- Report: #421455
Complaint Review: DirecTV - Greenwood Village Colorado
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DirecTV
Greenwood Village, Colorado, U.S.A.
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DirecTV NFL Sunday Ticket Scam Greenwood Village Colorado
*Consumer Comment: you are at fault
*Consumer Comment: NFL sunday ticket
*Consumer Comment: to pman...
*UPDATE EX-employee responds: Remarks from fomer employee
*UPDATE EX-employee responds: Remarks from fomer employee
*UPDATE EX-employee responds: Remarks from fomer employee
*UPDATE EX-employee responds: Remarks from fomer employee
*Consumer Comment: too bad so sad
I've been a loyal DirecTV subscriber for about 6 years. Always the premium package, HD DVR, etc. Never a complaint (other than the fact that it took the techs about 4 trips to get me setup properly). I started subscribing to DirecTV when it seemed that the local cable monopoly started rapidly declining with respect to customer service.
Several years into my patronage (2005) I decided to try the NFL package. It was OK but, by the end of the year, I wasn't really watching it that much so when DirecTV called to try to sign me up again I declined. Fast forward to 2008, we've been looking for ways to cut a few household expenses. As I went through the old bank statements (we have auto-pay for just about all bills) I noticed that my DirecTV bills had gotten as high as $200 / mo. I knew that the premium package cost around 100 bucks. I know there are a bunch of taxes and surcharges, etc but I figured there was no way those fees could be as much as the service itself.
I get on the line with a customer service person to try to figure out whey the bill is so high. He's going through the charges and the last one he mentions is the NFL package. I tell him I don't get the NFL package and he reiterates that I do. I ask him what channel it is on - when I go to that channel there is a message with a number of where to call to subscribe. The guy tells me that I signed up in 2005 (true) and that in 2006 they sent me something saying if I do NOT want to subscribe again in 2006 that I must check a box. They proceeded to charge me for all of 2006, 2007 and 2008!
Furthermore, he had the onions to tell me that DirecTV had a "policy" of not refunding NFL package subscribers who had been duped. I, of course, informed him of MY POLICY of not letting anyone steal my money. And MY POLICY is the only one that matters. Several more calls, several more supervisors (some of whom were idiots and some of whom were appauled by the story but who claimed to be powerless to do anything).
First, and most obvious, you don't sell a service by telling someone that they have to say "no" to avoid it. You can GIVE me whatever service you want - but you only have the right to get paid for the ones that I ask for.
Second, I had trusted DirecTV enough to put them on my auto-pay list. No paper bills, save the environment, etc etc. It just goes to my bank account and I hit "pay" each month for all of my bills. So DirecTV can pull this shenanigans on just about anybody that uses modern banking and doesn't keep a close eye on the bill from month to month.
After demanding my money back (almost $800!!!) I stopped paying them my monthly bills. Everytime someone called my house about payment I wouldn't let them get their scriped questions out - I just asked them about the status of my refund. They always get off the phone perplexed.
Well, they just shut off the service. So I've talked to my best friend who is an attorney and he said this will be a no-brainer lawsuit. He said that, if I am lucky, they will also report me to the credit bureaus (which will appear malicious to a judge) and will make my suit too large for small claims court. So, a little longer to wait but more hassle and money for DirecTV to pay.
It just stuns me that this company would take a long-time, loyal, premium customer and treat them this way. Not only have they lost my revenue stream forever, there are going to pay legal bills (theirs and mine) and have me bad-mouthing that company forever. By the time this is all said and done I'll bet this little stunt costs them $75,000 of undiscounted cashflow. Maybe a drop in the ocean to them but so stupid. So stupid.
In the meantime, I have offered DirecTV to be part of my prayer of the month club. With the economy being down I figured some companies might like people to say a prayer on their behalf. The price is a little steep ($10,000 subscription per year) but if they feel they don't need the service they can always write me a letter telling me that they explicitly DO NOT WANT to subscribe. Until I get that communication from them I can only assume that they want to join the prayer network. My policy is to enforce all debts on firms that do not affirmatively decline membership. That seems fair, right? At least THEY think so...
