DIRECTV Complaint

DIRECTV Complaint

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Being charged a termination fee (Same house- Different Account #) - Billing from Direct TV


5/23/2017
To whom it may concern,
I am writing on behalf of my current situation. My husband and I have been with Direct TV for over 20 years. We previously held service in AZ. Recently, he received a job which caused him to move away from our family. We decided that I would assume all the bills at the house and he would establish new bills under his name as we are moving toward a divorce. As I have begun this process with other companies, it has been fairly easy. He made a call, added me to the account and I would call and take him off. Even with Verizon I was able to split the bill seamlessly and take over the account, my kids phones, and he was given his own account.
Direct TV has been a nightmare. As I write I am on hold for now the 4th time. I have spoken to 3 different supervisors. I have called multiple times. Our original account was 37828601 under Mark Johnson. It was recommended that we “close” this account to open a new account under just my name. It was never suggested to roll his account into service where he was moving. We were not informed we would be charged $325 to close the account in order to open another at the same address. My May payment was transferred from 37828601 to 6636780 but yet you are charging us $325 to cancel this account- when we didn’t really; it was done for a name change; just like we did with Verizon.
I recommend your company look into a better way to do this for customers. I have tried, to no avail, to talk to people at Direct TV and no one is able to help, “Even if they want to.” I feel its unethical and an extremely cumbersome process. You also sent people out to our address to make sure everything was working- I said it’s the same house. Another employee was going to send me a recovery kit- I said there is no equipment at my house not being used. You came, you took one back from my Master Bedroom and everything was still working.

I get systems, programs and process for most. However, the cookie cutter approach does not work in every situation. There has to be someone at some level that can take care of this. I am 43 and work for a HUGE company that always takes care of their customers and does the right thing. I am appalled that there is no one that can help me.
I suggest you address this problem at a higher level and implement a way for people to make these types of changes without being charged a closing fee. Again, same service, same house, and I’m being charged $325 to change the name on the account essentially. This is poor business practice.
I would hope someone will call me and do something to make this right.
Sincerely,

Carrie


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