I have had a continuing problem with Tivo since I canceled my account in September 2008. I wasn't on contract; and had not been on contract for some years.
When I called to cancel, the rep pulled out all stops to convince me not to. I insisted, and it was done. Supposedly.
Tivo kept charging me every month for service, though. I called Tivo twice more in the first few months, and both times I was told my account was indeed canceled. However, they continued to charge me into 2009. I did chargebacks/disputes every month. My credit card bank always refunded my money, so that kept me happy. A little bothersome, but I already called Tivo three times about this and they weren't doing anything. Eventually, I was issued a new credit card when the old one expired, and figured I wouldn't need to do the chargebacks anymore (because Tivo had an old card, how could they keep chargin me?). Somehow, though, they were.
Finally, I wrote a letter to my credit card company to ask whether the $12.95 they were absorbing (often credit card banks will not file an actual dispute for a low charge) every month for over a year was worth it. I also asked how Tivo could continue to charge me if they aren't using my renewed card expiration date and CVC code.
The charges stopped. Great!
Two months later, though, I got a letter in the mail saying my account with Tivo was behind, and that my service was discontinued. The letter also said I was being sent into collections. I called Tivo. They claim that I owed $12.95, and that they have no phone calls on record from me since February, 2008 (which I think was a tech support call, but don't really remember). The representative said they could cancel, but would not cancel service until I paid the $12.95. They also told me that unless I paid immediately, I would be sent into collections and that the amount I owed would continue to grow (by $12.95 per month) unless I paid the $12.95 owed so I could cancel service.
Then they told me I could not access updates and scheduling for Tivo at this point. My account was on hold. I pointed out that not only did I cancel before, but that I haven't even used my Tivo since September 2008!
We went around and around for a few minutes until I just hung up.
So, according to Tivo, they will continue to charge me $12.95 per month, and send the accruing amounts to collections until I pay so that they can cancel my account. On any account that was (attempted to be) canceled three times. That hasn't been under contract for years (I think my original contract expired in 2006).
Look, TiVo, Michael's a great guy and all, but sometimes you just have to let go.
Try sending TiVo a letter by certified mail canceling your account. Bonus points if you have a lawyer friend who can write a quick letter on your behalf instead. You'll have proof that your letter existed, and certified mail might be just the thing to make TiVo sit up and take notice.
]]>Small claims court for the time and hassle. Hit them for as much as you can and no doubt they'll be asking you to settle and happy to hand you a check.
]]>...publish some possibly...
]]>We here a TiVo would really like you back. So let us offer make you a limited time offer, pay us all back fees and sign a new two year contract or we publish so possibly embarrassing information about your TV viewing. What would your freinds think about you watch one episode of Blossom 43 times?
Your pals
Tivo
*bangs cane on the ground* Now get off my lawn.
]]>Consumer: "Yes, I'd like to cancel my service."
TiVo: "I'm sorry Dave, I can't let you do that."
Consumer: "...my name's not Dave."
]]>@hillsrovey: I had a similar issue when cancelled Time Warner Cable. They kept telling me it was because their billing system was automated. Blah-de-blah. They finally relented and realized not only did I not owe them money, since I cancelled the account several months before, but they actually owed ME money.
]]>@QuantumRiff: I agree. Send them copies of all the proof you have that you cancelled the account
]]>Not sure on what extra you can charge them with with wages lost on the hours you have spent trying to cancel..
]]>Another option, if TiVo or their collection agent -- if external -- is sending bills through the mail is to accuse them of mail fraud. This is where the 'lawyer friend' (or state attorney general, if your state has a pretty active consumer affairs dept) comes in real handy.
It's a nice, legit action that I had to threaten on Centennial Wireless over the summer.
Also, if there is an external collection agent, do not forget to send a letter to them asap denying the debt.
]]>My policy is that if a single phone call doesn't take care of it, off to certified mail I go. Yes, it's annoying, but it's also documentation.
And documentation is invaluable in cases like this.
Any debt collectors call, I'd tell them that you don't owe the debt and you have documentation proving it(the charge backs, etc...).
]]>This might sound old fashioned, but perhaps you could write a certified letter so that you have proof that you did indeed ask to cancel the account.
]]>If not, it might be Small Claims Court. This sounds like harassment, too.
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