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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

9 m ago

Yes.  I agree.  I retuned my equipment and they are trying to charge me for it now. 

They said I was supposed to have the tracking info? 

I didn't generate the tracking, therefore, when I click on the link to find it, it is now gone. 

What a scam.  Sounds like it's a big money maker for them.

I hope someone with lots of money can class-action sue them.  

Terrible business practices, especially during a pandemic.  

Juniper

ACE - Expert

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14.3K Messages

9 m ago

@atxcustomer 

If you took to a participating FedEx/The UPS Store location (not outreach shipping annex or similar), then you should have been provided a receipt showing what boxes they took possession of. There is not a traditional tracking number as it is a bulk shipment, not individual per customer, per their agreement with AT&T/DirecTV.

The main issue currently is that with short staffing and additional restrictions and cleaning procedures from Covid that returns recently are not processing as quickly as they would normally. Once received and logged in, any non-return fee (NRF) already billed is reversed. Not a scam/money maker, but is an issue they need to address so the NRF can be prevented instead of being reversed after the fact.

New Member

8 m ago

Did you ever get this resolved - and how? I'm in the same boat. Was told today they didn't receive the equipment I mailed out four months ago, and now I've been sent to collections.  I'm worried this is going to screw up my credit! I was told via chat today to wait and see if they receive the equipment but was not told they would remove me from their credit service (credence?). I'm not sure what to do - if I wait another month I'll just end up with another statement from the collection servicer.  So beyond angry (we were a customer for 14 years!!!)

Juniper

ACE - Expert

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14.3K Messages

8 m ago

@vlm081 

Once sent to a collection agency then DirecTV has written off the outstanding balance. You will be resolving with the collection agency at this point. I would consider a BBB/FCC complaint as that goes to the corporate level. Regular agents are not going to be able to do much once it hits the collection point.

New Member

6 m ago

Same problem.  I was originally told they would send out the return boxes for my receiver, bridge, and 3 hoppers.  They all had to be returned.  I didn't receive the boxes so called them back in a few days.  This time, I got the boxes for the hoppers and returned them, but no box for the receiver or bridge.  I called them back again and they said I didn't need to return them.  Ten days later I get a text that my equipment has not been returned.  Frustrating!

shannon02

ACE - Expert

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15.6K Messages

6 m ago

Why are you calling DTV to return Dish equipment?

Juniper

ACE - Expert

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14.3K Messages

6 m ago

@mileskl68 

If you are returning HOPPERS that is Dish Network, not DirecTV.

Dish Network has Hoppers and Joeys.

DirecTV has Genie and Mini Genies.

New Member

5 m ago

Sorry, I had both services.  I should have said Genie, not Hopper.

Juniper

ACE - Expert

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14.3K Messages

5 m ago

@mileskl68 

Understandable as they serve a similar purpose on either provider.

The wireless video bridge (WVB) is an owned accessory so is never returned.

Which model Genie do you have?

New Member

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1 Message

4 m ago

Had the same problem when I signed up w/ them ( At &t)  They sent me equipment I didnt need, said I wouldnt be charged and I wasnt charged. Sent me another piece of equipment I didnt need and I was charged. Ive only been with them a little over a year and have had numerous problems. Last week they charged my accounit, t after I asked them to postpone it and they charged it anyway causing my account to be overdrawn I was told they would refund me as wellas an extra monthly fee as a courtesy and I still havent seen it. I initially spoke to the Loyalty dept re this over a week ago, then again 2 days ago and was told Id see it in my acct in 24-48 hours. Still nothing and this is money I really need

New Member

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1 Message

2 m ago

I have the same problem. Returned my box with UPS and when i called to hook back up with DirecTV they said the box wasnt returned. I gave  a tracking number and i was then told i didnt return it soon enough so DirecTV is charging me 145.00 even though the box was returned! I know im worth a lot more to DirecTV as a customer but DirecTV will not budge. Frustrating. 

shannon02

ACE - Expert

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15.6K Messages

2 m ago

You can try filing a BBB complaint that will be kicked to corporate.


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