Trayderjoe
09-25-2019, 10:29 PM
I am sure that I am not the first to post about this, but just to be sure, here is what happened recently when we canceled our DirectTV service.
Called DirectTV on July 2nd and spoke to a representative to tell them that I was canceling my service (note: my contract had expired prior to this cancellation). I was told to bring my equipment to either the UPS store or to FedEx and it would be shipped back to DirectTV at no cost to me.
Brought my equipment to UPS store the same day. They were very helpful and the woman at the counter advised me to make sure to keep my receipt from them (I would have done this anyway).
I received an email from DirectTV on July 4 acknowledging receipt of my equipment. A subsequent email on July 6th gave me directions on how to return the equipment, and an email on July 28th showed that I had a zero balance.
DirectTV sent me an email on August 29th with a bill for $145.00. I called DirectTV and was informed that the bill for was non-returned equipment. I pointed out that I had an email from DirectTV acknowledging receipt of the equipment and a subsequent zero balance bill. After being assured by the first rep that the charge would be "frozen" until they could verify that the equipment was received, I asked to speak to someone else (my mistake, I did not specifically request to speak to a supervisor) since I had the documentation. The second person informed me that she could see the "freeze" on my account and it would get resolved in 3-5 business days.
Two weeks later, I check the account and the $145 is still showing and due within 2 days. I called back and spoke to a different rep, going through the whole process again. He played the game of putting me on hold while "his team was working to get this cleared up for me", then checking back in 10 minutes, and being surprised that I was still on hold, he told me it would just be a couple more minutes. I decided to play this out, so over a 90 minute period, he would check back about every 10 minutes to let me know "his team was close to fixing the issue" for me. I was again assured that everything would be resolved in 3-5 business days and that the account would be cleared (and yes, I failed once again to ask for a supervisor, so I have some culpability here). I informed the rep that if this was not resolved, I would report DirectTV to the Florida Consumer Affairs division as well as Seniors Against Crime.
One week later, the account was showing that it was overdue. I decided since I was remiss in not specifically requesting to speak to a supervisor, I would try one last time before making calls to report this issue. I called DirectTV and the first person I spoke to gave me her name and where she was located. I requested that I speak to her supervisor and she asked for background so she could let her supervisor know. I gave her an executive summary (I bet some of you wish I did that here....) and she put me on hold for a minute, came back on the line and she gave me her supervisor's name and told me she was transferring me over. I provided the summary to the supervisor, who apologized and checked the system, indicating that the equipment was located and that it was just noted in the system the day before. She informed me that that the charges would be removed in 5-7 business days. I thanked her and informed her that if the charges were not removed, she should not take my next comment as a threat, but that I would file a report with the appropriate agencies. She acknowledged my skepticism and assured me that all would be good. She was true to her word, and the charges have been removed.
So, for lessons learned:
1) Be sure to keep all receipts when returning equipment. Note that even if the scan comes back as "NOT VALIDATED OTHER" (or something similar), be sure to write the serial number on the receipt for the equipment to cover your bases (I did do this btw).
2) Keep all emails/correspondence until you are SURE that your account is properly closed and that you don't owe anything.
3) Make sure to ask any person with whom you speak to repeat and spell their name to you. Also ask for their location or operator ID and document the call appropriately.
3) If there is a dispute situation, when you call in, ask to speak to a supervisor since the first level doesn't seem to have the ability to resolve the issue. BE POLITE! I was very angry about the situation, but you are trying to get help and not being polite can work to your detriment. Figure out which agencies you would contact to report them if they are at fault, and let them know that you are just letting them know that you will report them to xxxx agency should the conflict not be appropriately resolved.
Hopefully this is an aberration and not the norm, but I suspect that I wasn't the first, nor will I be the last to have this experience.
Called DirectTV on July 2nd and spoke to a representative to tell them that I was canceling my service (note: my contract had expired prior to this cancellation). I was told to bring my equipment to either the UPS store or to FedEx and it would be shipped back to DirectTV at no cost to me.
Brought my equipment to UPS store the same day. They were very helpful and the woman at the counter advised me to make sure to keep my receipt from them (I would have done this anyway).
I received an email from DirectTV on July 4 acknowledging receipt of my equipment. A subsequent email on July 6th gave me directions on how to return the equipment, and an email on July 28th showed that I had a zero balance.
DirectTV sent me an email on August 29th with a bill for $145.00. I called DirectTV and was informed that the bill for was non-returned equipment. I pointed out that I had an email from DirectTV acknowledging receipt of the equipment and a subsequent zero balance bill. After being assured by the first rep that the charge would be "frozen" until they could verify that the equipment was received, I asked to speak to someone else (my mistake, I did not specifically request to speak to a supervisor) since I had the documentation. The second person informed me that she could see the "freeze" on my account and it would get resolved in 3-5 business days.
Two weeks later, I check the account and the $145 is still showing and due within 2 days. I called back and spoke to a different rep, going through the whole process again. He played the game of putting me on hold while "his team was working to get this cleared up for me", then checking back in 10 minutes, and being surprised that I was still on hold, he told me it would just be a couple more minutes. I decided to play this out, so over a 90 minute period, he would check back about every 10 minutes to let me know "his team was close to fixing the issue" for me. I was again assured that everything would be resolved in 3-5 business days and that the account would be cleared (and yes, I failed once again to ask for a supervisor, so I have some culpability here). I informed the rep that if this was not resolved, I would report DirectTV to the Florida Consumer Affairs division as well as Seniors Against Crime.
One week later, the account was showing that it was overdue. I decided since I was remiss in not specifically requesting to speak to a supervisor, I would try one last time before making calls to report this issue. I called DirectTV and the first person I spoke to gave me her name and where she was located. I requested that I speak to her supervisor and she asked for background so she could let her supervisor know. I gave her an executive summary (I bet some of you wish I did that here....) and she put me on hold for a minute, came back on the line and she gave me her supervisor's name and told me she was transferring me over. I provided the summary to the supervisor, who apologized and checked the system, indicating that the equipment was located and that it was just noted in the system the day before. She informed me that that the charges would be removed in 5-7 business days. I thanked her and informed her that if the charges were not removed, she should not take my next comment as a threat, but that I would file a report with the appropriate agencies. She acknowledged my skepticism and assured me that all would be good. She was true to her word, and the charges have been removed.
So, for lessons learned:
1) Be sure to keep all receipts when returning equipment. Note that even if the scan comes back as "NOT VALIDATED OTHER" (or something similar), be sure to write the serial number on the receipt for the equipment to cover your bases (I did do this btw).
2) Keep all emails/correspondence until you are SURE that your account is properly closed and that you don't owe anything.
3) Make sure to ask any person with whom you speak to repeat and spell their name to you. Also ask for their location or operator ID and document the call appropriately.
3) If there is a dispute situation, when you call in, ask to speak to a supervisor since the first level doesn't seem to have the ability to resolve the issue. BE POLITE! I was very angry about the situation, but you are trying to get help and not being polite can work to your detriment. Figure out which agencies you would contact to report them if they are at fault, and let them know that you are just letting them know that you will report them to xxxx agency should the conflict not be appropriately resolved.
Hopefully this is an aberration and not the norm, but I suspect that I wasn't the first, nor will I be the last to have this experience.