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2.0 2186 Reviews

DirecTV Complaints Summary

537 Resolved
1648 Unresolved
Our verdict: When using services from DirecTV with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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DirecTV reviews & complaints 2186

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11:21 pm EST
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DirecTV adding nfl package without my authorization

Direct TV added NFL package to my account without my authorization. My husband noticed the big hike after a few payments and mentioned it to me. I proceeded to call the company and spent about 1 hour being directed to a woman that told me they would never do this without my authorization. She said they hire telemarketing companies that may have called me. Oh, I did receive a call for that but I said NO. She said she would have to go to different dept. and I would be notified within 5 days. Well 5 days went by and I said to my husband " have you received any new bills yet?" Well tonight after maybe a month we get a phone call from them saying if my bill isn't paid my service will be cut. I explained to the agent the first phone call and she said nothing was noted only that I cancelled it along with my ShowTime . I asked to speak to a supervisor again after 30 minute wait I hung up and called again. This time I was told because I once had it they automatically renew it at NFL time. I explained when I initially signed up it was given to me as a promotion but cancelled it after 5 weeks. ICANCELLED IT . I NEVER WANTED IT.
The agent was only able to credit me $60.00 while they billed me for 5 months without my authorization. THIS COMPANY MUST BE STOPPED, BEWARE OF DIRECT TV.

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Sophia
Henderson, US
Apr 25, 2009 10:46 am EDT

Direct TV charges for MLB Sports package

I did not order or ever receive notification of renewal of this service
While Calling Billing at Direct TV I was placed on hold 3 times and disconnected 3 times

After the fourth call I spoke with Loren who informed me he is the highest manager at Direct TV

I stated to Loren that my husband is critically ill and I would not have renewed. His response was "We do not give credit for sports channels and if I was unhappy let him know when I wanted to terminate my service

OF THE MILLIONS OF DOLLARS SPENT ON ADVERTISING TO GENERATE NEW CUSTOMERS, IS IT REASONABLE TO THINK DIRECT TV WOULD LOSE A CUSTOMER OVER $99.50.

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2:06 pm EST
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DirecTV billing issues

Direct TV is a total rip off. I had service with Direct TV back in 2005, I then moved and had to cancel my service in 2006. In 2007, I subscribed to the service again after moving yet again. Well, I was having some issues with the reciever last month Nov. 2008 and connected it to the dial-up and my bill has 3 pay per view movies from 2005 posted to my account in month. I have no bill to verify from 2005 that the movies where never paid for and I was told that they have been sitting ideally on the reciever since that time and puff now I need to pay up. (1) How in the heck could I have ordered a movie, without a record of the purchase being anywhere but on the reciever since 2005. (2) They have a record to verify I never paid for it but I was never billed until now for a 2005 charge that I can't see it or verify and I am expected to pay without proof that is isn't a billing error. The charge is about $16.00 not a make or break situation but it is the principle. I asked the customer service rep and the superivor "Is is not possible that is could be a billing error and I am being charged twice.." response "That is not possible..." give me a FREAKING BREAK... They just lost a loyal customer today...

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Steven Rains
Treynor, US
Apr 27, 2009 9:59 am EDT

I signed up for service in June 08. The special offer I accepted was contingent on my not suspending my service during the first year.
I called the company 4 times in 9 months in attempts to be removed from the marketing list, as I was being asked via marketing to 'come back to direct'.
As a way to mollify me about the attempts to be removed from marketing, they offered me 3 months of free movies. I explained how I dont use the service for 6 months per year so this offer wasnt going to meet my needs.
The CSR then told me that there was nothing in my original offer that would stop me from suspending for up to 6 months per year starting with the first year. I then requested transfer to a supervisor who agreed with the CSR that i could have cancelled had I asked to. I then immediately requested a $240 credit because had I not been told I couldnt suspend of course I would have and the retro credit should be approved based on the sales persons misrepresentation. I was told this would be investigated and that I would get a response in 2 weeks.
I waited 3 weeks and having not received a response callled the company. After 1 hour of hold I was advised by a supervisor that my request had been denied based on the fact that they would not base a credit on the sales persons 'mistake' and that they did not have a recording of my sales transaction since it happened way back in 6-08. (funny but in another of these complaint posts the company was able to back bill a person for ordered movies 3 years after cancel)
I really dont care about the $240. The sales guy made it quite clear that because of my contract offer I could not suspend in the first year. What I dont like is that he could misrepresent the contract to the point of fraud and the company, while agreeing that I should not have been treated that way, will do nothing for me.
Consequently, I am now waiting 1 more hour until the closest thing to a corporate office will take calls at which time I am going to challenge the premise that they dont have a recording of my saels call. At that point, considering they will NEVER produce the call I will be SOL for legal relief and if I guess correctly they may even cancel me for being such a jerk.
CHOOSE DISH NETWORK!

ComplaintsBoard
T
11:40 am EST
Resolved
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DirecTV installation/charges

From the Direct TV salesperson to Istallation and billing, this company operates in the most fraudgelent, underhanded way of any company I have ever dealt with. The salespeople will say anything to get you to take the bait, even lie and the technicians that install the dish and cable are not even properley trained in doing so and communicate none of the installation process with the customer who is having the work done. They have no regard for your personal property and don't care how you feel even after the damage is pointed out to them. My home was seriously damaged from Direct TV installation and their Quality Lead even came out, took pictures, wrote up a report and told me this was a bungled job and it would have to be re-installed. I was promised a senior tech ASAP and after waiting and not hearing anything from Direct Tv, I called a week and a half later to find no work order oredered. I cancelled my service with them, and now am being billed a $500.00 early cancellation charge. I have called and tried to talk with their customer service, who really need a job titled auto response team with no knowledge of anything, and was told I owe and they would do whatever it takes to get it, even ruining my credit. I am now going through damage claims specialists in Oregon, hiring a general contractor, had to have an electrician fix my wiring in the attic from the fault of the direct tv tech messing with it, and now trying to fight just to keep my credit in good standing. DON'T EVER HAVE DIRECT TV INSTALLED!
You'll regret it.
Thanks for listening, Tracy

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Robert Brown
Laguna Niguel, US
Apr 21, 2009 5:54 pm EDT

Sorry to hear about your problem...in fact I had almost the same experience, but the damage done to my home exceeded $2200.00.
Anyone that does business with this firm watch out. I regret changing from cable.

ComplaintsBoard
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10:24 am EST
Verified customer This complaint was posted by a verified customer. Learn more

DirecTV unauthorized withdrawal of funds from my checking account

I ordered a cable service on Nov. 23rd for $52.99. I was promised 100 or more channels with some local sports channels including CNN in addition. The service was restored on Nov.23 on Nov. 24 while at home I decided to view an NBA game on a local channel but as soon as I went to that channel, I was asked to pay to view the NBA game. Secondly, I couldn't get CNN as promised by Direct TV representative. Therefore, I called an canceled my order within 24 hours. I persistently asked the rep. whether I will be billed for any penalties and the lady said no. To my surprise Direct TV went ahead and debited an amount of $295 from my checking acoount unknown to me. I just realized that this week 12/5/08 when I received my account history from my bank. I called immediately and reported the withdrawal of the unathorized amount from my account and said they will get back to me but as of now I have not heard anything from them yet. I want my $295 back immediately. This is fraud and if I do not get my money back I will sue Direct TV.
When this incident happened I returned their receiver and the cable remote to them within four days and even at that time when I called and asked them whether I will be charged extra for canceling the agreement within 24 hrs they said no. However, they went ahead and debited my account of $295 of which I want that money back immediately. Thanks

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ronfx4
, US
Apr 16, 2009 12:00 am EDT

someone needs to contact a lawyer and have a class action law suit against direct tv

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1:31 pm EST
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DirecTV bundled w / qwest... don't do it.

I got the service with Qwest and Direct T.V. My only relationship was with Qwest through that bill. There was an extra modum sent and I repeatedly got charged for it for six months, every month being on the phone with Qwest. Finally they fixed it but I had had enough. I cancelled the service April 30, 2007. I called Direct T.V. to find out how to send the quipment back and the guy said to keep it...I had no use for it. Next think I know I am being charged for the equipment and three more months of Direct T.V. Normally they would shut you off quicker for non-payment. I did not even have the service I was being charged for. Finally after several months, they sent me boxes to send the equipment back. Then they sent me to collections for the three months of service I was not using. I tried and tried to resolve that with letters and phone calls. Now that collection has gone to an attorney. Screw Direct T.V. and Qwest both!

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Annette Hawkins
, US
Jul 18, 2016 7:22 am EDT
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I cancelled my Direct T.V. service on July 15th, 2011. Since that date, I have been billed on the 14th of each month for $110.61 for Direct T.V. Service which I do Not have. I have spent many hours on the phone with Direct T.V. trying to correct this or find out why my Visa acct. was being charged. I was just told that there was a problem and that the receiver that I returned is actually active on another acct. Unfortunately, I just noticed this on my Oct. Visa bill. After checking back on previous bills, I found that I was billed, each mo. $110.61 by Direct T.V. Again, I have not had Direct T.V. since July. I would like to have this resolved and be re-imbersed. This will NOT continue to happen because I have alerted Visa NOT to pay this. However, I'm STILL out several hundred dollars.

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Shirley A. Willis
Barney, US
Dec 12, 2008 5:40 pm EST

Hi My name is Shirley A. Willis, I want to make this complaint to you because I have spoken with a member of direct tv and a team manager about a bill that I received. The first one spoke down to me like I was a child. And the team manager just went right along with the other man I had spoken too.
I had caught up my granddaughters bill by Sept 2008. Of 90. dollars and some change. A few days later I called and spoke with a lady who was very nice and I tolded her that I would paying the bills for my granddaughter and who I was. So she placed my name so that I would beable to call. Well it was just a few days later that my tv and my box would not work so I thought that it had been turned off. Even the additional box would not work. So That even made me no that it had been cut off. No I did not call the company because I did not have the money to keep the services and I new that I would not beable to continue paying for it.
When I called and spoke with a rep. he spoke down to me like I was child and tolded me that I would pay for it or it would go on a credit report. I tryed to tell the man that I was a growned women of 56 years old and he did not have to speak to me like I was a child or stupid. But he continual to do so. So I requested a team manager to talk to. I stayed on the phone for 409 minutes waiting to talk to a team manager and then he just kelp telling me that it was my responsible to call and ask why they had cut it off. I ask to speak to his boss and I have been on hole for 1 hour and 20 minutes. until I just hung up. I have not been receiving bills from Direct TV. And today I did and when I did I called them and this is how I was treated. I am a caner patient and I do not need your employees telling me what I am going to do when I cannot afford to buy grogerys at times. I live bye myself and I enjoyed watching direct tv and now because of this I feel that I have been handle in a negative way and this reflects your company. You may call me and talk to me if you wish and I want to file a complaint against the two men I spoke with. The first guys name is andy. And his boss is tyler. The acct number I am speaking of is my granddaughters which is ([protected]) Alicia Walker.
My home phone number is [protected]) You may call me in the evening. The amount is $101.96 and I do not feel that I should pay this when even now the box's in my home neither one is working. I have been using my rabbit ears to watch tv.
Please reply to this complaints
sawillis@windstream.net
I pray that the lord will help you to make up your mine to do the right thing and remove this bill from me. Or my granddaughter. I tryed to tell them it has not been on but neither one of the men would listen to me. All they are worry about is the money. And my granddaughter did work for you all and she loved it.
God Bless you or who ever receives this letter of complaint
Shirley Willis 13121 Adel Hwy. Barney Ga. 31625

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johnnye2
, US
Jun 23, 2011 11:04 pm EDT

I am new to direct TV. and I must say I am extremely disappointed. It has been a constant head ache from the start, everyday talking to sales agents, their supervisors and even their superiors . No one can seem to get it right. I know what I agreed to when the sales agent gave me the terms and condition. When I called and spoke to another agent to confirm it was completely different to what I agreed to. I am tired of these back and forth conversation that are getting me nowhere and I want a firm answer. I do not watch T.V. often that is why I never had cable in the past but when I was offered this supposedly great deal I felt it was time. What I agreed to was the choice ultimate package with the special rate of $30.00 for the first 20 months and last 4 months were going to go up to $40.00 and everytime i spek to someone new the price changes.

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Charles M. Jewell
,
Oct 28, 2008 11:33 pm EDT

Company ( Direct T.V.) was informed that we were moving and was told not to access our private bank account. After we moved they said it was in our contract. However the only access they had by contract was on a once a month fee for services for that month and nothing else.
Why do companies like this keep taking and taking and give poor service or no service and want their money anyway. If a cloud goes over the satellite you are out of services and your money until it passes. And ifi ts snowing or raining forget it you are just out of luck. Poor Service and Poor people services as well.

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adnan awad
,
Aug 03, 2007 12:00 am EDT

This is by far the worst company i have ever dealt with... From the day of installation until to day when i finally unplugged their stuff and ordered with another company... they over charge, recharge and still have nothing to watch... if YOU are one day late... its cut off... even if they have your check and just have not posted yet... then you are charged a fee for reconnect and disconnect... but.

If they are late or don't show up or the system goes down due to a storm well hey hey hey thats just business... What ever they SUE me for will be fine... I won't pay it... I'm celebrating to day because those ugly grey boxes are where they belong taped up in a box belonging to another company waiting to for pick up.

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Kathy R.
Du Quoin, Illinois, US
Nov 21, 2010 6:03 am EST

When I ordered This service, Direct TV., The add in the local newspaper said that you would recieve a video recorder. I have a handicap and had a Dr's Appointment that day, and my daughter stayed home to allow them in. They did not leave the recorder, I called and they said I HAD TO ASK FOR IT IN ORDER FOR THEM TO LEAVE ONE---NOT WHAT THE ADD SAID! I later moved 5 months later, and I packed all the equipment to the new address, as they said. Then they called me and said it would be 3WEEKS before anyone would be able to come and connect it. Plus they made me pay another $50.00 to come hook it up at my new residence, 10 miles away! Then, 1 nite, I wanted to rent a movie off of PPV, and they said I owed $ 206.00 back due. I always have paid my bills as they come in. And now the darn remote has messed up and I can't get my volume to work on my remote control, they will probably charge me again! Plus if I choose to disconnect, for any reason, I will have to pay $300.00, or they will charge it to my credit card, WITHOUT MY APPROVAL! They have a real game going on here.

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charmayne
Tazewell, US
Nov 04, 2009 1:08 pm EST

I am very upset and would never ever recomend anyone to this company at first all was well then a few months later we bought our first home and moved that was the start of this all we had trouble first with this company it took them over a month to move our service they kept calling and changing the date after a month i was upset then when they did come and move the service they advised no local channels and to call every month to see about coverage now its a year and four months later they do cover this area but it will coast me over $100.00 to change recivers to get local channels and it would not be installed for another month why should i half to pay for the recivers if i had local channels to start? when i asked customer service it was either take it and pay or keep what you have and explained i only had to month of my contract left if i wanted to cancel my service alot of help im stuck with a company that does not care about there customers and pay for service that doesnt work in rain or snow and pay for local channels i do not recive.

