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DirecTV adding items to my bill without permission


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39 replies to this topic

#1 OFFLINE   bluemoon737

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Posted 25 November 2012 - 07:45 AM

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:
-Jeff-
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#2 OFFLINE   trh

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Posted 25 November 2012 - 07:51 AM

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

#3 OFFLINE   bluemoon737

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Posted 25 November 2012 - 07:56 AM

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


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.
-Jeff-
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#4 OFFLINE   SPACEMAKER

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Posted 25 November 2012 - 07:57 AM

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.

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#5 OFFLINE   bluemoon737

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Posted 25 November 2012 - 08:05 AM

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.
-Jeff-
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#6 OFFLINE   trh

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Posted 25 November 2012 - 08:30 AM

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 OFFLINE   jimmie57

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Posted 25 November 2012 - 08:44 AM

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.


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.

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#8 OFFLINE   SPACEMAKER

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Posted 25 November 2012 - 09:38 AM

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.

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#9 OFFLINE   Brubear

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Posted 25 November 2012 - 10:11 AM

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.

my comments and opinions are my own and do not suggest endorsement by my employer


#10 OFFLINE   Carl Spock

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Posted 25 November 2012 - 12:01 PM

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:
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#11 OFFLINE   Shades228

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Posted 25 November 2012 - 12:25 PM

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 OFFLINE   lesz

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Posted 25 November 2012 - 01:44 PM

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 OFFLINE   trh

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Posted 25 November 2012 - 02:22 PM

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 OFFLINE   lesz

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Posted 25 November 2012 - 02:28 PM

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.


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 OFFLINE   trh

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Posted 25 November 2012 - 02:46 PM

How much were you quoted for the service call when you set it up?

#16 OFFLINE   lesz

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Posted 25 November 2012 - 07:40 PM

How much were you quoted for the service call when you set it up?


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 OFFLINE   wingrider01

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Posted 26 November 2012 - 05:26 AM

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.


+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 OFFLINE   MysteryMan

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Posted 26 November 2012 - 05:53 AM

+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


It's amazing how many people foolishly sign without reading.
DIRECTV customer since 1995.

#19 OFFLINE   retired flyer

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Posted 26 November 2012 - 06:46 AM

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 OFFLINE   raott

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Posted 26 November 2012 - 07:26 AM

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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#21 OFFLINE   lesz

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Posted 26 November 2012 - 11:13 AM

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.

#22 OFFLINE   wingrider01

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Posted 26 November 2012 - 11:44 AM

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.


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

#23 OFFLINE   lesz

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Posted 26 November 2012 - 12:08 PM

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


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.

#24 OFFLINE   ThomasM

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Posted 26 November 2012 - 07:05 PM

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.

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#25 OFFLINE   wingrider01

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Posted 27 November 2012 - 06:12 AM

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.


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.




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