Sep 30, 2008 10:49 pm US/Pacific
Call Kurtis: Tug Of War Over Cancelled Service
SACRAMENTO (CBS13) ―
DirecTV allows you to cancel your service if you do it within 24 hours of signing up. Brandon Stewart did. So why is he getting charged?
"I was mainly shopping around for the most high def channels," says Brandon Stewart, Sacramento resident.
Brandon enjoys watching his HDTV with his wife and two kids, 2 year old Kyler and 5 month old Jakob. Last April, he signed up for DirecTV.
"The guy told me about a coupon book that would have $400 worth of coupons in it," says Brandon.
When Brandon found out it wasn't a coupon book but a rebate instead, he decided to cancel the next day, April 8th.
"They indicated that I was within 24 hours cause I really wanted to emphasize that.. aware of that outrageous cancellation fee," says Brandon.
A few weeks later, Brandon realized DirecTV took $446.60 out of his debit account for cancelling. He also had to pay $99 for the satellite dish even though he shipped it back.
Right away, he got on the phone with DirecTV.
"They told me there was nothing they could do and I had to write a letter and mail it off to the billing disputes," says Brandon.
Brandon wrote two letters to DirecTV and also disputed the charges with his bank. The bank credited him back the charges, but...
"Unfortunately DirecTV still had my account number and once they saw the money go back to me, they then a week later, took back the money again," says Brandon.
He again disputed the charges with his bank and they ruled in his favor. This time, Brandon changed his account number so DirecTV couldn't withdraw the money again.
The company then sent him to collections.
"Very outraged, very furious with the way they are trying to make me go every route possible in order to get my money back when it's their fault," says Brandon.
We contacted DirecTV. They told us Brandon called them again on April 9th to extend his service until the 10th, and that the cancellation fee is valid. We asked them if that made sense. Why would Brandon call to extend his service only to cancel again the next day?
"I don't feel it's right what the corporate bully is doing to me," says Brandon.
After several more calls and emails from us, DirecTV sent us this response:
"After a complete review of the agents' notes on this account, they were just not conclusive enough to warrant holding this customer to the programming commitment. "
The company agreed to drop the cancellation fee plus the $99 for the dish.
"A great sense of relief knowing I don't have to put in anymore attention on this billing distraction. I can put more focus on your family and other things in life," says Brandon.
When you cancel a service over the phone, ask them to send you something in the mail, documenting your cancellation. That way you'll have proof the service was cancelled within the time frame allowed.
(© MMIX, CBS Broadcasting Inc. All Rights Reserved.)
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