We have had nothing but a nightmare the last few months. We moved the 2nd week in July. We had 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 who said the charges were from the box we had that was not activated when we moved. Our question was how do they know what would be on that, since 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 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 and was transferred to a supervisor who said the same thing and said they were 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 proceeded to ask what movies were rented. We have never used pay per view, ever. Behold, adult videos on July 19, July 23, and July 25th.
Then I got the times. The first day was the day I had surgery, and we had just gotten back to the house with his 60 year old mother and my 5 and 6 year old children. It was ordered at 8pm. Hmmm! Red flags went up. I told them that was not possible.
He then told me it had to be, since it was sent to my main bedroom receiver. I told him that was funny, since they had told me it was 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 led to several emails that I have copies of.
To make a long story short, here are some main events of my past weeks. I accused my boyfriend of not telling me, which did not go well. I continued to call DirecTV until 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 kept receiving emails and kept making calls with lines that a robot would give. I did everything they told me to do. I checked the last 25 pay per view rentals, which led to the discovery of 5 total on 2 boxes for Jan-April that we never ordered or paid for. I gave them that info. They then instructed me to dispute the charges with my credit card company, so I did that. (I get punished later.) I also told them that the ones they are charging me for are not on any boxes, so where did they go? None of the answers were the same.
We tried to order movies and our remote won't let us. Parental controls are set. We didn't set them 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 argument was that I have never purchased any, so if I pay this, when they bill me again they will use the excuse that I paid them last time.
Finally, I received 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 I threatened to contact the Attorney General.
We called immediately! They can't tell us they must be old. That day we received a bill that had no pay per view charges and the credit for $12.49 twice. They had charged our card and, the same month, put the charges on our bill again.
I pushed for a tech to come out! Yesterday a tech came out and there was nothing he could do to help us. He listened to my story and said nothing other than that it is the customer service department. He had me sign his paper saying everything was working. I talked to a lady while he was here who asked 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 called, and here is the great part! Because we disputed the credit card charges as we were told by Directv, they said they did not accept our payment of $212.00 that was paid 3 weeks back and debited from our checking. Their policy is that we cannot use any form of card for 6 months. They are holding our payment for 60 days from yesterday, and 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 had called 1 hour and 50 minutes earlier. 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 and they are coming today. Now we have more issues to fight. We are breaking our contract 4 months early.
We cannot have this on our credit. So now we have to do what we can.
Please help us!!!
0 comments