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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.  

wayninja

Scholar

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6 Messages

2 y ago

I cancelled in August, returned my equipment the very next day.  Received an email about 2 weeks later that equipment was received.... was then charged 144 dollars.

 

I called AT&T several times to insist that that not only was equipment received, but that they sent confirmation thereof.  Each time I called I was simply told they would investigate this and get back to me.  They never called me back, and just charged my credit card in early october.  I promptly disputed the charge with my CC provider, who reversed the charge.

 

I would think this would finally prompt a call to me (as promised multiple times) to sort this out and/or actually investigate this... but nope... they just acknowledge that the charge was reversed and bill me again in a subsequent bill.

 

This feels beyond inept.  This definitely feels like a predatory and punitive business practice.  I'll definitely have a hard time ever considering DirectTV/AT&T in the future.

Contributor

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1 Message

2 y ago

I hate saying this but seems like a scam, I can't believe they would run a business like this.  How can they not have the equipment, I sent it out.  

Contributor

2 y ago

So, like everyone else commenting I had the same return issue.  I was with direct tv for 8 years.  I cancelled early due to their fees being outrageous.  I paid my early cancellation fees, but then all the sudden I get a bill in the mail for $141.00.  I called and kept getting bounced back and forth even getting hung up on until I finally found out they are trying to charge me for a piece of equipment they didn’t receive.  I sent back 3 pieces of equipment on 9/9/19, but yet they state they only received 2 of them.  They automatically sent my bill to collections when I had never received notice of Thai beforehand. Direct tv is out to screw everyone they do not care about customer service.  UPS states they set up this agreement with them to avoid these issues, yet direct tv won’t stand by it.  The guy on the phone from direct tv said to give them 5 days and they “should” find my equipment, but meanwhile I had to pay the bill so my credit doesn’t get ruined, because we are trying to go through a refinance of our home.  Direct tv is HORRIBLE.  DO NOT GET THEM THEY HAVE THE WORST CUSTOMER SERVICE!  They will make you pay outrageous bills and for equipment that has been returned. 

Contributor

2 y ago

Im having this same issue now. I sent everything back and they confirmed the receipt. They then sent me a second return box even though i had nothing left to return. I called them to let them know it must have been a mistake and they agreed. They told me to send the empty box back so that’s what I did. I then get a statement in the mail claiming I didn’t return the equipment. They are charging me $270 for equipment I never had to return in the first place. These people are a bunch of crooks and I will be changing phone companies next week. This will be reported to the BBB as well. 

Tutor

2 y ago

Direct TV has threatened to send me to collections for not returning my receivers so I went ahead and OVERPAID my bill. My last day of service was Aug 7th, I paid August bill and was told my bill would be prorated and any refund would be in the form of a Mastercard. Then returned the receivers and get billed another $237.00. I feel Direct TV has EXTORTED close to $400.00 from me. Lets see if anyone looks into or responds to my issues or sends a refund for the overpayment.

Juniper

ACE - Expert

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14.3K Messages

2 y ago

@Johngf 

 

No refund here as this is not customer support, but a public customer to customer forum.

 

As for the "prorating" that was incorrect info. DirecTV no longer prorates bills as of this year. So the billing is a flat policy for everyone, you pay for the full service month regardless what day you choose to stop using it. They did notify us customers last year about the change.

 

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).

b_lucky

Teacher

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3 Messages

2 y ago

(Edit to correct a date)

 

AT&T pulled a bait and switch on me. So I cancel and terminated my service back in Oct and mail the equipment at the UPS store as instructed so I wouldn't be charged more.(10/17/2019, I have the receipt)

It's been months. Dec now and AT&T is doing the same scam and billing for service customer no longer wants and already canceled/terminated.

 

Scan of receipt:

 

https://forums.att.com/t5/image/serverpage/image-id/77457iE20F74CD3DAE3F1B/image-size/large?v=1.0&px=999

Juniper

ACE - Expert

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14.3K Messages

2 y ago


@b_lucky wrote:

AT&T pulled a bait and switch on me. So I cancel and terminated my service back in Nov and sent back the equipment at the UPS store as instructed so I wouldn't be charged more.(10/17/2019, I have the receipt)

It's been months. Dec now and AT&T is doing the same scam and billing for service customer no longer wants and already canceled/terminated.


Timeline doesn't add up. Canceled back in Nov, but this is Nov. Returned equipment 10/17/2019 (so before Nov).

 

Regardless of what day you stop using the service, cancelation is effective the end of the service month. So for example if you called 10/17/2019 to cancel, but your service month starts over on the 15th of each month, then you would still pay for 10/15 thru Nov 14.

 

However, if you return was well within the 21 days but still got a non-return fee (NRF), then you need to call DirecTV when they are open to get that corrected.

b_lucky

Teacher

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3 Messages

2 y ago

Return Equipment.jpg


@JuniperThanks it was Oct, Here's the receipt 10/17/2019.

