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Unfair. How to contact DTV corp. Wont install?

Discussion in 'DIRECTV General Discussion' started by papamojo, Oct 23, 2011.

  1. Oct 26, 2011 #61 of 124
    Inkosaurus

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    If D* still operates in the same manner as when i worked there, then i would i say that that account will stay flagged until someone manually removes it. And of course that means until you clear things up with the fraud department.
    Mainly because they want to prevent any chance of someone signing up service under a different name at an address with a substantial balance/unreturned equipment.

    Whats perplexing to me is how persistent D* is being about this at E* we have pretty much the same policy and will have to contact our Fraud team (FACT ACT) to get anything resolved. The thing is at E* the sales agent wont even be able to build the work order for the tech/new account without getting the address cleared, and in most cases we just get some info, verify that you are some one else and thats that. It takes all of 2-5 minutes.

    Something to keep in mind is not one supervisor call pretty much anywhere ever gets recorded. This is why in most cases most supervisors you will ever run into are rude and more readily willing to jump into a shouting contest with a customer and more with non-customers. If you are going to continue to follow this through, record every call. Get the full name, City/site they work in and operator ID. It could be useful for legal purposes, or if anything something to post online on how ass backwards D* can be.


    Also regarding the slightly different address thing.
    Its true.
    At the end of the day the program used to make and look at accounts is just that, a program. It uses 0's and 1's.
    So "mocking bird lane 1" would have a different amount of 0's and 1's then "Mocking bird lane 1a" and the program would just go forward and not pick up a flagged account because its assuming its a completely different address.
    In fact, honestly this is what the fraud team would probably end up doing to make your account so that you can get your set up while still being able to pursue billing your Ex-Wife and what not.
    edit:
    Also just throwing this out there, if you guys do sign up for Dishnet via that retailer keep in mind that gift card is through him and not Dish(so calling dish and asking for it will lead no where). And dont forget about the 49$ activation fee retailers always charge.
     
  2. Oct 26, 2011 #62 of 124
    papamojo

    papamojo Mentor

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    This makes sense. Not to rule out the one reply before yours. I too think its very wrong of the DTV rep to teach his clients how to get around the rules. However the manager said not once was it caught as he got all his spiffs. So I think it must work as you are saying here. Again not that I would do this. HOWEVER. If they are flagging and wont let my Roomate get service then I would not feel I did something wrong by it.

    I mean its not lying.
    My address is a
    123 123rd PL SW
    Would it be wrong to enter as
    123 123rd Place Southwest

    I mean this is still the honest address. Wonder if there system would auto abbreviate and catch this. Again. no flame intended. Just interested.???

    One more thing since you know much, Dan (my renter) has not been told they are not installing. I am just guessing as it wont let him change date at my account on DTV site. However under orders it still shows install for this Sat 8-noon. As example under my account it shows no orders pending anymore. Do they let him know he needs to call in or are we just to wait and see if they show up?

    Last, You have been great help. If I go Dish, I will PM you if signing up with you makes you some cash. Just offering.
     
  3. Oct 26, 2011 #63 of 124
    Inkosaurus

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    The "Place" and "Southwest" Should be shortened by default by the program, so that wouldn't work. In order for it to work there has to be an additional entry in the address.
    In the scenario you posted earlier only the "121 Mockingbird Lane Apt 1" would have worked.
    Generally though just adding a "#a" to the end of an address will do the trick, this is what most fraud agents do anyway to avoid having to manually over ride and clear off an account.

    It does get caught somtimes though, its risky. Now whether the agent who finds it will do anything about it is a completely different question all together.

    In most cases an account is caught when the customer calls in and for some reason the CSR cant find the account and lets say in this scenario they run the address.
    Lets assume the account was built by a retailer and the retailer put "#a" at the end of the address but never told the customer. So you run your address without the "#a" and bingo, the CSR found an old closed account.

    In most case the CSR probably wont do anything and just say "Oh i found an old account with this address, lets try your receiver ID instead".

    edit:
    In most cases there should be a courtesy call the day prior to the install to give you a heads up its still ready to go.
    I would call up, and contact a normal CSR and see what they can find on the account to be honest.
    edit:
    Oh and i dont get commission for new accounts since i dont work in the sales department lol so sign up with any method you prefer.
     
  4. Oct 26, 2011 #64 of 124
    papamojo

    papamojo Mentor

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    Oct 23, 2011
    Thank you!
     
  5. Oct 26, 2011 #65 of 124
    B_H

    B_H Cool Member

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    I guess I'm confused. Directv's TOS says they can legally refuse service to anyone just because they want to? I thought that refusing service was illegal. That is based on the fact of having lived in Birmingham, Alabama 50 years ago. Refusing service didn't work in Birmingham too well.

