DirecTV
reviews and complaints

While living in atlanta ga I subscribed to directv hd service. Probably around 2002 or 2004. I paid out of my own pocket for 3 standard definitions directv receivers, 1 directv hd receiver and 1 hd dish and triple lnb with mounting hardware. From the beginning I had problems with the hd part of my service. First I was told that it was never ordered. With continued problems receiving the hd channels I contacted a local satellite installer. They came out and checked over the directv installers work and said the aim of the dish was not right for hd. They said that the design of the dish was not really very good to capture signals from the 3 satellites required for complete service. They re-aimed it best they could. No reliable hd service and regular sd service that would pixilated freeze and go out on cloudy days, during cold weather and never hd.

I put up with it for a little over a year. Then I cancelled my service. When I did directv sent me a bill for over $200 for canceling. I pleaded with them that they never actually delivered to the terms of my contract in that they never actually provided me hd service and the sd was substandard.
They rejected my claim and proceeded to try and collect the cancellation fee. They said I had not called the service folks enough times to convince them that the service was really bad. I told them to consider that I had paid over $600 out of my pocket for all of the directv equipment and why would I cancel service and loose my investment in all that worthless hardware if I did not have to because of no hd?
They never replied and continued to try and collect. I sent them the serial numbers of the receivers and said if they pay me for them I would pay them their cancellation fee. No response. Ultimately the bill has been sold to 3 different collection agencies. I continue to inform each of the situation.

Bottom line: directv sucks. Its policies suck. Their people suck. The epitome of rotten customer service. An example of raping of the consumer.

Beware! My friend didnt have a credit card and asked me to pay her direct tv bill and she would pay me cash. I selected the one time payment option. Months later her service was cancelled and she had an outstanding balance. Because they had my credit card info on file they charged my card without my consent. I am still fighting this but it didnt matter that my card was not even the name on the account they still said they had the right. If this isnt fraud i dont know what is!

We had been customers of Directv for years and repeatedly had billing problems with them. They always had fees added on to make our bill more than we agreed to pay, and I don't mean because we were ordering movies or doing anything to justify it. We remained customers even though we did not like their service or practices because they have the rights to NFL Ticket and we are big football fans. Well this year we finally had enough and decided we were going to try cable instead and give them a try. We never agreed knowingly to them having authorization at anytime to deduct money from our account. I always had to give authorization for my online payments all along. Well, when we changed to cable about a couple of weeks later I went to do some online banking and noticed they took the FULL balance they SAY we owe of $241.62. Never called to inquire if there was funds to cover that. They just decided I had the extra money out of our fixed income. I went to the bank after trying to talk to Directv and getting nowhere, and they informed me that they had other complaints about Directv doing that to other people. Apparently in the fine print they give themselves the authorization to take money from your account if you fall behind on bill or decide to leave them. I don't know how this can be legal! How do they know I have that kind of money to spare. I planned on paying on my balance as I could afford. Please think twice before doing business with them. If you do then at least don't give them your banking information or pay online as they keep it saved so they can do this to people. Get one of those money cards that can be used as a credit card and you keep whatever balance you want on it. That way they only have access to the amount you are willing to and can afford to pay.

Since aug. 2010 direct tv has promised us the use of the all famous whole home system. Beware, it is really not whole home. You have have one dvr and recievers in each bedroom. They told me that my boys could watch their recorded shows at the same time in their bedrooms. They cannot. After months of calling in, long evenings on hold and numerous e-mails and phone calls they finally tell me tonight that only one other reciever can watch a recorded show at a time. I have been paying a monthly fee for the whole home service all this time and nothing, it will not work. They will do nothing for me, no partial refunds, no offers, nothing to help soothe the situation. I tried to explain to him we have had 3 installation people out here and they have all promised the whole home and watching recorded shows at the same time in each bedroom. They will not budge. Their commercials are misleading and do not advertise as promised. They should be sued for false advertisement and leading on the public. I am furious right now and I never had these problems with dish network. They are downright rude to me. I do not recommend the supposed whole home system to anyone. It is a lie and decieving, save your time and money and go with dish network.

