Ok, here's my issue. I canceled service in June. I called multiple times to have them send me a box to return my equipment but was never sent a box. Then the last time I called to request a box they told me there was no need to return my equipment and that I should recycle it, so I did. Now they are wanting me to pay a fee for unreturned equipment that they told me I didn't need to return. And speaking on the phone with customer service they are not listening to me and my concerns and are being bullies to get me to pay this fee. I refuse to pay them another dime. How do I go about resolving this issue with them and not pay without it going to collections? I have called and talked with 3 different people now at directv and none of them are listening to what I have to say, and keep using stupid wording and terminology to fool me into paying for something I don't believe I have to pay for.
Requesting a return kit is the old process. Now it is taking the boxes to a participating FedEx/The UPS Store for the free return, if they are still returnable models.
What were the models of those boxes? Just to be sure if returnable or not as may help to dispute the non return fee (NRF).
Did the reps verify the earlier ones noted the account they informed you they were not to be returned? This documentation would be a big help to get around the they said/you said situation.
Whether it is confirmed the NRF was in error to begin with, or possibly record is confirmed of you were instructed to recycle all boxes, this probably has reached the need of a BBB complaint. This gets forwarded to their corporate level which usually results in contact back from their Office of the President within a few business days. Not a guarantee it will resolve in your favor, but this is the shot you have at this point.
I would take them to a UPS store or somewhere like that, but where I live we don't have them. I think the nearest UPS store to me is over 100 miles away.
Directv keeps giving me the run around also. I have requested boxes and explain that I don't have a UPS store around, but can take them to the post office for drop off or request UPS pick them up. I can even take them to a UPS drop off location. But I just don't have a UPS store to go to to have them package them up and do it for me. So Directv says that they will send me out a box(s) but after a few weeks of waiting I still Never get anything even though they promise me they sent them out. Then the next time I call that person tells me there is no reason to return my equipment and that I should just recycle it.
Sp no matter what I do or who I talk to no one can seem to get anything right or stories straight. Now they want me to pay for an equipment fee because I did not send the equipment back in a timely manner. I tried to send them back but no one will let me. So an even longer story gets longer and longer and I am being forced to pay for something that I don't believe I need to pay for. My efforts in trying to send this back have not worked and Directv can't understand that. I refuse to pay them any more money. They won't listen to me and take my feelings and concerns into consideration and are bullying me into paying. And apparently being a loyal customer from 2008 until now isn't good enough for them.
Over 100 miles away from a participating shipping location (The UPS store or FedEx) would result in the old process. Fair enough.
Old process is they send you the return kit by FedEx which you return by USPS (Post Office). Does have to be requested as DirecTV isn't mapping your home to those shipping locations to automatically decide to send or not.
Sounds like either the original rep made a big mistake or the system in error charged a NRF for a box that didn't need to go back. Since the later reps cannot fix this, then BBB complaint is your option.
Realistically your feelings do not change what the reps can do. They can only request credit on the NRF if determine it was billed in error. A prior rep giving you wrong info doesn't affect if the NRF was correct or not to begin with. And your being with them since 2008 does not change facts. Feelings and "loyalty" do not change what is correct info or not. This isn't like going to a small family shop where they will make decisions all day based on their own feelings and sense of community with their neighbors.
Bottom like, the reps over the phone are unable to do what you want at this point. Having a BBB complaint go to corporate, so someone who can make the final decision, is what you can do.
litzdog911
ACE - Sage
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46.2K Messages
4 months ago
You can't. You need to call them. Phone number below.
What's your issue?
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stardust25
5 Messages
4 months ago
I called but they won’t listen to me so I was going to email them instead.
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litzdog911
ACE - Sage
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46.2K Messages
4 months ago
Sorry, but there's no way to email them.
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shannon02
ACE - Expert
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20.8K Messages
4 months ago
You can email DTV help using one of DTVs social media pages.
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Juniper
ACE - Expert
•
22.6K Messages
4 months ago
DirecTV does not do support by email. As such, you cannot send them one.
