Direct TV Cancellation Fee
Extended contract without warning

We joined Direct T.V.in approx April. We weren't very happy with our satellite service, but kept it until we decided to switch to Verizon FIOS. I was already a Verizon phone and internet customer, so on January 29 I called Verizon FIOS to set up new service. The Verizon FIOS representative made a conference call to Direct TV to verify our contract was up in 2009.

During this phone call, I was told by Direct TV that our contract did not end with them until 12/21. I advised them that was incorrect and was put on hold while they verified the info. The associate came back on the line and told me that we purchased "new equipment" and therefore our contract was extended by 2 years.

I was aware and told the associate that we did purchase a new HD tv and bought an HD cable box from a BEST BUY store in October. They told me this was the reason my contract was renewed. I then advised them I was never told my contract would be extended and then asked for a manager.

The manager told me, after I explained my situation, that I should read my customer agreement dated April because it stated that the terms of the agreement change when new equipment was purchased. He also told me that this info could also be found on the BEST BUY receipt.in addition he would mail me a "new customer agreement" The call ended.

We then went through our paperwork to find the customer agreement and BEST BUY receipt and proceeded to read every word. Neither my husband or I found anything on either regarding change in terms from buying equipment. I then called back Direct TV and asked an associate to help me find this info in the agreement. I was put on hold as he could not find this info. When he came back on the line he referred me to ITEM #4 which reads:

"We reserve the right to change the terms and conditions on which we offer Service. If we make any such changes, we will send you a copy of your new Customer Agreement containing its effective date. You always have the right to cancel your Service, in whole or in part at any time, and you may do so if you do not accept any such changed terms or conditions. If you do cancel, you may be charged an early cancellation fee if you entered into a seperate programming commitment or a decactivation fee. You will be issued a credit, if any, in accordance with Section 5. If you elect not to cancel your Service after receiving a new Customer Agreement, your continued receipt of Service from us will constitute acceptance of the changed terms and conditions, then we may cancel your Service as provided in Section 5, as we cannot offer Servcie to different customers on different terms, among other reasons. "I also inspected the Best Buy receipt and there is no information about a change in terms on it.

I again asked for a manager, advising him that I was never in receipt of a new agreement from Direct TV as stated in my Customer Agreement. The manager, Thomas, a "resolution specialist" Told me he MAILED me a change in terms. I am now in receipt of postmarked piece of mail dated Feb 2 which remains unopened.

In essence, we were notified by mail of our change in terms, not on the date we purchased a new HD box like they claim, but rather by mail days after cancelling our Direct TV Service on Jan 20. This whole conversation, by the way, was recorded both times by the Verizon FIOS representative who was on the line the whole time.

We were very good customers to Direct TV, and we NOT ONE time late with payment, and returned all equipment to them within days of cancelling service, via FEDEX. I am now finding them dipping into my checking account in the amount of 395.43 after calling back on 3/7/10, when I received the bill for that amount, to explain my situation in detail again. My final bill was paid online, ontime on 1/31/10. If I owe a partial month to Direct TV, I am not disputing it. I am however, being taken advantage by means of an early termination fee, when I did not terminate early. This is what Direct TV does to its valued customers? Does anyone have any advice on this matter?

Company: Direct TV Cancellation Fee
Country: USA
Phone: 18005315000
Site: directv.com

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