DirecTV - Breach of Good Faith and Fair Dealing
Customer Service, Billing, Legal, Retention - Complaint
DENVER, COLORADO -- After moving from a single family home into an apartment, I asked that my service be transferred to a relative looking for cable service. Six months after the transfer, I was notified that my account had not been transferred, that instead it was temporarily suspended. A new account had been created for my relative. I sought to merge the accounts, but was told that the only way two accounts could be merged was if two account holders married. Obviously, I could not marry my relative therefore the accounts could not be merged. I requested early cancellation of the account and waiver of the fees. I was told the fees could only be waived if the account was merged with another account. Again the accounts could not be merged because I could not marry a relative. Therefore I am forced pay the cancellation fees.
Furthermore, I provided an updated address on two separate occasions in order to return the equipment. The only item that has made it to correct address is a bill for services I never received. I have made several phone calls to customer service, billing, customer retention and written a letter to the legal department. My relative has done so as well. Words cannot describe my frustration and disappointment with DirecTV and strongly advise any consumer to avoid DirecTV.
Failure to transfer the account and creating an unauthorized account is a breach of good faith and fair dealing. DirecTV knowingly created an account rather than transfer the account. DirecTV has breached its duty of good faith and fair dealing. Unfortunately, individual consumers have little power against large corporate entities such as DirecTV.
I also have great concern with DirecTV is the marriage only policy for merging accounts. Although many states are moving to legalize same sex marriages, if you are in a state that does not, your rights as a DirecTV customer are limited. In a state where you cannot marry the person that you love, you also cannot merge your DirecTV accounts.