Not resolved
Advertised vs Delivered
Billing Practices
Coverage Area
Customer service
Discounts and Special Offers
Diversity of Products or Services
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Style and Design
Value for money
1 comment

Called Direct TV with a billing issue and the rep explained the bill to my satisfaction. He then said "While I have you, would you like HBO free?" I asked what the catch was and he said "After the 30 day trial just cancel and pay nothing." I opted in. The new bill came in two weeks later with a charge for HBO partial month of $13.79.

I called customer service and was told "The free month begins next month and this is a partial month fee." I told her if it cost a dime I didn't want it. She continued insisting it must be paid. Finally after 50 minutes on the phone I asked for a supervisor. It took another 10 minutes to get the charge reversed.

I decided a week later to disconnect the service all together. Again I was told there was an early termination fee of $100. I asked for a copy of the contract I signed that stated the policy, its start and end date. This could not be produced. Nothing in the customer service agreement stated anything about early termination fees. I told the rep I'd be happy to pay what I agreed to if she would produce the proof I agreed to it. She couldn't. This will not be the end of this.

Product or Service Mentioned: Directv Hbo Tv Channel Free Trial.

Reason of review: unclear practices and disclosure.

Monetary Loss: $100.

Preferred solution: Let the company propose a solution.

Directv Pros: Quality of reception and equipment.

Directv Cons: Customer service and billing practices.

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In those instances, I suggest you escalate to speak with a supervisor. Unless you have agreed - which is normally done by listening to a recorded message that consents to a cancellation fee, they cannot enforce this penalty against you.