I had the worst experience with DirecTV. I will add the email trail and you decide:
Subject&Dissatisfied over billed customer Discussion Thread&Response Via Email (Ryan M (ID 448783) - 11/03 06:09 PMDear Mr. Gumbs,
—Thank you for your response. I apologize if the last email was unclear. I understand you would like to receive credit for the Early Cancellation Fee. DIRECTV works hard to maintain the best customer service in the industry by making sure that each and every customer is fully aware of the terms and conditions of your DIRECTV service. —Your email has been escalated to me for resolution. Upon review of your account and previous contacts, I can confirm that the previous information given is correct. I'm sorry that you feel that you were misinformed about the cancellation deadline.
—While I understand your difficult situation, DIRECTV is unable to make an exception to waive the early cancellation fee for this reason. Your DIRECTV equipment was activated on 9/22, and per the terms of the offer you accepted you agreed to a 24 month programming agreement.
—I have reviewed your account and since you did not maintain the minimum programming requirements, DIRECTV is unable to honor your request to waive the cancellation fee.
—I completely understand your concern with wanting recordings of phone conversations with our customer service. DIRECTV is unable to provide recordings of phone conversations with customer service agents.
—Calls are recorded at random and are for training purposes. Additionally, all recorded calls are proprietary and confidential. This pertains to our partnering companies as well. I hope you have found this information helpful, Mr. Gumbs. Thank you for writing.
-Sincerely,
-ID 448783) DIRECTV Resolution Specialist
—P.S. Football season is here! Catch up to 14 games every week this fall with NFL SUNDAY TICKET, now available at directv.com/nfl. —Customer By Email - 11/03 03:26 PMHello,
—I don't understand your reply. The issue is receiving a cancellation fee. I gave a number of reasons why that shouldn't be and listening to Direct Star's tape is just one of many. Plus, your people mentioned that they were going to review the tapes.
-Mr. X -On 11/3 12:35 PM, wrote:
-Response Via Email (ID U5694)
- 11/03 09:35 AMDear Mr. X,
-Thanks for writing us back. I'm truly sorry to hear about your DIRECTV experience. DIRECTV is unable to provide copies of your accounts call logs or call transcripts. Although we do record calls for training purposes; we do not record all calls. Calls are recorded at random and are for internal training purposes only.
—The recording tapes you are requested to be reviewed are with DIRECT STAR during your initial sales call. They have their own set of salesperson and quality assurance. -DIRECT STAR and DIRECTV are two separate companies. You may request the recordings from DIRECT STAR directly. They are an authorized retailer who sells DIRECTV equipment.
-Your time is much appreciated, Mr. Gumbs. Thank you again for writing.
-Sincerely,
- (ID U5694) DIRECTV Resolution Specialist -Customer By Email () - 11/02 07:11 PMHello,
—I'm going to make one last attempt before doing what I said below. Out of that whole conversation Chris ID 440320 never mentioned that he reviewed the tapes that he could review; I was told that would happen.
—I already proved Chris wrong about the time to cancel and starting the timer without a complete plan. Plus, doesn't Direct Star work for your company, independent or not. Why is it my job to go back to confirm what was said and do you really think they will listen to a word I say?
—If this isn't what my former commander called "The Ostrich Effect" (sticking your head in the sand hoping it will go away) I don't know what is. Mr. X — Original Message
—Re: Dissatisfied over billed customer [Reference #: 121031-003925] -Date: Fri, 02 Nov 19:43: 56 -0400 -From: Mr. X -To: DIRECTV Customer Service
-Hello,
—I read your statement but you never addressed the fact that your customer service told me I can cancel when I called to see if I could (though I was ready to argue that fact) Also the early cancellation says nothing about calling 24 hour after installation.
—The CHANGING YOUR ORDER does. I would like to point out that there were three no calls, no shows by your installer. Plus I wasn't give the complete total price that your placed. That's like purchasing an item in a box and finding it's broke but you can't return it because you opened it. It doesn't make any sense to me. I will have my lawyer contact you and
—I will be reporting this to the BBB, Fox5 and whoever else want to here about my experience. You already lost three customers because they saw what I went through with your service.
