DIRECTV says $400 charge quoted to Black Forest Fire victim was a mistake

COLORADO SPRINGS, Colo. - DIRECTV says the agent that told a man who lost his home in the Black Forest Fire that he had to pay $400 for his burned satellite dish and receivers was wrong.

"I couldn't believe it," Jeremy Beach told the Colorado Springs Gazette. "I had lost everything and they acted like they could care less."

Beach said DIRECTV told him to get his insurance company to pay.

DIRECTV says it was all a mistake.

"The agent who spoke with Mr. Beach was wrong, and we have contacted the customer to apologize and assure him and his family that we will do everything we can to help them through this difficult time," DIRECTV said in a statement to 7NEWS. "DIRECTV has a clear policy that fully supports its customers during natural disasters that includes replacement of damaged equipment at no charge, long-term suspension of accounts for customers who must leave their home, and waiving cancellation fees for those who need to disconnect service."

DIRECTV's Facebook page was flooded with comments after the story initially appeared. While the page does not have a place for viewer comments, people started writing on the company's other posts.

"You should be ashamed of yourselves. I am going to tell everyone I know just how greedy your company is and how you care nothing for the loss of the families that are suffering and tell them to drop your service," Ashley Kent wrote.

"I was amazed when I heard this, especially after seeing the CEO do the documentary show where he went undercover as a new employee," wrote Bonnie Morris. "I was impressed with him, hopefully he will rethink this, every company has write offs or losses and this should be one of them."

At least one subscriber defended the company.

"I bet you it's not just directv who does this," wrote Daniel Eagan. "I still believe in directv know matter what anyone tells me other wise [sic]. I can make up my own mind as to what provider I want and if it's directv so be it. I live in the united states of America the land of the free and the home of the brave good night."

DIRECTV initially responded on Twitter with a link to its natural disasters policy. It says one option for people affected by a natural disaster is account cancellation.

"If service cannot be restored at the customer's home due to the damage from the storm, DIRECTV will cancel the account, and waive any fees associated with the inability to return equipment, along with any remaining agreement on the account," the policy reads.

Read the policy:

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