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DirecTV is EVIL


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262 replies to this topic

#1 OFFLINE   DirecTVSucks

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Posted 20 January 2013 - 10:26 AM

To Whom It May Concern,
I am writing to let you know that I am canceling my DirecTV service. We first signed up for DirecTV when we lived in(omitted from Reddit post) . We were looking to save money on our cable TV package. It worked out wonderfully for us and we loved the service.
We actually put our account on hold when we moved from (omitted from Reddit post) as we loved the service and wanted to continue with what we thought was excellent service for a good monthly fee.
When we moved back to Austin and bought our house we quickly called DirecTV to resume our service in April of 2012 at (omitted from Reddit post). When we spoke with the representative they informed us that for the price point that we wanted to pay the best package for us was the ChoiceExtra package. At the time the cost was going to be around $55 a month with a HD DVR box and HD receiver with whole home viewing. After taxes our monthly total was to be $77.89 a month. We were getting this price by signing a 2 year agreement and having the auto-bill pay service feature enabled as well.
Alas our time with DirecTV this go around was a nightmare. The service was installed on time, our promised rebates we were guaranteed for being returning customers were submitted on time, and the service was wonderful for the first 3 months. Our bill was what it was supposed to be.
Month 4 started. When month 4 started our bill quickly skyrocketed to over $100 a month. When I called DirecTV to inquire about this, I was quickly informed that our “3 month promotion” was over and this was to be our regular rate. After numerous escalations during the course of this call, I was informed that our rebates were never properly processed in time so we would not be getting them. I pulled up my email account and was able to verify the date that they were sent in and the representative that I spoke with stated that yes they were finally able to find my rebates and would make sure that they were submitted and proceeded to credit our account for the overage to get our bill back down to $77.89 a month. We were apologized to for the oversight and informed that this issue was now resolved and that we should be receiving our rebates shortly. I spent 2 hours on the phone trying to get this issue resolved so I was happy...or so I thought.
Three days after this, I received an automated call from the DirecTV accounts escalation department stating that our rebates were not processed on time and we would not be receiving them. This is after I had verbal confirmation from a DirecTV supervisor that they saw that the rebates were submitted on time and that they would be contacting the rebate department to ensure we would be receiving them.
At this point I really did not care about the rebates as I really only wanted our monthly rate that we signed up for.
Month 5 we were charged our correct amount.
Month 6, our bill once again skyrocketed. Our charges were well over $100 again!!! I called DirecTV once again to inquire about the charges. I was again informed that our 3 month promotion was over and that this was to be our regular rate. Once again I escalated the call. Once speaking with a supervisor, they were able to see the previous calls and previous credits. They were not sure why they were not being applied and stated that they would correct the situation immediately and get our bill adjusted back to our normal monthly rate and as a side note, this representative informed me that they saw we had some rebates on our account that were never applied. They stated that they would address this issue for us and that we should be receiving them shortly. The total length of this call was 1.5 hours.
This time DirecTV waited about 4 days before using the automated system to contact me and state that my rebates were not processed on time and we would not be receiving them. Once again this is after 2 DirecTV supervisors stated to me that they saw the rebates on my account, saw that they were entered on time, and that I had not received them. I still did not really care about the rebates but if I get them, hooray for me. I just want my monthly rate of $77.89.
Month 7 - November, our bill was incorrect. Our issue was not resolved. Our charges were over $100 again. I am starting to see a trend here.....I contact DirectTV again and went through all escalations and once again I was promised that this issue was to be resolved. I was also informed in the course of this call that this was the last time DirectTV could issue any credits to the account as this would be the 3rd time they have done so. I informed the representative that this was ok, AS LONG AS MY MONTHLY BILL WAS TO BE $77.89 GOING FORWARD. I was once again promised that this issue would be fixed.
Month 8, December. Our bill was incorrect. Due to a death in the family I did not feel up to battling DirecTV but I knew if I did not call we would be stuck with high monthly bills for ever for a service at this point that we do not even really want any longer as it has never saved us the money we were promised.
I was informed by the representative this time that I had charges for adult movies on the account. I don’t rent pay per view, and I certainly do not pay for adult movies when the content is available online for free. I inquired as to when these charges took place, the charges were made to my account when no one was in the house. We were out of town for the aforementioned funeral and there was no way they could have been charged to the account as no one was in the house to charge them. The DirecTV representative stated that they could remove these charges as a one time courtesy for me and that this was the last time that my account would be credited. We should not have these charges any longer, our monthly bill should return to normal.
January 2013, our monthly bill this month is only $90, so it is slightly lower but still not what we were originally promised. So I called to cancel my account. I am done DirecTV, you win, you have worn me down to past the point of caring. I will no longer be using your service. I was informed that there was a cancelation fee of $280 on the account since I was terminating my service early.
This is an unjust fee. I do not feel that I should have to pay for this cancelation fee. The retention “specialist” that I spoke with stated that yes she can see all the issues that I have had with my account but that there is nothing she can do to waive the fee. I do not think that it is right for DirecTV to not honor their contracts that customers agreed to. It appears to me that DirecTV reserves the right to change the monthly fees at their whim and when customers call to address these issues, their representatives are trained to say or do whatever they can to keep the customer. All they care about is my money and how to take more of it. It does not matter to DirecTV that they have a once happy customer that returned to them for service when there are many alternatives available.
As a result of your horrible customer service throughout this whole ordeal, I am canceling my service. I am becoming a member of the vast cordcutting armada. I am standing up and saying no to service providers not giving a care in the world to their subscribers.
I might have to pay your unjust cancelation fee but I am also sending this email to consumerist.com and posting it to reddit.com. If you have not heard of either of those sites I suggest looking them up. They are quite large and MANY MANY people visit them on a daily basis. If by sharing my story with the public I can convince just 10 people to not sign up for your service, then the cancelation fee will have been well worth it.
Sincerely,
A very disgusted formerly happy DirecTV subscriber