-Mr. X On 11/2 5:47 PM, DIRECTV Customer Service wrote: = image File Attachment =ATT00001,8886 bytes, added to incident = image File Attachment =ATT00002,6319 bytes, added to incident = text File Attachment =Attachment 7. Txt, 17750 bytes, added to incident Customer By Email (Mr. X)
- 11/02 04:56 PMHello,
—I read your statement but you never addressed the fact that your customer service told me I can cancel when I called to see if I could (though I was ready to argue that fact) Also the early cancellation says nothing about calling 24 hour after installation.
—The CHANGING YOUR ORDER does. I would like to pointout that there were three no calls, no shows by your installer. Plus I wasn't give the complete total price that your placed. That's like purchasing an item in a box and finding it's broke but you can't return it because you opened it.
—It doesn't make any sense to me. I will have my lawyer contact you and I will be reporting this to the BBB, Fox5 and whoever else want to here about my experience. You already lost three customers because they saw what I went through with your service. Mr. X
—On 11/2 5:47 PM, DIRECTV Customer Service wrote: = image File Attachment =ahdbjccb.png, 8886 bytes, added to incident = image File Attachment =ddbhehde.png, 6319 bytes, added to incident = text File Attachment =Attachment 4. Txt, 16821 bytes, added to incident
—Response Via Email ((ID 440320) - 11/02 02:47 PMDear Mr. X, —Thank you for writing us back regarding the early cancellation fee that was applied to the account, I can understand your frustration and I will be able to address your concerns.
—DIRECTV significantly discounts the price of equipment and installation, so we ask you to agree to a programming commitment of 24 months, effective when you accept and activate service.
—We take great care to ensure that the terms and conditions of our service, including programming agreements and early cancellation fees, are disclosed to each customer prior to activating service.in addition to providing this information in our advertising and point of sale materials we also included it in the confirmation letter sent by DIRECTV after you placed an order for equipment.
—For your reference, I have attached a copy of the confirmation letter that was sent to you. To access this file you'll need to have a. Pdf reader, you can download one free from Adobe at adobe.com. For more information on programming agreements, please visit our website at directv.com/agreements.
—In addition, after reviewing the account I see the service was ordered through Direct Star and per the confirmation letter that was sent to you I see you were receiving the correct discounts and services that were offered to you by DIRECTV.
—However, if you were offered any additional services at the time the service was ordered to have the applied to the account you would need to contact Direct Star as this was not a DIRECTV promotional offer as they set up the bundling offer with your Internet and phone service as well.
—I'm sorry that you feel that you were misinformed about the cost of the service and the channels that were included. While I understand your difficult situation, DIRECTV is unable to make an exception to waive the early cancellation fee for this reason as no salespersonor other representative is authorized to change it as we explain that there is a 24 month programming agreement on the day the receiver is activated.
—Again Mr. X, thank you for writing and giving me the opportunity to address your concerns.
-Sincerely,
-ID
- 440320DIRECTV Resolution Specialist —Make the most of DIRECTV by registering your account on directv.com. You'll learn about exclusive online promotions, new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.
-Response Via Email (- 100321411) - 11/01 05:44 AMDear Mr. X,
—Thanks for writing us back. I am sorry to hear about your whole DIRECTV experience and I understand your request not to charge your payment information on file. —We are committed and determined to provide you with prompt, courteous and excellent service. We promise to do our best to resolve any issues that might arise as quickly as possible.
—As such, I have forwarded your email to a specialist who will personally research this issue for you. We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. -Thanks again for writing, Mr. X.
-Sincerely,
-Employee ID: 100321411DIRECTV Customer Service
-Customer By Email (Mr. X) - 10/31 08:41 PMHello,
—I would like to tell you about the worst service I had ever experienced with your company. I believe the local branch will never let this get to you if I dont let you know. Let me start from the beginning. My wife and kids are in to soccer and wanted Direct TV because of the Fox Soccer channel.
—My wife and I were on the phone with the rep and my wife clearly asked do the package (she offered) come with Fox Soccer because I know Fox Soccer Plus cost extra. The rep said yes, so we ordered it.
—Here is where it gets interesting. I scheduled for the installation to happen on 16 Sep 12 between 12:00 and 4:00 PM. I left church early just to make it home in time to meet the installer.
