DirecTV
Cancellation Call Has No Record, Customer Told to Write Letter

After being a loyal customer for 5 years, I decided to change my television provider.

I rang DirecTV on January 2 to cancel my order and spoke to a representative for 20 minutes as she attempted to change my mind. At the end of the conversation, I told the agent that I was very pleased for the past 5 years and I would be glad to recommend them in the future.

I did not receive confirmation of my cancellation for several days, so on January 11 I wrote them an email and received a reply on January 13. I immediately called the number provided to discuss the circumstances.

When I explained to the agent that I canceled my service on 1/2, she told me she had no record of my call. I asked how this could happen, and she told me I must be mistaken. She told me they had records of my previous calls, so I asked her how they could have those and not the one from the 2nd. She did not understand the question and grew hostile.

I asked to speak to her supervisor, and after her trying to get me off the line several times, I was finally put through to a supervisor who informed me that they did have a record of my call, but no message about the conversation or cancellation notice.

I told them to immediately cancel my service. Then I asked how this could happen to a loyal customer of 5 years. They had no answer and told me I would have to write a letter to billing to dispute any additional charges.

I meant what I said originally about enjoying DirecTV, but now, after being treated like this, I will never recommend their service, and I am expecting a long, drawn-out process to be credited for the dates when my service was supposed to be turned off.

Company: DirecTV
Country: USA

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