Directv - Changed my plan without asking me!

TV package - Complaint

Review by dlo510 on 2012-11-11

Rating:

EAST BAY, CALIFORNIA -- I been a direcTV customer since 2008, prior to that I had Dish Network in which I cancelled after a year and switched to DirecTV since dish seems to have their customer service outsourced and can't understand what their agents say over phone specially when I had a tech issue. DirecTV was great and their customer care is US based which was great and they offer more HD channels and strong signal to withheld strong wings and rain. Everything was going good my bill was the same and the service reliable. I decided to upgrade my service so I can add another receiver for my sisters room, a month pass and the service was still the same it wasent until 2 months after I upgrade when I came home from work I noticed I was missing channels one of them being comedy central and a few Spanish channels my mom likes to watch. The next day I call DirecTV to complain about the loss of channels and the representative who helped me told me that my package has always been the same as soon as he told me what package I had I told him I never switched it since it was a grandfathered package before, the representative said I always had it so I told him to check old statements and he finally believed me, unfortunate for me the representative couldn't change the package back to the old one since it was no lover available but promised me to give me a better one with premium channels included for 3 months and would apply credits so my bill would be around the same price. After 3 months passed my bill went back up and thats when I wanted to cancel service, so I call the representative gave her my reason why I wanted to cancel and asked me if she can fix my bill for now until I decide to cancel service if I would continue to be a customer, I agreed since I still had a year in a half left on my contract and with high penalty fees. What she ended up doing was transfer me to another department I explained the same situation with this new representative and she put me on hold for about 5 minutes and decided that I will maintain the package I have with the premium movie channels and will apply a $60 credit for 6 months and I will need to call again before the 6 months are up so they can reapply the credit for another 6 months. I do appreciate DirecTV for working with me and owning up to their mistake they made with my account and keep me as a customer. My 6 months are not up yet but I will find out if this is true that every 6 months my account will be credited $60, if not I'm going to cancel the service and decided wether I should switch to U-verse or Comcast.