New Member
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2 Messages
Not following through with promises
I spoke to a customer service rep in Oct 2021 to see if there were promotions, he promised me that my equipment charges would be waived going forward on my account. I called back today 12/10/21 as the charges are still being charged on my bill. After basically being told no you weren’t promised that I was then connected to a supervisor, the supervisor told me that while yes I was told the equipment charges would be waived indefinitely I was given wrong information and those fees could not be waived…. I was promised something but directv is not standing behind it. I need to file a complaint.
shannon02
ACE - Expert
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21.1K Messages
3 years ago
You can file a BBB complaint if you want but don't be surprised as CSRs can't change the TOS that requires those fees.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
Agent made a false promise. Receiver services (HD, DVR, etc.), and TV fees, are not waivable. DirecTV will not honor a lie an agent told. Just like if the agent promised a new car every year, DirecTV would not provide that. Doesn't matter how big or small, a business doesn't honor an invalid offer.
You can call DirecTV and file a complaint on the prior agent. But you still will not get what the agent promised because it was a lie to begin with.
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Please share with us more details about your concern and we will take a closer look at this.
We're here to help.
Rafael, DIRECTV Community Specialist
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@PJDjr
Depends on what the "promise" was. If an agent offered something that they were not authorized to do so, then DirecTV will not provide it. Certainly, submit a complaint if agent made such a false offer, so their leadership can address that with them. Just be aware that if it was an invalid offer, there is nothing to honor.
That is just the general info on how it works. If you would detail the situation, perhaps other guidance or suggestions could be given.
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Manda1girl
New Member
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2 Messages
3 years ago
can you tell me how to submit a complaint? I really would like someone to pull the phone call and listen too it… if nothing they can use it as training for employees.
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
@Manda1girl
Your question was already answered. Either call DirecTV and request a supervisor or go to the BBB's website to submit a complaint.
There is no guarantee there is a phone call to listen to. Those calls are monitored randomly for quality and training purposes, not as record keeping.
Even if they get confirmation of what the agent said, it is still an invalid offer. Those fees do not get waived for anybody. As long as you have a DVR, you pay for DVR service. Works the same with all the receiver services.
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PJDjr
New Member
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4 Messages
3 years ago
Errant charge must be unofficially be included in Directv policy in my case.
Strange, I was a govt agent @ both state & county level my whole career & when an agent "over-promised" the Agency was obligated to work it out.
Perhaps these so-called "agents" should be called "phone-answers"!
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Juniper
ACE - Expert
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22.9K Messages
3 years ago
Well, "agent" does not mean they are government. They are an agent, employee, customer service rep, etc. of AT&T/DirecTV. Regardless of title, that does not obligate the company to "work it out" so that you get what was promised since it was not a valid offer. At best they might do something small as a courtesy, but nothing long-term and certainly not permanent.
Bottom line is there is no obligation for them to honor an invalid promise. Don't try to make the term "agent" more than it is.
(edited)
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