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#2 OFFLINE   fluffybear

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Posted 20 January 2013 - 10:30 AM

I'm sorry to hear you had such bad time...

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#3 OFFLINE   marvod

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Posted 20 January 2013 - 10:33 AM

Waaaaa. Goodbye.
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#4 OFFLINE   yosoyellobo

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Posted 20 January 2013 - 10:37 AM

Rebates are evil.

#5 OFFLINE   Davenlr

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Posted 20 January 2013 - 10:42 AM

Wow. I've had my share of billing issues, but once corrected, I've never had them reappear. Sorry you had so much trouble. While probably to late now, emailing the Office of the President usually has a way of getting recurring issues like this corrected.

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#6 OFFLINE   DirecTVSucks

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Posted 20 January 2013 - 10:47 AM

this is a copy of the email that I sent their executive customer relations. I have not heard anything back from them, that is why I am posting a copy here and on Reddit.

#7 OFFLINE   Davenlr

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Posted 20 January 2013 - 10:56 AM

email:ellen.filpiak@directv.com

That the address you used?

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#8 OFFLINE   DirecTVSucks

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Posted 20 January 2013 - 11:05 AM

I used the following addresses that I got from Consumerist:

bruce.churchhill@directv.com, bbchurchhill@directv.com: EVP
john.murphy@directv.com, jfmurphy@directv.com: SVP, Controller, CAO
patrick.doyle@directv.com, ptdoyle@directv.com: SVP, CFO
HZBitew@directv.com: Heywot Bitew
eafilipiak@directv.com: Ellen Filipiak
Chase Carey, email chase.carey@directv.com.

#9 OFFLINE   TANK

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Posted 20 January 2013 - 11:07 AM

this is a copy of the email that I sent their executive customer relations. I have not heard anything back from them, that is why I am posting a copy here and on Reddit.


Shame you didn't come here before you cancelled,someone might have been able to help or given you Ellen Filipiak's e-mail address sooner.

.

#10 OFFLINE   jimmie57

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Posted 20 January 2013 - 11:14 AM

I could be wrong but I think the OP thought that the price promotion was for the length of the 2 year contract when in fact it was for the 3 months that he was correctly billed.

I do feel for them and a problem like this.

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#11 OFFLINE   west99999

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Posted 20 January 2013 - 11:19 AM

hmmm. I wonder why Chase didnt reply.

#12 OFFLINE   trh

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Posted 20 January 2013 - 11:21 AM

hmmm. I wonder why Chase didnt reply.

You mean because he left DirecTV over 3 years ago?

I wonder the validity of his other email addresses.

