DirecTV - Unprofessional Corporate Behavior
Billing and Customer Service Department - Complaint
I signed up for DirecTV service through AT&T and the sales women I spoke to signed me up for a higher priced channel package then I wanted, she also put me down as wanting ALL HD with a DVR (that I didn't want). The sale women also stated that I would receive a $50.00 gift card as part of the promotion they were running for new customers (I never received it ) that was a lie! The only way I believe this happen is there sales people must be getting paid on commission. I ordered the basic channel package without the HD service. I had no idea that the install personnel was giving me ALL HD service equipment. I did ask the installer why was I getting a DVR and he told me it was promotional (no charge), that was a lie. Then the installer told me that he had to collect $30.00 because of the way he had to mount the satellite dish (another lie). DirecTV's corporate office told me that mounting a HD dish on a pole is listed as standard installation, and requires no charge, instead of refunding my money they would only give me $30.00 off my next months bill.
Once I received my first months bill and started asking questions about " why is it so high" thats when I realize what they had done! Every time I talked to a DirecTV personnel (trying to fix the problem) I was told that it would be fixed or that I have HD equipment so I must pay for HD service! After 3 months of trying to get my bill fixed I told DirecTV personnel that I wanted a copy of the audio recording of my sales call, they told me I couldn't have it! So I informed them that I never signed a release form on the rights of my voice so that sales call is as much mine as it is there's. That's when they started trying to work with me and they only fixed my bill after I told them that I would get my Lawyer to subpoena that phone recording for court. After hearing that, they fixed the bill and I still never got a copy of that phone call!
Nine months later we moved to the other side of town and took our equipment and had it reinstalled. Once again ( because we moved) all the problems with the bill started all over. I was told that it was reset by the computer system. So I (again) had to call them over and over trying to get my bill fixed. So again I had to deal with DirecTV personnel telling me that would fix the problem, then they don't. My wife and I talked about what we should do about DirecTV, so I called the cancellation dept asking questions and one thing I was told is that if you cancel a contract early there is a $10.00 charge per month still left on the contract (a lie) . We decided that the best way to deal with our problems regarding DirecTV is to cancel our contract. I called the cancellation department on October 15th @ 11:45am and they tell me it will be a $20.00 fee per month that we were still under contract. During this call I told them that I wanted a itemized bill with all fees and past due amounts sent to me. We never got the bill and DirecTV said they sent it on Oct 27th. They told me that in the letter that I didn't get it stated that if my bill wasn't paid by November 5th that they would take it using a debt card that we had used in the past. On Oct 6th DirecTV took $377.10 from our bank account causing three over draft charges of $30.00 each, that's a total of $461.10 that we weren't ready for. We noticed this on November 11th and called DirecTV @ 8:29am using number 1-800-531-5000. I spoke to DirecTV personnel Sunia #188355, Suzie #100545525 and Marisa #100466211, I noticed that they all had the same accent and asked Marisa "what county are you located in" she responded "the Philippines".
Basically what these Filipinos told me is, I was given enough time to pay so they took the money and they don't care if I got the letter or about the overdraft charges! DirecTV is one of the most unprofessional, un-American corporate entities that I have had the displeasure of dealing with! If a company can't hold up there part of a contract then it should be void! I was still waiting on my bill when they had stolen those funds from my account without my knowledge making them responsible for the over drafts! DirecTV needs to change the way they do business, starting with the sales people and ending with the customer service and people skills of there employees. On a final note there should be some kind of steps that can be taken when someone is canceling there account based on corporate incompetence!