    So what services are legal to refuse and what services are not?
     
  6. Oct 26, 2011 #66 of 124
    papamojo

    papamojo Mentor

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    Your actually correct. Its a state by state thing. I looked it up and there are provisions that must be made in most states before refusing service.

    Some states are very clear about it. Things like theft have to be proved by conviction and such to refuse. Most states however simply go by the fed guidlines that are mostly just protected class protections. Cival rights so to speak.
    http://www.lifescript.com/soul/self/well-being/the_right_to_refuse_service_or_discrimination.aspx
     
  7. Oct 26, 2011 #67 of 124
    Shades228

    Shades228 DaBears

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    I would highly recommend just going with another provider. If you go around the system knowingly and then get caught you're going to be the one who's held responsible. I won't get into every post but the bottom line here is you clearly want them more than they want you. They have legal grounds to stand on and contacting you AG and everyone else isn't going to change their right to deny service to anyone. As RobertE stated those sales people/merchants who change information to get a sale pushed through are usually the ones who are dealing with a screaming customer when DIRECTV turns their service off after they are installed, charged them every fee because they went around the system intentionally, and lose their commission for that sale plus fees.

    A company cannot discriminate against you, that's the law. So if they said that you can't get service because of race, religion, creed, age, weight, color of hair, drug user, or anything else then you would have legal backing. Right now they're just saying "We don't want you as a customer."

    The department that you're dealing with isn't going to be very customer service oriented. They are the fraud department and deal with fraud. They're not going to believe you because in their experience you would be in the small minority. As I stated earlier the people you were dealing with were what you wanted in terms of "corporate".

    FYI your room mate can get flagged as well and it can happen after the installation. They can turn off the account and demand everything back. If they can prove that you did something to intentionally go around the system they can also file legal recourse.

    So again I would just find another company and move on. You won't have to deal with anything like this. If you want the NFLST you can get a PS3 and subscribe to it on there. You're starting to make this personal and nothing good will come of it.
     
  8. Oct 26, 2011 #68 of 124
    papamojo

    papamojo Mentor

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    Shades thank for the help but I am very versed on collections laws in my career. I was at one point the director of collections for a local office for Bank of America a few years out of college. You are absolutley incorrect in a few area's

    1. I can NEVER by law be held liable for ANY moneys owed by account of my ex wife or anyone as I am not on contract. This can NEVER change! I could (and I would not) lie and have a chimp get service and it is cival first off and not criminal. Based on cival collection laws they can not come after me for past amounts based on any way I get service. They CAN come after me if I used fraud to get service by said chimp. I will never be linked or liable for any of my ex wifes accounts.

    2. Dan my roommate if installed is a new customer. He too can not be held liable for anything other then his account. So if they do show up and install this week he will not be disconnected down the line. I am sure of that from private discussions online here and on Dtv forum. Dan once installed would not be flagged. There is no dept going door to door and his information given was accurate. There is nothing to research to show different. We are not using fake information here. This is completely cival and I am sure DTV is not going to file in small claims court to say,. Sir magistrate. Dan signed up and used the word Lane instead of LN, then he paid all his bills on time. But SIR, his landlord and roommates ex wife owed lots of money to us. No Sir we were informed the landlord was not liable for his ex wife by divorce decree, But SIR THEY TRICKED US! We want all the money..... Get real. Not ever going to happen. Once system is installed and we are on autopay. Our account will ever be flagged. This coming from a DTV employee by PM as she feels so bad for me.

    3. IF I give correct address that is not fraud. If there operating system is outdated and allows installation so be it. Then we have service. Again we are not ever liable for past accounts. I am fairly certain no one will be coming to remove system as that is ILLIEGAL without a court order! Yes they could turn off service as its there right to do. However I am sure once its put in they are not looking at 20 million accounts to see who they can turn off.

    From talking now to people in the know. Directv Fraud dept is very poorly run. They flag accounts and get a charge off not following proof of the not minority as more then 70% of flags are not fraud ( this coming from ex fraud dept csr on forums PM to me), They do not go out and search for fraud on active accounts. They only flag by new requests and they have in past linked by full name match but it got them in trouble by too many mistakes so they stopped.

    again, I know the laws. I am not afraid to use a new spelling to use it if I need to, I am being treated like a criminal and from working in a much bigger banking collection bad debt industry can tell you that we would always start nuetral and go by facts we were given and proved or not. Your theory is incorrect. Or this company is in big trouble.

    I do thank you for your advice. Just flat out disagree with you in theory. THEY MADE IT PERSONAL!! and I will win! One way or the other in honest fashion. You can bet that all the way to the winners circle!

    Sorry for the hard reads as I am doing this on my Blackberry in the train.

