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Billing issues...should I cancel service?

Discussion in 'DIRECTV General Discussion' started by Mjbillmeier, Apr 18, 2012.

  1. Mjbillmeier

    Mjbillmeier Cool Member

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    Oct 8, 2011
    I have had DTV since October 2010. I signed up with Choice Ultimate and had HD Free for Life. In February 2012, I lowered my service to Choice Extra trying to save money. I noticed on last months bill my HD free for life was gone. I called and they said that I still qualified but for some reason were unable to add back to my account. The rep said he was opening a case and someone would call me back. No return call.

    Today I called back in and said cancel service at the prompts. I got a rep and was told they are unable to give me free HD for life back and there is nothing they can do since I am on Ultimate. I explained to them that it would have been nice for the rep to tell me that when they recommended Xtra. I would never had changed since the cost would have been the same (ultimate w/ free hd vs Xtra and no free hd). She said she understood but there was nothing she could do. I asked for a supervisor and she said there was nothing they could do either.

    What should I do? Switch to Dish? Switch to local cable company(Cox)? I would have my roommate sign up for new DTV service in his name, but I have 8 total receivers (2 HR24 and 6 H24), so the cost to get that many receivers again would put the cost way up upfront.

    Thanks for all your help.
     
  2. trh

    trh This Space for Sale

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    If you cancel now, won't you incur some ETFs?

    I would send an email to the VP of Customer Service and explain nicely (like you did above) what happened. At this stage, I think if anyone can get your situation corrected, it is that office.

    Good luck. And Welcome.
     
  3. Mjbillmeier

    Mjbillmeier Cool Member

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    Oct 8, 2011
    The ETF is only $100. I asked the rep. I told her at this point I can save that much money in one year just by switching.

    What's the email address of the VP you are referencing.

    And thanks for the reply.
     
  4. domingos35

    domingos35 Icon

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    i would switch to dish and get their new customer discounts
    why do u need so many receivers?
     
  5. Inkosaurus

    Inkosaurus Icon

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    Jul 29, 2011
    With the amount of TV's hes running i wouldnt switch to Dish.
     
  6. Shades228

    Shades228 DaBears

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    I don't think DISH will setup a customer with that many receivers.

    Back in 2010 the requirement was Ultimate not Choice Xtra the person who stated you still qualified didn't look under the correct year or didn't notice what year it was you signed up.
     
  7. sigma1914

    sigma1914 Well-Known Member DBSTalk Club

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    ellen.filipiak@directv.com is Vice President for Customer Service & they're office gets results.
     
  8. Mjbillmeier

    Mjbillmeier Cool Member

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    Oct 8, 2011
    My reasoning for 8 receivers is due to the fact I have 8 TVs that get used. I went with DTV back in the day because of their whole home DVR. It is still nice to have that. What about switching to Cox? Do they have a whole home dvr?
     
  9. domingos35

    domingos35 Icon

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    Jan 11, 2006
    dish now has whole home DVR
     
  10. dpeters11

    dpeters11 Hall Of Fame

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    Hopper/Joey doesn't work the same.
     
  11. Mjbillmeier

    Mjbillmeier Cool Member

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    Oct 8, 2011
    I sent Ellen an email. I love DTV and would hate to switch, but being taken down a path that didn't save me any money is ridiculous. I understand I am as much to blame as the rep that talked me into Extra is, however had I been told I would lose HD for life free, I would have left everything as it was. I am fortunate to live in a city where the DTV techs are great and have been able to resolve my issues every time they come out.
     
  12. trh

    trh This Space for Sale

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    Please update us when you hear from Ellen's office.
     
  13. jdspencer

    jdspencer Hall Of Fame

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    So if you downgrade your subscription from Ultimate to Xtra you lose your HD credit? I currently have Xtra with the HD credit. This makes no sense that the OP loses it and they can't add it back. I suspect that Ellen's office will take care of this.
     
  14. RACJ2

    RACJ2 Hall Of Fame

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    Why is your solution in the DIRECTV forum always "Switch to DISH", no matter what the situation. I suppose the next suggestion will be to tell him to get rid of some of his TV's, because nobody needs that many? I know your bitter about the credit reversal issue with DIRECTV, but switching to DISH isn't always the best solution for someone. And it doesn't sound like it would be in the OP's best interest in this situation.
     
  15. ActiveHDdave

    ActiveHDdave Godfather

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    Sep 15, 2007
    Because you save money by switching I would recommend after 2 to switch from dish to something else ....But then I have only one TV and no DVR service.
     
  16. DLP2008

    DLP2008 Mentor

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    ^^^yes.....

    You couldn't pay me to switch back to dish..
     
  17. RACJ2

    RACJ2 Hall Of Fame

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    Sounds like you had a bad experience with them and if so I don't blame you. My sister had DISH and she loved it, until they raised the prices. Then she switched to DIRECTV, to get the promo and save money. And shes happy with what she has now.

    For me, with what DIRECTV offers sports wise in HD that Dish doesn't, I would never consider switching. For movie lovers and those that want specific channels in HD that DISH offers, I think its smart for them to chose DISH. My point was, it doesn't help anyone, when some keeps giving the same answer to "Switch to DISH", as soon as someone has an issue with DIRECTV.
     
  18. Shades228

    Shades228 DaBears

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    If you remove any of the requirements then it's removed and cannot be added back on by an agent. The way the discount is added is automatic and not something that can just be chosen at anytime much like the referal discount. Once that timeframe to add it has passed it's gone. It's very clear in the confirmation that people receive regarding this promotion. With that said if someone changes programming and it's going to remove eligibility of a discount it tells them which is why we don't see this issue happen all of the time and posts like these are rare instead of common.
     
  19. samessner

    samessner New Member

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    Jan 22, 2009
    I had a similar problem once. A tech canceled my lifetime dvr and month later I was being billed for it. They said they couldn't fix it but I stayed on the line until they did.
     
  20. Shades228

    Shades228 DaBears

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    Different scenario as lifetime DVR is something that was purchased and as such you have a right to it. It was removed due to a system error and as such it would have been corrected. This is also a service and not a discount because the service is $0 rather than a charge and credit. So it's handled differently.
     

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