Complaint Review: Directv - Snohomish Wyoming

This is a scenario that is frequently addressed by DirecTV CSRs, and is quite frustrating to many customers who disconnect their service. this is directly from the Customer Agreement which is available for viewing at the DirecTV website on the "legal" page (link is at bottom of main page on right hand side): (e) Payment Upon Cancellation. You acknowledge that you have provided your credit or debit card account information to us. You understand that you will incur fees and charges as a result of your receipt and use of Service and/or Receiving Equipment, and may incur early cancellation fees and/or equipment non-return fees (as specified in any lease, programming or other service commitment agreement you entered into in connection with obtaining Receiving Equipment). By giving us your credit or debit card account information, you authorize us to apply this method of payment, in accordance with applicable law, to satisfy any and all amounts due upon cancellation. You further acknowledge that you are required to maintain current credit or debit card information with us and agree to notify us whenever there is a change in such information, such as a change in the card number or the expiration date. Where the problem usually starts is that the customer cancels service, and upon that cancellation, DirecTV FedEx's equipment return kits. these are provided free of charge, and sent via FedEx for tracking purposes. I am going to assume that you received these boxes and returned your equipment (if you did not, then that is actually the problem, as the equipment is leased, not owned). If the equipment is returned, it goes to a central warehouse, where it must be processed which takes usually up to 2 weeks, though I have personally traced accounts that have taken more than a month to be processed. There is a 30 day limit from the day that kit is sent to you (not the day you recieve it, or the day you send it out), after which a non return fee is assessed by the following schedule, also copied directly from the Web site's legal page under equipment addendum: you agree to pay DIRECTV the sum of $55 per each DIRECTV standard receiver; $200 for each DIRECTV DVR Receiver; $240 for each DIRECTV HD Receiver; or $470 for each DIRECTV HD DVR Receiver that is not returned to DIRECTV or that is damaged when it is returned to DIRECTV as compensation for a portion of the expenses incurred by DIRECTV in establishing your account and providing you the DIRECTV equipment for your use. once these have been received, those charges will be reversed. if it has been more than 30 days, please call DirecTV Customer Service, and make an inquiry and ask the CSR to track the package (the CSR can get the tracking numbers, in the event that you do not have them handy)... chances are it has been received, but not processed. And do not forget to take notes and get employee name and ID number. Finally, as with all agreements made with any business, get the agreement in writing and read it thoroughly before agreeing to it. That is as much the responsiblity of the Customer as providing the service is to the business. The better informed you keep yourself, the fewer surprises crop up down the road. Hope this helps..