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meganleigh
Johnstown, US
Oct 31, 2010 10:46 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

On October30th I found a 417.96 unauthorized charge to my debt card from Direct T.V. After calling I was told that when i signed the contract it gave d.t.v. power to withdrawl funds at anytime if and when the acct was delinquent... I cancelled my service with them in July and requested the rreturn boxes. Some representitives confirmed cancelation some were unsure.. bottom line is they dropped the ball and the consumers are paying a huge price for it... Can you imagine anytime for any reason... UNRREAL'''''

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charles posen
Los Angeles, US
Jun 25, 2010 4:01 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I talked to two sales reps and two so called supervisors. Got 4 different quotes
they all lie and cover for one another.
After they installed the dish on our roof i received an email with a much higher quote.
I tore up the contract that I signed prior to the installation, I was then told by the liars at Direct tv that the contract was valid.
I had the installer take the dish off my roof, and told the liars at direct tv to shove it.
You can never talk to the same person, to verify the quote, they are always at a
different office but with the same phone no.
I have never delt with such a dishonest company in all my life.

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livlaughluv
Navarre, US
Nov 30, 2010 10:32 pm EST

I was working for smart circle a direct t.v. sub contractor and got fired for being pregnant... im a single mom with 3 kids, no sympathy what so ever and the holidays are coming up.

ComplaintsBoard
J
11:47 am EST

DirecTV billing dispute

Dear sirmad,
I called directtv to inform them that l"m moving out of my apartment to anew one.They told me they will come and fix for me on the 15th of october. They came and said they are not getting a signal so they have to put a pole in the land, so they said l shoud talk to the manager.l talk to her and she said no .I called again to ask one of your rep to cancell and she l can cancell because the contract has not ended. l said what should i do next, because when l don, t pay before the due date, you gonna charge me. she said not until 26th of october, so go and tell the manager that they gonna put on the land not in the land maybe she accept it.
I called again on the 25th to tell you know that manager said no, soyou should suspend the contract.she said l cannot suspend because l owe l tried to explained that l we have not use Direct for the whole this month so why should lget bill, she said no she cannot suspend, if l have a problem l should write to Directtv billing Dispute.So please if you can replay the recorded massages do so and suspend to contract without me paying a bill.thank you.

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drmelpal
Duarte, US
May 30, 2011 10:16 pm EDT
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My household previously had DirectTV service as a bundle package with Verizon. We found less expensive service for TV, phone, and internet through a different company and therefore terminated our service in Dec 2010. At the time of cancellation, we were told that there was a zero balance. We were therefore perplexed when a month ago we received a collection notice from DirectTV. My husband called DirectTV, and was informed that DirectTV had sent a bill to Verizon for service in January, and, because the account had been closed, did not receive a payment back. Apparently, several months later someone at DirectTV looked at the books and decided to hold us responsible for this clerical error, although no bills or notices were ever sent to us, until last month. After spending nearly 2 hours on the phone between various departments at both DirectTV and Verizon, it was concluded that an error was made by the DirectTV Accounting Dept, that we were not responsible for the payment. My husband requested a letter documenting this, and not only did he never receive it, I got word yesterday that this error is now reflected on my credit report.

My husband again called DirectTV customer service yesterday and spoke to a representative named Armando. Despite the long period of time that my husband spent on the phone regarding this issue last month, we were dismayed that not only was it never resolved, very little of the prior interaction was recorded in your customer service system. Armando advised us that if we paid the balance in full, even though we were told previously that we were not responsible for this error, that we would get an immediate email showing that our balance was paid in full, and that we could take that to the credit bureaus. Unfortunately, when we followed this advice and made full payment over the phone, all we got was an email trying to sell us more services! Armando assured us that another email saying that payment in full was made would be sent once the payment had gone through. Today, activity on our credit card clearly marks that a payment went through, yet there is still no email documenting this from DirectTV, and now they have a payment for a charge for services never rendered!

We now have submitted a letter to the CEO, Michael White, re-requesting our original letter, and now requesting a refund of the illegitimate charge. If this leads to immediate remedy of this situation, I will repost. If there is no subsequent repost, assume that we were hosed.

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noelle1222
Woodbridge, US
Sep 28, 2011 2:23 pm EDT

DirectTV was the only carrier offered with our apartment building when we opened in 2008. For these exclusive rights they offered one comp account, which I was given as property manager of the building. When they set up the corporate account and my account they ran my personal information and set up the account under my name, social security number, etc.. My account was covered for a year until I ran into billing issues. They eventually shut off my cable because I was not paying the bill which was supposed to be comp for the exclusive rights to our building (which they still maintain). I now live in Virgina and I recieved a call that I was sent to collections for this bill. I have tried so so so many times to get this resolved. When I call customer service they have no answer for me but to pay the bill. When I ask to speak to a supervisor I am either placed on hold for 10 minutes or my call is dropped. The few chances I have had to speak to a supervisor, the advice was to email billing disputes. When I do this I get the same answer: See below.

Now my credit is in jepordy because I cannot resolve this issue with DirectTV despite the countless hours I have called, sat on hold, been passed around and dropped or emailed. I am so frustrated and I just want this issue to be resolved as I have been fighting with them since 2008.

Subject
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Billing Dispute

Discussion Thread
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Response Via Email(Leisly C. - [protected]) - 09/27/2011 02:00 PM

Thanks for writing. I'm sorry to hear about your billing concern. Please know that your satisfaction is one of our primary concerns. Let me help you with this.

As I checked your account, I see that the balance now of $285.96 includes $125.00 for non return fee for an HD receiver, $15 for disconnect fee and $133.09 for the services that was used before the account was cancelled plus taxes. These charges are incurred for your account and services alone not for the whole apartment building.

We have reviewed the information you provided and we have found that your account reflects the correct amount due. However, you can return the receiver back to DIRECTV and the non return fee of $125.00 plus taxes will be reverse.

If you want to make an arrangement about this balance, you can contact the collection agency where we forwarded your account. The collection agency is CBE Group Inc and you can contact them at [protected].

Thanks again for writing, Ms. Patera. We respect your time and I appreciate that you've given me the opportunity to personally address your concerns.

Sincerely,

Leisly C. [protected]
DIRECTV Customer Service

P.S. Have a question? Anytime, any topic, instant answers - support.directv.com The Answer Center provides you helpful information, 24/7, all at your fingertips

Customer By Web Form - 09/26/2011 02:53 PM
Sent to collections over a bill that was supposed to be covered by my apartment building corporate account. My apartment building signed exclusively with Direct TV and in return Direct TV provided 1 comp account. When Direct TV set this up they ran my information and credit check. This caused the account to move from corporate comped account to an account under my name where I was billed and sent to collections. This was not suppose to be billed directly to me. I have tried to resolve this for years and I need to speak to someone who handles billing to resolve this issue or we will have to remove Direct TV from our apartment building (and future apartment buiding) exclusive offer.

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Shawn Ashford
, US
Jul 16, 2011 8:52 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

attention:direct tv I recieved a call from my bank on 7/18/11 about charges being charged to my account. Im not sure if this is from a previous issue that
I thought was resolved, or from some new issue that demands my attention.In dec. 2010 I let a friend use my credit card number because a representative he was speaking to told him that he needed a credit card number to waive a fee. I spoke with the guy myself he told me that I would never have to worry about any charges or fees he just needed a credit card to waive the fee. About two months later I did recieve a charge for my friends cable bill. I called, explained the situation, and was tolded that my card was on auto-pay, which it should not have been. I ended up paying a bill that was not mine. At that time I was supposed to have been taken off of that account, now Im recieving new charges and I would like to know why?this is causing serious problems for me, and I need to have this resolved as soon as possible. PLEASE CONTACT phone#[protected] email bosskonni@yahoo.com thank you Shawn Ashford

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10:09 pm EST

DirecTV false / misleading information

I was offered a special package/rate deal due to being a "loyal customer" (5 years) and the fact that direct tv was discontinuing the total choice plus package that I currently have in a few months. I was told since I was a "loyal customer", I could get the sports package and all movie channels for $10 dollars extra for the next 4 months. After which, I would have to call and cancel if I didn't want to continue with it.
Three days after receiving this new deal, my bill went from $70.96 to $162. I was told that my bill included a $49.95 charge from having a defective receiver changed out by a tech (Wasn't informed about the fee by the service dept) , but that still doesn't explain why i'm now paying $41.00 dollars more. I tried to cancel the deal, but they claim i'm under contract for 4 months and another 18 months due to the new received that i'm leasing from them... What a crock!.
I really hate the way they leave out the details or completely omit them while their locking you into these deals.
Consumer beware. This is the first time in 5 years of doing business with them that i've had an issue, but the way this started and the way it's being handled is totally unethical and unprofessional.

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ElvisR-NY
Brooklyn, US
Jun 04, 2009 9:26 pm EDT
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Been with DirectTV for over 7 years. We had the Premium package ($147 monthly)with 4 leased boxes. DirectTV offered us two FREE HDTV boxes, with free installation. Everything was perfect! All I had to pay was $9.99 additional monthly.

About 5 months later. We decided to close the account.

The Rep told us that we needed to close the account via writing, because we are longtime customers and will get assessed termination fees because we were on a two year contract because of the FREE boxes we accepted. bear in mind that was NEVER explained when the offer was made. We wrote the letter but still got assesed the exhorbitant fees. This is what they said, "Even if the Rep did not tell you on the phone, we send the terms out in writing." That's all fine and dandy, but everything we do with DirectTV and all our bills are electronic. Meaning, we do not receive paper bills from DirectTV. So we do not open mails, as 90% are marketing materials. I sent emails to them, letting them know we are not paying the ridiculous fees.

To be honest, I was planning to switch back to DirectTV, but after this it will take a year and 12 millenia before I do that. I have no issue with their service, but their marketing tactics are unscrupolous, and borderline - if not outright - illegal. I will not tell anyone not to sign with DirectTV, but do not accept anything FREE from them. It ain't!

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D'rectumTV
Colorado Springs, US
Mar 18, 2009 6:51 pm EDT

I started a contract with DirectTV almost 3 years ago. During this time, the DVR failed. I was paying the extra insurance fee to cover any equipment failures, so they replaced it. The technical rep was surprised that I had that particular DVR as he said it had known failure issues and was no longer in their product line. OK, so I had the insurance AND the DVR was a known poor quality unit. Due to economic circumstances I can no longer afford the $76 a month or any monthly fee for that matter. I called Direct TV and canceled. The customer service person said I would have to pay a cancellation fee. I asked why and explained that the replacement DVR was not a requested upgrade - the one they installed had failed, so OF COURSE it was replaced. He said he had waived the fee. Several more calls from DirectTV to get me to stay with them, each person mentioned the cancellation fee, I recounted the story, they said the fee had been deleted. Today I get a bill for a $304.60 cancellation fee. Three calls to billing in which they listened and agreed I shouldn't pay. They each noted that I shouldn't pay and then put me through to connections or the "ACE" department to finalize it. No one bothered to tell "ACE" about the deceptive business practices and how it brings about bad juju to your company. Each person insisted that when the DVR broke, by getting it replaced (remember it was INSURED) I was extending my commitment by 24 months. So, I had a choice not to replace the DVR, not to watch my DirectTV service for a year and have no extension, but since I had the DEFECTIVE DVR that THEY installed replaced, I was automatically signing on to another 24 month agreement. I tried to stay with the logic of the argument but find it unbelievable. "Leah" told me that I should not have allowed them to install the defective DVR in the first place (my bad!). When I mentioned that I would take this to the Colorado Atty General's office as an official complaint of deceptive business practices she stated that DirectTV had their HQ in Colorado "so good luck!". If you are researching DirectTV prior to signing up my input is don't do it. I don't know if Dish or Comcast have this same rule but it appears that if DirectTV installs poor quality equipment and you have it replaced at various intervals, theoretically they can keep your commitment to them extending indefinitely into the future. The world truly is their oyster - unless you want to be chained to them indefinitely or be forced to make a mega payment to separate for whatever reason - DO NOT SIGN WITH DIRECT TV!

ComplaintsBoard
F
2:31 pm EST

DirecTV how you fix directv billing problems

I ran into their scam billing / cancellation problems last year. They claimed I owed a balance when in fact they owed me money for stopping prepaid service early. Well long and short (Most people know of the rediculous amounts of time spent on the phone and writing letters to them and their scam collections people) is that you really need to go sue them in small claims court. I did this and won since they never show up for court and you win a default judgment in most cases. I sued for $500 even though they owed me about $20, but after I calculated my time invested... Well you guys know even that's not enough. I did it this way:

Go to your local county courthouse, fill out the small claims paperwork. You will need to contact the la county sheriffs dept. To serve them a summons to court, they will walk you through the process give you the address and payment information to have directv served papers at their headquarters at 2230e. Imperial hwy el segundo, ca 90245. I do not have the phone number, but it is the la county sheriffs dept. Inglewood branch 1 regent st. Inglewood, ca 90301. They will serve the papers directly to directv and you will have to appear in your local court against them (If they show up... Unlikely). Directv mailed me a check about 60 days after the court notified them of the judgment against them.

Here's what's funny. I got another letter from dtv the other day saying I still owed them the original amount regarless of them losing in court and issuing a check. The stupidity of management here is beyond belief. I am sending one last letter and then I am sueing again if need be. Good luck, hope that helps.

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William Echard
Bainbridge, US
Dec 08, 2009 3:26 pm EST

Foemer Account No. [protected]. After canceling my service as a customer eight months ago(April 1, 2009) directv billing is sending billing statements to my home, and each statement they send, I'm returning. It's asininine to waste each others time. The customer service dept. has been explained the problem several times. Sincerely, William R. Echard

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djtexas
arl, US
Aug 20, 2009 2:47 pm EDT

I have had Direct TV for about 5 years in Texas. The problems that we have are about the same as the cable service provider we had for 3 years and the first service we had in our first apartment 25 years ago, Pay Per View. I dont know if anyone remembers the first Sat TV but it came on around 6pm at night, showed 3 or 4 movies and the last one was rated R or M. Weekends were different I think that they had shows all day and night. The Dish was the size of a dinner plate and the box was the size of an old IBM typewritter. That service was expensive and terrible. The next service we had was cable. Not only was their tech service terrible but it took a law suit with our City to get rid of them finally. That was when we switched to Direct TV. Sure when it starts to rain or the wind gets up over 30mph you will lose the connection and it states Seeking Sat Connection. We had similar problems with the cable when it would crash or a transformer on the elecric pole into the neighborhood would blow the system would be done for days not hours or minutes. But with Direct its only down for a short time with storms.

