- Report: #443649
Complaint Review: DirectV - El Segundo California
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DirectV
2230 E Imperial Hwy El Segundo, 90245 California, U.S.A.
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DirectV Supervisor Daniel (Employee Number: 100204178) Set up my DirectV payments through Qwest and got billed by both companies. El Segundo California
On December 24th I paid my most recent bill with DirecTV. On December 26th, I set up a new Qwest telephone and internet account and was offered a "great" deal in that if I allowed Qwest to bill me for my DirecTV account since they are partnered somehow and have my Satellite TV, Internet, and home telephone all on one bill I would save $10.00 a month. With money being extremely tight these days, I though that would not be a bad idea.
My Qwest bills were running in the $145 - $150 range for the next couple of months, so naturally I assumed that my Satellite television expense was included in these bills for one reason it said so, and for another my internet and telephone was to run around $65 per month. If I calculated the $10.00 savings plus the satellite TV charge and added in phone and internet the bills should be right on. At this point I was satisfied.
One day during the first week of February my DirecTV service went out and I received some message on the bottom of the television screen to call customer service because the channel I was watching was not in my plan, nor was it available. DirecTV cut off my service for non-payment. I called DirecTV promptly the next day and asked them why they cut off my service, and I was told that I had a $365.00 passed due balance. I promptly explained to them that I had switched the billing over to Qwest and had clearly been paying them. The response was that I would have to take it up with Qwest to get the money transferred, which never happened. Keep in mind; I have been a DirecTV customer since 1998! I received no help from either party, nor does one hand know what the other is doing.
I finally worked out an agreement with Qwest to have some credits applied to my account, however the credits are not nearly what I was overcharged nor did the fully compensate me for the amount differential between what the bill would have been without the DirecTV. I then proceeded to call DirecTV, while I recorded the entire call, and was told that they made a mistake and they would split the $365 balance with me and work out payment arrangements. I was to pay them $100.00 by April 13th and $207.00 on my May 1st bill and all would be taken care of, they even went as far as to reinstate my service immediately due to the error. I thought all was under control, when at about 1am April 5th my DirecTV went out again displaying the same message as before.
The following evening I called DirecTV and explained to them the agreement that was made the evening before, and was told that the person who made the agreement left no notes as to what he had done and so that voided our agreement and that my service would remain off until I paid them the $365.00. I told them that I recorded the entire conversation and that a person from Qwest was on the line with me when the agreement was made. I asked for a supervisor and Daniel Employee Number 100204178 got on the phone and said that the agent who helped me the evening before had no authority to make such a payment arrangement with me and that he "LIED" to me. I was also informed that my level of disconnection with DirecTV was increased to a level 2, whatever that means, and that I could not resume service until I paid the $365.00 I already paid to Qwest. I also informed Daniel the Supervisor that I had been a customer with DirecTV for over 11 years and had paid them a total of $25,661.98 since I first started service with them and asked him if he could please help me by at least honoring the agreement made by the representative from the previous evening. I was informed, "that there was nothing they could do to restore my service" no matter how long I had been with them and what the person said the other evening said did not matter. I then informed Daniel that I had recorded the entire call with the rep that made the deal with me and was recording the current conversation. At this point the communication became an exchange of unpleasantries and I informed him that DirecTV's business practices were atrocious and that I would be appealing my story to any and everyone I could tell. All Supervisor Daniel #:100204178 could tell me then was that I was going to be sent to collections for my unpaid balance.
11 Year Customer of DirecTV - Spent $25,661.98 during that period and they could care less about keeping me as their customer.
Matt winter
Cavecreek, Arizona
U.S.A.
Click here to read other Rip Off Reports on DirectTV
My Qwest bills were running in the $145 - $150 range for the next couple of months, so naturally I assumed that my Satellite television expense was included in these bills for one reason it said so, and for another my internet and telephone was to run around $65 per month. If I calculated the $10.00 savings plus the satellite TV charge and added in phone and internet the bills should be right on. At this point I was satisfied.
