New Member
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4 Messages
seeking refund on deceased mom's paperless acct, refused by "king kato" due to not being notified in timely manner (horrible experience!)
here's one for you!! my mom passed away & directv charged her credit card on same day. both the credit card & dtv accts were PAPERLESS, so i had no idea either existed until i just received a PAPER notice in the mail about her overdue CREDIT CARD. when i inquired, they told me about the dtv charge ... i called dtv and was transferred to a "kato" that refused issuing a credit because they weren't advised in a timely manner that she'd passed. i asked when the paper notification was sent out, like when dtv closed her acct for lack of pymt ... there NEVER is any paper notification, everything's via email ONLY! since he was sketchy in his statements, i asked for something in writing or where i'd find what time limit guideline he was referencing ... he never answered me. i asked for a manager & he actually said he was "above any manager" & refused all my requests/questions after that. the most awful experience for someone who's just lost their best friend!! someone pls tell me it's just bully "kato" and not how directv does business ... PLEASE!!!!
debfuture
New Member
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4 Messages
3 years ago
oh, for clarification, i'm not just griping, but i am also asking how to get a credit for the DirectTV charge(s) that have occurred since her passing. any insights would be greatly appreciated!! :)
PS: lesson learned -- i'm now NOT choosing to go paperless to save my children from this type of nightmare! i can recycle the paper with peace of mind! :)
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shannon02
ACE - Expert
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21K Messages
3 years ago
You have to call DTV and most likely you will only get 2 or 3 months back as that is all DTV allows you to report a billing dispute. You can also try filling a complaint with the BBB that will kick it to corporate. Some companies are now charging for paper bills.
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debfuture
New Member
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4 Messages
3 years ago
shannon02, i DID call dtv & that's when i had the displeasure of supervisor-less "king kato"! i'd be fine with 2 or 3 months back, but i was denied even that. beyond already advising costco of my terrible experience (since we personally subscribed via them), i will now look into filing a bbb complaint, but it's so taxing with all the other expectations required when a parent passes. with the huge aging baby-boomer population, it comes back to the emotional trauma involved for a kid to have to battle with paperless companies that refuse refunds on their deceased parents' accounts due to the company's lack of reliable communication. yes, a LOT of entities charge if one chooses to NOT go paperless, but a "death" situation could easily be resolved by companies allowing refunds of services back to death date, last time used, or last physical (not email) notification of "account in arrears" or closed, etc. in our own life, hubby & i were avid directv lovers for decades ... until now ... and have transferred our business elsewhere to eliminate our offspring having to live through this nightmare. yes, it was a weird moment when i asked the potential new company about their paperless policy when someone passes, but I know I've made the right decision for my children's peace of mind when the time comes!! it still bothers me that dtv's "king kato" gets away with victimizing their customers, as i know i won't be the last person he bullies, especially when they're suffering from an overwhelming loss, so i'm apparently left with hoping for karma soon. :P
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shannon02
ACE - Expert
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21K Messages
3 years ago
Costco will not do anything as those sales persons in their stores are not employed by them or DTV they work for a third party company that leases the space and all they do is send the order to DTV.
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