—At 1300 the technician called saying that his equipment is broke and can't do the installation. He asked could he do it the next day, I told him that I had to work. I asked when was the latest he can install and he said from 4:00 to 8:00 PM. I told him ok I can do it. He said his supervisor will call to confirm the time. No one called.
—The next day I left work early and called to tell them I was running last due to traffic. Customer service said someone will call me. They couldn't answer my question about what happen over the weekend.
—The supervisor called me and I told him I was running late and he said he has me down for Tuesday between 4 and 8. I told him it was for today and the tech gave me the time. He told me thats what the tech wrote. I also asked about the equipment problem because it didn't sound right. —He told me it wasn't normal and that it was the techs fault and that it wouldn't happen again. I stayed home the next day waiting for the tech to show but he was a no show, no one call.
—I called and asked why didn't the tech show but customer service had no answer and said the earliest someone could come out would be the 25th. At that time my wife talked to customer service and told him she can do Monday but they said they can't so we ended the call.
—My wife emailed corporate and Scott at HQ called her, she told him the story but they couldn't help her because she didn't have the password on the account.
—Then I came home and called Name. He asked for my password and told him I never gave the rep a password and the rep used my cellphone number instead of my home phone. —When I gave him my home phone number, he said that was the password and that the rep must had entered it in the wrong spot. We final received the installation and checked the channel.
—Words cannot express what my family and I feel at this point. Saying thank you for absolutely the most horrible experience we've ever had with TV service is an understatement. The only, and I mean only reason we decided to get Direct TV is for The Fox Soccer channel which the representative said was included.
—We called customer service and asked why Fox Soccer wasnt included. They said we have to pay an extra $12.99. I told them you can tell your technician to come back and take everything and reconnect my old service.
—This was the worst experience I've ever had, it was worse than Comcast and being stationed overseas, that is saying a lot. They said theyll give me 6 months free and Ill have to pay after that, I even agreed to that.
—This experience makes Comcast look Great! I bet Xfinity would offer me lifetime service to tell my experience. Then I asked what my total bill would be after the credits I got for the no shows, he said Ill have an $86 credit but they dont know how much my phone an internet will be.
—I asked why not because DIRECTV registered me for the service and made the appointment for theto install FiOS as a bundle pack. The rep said that I will have one bill.
—He said they cant see what Verizon is billing us even though they ordered it. I will have to call and find out myself. I called but they werent open until Tuesday because Monday was a holiday. When I talked to Verizon, the rep said that I was setup with 2 different bills.
—One for phone and one for internet and asked why did I do that. I told her it wasnt me and that the DIRECTV rep ordered it and it was supposed to be one bill for all 3. She said it is never like that, FiOS always bill separately.
—She went on to say Im paying twice as much for splitting phone and internet plus m paying the highest price for the lowest speed.
—That was the final straw, I called DirecTV to cancel my service and tell them I couldnt cancel within 24 hours because I didnt have all the information. The DirecTV rep said I have 15 to 30 I belief and I asked why the order rep said 24 hours. She said she didnt know but she can cancel it now.
—I told her I wanted them to hookup my old service, she said they cant so I asked to speak to a supervisor. The supervisor explained why and I told her because of their bad service I will have to go without TV for who knows how long.
—She said I disconnect it any time before the 15th day so I told her to turn it off next Monday. She said I have a $86 credit that will go to me.
—A few weeks later, I got a bill for $352.62 for early cancellation. I called and told the rep what happened so she said they will investigate it and get back to me in two weeks unless I want to make it a priority.
—I told her to make it a priority which will make it a two day turnaround. This is what they sent me:-Early cancellation Fee -Discussion Thread&Response Via Email (- 100402421) - 10/11 07:50 PMDear Mr. X, -Thank you for writing about the cancellation fee on the bill.
—I just wanted to let you know that we received your email and I have forwarded it to one of our highly trained account specialists who can assist you with your inquiries.
—We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours.
—In case you need urgent support, our Customer Service Specialists are available to help you and in a better position to provide immediate results. Just dial 1-800-531-5000, our customer care hours of operations are from 8:00 A.M. To 10:00 P.M. Local time. -
-We appreciate your patience while we address this.
-Sincerely,
- 100402421DIRECTV Customer Service
—Customer By Web Form (Mr. X) - 10/11 05:05 PMI am very unhappyh because I was billed with cancellation fee. I was told that I have within 15 days to cancel service and I wont be billed with cancellation fee. I want you to honor what was told with me and reverse the charge. I will be reporting you to the Business Bureau.
