Over 2 years ago, I signed up for an AT&T Triple Play bundle in the local AT&T company store. At the time, the AT&T rep specifically stated that they would waive the $99 installation fee and that there was no minimum term required. We had her confirm this point twice, as we were longtime Brighthouse customers making the switch only if there were no onerous terms.
Several days later, upon completion of the installation of the satellite dish, a DISH installer pulled out a 2 page contract and informed us that we were signing up to a 2 year contract with DISH. At that time, we refused to agree to these terms, because of the rep made by AT&T, and I signed in a space declining the Term Agreement option. He then asked for $99 installation fee, which I told him had been waived. He called his manager from my house, and was told that was fine. At no point was I billed for this nor was there any subsequent claim from DISH that this amount was owing.
This past summer, we switched to AT&T UVerse service, and promptly received notice from DISH suggesting that an early termination fee was owing, because it was a few months shy of the 2 year anniversary. On multiple occasions, I walked through my story on the phone and had calls escalated to the "Executive Resolution Team" 2 or 3 times. They maintained that I had a contract for 24 month term, while I maintained I didn't. I asked them to produce a copy of the signed contract showing that I agreed to the 24 month term.
Last week, I received a notice from CBE, DISH's collection agency, advising me that my account was with them and that I had 30 days to pay up or it would appear on my credit rating. I spoke with them and advised them that I was disputing the validity of the charge.
Also, last week, a copy of the contract arrived from DISH, clearly showing that I opted out of the 24 month term (signature on the "Declined Term Agreement" line). After 7 unsuccessful calls to the person on the letter, I spoke to a different person this morning who said that it didn't matter that I opted out of the Early Termination, because my alternative was to pay the $99 installation fee. Pick one, was his message, and I don't have all day to deal with this was also stated.
I asked him to show me where on the contract does it state this. He could not do so. I also asked why the $99 wasn't claimed or billed at the time of the installation, if I had refused the 24 month term. Again, he said he didn't have time to deal with this. It's in the contract, it's our policy, etc. Etc. Once again, I asked to be shown, specifically, in the copy of the signed contract that I have on hand, where it states that I would be liable for the $99 installation fee after having clearly opted out of the 24 month service. Once again, he was unable to do so.
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