Direct TV
Complaint 346787 Details

  • Date Occurred: 01/21/2016
  • Reported Damages: $480.00
  • Location: El Paso, Texas

The complaint is against an online dating profile

The complaint is a listing fraud posted on public forums or sites against an anonymous entity

The complaint is mobile text spam or smishing related against an anonymous entity

The company or person contact no longer exists

International boundaries

Account #

Recently I had been having issues with the caliber of service from my local cable company. I had heard a lot of positive remarks about Direct T.V.. A Verizon representative was at my home installing the internet and told me that he knew of a Direct T.V. representative. I scheduled an appointment. During the visit the representative explained the entire package and its associated cost. I accepted the offer and scheduled an installation date.

Three weeks into the program with Direct T.V., I decided not to continue with the program because for one the movies on HBO, Showtime, and others that come with the package for free for the first 90 days are as old as Turner Classic Movies. Second, every movie we watch "buffers," at least 5 times per movie. That is no way to watch a movie.

I called the next day to cancel the subscription and was told by the first Direct T.V. representative that to cancel I would have to pay a disconnect fee of $480.00. I asked why and she, told me that to terminate my contract I would need to pay the entire disconnect fee. I told her I wasn't aware of any contract. The female rep placed me on hold while she checked my account. After ten minutes or so she came back and told me that the only way out of my contract was only through paying the disconnect fee of $480.00. I again told her that I wasn't aware of any contract, and she explained that every Direct T.V. service came with a two year contract. Again I told her I wasn't aware of a two year contract at the time of signing the contract. She reiterated that I should have read the contract, and I said that after having spoken to the representative at my home I trusted everything he had told me and never though twice that I wasn't being told the entire truth. I didn't read the contract before signing it, but then again I didn't feel I needed to because I took the reps sales pitch hook, line and sinker. The rep told me that all of Direct T.V.'s service consist of a two year contract and I told her that this is my first time ever to have purchased a Direct T.V. service so it the service came with a two year contract I would never know.

At this point I knew I wasn't making progress and the representative voice was adamant and set on charging me the disconnect fee. I asked to speak to a supervisor and the rep placed me on hold for what appeared to be an eternity. Then the line simply gets cut off.

I called back and went through the entire Direct T.V. voicemail program before I could reach another Representative. I explained the entire story again to this representative and was already upset at the progress this issue had taken. This representatives name was Zack. Zack told me the same as the previous representative so I asked to speak with a member of management. Zack placed me on hold for another 10 minutes.

10 minutes later an Asian lady by the name of Natalie answered and again I explained the entire situation to her. After conversing for what seemed an eternity Natalie told me she was going to place me on hold, again, while she looked into my account, and also told me that she would be able to correct the issue and make it right. I was on hold for at least 15 minutes when the line was cut off again.

My frustration was through the roof at this point. After going through the entire Direct T.V. voicemail recordings I finally found another representative to speak with by the name of Natasha. I told Natasha that I had been talking to Natalie and Natalie was about to assist me in correcting my issue when the line got cut off. I told Natasha that I would like to speak with Natalie to finish up on what we had spoken about. Natasha told me that their was no way I would ever be able to speak with Natalie again since she wouldn't know what call center Natalie was located at. I then asked to speak with a member of management. Natasha hesitantly connected me with a member of management.

A few minutes later after getting placed on hold again I was connected with Asia. After explaining the entire issue to Asia, Asia told me that she would help me out. Asia stated that she was going to open an investigation and the investigation would require that Direct T.V. contact the representative that came to my house and get his side of the story. I told her that is apparent the representative is going to say what he has to - to defend himself. Asia told me that they always run into representatives that do the right thing and customers have there subscription cancelled. Asia also told me that she would contact me on Tuesday of the following week to follow up with me and to let me know the status.

The following day, yesterday February 10, 2016 the representative Jesse Flores called me at home from this number (xxx) xxx-xxxx, and ask me about the issue. Mr. Flores stated that he received an email from Direct T.V. headquarters and they were wanting to know about our sales interview conversation at my home and he needed an answer for them. I explained to Mr. Flores that in no time did he let me know that I was signing into a two year contract with Direct T.V. I told him I wasn't satisfied with the quality of the service and I was wanting to discontinue my service with Direct T.V. Mr. Flores offered a lesser package, or something different that would accommodate me. I told Mr. Flores that I was no longer interested in Direct T.V. especially now that I was lied too and placed on hold for unrelenting periods of time on the phone. I told him the service was really bad and I didn't want to continue with Direct T.V. Mr. Flores told me that if he responds to the company by telling them that he never mentioned that I was getting into a two year contract with Direct T.V. that he would definitely lose his $500.+/- commission from my sale. I told him that Asia the supervisor told me that if representatives stated the truth when asked under these circumstances it would be no issue to either party and they would cancel the disconnect. According to Mr. Flores, he told me that there in fact would be an issue and he would lose his $500.00 commission with Direct T.V. So Mr. Flores excused himself over the phone and told me he could not respond to Direct T.V.s email by writing to them and telling them that he did not mention the two year contract. Instead Mr. Flores told me he did not want to lose his $500.00 commission.

So again I am completely on my own and making no headway. Direct T.V. is adamant on charging the $480.00 disconnect fee. I also found out during my conversation with the supervisor Asia, that the previous representatives had all written down notes about our conversation. Asia had told me that I purposely hung up on Natalie and refused to work out the issue with her. I told Asia that wasn't true and that Natalie had written down lies about our conversation. I in fact agreed to be placed on hold as Natalie went on to investigate the issue to see how she could help resolve my issue. The phone got disconnected with her and with other representatives earlier. That isn't my fault. Besides, if I asked Asia, if Natalie was really wanting to help me out she had my cell phone number. Why didn't she call me back? She simply concluded that I hung up the line and stated on the system that I wasn't interested in her help. I have no control over what representatives write into the system, but I can tell you these representatives are not all truthful. They have the power to instill lies into the system that others will read and already have developed an idea of what the customer is complaining about without really wanting to help resolve the issue.

Today, February 14, 2016, the issue still isn't resolved and I haven't heard from Direct T.V.

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Business Profile Summary

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Company Statistics

  • Complaint Against Direct TV
  • Complaints Filed: 193
  • Reported Damages: $140,097.06
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