Early Termination Fee

red hazard

Thread Starter
Supporting Founder
Supporting Founder
Oct 13, 2003
557
7
St Louis Metro East (Illinois)
Back in Nov 2018 my HR24 quit working so I called DTV to get it replaced. A few days later, I got another HR24 and went through the lengthy activation drill. In Aug2019 the 2nd different HR24 shot craps and I called DTV and threatened to quit and got retention but I quit anyway. The retention person threatened an ETF which did not make sense because I had been with them for at least 8 years and an ETF did not apply after 2 years. Well, I got a 300 dollar ETF charge on my CC account. On 5 SEP I talked to a CSR who said he would take the charge off the DTV account. Yesterday I got a "Final Notice" letter and I talked to billing today and she (CSR) claimed because I had the HR24 replaced back in Aug that a new 2 year contract went into effect. THis does not make sense as all old receivers are going to fail and they did not upgrade me. The person I talked to to get a replacement receiver (tech support) never mention a new 2 year contract. If customers without service due to a defunct old receiver were told that to get a like replacement receiver, would get a new 2 year contract, most likely they would quit on the spot. Anyway, does a receiver replacement automatically start a new 2 year contract even though there is no upgrade involved? Also, talking to people at AT&T is like talking to a tree stump. Who can I go to to get this straightened out?
 

DetFan

Pub Member / Supporter
Pub Member / Supporter
Feb 27, 2006
1,995
106
Livonia, Michigan
I hate that company with a passion. As if they don’t kicked and done you already.


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red hazard

Thread Starter
Supporting Founder
Supporting Founder
Oct 13, 2003
557
7
St Louis Metro East (Illinois)
I hate that company with a passion. As if they don’t kicked and done you already.


Sent from my iPad using Tapatalk
It doesn't make sense. Suppose you are in a new 2 year contract and your receiver craps out after 1 year. If its AT&T policy to start a new 2 year contract if you replace the receiver then you have 2 choices if you do not want to extend the contract. Quit and pay a 1 year ETF or continue to pay your DTV bills for a year even though you cannot watch anything. I do not think the billing CSR is correct.
 

DS0816

SatelliteGuys Pro
Lifetime Supporter
Jan 24, 2006
525
59
Did you try the Loyalty dept OR the office of the President as was mentioned earlier ?
Before you waste your time with the AG route .

The CSR's never have the authority to do much ...
This is what needs to be followed,

Talking to just any representative will not solve a problem like this.

A customer needs to get tougher on this issue.
 

red hazard

Thread Starter
Supporting Founder
Supporting Founder
Oct 13, 2003
557
7
St Louis Metro East (Illinois)
Attorney general gets results with both Dish and Direct.

They both hate attorney general complaints
Agree and that is the route I am taking. It was retention that threatened the ETF but since the contract ~8 years ago did not specify exchanging defective equipment would incur a 2 year extension, I ignored her verbal threat as she was PO'd that I was quitting despite her attempts. I wonder if they do that in a more recent agreement contract(?)
 

red hazard

Thread Starter
Supporting Founder
Supporting Founder
Oct 13, 2003
557
7
St Louis Metro East (Illinois)
Did you try the Loyalty dept OR the office of the President as was mentioned earlier ?
Before you waste your time with the AG route .

The CSR's never have the authority to do much ...
Loyalty verbally threatened the ETF. Where was it mentioned earlier?
The AG needs to know about their shady practices. Since I am both a Vet and a Sr Citizen, the Illinois AG will give my complaint priority. I am also contacting Consumer Reports as they are currently investigating issues like this.and AT&T needs the publicity.
 

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