The single worst part of Direct TV is their website. Too much information overload and since they have been around so long they should have just about every possible Frequently Asked Question available to chose from. Last night I wanted to switch rooms with their service. From a bedroom to our Kitchen. Thats about 230 feet away from the current sat placement. That according to their site wont work. Alternative, add another dish! My home was prewired with thier standard wire requirements thats verified. But, they refuse to wire up my home period. I could do myself but if they became aware they remove our system. Except for the receivers since we purchased those 4 units. Another problem is that on their site it recognizes we have 4 receivers already and questions of that sort are not available. Even though we know we cant have another reiver their site wont let us address the issue of moving a receiver to another room. Therefore we have to call in and speak to someone.

The next problem we have is their billing methods. We have direct prepay. But, if we are 5 days late they can charge us a late fee. And since we recently changed our service to include everything and movies but not sports or adult we have programs that are 20% commercial stations selling crud 24/7. Why are channels included or counted as viewing channels of entertainment? I have heard of people that love to watch commercials and who are lonely old women types in florida or california it seems who watch those shows from their rest homes since there is no one else to keep them company. And it seems on occassion they do purchase some of the crud those stations are selling. Well, why mix those stations in with regular tv stations that are broadcasting shows, movies, sports, news etc? TO DUPE THE BUYER into thinking that they do have 250 channels of viewing pleasure. BS. Again a little less than 50 are 30mins to 1 hour ads for colon blow or how to get someones money using the internet. Place those somewhere is in a group called "Old Ladies Shows" or "BS Shows that want your money and are messing you over because you are stupid or desperate."

In summary, I too hate these services. They all stink and they are all over charging for their services. But, the choice is to purchase an entertainment computer wuth HD screen and sterio speakers and most importantly that has its own remote! Search the internet and see where you can download or sign into sites that offer programming similar to those services but which are free to the public. But, they too have their problems and they do have their limitations. They are mostly free but they are no HBO or ShowTime when it comes to recent movies.

ComplaintsBoard
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6:31 am EST

DirecTV dishonest and thieves

I canceled my service with direct tv and requested they mail me the return kit for the convertor box because I was moving. I advised of the date I was moving and that I would need the kit before that date. Twice I contacted them regarding this. They mailed the kit the day after I moved. When I finally got a new address they billed me for the convertor box because I had not returned it after I had again contacted them to give them a good address to mail me the return kit. So now they have my money and the convertor box. They charged my credit card for the cost of the box! I contacted them for a refund and they said "the check is in the mail. " what check? Credit my card. They do not do refunds on credit cards, just charges. Oh by the way, it will take six to eight weeks to get the refund. What crap. Stay away from them. They are dishonest and thieves.

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ghp1952
North Providence, US
Mar 06, 2011 8:21 pm EST
Verified customer This comment was posted by a verified customer. Learn more

When I moved to Rhode Island from New York, the only TV service that carried the YES channel was Direct TV. The original sales person, who sounded like he was drunk, told me that I would get the YES channel. After the installation I put on the YES channel to watch a Yankee game and found that I did not have the service. I called Dircet TV and was told that it takes time for all of the channels to load up. Two days? When I still get it two days later, I again called was told this time that I had buy a certain sports package (additional $150.00) to get the channel. I paid them the money and again two days still did not have the service. I called again and now was told that the only way to get the Yes channel was to purchase their top of the line sports package (additional $250.00). Even with this additional I would only beable to get 42 games out of 162. I told them that I was tired of being lied to, I wasn't going to pay them anymore money and that I wanted to cancel their service. They said it would cost me $491.00 to do so and told them what they could do with their cancellation fee. I then spoke to a woman in their disconnect department who after I told her the whole story, she told me that she was going to write up the original salesman for misleading me. I also told her that I wanted them to take down their equipment and make any repairs needed to my roof. She was very sympathetic but said that I would still have to pay the disconnect fee. I told her no way and that I wanted to speak to the President of the company. She told me she couldn't transfer my call to him, but when I received my last bill, with the disconnect fee on it, there would be a phone number on the back of the bill which would connect me direct to the President's office. I got the bill, called the number listed on the back and was connected to the Service Department. The woman who was so sympathetic lied to me as well. I called DirectTV three times over the next 2 months telling them to come and get their crap off of my roof. No one ever came. I finally stopped calling. Each time I got another bill, I threw it in the garbage. I finally got a bill from a Collection Agency. I called them and told them I wasn't paying it and the reason why and told them their client could take me to court where they would lose as I had the entire story documented and would have this wedbsite with me to show the Judge what a crap company Direct TV really is. I never heard anything further. Eight months later I got another bill from another Collection Agency, which I threw in the garbage. Meanwhile, no one ever came to take down the dish. It was now time to get back and I did some research. I found out who the CEO of the company is (David White) and where headquarters is ( El Segundo, CA) and started sending him bills for free advertising they thought they were getting by not taking down their dish. I was charging them $2.00 per day and back charged them to the month after I had last demanded they take down the dish. Each bill has been sent directly to Davd White via registered mail. After White received my first 2 bills I got a phone call from a flunky employee who told me that they would not pay my bill and they had no one who could come take down the dish. I was also told that the dish was actually mine as I had payed for it in the beginning. There is no way that I paid for this dish with the little amount of money I originally laid out. Another lie. I then told each flunky that they had installers who could just as easily remove the dish and make the needed repairs to my roof. I was told the installers did not know how to remove the equipment. Another lie and I told the guy he must be a complete idiot to think I would believe his lie. I then informed the last [censor] that the bills would keep coming and when I decided they had had enough time to pay them, I would engage my own Collection Agency to come after David White directly. If this didn't get me satisfaction, my next step would be to go to the media. The bills are now totalled to about $1200.00. I think this is a great ida to go after this shoddy company and everyone else who still has the damn dish on their roof should start billing Direct TV for advertising. If you are interested, I will be glad to give you the mailing address to send your bills to.

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DirectTV'snewsucker
, US
Nov 26, 2010 5:37 pm EST

I signed up for Direct TV when I signed up for the triple play with Verizon last year. Of course, I had to sign on to Direct TV for a two year contract. At that time I did not get the local channels but I kept getting assurance that it was "definitely" on its way to my area. I was directed to go online and get a waiver for CBS, ABC, Fox and NBC from the east coast area (New York.). CBS, Fox and ABC granted me a waiver for $2.50 each a month. NBC refused. Finally, when I called this past fall they told me that the local channels would be available in my area in November. But I had to keep calling to find out. Today when I called they said it is now available in my area. However, I would have to upgrade my equipment to HD. I said okay what is that? One time fee of $199 for my livingroom TV with DVR and an additional $94.29 for my bedroom TV. Then they will charge me an additional $10.00 a month for local service. What happened to the free local service that they advertise? I told the poor sales person who had to listen to my bad language for 5 minutes that I felt it was a rip off and that Direct TV was sounding more like the Comcast everyday with the additional fees and costs. If things don't change I will definitely seek my service elsewhere or just sell the TV's and start listening to music.

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1:45 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DirecTV no service call

I've used directv for a few years now only because comcast didn't offer as much. If you can put up with glitches, no sound at times, tiled and frozen screens and poor weather reception then they're your company.
I had a tech (They are not techs) to my home to fix a no sound problem. He left with no cable connection so I could record a program and watch another and added a broken up picture (Tiled). I called diredtv the same day to tell them my problem. The problem now was because the first guy screwed it up it becomes some kind of "special management" case and requires a manager to allow the guy to come back to fix the problem.
I first called diredtv on the friday they were here. It took six days to finally have a "manager" call me. That was after calling them everyday for six days. Then this idiot of a manager says it will be another five days until a tech can return. That's a total of eleven days without tv reception.
This kind of business incompetence should be addressed by the fcc.
Anyone considering doing business with directv should surely think twice. They're reception is poor.
They're hd recorders take several seconds to just change the another channel. I don't have enough room here to say all that i've found unsatisfactory with diredtv. Find someone else, please

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9:03 am EST

DirecTV cancellation fee on non existing contract

Today I cancelled my direct TV service because frankly, the service is interrupted everytime it rains and Direct TV advertisements are so much louder than the rest of the programming that we must have the remove close by to mute the ads.
So when I called to cancell, they advised me that I have to pay untill 210 because when I activated their service their terms of service say that it is a two year contract.

I have asked for a copy of a signed agreement where I agreed to a two year contract and they of course have none, because I would not have signed one. The go back to saying that when I activated I automatically agreed to a two year contract.
Of cousrse what will happen next is that Direct TV will send me a bill, I will refuse to pay it on the basis that I did not agreed to a contract, next they will give the "Froudualent Bill" to a collection company who will file a collection notice on my credit report in order to damage my credit and force me to pay. I will send the entire process to my attorneys and they will contact the collection company.
I have instructed my attorneys to file legal proceedings if necessary.

The important thing here is that Direct TV is in financial trouble and is going trying to force costumers to stay with them even if the have to beat them up fiancially. The days of the thug with a baseball bat are gone, now comapnies use froudulant documents lawyers and collectors to do their wor.

I will keep you posted on my fight with Direct TV.

PS: If there are many other people out there that have had this kind of issues with Direct TV, there may be grounds for a Class Acction Case against them.

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Overwelhmed
Houston, US
May 28, 2013 1:21 pm EDT

DirectTV placed a charge on my credit card for $400 for early cancellation fee of a 2-year contract. I never signed a 2year contract with them. I've asked them to provide me with an agreement I signed agreeing to a 2 yr contract. O f course, they are unable to do so because I never signed a contract with them. I"ve asked my bank to dispute the charges on my credit card as I did not authorize this. T he bank has agreed to do this and not pay DirectTV. However, they may be sending the bill to a collection agency next. What recourse do consumers have? Please let me know.

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MARR
Jacksonville, FL, US
Jun 29, 2010 2:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I too have been a victim of Direct TV and an 18-month contract. I put up with it for 17 months. Last straw is when I suddenly could not see the local area stations during the day -only before 7:00 am, as if done purposely- and was told that either I paid $155 for them to come and fix the disc and wiring, or I sign up for about $6 month service from then on. I refused and called to cancel. Then, and only then, they would give me some free stations, they would come and put a new dish and wiring (the existing one is only 17 months old...). I told them too little too late. Done and over with them. Then, they send me the final bill with a $20 early cancelation fee. I told them I would, and will NOT, pay for the late fee.

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Narayan Ganpath
Albuquerque, US
May 14, 2010 5:20 pm EDT

I am being screwed over by DirecTV for $ 260 -- early term fee. I had to move to a different housing subdivision that does not allow dish installs. No luck speaking to the reps (incompetent liars) or writing to billing disputes department. They all have the same scripted responses and do not care about taking care of their customers. A class action suit will teach them the right lesson.

Ryan Ganpath

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Adrobat
Miami, US
Feb 22, 2010 11:56 pm EST

I'm having the same problem with Direct TV. They are charging me for early cancellation when I clearly told them that I have the original flyer that advertises for 12 months and the receiver is leased for 12 months. Both the forms front and back does not specify 18 month contractual agreement. The installer never gave me a form to sign when he installed the dish. As a matter of fact he left a mess of cables all over the floor and I had to clean it up and patch the hole in the wall that he created. Please contact me if there is a class action lawsuit. I'm in
Signed
Ladyamaride@yahoo.com

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quank
Boise, US
Feb 08, 2010 2:09 pm EST

They told me I had 30 days to cancell and when I tried to cancel they said you only had 24 hours. Now they want to charge me over $400 for a cancellation fee and wont let me see the "contract" I sighned.

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DLHI
5367 S Palouse Hwy, US
Nov 09, 2009 10:55 am EST

I signed on with DTV and the dish was installed on 10/21/09 and today is 11/09 and during that time I have been able to watch only a few hours of Television. To date my TV does not work. Channels change on their own (when the TV displays) most of the time it is black with no picture. A tech came out to my house, pressed a button or 2 and got a local channel and told me (hang on to your hat) the power strip in my entertainment center was acting like a firewall! Talk about a line AND what makes it worse is there was nothing plugged into the power strip in my ECenter and he expected me to believe that line of garbage! I told him the tech that hooked it up plugged the strip in and his response was "We only found out about this on Wednesday 11/04! He left and it wasn't 5 minutes later I was without a picture so I call DTV and they said he would be contacting me; 3 hours later no call so I called back. At that time they told me he couldn't make it and the supervisor would be contacting me. I never heard from the supervisor! I contacted customer retention who said they were going to send a "real technician" out to my house on 11/14 to solve the problem which is yet another line of garbage. So, at this point I will be without service from 10/21 thru 11/14 and getting closer to that 30 day window. I was told by the salesman and technician that hooked me up I had 30 days to cancel the contract but when I started having problems I was told by 2 reps I had 24 hours and the case manager said it was 72 hours! Right, like anyone can evaluate reliability in 72 hours. I told him I wanted to cancel my contract because DTV has not upheld their end of the contract. I have not had reliable service since inception and he told me it would cost me $482! Lawsuit...heck yes! I am more than ready! I would advise anyone to stay away from ALL services that have contracts! Go with cable (I would have if I could) or get a digital antenna and subscribe to NETFLIX OR start playing cards, board games etc. and get to know your family again. I have found TV is like smoking...I have been without it so long now I am getting used to it!

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Pastor_George
Upper Mt Bethel, US
Apr 20, 2009 9:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I would love to hear what happens with this. We owned our receiver outright and had for many years. One night mysteriously we could not get any PPV channels. After many attempts at "resetting" the receiver the customer service girl said they would have to send us a new set. I was OK thats fine. No mention of "leased" equipment and nothing on any boxes or the device.

I went to cancel today and was told I had an 18 month contract. I too asked to see a singed contract and go the same "you have an activated set so you agree" They want $320 out of me.

Where do we start the lawsuit?

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dlwsvcl
Mobile, US
Apr 01, 2009 7:38 pm EDT

I am definately in pursuing a class action lawsuit against Direct TV, DEFINATELY. I am being charged an early termination fee of $378. and only had the service for 2 days. THIS IS A SCAM ORGINAZITION.

ComplaintsBoard
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7:31 am EST

DirecTV service

Log of complaints with DirecTV
This log is intended as record of problems I have dealt with DirecTV and is intended to be used in case of litigation or as a testimony to either the cable company or DirecTV in the future.

Problem #1 12/16/07
Details: I was recording the Saturday night football game so that I could watch it later this evening. I went to list selected the game and began watching the game. With the score 0 - 0 in the first quarter the TV went blank and a message came on the screen saying that the receiver was resetting. It came back up in a setup program asking questions I could not answer so I called your 1-800#. First of all your automated answering system is rediculous, it took me several minutes to get to talk with someone
that could help me. When I got to customer service they walked me throught the setup and got my service back up BUT the game I had recorded was no longer on my play list and I could not retreive it, so I lost the game that I had been all set to watch. I was warned by others not to leave cable and go to satelite but I didn't listen. Now I know what my friends were warning me about. If this is the kind of experience I can expect form you then I will contact a lawyer to get out of my contract and go to the
internet and tell the truth about Satelite service. I am very disappointed with your service and I've only had it for a few months. I was a cable customer for 20+ years and never had an experience like this.NOT HAPPY

Resolution: 12/19/07
Positive
Called the complaint office and they apologized for the loss of my game and gave me a $10 discount for the next 12 months for a total of $120 discount. Plus if I take the NFL ticket next year they will give me the additional super fan feature for free.

