direct tv Complaint

Poor Service, $300 Cancellation Fee, Won't refund money owed - Direct TV HD

loopsandsticks's Picture Reviewed by loopsandsticks
Complaint 		 0

Early last year we purchased HD services from Direct TV . Throughout the remainder of the year we realized that we were not receiving the full service. We contacted Direct TV and they chose to handle the issue by installing the proper HD dish, yes, it requires a special dish and installation and paying us back for the lost service through free HD for one year and 6 months free of movie channels. The first installation of the new dish did not work and we had to get another service call in to fix a poor installation. We are now moving to a different area in town and the new house cannot receive a satellite signal. We were informed of this by the previous tenant and owner of the house. I called to cancel our Direct TV account. I was informed of an outrageous $300.00 "cancellation" fee. I explained that we have been customers for 7 years and asked if they could waive the fee. I was refused. I reminded them that they still owed us money for the lost service concerning our HD channels and asked that they deduct this amount from the "cancellation" fee. I was told that they would not refund me the amount because I should have kept contacting them to fix their broken service. They informed me that the most they could refund is $25.00. We are still held responsible for paying the $300 cancellation fee. I escalated the issue to the manager and he did not listen to my explanations, finally at the end he agreed to try to get our service refunded and said he would call me back. He never called back, in hindsight it's obvious he did it to get off the phone. When I called to follow up, no one was able to connect me to him, and he did not document our conversation or his "promise" to try to get us the refund. I am never going to use this service again.

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