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1 Message

Tue, Jan 28, 2020 11:57 PM

Costco Directv, can’t lower 2nd year bill as promised

We got directv at Costco And were told we could reduce the second years price to be lower than the first year’s price. Call the Costco VIP DIRECTV number to do so and they said we could not lower the price. Feeling misled and lied to, has this happened to anybody else? What recourse do we have?

Responses

New Member

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14 Messages

9 months ago

I received a notification in my email to remind me that my subscription was ending December 31, 2019 and I should call as soon as possible to renew. I called November 30, 2019 and told the rep I wanted to cancel and give up DirecTV. He asked me, "Why?" I explained that my husband was going through cancer treatments and cancer screening to make sure it did not come back and we could no longer afford the high price of DirecTV. We had the cheapest package but the pricing gouging we could not afford. So he presented me with an offer I could not refuse. He gave me a sales pitch that since I was a good, loyal customer and they hated to see me go If I agreed with him over the phone then he would give us a $200.00 Visa Gift card, a $50.00 off for 12 months on what we had been getting and an additional $15.00 off for 12 months as well. He then told me what my first payments would be and it was something I could not refuse. I even told him I could use the $200.00 gift card to pay a medical bill.

I received in my email a confirmation of my new agreement on 11/30/2019. I saved it. They sent me a 2nd confirmation on 12/31/2019. Then they sent me instructions on how to get my $200.00 Visa gift card. All was well because they told me it was confirmed and I would receive it in 3 weeks.

Then on January 27, 2020 I receive an email telling me that my contract had expired and my new bill was over $100.00!!!!!

So I got on the phone first thing at 8:00 a.m. that morning. After 40 minutes of pleading my case and pointing out that this was clearly bait and switch and illegal she said, "Wait until 9:00 a.m. and I promise you I will call you back." It was then 20 minutes to 9:00 a.m. Well 9:00 a.m. came and went and no return phone call. So I called again.

From after 9:00 a.m. until after 1:00 p.m. they would hang up on me, not call back and when I would call back I would have to start my case all over again with someone new.

I was told that they would only reduce my plan to $45.00 off for 12 months. They did not care about the Visa Gift Card. When I kept pointing out to them that it was bait and switch they acted like they never heard the term or even knew what it meant.

In short they don't care so I told them to cancel my account with them period.

They said they could find no where in my account where I had been promised such a deal in spite of the fact that I have in my possession two separate emails confirming the new deal. I even asked if I could send them a copy of their emails that they had sent to me and was told, "This is just a call center. We are not supposed to get your emails."

Supervisor was totally worthless. Hung up on me and never called back. Last name Vargas. They refused to acknowledge even though I had a confirmation # and the man's name that had signed me up for this deal that they were refusing to let me have.

Finally another woman made the excuse, "Well that deal expired before your contract date ended."

Then why was it offered to me in the first place? The man that signed me up said, "This new deal will go into effect January 2020 after your old plan expires on December 21, 2020. I had called November 30, 2019 because they sent me an email encouraging me to do so.

This is bait and switch. Illegal.

So I got curious and typed it in my browser and you won't believe the (Edited per community guidelines) I pulled up against AT&T DirecTV for bait and switch. In fact the information is as fresh as December 2019! The article talks about how the company lost and has to pay out! https://hothardware.com/news/att-slapped-with-class-action-suit-over-directv-now-pricing

Every person I talked to would hang up on me and/or put me on hold for a L O N G time. Remember I started at after 9:00 a.m. and was on the phone recalling after being hung up repeatedly or left on hold repeatedly to finally return to me telling me, "No." until after 1:00 p.m. They went from willingly telling me their full names until they said they refused for security reasons. They were just passing me around.

So then I asked them, "Are you in the United States?" the reply, "No." overseas. They did not care one wit about US customers. Some of them were so hard to understand because of bad English or went they went to put me on hold before they did it sounded like a party was going on in the background! Riotous laughter and the sound of anything but a professional work place in the background.

So Americans lost jobs in America for AT&T DirecTV to send jobs over seas to people that could care less about Americans.

It became obviously clear there were no standards.

Finally the only time I got someone in the United States was when I gave up and said, "I want to cancel." "Cancel my account with AT&T DirecTV. Then I was sent to Technical were she confirmed through her English and stated, "Yes I am in America." She was puzzled as to even why I was sent to her because she told me that immediately upon cancellation on the day it happens a shipping label is to be produced automatically for me to ship back by UPS the receiver and power cord. She said, "Normally no one is transferred to Technical for cancelling their account because it is automatically generated." "You shouldn't have had to do anything and I am so sorry you were on the phone all day."

I asked for a number to Corporate Headquarters and told there is none. Only the call centers. That is it people.

No service. No compassion. No caring.

At this point I would rather not have satellite at all. EVER than to be treated like this.

(edited)

New Member

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14 Messages

(Edited per community guidelines) research it on your browser you will be amazed

(edited)

shannon02

ACE - Expert

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21.1K Messages

There are no return labels or boxes being sent unless you are more the 10 miles from a UPS/FedEx store that has been DTV's return policy for a few years now, take your account info and keep the receipt.

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
shannon02

ACE - Expert

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21.1K Messages

9 months ago

The employees at Costco and all other retail outlets are not employed by DTV/AT&T but work for a third party company that are known to say anything for a sale.

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Juniper

ACE - Expert

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23.3K Messages

9 months ago

Unfortunately those were not employees of DirecTV. Those salespeople work for a 3rd party retailier that sends new orders to other companies. Normally that would be Smart Circle who operates in Costco and Sam's Club locations.

You get what is on DirecTV's order confirmation. Intro discount is for the 1st 12 months. The only way 2nd year could be cheaper than the 1st would be by reducing services low enough. The recourse would either be going back to that exact location and complaining to a supervisor, or calling the retailer that owns the location. DirecTV can only provide you what was on the official order.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
mobilemax

Employee

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796 Messages

9 months ago

Hello,

It’s a one year price on a two year commitment. Hasn’t been longer in quite a while, which unfortunately means the representative at Costco misled you and figured in 12 months he’d not be around to correct it. Looking online, representatives at retailers pushing too good to be true deals usually are doing just that. I don’t know why the retailers let them continue to do so and hurt their name brand.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Juniper

ACE - Expert

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23.3K Messages

I'm guessing the good outweighs the bad. But I personally avoid 3rd parties whenever I can and just deal with the company's direct contact.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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