In April, I had signed up for service with DirecTV for a promotional rate that they were offering on their website. After 3 months had gone by, I was reviewing my credit card statement and saw that I was being overcharged. After speaking with DirecTV they had said that they were not going to honor the original rate because of some paperwork that I had failed to send in (which was never sent to me). After spending hours with them on the phone I told DirecTV that I was going to be disputing the difference with my credit card company (Chase Bank) which I did for two charges of $70.99.
I opened a claim with the Better Business Bureau and they forwarded that complaint for remediation with a third party named TrustLink, working with a person named Rachel Hernandez. They had someone from DirecTV contact me. After speaking with them, this is the agreement that we came to (I have this in writing in email):
Thank you for taking the time to advise us of your concerns. As discussed in our phone conversation, your new customer offer included a possible 12 monthly $26.00 programming credits and 12 monthly $5.00 programming credits upon redemption. Under this offer, you would receive a monthly $16.00 programming credit in months 13-24 of the promotion. We have issued a one-time credit of $155.00 toward your account, not including tax, to honor the $31.00 in rebate credits on your first 5 billing statements.in addition, we submitted your information to receive the remaining 7 monthly $26.00 and $5.00 credits. Please allow up to 1-2 billing cycles for the credits to start. After these credits expire, you will receive the $16.00promotional credit through the 24th month of your promotion. We regret any frustration you have encountered regarding this promotion and we are committed to regaining your confidence in us.
Sincerely,
DIRECTV Office of the President
Keep in mind that this was contingent upon me rescinding the dispute with my credit card company. As part of the agreement, I phoned Chase Bank and asked them to mark the dispute resolved and to release the funds to DirecTV. As promised, DirecTV did issue the credit towards my account for $155. The next day, there were two charges on my DirecTV account for $70.99 towards the credit that was applied leaving me with a total credit of $13.02. This means that not only did Chase Bank issue the funds back to them (which I have documented proof) they took the money out of the credit that was issued meaning that DirecTV got paid from both sides (both by Chase Bank and the issued credit) therefore stealing $141.98 from me by leading me to believe that they would issue me the promised credit if I were to resolve the dispute with Chase Bank.
I spoke with TradeLink again and after much communication, I had provided proof to DirecTV both with a credit card statement and also with a copy of the letter from Chase Bank showing that the money was rebilled to my account and therefore in their account. DirecTV refuses to acknowledge that the money was returned and will not reissue the credit that was originally promised to me and stealing from me through their own accounting system. I have tried to speak with DirecTV several times regarding this matter and they will not issue me the credit back leaving me with no recourse of action other than to file a complaint with government entities and make this issue public.
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