On January 15 2011, I contacted DirecTV satellite services to review my account. The purpose was to determine whether to continue service with this company after having been a customer in good standing since 2003.
Disclosing that I was considering switching to another television service provider (cable/satellite) if I could not receive similar offered/advertised services from DirecTV, that others were offering, a verbal offer was made by the customer service agent, as follows:
1. swap out of a standard receiver with an HD-DVR receiver for 0.00 (I agreed to pay a delivery and handling fee of $19.50 + $1.50 tax to total $21.50 before the end of the call by credit card)
2. free DVR service for 12 months if I agreed to a 24 month service agreement and kept at least 2 receivers active on my account for an additional 12 months
3. free professional installation
4. maintain my current pricing plan with no increase in my monthly billing fee for 24 months unless after 12 months I opted to continue receiving DVR service at which point I would be charged an additional $7/month; if I opted to not receive DVR service, I would be required to send back the HD-DVR receiver and continue to have, at least, 2 receivers active for the duration of the service agreement (12 more months)

Once the details of the verbal agreement were stipulated, I asked that this be emailed to me for confirmation. Upon receipt of the email, I agreed to the "Terms and Conditions" (Exhibit B) that were available, as instructed by the DirecTV representative, by direct hyperlink in the email under "Other Important Details To Remember", "terms and conditions of your order", "as stated in your agreement" (see exhibit A)

On January 20, 2011, the installation was performed and my wife, who was not privy to the verbal stipulations, and the "Terms and Conditions" agreement, signed what she believed was merely a confirmation that the installation had been completed to her satisfaction. She also agreed to the inclusion of a "service contract" that was "free for the first 30 days."

Dispute:
As stated above, the final point of the contract/agreement was that there would be no increase in my monthly service charge. However, upon receipt of the February statement of charges for services from DirecTV, the DVR service had not been credited and an additional $1 was added to all receivers active in my home. The previous months bill (January 2011) was $86.93 and February's bill is $100.29, an increase of $13.36.
Obviously, the terms of the agreement we not respected and institued by DirecTV. If I had not reviewed the bill before my wife paid it, I believe that DirecTV would have interrupted this as a binding agreement through payment of services.

I contacted DirecTV customer service (800-DirecTV) by telephone. I spoke with a customer service agent (CSR), a supervisor (Ashley), and finally a manager (Dennis) in an attempt to reconcile the discrepency.
Ultimately, after some very heated dialogue, numerous long periods on holds, transfers, and lengthy explanations, I was able to get the agents and the manager to agree that the DVR service was to be credited for 12 months, that the service contract was not part of the original contract thus had to be removed, and that I reserved the right to cancel the DVR service at the end of the first 12 months as stipulated in the verbal conversation notes (only within DirecTV receipt but confirmed as existent by the DirecTV agents) and the "Terms and Conditions" received and reviewed by email on January 15, 2011.

However, what remains in dispute is the increase in the monthly "Fee" for additional receivers that increased from $5/month to $6/month. Both Ashley and Dennis, state that per the "Customer Agreement" found on the DirecTV website the company reserves the right to increase fees at any time. They also stated that notifications had been sent to customers about the rate increase. However, when I asked for them to reproduce that notification they could not and one stated that it was sent out over 2 months ago and another stated probably 2-3 weeks ago. When queried as to why this rate increase was not disclosed upon my negotiating of a new "Service Agreement" I was told, "well, we can go to lunch and when we come back things have changed". I spent a considerable amount of time reviewing old DirecTV emails I received to see if there was any containing a notification of a rate increase to no avail. Regardless, since no disclosure or representation of fees were introduced into the agreement by the original CSR, I argued that what ever increases occurred were not legal since we had negotiated a contract and agreement which clearly stipulated that there would be no changes i.e., additional charges, applied to my bill. Dennis argued that the Customer Agreement clearly states that the company reserves the right to increase its fees; I argued that the contract was null and void. He stated that I could cancel the service at which point I asked, "and how much will I be charged?" Dennis stated that per the Customer Agreement the company had the right to charge up to $480 however he was willing to take partial accountablility for the lack of clarity between what was sent to me in email, and via hyperlink within that email, and the DirecTV website Customer Agreement. For this disrepency, he would only charge me $5/month for twelve months and then $6/month thereafter for additional receivers. Understanding that this would be considered a "settlement of the dispute", I declined the offer.

