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After closing and canceling our DirecTV service in July, we were sent a box by FedEx Ground which contained a prepaid USPS return label. Our DirecTV equipment was carefully packed and dropped off in July at our local post office and returned using DirecTV's USPS return label.

On August 6, 2011, our account was charged $401.74 by DirecTV. Upon calling DirecTV, they claimed that our equipment was never returned and they refused to refund our account or try to locate the returned equipment. Since the USPS return label was created on DirecTV's account, we are unable to file a claim with USPS. DirecTV refused to file a claim with USPS.

After researching online, we found that this is very common with customers who close their accounts with DirecTV. There are numerous complaints to be found online about this scam by searching for the phrase "DirecTV Equipment Return Scam". Since the burden of proof is upon the customer to prove that the equipment was returned, customers are essentially helpless against these charges.

DirecTV's business practices are unethical and should be considered mail fraud since the United States Postal Service is used to scam customers. We will not stop until this is resolved.

Monetary Loss: $401.

Location: Los Angeles, California

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Guest

I found that the return label they supplied was purposefully flawed

Guest

I am getting ready to send my Directv equipment back. Any helpful idea's?

Taquana Xtu

This scam in happening to me at this very moment. I returned my equipment on August 16, 2019 two days before I had surgery.

Now here It is now June 2020, Direct tv claim they have not received my equipment.

I need a lawyer to take my case. I am looking for one now.

Guest

Same happened to me!! Pissed as well.

Joncarlo Ksh
reply icon Replying to comment of Guest-1806946

I am currently going thru the same thing. ALL equipment was returned. What do I do?

Guest

There are multiple addresses in the Customer Agreement for Direct TV services, when reading the information people will locate the arbitration address for contact, in section 8.2, plus they can find the 3rd party which supplies technical things for these devices in section 6 (h.) of the contract. While neither of these contacts may be return addresses they may assist individuals to gain return addresses.

BUT in addition to that there are the local stores of AT&T which also handle the Direct TV contracts, these stores may be helpful in providing return address information. Here are the links mentioned: - https://www.att.com/legal/terms.dtv_residentialCustomerAgreement.html - https://www.att.com/stores/ In addition as you read through the agreements some of the legal issues could pertain to other things with the contracts and policies. For example, within section 9 of the contract, within part "(b) Applicable Law. The interpretation and enforcement of this Agreement and any disputes related to your agreements or service with DIRECTV shall be governed by the rules and regulations of the Federal Communications Commission [FCC], [https://www.fcc.gov/media/radio/public-and-broadcasting ] other applicable federal laws, and the laws of the state and local area where Service is provided to you.

This Agreement is subject to modification if required by such laws. Notwithstanding the foregoing, Section 8 shall be governed by the Federal Arbitration Act. There may be some pre-established legal resources to deal with the issue of receivers not being able to be returned accurately, such as FALSE ADVERTISING and more. In addition to the FCC the FTC (Federal Trade Commission) has other regulations and policies that also pertain to service contracts and more.

I do not like arbitration, it's a way to be mean to the little man, but the government agencies already in place can possibly provide service assistance if the BBB hasn't been able to. Issues like the lack of equipment acceptance and fees continuing to be charged with transfer receipt already completed & done by customers are likely issues the FTC will take interest in (https://www.ftc.gov/about-ftc ). For instance under Bing.com the FTC info includes a link to https://www.ftccomplaintassistant.gov/#crnt&panel1-8 page, with the SATELLITE and CABLE TV tab. That tab which includes a tab called OTHER, under that tab is another link to Satellite Providers with the questions to be filled in pertaining to the issues, including the Other box which allows comment and more to be added.

Because the return service failures of Direct TV which are part of the contracts, which are part of the services, which impact customer costs and uses means they have failed to provide the service as contracted. If they said, "Returns aren't accepted until contracts are complete OR updated", it would have been something else, but that is not the case. So this is a promised service failure which happens because they do not accept returns, they do not give refunds, they keep stealing money after returns were done as they instruct, and because the contact information and return address information isn't accessible for returns. The summary for the page above lists this information.

Internet Services: Online auctions, internet service providers, web design services, children’s online privacy, video/internet gaming and virtual reality, social networking, online payment services, or other general website issues Online Shopping: Merchandise ordered over the internet, issues related to the order, shipping or refund services provided by the company, or threats to post or ... more information can be gathered from the FTC- https://www.ftc.gov/contact.

Information about using the FTC= https://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc. In addition the BBB (Better Business Bureau) may be able to help, but for consumers the FTC (Federal Trade Commission) with it's trade laws and regulations may have more control and assistance for consumers, especially if people are being raped by auto-pay processes to Direct TV after they have followed the Direct TV instructions for returning equipment.

