I am extremely dissatisfied with the service I have received. On June 9, I called to reinstate my service with your company. I spoke to a Rep name Christina. I advised Christina that I wanted to remain a customer and did not want to return my equipment. She then placed me on hold and came back stating that I owed a total of $272.16. I advised that I could not make the total payment but I could pay the amount of $134.00 so I provided her my credit card and was told that my services would not be restored until the remaining balance of $138.16 was paid. I was okay with that, I ask if there was anything else I needed to do, caused I did not want my service to be cancelled. She said no.
On June 18, my credit card (which is my debit card to my checking account) was billed in the total amount of $307.16 from Direct TV. I called immediately and was told that your system was down, I understood due to the fact that I too work in customer service and systems go down. I explained to the Rep the situation and he advised that I can receive a credit back.
I called and spoke to a Rep, and I am sorry I do not know his name (he was the one who told me that Christina should of warned me that I could still be billed on my credit card) he stated that I would not be able to get a credit of the charges, I then requested a Supervisor. The Supervisor I spoke to name Gina stated that she could credit me the difference of $189.00. Which still does not help since my bank account is Overdrawn in the amount of $299.00 and I am about to get charged $35.00 per day until my Payroll is deposited. Gina the Supervisor states that I have to call back in 72 hours to get the credit done. I am extremely dissatisfied with this type of service. I was never fully informed that by making a partial payment I would still get my card charged. If I would have been advised I would have waited to reinstate my account until I had the full payment of $272.16.
I am wondering if Direct TV fully understands the importance of Customer Service. I am not disputing that I owe the money I am upset that I was never told that I could still be billed for the equipment. Especially since I called specifically to see if, I could make a payment arrangement to keep my service. I am upset that I still have to call your company back within 72 hours to make sure that I receive my credit. That is just unacceptable. I worked in Customer Service for 14 years at a major Healthcare Provider and if this situation would have happen it would have been unacceptable and some type of action would have taken place. I am letting you know that I filed a complaint to BBB. I will let everyone I know about this issue and how I still have to wait to get my credit which by the way will not even cover the NSF charges my bank will charge me.
I don’t know if Direct TV is interested to know that they have a dissatisfied customer, but as soon as I can I will be changing service or better yet maybe I just may just cancel and my services. I am wondering if I will hear back from you in regards to this matter or maybe I am not worth it due to the fact of the millions and millions of customers you have.in this economy, where everyone is trying to make ends meet, a satisfied Customer is very important to a business.in my field we have to go above and beyond in courtesy and customer satisfaction, my company understands that a person could go anywhere for service. I will make it my point to express how I was treated today by your Customer Service department. I actually had to call back to get my DVR reactivated. I was told that I could file this complaint on line but it seems you only give 200 characters to express yourself, I ask the Rep to provided me with an address to mail this complaint and he ask what the issue was, and when I began to explain he just cut me off and just gave me an address, that I am not even sure it is a correct address. I will be calling again to verify the address and if I get a different address I will mail this letter to that address I will keep reaching out to your company and to anyone who will listen to me in regards to the service I received from your company. I will place this complaint on any and every complaint forum I can. Sincerely,
Alice A Brown
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