Complaint Review: Direct TV - Internet

How to get screwed by DTV. We had DTV and did a Military move before our contract was up. I called several times and was assured every time that we would not be charged an early disconnect fee. On Oct 7, 2013 DTV drafted 158.00 from my account. After multiple calls and a different "story" each time I am still waiting for them to reimburse me. Here are 2 of the emails I was sent. Each response indicates future delays in refunding the money. They seemed to have no problem drafting it out of my account but refuse to just put it back even though they said they would. "THE CHECK IS IN THE MAIL"…REALLY! I have other bills that are due. Do you think they will accept that answer?

You recently requested assistance from DIRECTV. Below is a summary of your inquiry and our response.

Subject: Refund

Leticia T. (ID 416521) (10/15/2013 05:20 PM)

Dear Mrs. G,

Thank you for contacting us about your Early Cancellation Fee. I understand how important this issue is, and I will be happy to help with this process.

I have reviewed your account and see notes stating the fee was to be waived. I also see multiple instances where the credit was escalated but not applied. Experiences like the one you have described are very rare and we do not take them lightly. We train our Customer Care Representatives to be professional, accurate, and courteous when dealing with and resolving the concerns of our customers. I have forwarded information regarding your complaint to DIRECTV management for review and coaching; we want to take every step we can to ensure that you get the service that we expect and you deserve.

I have issued credit of $180.00 to your account for the early cancellation fee. After the credit, your account has a credit balance of ($180.00). I apologize for any inconvenience this may have caused you.

I have escalated your refund to the finance department to request that it be expedited. This department is highly trained and will be able to quickly resolve this issue. If approved, your refund is processed within 10 business days. I have requested to have the refund issued back to your credit card which the final payment was made from. Please allow additional time for credit card processing by your financial institution. After 10 business days, you may contact one of our friendly customer service representatives by calling 800-531-5000 from 8:00 AM to 1:00 AM (ET) for the results of the escalation. We appreciate your patience and understanding.

Thank you again, Mrs. G, for giving me an opportunity to help you with your Cancellation Fee concerns. DIRECTV strives to provide complete and accurate information about your account and DIRECTV policies at all times.

Sincerely,

Leticia T. (ID 416521)

DIRECTV Resolution Specialist

Rocky S. (ID 100275912) (10/15/2013 11:29 AM)

Dear Mrs. G,

Thank you for writing us about your refund. We want to ensure that your concern is addressed as quickly as possible. I have forwarded your email to a specialist who will personally review your concern and follow up with you. We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours.

We appreciate your patience while we work to resolve this for you.

Sincerely,

Rocky S. - 100275912

DIRECTV Customer Service

You recently requested assistance from DIRECTV. Below is a summary of your inquiry and our response.

Subject: Refund

Erick - 100556041 (10/24/2013 11:40 AM)

Dear Mrs. G,

My name is Erick from DIRECTV's email team and I appreciate you for taking time to inquire about your refund. It is one of our main billing priority to process all refunds as soon as possible. Helen, I reviewed your account and I'm glad to assist you today.

After checking, I have confirmed that your $180 credit balance will be sent as a refund check on 10/25/2013 to the mailing address we have on file. Please allow three to seven days for first class mail delivery.

Thank you again for writing, Mrs. G.

Sincerely,

Erick T. - 100556041

DIRECTV Customer Service