Problem #2 01/05/08
After holding on line for way too long I sent the following complaint through their web site.

Customer 01/05/2008 03:55 PM
DIRECTV FEEDBACK MESSAGE

Name: CHARLES ENSCOE
Status:
[Account Number: [protected]]
[Phone Number: [protected]]
Email Address: [protected]@FRONTIERNET.NET
[Topic Selected: DIRECTV Billing]

I have been on hold all day trying to talk with an agent so I will try this.

I just received my first bill since coming off the promotion package. You have charged me for two packages. You charged me for Choice @$49.99 AND Plus DVR @$59.99. You should have only charged me for Plus DVR @59.99. Also there are some discrepancies with partial charges in adjustments and credits.

I am not off to a very good start with your company. In fact I have decided to start keeping a journal of all these problems including the times I lose reception in case I have to take action in the future.

Please contact me when you have resolved this issue.

-----Original Message-----
From: DIRECTV Customer Service [mailto:[protected]@directv.com]
Sent: Sunday, January 06, 2008 9:40 PM
To: [protected]@frontiernet.net
Subject: Over billed [Reference #: [protected]]

Subject
Over billed

Discussion Thread
Response (Josephine) 01/06/2008 06:39 PM
Dear Mr. Enscoe,

Thanks for writing and for letting us know your concern about the charges on your DIRECTV account. I appreciate the opportunity to assist you today.

I sincerely apologize for the inconvenience and confusion this situation has caused and I understand that you should only have the PlusDVR package. In order to resolve this, I went ahead and cancelled Choice then issued a total credit of $51.66. You'll see this credit reflected on your next DIRECTV bill, or you can see it immediately by signing into your DIRECTV account online at directv.com/mydirectv and clicking on "View Recent Activity" in the My Account column.

At this time, your account shows a remaining balance of $87.35. If you still have any questions regarding your bill, just write us back or call us at [protected] and one of our Customer Service Representatives will be glad to assist you. You can verify your online bill access by signing into your account and clicking on "View Statement;" you should immediately see a list of at most twenty four statements available for you to view.

I hope this information clarifies your recent bill. Thanks again for writing and stay tuned to directv.com for the latest news and information about our services.

Sincerely,

Josephine L.
Employee ID [protected]
DIRECTV Customer Service

I replied through email sent Mon 1/7/2008 8:33 AM
Dear
Josephine L.
Employee ID [protected]
DIRECTV Customer Service

By my calculation my bill should be $77.35 and not the $87.35 you have stated in the note below. I have a $10.00 monthly credit from an earlier agreement which looks like it has been applied but I see a $10.00 charge for Protection Plan Cancel which I don’t understand. I was on your 4 month promotion plan which expired 12/30/07 so how can you charge me for a cancellation?

Please respond and let me know the resolution to this inquiry.

Thank you,
Chuck & Chieko Enscoe
621 Bending Bough Dr.
Webster, NY 14580
[protected]

1/7/08 Their Response
Subject
RE: Over billed [Reference #: [protected]]

Discussion Thread
Response (Allain L)
01/07/2008 04:24 PM
Dear Mr. Enscoe,

Thank you for writing us back. I understand your concern about getting charged $10 for canceling the DIRECTV Protection Plan and I apologize for any confusion that this may have caused. Please allow me to address your concern.

I checked your records and found that you signed up for the special NFL SUNDAY TICKET offer that included four months of free PREMIER and DVR Service. Please note that this offer did not include getting the Protection Plan free of charge.

In addition, I'd also like to let you know that you were supposed to keep the Protection Plan for one year. Since you cancelled the Protection Plan within your first year, you were charged a $10 Protection Plan cancellation fee.

I hope this clarifies your concerns. Should you have further questions, please email us back or call us at [protected] and a Customer Service specialist will be most happy to assist you.

Thank you again for writing and giving us the opportunity to respond to your needs.

Sincerely,

Allain L.
Employee ID [protected]
DIRECTV Customer Service

Summary to problem #2.
They did in fact over bill me and made the correction but on the correction they charged me an additional $10 for canceling my protection plan. The protection plan was something that came with the original promotion and not something I asked for. The charge for the protection plan is $5.99 per month. When I switched over to the plus package the cancel protection plan was already a default selection so I left it that way. Now they tell me there is a $10 penalty for canceling the protection plan within a one year time frame. So they sign you up for a 4 month promotion knowing full well that you will most likely change plans after the promotion period is up and when you don’t select the protection plan they bill you $10, something they never explained in the first place. I could go back and complain some more but it’s just not worth the aggravation I have dealing with these people. I’ll eat the $10 this time and hope my problems go away.

Problem #3 02/01/08
Details: Friday night about 11:45PM signal started getting patchy, breaking up. By midnight I had completely lost the signal caused by ice and snow build up on my dish. This kind of thing only rarely happened with cable.
Resolution: 02/02/08
Positive/Negative: By the next morning I had my signal back, but with cable I wouldn’t have lost the signal.

Problem #4 02/05/08
Details: Tuesday night I tried to rewind the news on channel 10 and the DVR would not rewind. Called [protected] again.

Resolution: 02/05/08
Positive/Negative
After getting through their automated messages and being put on hold I got customer service. I explained the problem to CS and after taking my information and problem description she put me on hold for some time. She realized that she couldn’t help me so she transferred me to Technical support. Again on hold but in less than a minute of hold I got hold of a technician. It took a half hour on the phone with the tech before he realized that there was nothing he could do on his end to fix the problem. I found out that the DVR has never worked properly because he explained that if I hit record in the middle of a program that it should go back to the beginning of the program. Mine never has, if I hit record in the middle of a program it just records from the point I hit record. So this has been faulty from the beginning. They are charging me $19.95 for shipping to send me a new DVR and have me send the old one back. Since I am getting a new DVR I will lose all the programs I have stored on the disc. To appease me they are giving me 3 months of free movie channels so that I can record new movies onto my disc. That’s a $36 value so it makes up for some of my misery. Techs name was Mike employee #410653. When I hook up the new DVR I have to call [protected] pin #1439 which will get me right to Tech support without the crazy automated messages. I need to tell them that I want to activate my new DVR and deactivate my old DVR.

02/09/08 11:56AM
I received my new DVR yesterday afternoon but it was too late in the day to install it as we had company coming over for dinner. I installed the new DVR on Saturday morning.
Old DVR:
Rcv ID [protected]
Ser# A02CA7GH131454
Model # R15-100
Access card # [protected]

New DVR:
Rcv ID [protected]
Ser# B02AF7BA310978
Model # R15-300
Access card # [protected]

The new DVR is much smaller than the old DVR so I had to use the older DVR’s box that I had kept from the original installation to ship the DVR back to DirecTV.
FedEx return shipping info
Shipping label # [protected]
SKU: R15-300C-R
Order # [protected]
PO# [protected]
Ship date: 06FEB08
Trk # [protected]
After installing the DVR I called tech support and spoke with Lawrence who helped me through the guided installation then deactivated the old card and activated the new access card. I related to Lawrence that I spoke with other DirecTV customers and they said that I shouldn’t have to pay the $19.95 shipping because this DVR was defective from the start. Lawrence didn’t argue, he explained that it was a FedEx charge and not DirecTV but because of the circumstances that he would credit my account the $19.95. I thanked him and soon after I got an email from DirecTV showing the transaction.

I also explained that the new DVR was much smaller physically and that I couldn’t use the same shipping box. He said it was ok to use the other box I had in my possession.

End of call was 12:20PM

Keeping a hard copy of this transaction in my Feb billing folder.

Problem #5 2/26/08 8:30 PM

Connecticut at Rutgers basketball was supposed to be shown on channel 621 MSG but when I went to watch it I got a message 721 not available in this area. Called customer service [protected]. Spoke with a Sarah who tried to troubleshoot the problem by having me reset my receiver then she ran me through setup and had me verify satellite data info. None of this worked. She transferred me to the technical department and I spoke with Jeremiah. I had to run through my problem again with him and he put me on hold for several minutes. He got back to me and said I should not be blacked out there must be a problem on their end and that he was going to have to escalate the problem, he sent an email off to engineering letting them know the problem but that doesn’t help me one bit on watching this game. He asked me if he had answered all my questions and I said no he hadn’t answered me on when I could see the game. He answered that it would be resolved when engineering fixed the problem and there was nothing he could do on his end other than apologize. I told him that I was building a case by documenting all these incidents as I never had these problems while I was a cable customer and that I was going to try to get out of my contract. He said once again he apologized but there was nothing more he could do. I got his employee #W2393 and told him that I was an unhappy customer. No basketball game tonight. 9:20PM almost an hour on the phone.

I logged on to DirecTV and sent a message to customer service with the above comments and asked them how I could get out of my contract without paying a penalty. Time of message sent to customer service 9:39PM

Subject
Blacked out and missed game

Discussion Thread
Response (Arlene S) 02/27/2008 04:23 AM
Dear Mr. Enscoe,

Thanks for writing. I'm sorry to hear about the problems you had watching the basketball game. Let me assist you with your concern.

I just wanted to let you know that we received your email and I have forwarded it to a sport specialist who will research your email and follow up with you. Please note that due to high volume it may take a few days for a specialist to contact you. For immediate assistance, please call us at [protected].

Thanks again for writing, we appreciate your patience and understanding.

Sincerely,

Arlene S.
Employee ID [protected]
DIRECTV Customer Service

Make the most of DIRECTV by registering your account on directv.com. You'll learn about exclusive online promotions, new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.
Customer (Entered by Arlene S) 02/27/2008 04:23 AM
DIRECTV FEEDBACK MESSAGE

Name: CHARLES ENSCOE
Status:
[Account Number: [protected]]
[Phone Number: [protected]]
Email Address: [protected]@FRONTIERNET.NET
[Topic Selected: Sports]

Details: I have pasted the following excerpt from my problem log that I use to document all the problems I have with your service. Problem #5 2/26/08 8:30 PM Connecticut at Rutgers basketball was supposed to be shown on channel 621 MSG but when I went to watch it I got a message 721 not available in this area. Called customer service [protected]. Spoke with a Sarah who tried to troubleshoot the problem by having me reset my receiver then she ran me through setup and had me verify satellite data info. None
of this worked. She transferred me to the technical department and I spoke with Jeremiah. I had to run through my problem again with him and he put me on hold for several minutes. He got back to me and said I should not be blacked out there must be a problem on their end and that he was going to have to escalate the problem, he sent an email off to engineering letting them know the problem but that doesn't help me one bit on watching this game. He asked me if he had answered all my questions and I said no he
hadnt answered me on when I could see the game. He answered that it would be resolved when engineering fixed the problem and there was nothing he could do on his end other than apologize. I told him that I was building a case by documenting all these incidents as I never had these problems while I was a cable customer and that I was going to try to get out of my contract. He said once again he apologized but there was nothing more he could do. I got his employee #W2393 and told him that I was an unhappy
customer. No basketball game tonight. 9:20PM almost an hour on the phone. It is now 9:39PM and as I write this channel 621 has come back on as the basketball game is now over. There is no way I should have missed this game. What do I have to do to legally get out of my contract without paying a penalty?

-----Original Message-----
From: DIRECTV Customer Service [mailto:[protected]@directv.com]
Sent: Wednesday, February 27, 2008 6:23 PM
To: [protected]@frontiernet.net
Subject: Blacked out and missed game [Reference #: [protected]]

Subject
Blacked out and missed game

Discussion Thread
Response (BP Michael H) 02/27/2008 03:23 PM
Dear Mr. Enscoe,

Thanks for writing. I am sorry that you were not able to view the Rutgers/ UCONN basketball game on Madison Square Garden network. I will be able to address your concern today.

As the provider of the most comprehensive sports programming lineup in the digital home entertainment industry, it's challenging to describe the blackout rules for many different locations and sports briefly. Please visit our web site at directv.com/blackouts for our general blackout FAQ, and click on the specific sports package you're interested in for more detailed information.

We realize blackouts can be confusing and sometimes frustrating to our customers. However, to honor our agreements with the leagues and other owners of broadcast rights, we must pay close attention to the restrictions that we are required to follow.

As a reminder, When you started your DIRECTV account, you were given very specific information regarding cancellation of services before the agreed upon programming commitment. The programming commitment is in return for discounted equipment. We agree to lease you our equipment at a reduced rate and you intern, agree to keep DIRECTV services for a period ranging from 18-24 months.

I hope you find this information helpful and thank you again for writing.

Sincerely,

Michael H. ID#U8397
DIRECTV Customer Service

Make the most of DIRECTV by registering your account on directv.com. You'll learn about exclusive online promotions, new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.
Customer 02/26/2008 06:42 PM
DIRECTV FEEDBACK MESSAGE

Name: CHARLES ENSCOE
Status:
[Account Number: [protected]]
[Phone Number: [protected]]
Email Address: [protected]@FRONTIERNET.NET
[Topic Selected: Sports]

Details: I have pasted the following excerpt from my problem log that I use to document all the problems I have with your service. Problem #4 2/26/08 8:30 PMConnecticut at Rutgers basketball was supposed to be shown on channel 621 MSG but when I went to watch it I got a message 721 not available in this area. Called customer service [protected]. Spoke with a Sarah who tried to troubleshoot the problem by having me reset my receiver then she ran me through setup and had me verify satellite data info. None
of this worked. She transferred me to the technical department and I spoke with Jeremiah. I had to run through my problem again with him and he put me on hold for several minutes. He got back to me and said I should not be blacked out there must be a problem on their end and that he was going to have to escalate the problem, he sent an email off to engineering letting them know the problem but that doesnt help me one bit on watching this game. He asked me if he had answered all my questions and I said no he
hadnt answered me on when I could see the game. He answered that it would be resolved when engineering fixed the problem and there was nothing he could do on his end other than apologize. I told him that I was building a case by documenting all these incidents as I never had these problems while I was a cable customer and that I was going to try to get out of my contract. He said once again he apologized but there was nothing more he could do. I got his employee #W2393 and told him that I was an unhappy
customer. No basketball game tonight. 9:20PM almost an hour on the phone. It is now 9:39PM and as I write this channel 621 has come back on as the basketball game is now over. There is no way I should have missed this game. What do I have to do to legally get out of my contract without paying a penalty?

2/27/08
Dear Michael H. ID#U8397
DIRECTV Customer Service

I have read your blackout rules but they are very ambiguous especially the statement “If a local off–air broadcast channel (not ABC, NBC, CBS or FOX) or local cable system has rights to broadcast a game in a certain region, customers in that area will be unable to receive that game through their DIRECTV® subscription(s). “ Does that mean that if Time Warner cable is showing something that DirecTV can’t show it. If so then you couldn’t show anything because Time Warner shows all that you have and more. That can’t be correct or you wouldn’t be able to show anything.

