Desperate for Help!!!

[mnks71]

I have a serious problem with DirecTv right now and I dont know what to do. I have talked to at least 10 different CSR's and I keep getting a different answer from every single one.
Here is the problem:
On September 19th, I wrote DirecTv out a check for the entire balance on my account for $116.33. About a week ago, all of a sudden, my programming is disconnected. So we call - and are told we never paid our bill. We said we did - they wanted "proof" - so we faxed a bank copy of the statement and front/back of the check that had cleared our bank on September 25th. In the meantime they charged us late fees, disconnection fees, and non-return of equipment fees for 2 receivers ($55 each) - totalling my "false bill" to over $300.
We are told by a CSR that we would be getting this account corrected and thatwe would be getting a "credit" --- then I check my bank account yesterday only to see that DirecTv went into my debit card and took out $324.35!! And we didnt owe them ANY of that money!
It was their screw up that our original payment never got put into the computer, and they end up charging us all these fees and non-return of equipment charges!
Each CSR I have talked to since then has told me something different: one told me that it would take 8 days but that they should have my bill refunded and down to $29 (and some odd cents). Another one told me that they cant do ANYTHING. Another online CSR told me that they would NOT issue any refund because DirecTV has the right to go in and collect anything owed to them especially when equipment needs to be returned (we didnt WANT equipment returned!!!). Another one claimed that the original fax I sent with the $116.33 check still isnt showing up in the computer!
I am so frustrated and at a loss for what to do. I could see if I actually OWED THEM this money, but we DONT. All we owed them was $116.33 that they claimed they never got, which escalated into this erroneous amount of $324.35!!
We live paycheck to paycheck with a young child - I cant make rent now without that $300 in my bank account.
Is there anyone who has ANY input -
My Bank said I would have to come in and file a visa-dispute form if I cant resolve this with DirecTv, but there still would be no guarantee of anything. I need help right now - Im tired of being the "little guy" and being stepped all over when we didnt do ANYTHING WRONG!
Please help us with any advice you might have.

[Stuart Sweet]

I would immediately e-mail ellen.filipiak@directv.com with this information.

[carl6]

From the DirecTV web site, email them and explain the situation. Search this forum for their Vice President of Customer Relations - her name is something along the lines of Ellen Fillipiak (don't know if I spelled that right), and try emailing her.

Good luck.

Edit: Stuart beat me to it. He's got it right.

[jimirb]

I would call D* billing, make sure you are speaking with a manager. Demand a resolution by a given date and time or you will contact your state's attorney general's office of concumer protection and all your local TV stations' concumer reporters.

I'm curious about how they got access to your debit card unless you gave it to them and, if you did, why you paid them by check instead of by auto-withdrawal??

[paulman182]

I would call D* billing, make sure you are speaking with a manager. Demand a resolution by a given date and time or you will contact your state's attorney general's office of concumer protection and all your local TV stations' concumer reporters.

I'm curious about how they got access to your debit card unless you gave it to them and, if you did, why you paid them by check instead of by auto-withdrawal??

I don't know about the OP, but I was required to give them a credit or debit card when I signed up--I think that's pretty standard.


And I don't do auto-withdrawal either, because the time could come that the money is needed more for something other than TV and I will have to choose when to pay them.

[Ken S]

I would call the bank and tell them it was an unauthorized transaction that you would like immediately reversed. I would write an email to the address Stuart listed above. Print the email out and also send it by mail to DirecTV. Make sure you give them a date by which the money must be returned.

Make a log of all communications with DirecTV on this matter including the dates and people you spoke with.

If they don't respond and refund the money (do not take credits) within a reasonable time period (five business days after receipt would be reasonable). Then file a complaint with your state consumer division (may be part of the Attorney General's office, but not always).

[RAD]

I agree with Stuart's response, send a clear e-mail to Ellen, someone should get back to you in a day or two to help clear this up.

[aeffen]

Executive Customer ServiceHere are some executive email addresses and phone numbers if you need to escalate an unresolved problem with DirecTV:

bruce.churchhill@directv.com, bbchurchhill@directv.com: EVP
john.murphy@directv.com, jfmurphy@directv.com: SVP, Controller, CAO
patrick.doyle@directv.com, ptdoyle@directv.com: SVP, CFO
HZBitew@directv.com: Heywot Bitew, Business Operation Analyst - 310-964-6508
eafilipiak@directv.com: Ellen Filipiak, Senior Vice President of Customer Relations

To send a valentine to DirecTV's CEO, Chase Carey, email chase.carey@directv.com.

