Homecomplaint › Eric - Calera, AL - Unethical and Illegal Billing Practices of DirecTV

Consumer Complaint

Eric - Calera, AL - Unethical and Illegal Billing Practices of DirecTV

Companies Involved: 
DirecTV
Issue Area: 
Billing Errors

*LAST AND FINAL ATTEMPT TO GET MY BILLING CORRECTED. PLEASE SUBMIT THIS EMAIL TO A MANAGER IN RETENTIONS PLEASE. THANK YOU. Dear Manager, I am writing to you one last and final time in order to get my billing corrected and to not have any further billing problems ever again with your company. Your billing department has been apparently practicing some unethical and possibly illegal behaviors concerning my initial and final contract that I have made with you for services ordered, and of which I now have in writing. A copy of that “FINAL” agreement is attached to this email. Please correct my billing statement to the $26.06 I owe for this month, which your online website said was not due until the 15th of this month, and was increased to approx. $75 again and the due date was changed to the 8th of this month which would be fine, but the bill should be no more than $26.06 this month and no more than $63.23 for the following first year as agreed upon in the corrected contract. And services were once again put on my billing statement and me being charged for them after I have cancelled them without my consent or being informed it being done. Which after talking to one of your former employee’s is illegal: Possibly being: Misrepresentation; Fraud; Breech of Contract; Breech of Trust, Initial Harrassment, and now Conflict of Interests since I would still like to have the services but once and for all would like to clear up this billing problem. I am a 43 year old U.S. Army Retired War Veteran, and in all my life and experiences have I never until now had such a problem with billing from a company whom services I have ordered, or in your company’s case not ordered. SO PLEASE WOULD YOU CORRECT MY BILLING STATEMENT TO WHAT IT SHOULD BE AS AGREED UPON IN THE WRITTEN CONTRACT INCLUDED IN THIS EMAIL. OTHERWISE I WILL BE INITIALIZING LEAGAL ACTION BY STARTING WITH FILING OF COMPLAINTS WITH THE “CONSUMER FINANCIAL PROTECTION AGENCY” AND IF YOUR BILLING DEPARTMENT IS DOING ANYTHING ILLEGAL, THAT WILL INCLUDE THE “FEDERAL TRADE COMMISSION”, THEN ON TO THE "BETTER BUSINESS BUREUA", ETC…Along with a copy of all billing statements and correspondence I’ve been having with your company including this email. THANK YOU YOUR TIME AND CONSIDERATION TOWARD THIS MATTER. IT JUST SEEMS LIKE YOUR BILLING DEPARTMENT JUST DOESN’T CARE. I HOPE YOU DO. HAVE A NICE DAY! Sincerely, Eric Cox -------------------------------------------------------------------------------- From: coxeric777@hotmail.com To: directvcustomercare@directv.com Subject: Thank you...Re: I was misled by your customer service about my contract on services ordered. [Incident: 131021-005227] Date: Thu, 24 Oct 2013 19:15:03 -0500 Dear James K (ID 402358): Thank you for correcting the billing problem I was having so promptly. And I really appreciate you explaining everything to me. The reason I decided to get your service is that all my family members have had your service for years and I was admirable of the the quallity of entertainment they were getting. And as far as I know they never have had any billing issues or problems. As you explained the terms of the contract and what I will be paying for the next two year is acceptable. Again the actual CHOICE service is fantastic, it is the best service I have ever had. We were just off to a rough start as far as the billing was concerned, but I am happy with the outcome. Once again, thank you for your time and consideration concerning this matter. Sincerely, Eric Cox ----- Original Message ----- From: DIRECTV Customer Service To: coxeric777@hotmail.com Sent: Thursday, October 24, 2013 5:37 PM Subject: I was misled by your customer service about my contract on services ordered. [Incident: 131021-005227] Image Image Image DIRECTV My Account | Pay Bill | Help Image Find Solutions Learn More Technical Forum Watch DIRECTV Image Image You recently requested assistance from DIRECTV. Below is a summary of your inquiry and our response. Subject: I was misled by your customer service about my contract on services ordered. James K (ID 402358) (10/24/2013 03:37 PM) Dear Mr. Cox, Thank you for writing back. I understand your concern regarding the billing and I will be happy to address this with you. Billing concerns with the DIRECTV statements are rare. We do our best to ensure a world class customer experience by providing a worry-free billing process. As requested, I have removed the premium programming and the DIRECTV PROTECTION PLAN PREMIER. I have added the DIRECTV PROTECTION PLAN at $7.99 a month. With these changes your monthly charges will be $63.23 after tax. This will be the normal monthly charges for the first 12 months, assuming no further changes are made to the services. I have outlined the charges below: CHOICE $64.99 Advanced Receiver $25.00 DIRECTV Protection Plan $7.99 Total: $97.98 plus $0.25 tax Rebates: $30 off base package for 12 months (Credits remaining: 10) -$30.00 $5 off base package for 12 months (Credits remaining: 10) -$5.00 Total after rebates: $62.98 plus $0.25 tax Once the rebates expire the regular monthly charges will be $97.98 before tax. Should you choose to add Auto Bill Pay back to the services your $10 rebate for 24 months will be added back to the account. With the rebate your services would be $52.98 plus tax for the first 12 month and $87.98 plus tax for the second 12 months. Should you add a credit card for the Auto Bill Pay the payment will be deducted around the 18th of each month, the same day the statement is generated. Should