What is the situation? Perhaps we can give guidance on your particular issues. This is a public forum so don't post anything too personal of course.
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stardust25
5 Messages
4 months ago
Ok, here's my issue. I canceled service in June. I called multiple times to have them send me a box to return my equipment but was never sent a box. Then the last time I called to request a box they told me there was no need to return my equipment and that I should recycle it, so I did. Now they are wanting me to pay a fee for unreturned equipment that they told me I didn't need to return. And speaking on the phone with customer service they are not listening to me and my concerns and are being bullies to get me to pay this fee. I refuse to pay them another dime. How do I go about resolving this issue with them and not pay without it going to collections? I have called and talked with 3 different people now at directv and none of them are listening to what I have to say, and keep using stupid wording and terminology to fool me into paying for something I don't believe I have to pay for.
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shannon02
ACE - Expert
•
20.8K Messages
4 months ago
Do you remember what the model number(s) were?
(edited)
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stardust25
5 Messages
4 months ago
I think I have them written down somewhere? Why? I already recycled them as told I could do so by Directv.
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Juniper
ACE - Expert
•
22.6K Messages
4 months ago
Requesting a return kit is the old process. Now it is taking the boxes to a participating FedEx/The UPS Store for the free return, if they are still returnable models.
What were the models of those boxes? Just to be sure if returnable or not as may help to dispute the non return fee (NRF).
Did the reps verify the earlier ones noted the account they informed you they were not to be returned? This documentation would be a big help to get around the they said/you said situation.
Whether it is confirmed the NRF was in error to begin with, or possibly record is confirmed of you were instructed to recycle all boxes, this probably has reached the need of a BBB complaint. This gets forwarded to their corporate level which usually results in contact back from their Office of the President within a few business days. Not a guarantee it will resolve in your favor, but this is the shot you have at this point.
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stardust25
5 Messages
4 months ago
I would take them to a UPS store or somewhere like that, but where I live we don't have them. I think the nearest UPS store to me is over 100 miles away.
Directv keeps giving me the run around also. I have requested boxes and explain that I don't have a UPS store around, but can take them to the post office for drop off or request UPS pick them up. I can even take them to a UPS drop off location. But I just don't have a UPS store to go to to have them package them up and do it for me. So Directv says that they will send me out a box(s) but after a few weeks of waiting I still Never get anything even though they promise me they sent them out. Then the next time I call that person tells me there is no reason to return my equipment and that I should just recycle it.
Sp no matter what I do or who I talk to no one can seem to get anything right or stories straight. Now they want me to pay for an equipment fee because I did not send the equipment back in a timely manner. I tried to send them back but no one will let me. So an even longer story gets longer and longer and I am being forced to pay for something that I don't believe I need to pay for. My efforts in trying to send this back have not worked and Directv can't understand that. I refuse to pay them any more money. They won't listen to me and take my feelings and concerns into consideration and are bullying me into paying. And apparently being a loyal customer from 2008 until now isn't good enough for them.
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litzdog911
ACE - Sage
•
46.2K Messages
4 months ago
Time to file a BBB complaint.
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Juniper
ACE - Expert
•
22.6K Messages
4 months ago
Over 100 miles away from a participating shipping location (The UPS store or FedEx) would result in the old process. Fair enough.
Old process is they send you the return kit by FedEx which you return by USPS (Post Office). Does have to be requested as DirecTV isn't mapping your home to those shipping locations to automatically decide to send or not.
Sounds like either the original rep made a big mistake or the system in error charged a NRF for a box that didn't need to go back. Since the later reps cannot fix this, then BBB complaint is your option.
Realistically your feelings do not change what the reps can do. They can only request credit on the NRF if determine it was billed in error. A prior rep giving you wrong info doesn't affect if the NRF was correct or not to begin with. And your being with them since 2008 does not change facts. Feelings and "loyalty" do not change what is correct info or not. This isn't like going to a small family shop where they will make decisions all day based on their own feelings and sense of community with their neighbors.
Bottom like, the reps over the phone are unable to do what you want at this point. Having a BBB complaint go to corporate, so someone who can make the final decision, is what you can do.
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