The corporate switchboard is 310-964-5000. You might be able to get to his secretary by calling that number and saying, "Carey's office, please," in a professional and composed tone.

[ATARI]

I would call the bank and tell them it was an unauthorized transaction that you would like immediately reversed. I would write an email to the address Stuart listed above. Print the email out and also send it by mail to DirecTV. Make sure you give them a date by which the money must be returned.

Make a log of all communications with DirecTV on this matter including the dates and people you spoke with.

If they don't respond and refund the money (do not take credits) within a reasonable time period (five business days after receipt would be reasonable). Then file a complaint with your state consumer division (may be part of the Attorney General's office, but not always).

I agree with everything Ken has told you to do. Except send the letter by certified mail.

[BattleScott]

Clark Howard is on a pretty good kick about the degraded customer "no-service" department at DirecTV. If you were to call in, I bet this would make it on air and then would be resolved in a heart beat.

[David MacLeod]

I called to cancel my service when something similar happened. was corrected in 12 hrs.

[Matman]

I would definitely email ellen.filipiak@directv.com, her name has come up in other posts and she definitely has the power to fix things and fix them quickly.

Should that not work, I would try this. Go to your bank and explain to them that the $300 debit by D* was NOT an authoirized transaction and that you are disputing it. Tell them (nicely) that you want a provisional credit to your account while the dispute is being researched by them. A provisional credit will igve you back the $$$ while they take up the claim with D*, upside for you, it will let you cover your rent short term. Downside, if for some insane reason the dispute does not go in your favor (which from your story I highly doubt) the Bank can and will take that credit away from you, and if there is not enough of a residual balance left in your account to stay on the positive side, then its gonna be overdraft fee's for you. (which for banks is our #1 source of revenue).

Also, do yourself a favor in the future, Have D* take your Debit card off their file and replace with a credit card. At least that should something like this happen in the future, its not your rent that is held up but a balance on the credit card. That way its only costing you interest, which you can have them square up with you in the future, but in the present, your checking account isn't upside down.

Good luck! (Yes, I work for a bank)

[Ken S]

I agree with everything Ken has told you to do. Except send the letter by certified mail.

Actually, I got interrupted and didn't get to edit that...yes, certified mail or priority mail with signature confirmation would be preferred.

[inkahauts]

This is why I tell people NEVER use a debit card, especially for things like utility services... Debit cards work completely differently than credit cards... The one person that said it would take several days for the money to go back to your account.. They are right. It takes longer than credit cards, although they are never instant either (all of them usually take 1 to 5 days to get a creditput back on any kind of card. They take it out instantly, but take their sweet time putting it back) The big problem with debit cards is that the money gets directly pulled out of your actual account, rather than the money becomeing something you owe on a credit card... The difference is that when you fight a charge on a credit card you aren't out the money while your dealing with it...

I am sure that if you stay on top of this, you can get it worked out in the next few days... Others here have given you lots of advice, all of it good.. and after you get all this fixed, if you have a credit card of some sort, I would definetly change your Directv account so that they have that card instead of your debit card... and you may want to set up auto pay with that as well...

[Shades228]

