Let me first say that I like DirecTV. I have proclaimed its outstanding features over cable and rabbit ears for ages. But this is the first time I have been ashamed to say I advocate DirecTV.
Today, I received an automated phone call telling me to contact DirecTV's 800 number regarding the credit card I have been using to pay for the account.
My husband's credit card number was stolen, so we cancelled it. I placed my credit card on the online bill pay preferences site for DirecTV, but evidently missed the cutoff time for their automated processing system to catch the change. Therefore, my first card's payment was rejected. This is why I received the call.
I called the 800 number to straighten things out. I spoke to a very friendly representative who told me that the new card had taken effect and that the funds were withdrawn this morning and the bill had been paid. Whew! No problem, right? WRONG.
The friendly service rep then told me that a one-time fee of $5.00 would be withdrawn on my next bill for using their 800 number for customer service. WHAT? But I only called because the automated phone call I received at my home TOLD ME TO!
I typically deal with my billing online anyway, so I would not have called this 800 number to speak with someone if I hadn't received a call saying I needed to. Secondly, I was not informed by this automated call that I would be charged a service fee to have someone tell me that my bill was paid, when there it was on my online statement for DirecTV (which I saw while I was on the phone with the service rep). The automated service did not note that I should use the website instead, if I preferred (which I do prefer), nor that I would be charged.
I wrote a letter to DirecTV using their CONTACT US link on the website. I'm hoping for the best. Maybe others won't get $5.00 taken from them unwittingly. Update to follow.
Sarah
Fort Meade, Maryland
U.S.A.