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DirecTV Complaint - Rebate - Customer Serivce Issue
DirecTV Complaint

DirecTV Complaint

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Rebate - Customer Serivce Issue


I am going to post the letter I wrote to DIRECTV .

DIRECTV September 17, 2010
2230 E Imperial Highway
El Segundo, CA 90245

RE: Rebate – Customer Service Issue
Mr. White I am writing to you because of the lack of service that we have been provided and the dishonesty of DIRECTV. I have tried to get this resolved through your customer service department with no success and I am hoping that you will be able to provide me with the service that should have been provided through your customer service department. On July 20th 2010, I called DIRECTV to re-establish my service because of a letter that I received in the mail from DIRECTV; it was a DIRECTV Winback Early Cancellation Fee Offer. The offer letter was that if service was re-established with DIRECTV that they would pay up to $200 towards the cancellation fee of my current satellite company. On the offer letter that I received there was a reference number that I gave to the representative so they he could re-establish my service. After selecting the services that I wanted I asked the representative about the cancellation offer and how that worked, he gave me the website address and my account number, said to go online and print off the rebate form fill it out and when I received my final statement from my satellite company to circle the address and the cancellation amount and mail that to the address on the rebate form and that would be processed and a Visa card would be mailed within 6-8 weeks. On August 27th, 2010 I mailed the rebate form and copy of my final bill. On September 17, 2010, I went online to check the status of my rebate because the payment was due to my other satellite company and I wanted to see how much longer is was going to take. When I looked online at the status it stated that I did not qualify for the rebate. I called and spoke with a gentleman, I couldn’t tell you his name because he didn’t speak very good English and I couldn’t understand him. I was put on hold for over 20 minutes and then the call was disconnected he never came back on the line. I called back and spoke with a lady and again unable to understand her, finally she said that she was going to transfer me to an American supervisor, after 15 minutes I was transferred I spoke with Brandisha; I asked if she was a supervisor she said no that she was just in customer service. I asked to speak with a supervisor she said that there were none available that she would have to hold with me until one became available. I asked Brandisha to look into why I was not eligible for the rebate; she said that I would have to speak with a supervisor. After 10 minutes I was transferred to Shakeesha a supervisor in the installation and billing department. Shakeesha stated that I was not eligible for the $200 Visa card that is was not one of the offers at the time I re-established my account. I let her know that I received a letter from DIRECTV with that exact offer, that if I cancelled my service with my current satellite company that I would qualify for this rebate. The only thing Shakeesha would say was that was not the offer at that time, I let her know that was the offer from the DIRECTV when I called and the customer service representative at the time told me that was the offer that he signed me up for. Shakeesha said that is not the offer I was signed up for. I said okay but if the representative signed me up for the wrong offer that can’t be my fault as I can not control what happens at Directv and the representative assured me that all I would have to do is fill out the rebate for and a copy of my old satellite company bill and mail it in. I did that now I am being told because the representative didn’t set me up correctly that I don’t qualify so in the meantime now I am stuck in a contract with DIRECTV and I owe my old satellite company $211.02. I would really appreciate that DIRECTV honor the mailers that are being sent out to their customers and that the customer service department have compassion and at least show that they care, because it was clear that Shakeesha could careless about my situation. I am requesting that I be sent the $200 Visa card and be able to get out of my contract with DIRECTV because I don’t believe that they way I have been treated is fair and frankly do not trust your company. I left your company because of the lack of customer service and I can see now that I made a big mistake to come back, but when I was presented with the offer letter to pay my cancellation fee I believed that the information was correct and the letter wasn’t fraudulent.


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