Billing Dispute & Debt Collection

We have been attempting to resolve a billing issue/error since 2017 connect to a Direct TV account that is no longer active.

The Direct TV service was misrepresented to us. We were about to move to another town when we inquired about the service. We were told we could suspend the service (and billing) temporarily during the transition. We were told when we reconnected the service at our new residence, we could resume the service and billing.

After some time, we began to notice additional charges and so we called in to question these charges. It took months to get clarification on the process of suspending the service alone. Each time we called, we were led to believe we had been given accurate details and would move forward with a new strategy based on those details. One CSR reassured us that we could simply call on a certain date to re-suspend services and that would avoid charges. When we called in to do so, that CSR would state this wasn't the truth and no CSR would have advised us in this way. The next time a CSR would tell us that we could only suspend the services for a certain number of months and we were at our limits. We would be transferred to a supervisor who would then tell us there was another option available we could utilize instead to avoid charges because of our situation. But then the charges kept accruing despite any arrangement we'd made previously with a supervisor or CSR.

This narrative only includes instances in which we successfully connected with someone on the phone. ​

Ultimately, we were billed hundreds of dollars for services we never connected nor received. ​

We have been attempting to resolve this billing error since 2017. ​

When trying to resolve this issue throughout 2017-2018, we'd experienced disrespectful and critical treatment from numerous customer services representatives (CSRs) working for both ATT and Direct TV. We had been hung up on repeatedly during (and not during) transfers, been accused of being dishonest, been dismissed/ignored/talked over. We were promised numerous call backs from supervisors without follow through. This lasted months. ​

In 2018, we were told by a Direct TV supervisor (Stephen/Steven from Springfield, MO) that we had been misinformed, not provided with correct information and options, and the charges would be removed. He was very clear about the steps he would take to resolve the issue. Ultimately, these were the action steps verbalized/promised to us by Direct TV during the resolution of that billing dispute:

1. We would not be held responsible for the charges

2. We could close our Direct TV account without penalty

3. We would be sent packing materials so we could ship our Direct TV equipment back safely/directly to avoid additional fees (Note: a few months later, we were contacted be a debt collector over failing to return the equipment. We called Direct TV to check in. They seemed confused that anyone would have promised to send us materials when we could have simply mailed the equipment from a UPS store at no cost to us. We shipped the equipment that very week and resolved the issue.

We did not receive any further communications from Direct TV about an account or any related bills or services. Based on what we'd been told by CSRs at that point, we had been told the billing issues had been resolved. This was reflected on the billing statements we were able to view at that time. ​

However, many months later we were contacted by a debt collector (Sunrise) regarding the bill that Direct TV committed to resolve months earlier. ​

We have been attempting to resolve this billing issue since without resolution. We have spoken with CSRs in both ATT and Direct TV (billing and collection departments). ​

We have been made aware (by Direct TV) that the supervisor who originally resolved the billing dispute no longer works for Direct TV. We have also been made aware (by Direct TV) that the account notes are missing key details. Specifically, we have been told the following about the account notes:

1. The account notes hold us responsible for the charges

2. The account notes show our account as "cancelled" for non-payment (not closed)

3. The account notes do not fully reflect even a fraction of the phone calls that occurred regarding this billing dispute since 2017

4. The account notes make no mention of the discussion of mailing equipment back after closing the service

5. The account notes do seem to reflect that Stephen/Steven did exist and there are notes documenting he worked on our account. But we've been told the related notes only indicate we owe the charges.

We have communicated all details related to this case/account many times over the past 3 years to many CSRs. We have spent dozens of hours on the phone attempting to resolve this issue, including time away from work and our children. ​

Direct TV has repeatedly committed to investigate the issue and follow-up with us, but has not followed-up with any updates or outcomes.

We are needing documentation confirming that these charges are in error. This documentation needs to be provided to Sunrise Credit Services on our behalf to terminate their communications with us and resolve this issue.

Since phone communications with Direct TV departments has been largely unsuccessful over the past 3 years, we are attempting other approaches. Any guidance or assistance would be much appreciated.