Response from DirecTV to the remaining issue

    At this point it seems they have me. I don’t know if i have anything but to say here is $162.95.  However, I do plan to push DTV for more answers as to what they believe adds a new commitment your service.  I will push to make public that which at this point and time is not very clear. I will consider $162.95 a lesson in life for me, and if I can help others not go thru the same lesson I did then it will be worth it.

    If and when my deal with Verizon ends (I.E. – They raise my rates), I may or may not look at DTV again, or maybe I will just call Dish and see what kind of deals they have. 

    Its not about spending money, because I work very hard and I do try and play just as hard as I work, its about being smart with your money against those who wish to take it that is at the root of the battle. 

 

From: CustAdvocFollowUp@directv.com [mailto:CustAdvocFollowUp@directv.com]
Sent: Tuesday, March 03, 2009 12:19 PM
Subject: RE: Unhappy former customer [Reference #: ]

Subject

—————————————————————

RE: Unhappy former customer

Discussion Thread

—————————————————————

Response (DIRECTV) – 03/03/2009 09:19 AM

This email is a recap of our conversation from March 3, 2009 in regard to DIRECTV account #.

In your email you disputed the Early Cancellation Fee of $100.00 applied to your account. You stated you understood the receiver activated on December 29, 2007 was for replacement of a receiver experiencing technical issues and not for an upgrade. Our records do not show any technical problems were reported and the receiver was added to the Mover’s Connection at no cost, as an upgrade. We consider the $100.00 Early Cancellation Fee to be valid and due.

You also disputed the charges of $56.95 as you understood you paid the balance in full as of December 25, 2008. We advised you the payment of $121.49 made on December 25, 2008 paid for services through January 9, 2009. The next billing statement was generated on January 11, 2009 with a balance owing of $130.82 for services from January 10, 2009 to February 9, 2009. The DIRECTV account was disconnected as of January 22, 2009 and a partial month credit was issued for services not used from January 22, 2009 to the end of the billing cycle February 9, 2009. You are responsible for the charges of service from January 10, 2009 to January 21, 2009.

Sincerely,

Customer (Entered by DIRECTV) – 03/03/2009 09:11 AM

RESPONSE: To the last Email received

   Here is my response to “The DirecTV customer Advocate Team” concerning the 66% of the issue that I dispute that has yet to be resolved.  Let’s see what kind of reaction this takes.

Sent: Monday, March 02, 2009 10:27 PM
To: ‘CustAdvocFollowUp@directv.com’
Subject: RE: Unhappy former customer [Reference #: ]

Let me start by saying thank you for your acknowledgment of at least 1 error on the part of DirecTV.

However, with all due respect, I’m still disputing the remain part of this balance. So at this point (as I understand it), I owe you $162.95 and this charge is in 2 parts if I can do my math.

Part 1 – Because I used my DirecTV Protection plan…..I got put into a commitment (18 months) that I was not aware of due to my "additional" receiver which is at the heart of this part of the bill. Let me try and explain this one again.  I had a receiver from 2005 to Dec 2007 of which I paid the monthly protection plan for. In Dec 2007 my receiver had issues where it would no longer read the signal from DirecTV and after troubleshooting with tech support on the phone, tech support recommended I change the receiver because they could not get it to work, using the Protection plan service (of which i had already paid 26 months of). The receiver I got was not an add-on or an upgrade, it was a warranty replacement. Per what I have read in the Customer Terms of service, it talks about an extended commitment when you purchase or add additional receivers (of which this was neither AGAIN since it was to replace a receiver under a warranty) and in the protection plan terms and conditions it doesn’t talk about extended commitments at all. So could you please send me documentation that I would have been presented or that I would have acknowledged showing that 18 month commitment that you refer to. Honestly, until now, all this seems to me to be a bait and switch, which may or may not have legal ramifications but I do know this is something that your customers would really like to know about because I’m sure like me a majority of them don’t know.

Part 2 – $62.95……This one I really don’t understand because on 12/25/08 I paid my account in full which should have covered the month of January 2009, and I cancelled my service prior to the billing cycle end for January 2009. So how do I owe $62.95?

Response from The DTV Customer Advocate Team

***Here is the response I just received from the DTV Customer Advocate Team.  So now we have 33% of the issue fixed…..only 66% to go.

