Watch your credit cards after you cancel service

Discussion in 'TiVo Coffee House - TiVo Discussion' started by donsullivan, Dec 3, 2006.

  1. Dec 3, 2006 #1 of 28
    donsullivan

    donsullivan Member

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    For those of you choosing to leave TiVo like I did, be careful to watch you credit card statements for many months following the actual cancellation. I cancelled my S2 (gave up on TTG for Mac) back in September and now 3 months later they decided to come back and hit me with another month of service billing and refuse to do anything about it.

    Just a word of warning for anyone else cancelling service.

    Edit: As the conversation continues, it turns out that their 12 month contract is actually a 365 day contract. Unless you start your service on the 1st of the month, you will be required to pay for 13 months of service to satisfy the 'one year' committment. Yet another reason to move on to alternatives. They are unable, and unwilling to explain why it took them 3 months to charge me for a 13 month of service on my 12 month contract.
     
  2. Dec 3, 2006 #2 of 28
    dstoffa

    dstoffa Member

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    If Tivo won't correct the problem, call your CC Company and dispute the charges. You'll be surprised how quickly you'll gt resolution, and you will not be liable for those charges whilst the CC compnay investigates.

    -Doug
     
  3. Dec 3, 2006 #3 of 28
    bmgoodman

    bmgoodman Member

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    Several major CC companies offer "disposable" credit card numbers for online purchases. I use them all the time. Tivo has been given one to bill me with. Should I ever choose to cancel, I can manage my account online to "kill" that number. Then Tivo can't charge the account any more, because so far as they can tell the card has been canceled.
     
  4. Dec 3, 2006 #4 of 28
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Don, that doesn't sound right. I think someone on our side has made a mistake. Please send me your contact info (e-mail it to estephen@tivo.com) and I'll have an account specialist investigate and clear this up.

    Best regards,
    Stephen
     
  5. Dec 4, 2006 #5 of 28
    volswagn

    volswagn New Member

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    They did the same thing to me about a year ago. They charged me on two different credit cards somehow. When I finally realized it six months after the fact, they said they'd correct it but they weren't refunding any of my money. I tried to dispute it with the credit card company, but they could only do the past two months. It was very frustrating. Once Tivo gets your money, they never give it back.
     
  6. Dec 4, 2006 #6 of 28
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Volswagn, I'm sorry to hear you had a problem, but it's hardly true that "we never give it back" -- we issue credits all the time. Please send me your contact info and I'll make sure an account specialist contacts you.

    Folks, if you have a dispute, please call customer support. If the agent can't help, ask to speak to a supervisor. If you still don't reach satisfaction, ask for an escalation. If nothing works, the forum here can be a safety net, but honestly 99.9% of complaints are resolved by customer support.
     
  7. Dec 4, 2006 #7 of 28
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    bmgoodman, I think this is bad advice. Canceling a credit card is not the same thing as canceling an account. You still have an obligation to pay; if we can't collect the amount owed to us because of an invalid credit card, we (like any company) will turn it over to collections.

    Want to cancel? Give us a call. Have a complaint about billing? Give us a call. Situation not resolved to your satisfaction? Let me know, and I'll make sure you're satisfied.
     
  8. Dec 4, 2006 #8 of 28
    samo

    samo New Member

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    Not the best advise either. Of course the first part of the advise is absolutely correct. Call TiVo to cancel your account first. But if charges appear on your account AFTER the account has been canceled, there is no need to contact TiVo or bother TiVoStephen. This is what your fraudulent charge protection is for. Credit Card companies are much more efficient and easier to deal with if your account has wrong charges.
     
  9. Dec 4, 2006 #9 of 28
    GoHokies!

    GoHokies! O2->CO2 Converter

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    KFME
    Your advice is far from the best to date. Fraudulent charge protection is for exactly that, fraud. Why don't you contact Tivo first and let them make the situation right?
     
  10. bmgoodman

    bmgoodman Member

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    Northern...
    Sorry, Stephen, for my unclear post. I was not suggesting simply killing a CC number without calling first. I was responding to those who had TRIED to cancel, only to have Tivo continue to charge the card. What I meant was that AFTER you call and cancel your service, you should then cancel the disposable CC number. That protects the customer from even erroneous billing and forces Tivo to attempt to contact you.

    I hope this clears up the confusion--I still recommend this approach. I have had great success with it.
     
  11. volswagn

    volswagn New Member

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    I asked to speak with a supervisor, I asked to speak with ANYONE who could help me with this. I was told that there was nothing they could do and that they would NOT be refunding me any money or offering me a credit. I couldn't believe what I was hearing. I asked, "you mean because you have my money by error, you're just going to keep that money??" They responded that policy prevented them from offering a credit in this situation.

    What happened in my case was that I had one Tivo, and then Tivo gave me an offer of a free (or discounted -- I can't remember) 140-hour Tivo because I had purchased gift subscriptions to others. I had to commit to a year of Tivo up front to get this offer. So I did it. So I now had two Tivos and the up-front payment was going to be applied in $6.95 increments for the second Tivo so essentially I had like 16 months of Tivo for the second unit pre-paid up front. I'd just have to pay for the first one. For some reason, I had prepaid the second Tivo on a different credit card. So when the 16 months or whatever was up, they started charging me $14.88 (or whatever the current rate + tax was) a month on one card as they always had done for the first unit, and then started charging me $14.88 a month on the second card for the second Tivo instead of the $6.95 rate. When I called to fix the error, I was sure they'd refund or credit me the several months they had done this. They would not. I asked to speak with a supervisor, and they said there was nothing they could do that it was policy not to refund any payments like this. I was furious. I spoke to everyone over there that I could talk to, with ZERO progress. I tried to dispute it with my credit card company but Amex would only dispute the past two month records for me. About a month later I cancelled all my Tivo subscriptions and got my cable company's DVR for living room & bedroom.

