DirecTV Inc Complaint - Billing Issues Are Ridiculous And Deceptive Services
PHILADELPHIA, PENNSYLVANIA -- DirecTV is a joke. I spent an hour and a half on the phone with the individual when booking my service. I went through every detail. Booking a regular package, HD service and HBO. I was getting a special rate for a year agreement. He figured out what my service was going to be to the penny. So I repeated, my first bill is going to be ____? And he said yes. The contract is for a year - yes... So on and so forth.
Of course, my first bill comes and it's about $25 more than what he said. So I call and am informed that there is a rebate process and that it usually takes 6-8 weeks. I was not told that I should fill out a rebate or that there was anything that I needed to do on my end. I figured activation started the rebate process (I guess I shouldn't figure anything when dealing with DirecTV... ) Not only that but my 12 month agreement starts when the first rebate happens and not the day of activation. I have a full on conversation about how this is not agreeable that I was told that my 12 month contract starts from the day I sign up and not 2-3 months into my agreement. I asked to speak with a manager and asked him if he was going to stand behind what one of his reps told me and basically, he said No. That I still needed to have the rebate but that the 12 months would start from day of activation and not when I start to get the rebate.
So, the next month comes and my bill is not adjusted. Again, another half hour phone call to customer service. This third call informs me that yes, I am physically supposed to fill out the rebate form (that I can get on-line). However, they will process it and it should show up on my next bill. They also give me a credit for the discrepancy this month.
Next month - I actually have the correct bill! However, I wake up yesterday and half of my stations are gone. I am so furious, I tell my husband to call this time. He does and is informed that now that we're out of contract of the 90 days service period, the service call is going to be $72.00. And, when he tries to cancel that we have a 2 YEAR agreement.
Of course, I call at this time and say I want to cancel. I never agreed to a 2 year contract and since they don't seem to be keeping up their end of the bargain, why should I? I was told that since I received the HD receiver, which is a more expensive piece of equipment and am getting it for "free" - the HD receiver is a 2 year contract. However, everything I discussed was only a 1 year agreement. NEVER was I told that getting an HD receiver meant a 2-year commitment. I would NEVER agree to such terms. NEVER. Therefore, if I wanted out of the service - I would have to pay $340.00 at this time. I was livid. Also, my discounted rate expires at the year mark and I have to pay a higher rate for the second year - again something that was NEVER mentioned.
The last gentleman I spoke with told me that he apologizes for everything that happened when I was registering. His excuse was that the guy that signed me up was not in the customer service department but in the "marketing" department and they may have different training, etc. How is that acceptable?
However, the guy I got this time told me that he would comp the service call and would give me a protection plan for a year at $.99 a month (discounted from $5.99). Considering I would otherwise owe $340.00, I have decided to stay at this time. That and the Big 10 Network.
If I have one more problem though, I will probably be looking for a lawyer for these issues. They are deceptive, manipulative and a very shady company. If you have not signed up with DirecTV - Don't. If you have also experienced these issues - I am sorry. I do not understand how a company can get away with such actions. The only advice I can currently give is that I'm writing down all of my conversations, points and names of individuals I speak to and on dates. Document Everything. That way if this company is ever to be held liable for their actions - we all have proof and documentation!