Equipment Return being Denied

Never give them auto pay. It’s like giving them a blank check. 

I'm not set up for auto pay.

Doesn't matter if you use auto pay or not, DTV has a credit card on file per the TOS.  If it was to old then it was non returnable in the first place.  You can try filing a BBB complaint to kick it to corporate.

I didn't use auto pay.  They recieved the equipment they asked for and now say it's not good enough.  It was returnable and they got it.  They are saying it's not in pristine condition or is too old.  It was fine when I sent it back.

The other five pieces of equipment were accpted just fine.

@kp7008 

Getting charged for a box not in good condition is odd to hear for DirecTV. Certainly wouldn't be charged just because it was old as all that might do is make it non-returnable (so they don't want it back in the first place). The only concern is getting charged a non-return fee (NRF) for something they didn't get.

File a BBB complaint as sends the issue to the corporate level (Office of the President). Usually receive contact back within a few business days.

It doesn't matter that you didn't use Autopay. Per the Terms of Service (ToS) all customers are required to have a valid card on file. This is why they require a card upon starting with them and why any card ever used remains on file in the system (even if not viewable to an agent to select). The purpose is to collect outstanding balances after an account closes that a customer hasn't paid.

Very puzzling. I've never heard of DirecTV charging someone for returning equipment that didn't need to be returned. Are you sure that's what the charge is for?

According to the ELA the only things that cost near that are the Gemini and Gemini Air.

https://www.directv.com/legal/directv-equipment-lease-agreement/

@Warlock69 

Autopay is not like a blank check. It only pays exactly what the account owes, no more and no less. They are not "writing" in their own amount.

And though there is nothing about autopay in the opening post (so no idea why you brought it up), even without it they can still charge you automatically in one situation. Your account is canceled, but you don't pay the final bill in full leaving an outstanding balance, then DirecTV can charge any card/bank account you have ever used with them (even if you don't own that financial account). It is why they require card info on startup and their system keeps on file every single payment method that has ever been used for lifetime. You cannot remove that info, only change what is designated as the primary card.

There is no autopay and no card on file for them to charge. I don’t even know why autopay was mentioned. It had nothing to do with my post. That said, they have had all of the equipment back since June of this year. I have been fighting with them since. They sent a bill and I disputed it with them in October. They told me on the phone today that they reviewed it and that one piece of equipment didn’t meet their standards (it could be the condition of it or that it was old equipment) and so I have to pay for it. So basically, they have the equipment and want me to still pay for it. It worked just fine when I sent it in. Now they have sent it to collections without notifying me of the results of the dispute. They said the only thing I could do was send it for another review but they suggested I shouldn’t do that and should just pay it.  Of course they did. I have been a customer since 2004!! Their treatment of customers is AWFUL!!

The equipment in question is a Genie HD DVR. I had a $20 credit on my account is why it’s on $126. 

Yes I’m positive that what it is for. Here is what it says on the bill. I have tried to get them to give me the serial number of the equipment and no one seems to be able to do that. I have proof of where I sent it all back with serial numbers and all. Here is says non-return fee but they said it was returned just not up to their standards. 

@kp7008 

When you opened an account with DirecTV you did so with a card so that one would be on file. Anything you've used to make a manual payment would also be on file. There is no way to remove as it is coded into the system.

As for why Autopay was mentioned, I think @Warlock69 is continuing a tantrum from his other thread and just wanting to make waves.

To the topic of the thread, that bill shows a non-return fee (NRF) so claiming they didn't get back the main box. Either that is the 2nd generation Genie (HR44) or Genie-2 (HS17) Headless Server tower.

If they are telling you over the phone it was for the condition it is in then that is wrong. The charge is a non-return fee (NRF). I would absolutely file a BBB complaint because you are being given contradicting information.

Boxes are refurbished or salvaged if they can. I have not heard of one being charged for the condition it was returned in. That and the charge is an NRF is why I think something is wrong here and you need to submit this to the BBB.