you add a debit card, the payment will be withdrawn 15 days after the statement is generated, around the 3rd of each month. Should you add a bank account for Electronic Funds Transfer, the withdraw date will default to 15 days after the statement is generated, but can be extended up to 25 days after the statement is generated. You can easily enroll back into Auto Bill Pay by visiting www.directv.com/myaccount. As for the current statement, I have removed the premium programming and changed the PROTECTION PLAN status. Normally, the $39.17 partial month credit for premium programming would have been reversed as you are receiving the premium programming at $0 for 3 months. I have left this credit on the account to compensate for the over draft fee you were charged. There was also a partial month credit for the DIRECTV PROTECTION PLAN PREMIER. The updated balance on the account is $26.06 and will be reflected online within 24 hours. Thanks again for writing Mr. Cox. Sincerely, James K (ID 402358) DIRECTV Resolution Specialist P.S. Have a question? Anytime, any topic, instant answers - support.directv.com/app/home/track/AvO4LgrkDv8Q~UqoGtMe~yLzWSsK3S75Mv8K~zj~PP~D The Support Center provides you helpful information, 24/7, all at your fingertips. Anna May K. - 100272316 (10/24/2013 01:39 PM) Dear Mr. Cox, My name is Anna and I am a specialist from DIRECTV's email department. Thank you for writing us back. Upon review of your email, I determined that we needed some extra time for research and investigation before providing you with our final reply. I have escalated your email to a specialist who will personally research your issue and reply to you. We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within 24 hours. Thank you for your patience. In case you need more urgent support, our Customer Service Specialists are available to help you at 800-531-5000 and may be in a better position to answer urgent questions. Thanks again for writing, Mr. Cox. Sincerely, Anna K. -100272316 DIRECTV Customer Service P.S. Have a question? Anytime, any topic, instant answers - support.directv.com/app/home/track/AvO4LgrkDv8Q~UqoGtMe~yLzWSsK3S75Mv8K~zj~PP~D The Answer Center provides you helpful information, 24/7, all at your fingertips. Eric Cox (10/24/2013 01:28 PM) Dear Ailen Hazel-100496961: Thank you for your reply to my email. I agree with your email and business ethics it decribes. I plan to hold you to those ethics. Except one thing, you used the word "transparent" to decribe your billing system. This is only true once I received my bill and it was explained to me. But what is "transparent" is that I have been the victim of some unethical business practices by some of your employees who seem to be using these unethical practices to make sales and are not upholding the same principles as you described in your email. Please let me elaborate on my initial experiences and ask that this be addressed and resolved by your management and since I did not have enough room on your email service at your website to fully explain the situation. And please let me know if you agree or not after my explanation. I initially called your service representative from you're ad you had online from your website to get a price on basic cable services. Your add said $29 a month for the first 12 months, and up to normal price for Tier 1 service. After talking to your representative and telling him I liked the science channel and some others that weren't inlcuded in your basic package, and liked the ideal of HD service for a little more I was sold on CHOICE service. I told him I couldn't fit the services cost in my budget until the beginning of the following month. He then told me that my initial services for the first 12 months would only be about $45 a month then normal price the following 12 months; that I could secure the order right then and there with a $1 charge on my credit card, and then I could have the intial $23 dollars for installation billed to my checking debit card the my following payday which would be on the 12th of the month; that I would not have to pay my first bill until 1 month after the service had been installed. This was the verbal and initial agreement I made with your company and representative over the phone for the two year contract for service. The initial representative however did not inform me that if auto-pay from my credit card was not set up or agreed to that my bill would go up $10 a month. He billed my bank account on the 11th instead of the 12th (which was my payday) like we agreed to and I was charged a $35 overdraft fee because of that. I registered online to the DirectTV website to view my bill, and it said I owed approximately $45 for the fist bill and it was due on the 17th of the month. One month after service began which is what the representative told me. A few weeks after installation I received an email saying that your company was having trouble billing my credit card for the initial $45 dollars and that I need to pay now. But I was never told about or informed about nor agreed to set up or have auto-pay. I then received approximately 20 phone calls on my cell phone over a 2 day period from your collections department; I screen my calls because people are always soliciting unwanted sales. When I finally saw it was the same number continuously and them never leaving a message, I finally answered just to see who it was. It was one of your representatives recording the phone call telling me I had to pay my bill now, that I had to authorize the auto-pay which I was never informed about or she was going to increase my bill $10, but I didn't want to for this very situation that is occuring now (I was billed on my checking debit card on the wrong date