This particular game was broadcast on Channel 621 Madison Square Gardens which is available to my account Plus DVR with Sports Pack. It was not being shown locally on any channel. Your customer service representative (Sarah) verified that I should not be blacked out and tried to fix the problem. She escalated the call to Tech support and your Tech support representative Jeremiah employee ID #W2393 also verified that I should not be blacked out. He was able to see the game on HD but not on 621. So either your own representatives don’t understand the blackout rules or you are incorrect. Since I don’t feel that your correspondence with me has sufficiently addressed the problem I would like this to be elevated to your supervisor for further investigation.

Thank you,
Chuck & Chieko Enscoe
621 Bending Bough Dr.
Webster, NY 14580
[protected]

Subject
RE: Blacked out and missed game [Reference #: [protected]]

Discussion Thread
Response (Noel B) 02/27/2008 09:11 PM
Dear Chuck & Chieko Enscoe,

Thanks for writing us back about your sports programming concern. I'm sorry to learn that we were not able to address your specific concern with our previous response. I just wanted to let you know that we received your email and I have forwarded it to a specialist who will research your email and follow up with you within the next 48 hours. For immediate assistance, please call us at [protected].

Thank you for your patience and understanding and for providing us with the opportunity to be of service to you.

Sincerely,

Noel B.
Employee ID [protected]
DIRECTV Customer Service

Make the most of DIRECTV by registering your account on directv.com. You'll learn about exclusive online promotions, new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.
Customer (Entered by Noel B) 02/27/2008 09:11 PM
.

Resolution #5: 02/05/08
Negative

Subject
RE: Blacked out and missed game [Reference #: [protected]] [Reference #: [protected]]

Discussion Thread
Response (AV Josh D) 03/01/2008 09:35 AM
Dear Mr. Enscoe,

Thank you for taking the time to write. The reason why the Rutgers and Connecticut game was incorrectly blacked out in your area is not known. We were able to open an escalation to our broadcast department to try and resolve the problem that night as quickly as possible but as you have stated we were unable to resolve the problem before the end of the game. I do apologize that you were unable to see the game due to the technical problems we were experiencing.

We do strive for perfection to not have any of these types of issues arise for customers who are supposed to receive the correct programming but for unspecified technical reasons are not able to receive the programming. Please be aware that we cannot guarantee it will not happen again but we will work as hard as we possibly can to ensure you that all of our customers receive the programming they are supposed to.

Thanks again for writing and I thank you very much for your patience and understanding.

Sincerely,

Joshua D. Y4368
DIRECTV Customer Service

Problem #6 3/14/08 7:50 PM

It's happening again. Back on Feb 26th 2008 I called Customer Svc because I could not see the Rutgers vs Conn. baseketball game on channel 621 MSG. Customer svc saw that I should have been able to view that game but was unable to resolve the problem. They escalted the problem to Tech support, they acknowledged that I should be able to receive that channel and supposedly escalated the problem to engineering. I started a string of emails with you which ended with the following email.

" Subject

RE: Blacked out and missed game [Reference #: [protected]]

Discussion Thread

Response (DI Michael Y)
02/28/2008 05:08 PM

Dear Mr. Enscoe,

Thank you for writing. I understand your concern regarding not being able to watch the Connecticut and Rutgers game on the MSG network, channel 621. I apologize for any inconvenience and I will be happy to assist you. In reviewing your account, I see that you have been a customer for six months, and I want to take a moment to thank you for your continued support of DIRECTV.

I see that the MSG network is one of your local regional sports networks. You are authorized to view the pro and college games shown on that channel. Due to contractual broadcast rights between the networks and the leagues, those who live outside of your area are not authorized to view the same games.

You should have been able to watch the Connecticut versus Rutgers game. If you are not able to watch a game on MSG network, the YES Network, and FSN New York that you should be able to view, please contact us at [protected] twenty four hours every day and we will be happy to assist you with resolving the problem.

Thank you again for writing.

Sincerely,

Michael Y. U8843
DIRECTV Customer Service "

I just got off the phone with Elan from customer svc, and Ryan emp#[protected] from Tech support both agreed that I should not be blocked out. Ryan stated that sometimes your engineering department blocks out people who should not be blacked out. I told Ryan that this was supposed to be escalated to engineering on the 26th of Feb but he showed no escalation in his records. So here we are again. I'm missing a very good hockey (Rangers vs. Panthers) game broadcast on channel 621 from 7:30 to 10PM and you still have not resolved the problem. You are not living up to your end of the contractual agreement, you need to fix this problem.

A customer that is not happy.
Mr Charles Enscoe

Subject
Not receiving a program I should be able to see.

Discussion Thread
Response (Danielle) 03/14/2008 07:38 PM
Dear Mr. Enscoe,

Thanks for writing us back and following up on your previous E-mails. I'm sorry to hear about the continued problems you have experienced. I went ahead and forwarded your follow-up email and additional concerns to a specialist who will contact you within 24-48 hours.

As what was mentioned in the previous reply, normally, we are able to get back to you as soon as possible. Our agents are working overtime to be able to help you as fast as possible, but if you need immediate assistance, please call us at [protected].

We appreciate your patience and understanding.

Sincerely,

Danielle D.
Employee ID # [protected]
DIRECTV Customer Service

Make the most of DIRECTV by registering your account on directv.com. You'll learn about exclusive online promotions, new features of DIRECTV and the latest programs and packages. Visit www.directv.com/register today.

Subject
Not receiving a program I should be able to see.

Discussion Thread
Response (CS Kirk S) 03/15/2008 09:30 AM
Dear Mr. Enscoe,

Thank you for writing about the college games and I can address your concern.

I realize that this must be very frustrating for you and certainly understand your concern. This issue was escalated to broadcasting on March 14th, 2008 for further review. Please allow additional time for broadcasting to address this issue.

Thank you again for writing and I hope that I was able to help you. As always our goal is to provide you with excellent customer service and world class entertainment.

Sincerely,

Kirk S.
U9311
DIRECTV Customer Service

Resolution #6
Negative
It is now 3/25/08 and they never got back to me as they asked for additional time to resolve the problem.

Problem #7 3/25/08 7:00 AM
Searching for signal message on several channels but the one I wanted to watch was ESPN2 the opening baseball game of the 2008 season, Red Sox and Oakland A’s from Japan. Called customer service and heard a message that they were aware of the problem and that the signal should return soon.

Resolution #7: 03/25/08
Negative
I was put on hold for 11 minutes and when I finally got through I asked what they were going to do for customers to make up for this. I spoke with Axel from Tech support who acknowledged the problem was quite extensive and said that they needed 24hrs to resolve the problem. 24 HRS! That does a lot of good the game is in the third inning right now and I don’t think they will wait for DirecTV to catch up. I asked what they were doing for customers and they said that they could offer one month of Showtime. I asked if there was something else other than Showtime and they said they had nothing else to offer. I told them that I didn’t like Showtime but if that was all they could offer I would take it. The signal came back about 90 minutes later.

Problem #8 3/25/08 8:15 PM
Went channel surfing through my sports package and found on 8 channels that I should be receiving I was getting a message that stated “Channel not purchased (721) Rcvr [protected] Card [protected] “ I went on line and looked at the channel line up for the sports package and according to the web site I should be getting those channels because I purchase the sports package. I called customer service [protected] and spoke with John who verified that I should be getting those channels, he tried some troubleshooting like unplugging the receiver from the wall and then seeing if the situation changed. It did not.

Resolution #8: 03/25/08
Negative
He searched his logs and said he found a note that they were having problems with certain sports package channels and that they were working on the problem at this time but he had no estimate on when the problem would be fixed. He apologized and said that the next time I called in to customer service that he had put in his notes that I would receive some sort of compensation for this inconvenience.

Problem #9 3/27/08 9:30 PM
Went channel surfing again through my sports package. Yesterday I was getting the stations I had problems with in problem #8 but today I’m back to having 6 channels that give me the message “Channel not purchased (721) Rcvr [protected] Card [protected] “ Spoke with Amy and related the problem, she saw that she could not resolve the problem so she transferred me to Tech support. Stephen explained that I was being blocked from seeing the game because of contractual agreements with professional sports. That to see the hockey game I was trying to watch I would have to purchase the center ice package. Since it was being shown on center ice it could not be shown on the sports package and the would be the case with all professional sports.

I explained to him that I was told when I purchased the sports package that I needed the sports package to see MSG, YES, SNY, the channels I always watch to see the Mets and Yankees, and that now I find out that this was not the case, since I subscribe to choice extra I am entitled to those channels even without the sports package. So I was lied to seven months ago and have been paying $12 a month for something that I’m not interested in. I was so angry with DirecTV that I demanded to be reimbursed but they refused. I cancelled the sports package immediately and hung up on Stephen.

Resolution #9 3/27/08 10:00PM
Negative
A three Advil moment.

Problem #10 11/24/08 9:30 PM

This is not really problem #10 it’s probably more like #20 I just got tired of writing complaints. The above complaints mostly involved me calling them and using this as a log to keep track of what goes on. I have had so many complaints about missing Syracuse basketball games, missing Mets and Yankees baseball games because for one reason or another they blocked the signal that I just gave up logging them in. Well I am writing this the morning after (11/25) I lost satellite hookup to ESPN on a Monday night. I was recording Syracuse basketball on ESPN2 and watching Monday night football on ESPN. It was a great game for SU against Florida a 2 pt game and I lost the feed at half time so I don’t know what happened and of course I lost the football game in the second qtr and don’t know what happened there either.

It’s 7am now 11/25 and I am going to call [protected]. Office was closed for general support so they directed me to try online support. It is now 20 minutes later. It took that long to get through the screens and submit my complaint/question, they forced me to choose categories for my email that didn’t fit the profile of my complaint. More later.

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Wayne
,
Aug 27, 2008 5:31 pm EDT

Trying to get emergency service is a joke.I cut my neighbors Directv line while mowing.called to arrange someone to fix it, what a joke.6 days before they will come out.Meanwhile my 76 year old neighbor has no cable and its my fault.So what do ya do, i say call the competitor and sign up for their Sat tv service, bet they can get it installed b4 i can get it repaired.Directv Service SUCKS!

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KKJohnson44
Colona, US
Jun 26, 2009 3:12 pm EDT

DirecTV cut my cable for my Hughes Net when they installed their dish, since I was not using Hughes Net at the time. I never gave permission for them to do that. Since 6/18, I am charged $72.32 for Hughes Net and they said I have to pay for the service call for them to come out and reinstall a new cable. DirecTV said they will not pay it, since it is not their problem and that their service people do it all the time. They did not think anything was wrong about them doing that. Since, I have learned this has happend to other people and DirecTV needs to stop getting away with it!

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rhaldee
Homosassa Springs, US
Jul 20, 2009 6:44 pm EDT

mediately contacted them.
They give me a run around with transferring me to four different people then making me explain the same thing each time what my complaint was .
The last person I spoke with told me they were protecting the company and not the customer. So therefore I then filed aIn February I had a contract with Directs to get their service for a given amount,
The first billing was correct the second billing was incorrect and I im complaint with the state. The state informed me that Directv refused to cooperate.
They advised me that I would need to use the court system or to complain to the Attorney General office about possible fraud,
Directv finally answered to the state but did not offer any solutions to this problem.

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Lisa Kingsleys
Hudsonville, US
Dec 01, 2009 10:50 am EST

I am blown away to see I'm not standing alone with EXTREME problems with DirecTV! I was moving about 2 miles, had just bought my first home, was crazy happy. Wanted a service that was a bundled package and especially looking to be able to watch the Patroits play because my fiance is from Massachusetts. And if anyone knows someone from there, you know that are crazy Patriots and Red Sox fans! Called Directv because I was told they were the only ones where you could get this and the other things I needed. The girl I spoke with was awesome! Promised me everything I asked for. "Bundled package Deal" with NFL Sunday Ticket explaining that she had just watched a Patriots game the other night! Movie channels, and of course my "other" issue, the internet was going to be partnered with AT&T however would be shipped out to me about a week after my installation of the other! On the day that the internet did NOT arrive I immediatly called. Try to get help from anyone there you speak with...I dare you! Very long story short, after having just TV service and no NFL Sunday Ticket which by the way they will tell you it's on your account but you can't view it on your TV! Having this service for about 8 days I've been charged almost 800.00 folks! Yes, a little over 200.00 for a security deposit, and a bit over 500.00 this past week directly drawn out of my checking account UNAUTHORIZED! Went to my bank and they have also filled 2 seperate claims to dispute to help me get my money back. I had written a letter, as instructed, by "a Supervisor at DirecTV" to the dispute department in Colorado and have been patiently waiting for them to get back with me. And then next thing I know, over 500 bucks taken right out of my account! Meanwhile, I just sent a check for my new mortgage payment and my new Jeep payment! Thank God my bank is not going to let anything more bad happen to my account and are going to help me with the checks that I sent out.
I am going to make this my lifes mission to make sure I am heard by Directv and paid back the money they STOLE from my family! This company needs to be put OUT OF SERVICE!
I've also filed a complaint with the Better Business Bureau and waiting to hear back from them as well. I don't want anything from Directv except the exact $ amount they stole.
Lisa Kingsley

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Staceylynn76
Essexville, US
Dec 26, 2009 11:22 am EST

I signed up for Directv and had it installed Dec. 24. Saturday they disconnected me because there was a family member who had an unpaid bill. I never even lived with this family member and they are penalizing me for his actions. For some reason his name shows up as a relative that lived with me. Now I either pay his past due balance or I stay disconnected. I paid $379 (needed a $300 deposit) and now I have no choice but to pay it or else I'm out that money.

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TawnyDanae
, US
Jul 09, 2010 4:25 pm EDT

Directv is horrrible and no one should use them. They promise everything when you try to sign up and do not come through at all. I asked for On Demand, was told I would have it and was given the wrong box. Then I was told I had to pay a $100 for the guy to come out and deliver the correct box. Then they said I could change names on the account since I originally took on the account when my brothers credit was not good, then when I tried to switch it was against their policy. I told them I was referred to get my friend a credit and then they didn't give the credit since I dialed the wrong phone line.

I would never recommend them. They have too many people working their that do not know their policies. Then they stick you in long contracts that cost you a fortune to get out when they constantly make mistakes.

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Euphoman
Las Vegas, US
Dec 03, 2010 4:23 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Be careful if you pay your DirecTV monthly bill early. They will send you emails demanding that you pay your bill in full by the due date. I paid my monthly bill via the bank on the day that the bill was received. Two weeks later I get emails from DirecTV stating that, as the bill is falling due, I should make payment in full before the due date. rtepeated attempts to sort it out failed miserably. Roll on 2011 when I can run awaqy from DirecTV as fast as I can. Dish network or COX TV here I come.