Dzmlsience
Easton, Connecticut
U.S.A.
Click here to read other Rip Off Reports on DirectTV
Several years into my patronage (2005) I decided to try the NFL package. It was OK but, by the end of the year, I wasn't really watching it that much so when DirecTV called to try to sign me up again I declined. Fast forward to 2008, we've been looking for ways to cut a few household expenses. As I went through the old bank statements (we have auto-pay for just about all bills) I noticed that my DirecTV bills had gotten as high as $200 / mo. I knew that the premium package cost around 100 bucks. I know there are a bunch of taxes and surcharges, etc but I figured there was no way those fees could be as much as the service itself.
I get on the line with a customer service person to try to figure out whey the bill is so high. He's going through the charges and the last one he mentions is the NFL package. I tell him I don't get the NFL package and he reiterates that I do. I ask him what channel it is on - when I go to that channel there is a message with a number of where to call to subscribe. The guy tells me that I signed up in 2005 (true) and that in 2006 they sent me something saying if I do NOT want to subscribe again in 2006 that I must check a box. They proceeded to charge me for all of 2006, 2007 and 2008!
Furthermore, he had the onions to tell me that DirecTV had a "policy" of not refunding NFL package subscribers who had been duped. I, of course, informed him of MY POLICY of not letting anyone steal my money. And MY POLICY is the only one that matters. Several more calls, several more supervisors (some of whom were idiots and some of whom were appauled by the story but who claimed to be powerless to do anything).
First, and most obvious, you don't sell a service by telling someone that they have to say "no" to avoid it. You can GIVE me whatever service you want - but you only have the right to get paid for the ones that I ask for.
Second, I had trusted DirecTV enough to put them on my auto-pay list. No paper bills, save the environment, etc etc. It just goes to my bank account and I hit "pay" each month for all of my bills. So DirecTV can pull this shenanigans on just about anybody that uses modern banking and doesn't keep a close eye on the bill from month to month.
After demanding my money back (almost $800!!!) I stopped paying them my monthly bills. Everytime someone called my house about payment I wouldn't let them get their scriped questions out - I just asked them about the status of my refund. They always get off the phone perplexed.
Well, they just shut off the service. So I've talked to my best friend who is an attorney and he said this will be a no-brainer lawsuit. He said that, if I am lucky, they will also report me to the credit bureaus (which will appear malicious to a judge) and will make my suit too large for small claims court. So, a little longer to wait but more hassle and money for DirecTV to pay.
It just stuns me that this company would take a long-time, loyal, premium customer and treat them this way. Not only have they lost my revenue stream forever, there are going to pay legal bills (theirs and mine) and have me bad-mouthing that company forever. By the time this is all said and done I'll bet this little stunt costs them $75,000 of undiscounted cashflow. Maybe a drop in the ocean to them but so stupid. So stupid.
In the meantime, I have offered DirecTV to be part of my prayer of the month club. With the economy being down I figured some companies might like people to say a prayer on their behalf. The price is a little steep ($10,000 subscription per year) but if they feel they don't need the service they can always write me a letter telling me that they explicitly DO NOT WANT to subscribe. Until I get that communication from them I can only assume that they want to join the prayer network. My policy is to enforce all debts on firms that do not affirmatively decline membership. That seems fair, right? At least THEY think so...
Dzmlsience
Easton, Connecticut
U.S.A.
