Corporate America

With Thanksgiving week being a slow week for the job search, I turned my attention to hassling Corporate America.  My target has been DIRECTV and I believe my cause to be just but I will continue the rebuttals as long as they keep responding.  Read below the thread of email over the past several days!  I reformatted it so the first email is listed first and the conversation reads down naturally.  (Unlike a normal email thread)

Customer (Kim Stevens) - 11/23/2009 01:30 PM
Today I had a charge of $185.34 posted to my checking account. I am disputing that charge and would like it reversed. I cancelled my DirectTV service in July or August of this year. I had been paying through Qwest and I called and cancelled phone, internet, and TV. I assumed everything was OK since I received a final bill from Qwest and then nothing else. Your rep says his notes indicate my TV account was only unbundled at that time and not cancelled so I have accruing a bill. A few days ago a DirectTV rep called and asked if we could bring my account current and turn on full service again. That was the first I knew that I was still being billed. I cancelled at that time but was not told there would be a final charge. I don't believe I owe this $185.00 due to a miscommunicationbetween you and Qwest. I am respectfully requesting a reversal of those charges. Thank you.

Response (Elisa N. - 100126762) - 11/24/2009 03:28 AM
Dear Mr. Stevens,
Thanks for writing. I understand your billing concern. I checked our records and found that we did not receive a request to cancel your DIRECTV service until 11/13. As such, your account remained active and we continued billing you for services. We have reviewed the information you provided and we have found that your account reflects the correct amount due. DIRECTV is unable to honor your credit request. Under the terms of the DIRECTV Customer Agreement, when your DIRECTV service is cancelled all outstanding charges are billed to the method of payment we currently have on file. The Customer Agreement is available online at directv.com/agreements. Please see the “Payment Upon Cancellation” section for more information. Thanks again for writing.
Sincerely,
Elisa N. - 100126762
DIRECTV Customer Service

Customer (Kim Stevens) - 11/24/2009 07:25 AM.
I disagree with you on this. My service was cancelled on 11/13 when I discovered it was still active. I believed that it had been cancelled in July. Your customer service rep told me you have notes from July indicating that Qwest unbundled the service at that time. Instead of just unbundling, it should have been cancelled. Qwest didn't give the proper instructions or you didn't follow them properly. I don't know who made the mistake but I believed everything to be cancelled in July. Please reconsider my request as I don't feel I should pay for a miscommunication between Qwest and DIRECTV.
Thank you,
-Kim Stevens

Response (Mare Lubao - 100260692) - 11/24/2009 07:49 AM
Dear Mr. Stevens,
Thanks for writing us back. I understand your concern about the charges from your former DIRECTV account. Upon reviewing your account I found no notes stating that you disconnected your account from within July to August. However, there is a record that the joint billing with your DIRECTV and Qwest account was unbundled 07/21/2009. Since the account was disconnected just 11/13/2009, we do regret to inform you that DIRECTV is unable to honor your credit request. As previously communicated, we have reviewed the information you provided and we have found that your account reflects the correct amount due. For your convenience you can access your account online at directv.com. On your monthly DIRECTV billing statement the payment due date is listed at the top beneath your account number. If we do not receive your payment in full by the due date appearing on your bill your account will be charged a late fee according to Section 2.c.4 of the DIRECTV Customer Agreement. I hope you find this information helpful and thank you again for writing. We appreciate your patience and understanding.
Sincerely,
Mare V. - 100260692
DIRECTV Customer Service

Customer (Entered by Virginia M. - 100162748) - 11/24/2009 03:17 PM.
Dear DIRECTV,
You guys are idiots. Of course there wasn't a disconnection request in July from Qwest. That is the point of my whole dispute. You admit to a request from Qwest to unbundle on 7/21/09. That should have been a cancellation request not a request to unbundle billing. Because of behemoth corporate america brainless jerks like you, the consumer like me gets screwed and you get your money. Thanks for nothing. Rest assured I won't ever be back to DIRECTV.
-Kim

Response (Virginia M. - 100162748) - 11/24/2009 03:17 PM
Dear Mr. Stevens,
Thanks for writing us back. I'm sorry to hear about the problems are having with your bill. I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.
Sincerely,
Virginia M. 100162748
DIRECTV Customer Service

Response (David S ID 419129) - 11/24/2009 06:45 PM
Dear Mr. Stevens,
Thank you for writing. I am happy to address your concerns regarding your account. I apologize for any miscommunication. However, DIRECTV and Qwest are two separate companies. While your DIRECTV services were bundled with Qwest services and you were receiving a joint bill, our services are still separate. Qwest is not responsible for canceling DIRECTV services and we will not accept a cancellation request from a Qwest representative, as only the account holder can cancel or modify the services on the account. As the account holder, it is your responsibility to inform DIRECTV of any request to change, modify, or cancel the account. As we did not receive a cancellation request until November 13th, 2009, your account was not disconnected until then. As such, DIRECTV is unable to honor your request for credit for services, prior to 11/13/2009. Thank you again for writing and allowing me the opportunity to personally address your concerns.
Sincerely,
David S ID 419129
DIRECTV Resolution Specialist

Customer (Entered by David C. - 100126928) - 11/25/2009 10:35 AM.
I realize that Qwest and DIRECTV are separate companies. But if your services are bundled with Qwests services and the joint billing comes from Qwest, any reasonable person would assume you could cancel the services through Qwest. I called Qwest and cancelled phone, internet, and TV all at the same time. Nobody ever said you have to call DIRECTV separately. In fact when I started this process a couple of weeks ago, Qwest assured me that they had cancelled the services and that you had not responded. Qwest believes they can cancel DIRECTV services and told me so. Of course Qwest couldn't care less because they aren't out anything by all this. You obviously couldn't care less because you got an extra $185.00 for nothing because my receivers were disconnected and I am the victim of corporate greed, stupidity, and insensitivity. But I am not bitter because I have good health and the most awesome family in the world and you can't take that away from me. (At least not yet.....!)
-Kim

Response (David C. - 100126928) - 11/25/2009 10:35 AM
Dear Mr. Stevens,
Thanks for writing us back. I understand that you have an ongoing issue with the charges on your DIRECTV service. I just wanted to let you know that we received your email and I have forwarded it for special handling. A specialist will respond as soon as an agent is available (likely within 48 hours). For immediate assistance, please call us at 1-800-531-5000.
Sincerely,
David C.Employee ID # 100126928
DIRECTV Customer Service


Response (Kimberly C ID 402144) - 11/25/2009 01:15 PM
Dear Mr. Stevens, Thank you for writing back. I can certainly understand your point of view. However, a Qwest agent is not authorized to terminate DIRECTV services on your behalf since they are not the account holder. As previously mentioned, we are unable to honor your request for credit as we did not receive any indication you wanted to cancel your account until 11/13/09. I understand this has been a frustrating experience for you. We respect your time and I appreciate that you've given me the opportunity to personally address your concerns. In addition, I've forwarded your email to DIRECTV's Management Team, who review every suggestion, inquiry and complaint for trends to determine what changes should be considered. Thanks again for writing.
Sincerely,
Kimberly C. 402144
DIRECTV Resolution Specialist