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anth9991's profile

Tutor

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1 Message

Mon, Jun 25, 2018 1:39 AM

EQUIPMENT RETURN SCAM BY DIRECTV

We decided to cancel our directv due to poor customer service. They kept telling us a recovery kit was being sent, this went on for a few months. And then all of a sudden we talked to someone and they said to bring the equipment to a UPS store and they would package it and send it back to DirecTV.  The UPS store representative scanned our equipment into their system and gave us a confirmation sheet with the serial numbers and a reference number. Directv keeps trying to charge us for not returning the equipment even when I give them the reference number. They said I should have received a UPS tracking number. This is wrong, the UPS store waits until they get 16 receivers and then ships them back all bundled together in a box. In the meantime they expect their customers to foot the bill for equipment they already returned. I have called numerous customer service reps and none of them will overturn the equipment charge. In the meantime, only ATT DSL is available in my area and they are threatening to turn off my internet services because I am refusing to pay for equipment that I have already returned to them. Please be weary of signing up with this company, they are trying to steal money from their customers.  

Contributor

3 y ago

BEWARE... I would like to say how very disappointed I am with AT&T, A company of this size should have a better system in place.

 

I have spent so many hours trying to resolve this issue and in the end I keep getting debited for a modem which I returned. 

 

It all started about 8 months ago when my internet would cut in and out and I wasn’t told I needed my modem replaced. At&t shipped me a new modem and I took the bad one to UPS. UPS then scanned my modem and sent it back. I NEVER RECEIVED A TRACKING NUMBER. I later was debited for this modem and was never notified. I then called AT&T  and was told that I needed to go to UPS and ask them for the tracking details. When I arrived to UPS I was told that there was no way for them to look any details up as this is a process that goes through AT&Ts system. I was also told by UPS that this happens all the time and people end up screwed out of a lot of money. As you can guess I called back AT&Ts lovely phone system and sat on hold... I was then told that a specialist would contact me within 4 to 7 days as they were going to try and trace back the serial number. Well as you can imagine no one ever called. Today 3 months after canceling my service I was debited again for the modem. I called and spoke with Adriana who said that there was nothing they could do without a tracking number. I asked for a supervisor and was sent to a Christina J. She was the rudest person I have ever dealt with via phone. She went on to tell me yelling that this was my fault as I should of had a tracking number and that no way was this AT&Ts  fault. My feeling is that if I do my part and return something and it is scanned you should have a system showing that it was checked in.

 

I also would advise anyone who signs up for this service to never sign up for auto pay as they will continue to debit your account for random amounts as they please. I canceled my service and had no outstanding charges and was told I would receive a credit. Today I was debited 78$. To my surprise when I logged into my account after being debited I have another outstanding bill for 160$... HOW CAN YOU JUST TAKE MONEY OUT OF MY ACCOUNT FOR YOUR OWN PROCESSING ERROR’S AS YOU PLEASE???

 

I sure hope you realize how disappointed I am and that I will never use any of AT&T services again!

mitchflorida

Scholar

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15 Messages

3 y ago

When you leave your equipment with UPS, they do give you a work order receipt, without the tracking number.  Do you have that  receipt?   If not you can't prove that you returned anything.   If you have the receipt but AT&T can't locate the equipmemt, that is on them.

 

You don't mention having a receipt, so I am trying to understand why not?

2 y ago

AT&T is still engaged in this theft.  And it is not just all about not having a receipt.  After pushing the representative they and supervisor admitted that my equipment had been received.  However, in order to make the charge go away right then they had to enter info from my receipt into their system.  They said it was the only way to escalate the ticket in their system.  This is after admitting my equipment had been received.  They said otherwise the billed amount would roll off on its own but take longer.  Well, to my surprise my linked financial account was still charged the $145 something well after that telephone conversation.  This is outright theft.  AT&T has no standing to charge me as I made good on their terms and conditions.  I want my money back.  Now I will have to spend hours on some less than stellar former customer "service" call because AT&T cannot or refuses to uphold their own contracts.   If needed I too will reach out to every consumer advocate and regulatory entity until this is resolved satisfactorily.  I dislike the fact that a large company routinely takes advantage of the individual.  Hopefully, an attorney will not be needed.  I'm surprised I haven't received multiple spam emails to join a class action already.

Contributor

2 y ago

You pulled this on me when I returned your Uverse equipment. I had proof of delivery. Then you bought Direct TV and I immediately dropped the service and returned the equipment. Once again, you are pulling the same scam. You have affected my credit rating and years after returning the equipment and repeatedly telling your caller staff the tracking number, you still call and say we owe over $400. Oh, but you always promise that if we sign up again, you'll waive it. [Edited to comply with Guidelines]

Teacher

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3 Messages

2 y ago

If you do it, I’m in!
wayninja

Scholar

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6 Messages

2 y ago

I can't believe how prolific this problem is.  I'm now in the same boat.  Cancelled my service in august, got a "kit" to return my equipment with a prepaid USPS label.  I carefully boxed all the equipment up and had USPS pick up the package.  I not only saw USPS pick it up, but I have a confirmation from USPS that they picked it up.  3 weeks later, I get an email from AT&T confirming that they received my equipment and enumerating each model and serial number.  2 weeks after that, I'm charged 145$ for "non returned equipment."