"However, if you return was well within the 21 days but still got a non-return fee (NRF), then you need to call DirecTV when they are open to get that corrected." -Juniper

Yes, regardless I'm still being overcharged in Dec (Bill says due Dec 9th) for a service I already cancel, and equipment return. I spoke with AT&T previously about clearing up a previous bait and switch and they sent me in circles with zero accountability. (Phone, live chat, e-mail, BBB, physical mail, forums)

Contributor

2 y ago

I am having the same problem.  This is an absolute scam by ATT and DirecTv

Contributor

2 y ago

I filed a BBB complaint on Friday. I got a call from the "Office of the President" yesterday claiming by $270 charge is correct because they issued the credit before the equipment was returned. I told the lady this made zero sense. I asked her if I was issued the credit already, then why was I billed for not returning equipment? Her response was that was correct and that the other people I spoke to were misinformed. She proceeded to tell me I would not be getting any more credit back other than the $149.16 I was issued. I responded to the response on the BBB claim that I was not satisfied with the response. It really sounds like I am purely out of luck on this one. I find it astonishing that these large companies can hold people hostage and turn them over to collections for bills not paid that the customer doesn't agree with but when the shoe is on the other foot, they say tough. 

 

 

Tutor

2 y ago

Thanks for all the reply's everyone. If you look back to my original post, #60, I had put some info in that had personal info of the person that gave me great info from Direct TV, and someone from Direct TV edited my post. So be aware, AT&T does read these posts. 

Juniper

ACE - Expert

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14.3K Messages

2 y ago

@Johngf 

Well a forum moderator is not providing customer support. They are only monitoring the forum to make sure posts stay within the rules. One of which is not posting personal info, which is for privacy and personal protection. Forum is a sounding board between customers, with little response that can work with accounts as it is not a replacement for customer support.

 

@b_lucky 

Sorry but I cannot do anything with your receipt, I am a customer like you. Though I notice it lists BGW210 which is a AT&T Internet Gateway (modem). DirecTV and AT&T would be different accounts, so I wonder if that is why DirecTV is not counting the return because information only went to one side of the company.

 

What I was pointing out is you said you canceled "back in Nov", but return of equipment was Oct 17. As this is Nov, that didn't make sense. I suspect you meant back in Oct or Sept. Based on that a bill in December should not be for monthly charges. At most it would have any one-time charges (ECF, NRF, or unbilled PPVs found on access card), or a carry over if final bill was not paid in full. Any monthly charges, means account was not canceled when it should have. Though you would have had to speak to the AT&T and DirecTV sides separately as they each have their own cancellation department, so closing one doesn't close the other.

Tutor

2 y ago

Juniper, you have been very helpful with your answers, not only to me, but to other people also. In all my calls to Direct TV I have been very nice and polite to them. Let me ask you this: Have any Sarbanes-Oxley rules been broken? Maybe write my congressman.

Contributor

2 y ago

Cancelled July 26th and was told a box would be sent.  A follow up letter with the same info was mailed to me.  Waited for box which never came and called mid August.  Requested they send out another box since I live 50 miles from closest Fed Ex/UPS.  She said she'd put in a request but kept encouraging me to take it in for shipment.  Box never came so I made a 100 mile round trip to UPS.  Have receipt from UPS as well as email from Direct TV stating they received equipment the next day.  My receipt from USP shows 3 receivers, DD shows 2.  That's not my problem.  The emails about non returned equip started a couple of weeks after that.  I called DD and was put on hold numerous times.  The guy finally told me yes, they did have the receivers and it should post to my account.  Nothing but more emails requesting payment.  Last call I made was not taken because I didn't have my PIN.  No idea why I suddenly have to have something I set up about 8 years ago.  He then wanted my phone number on acct which is an old land line no longer in service.  He said he'd have to call me at that number to assist me.  I asked for a supervisor and he refused and told me I had to go to an AT&T store to straighten out.  I was beyond furious (still am.)  Got a letter from collections.  $70 they say I owe.  My bill actually had a credit for $23 and with the equip charge that is the balance that I DO NOT OWE.  Obviously AT&T is not doing anything to correct this issue.  I have copies of everything and will dispute via mail to the collections company , DD billing dept and the credit bureaus once, which I am sure of, will happen for non-payment.

New Member

Haven't read through the whole thread but they are crooks, plain and simple - canceled service last year, sent equipment back in their pre- designated box - have been fighting about equipment charge for a year, now they have sent it to collections and conveniently changed the charge to a service charge, I canceled and had 6 weeks left to "enjoy the service"because it was already paid. I am disputing the debt and may very well look into some kind of a (Edited per community guidelines) suit as this seems to be a money making scam for them.

(edited)


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