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sjbasham1955
Gahanna, US
Mar 16, 2011 8:12 pm EDT

Directv was installed 2/28/11. The installer was clueless and said he has no idea how surround sound is connected. He tells me I have to use two controllers, one for turning off and on the tv and the second one for turning off and on the Directv box. At the same time I can't increase or decrease my volume on the Directv controller with out moving the toggle switch from Directv to AV2, change the volume then moving the switch back to Directv to change the channel. Three times in one day we turned off the TV and when we turned it back on there was no audio. We had to reboot the system to get the audio back. Everytime I called all I was told was "I am sorry" then either transfered to someone else or disconnected. Finally I got the name of the President, Michael White [protected] located at POB 6550 Greenwood Village, CO 80155 (must be cramped in that POB). I didn't get to talk to Mr. White (of course) but did speak to Mike ID#U143. He was "very sorry" but would not let me out of our contract and for me to receive the services I requested in the first place I would need to pay an additional $200 for the two HD DVRs that I would need for the whole house package. I refused! He kept reminding me that these are discounted (origional $199 now $99) WELL THANK YOU but NO WAY!
There is so much more that is wrong with the service.
I am exausted and all my anger got me no where. I am stuck with crappy service and "I am sorry" mode til my contract is up.

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Fame2002
Port St. Lucie, US
Oct 14, 2011 3:10 pm EDT

To Whom it may concern:
On October 13th 2011 I had, had enough of my picture constantly going out due to the rain. I had just finished trying to watch a show I had recorded from the night before only to find that over 20 minutes of the show didn’t record due to the rain the night before. The 5 days before this it had been raining quite a bit and during that time I had no picture regularly, there were periods where my picture was out for 2-4 hours at a time. Living in Florida during the summer it rains a lot, and I had the same thing throughout the summer. UFC pay per views that I spent $50 dollars a piece on with a house full of friends ready to watch the fights only to have the picture go out for half of them including the final two rounds of a championship fight. Needless to say after one of my favorite shows not recording I was at the end of my rope. I called in to cancel my service, I had had it. I called the 1-800-DIRECTV phone number and after telling the automated system I was calling to cancel I was put through to Oscar in the retention department. I told Oscar my problems and frustrations and he began offering me things to try to keep my business. I kept telling him I wasn’t interested and that what he was offering me just wasn’t enough to deal with not having a picture half of the time. First he offered me a $50 credit off my bill for the month, I said no, then he offered me Showtime free for 12 months on top of the $50 credit, I said no. The next thing he offered was an additional $10 off my bill per month for 12 months on top of the other things, still I said no. His next offer was to add the NFL Sunday Ticket for free to my account on top of the other offers, to this I decided that may be worth staying for so I told him ok, but that I wanted a technician to come out and check my dish. We set up a date and time for the technician to come out, Oscar gave me a confirmation number and another phone number of [protected]. After putting me on hold for a couple minutes we were done and I was happy.
About 6 hours later when I got home I decided to check out what was on Showtime only to find that I wasn’t getting the channels. So I once again called Direc tv. This time I got Melinda on the phone employee id # [protected]. Melinda pulled up my account and told me that there were no notes on my account, that nothing had been done, and that the system showed that I hadn’t called in since February. I told her about the entire conversation earlier with Oscar, and all the things that I had been promised all of which I had written down. She put me on hold for several minutes and came back only to tell me that all of the things that were promised to me to keep my business could not be honored and that the only thing she could do was give me Showtime free for 3 months. I was furious. Here I’ve been a loyal customer with Direc Tv for years, stayed with Direct Tv even after years of frustration of my picture going out, only to be told that everything that was promised to me I could not get. I spent close to a half hour of my day on the phone with Oscar for nothing, and I spent over a half hour on the phone with Melinda dealing with this. I asked her about the fact that the system told me the conversations were being recorded and that I wanted the conversation to be pulled up. Her response was that’s for training and that’s not possible. Then she told me the only other thing she could do was offer me the NFL Sunday Ticket at HALF PRICE! I told her absolutely not, that Direct Tv was not getting another dime out of me, I should be getting money from them for the horrible service and frustration I’ve had to go through. Melinda’s attitude was one that I really couldn’t believe, it was one of just not caring at all, like she didn’t care if I stayed with Direc Tv or not, like my business was nothing to the company. I told Melinda that I wasn’t even going to bother trying to talk to a supervisor and that I’d be calling Comcast and once I had a date scheduled for the cable to be hooked up Id call back and cancel service with Direc Tv, and she very easily let me off the phone.
I want you-Direc Tv to know that I intend on complaining to every single agency, website and forum that I can possibly find. I’m going to let everyone know exactly what kind of “service” you provide and the dirty tactics you employ to try and keep customers. I also plan on letting all of my customers my company deals with about your company. You see in owning a, lets just say technology based company my employees see a lot of customers every day, often times customers will ask us whats the best computer we recommend or tv and very often we are asked about cable and satellite providers and before we would always recommend Directv, you can bet that will never happen again. This issue with me ultimately will cost your company tens of thousands of dollars if not more, youre not just losing one customer. To be promised something only to be told you can’t have it is ridiculous. Your reliability percentages are lies, fabricated to earn you business from your competitors. You can still do the right thing, but by my experience with your company to this point, I’m sure I’ll never hear a thing from you. Maybe I’ll be proved wrong.
Sincerely,
Shane Horton

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fedupalreadyagain
Martinsburg, US
Apr 04, 2012 6:17 am EDT

I have been a customer for 10+ years. As of 2012 I have had nothing but problems with Directv's (lack of) customer service and technical support. You call and you are on the phone for 1+ hour being bounced around, call disconnected, to call back and bounce around again. No notations are put on the account about the calls and concerns. No one owns up to the company's mistakes and poor service. You complain via email, writing to corporate, and even verbal while calling customer service. All fall on deaf ears and blind eyes. I am tired of being on their hamster wheel along with all the other dissatisfied customers. Put more training and effort into your customer service, communications, and fulfill the obligations and responsibilities us as customers pay for.

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DirecTV scam artists

My cable bill was out of control so I called Direct TV last month and asked about their options. I was told their options and chose one which best fit my family. I was told I would get a discount for one year if I agreed to a two year contract. I agreed. They said I would get a discount if I bundled and included ATT as my internet provider. So, I checked the price of ATT internet prices and they were equal to what I was currently paying, so I agreed.

She told me what my total was for my Direct TV and that included four receivers. I asked her if the price she just quoted me was a one time charge for the receivers or monthly, she chuckled, of course it was only a one time charge, so, I agreed. I got my first bill and there was no discount for anything. Then I got my bill for this month, the second bill. They had charged me for the receivers again and there was still no discount for the two year contract agreement or for signing up for ATT.

I called Direct TV and was told that I had to pay monthly for each of the receivers and I must have misunderstood the sales person. I am now paying way more for my cable then before I signed up for direct TV. She woman on the phone said that I was not receiving my discounts because they had never been activated so she activated them but would not make them retroactive to last month's bill. My bill is not exactly what it was before I switched to Direct TV.

I asked the woman on the phone to pull up the recorded conversation of my order where the woman tells me that the receivers were only a one time charge when I ask her. The woman told me that she could not listen to the conversation and if I wanted the recorded conversation, I would have to subpoena the recording.

When I told her to cancel my service, she said that she would have to charge me $400 for canceling my service. I was outraged. They lied about charging me for the receivers and then when they did not hold up their end of the bargain, they wanted to charge me $400 to cancel my contract.

I will continue to get hosed by Direct TV and after my contract is over, I will not stay with them. Do not sign a contract with Direct TV and record all your conversations with them. They are scam artists.

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James
, US
Jul 28, 2009 5:57 pm EDT

I discovered that Direct TV did not install HD after 2 years of paying for the service and they refuse to come out to correct the problem unless I pay for a service call; they refuse to refund my money and refuse to remove the charge from my bill.

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Angela
, US
Feb 08, 2010 1:30 pm EST

My husband has been given orders to go back to Iraq, so he canceled with direct TV. Military personnel can not be held to contracts whenever they are called to duty because the service is of no use to them. He canceled on Dec. 4th 2008 by phone and email. The first week of January, we were shocked to see that direct TV had taken $544 from our checking account without permission or without giving a notice. My husband called Direct TV and the lady apologized for the mistake and said the money would be returned to our account immediately. After a few days, the money had not been returned, so my husband called again. This time a man told him it would be 7-10 business days. By this time, we had bounced many checks, because I had mailed out bills not knowing this money would be stolen from my account. I sent an email about the stress and hardship it was causing my family and got another apology and this person said that it would take up to 6 weeks! My husband called very upset and was told this time that Direct would not take responsibilty for the $410 in bad check fees they had caused, yet the week before he was told that Direct TV would refund the bad check fees. This is over $900 they have cost me during an extremly stressful time. I do not have money that kind of money to spare.

This is my husband's third time going to war, I have three small children, and no family to help me because both parents are dead and I live in another state from my in-laws. Thank you direct TV, for supporting your military.

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SpotSterling
Camden, US
Oct 18, 2010 5:15 pm EDT

I totally agree with Direct TV being a rip off. I took advantage of an offer from Direct TV and AT&T. When my Direct bill came it was more than I agreed. Same crapola from customer service. Told me I must have misunderstood. I am so happy to find out that after all these years I can't hear correctly, can't read correctly, and cannot understand simple agreement terms. And now to see the CEO of Direct TV on the tv show claiming it was his aim to "work out some bugs"- lol- why not start with the fraudulent way that the original sign-up agreements are being handled.

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JD1983
medina , US
Jan 10, 2010 12:16 am EST

Kinda messed up on your part that u don't know what you have after 2 years. Plus there is a 10 dollar fee for HD access a month and you can remove it online or they will be happy to remove it. I Love directv and there service. But come on, how do you not know what you are being billed for after 2 years?

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G. Womack
, US
Mar 12, 2009 10:47 am EDT

I also was lied to on the phone when I ordered their service and was NOT told about any refund/rebate to bring my total down. I turned them into the BBB and got a response but I WILL NOT accept their offer to issue the $18.99 per month for 12 month rebate because I will NOT agree to pay $52.99 per month for the basic package. I was told it was $29.99 per month except for the first month which included some sort of fees . . . by the time the second month bill came, I realized I had been scammed. I also requested they listne to my conversation with their sales agent but they said they did not record it. . . let's all go to the attorney general's office! That's where I'm headed.

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1:21 pm EST

DirecTV direct tv is cheating the public

1. Direct tv refused to suspend tv service after i made this request by phone. They said my current bill had to be paid. The current bill was not overdue. I have been a customer for several years, have always paid my bills, have never had a billing problem.

2. Direct tv refused to suspend my tv service after i made the request a second time by way of a written note. I paid the current bill by its due date. I enclosed a note to suspend the service. Based on what direct tv had told me - the bill had to be paid and then they would suspend service.

3. Direct tv billed me a monthly charge after i had suspended service twice - by phone and by written note. Seems there is no communication between the billing department that received my written note and the department that suspends service; and, therefore, i must pay for a month of service after i had twice requested suspension of that service.

4. Direct tv refused to suspend my tv service after i made the request a third time, by phone. Direct tv said the the charges billed me for the month after i had twice requested suspension of service, by phone and by written note, had to be paid first before they would suspend service.

This company is outrageous. Direct tv is cheating the public with made up charges, making it difficult to suspend service so they can collect extra charges. This cheating company should not be allowed to operate in any area where there is no competitor. Their license should be suspended in all areas where they have no competition.

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mac2920
Hanover Park, US
Mar 05, 2009 10:29 am EST

Yes I have just experienced the same thing and catch this one. I had service for 18 months which was my commitment term-I cancelled one week after the 18 month-they charged me $125.00 for early termination and just yesterday I got socked with a a$52.82 cent charge. I called their customer service and you are transferred to the Philippines. I asked to speak with a manager and they told me this was for pay per view events that showed up on my access cards from 2007! Well I tried to tell this idiot that my phone line was never connected to any receiver so therefore I never got the event and yet you can try and steal my money from me 18 months later? There needs to be something done about this company legally. I am furious. Not only did I fill my commitment but also I had the most expensive HD package they carried for 5 rooms. How can this company be allowed to do this?

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11:28 am EST

DirecTV equipment maintenance

Direct tv charges a monthly fee for each receiver you have in your home.In addition, they charge account termination fees.
I did not know however, that direct tv does not handle the continued maintenance on their receivers. If any of your receivers stop working, be prepared to fork over up to $300 each, to replace them. This is required in ignorance of the fact that you do not own this equipment (even if you purchased it) , and pay the monthly fees associated to them. So be sure to purchase their insurance for $6.00 a month. Yes, you must insure equipment that you do not own! I do not blame direct tv for this public dis-service; I blame the fcc. The fcc was created to protect consumers from unscrupulous behavior from these companies, but has their hand to far down the payoff jar and their heads too far up their own *-?@# to do anything about it! Proceed with caution.

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8:28 pm EST

DirecTV unauthorized charges - refusal to give back for 8 weeks

When my husband & I got an account with Direct TV, we made the mistake of giving them our credit card. Just recently we disconnected our service with Direct TV and instead of sending us a final bill, the slapped a charge on our credit card for the final payment. In addition to that, the didnt receive our receivers and dvr back as soon as they think they should have and they slapped another 333.27 dollar charge on our credit card. The receivers and dvr have all been received, and I just spoke with Emp#
415369, regarding our acount and I asked for a credit to our account for 333.27 and she told me that it was Direct TV's policy to not refund the money until Jan 5, 2009. They have charged our card fraudently and know they have and refuse to credit back our account for at least 7 more weeks. This is ridicoulous and I will never do any business with Direct TV again.

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Lets get back what direct tv taken
akron, US
Dec 13, 2008 10:07 am EST

My name is Georgia Smith. I am writing to get a group of people together that has suffered from direct TV unethical business. I was ripped off by direct TV for 700.00 on the DEC 1 2008 the money was taken out of my account unauthorized. I am now not able to buy no Christmas gifts for my 5 children or grandchild. I am still trying to come up with bill money because I had to get loans just to pay my 850.00 rent so we would not be on the streets during the holidays. If you or any one you know are willing to email me your names and info and your story I am willing to find all necessary means to take this company down. If any fees would be involved I am sure with the great number of people as a team it will be worth trying to find funds to get back what we loss plus some for our pain and suffering. Please email me back at this email and Forward to others that you know so we can get this info out to everyone. God bless and reply soon baebae2_2000yahoo.com

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11:49 pm EST

DirecTV misrepresentation-contract fraud

I ordered Directv through Verizon services (surely the topic of another complaint). The customer service rep at Verizon quoted a price of $34.00, and cents for monthly service as part of the package. I declined the "free" DVD recorder, as it is not free at all because of a monthly maintenance charge, and asked for the basic service in a follow-up call to Directv. Today I received a bill for $55.99. I called to cancel the service. Enough is enough. The customer rep did not want to listen to my simple request: Cancel My Service and started telling me about rebates. OK, so I listened, and the rebates, if begun, and I do not know for how long, would not bump the price down to $34.00 and cents, it would bump it to $42.99.

