Unbelievable billing screw ups - DO NOT GO WITH DIRECTV!! BUYER BEWARE
DirecTV Is Unable to Correctly Process Payment if 2 Checks Are Included in One P - Complaint
CHIPPEWA FALLS, WISCONSIN -- I am extremely disappointed in the customer service of DirecTV. My mother & I live in the same household and split the monthly bill equally. Each month we mail our check payments in the one payment envelope provided by DirecTV clearly marking out payment amounts and our account number to apply the payment. A few months ago DirecTV attempted to overcharge our check payments by $30 each. Our 2 checks were each for $37.70 but DirecTV cleared our bank for $67.70 each check. I immediately saw this discrepancy and was actually amazed that my bank deducted that amount since the check clearly was written for $37.70.
I contacted my bank and they immediately reversed the extra $30.00 overpayment. My mother then contact DirecTV and after spending 15 minutes on the phone with customer service, they still were unclear as to what had occurred. Finally after speaking to a "supervisor" it seemed the problem was resolved. We received a new bill that, although confusing, ended up with the correct balance due. The next monthly statement was correct and the payments processed with no errors but apparently because the payments were $.1 different. The 2 months we received the monthly statement which resulted in (2) payments of $40.99 which we mailed by 2 separate checks in the same envelope.
The checks were processed CORRECTLY and the next monthly statement was mailed to us. Now get this, here is the amazing part! A week and 1/2 later DirecTV decided that they had to make a payment correction taking the incorrectly processed payment amounts (only 1 check portion mind you) back from the 2 months prior that had been resolved and assess our account an additional $30. When I contacted customer service, and mind you I was very calm (in the beginning anyway), I clearly and methodically explained the whole situation to the supposed supervisor (no point in starting with someone who eventually have to send me to their supervisor). His response, after he had to have me explain it again and he still didn't seem to understand, was that they had sent us a check back for the overpayment! WHAT! Remember, there had been no overpayment this time so this makes no sense. Also, there has been no check received yet. So, instead of cancelling out the $30 charge they applied to our account because someone decided they needed to mail us a $30 check (make sense to ANYONE?!) and voiding out this supposed check he tells me that he doesn't understand what the problem is, all we have to do now is cash the check and make another payment.
He is not worried about the apparent pattern of inaccurate billing processes that are occurring under his watch. Instead of trying to display any modicum of customer service he tells me that in the future we should only send one check in the envelope. So basically, it's our fault that the customer service representatives are inept at performing their job. IF I CAN WARN ANYONE WHO IS THINKING ABOUT CHANGING TO DIRECTV - DO NOT DO IT!!! I can only imagine what other issues and concerns lie beneath the surface of this company. BUYER BEWARE!!!