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lhitetx1's profile

Teacher

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41 Messages

Thursday, March 23rd, 2023 8:18 PM

being charged for device i don't have

i am getting charged $5/mo. for a "device" which i don't have and never have had.  this has been going on for over a year.  i've called the 800 number three times, and each time they manage to get a credit issued for the payments i have made, but they don't remove the device from my account, even though they assure me they have.  how can i get this corrected?  obviously calling the 800 number is not the answer.

ACE - Expert

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14.1K Messages

1 year ago

what device is this??

ACE - New Member

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5.1K Messages

1 year ago

It is the pay-off fee for the DIRECTV STREAM Osprey Box.

@lhitetx1 

the only recommendation we as customers like you on a public forum can recommend is trying to call in again and explain your situation. You may also try a BBB complaint.

Teacher

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41 Messages

1 year ago

calling the 800 number again would be the proverbial definition of insanity, right?  and i'm guessing the BB complaint suggestion is sarcasm.

so what exactly does this "Osprey Box" do that my DirecTV Stream app on my smart TV doesn't do?  given that the app has about as much functionality as an MS-DOS v1 program, maybe i just tell them to send me the device i'm paying for.

ACE - New Member

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5.1K Messages

1 year ago

No, not sarcasm, I am being serious with you. 
The Osprey Box offers a more handy remote that is similar to that of cable/satellite, and it additionally is much faster than any other comparable streaming device for the DIRECTV STREAM service.

Teacher

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41 Messages

1 year ago

ok, thanks.  i might just give the box a try.  although i suspect if i do get one, then i'll start being billed for two devices.

ACE - New Member

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5.1K Messages

1 year ago

It depends on whether you pay the fee upfront ($50 refurbished or $120 new) or decide to pay the box off monthly $5. 

ACE - Expert

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20.6K Messages

1 year ago

@lhitetx1 

calling the 800 number again would be the proverbial definition of insanity, right?

Calling back a 2nd time, even requesting a supervisor, would be well within the realm of sanity. But to keep doing so with no change or follow-up would not be advised.

i'm guessing the BB complaint suggestion is sarcasm.

Not at all. This is a valid suggestion. If over the phone cannot resolve it, and no other guidance can be found on the forum, then BBB is the way to go. It sends the issue to the corporate level which usually results in them contacting you. It is just advised to have exhausted your other options first.

so what exactly does this "Osprey Box" do that my DirecTV Stream app on my smart TV doesn't do?

The box is built specifically for DIRECTV STREAM, not simply a generic streaming device. As such it normally functions faster than the other options. Though their box or other streaming devices (Roku, Firestick, etc.) work better than a 'smart' TV app in the first place. This is because those TVs tend to have minimum processing for the apps and often are behind in updates, or eventually no longer update (as they want people to buy new TVs).

Beyond that, the DIRECTV STREAM box has a more traditional remote. Since it functions with TV channels, a lot of people prefer having actual numbers on the remote.

Community Support

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20.3K Messages

1 year ago

Hello lhitetx1, we're here to help you and want to make sure that you stop getting this charge for a device you don't have. Please, send us a DM, so we can further assist you and find a resolution for this situation as soon as possible. Juan, DIRECTV Community Specialist


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