DirecTV billing scam?

This is a customer to customer forum with no access to any accounts.   DTVhelp may send you a DM/PM.

Sounds like they suspended your account not canceled it.   AFAIK there is no reinstatement clause.   The sale of DTV is not final yet but expected in Oct. 

From what you've described, when you called originally you got an unethical retention/cancellation agent. Instead of canceling they put your account into a temporary/vacation suspension (up to 6 months). At the end of that time the service reinstates and that agent doesn't have a cancellation on their stats.

Call DirecTV. When you get the voice system say "cancel" to route you to the department you need. Let the agent know the simple situation is you called to cancel but the agent put you in suspension in error. They will need to research the notes on the account. As long as everything they need is there, they should make sure the account is canceled and credit any service charges back to the end of the billing month in which it should have canceled (bill doesn't prorate upon canceling anymore).

AT&T sold DirecTV last year, but the transaction is still completing. The main number for DirecTV has carried over from before AT&T bought them to after they initiated the sale. I have that below if you need to verify the DirecTV specific number.

Juniper, THANK YOU.  This is an excellent explanation of what most likely happened.

We did file with the FCC, and they have sent back a letter saying our complaint was forwarded to DirecTV, and they now need to get in touch with us.  We will wait to see if that happens before making any further inquiries.  However, your reply will help us structure that response if we need to.  Thank you again.

Here is the latest...

After a complaint was filed with the FCC, DirectTV contacted us.

They were completely firm that the agent offered us a temporary suspension citing that we would have to call them in six months before the service was reactivated.

We argued that was not the conversation, and asked if they had a recording of the phone call.  They said no, that they had a handwritten note of the call.  

My brother told them the equipment was returned, and there is no dish on his roof.  The response from DirecTV was that they didn't care about that.  They contend that an agreement was made to reinstate the service in 6 months if no cancellation was made before that.

We have no idea what to do next.  We are facing a $600 bill for a service we never used.  Introducing legal aid into this system would cost us more than that.     

Try filing a BBB complaint. 

DTV doesn't know if you using it or not or even if it is connected to a TV, so long as the account is open you are billed.   Don't think DTV uses handwritten notes but typed on a computer keyboard.  Per the TOS you are limited to binding arbitration. 

Calls are only randomly monitored for training and quality purposes. So no guarantee if a call was captured or if they still have it months later.

Well typed, but not handwritten, but I get what you mean. It was the notes that agent left on the account.

With moved and no movers order, all boxes returned (so impossible to use satellite service), that should be enough details to confirm it was all a cancelation and not a suspension. I would go with the BBB complaint. Normally that goes up to corporate (Office of the President) who contacts you within a few business days. If they can verify ALL boxes returned then it should be simple enough that it was technically impossible to use service, plus you cannot do a movers order without those boxes (to install or upgrade).

Though they have an arbitration clause in the ToS, the BBB complaint should be enough to sort this out. The big factor is return of all boxes wouldn't be done if it were just a suspension, so hopefully they take that into account.

Juniper,

I hope you get to read this

DirecTV continues to be difficult to deal with. Although they acknowledged on the phone that their agent may have made an error, they are asserting that there is no way to prove it. Consequently, they are resolute in their decision to uphold the account suspension, regardless of the circumstances. 

We did file a BBB complaint, but are getting less confident it will be ruled in our favor. 

Any other suggestions?  Are you afiliated with DirecTV in any way?

With any follow-up, I would certainly be clear that all boxes were returned. Regardless of moving or not, boxes returned means no satellite service capable.

Actually surprised by the FCC complaint not in your favor, so hopefully BBB route will fix it, though it may end up in the same place. Wish I could suggest more as boxes returned should flat-out confirm satellite service cannot be in use.

I am a customer like yourself, just provide volunteer guidance on the forum that has helped others. Wish I had some official affiliation in this case as yours should have been simple to fix (in my opinion).

Thank you for all your help, Juniper.  Much appreciated.  You have real value in this community.

Sounds like to me that an employee didn't want a failed save against him and put it in as a suspension, and entered notes to that effect, even though that wasn't what the customer asked for.  That's probably a pattern for this agent, if they'd look for it.

If you don't have any equipment, then it should be a slam dunk.  At the very least, any charge 6 months or less from the point you contacted them should disappear into the ether without any problem.

Unfortunately, after filing with the Better Business Bureau, we received an immediate email from the collection agency.  DirecTV is not claiming any responsibility in this, despite the equipment being returned, and wants their money immediately.

We have no idea what to do next. 

Collection Agency?  How did it get that far?  Yeah, if it's in the hands of the collections agency, it makes in nearly impossible to resolve cleanly.

When you got your first unexpected bill "a year after you moved," it should have been possible to straighten this out.

Write to the collection agency, asking for proof of debt.  Once they answer, dispute it with the story you have here.

@NJRonbo1 This sure is a fiasco, sorry for miscommunications with DTV.  I assume it went to collections as bill not paid in over 2 months?  Just surmising, on my part.  Yes, it is a real shocker and hope it can be resolved with the Collection Agency and DTV, with other possible interventions in your support.  He said....she said IMOP too.