Billing
Complaint
Phil
Country: United States
Ms. Jill LaVigne
Vice President of Direct TV, Office of the President,
PO BOX 6550, Greenwood Village, CO 80155"
Dear Ms LaVigne,
I live in Indianapolis Indiana and have a lake home 1 ½ hour’s south in Nineveh, Indiana.
On Friday December 14th 2007 Direct TV installed a dish at my lake home on Saturday December 22nd I returned only to find it not working.
I called the tech department they tried to send a signal to the box but didn’t work they scheduled an appointment for a tech to come out on December 28th two weeks after the in
itial install. (Should have recognized this as a sign of things to come.)
I took off work drove the 1 ½ hours down there, no one showed up. I called and was told sorry, we scheduled it on the wrong day we will have to reschedule.
I told them I was going to Florida Dec 31, 2007 and would not be back until some time in March 2008. They told me no problem! When you get back just call and we will schedule someone to come right out and take care of the problem and also assured me no charges would be assessed until it was in working properly.
I returned from Florida on Thursday March 20th 2008 only to find a bill past due in the amount of $163.30.
I called Friday morning March 21st 2008, the first two hrs on the phone was transfer, hold, disconnect, callback, transfer, hold, disconnect call back, transfer hold, disconnect, callback and so on.
I called again in the afternoon another 1 ½ hours on the phone, transferred from one to the other, four disconnects only to start the story over and over and over and over and over again.
Finally a lady told me she would get this straightened out and credit all the charges, but I would have to pay $79 for a service call since my instillation was out of warranty.
I said absolutely not, she said ok then do you want to cancel and I said yes!
Let me out of this nightmare.
I was put on hold and once again disconnected. Called back on hold for more than 45 minutes transferred from one department to another finally talked to Employee #412811 in the disconnect department.
Relayed for the ( have lost track now of how many times I have told the same story), she asked if I would hold and see if she could straighten this mess out. After another 30 minutes, (now 4 hours later) she waived all the previous charges and was not going to charge the $79 fee and she called the local installer and scheduled an appointment for the next morning at 8:00 am.
I thanked her for all she did and asked to speak to her supervisor to tell him what a good job she did. He told me she was a good employee and he appreciated my taking the time to tell him what she had done.
8:00 am sharp the tech was there and within 30 minutes had it up and running.
End of story? Not by a long shot.
That Saturday afternoon I received a call from a Debt collector representing Direct TV wanting me to pay the $163 dollars.
I informed him he should contact Direct TV that it had all been straightened out, he said if I didn’t pay they were prepared to take this to the next step.
(I assume that was jail or worse)
I told him I was done and he wouldn’t get off the phone finally, I hung up on him. Later that evening I get another call from the collection company this time a woman with the same story and more threats.
Sunday 6:00 pm in the middle of prayer on Easter Sunday at the dinner table with my family and another call from Direct TVs debt collector.
What kind of a person or a company that would allow a debt collector to call someone on the most holy of days is beyond comprehension.
Now I am beyond mad, I call Direct Monday March 24th 8:00 am when I returned to Indianapolis only to enter my number and be told I still owed the $163 dollars.
After (7 ½) hours on the phone, (I have requested the cell phone records to prove it)
15 different people shifted from one to another on hold for more than 6 of the (7 ½) finally a supervisor told me apologetically she would cancel my service, but It would cost me $363.00 to cancel.
But If I would stay as a customer she would waive the now $83.24 down from $163.30 of which $20 dollars was past due( all previously waived) and we could start over.
This predatory practice is beyond belief. WE HAVE CREATED A PROBLEM FOR YOU, AND WE WANT YOU TO PAY US TO GO AWAY.
I am 61 years old and have been in business for more than 40 years, never have I heard of a company that practiced such predatory tactics on the public with no regard to trying to solve a problem they have created. Just pay us to go away.
Well as you can imagine I have turned this matter over to the Attorney General of Indiana, The Better Business Bureau, the FCC along with the web address of complaints on the internet about Direct TV and my Attorney with Instructions to pull my personal credit report and if this is on my credit report to file suit immediately.
I have also sent a copy of this letter to Time Warner and a copy to Letter to the Editor of the Indianapolis Star.
I hope it gets published to warn unsuspecting people about getting into this trap.
I would be totally ashamed as CEO if my company was spread all over the internet with such flagrant disregard for there customers.
It looks like you would try to build good will after the $5.4 million dollar blunder you suffered and page after page of complaints on the internet about your company’s business practices. Shameful!
I have cancelled my Direct TV as of March 24th and will return your boxes. The lady told me she will bill me for the $363.00 and if there was a credit card of file they would debit it immediately.
( I think its called insult to injury ) but sure made me feel good.
Now they are not asking, they are going to take my money.
I feel for all the trouble you have caused me, at the very least you should return my initial deposit with an apology. We will see which avenue you choose.
