DirecTV Inc Complaint - DirecTV Charged Customer $600.00 After House Fire
On September 20th 2010 our house was 75% destroyed in a fire. As a result we were forced to moved into an apartment. We called to take care of all the utilities and other necessities one must deal with when dealing with a disaster of this magnitude. DirecTV used our confusion and grief as an opportunity to take advantage of us. Never informing us that by waiting 7 days we could cancel our service with no penalties, or, as the other utilities did, offer to postpone the contract during reconstruction.
While changing services to the nearly destroyed house I called DirecTV. DirecTV was accommodating at first and we agreed to move the service temporarily to our new domicile since we would need it back in a year or so when our home is rebuilt. Even with this they charged us for 3 receivers even though only 1 was destroyed. I did not object to paying for these, however, as we all know used electronics are worth very little, and charging me for these old boxes seemed desperate on their part. DirecTV sent installers to our temporary residence, the installers were unable to complete the install because they claimed they could not access the attic, and wanted to drill through the exterior walls and tape the coaxial cables to the floor, to which I objected. I called DirecTV and informed them of the situation. DirecTV informed me that they had no way to deal with this and canceled our DirecTV services. After this I received a bill for $600.00. Naturally I was shocked and called their customer service number (which is located in Mexico) where I spoke with David. David put me on hold for 7 minutes upon which I hung-up and redialed and was connected with Adam, I explained the situation to Adam, who was apathetic, and asked for a supervisor. Adam eventually transferred me to Oscar (I assume a supervisor) who informed me that they would do nothing and would turn the account over to collection, or simply charge my credit card for the total. He even informed me in a condescending voice "Look, we get paid one way or another" and threatened me with a litany of retributions if I did not pay the outrageous amount demanded.
If I was aware of their apathy and incompetence at the time of my first call, I would have simply kept a basic service with DirecTV and piled their equipment in a corner until the house was rebuilt, then resumed our regular services. I was never given this option. In hindsight however this experience has been a frightening eye-opener into how DirecTV actually feels about their customers.