causing a $35 overdraft fee, and if I had set it up, I would be billed automaticallly $75 or whatever charges might be added without me be informed or knowing about it), once again told me I had to pay my bill now and told me I had to pay the $45 now since it has been 20 days and that the initial representative shouldn't have told me a month, I told her the DirectTV billing statement told me my first bill wasn't due till the 17th of the following month, she told me that was incorrect and then told me the bill is generated on the 8th of each month. She was calling approximately a week and a half before the 8th so I was thinking why was she calling me now, she never informed me why but kept saying I had to pay now. I told her I was misinformed and couldn't pay until the 15th of the month since that was my payday even though the online billing statement said the payment wasn't due until 17th. I then shortly received a email from her saying I had to pay on the 11th. At this point I just felt like I was initially lied to and harrassed. I paid the bill early on the 11th instead of the 17th like the online billing statement said, because I didn't want to get harrassed by your collection person again. I now have received a current bill which is now $75 with services and charges, I did not request and were not part of my initial contract that I made on the phone with your representative and the $10 charge for not having auto-pay was added. I did not request DirectTV Plan Premier Monthly but yet it was put on my billing statement without my consent or being informed about it, and along with the $10 increase because of the situation that happened previously. So I was told my initial monthly bill for the first year would be $45 and now it's $75 and the last representative I spoke to was saying that is the cost of the service before tax was added. He did however explain to me what the current charges were for what I was currently paying for and why. But he never told me why the DirectTV Plan Priemier was just put on my bill, a service I did not request or ask for or was even told about. When I tried to cancel the DirectTV Plan Premier Plan and the Free HBO, Showtime, and Starz trial, he starting giving me a hard time telling me I didn't want to do that and discouraging me to do so. So how can we remedy this situation? Here's what I would like, please reply and let me know what you can do for me since I was either ill informed or lied to and harrassed concerning the billing and my 2 year contract by some of your employees, since I agree with the ethics in which you and your company hopefully operate under. Your technician who installed the system was great and the actual CHOICE service is fantastic. I would just like to remedy this situation and continue to receive the entertainment services but not have these billing problems again. I would like to have my billing statement corrected and adjusted because of the initial problems I've had so far. I would like to have the CHOICE package at the agreed price and arrangement. I would like to cancel the DirectTV Protection Plan Priemier and only retain the $7.99 a month protection plan for your equipment that I am using. I would like to cancel right now the HBO, Showtime, Starz package, I don't want it . I would like either the $10 auto-pay charge removed from my bill or to be reimbursed the $35 overdraft fee your employee caused me, since he billed me on the wrong date which we did not agree to and he never intitially told me about the $10 increase if I didn't want to set up auto-pay. I would like to have these changes in my contract made and in writing on paper mailed to me reflecting the proper charges for my two year contract, including what the charges will be monthly for the first year as promised and what they will be for the second year as promised. I think this is fair. What do you think? Also after my billing is hopefully corrected on what it should be. If services and charges are added on my billing statement and my contract is altered again without me knowing about it, consenting to it or ordering it I plan on filing a complaint with the Consumer Financial Protection Bureau, Better Business Bureau, Federal Trade Commission, FCC if it even applies, and any other agency that this situation concerns, along with of a copy of this email. And will take legal action to get out of the two year contract. But , I am enjoying the service and would like to resolve this billing and contract issue because of my initial experiences and billing problems. Thank you. Sincerely, Eric Cox ----- Original Message ----- My Account | Pay Bill | Help You recently requested assistance from DIRECTV. Below is a summary of your inquiry and our response. Subject: I was misled by your customer service about my contract on services ordered. Ailen Hazel - 100496961 (10/22/2013 08:32 AM) Dear Mr. Cox, Thank you for writing. Your email reached me in DIRECTV's email department. My name is Ailen and I will be glad to assist you today. I understand how you feel about the bill increase on your account. An accurate bill is important to us because it ensures a pleasant billing experience for our customers. I assure you that DIRECTV is very transparent in its billing system and we take many measures to make certain that our records reflect the correct charges. Our goal is to provide assistance to every DIRECTV customer at par with excellence and what you have experienced seems to be a different situation. We do not condone unsatisfactory work, so the information that you have provided is being forwarded to management to review and handle accordingly. While DIRECTV Management can not follow up with each customer individually, rest assured every feedback is reviewed