I have a serious problem with DirecTv right now and I dont know what to do. I have talked to at least 10 different CSR's and I keep getting a different answer from every single one.
Here is the problem:
On September 19th, I wrote DirecTv out a check for the entire balance on my account for $116.33. About a week ago, all of a sudden, my programming is disconnected. So we call - and are told we never paid our bill. We said we did - they wanted "proof" - so we faxed a bank copy of the statement and front/back of the check that had cleared our bank on September 25th. In the meantime they charged us late fees, disconnection fees, and non-return of equipment fees for 2 receivers ($55 each) - totalling my "false bill" to over $300.
We are told by a CSR that we would be getting this account corrected and thatwe would be getting a "credit" --- then I check my bank account yesterday only to see that DirecTv went into my debit card and took out $324.35!! And we didnt owe them ANY of that money!
It was their screw up that our original payment never got put into the computer, and they end up charging us all these fees and non-return of equipment charges!
Each CSR I have talked to since then has told me something different: one told me that it would take 8 days but that they should have my bill refunded and down to $29 (and some odd cents). Another one told me that they cant do ANYTHING. Another online CSR told me that they would NOT issue any refund because DirecTV has the right to go in and collect anything owed to them especially when equipment needs to be returned (we didnt WANT equipment returned!!!). Another one claimed that the original fax I sent with the $116.33 check still isnt showing up in the computer!
I am so frustrated and at a loss for what to do. I could see if I actually OWED THEM this money, but we DONT. All we owed them was $116.33 that they claimed they never got, which escalated into this erroneous amount of $324.35!!
We live paycheck to paycheck with a young child - I cant make rent now without that $300 in my bank account.
Is there anyone who has ANY input -
My Bank said I would have to come in and file a visa-dispute form if I cant resolve this with DirecTv, but there still would be no guarantee of anything. I need help right now - Im tired of being the "little guy" and being stepped all over when we didnt do ANYTHING WRONG!
Please help us with any advice you might have.

If you're wanting to keep the service you can call them now and they will reactivate the service. Any cancelation fees and non return fees will be credited back to the account, providing you agree to remain for your prior agreement, and they can request a refund for those charges once the apply to the account. I would get a pdf copy of your bank statement and ask the person who assists you if you could email the pdf version to them since faxing it in did not work. Also remember that the person who contacts you is wanting to help but don't make it hard on them by being unreasonable(Like demanding the money is in the account today). This type of situation can happen and they want to get it resolved as much as you do. Disputing through the bank can take much longer then going through the company and technically the companies have a right to do this if it's in their service agreement. So the bank would not get the charge back. Companies are much more responsive in this because they still want to keep you as a customer where a bank doesn't care who gets the money or doesn't.

[natethegreat]

Should that not work, I would try this. Go to your bank and explain to them that the $300 debit by D* was NOT an authoirized transaction and that you are disputing it. Tell them (nicely) that you want a provisional credit to your account while the dispute is being researched by them. A provisional credit will igve you back the $$$ while they take up the claim with D*, upside for you, it will let you cover your rent short term. Downside, if for some insane reason the dispute does not go in your favor (which from your story I highly doubt) the Bank can and will take that credit away from you, and if there is not enough of a residual balance left in your account to stay on the positive side, then its gonna be overdraft fee's for you. (which for banks is our #1 source of revenue).


Not all banks will do that. My bank won't help unless its a clear case of theft. I've had two cases of unauthorized transactions in the past year and both times my bank basically told me sucks to be you but you have to deal with the company that caused the problem in the first place.

[rustynails]

I agree with some that a credit card is best to use next time if you have one. I have had several unauthorised charges on my account from different companies and just used my on line account with the credit card service and disputed the charges. In a short period of time the charges were corrected.

[joe diamond]

All this is such a contrast to earlier times when the fulfillment companies shipped to anyone with a pulse. I installed into apartments without furniture or food in the icebox. They had to go to the local 7-11 for a $75.00 money order to cover the activation......(a refundable deposit).

The hope was for a check to magically arrive from some government money pump before the first bill arrived. They didn't want to have to go knocking on neighbors' doors for DTV too.

Joe

Joe

[JoeF]

My bank won't help unless its a clear case of theft. I've had two cases of unauthorized transactions in the past year and both times my bank basically told me sucks to be you but you have to deal with the company that caused the problem in the first place.

Wow. Sounds like you need a new bank!!!

[asjamias]

I don't know about the OP, but I was required to give them a credit or debit card when I signed up--I think that's pretty standard.


And I don't do auto-withdrawal either, because the time could come that the money is needed more for something other than TV and I will have to choose when to pay them.

hhhmmm...when I signed up, I just told them to send me a paper bill every month and let me pay it on my own. no credit or debit card was on hold....and I pay online usually on the due date which gives me a confirmation right away..

now I did subscribe it bundled with my AT&T service...I don't know if that made a difference.

[randyk47]

This is exactly why I don't sign up for any auto bill payment with DirecTV or any other service. Had something very similar happen with my car insurance company a few years ago and decided I'd stop all auto bill payments. We do bank on line and make payments that way but we control the what, when, and where. We don't keep any credit or debit card on file with DirecTV.