Please assist me and the many other "customers" enslaved by DirecTV through these one-sided binding agreements. Fair and ethical practice establishes trust and a culture of justness. It is obvious that DirecTV uses decepetive, false, and misleading business practices. In addition, DirecTV forces its CSR's, Managers, and Supervisors, as well as it "Professional Installers" to commit collusion; the only time customers sign documents is after the installation is completed, not before, as stipulated as necessary in California contract law (http://www.lectlaw.com/files/bul15.htm). These documents contain "fine print" that attempt to nullify any and all previous agreements except the ones that benefit DirecTV and its affiliates. The signing of these documents is misrepresented as only to "certify that the installation was completed to the customers satifaction, " when in reality the document is much more. The document to be binding must include the stipulation of all previous verbal and written agreements,

"1623. Where a contract, which is required by law to be in writing, is prevented from being put into writing by the fraud of a party thereto, any other party who is by such fraud led to believe that it is in writing, and acts upon such belief to his prejudice, may enforce it against the fraudulent party." (http://www.lectlaw.com/files/bul15.htm)

all information is paraphrased from a telephone conversation

I have just had an unauthorized debit charge to my account by Direct TV. I have made several attempts to reasonably resovle this situation but no help. This has got to be the most unreasonable and unwilling company i have ever dealt with and I just wonder how they are allowed to do this kind of thing. My bill was $378.00 and they took $822.00. Now i am at there mercy and can only hope they will return the remained when they recieve there equipment. They have completely drained my account and any payments previously made will surely find insuffiant funds.

They said the deal we agreed on was not valid. I did not use the initial "vouchers" Said they sent the information via e-mail (which was not my address) and said they sent the info in the mail which I did not receive. So they are charging me the full monthly payment, instead of the $19.95 we had agreed on. When I finally told them to get their stuff out of my house, they said they would send me a box with complete instructions on what to send them. This was a month ago and like the vouchers I have not received it. I paid my $19.95 every month but they still say I owe them the full amount. I have not complied with their wishes, and they will not talk to me reasonably. This deal was made with our phone company and I just found out that they initially pay the fee to Direct TV. The phone company is being very patient and understand the dilema. thank you, Judie Corcoran

Here in Michigan if your standard receiver goes bad and you have to get another receiver you MUST ugrade to HDTV even if you do not have a HDTV. You cannot get a standard receiver, they will not allow it. I have been a customer for over 20 years but not anymore. When a company tells you that you have to have a certain T.V to get their service then obviously they do not need my business. How about yours. I am now a DISH convert

We subscribed to Directv sattelite service fro 2years the fall of 2006. ayear later the wife wanted a DVD Recorder added to our service. I said to her ok if they don't extend the conract as she wanted to move to Phx. AZ tobe near her new grnd.son there. When she called the rep. said no i would not increase the contract time, I was sceptical so I got on the phone and asked the same question, same answer, I got. At the end of 24 mo. we called Directv to come get their stuff and they said we had to take it to Az for another 2 years, or pay $287 early term. fee. We ignored this threat and sure enough we had a collection item on my credit reportin a month. We disputed the item by telling the truth that Directv lied to us and refused to pay the extra fee. So after lots of writing and complaining to the BBB, FTC, STATE OF VA. & AZ ( GOT NO WHERE AS USUAL) AND 8 MONTHS OF PAYING LEXINGTON LAW, a big fee got rid of their credit ruin, Then 6 months later Directv would sell it to another Boiler room Operation to harras us. Got that one disputed and 3 years later we just got another credit alert directv did another Credit ruin on my credit file. So beware of Direct tv. I would not use them if they were the only way to watch any TV. I would do with out. I just signd up with a service that sues these kind of companies that harrass people over and over again like Directv has done to us! I hope we can win a big Law Suit against Directv to/and make them stop with the credit scams the have done 3 times with us on the same thing. But ti's the principle with me

Let me begin by saying that at this point I do not expect this email to produce the results I want but I would be remiss if I didn't send it.