I have wasted a full day today and many hours dealing with this matter. It is absolutely ridiculous that someone would have to take precious time and go to such lengths when common sence should prevail. Again Shameful!
Every business has problems from time to time.
It’s how you handle them that defines you as a company and sets you a part from your competition.
Sincerely,
___________________________
Phillip Garrison
Vice President of Direct TV, Office of the President,
PO BOX 6550, Greenwood Village, CO 80155"
Dear Ms LaVigne,
I live in Indianapolis Indiana and have a lake home 1 ½ hour’s south in Nineveh, Indiana.
On Friday December 14th 2007 Direct TV installed a dish at my lake home on Saturday December 22nd I returned only to find it not working.
I called the tech department they tried to send a signal to the box but didn’t work they scheduled an appointment for a tech to come out on December 28th two weeks after the in
itial install. (Should have recognized this as a sign of things to come.)
I took off work drove the 1 ½ hours down there, no one showed up. I called and was told sorry, we scheduled it on the wrong day we will have to reschedule.
I told them I was going to Florida Dec 31, 2007 and would not be back until some time in March 2008. They told me no problem! When you get back just call and we will schedule someone to come right out and take care of the problem and also assured me no charges would be assessed until it was in working properly.
I returned from Florida on Thursday March 20th 2008 only to find a bill past due in the amount of $163.30.
I called Friday morning March 21st 2008, the first two hrs on the phone was transfer, hold, disconnect, callback, transfer, hold, disconnect call back, transfer hold, disconnect, callback and so on.
I called again in the afternoon another 1 ½ hours on the phone, transferred from one to the other, four disconnects only to start the story over and over and over and over and over again.
Finally a lady told me she would get this straightened out and credit all the charges, but I would have to pay $79 for a service call since my instillation was out of warranty.
I said absolutely not, she said ok then do you want to cancel and I said yes!
Let me out of this nightmare.
I was put on hold and once again disconnected. Called back on hold for more than 45 minutes transferred from one department to another finally talked to Employee #412811 in the disconnect department.
Relayed for the ( have lost track now of how many times I have told the same story), she asked if I would hold and see if she could straighten this mess out. After another 30 minutes, (now 4 hours later) she waived all the previous charges and was not going to charge the $79 fee and she called the local installer and scheduled an appointment for the next morning at 8:00 am.
I thanked her for all she did and asked to speak to her supervisor to tell him what a good job she did. He told me she was a good employee and he appreciated my taking the time to tell him what she had done.
8:00 am sharp the tech was there and within 30 minutes had it up and running.
End of story? Not by a long shot.
That Saturday afternoon I received a call from a Debt collector representing Direct TV wanting me to pay the $163 dollars.
I informed him he should contact Direct TV that it had all been straightened out, he said if I didn’t pay they were prepared to take this to the next step.
(I assume that was jail or worse)
I told him I was done and he wouldn’t get off the phone finally, I hung up on him. Later that evening I get another call from the collection company this time a woman with the same story and more threats.
Sunday 6:00 pm in the middle of prayer on Easter Sunday at the dinner table with my family and another call from Direct TVs debt collector.
What kind of a person or a company that would allow a debt collector to call someone on the most holy of days is beyond comprehension.
Now I am beyond mad, I call Direct Monday March 24th 8:00 am when I returned to Indianapolis only to enter my number and be told I still owed the $163 dollars.
After (7 ½) hours on the phone, (I have requested the cell phone records to prove it)
15 different people shifted from one to another on hold for more than 6 of the (7 ½) finally a supervisor told me apologetically she would cancel my service, but It would cost me $363.00 to cancel.
But If I would stay as a customer she would waive the now $83.24 down from $163.30 of which $20 dollars was past due( all previously waived) and we could start over.
This predatory practice is beyond belief. WE HAVE CREATED A PROBLEM FOR YOU, AND WE WANT YOU TO PAY US TO GO AWAY.
I am 61 years old and have been in business for more than 40 years, never have I heard of a company that practiced such predatory tactics on the public with no regard to trying to solve a problem they have created. Just pay us to go away.
Well as you can imagine I have turned this matter over to the Attorney General of Indiana, The Better Business Bureau, the FCC along with the web address of complaints on the internet about Direct TV and my Attorney with Instructions to pull my personal credit report and if this is on my credit report to file suit immediately.
I have also sent a copy of this letter to Time Warner and a copy to Letter to the Editor of the Indianapolis Star.
I hope it gets published to warn unsuspecting people about getting into this trap.
I would be totally ashamed as CEO if my company was spread all over the internet with such flagrant disregard for there customers.
It looks like you would try to build good will after the $5.4 million dollar blunder you suffered and page after page of complaints on the internet about your company’s business practices. Shameful!
I have cancelled my Direct TV as of March 24th and will return your boxes. The lady told me she will bill me for the $363.00 and if there was a credit card of file they would debit it immediately.
