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Guest Message by DevFuse

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DirecTV adding items to my bill without permission


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39 replies to this topic

#26 OFFLINE   raott

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Posted 27 November 2012 - 06:59 AM

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.


Which is irrelevant as he has stated, twice now, he did not sign anything related to the protection plan.
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#27 OFFLINE   lesz

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Posted 27 November 2012 - 08:00 AM

Which is irrelevant as he has stated, twice now, he did not sign anything related to the protection plan.


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.

#28 OFFLINE   JeffBowser

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Posted 27 November 2012 - 09:45 AM

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.
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#29 OFFLINE   Sackett

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Posted 27 November 2012 - 10:25 AM

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....

#30 OFFLINE   lesz

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Posted 27 November 2012 - 10:42 AM

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....


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.

#31 OFFLINE   Athenian

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Posted 27 November 2012 - 11:37 AM

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....

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

#32 OFFLINE   raott

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Posted 27 November 2012 - 02:50 PM

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


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.c..._plan_terms.pdf
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#33 OFFLINE   Athenian

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Posted 27 November 2012 - 02:55 PM

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.c..._plan_terms.pdf


I'm sorry, isn't that what I said? 2 months @5.99 + $10 Termination = $21.98

#34 OFFLINE   raott

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Posted 27 November 2012 - 03:10 PM

I'm sorry, isn't that what I said? 2 months @5.99 + $10 Termination = $21.98


Whoops. That is the trouble with ADD, only read 1/2 the sentence. :grin:
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#35 OFFLINE   lesz

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Posted 27 November 2012 - 03:10 PM

I'm sorry, isn't that what I said? 2 months @5.99 + $10 Termination = $21.98


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.

#36 OFFLINE   ThomasM

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Posted 27 November 2012 - 03:29 PM

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.


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".

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#37 OFFLINE   Brubear

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Posted 28 November 2012 - 10:42 AM

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.


Technically that is correct, however in all my years here I've never seen them actually do so.

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


#38 OFFLINE   Jodean

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Posted 01 December 2012 - 10:20 PM

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.


that makes sense, those techs get bonuses for each protection plan they "sell" (or i mean add to the account) lol
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#39 OFFLINE   i3rown

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Posted 01 December 2012 - 11:24 PM

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:


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 ..

#40 OFFLINE   usnret

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Posted 02 December 2012 - 09:03 AM

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