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Direct TV said no charge for cancellation, charged cancellation fee, refuse to return it until 8 wks have elapsed.

When I signed up for Direct TV, I asked about local channels and was told that was part of the package. I asked about cancellation fees, and was told that there would be no cancellation fees if I cancelled within 1 week. After the equipment was installed, no local channels!! Customer service said it was available only with additional equipment and more charges. So I cancelled Direct TV less than 24 hrs after it was installed. I asked at the time if there would be any fees if I cancelled and was told "No" since I had cancelled within a week of installation. A week later, my credit card was charged $452 cancellation fee. When I called, I was told that Direct TV's policy is that if an account is cancelled within 15 days, there is no cancellation fee. Since they had charged me against their own policy, the customer service rep "escalated" my complaint and that my request for a refund would probably be granted within 7-10 days. Not hearing anything, I called again. I was told that the refund had been improved, but company policy is that nothing would actually happen for the actual refund for 6-8 wks. I was refused the opportunity to speak to a supervisor. "My supervisor's supervisor will tell you the same thing. It will be up to 8 wks before the refund transaction happens with your credit card company."
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  • I’m horrified and disgusted
    This is very similar to the experience i had. our service broke, we had 3 separate visits that we stayed home from work to accomodate, all were unsuccessful, they quoted us a thousand dollars for a new dish and running the wires, then we cancelled. They have still been sending us invoices (3 months after our service stopped working, and they are charging us a $400 cancellation fee and making us return the two $200 each DVR boxes we bought at Circuit City. I am switching to free online tv like hulu
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  • I’m frustrated
    I have a similar situation.

    Our account was set up with Direct TV's partner -- AT&T. We were told emphatically (no doubt by an unscrupulous employee who wanted to make a sale) that there was no contract. This fact has been verified through retrieval of the recording and confirmed to DirectTV. I instructed DirectTV to only cancel the account if the early termination fee would be waived. I was not present on the phone call (between an AT&T manager and DirectTV) that resulted in the account’s cancelation. Two DirectTV representatives (one before we canceled, and one when we disputed the fee that did in fact show up on our bill) have told me that the fee would be waived.

    And yet... some eight weeks later, this is still an open issue. Direct TV now insists this is a "valid fee" that can only be disputed by letter. It doesn't matter that the account was set up on the basis of a lie and it doesn't matter what their representatives have promised me.

    Thankfully we canceled the credit card number that Direct TV had originally been given.... so we're not fighting for a credit card refund... just for a waiving of the fee.
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  • I’m frustrated
    My husband was also told by Direct TV Sales Reps. and installers that he had 15 days in which to cancel Direct TV without charges. But then he was charged $460 cancellation fee when he called within the trial period, and to compound this he was was given equipment for a 18 months contract but is now being told he has a 24 months contract. What a trap!!
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  • I’m annoyed
    We are having the same problem... we JUST signed up and are not satisfied with our promised services so we want to cancel. They are giving us the run around and transferred us to a closed department... has anyone found a solution to this cancellation BS?? Direct TV is a hoax... I advise anyone to steer clear... really, it's not worth the headache.
    • I did two things at the same time that seemed to get their attention:
      1. I wrote a detailed letter to Direct TV, disputing the fee.
      2. I filled a complaint with the Better Business Bureau
      The "Office of the President", that can actually make these judgment calls, called me.
      You might also search for the number of this office (wish I still had it). The people there are much better at dealing with "problem customers" such as ourselves, and have the authority to actually make decisions in our favor.
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  • I’m pissed!!
    Surprise, surprise...Same Issue. I canceled service after about a week, because DTV would not apply the refer a friend credit. At the time of cancellation I was told there would be no cancellation fee. A couple days later, I noticed a charge for $459.80 on my credit card. I called customer service and they told me that I shouldn't have been charged since Georgia was one of the states where the disconnect fee was waived. They said I'd receive a refund for the cancellation fee. 2 weeks later, no refund. I called customer service, they told me when accounts are no longer active all credit card info is deleted and I would receive the refund in the mail (can't believe I fell for that one!!) 2 months later no refund. I called DTV and Hector (emp#367692) who was the floor supervisor, told me that I was not entitled to a refund and that although he did see that I was given the wrong information on multiple occasions, that I should've read the terms and conditions that were mailed to me instead of relying on DTV customer service. (WTH???) I called back and was told that the only way I could've avoided the early cancellation fee was if i cancelled within the 15 day grace period and since my account was active for 16 days the charge was valid. I was transferred to the "billing dispute dept". I explained my situation and was disconnected. I called back and asked for the "billing dispute" dept and received another cs agent, whom told me the charge was valid so I asked to speak to a supervisor, she said she would locate one..placed me on hold...I was disconnected. I refuse to give DTV $459.80 of my hard earned money. I WILL find a way to get this un-authorarized charge refunded and will post a solution!
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  • Oh my Lord, same problem with my dad!!!!! However, no help to most of you, but I'm sure you will be glad to know that I cancelled my credit card before they could charge me the 450 dollar cancellation fee for my dad's service!! Ha!! Now the ball is in their court to try and collect from me and they won't see a dime because if anything, they owe us money for all of their dishonesty, representatives in 50 different states and not one of them agrees with the other, what a miserable company...Get your @$%@%#@$%#$ together Direct TV, but even if you do, you won't have my dad back, and as soon as my contract is up, I'm leaving too!
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