    Peace.

    Thats enough for now. Will report back any new progress. No more need for armchair law advice.
     
  9. Oct 26, 2011 #69 of 124
    papamojo

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    Oct 23, 2011
    Ok, New UPDATE!

    Found out the reason I thought Dan was turned down was incorrect. I thought he was flagged and turned down as when going to MY ACCOUNT, then ORDER screen it shows install for this weekend. However when choosing to change installation date, it gives a greyed out two month screen and wont let you change.
    My bad! We found out on Directv forum on there website that you can only use that screen to change installation date for about 24 hours after order. In Dans case he ordered Monday night and it worked till Tuesday morning. After 24 hour the invoice work order is sent to installation group and to keep it smooth at that point you can only reschedule by live talk by phone. So basicly the online reschedule tool page is useless after about a day of new order.

    Next, to test Dan just called DTV and asked if his installation was for AM or PM just to check what they say. The CSR polietly said all things are a go and installer will arrive Sat from 8 to noon.

    So it seems i may have jumped the gun on Dan being cancelled. Guess DTV is smart enough not to cancel someone who is a new resident in an old bad account house! We shall see if they show or call to confrim tomorrow sometime!
     
  10. Oct 27, 2011 #70 of 124
    RMBittner

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    Actually, he'd have made his own life a whole lot easier by writing a single check. He could have spent a total of five minutes on this problem and saved himself a lot of frustration and hours of his time.

    Bob
     
  11. Oct 27, 2011 #71 of 124
    wilbur_the_goose

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    Papa,
    If you were a plumber that did work for your wife in that house and your wife owed $500, and her ex-husband moved in, would you do work for him?

    I feel for you, sir - you're in a tough spot. And, I think Washington is a community property state, which complicates things.

    Anyway - good luck - I wish you all the best as you get your life back together!
     
  12. Oct 27, 2011 #72 of 124
    bixler

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    Yes, I think that is a major problem in his situation.

    In the United States there are nine community property states: Arizona, California, Idaho, Louisiana, Nevada, New Mexico, Texas, Washington and Wisconsin.
     
  13. Oct 27, 2011 #73 of 124
    papamojo

    papamojo Mentor

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    Sorry the post got so long you probably missed the point. Yes its a CP state. However I was legally seperated from being tied to her as of almost a year before she and her boyfriend got DTV service. I have nothing legally to do with her. So I am being unfairly hung out to dry. They are not asking for money from me as they can not legally and they are smart enough to know this. However that could old RIGHT TO REFUSE that you only see Joes Smoke shop use in this country is there legal out. And boy do they love to use it!'


    And again, I see there point. However when a perspective customer such as myself show or offers to show proof, they are un american with a GUITLY first attitude. Even worse, They wont budge to see your now.
     
  14. Oct 27, 2011 #74 of 124
    papamojo

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    Final Update!

    Well its over, Directv has won!

    Got call this morning automated notification that my installation was cancelled. Called our fav Fraud dept one final time.

    Wow what aggresive rude folks! Dan let her have it back this time with nothing to lose.

    Here is the most important part for all of you!

    DO NOT POST HERE WITH REAL NAMES AND CITY AND STATE!!!!!!!!!!

    They used my thread here against me! They are not stupid! Rude yes, Stupid no!

    Amy told me that they know I am friends with the old account holder based on there research. She did not quote anything from here. However this thread is the only way they could have known Dan is a friend and roommate. She said since Dan is trying to get service at home of a delinquent friend. (My ex is not Dans friend) They were not going to unlink him to allow install!


    Well that is there right and can not be disputed.

    So I have made the call to Comcast as I called Dishnet and they do not have 3d channels.

    Comcast will be out tomorrow to install new 500gig whole home system. Bundle is good price and $250 visa card free.

    Thank you all for your help. I hold no ill will to Directv as I can understand there protection of there investors. I think they could have been more receptive. However it really is my ex fault and my fault for ever being with her.

    Thanks all and I will continue to use this great site with its great people!

    Mike
     
  15. Oct 27, 2011 #75 of 124
    Davenlr

    Davenlr Geek til I die

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    If you are in the new Concast Xfinity TV market, you will get more HD channels than DirecTv has anyway. Just be aware they charge $ PER OUTLET for HD, where everyone else charges a one time HD fee for the whole house. They also charge an outrageous monthly fee for their DVR. Check into a Tivo Premier with Cablecard, or a used Tivo Series 3 HD unit instead of renting their box. After buying the Tivo, they only charge (in some markets) a small cablecard fee.

    Enjoy.
     
  16. Oct 27, 2011 #76 of 124
    Jeremy W

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    Comcast simply charges a higher monthly rental fee for their HD boxes, which is actually what most cable companies do. There is no separate HD fee, and unlike DirecTV there are no upfront "lease fees" either.
     
