- Report: #1052986
Complaint Review: DirecTV - Internet
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Author Not Confirmed
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DirecTV
Internet, USA
Web:
www.directv.com
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DirecTV DirecTV is Deceiving and takes advantage of customers- Cancellation fee was reversed after dispute, a statement showed the reversed charges but now they changed their minds and rebilled the fees. Internet
My mother (76yrs old) has been introduced to this company in 2012 and decided to try it. Services began in july 2012. Her first month experience with their customer service was beyond horrible. She wanted out and so she cancelled their services. Later she received a bill of $828.00 of which included the box (that she returned in August 2012) and a cancellation fee of $416.00. We sent numerous letters and fax of dispute regarding their cancellation fee that she wasn't aware of. On December 16, 2012 her account was officially cancelled and she received a final statement for $243.00 with an Adjustment and Credit of $416.00 (their cancellation fee). My mother's actual remaining balance was for $203.00 and $40 was a "reconnection fee"- she only paid the $203.00 and did not authorize the $40 (naturally because she doesnt want to do business with them ever again)
BUT- DirecTV took the liberty to take that $40; unauthorized from my mothers bank account. Now she received a statement from DirecTV billing her for $376.99. May 22, 2013 I called thier 1-800-531-5000 and spoke to a representative that took the account info & complaints down / she called my mother; to make me an authorized user, she got the approval then later transfered me to a "Billing Speciallist". Once transfered to that department, that representative asked for my info and why im calling, later says that im not authorized on the account.
Later we got disconnected or maybe she just hung up? Who knows. I called my mom and conferenced DirecTV immediately and asked to be transfered to Billings. I needed to explain our situation all over again. Basically he told us that the person in the Financial department that credited the account could do such a thing because it was against their agreement. So that's when they decided to rebill my mom. I mentioned to him about how she never signed an agreement acknowledging about the cancellation fee and he said that the cancellation terms are stated on the website. ON THE WEBSITE!
My mom is not computer literate. He then says that at the time of install someone would have signed the tablet. I said my mom did not sign anything. He said that prior to install they asked that a 18 year old or older should be there for when the technician arrives. The person that was there to allow the tech on site for installation was our IMIGRANT relative! I said wouldnt you folks not ensure that the main account holder be the very one to sign off? He said no. He later said that the only thing that he can advise is that we should be more careful on what we are signing up for. Other than that, we are still responsible for the Cancellation fee and now that bill is 150 days over and will be sent to collections. This is unbelievable!
4 Updates & Rebuttals
Angel
Hawaii,Re: Amazing...
#2Author of original report
Sat, May 25, 2013
The only reaction i got out of your response was..."Wow".. Nonetheless, thank you as well, for taking the time to pay attention to my report and putting that much energy into your advice. Just one of your comment, that i can positively respond to is; "......take care of your responsibilites.".. I will continually do so, as i have been, 'by being my mothers keeper'. It hurts that you have perceived such a description of how i think of my own mother~ & the only way for me to overcome that is to forgive you, so I forgive you. Once again, thank you for your time. ~Aloha.
Angel
Hawaii,Re: Please
#3Author of original report
Sat, May 25, 2013
I'm glad your experience with Directv has been a great one! I am thankful for your attention and response. The most i got out of it or most positve advice from you, is to seek assistance from a Power of Attorney to further protect my mother, of which i will consider. Aloha for your time.
Stacey
Dallas,Texas,
Please
#4Consumer Comment
Thu, May 23, 2013
I have had Directv for almost 10 years and when I signed up I knew the terms and agreements. You are just trying to get out of paying a bill that is owed - Your mother gave them her card number so therefore they did not "liberty" to take money out of her account without knowing her acct number. Do you think they are "psychics"? She gave them the card/bank number and did not fulfill her term of the agreement. I have spoken to many agents and not one has eve hung up on me. I suggest if you think your Mother is not capable of taking care of her bills you get a Power of Attorney and take care of her bills yourself -
Agreements
Understanding the terms of your DIRECTV service
We want you to be completely satisfied with your DIRECTV service. That includes making sure you're familiar with the terms. The following is a brief overview of what you're agreeing to as a DIRECTV customer.
| Fees/Frequency | Explanation | |
| Programming Agreements | 24 months of service for at least $29.99/month | You agree to pay for 24 consecutive months of a $29.99/month or greater programming package. |
| Cancellation Fee | Varies | If you do not fulfill your Programming Agreements, DIRECTV may charge you a pro-rated fee of up to $480. |
| Additional TV Fee | $6.00/mo per additional receiver | No Additional TV fee for only 1 receiver. Additional TV fee of $6/mo. for each additional receiver and/or enabled TV. |
| Advanced Receiver Service | $25.00/mo | This service unleashes the full power of your HD DVR, including HD channels, DVR recording, the ability to record and watch in any room (requires an HD receiver for each additional TV), access to thousands of On Demand shows and movies, live TV on your iPad®, and more. |
| Advanced Receiver Service-DVR | $10.00/mo | By selecting a DVR receiver, you'll automatically be enrolled in Advanced Receiver Service-DVR. The cost of this service is $10.00/month, no matter how many DVR receivers you select. |
| Advanced Receiver Service-HD | $10.00/mo | For an additional $10.00/month, you get HD feeds of channels you subscribe to with an HD receiver. |
| Payment | Monthly | You agree to pay your full balance by the due date on your monthly billing statement. |
| Taxes and Surcharges | Varies | You will pay all taxes, government fees, and charges, if any. |
| Non-activation Fee | $150/receiver | If you do not activate your receiver within 30 days of installation, you will be charged $150 per receiver. |
| Late Fees | $5 or maximum permitted by law | If you do not pay your bill on time, the fee posts after the grace period expires. |
| Deactivation Fee | $15 | If you deactivate your service, or we deactivate your service, we may charge you a deactivation fee of $15. |
| Unreturned Equipment Fee | Varies | You agree to return leased equipment to DIRECTV upon disconnecting your service. If you do not return the equipment, DIRECTV may charge fees from $45 to $250 per receiver |
Tyg
Pahrump,Nevada,
Amazing...
#5General Comment
Wed, May 22, 2013
Isnt it amazing how quickly you tend to throw your 76yrs old mother up as an excuse. Shes old, thats all. You make her sound like she is some form of dottering idiot. First, just because shes old doesnt mean she is stupid. Second, you and her must have known that you were signing a contract for service. I still have my original DTV contract. We were also told that we needed to have a responsable adult who could sign for us when the techs arrived.
Third, you chose a family member to be there as YOUR representative. Their signature amounts to the same as hers. Fourth, the terms and conditions are spelled out on all of the paperwork that would have been signed. If neither you or her read that info is no concern of DTV. As far as they are concerned, you signed a contract, you defaulted on that contract, and now you have to pay for it.
Guess what buddy, EVERYONE has a SOB story. Grow a set and take care of your responsabilities. Then just dont do business with them ever again.
