I moved from DC to MD over 2 years ago and had my DirecTV service switched to the new address. DirecTV had a tech come out and install the newer Genie receivers - a total of 4 in all. They took the old HD receivers, and I continued to enjoy the service as I have since 1995. I use their autopay feature as it is a very convenient way to pay and avoid any disruption in service. About a year ago - I logged in to order a paperview fight and happened to look at the current bill and saw it had charges for 4 more receivers than I have at my house. I had 5 at the old home, but they credit back the primary.
I started going back through the bills and see those charges were there every month. They were basically charging me for the 4 old receivers that they took when they installed the Genie receivers.
I called DirecTV to make them aware of the issue and to get it corrected. This was July 2015. THEY ARE STILL CHARGING ME!! This was after I made them aware of the problem and they said they would review all the bills from January 2014 to date to credit my account. Not only did they not do that, they continued to overcharge me and basically steal from me.
When I called them today (3/29/16) they basically tried to get me to simply let them deactivate the receivers and credit me for the most recent bill. They then wanted to credit me for 6 months, like the other 21 months they have been charging me didn't happen. Escalating it to the supervisor resulted in no help. They simply say "let me see what I can do", place you on hold, then come back with the basically the same thing.
I have been a customer for over 20 years and I now see that their customer service practices have no reciprocating loyalty. Their mindset is to get money through mistakes of their own and refuse to give it back - even when they are shown they are at fault. This is a travesty that I am not going to simply accept and walk away from. They should not be allowed to get away with activities like this (I am sure I am not the only one).
Product or Service Mentioned: Directv Account.
Reason of review: Equipment charges.
Monetary Loss: $654.
Preferred solution: Full refund.
Directv Cons: Refusal to own up and credit for mistakes they made.