[arxaw]

+1.
Auto pay is a bad idea anywhere, these days. It makes it too difficult to quickly close a bank or credit card account if necessary, due to fraud or situations like this.

Always use a credit cards, which are much safer than debit cards.

[RAD]

So I wonder what the OP has done and what they've heard back?

[Matman]

Wow. Sounds like you need a new bank!!!

+1! I even work for one of the big mean nasty banks, not a nice local community bank!!! :D And I know we have done it several times for customers with REAL similiar stories to yours!!

[rabit ears]

Well, it sounds like these guys haven't changed a bit. From experience I can tell you that they are going to play rough and you need to do the same or you will get screwed.

First, are you sure it was your debit card that they used to take the money out of your account. I wouldn't be surprised if they had your account number and bank transit number on file and simply reached into your account for the money.

If so, you may want to bypass the local DA and go straight to the feds since that would constitute Wire Fraud under 18 U.S.C. § 1343 (2007). I've found that the D* legal department is very responsive to issues that could lead to prison time or loss of sales under merchantability laws.

As people have suggested, I would contact Ellen Filipiak eafilipiak@directv.com and give her two business days to get everything fixed before you go to both the local DA and the feds. I've had very good luck sending them a scanned copy of the AG/Fed complaint form along with an email listing the situation and what I want done. Nothing like the old DOJ eagle logo on the page to get them to move pretty fast.

You need to be ready to fight as dirty and as hard as possible.

[inkahauts]

This is exactly why I don't sign up for any auto bill payment with DirecTV or any other service. Had something very similar happen with my car insurance company a few years ago and decided I'd stop all auto bill payments. We do bank on line and make payments that way but we control the what, when, and where. We don't keep any credit or debit card on file with DirecTV.

In order to sign up, Directv requires a credit or debit card... you might want to check your account online and see if they have one listed... if not, how did you get around that, because they generally don't make acceptions unless you signed up through a third party that didn't properly get the info... like a bundeled service through a phone company...

I use auto pay for everything I can... charged right to my amex.... its great... one company refused to cancel my account and kept chareing me.... i simply called every month and spent a min on the phone and they canceled the charges... after 6 months the company finally got the idea... never cost me a dime... o issues happen, yes... but if you have the right provider, its an easy fix... amex will do whatever you tell them to do, even if it was a regular charge for a utility for over a year...

[Shades228]

Well, it sounds like these guys haven't changed a bit. From experience I can tell you that they are going to play rough and you need to do the same or you will get screwed.

First, are you sure it was your debit card that they used to take the money out of your account. I wouldn't be surprised if they had your account number and bank transit number on file and simply reached into your account for the money.

If so, you may want to bypass the local DA and go straight to the feds since that would constitute Wire Fraud under 18 U.S.C. § 1343 (2007). I've found that the D* legal department is very responsive to issues that could lead to prison time or loss of sales under merchantability laws.

As people have suggested, I would contact Ellen Filipiak eafilipiak@directv.com and give her two business days to get everything fixed before you go to both the local DA and the feds. I've had very good luck sending them a scanned copy of the AG/Fed complaint form along with an email listing the situation and what I want done. Nothing like the old DOJ eagle logo on the page to get them to move pretty fast.

You need to be ready to fight as dirty and as hard as possible.

Where do you come up with this stuff? Every D* customer has agreed to let them use a CC or DC on file if an account is disconnected. So there's nothing illegal here you're just sending this person on a wild goose chase for nothing. A DA wouldn't touch the case and the DoJ would file a report and that's it. Do you know how many people complain about this practice from every company who does it? I'd say it's fairly obvious you don't like D* but don't give misinformation because of it.

Remember there are always 2 sides to a situation. I don't know of any service provider who doesn't have the policy of pay first and dispute later. We also have no idea of a ton of variables that could account into this situation.

[t4swillia3]

since i work in the retention deptarment with D*, i get calls like this all of the time. If you want D* services back, any agent can credit the NRF's back to your acct and a supervisor can credit the ECF. If you don't want dtv back, you are out of luck. Good luck with arbitration!!!

[Shades228]

since i work in the retention deptarment with D*, i get calls like this all of the time. If you want D* services back, any agent can credit the NRF's back to your acct and a supervisor can credit the ECF. If you don't want dtv back, you are out of luck. Good luck with arbitration!!!

:nono2: You're not really doing anyone any favors here with posts like this.

