New Member
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1 Message
Boxes ruined in a fire
I had a house fire in January 2022. My directv boxes were ruined. I called Directv and told them happened. They told me they would cancel my service because we will be out of our house for awhile. They said I would get a bill for the boxes, but all I had to do was call and they wouldcredit the charge. I did that...six times. I talked to a supervisor. She apologized and assured me it was taken care of. I then received a letter from a collection agency. I responded with a letter explaining why I didn't owe because that was one of the options outlined in the letter. I didn't hear anything for 6 months, so I thought it was taken care of. In the last month, I started receiving collection calls, and I just discovered that it hit my credit score. It wasn't enough to deal with losing my house. Directv had added to my already stressful situation, and now I feel like there is no way to fix it. Obviously, calling Directv is a complete waste of time.
shannon02
ACE - Expert
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20.6K Messages
2 years ago
This is a customer to customer forum with no access to any accounts. You where most likely charged a non return fee (NRF) plus if there where any ECF/ERF for still being under contact when you canceled. You where given bad advise you could have suspended the account for six months then cancel if you still didn't have a place to watch DTV. Best bet now would be to file a BBB complaint to kick it to corporate.
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DIRECTVhelp
Community Support
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254.4K Messages
2 years ago
Hello. We are sorry to know that you are going through this difficult situation. We want to work on this with you and get a solution to your case. Rest assured that we will take a further look into this for you. Please DM us on any social media, such as Twitter, Instagram, or Facebook, so that we can get more details on your account. Maria, DIRECTV Community Specialist
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Glenee
New Member
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159 Messages
2 years ago
Shannon, I know this is not the help you seeked. Is there anyway you could add the cost of the boxes to your insurance claim. It is a cost you would not have had if there was never a fire. I do feel for your loss.
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shannon02
ACE - Expert
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20.6K Messages
2 years ago
The homeowners policy should cover the NRF cost but not the ECF/ERF for canceling while still under contract.
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