DirecTV Inc Complaint - Fraud!
MARIETTA, GEORGIA -- I am writing in disgust at the lack of competence and outright lies being told by DirecTV in order to lure customers. My sad journey through the dismal universe known as DirecTV began on Jan 31, 2008 when I signed up for services: Choice Xtra (200 channels) $49.99/mo - includes 3 months free Starz, Cinemax, Showtime, and HBO . When I signed up online, there was an advertisement for a $20 off rebate for 12 mos which would bring my bill to $29.99/mo for 12 mos for channels plus a Maintenance Plan $5.99/mo and Dish rental $3/mo for a grand total of $38.98.
Unfortunately I have never received a bill for the correct amount due. NEVER! The notes from some of my call center interactions are listed below.
Jan 31 2008: Spoke with CSR Kelly 7:25 pm to set up
Spoke with CSR Peter id# 100254199 re: $20 credit, per agent will make notations that I should have been given $20 credit for the account to be corrected after installation. I will call in and advise agent to make the change.
Mar 7 2008: Spoke w/Tina on re: bill of $130.97 - she verified notation on acct from Jan 31 w/Peter re: extra $10 credit for 12 months to begin 6-8weeks after rebate is applied to acct monthly bill will be $38.98. I currently owe just $48.98. Made payment online confirmation Number: 377452443.
Date unknown: Spoke with 2 other CSRs re: billing - calls ended on their end w/o resolution. Spoke with Joey #70735 8:01pm re: billing - read previous notes to him he confirmed that the other $10 credit was in the notes but had not been applied to my account. He will coordinate with his supervisor re: that. He asked and I responded that I want to keep Showtime only. He advsd I was due another $.90 from the premier channels for a total of $31 as well as the $10 which from today, I will receive another 12 mos for my inconvenience.
May 30 2008: 6:45pm Spoke with CSR Ana who then transferred me to her supv Nate ID# 100184041 re: letter from DirecTV Collections re: past due amount of $149.38. I advised I was told previously that I was to be contacted by a manager from DirecTV re: the incorrect billing on my account from which I have never heard. The CSR was very nasty and talked over me and argued with me as I spoke to him. After this went on for a few wasted minutes, I asked to speak with his manager, whom he identified as Mel (Melissa). I was told she was on another call and that Nate could not give out her ID #. I asked and was told Nate was calling from the Philippines. When I asked him for the names and numbers of his USA call center he said he did not know that information. Nate went on to state that the rebate office states I was only due a $10 rebate not the $20 per the notes on the account and the fact that it was the advertisement at the time of my account activation. I was then told that to have only the $10 rebate applied to previous bills I would first have to pay the past due amount! Also, that I would be billed for the premium channel services from May 3 - June 3 even though I was previously told by a CSR that the date I needed to call in to change the free channels was before June not by May 3rd.
I am appalled at the lack of basic customer service from DirecTV. I should have known there would be a catch for the price of the services. I just had no idea that a company as seemingly large as theirs operated so shabbily and underhandedly. Not only have I been billed incorrectly, now I am being told that I will only receive a $10 rebate and only after I pay a very large bill that is incorrect!
So too, the customer service is no such thing with DirecTV. Customer Disservice should be the new name of that department. The problems stemmed mostly from CSRs not speaking English as a first language and quoting their scripts as though that were the same thing as listening and understanding the nature of the problem at hand. For example, I’d say “The billing is incorrect and I need to speak with a manager as I have explained this several times to various people.” and the CSR would respond, “Ok, I’m sorry to hear about that. How can I help you?”.
The accounting for my bills should have been: $48.98 bill1, $38.98 bill2, $38.98 bill3 for a total of $126.94. Thus far I have paid $48.98, $25.99, and $51.97 for a total of $126.94. My bill after May 3 should be $38.98+$12 for Starz = $50.98.
The company’s lack of willingness to stand behind their advertisements and to create bills with false amounts has led me to want to cancel my service and return to cable. Sure, the prices are higher, but at least when the bill came I knew what to expect and they were not liars and always stood behind their offers and rebates. I NEVER had a problem with them on that account.
Not only am I posting my complaints online, but I am also sending letters to major news publications (print and online), the FTC, the FCC, the Governor's Office of Consumer Affairs (Georgia), and their programming partners in hopes that by exposing their practices people will not choose to deal with DirecTV and save themselves time, money, and headache!