Although Albright had been using DirecTV for many years, her family had recently added an extra cable box to place in a back room when they or other caregivers came to stay. Unbeknownst to them, this addition sparked a new two-year agreement, but when asked for proof that they'd agreed to a new contract, DirecTV couldn't come up with it, Manrique said.
"Every time you hiccup they start you on a new two-year agreement basically," he said. "It'll run the rest of your life if you accept some other feature or other. They got you.''
Soon after KGO's "7 On Your Side" team contacted DirecTV, the family received a letter of apology from AT&T, the parent company of DirecTV, which agreed to waive the early termination fee.
In a statement to ABC News, a spokesman for AT&T said, "We have apologized to the family and resolved this."
The spokesman also noted that the mistake was made because of the name on the account, and that in this type of situation, accounts are canceled and all termination fees are waived.