Complaint Review: Direct Tv

I have been a Direct TV customer for approximately 13 years. Recently, I purchased an HDTV and decided I would up grade my service with one of the HDTV providers. I was going to change my service to Verizon Fios, and take advantage of there triple play package. Phone, high speed internet and HDTV for $90.00 a month.

Before commiting to Verizon, I called Direct TV on January 9th 2008 to inquire into their HDTV service. There was an advertizement I could upgrade for free.
After speaking to their representative, I decided to stay with DirectTv and take the free upgrade.

On January 29th, their satellite dish installation service came to my home to install the new dish and receiver. The installer removed my dish from the roof and dropped it to the ground, breaking MY DISH that I bought. After installing the new Direct TV dish he installs the new receiver. Instead of using the old hole for the cable to connect to the receiver, he drills another hole in the new floor I just installed. Once installed everything appeared to be fine, picture was great.

Three days later, I look at my DirectTv on-line account an noticed I was being charged $339.00 for the so-called free upgrade.

I contacted DirectTv and was told by customer service that the free upgrades are only for new customers. I replyed that is not what I was told. Furthermore, how does someone who doesn't currently have your service get and "upgrade", you can only "upgrade" and exisiting service. After haggling with this representative, and asked to speak to a supervisor. The supervisor, offered to give a $100.00 credit. I declined, saying no, this was suppose to be a free upgrade. He said he was sorry for the misunderstanding but that there was nothing he could do. I said fine, cancel this service and I'll return everything.

He then transferred me to another department where I could cancel my service. The young lady who took the call politely asked, may I ask why your cancelling your service? Sure, I then explained to her what had transpired. She said she was really sorry for all the confusion and offered to give me a $200.00 credit plus a full year of HDTV ($9.99 a month value) if I chose to stay with DirectTv. I responded, fine, that makes me whole and is fair and reasonabe offer.

Last week, I got my bill from Direct Tv, not only did it not reflect any credits or adjustments, but my bill was now $417.00.

I called Direct TV today, (02-24-08) and was told they only have recod of my talking to a supervisor with him offering mt a $100 credit which I had declined.

They had no record of anyone offering me a $200.00 credit and year HDTV programing for free.

I then told them I want to cancel the service and return evrything, that I had been deliberately misled twice, and it wasn't going to happen again. I was then told, well they'll be fees for early termination of your contract and service. I advised her DirectTv misled me, and I'm NOT paying any early termination fees. She said, well, we'll just charge it to your credit card that we have on file.

Needless to say, I'm very unhappy with DirectTV and will dispute these charges when they appear on my credit card. I've spent thousands of dollars for their service over the years, but after the way I was treated by their customer service, I will never use them again.

John
Bound Brook, New Jersey
U.S.A.