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Does everyone have problems credits and refunds?

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56 replies to this topic

#41 OFFLINE   ThomasM

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Posted 07 September 2010 - 05:47 PM

I smiled and remembered this thread when I opened up my DirecTV statement today and spotted an ad in the upper right-hand corner offering a "$4.99 cash rebate" if you order a PPV movie before September 30th. The small print said "mail in rebate required". HA HA HA sure. ;)

Rebate = $4.99

Postage, hassle, phone calls when it doesn't arrive = NOT WORTH IT.

3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


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#42 OFFLINE   Rich

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Posted 08 September 2010 - 07:04 AM

I smiled and remembered this thread when I opened up my DirecTV statement today and spotted an ad in the upper right-hand corner offering a "$4.99 cash rebate" if you order a PPV movie before September 30th. The small print said "mail in rebate required". HA HA HA sure. ;)

Rebate = $4.99

Postage, hassle, phone calls when it doesn't arrive = NOT WORTH IT.


I know you're trying to cut costs. Do you have a landline phone?

Rich

#43 OFFLINE   ThomasM

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Posted 08 September 2010 - 05:51 PM

I know you're trying to cut costs. Do you have a landline phone?

Rich


No.

3LNB Phase III Dish * 2-R15-300 * R22-200 * D12-100 * DirecTV Subscriber since Y2K


#44 OFFLINE   The Merg

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Posted 08 September 2010 - 10:59 PM

New account activated recently. First bill I was charged $10 twice for HD service. I called and had it resolved on my second bill. No big deal.


Are you sure you were really charged twice? Since you normally are billed in advance for DirecTV service, when you sign up, your first bill is going to be from the time you sign up to your billing date and then for the next month. So, it might seem you are being double-billed, when in fact you are not.

On another note, I ordered a network card from them, but when it arrived, it only had 1 network connection and I need at least 2 to hook up my AVR and BD player. I called before installing it and asked to send it back. I was told it was non refundable. Again, I guess they have the right to be that way, but it's a poor example of customer service. Even though I was pretty sure I'd lose the argument, I disputed it with my credit card company. Well, I just got my new montly bill from D* and there was a $91 programming adjustment. When I called, I was told that it was applied because I disputed the credit card payment. I just got off the phone with my credit card company and they seemed pretty sure that that is not legal. They are supposed to dispute the credit card charge in good faith. They can't arbitrarily apply charges that are not part of my initial contract.


What network card did you order from DirecTV? If you ordered the Linksys WET610N, that is a wireless ethernet adapter which is only made to connect to one device? And why would you think of ordering networking equipment for you AVR and BD player from DirecTV?

As for the programming adjustment, what was the exact line item text for the adjustment? If they truely did adjust your bill for the exact amount of the wireless adapter because you disputed the charge, that is definitely not right on the part of DirecTV.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#45 OFFLINE   gitarzan

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Posted 09 September 2010 - 06:30 AM

My first statement included the following lines...

07/07 08/06 HD Access Monthly 10.00
07/07 08/06 HD Access Monthly 10.00

07/07 08/06 HD Access Free HD Access for Life -10.00 Credit

The second statement had this extra...

07/08 08/06 HD Access Partial Month Credit -10.00 Credit

This is also what happened with my fathers bill when he signed up a few weeks after I did.


I am still waiting on my $265 receiver refund that I was incorrectly charged on
July 13th.

I also notice on my new account still says I have an HR24-500 although I really have an HR24-100. This mod was made by DirecTV when I couldn't get DOD to work in order for me. I was told at the time that my -100 couldn't get DOD as it was too new. I won't be surprised if I have this probelm again in a few years when I go to return my current HR24.
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#46 OFFLINE   The Merg

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Posted 09 September 2010 - 07:01 AM

I assume 07/07 is when you started your service? Was there another line item on that bill for 08/07 to 09/06? How about on your second bill? What was the billing time frame for?