-[&001:001151:44033&]
—I did not make the last statement about the BBB but that is not a bad idea. After three weeks I emailed customer service and asked have they finish reviewing the tapes to see what the rep said when I got the service and the Direct TV rep say about the 15 day cancellation. After all that, they sent me this:
-Response Via Email (- 100285576) - 10/29 03:27 AM -Dear Mr. X,
—Thanks you for following up on your previous email with regard to the Early Cancellation Fee dispute. I understand you would like us to review the recorded calls.
—I found that your concerns need to be forwarded for special handling. Rest assured we will be responding as soon as possible, likely within 24 hours.By forwarding this email, we will be able to address all your concerns and avoid further inconvenience. We are working diligently to get back to you as soon as we can.
-Again, thank you for writing.
-Sincerely, 100285576DIRECTV Customer Service -That is what I was told before and a few hours later they sent me this.
-Response Via Email (ID 430045) - 10/29 07:47 AMDear Mr. X,
-Thank you for writing us regarding an early cancellation fee.
—I'm sorry to hear that you have cancelled your service with us. I understand that you have requested us to review your sales phone call to verify the billing and pricing information provided.
—At DIRECTV, we strive to provide our customer with accurate and pertinent information regarding their programming and services. For this reason I will be happy to assist you today.
—After review, I determined your order was placed via a 3rd party retailer - DIRECTV STAR ONLINE. This is an independent retailer and as such we would not have any access to their call recording should it even exist. —Regarding your billing, your account was established as a standalone service.in some cases our customer are able to bundle services via partnership we have formed with various telephone companies throughout the nation.
—Not all account will qualify for bundling. Depending on our specific agreement with the telco company, our subscriber may receive one bill (integrated billing) or two bills (separate billing).
—Regarding the time period to cancel without an early cancellation fee, we don't offer a 15 day policy. I show your DIRECTV equipment was activated on 09/22, and per the terms of the offer you accepted you agreed to a 24 month programming agreement.
—I have reviewed your account and since you did not maintain the minimum programming requirements, DIRECTV is unable to honor your request to waive the cancellation fee.
-Thank again for writing us, Mrs. Gumbs, regarding an early cancellation fee. Sincerely,
- (ID 430045) DIRECTV Resolution Specialist
- We have sent you a final bill but haven't received payment. -Dear Mr. X:
—We regret that you recently decided to cancel your DIRECTV service. We hope you enjoyed your DIRECTV experience and will consider DIRECTV for your home entertainment needs in the future. —We have not yet received your payment of $325.62. It is important to pay your bill to clear your account. Your prompt attention is appreciated, and payment options available to you include:
—Pay online. Make a one-time payment quickly and easily anytime, 24/7.
—Pay by phone. Call us anytime, toll-free at 1-800-531-5000 to pay with your credit card, debit card or checking account using our Automated Phone System. Just follow the prompts. —In about 15 days from the date of this letter, any total outstanding account balance will be automatically charged to the credit/debit card we have on file for your account.
—If the account balance listed in this letter includes any non-returned DIRECTV equipment charges, you must return all leased DIRECTV equipment to DIRECTV as soon as possible to receive credit.
—If you have not received a shipping kit with a pre-addressed label of where to send your equipment, please call us at 1-800-531-5000 and a customer service representative will help you. If you have already returned your equipment to DIRECTV, thank you.
—Our customer service representatives can also assist you with any other questions you may have about your account. We look forward to assisting you.
— I cant see how they say they will check the tapes and never do after three weeks and turn around and reviewed all the tapes in in 4 hours. I want to hear the sound bites.
—Also, I didnt receive all of the information I originally signed up for because I was never briefed what my total bill would be. Just because the rep was an independent Direct TV rep doesnt excuse you from taking responsibility because they are representing your company.
—How can I be held responsible for something I never ordered or agreed to? I was under the impression that I was getting a bundle package and every time I talked to customer service and found out something new.
—DO NOT charge my credit card. I am passing this to my lawyer for review. You have been told about the dispute and by law cannot charge me until this is settled.
-PS
—Im writing this email with a scratched cornea so please forgive any typos. Tank you.
-Mr. X
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