 

from CustAdvocFollowUp@directv.com <CustAdvocFollowUp@directv.com>
date Mon, Mar 2, 2009 at 7:37 PM
subject RE: Unhappy former customer [Reference #: ]

Thank you for your recent correspondence.  After reviewing your account and email I issued a partial credit of $100.00 for the Early Cancellation Fee (ECF) because an invalid 24 month agreement was activated on your account when your Movers Connection order was processed on 12/20/07.  The correct ECF is $100.00 which is associated with the 18 month agreement generated by the additional receiver activated on 12/29/2007.  This credit is reflected on your DIRECTV account immediately and will be confirmed on your next statement mailed on 3/11/2009.

At DIRECTV we strive to provide the finest in satellite television entertainment and outstanding customer service.  If you have any additional concerns, please contact us at 1-800-577-4388 between the hours of 7:30 AM and 8:30 PM MT or go online to http://www.directv.com and access your account information.

Sincerely,

Jessica
DIRECTV Customer Advocate Team

The letter sent to Ellen Filipiak – Sr VP Customer Relations DirecTV

to Ellen.Filipiak@directv.com

date Mon, Mar 2, 2009 at 1:02 PM
subject Unhappy former customer

Mrs. Filipiak,
   We were customers of Direct TV from Oct 2005 until Jan 2009, which in my opinion says we had been around for a while. When we originally signed up we knew of an 18 month commitment, and had no issues with it at that time. The equipment we got when we signed up was part of the deal (as in the equipment wasn’t on lease, I don’t even think you did leases back in 2005). We remained in "good standing" to use a term I have seen while reviewing your website a lot until we cancelled in 2009.  From the beginning of the account we paid for the DirecTV protection plan for each of our hardware. We were told it was a good way to "protect ourselves" in case something broke. In Dec 2007, I called in to DirecTV because one of my receivers stopped receiving a signal.  I worked for a couple of hours with tech support and they basically side the receiver was done.  They informed me that since i had the "Protection Plan" that they could just replace the receiver under that.  I agreed as I was never told of any changes or any new commitments using a "protection plan".  If they would have been able to get that receiver working again I would have never accepted a replacement.  At the same time as this receiver issue I requested movers connection (I just point that out for the record). 
    In Jan 2009 due to economic reasons and a higher bill from Comcast that I did not want to continue with I inquired about other options, which at the time did include changing my Internet service thru DirecTV partner program. I ultimately settled on Verizon FIOS because they offered me the top cable package that included all the premium channels/HD Channels and the top speed Internet for a total combined price including taxes and fees for $139 a month for the next 12 months.  That is about what I was paying for DirecTV alone and I wasn’t getting all the premium channels, plus Comcast which in Jan 2009 jumped to $59 a month.  With the economy as it is any savings helps.  I even figured that in 12 months if DirecTV was with budget again we could return as we had been satisfied customers a for few years. 
    When I called and cancelled my account the rep at that time said that we probably would get a couple of dollars back as we had paid for the entire month of Jan 2009 and had not finished the month.  He also said (because I asked) that he did NOT see any commitment or requirements that were pending on my account.  I was told it would be 4 to 6 weeks to get my refund.  I patiently waited, however, instead of a refund I received a letter saying i now own 262.95 as of Feb 20.  This is because of the receiver that was replaced in Dec 2007.  I was also told that the protection plan itself is free but that connecting the new receiver to my account triggers the commitment. 
***Side note that info I was told was after hearing a number of other reasons in multiple calls to customer service about my account. Here is what else I’ve been told (With my responses included for the record)
– Your movers connection triggered a commitment agreement for 24 months (Huh!)
– Your a new customer and new customers have an 18 month commitment (Since when does a customer from 2005 make me new, if I’m new i want some of the specials you said I couldn’t have when I called and asked in the past – Free Showtime for 3 months, NFL Package new customer promo pricing, etc)
– Your movers connection agreement was for 18 months (How did 1 agent get 24 months and a 2nd agent get 18 months, shouldn’t they be looking at the same screen, not that I agree with either one)
– Your 3 new receivers from Dec 07 are why you had an 18 month commitment (Wait you mean that my 2005 receivers are still new in 2009. I acknowledge replacing one under the Protection plan, so how did I end up with 2 more on my record. Did the movers connection move get entered that wrongly. Also I looked and even have it downloaded and I read everything about the protection plan Terms and Conditions and where does it say extended commitment time when you use it?)
– You had a on-site service call in Jan 2007 which is why you now have a 24 month commitment (Yes that I did it was called movers connection, no one else was ever here or at any other residence for a service/repair call.)
– You used your protection plan. The plan itself covers your replacement equipment for free, however, as soon as you connect your replacement equipment to DirecTV then you automatically get 18 months of commitment. We also don’t need to tell you this because it is on the information sent to you on your 1st bill (The one from 2005). (OK so I paid for a protection plan why? So that DirecTV would be guaranteed to keep me hostage? Sorry but that’s how I feel now)
– I just don’t know why you have a commitment showing, I see you’ve been with us for a couple of years and you own your own equipment (OK at least this guy was honest but all he could do is refer me to the “Billing Disputes” address).
    So with all that now instead of having a customer that could one day return to the DirecTV family your customer service and billing have turned us into a customer that will make sure everyone we know understand how screwed up DirecTV is.  I was once told (as I have worked in the customer service field for a few years myself), that if you make a customer happy they will tell 10 people, if you make a customer mad they will tell 100’s.  Well I leave this up to you, will I be telling 10 or will I be telling 100’s.
I’m disputing the commitment and all charges that are currently being put to us.  Please contact us ………if you wish to resolve this…..if not then we will be forced to take action of our own (private and public) to make sure that this issue gets resolved.