    Fast forward to today, my wife and I decided to try to curb our TV addiction, so we have turned in all but one of our cable boxes and have gone to basic cable -- pretty much network-only. I decided to hook up my old Tivo in my bedroom just to pause and fast forward regular TV and use it as a tuner. We then decided we might as well re-activate this one box. I went to the Tivo site last night and found out we now would have to pay $19.95 AND commit to a one year contract with a $200 cancellation fee if we cancel?? My cellphone doesn't even have that kind of a committment. You think I'm going to commit a year to a company that screwed me over so badly before?

    I don't get why you don't want to take my money month-to-month, but these two situations are enough to sour me forever on Tivo. I don't need to talk with a representative. The first event happened a year ago, so I doubt there's anything they could do at this point anyway.

    I referred several people to Tivo, and I just hope they don't have the same problems that I had. So far they are just normal month-to-month subscribers. I have no idea what will happen if you suddenly spring a contract requirement on them.

    I didn't mean to get into a long diatribe here, I just wanted to respond to the guy who said to be careful with your credit cards with this company, and I agree wholeheartedly. I just thought I'd post my whole experience for clarification. I also reiterate that people should be cautious with Tivo when it comes to giving out their credit card information.
     
  12. jfh3

    jfh3 Active Member

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    Sadly, a perfect example of why requiring anything other than month to month contract on a box for which the hardware subsidy has already been paid doesn't appear to be the smartest idea that Tivo marketing has ever had. :(

    To the OP - I've had a few billing issues in the past and Tivo has always provided the appropriate credit. It hasn't always been easy, but it gets done. Call again, get a case number if you don't already have one and escalate to the supervisory group. If that doesn't work, send TivoStephen a note with the case number and I'm sure he'll look into it.
     
  13. dmissz

    dmissz New Member

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    Aug 6, 2011
    I did a search and I found out a lot of people have had the same issue as me! How has Tivo gotten away with it?
    In November of last year I cancelled Tivo. I was told it was canceled and I also upgraded to the newer device! So I check Decembers billing through my bank and there was no payment taken out, so I figured it was taken care of as I was told. Come this month I find out that they have been charging me since November 2010 for the service I CANCELLED. So for eight months it comes out to 113.44! They refuse to refund or credit the money stolen from me to my new account. I found out that they do a free month for you that is why I didn't see a charge for December after I thought I had cancelled. I'm looking into what I can do so this practice stops. I've contacted my bank and lawyer. It turns out they have been doing this for a while to many people. Class Action Law suit anyone?!
     
  14. mr.unnatural

    mr.unnatural Well-Known Member

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    Ellicott...
    Unless Tivo pro-rated your 1st month's payment you should only have to pay for 12 months. I think Tivo charges you for the full month so if they tried to get you to pay for a 13th month after you canceled service they are stealing your money. It shouldn't be too hard to prove fraudulent charges have occurred if you have access to your credit card statements for the past 12 months. If, by chance, Tivo did pro-rate the 1st month then they should do the same for month 13.

    If the CSR won't give you satisfaction, keep escalating to higher authorities until you get someone that can actually help you. Front-line CSRs are just drones that will recite chapter and verse of company policy and usually have little or no authority to make any changes to your account or issue refunds.
     
  15. lessd

    lessd Well-Known Member

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    Lifetime service is so much easier, one charge period. When you done with the TiVo sell it on E-Bay and get part or more of your Lifetime payment back. Worked for me from the Series 1,2,3 to the Series 4 (TP). I don't know if it will still work with the Series 5 when or if that comes out. I do keep the original boxes for easy shipment.
     
  16. lrhorer

    lrhorer Active Member

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    :up: Agreed. No company ever wants a sub to discontinue service, and TiVo is no exception. To the end of retaining customers, many companies make it variably difficult to discontinue service, employing various strategies in the attempt. Some are more aggressive - read that, "Annoying" - than others. I'm not saying avoiding the hassle of dealing with a cancellation specialist is by itself a reasonable impetus to go with lifetime service, but it is one more significant thing to consider. By offering the lifetime service contract, TiVo has themselves cut off that avenue of retention, meaning the TiVo owner will never have to bother with it.

    The only down-side of the lifetime service is that it is a bit of a gamble. If the Tivo dies or is stolen / destroyed, then the lifetime service may have cost the consumer somewhat more than had he taken MTM or limited contract service. It's a pretty small gamble, though. While depending on the actual contract and the longevity of the TiVo it can take up to 2 years to break even, after just a few months the amount of cash at risk is pretty low. OTOH, if a burglar steals your shiny new TiVo a week after purchasing lifetime service, then you're screwed.
     
  17. aadam101

    aadam101 Tell me a joke

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    Which is exactly why most companies that are based on a subscription model work hard to deliver a great product. Tivo is an exception.....
     
  18. scandia101

    scandia101 Just the facts ma'am

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    I'm going to have to put the blame for this one squarely on you for not paying attention. This is a commonly used retention tactic. They give you a free month to let you think about your decision. When you accept that offer, you have to call again to cancel the subscription. They've done this to me a couple of times, but because I bother to pay attention, I know to call and cancel or to just not accept the free month.
     
  19. aridon

    aridon Member

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    Ok quick question. Buy a premiere you get a one year contact. Time comes at the end if that year does tivo put you on month to month? Does the contact auto renew for a year or some stupid thing like that?
     
  20. shwru980r

    shwru980r Well-Known Member

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    A Netflix subscription is really easy to cancel, pause or resume.
     

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