Complaint Review: DIRECTV

After cancelling an install date, I was contacted by a DirectV telemarketer. I was offered the following package. Total Choice Programming 185+ channels, 12 months free Showtime, 12 months free Starz. Free installation. Free shipping. Free DVR equipment for 12 months (normal $5.99 per month). $150 rebate on bill over 12 months, directed to www.directv150offer.com after my service was activated. Free personal DVD player once I mailed in rebate form and copy of first bill. The offer sounded GREAT, so I took her name, ph. #, operator #, and city info and scheduled an install. Her info- Theresa Pennille, ph. #216 658 4279, Cleveland Oh. operator/employee #5222.

I had to reschedule my appointment and spoke with Ms. Simpson who again confirmed what I would be receiving. She gave me bill ID# 38094134 and acct# 31784557 and scheduled install date of dec. 27, 2006. I used to be a telemarketer and know how important it is to write down your offer and get the name, ph, and city of the rep you speak with.

The service was installed and I received a bill statement Jan. 4, 2007. The bill did not reflect my offer so I called for a bill correction. I spoke with Specialist Stacey in Idaho. She said that the bill correct, but confusing to explain how. I requested a manager. I spoke with DeeDee (employee#42192) who said the bill was correct, even though I was billed $23 for Showtime and Starz and $5.99 for the DVR equipment. She said that was free because I was credited $18.99. This does not cancel out does not equal free!!

I have documentation from DirecTV quoting the Total Choice Package at $49.99 which includes Starz and Showtime. I was billed $49.99 for the programming, $23 for Starz and Showtime, and $5.99 for the equipment!! Then I was credited $18.99. Why was I billed the extra $23 and $5.99 in the first place?? The package already includes the Starz and Showtime. This is a scam, also known as the old "bait and switch".

Manager DeeDee ended up hanging up on me and my satellite service was mysteriously disconnected 5 minutes later!! I called back in and spoke with Cust. Serv. Rep. Amber in Utah. I requested her manager. I spoke with Manager Rhett (employee# 10042344) who reinstated my service and told me that I couldn't get the package I was offered. He gave me the address to make a corporate complaint. Told me he had no phone or fax number for corporate HQ, told me his manager's name was Katherine, but that he didn't know her last name, told me Katherine's managers' name was Sonya, but that he didn't know her last name, and refused to give me Amber's employee number.

L. K.
kansas city, Kansas
U.S.A.