I write in regards to my Direct TV account. On December 24 I called Direct TV and told a representative that I was interested in getting service. The representative scheduled me for hook up on Saturday, January 10 between 8:00 am 12:00 pm. During that conversation I authorized Direct TV to charge my credit card for $21.15 to process my order. I did NOT give authorization for any other charges nor was I told that my credit card information would be kept on file to use for any other reason.
On Friday, January 9 someone from Direct TV called to reschedule my hook, so I rescheduled hook up for Monday, January 19. I work Monday through Friday from 8:00 am to 5:00 pm., so I had to arrange for someone to be at my home when the service technician arrived. At 5:00 pm. January 19 when I arrived home I was told no one come to hook up the Direct TV. I called to see if someone could tell me if the technician was just running late or if I wasn't going to receive service yet another day. I was told that someone tried to call my home around 2:00 pm. To let me know they would not be coming that day. I have Caller ID on my phone, so I went back through the calls and found nothing! At that point I felt I had just been lied to on top of the hassle of being cancelled now twice AND having someone waste time waiting at my home for the technician to arrive. I wasn't very happy, but was told I would be given a credit on my bill for 6 months for the inconveniences. I then reschedule for a third time to have hook up on January 24 (one month after my initial request).
I mentioned the Friend to Friend discount but I did not have my friends Direct TV account number, so in order to process it, I was told I would need to get that number and call back. She said she was going to make notes on my account so that when I called back there would be notes there for whoever took my call and that it wouldn't be a problem. That was not the case; because when I called back with the number I was told they weren't able to process it. I was transferred to several different representatives before I was finally told I would be getting the Friend to Friend discount.
As you can see, it's not been an easy road to this point. Finally on January 24 mid afternoon the service technician came to hook up the service. After he left I found that I did NOT get my local channels AND the technician had left the satellite sensor and cable wire lying in my yard where he had been working. On all the mailing and flyers I had received, it said Local channels on any package. I promptly called Customer Service to put out yet another fire! The representative asked me for my zip code, and then said, In your area local channels aren't available. Why wasn't I told that during the first conversation? Local channels are a big part of watching TV and obviously Direct TV recognizes that to have it posted on all their flyers~! As part of the initial conversation when a customer calls to request service, Customer Service should find out if local channels are available for that area and inform the customer if they are not. I find that to be false advertising. Who wants television service without their local channels???
Monday morning at 8:00 am January 26 I called Direct TV to tell them I want to cancel my service since I'm not able to get my local channels. The representative did not want me to cancel, so he put me on hold and amazingly when he returned I was able to get my local channels through what he called a waiver. Why wasn't I told that on Saturday when I called about not getting the locals? Again, I felt like I had been lied to. I told the representative that I did NOT want to be a customer of Direct TV because:
I was not told I would not have local channels upfront.
Twice the service hook up was cancelled making inconveniences.
Wasted the time of a third party waiting for technician at my home without notification he was not coming.
Told someone tried to call to let us know they would not be coming on the second schedule date, but no record of a phone call to either of my phones.
Friend to Friend discount battle.
Garbage left in yard for me to dispose of.
Told that I COULD get local channels after I had been told I couldn't
On January 26 (the day I cancelled service) my credit card was charged $53.28, so once again I pick up the phone and call Customer Service as the issues are still going on. Jack in Customer Service told me that the charge was for service from Saturday until Monday, BUT that in six to eight weeks I would be getting a rebate for $54.00 that would wash out that charge. Okay, that seems to be a lot of extra paper work, but I could live with it and made notes on my calendar to watch for the refund to my credit card.
February 6 I logged onto my credit card account and found a charge of $306.00 has been applied to my account on February 4. IMMEDIATELY, I called Customer Service again to find out what on earth is going on and that there surely must be some mistake. I talked to Renee ID# 418008 who was very kind and understood my complaint after I calmly told her the entire story. She said, You probably weren't told about the cancelation fee were you? Sounds like not informing customers is a common practice. Renee transferred me then to Scott whom I wasn't able to get an ID# from before he transferred me onto Shawn ID# 404352. After being on the phone telling my story to three different Customer Service Representatives for 45 minutes, I was told the $306.00 charge was a valid charge for early cancellation.
The representative NEVER mentioned a word about an early cancelation fee the day I called to cancel my account.
It is clear that Direct TV's Customer Service Dept. Has not communicated accurately, consistently or completely. Part of their job should be to inform the customer of penalties, charges and service or lack of service where local channels are not available.
I feel I have been taken advantage of by not being informed from the beginning. Had I been informed that I could not receive local service I would have declined service then.in the Direct TV Equipment Lease Addendum that I signed the day I received service it mentions under Consequences Of Your Failure To Activate Programming Or Satisfy Your Programming Commitment that I agree that Direct TV MAY charge a prorated fee of up to $360.00 for a standard receiver. This does NOT say WILL charge, it reads that there is a possibility of a prorated charge. I understand that to mean depending on the circumstance there might be a charge for the portion of time service was provided. Prorated means that the length of service determines the amount charged. I also mentioned something about either hearing or reading about a 14 day grace period to Shawn, in which he replied there was. Then, later in the conversation he told me any early cancelation validates this charge. That's just one more example of contradictions I've experienced.
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