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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.  

New Member

2 y前

I have been going thru kind of the same thing. I have called the 1-800 number from 9-11-19 thru 1-11-20 and was told each time the return box will be sent to me within 7 days as of 4-11-20 I still have not received the box or return instructions. Today I received a letter from a collection agency for the rental charge for 7 months. I wonder how many other past customer's have have this happen to them. Directv used to be a good service till greedy AT@T took over. They expect customer's to keep up there end of the deal but why can't they as a company? At this point so far all I learned is at least Jesse James had a gun. AT@T doesn't but still blemished my credit report which also hurts. I quess the next step is to contact the New York State Attorney General.

New Member

2 y前

I moved in August 2018 and cancelled Direct TV. I took equipment to UPS for return. I receive an email from Direct TV asking for equipment to be returned months later. I called and then informed me that sometimes it takes a few months for the warehouse to update returns. Next, I get an email from a collection agency. They tell me I owe $25 and the account has gone to collection. I immediately pay (AMEX) the $25 and call Direct TV. They tell me they will refund the money. Recently, I apply for a refinance of my mortgage. I'm told my credit rating ( previously at 800+) is now at 680 b/c of an account that went to collection. I contacted Direct TV and they would make a note on my file that it has been resolved but I would have to contact the collection agency to have it removed. I contacted SEQUIUM ASSET SOLUTIONS, LLC and they told me there was nothing they could do. Now what?

New Member

Go online and get a free credit report from one of major three credit agencies. Go thru the list till you find Seqium Asset Solutions at this point you will find an option to dispute this claim. You usually have a max of 250 characters to give a brief discription of your dispute. They in turn will take this off your credit report while the dispute is in progress. In part of there investigation they will contact AT&T/Directv and they will have to show just cause for turning this over to a collection agency. In return if all is well this item will be removed from your credit report and collection process.

New Member

Thank you for the suggestion. I have filed a dispute with Equifax. The fee involved from Direct TV was $25. Why they felt compelled to go to collection over this insignificant amount is ridiculous. Why can't Seqium Assest Solutions simply remove the notice from my credit. When I look at my credit reports- all show my rating 800+. Evidently the mortgage companies obtain a different report?

New Member

They all receive the same report ,but a large percentage of part of the evaluation for the end score is bills in collection. The 25 dollars seems small to us but multiply that by potential thousands and it become a considerable amount. It still boils down to the fact that at least Jesse James had a gun when he robbed you.Unlike AT&T/Directv.

New Member

2 y前

I had to cancel my Directv service due to moving to a community that did not accept the service. I returned equipment 4/2018 and recently found out I have a balance on my old account of $873; i've called 5 times over the past 3weeks to get this resolved and was referred to a collection agency who has no information as well. I would not have found out about this had i not considered changing my mobile service to ATT. I was blind transferred to a rep who was friendly but unable to assist. I called to get information of the recovery kit that was initially mailed to me because you'd think that information would be attached to my account, or else how would you know what corresponding equipment needs to be credited. This has been the worst 24hrs, a billion dollar company does not know what happened to my shipment, no one wants to take responsibility.

New Member

I have found thru my experiance with AT&T/Directv that there customer service reps are not very well trained on company policy. I haved talked on the same day to two different reps about a question and received two different answers. If I were you I would go online line and get a free credit from one of the three major credit agencies and see if this item shows uo on your credit report. If it shows up AT&T/Directv will have to give them all the information they have to warrant this action. In return the credit reporting agency you filed the dispute with will make the information available to you. Fedex is the prefered return agent to use for them and you as the return items are scanned and recorded right away to AT&T/Directv and you get a receipt right away.You don't have to wait till they receive items on other end and eliminates lost shippments.

New Member

2 y前

I am facing the same issue. Did you ever get yours resolved?

I have called 7 times. The last 3 times I have been hung up on.  I'm about to take legal action as it is now a monthly fee on top of the $135 fee.  It's over $200 monthly racking up.  

Juniper

ACE - Expert

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16.2K Messages

2 y前

@bandychick6 

Hopefully you kept your receipt from The UPS Store or FedEx showing they took possession of the box. Call DirecTV and when you get the voice system say "cancel". That way you get to talk to a retention specialist who is usually more experienced then many front line agents. If needed request a supervisor.

You mention a monthly fee on top of the $135 (I assume the NRF based on that amount). Do you mean a late fee or something else? If a late fee, the bill remains valid until such time as they adjust it. So bill is expected paid in full and if needed later corrected. That is how many companies work as there is no hold on a balance you disagree with.

If over the phone they cannot resolve then the next step would either be a BBB complaint or per the Terms of Service you are required to use binding arbitration as opposed to any other "legal action".

New Member

2 y前

@Juniper  Thank you for the guidance. 
I had been speaking with a human each time I had called.  Today I finally got through to a supervisor and the manager of the supervisor.  It only took about 2.5 hours of my Saturday with that manager to get the situation resolved....(of course, 4 calls later....). At least it appears I have resolution - I was told it will take some time for the credit to show up on my account...which I heard before too....so, I’ll give it a few days, then see if it actually hits.  Thanks for the guidance.

