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 Disputing Cancelation Fee
Posted Mon September 14, 2009 1:46 pm, by Bill M. written to DirecTV, Inc.
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After 3 continuous yeas as a Direct TV customer (a customer for 10 of previous 11 years) I canceled my account with Direct TV on 05/20/2009 and was charged a $126.42 cancelation fee on my credit card, that Direct TV states was the fee for breaking a two year contract that I supposedly entered into in January 2008 when I added HD service and an additional receiver to my existing package.
Not only was I unaware that I was being put on a two year contract, but, at the time I was adding the additional receiver, I specifically asked both customer service reps that I dealt with, whether or not I was being put on another "contract". If either one had said yes, I wouldn't have gone through with the additional receiver & HD service since I knew at the time I would be switching to FIOS within a year or so, as soon as it became available in my neighborhood.
I did not get any sort of price break or freebie as a result of adding the new receiver and HD service. I did get Showtime free for 3 months as a result of the botched installation and the 3+ weeks this simple procedure dragged out. Thus, I had no reason to suspect I was contractually obligated for an additional two years since I wasn’t getting any sort of freebie by addding the additional receiver and service.
I’ve contacted their customer service department 3 times in attempt to resolve this and each time have received the exact same “canned response” that referred to the provisions of the contract . During the last 2 attempts, I asked their customer service to produce a contract that I signed, a request that was essentially ignored since they just cut and pasted the same verbiage form the prior responses with me.
I have since gotten the charge taken off my credit card but now Direct TV is sending me demand notices I do not feel I should have to pay this and I also don’t not feel that my credit should be impacted due to their less than honest sales tactics.
The irony in this is that I received several sales calls from Direct TV asking me to come back.
I would like Direct TV to stop any further attempts to collect this bogus fee.
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by Bill M. Posted Thu September 17, 2009 @ 1:05 PM
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Direct TV called me this morning and sent the email below, in reponse
to the PF response. They are basically saying that they have a record
of me asking if I was being put in a contract but, have no record of
that person telling me that that I wasn't. DirectTV considers the
case closed and that I owe the $$.
Any suggestions? If they put this on my credit report, will my note of
explantion mean anything or offset the lowering of my credit score
that's sure to occur?
I'm incensed that a company can get away with this. I acted in good
faith by asking the questions and was apparently lied to at the time
by DirectTV and becuase the sales person didn't document his lie, they
assume the customer is wrong.
Direct TV's response:
Thanks again for taking the time to speak with me this morning.
As mentioned on the phone, my name is Yvonne and I am a Supervisor in
DIRECTV's Resolution department. I have reviewed your account and all
previous contacts and I personally confirmed that the resolution you
have been provided is correct and accurate.
To confirm, you activated HD equipment in 02/08, which required a 24
month programming agreement. There are no notes on your account
indicating that you had been offered this free upgrade without the
aforementioned programming agreement. Lease upgrades of this nature do
require a new agreement, and therefore, we will not be able to honor
your request to reverse the early cancellation fee.
I understand that this may not be the answer you were expecting. Since
this response has been reviewed for accuracy, DIRECTV considers this
matter to be closed and any additional emails on this topic will not
receive a response.
Rest assured, DIRECTV responds to all inquiries that the Better
Business Bureau forwards to us, although we encourage our customers to
call or write us directly with their concerns.
We are also processing your request to be removed from our outbound
call list. Please be aware that it may take up to two weeks to
process, so you may receive another outbound call before your request
is fully processed. I appreciate your patience in this matter.
Thanks again for writing and giving us the opportunity to respond to
your concerns.
Sincerely,
Yvonne S ID 400467
DIRECTV Resolution Supervisor
P. S. Football season is almost here! Catch up to 14 games every week
this fall with NFL SUNDAY TICKET, now available at directv.com/nfl
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by Popeleo2 Posted Mon September 14, 2009 @ 3:04 PM
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Write on the face of the invoice received the following "I do accept,
acknowledge or recognize the charge. Please do not contact me again"
and send it back to them. They then can only contact you with proof
supporting the balance due. Which you can then dispute accordingly.
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