We have had nothing but a nightmare the last few months. We moved the 2nd week in July. We have had Directv for 13 months when we moved.
At the end of July I noticed that our credit card had been billed $12.49 three times. I asked my boyfriend if it was fees for moving?
He then called and spoke to a rep that said they were from the box we had that was not activated when we moved. Our question was how do you know what would be on that, it is not activated? We had 4 boxes hooked up at our old apartment and when we moved we only hooked 3 up. We no longer had a playroom. We kept the box in case we changed our minds. We pay $5. Oo extra a month for the box.
The lady then told my boyfriend that she would reverse the charges and he would see a credit in 7-10 business days.
That time passed and no credit. He then called again. Was transferred to a supervisor that said the same thing and was sending us a box so we could mail back the receiver and see what was going on.
Again, no credit, no box. I then called and there was "no record of us calling." They told me the charges were accurate and there was nothing they could do.
Then I preceded to ask what movies were rented. We have never used paper view ever. Behold, Adult videos. July 19, July 23, July 25th.
Then I got the times. The first day was the day I have surgery and we just got back to the house with his 60 year old mother and my 5 and 6 year old. It was ordered at 8pm. HMMMM! Red flags went up. I told them that was not possible.
He then told me it had to be, it was sent to my main bedroom receiver. I told him that was funny they told me it was to the box not hooked up? There was nothing they could do. The guy told me my boyfriend ordered them and was hiding it.
I got off the phone and sent an email to directv. Which lead to several email that I have copies of.
To make a long story short, here are some main events of my weeks till now. I accused my boyfriend of not telling me which did not go well. I continued to call directv till they refused to talk to me because I was not on the account. He called and put me on 3 times. Still no record.
I requested a service tech to come out change the boxes, check the cards etc. Refused!
During this time I still keep receiving emails and kept making calls with lines that a robot would give. I did everything they told me to do. Checked the last 25 pay per view rented which lead a discovery of 5 total on 2 boxes for Jan-April that we never ordered or paid. I give them that info. They then instruct me to Dispute the charges with my credit card company. So I do that. (I get punished later) Also, I tell them the ones you are charging me for our not on any boxes so where did they go? None of the answers were the same.
We tried to order movies our remote won't let us. Parental controls are set. We didn't set and we do not have the password. They are telling us someone called in the automated system and ordered these.
Remember this is all over $37.00! My arguement was I have never purchased any so if I pay this when they bill me again they will use the excuse you paid them last time?
Finally, I receive an email saying, I see that the charges have stopped so we will credit your account $87.95 half of the pay per view charges but you must pay the other half! Within 5 days now I have what for charges? At this point a threatened to contact the Attorney General.
We call immediately! They can't tell us they must be old. That day we receive a bill that has no pay per view charges and the credit for $12.49 twice. After they charged our card and the same month put the charges on our bill again.
I push for a tech to come out! Yesterday a tech comes out and there is nothing he can do to help us. Listens to my story and says nothing other than that is customer service department. Has me signed his paper saying everything was working. I talk to a lady while he is here that ask if he took care of everything. I said "no he did not do anything I need done." Her response was " Thank you for choosing Directv have a nice day!"
At 5:50pm last night our cable got shut off! We call and here is the great part! Due to the fact we disputed the credit card charges as we were told by Directv they did not accept our payment of $212.00 that was paid 3 weeks back and debited from our checking. Their policy is we can not use any form of card for 6 months when that is done. They are holding our payment for 60 days from yesterday then they will credit our account! They have had the money for 20 days now!
We were told to send them a Moneygram and they would reconnect our service with a $35.00 fee. So they would like us to pay $256.57 (which includes the 3 pay per view charges).
We requested to talk to a supervisor but they have to call you back even though before they put them on the line! They stated that is not their policy and they never do that.
I have sent an email to the head dispute lady with no return email.
At 7:50pm last night I called and said that we called 1 hour and 50 minutes ago. We have small children and no tv.
The supervisors were backed up. She put me on hold to ask the supervisor how much longer till they called me. At 8pm she told me 2-3 hours.
At 11pm I went to bed crying. I feel like I am losing my mind over tv!
At 7am this morning we called and again at 8am The same answers and another request for a supervisor to call.
Still at 9am no call!
Can anybody help us!!! We called comcast they are coming today. Now we have more issues to fight. We are breaking our contract 4 months early.
We can not have this on our credit. So now we have to do what we can.
Please help us!!!
Amii
New Boston, New Hampshire
U.S.A.
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