|
|
 Why I left DirecTV
Posted Wed April 21, 2010 4:12 pm, by Stephanie L. written to DirecTV, Inc.
Write a Letter to this Company | Rate this Company
I have had DirecTV since 2002. We were even paying more by retaining their service, but were happy with the service that we received from them. When we upgraded our TV recently, we want to upgrade to HD service. It was going to be more expensive with them (even with the deals they gave us) but, again, we were loyal.
During the interaction, the agent required a credit card for a one time charge of $20 and change. I gave her my visa/debit card. After the transaction was complete, she informed me that she had added that card to my account and they would use it to charge my cancellation fee if I canceled my 2 year agreement early. I told her that she could not put that card on file since it was my debit card. (I work for a hotel and I know how dangerous a mistake can be if an agent adds an extra zero to a transaction).
The first woman said that she couldn't remove the card, but that a customer representative could. I called and, of course, the card could not be removed. I spoke to several people including a supervisor who suggested that I could write a letter to their corporate office which tells me how anxious they were to resolve my problem.
I even ended up calling their corporate office and a very rude corporate representative who said that it was in their system and that they would not remove it. They had problems with people not paying their bills and needed this information. By this time, I had already canceled that card and based on my credit union's suggestion, filed a complaint with the FCC.
All agents attempted to get me to give them a new credit card but I refused until they removed the old one from their system.
On the day that I called to cancel my service, their recovery agent said to me, "but you are our perfect customer. You have a perfect payment history and have been with us for a long time.". (I can't imagine how they treat customers that they don't value.) I said that if I was that valuable to them, they should have found a way to take care of me.
I felt that they violated my trust by taking my credit card and intentionally using it to protect themselves instead of being honest and saying that they needed/wanted a credit card on file. I would have given them my American express card for that purpose.
I have had other problems with companies but this one tells me everything I need to know about DirecTV. I feel that they are dishonest and out to protect their bottom line.
They should (and I am told by the FFC must) remove my credit card from their system if I request them to do so. Had they done this, I would not have canceled our service.
They have every right to require a credit card but they don't have a right to keep every card I've ever given them on file.
 Reply
| Log In/Create an account | 3 comments |
|
|
| PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately. |
 |
 |
 |
|
|
|
UPDATE:
DirecTV called me today. Not to apologize or say that they made a
mistake, but to ask me for a new credit card to put on my account -
the account that is closed and has a credit on it with a check being
cut.
Several agents tried to get a new cc from me before I canceled our
service stating that if I gave them a new number, that the old number
would go away; however, I had already been told by several supervisors
that those cards never go away. In fact the corporate rep told me
that they can use any card we have given them at any time if they deem
it necessary for payment.
I asked what was the purpose behind calling me since I had already
been told all of this information and nothing had changed. (They
weren't apologizing or saying anything new. They weren't
acknowledging that tricking their customers into giving credit cards
isn't the right way to go about requesting a card on file.) She
replied that they wanted to make me aware of the policy (which, of
course, I was) and to get a new credit card number from me for the
account (I have no idea why and she didn't have an answer. We were
not under any contract anymore and they said that they would be
cutting me a check for the amount that they owed me).
My feeling is that if it is their policy then be up front about it.
The FCC says this policy is against the law so perhaps that is why
they aren't more forthcoming about it. I understand that not everyone
pays their bills and why they want to have a credit card on file -
even if I may not agree with the policy. I can choose to do business
with them or not. And, its my fault that I gave them the debit card
at all. But, why call me when nothing has changed and you aren't
apologizing at least for not being upfront? I just don't get it.
Reply
|
|
|
|
|
|
|
You're absolutely right. I know better than to use my debit card in
that manner. I normally only use it for immediate transaction such as
at the grocery store.
I don't use it online. I just didn't want to see the charge on a
credit card bill a month later. I just wanted it done and over.
An important lesson for me. I just don't understand how they get away
with it if it is against the law. The FCC agent gave me the statute
number that the practice violates. Amazing that this is standard
company policy/practice. And it must be written down because every
agent used the exact same words every time I spoke with someone.
Reply
|
|
|
|
|
|
by Donno Posted Wed April 21, 2010 @ 8:27 PM
|
|
|
Companies do this sort of thing. If you are under contract with a
company, and give them a credit/debit card, many companies will use
that as authorization for future charges.
I was speaking with a bank manager the other day, and in passing he
mentioned he had heard a consumer had sued a company that did this.
I use my debit card for only one thing - ATM transactions. I don't
want anyone by myself with a direct line to my cash.
I'd be pretty upset about this as well. To do this routinely to
people who have a clean payment history is bogus.
Reply
|
|
|
|
|
|
SHARED LETTERS 
del.icio.us
Digg this