Repeated Erroneous Billings

bustert said:

I have had several months of overcharges by these people that are really trying my patience. I have to spend my time on the phone with them to get these charges straightened out. No way I would ever trust them with Automatic Bill Pay, or whatever they call having access to my credit card.

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What are you continuously being billed for by 'these people'

And what should you be being billed for?

double billing for HD access, billing for 'HBO' and also 'HBO and Stars' , 'Direect dvr service' when I have a 'lifetime' status, and a Program Package I don't subscribe to in addition to the one that I do.

I didn't use the word continuously did I? These are spread over several billings.

bustert said:

double billing for HD access, billing for 'HBO' and also 'HBO and Stars' , 'Direect dvr service' when I have a 'lifetime' status, and a Program Package I don't subscribe to in addition to the one that I do.

I didn't use the word continuously did I? These are spread over several billings.

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It sounds like you have an old ass package thats causing the issue

CJTE said:

It sounds like you have an old ass package thats causing the issue

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Exactly how does that matter? The customer has the old package, and has not been ordered by Direct TV to change said package. Therefore they need to honor the "old ass package".

If you're hitting a roadblock with the normal CSR structure guess it's time to e-mail the executive offices, provide clear details on the problem and what has/hasn't been done and see if they can help. The address is [email protected], she's a VP there, you won't hear from her but from someone in the office of the president. hopefully they'll be able to get the computer to wake up and fly right.

Thanks for the contact info. I'll keep it on hand and also, wait till the next bill.

Mistakes happen, but DTV has a way of ignoring the fact that they can make them, and forcing the consumer to prove that they shouldn't be billed for 2 packages at the same time. Often the 2 hour call to fix the problem creates a new problem to call and fix. You also will get put on the bad customer list for calling them to often and not be eligible for future promotions. Expecting to pay what you agreed to pay is not being unreasonable. DTV's billing is more complex then the rust proofing the siding guy sold me for my aluminum siding.

CJTE said:

It sounds like you have an old ass package thats causing the issue

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no, it is a jello brained CSR

HawkEye19 said:

Exactly how does that matter? The customer has the old package, and has not been ordered by Direct TV to change said package. Therefore they need to honor the "old ass package".

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Actually, to get any of the new stuff, you DO have to change out the "old ass package".

DirecTV's system has a limitation. There are cerain offers that cant be applied to old packages. Period.

So, if this customer keeps calling and insisting the old package be re-instated, and then asking for whatever deal they want, they're going to run into an issue.

curt8403 said:

no, it is a jello brained CSR

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Maybe, but consider...

A customer has the old 'Starz Plus' package. That package hasnt existed in what... 8 years? Atleast.
Anyway... So then that customer calls in and wants to get 3 months free of showtime. But the system wont let you apply it because it doesnt find a base package (lol). The customer has had Starz plus for 8 years and is only paying $10/month, and you have to break the news that in order to get HD, or Showtime, or anything else for that matter, they have to upgrade to atleast the family package at 29.99, plus add the new Stars for 12.99, plus Whatever they want, be it showtime/HD/whatever.

Be careful. When they “fix” the errors, they may actually be giving you “concession credits”. Instead of this really fixing the problem, if you have enough of these credits, your account gets flagged as a “habitual complainer” and you will then have much less leverage in the future to get problems resolved.

rudeney said:

Be careful. When they "fix" the errors, they may actually be giving you "concession credits". Instead of this really fixing the problem, if you have enough of these credits, your account gets flagged as a "habitual complainer" and you will then have much less leverage in the future to get problems resolved.

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Right. That is why when they make a mistake on your account, you shouldn't ask them to correct the error. The proper response is "Thank you, sir. May I have another.