1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

DirecTV adding items to my bill without permission

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

  1. lesz

    lesz Legend

    218
    1
    Aug 3, 2010
    In my case, I had the unfortunate timing to get an important phone call just as the service technician was finishing up, and I had to manage dealing with the phone call and signing off on the DIRECTV service call at the same time. Even with that, I checked my copy of the sign-off sheet, and I definitely did not sign up for the protection plan. Thus, it could have been the service technician, the service company that DIRECTV contracts, or DIRECTV itself that signed me up.

    When I called DIRECTV, the CSR did remove the protection plan from my account and assured me that she had reversed any pro-rated charges. To reduce the chances of any surprises on my next statement, I also sent an email to Ellen Filipiak's office. When someone from that office called me, she assured me that DIRECTV does not sign people up for the protection plan without their approval. If that is true, then my sign up had to come from somewhere lower on the chain. The customer advocate rep also assured me that they follow up on finding out where the sign up did take place. If that is the case, I would hope that someone would have consequences for his/her unethical actions.
     
  2. wingrider01

    wingrider01 Hall Of Fame

    1,764
    2
    Sep 9, 2005
    I would have told the tech to wait while I finished the call, absolutely refuse to sign or agree to anything that I don't read first
     
  3. lesz

    lesz Legend

    218
    1
    Aug 3, 2010
    a. The phone call was one that was going to take at least a half hour to conclude, and I have no desire to take up a half hour of the technician's time. Also, I had been trying to get in touch with the person who called for 3 days, and I had no interest in cutting the phone call short and having to spend more time waiting for the person to call me back again.

    b. As I said in the previous post, I checked my copy of the sign-off sheet, and I did not check off or sign anything on that sheet that would have signed me up for the protection plan. Whoever or whatever got me signed up for the protection plan happened at some point after the technician left my house, and, thus, regardless of how much time I might have spent reading the sign-off sheet, it would have made no difference with regard to getting signed up for the protection plan without my authorization.
     
  4. ThomasM

    ThomasM RF Engineer

    4,317
    10
    Jul 20, 2007
    Milwaukee, WI
    It's always a good idea to log into the web page and check the "recent activity" tab BEFORE you get your next bill after anything at all changes on your account.

    I had a DVR installed by a technician a few years ago and the protection plan magically appeared (nothing was discussed about it and nothing was noted on the receipt I was given by the installer). Of course, DirecTV canceled it but the one bonus was they mailed me the "contract" so I actually got to see exactly how the protection plan worked. After reading it, I decided that the protection plan wasn't for me anyway.
     
  5. wingrider01

    wingrider01 Hall Of Fame

    1,764
    2
    Sep 9, 2005
    that is the difference between you and me - I don't read it, I don't sign it. No exceptions. I wait for them, they can wiat for me.
     
  6. raott

    raott Hall Of Fame

    2,267
    61
    Nov 23, 2005
    Which is irrelevant as he has stated, twice now, he did not sign anything related to the protection plan.
     
  7. lesz

    lesz Legend

    218
    1
    Aug 3, 2010
    Thanks. I was beginning to wonder if I had actually said what I thought I had said (twice). And the point is that it makes little difference what you have signed or what you have read if someone's ethics are lacking to the extent that he/she is willing to make changes to the form after he/she has left the site. Perhaps, my best protection was keeping my copy of the form as proof of what I actually did sign and as proof that I did not choose to sign up for the protection plan.
     
  8. JeffBowser

    JeffBowser blah blah blah

    2,549
    18
    Dec 21, 2006
    Wow - the defense of DirecTV in any situation on this forum strikes me as pretty intense. Especially since I have been away from reading this forum much, and have just lately come back with fresh eyes.

    Before anyone gets too excited over that comment, I'm a 10+ year subscriber, but I'm neither a "hater", nor a "fanboy". I'm just making an observation from my viewpoint, based on this thread and several others recently.
     
