Direct Tv
AT&T bundle bill credit never applied after twenty calls

I've been a Direct TV customer since Dec. In November I was interested in changing my internet service provider. I went to the Direct TV website and saw that I may be able to bundle internet service with my current Direct TV service. I called 800-531-5000 and was transferred to the "Bundles Dept" at 866-684-7457.

I spoke with Carla, and she offered me AT&T internet service that included a one-time $12.95 installation fee, $45.00 plus tax for 12 months, 6.0 meg/sec, with a $10.00 bill credit on my Direct TV bill for 12 months. She informed me I would need to either buy a modem from AT&T or get my own, and also said I would be okay without having a phone line. She placed my order for an activation date of 11-13-09, and sent me an email summary of all the information above. The email states it will take 8 weeks for the credit to go into effect. I have this email still.

I received a few calls over the next few days confirming my services. I believe one said they needed my CC number to set up automatic billing, which I did, and I'm not sure what all the other calls were for. Anyways, my service was set up on 11-13-09, I know have AT&T internet.

I expected to see the bill credit in January, but it wasn't there. I decided to wait until February just in case. But SURPRISE! No bill credit. I started calling Direct TV upon receiving my February bill, and it has been a nightmare since then.

I have called at least 10 times, and spoke with at least 20 people. I call Direct TV and they say I need to call AT&T. I call AT&T and they say I need to call Direct TV. I call Direct TV again and they say I need to call Direct TV Bundles. I call Direct TV Bundles and they say I need to call Direct TV. You see my point.

As I've spoken with these 20 people, I've been told that the $10 bill credit does not exist, although if you go to their website right now in the Bundles section you can see it does exist. Then I was told that I am not bundled... So I guess I just magically got AT&T internet connected in my house on 11-13-10 despite the fact that I have never called AT&T to order anything. I've only called Direct TV to order internet. Then I was told that I have to call AT&T because if I am bundled then I don't have a Direct TV... But hmmmmmm Direct TV takes money from my account on the 17th of every month so I apparently have a Direct TV bill.

This whole process has been more than frustrating. I am now waiting for a call from the "Escalation Dept", but somehow know I won't get anywhere.

I am very disappointed as I have been happy with my Direct TV experience, and am only asking for what was promised to me. However, with every phone call I am belittled and basically called a liar.

Company: Direct Tv
Country: USA
Site: directv.com

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