My Mastercard debit card recently had unauthorized charges for payment of another person's Direct TV account. I have used my debit card to make payment on that person's account a few time in the past. On June 12, Direct TV debited my bank account in the amount of $163.36 for payment of a Direct TV account belonging to Ann Graves, Direct TV acct num 21644355. On June 17 the money was taken from my account.
Upon finding out what was happening, I called Direct TV. The service rep I spoke with told me that if the card had been used to open the account, there was nothing they could do. I told him that the card had NOT been used to open that Direct TV account. He put me on hold for a while. Upon returning, he apologized, told me that they were completley to blame, and that they would be reversing the charges for me. He gave me a fax number and told me fax a copy of my bank statement showing the charge.
I told him that I would incur several overdraft fees due to their mistake. He told me to fax records of any fees associated with their error and they would be refunding them as well. The next morning, I went to the bank and they faxed the info to Direct TV. I then called them to inform them that the info had been sent. The customer service rep then told me that they could not do anything to help me. She put me on hold to get a supervisor. I waited for 22 mintues before I got disconnected.
I immediately called back and finally got a supervisor. The supervisor was RUDE. She would not even allow me to talk, talking over me and cutting me off. She kept telling me that she could not discuss another person's account with me. I told her that I didn't need to discuss anyone else's account, that I had that person's statement with the unauthorized charge in front of me. She was so defiant and rude that I began to get upset. She kept telling me to call the person whose account got paid and I told her that the only person I was calling would be an attorney.
She definitely got ill with me then. She told me that if I was threatening legal action she was done talking to me. She told me she was giving me the address of their legal department and I was trying to tell her that I didn't need the legal department, that I just wanted them to do what they had said they would orginally. She hung up on me mid-sentence. I called back and demanded to speak to someone higher tha a supervisor. I was told there was noone and that talking to another supervisor wouldn't help either, because they "all follow the same policies".
The service rep was very nice and was trying to be understanding. I told her to just cancel the service that I had with them. She asked to look over my case adn I agreed. After several minutes, she told me that they definitely would be reversing the charges. I told her that it was too little too late, as my bank account had overdraft charges accruing. She said they couldn't do anything about those charges, but she offered to take $10 off my own monthly Direct TV bill for 4 months, and to give me free movie channels for 3 months.
She also said she would try to get at least one overdraft fee paid. I faxed them the requested info and waited TEN days. I e-mailed them back today (it's a great way to get their lies in writing!) and was told they will look into it. They suggested that I call Cust Ser for immediate help. I e-mailed them back demanding immediate refunding of my money and I called cust ser and teh guy said they would "mail a letter of their decision". I told him NO WAY. I told him I wanted to speak to someone right then and that I wanted my money back IMMEDIATELY. He said there was noone else he could transfer me to, that the department handling those claims doesn't have contact info!!!
Meanwhile they e-mailed me back and said they have no resocrd of my faxes. The customer rep I had just gotten off the fone with TOLD ME THEY HAD THEM!!! This is a nightmare! They have $163.36 of MY money and caused me another $128 in NSF fees!!! I just think that it is ridiculous that they can do this to people. I have read similar horror stories online and it is NOT right. They have caused me immeasureable aggravation, embarrassment, and stress, not to mention costing me an as of yet untold amount of money in bank and returned check fees. They should not be able to do this to people.
Sillymomx3
Tylertown, Mississippi
U.S.A.
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