DirecTV Inc Complaint - Unauthorized Moving of Service
CALIFORNIA -- I called DirecTV on 8/18/09 and told them to cancel my account because I was moving on 8/24/09. The Customer Service Rep (CSR) asked if I wanted the service moved. I indicated it could not be moved because I was moving into an apartment that had no "line of sight" because the apartment was surrounded by buildings and trees. The CSR insisted on sending a technician to verify there was no "line of sight". I said "OK, he can come out, but please cancel the service at this address. An appointment was setup and the technician can out and saw there was no "line of sight". He left a notice indicating there was no line of sight and therefore the service could not be connected.
Three weeks later I get a bill from DirecTV for over $200 for full DirecTV service plus prepaid NFL viewing. At this point I haven't had DirecTV service for over 6 weeks so I call direcTV for the charges to be reversed.
I called and get a real nice lady who takes down all this information and places into the computer. Then she sends me to the billing department. The billing department lady says she can't reverse the charges because I didn't call in to cancel the service at the new address. I inform the lady that the service wasn't ever started at the new address. She says it was when I agreed to have the technician come out and look for "line of sight", and that I have to call in to cancel the service at the new address. Ath this point, she indicated she understood my frustration, but I still owned the money. That I would have to dispute the charges in yet another department.
Let's talk about poor customer service. When you first call in and your unhappy, they play "pass the buck", no one want's to take ownership of the problem to help the customer. They may hope you get so frustrated with then that you just pay them to end the situation. It may be worth the price to pay them so you don't have to deal with them any longer.
On top of that, you are charged for a service that you were prepaying to view. Football season hadn't even started yet, but I was still be charged for NFL service that DirecTV had noted I couldn't view in my home.
I was a happy customer for many years and I was sorry I couldn't continue to watch the NFL on DirecTV. BUT, WATCH OUT, when you want to cancel or change the service.