I've been a good customer of DirecTV since 2004. My lifestyle has changed, complete with a move, and I no longer watch TV so called to cancel my service before moving. I was told on 1/2/18, the day I cancelled, that a kit would be sent to my physical location and I would have to return the receiver. I've returned broken receivers over the years, so didn't give it a second thought. A week passed and no box arrived so I called them again. This time I got a broken English speaking person who told me to take the box to UPS, but no instructions on how to do so. This was the first I heard about taking the box someplace and I looked for a store nearby and the closest was 50 miles. Note: There was an email stating to take the receiver to a UPS store I found today, but it was hid under the AT&T name. I was looking for DirecTV emails.
I called back that same day and was told if I lived more than ten miles from the UPS store, a box would be sent to my house. The service rep also told me the first box was sent to my old address. I just recently got a new assigned physical address. I told her I gave the new address to the rep on the day I cancelled. She said they didn't update my account. At this point I am still buying their lies and wait another week. You guessed it - no box.
By now I'm seventeen days into a 21 day deadline for getting the receiver back to them. Their initial instructions when confirming my account was closed said a box was coming. This email came from DirecTV. The next came in from AT&T two days later that I missed as I don't have that crappy phone company and wasn't looking for anything from them. It instructed me to take the receiver to a UPS store and get it back to them in 21 days or I would get a $135 penality. In the meantime, everyone on the phones at DirecTV was telling me to wait for a box. Two other emails arrived; one with my bill and another confirming a change was made to my account. Those both came from DirecTV. This is a dirty, slight of hand AT&T is using to confuse customers.
I drove the 50 miles and got the receiver to UPS on 1/19/18. I will close my bank account on Monday because any company who tells a customer two different sets of instruction isn't to be trusted. I feel like I've been through a war dealing with the lies told me. All the first person had to tell me was I had to take it to a UPS store with my account number, but nobody did. Also, the last phone call to them resulted in the rep trying to resign me in a backhanded way by telling me my first month of service was free and she was paying my bill. When I figured out what they were doing, I told her NO, I wanted nothing more to do with them. I hate this company and wish the government would protect us from the likes of them better.