Help - DishTV cancellation charge [Update - call from Dish!]

1ddqd

I'm trying to nip this in the bud by getting as much info as possible, but I have a feeling it will drag on forever.

I live in an apartment complex in TX that has a MDU contract with DishTV - it expires this December, but I signed up for service in March when we got a HDTV. They were the only option as the apartment complex denied FioS TV installation (even though we are already wired for it).

I called DishTV and set it up over the phone. The associate said he'd set it up for a month-to-month plan. Little did I know it was a 24-month commitment (never said) that would be billed month to month. In fact, I specifically said "I need this to be month to month because of the nature of my job: I could have to move at a moment's notice" - the guy on the phone said "Sure, I understand that"

I called a month ago to cancel the service on Oct 15th, when we move out. That's when I get this 24-month business and ask them to research it. The guy says he can't cancel more than 1 month out, so I tell him I'll call back today. The guy says he'll call back about the contract, never does.

Today, I call in to cancel and again, get hit with the 24 month thing. The girl on the phone says that I signed a contract that agreed to it. The only thing I signed was a work order when they came to install it... so I had her mail me the contract I "signed."

What are my options? I'm 7 months into a 24 month contract and the cancellation fee + final bill is over $350, which I don't have - the security deposit on my new place will kill me anyways. I'm determined not to pay this, so what can I do to make sure my credit doesn't go in the pooper? I just bought a new car and there's already that hit to deal with.

1ddqd

Apparently on phone orders, the rep signs my name via proxy since I'm not there to sign physically...

...sounds fishy if I'm unable to read and understand the full terms of the contract. Any ground I could stand on there? I guess really, I'll have to wait until I get the contract.

Also, I'm going on BBB right now to file a complaint about this process. Here's the text:

I bought a HDTV in March 2009 and to enjoy it, I decided to order HDTV service. First, I called Verizon because I have FioS internet already. They confirmed I could receive TV service and set an install date for which they never showed. It turned out my apartment complex has an MDU agreement (which has been determined by the FCC to be invalid) which provides only DishTV service to all residents. As such, Verizon was unable to install the equipment.

I called DishTV to set up service. They confirmed over the phone that I would not be required to make a down payment on the account because I was "qualified." I mentioned specifically paying on a month-to-month contract basis because I'm never sure if I'll be moving and I don't want to set up long term service contracts because of that. I paid $99 activation which was applied to my first bill. Since then, I've been paying month-to-month for the service I was under the impression was a month-to-month commitment.

2 weeks ago, I called to set up disconnection for Oct 15th, the date I'm moving out. This is when I first learned I would be charged a disconnection fee. The rep then stated they would be unable to disconnect my service until (at the earliest) one month before the date. I told him I would call back, but asked him to research the matter and even listen to the call to verify this. The rep said he would look into it and personally call me back. This never occurred.

Today, I called to set up the disconnection on October 15th. The rep on the phone notified me that I'd be charged a disconnection notice of $237.50 plus whatever was on the bill for services up to this date (an additional $165.04).

I explained again that I didn't agree to a 24-month commitment. She stated that I signed a contract when I started the service (even though I only ever signed a work order for the first and second receiver installs).

In fact, my lease ends on Oct. 31st - because I signed up in March, that means even a one year contract would be too long. There is no logical reason I would knowingly decide to enter into a 24-month commitment. Dish Network also fraudulently signed my name to a contract of which I was never given a copy (as required by the Consumer Protection Act, which I'm sure you're familiar with).

Improvolone

I know its not a fix, but can you not relocate the dish to your new residence?

1ddqd

Improvolone wrote: »

I know its not a fix, but can you not relocate the dish to your new residence?

I mentioned MDU, but I just realized I forgot to say what that means.

I don't actually have a dish. There are 3 in the apartment's pool area and the apartments are wired to that. When I get a receiver, they install an in-line decoder that unlocks more channels according to the plan. So no. I can't. And I won't - the new apt is all FioS only, and that's all I want.

Improvolone

Really focus on "this is what I asked for, I was told that is what I was given" as much as possible. Be nice, be curt, continue to ask for a supervisor if the person can't/won't help you.

If nothing comes of it, depending on ho good your credit is, just take the hit and tell them you aren't paying.

1ddqd

Improvolone wrote: »

Really focus on "this is what I asked for, I was told that is what I was given" as much as possible. Be nice, be curt, continue to ask for a supervisor if the person can't/won't help you.

If nothing comes of it, depending on ho good your credit is, just take the hit and tell them you aren't paying.

My credit score was 635 when I financed my new car - with parents as co-signers I'm at 3% interest, I just want to make sure it's not too negatively affected. The car is on automatic-drafts as are all my bills, save Dish TV.