It is a rather long story but I will try to cut to the chase. Last september I signed up with direct tv for 2 reasons; (1) I was advised that it was better than dish and, (2) I would be able to get my local channels.

The ad clearly stated local channels included. After several calls I was told that by the end of october negotiations with the television stations in erie, pa would be settled. Well, that was another lie. I repeatedly called and was told a variety of reasons why I could not get them. Unfortunately, every time one calls you get a different customer service rep. I couldn't find 2 that said the same thing. I then called the television stations in erie and they indicated that direct tv is only willing to pick up 2 stations and they want them to carry 3.

I then spoke with a tech. He advised me to buy an indoor antenna—which I did. Let me add that I was also advised by many that it would not work.

Another tech said I had the wrong receiver—that an indoor antenna would not support the hr 20—i needed something above that along with an am 21 tuner. After checking into this—i was not willing to spend $200.

Let me say before I go any further, I simply wanted to be let out of the contract—it was false advertising on the part of direct tv. I am also aware that direct tv settled a multistate lawsuit for millions of dollars in december 2010 for false advertising.

I was told repeatedly that there was no way I could be let out of the commitment without paying $400. That is such an unacceptable response. I cannot even begin to tell you how ludicrous that is. I would much rather pay an attorney for help with this. Again, it was false advertising on the part of direct tv so that would make my commitment null and void.

In any event, I called the attorney general's office in pittsburgh. If after filing a complaint I am not let out of the commitment I will go to local newspapers. I will not quit trying to get rid of direct tv—it's been a nightmare for me—countless lunch hours making calls at work and from home.

I decided to try one more time and called corporate and somehow got someone there. After having to regurgitate the whole story, she offered to send me the hr21 and the am21. I hooked up everything-including the indoor antenna - and guess what, it didn't work. Again, the only way it would possibly work is to get an outdoor antenna. Is direct tv willing to pay for that?!

I have already missed the entire football season not to mention programs I regularly watch on the local channels out of erie, pa.

I simply want to be released from this commitment so I can move forward and put this behind me. I have grown rather weary of dealing with direct tv but I will continue until I am released from my commitment without any cost to me.

Linda

Why is it that new customers should receive better price packages than long term customers? Do you really have to go around and play the game of looking for a new service with another company or play the "how much do you want to keep my business game"? The response I got today was they really don't care, the idea of promotions is to get new customers. Where does customer appreciate factor in that? My reward for being a long term customer is to pay a considerable higher price than a new one. I have been a customer for 10 years and have had to fight for a decent rate the whole time that I have had their service. It may take a lot of effort, but you usually can get them to give you a better deal. This is my reward for staying with them. Are there any company out there that appreciates customer loyalty. If so, Direct TV falls short on that list. Luckily I have completed my 2 year contract, otherwise they would be looking for a hugh early termination fee.

After hours on the phone going back and forth on rates and rebates we finally sign up for 2 years with DirectTV for my wife's elderly parents in another state. Less than 1 month later we receive a letter saying they are raising the rates $2.00/mo. They actually used the same tactic in my condo after the association switched over. Within 1 month of signing up, they raised the rates here too. This appears to be standard practice for DirectTV. Sign em up, then raise the rates after you locked them in. How is this even legal? Avoid them like the plague.

I moved into a new residence that already had direct tv provided. I had never utilized direct tv and now I know why. I was always concerned about reception in bad weather and it has materialized. Snowing has caused the HD receiver to lose reception and putting up a screen message that it searchin for a signal. I hope wiping the snow off the dish will help. Thank goodness the dish is on the deck and not on the roof. As bad as Comcast can be, direct tv is worse. I will never choose direct tv and will lobby my landlord to switch asap.

