This is part of a letter I had to write to Directv after they doublecharged us a bill for $235 and refused to refund it. It has been three months now and we are still waiting for a refund.
"My fiance and I have had an account with DirecTV for a little over a year. About a month ago we decided to cancel the account. We were told that we had to pay a cancellation fee of $235. We were sent a bill with an enclosed envelope two weeks prior to the due date of the fee. We made sure to send in a check for $235 immediately. The next day we noticed that our credit card had been charged for the same fee so we called to have the charge reversed and were told that it could not be done.
I don't appreciate being told that Directv, a company which services hundreds of thousands of people, is unable to reverse a simple credit card charge. Kiosks at the mall can reverse credit card charges. If you have the ability to debit money from my account, you should also have the ability to return that money in the event of an error. Credit cards and debit cards are the most common form of payment in America. The majority of money that DirecTV receives is debited from credit cards and debit cards. A huge company like Directv must make accidental charges all the time. Am I to believe that all of your customers are forced to accept those losses?
To add insult to injury, one of your supervisors (Dominic) told us that our only option was to call the bank and stop the check (for a fee of $25) then he deliberately hung up on us. I was a personal assistant for many years and I have handled refunds from countless companies. I have to say that Directv's customer service is BY FAR the worst service I have ever experienced. No one was helpful, some of your representatives were purposely rude and condescending, and after two hours on the phone the situation is still not rectified.
I am appalled by your service and I will make sure to tell everyone I know that DirecTV is a greedy, dishonest company that has no concern for its customers. I will also make sure to spend the next three days pasting this email to every Directv / Cable / Customer Service review forum I can find on the internet. I will also CC the California Department of Consumer Affairs and the Better Business Bureau.
P.S. I would like to add that as of today it had been a month since I initially spoke to a DirecTV representative about this situation and our money had not yet been refunded. When we called to remedy the situation (for the fourth time), the representative promised to charge back our credit card - exposing DirecTV's original claim that "credit card chargebacks are impossible" as deceitful. Our money has still not been refunded. It's shameful and disgusting that DirecTV robs its customers and gets away with it. Thank God for Netflix."
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