( I think its called insult to injury ) but sure made me feel good.
Now they are not asking, they are going to take my money.
I feel for all the trouble you have caused me, at the very least you should return my initial deposit with an apology. We will see which avenue you choose.
I have wasted a full day today and many hours dealing with this matter. It is absolutely ridiculous that someone would have to take precious time and go to such lengths when common sence should prevail. Again Shameful!
Every business has problems from time to time.
It’s how you handle them that defines you as a company and sets you a part from your competition.
Sincerely,
___________________________
Phillip Garrison
Comments
I told him that it was cheaper to go back to comcast... he said it would cost $420.00 to buy out the contract.
All I want is another receiver . I am willing to pay for it.. $69.00
Why does Direct TV want to rip off an elderly person... She is a customer wanting to upgrade... Read comments prior to mine - please.. HELLO
file a complaint against them and agree to sue if necessary. this was done to me and it stopped it fast. Once the fraud division of the cc company notifies these people they understand that the game is over. Mine was corrected in less then 24hours once the fraud cc department took it over.
Never ever never give your number for anything to these people they do not tell you that they keep it on file. they used mine after the card members were changed for over 7 years but they did not get away with it.
Good Luck.
direct tv billed 37.19 8-13-10...service for 8-15-10 to 9-13-10
direct tv finally disconnected service 8-21-10
I sent all equipment back (in direct tv provided shipping box)9-25-10
1st installer, Travis arrives afternoon of 8-13-10. I asked him if he wanted to see where my computer was? He was surprised and asked why? I told him so he could install my internet access he said he was there to install the tv service. I asked him about the digital phone, he looked at me and said he had no idea what I was talking about. I proceeded to explain to him I bought a "bundle package", as advertised in the mailer I received. He said "oh yeah but I don't do that, someone else will be out to do that." No one showed up that day so I tried to get in touch with the original installer, cell phone #423-765-3342,he left his number and asked me to call him first if something about the install was not right/working so he could come out and fix it so he could stay in "good graces" with his boss. We both laughed and I told him I understand. I could not reach him at that number but I remembered he said they were staying in the Comfort Suites motel in Sumter S.C. I went there twice before I caught any of the direct tv crew there. Both times I left messages at the desk complete with name number and reason for needing to speak to them. On 8-18-10 another installer, Randall, came out looked at the install and said it was a crappy install. He said he would be back in the next day or two to put it in right. I asked him about my internet and phone he told me the same thing. I never saw him again either or anyone else from direct tv. After waiting two days for Randall to show back-up I called direct tv. When I got them on the phone I explained everything and what the two installers, representatives of direct tv, had told me. Then I was informed, direct tv did not have any partner companies in my area and the bundle package I bought was not available. I told him I had paid my deposit (21.95) for a "bundle package" because that was what I was shopping for. When I asked how was I quoted a bundle price in an area where it's not even available, his reply was sometimes our direct salespeople get a little "Rambunctious". I then told him to take it out because direct had sold me a bill of goods they could not deliver. I explained I wanted a total package so I would have one bill for all three services. I was told I had signed a contract with direct tv and if I wanted out I could do so if I agreed to pay a $455.72 early disconnect charge. I protested the total "bundle package" install I agreed to and was sold by direct tv was never installed. He told me that was direct tv's policy and I would have to my problem elsewhere. I asked so there is no way to reach an agreement with this problem? He said "NO" but we do thank you for being a direct tv customer and letting me do my job, have I answered all of your questions? KLIK
DIRECT TV IS THE BIGGEST PIECE OF $**1 company on the planet and this is just a sample of the "word of mouth"/internet advertising I have in store for them. Oh by the way, I think I forgot to say I am 100% disabled and spend a GREAT deal of my time at my computer. Now tell that to your sales department and let them watch tens of thousands of the direct advertising budget go up in smoke.
Bob Johnson..dr_smoothpace@yahoo.com..you can e-mail me for one of my phone numbers if you need any help in a class action against this predatory bunch of thieves.
I’m done with direct tv and will not recommend direct tv to anyone.
Also so was assured by her at the end of this year our bill would only be 73.00 will I have already be told when I called in that was not right , would be 109.00 this seems that your reps are doing this to a lot more people than just me after reading your complaints , which you must not read. I have her Id number and name but was told they couldnt look into her file . So Iam figuring that these people must not have a file and can tell anyone at the time what they would like to hear, will it seems to me the ceo that was on the undercover boss must not no the emails that are reporting the same .
just dont have the time to deal with this type of nasty customer service ! THEY SHOULD ALL BE ASSHAMED!
They're doing the same thing to me and many others apparantly. File a complaint with the FCC and the state attorney general's office. I did. They went into my PayPal account and tried to deduct $650 without even an invoice. They're just mad because they'll soon be defunct. Their service is redundant as we can watch tv thru the internet for free.
Take care.
Laurie