Service Agreement Help

[leenga]

I called today to cancel my account because I'll be moving and my boyfriend already has Comcast so I won't be moving my DTV.

I am a long, long time customer of DTV.

They are telling me that I'm still under a service agreement and that I'm looking at $240 if I cancel.



I didn't think I was under any service agreement.

They told me that I added a 12 mo. agreement back in Jan 2008 for taking advantage of a AAA promo. I do remember that, but I figured that would have been done by Jan 2009.

The problem is that they show I entered into a 24 mo. agreement in Oct 2007 when I added a DVR to my account. This part I DO NOT remember (that is not to say that it is not possible).

The problem is that they say when I did the AAA promo that it extended my agreement 12 mos on top of the 24 mos, so that it is 36 mos from 10/3/07.

Anyone have any experience with this or can you offer me any advice?

Edited to add:

In reviewing my account I realize that in Oct of 2007 I did not actually add a DVR, what I did was move. On my account history it shows as "Movers With Commitment". In reading info on here, it seemes that there is not supposed to be a commitment with Movers Connection??

[sddtvtech]

I know when i added a HD or HDDVR to my account, they automatically extended my contract 2 years. they didnt even mention it when i was activating them.


Best Bet is to as Stonecold what to do. he works in Bilings Dept and me may have an answer for you.

[susanandmark]

Very typical DirecTV behavior. There are several threads here about it. No notice. No explanation. No proof and they still say you're under contract and, if you let them (i.e. give them the info), they'll take the funds they CLAIM to be owed directly from account, without notice.

See: http://www.satelliteguys.us/directv-...ermission.html (Bank account accessed without permission)

... And: http://www.satelliteguys.us/directv-...e-directv.html (Deceptive and Nonresponsive DirecTV)

[vurbano]

yup. Its their infamous method of obtaining customer satisfaction and low turn over.

[leenga]

just to update on my experience:

I sent an email to customer service saying that I do not understand how I can be in a 36 month contract.

Then I went home and dug out my paperwork from my move in Oct 2007. They actually did have me sign a lease agreement at that time that was for existing customers getting a new receiver and it did say 24mo for a dvr. Shame on me for blindly signing it. The fact of the matter is, at the time of the move, I got no new equipment, it was all equipment i brought from my previous residence and in fact was all equipment that I actually owned. They should never have asked me to sign that paper and I never should have signed it.

That being said, I received a reply from customer service. First they said they were forwarding my inquiry to a specialist for special handling.

The reply I then got from a "resolution specialist" said
"Thank you for writing. I'm happy to assist you. I reviewed your account extensively and confirmed that the current agreement was only to be 12 months. As such, you will not be held to the current 36 month agreement on your account. Please know that if you enter into any new agreements, they will remain valid."

I haven't called yet to try the cancellation again and see if they removed the agreement.

[stonecold]

See if they did do what they asked then I like to point out to people like susanandmark and hemi that unlike what they want to believe we do no intentionally screw over customers.

[susanandmark]

See if they did do what they asked then I like to point out to people like susanandmark and hemi that unlike what they want to believe we do no intentionally screw over customers.

Perhaps not this one. (And, for their sake, I hope not.) But it's hardly unprecedented. (And, BTW, I don't think it's you--the DirecTV person posting here--personally doing anything to anybody.)

It's not "what I want to believe" it is, in fact, what has happened to many longtime, loyal customers. Me included.

[stonecold]

cough cough bullshit cough cough

Directv does not intentionally screw over customers. Customers screw over themselves. The company can be wrong at times but it not intentional.

[susanandmark]

Customers screw over themselves.

Yes, that does sound like the DirecTV party line, complete with the profanity I redacted from your original post in my quote.

DirecTV imposes high fees, unconscionable terms and lengthy, completely unnecessary contracts that are automatically renewed, usually without notice to the customer, at regular intervals to keep their customers "under contract" and unable to leave, no matter what they do. That IS the way they have elected to business and it's, extremely consumer unfriendly and completely intentional.

[yorktown]

cough cough bullshit cough cough

Directv does not intentionally screw over customers. Customers screw over themselves. The company can be wrong at times but it not intentional.

Nice use of profanity. Very nice reply.
cough cough jerk cough cough