Click here to read other Rip Off Reports on DirectTV
8 Updates & Rebuttals
Hhg
Eagle,Idaho,
U.S.A.
too bad so sad
#2Consumer Comment
Sun, March 08, 2009
Sorry dude but your "friend" is one crappy lawyer. First of all it is in the directv agreement you signed about their policy regarding billing disputes, and thats up to 60 days. So automatically the case would be thrown out and no your friend would be no match for the multiple million dollar lawyers this major company has to protect them. You Lose, and on top of that like said before, it states in their policy that their sports subsciptions auto renew ever year and you have to call directv to get it removed, also once the season starts you will not receive any credit or refund for that season. Oh and sorry dude but its YOUR RESPONSIBILTY to review your bill even if you have auto bill pay, you can use directv.com to check your monthly billing statement. Id advise doing that with whatever company you decide to go with now. Too bad your screwing your credit up now by not paying your bill. Oh and the court wont do anything for you there either.
Former NEW Employee
Bowie,Texas,
U.S.A.
Remarks from fomer employee
#3UPDATE EX-employee responds
Thu, March 05, 2009
I worked for National Electroins Warrany( NEW) which is the protection plan for Directv. I worked there for about 4 months. It is directv's policy that all sports packages are non refundable after the season starts. Once you sign up for one of these sports pakages you are locked in and they will automatically renew it every year. You have to call and tell them to cancle it after the season is over. If you try to cancle after the season starts you will be charged the full price for the package. Customers are not informed that it is an automatic renewal and most customers to not even know that they are being charged for it until it is too late. This is just one of the many complaints that I delt with as a "Customer Care Rep." I feel sorry for all the people that have Directv. I feel even worse for all of they employees on the phones that have deal with all of the upset customers. Directv will give the world to get a new customer, but loyal custmers are treated badly. They get none of the discounts that new custmers get. Some of the dates on service calls are over a month out. Every time a customer upgrades to say a HD or DVR receiver Directv adds an additionl 24 month service contract per each reciever. Dirctv customers beware.
Former NEW Employee
Bowie,Texas,
U.S.A.
Remarks from fomer employee
#4UPDATE EX-employee responds
Thu, March 05, 2009
I worked for National Electroins Warrany( NEW) which is the protection plan for Directv. I worked there for about 4 months. It is directv's policy that all sports packages are non refundable after the season starts. Once you sign up for one of these sports pakages you are locked in and they will automatically renew it every year. You have to call and tell them to cancle it after the season is over. If you try to cancle after the season starts you will be charged the full price for the package. Customers are not informed that it is an automatic renewal and most customers to not even know that they are being charged for it until it is too late. This is just one of the many complaints that I delt with as a "Customer Care Rep." I feel sorry for all the people that have Directv. I feel even worse for all of they employees on the phones that have deal with all of the upset customers. Directv will give the world to get a new customer, but loyal custmers are treated badly. They get none of the discounts that new custmers get. Some of the dates on service calls are over a month out. Every time a customer upgrades to say a HD or DVR receiver Directv adds an additionl 24 month service contract per each reciever. Dirctv customers beware.
Former NEW Employee
Bowie,Texas,
U.S.A.
Remarks from fomer employee
#5UPDATE EX-employee responds
Thu, March 05, 2009
I worked for National Electroins Warrany( NEW) which is the protection plan for Directv. I worked there for about 4 months. It is directv's policy that all sports packages are non refundable after the season starts. Once you sign up for one of these sports pakages you are locked in and they will automatically renew it every year. You have to call and tell them to cancle it after the season is over. If you try to cancle after the season starts you will be charged the full price for the package. Customers are not informed that it is an automatic renewal and most customers to not even know that they are being charged for it until it is too late. This is just one of the many complaints that I delt with as a "Customer Care Rep." I feel sorry for all the people that have Directv. I feel even worse for all of they employees on the phones that have deal with all of the upset customers. Directv will give the world to get a new customer, but loyal custmers are treated badly. They get none of the discounts that new custmers get. Some of the dates on service calls are over a month out. Every time a customer upgrades to say a HD or DVR receiver Directv adds an additionl 24 month service contract per each reciever. Dirctv customers beware.
