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New Member

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2 Messages

Fri, May 13, 2022 1:43 AM

AT&T Ruining My Credit Within Cancellation Period & Return Receipt of Equipment

April 21st 2019 I entered a Sam's Club and was guaranteed a total monthly cost of X amount over what i was paying for internet service alone. The sales guy told me that I no longer needed receivers for every TV. He stated the I could use Chromecast and download the App and have access to all the same programming as I would from the receivers. He showed me the total amount with taxes etc. on the contract before signing up, with new bundle I was signing up for. If I recall correctly it was about $50.00 more per month. I signed up and service was installed on 4-26-2019. Upon completion of the equipment install I asked the tech to help me set-up the Chromecast devices and how that worked. He basically laughed giving a look of are you that gullible? He said that would be illegal and it cannot be done. I called to cancel the service on the date of install. Told the Cancellation Dept. the full story and they seemed sincere about wanting to help. They told me they would send out 4 minis to cover the other tvs at no charge and would give me a bill credit for the 24 months to cover the receiver fees. They thanked me for being a loyal customer since 2006 and I felt this was a good enough gesture to accept those terms. However, on June 14th I received a bill for $501. I called the billing dept. immediately and was told they could not find any notes about this deal to retain my account. I went back to the cancellation department and told them they were in breech of contract as what I signed was for a specified amount for a bundle which had not happened and that they were not only double billing internet but not giving the bundled rate on the other account. They said it could take 60 days to bundle. I told them once again I am done that I am within 30 days of install and am closing the account for breech of contract by AT&T. I went to the UPS store dropped off the 4 new minis along with Tivos with extra remotes I had paid full price for from previous service. Fast forward to this week. I am at Costco getting gas and realize I don't have a VISA to use due to card changes. I go in to upgrade my account from Gold to VISA Gold and get denied. I leave baffled as my score is close to 790 thinking (Edited per community guidelines)?? I get home login to Experian to find I.C. Systems has hit my credit report several times with collection notices for $735.00 for $501 in equipment they have receipt of return for and $233.00 cancellation fee when I cancelled immediately when their solution for breach of contract was not met. I have now been on the phone for 3 hours, from Raul in Billing to a billing specialist then on to their billing specialist supervisor who sent me to Directv billing specialist who "escalated" it to another specialist who can get access to closed accounts over 2 years old. Of course, the call transmission went into some weird choppiness that made it impossible to understand what they were saying so I had to slowly repeat my phone number for them to call me back with a better connection. Worlds largest communication company can't even transfer a call on a line without issues...(Edited per community guidelines) is that??? Now on that call after 3 hours and going to see how this ends up... well now I need to speak with a loyalty specialist.. after another 23 minutes...(Edited per community guidelines)!?! Now in cancellation dept with a guy who says he can't get access and cannot apply credits. SO back to square one!?!?!? WTLF now back to billing who says I need accounts receivable who is closed. 

shannon02

ACE - Expert

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16.1K Messages

15日前

First off you where dealing with a third party company not DTV at Sam's Club and they are known to say anything to get their commission then they send the order to DTV and then DTV sent an email stating the cost.

(edited)

Juniper

ACE - Expert

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15.6K Messages

13日前

Sellers in other stores like Sam's Club are not DirecTV employees. They work for a 3rd party retailer (typically Smart Circle for those locations) that sells products and services for other companies.

DirecTV only honors official offers as shown on the order confirmation they send you. A made-up or doctored offer from a 3rd party they will not honor. As such, DirecTV would not be in breach as you claim as the original order dispute is with the 3rd party. This is why I avoid 3rd party sellers is they too often say anything to make a sale or at best are not very knowledgeable about the products and services.

DirecTV is service by satellite, not an internet streaming service. They require a receiver or client on each TV. You pay for each TV on the service, so the DirecTV app does not allow streaming/casting to a TV. You don't get free TVs on the service.

When you placed an order for the Minis with DirecTV, that also sends out an order confirmation. If it is not as you expect that is your opportunity to call and discuss or even close the order if it will not work for you. Once installed, you have accepted the order as shown on that confirmation.

You only had 24 hours from install to close the account without an early cancellation fee (ECF). After that the service agreement is valid, regardless of any later upgrades.

To not know about being charged an ECF until it was already deducted on your card, along with a lot of other things missed along the way, makes it seem you read only what the 3rd party in Sam's Club provided you and ignored everything else (bills and order confirmations) that DirecTV sent themselves. If so, then you have your cost on how important it is to read through all paperwork and to verify information provided.

As for equipment return, that may be another matter. Those returns are not sent induvial but as a bulk return. That plus general delays since the pandemic have resulted in returns taking longer than normal.

But if account was closed over 2 years ago, then time is against you. DirecTV has a 60-day dispute policy. At this point DirecTV has written off your account so the collection agency now owns the balance.

New Member

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2 Messages

11日前

When I signed up the agreement from AT&T/Directv was supposed to be the same monetary amount as stated in the contract I signed. I did not sign any other contract. So how is that not a breach of that contract? The equipment was returned and when I called AT&T they had the documentation of that in the note history yet they are still billing for the equipment. As I stated the cancellation dept. told me I would receive a billing credit for the minis and that was not done. As soon as I received the bill  I made the call and cancelled the service stating it would not work for us. 

Juniper

ACE - Expert

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15.6K Messages

11日前

The contract you signed was with the 3rd party. DirecTV sends you their own order confirmation. When installed you signed on the tech's handheld/paperwork verifying everything on DirecTV's order was correct as installed.

So, your agreement with DirecTV is valid, but you can try disputing with the 3rd party if their "contract" differed from the official order.


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