UPDATE: Call just ended at 11:20a

Again, all I got is referred to the Billing disputes dept. Now comes step 2 and step 3.

Step 2 – Will be calling and notifying any major media that I can find to see if I can get the word out.

Step 3 – Calls to the Office of Consumer Affairs (Ga) and State Attorney General (Pa)

UPDATE: Latest Phone call to DTV / March 3, 2009 – 11a

  Its now 11am and I’m back on the phone with DTV.  Lets see how long this goes…

I’m now speaking to Ashley (ID#100228315) and being told that my commitment was expended because i used my protection plan in Dec 2007 to replace a receiver.  That the protection plan replaces the receiver for free, but as soon as you connect that new receiver to the system, that automatically triggers the 18 month commitment (24 months for DVR’s).  She then referred me to the 1st bill (From 2005) I received that she claims says that they can do this.

Now I’m on hold again……lets see if i don’t get disconnected

Direct TV Subscriber 10-8-2005 to 1-15-2009 / Now hit with an early termination fee (WTF!)

     I’m starting this blog to make sure others don’t go through the same head-aches as I have with DirecTV.  As it says from the title I havebeen a “Subscriber in Good Standing” since October 2005.  When I signed up, we had an 18 month commitment (and we were aware of it), and we got our system as a purchased system (which means I was NOT leasing my receivers). I was however paying for the DirecTV “Protection Plan”. We moved a couple of times since the system was originally ordered, here is a break down of my account directly from the DirecTV website.  (*The only thing changed in any of the pictures is that I covered personal information, other then that it is what you would see as of today (3-1-2009) on the DirecTV website. I point that out as I have nothing to hide, which is more than I can say for DirecTV)

As can be seen here, we moved 3 times, and I know quite well what the routine is when it comes to movers connection. 

Since the beginning of this account I had 3 receivers total (1 DVR and 2 Standard) and I paid for the DirecTV Protection plan which charged me $5.99 per receiver (I see now on their website that the DirecTV Protection Plan says $5.99 covers all receivers, so i was paying more than what I should have?).

Just before the 12-20-07 order we were having issues with one of the receivers and called into tech support.  After trying everything, we were informed that our receiver had basically “met its maker” (That was the tech’s quote, I remember it because I didn’t quite expect that from the tech). He did inform me that i had the Protection plan and that we could just swap out the receiver. *Note I haven’t said anything about contract extensions because he DIDN’T.  I also placed my movers connection request during the same call.

During the Movers connection part of the call, we were informed that we could either pay $99 dollars (Which now I sooooooooo wish i would have paid) or get the movefree witha 1 year commitment. We had been happy with DirecTVup to that point as nothing really ever went wrong so we never really had to deal with anyone from DTV unless it involved moving. I figured a 1 yr commitment was fine and acknowledged it over the phone.  The commitment was from 1-2008 to 12-2008 which is (at least from what i learned in 1st grade) 12 months. 

Everything went along fine from that point, I even recommended DTV to a couple of friends and family (If any of those are seeing this now I would like to publically apologize as leaving DTV will probably be like leaving the mob).

