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D* Billing Issues (SuperFan)

Discussion in 'DIRECTV General Discussion' started by Proc, Aug 22, 2007.

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  1. Proc

    Proc Godfather

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    Jan 19, 2006
    I don't get it.

    I had an issue with something a month or so ago. During the conversation, the CSR told me I'd get the NFL SuperFan for free as compensation for all the trouble I had been having.

    With that said, I open up my online bill today and there it is, a $33 charge this month for SuperFan.

    This is not the first time this type of thing has happened. What kind of system do they have at D* for billing? Now I will spend who knows how much time on the phone to straighten this out.

    Anybody else get charged for SuperFan (despite some of you being told it was free) or being charged for any else after being told you wouldn't?
     
  2. mtnagel

    mtnagel Hall Of Fame

    2,019
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    Sep 18, 2006
    I'm the opposite. I got it for free without asking. I just felt like rubbing that in :)
     
  3. RegGeek

    RegGeek Legend

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    Mar 14, 2007
    I had a similar problem. After being told in April it was on my account and would be free, it was in fact never added. I know some have had success with email but my experience was the exact opposite. It was like they were not really even reading what I was writing. I explained I had received the email for the Draft promo, called in April to get it, but that it was apparently never added. I even attached the email from them to show I had infact received that offer. Two email exchanges later I gave up and called. Their email would say dumb things like, "that offer expired in April." To which I responded, "Yes, I know. That's why I called in APRIL."

    What really peeved me though was that when I called in, the CSR said there was something in the notes about my call back in April and that after "talking with a supervisor" he would give me free SF because I am such a valued customer. I thanked him but said I was bothered by the fact that he was acting as though he was doing me a favor by giving me what they clearly offered to give me previously. URGH. Oh well. I have it now, so I'm happy. Just wish it wasn't so hard to get them to actually do the things they say they will do.
     
  4. JeffBowser

    JeffBowser blah blah blah

    2,549
    18
    Dec 21, 2006
    I've always had better luck with e-mail, not to mention, it creates a paper trail. However, I have had to deal with the idiot responses, to which I reply, "please read and comprehend my original e-mail before you reply again", and that always nets me a second tier response that is usually intelligent.
     
  5. shadyridr

    shadyridr Legend

    133
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    Jan 25, 2007
    Im on hold with them now. I also signed up for the deal in April and a $33 charge showed up on my bill this month. I told them I signed up for the deal in April with free Superfan and I was incorrectly charged, he said he would look at my account, and now he has me on hold while he removes the Superfan charge from my account. Wasnt as complicated as I thought it would be.
     
  6. shadyridr

    shadyridr Legend

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    Jan 25, 2007
    OK he said he removed it from my bill and I will not be charged for this service. Oh boy I hope he doesnt mean he removed Superfan completely. That should be a fun phone call if he did.
     
  7. cbearnm

    cbearnm Legend

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    Sep 6, 2006
    I posted about this a couple of weeks ago (in the programming forum). When I called in, that remedy that was offered was, "OK, we'll take SuperFan off for you". I almost didn't catch it. The first CSR transferred me to a Sunday Ticket 'specialist' who was able to straighten it out, after about 10 minutes.
     
  8. Dolly

    Dolly Hall Of Fame

    2,179
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    Jan 30, 2007
    Same here :righton: Some of the first responses that I have gotten didn't match what I had written at all :( And dummy me here missed that deal :crying: I obviously wasn't checking this Forum close enough or I would have know about it :( :(
     
  9. Proc

    Proc Godfather

    307
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    Jan 19, 2006
    Update...

    I called in.

    26 minutes, 57 seconds later....

    CSR Kim (very nice) who I was transferred to from a rather foreign sounding man, credited my account (I still need to check on this...lol). She wanted me to upgrade to a 5-LNB dish and it took some convincing on my part to let her know that the AT9 (Sidecar) dish I put is last year is good to go when the HD channels come online next month (their records said I had the Phase III dish).

    Under 30 minutes w/the CSR's...is this good or bad? I bet its a bit under average since I've had D* from 2003 to now.
     
  10. mikhu

    mikhu Beer Aficionado

    1,682
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    Oct 10, 2006
    Same thing happened here. I was told last month by a CSR that I would get SF for free. Got the bill Monday and there was a 1 of 3 $33 charge on it. Called and got an instant connection to a first tier CSR who was very nice and agreed that I was supposed to get it for free according to the notes on my account but she didn't have the authority to help me. So she passed me on to a "specialist" who could help. That hold time took about 10-15 minutes or so but the second tier CSR agreed as well and gave me a $99 credit because she couldn't prevent the future two charges from posting either. However it works for them I'm fine with it. As long as I net out at $0 for SF I'm fine with it. I did check and the credit is indeed on my account.

    I sure do wish they would pull the HD portion out of SF and just give it to us if we are already paying the HD service fee. They would get far fewer people complaining about paying because they would actually have just the people that want the SF features and they wouldn't have to deal with people like me who just want the HD portion and don't feel it's right to pay more for it.
     
  11. DawgLink

    DawgLink Woof Woof Woof

    1,543
    3
    Nov 5, 2006
    Washington, DC
    My problem with emailing is that I feel they sometimes intentionally give me the run around even when I get as specific as possible.

    I emailed them about a problem I was having with my DirecTV Account on their web-site....the answer they gave me was about changing my pw and such....something I didnt even ask about
     
  12. paulman182

    paulman182 Hall Of Fame

    4,847
    8
    Aug 4, 2006
    Evidently they have software that automatically looks for keywords and issues pre-written emails.

    A second email usually gets better results.
     
  13. shadyridr

    shadyridr Legend

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    Jan 25, 2007
    OK I think Im good to go. I checked my recent activity online and the charge was removed:

    Now it looks like it says they cancelled my SF but I checked my programming and its still there and when going to change programming its still checked.
     
  14. feets

    feets AllStar

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    0
    Jan 27, 2007
    middle of a...
    had same problem called D* 1st csr wouldn't do anything ... i then said i was going to cancell ST if i didn't get SF for free like i was told........was sent to another csr who said i have been a loyal customer since 96 and removed the SF charges...:hurah:
     
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