Added DIRECTV Protection Plan That I Never Ordered & Charged Bogus PPV
Satellite TV Company
EL SEGUNDO, CALIFORNIA -- Dear DIRECTV:
I started with DIRECTV in June 2004, and the service was great. In October 2012, I purchased a new high definition television and requested installation of a new HD receiver. Installation was done on Oct. 19, 2012, and I read and signed the agreement. Unfortunately, the dish was placed in an awkward place, so I had it relocated and paid for this. My 11/13/12 bill contained charges for the HD receiver with delivery and handling, my Total Choice monthly plan, the Advanced Receiver HD monthly plan, my additional TV, and a DIRECTV Protection Plan, which I never agreed to or enrolled in.
On 12/3/12 I called DIRECTV to remove the Protection Plan and was told there would be a “cancellation fee”. I told the customer service person that I never signed up for the plan, so why should I pay a cancellation fee. I was told the Protection Plan would be removed as a one-time courtesy. I was also charged for a PPV movie that I never ordered in 2010! After a long discussion and being put on hold for a long time, the PPV movie charge was removed. My 12/13/12 bill reflected credit for the Protection Plan and for the PPV movie.
My 1/13/13 bill again showed the Protection Plan fee, which I didn’t notice (I thought it had been removed), and my 2/13/13 bill had the Protection Plan charge. I called DIRECTV on 2/23/13 and spoke with Tony about removing the Protection Plan. Again, I was told there would be a cancellation fee and I again told the representative that I never ordered the plan. Supposedly the plan would be removed and my charges would be refunded. I checked my bill on 3/4/13 and the charges had not been removed and there were no credits. I tried calling again and spoke with Monica. I also got angry, which I apologize for, but working with DIRECTV has been very frustrating. I finally got the Protection Plan removed and credits for all the erroneous charges. It only took 5 months! Your customer service has definitely declined since 2004, and when my 2-year contract with DIRECTV has ended, I will think about moving my service to another provider. Thank you for your time and attention.