 

I've spoken over the phone with a representative today and you'd think with the confirmations I have from the pickup and the email they sent me saying they received it, this would be a slam dunk... it's not... they need to "escalate" this because they don't have access to equipment returns database or some such.

 

Well, I haven't been charged yet, but I will definitely stop payment with my CC company if they want to do this nonsense.  This just feels like a shady policy that makes AT&T money.  Maybe they will catch people sleeping on autopay or something.  Make the battle so difficult that people give up. 

Juniper

ACE - Expert

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14.3K Messages

2 y ago

The issue is that changing systems and processes, be it from the old to new return process or migrating everyone into the new billing account system, has lots of smoothing out to do. The changes are needed and the actual end result should be improved over the old, but so far they have not had a big change go through with only a little hiccup along the way.

 

Don't know if the issue is the quality of programmers and I.T. specialists they have or if the DirecTV legacy system and AT&T's are just so alien from each other that these issues were going to crop up regardless. Whatever the cause, I hope they get it straightened out.

2 y ago

I'm sorry Juniper I hope that is the cause for the initiation of the issue, but the real problem occurs when proper customer service protocols are not put in place for this known issue.  No one should have to waste hours on multiple calls to explain a known issue multiple times and then still not get relief.  Also, the REAL issue is that multiple customers' equipment return has been confirmed by ATT yet they are still charged the equipment non-return fee.  Either CSRs are not allowed to reverse the charge or, more nefariously, a corporate policy has been adopted to essentially attempt to steal customer's money.  I wonder what corporate csr instructions and training concerning this issue looks like.  If it is a management directed response to deny customer refunds in this manner, then ATT might have something to legally worry about.  If any CSR or employee in the know wants to enlighten us through some means, most likely not on this forum, I'm sure there are many who would appreciate it.  

Juniper

ACE - Expert

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14.3K Messages

2 y ago

It does feel like they are remodeling a ship outside of dry dock and punched some holes. So trying to finish needed improvements and keep up with fixing (or mitigating) issues that came up so they don't all go down.

 

Service itself is still great, but these changes not going through as supposed to are definitely a headache. I will be cautious of any changes (in service or equipment) I may get done over the next year or so.

2 y ago

In a victory for consumers nationwide, the U.S. District Court for the District of Washington in Coneff v. AT&T struck down a clause in AT&T’s contract that the company argued allowed it to force its customers to bring their claims individually in arbitration proceedings, rather than in a class action in court.  The District Court held that without a class action, the vast majority of AT&T’s customers would never obtain justice—and for that reason refused to enforce the contract provision.

Contributor

2 y ago

I went to return my equipment today to UPS. They would not accept one of my Genies due to when they scanned it was not listed on my account to me.  Yet it was being used at my house and AT&T installed it. So how to return something they wont accept to return?

Juniper

ACE - Expert

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14.3K Messages

2 y ago


@ccd228 wrote:

I went to return my equipment today to UPS. They would not accept one of my Genies due to when they scanned it was not listed on my account to me.  Yet it was being used at my house and AT&T installed it. So how to return something they wont accept to return?


Double check the model numbers. The 1st generation of Genie and Mini Genie Client (HR34 and C31) are non-returnable. If your boxes are newer models, then call DirecTV and verify the boxes are no longer active or if there are any other issues that might affect the return process.

Contributor

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1 Message

2 y ago

Has anyone ever been reimbursed for being charged for returned equipment?  We sent ours back in August, then September we were charged $280 for it.  

Tutor

2 y ago

I cancelled my service with the final day being Aug 8th 2019. I received a box and put my 3 receivers in it, took it to USPS, received a tracking number, (which I cannot find) and left. I received a bill from Direct TV for $237 in Sept. On Sept 18th I called AT&T and talked to a women named Skheyla, [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.] and she told me receivers were checked in on Sept 5th and next months bill would reflect it. I still continue to receive bills for receivers and every time I call they seem to have the same scripted questions and won't even take into or check into what I have been told. 

Juniper

ACE - Expert

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14.3K Messages

2 y ago


@Coneman19 wrote:

Has anyone ever been reimbursed for being charged for returned equipment?  We sent ours back in August, then September we were charged $280 for it.  


With deactivating equipment, you have 21 days to have it back in DirecTV's possession or the NRF charges. If it is returned after the NRF has billed, then on the following bill the NRF is reversed. Only one bill is sent a month so this does not generate an immediate new bill. I would call to see if the NRF has reversed off the account.

 

However there has been concern that the shippers are returning when they have enough in bulk (possibly to keep shipping costs down), but results in a delay in DirecTV having proper login of the equipment within time. This is how it sounds from some others in the forum, but I have not personally had the issue so cannot say myself. If this is what is happening then they need to fix this as this is a significant issue that affects billing.


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