[Trayderjoe]

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.

[Two Bills]

To be perfectly honest, I would have ceased all contact after the first phone call.
You had proof of completion. You had notified them of their error.
Ball in their court!

[Viperguy]

Similar issue a couple years ago. Right hand doesn't know what the left is doing. Companies are split and departments are outsourced. The way things are today. Sad

[Martian]

Best alternative is to never start doing business with them. I have a rule, I never do business with any company that advertises with blatantly misleading ads. We. constantly get spam mail from them advertising $19/mth. Sure, you can pay them for $19/mth. If you want to watch anything it is quite a bit more.

[Bjeanj]

I’m sure sorry you went through all that.

[Marathon Man]

Thank you for sharing this. We are going to cancel Direct TV soon and I will stay on alert.

This will be the second time we have cancelled. The first was when we moved to Florida. It went smoothly with no issues. In fact, they told us to re-cycle the equipment. I guess maybe is was older and they did not want it back.

[Nucky]

Good Job Trayderjoe, you may have saved many people much heartache with your valuable post.

My read on the treatment you got has everything to do with DirecTV being purchased by AT&T. Before that, I was a long-time Direct customer and never remember any Hocus Pocus that many people have experienced with billing and equipment return issues. They (Direct) are a disgrace IMHO. They were Fantastic when they were a stand-alone company. I went thru similar problems when we ended our relationship with Direct.

[B-flat]

Thank you Trayderjoe! We have Direct TV that wasn’t the plan but since Century Link dropped TV and we wanted Century Link internet we took Direct TV. WE have another year on our agreement, but your post is helpful.

P.S. Along similar lines a year ago I wanted an iPhONe XR( that’s 10 R). Verizon had a buy one get one promo, I didn’t want it since my wife was happy with her iPhone 8 Plus. the sales rep went on to tell me it was a great deal and yes I knew it was. I did asked him to run the numbers because the key to making the purchase was keeping our bill at the $190 range. The SOB said it would be around $190 and sure enough it was $190, then a month later it shot up to $219. By then it was too late to really take any action without taking another loss. Caveat Emptor, “let they buyer beware.”

[CFrance]

DirecTV hasn't been the same wonderful company since becoming part of AT&T a few years back. We had a row with them over non-payment of several months' service even though we had had no contract and had canceled the service. There aren't enough words allowed in a TOTV post to explain what transpired. But we hung on, and the $495 amount they wanted to (erroneously) charge us was finally erased. The main problem was they claimed we signed a contract when AT&T took it over. But we hadn't, and they could never come up with a copy of the contract they claimed we signed. We did have to go quite a way up the chain of command, including sending a notarized letter. It was a mess and took forever.

We had been with DirecTV since they started NFL Ticket, and it was a wonderful service with no administrative hiccups. A shame AT&T had to come along with their incompetent record keeping.

To the poster that said "Ball in their court," I see a problem with that. I'm afraid they would turn you over to a collection agency, and then your credit rating would be affected.

[Dmbluk]

Now the best is yet to come. Now you will start getting calls every other day wanting to know. Why did you discontinue service and what can we do to get you back? When I told them they got too expensive for me they looked at my account and said Wow I understand. What if I can do it a lot cheaper? I told them they should have thought of that a long time ago. But thanks for the call. Click!!!

[Velvet]

Really appreciate the information about Direct TV. Hubby was considering their service for both of our locations, but it sounds like they are a nightmare to deal with!

If they call us for promotions I will ask them, have you read your reviews on TOTV?

[Two Bills]

Originally Posted by CFrance

DirecTV hasn't been the same wonderful company since becoming part of AT&T a few years back. We had a row with them over non-payment of several months' service even though we had had no contract and had canceled the service. There aren't enough words allowed in a TOTV post to explain what transpired. But we hung on, and the $495 amount they wanted to (erroneously) charge us was finally erased. The main problem was they claimed we signed a contract when AT&T took it over. But we hadn't, and they could never come up with a copy of the contract they claimed we signed. We did have to go quite a way up the chain of command, including sending a notarized letter. It was a mess and took forever.

We had been with DirecTV since they started NFL Ticket, and it was a wonderful service with no administrative hiccups. A shame AT&T had to come along with their incompetent record keeping.

To the poster that said "Ball in their court," I see a problem with that. I'm afraid they would turn you over to a collection agency, and then your credit rating would be affected.

If you are retired, why worry about credit rating?
Our credit rating ( wife and I) must be pretty poor, as we have not borrowed for over 40 years.
The OP has done all he needs to do, and has proof. Ball in their court!

[Velvet]

You never know when you may need credit rating. If you have to borrow for a medical emergency etc. always good to be prepared, in my opinion.

[CFrance]

Originally Posted by Two Bills

If you are retired, why worry about credit rating?
Our credit rating ( wife and I) must be pretty poor, as we have not borrowed for over 40 years.
The OP has done all he needs to do, and has proof. Ball in their court!

I would not ever want to do anything to jeopardize my credit score. Maybe some day I'll need a loan for some unforeseen reason, who knows.

And AT&T is not going to stretch itself out to catch that ball that's "in their court," in my opinion. They have too many layers. Not to mention lawyers.

You're right about what they should do, but unfortunately the onus is on the customer to protect himself.

[Nucky]

Originally Posted by Dmbluk

Now the best is yet to come. Now you will start getting calls every other day wanting to know. Why did you discontinue service and what can we do to get you back? When I told them they got too expensive for me they looked at my account and said Wow I understand. What if I can do it a lot cheaper? I told them they should have thought of that a long time ago. But thanks for the call. Click!!!

You handled that in a very reasonable, charitable manner. I'm trying to get to that level of calmness and factuality that you used.

Unfortunately for the Poor Agent who was assigned the Second call to us the week after we finally got in the clear from DirecTV I gave him the option of hanging up and never calling again or option #2 getting the all-out Shock & Awe Show. They went for Option #2 and we never head from then again. There was a little terrible language relayed to the young man on the line. I let it all out. Not proud of it and haven't done anything like that since. That's not why we moved here. I moved here to chill out. I'm going to do that anymore. They are not worth it.

Don't mess with my Credit Score or what I just said is off and the battle is engaged!!! I don't need the Score anymore but I wanna go out on Top!