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The issue in GetHuman2233563's own words
************ DirectTV Customer Service,**On ********* we purchased a Samsung HD TV from Costco and were talking to the DirectTV sales person there in the store.* Based on her information and what she explained to us about the number of HD stations available to us through DirectTV we signed up for the service.* When the DirectTV technician came to the house four days later to install the equipment we started talking about the HD stations available through DirectTV and he told me that what I was told at Costco by the DirectTV rep. was in fact wrong and that DirectTV only had two HD stations, one was a sports program and that DirectTV only broadcast in HD if the television station was broadcasting in HD, and the other was only a demo station used to show people the difference in the viewing of HD vs regular stations.** I called DirectTV and talked to the service department on ********** and ended up talking to a woman named Shakira, from the Cancelation Loyalty Team at **:**am PST, *:**pm EST and explained everything that had happened and what I had been told by both the sales person and the installing technician and that I wanted to cancel my DirectTV contract due to being lied to about the service and the HD channels available through DirectTV in order to sign up.* I was told, by Shakira, at that time that the contract could be canceled and the cancelation fee waived and NO CHARGES would be due, due to what she said were "EXTINUATEING CIRCUMSTANCES"* She wrote this up in the computer at her end and said everything would be taken care of and there would be no fees charged to me and all I needed to do at that point was to send the electronic equipment the technician had left back to DirectTV via the UPS Store in a box that would be delivered to me with a prepaid return label supplied.** After a few days, I received a bill in the mail from DirectTV for $***.** which was the amount I was told was the cancelation fee that I was told earlier that I would net be required to pay because of the issue stated earlier.* I called DriectTV and talked to a gentleman named Jerome in Customer Service on ********** at *:**pm PST, *:**pm EST and explained the entire situation to him and what Shakira had said and noted in my file earlier. He went back through my file, found the before mentioned conversation that was in the file and said everything was correct and he saw the notes and would take care of making sure the fees were dropped from my account and that I would show a balance of $**.**, zero dollars.** I was offered a special deal to stay with DirectTV for a period of two days, and if I decided not to take the special deal by *:**pm PST, midnight EST Saturday ********** I could do nothing and the cancelation would go into effect automatically that Sunday **********.* * I did nothing expecting the cancelation to go as planned due to my not taking the special offer I had been given and the information Jerome had given me.** After some time had gone by I called DirectTV again to ask where the shipping box was for the returning of the electronics, because I had not received anything yet.* I was told at this time that there would not be anything sent to me, but to just take the equipment to the UPS Store and it would be shipped back.* Everything was taken to The UPS Store ***** in Manteca, CA. on ********** and shipped back to DirectTV. I have the shipping information from the UPS Store showing which equipment was sent back along with serial numbers. ** I am still getting bills sent to me and I am trying to get this situation settled once and for all.** Can you help me with this? I am hoping that if you go back through the files and look at the comments from Shakira and Jerome made we can solve this issue quickly.** My DirectTV account number is ********.** Thank you** James Fields* (***) ***-***** *****@***.com
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