DirecTV unethical billing practices
Complaint
JK in NY
Country: United States
This is a complaint about Direct TV and their unethical business practices. Several weeks ago I received a phone call with an offer to upgrade, at no charge for a limited time, for additional channels. I refused the upgrade as I wasn’t interested in more channels and I did not want to have the burden of cancelling once they started charging for the upgrade. I was very clear about this.
I just noticed a $47.00 charge on my bill for an unauthorized upgrade. I accidentally overpaid my bill and called when I realized the added charge. An unprofessional representative named Kelly ID #100587862 was belligerent and told me she would not credit my method of payment, American Express for the $47.00. It would post as a credit to my Direct TV account in a month or so.
I told Kelly that I would be contacting American Express regarding the overpayment as a result of their unauthorized charge. She advised that if I did that, I would lose my $47.00 credit.
Also, when I signed up for Direct TV, I was told I would receive certain channels for $29.99 for one year. I was not advised that I would be billed $54.99 and then credited $25.00 for the package I chose. All I knew was that I was getting specific channels for $29.99 per month. She was confrontational with me as she explained their convoluted billing practices. She repeatedly asked me what programs I wanted to cancel. I kept saying I just wanted to pay $29.99 a month I signed up for.
When I complained she offered to downgrade me to a $29.99 per month package with fewer channels than I signed up for.
When I asked to speak with a supervisor she demanded to know why, because she would have to tell them the reason. I told her I was displeased with the way she was handling the situation and the fact that I was billed for service I specifically said I did not want, did not know I had and did not use. She told me it would be 15-20 minutes for a supervisor to come on the line.
Clearly, the wait to speak with a supervisor is indicative of all the complaints they must be receiving about their unethical business practices and nasty customer service people.
How many people are they ripping off with these tactics? Sign me up for the class action lawsuit that should ensue. There should be a law that companies are not allowed to bill more than an amount contracted for without verifiable consent from the consumer.
I just noticed a $47.00 charge on my bill for an unauthorized upgrade. I accidentally overpaid my bill and called when I realized the added charge. An unprofessional representative named Kelly ID #100587862 was belligerent and told me she would not credit my method of payment, American Express for the $47.00. It would post as a credit to my Direct TV account in a month or so.
I told Kelly that I would be contacting American Express regarding the overpayment as a result of their unauthorized charge. She advised that if I did that, I would lose my $47.00 credit.
Also, when I signed up for Direct TV, I was told I would receive certain channels for $29.99 for one year. I was not advised that I would be billed $54.99 and then credited $25.00 for the package I chose. All I knew was that I was getting specific channels for $29.99 per month. She was confrontational with me as she explained their convoluted billing practices. She repeatedly asked me what programs I wanted to cancel. I kept saying I just wanted to pay $29.99 a month I signed up for.
When I complained she offered to downgrade me to a $29.99 per month package with fewer channels than I signed up for.
When I asked to speak with a supervisor she demanded to know why, because she would have to tell them the reason. I told her I was displeased with the way she was handling the situation and the fact that I was billed for service I specifically said I did not want, did not know I had and did not use. She told me it would be 15-20 minutes for a supervisor to come on the line.
Clearly, the wait to speak with a supervisor is indicative of all the complaints they must be receiving about their unethical business practices and nasty customer service people.
How many people are they ripping off with these tactics? Sign me up for the class action lawsuit that should ensue. There should be a law that companies are not allowed to bill more than an amount contracted for without verifiable consent from the consumer.
Comments
I have documented all my calls and conversations with eight agents trying to resolve this. Twice I contacted DirecTV and was told very sympathetically by two different agents that the charge would be removed. In both instances the charges were not removed.I am now receiving threats that the past due bill will be turned over to a collection agency or that national credit bureaus will be contacted.
These are unethical and predatory billing practices and should be investigated by the FCC or other regulatory agency.