But the worst part... no one at Verizon or Directv told me I was getting an 18 month contract. Oh, yes, now that I go read the fine print, its hidden there, but, can you imagine a company, and that includes both Verizon and Directv never ever letting on in my various verbal contacts that I was signing up for an 18 month contract, and now it is going to cost me $360.00 to cancel my services. I do not have this kind of money for this.

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DirecTV fraudulent practices

I do not dispute that I did owe a past due balance, but because of financial issues, was unable to pay account on time. Just by chance I checked my bank balance and found that Direct TV had billed my account for $303 by using my debit card number which I had used in paying previous bill. However at no time did I authorize Direct TV to use my debit card at their discretion, and the debit was only used to pay a specific monthly Charge.

I had to go to my bank and file a formal affidavit which the bank then used to retrieve the charges, and deposited the money back into my account, the bank also refunded to my account $105 in overdraft charges caused by this money having been removed without my authorization.

In discussion with bank officials, I found that this is a common problem they have had with Direct TV, and I was not the only person who had experienced this. I suggest you do not EVER give Direct TV your debit or credit card number because once it is on file, they apparently will charge against your account even though you have not specifically given them authority to do so.

Just Beware and watch your statement, even better if you have online banking check your balances frequently, because the sooner you catch something like this, the faster you can move to correct it.

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mac2920
Hanover Park, US
Mar 05, 2009 10:33 am EST

Yes I have just experiences the same thing and catch this one. I had service for 18 months which was my commitment term-I cancelled one week after the 18 month-they charged me $125.00 for early termination and just yesterday I got socked with a a$52.82 cent charge. I called their customer service and you are transferred to the Philippines. I asked to speak with a manager and they told me this was for pay per view events that showed up on my access cards from 2007! Well I tried to tell this idiot that my phone line was never connected to any receiver so therefore I never got the event and yet you can try and steal my money from me 18 months later? There needs to be something done about this company legally. I am furious. Not only did I fill my commitment but also I had the most expensive HD package they carried for 5 rooms.

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Concerned Consumer2
Slidell, US
May 21, 2011 12:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I called Direct TV in January to get internet services, I'm new to the area and when I called what I thought was the only internet provider, they informed me that they did not go that far(1 mile) off the main road. Someone suggested that I go satellite, and that's when I called Direct TV. I plainly explained to the phone sales rep. that I wanted internet services, he quickly says, "Yes Sir.. we have that in our bundle, let me get you signed up for TV first and then I'll transfer you over to "OUR" internet department" Everything happened so fast, within the hour Direct TV was here to install my Dish to get the ball rolling. The "Free Installation" went right out the window. Even though there was a pole already in the yard, cable already ran, the service guy says, " That's a substandard pole, I'll have install an upgraded one, and there will be a service charge of $75.00 paid in cash for that" I'm still thinking that my internet service will be up and running within a week. After the week passes and "No Internet" I make the call to complain, I'm informed at this time that my internet services were being provided by AT&T. I hang up and call AT&T, it took a minute before I realized that my internet service was coming through my phone line and "Not" being provided by Direct TV. It was at that time I realized that I had been "SCAMMED" by the Direct TV sales rep. My first call to cancel my service(which in first our conversation I was told I could cancel within the first thirty days, just another lie ) right away the guy takes the defensive and starts telling me that Direct TV will charge my card anywhere from $540.00 to $600.00. The he proceeds to tell that it would be in my best interest to keep it for the first year and that way Direct TV wouldn't take as much, he informed that everyone does it like that. I'm still trying to make him understand that I don't watch TV, I've not watched in 6 years...Needless to say the circle talking telemarketers that Direct TV employs, got me off the phone looking for alternative actions. I tried, watching TV and the only thing that I could get was "771 searching for signal" Now I'm furious, I call Direct TV, I'm screaming, cursing, and telling them to come get this piece of crap off my property, A week goes by, I call again, more aggravated now than I've ever been, more screaming, more cursing, they tell me that they're going to send someone out to look at it. I inform them that they can pick everything up since their guy will be here, I'm done. Well he gets here and the first words out of his mouth are, "How long have you been with Direct TV?" I say, "a few months, " he says why would they(Direct TV) install an outdated system for new customers". He also couldn't pick up my equipment without loosing his job, so he said.
Well I know why I got an outdated system it was all that was on the guys truck when they dispatched him to get this installed as quickly as possible before I realized that they were not providing me Internet Service.

My suggestion to anyone is stay away from these con artist, do business with reputable companies. For all those, scammed into their contracts, close your checking account, cancel your credit card and prepare for battle with these crooks

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jamesbell01
Derby, US
Aug 10, 2009 10:02 am EDT

Direct TV took 200 out of my account WITHOUT authorization on 8-07-09 and I filled a "customer dispute affidavit" as well to retrieve my money. I am attempting to obtain the names of the Director of finance Dept and request a bill credit for more than the 200 due to the head aches . Patric Doyle is supposedly the executive Direcote of the finance dept, fax [protected]. I have not been able to get an email or any other names thus far. Do NOT give them or companies like them, your card numbers. James Bell in KS

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HatesDirecTV
Jersey City, US
Mar 05, 2009 11:26 am EST

Not only do they give horrible customer service but they outsource their work and I was robbed by one technician and my property damaged by another. When I tried to contact DirecTV, I got a sarcastic, nasty so called manager. I finally tracked down their corporate headquarters in Californication and they never called me back. There is no place you can reach them. Everytime I try their 800 number I get a snotty person who will not give me any information. Their repair man robbed me and the other one broke my TV screen with his gigantic ghetto necklace.

Stay away from DirecTV as they don't give a damn about you.

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dana
,
Nov 26, 2008 6:23 pm EST

I have a similar situation. We moved and a transfer of service was set up. The installer, who was supposed to be there at 9am, didn't show up until 10pm. When he got to our new home he stated there was no way we could get direct tv due to the large trees in the way. we called direct tv and let them know what the problem was and the complaints we had. The direct tv rep understood that they were unable to continue our service therefore the service was cancelled. a month later our credit card was charged $350.00! We called Directtv and they said it was an early cancellation fee. I explained to them that direct tv was not able to provide service therefore it was not our fault. why should we get billed? We also did not give authorization for the charge. the rep agreed and waived the fee. a few weeks passed and still no refund. our credit card added up finance charges etc... Finally i called again to find out what the hold-up was. The rep stated that the fee waiver was sent to another dept and was declined at that point. They proceeded to say we were not going to recieve the refund due to the new decision the finance dept had made. Does that make sense to anyone?! I then was directed to send a typed letter of appeal to the company. First off why should I be going through all of this trouble when obviously direct tv was the one who broke their contract. I recieved a response finally after numerous calls. They were refunding my money. Well to this day I still do not have my refund. It's been over 4 months and still nothing. Someone has to do something about this company stealing money from the everyday working american. 350.00 may not be alot to a company but for me during these economic times it's quite substantial. I have tried to request all documents and taped calls regarding my account under the freedom of info act however they say they are not a federal agency therefore the FOI act does not apply. does anyone know what federal statute i may request these documents under? Would it be the personal data act? Or can anyone offer some advice as to how to retrieve my refund.

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DirecTV scam charges

After canceling my Direct TV subscription (Cable is cheaper and is unaffected by weather) Direct TV sent boxes for the receivers to be returned in, but on the same day made an unauthorized charge to my account for the amount of $1032.70. I returned the receivers the same day and they received them the next day but they still have not refunded my money. That was 3 weeks ago. They also assessed an early cancellation charge of $70. I had a one year contract and canceled after 1 1/2 yrs!

They also charge extra for HD service but you do not get the HD channels unless you pay extra for them! Their service is NON EXISTANT, quality is crappy, they do not have the slightest idea of what customer service is or how to achieve it, and they are a RIPOFF.

My bank said when you sign their agreement you are agreeing that they can charge your account for the equipment, and that they have 30 days to issue a credit once you return it. BEWARE OF THE FINE PRINT!

Stick with anyone but DIRECTV!

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Victor
, US
May 11, 2009 4:31 pm EDT

I competed a year contract with Direct TV. My job wasn't going as well as it had in the past. I called to cancel my service. I was talked into, putting my account on a 6 month suspension. During the 6 months, I had moved to a different location, and had left the dishes at the old residence. When the 6 months was up, they automatically started charging me for the service again without any warning. I called them several times, and I told them I had no way of receiving the signal, as the dishes were at the old place. They refused to drop the $63.00 charge, for a service, I did not, and could not receive. The woman from customer service was very rude on the phone. I informed them that I would never use their service again, I felt like they really took advantage of me. I feel I should have received something in the mail, to inform me. I would not let them talk me into this situation if I were you.

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Peter
, US
Jul 18, 2009 12:33 pm EDT

We were issued a new credit card, called compant with new info---our next bill had a$5, 00 charge for "phone service" They refused to take it off!

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Nelson
, US
Jul 22, 2009 5:38 pm EDT

Direct TV has been overcharging me for a year. For the first 6 months I called every month to complain. Several times, after waiting 15-20 minutes for a live person, I gave up. Several times I have spoken to someone but received nothing but double talk. When I tried to cancel they said they would charge me for canceling early and if I did not pay, they would report it to the credit bureau. It is a case of their forcing me to complete a 2 year commitment and making no real attempt to solve a customers problem. So far, I have convinced 6 family, friends, and neighbors not to go with Direct TV.

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Tom
, US
Aug 05, 2009 6:37 pm EDT

Directtv tryed to cheat me too! And I never got Directtv because my apt was facing the wronge way. But they charged my credit card anyways the activation fees and a deposit fee and charged me for a months service. Again I never got there service because the guy who came out to my apt. said My bld. was facing the wronge way and there was no signal. Needless to say when I got my bill and statement from my credit card company I was Pist! I got my money back but not soon enuf. It should of never happend in the first place. I wonder how many people don't look at there statement and just pay there bill. I really don't think Directtv would of gave it back unless cought.

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Paparazi
, US
Jan 06, 2010 3:21 pm EST

Have you set up to watch a football game and the pregame show is getting ready to come on and up on the screen you are asked if you would like to watch the pregame show it will cost $44.99 and you say to yourself wait a minute I have Sunday ticket. THat's when you have to get on the phone and wait and explain that you pay for sunday ticket why can't you watch the pregame. The operator tells you they no longer offer the pregame show with the Sunday ticket. Wrong he resets the account and then we have it. Now this week we can't watch the game in HD even though we pay $9.99/month for HD and the cost of Sunday ticket that isn't enought apparantly we need to spend more probably superfan. Enough is enough.

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kb2vzj
Stigler, US
Dec 30, 2010 4:57 am EST

DTV SCAM. Check your credit card and bank statements. Direct TV is doing multiple charges on cards and when you call the number referencing the charge, the electronic voice tries to have you say yes to service. I have never had DTV and Never will.

Direct TV Stole $435.22 from us even though we have never used them nor ever will

Direct TV - If you have been ripped off please submit a internet complaint to your states Attorney General's Office. Just do a google search. I filed my complaint and it took about 15 minutes. They will look into it and if many people complain then we should all get money via a class action suit. Good luck

DTV Scam - If you have been ripped off by Direct TV, Please goto the Direct TV Facebook Page and click report page on the bottom left as spam. If enough people do this, maybe Facebook will remove their ad page and a few less people will be ripped off.

Also go here: http://www.complaintsboard.com

And file a complaint: It will show up on Facebook so everyone can see.

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KarateBubba
Kenner, US
Mar 02, 2011 5:03 pm EST

Called Direct TV technical services and was told, after going through an endless set of instructions and steps, that the problem with my DVR (it would turn itself off and could only be reset by disconnecting and then reconnecting the power source) could be alleviated with a service call during which a technician would realign my dish. The problem was the dish!

The technician came out, I directed him to the dish, and he asked to go inside to check out the problem.
The technician discovered, as I suspected, that the DVR that I was "leasing" was broken and needed replaced. It should be noted that that's what I complained about to the online techie ("it turned itself off three times and I had to unplug it to reset it)!

Here's the scam: 1. I was never told that there would be a charge. 2. The issue diagnosed by the online techie was incorrect at the very least, and bogus as the scam unfolded. 3. I was never offered a "do it yourself" option, " which would have cost me nothing other than my time (I still wait time for the visiting technician, so...?)) 3. The technician who came to the house NEVER mentioned a charge for any service and/or replacement cost. 4. The charge was automatic.

I was automatically billed to my AMEX card and promptly called them to dispute the charge. I did call Direct TV and they believe it to be a "legitimate" charge. It is not, based on my specific situation.

Can't wait for my contract to be over in October. I count the days!
BTW: quality is terrible. It has never been better than cable. I made a terrible mistake signing up with Direct TV. I do not recommend it to anyone, and in survey, give it a 0 out of 10 in almost every aspect of the company. I hope to have another opportunity to evaluated them!

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Shirl Dent
Bluefield, US
Jan 05, 2011 5:02 pm EST

Worst business practices I have seen in free America. I think we need to be notifying the Attorney General of the state they are headquartered in.

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dtv lawsuit
Santa Ana, US
Sep 29, 2009 12:41 pm EDT

CLASS ACTION LAWSUIT! I have free legal service and I'm on my way to his office. Where's the F.C.C. when you need them. The band of theives known as direct TV need to be stopped but how? They took $1249.11 Illegally from my checking account for an account I don't have, and got away with it! Oh yeah i changed banks too little too late. CLASS ACTION LAWSUIT!

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mouser
Huntington, US
Jul 18, 2009 4:58 pm EDT

when you gave them your new card did you also authorize for the rep to go ahead and take a payment as well...if so that is what the $5 fee is for and it is a valid fee.

ComplaintsBoard
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9:30 am EST

DirecTV unauthorized use of my debit card and identify theft

I am going to share correspondence I have sent to the California State Attorney General and to the BBB.
I have filed a previous complaint against Direct TV, Inc and the complaint No. was [protected]. This was for fraud and deceptive business practices. Please see the enclosed copy of my email listed below.

I want to either reopen this complaint or start a new one for unauthorized use of my debit card and for identify theft. On October 28, 2008, I had verbally withdrew my authorization for them to charge my card twice after having to make SEVERAL calls to get the service cancelled (cancelation No. .R21404016721503 on October 29, 2008). I then followed up with a written statement withdrawing my authorization to use my card on that same date. I told them to bill me via paper. I returned their equipment to them via FedX. I had only had their service about 10 days. (BTW - I was quoted on several occasions a "special" price of #34.95 a month for 12 months and didn't even have their service a full month - this turned out to be yet another lie and deceptive business practice).

On November 14, 2008, I checked my card statement and found that Direct TV had stolen $436.25 off my card. They may have also stolen my identity! I wrote them immediately wanting to get a detailed explanation of why they stole this money. I have yet to receive any kind of a response. I want my $436.25 refunded immediately. This is grand theft, unauthorized use of my debit card and identify theft and my intentions are to contact an attorney and pursue this unless this UNAUTHORIZED withdrawal of MY monies are returned to me immediately.

If you need to contact me, my contact information is listed below. Here is Direct TV's address and phone number.

