Public Mediation

My Claim vs. Direct Tv Return charges for cancellation due to false advertising

N. M. vs. Directv
3705 Aspenwood Dr, Bedford, Texas, 76021, United States
Amount Involved: $156.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Directv
    • Claimant Seeks: View.
    • Claim #: 9930848
    • Amount Involved: 156.00
    • Filed On: Dec 11, 2015
    • Posted On: Dec 22, 2015
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Overcharge or billing error
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Statement of Claim
Complaints Involved (5) - View
Claimant says:
"Initiated call to Direct TV to obtain information. Was told there was a super deal, but I HAD TO SIGN UP THAT DAY. I was quotaed a price 38.41, told up to 4 rooms would be wired, and they would bundle with Verizon. (I have no issue with Verizon). I specifically asked if there was a contract, and was advised NO. She did say that afater a year there would be a price increase, but it would me minimal and if I contacted customer service to discuss it would be lowered for the next year, back to the original amount.

The installation was terrible, I believe I got the 2 new guys Mutt and Jeff. They only wired 2 rooms, I asked why not 4 room, he said he didn't know but it wasn't his issue - I had to call customer service. Hey installed a wire along the floor of my lani and drilled holes in my house, by the time I saw it it was too late. It was a certainly a code violation, as that area floods everytime it rains.

My compaint calls to customer were a comedy act - they told me they can't help me as they couldn't make changes to an account for 90 days, I noted that was horrible and I needed to speak to a supervisior as they did not deliver the installation of 4 rooms as promised. After several calls land several house over several days I received no resolution. I was told the supervisior would call me in 60 days, she did and said they would sent someout to wire the last 2 rooms, however it would cost me $150.00 each. Told her firmly no that I needed them to stand by their advertising and install the last 2 rooms with no charge. No resolution.

My mo fee was approx $38.41, and went down by $10.00 for a refer a friend. That credit was to last a year. I paaid their bill via ACH, there for every amount due was paid on time. The ACH went to my checking account NOT a credit card. They REQUIRED a credit # and I was assured it was only as a guarantaee that I paid my first months' payment.

The service was horrible, more than n ot I lost my picture - if there was storm, wind,or anything but a clear sunny day I lost service. It was unacceptable.

I sstuck it out a little over a year, and then one weekend my service went down, for three days. Placed several calls to Direct TV, none of them got an answer - the messaage was they could not handle the call due to heavy traffic and I should hang up and call back the next day. I played that game for three days and had enough.

I switched my service (also after year my fee when from 38.14 to 74.23. When I called to cancel service they advised me that there would be a charge of $156.00 - that was also unacceptable, I spent hours and hours on the phone with several staff at Direct TV. They would not budge. They then sent me a bill for over $90.00 said it was for services. To avoid further confrontation I paid that bill, shortly after the calls started, several a day and very early in the AM. I was gone for several months, but the person in my home said the calls were relentless. Then to my surprise I received a bill from the credit card company for the amount of the penalty $156.00 (I had advised them to not use that Credit Card, as it wasn't used to pay the monthly bills. I contacted the credit card company and advised them of the issue, they of course reversed the charge. Shortly after I received a called from a collection agency - told them my issues they were uninterested and advised me they were putting a collection on credit report. They did and I am horrified, my credit is perfect and they have now caused me issues, as I am planning to move and purchase another residence.

In conclusion I have never run into a company that does not deliver what was promised, and also has no customer service. I was told I made up the story as the staff is well trained and would never say the things I quoted to them. Of course they had no reponse to the fact that they advertised 4 rooms and would only do 2 for me, unless I paid an extra $150.00."
...
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What Claimant Wants Hide
1. Credit: $156.00 Dec 26, 2015 $156.00
2. Other – Copy claim to regulators Dec 26, 2015 $14.99
3. Other – Pay for claim posting cost Dec 26, 2015 $7.99
Cash total : $178.98
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I need more information

    "Thank you for contacting DIRECTV through PeopleClaim.

    I must explain that PeopleClaim is not connected to our Customer Service. This is a third party site that allows you to post your complaint online. We do monitor this web site as a courtesy as we do try to assist our customers as much as possible. However, I must explain that I do not have access to your account information through this avenue.

    Please call us at (800) 531-5000 to speak with us about this concern. General customer service is available daily from 8 AM to 1 AM ET while technical support is available 24/7 every day.

    Thank you,

    Cassie C (ID 401622)
    DIRECTV Customer Service

    "

This claim will remain posted until resolved.

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  • Comment: by J Petaluma (1519 points) — 40 Years In Business. Curious About Everything, Love Helping People Figure Things Out.
    • On: 01-10-2016
    View more
  • My personal experience with Directv is that the installer will say whatever he needs to say in order to get the equipment installed and get paid. When we complained about the problems we got nowhere--basically they said, you signed a contract, we don't know or care what anyone told you, too bad. When we complained elsewhere we got the same meaningless rote nonsense I see they replied with here. OBVIOUSLY we already called customer service, we all did! Our experience was so bad with Directv that we actually had a party when we cut them off. Every time I don't see that ridiculous recurring charge on my bill, I am happy all over again and I burn every solicitation letter they send me--just happy they blew a few more pennies because I'm NEVER coming back. Directv is why cord-cutters are happy people.
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