I will stick to that argument though, since it's the only thing I know.

Improvolone

Every single person you talk to, ask for a name and ID number. Keep track of who you talk to and who says what.

MushroomStick

I had a similar experience with Directv. It took contesting by mail, with a police report attached, to finally get them to leave me alone.

dasnoob

My credit score was 635 when I financed my new car - with parents as co-signers I'm at 3% interest, I just want to make sure it's not too negatively affected. The car is on automatic-drafts as are all my bills, save Dish TV.

I will stick to that argument though, since it's the only thing I know.

Continue with the BBB and keep asking for a supervisor. If neccessary contact the police about them signing the contract in your name without your consent. Send the report to them and mention it over the phone.

Don't not pay the bill. That could put your credit in a not nice territory. I know around here you have to have over 600 just to qualify to rent an apartment.

eternalbl

In addition to spending hours on the phone getting supervisor's supervisors, do the corporate e-mail.

Having worked in a call center that is the single thing I've seen get the most results for anyone who isn't insane.

1ddqd

I'm no stranger to a corporate email carpet bomb, that will be pursued if the BBB and my Bank can't keep the charges in check.

However, the card that is "linked" to the account is an ATM card I toasted a few weeks ago. I have a new number now and am only paying for the billed service. If the charges for disconnect hit the account, I'm going to contest and file the report with the Police at that point. I want to see what comes of the BBB before I do anything else.

I should mention I work at a mortgage company (and worked the collections center) so I know the tricks they'll throw at me, but I only worked with secured debt. Now, being in Texas, I know I can't have my wages garnished, which is why I'm worried about my credit rating.

Thankfully, I'm already approved for this new apartment (the reason for the move and cancellation).

MushroomStick

I wouldn't count on the BBB getting you anywhere anytime soon. Last time I checked they already had something like 30,000 open complaints.

1ddqd

MushroomStick wrote: »

I wouldn't count on the BBB getting you anywhere anytime soon. Last time I checked they already had something like 30,000 open complaints.

Over 70% get resolved, so I'm hopeful. It's not like it's my only option, but it does impact companies and I like to have all my bargaining chips.

Plus, the division I have to work with is based in Denver, and, come on, aren't people in CO happy with all their services anyways?

Nobody

If the agreement was done verbally over the phone, there's a very good chance it would have been recorded. Ask to listen to the recording.

1ddqd

Nobody wrote: »

If the agreement was done verbally over the phone, there's a very good chance it would have been recorded. Ask to listen to the recording.

True - when I brought this up on the phone, the girl rep yesterday said "We may or may not have recorded it because we don't record every call"

I think I'll start having them call me on my Google Voice number so I can record it for them (and from now on, as well)

Lautermilch

Here are some others having problems with DishTV
http://www.ripoffreport.com/Search/Body/dishtv.aspx

Improvolone

1ddqd wrote: »

Nobody wrote: »

If the agreement was done verbally over the phone, there's a very good chance it would have been recorded. Ask to listen to the recording.

True - when I brought this up on the phone, the girl rep yesterday said "We may or may not have recorded it because we don't record every call"

I think I'll start having them call me on my Google Voice number so I can record it for them (and from now on, as well)

Tell them they are being recorded, not knowing what call center takes your call you can't be sure of recording laws.

Nobody

1ddqd wrote: »

Nobody wrote: »

If the agreement was done verbally over the phone, there's a very good chance it would have been recorded. Ask to listen to the recording.

True - when I brought this up on the phone, the girl rep yesterday said "We may or may not have recorded it because we don't record every call"

I think I'll start having them call me on my Google Voice number so I can record it for them (and from now on, as well)

I can't imagine that it'd be easy for them to enforce the agreement then as in that case they haven't recorded your authorization for a 24 month commitment, and they have nothing signed by you where you agreed to the 24 month commitment.

EDIT: Clarified the "items signed" portion.

Deadfall

These guys do this all the time.

I live in Colorado, but I moved to Arizona a while back for a year for a job. Wanted to watch hockey, but not the Coyotes. Long story short, we were told, "Yeah, no problem, sign up for this program here and you can watch all the hockey you want." We got the pre and post games, but the games themselves were blacked out. Call to complain, "Sorry, but you had to read the fine print, all games are restricted by region."

We tried everything to cancel, were told we "signed a contract over the phone" and finally ponied up the 200 dollars to just end our contract.

Never getting a dish again. Best of luck, pal.

1ddqd

Deadfall wrote: »

These guys do this all the time.

I live in Colorado, but I moved to Arizona a while back for a year for a job. Wanted to watch hockey, but not the Coyotes. Long story short, we were told, "Yeah, no problem, sign up for this program here and you can watch all the hockey you want." We got the pre and post games, but the games themselves were blacked out. Call to complain, "Sorry, but you had to read the fine print, all games are restricted by region."

