On three ocassions went to Plaza Las Americas DirectTV store and was told (two different people were told) that it was no risk trial. Advised customer had 30 days to cancel without any penalty.
Installation ocurred 2OCT contact DirectTV to cancel on 19 OCT and was told could not cancel or would incurr 150USD penalty. We advised the name and location of DirectTV representative who sold the product to us and customer service responded with "she is a sales representative and will tell you anything for you to purchase a product." We contact the sales representative on our other line, and the sales representative Catherine Leung again advised we did indeed have 30 days to cancel without penalty and that she would attempt to resolve. We called her back and she advised that they were telling her that we could not cancel, but that in her training she was always told that customers could cancel within 30 days and had always told customers this.
A couple of hours later we realized the service had been disconnected and we contacted DirectTV again, to which they told us that because we wanted to discontinue service, agent had cancelled. We again advised that we did indeed want to cancel but not pay the 150USD, and they stated that indeed we had to pay the 150USD. We advised to reinstate until we could get issue resolved, because we did not want to discontinue and incurr a penalty. Agent advised they would ONLY connect if we promised not to ask for a discontinue of service again. We advised to connnect and we would work with BBB to get issue resolved.
We reported to Better Business Bureau of Florida, which in the BBB website stated it was the agency to deal with this issue on 19 OCT. On 25OCT we were sent an email from such agency advising they did not
handle this location, and had forwarded information to Colton, CA BBB.
As of today, we have yet to receive ANY assistance on this issue. We have downgraded our service, which means we pay about 30USD for about 10channels, INCLUDING our local channels until we can get this issue resolved.
Whatamess
Caguas
Puerto Rico
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