Action 9

Action 9: DirecTV waives customer's cancellation fee, then bills her anyway

MONROE, N.C. — A Monroe woman dropped DirecTV and said the company agreed to waive the early cancellation fee of $363.

But she said she was billed that fee and that DirecTV denied telling her anything different.

Tiffani Knight said she signed up for a DirecTV bundle, but after a few months, she got bad reception and was being overcharged.

"It's been a problem. It's been an ongoing problem,” Knight said. “I've called in several times."

Knight said she went on DirecTV’s live chat, and the customer service representative told her, “We are waiving the cancellation fee.”

Knight saved the transcript.

"That was the only evidence that I had," Knight said.

That cancellation fee was still on her bill.

"I flipped out," she said.

She said she called the company, but no one would drop the fee, despite that transcript.

"I was frustrated,” Knight said. “I was upset. I mean, I was in tears."

Action 9 contacted DirecTV and it acknowledged its mistake, refunding Knight's money.

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