I called DirecTV the beginning of Dec to get a price on Satellite. I spoke with a CSR and informed me I would get satellite, 150 channels for 29.99 a month. But there was a $21 processing fee. But I would get free equipment, free installation and first month free. I wrote down everything he told me when I spoke with him.
On Dec 22,08 the installer came & installed Direct TV svc. My husband was asked to sign checklist saying the installer was here and installed services. My husband signed it not knowing until later it was some sort of a contract even though it looked like a checklist.
So Jan. Came, everything good.
On Feb 2 to my surprise we rcvd a bill for January for total of $57.36 which was due 1-11-09! Then 2 days later we rcvd Feb. Bill for $126.79 and that same day they cut off our services. So we called Feb. 5th and asked why the bill was so high and we were suppose to get the first month free. They said "Oh No" u don't' get the first month free, you heard wrong and to get the $29.99 a month price we had to call the rebate center. We went ahead and paid the 126.79 got our svc turned back on.
We called the rebate center and was told it was too late to apply for the rebate. But that was a Major complaint they had in the rebate center was that the customers didn't know they had to apply for a rebate until it was too late. So my husband tried to call customer service back to cancel our service but was getting disconnect every time he called (They never tried calling back at anytime! And they got cut off alot!).
He tried calling for 2 weeks before he finally was able to speak to someone about our account. The man he spoke with apologized and said that he would apply some credits to our account so we would be able to get the price promised, he even threw in free movie channels for our troubles. He informed us that the discounted price may not be on March's bill, but defiantly on Aprils.
Got March's bill it was 65.29, no credit.
Got Aprils bill 2 days before cut off, and no credit still. I called CS, verified address (I verified address every time I called because of not getting bill until 2 days before shut off. Might I add this was the ONLY bill that I had a problem getting on time) asked about the credit. I was informed that there was some sort of error that the credit would be on May's bill so I paid $60 to keep from service interruption.
I recvd May's bill 5-2-09, I wasn't going to pay full amount due until price was correct, cut off date 5-4-09. I called CS 5-3-09 and asked about credit. Said that an email had to be sent to a super to apply the credit, she would send as an urgent request, someone would contact me in 7-10 days to confirm credit being applied, that we would see credit on Junes' bill.
I hadn't rcvd call by 5-16 so I called to check up on email that was sent. The lady I spoke with said that we didn't get the credit because it took to long for us to call, since services started 12-22-08 and it was 5-16-09 it been well over the 30 days. I argued with her for a little bit telling her about the email, so she finally looked up my account and said that she saw the credit and it would be applied to June's bill!
So after getting off the phone with her I informed my husband of what was going on and he called back and told them he didn't believe them and he wanted our satellite to be turned off right then and now. They informed him that we would get a bill with early cancellation, we disputed signing a contract, but the checklist that was signed 12-22 looked like a contract. We also would be billed for any past due payments not made, we didn't dispute past due payment. They were suppose to cut our service off that night but they didn't until 5-18-09.
We rcd the entire bill on 5-29-09 which was dated 5-23-09 for $352.39. Then on the 5-30-09 we rcd a bill dated the same date the cancellation bill was sent (5-23-09) for $0.00 and saying thank you for your payment! I called the bank and sure enough I'm overdrawn because they debited my account for that bill.
I called today 5-30-09 and spoke with Grace in CS and she said that they are allowed to debit my account 6 days after cancellation for that amount owed and that it's stated in my contract. I got the checklist out that we rcvd 12-22 and read to her and no where did it say that I allow them to debit my account for any reason without my authorization. Then she stated this information was on the back of my bill. I read the back of the bill to her, and it doesn't tell me they will debit my account in 6 days for the amount on the bill. I told her I wanted my money back and she said no.
So I called the Office of President and spoke to Angie. I told her the same thing and she said I couldn't get my money back because If I looked at my customer agreement, which is suppose to be my contract, it said I agreed to those terms if I don't respond in 24 hours. I informed her I didn't get the Customer agreement until yesterday 5-29-09. And it say's if I don't agree to call and contest this. She said that it was too late to contest because I only have 24 hours. Which, I feel I complied and answered in 24 hours.
She sd that I was suppose to get that agreement when my svc were installed, and it's 24 hours after that, I told her I didn't get the agreement when svc were installed. All i rcvd was a channel guide! She sd that It also came in my first months bill, and it didn't which of course it didn't matter because I didn't get my bill until 2-3-09 and it was well over 24 hours of that too. But she wouldn't hear anything I said!
But if you look at the customer agreement it's dated EFFECTIVE 4-24-09, and I rcvd it yesterday!!! So how could I have gotten in my first months bill? The CS Rep told me that the discounted price was going to be on my Junes bill. I asked if she could believe that she would get a promised price after 5 months of being told it will be on next months bill?
But I informed that I wanted my money back. That I have EVERY intention of paying the ENTIRE balance, because I don't' want this on my credit. But my husband just got laid off and we have a newborn at home so I'm not at work we didn't even having that money in our account. So who knows how many NSF fees we have! We are hoping that our rent and light bill doesn't bounce!
She said she could get my money back if I reactivate my DirecTV services. But I was going to have to go through the entire process of getting $29.99 a month again. I declined the offer. I did inform her that I would continue to call until someone gave me my money back!
These people need to be shut down! They are liars and stealers! I can't believe they are allowed to do business this way.
Emily
Mosheim, Tennessee
U.S.A.
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