One day during the first week of February my DirecTV service went out and I received some message on the bottom of the television screen to call customer service because the channel I was watching was not in my plan, nor was it available. DirecTV cut off my service for non-payment. I called DirecTV promptly the next day and asked them why they cut off my service, and I was told that I had a $365.00 passed due balance. I promptly explained to them that I had switched the billing over to Qwest and had clearly been paying them. The response was that I would have to take it up with Qwest to get the money transferred, which never happened. Keep in mind; I have been a DirecTV customer since 1998! I received no help from either party, nor does one hand know what the other is doing.
I finally worked out an agreement with Qwest to have some credits applied to my account, however the credits are not nearly what I was overcharged nor did the fully compensate me for the amount differential between what the bill would have been without the DirecTV. I then proceeded to call DirecTV, while I recorded the entire call, and was told that they made a mistake and they would split the $365 balance with me and work out payment arrangements. I was to pay them $100.00 by April 13th and $207.00 on my May 1st bill and all would be taken care of, they even went as far as to reinstate my service immediately due to the error. I thought all was under control, when at about 1am April 5th my DirecTV went out again displaying the same message as before.
The following evening I called DirecTV and explained to them the agreement that was made the evening before, and was told that the person who made the agreement left no notes as to what he had done and so that voided our agreement and that my service would remain off until I paid them the $365.00. I told them that I recorded the entire conversation and that a person from Qwest was on the line with me when the agreement was made. I asked for a supervisor and Daniel Employee Number 100204178 got on the phone and said that the agent who helped me the evening before had no authority to make such a payment arrangement with me and that he "LIED" to me. I was also informed that my level of disconnection with DirecTV was increased to a level 2, whatever that means, and that I could not resume service until I paid the $365.00 I already paid to Qwest. I also informed Daniel the Supervisor that I had been a customer with DirecTV for over 11 years and had paid them a total of $25,661.98 since I first started service with them and asked him if he could please help me by at least honoring the agreement made by the representative from the previous evening. I was informed, "that there was nothing they could do to restore my service" no matter how long I had been with them and what the person said the other evening said did not matter. I then informed Daniel that I had recorded the entire call with the rep that made the deal with me and was recording the current conversation. At this point the communication became an exchange of unpleasantries and I informed him that DirecTV's business practices were atrocious and that I would be appealing my story to any and everyone I could tell. All Supervisor Daniel #:100204178 could tell me then was that I was going to be sent to collections for my unpaid balance.
11 Year Customer of DirecTV - Spent $25,661.98 during that period and they could care less about keeping me as their customer.
Matt winter
Cavecreek, Arizona
U.S.A.
Click here to read other Rip Off Reports on DirectTV
1 Updates & Rebuttals
Vance
Goose Creek,South Carolina,
U.S.A.
Should have done more research..
#2UPDATE Employee
Wed, April 15, 2009
DirecTV does not handle bundles. As you should know since you were a loyal customer to DirecTV, DirecTV is a satellite provider, nothing more. We are partnered with some other companies like Verizon/Qwest/AT&T etc. to do some bundle offers so that people can get discounts for bundling their DirecTV with their other services. How it works is you pay Qwest for everything, and they send funds over to DirecTV. However, Qwest takes their entire balance amount from the amount of money you pay them. Meaning if you owe Qwest 200.00 total, 100.00 past due, and you owe DirecTV 100.00, and pay Qwest 100.00 for the past due and 100.00 for DirecTV, they will take all 200.00 since you owe them 200.00. In turn, your DirecTV bill goes unpaid. Qwest only sends to DirecTV whatever is left over after your balance is cleared with them. It sounds like your Qwest bill exceeded the amount of funds you paid, and in turn your DirecTV bill was neglected. We can't handle accounts that are done by Qwest. All billing inquiries must be taken up with them. We can of course, interrupt your service due to nonpayment but if you dispute the amount owed you still have to call Qwest to find out why. Your report neglects any information from Qwest. How strange.. I would call Qwest and demand more answers. The balance of 365.00 couldn't have been completely past due, that makes no sense unless you have the Premier package. The rep from DirecTV wouldn't have said "oh we made a mistake" and then granted you some payment arrangement... I definitely feel there is more to that story. They would have just referred you elsewhere since they couldn't do anything about the bill. They should have just given you a 1x courtesy reinstatement of service (which they did) and told you to call Qwest.
