HD free for life - billing error

[swzine]

I just joined and DirecTv double charged me for HD Access. Instead of 1 line item, there were two and only one $10 HD Free for Life credit. I spent 15 minutes on the phone with a CSR who insisted I was getting free HD access, even though I explained to her that there were two charges and one credit, and all of the charges, fees, and credits reconciled perfectly and it was clear that I was paying $20 for a service and getting $10 back. She refused to get a calculator and eventually hung up on me as I explained line by line. I called back and dealt with another CSR for 15 minutes who finally acknowledged the billing error and "cancelled the second service" for me.

I had signed up directly through directv.com, so it's pretty crazy how it could double up the fee. Unless they manually enter this stuff it seems like there is some kind of glitch and new customers should keep a close eye on their first bill.

 

[ryotgz]

Strange. It must have been a glitch. I am getting ours installed soon so I will keep an eye out on my bill.

 

[jaj1701]

Here is my bill from my install on July 1st.....no duplicate HD charge.

Current Charges for Service Period 07/01/10 - 07/31/10

07/01 07/31 CHOICE ULTIMATE Monthly 68.99

07/01 07/31 Encore East HD included w/ENC East Service 0.00

07/01 07/31 STARZ and SHOWTIME Monthly 24.00

07/01 07/31 DIRECTV Protection Plan Begins in 30 Days: $5.99/Month 0.00

07/01 07/31 MYX Monthly 4.99

07/01 09/30 DIRECTV HD EXTRA PACK 3 Months Free 0.00

07/01 07/31 HD Access Monthly 10.00

07/01 07/31 EN ESPANOL Monthly 14.99

07/01 07/31 DIRECTV DVR Service Monthly 7.00

07/01 07/31 DIRECTV on DEMAND Tune to Ch. 1000 for more info 0.00

07/01 07/31 DIRECTV Whole-Home DVR Service Monthly 3.00


Fees

07/01 Leased Receiver 5.00

07/01 Leased Receiver 5.00

07/01 Leased Receiver 5.00

07/01 Leased Receiver 5.00

07/01 Primary Leased Receiver 5.00


Adjustments & Credits

07/01 Refer a Friend -10.00 Credit

07/01 Online Redemption -5.00 Credit

07/01 24 Mo Rebate: Mos 1-12 -24.00 Credit

07/01 07/31 HD Access Free HD Access for Life -10.00 Credit

07/01 07/31 STARZ and SHOWTIME 3 Mos of Free STARZ/SHOWTIME -24.00 Credit

07/01 Primary Leased Receiver -5.00 Credit


Taxes

Sales Tax 7.80


AMOUNT DUE $0.00

 

[stonecold]

I would really like to see this account 2nd hd charges dont happen with out reason.

 

[bobo8652805]

I also have this issue. My service was installed on 7/3. I went to directv.com to look at my account today. There were two $10 hd access charges and one $10 credit listed as HD disconnect. I called a rep and he said he was entering an escalation in because he was not sure what was happening. My order confirm listed the free hd and I signed up for autopay (oddly my first payment was charged to my cc today). The rep said it will take about a week to clear up. I love the service compared to Dish, but I am concerned about the rough start.

 

[jaj1701]

My "RECENT ACTIVITY" showed the following...multiple HD charges and disconnections....but as you can see in my bill a few posts up.....everything was as it should have been. But then again, mine matched up....a credit for every charge.

07/02/2010 Payment - CCard ($87.77) $0.00
07/02/2010 First Bill $0.00 $0.00
07/02/2010 XXXXXXXX9391 DIRECTV HD EXTRA PACK - Charge $0.00 $0.00
07/01/2010 XXXXXXXX9391 DIRECTV Protection Plan - Charge $0.00 $0.00
07/01/2010 XXXXXXXX9391 HD Access - Disconnect Adj ($10.00) ($0.69)
07/01/2010 XXXXXXXX3273 Leased Receiver - Charge $5.00 $0.37
07/01/2010 XXXXXXXX9391 HD Access - Charge $10.00 $0.69
07/01/2010 XXXXXXXX3378 Leased Receiver - Charge $5.00 $0.37
07/01/2010 XXXXXXXX9391 HD Access - Disconnect Adj ($10.00) ($0.69)
07/01/2010 XXXXXXXX3428 Leased Receiver - Charge $5.00 $0.37
07/01/2010 XXXXXXXX9391 The Movie Channel HD East - Charge $0.00 $0.00
07/01/2010 XXXXXXXX9391 Encore East HD - Charge $0.00 $0.00
07/01/2010 XXXXXXXX9391 EN ESPANOL HD - Charge $0.00 $0.00
07/01/2010 XXXXXXXX9391 HD Access - Charge $10.00 $0.69
07/01/2010 XXXXXXXX9383 Leased Receiver - Charge $5.00 $0.37
07/01/2010 XXXXXXXX9391 STARZ and SHOWTIME - 3MoFreeSTZSHOQ1 ($24.00) ($1.65)
07/01/2010 XXXXXXXX9391 HD Access - FreeHDAcc4Life ($10.00) ($0.69)
07/01/2010 $24Mos1-12Q1Q2 ($24.00) $0.00
07/01/2010 OnlineRedemQ110 ($5.00) $0.00
07/01/2010 XXXXXXXX9391 HD Access - Disconnect Adj ($10.00) ($0.69)
07/01/2010 XXXXXXXX9391 HD Access - Charge $10.00 $0.69
07/01/2010 XXXXXXXX9391 DIRECTV on DEMAND - Charge $0.00 $0.00
07/01/2010 ReferFriendNEW ($10.00) $0.00
07/01/2010 XXXXXXXX9391 MYX - Charge $4.99 $0.34
07/01/2010 XXXXXXXX9391 CHOICE ULTIMATE - Charge $68.99 $4.74
07/01/2010 XXXXXXXX9391 HD Access - Charge $10.00 $0.69
07/01/2010 XXXXXXXX9391 EN ESPANOL - Charge $14.99 $1.03
07/01/2010 XXXXXXXX9391 STARZ and SHOWTIME - Charge $24.00 $1.65
07/01/2010 XXXXXXXX9391 DIRECTV Whole-Home DVR Service - Charge $3.00 $0.21
07/01/2010 XXXXXXXX9391 DIRECTV DVR Service - Charge $7.00 $0.00
07/01/2010 XXXXXXXX9391 Primary Leased Receiver - LeaseFee Free Rcvr ($5.00) ($0.37)
07/01/2010 XXXXXXXX9391 Primary Leased Receiver - Charge $5.00 $0.37

