Directv is charging us a $160 fee for early cancellation. We received a new receiver sometime last year after the old one failed. According to them and the Equipment Lease Agreement I found online, we were an existing customer and the EFT is $120 for 12 mos. No where on our statement is this mentioned nor any credit for paying it, nor when we got the new receiver. Now they want $160 and can't tell me any particulars on why $160. None of the multiple people I was passed around to on the phone could or would help. They said to file a dispute.
Upgrades come with a 24 month agreement. That is valued at $20 for each month remaining for the ECF.
However, if it was a warranty replacement (like for like, same model line) then there should be no update to the service agreement.
If a warranty replacement was activated as an upgrade in error, then you call DirecTV and when you get the voice system say "cancel" to route you to the cancellation/retention department. The agent should verify the like for like for warranty by model and notes of replacement and submit a waiver request.
OK. I got connected to Tech after the cancellation/retention department. They verified that the equipment was replaced for it being old and worn out - not an upgrade. Then the Loyalty dept (a nice lady named Michelle) went over everything and with her supervisor determined it should not have been under a contract (24 mos because a guy came and plugged in the new receiver in Oct, 22 and took 3 minutes to do that). They have credited the acct for the $160. Thank you for your help!
Tech activated, that is where the problem happened. Warranty replacements should just be drop shipped, unless determined on-site it was the box being the problem. If tech was ordered with box, sounds like agent placed upgrade order by mistake in the first place and tech would just follow what the order said.
In any case, glad it is fixed and reflects correctly now.
Juniper
ACE - Expert
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23.1K Messages
2 years ago
Depends, what exactly are you trying to dispute?
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stitchak2
New Member
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5 Messages
2 years ago
Directv is charging us a $160 fee for early cancellation. We received a new receiver sometime last year after the old one failed. According to them and the Equipment Lease Agreement I found online, we were an existing customer and the EFT is $120 for 12 mos. No where on our statement is this mentioned nor any credit for paying it, nor when we got the new receiver. Now they want $160 and can't tell me any particulars on why $160. None of the multiple people I was passed around to on the phone could or would help. They said to file a dispute.
0
0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
Upgrades come with a 24 month agreement. That is valued at $20 for each month remaining for the ECF.
However, if it was a warranty replacement (like for like, same model line) then there should be no update to the service agreement.
If a warranty replacement was activated as an upgrade in error, then you call DirecTV and when you get the voice system say "cancel" to route you to the cancellation/retention department. The agent should verify the like for like for warranty by model and notes of replacement and submit a waiver request.
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stitchak2
New Member
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5 Messages
2 years ago
I will try that. We didn't upgrade anything. The box that failed was at least 6 years old and they replaced it with the current version.
Thanks.
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stitchak2
New Member
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5 Messages
2 years ago
OK. I got connected to Tech after the cancellation/retention department. They verified that the equipment was replaced for it being old and worn out - not an upgrade. Then the Loyalty dept (a nice lady named Michelle) went over everything and with her supervisor determined it should not have been under a contract (24 mos because a guy came and plugged in the new receiver in Oct, 22 and took 3 minutes to do that). They have credited the acct for the $160. Thank you for your help!
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0
Juniper
ACE - Expert
•
23.1K Messages
2 years ago
Tech activated, that is where the problem happened. Warranty replacements should just be drop shipped, unless determined on-site it was the box being the problem. If tech was ordered with box, sounds like agent placed upgrade order by mistake in the first place and tech would just follow what the order said.
In any case, glad it is fixed and reflects correctly now.
(edited)
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stitchak2
New Member
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5 Messages
2 years ago
Exactly. I pleaded my case and finally found someone to listen and fix it.
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