Former NEW Employee
Bowie,Texas,
U.S.A.
Remarks from fomer employee
#6UPDATE EX-employee responds
Thu, March 05, 2009
I worked for National Electroins Warrany( NEW) which is the protection plan for Directv. I worked there for about 4 months. It is directv's policy that all sports packages are non refundable after the season starts. Once you sign up for one of these sports pakages you are locked in and they will automatically renew it every year. You have to call and tell them to cancle it after the season is over. If you try to cancle after the season starts you will be charged the full price for the package. Customers are not informed that it is an automatic renewal and most customers to not even know that they are being charged for it until it is too late. This is just one of the many complaints that I delt with as a "Customer Care Rep." I feel sorry for all the people that have Directv. I feel even worse for all of they employees on the phones that have deal with all of the upset customers. Directv will give the world to get a new customer, but loyal custmers are treated badly. They get none of the discounts that new custmers get. Some of the dates on service calls are over a month out. Every time a customer upgrades to say a HD or DVR receiver Directv adds an additionl 24 month service contract per each reciever. Dirctv customers beware.
Lovin' Life
Huntington,West Virginia,
U.S.A.
to pman...
#7Consumer Comment
Mon, February 16, 2009
directv is not charging someone for services they didn't want...they signed up for it with the knowledge it would auto-renew if they didn't cancel it. it's unfortunate for you that it wasn't removed when you requested it, but that is not the norm. you may defend the customer who wrote this, but she admitted she never read the bills all those years. who doesn't look at their bills for several years? that is not anyone's fault but the customer's.
Pman
Boise,Idaho,
U.S.A.
NFL sunday ticket
#8Consumer Comment
Sun, February 15, 2009
When I first sign up for dtv. I took there sunday ticket for the 99.00 for 4mos. well I was told that the sunday is automatic for the next season. well in jan.07 I was send a notice about the sunday ticket renewing for the 08 season. well I called in and told the rep that I did not want the sunday ticket this season. well in feb 08 I got another about the great savings,if I sign up for this season. well I called in again in feb08,and told the rep that I did not want the sunday ticket for the 08 season or the mlb,game plan,mlb,nhl.or nascar no sport this season,at all. now how hard is that for someone to understand.well when aug08 came around I looked at my bill and there it was.The sunday ticket at a discount price for the 08 season. well I called in to have it removed.the rep. crdited everything back to my acct.well I e-mail the company and the e-mail i got was that we here at dtv alway tell our customer about the sunday ticket,auto re-new. well the company will try and sneak it in on you when you are not looking. so to the agent who wrote the customer. I have one thing to say to you "oh please with the crap".about you should have looked at your bill. well the customer did not want the service,so how can dtv force the service the customer does not want? answer that! I bet you cannot.to the customer I am sorry this happen to you. the best thing to do is call the state atty gen office and file a compl.thats what alot of people should do,is make alot of noise, and someone will listen.to the agent no company cannot not make you take a service you do not want.show me a law a company can do that. the only thing,the customer had to do was kept telling the company,to remove the service.
Lovin' Life
Huntington,West Virginia,
U.S.A.
you are at fault
#9Consumer Comment
Sun, February 08, 2009
it's your own fault for not looking at your bills every month. i am paperless as well but i have enough common sense to at least look at my bills online every month. when you subscribe to the sunday ticket you are automatically renewed every year unless you cancel before the next season starts. if you had bothered to look at your bill you would have noticed on about the 3 bills before it was charged that it was going to be added if you didn't call. after my first year of having it i noticed it and knew if i wanted to cancel to call, because it is clearly stated on the bill. so, i guess you want to blame directv for billing you for services you didn't cancel? how's that lawsuit of yours gonna go when directv pulls out those copies of your bills all those years and point out where it states you will be billed if you don't call to cancel? yeah...your lawyer friend is right, it is a no-brainer lawsuit.
