To whom it may concern,
I am a new costumer with direct TV I have had so many problems since I started my service's the beginning of this month of may 2010. I would also like to let you know that when calling to discuss my concerns they gave me the run around and didn’t really seem to worried like it was "not a big deal" including the supervisor I spoke with.
To start upon calling direct TV and setting up my account and choosing my package I made it very clear that I wanted to be sure of what my bill would be, before giving him my debit card information. What was agreed upon was the choiceXtra package for $34.99 with 2free upgrades HD DVR AND HD RECIEVER FOR A $5 fee which I agreed on. I was told I would be billed that plus tax so approx. a bill of around $48.00. I then gave him my debit information for the $21.00 installation fee.
On the day of my installation the gentleman came to get my services installed. Okay first thing that happened was he said "you know there is a $75.00 fee to install a pole for you dish" I said "no I did not know because no one told me that" however the representative did say that I would need to notify my landlord and which I responded I already have she doesn’t care as long as it is not attached to her house and he said okay they just have to make sure, nothing more was said about any fee. So I went ahead and gave him the $75.oo in cash and got my receipt. Then he went on to install the pole and dish outside of my home, when he came in to set everything else up he did not have my HDDVR but instead 2 HD receivers. When I asked him he said "it is not on your order mam".
So when he left I called the direct TV company and was told they didn’t put it on my order although I agreed to pay the additional $5 for it per month. I said "yes I did order it and I want my dvr" he then says it will be a $21.oo installation fee I said " no sir I already paid that and im not paying it again." He then went on to disagree saying I would have to. Finally He transferred me to a different department because I said "imp not paying that again" the other representative said she would send my the dry the next day and credit the $21.oo to my account. Which I did get the next day.
When my direct TV bill arrived, and I opened it and seen it was $72.75 I was in shock! I thought there’s got to be a mistake. It said CHOICEXTRA package $63.99, plus $5.oo for my receivers, then with tax total 72.75. I then seen under that REMEMBER TO SUBMIT YOUR REBATE!(IF YOU SUBMITTED YOUR REBATE AND DONT SEE YOUR CREDITS, PROCESSING CAN TAKE UP TO 6-8 WEEKS. I was never told anytime while setting up my services anything about a rebate. If I had known this I definitely would of got right online and done that. so I then went to the website and did that . Then again called direct TV right after that. I explained the situation what my bill was agreed upon for my bill and how I was never told about any rebate! He asked well have you submitted it already I responded "yes I just did" he went on to say it will take 6-8 weeks for it to process. I said " yes I know but your company didn’t tell me to do that so its not my fault if I knew I had to do that before installation so my bill would $35.99 not $63.99 why wouldn’t I just take 5 minutes to get on my computer and do that?" He said "well you can call the rebate department they might credit your bill since it was a mistake on our end and he said" I have heard this from customers before that they were not informed about the rebate he was very nice and he gave me the number.
I called then again had to explain the situation to representative in that department. Let me add by then I was frustrated and I was getting no answers but I was very respectable although her attitude lack of concern really upset me. She kept telling me the same thing over and over about my bill would not be 48.oo until my rebate was processed up to 8 weeks. I told her I was not informed and I should not be held responsible she would not help me and said "There's nothing I can do you'll just have to wait until the rebate is processed. So I said "Can I speak with a supervisor." and His name was Elvis I couldn’t understand something’s he said because he had an accent when I would ask can you repeat that he seem very annoyed. I asked him to credit my account if could do that. He said that’s not possible and said there was nothing else to do but wait. He was not very apologetic or even friendly for that matter. I will just have to pay the Bill until its processed up to 8 weeks and imp not at all satisfied with this company, but since I signed a contract for up to 24 months I can not disconnect my services or ill be charged a prorated fee of $480.oo!!!
Thank you for time,
Laura