Guest

There are so many issues here and I know that they will not be resolved very quickly, I'm sorry to read about this because my family is just starting to deal with the return issues and fees and hassles of Direct TV. I've even told my husband he should block payments to that company on his credit card.

They have not supplied us a return address OR shipping label. AND we have already paid over $200 for equipment fee because we were left ignorant about the return time and policy they had. On the Direct TV Corporate Office contact page there were hundreds of complaints. One person said that the BBB (Better Business Bureau) had over 41,000 complaints about Direct TV.

Anyone can use the BBB, and this is a useful option. BUT patience as well as continued action to resolve situations may be needed, especially when Direct TV is stealing money from hardworking people like my family. BBBs accept complaints that meet the following criteria: https://www.bbb.org/consumer-complaints/file-a-complaint/get-started •The complaint includes the complainant’s name, a postal address, and an email address •The complaint includes the business’s name and provides sufficient information to determine the business’s location •The complaint seeks assistance from BBB •The complaint is from a person (or a person’s authorized representative) or entity (business-to-business) that had a marketplace "relationship" •The complaint relates to a marketplace issue.

Typically, the issue complained of must have arisen within the previous 12 months (Note: warranties/guarantees or other extenuating circumstances may supersede this criteria.) •The complaint must allege a deficiency in the company's marketplace performance with regard to the services or products that the business provided or allegedly agreed to provide •The complaint is not in litigation when filed with BBB and has not been resolved by a previous court action, arbitration, or settlement between the parties •The complaint contains no abusive language. The information on this website with the details from every single person suffering these hassles is still only a drop in the bucket of dealing with an issue like Direct TV's policies and actions.

Guest

I'm so sorry you had those troubles. For other Direct TV returners, please note that there is a limit to the return times and this is reduced by the amount of time it takes to get the shipping boxes.

Plus the pre-labeled shipping boxes have return addresses and labels for use with USPS. That’s great, for free shipping, but unless you go to the Post-Office and add shipment return tracking you can have a lot of issues just putting the package in the mail like pissed consumer mentioned above.

So if individuals take the time to •Copy the label shipping information; •Add the company tracking info elsewhere on the package(s), even under a peal off shipping label, •Then pay the return shipping fees, •SO THAT tracking with the shipping from the customer returning the Direct TV things can be done. •For customers using USPS, with the sign for it tracking, it’s often cheaper to do expedited shipping, then add the tracking at a smaller cost than to just have the package tracked.

Marisha Zlh

$414.00 here same exact story!!!

Guest

Agreed. Undergoing same process Fraud given the pattern, beyond simple incompetence.

Calandra Csz

No solution to the problem.

Guest

I returned an HR44 receiver, received acknowledgement of the receiver return and still DTV is trying to charge me for a non returned receiver. I only had one receiver and it was returned. I have an email acknowledgement from DTV that they received the receiver.

Guest

Same thing happened to me. I sent my equipment in in two different boxes on two different days and both were lost

Guest

I am going through this same thing.

Guest

going through same rabbit hole now in Feb. 2019

Guest
reply icon Replying to comment of Guest-1641660

Same here, they just put 491.00 collection on my credit report. We returned the equipment in 2015!

Sounds like a class action is needed. So Pissed!!

Guest
reply icon Replying to comment of Guest-1683081

Yes. Class action!

Guest

There is a different answer for this process with each customer service rep that you speak to. I was told to remove the cards and place them in an envelope and put everything in a box and take to Fed Ex or UPS.

I called back to double check about the cord and cards after different instructions online . During the second call I was told the cords need to be included and the equipment can be returned to FedEx, UPS to the Post Office ( great news since there isn't a Fed Ex or UPS in town). A few days later when I had everything together, my husband disagreed about the cords, recalling some of the cords belonged to us and were not provided by Direct TV. I called back again and was told the cords do not need to be included but when I mentioned that I was taking it to the post office, I was told that is not an option, FedEx or UPS.

The next day I received an email telling me boxes were being sent to our home for the return of the equipment. Before I had a chance to call about the confusion, three days later I received another email stating the items had not been returned yet and how much our credit would be charged. I called again, was told to ignore the email and take the items to FedEx or UPS.

I did so the next day. Today, (two days later) a box was delivered to our house with instructions to return the equipment....

Guest
reply icon Replying to comment of Guest-1632771

DirecTv is now owned by ATT Which would explain the bad practice and runarounds. MHO is a class action should be put together and all of their ex-customers should get a huge cash settlement.

Perhaps the by squeezing their pockets, they’ll take notice. This company needs to be fined for their bad practices!

Guest

If they are depreciating the equipment according to IRS schedules, it would be depreciated over 3 years and equipment regarded as worthless.

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