Tutor
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18 Messages
Directv Pricing
I went to cancel my service last month, during the call I was transferred to a retention specialist. I was on the old Choice Not All Included (this is a joke) plan. She moved me to the new Choice plan and worked out a loyalty credit and said my bill should be near $150 with taxes which is the same price as a new customer (I confirmed this by the Directv web site). The following day I received a reconnection offer summarized below. The surprise this month was I receive my bill and going forward it will be $170 a month.
Today I called to get the reconnect/new customer offer that was emailed to me last month and the reps are telling me the number in the email is not an accurate price and it will change. So I check the new customer offer on the web site and found that is not the case because the price doesn't change at the point you enter your credit card information.
My question is how do I get these people to understand that I am being overcharged?
My breakdown is:
CHOICE $157
Local Channels Included $12 (why the $12 if included, I can't get an explanation from customer service)
TV Access 3 TVs for $30
Regional Sports $17.99
-$56.01 Loyalty Credit
Total + Tax $160.98
Offer I was emailed
$94.99 Choice Includes locals
TV Access 3 TVs $30
Regional Sports $17.99
Total + Tax $142.99
Jeff
DIRECTVhelp
Community Support
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256.2K Messages
20 hours ago
Hi @jdeday, thank you for providing these details and for sticking with us. We apologize for the confusing and conflicting information you received regarding your email offer versus what you were quoted over the phone. We want to get to the bottom of this immediately. Please check your DM—we have a dedicated specialist waiting to double-check your billing details and promotional offers to ensure everything is resolved correctly. Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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23.7K Messages
14 hours ago
That "loyalty credit" appears to be a one-time credit, not a monthly discount. If so, that means agent just through money at account to secure a save and not go over long-term options, a tactic I despise. It does not good for the customer or the next agent (as not their fault but they have to deal with the fallout).
When DirecTV first launched local channels, they were an add-on. Years later they added it into the cost of the package as they were available to most customers (rare areas had a no-locals version of the plan). Because of problematic carriage negotiations/disputes in recent years, DirecTV introduced an option to remove the locals which would save you $12 a month. So that breakdown is showing you the cost of having locals included. Perhaps it could be worded better.
The $10 per TV fee instead of $7 suggests you have a newer account. Also you should have your receiver services (HD, DVR, Whole Home DVR or a single listing of Advanced Receiver Services) unless you have an "All Included" version of the plan (receiver services and fee for the Primary TV are included in that cost). Those "All Included" were an attempt to combat the complaint of add-on monthly costs when starting service by giving a better expectation of minimum starting price, but for some of us having it fully itemized is better (online pricing is intro discounts and doesn't include everything that you may have as an existing customer).
Agent quoting expectation with taxes was bad. They should quote specific price BEFORE taxes, and state as such. As it seems it was about a $20 difference from that estimate, I suspect they didn't take into account the RSN Fee of $17.99. Similar to taxes it is based on where you live, but is not a tax itself. Professional sports teams that are automatically part of all packages Choice and up are tiered based on which market you are in (unlike locals which are just priced the same across the board for all).
(edited)
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