DirecTV Complaint

poor customer service

yorst's Picture Reviewed by yorst
Complaint 		 0

Just got off phone with Directv after canceling their service, they sent one Fedex box to return a DVR receiver an another standard receiver. Both would not fit into the box, so I packed the DVR receiver and arranged pickup, then called 1800Directv; their customer service representative had me open up the card flap and read the RID # to him, then stated it is not to be returned. Seeing the paper they enclosed in the Fedex box, specifying the receivers are to be returned within 7 days or I'll be charged $470 (took 3 days just to arrive on our porch to begin with!)--I then asked if they would send me an email or letter confirming it didn't have to be returned--repeatedly got can't do that.
Called their Consumer Advocacy Team at 866-785-5537, spoke with "Milana" about their CSR informing me that the standard receiver was not to be returned, but refused to provide any verifiable communication, so if I'm be billed $470 for something I was told not to return, I have some documentation that it was not to be returned.
She told me that both the DVR receiver and other receiver are leased so both need to be returned, just place both in the box and send them back--informed her the box they sent is only big enough for one of the receivers (i.e. as packed per enclosed instructions). When I told her what their previous CSR told me about it not having to be returned, again she emphasized both had to be returned and requested to confirm my address to sent another box; I asked her to send a confirming email, which she refused and said they couldn't. Then I asked she escalate this and she stated there's noone else to escalate it to, she's a "supervisor", and stated she couldn't escalate this further, and couldn't send any email as verifiable communication; I told her their CSR told me the exact opposite of what she is now telling me and I don't want to be responsible for $470 due to their mistake.

My wife then got on the phone with her, confirmed our address and put it on the speaker when "Milana" now told her that it didn't have to be returned, just the DVR receiver. My wife then asked the "supervisor" if she would send an email to confirm a return box was just now being sent to our home for this receiver, "Milana" stated she couldn't.
When my wife then asked "Milana" to identify herself, she was told "Milana #R8762 President's office", and told "Milana" since they couldn't send anything to verify this, then my husband will do what he has to do.

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