Did your actual BILL reflect the two HD charges, or was it in your activity?

 

[bobo8652805]

My first bill was definitely $10 over what it should have been.

7/04/2010 Payment - CCard ($67.13) $0.00
07/04/2010 First Bill $0.00 $0.00 0
7/03/2010 XXXXXXXX5933 STARZ and SHOWTIME - 3MoFreeSTZSHOQ1 ($24.00) ($1.92) 07/03/2010 $24Mos1-12Q1Q2 ($24.00) $0.00
07/03/2010 OnlineRedemQ110 ($5.00) $0.00
07/03/2010 XXXXXXXX8413 HD Access - Disconnect Adj ($10.00) ($0.80)
07/03/2010 XXXXXXXX8413 HD Access - Charge $10.00 $0.80
07/03/2010 XXXXXXXX5933 Leased Receiver - Charge $5.00 $0.42
07/03/2010 XXXXXXXX8413 HD Access - Charge $10.00 $0.80
07/03/2010 XXXXXXXX8413 CHOICE XTRA - Charge $63.99 $5.12
07/03/2010 XXXXXXXX8413 STARZ and SHOWTIME - Charge $24.00 $1.92
07/03/2010 XXXXXXXX8413 DIRECTV Whole-Home DVR Service - Charge $3.00 $0.24 07/03/2010 XXXXXXXX8413 DIRECTV DVR Service - Charge $7.00 $0.56
07/03/2010 XXXXXXXX8413 Primary Leased Receiver - LeaseFee Free Rcvr ($5.00) ($0.42) 07/03/2010 XXXXXXXX8413 Primary Leased Receiver - Charge $5.00 $0.42

 

[jaj1701]

I see they charge/disconnect for every HD receiver you have activated on day one. My receiver I added the next day didn't trigger that.

So, that's the Charge/Disconnect.

The problem you have is your missing the ....

07/01/2010 XXXXXXXX9391 HD Access - FreeHDAcc4Life ($10.00) ($0.69)

...as if you didn't have the promotion according to your activity.

 

[bobo8652805]

I will let the "escalation" run its course. If they don't resolve it, they can jus put a permanent $10 monthly discount. I will be a little upset since my order confirm said free hd access for life.

 

[stonecold]

I will let the "escalation" run its course. If they don't resolve it, they can jus put a permanent $10 monthly discount. I will be a little upset since my order confirm said free hd access for life.

And if you read it it says it would credit the hd fee. The escaltion will take care of it as long as you have auto pay on.

 

[swzine]

I would really like to see this account 2nd hd charges dont happen with out reason.

My balance is now -$10 since they corrected it. I really had to argue for a while to convince them they were overcharging me.

06/28 07/27 CHOICE ULTIMATE Monthly 68.99
06/28 07/27 Encore East HD included w/ENC East Service 0.00
06/28 07/27 HBO, STARZ!, and SHOWTIME Monthly 36.00
06/28 07/27 HD Access Monthly 10.00
06/28 07/27 HD Access Monthly 10.00
06/28 07/27 DIRECTV DVR Service Monthly 7.00
06/28 07/27 DIRECTV on DEMAND Tune to Ch. 1000 for more info 0.00
06/28 07/27 DIRECTV Whole-Home DVR Service Monthly 3.00


Fees

06/28 Leased Receiver 5.00
06/28 Primary Leased Receiver 5.00


Adjustments & Credits

06/28 12 Month Rebate -24.00 Credit
06/28 Online Redemption -5.00 Credit
06/28 07/27 HD Access Free HD Access for Life -10.00 Credit
06/28 07/27 HBO, STARZ!, and SHOWTIME 3 Mos of Free STARZ/SHOWTIME -24.00 Credit
06/28 Primary Leased Receiver -5.00 Credit


Taxes

Sales Tax 0.35

 

[stonecold]

My balance is now -$10 since they corrected it. I really had to argue for a while to convince them they were overcharging me.

