i was with direct tv since 2007. i had a two year contract paying 74.00 a month. in june when i came back from vacation my dvr was not working. all the shows i recorded was gone. so i called direct tv and spoke to there representative and he tried to fix it by reseting the cable box but in the end said that model does that so we can send you a new box for 19.99. i said to the rep no thank you. i refuse to pay for something that was not my fault. i asked when my contract was over and was told 8/09. the rep then said well wait we can credit you that amount and sendyou a new replacement box. i specifically said will this renew my contract. he said no and reassured me several times. i decided to cancel my account in 8/15/09 which is the end of my contract. i called three times in august to verify if aug 09 was the end of my contract and if i was to be charged any surprise fees. again i was reassured by three different reps that i was ok to cancel and there was no early term fee charges. today 8/25/09 i opened mail from direct tv and was charged an early termination fee of 440.00/charged on my credit card. i called direct tv and was told the rep i spoke to in june was reprimanded and that i should of read there rules posted on there web site and the only way to get 440.00 credited was to return to them. the rep said any equipment mailed to me even though it is a replacement is considered an upgrade and a renewal of contract. whatever the rep in june said was not true and that he was reprimanded for it but i will still be obligated to pay 440.00

My Boyfriend and I recently set up with direct TV, I should have known better because I had trouble once before with them. But at the time that was the only option available because of where we live. My boyfriend sent a payment by mail in the amount of 150+ dollars. that was the 17th of July on the 21st of July they shut the service off, when I called about it they said they had not receieved the payment so I payed the amount due with my credit card. Thats two p ayments of $305 and some change. On July 28th I received a bill for the amount of 18.91, which they said was payment for a returned check that they said was returned on the 27th as NSF. I went to the bank and found out that the check in question was paid to direct tv on July 23rd. I called and of course the people in the call center can't do anything about anything. So I faxed Direct TV a letter and a copy of the bank statement. That was August 6th 2009. I called on August 11th to check on the progress, talked to Dana, and was told they were still working on the problem and that there was no direct line to the division that takes care of this type of issue. The call center can't even send them an email. I talked another lady, Skye, on August 25th and she stated that the esculation was opened on the 11th and closed on the 17yh and to allow 7-10 day for resoulation. Matt, employee 415790 said once I get the papaer work faxed that it would be 7-10 days, he was the first person I called on the 6th of August.
It has been almost a month and now I have a new bill for 101.00 and some chanage and no answer as to where my other 156. 00 is. This company needs to be reported to the better business bureau and any other agency that deals with this sort of issue. they stole 150 + and are having an issue about returning it, or at the very least crediting it to my account. I have been keeping records of every time I talk to someone and whom I talk to about this problem. and the time I talk to them.
respectivily
Alcorn Russell III
And
Lynne Malone
Lyon MS

August 23, 2009


Office of the President
Direct TV
P.O. Box 6550
Greenwood CO 80155-6550

To Whom It May Concern:

Just this minute, I have concluded one of the most offensive phone calls I can remember to a company with whom my husband and I have just begun what we thought would be a long and pleasant relationship – DIRECT TV!

In reviewing our billing statement from you I see we had a $5 late fee. When I called to ask some other general questions about the bill, I asked about that too. I was told it was triggered because our automatic Discover payment had not been received. I explained that we opted for the auto pay when we signed up for your service and were sent on our way. We weren’t told we needed to pay an initial bill by check. With this in mind, I said so, of course, the problem must be that Direct TV had some delay in setting up the auto pay. The problem was on Direct TV’s part not ours; therefore, I wanted the $5 refunded. It seemed to be a fair resolution for a problem on your end not ours. The man with whom I spoke said matter of factly -- I can’t refund the money. So I asked to speak to his supervisor. That woman told me the same thing, but additionally told me I should have checked to be certain the Discover account had been charged. Obviously the mistake was on my part, not Direct TV’s inability to setup an auto pay account in a timely manner. Therefore, the $5 charge would stand. At which point, I told her the unrefunded charge would be a deal breaker and that we would want to cancel the account. Immediately she said okay, let me get to that screen to set a date. Really a supervisor who is willing to lose a brand new customer and invite such negative perceptions about your company is unbelievable. At that point, I pointed out to her that I really couldn’t believe refunding a $5 charge was worth losing a customer and then asked for her supervisor. After a few minutes on hold, the same woman came back to the phone and said as a one-time favor they would refund the late fee. But it could never be repeated. So in the future if your auto bill pay has a glitch, we will be at the same impasse.

The bottom line to this is…my first dealings with you as a signed-up customer were very different from the dealings we had with you as a perspective customer. I am so frustrated with how this was handled that it may well be the deal breaker I first mentioned to the supervisor I spoke with. My husband and I will be discussing this over the next day or so.

Certainly, your customer service reps ought to, at the bare minimum, be sympathetic with a customer put in this position because of Direct TV’s inept processing capabilities. At no point was I told sorry this happened, or sorry for this problem, or sorry for the predicament I see we have put you in. It was quite clear throwing away a new customer over $5 was acceptable and the only “can do” I heard until the absolute end.

It’s month two for us and I am completely unimpressed with Direct TV. I cannot foresee me ever recommending you. I am quite certain the ill will you have fostered with us today will remain for longer than you might imagine and may, in the end, be far more costly to Direct TV than the $5 you so reluctantly refunded today. For most companies, word of mouth is very important and can have an impact on business. I know for certain that if we had been told cautionary tales such as my dealings with you today; we would have steered clear of Direct TV as a satellite service provider.

And lastly, I did ask for the name of the president of Direct TV and either your supervisor doesn’t know it or just wouldn’t tell me. Either way, it unnecessarily piled on the frustration we have with your company.

Completely dissatisfied,


Mad as Hell
Direct TV account #xxxxxxxx

P.S. Attached is a copy of the notice of refund of the $5 charge. Please note on this
email, I am being pointed to a credit card option as payment if I “want to make
sure” my “monthly bill is paid on time without any hassles”. Since it was this
option that got us here in the first place, you may want to stop recommending it.


CC: Mr. Chase Carey, President & CEO Direct TV
Peoria Satellite Company
Complaints Board (http://www.complaintsboard.com/newcomplaint)_

took me 50 minutes, 6 people to talk and be transferred to, just to discontinue my direct tv. To make it worse, 2 persons I talked to insisted my contract is not yet done because of a replacement receiver done( due to malfunction), and this extended my contract. What??? its a malfunctioning receiver!! and i even have equipment protection/insurance!! After almost an hour of explaining the same situation to 6 different people, i was able to cancel my DTV, and without early cancellation fee (at least, that's what the last person said... I guess we'll find out on the final statement).

We have been having Direct TV since 1996 they started off great. Then 1997 they started takeing away channels and we were still paying for those channels we were unhappy because they were the only company in the area that would serve us. Then 2008 our dish got messed up by a hurricane. So they sent us a new dish and they sent two guys to install it .The guys that Direct TV sent to install dish did not know what they were doing and I was stuck installing it myself. After I installed it myself Direct TV took more channel away from us and we were paying 67 dollars a month for 78 channels that was really unfair so we switched to Dish network . The guy Dish network sent knew what he was doing unlike those two clowns from Direct TV. When I canceled the man I talked to said nothing about a early cancelation fee. Then a month lather I got a bill for 195 dollars. I was unhappy because that man told me bold face lie. Then I called Direct TV they had the nerve to say they told me about the early cancelation fee. Then I said I will not pay early cancelation fee. Then I sent the manger a email about it . then today they harrising me about the early cancelation fee. Do not do business with these baffoons.