Confusing Directv email

[spanishannouncetable]

So I'm minding my own business when I get an email from Directv. The email states that my paper bill is being discontinued, and if I want my paper bill to be mailed every month (as it has been for the last 11 years) I need to log in to my profile to check the box to re-start it.

After I finish swearing and muttering to myself about them deciding to switch me into compliance with this new policy (how thoughtful of them :mad: ), I go to directv.com and log in to fix it back the way I want it.

Just as I am about to click the empty box to renew my snail-mail bill, I actually read the statement next to the box. Whaddaya know - if I check the box I will not be restarting my bill, but I will instead be stopping it and going to an online-only statement.

How many customers will Directv get to unwittingly shut off their bills this way ?
Then, how many calls will they receive from customers complaining they didn't get a bill in the mail ? And how much money will Directv try and collect in late fees, and how many threats to discontinue service will Directv issue to good customers who missed a payment because they didn't receive their bill ?

Uggh

[jonaswan2]

So I'm minding my own business when I get an email from Directv. The email states that my paper bill is being discontinued, and if I want my paper bill to be mailed every month (as it has been for the last 11 years) I need to log in to my profile to check the box to re-start it.

After I finish swearing and muttering to myself about them deciding to switch me into compliance with this new policy (how thoughtful of them :mad: ), I go to directv.com and log in to fix it back the way I want it.

Just as I am about to click the empty box to renew my snail-mail bill, I actually read the statement next to the box. Whaddaya know - if I check the box I will not be restarting my bill, but I will instead be stopping it and going to an online-only statement.

How many customers will Directv get to unwittingly shut off their bills this way ?
Then, how many calls will they receive from customers complaining they didn't get a bill in the mail ? And how much money will Directv try and collect in late fees, and how many threats to discontinue service will Directv issue to good customers who missed a payment because they didn't receive their bill ?

Uggh

We have discussed this in another thread in the forum. There was a statement to everyone on their June paper bill. It started off saying, To our Web-savvy customers.

DirecTV obviously doesn't want people wasting their paper for no reason. Bottom line, DirecTV did tell us about this before hand and now you may only get either a paper statement on an online statement from DirecTV. Period. It's not going to be DirecTV's fault if people don't pay attention.

If you still want to get an online bill, but paper as well, DirecTV will let you print your online bill. That's the only way to get both.

[bjflynn04]

That confused me too when I saw that so what I did was I clicked on the bottom where it says discontinue online access

[ClubSteeler]

Yeah, they say to uncheck the "discontinue paper statements box", however the box was never checked to begin with.

The real confusion is that the email says that you WILL STOP RECEIVING paper bills, which is not true. So just ignore this email.

[morgantown]

Yeah, they say to uncheck the "discontinue paper statements box", however the box was never checked to begin with....So just ignore this email.

Ding! Ding! Ding!

My $0.02 says some will get a paper-bill and others won't (paying attention to the email or not). End result -- less folks will use the website in the immediate short run. It is good to have the option, but the communication could have been executed much better (that has got to be a first with DTV :)).

I'm all for automatic payments, but I still want to get the bill to see what is going on (like they did not auto-renew my NFLST for the first time ever this year). Personally, I don't want to have to remember to check online -- it is more convienent to just glance at a statement that comes automatically, and then tossing it in the trash.

[spanishannouncetable]

We have discussed this in another thread in the forum. There was a statement to everyone on their June paper bill. It started off saying, To our Web-savvy customers.

The statement in the paper bill has no bearing on why I posted this. The other thread made no mention of my own complaint.

DirecTV obviously doesn't want people wasting their paper for no reason. Bottom line, DirecTV did tell us about this before hand and now you may only get either a paper statement on an online statement from DirecTV. Period. It's not going to be DirecTV's fault if people don't pay attention.

No, the bottom line is Directv is going to confuse customers with an email giving details and instructions to how to modify their web profile, and then having those instructions not match what's on the website.

If you still want to get an online bill, but paper as well, DirecTV will let you print your online bill. That's the only way to get both.

I've always been able to do that anyway. Just because I was quick enough to catch the discrepancy doesn't mean everyone will.

Why give customers conflicting instructions on how to change their profile back to getting a paper bill when Directv is, in fact, not changing the customers status in the first place ? All this will do is result in more unnecessary phone calls to correct a problem that should'nt have existed in the first place.