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2.0

DATE: May 13, 2019

TO: DirecTV LLC

FROM: An Unhappy Former Customer, Nutley, N.J.

BCC: Better Business Bureau

Dear Sir or Madam;

After several phone calls to your customer service agents beginning in January of 2019 and including one this evening to the Credence Resource Management Company, I am again disputing a bill which I have received of $119.95. I was once a proponent and loyal customer of DirecTV since 2003. I am now facing calling a credit agency because this situation is still not resolved.

DirecTV considers this an โ€˜early termination fee.โ€™ I unfortunately understand this actually turned out to be either an overreach or even a sort of bait and switch tactic.

The phone operators at both DirecTV and Credence have identified the dispute as an โ€˜early termination fee.โ€™ I was a DirecTV for 16 years. I had a delay issue with our receivers in 2018 and was told that DirecTV would replace them. We got the new boxes and the service was again back to standard.

I have always enjoyed NFL Sunday Ticket and BeIn Sports as part of my sports programming. In August of 2018, BeIn Sports was removed from the programing lineup. This is a huge problem as I am a collegiate soccer coach and spend a lot of time observing soccer, most notably, the Spanish La Liga. I called and asked about this channel being off-air. I was told these things sometimes happen, but not to worry that the issues would be resolved โ€˜soon.โ€™ This is important as BeIn has the La Liga contract to broadcast matches in the United States. A week or two later, I called again when the channel completely disappeared from the programming list. Again, it was inferred that the channel would be back on DirecTV soon. That never happened. I had to find ways to get the programming from another source or be at a disadvantage professionally and not be able to watch my favorite teams play.

The channel never reappears and once the prepaid NFL Sunday Ticket subscription is completed in January 2019 โ€“ there is no viable reason on our part to be paying for a service that does not provide the channels and programming I need or desire.

Once I inform DirecTV that we are cancelling our service, I am told that I โ€˜entered into an agreementโ€™ when we received new transmission boxes that said we would be keeping the service โ€˜for two years.โ€™ I have nothing in writing or no paperwork describing this โ€˜agreement.โ€™ I paid my service bill in full and have constantly disputed the โ€˜early termination fee.โ€™ I have never had a problem with my bill in any regards over the previous 16 years.

I have asked several agents of the terms of this โ€˜agreementโ€™ or even proof that someone on my end had entered into such and have gotten no confirmation. Yet, DirecTV says they are โ€˜owedโ€™ $119.95.

Calls have gone from โ€˜Iโ€™ll help you take care of this,โ€™ to โ€˜this is what you entered into,โ€™ to โ€˜you can speak to a managerโ€™ with the collection agency.

*Made up 'agreement' upon termination

*Changed programming/service

*Lied about future programming/service

*Cannot help identify or find such agreement

*Instead of helping rectify the situation or come to an agreement on what happened, they send the bill to a collection agency

I would appreciate a response to this note in order to resolve this issue. I have gone from a proponent of ATT & DirecTV to feeling used and gouged as a 16-year send off. This is the story I tell people โ€“ the next step will determine the ending of that story. After reading much of the problems other customers have faced, I am not hopeful this will turn out better than their cases.

Thank you for your attention to this matter.

Reason of review: Poor customer service.

Monetary Loss: $120.

Preferred solution: Full refund.

DIRECTV Pros: Very little at this point.

DIRECTV Cons: All the lies.

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