I only had one visit but got charged for 3?
Was told over the phone and in chat repeatedly that the fees would be refunded but nothing has been done in 2 weeks!
chat:
| Hi there!,
As requested, here’s your recent chat transcript. Please do not reply to this message. All replies are automatically deleted.
|
General Information
| Chat Start Time |
Chat End Time |
Chat Duration |
Operator |
Interaction ID |
| Oct 13, 2023 14:29:59 EST |
Oct 13, 2023 14:47:05 EST |
00:17:06 |
Jerry |
INT-va1appis21-1697225398851-159 |
|
ChatBot (14:30:01 EST) : DIRECTV: Hi, I’m EVA, your Virtual Assistant! How can I help you today?
DIRECTV: If you are a DIRECTV via Internet (STREAM) customer and experiencing freezing with your DIRECTV device, perform a factory reset by holding the red button on your device for 20 seconds. It may require multiple attempts.
DIRECTV: If you don't see your issue below, type it in a few words.
Visitor: Other issues
DIRECTV: I work best with short phrases. Type your issue below in a few words.As an example, I understand phrases like "pay my bill" or "I see an error code".
Visitor: error in bill
DIRECTV: If your billed amount is incorrect or if you received the wrong bill, then it'd be best if a chat agent helps you with this.Would you like me to find an agent?
DIRECTV: Select an option:
Visitor: Find me an agent
DIRECTV: Thanks for hanging in there! So sorry that didn’t work.
DIRECTV: Let me connect you with a live agent to help you with this.
DIRECTV: Hi, I’m EVA, your Virtual Assistant! How can I help you today?
DIRECTV: If you are a DIRECTV via Internet (STREAM) customer and experiencing freezing with your DIRECTV device, perform a factory reset by holding the red button on your device for 20 seconds. It may require multiple attempts.
DIRECTV: If you don't see your issue below, type it in a few words.
Visitor: Other issues
DIRECTV: I work best with short phrases. Type your issue below in a few words.As an example, I understand phrases like "pay my bill" or "I see an error code".
Visitor: error in bill
DIRECTV: If your billed amount is incorrect or if you received the wrong bill, then it'd be best if a chat agent helps you with this.Would you like me to find an agent?
DIRECTV: Select an option:
Visitor: Find me an agent
DIRECTV: Thanks for hanging in there! So sorry that didn’t work.
DIRECTV: Let me connect you with a live agent to help you with this.
Jerry (14:30:06 EST) : Thank you for contacting DIRECTV, my name is Jerry. I'm happy to help.
Visitor (14:30:06 EST) : hi
Jerry (14:30:11 EST) : May I know who do I have pleasure of chatting with?
Visitor (14:30:21 EST) : Hi I'm Darla X
Jerry (14:30:45 EST) : Hi Darla! how are you doing today?
Visitor (14:30:57 EST) : Good Thank you
Jerry (14:31:25 EST) : You are most welcome. So Darla! How can i help you today?
Visitor (14:31:52 EST) : I have a mistake on my bill,. I only had someone come fix my service 1 time but I'm getting billed for 3
Jerry (14:33:20 EST) : I can only imagine how you feel about this since you get charged for 3 months , but nothing to worry I am here to help you today. let me check your account. we will work on this together and get your issue resolved.
Visitor (14:33:31 EST) : ok
Jerry (14:33:37 EST) : Please give me 2 minutes to pull up your account and check the details for you.
Visitor (14:33:46 EST) : ok thank you
Jerry (14:34:34 EST) : You are most welcome.
Jerry (14:36:55 EST) : I am inside of your account right now and checking the details for you.
Jerry (14:38:12 EST) : Just to confirm, after the tech visit your issue is resolved but get charged for 3 time is that correct ?
Visitor (14:38:46 EST) : yes, I had one tech guy come out but I was charged 3 times
Jerry (14:39:13 EST) : Thank you for confirming. Please give me some time we are working on this issue.
Visitor (14:39:19 EST) : ok
Jerry (14:39:29 EST) : Thank you.
Visitor (14:41:16 EST) : thats ok
Jerry (14:41:50 EST) : Thank you very much for your patience.
Visitor (14:42:49 EST) : there was a huge wind storm and he came out right after that
Visitor (14:43:52 EST) : no one was here anytime before that from direct tv
Jerry (14:45:36 EST) : I can understand that, since i am customer as well. and i can feel your pain by putting my self into your shoes. but don't worry we have successfully escalated the 3 time charges of $99 total $XXX and you will get an adjustments of $XXX which will be reflected on your end by the end of today.
Jerry (14:45:42 EST) : does that sounds good ?
Visitor (14:46:01 EST) : oh thats great, yes, thank you
Jerry (14:46:23 EST) : You are most welcome.
Jerry (14:46:34 EST) : Is there anything else that i can help you with ?
Visitor (14:46:53 EST) : No, thank you!!
Visitor (14:46:59 EST) : Have a great day |
|
|
Have a great day!
DIRECTV |
DIRECTVhelp
Community Support
•
254.4K Messages
1 year ago
Darla, we understand from the chat log that you got a credit on your next bill with the value of $198, according to the adjustment of the visit. Do you need updates or information regarding your situation? We're here to help. Claudia, DIRECTV Community Specialist
0
0
CustomerD1
7 Messages
1 year ago
I Never Received The Adjustment, That’s My Issue.
I’m Still Being Charged Two Hundred Dollars.
0
0
DIRECTVhelp
Community Support
•
254.4K Messages
1 year ago
I'm sorry to hear that. Let's meet on PM to review your account. Claudia, DIRECTV Community Specialist
0
0
CustomerD1
7 Messages
1 year ago
I have very little faith the issue will be resolved.
0
0
CustomerD1
7 Messages
1 year ago
Still no refund from Direct TV
0
0