Public Mediation

My Claim vs. Direct T.V. Dispute

D. R. vs. Directv
2230 E Imperial Hwy, El Segundo, California, 90245-3504, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"On 8/6/13 I ordered a DVR with direct T.V. with a 2 year verbal contract with employee Africa, and confirmed with supervisor Mary I was to pay $97.77 without increase in payment for 2 years which I did agree to. Each month they increased my payments I called and they created my account back to the agreed amount to $97.77 they now refuse to decrease the amount which means they have broke the contract. I stopped service and changed to Dish network. Direct T.V. is now charging me $226.16 because I broke the contract. They also want me to pay an advance payment of $110.61 for use of the equipment for next month. Can you please help me!"
...
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Additional Communication Between Claimant and Directv Hide
  • Jun 25, 2014, () added:

  • Thank you for contacting us on PeopleClaim. I do need to mention that this avenue is not directly connected to our Customer Service, so I do not have access to your account information. I can provide you information regarding the terms of our services, however.

    The DIRECTV Programming Agreement is for the activation of leased equipment only. It does not guarantee that prices or services will not change. This is also outline is section one of the DIRECTV Customer Agreement to try to avoid any misunderstandings regarding this situation. This is included on the confirmation letter for the order as well as on the first billing statement we send when the account is activated. You may review this information online at www.directv.com/agreement.

    Agents do not have the option to change the base rate of our services and we can only apply promotional offers that are eligible to be activated on an account.

    Thank you,

    Rebecca
    DIRECTV Customer Service

  • Jun 27, 2014, Claiming party added:

  • A person is only as good as his or her word. When someone gives you his word, you expect that to be reliable that is, after all the pledge of faithfulness. If you allow your employees to give a verbal promise to a client it is the responsibility of the institution to follow up on that pledge. Each employee should be trained to reiterate only the policies of the institution he/she works for. I was told on 8/6/13 my bill would non increase past $97.77 by Africa and verified by supervisor Mary. My bill has gone up every month since, therefore Direct T.V. broke the contract not I.

  • Jun 27, 2014, Claiming party added:

  • do you have real people or just robots sending out form letters?

  • Jun 27, 2014, Claiming party added:

  • all I receive is a form letter which is on the back of my bill, I am aware of this form letter but it is not my complaint with the company and I cannot receive any kind of response from a real person at Direct T.V.

  • Jul 02, 2014, () added:

  • Diane, thank you for writing back to us on PeopleClaim. No representative has the option to manually change the rate of our services. As I mentioned before, the Programming Agreement is connected to the equipment only. It does not guarantee the rate of our services for any amount of time. We include this in the terms of our services as well. I apologize for any misunderstanding regarding how our promotional offers work, but the past information you received was correct. We will not be able to waive the agreement on an account for equipment as the terms of our promotional offers are outline in the conformation letter as well as the first statement from us.

    Thank you,

    Rebecca
    DIRECTV Customer Service

  • Jul 09, 2014, () added:

  • I am sorry that there was a misunderstanding. As I previously explained, we do not have the option to manually adjust the rate of your service. All we can do is apply promotional offers that your account is eligible for. If you do not have any other offers available, we cannot make any adjustments to your account. If a lower package may fit your budgetary needs better, call us at (800) 531-5000 and we can speak with you about your options. The agreement is for the discounted equipment we provided which requires to keep your services at least at the $29.99 rate (our FAMILY Package) for 24 months.This does not guarantee a set monthly discounted rate or anything of that nature.

    Thank you,

    Rebecca
    DIRECTV Customer Service

  • Aug 23, 2014, Claiming party added:

  • i have tried to reason with someone in the past but no one would attempt to help me as long as you broke your side of the contract I do not feel responsible for any payment

  • Oct 15, 2014, () added:

  • The DIRECTV Programming Agreement for the leased equipment does not guarantee prices or services will not change. Concerns with the monthly cost does not void the agreement for the discounted equipment provided.

What Claimant Wants Hide
Just make me happy!
Claimant invites DirecTV to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from DirecTV. This claim will remain posted until resolved
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