June L Hancock sent a message to Michael White that said:
Mr. White,
I'm reaching out to ask for you help with a matter involving my inactive account with DirecTV. On 6/11/19, I spoke with a customer service representative and put my account on suspension with the agreement that I would call when I wanted to either reactivate my service or discontinue my service. The representative that I spoke with did not put my account on the 6 month maximum hold but instead placed it on a 30 day vacation. I was unaware of this until I received a bill for $343.60 months later. I called to find out where the balance was coming from as the account was on suspension. I was told it was a mistake and that the balance would be zeroed out. It was not but I was unaware of the continued balance until I received a call from a collection agency. I have asked multiple representatives from your company to pull the phone conversation from 6/11/19 to verify the exchange and proceed accordingly. If I am mistaken in my understanding of the request I made as to the status of my account, I am happy to pay this bill. However, if the representative I spoke with did not follow through correctly, I would appreciate your help in correcting my unowed balance. Because your representatives are refusing to pull the phone call and get to the bottom of the matter, I'm asking for your help in resolving this matter by requesting a copy of the call for review. Please advise if this is something I can count on your help with. I sincerely appreciate your time.
Regards,
June Hancock