As for the HR24-500 vs. HR24-100, that's not really a big deal. You could have gotten one of the HR24-100 right when they were released so they might not have been in the system yet. As long as you have an HR24 listed, you should be fine.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#47 OFFLINE   gitarzan

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Posted 09 September 2010 - 07:09 AM

I assume 07/07 is when you started your service? Was there another line item on that bill for 08/07 to 09/06? How about on your second bill? What was the billing time frame for?

As for the HR24-500 vs. HR24-100, that's not really a big deal. You could have gotten one of the HR24-100 right when they were released so they might not have been in the system yet. As long as you have an HR24 listed, you should be fine.

- Merg


Yes, service started 07/07. First statement has all line items with a start and end of 07/07- 08/06. Second statement goes from 08/07-09/06. DirecTV acknowledged the error when I called at the time. As I said previosly, no big deal on this one.
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#48 OFFLINE   The Merg

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Posted 09 September 2010 - 07:34 AM

Well, glad that corrected that issue for you. Maybe there's something up with activating HD service with the new HD service for life credit that is not going through their system correctly.

- Merg

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#49 OFFLINE   gitarzan

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Posted 14 September 2010 - 05:30 AM

If anyone out there finds entertainment in my situation...this is the latest email from DirecTV.



Discussion Thread
---------------------------------------------------------------
Response ( - 09/13/2010 08:33 PM
Dear Mr.,

Thanks for writing us back and I understand this has been a frustrating experience for you. We respect your time and I appreciate that you've given me the opportunity to personally address your refund request concerns.

When I reviewed your DIRECTV account to process your request, I found the charges had already been credited and as of the moment, your account has a credit balance of $265.00.

However, I see that you have requested a Visa Credit Card refund dated 8/13/10 for $265.00. Refunds are processed automatically and you should receive a check within 6 to 8 weeks from the date of the last financial transaction on the account.

Thanks again for writing. We appreciate your patience and understanding.

Sincerely,


DIRECTV Customer Service

Customer - 09/13/2010 06:41 PM
This is completely ridiculous and unacceptable. You have my money
only because I agreed to credit card autopay. You had no right to take
my money for a non returned receiver On July 13.. The receiver was
returned on June 25th. You have acknoweledged this error. You have
had my $265 since July 13th. Now 8 weeks. Please refund my money
immediately with interest.
thank you,


______________________


Also, I do not see my credit balance when I logon and view my account. I don't really understand what date they mean when they say date of the last financial transaction on my account.
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#50 OFFLINE   gitarzan

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Posted 14 September 2010 - 10:51 PM

I wrote back again. Explained that the date of the last financial transaction in the last email had changed in this communication and wanted to know the starting date of the 6-8 week delay for my refund. This is the response...

----------

Thanks for taking the time to write us back.

I understand where you're coming from with regard to the refund on the remaining credit balance on your account. I'm sorry for the inconvenience this is causing you. To best assist you, I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.

Thanks again for writing. We appreciate your patience.

----------
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#51 OFFLINE   gitarzan

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Posted 16 September 2010 - 12:56 AM

DirecTV did not call, instead I got an email from the 'specialist' .....


------------------


Dear Mr. ,

Thank you for writing us. I understand your frustration with not receiving your refund. Upon reviewing your account, I can verify the credit balance of $-265.00.

Refunds are processed automatically and you should receive a check within 6 to 8 weeks from the date of the last financial transaction on the account.

Thanks again for writing. DIRECTV considers this matter resolved. If you should have any questions on any other issues, please let us know.