to determine what actions or changes should be considered. While we can not change the events that have transpired, we will do everything we can to give you the best in class customer service that all of our customers deserve. Lastly, we take pride on the integrity of our business and practices. We take great care to ensure that the terms and conditions of our service, including programming offers, are disclosed to each customer in a timely manner before activating any service. Thank you once again for choosing DIRECTV as your service provider, Mr. Cox. Have a wonderful day! Sincerely, Ailen A. - 100496961 DIRECTV Customer Service P.S. The NFL season is here. Find out how you can catch all of the action with NFL SUNDAY TICKET at http://directv.com/NFL . Eric Cox (10/21/2013 08:35 PM) The amount of monthly payments I agreed to for my two year contract was approximately $45 a month for the first year then it would go up to the normal price for the second year. My current bill has gone up to $75 and the representive told me today that was before tax was added. Additional services and charges are on my current bill that I was never informed about or told about when I made the verbal agreement initially. It seems to me the inital verbal agreement to the two year contract I agreed to keeps altering. I feel like I have been initially deceived by your customer service. The technician who installed it was great and the Choice service is fantastic. Is my initial contract and billing price going to keep rising and will additional services keep being added without me knowing and told about it, again continuing to keep altering the intial verbal agreement to the contract I made on the phone with your representative? If so how can this situation be remedied legally? YOUR EMAIL SUBSCRIPTION DIRECTV reserves the right to contact you via email regarding your account. For details on how DIRECTV uses your information, please read our Privacy Policy . To receive special offer emails from DIRECTV or change your email address, manage your email here . To ensure delivery, add directv@directv.com & directv@cm.directv.com to your address book. QUESTIONS OR COMMENTS? For questions/concerns, email DIRECTV Customer Care here . ©2013 DIRECTV. DIRECTV and the Cyclone Design logo are trademarks of DIRECTV, LLC. All other trademarks and service marks are the property of their respective owners. Ailen Hazel - 100496961 (10/22/2013 08:32 AM) Dear Mr. Cox, Thank you for writing. Your email reached me in DIRECTV's email department. My name is Ailen and I will be glad to assist you today. I understand how you feel about the bill increase on your account. An accurate bill is important to us because it ensures a pleasant billing experience for our customers. I assure you that DIRECTV is very transparent in its billing system and we take many measures to make certain that our records reflect the correct charges. Our goal is to provide assistance to every DIRECTV customer at par with excellence and what you have experienced seems to be a different situation. We do not condone unsatisfactory work, so the information that you have provided is being forwarded to management to review and handle accordingly. While DIRECTV Management can not follow up with each customer individually, rest assured every feedback is reviewed to determine what actions or changes should be considered. While we can not change the events that have transpired, we will do everything we can to give you the best in class customer service that all of our customers deserve. Lastly, we take pride on the integrity of our business and practices. We take great care to ensure that the terms and conditions of our service, including programming offers, are disclosed to each customer in a timely manner before activating any service. Thank you once again for choosing DIRECTV as your service provider, Mr. Cox. Have a wonderful day! Sincerely, Ailen A. - 100496961 DIRECTV Customer Service P.S. The NFL season is here. Find out how you can catch all of the action with NFL SUNDAY TICKET at http://directv.com/NFL. Eric Cox (10/21/2013 08:35 PM) The amount of monthly payments I agreed to for my two year contract was approximately $45 a month for the first year then it would go up to the normal price for the second year. My current bill has gone up to $75 and the representive told me today that was before tax was added. Additional services and charges are on my current bill that I was never informed about or told about when I made the verbal agreement initially. It seems to me the inital verbal agreement to the two year contract I agreed to keeps altering. I feel like I have been initially deceived by your customer service. The technician who installed it was great and the Choice service is fantastic. Is my initial contract and billing price going to keep rising and will additional services keep being added without me knowing and told about it, again continuing to keep altering the intial verbal agreement to the contract I made on the phone with your representative? If so how can this situation be remedied legally? Image Image Image Image Image YOUR EMAIL SUBSCRIPTION DIRECTV reserves the right to contact you via email regarding your account. For details on how DIRECTV uses your information, please read our Privacy Policy. To receive special offer emails from DIRECTV or change your email address, manage your email here. To ensure delivery, add directv@directv.com & directv@cm.directv.com to your address book. QUESTIONS OR COMMENTS? For questions/concerns, email DIRECTV Customer Care here. ©2013 DIRECTV. DIRECTV and the Cyclone Design logo are trademarks of DIRECTV, LLC. All other trademarks and service marks are the property of their respective owners.