06/28 07/27 CHOICE ULTIMATE Monthly 68.99
06/28 07/27 Encore East HD included w/ENC East Service 0.00
06/28 07/27 HBO, STARZ!, and SHOWTIME Monthly 36.00
06/28 07/27 HD Access Monthly 10.00
06/28 07/27 HD Access Monthly 10.00
06/28 07/27 DIRECTV DVR Service Monthly 7.00
06/28 07/27 DIRECTV on DEMAND Tune to Ch. 1000 for more info 0.00
06/28 07/27 DIRECTV Whole-Home DVR Service Monthly 3.00


Fees

06/28 Leased Receiver 5.00
06/28 Primary Leased Receiver 5.00


Adjustments & Credits

06/28 12 Month Rebate -24.00 Credit
06/28 Online Redemption -5.00 Credit
06/28 07/27 HD Access Free HD Access for Life -10.00 Credit
06/28 07/27 HBO, STARZ!, and SHOWTIME 3 Mos of Free STARZ/SHOWTIME -24.00 Credit
06/28 Primary Leased Receiver -5.00 Credit


Taxes

Sales Tax 0.35

when I say look at it this is not what I mean. I actually have to look at the account and the orginal order to see if something is causing this.

 

[flabyboy]

I just joined and DirecTv double charged me for HD Access. Instead of 1 line item, there were two and only one $10 HD Free for Life credit. I spent 15 minutes on the phone with a CSR who insisted I was getting free HD access, even though I explained to her that there were two charges and one credit, and all of the charges, fees, and credits reconciled perfectly and it was clear that I was paying $20 for a service and getting $10 back. She refused to get a calculator and eventually hung up on me as I explained line by line. I called back and dealt with another CSR for 15 minutes who finally acknowledged the billing error and "cancelled the second service" for me.

I had signed up directly through directv.com, so it's pretty crazy how it could double up the fee. Unless they manually enter this stuff it seems like there is some kind of glitch and new customers should keep a close eye on their first bill.

I had the same thing happen. The CSR took care of it for me without a hassle though

 

[bobo8652805]

Escalation did not work for me. Supposedly, the issue is fixed beginning next month's charges but will not give me $10 credit for this month's overcharge. Rep is submitting a new escalation to a supervisor for a one time $10 credit. She said is was unlikely since I signed up for autopay after install. Not true. I signed up online during my original order and it was on my email confirmation of order. It is like talking to a brick wall.

 

[swzine]

Escalation did not work for me. Supposedly, the issue is fixed beginning next month's charges but will not give me $10 credit for this month's overcharge. Rep is submitting a new escalation to a supervisor for a one time $10 credit. She said is was unlikely since I signed up for autopay after install. Not true. I signed up online during my original order and it was on my email confirmation of order. It is like talking to a brick wall.

They definitely gave me the credit My balance is -$10 right now. My error was slightly different than yours I think since they did apply the free for life, but just had 2 line items for HD Access. The first lady wouldn't admit it. She told me abotu 5 times that it's free. I asked her to get a calculator and follow me and she said "I don't need a calculator - it's very simple and you're not being double charged". She didn't understand that there were 2 charges and one credit and that all of the subtotals reconciled. I started reading the bill line by line and she hung up on me. haha. Second rep saw it immediately, escalated to supervisor, and took care of it. I was really annoyed because she woudln't tell me the name of the person who hung up on me. I hope someone QC's that call. Not like they really care though.

 

[stonecold]

They definitely gave me the credit My balance is -$10 right now. My error was slightly different than yours I think since they did apply the free for life, but just had 2 line items for HD Access. The first lady wouldn't admit it. She told me abotu 5 times that it's free. I asked her to get a calculator and follow me and she said "I don't need a calculator - it's very simple and you're not being double charged". She didn't understand that there were 2 charges and one credit and that all of the subtotals reconciled. I started reading the bill line by line and she hung up on me. haha. Second rep saw it immediately, escalated to supervisor, and took care of it. I was really annoyed because she woudln't tell me the name of the person who hung up on me. I hope someone QC's that call. Not like they really care though.

Cause we dont know the names of the people who hung up on you.

Names are not listed just id numbers.
ID number are not recorded unless someone makes a note.
There are ways to find out who you got it just take a little time and research ot find out to whos ext the system connected you with to begin with.

So there are steps where we can take care of the agent, but it just not something were even I can say oh that was suzie Q on the 3rd floor ..

 

[Brewer4]

My retention credits and the HD for life is missing too. I knew that CSR screwed things up when I called a month ago. None of the things he said stuck. Great another call back.

 

[Paul Wozniak]

My wife got us free Hd for life by signing up for the automatic payment program. Been a customer of D* for 10 years now.