  17. Oct 27, 2011 #77 of 124
    Davenlr

    Davenlr Geek til I die

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    Depends on your market. In my market, there is a $8.95 HD fee for everything. If you rent their HD cablebox, its $8.95, if you need a cablecard for your owned Tivo, its $8.95, if you want their DVR, its $17.95 for the HD version. There is no way, even owning your own box here, you can escape the $8.95 per outlet. I had two Tivo's I own, and one leased cablebox, and Comcast was charging me $26.94 on top of the subscription, and that didnt include any Tivo subscription fees.

    With DirecTv, assuming you dont get free HD, it would be $7.00 DVR, $10 HD, $12 extra receivers/DVRs would be $29.

    For my setup, Free HD with D*, Directv is cheaper.
     
  18. Oct 27, 2011 #78 of 124
    Shades228

    Shades228 DaBears

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    Chances are you can thank facebook, email, or any other social outlet for them being able to link it. Companies make billions of dollars compiling databases that can link real data to people. Have your settings wrong on FB and people can link real names to you by doing legal searches. Do you get mass forwards of jokes and so forth? Well if a company gets one sent to them they can do the same thing.

    I did some work for an insurance company once and the person I was dealing with showed me their lookup system. It had more information about me than I liked this was before social networking and the internet being main stream. It had names, alias's, salary, family relationships, friends, known contacts.

    Have you ever read the terms and conditions of CC and loans? They can do the same thing as long as they tell you about it. When they want to share it between "only their companies". Well if they own one of these companies then you're out there.

    This isn't tin foil hat stuff it's just standard stuff that's been going on for as long as marketing has existed.

    DIRECTV, just like any other company in service industry, will have an account with such companies and then it's just a matter of some database queries.

    Good luck with Comcast.
     
  19. Oct 27, 2011 #79 of 124
    papamojo

    papamojo Mentor

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    This was my exact reason for not even considering Comcast. I had it back in 07 and luckily there was no contracts back then. I remember paying like 19.95 per DVR and I had 3 of them. OUCH! Plus they were old Motorola 7200 series 20 hour HD machines that were slow as molasess. I paid like 240.00 for my bundle and left within 30 days and went to Clearwire and a smaller cable company we have here called Wave broadband.


    But hey, WOW they have changed. While looking at my options of Dishnet or Comcast what wooed me was there new prices. Yes I am in Xfinity area and wow the HD list is much bigger then Directv. Plus has my 3D on both package and by OnDemand.

    Here is the prices in my area. Kind of hard to seperate as I did a bundle. I can say as the poster above that its not the awful 19,95 per box in Xfinity area with Whole home HD service. THe HD if free and in the package for one. Then the Whole home HD DVR 500gig new box is just $10.00 a month for full 2 year contract and then just 8.00 for each of my other 2 rooms. Very affordable compared to Direct or Dish.

    My package is for 2 years and does not have the after one year big increase of the satellite packages.

    Mine is,
    2 year contract

    Included,
    Whole home new HD DVR system
    2 other HD units for total of 3 rooms
    Unlimited Home phone service
    Middle package Home internet at 15 down 5 up.
    HD preferred Digital 170 channel plus package with on demand.

    Total per month for first year $142.95 per month
    Total per month for second year $ 152.95 per month. ( the $10.00 whole home DVR credit is only for fist year)

    That is excellent!

    Example here on Frontier Fios that would for simliar but not as good bundle cost would be $185.00 a month.

    My package with Directv was to be with no phone or internet approx $92.00a month for first year then much more second. My current FIOS phone and internet is $105 a month. So I am saving almost 50 bucks.

    Hope Comcast HD has gotten better. I remember lots of tile digital effect and slow HD locks in the past. They claim they new fiber they layed took care of this here. We will see. Its 30day money back trial.

    Heck ya!

    Thanks guys.
     
  20. Oct 27, 2011 #80 of 124
    papamojo

    papamojo Mentor

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    Thanks Shades, Good info. When I worked in the collection side of BofA back 20 years ago we did not have all these tools. Must make it much easier to collect and reduce bad debt.

    It is kind of scary at the same time. Dan talked to the CSR not myself. He is a construction foreman and not a savy business person. So he did not fully understand what she meant. But after looking at your post he agrees, she must have used some tools. Dan said she was extremelly cocky and said something to the effect that " Sir, I know everything I need to know about your relationship with the other party trying to get service and the party that defaulted. He is sure they monitored this post and still might be as we speak. Scary world. I have FB but have my settings so other can not. Even friends of freinds can not. I can see it being used against you if you open youself up.

    Great feedback!
     

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