Direct TV Complaint - Auto Pay Computer Glitch
I called and paid the past due amount on my bill on 11/26. On 11/28 I opened up my bank account info and was surprised to see an additional charge of more than $120 taken from Direct TV on that same day as my payment posted. I called and was told that the amount was an auto pay deduction since I had signed up for that. They thanked me for being "a loyal customer since 2003." I replied that in all those years I had NEVER used auto pay before, and had NOT signed up for it. After "investigating" the worker informed me that their company had experienced a "computer glitch" and that auto pay had been erroneously assigned to many of their customers. She assured me that she would correct my account and would issue the paperwork for a refund to my account. I asked when I could expect that refund and she replied "shortly." When I questioned what "shortly" exactly meant, she explained that it would take 10 BUSINESS days! I said that was unacceptable, so after a lengthy discussion she said she would issue paperwork to expedite the refund. This still would not give me an exact date, but should "speed things up." I called 2 days later to check the status only to be informed that I was STILL set up for auto pay and that there was no way for the agent to guarantee when the refund would occur. By putting people on auto pay, the company ensures that your account is paid in full, which means that you've paid for service for the current month in advance. Asking for a supervisor did not help, she didn't know the person's name and whomever that mystery person was, he was on another call and she would have to ask someone to call me back.
This company boasts having 30 million customers. If only 10% of those customers were affected by this mystery glitch they are rolling in a bunch of our money. And many of the customers probably don't even know that this happened.
Check your bank transactions frequently - this certainly seems like some sort of lame excuse for bad practice on the part of Direct TV.
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