#13 OFFLINE   Brandon Wedgeworth

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Posted 20 January 2013 - 11:24 AM

Waaaaa. Goodbye.



Agreed. When you come here and register with a username like "DirecTVSucks", you pretty much lose all sympathy and credibility from my point of view.

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#14 OFFLINE   Davenlr

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Posted 20 January 2013 - 11:28 AM

I could be wrong but I think the OP thought that the price promotion was for the length of the 2 year contract when in fact it was for the 3 months that he was correctly billed.

I do feel for them and a problem like this.


Even if that was the case, he should have been offered one of the cheaper retention only SELECT packages to lower his bill down for the remainder of the contract, and rather than giving him a one time credit, it should have been explained to him that the offer was only for three months.

From reading his post, it would appear DirecTv is agreeing with him there is a problem, offering to correct it, and them it recurs the next month. Someone needs to pull up his contract, read it, explain what was offered, make sure all rebates were applied, list out the monthly charges from this point on, and allow the OP to make changes to the package to keep it in line with his budget.

It shouldnt take monthly 2 hour calls to remedy.

Tivo Premier XL4, Tivo Premier, Tivo HD whole home on Xfinity HD, DirecTv Whole Home with 39" high gain KaKu dish, Roku3,SageTv 8 TB Win8 Server -> DVDO Edge-> Denon AVR, Klipsch KB15's/Panasonic 55ST60 plasma"


#15 OFFLINE   west99999

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Posted 20 January 2013 - 11:38 AM

Sounds to me like they had free movies for 3 months then started getting billed for them. Just a guess they could have removed all of the premiums and got him/her to the monthly total promised. Who knows?

#16 OFFLINE   DirecTVSucks

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Posted 20 January 2013 - 11:41 AM

When I originally signed up for the service I was guaranteed the rate of $77.89 a month for 2 years. I specifically signed up for a specific package at this rate with the channels that I wanted. I also specifically declined all movie packages and premium channels as I did not want to have to remember to call and cancel them at the end of the trial. I do not want a lower priced package. I wanted the service that I was promised. DirecTV was never willing to honor this, that is why I cancelled my service with them.

#17 OFFLINE   Hoosier205

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Posted 20 January 2013 - 11:49 AM

When I originally signed up for the service I was guaranteed the rate of $77.89 a month for 2 years. I specifically signed up for a specific package at this rate with the channels that I wanted. I also specifically declined all movie packages and premium channels as I did not want to have to remember to call and cancel them at the end of the trial. I do not want a lower priced package. I wanted the service that I was promised. DirecTV was never willing to honor this, that is why I cancelled my service with them.


You were not guaranteed that rate for two years. Goodbye.
DTV = Digital Television

#18 OFFLINE   Davenlr

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Posted 20 January 2013 - 11:50 AM

If they told you the package was $55 for two years, then the HDDVR fee would be around $20, Whole home would be $3, and Extra receiver would be $6. That adds up to more than $77 right there.

Personally, I would pull out the contract I signed, read it, and if it indeed shows you have a locked in price of $77 and change after taxes, take it to arbitration and try to get your termination fee refunded, as they would have been the ones to break the contract by raising your rates mid-contract.

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#19 OFFLINE   rsonnens

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Posted 20 January 2013 - 11:56 AM

I am not sure if the op did not understand the initial contract, or if DirectTV was in error, or some combination of the two. However I will say that this letter was a poorly written letter if the op was expecting a constructive response. Also posting to other sites, and saying so in the letter, before a response could be sent doesn't make things better.

This is the kind of letter that I am sure made the op feel better by getting his anger out, which I believe is real. Writing the letter did serve a real purpose for the Op, but it should not have been sent, it should have been rewritten.

The letter was not clear and concise at the very beginning as to the nature of the issue, and what an acceptable response would be. Most of this letter should have been an addendum as it is important information but gets in the way of clearly getting to the point.

Finally, picking the user name he did in this forum IMHO is not appropriate. What if they did resolve the issue for you and gave you a sweet deal. I'd be interesting in knowing but I don't think I'd ever again read a post with this user name because it is prejudiced.

Sorry for your troubles.

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#20 OFFLINE   242424

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Posted 20 January 2013 - 12:06 PM

You were not guaranteed that rate for two years. Goodbye.


And you can't buy Sunday Ticket yet.....




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