I spoke to Betty, a customer rep, to cancel my account, because I received notice from my apartment complex that the dish was installed incorrectly and needs to come down asap. I am a downstairs unit, and it was installed on my neighbor's upstairs unit because I could get no signal if it was installed on my unit. When I asked the tech who installed it if that was OK, he said yes, they do it all the time and the complex will have no issues with it.
It worked and I was getting a signal, so I signed the work order. I explained to Betty that it was not my choice to cancel the account, but I had to. There is no way I can have service with them because of the way my unit is facing, and the work order that the original rep made also confirmed that there was no way to have service. Betty told me I need to cancel, but I would have to pay the cancellation fee of $400.00, because it was my fault since I signed the work order.
I let her know that this was not what I was told when I called before and had to wait for a tech to come out and verify that I could not have service, so they would not charge me the cancellation fee. She said she did not have the name of who I spoke with because they do not keep records of names, and she had already spoken to her supervisor Chris, and they agreed that I have to pay no matter what.
I let her know that I would be filing a complaint against them. I will also let my apartment complex know that they will be charging me the cancellation fee, so they can explain to the complex why I have to pay it, and how the work order was not signed by my complex giving permission to install the dish without their approval. I am very unhappy with the service I received. I am a new customer and will never go back to Direct TV, nor will I ever tell a friend to use your service. I do not think it is fair for me to have to pay the cancellation fee when the tech installed it improperly, and now I am forced to pay for his mistake.
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