We tried everything to cancel, were told we "signed a contract over the phone" and finally ponied up the 200 dollars to just end our contract.

Never getting a dish again. Best of luck, pal.

Roger that - I can only hope that enough people hear stories word of mouth and the Dish slowly fades as fiber spreads.

RavynBlackheart

I used to work for Dish network in their retention department. Tell them you're moving to Canada or Mexico and thus can't take the dish with you, because honestly most of my old coworkers don't know their ass from a hole in the ground and thus won't really understand MDU. If they insist on charging a fee request to speak to the supervisor right there. Usually you can get the fee removed with very little hassle if you ask for a supervisor. Bear in mind if you ask for a supervisor, if i remember my training and call quality rules correctly, they HAVE to get you a supervisor right then. I'm not sure if this was just for the Thornton call center though, which is where most of their retention agents are located.

1ddqd

RavynBlackheart wrote: »

I used to work for Dish network in their retention department. Tell them you're moving to Canada or Mexico and thus can't take the dish with you, because honestly most of my old coworkers don't know their ass from a hole in the ground and thus won't really understand MDU. If they insist on charging a fee request to speak to the supervisor right there. Usually you can get the fee removed with very little hassle if you ask for a supervisor. Bear in mind if you ask for a supervisor, if i remember my training and call quality rules correctly, they HAVE to get you a supervisor right then. I'm not sure if this was just for the Thornton call center though, which is where most of their retention agents are located.

Good to know. What do you think about this whole "sign for you over the phone" thing with the contract?

RavynBlackheart

1ddqd wrote: »

RavynBlackheart wrote: »

I used to work for Dish network in their retention department. Tell them you're moving to Canada or Mexico and thus can't take the dish with you, because honestly most of my old coworkers don't know their ass from a hole in the ground and thus won't really understand MDU. If they insist on charging a fee request to speak to the supervisor right there. Usually you can get the fee removed with very little hassle if you ask for a supervisor. Bear in mind if you ask for a supervisor, if i remember my training and call quality rules correctly, they HAVE to get you a supervisor right then. I'm not sure if this was just for the Thornton call center though, which is where most of their retention agents are located.

Good to know. What do you think about this whole "sign for you over the phone" thing with the contract?

I've never agreed with that. I know that when people would request a copy of their contract we'd have to request them from the executive office in Englewood, CO, unless a scan of the contract that they had signed had actually been in the system, which was rare as those only existed for people who signed up and got installed by Dish Network themselves and not any of the 3rd party retailers/resellers. Your best bet is to call in, get the fee removed and don't worry about it.

1ddqd

RavynBlackheart wrote: »

I've never agreed with that. I know that when people would request a copy of their contract we'd have to request them from the executive office in Englewood, CO, unless a scan of the contract that they had signed had actually been in the system, which was rare as those only existed for people who signed up and got installed by Dish Network themselves and not any of the 3rd party retailers/resellers. Your best bet is to call in, get the fee removed and don't worry about it.

I'll most likely call in tomorrow and ask for the supervisor - update imminent

1ddqd

I received a call from Dish TV (800-333-3474) on my Google Voice number. The translation is pretty terrible, but the voicemail said to call back from between 4:30pm-12:30am (my time - I'm guessing he's in a west coast state or HI something). Anyways, I'm going to have him call back on my Google Voice number so I can record the call. I'll upload the mp3 of it when I get it settled.

1ddqd

Well, here's the final update. I got an actual call back from the guy at Dish Network. TLDR: They couldn't find a contract (no shit) so I wasn't liable for the cancellation charge.

Uh, I need to embed this, but I don't think I can with the forums. Anyone know?


<object type="application/x-shockwave-flash" data="https://clients4.google.com/voice/embed/embedPlayer&quot; width="100%" height="64"><param name="movie" value="https://clients4.google.com/voice/embed/embedPlayer&quot; /><param name="wmode" value="transparent" /><param name="FlashVars" value="u=02740989929861389477&k=AHwOX_BhCZ3zPYvPXXmQ-zmRmEwYSDERCgX6RXjNLWugiYvEYx4uWMjjpc_TBKtrAgjMeHRCQbqJFWhkZQ2CVAn819NOegRlIeQIZGhMav21XI-cNYlm9qjDeXu_Vm9vIJzoqFSyOght7WflMqjLZwa2N1xwPsEYW_6ULkyV2TAMo6adHIgCc0c&baseurl=https://clients4.google.com/voice&autoPlay=false&quot; /></object>

It's the google voice recording - basically, all you need to know about how well Dish Network handles their BBB complaints. So, world, successful BBB usage - your mileage may vary, but I was completely in the right so it worked out OK for me.