DirecTV Inc Complaint - Bad Customer Service, Incorrect Information From Reps
BOISE, IDAHO -- For financial reasons, I chose to suspend my DirecTV service in 7/08. I was told at the time that I could call on 1/6/09 and cancel my DirecTV service. I called 1/7/09 and terminated my service. I confirmed with the representative multiple times in the phone call that I would NOT be charged an early termination fee (ETF). She assured me each time that I would not. A couple weeks later I received a bill from DirecTV with an ETF on it. I called the next day and was told that because I suspended my service, that my contract was extended the amount of time my service was suspended, therefore I was billed an ETF because my contract wasn't up for another 6 mos. NO ONE EVER in previous conversations with reps mentioned this to me. I expressed this to the reps I spoke with that day. I called, spoke with a first line representative Didn't get anywhere, spoke with supervisor. After 20 mins. of hold time and researching, I was rudely told that it is a valid fee and that no one in this company will be removing it. I found the Office of the President's phone number located in Boise, Idaho. I called, spent more time explaining my situation, and still got nowhere. After 2 hours of fighting this, I gave up.
None of the reps I spoke to were able to answer my one question with any satisfaction from me: How come I'm being held responsible for reps giving me incorrect info and not documenting their 'system' correctly? Instead I was told repeatedly that it is a valid and it will not be removed.