Due to budgeting andtrying to savesome money withhow things are these days, in January of 2009 I started doing some comparison shopping.  I was due to get hit with a large increase in my Internet bill (from $29.99 to $54.99 / Month) since I was past my promotion pricing (Comcast loves new customers but can careless once they have you, but that’s another story….), and withthe fact that i was already paying $121.49 / month (and I only get HBO as a premium channel),

I figured I would look for something better. I ended up getting an offer with Verizon for FIOSwhich was just rolled out in my neighborhood. Where I am getting the top package that gave me everything plus the fastest internet package they had andit was only $139 a month. So let me do the math

Comcast/DirecTV (andits not the top of either package) for 176.48 or Everything I had plus more for $139 a month. Basically $40 is $40  ($37.48 to be exact). So I requested my service to be terminated from DTV on 1-22-08 andthe tech at that time even said I would be looking at a refund of $9 or $10 dollars (I don’t remember the exact about but it made me laugh thinking about the BIG check for less than $10 i was going to be getting, thinking if the bank would put a hold on it due to its size.)         

Thinking I was just waiting for my refund (which i was told could take 6 weeks, it’s amazing how if your payment is one day late you get a penalty but if they owe you money its 6 weeks…..but again that’s another story.) I receive a letter telling me that “They regret that you (Meaning us) have cancelled your account….” and Oh by the way you owe us 262.95 Immediately.

I called customer service and have been in battle ever since. So far I have spoken to 14 different agents (including 2 that said they were managers) and havebeen on the phone with them (I’m not joking) for over 4 hours and all i have to show for it is that I owe that money andIf i don’t like it I can send a letter to the “Billing Disputes Department” for “review”. Its amazing how well the DTV customer service people do…..of the 14 I spoke to not all show up in my records on the DTV end as I have more then once been told “Please hold while I review this” followed by a click and disconnect or “I need to transfer you to the department that handles that issue” followed by a click and disconnect or “Let me get my manager on the line” followed by click and a disconnect (Anyone else see a pattern!)

Of the customer service (and I use that term loosely) people who I have spoken to, no one has been able to tell the reason why I am “violating my commitment” or at least I can say no one has said the same thing twice.

Here are just some of the reasons I’ve been told in no specific order (With my responses)

– Your movers connection agreement was for 24 months (No I acknowledge 12 months but that was it)

– Your a new customer and new customers have an 18 month commitment (Since when does a customer from 2005 make me new, if I’m new i want some of the specials you said I couldn’t have when I called and asked in the past – Free Showtime for 3 months, NFL Package new customer promo pricing, etc)

– Your movers connection agreement was for 18 months (Again how did 1 agent get 24 months and a 2nd get 18 months, shouldn’t they be looking at the same screen)

– Your 3 new receivers from Dec 07 are why you had an 18 month commitment (Wait you mean that my 2005 receivers are still new in 2009 and yes i know i got 1 but according to what I was told its was a protection plan change and I have posted the protection plan from the DTV website, where on the Terms and Conditions does it say extended commitment time?)

– You had a on-site service call in Jan 2007 which is why you now have a 24 month commitment (Yes that I did it was called movers connection, no one else was ever here or at any other residence for a service/repair call.)

– You used your protection plan. The plan itself covers your replacement equipment for free, however, as soon as you connect your replacement equipment to DTV then you automatically get 18 months of commitment. We also don’t need to tell you this because it is on the information sent to you on your 1st bill (The one from 2005). (OK so I paid for a protection plan why? So that they would be guaranteed to keep me hostage?)

– I just don’t know why you have a commitment showing, I see you’vebeen with us for a couple of years and you own your own equipment (OK at least this guy was honest. He couldn’t fix it but he did say he didn’t know and he also said that that I should write a certified letter to the “Billing Disputes” and also to the corporate office at DTV. I just hope that call wasn’t being recorded because that’s at least 1 guy i hope would be able to keep his job.  The others well $%#@%^@##@^%#% .

**************************************************************************************************

**Here is a portion of the DTV Protection plan (Someone tell me where it says anything about extended commitment)**

On the DTV website http://www.directv.com/DTVAPP/global/contentPage.jsp?assetId=3310015&footernavtype=2you can find the reasons that DTV thinks you should have the plan and on the DTV website.

On the DTV website http://www.directv.com/learn/pdf/DirecTV_service_contract_v4.pdf you can read the complete “Terms and Conditions” for the Protection Plan contract they post.