If you don't want D* back call them and ask for the recovery kits to be sent out. Since the account was not voluntarily disconnected recovery kits will not be shipped automatically. So you will get the NRF back either way as long as you follow the procedures.

[rudeney]

I find that most companies nowadays treat customers like deadbeats. They assume the lack of a payment is the customer’s fault. I know that many times it is, but it’s ridiculous for them not to at least send out at least one late notice before disconnecting service and charging hundreds of dollars in fees to a credit card. Of course we only have a single post from the OP, so maybe they did that and he simply “disregarded” it. Honestly, I want to give him the benefit of the doubt, but in two pages and over 24 hours, we’ve not had another reply form someone who was “Desperate for Help!!!”

[Shades228]

I find that most companies nowadays treat customers like deadbeats. They assume the lack of a payment is the customer’s fault. I know that many times it is, but it’s ridiculous for them not to at least send out at least one late notice before disconnecting service and charging hundreds of dollars in fees to a credit card. Of course we only have a single post from the OP, so maybe they did that and he simply “disregarded” it. Honestly, I want to give him the benefit of the doubt, but in two pages and over 24 hours, we’ve not had another reply form someone who was “Desperate for Help!!!”

It actually takes almost 45 days for D* to disconnect an account from the time it's service is cut off for non payment.

These time frames are not set in stone so don't say this is policy but overall you have about 15 days to pay a past due balance before service get interupted and a minimum service is added. Then it takes almost a full billing cycle for the account to be completed disconnected and charges to be applied to the account. Then after that it takes 6 days to be charged to the account. You are correct though as every company now seems to make you prove you did something.

However with that said companies always look at customers accounts as well. I'm not saying the OP was a "bad customer" but overall there were things that could have been done to help stop this process some and extend the time before the account was disconnected.

[Joe166]

Well, it sounds like these guys haven't changed a bit. From experience I can tell you that they are going to play rough and you need to do the same or you will get screwed.

First, are you sure it was your debit card that they used to take the money out of your account. I wouldn't be surprised if they had your account number and bank transit number on file and simply reached into your account for the money.

If so, you may want to bypass the local DA and go straight to the feds since that would constitute Wire Fraud under 18 U.S.C. § 1343 (2007). I've found that the D* legal department is very responsive to issues that could lead to prison time or loss of sales under merchantability laws.

As people have suggested, I would contact Ellen Filipiak eafilipiak@directv.com and give her two business days to get everything fixed before you go to both the local DA and the feds. I've had very good luck sending them a scanned copy of the AG/Fed complaint form along with an email listing the situation and what I want done. Nothing like the old DOJ eagle logo on the page to get them to move pretty fast.

You need to be ready to fight as dirty and as hard as possible.

Be careful giving legal advice that goes everywhere. What you are suggesting is probably a violation of the Florida Extortion laws. You can't threaten to do something in order to force someone else to do what you want them to do.

I guess D* might be more easy going but when someone threatens me I have a tendency to get my back up.

The client would probably be better off with a more conciliatory tone (if they want something done in a hurry). Since we haven't heard from them in a couple of days, I bet this was resolved satisfactorily (or their computer got repossessed).

[scott72]

Be careful giving legal advice that goes everywhere. What you are suggesting is probably a violation of the Florida Extortion laws. You can't threaten to do something in order to force someone else to do what you want them to do.

I guess D* might be more easy going but when someone threatens me I have a tendency to get my back up.

The client would probably be better off with a more conciliatory tone (if they want something done in a hurry). Since we haven't heard from them in a couple of days, I bet this was resolved satisfactorily (or their computer got repossessed).

I don't think telling D* to refund his 300+ dollars or he'll call the authorities is extortion. As far as the conciliatory tone, I think he's tried to place nice with D* and as of now they've basically told him to pound sand. Like you said though since we haven't heard from him in a couple days chances are good it's been resolved.

[ATARI]

I don't think telling D* to refund his 300+ dollars or he'll call the authorities is extortion. As far as the conciliatory tone, I think he's tried to place nice with D* and as of now they've basically told him to pound sand. Like you said though since we haven't heard from him in a couple days chances are good it's been resolved.

Or his Internet access has been disconnected.

[Ken S]

:nono2: You're not really doing anyone any favors here with posts like this.