Sincerely,

removed name and id
DIRECTV Resolution Specialist


-----------------------


This didn't answer my question about what date is used for the last financial transaction either.
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#52 OFFLINE   jcookpb

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Posted 16 September 2010 - 06:40 PM

I always have problems with credits and refunds. Took three phone calls to D* to get credit for refer a friend. Last few years have recieved credit for ST. I see it once on next bill but then drops off and I have to call D* to ask, what's the deal? Very hard to figure out :(
HR20/100===>Hitachi Ultravision 50"===>HDMI

#53 OFFLINE   gitarzan

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Posted 03 October 2010 - 12:03 PM

I wrote Ellen's office about DirecTV charging me for a non returned receiver two weeks after it was returned and then taking 9 weeks to return the money to my credit card. I explained that that the refund was now tied up as a credit balance on my credit card and that I had asked that the refund not be made to my credit card but it was anyway. Now the money is tied up in a credit balance on my credit card that I don't use and don't want to use.

I got a nice letter back from Ellen's office but really no help in getting a check. I don't think this is an unreasonable request.

I filed a complaint about this practice with the LA BBB and will see what they say.
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#54 OFFLINE   gitarzan

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Posted 03 October 2010 - 12:19 PM

My father showed me his third invoice today. The NFL package had been added and he was charged $63.99. He didn't add it. I called DirecTV customer service for him. He is 78 and I ordered the DirecTV service for him through the web a few months ago but not the NFL package. The CSR could not say why it was added. Something about no notes shown to add it. She apologized and transfered my to the programming department to get the charge removed. I talked to programming and they couldn't say why it was added. Said something about an outbound call but no notes where it was accepted was made on August 4 but the service was not added until September 5th and again no notes. I am at my parents house every Sunday and didn't even know it was available. The programming department was very nice but did put me on hold for a very long time saying she was waiting on a supervisor to reverse the charge and then that it would take up to 72 hours.

I also asked about the incorrect double $10 HD charge he had on his first bill. It was supposed to be removed on the second bill. It looks like they tried to fix it but only credited $5.89 back. They went ahead and did another $10 credit instead of the remaining $4.11.

My father seemed to be okay with all of this. I think I am more upset than he is. He has a fixed income and any billing error is a big deal.

Edited by gitarzan, 03 October 2010 - 12:34 PM.

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#55 OFFLINE   Upstream

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Posted 05 October 2010 - 06:04 AM

I filed a complaint about this practice with the LA BBB and will see what they say.


Don't waste your time with the BBB. Contact your state's consumer affairs department or Attorney General.

#56 OFFLINE   dog6869

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Posted 06 October 2010 - 02:22 PM

Ever since i joined i had nothing but HUGE!!!!! Billing problems!!!!! I love the service but there customer service SUCKS and they love ripping me off!! I can not wait untill I can get rid of them Sorry to say that too ...

#57 OFFLINE   gitarzan

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Posted 13 October 2010 - 04:53 PM

Yesterday I received a call from the DirecTV office of the president, better business bureau and attorney general division in response to my complaint with the LA BBB.

They said their response to the BBB was that they had refunded my money to my credit card. I explained that I was still waiting on a refund from the credit card and that I thought sending me a check for $265 overnight was still a reasonable request. The said they could not do that.

I explained that if this was the only issue I had with DirecTV probably would not complain. I asked that they look at all of the notes in my account for missed referral credits and billing errors. They did this for a few minutes, made no apoligies and acknowledged at least one other issue.

I also explained that I had experienced severe issues with audio drop outs over the last year. They asked which channels.

I told him about my 77 yr old father and that he had NFL Sunday ticket without his consent. They wouldn't talk to me about that which I understand.

I explained that I had had a been a DirecTv customer for the better part since 1992.


Also, not part of the call...as I previously wrote that I called DirecTV on October 4th to have the NFL Sunday ticket charge removed from my fathers account. I was told by a CSR supervisor that it would be done within 72 hours. It wasn't. Only after another from me to Ellen's office was it promptly removed.

I am surprised by the number of people that read this thread. Hopefully it is read by Ellen's office.

I just watched the undercover boss with Mke White. He seems like a genuine leader. I guess I will back off on my complaints here and with DirecTV as I believe I have made my point now.
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