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DirecTV adding items to my bill without permission

Discussion in 'DIRECTV General Discussion' started by bluemoon737, Nov 25, 2012.

  1. bluemoon737

    bluemoon737 Godfather

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    Feb 20, 2007
    Portsmouth, NH
    I know there was a thread about this 5-6 years ago but it's happening again and it isn't right. I just had my service moved to our new house and told them specifically that I didn't want the protection plan. On my second monthly bill (I have paperless billing but usually check it each month unless the amount is what I expect), there was a charge for the protection plan of $5.99. I called to remove it and was told it was on the first month for free and billed after that. I looked at the first bill from the new house and it was NOT listed at all. I guess DirecTV thought they could get away with adding stuff (that I specifically told them NOT to add) since I don't get a paper bill and wouldn't notice. :mad:

    I can't believe they try and get away with this stuff...and really find it hard to believe it isn't illegal? :nono2:
     
  2. trh

    trh This Space for Sale

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    Did they remove it and credit you the $5.99 plus associated taxes?
     
  3. bluemoon737

    bluemoon737 Godfather

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    Feb 20, 2007
    Portsmouth, NH
    Well yet another thing to tick me off...yes, they removed it...at a pro-rated rate!!! :mad: I had to call them again and get it removed for the full amount.
     
  4. SPACEMAKER

    SPACEMAKER Freethinker

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    Mason, MI
    I doubt it's some grand corporate conspiracy of willful deception. Perhaps a CSR made a mistake or there was just a glitch in the system. Those things happen. The email you sent them to get this resolved probably required less effort than posting this thread.
     
  5. bluemoon737

    bluemoon737 Godfather

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    Feb 20, 2007
    Portsmouth, NH
    Since it has happened before (see previous thread), and it took TWO phone calls to get it fixed correctly...I guess I have a different opinion than you. I have NO doubt DirecTV will do whatever they can to make more money (nothing really wrong with that...I am a supporter of capitalism), but doing things like this in particular when the customer was clear they didn't want the service is wrong.
     
  6. trh

    trh This Space for Sale

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    They added it to my bill two years ago without telling me. The CSR did it when my multi switch needed replacing so I wouldn't have to pay for the service call. But since it was done without my knowledge, it was removed. Certainly not the proper way to do business.
     
  7. jimmie57

    jimmie57 Hall Of Fame

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    Texas City, TX
    I think sometimes the computer is programmed does things like this whenever a change of any kind is made and it is not the person on the phone that you are talking to.
    I have similar problems anytime I make a change to an AT&T phone service.
    Usually a phone call can correct it.
     
  8. SPACEMAKER

    SPACEMAKER Freethinker

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    Dec 11, 2007
    Mason, MI
    I've seen errors on my bill and the best way to resolve it is email. That way there is a documented record. Also I'd rather not waste my time (or theirs) placing a call on something of such overall insignficance. They have always fixed it in a timely manner.
     
  9. Brubear

    Brubear Legend

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    Nov 13, 2008
    the tech onsite can also add the Protection Plan to your account via his handheld. When I hear about the addition of the Protection Plan associated with a tech visit, that is what comes to mind. The practice of adding services to an account without the account holder's knowledge or permission (called "slamming" in this and other industries) is just about the quickest way for a DirecTV csr to be promoted to paying customer.
     
  10. Carl Spock

    Carl Spock Superfly

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    I can't resist:

    OP, if you've experience this problem every 5-6 years, you could say you have it once in a blue moon.


    :grin:
     
  11. Shades228

    Shades228 DaBears DBSTalk Club

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    There are 2 places you can sign when you get something done. One approves the installation and the other one adds the protection plan.

    Attach rate and disconnect rates are tracked so if someone is doing something dubious it doesn't take long to catch it.
     
  12. lesz

    lesz Legend

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    Aug 3, 2010
    I just had a service call on 11/14. After reading this thread, I logged in on-line and checked my "recent activity". Along with the service call being listed, it had me signed up for the protection plan on the same day. The service technician did not ever ask me about whether I wanted the protection. He just pointed to where I should sign off on the form that needs to be signed at the end of a service call. I guess I should have read what I signed.
     
  13. trh

    trh This Space for Sale

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    NE FL
    Was it added by the tech or by the CSR when you called in? Mine was added by the CSR. When I called when it showed up on my bill, the CSR I was talking to was able to 'see' that I hadn't added PP so had it deleted. So if you don't want it, you need to call/email DirecTV and have it removed.
     
  14. lesz

    lesz Legend

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    On the service call sign-off form, there is a spot for the protection plan. If you want it, you check one of the 3 protection plan options and sign. If you don't want it, the technician has typically instructed me that, to decline the protection, I need to sign without checking off any boxes.

    In my case, I just checked my copy of the form. None of the boxes were checked off. But, since it was signed, it would be very easy for that technician to just check the sign-up box after he left my home.
     
  15. trh

    trh This Space for Sale

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    NE FL
    How much were you quoted for the service call when you set it up?
     
  16. lesz

    lesz Legend

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    Aug 3, 2010
    It was a no-charge service call to fix up something that was done incorrectly on a previous service call.

    The lesson I've learned is that, when the technician tells you to sign the form, the thing to do is to cross out the protection plan options and write "decline" in big letters. Otherwise it is too easy for the technician to check off the protection plan after he/she leaves the site so that he/she can get whatever commission goes along with signing a customer up for the protection plan.
     
  17. wingrider01

    wingrider01 Hall Of Fame

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    +1 ALWAYS read what you sign, you may never know what you agree / authorize to if you don't - look at cell phone charge spamming, a perfect example
     
  18. MysteryMan

    MysteryMan DIRECTV A-Team DBSTalk Club

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    It's amazing how many people foolishly sign without reading.
     
  19. retired flyer

    retired flyer Cool Member

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    Nov 12, 2007
    I think DTV knows most customers don't read their bill closely. A week ago the CSR would not correct a glaring mistake on my bill and I asked for the retention dept. where they immediately corrected the mistake. I wonder if CSRs get a bonus for this kind of response?
     
  20. raott

    raott Hall Of Fame

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    A couple of observations. The adding of the protection plan routine is not new.

    A couple of years ago, I had my roof done, I called Directv to get an alignment done after the roof job. Directv offered the service call for free (without me asking) since I was a long time customer. I appreciated the offer and they came out. Not once was the protection plan discussed, nor did I sign anything regarding the protection plan. Yet, on my next months bill, the protection plan showed up as a line item. One call got it cancelled and the monies refunded, but it was not a call I should have to make.

    Second observation, as others have stated, always check your bill. I'm suppose to get the $10 x 24 months HD credit. The credit started in April 2011. It has shown up every month, until this month. I called, spent 15 minutes on the phone, the CSR confirmed I should be getting it but a "system glitch" caused it to not show up this month. Again, one call solved the issue, but not a call I should have to make.
     

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