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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

1 年前

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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16.2K Messages

1 年前

@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

1 年前

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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16.2K Messages

1 年前

@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

1 年前

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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16.5K Messages

1 年前

Why are you calling DTV to return Dish equipment?

Juniper

ACE - Expert

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16.2K Messages

1 年前

@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

1 年前

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

Juniper

ACE - Expert

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16.2K Messages

1 年前

@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

1 年前

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

9 m前

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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16.5K Messages

9 m前

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

New Member

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1 Message

4 m前

I’ve had DTV for 13 years and I could not get internet in my area. I’m an hour to an hour and a half between Philly and NY. (Edited per community guidelines)

A month ago I bought another smart tv for my BR and had them install a mini Genie up there.

The billing is so inconsistent I finally called to cancel service and had a local company RCN add wifi here.

So DTV wouldn’t turn off the cable until today Easter Sunday bc today is the end of their billing cycle. The woman that I spoke with after answering all sorts of questions turned on me when I suggested them that cable was no longer good for me nor my tight (disabled) budget. The attitude she was like Jekyll & Hyde. I asked her why and she kept telling me there was no change in her attitude, all the hearing her baby screaming. I gave her some credit by pointing that out and telling her I understand how motherhood could be a difficult position at times. Nope it was all about my request to giving up on DTV and then since I was leaving I’d have a early disconnection fee of $220 bc of the recent mini Genie I had installed. (Edited per community guidelines) 

I learned from DISH years ago to never give them my payment directly.I use my online banking to pay all my bills. Why… bc the reason I switched to DTV.

i had an installation specialist putting a router in my house 14 years ago and my mail came. My rent went up $75/mo so I told the man to stop everything. He hadn’t installed the router yet and I explained the situation to him. He was gracious. DISH wasn’t bc after sending me a bunch of EARLY TERMINATION notices they went one step further. Two years prior I had ordered a movie and back then you paid it up front. These MFers went back and found my debit card number and ran a $423 payment for my early termination that had never been installed.

They went another step further and sent me a box with everything necessary to return their equipment including tape. Then they tried to charge me a month later for non-returned equipment. REALLY?!!! Like I kept it….what is wrong with these ppl. I had already removed that card for a new debit card and new number.

Today good old ATT/DTV will try to do the same but I paid my last bill in full early. 
they told me to take the 2 DVRs, the old one not to bother) and hand them to UPS personnel for free return. Today I got an Email from DTV to just recycle the DVRs and not worry about anything else.

I’ll get an EARLY TERMINATION bill you wait and see and once I return the equipment to UPS they will charge me for not returning it as well.

DONE WITH CABLE AND DISHES ON MY ROOF.

HAPPY EASTER EVERYONE 

(edited)

Juniper

ACE - Expert

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16.2K Messages

4 m前

@Tinkterese 

I’ve had DTV for 13 years and I could not get internet in my area.

DirecTV is not an internet service provider (ISP). Has nothing to do with internet availability where you live.

So DTV wouldn’t turn off the cable until today Easter Sunday bc today is the end of their billing cycle. 

To be clear, that is your billing cycle. All customers bill cycle is based on when their original install date, it is not the same cycle for all. Updated in January 2019, DirecTV does not prorate the final bill so cancellation goes through at the end of your cycle. This has become the standard for many service providers.

The woman that I spoke with after answering all sorts of questions turned on me...

Customer service is a stressful job. Not an excuse for the agent of course, but some handle it better than others. If you feel they cross the line, then request a supervisor.

...all the hearing her baby screaming.

This is the issue with work-from-home since the pandemic. There is no separate of personal and work. Plus who all can see their computer? (friends, family, visitors, etc.). I get a new home and a room to be a private office or such will be something I look for in case I have to do any remote work for my job.

..since I was leaving I’d have a early disconnection fee of $220 bc of the recent mini Genie I had installed.

All upgrades of equipment, including adding a TV, come with a 24 month service agreement. If you cancel, you are billed an early cancellation fee (ECF) valued at $20 for each month remaining. But as you got the Mini Genie a month ago, than at 23 months left it would be an ECF of $460, not $220.

I learned from DISH years ago to never give them my payment directly.I use my online banking to pay all my bills. 

DirecTV requires all customers who start service to provide card info, even if you are not on auto pay. That and any payment method provided later is kept on file for lifetime. This is so if you cancel and do not pay your final bill leaving an outstanding balance, then they are authorized to bill any payment method you have used with them for what is left. Even using your online banking doesn't prevent that.

When you took your boxes to UPS, I hope you kept receipt showing they took possession. If you got an email to recycle all boxes, I would hold onto that as well. Sometimes UPS takes old boxes that are non-returnable, so I assume DirecTV has an in-house recycling program or depending on models might try to refurbish them.

In the end the ECF will be valid by having another box installed. But as long as no issues with the return, then there should not be any NRFs. Keeping payment info to collect outstanding balances is normal with many companies.

New Member

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2 Messages

4 m前

Agreed with you about the bad customer services.


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