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 Issues that Need Resolving
Posted Sun October 11, 2009 3:17 pm, by Laura R. written to DirecTV, Inc.
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As the rough economy has hit my husband and me financially, we were looking to cancel our subscription with you when our agreement was up. When I called to double check when I could cancel our service, I was informed that by getting the HD programming, I automatically added another year to my subscription. This was an absolute shock! Not once was I informed of this - and I was on the phone many times for long periods discussing the HDTV programming/equipment at length before I bought it (which includes a very long rude phone call I had with a gentlemen from India - I've never been treated so horribly by a customer service agent before in my life!). I understand if I received the equipment for free that my contract would be extended - that makes sense. However, I paid for it, and NEVER was told that I would be lengthening my contract. I felt like I had been taken advantage of by your company. This was a complete and utter deceptive business practice. You can be sure I will be filing a BBB complaint if my contract is not reduced to the original time length.
As well, my basic receiver in my bedroom stopped working. I tried calling Directv over a period of 2 weeks, only to get something like 'we are unable to get into customer files at this time, please try again later'). So, though I paid for those 2 weeks of programming, I had to go without. Once again I felt cheated. Finally, I was able to get a hold of your customer service, and a Directv man came to our house to fix the receiver. As he was unable to fix it, he replaced it with another one, and took the old receiver with him. About a week or two after this, I received an automated phone message letting me know that I needed to send back the non-working receiver, unless I would be charged. I called Directv to explain that I didn't have it, as the gentlemen who replaced it took it with him. The representative said they would put that in my customer notes and it would be taken care of. About a week after I receive another automated call saying the same thing. I call once again to explain. I even call one more time after that, just to make sure I would not be charged. Well, on my next credit card bill, I see I was indeed charged for not returning the receiver. I had to call Directv again. This time I was explained that I would be getting small credits on my account each month until they add up to the charge. This is unacceptable. This was a mistake made on your end, as you charged me when you shouldn't have. Therefore, I demand the rest of the refund be paid in full to my credit card immediately. That money is rightfully mine.
In short, I am requesting that you shorten my contract to its original length I signed up with, and be refunded in one lump sum the charge you incorrectly billed me. If I find that these issues are not satisfactorily resolved, I will be notifying the BBB and looking into any relevant legal action.
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