Question: We signed up for a two-year contract with DirecTV back in the fall of 2011. At about the same time, DirecTV released new equipment called the Genie. I called up to see if we could get the new equipment and was told we could. There was no mention of a contract extension for the new equipment.
In January of this year, we were looking to cut some costs and we looked at lowering our DirecTV package to save some money. I called customer service and asked to get switched to a less expensive package. I also asked if my new customer credits would be affected and they said they would not be affected if I changed programming. So as a result, I went through with the change.
I received my February bill and sure enough, the credits I was told would not go away were all gone. I called back to customer service to inquire about this. They told me the credits were gone due to me changing my package even though I was told it would not be affected. I changed my package back again and they said the credits would show up on my March bill again.
I then received my March bill and only half of the credits were back on there. The one that was missing was the $10 HD for life credit. I called customer service again and they said that I can’t get that credit back again due to the programming change in January, even though I was told first it wouldn’t go away and then when it did go away, I was told it would come back.
My issue was escalated to a manager as well as the accounts department, both of which said they would look into it. I received a call back within a week and again they said they could not do anything about getting the credit back on there.
I explained that this was unfair and against what I was told on the phone several times. They apologized but said they could not do anything about the credits anymore even though they were promised to not go away.
I then asked to get out of my contract due to these issues and was told I could do that but there would be a near $400 cancellation fee. They said my contract was not up until the fall of 2014. They said it had been extended when I got new equipment, even though there was no mention of a contract extension when I had received the equipment.
I just sent the letter into them today but have a feeling it will not matter. Please help me in any way you can with trying to get this cancellation fee removed for me. — Matt Solum, Salt Lake City, Utah
Answer: What a mess! You’d expect the terms and conditions of your purchase to remain the same, and if they don’t, that a company like DirecTV would inform you of a change in writing. But that’s not what happened.