DirecTV Inc Complaint - Unauthorized Debit From Bank Account
NORTH CAROLINA -- Well, I do not have a DirecTV account. Nor will I ever! However, my brother-in-law does. My wife had used her debit card on several occasions to pay his bill and he would give her the money for it since it was a quicker way of payment and he did not have a checking account at the time. Well, he got behind due to the obvious financial crisis going around. The cut off his service and kept sending him bills. His last statement reflected the balance of $172.83. Then shortly thereafter he received another letter from them stating that they had received payment in full and that he did not owe them anything.
Come to find out they had taken the payment from our bank account to pay his past due bill! I was furious! I called their customer service number and got an agent on the line. I told them my problem and they tried to tell me that since that card was on file that they could take the payment because the terms were stated in their user agreement. After pleading my case with the agent for about 20 minutes they transferred me to a supervisor. I told the supervisor (Winnie) the same story. She tried to sell me the same BS. I told her that our name was not on the account and that we were not affiliated with their "user agreement".
She finally apologized and said that we would get a full refund. She said that we needed to go to our bank and get a document showing that the money came out of our account along with the card number and our address on it. She said that it would take 8 business days after receiving the fax to process the refund. I was floored! It takes 8 days to get back what they took in one day. Well, at this point I just wanted our money back. I went the next day and got the documents we needed from the bank and faxed DirecTV 3 copies just to make sure that they received it. I waited about 2 hours after I faxed and then I called them just to make sure that they had received my fax. It is so amazing how helpless these agents are. They could not tell me if they had received my fax!! I then ask to speak to a supervisor.
The agent went on to tell me that they could not transfer my call to a supervisor. She said that there was no way to contact one on their phone system. I told her that was baloney because I was able to talk to one the last time I called. Well all of a sudden she said that she could "try" to reach a supervisor. Well she put me on hold for about 20 minutes and came back on and said that there was not a supervisor available. I told her that I just wanted to know if they had received my fax. She said that there was no way for her to know, but it would take 8 business days to process it once they received it. At this point I was very frustrated. We then ended the call. I emailed them the next day to see if they could forward my email to " Winnie" the supervisor that I had originally spoke to. I just wanted to know if she had received my fax. Well, I got a reply saying that according to their records my issue had been resolved the day before when I spoke to an agent and that it would take 14 business days to process the refund once they received the fax. Well, I was seriously ticked at this point. I still did not know if they had received my fax and now they are saying that it would take 14 days instead of 8 to process my refund. I sent them another email questioning the capabilities of their service agents.
These people are "programmed" to give certain answers. Its like they are reading it all from a text book or something. I also asked them why it was going to take 14 days now instead of 8. Well, the next day I got a reply. They still could not tell me whether or not they got the fax. They went back to their original story and said that it would take 8 days to process the refund. Its been several days now since I communicated with them. I really don't know at this point if I am going to get the refund. They can't even tell me if they had received my fax. Please beware of DirecTV!! They seem to make their own rules up as they go. I will not ever have any service of theirs!!