[jdwilson76]

We had canceled NFLST back in the spring, but DTV began billing us in installments again in the fall. We called up and asked again that it be taken off our account, and nothing happened. Finally, two days before the start of the season, we had to call up a third time and repeat our cancellation order.

My father had the same thing happen to him with NFLST and also the NHL package.

Anyone else finding it difficult to get DTV to follow through with cancellation orders?

 

[btalbott]

What I would do is ask to talk to a supervisor when you get your initial CSR call. Most times you are reaching level 1 support.

 

[boba]

We had canceled NFLST back in the spring, but DTV began billing us in installments again in the fall. We called up and asked again that it be taken off our account, and nothing happened. Finally, two days before the start of the season, we had to call up a third time and repeat our cancellation order.

My father had the same thing happen to him with NFLST and also the NHL package.

Anyone else finding it difficult to get DTV to follow through with cancellation orders?

How much money on their expensive sport packages do they make if you cancel? That is why it is your responsibility to be sure it is cancelled.

 

[AnonomissX]

Don't just call up and say "cancell"....let the rep take all the steps necessary to make sure it is off of the account. When I was there, I would have people think they were done, so I was done, and would hang up...not knowing this would cause the system to auto pop the next person to me... and I would not be able to recover the data to fix it.

Stay on the line and let the rep confirm they have it taken care of.

 

[jdwilson76]

I can't speak for my father, but we certainly stayed on the line as the CSR did their work and received a confirmation number. In fact, we referenced that confirmation number when we called back in the fall. The second time we were told we had to speak someone else -- either a higher-up or a different department. The third time we immediately asked for a supervisor.

If these were just isolated cases of sloppy CSRs, that's one thing. But when it happened to both of us, we began to wonder if something were amiss. I've never encountered a service provider that requires this amount of follow-up and checking up on. If we weren't proactively checking our statements to make sure the changes were committed, this would still be on our accounts.

Of course, if DTV actually allowed its customers to remove these packages from their accounts over the web, it wouldn't be a problem. But that's another story entirely...

 

[RCKYMTN]

I had the same problem. I canceled over the phone, and then sure enough, it was back on my account. Then, the following season, it showed up again.

Once the season starts, and if you have not canceled, they said it was too late.

I think it is their way of trying to get customers to sign up again without the customer knowing it, and automatically rolling it over each year and forcing you to cancel it.

Like the previous post mentioned - if would make things much easier if you could just cancel via the web site just as easy as you can sign up for something.

 

[naijai]

You can cancel it this season but your account is automatically going to autorenew it you have to request that you dont want it to autorenew

 

[JLucPicard]

You can cancel it this season but your account is automatically going to autorenew it you have to request that you dont want it to autorenew

The same thing I was thinking. When you order these packages, they are also set up to auto-renew each season. It would be nice if the CSR script included a section where they ask if you wish to cancel the "auto-renewal" when you call to cancel the package. "Tactics" by D* or poor work on the scripting - you can debate that.

If I were to call and cancel a package, I would be specifically asking that the auto-renewal be cancelled as well - plus given the track record I would ask also that a specific note be placed in my account asking that the auto-renew be cancelled. Then if they do renew it there should be no arguement that it shouldn't have been.

 

[Bobman]

Just cancel thru the website. I hate talking to the DirecTV CSR's as one tells you something different than the next.

 

[jdwilson76]

That's the thing: you can't cancel these sports packages through the website. You can only add.