If you don't want D* back call them and ask for the recovery kits to be sent out. Since the account was not voluntarily disconnected recovery kits will not be shipped automatically. So you will get the NRF back either way as long as you follow the procedures.

Actually, if it is verified this person does work for DirecTV he is doing some people a favor...they're called plaintiffs.

[Joe166]

I don't think telling D* to refund his 300+ dollars or he'll call the authorities is extortion. As far as the conciliatory tone, I think he's tried to place nice with D* and as of now they've basically told him to pound sand. Like you said though since we haven't heard from him in a couple days chances are good it's been resolved.

Let me try to explain the difference. You can tell them that if they don't give you back your money you will sue them. That is because the action you warn them about is directed to getting your money back. On the other hand, telling the authorities just gets them in trouble. The AG and the police are not in the collection business, they are in the business of locking people up or fining them or otherwise making them suffer for their wrongdoing.

Letters threatening to "call the authorities" if the recipient doesn't do what you want (even if what you want is something you are entitled to) have on several occasions been held to be extortion, but I will admit that Florida has a very broad extortion statute. In one of the cases the court basically said that if you want to threaten it has to be to sue or otherwise recover your money. If you want to tell the authorities you are better off doing it first and then waiting for a call asking you what it would take for you to tell the authorities that you are satisfied, although that is not likely to happen very quickly.

I know that Florida is different from many other states, but my point was that giving advice of that nature on a nationwide forum is kind of risky.

[Ken S]

Let me try to explain the difference. You can tell them that if they don't give you back your money you will sue them. That is because the action you warn them about is directed to getting your money back. On the other hand, telling the authorities just gets them in trouble. The AG and the police are not in the collection business, they are in the business of locking people up or fining them or otherwise making them suffer for their wrongdoing.

Letters threatening to "call the authorities" if the recipient doesn't do what you want (even if what you want is something you are entitled to) have on several occasions been held to be extortion, but I will admit that Florida has a very broad extortion statute. In one of the cases the court basically said that if you want to threaten it has to be to sue or otherwise recover your money. If you want to tell the authorities you are better off doing it first and then waiting for a call asking you what it would take for you to tell the authorities that you are satisfied, although that is not likely to happen very quickly.

I know that Florida is different from many other states, but my point was that giving advice of that nature on a nationwide forum is kind of risky.

Joe,

Florida also has a consumer division that will attempt to resolve disputes. It's part of the Department of Agriculture and Consumer Affairs not the AG's office. http://www.800helpfla.com/complnt.html

Informing another party that you will be filing such a complaint should not be considered extortion as would be considered Alternate Dispute Resolution.

[scott72]

Let me try to explain the difference. You can tell them that if they don't give you back your money you will sue them. That is because the action you warn them about is directed to getting your money back. On the other hand, telling the authorities just gets them in trouble. The AG and the police are not in the collection business, they are in the business of locking people up or fining them or otherwise making them suffer for their wrongdoing.

Letters threatening to "call the authorities" if the recipient doesn't do what you want (even if what you want is something you are entitled to) have on several occasions been held to be extortion, but I will admit that Florida has a very broad extortion statute. In one of the cases the court basically said that if you want to threaten it has to be to sue or otherwise recover your money. If you want to tell the authorities you are better off doing it first and then waiting for a call asking you what it would take for you to tell the authorities that you are satisfied, although that is not likely to happen very quickly.

I know that Florida is different from many other states, but my point was that giving advice of that nature on a nationwide forum is kind of risky.

I'm a Deputy Sheriff here in Iowa so I know what the point is you're trying to make when comparing a criminal act vs a civil matter. Clearly yes this is a civil matter and law enforcement doesn't have the authority to lock someone up for not returning his money.
The point I was trying to make is I don't believe it's extortion for simply telling D* that you're going to call authorities if he doesn't get his money back, because chances are the customer doesn't know the different between civil and criminal. We get calls all the time at our office from people who want us to enforce landlord/tenant leases, or child custody arrangements, and they just don't understand why we can't help them. When someone is wronged like this, more often than not their first call is to their local police or sheriff's office. Unfortunately we have to tell them to contact an attorney and work it out in civil court. Of course then we get the "you're not doing your job" comments. :rolleyes:

[tsduke]

I'm not sure how desperate the OP is for help. He hasn't logged in since the post.