Direct TV took down my fox channel due to a dispute. They refuse to add another Fox channel to my subscription while they negotiate with Northwest Communications. They certainly provide the alternative elsewhere but not to me even though I cannot get Fox with an antenna. They have lied from the beginning and claim they still have a valid contract even though they are in breach of it. I plan on cancelling as soon as I am able and would advise anyone considering this piece of crap outfit to go with cable or Dish. Direct TV sucks
and they are liars. We need a class action suit or something.

On 01/08/2011 i had a unauthorized and totally unknown debit of $729.35 from direct tv from my debit card! I do not have direct tv service and have never had direct tv service so this huge debit was a total surprise! I contacted the direct tv customer service department who told me to contact the fraud department, i called the fraud department... They told me they dont handle unauthorized debits and that i have to contact my bank!? This makes no sense, so i recalled customer service who gave me a fax number to the finance department and told me to fax my bank account statement to them and i will hear something back in 14 days! And he could not provide me with an phone number to the finance department! I mean direct tv takes money from me without my knowledge and this is what i have to go through to get a refund? Im also contacting the better business bureau since there are widespread reports and complaints of this same problem.

We both got layed off - moved to city to look for work, living in extended stay facility (Motel) tried to cancel under these circumstances, would not let us put us on suspension (How did this help, only prolonged worry) explained to them our situation. They have kept a credit balance of 47.00 interest free of ours and now want even more to fully cancel. Had supervisor named rodney id # u7989 actualyy say to me that should have had a job in 8 months—are you kidding me, I wish for him to go through this and remember his comments. Another greedy corporation kiling us all. Come on lawyers—class action suit, lets all put an end to this type of greed and corruption. Lawyers, take this, help us all out on this

We have been a directv customer for many years. We have an automatic monthly payment for the service taken from our credit card. We didn't discover until november of 2010 that two payments per month starting march 2010 have been charged to our credit card. We called directv immediately upon becoming aware of the problem. They said that they needed proof because their records didn't show the double payment being taken. The payments were being taken on the 13th of each month and then again on the 30th. The erroneous payment is the 13th of the month. We provided them proof by mail and they have yet to respond. We put it into the hands of our credit card company who said that our complaint should be resolved within 30 days. This is january of 2011 and it has not been resolved. We called the credit card company to find out what the status was and we were told that four separate requests have been ignored by directv. Nobody at directv will help us with this problem. We are going to have to cancel both directv and our credit card to stop this from continuing. Is there any help out there?

Every month since I signed up for direct tv I have had an automatic payment taken out of my account which was unauthorized. Every month I have called in and complained about the multiple bounce fees that they have caused me and they always insist its my fault and that someone was making these payments. I assumed my husband was and bought a safe to keep my debit cards in, changes my direct tv online password and even went as far as to put a verbal password on my account for phone access. This morning I woke up to a debit of 323$ from my bank account which was unauthorized. I promptly called direct tv and my husband and I spoke to a woman who was rude and insisted that someone must be using our card info or we are making payments and forgetting that we made them because there was no way this was their fault. We asked to speak to a supervisor who proceeded to talk over my husband and insist we were wrong. My husband said 'what the hell?" and the supervisor said he used profanity and hung up on us. We then decided to call my bank, file a claim against them and find out more information. Wachovia insisted that this was an automatic payment set up by direct tv and that it has been used monthly for a while now. They gave us a trace number and company id code to give to direct tv when we called back.
We then called direct tv back and got shuffled around through 3 rude agents who acted as if we were lying before finally being given over to a supervisor. This supervisor refused to take any of our information, trace # or company id information! We asked her numerous times to just please take down the information and look into it. She insisted again and again that the payment was made by us online. Nothing has been resolved, we ended up having to hang up on the woman because after about 30 minutes it was clear she was going to be of no help. No one is looking into the auto pay issue because they all stated that there was no auto pay turned on for our account... Which is obviously false. I have lost many hundreds of dollars in bounce fees alone and all I wanted was someone on the phone to act like they cared.. Or even that it could be a company error. All I got was hung up on.