Direct TV, Qwest
Unwanted Premium Channels Billed, Refund Limited to Last 60 Days

When I signed up for my account (bundled with Qwest services), I was offered a package that would include three free months of premium channels. I told both the Qwest agents and the DirecTV agents that I did not want these channels, even if they were free at first, because I had no interest in them and because I was afraid that they would begin charging me for them without telling me. Unfortunately, despite doing everything possible to avoid being charged for these channels that I did not want, that is exactly what has happened.

I tried to call customer service, but they claimed they were not authorized to reverse the charges, except for those accrued in the last 60 days (and not the three months before that). I told them that was not acceptable and demanded to speak to a supervisor. That is when they told me that there was no supervisor in the building, or anywhere within the DirecTV corporation, available to talk to me. I was on the phone for about 90 minutes total and was hung up on twice while waiting to be transferred to a supervisor. They specifically told me that they were working on the floor of the call center with no supervisors available.

So I sent an email to the CEO, Chase Carey. I also sent a complaint via email through Directv.com. The latter effort was ignored, but my email to the CEO prompted a call back from the "Customer Advocacy Group," where the reps actually spoke English and made a show of being polite. Unfortunately, a rep named Jessica explained to me, in the chirpiest voice possible, the exact same thing the previous agents had told me. She would only refund me for the last 60 days of charges, because it is somehow my fault that they lied to me, and I should have tried harder to navigate their bureaucracy to find the right person who was capable of taking these unwanted channels off of my account. I should have known that the Directv agent was lying when he told me I would not be charged for them, and that they would drop off my account on their own.

This is fraud and theft. This is against the law of the United States and the State of Washington.

Company: Direct TV, Qwest
Country: USA
State: Wisconsin
City: Milwaukee
Address: PO Box 090440
Phone: 3109645000

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