New Member
DIRECT TV HAS INCOMPETENT EMPLOYEES
I am writing to express the extreme incompetency of your company. I was a loyal Direct TV and ATT customer for several years without complaint. However, in April of 2019 my husband went to the ATT store located on Rt 46 East in Woodland Park NJ to upgrade his phone. At that time he was approached by a sales rep who offered him a "discount" on our Direct tv account. The catch was that they only offered it to new customers and we would have to change the account from my name to my husband's name in order to receive the promotion. My husband agreed and scheduled a time for our old equipment to be returned and the new one put in. In May of 2019, a Direct tv technician came to our home and installed new equipment and took the old equipment with him. In August of 2019, I received a collection letter stating my account was overdue and I needed to make a payment. They also advised that my Direct tv service was shut off as I stood there watching my TV. It was at this time I was told that my original service was never disconnected and a "formal"disconnect request was submitted. I explained the above situation and reiterated that I did not have any equipment since May yet they proceeded to send me boxes so that I can return the equipment. I thought this mess was settled until I kept receiving bills from Direct tv. I continually called and spent numerous hours on the phone trying to settle this matter. Finally in December, 2019 we were in contact with someone from ATT and for the 20th time explained the above situation. She was very helpful and issued a credit to our ATT bill for our inconvenience. She stated she saw where the problem was and would fix it. At this time, I truly felt confident that this mess was cleaned up. It wasn't until May of 2020 I received yet another collection notice from I.C. Systems stating I owed $394.75 for the above account which was disconnected since May of 2019! I yet again explained the above situation and was told this was being sent back to Direct tv to be disputed. I never heard anything back about the dispute.
On July 25th, I received a notification that my credit report had changed and that I.C. Systems reported a collection account to the credit bureau. At this time I am giving your company the opportunity to rectify this situation. If this cannot be resolved in this matter, I will contact an attorney and file a (Edited per community guidelines) against your company not only for ruining my credit unjustly but for falsifying a promotion as a new customer and removing equipment that was under my name without notifying me prior or my consent. I anticipate your prompt response to this matter.
Constructive
Employee
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34K Messages
5 years ago
This isn’t At&t or directv this is a customer populated forum no one from At&t will see your post and certainly cannot be rectified by posting in a public forum. The technician was wrong to take the equipment and is most likely tossed aside somewhere in a warehouse
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Constructive
Employee
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34K Messages
5 years ago
Also I would get in contact with the store you signed up at what he did and suggested was fraudulent and against the business rules I would assume that it was an authorized retailer and not a corporate
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aschy4169
New Member
5 years ago
Thank you, I am aware this is just a forum. I am posting this anywhere I can and social media because I cannot get in touch with anyone. I did contact the store as well and they told me they only keep account information for 3 months. Yes, it is an authorized ATT retailer.
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nabukl
ACE - Professor
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2.3K Messages
5 years ago
The store rep should of NEVER setup a new account but instead inform you that existing customers simply don't qualify for new customer promos. He committed account fraud to make a commission.
Only the account holder can cancel an account so that was your responsibility to do that. Store reps can't manage existing DirecTV accounts so wouldn't have canceled it, you should have been informed of this. The store has all the blame here.
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
Store committed Dealer Fraud. It is one account for the household. Having you cancel your account to open another one was so the store employee could get commission for a "new" customer. Agents in store work for the AT&T side and are not employees of DirecTV itself. So they are similar to the 3rd party they used to be. The only way to cancel is for the customer to call official support.
As this is a public forum, you must call DirecTV to report the Dealer Fraud. As for anything external, the Terms of Service do limit you to arbitration. That store agent did very wrong, but the right process must be followed to resolve it.
https://support.directv.com/contact
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davemize
ACE - Professor
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473 Messages
5 years ago
Not just incompetent, but unscrupulous, as explained above. File a BBB complaint.
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