[joe diamond]

I'm a Deputy Sheriff here in Iowa so I know what the point is you're trying to make when comparing a criminal act vs a civil matter. Clearly yes this is a civil matter and law enforcement doesn't have the authority to lock someone up for not returning his money.
The point I was trying to make is I don't believe it's extortion for simply telling D* that you're going to call authorities if he doesn't get his money back, because chances are the customer doesn't know the different between civil and criminal. We get calls all the time at our office from people who want us to enforce landlord/tenant leases, or child custody arrangements, and they just don't understand why we can't help them. When someone is wronged like this, more often than not their first call is to their local police or sheriff's office. Unfortunately we have to tell them to contact an attorney and work it out in civil court. Of course then we get the "you're not doing your job" comments. :rolleyes:

Scott,

Your words are thoughtful and, I have found, accurate. The other lesson is that there are entities in business that know civil procedures very well. They have studied the law and are sometimes even lawyers.

So when an untutored worker submits a bill and discovers the corporation has no money but the owner still has his condo & BMW there is some confusion and disbelief.

I think the intent is to keep us a land of laws and not violent acts but I understand their frustration.

Joe

[firefighter4evr]

It actually takes almost 45 days for D* to disconnect an account from the time it's service is cut off for non payment.

These time frames are not set in stone so don't say this is policy but overall you have about 15 days to pay a past due balance before service get interupted and a minimum service is added. Then it takes almost a full billing cycle for the account to be completed disconnected and charges to be applied to the account. Then after that it takes 6 days to be charged to the account. You are correct though as every company now seems to make you prove you did something.

However with that said companies always look at customers accounts as well. I'm not saying the OP was a "bad customer" but overall there were things that could have been done to help stop this process some and extend the time before the account was disconnected.


I had a bill that was due on 10-30, with fate as it is for me, my only car broke down and needed to be repaired..... Since having a way to work was more important than having TV i decided to to call D* and explain what happened and ask if they would put a note on my account saying that i would pay the bill on 11-6 when i got my next paycheck...


The CSR was really nice.... she said that since she looked at my account and can see that i have paid my bill ON TIME every month and extra week would be no problem.... she would just have to get a supervisor to approve an ext. to my due date.. i was happy and thanked her..... later that night i got an email saying that they have extended my due date to 11-8..


well.. on 11/4 while watching the election coverage i suddenly get a blank screen with a message "Channel Not Purchased":confused: so, i call in to customer service and get a nasty CSR who has a *hity attitude and acts as if its a pain in the behind cause she has to handle my call... All i got out of her was (her exact words) "pay your f*ing bill and you wont have any issues":eek2: ... Even tho i was irritated and thinking that kinda response was way uncalled for, i did have a balance and was working on a Ext. to payment i decided to let it rest till yesteday and pay my bill and forget it.....

SO... yesterday comes and i call and pay my bill in full... CSR (really nice one this time) thanks me for paying the bill and says that my service should be on in a hour or so just takes a bit for the system to "catch up".. i was cool with and and moved on......then i wake up this morning and its still not on:nono2:

I call in again and find out that EVERYTHING on my account was wiped clean and i was charged a "minimum service fee" of five bucks..... CSR said that if i wanted my programming back i would have to pay 62.99 for my package... i was like ok, whatever.... then i discovered that my NFL sunday ticket that i had paid for the last 5 months was not there:eek2: :eek2: :eek2: i was then told that if i wanted that i would have to make 5 payments of 49.99:mad: :mad:

I ended up getiing off the phone with the 29.99 package.......

[RAD]

Firefighter, even though things are fixed I'd like to recommend that you send an e-mail to the Ellen address anyway letting them know what happened. Based on my experience with them they want to hear about things like this to help 'train' the staff so others don't experience the same as you did.

[firefighter4evr]

Firefighter, even though things are fixed I'd like to recommend that you send an e-mail to the Ellen address anyway letting them know what happened. Based on my experience with them they want to hear about things like this to help 'train' the staff so others don't experience the same as you did.

i plan to.... right now i have the minimum package and i refuse to pay AGAIN for the sunday ticket

[jclewter79]

Wow, I would not put with a CSR telling me to pay my f*cking bill I would be irate and, I would not be signing up with any kind of package until I got so sort of satifaction about the NFL thing. Treatment like this is just not right.