Copy of e-mail sent to CEO of Direct TV
Dear Mr. Carey,
I am writing to request my early cancellation fee of $107 be waived. I have been a Direct TV customer for 1 year and 7 months. 12 months in to a 24 month contract by bill went up $27 a month. I called and tried to get service for what I paid the first 12 months. The only way to do that was to change my programming package. The new package included mostly kids channels, religious programs and shopping channels. I shortly changed back to my original package and paid the $27 extra each month. Last month I was contacted by Comcast and offered a bundle of internet, phone and television for the same price I was paying for Direct TV. I also did not have to enter in to a contract to get this price and it is guaranteed for 2 years. Being a single mother, I felt I had no choice but to switch. Your CSR were polite and helpful with cancelling my service. I was shocked when I received a bill in the mail for $107. I contacted the CSR and was informed I was being charged the cancellation fee plus tax. Apparently, when I got Direct TV, I had been informed that there is a cancellation fee of $450! Your company informed me that since I cancelled my service fairly close to the end of my contract I was only being charged $20 a month. When I explained to the CSR that I had no idea of these charges, she told me that agreed to them by paying my first bill. I do not agree with these business practices. How do you expect to maintain a good reputation or expect customers to return when you operate like this? I asked your CSR to waive my cancellation fee and she told me she could not. She informed me that if I did not pay the fee by the 26th of November I would be turned over to a collection agency. I am pleading with you to waive this fee for me. I am in no position this close to the holidays to pay your company $100. If you review my account you will see that I was a good customer and always paid my bill on time. I will include a copy of this e-mail on the web site http://usashameboard.com and contact the BBB. I realize that, legally, I have no grounds and am at your mercy. I hope you will consider my individual circumstances. You may want to look at the above mentioned web site for ideas on how to improve your customer service. I appreciate your consideration in this matter and will be awaiting your response.
Sincerely,
Shelley X. Xxxxxx
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