  9. Sackett

    Sackett Legend

    188
    0
    May 21, 2007
    I just had this happen to me as well. I had ordered an additional HD DVR, the tech came out this past Friday. Yesterday I received an email from Directv saying thanks for signing up for the PP and that $5.99 will be added to my monthly bill. I immediately called them and they did remove it, however as I mentioned to them, I did not authorize this and it should have never been allowed to be added without my authorization....
     
  10. lesz

    lesz Legend

    218
    1
    Aug 3, 2010
    I got the feeling from talking with both the front line CSR and the CSR from the customer advocate group that this is not the first time that they have had to deal with this issue. They neither seemed surprised to hear what happened, nor did they offer any resistance to removing the protection plan from my account.
     
  11. Athenian

    Athenian Legend

    129
    0
    Nov 16, 2005
    As I write this, I'm waiting on a technician to fix a problem that developed on Sunday. When we were unable to resolve the problem over the phone, the rep told me that a service call would be needed and offered two options
    • $49 service call fee
    • Protection Plan -- $5.99/month which can be discontinued after 2 months. If the plan is discontinued in less than 12 months though,, there will be a $10 termination fee.
    So basically, I could pay $49 up front for the service call or $22 if I agreed to enroll in the protection plan then drop it after 2 months.

    The telephone rep was very up front about my choices and I made an informed decision. Obviously, DirecTV would like for me to forget about the extra charge and keep the plan but I already have a reminder on my calendar to drop it in two months.

    Athena
     
  12. raott

    raott Hall Of Fame

    2,267
    61
    Nov 23, 2005
    According to the terms and conditions there is also a $10 fee to drop the PP in the first year (assuming that is the terms and conditions currently in effect since there seem to be multiple versions on the Directv site.)

    http://www.directv.com/dpp_terms/1010_protection_plan_terms.pdf
     
  13. Athenian

    Athenian Legend

    129
    0
    Nov 16, 2005
    I'm sorry, isn't that what I said? 2 months @5.99 + $10 Termination = $21.98
     
  14. raott

    raott Hall Of Fame

    2,267
    61
    Nov 23, 2005
    Whoops. That is the trouble with ADD, only read 1/2 the sentence. :grin:
     
  15. lesz

    lesz Legend

    218
    1
    Aug 3, 2010
    I could be wrong, but I thought that, with the protection plan, if you cancel within one year, you are also retroactively charged for any repairs/service calls that had been paid for with the protection plan. If that is the case, cancelling after 2 months will cost you 2 months at $5.99 per month + $10 termination fee + the 49.99 for the service call.
     
  16. ThomasM

    ThomasM RF Engineer

    4,317
    10
    Jul 20, 2007
    Milwaukee, WI
    That's what the Protection Plan contract said when I got one by accident a few years ago. Unless this has been changed, it is probably still true.

    Rather than believe the CSR's "choices", I'd read the contract VERY carefully because that is what is going to happen.

    This is just like a story a friend of mine told me about a flood in his basement. His insurance agent told him "that will be covered" but, of course it wasn't as the insurance company deemed the situation a "natural disaster".
     
  17. Brubear

    Brubear Legend

    151
    1
    Nov 13, 2008
    Technically that is correct, however in all my years here I've never seen them actually do so.
     
  18. Jodean

    Jodean Icon

    769
    9
    Jul 17, 2010
    that makes sense, those techs get bonuses for each protection plan they "sell" (or i mean add to the account) lol
     
  19. i3rown

    i3rown AllStar

    58
    0
    Sep 3, 2011
    Actually.... Your suppose to initial which protection plan that you want .. Then sign and date for the wo and the protection plan .

    If you are in a paperless area at the top of the screen is says what you are singing for and you have the option of checking the box that says email me this ..
     
  20. usnret

    usnret Icon

    603
    2
    Jan 16, 2009
    Why not just have the tech issue a separate piece of paper to sign for "extra's", such as the PP?
     

Share This Page