New Member

2 y前

The same thing is happening to me right now, and I'm being harassed by email and by phone voicemails. I returned my equipment to the post office on January 7, and followed the tracking number until it was received by FedEx on the 13th. The return box was sent to me and I dropped it off at the post office because there isn't a UPS or FedEx store in my town. Now I am told I owe a non return fee...what a scam.

Today while at work I received a message with a phone number, 1-844-298-6175 and was told they could help me if I had concerns or questions. I called twice after work, waited on hold both times, and was disconnected both times before speaking to anyone. Can anyone suggest what to do to make this stop? 

New Member

2 y前

My problem was a little different. They kept telling me they would send me a shipping return box.It was the same response I got from them every month I called for six months. Finally they turned it over to a collections firm.When I called the collection firm they are the ones ones that told me I could take my items to any ups store and ups would return the items to Direct tv/at&t free of charge to me. I did this and the minute ups scanned my return equipment the 6 month ordeal was over. For your problem I would follow the trail of tracking numbers you have and try to get answers as to what happened to your returns from the carriers that were involved.

Juniper

ACE - Expert

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16.2K Messages

2 y前

@Bonnie  

I would follow the tracking further. Being passed from USPS to FedEx doesn't mean it has been delivered to DirecTV yet. If FedEx shows delivered then contacting DirecTV to resolve first and if unsuccessful then the BBB. However don't trust a call you received as DirecTV is inbound support only, so those calling you are normally scams. Now if it shows FedEx took possession but no further tracking updates, then contact FedEx.

Not a scam. Problem is they were still smoothing out the integration of the return process when Covid hit. Now all shipping for anybody has struggles. Because of that, there was a temporary extension for return time frames but that had completed. Would be nice if they kept that extension going a bit longer while shipping timelines return to normal.

New Member

2 y前

Going through this exact issue at the moment! Except a year later... have not had a call or email since the box was returned now it is a derogatory mark against me on my credit NEVER AGAIN!!  I will also be cancelling my 10+ year Att phone account if not resolved 

New Member

2 y前

Dealing with the EXACT issue right now! Has been a year since the devices have been returned.   Have not heard one work about it until I happened to check my credit score with my first derogatory mark.. was originally told an equipment box would be sent. After never receiving the box I called back and was told they had no idea what I was speaking of & that I can return it in any box I wish. Did that.  I have now called 5 times.  First the 196.00 I owed was due to missed payment for November I. December but 2 minutes prior a comment was made that I had discontinued service in October? Bye my 5th transfer I was told I would have to

contact the collections agency who then sent the bill back to direct tv.   I followed up days later & was told I would receive a call in 2 days. I never received that call.   So I called AGAIN and was told another 3 days I have now received an email stating my request was denied Bc they can not find the device and after a year I do not have the UPS SLIP.   Service was cancelled due to TERRIBLE customer service (Edited per community guidelines) channels. I will be canceling my 10+ year service with my  ATT phone plan when I find MORE TIME to call 

(edited)

Tutor

1 年前

I am going through the similar issue right now. I would like to thank @Juniper for the BBB idea. If my issue is not resolved , I will definitely open the BBB case against AT&T not FedEx.  Now I would like to comment on the following statement of Juniper:

Being passed from USPS to FedEx doesn't mean it has been delivered to DirecTV yet

FedEx is the method/way AT&T suggests to return the equipment. If I provide valid FedEx receipt,  AT&T must follow and check it with FedEx, not me. After bad experience with many AT&T customer service reps, I would definitely assume that the problem is not with FedEx,   but with AT&T. Still multiple BBB cases against AT&T would probably make them change their ways, so I recommend to everybody  doing this. Juniper, thank you for the idea.

New Member

1 年前

I agree. I returned the At&T Direct TV bundle service. They promised me a check in the mail. It has been 2 months and still no check. Hours of calls to customer service and all they do is send you to different departments and make you wait. These people are working the system stealing from customers

(edited)

Juniper

ACE - Expert

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16.2K Messages

1 年前

@superjedi2k12 

I returned the At&T Direct TV bundle service.

You can't "return" a bundle and/or service. Do you mean you returned DirecTV equipment (i.e. receiver/client/set top boxes)?

They promised me a check in the mail. It has been 2 months and still no check.

If you were charged a non-return fee (NRF) for equipment coming in late, then that should have been reversed upon equipment being delivered provided it wasn't too long after (usually after 90 days and NRF stays). Otherwise there is nothing to refund as anything paid for equipment is non-refundable once you are installed/activated. Also services do not prorate, so you pay for the entire service month regardless if you used 29 days or 1 day into the month. If either of these are not your situation, what are you expecting a check for?

(edited)

New Member

1 年前

I am having the same issue. I have talked to 6 managers in the past 60 days saying they will be adjusting the account, 2 of those managers said they would give me a call back in 48 hours to give status updates and of course neither have called back. This has been an issue since may 2020. It has been almost an entire year. This has been sent to collections and is on my credit. At this point it seems like fraud. I also have given my reference number from my ups receipt.

(edited)


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