Early Termination Fee

[red hazard]

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]

I hate that company with a passion. As if they don't kicked and done you already.


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[red hazard]

I hate that company with a passion. As if they don't kicked and done you already.


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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.

 

[Jimbo]

Red,
There is NO contract extension if its a Defective Replacement ... always been that way ...
Now if you upgraded to a newer model, then there is a commitment involved.

 

[DetFan]

Yep. Now it's up to,you to fight and get it reversed. They don't care.


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[navychop]

Did you dispute it with your credit card company?


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[red hazard]

Did you dispute it with your credit card company?


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Yes. That is why they sent a followup "Final Notice" letter. I just wish I could talk to someone with DirecTV with an IQ above a piss ant. If I don't pay, I'll probably take a hit on my credit rating.

 

[red hazard]

Red,
There is NO contract extension if its a Defective Replacement ... always been that way ...
Now if you upgraded to a newer model, then there is a commitment involved.

No upgrade. They replaced one Neanderthal HR24 with another identical one.

 

[Jimbo]

No upgrade. They replaced one Neanderthal HR24 with another identical one.

Then there should be No Commitment ....
Call them back and remind them of that.

 

[red hazard]

Then there should be No Commitment ....
Call them back and remind them of that.

I was on the phone for an hour and made no progress with the CSR in billing. I guess I need to write a letter to the BBB and the AG.

 

[red hazard]

Does someone know what the main address for DirecTV is? It's required on the Illinois AG consumer complaint form. Thanks

 

[Jimbo]

Does someone know what the main address for DirecTV is? It's required on the Illinois AG consumer complaint form. Thanks

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 ...

 

[rad]

You might want to go to arbitration, see https://www.att.com/esupport/article.html#!/wireless/KM1045585. I had good luck getting a billing issue resolved going that route.


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[DS0816]

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.

 

[Claude Greiner]

Attorney general gets results with both Dish and Direct.

They both hate attorney general complaints

 

[red hazard]

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]

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.