91192 06/06
SERVICE COVERAGE
TERMS AND CONDITIONS
Thank you for signing up for DIRECTV Protection Plan (“Plan”)!  We
hope you will have years of enjoyment from your DIRECTV System.
This is a legal contract. By purchasing it, you understand that it is such a
contract and acknowledge that you have had the opportunity to read the
terms and conditions set forth herein.
Obligor:  The company obligated under the Plan in all states except Florida
and Oklahoma is AIG WarrantyGuard, Inc. (AIGWG), whose address is 300
South Riverside Plaza, Chicago, Illinois 60606-6113, telephone 1-800-250-
3819.  In Florida, the company obligated under the Plan is  New
Hampshire Insurance Company, whose address is 175 Water
Street, 20th
Floor, New York, New York 10038, telephone 1-800-250-3819. 
In Oklahoma, the company obligated under the Plan is DIRECTV, telephone
(888) 667-7463.
Definitions: (1) we, us, or our: the company obligated under the Plan, as
referenced in the Obligor section;  (2) administrator: (a) National Electronics
Warranty Corporation in all states and DC except in AL, AZ, FL and WI; (b)
N.E.W. Warranty Services, Inc. in AL, AZ and WI; (c) National Electronics
Warranty Corporation of Florida (a service warranty association) in FL,
(National Electronics Warranty Corporation, N.E.W. Warranty Services, Inc.
and National Electronics Warranty Corporation of Florida collectively…….

********************************************************************************************

Here is the Terms and Conditions for Movers Connection (Again, someone tell me where its says anything about extended commitment)

***************************************************************************************

Here is the link for the customer agreement from the DTV website http://www.directv.com/learn/pdf/0507ICUSAG5524_CUSTAGREEMENT_ENWEB.PDF

(Once Again, someone tell me where it says anything about extended commitments, other than to say if you do not meet your commitment we can bill you. Its understood that you have an initial commitment so that’s fine, I just don’t see where it says in the agreement where they can and will add time to your commitment after your initial commitment is completed.

**************************************************************************

And withall that Let me now post the info that I have….If it helps anyone else it will be worthit. Also if your going through problems with DTV know that your NOT alone.   I would loveto hear from anyone else who reads this who is also battling with DTV, maybe we can make some noise.

DirecTV Billing Disputes

Attn: Billing Disputes
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

——————————————

Customer Service
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550

——————————————-

Customer Advocate Team
If you are not 100% satisfied I want to know!
Ellen Filipiak, Sr. Vice President Customer Care

Ellen.Filipiak@directv.com

(Ellen Filipiak is listed only under the Investor relations area under contact us, interesting that she isn’t listed anywhere else isn’t it! If you click on her name it will take you to a DTV form page or you can use the email also listed which to my knowledge is still good)
——————————————————-

The DIRECTV Group Investor Relations:
c/o The DIRECTV Group
Investor Relations DTV Stock
2230 E. Imperial Hwy
El Segundo, CA 90245

E-MAIL: investorrelations@directv.com

(If I want to make noise and well YES I DO, I will make sure that Investor relations hears all about how well DTV is doing (Yes I’m being cynical bout the well part)
———————————————————

For additional noise you can use this page from Businessweek http://investing.businessweek.com/research/stocks/private/people.asp?privcapId=6153895to get information and contacts for the Chairman of DirecTV Holdings, LLC which is the parent of DTV and most of the main board members…..they to will be hearing about this. They may or may not care but I will be hear

*********************************************************************************************************************************

Last bit of info for now…and the list of the additional people that will all hear about what DTV is doing to me –

Since I lived in Georgia when the Dec 2007 order was placed. Here is the link for the office of consumer affairs in Georgia for anyone who lives in Georgia.

http://www.georgia.gov/00/channel_title/0,2094,4802_5041,00.html

and since I lived in Georgia when the order which is in question (or at least think is in question) here is the link to Clark Howard (Consumer Reporter from Ga., how can now be seen on CNN)

http://clarkhoward.com/

Additionally since i now live in Pennsylvania here is the link for the Attorney Generals office in Pa., I will be making sure they here about this too. http://www.attorneygeneral.gov/consumers.aspx

And here is the link for the local Fox TV station in Philadelphia – Investigative reporters http://www.myfoxphilly.com/subindex/news/investigative

Finally (And I do mean Finally)….

Here are just some of the Google searches that you can run and see the long list of people (Not Just me) that havehad issues with DTV.  Not all are about the “Early Termination Fee” but yet they all give more info into what really happens at DTV.

http://www.google.com/search?hl=en&safe=off&rls=com.microsoft%3Aen-us&q=directv+early+termination+fee&btnG=Search

http://www.google.com/search?hl=en&safe=off&rls=com.microsoft%3Aen-us&q=directv+billing+issues&btnG=Search

http://www.google.com/search?hl=en&safe=off&rls=com.microsoft%3Aen-us&q=directv+over+charges

http://www.google.com/search?hl=en&safe=off&rls=com.microsoft%3Aen-us&q=directv+rip+off