Direct TV, Inc.
2230 East Imperial Highway
El Segundo, CA 90245
[protected]

===========================================================================================

I live in Gainesville, Florida. I wanted to switch my TV service due to cost savings. I had called Direct TV on THREE separate occasions to find out about their services and to be certain that I would still be able to get my local area channels. Each time I spoke with their representative, I was assured that yes, I would get my local channels with their services. Even the literature I received from them in the mail said I would get my local channels. So I called and made arrangements for them to come to my home and install their service.

They came this morning disconnected my old TV services and installed their services and after about an hour my husband called me and asked if I could find out what channels have our local channels. I called Direct and after being on hold for a good 15 minutes, I finally got a real human. I explained why I was calling and then I was told, AFTER THEY GOT MY BUSINESS AND SWITCHED OUR SERVICES, that we would NOT get local channels. I spoke with one of their managers and I asked why I was out and out lied to about what services they provide and why I received fraudulent information in the mail. No one would or could explained to my why I was out and out lied to. I became upset and demanded they come back out to my home and reinstall my old service which they had disconnected. They would not do that. I'm really upset and angry with these liars and I want to file a formal complaint, but I don't know how to do this since I live in Florida.

Any help you can give me to resolve this issue will be more than greatly appreciated and if you need any information from me, just let me know.

This entire situation reeks of fraudulent business practices to me and this needs to be addressed.

Again, if there is any more information that you need, please do not hesitate to contact me. Thank you so very much for any help or assistance you can provide.

Read full review of DirecTV and 11 comments
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Edith 310
, US
Apr 19, 2011 6:46 pm EDT

DIRECT TV has also been responsible for debiting my bank account for over a year for someone elses service totalling 1600uUSD. When calling to request the refund, they only have a receving FAX and no contact information whatsoever to speak to a live person. I called them approximately 25 times in 3 days at different times and the same robotic response "Mam, I am sorry to hear that, we will investigate and send you a written resposne within 10 business days" It has been over 7 months, no response.
Lesson learned... Do not trust Direct TV with your bank information.

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favorite 1
Peoria, US
Apr 04, 2011 9:42 pm EDT

They are full of it. Can you believe this. Seven years later.

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favorite 1
Peoria, US
Apr 04, 2011 9:38 pm EDT

I do not have direct tv. I canceled in january 2011 . I got a bill for $54.95 for a De La HOYA / Hopkins fight for 2004 . Why did it take 7 years to get it.And why wasn't the rest of the bill connected.I hear it's gone to collections. You ruin my credit and I will have to sue you.I will have to report you to the credit bureau and the attorney generals office. MOLLY LEYVA

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inny716
, US
Sep 13, 2010 3:17 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I completed my contract with Direct TV and was canceling my account. When I canceled I verified my terms were up and that there were no further charges with the return of the equipment. The following month Direct TV took $350 from my bank account stating it was early termination of my contract. I argued with them for 4 hours that my contract was for only 12 months. This was at the same time Direct TV was changing there contracts for people that wanted DVR's. This is when I realized not only did they charge me a early termination fee but also charged to a credit card they didn't have authorization too. I made a one time payment with my HSBC card and that's the one they charged. They said that was the card listed on my contract for early termination. That was a lie because I didn't have an HSBC account when I had Direct TV installed. I filed with HSBC and they stopped payment.

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CStaley
Castro Valley, US
Sep 13, 2010 3:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We are experiencing the same problems with DirecTV. See our letter attached below, which was also fwded to their customer service center.

From: Coral

Date: Monday, September 13, 2010, 11:32 AM

Please see the attached letter which will be sent today by certified mail:

September 13, 2010

To: Direct TV Inc.

We are being “fined” $350.00 + taxes by your company for late return of equipment, i.e. two receivers. The notice indicating we would be fined for late return was included inside the box for returning the receivers. No other notice was given of this fine. As we just opened this box on 9/11/10 and were only then made aware of this “fine, ” we consider this insufficient notice as well as constituting unethical business practices.

I had originally called to ask to return the receivers, as we were no longer using them, over 3 months ago. At that time I was told we would be sent 2 boxes in which to return the receivers and that these boxes would be sent within 7-10 business days. We did not receive the boxes until 2 months later, at which time we were preoccupied with the birth of our child. Since we had initiated the return of this equipment, we believed the return was at our convenience. The only notice of this fine was on an instruction pamphlet located inside one of the boxes. This notice was not given to us over the phone when we originally called to request the return of the equipment, nor was it sent to us in the form of a letter or via phone call. This practice is deceptive and fraudulent, essentially theft, as we pay by automatic debit from our account and this charge is not authorized.

Either remove all charges related to this issue from our account ($175 +17.50 for each receiver, $400 in total) by 9/18/10 (the date our account will be charged) or we will seek restitution in court, including an additional amount of $2000 for punitive damages. Complaints will also be filed with the BBB, the FTC as well as the State of California. A refund after this date is not adequate, as we will have subsequently incurred insufficient fund fees from our banking institution related to your unauthorized withdrawal, as well as other hardships of which you will be held responsible in court.

Both receivers were mailed back to your company today, 9/13/10.

Cc: President/CEO

Direct TV Inc.

P.O. Box 6550

Greenwood Village, CO [protected]

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BMArt
Tolar, US
Jan 07, 2010 2:11 am EST

Direct TV stole $360.50 from my credit card and the Direct TV account belongs to my mother. I paid it a few times for her. She dropped her service and sent back the receivers and then they charged my debit card for it. the funny thing is that her service was cut off after she had not paid $87.00 another $90 for the receivers. where did they get the $360 from? Trumped up charges and charging the wrong person. On top of that, the debit card was an old one, number and all, and the stupid bank still accepted it.
Talk about crooks. Direct TV is a prime example.

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j. Nava
Garland, US
Aug 27, 2009 11:33 pm EDT

Note : I asked the Directv customer service for the top management address and this was the address given to me, which is different from the adress I saw on this site.. which is correct? hmmm The complaints I read is similar with my frustrations righ now.

August 27, 2009

The President/CEO
Direct TV Inc.
P.O. Box 6550
Greenwood Village, CO [protected]

Dear Sir,

I feel I have to write you directly to let you know the frustration I am experiencing
with your customer service department. I used to be a Time Warner subscriber. I switched to Direct TV when my 92 year old mother decided to come to spend a month
with me next month ( September) in Dallas, Texas . Since Direct TV is the only cable which carries the TFC Filipino channel, I decided to do it so she can continue watching her favorite channel at TFC.

My cable was installed last July and these were my frustrations:
The quote I was given was not the plan promised to me. I was offered preferred CHOICE and I found out later that it is different from CHOICE which has all the channels that I checked from your website. Preferred CHOICE when offered to me gave me the impression that it was the same as CHOICE only called preferred because it comes with the TFC channels. The next day I realized that I was missing Fox News cable, my favorite.

When I called customer service and complained about the misleading term CHOICE.. they blamed me and told me that I should know what I was signing for . I ended up increasing my monthly bill to $20.00 more. I wish I have known that and I would have used my discount flyer from the mail. I also have used my friend as a referral but the credit was also not reflecting on my bill..What happened to the referral credit of $100 ($10. every month)? Did they fail to process it too?

I sent so many complaints to customer service, but I did not get anywhere. Please see attached copies of my complaints.

The worst part happened today after I checked by bill on the website and found out that my bill for September went up again to $142.85. I questioned customer service and after talking to 3 people, I finally learned that since my plan was changed from preferred CHOICE to even a higher CHOICE plan, DIRECTV discontinued the 3 months free HBO/Showtime being offered to new customers that is why I am being charged now an additional $36.00 plus tax. Does that make sense? It was your mistake to give me all this misleading information when I first subscribed and now I ended up with higher monthly payment and losing the 3 months free offer of HBO/showtime.

Your customer service people will just say anything to you when you complained just to get rid of you on the phone. That is why I ended up talking to three people today because their excuses did not make sense. One said you are paying more because the $36.00 discount happened to not been included in this billing cycle. How is that ? I told him I am paying my bill for this month, why will that not reflect the $36.00 free discount? The customer service responded to me” Just deduct the amount and it should reflect next time’. It did not make sense… so I called again… this third one told me that I no longer qualify for the discount that is why I am being billed.

Very frustrating. I did the cable change for my 92 year old mother and I never thought that my experience with your company is unbelievable…
Since talking to customer service is like talking to someone who does not really care about you… sending email is not any better as shown on the copies I attached. Thank you for your time reading my letter.. and I hope you can correct the mistakes done to me .

Sincerely,

Josefa ( Josie) Nava
1309 Wedgecrest Lane
Garland, Texas 75040
Tel: [protected]/ [protected]
Email: luckynavamom@gmail.com

Cc: marketing dept

Customer Service

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Joan Carroll
Dayton, US
Jun 18, 2009 9:16 am EDT

Hello, I am in Dayton Ohio. I too wanted to choose a different cable company to possibly save money because at the time I had basic cable through another company. I allowed a friend to refer me to Direct TV where she was given a $50 finders fee. I spoke with a representative who sent someone out to install the service. It wasn't a week before I have to call them back because I was getting a code number and unable to get local service. When a service person came out he stated the tree out front is blocking the signal and I would not be able to get local service on a regular basis. ? I called and got the run around like you have described to the point I was furious. I spoke with a "Supervisor” who told me to go out and buy an antenna and my account would be credited for having to make this purchase in the amount of $50.00. Never happened. I got my first bill and I was charged $80+ for the service guy to come out this charge is form another company that does work for Direct TV. I paid the bill. I then asked that my contract not be renewed after the 18month period. I asked to be notified before I went in to another year with them seeing that I won’t get local channels. In the winter I had fewer problems but problems just the same. What I was told is for me not to be charged $80+ service fee I would need to pay $5 a month. along with regular bill. Long story short, I was renewed without any notification, I still cant get local channels, I have had over six service men out to my property who asking me why was the disk pleased in that location on my roof. Then to find out I have so many trees around my house there is no other place on my property to put it where a clear signal can be reached. This has been a nightmare.
Now, to my present problem. I asked if the service men’s would document my account each time to support this is not my fault. I asked if I would be charged an early cancellation few when I was speaking with another Manager/Supervisor because at this time I had no service with constant codes on my screen stating the guide hasn't been updated in 8 hours, 12 hours, 26 hours I don’t know what that means but if one more person would have asked me to unscrew the lines one more time I would have screamed so I didn't report it anymore. I was focusing on how to get out with my dignity. I couldn't. Monday June 15th 2009 I wanted to take my son out for dinner after volleyball practice only to find my account unbelievably in the NEGATIVE $564.69 had been withdrew from my account. I am in the process of waiting eight days to be refunded the monies taken without my permission. Can they do that? Just take money out of your account? It doesn't seem right.
jcarr422@aol.com please contact me. A lawsuit should be bought against Direct TV

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McDonald
Redondo Beach, US
Mar 12, 2009 3:13 pm EDT

We we have been going through the same nightmare! Bought a pre-paid card and our own converter for our RV. With the card we were covered for 3 months, no payment. Direct t.v. never added the pre-paid card to the account, AND they are billing us for the converter as a rental! Even sent us a box demanding we return it! After two months, we notice that they got ahold of Best Buy, retrieved our credit card and ran it for $820.00!
These people are CRAZY! Why are they able to do their customers this way? I am filing a complaint with the FTC and the State of California.

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Jaenae
Carlsbad, US
Feb 11, 2009 10:17 am EST

I have just had a similar experience with Direct TV. I went to pay my bills, and found that they had taken my entire checking account in the amount of $552.00, left me with nothing. I called them to see what happened they said that they took it for the equipment,
that I had sent back. in fact they only sent me one box, and I had called 3 days prior to them taking my money and asking for another box.
Speaking with them, they said nothing they could do, no supervisor available, no one to help me. I told them they had no authorization to touch my bank account and use my debit card. During the time I had service with them, I was constantly having them reverse charges that were not mine.
they have left me and my 8 yr old daughter with no food money, utilities ect. and they don't care.

I need to know who I contact regarding this. This is illegal. If I were to go into someone bank account without authoization it would be fraud.
Jaenae
jjael1@aol.com

DirecTV In-depth Review

Pricing and Packages: DirecTV offers a range of pricing options and packages to suit different budgets and preferences. Their pricing structure is transparent, with clear information on the costs associated with each package. Customers can choose from various package options, including basic, mid-tier, and premium packages, each offering different channels and features. The value for money offered by DirecTV's pricing is generally considered to be good, with competitive prices compared to other providers in the market.

Channel Selection: DirecTV provides a comprehensive list of channels, catering to a wide range of interests and preferences. Their channel lineup includes a diverse selection of entertainment, news, sports, and lifestyle channels. Additionally, DirecTV offers premium channels and sports packages, allowing customers to access exclusive content and live sporting events. The variety and diversity of channels offered by DirecTV are highly regarded by customers.

Equipment and Installation: DirecTV's equipment is known for its quality and reliability. Customers have reported positive experiences with the performance of DirecTV's receivers and remotes. The installation process is generally smooth and efficient, with professional technicians handling the setup. DirecTV also provides customer support throughout the installation process, ensuring any issues or questions are addressed promptly. While there may be additional fees or charges related to equipment and installation, they are clearly communicated to customers upfront.

Customer Service: DirecTV's customer service is responsive and effective, with representatives available to assist customers with their inquiries and concerns. Customers have access to various support channels, including phone, email, and online chat. The helpfulness of customer support agents is generally praised by customers. Based on feedback and reviews, customer satisfaction levels with DirecTV's customer service are generally high.

Reliability and Signal Strength: DirecTV's signal is known for its reliability and consistency. Customers have reported minimal disruptions or outages in their service. The signal strength may vary slightly depending on the location and weather conditions, but overall, DirecTV provides a strong and stable signal. Any reported issues or outages are promptly addressed by DirecTV's technical support team.

On-Demand and Streaming Options: DirecTV offers an extensive on-demand library and streaming capabilities. Customers have access to a wide range of movies, TV shows, and other on-demand content. The user interface is user-friendly, making it easy to navigate and access on-demand content. While DirecTV's on-demand library may not be as extensive as some other streaming services, it still offers a satisfactory selection of content. The quality of streaming is generally good, with minimal buffering or playback issues.

Contract Terms and Cancellation Policy: DirecTV's contract terms include a specified length, typically ranging from 12 to 24 months. Early termination fees may apply if customers cancel their contract before the agreed-upon period. The cancellation policy is transparent, with clear information on any associated charges. While some customers may find the contract terms restrictive, others appreciate the stability and benefits offered by longer-term contracts. Overall, DirecTV's contract terms are considered fair and flexible.

Overall User Experience: The overall user experience with DirecTV's services is generally positive. Customers appreciate the wide range of channels and packages available, as well as the reliability of the signal. The quality of customer service and support is highly regarded, with prompt and helpful assistance provided. While there may be some limitations in terms of on-demand content and contract terms, DirecTV is still considered a reputable and reliable service provider in the industry.

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