DirecTV Puerto Rico
Told 30-Day No-Penalty Cancellation, Then Charged $150 Penalty

On three occasions we went to the Plaza Las Americas DirectTV store and were told (two different people were told) that it was a no-risk trial. We were advised that the customer had 30 days to cancel without any penalty.

Installation occurred on 2 OCT. We contacted DirectTV to cancel on 19 OCT and were told we could not cancel or would incur a 150 USD penalty. We gave the name and location of the 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 contacted the sales representative on our other line, and the sales representative, Catherine Leung, again advised that we did indeed have 30 days to cancel without penalty and that she would attempt to resolve it. 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 she 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 said that because we wanted to discontinue service, the agent had cancelled. We again advised that we did indeed want to cancel but not pay the 150 USD, and they stated that indeed we had to pay the 150 USD. We asked them to reinstate the service until we could get the issue resolved, because we did not want to discontinue and incur a penalty. The agent advised they would ONLY connect it if we promised not to ask for a discontinuation of service again. We advised them to connect it and said we would work with the BBB to get the issue resolved.

We reported to the Better Business Bureau of Florida, which on the BBB website stated it was the agency to deal with this issue, on 19 OCT. On 25 OCT we were sent an email from that agency advising they did not handle this location and had forwarded the information to the 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 30 USD for about 10 channels, INCLUDING our local channels, until we can get this issue resolved.

Company: DirecTV Puerto Rico
Country: USA
State: Puerto Rico
City: San Juan
Address: P.O. BOX 71413
Phone: 7877765252

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