Directv Complaint

Last season, I ordered Sunday Ticket and it should have auto renewed. It did not. Week 1, 09/13, Sunday Ticket worked fine. But this was due to the Free Trial Directv gave all its customers. Week 2, 09/20, it stopped working. I called in, verified that it was on my account, but it still didn't work. The gentlemen I spoke with told me to click on the channel I was currently using (702) and click "order now" to update the system. I did so, and incurred a $69.99 charge. Of course with all of his incompetence, he did not properly notate the account. On 09/27, it still didn't work. I spoke with THREE different people until finally a gentleman from tech support informed me that the soc code on my account was outdated and needed to be renewed. As soon as he renewed it and put the correct code on my account, everything has worked great. 

Fast forward to this month and there is a $69.99 pay per view charge on there for Week 2, 09/20, of the NFL season when I was told by the representative to click "order now". I clearly should not be required to pay this since I was just following (Edited per community guidelines)ty instructions from THEIR EMPLOYEE. I called in to customer service 11/09, and asked to have this charge removed. "Sheena" (I believe was her name) told me she was unable to help me due to the lack of notes from the 09/20 call. I asked to speak to her supervisor and was on hold for several minutes. She continued to check in from time to time to make sure I was still holding. One time, she forgot to mute the line on her end. I overheard laughter, heavy hearty laughter from her office and colleagues about hold times for customers. "This guy has been waiting 9 minutes and won't give up!" I was appalled. When I mentioned this to the associate, her best excuse was, "that was a different department". I couldn't care less which department it came from, that behavior is UNACCEPTABLE! 

I finally got her supervisor, Ricki, on the phone. She was no help at all. Even though the associate on 09/20 was clearly in the wrong, no notations were put on the account so she refused to help me. When I brought up the conversation had amongst her associates, she apologized very nonchalantly and acted like it was no big deal. Because all call are recorded for quality assurance and training purposes, I requested a copy of that call. I think other people need to hear what happens amongst associates when customers are put on long hold times. Ricki could not help at all. Whether I was the one being made fun of or not is irrelevant. At no point is any of that acceptable. And all this occurred because of an erroneous charge. 

I still feel like I should not be required to pay that charge as I was just following directions from a moronic employee. But now I'm more put off by the laughter on the other end of the line. Something should be done about this immediately. Period.