On May 10, 2012, I decided to end my contract with DirectTV
(hereinafter DT) and instructed them to discontinue any services
immediately. This was well after the end
of my two year contract with DT and CL.
I also contacted CenturyLink (hereinafter CL) and told them to continue
my internet service, but to discontinue the land telephone line.
They discontinued my services as of May 11, 2012. I had a $95.97 credit with these businesses,
as a result of prepaying for services for the month of May. I had bundled so my contact was with CL.
On June 14, 2012, I renewed my contract with CL and DT,
because of bonuses offered to me. I
again bundled services.
On or around June 28, 2012, I received a notice that my
services would be disconnected for non-payment of services. I called CL and was told my services were being disconnected for non-payment of approximately $193.91. They told me that I owed them for the internet services to date, as well as $95.97. This was the $95.97 credit I had coming from DT.
As was explained to me, CL paid the DT part of my bill to DT
and then sought payment from me. They paid the $95.97 that I did not owe; this amount was a bill for charges between the date of disconnection (May 11, and the date of the new contract June
14). I did not have services between these dates. The customer service rep
told me to pay the balance of what I owed to date for the internet services and
she would set aside the $95.97 that was a refund DT would pay to me so I could
pay CL. I paid everything owed other than the $95.97 refund DT owed CL.
On July 12, 2012, my services were disconnected for non-payment of the $95.97 refund owed on the books to me, (I had not received this refund at this time.)
I want to be clear that this $95.97 was the money DT owed to
CL because CL paid for services I did not contract for or receive because my
contract was ended. I had paid the monies I owed in full and owed neither DT nor CL any money.
I spoke to DT and CL about this disconnection threat and
they offered to set up a payment plan. I declined this offer since I did not owe any money to DT or CL, it was money DT owed to CL.
On July 20, 2012, I received my full refund check from DT
and immediately sent a cashier's check in the amount of $95.97 to CL/DT. My services were restored. Services had been disconnected from July 12 to July 23.
Beginning July 12, 2012, when they disconnected my services
I started to demand that the contract with DL and CL be discontinued due to the
demand for payment by me to DL/CL of money I did not owe and refused to pay and the unjustified disconnection of services.
DT and CL informed me that the contract was valid and to
terminate it would result in an early termination charge of approximately
$400. I was so angry and outraged about the disconnection of my services based on no wrong doing on my part, that I demanded that they end the contract. As a result, they terminated the contract and charged about $400.
Once I cooled down and considered the battle that would ensue to take DT to court and have the law determine that the contract had been violated by DT and was no longer enforceable, and because I suffer from PTSD when extremely agitated, I decided to reactivate the tv services and pursue my remedies through the attorney general's office.
When I called DT to instruct them to restart the services, I was informed that I would not be eligible for the incentives offered to me when I initially signed the contract with them. No one at any time told me that ending the contract would result in the permanent termination of the incentives.
I decided to pursue remedies through the consumer protection
duty of my Oregon Attorney General and reactivated my contract under duress and
As a result of the loss of bonuses, I reduced services to
I feel these actions by CL and DT are violations of our
contract and I should be allowed to discontinue my contract with these
companies without penalties. I should
also be given credit for the time services were disconnected without a lawful
cause, and for the charges of reconnection of my services.
In the event that the contract is considered legitimate, I
demand that the bonuses granted upon activation of this contract should be
restored, and that I not be charged for reconnection.
I believe that CL and DT practiced unlawful debt collection
when they demanded that I pay them $95.97 for a time period that I did not
receive services from DT, and they knew it.
I have spent hours on the telephone with these two companies
trying to resolve this situation. They have been stolid and unwilling to negotiation with me. They insist that the contract is valid, they disregard their efforts to collect monies I did not owe, disregard the fact that there was no notice given that bonus services granted upon the activation
of a new contract would be revoked under any circumstances, and have been a
bully about the entire situation.
It appears to me that DT and CL have no regard for the law
and are willing to use whatever strong arm tactics they choose to force their
unfortunate customers to do their will.
Thank you for defending the consumers against the unlawful
practices of large companies that have no incentive to comply with the laws of
contract and lawful debt collection.
As a result of my complaint to FCC, CL wrote a cold and uncaring letter, just short of a form letter that did not address my concerns in any way that indicated a resolution was to be considered or offered. They continued to be cold and bullying in their attitude.
Furthermore, when I reactivated my land line and requested the same phone number I had in May of 2012, I was told I could have it. They reactivated my phone, but with the wrong number. I called and requested that the correct number be attached to my phone and was told that it was taken care of.
The correct number was not attached and so I again called CL to get it attached and was told that the people needed to correct the problem was not in and I would have to call again. I asked if they could call me to avoid the automatic wait for an agent and was told that they could not do that, in effect, they were too busy and I would have to call again.
I think I have a perfect example of how CL and DT have no, or worse than no customer service standard, are bullies that know the consumer is helpless against them and their tactics short of going to court, and that it will take some huge powerful lawsuit or publicity to get their attention.
I have 62 years old and thought the old days of bullying and unlawfully enforcing unlawful or unfair contracts ended with the dispersal of AT&T...obviously I was wrong.
Thank you for being willing to give a forum to the unfortunate consumer that does business with DirectTV and/or CenturyLink.