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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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3:04 pm EDT

DirecTV deceptive practices

I am so glad I visited this site.

The statement below describes what I went through with DirecTV. Others have been through worse, but I figure I may as well chime in. Hopefully one day there will be a class action lawsuit.

*****

Before I first installed DirecTV service about a year ago at my former place of residence in XXX X ST NW, Washington DC 20002, I had a conversation with a sales rep: it appeared DirecTV wanted me to commit for two years. I knew I would be moving after one year and said I'd prefer to go with another satellite/cable provider if I was required to commit for longer than that. The sales rep assured me that I could go ahead and cancel service after one year, and "everyone did it" and assured me that I would not be charged early cancellation fees. Based on his response, I went ahead and subscribed.

Before I called to cancel DirecTV service at the end of May, I had a conversation with one of their customer service reps about how to return the satellite receiver. I asked him at that point what the procedures were for closing my account and whether there were any fees involved. He explained the process and assured me there were no fees.

On 06/04/07, I called DirecTV and asked them to cancel my service. As this point I was informed of a $125 early termination fee. I was shocked. I was told that since DirecTV had provided the equipment and installation for free, since they sent me a “refund form” for $100, I was subject to a two-year contract with DirecTV. I'd never received a refund form. The representative said that DirecTV's records indicated that they mailed it to me and it was my fault for not completing the form and mailing it to the rebate department. I said this was unfair since I am always careful and complete these forms and keep records. They acknowledged that I'd never cashed in the rebate check. I asked them if they could send me the rebate form today and I'd submit it. They said the rebate center had closed.

After several unsuccessful calls to DirecTV (where I got nowhere and/or was placed on hold for thirty or so minutes at a time), on 06/07/07, I finally spoke with a Resolution Specialist named Ryan. He apologized for any inconvenience and then told me that the $125 early termination fee had nothing to do with whether or not I received the refund. Just the fact that I had leased an "advanced" system (Direct TV with Digital Video Recorder) was enough to trigger the two-year requirement. I asked why the previous service representative had focused so much on the refund issue; Ryan apologized and said he might have been confused. Ryan said he would request an investigation by the billing department, as to the possibility of waiving the fee, and someone would call me in the next several days with the results.

On 06/11/07, I checked my credit card balance online, and noticed that DirecTV had charged my credit card $129.05. I spoke with a customer service representative named Dorris. She confirmed that the fee was for early termination. I asked why DirecTV had charged my card without authorization, especially since an investigation was pending. Dorris placed me on hold several times for a total of thirty minutes trying to answer my questions. Finally she gave me another number (I had dialed [protected], the number noted by my credit card charge, to reach her) [protected] and explained that I could reach the billing department through that number as she wasn’t authorized to handle fees in excess of $100. I dialed the number and got the same DirecTV answering system. Dorris clearly had wanted me off the phone so she wouldn’t have to deal with me.

I next spoke with a Resolution Specialist named Lauren. She said DirecTV early termination fees were never waived. When I asked why Resolution Specialist Ryan had told me on 06/07/07 that they are sometimes waived, she replied that they were rarely waived, and only when it was impossible for a customer to receive service because of a lack of satellite signal. I asked why their customer service and sales reps were stating early termination fees would not be charged. She apologized if that happened, but there was no record of such a conversation. I asked how DirecTV could charge my credit card without my permission and she replied that the billing department had determined that it was a valid fee. I replied that they could have sent me a bill for the fee (which was in dispute), but they could not charge my card as I had never authorized automatic charges to my card or my bank account. She replied that DirecTV had sent me a letter, which she acknowledged was sent the same day my credit card had been charged.

When it was clear that she could not assist me further, I asked to speak with her supervisor. I was speaking with a manager named Paul when the telephone was cut off.

Several hours later, I called DirecTV back and insisted on speaking with a supervisor. Clark, who identified himself as “Program Manager at the Billing Department” with ID No. 46284, first apologized. He explained that DirecTV had send a customer agreement in April which stated that DirecTV was authorized to automatically bill a customer’s credit card on file once the customer terminated service. I asked why my card was charged when an investigation was pending and repeated that Ryan, the Resolution Specialist, had assured me someone would be in touch before any action would be taken.

Clark said there was nothing he could do. I asked to speak with his supervisor. He said he was in charge of the billing department, the supervisor in charge. I confirmed he would not transfer me to his superiors. I told Clark that since he was the supervisor in charge, I’d like to describe to him all I’d been through with DirecTV. The phone disconnected.

I dialed DirecTV to find out what was going on. Before the voice prompts were over, I was disconnected again. I dialed the additional DirecTV number Dorris the customer service rep had provided me. This time I got past the voice prompts and the customer service rep answered. As soon as I provided her with my telephone number (that’s how DirecTV looks up accounts), I was again disconnected. Clearly my telephone calls are being blocked.

I never raised my voice, never cursed or swore. I only mentioned that I was considering filing a complaint with the better business bureau and other organizations. I did emphasize that DirecTV provided poor quality customer service, operated in an immoral and an underhanded manner, and their practices seemed unethical.

In the meantime, I never received a satisfactory answer as to why DirecTV charged my card for a fee that was still under dispute. I also cannot reach them to find out how much I owe for the last month for satellite service. The bill online reflects the amount for the whole month and I only had DirecTV operational until 06/04/07.

*****

What happened next? Well I ended up paying the fee. Just decided it wasn't worth the time or the effort anymore. Here's my letter to DirecTv:

Customer Service
DIRECTV, Inc.
P.O. Box 6550
Greenwood Village, CO [protected]

July 13, 2007

Dear Sir or Madam:

Today (June 13, 2007) I have electronically submitted a payment for $129.05 to cover an early termination fee.

I still believe the fee was unfairly charged and DirecTV representatives behaved in an unethical manner from the beginning of my service period to the very end. I, however, no longer have the time to pursue this matter and do not want to risk lowering my excellent credit rating.

Enclosed are my notes regarding this dispute. Please be advised that I have informed the Better Business Bureau and DC Consumer and Regulatory Affairs. I was informed that DC Consumer and Regulatory Affairs has forwarded my complaint to the Federal Communications Commission.

I hope DirecTV will provide better service to future customers.

Sincerely,

Nadia XXXXX.

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DTV-Kevin
Ellicott City, US
Dec 09, 2009 8:35 pm EST

I was a DirecTV customer for 8 years and spent over $5K on service. When DirecTV decided to sever ties with Tivo, my box began to work improperly because they no longer did software updates and could not work with Tivo anymore. They sent me a new box and did not mention an additional 2 year committment. All of my prior bills clearly indicated when a new committment period was instituted. Interestingly enough, my bill did not have such a stipulation added to it at the time I switched my Tivo out for the Hughes DVR. Despites sending them copies of the bills showing prior committments and then the bill after I received new equipement that didn't show such informaiton, they still said I was under committment due to their user agreement which is online, can be changed at any time without me knowing. Given that I was a long term customer, they gave me that equipment free of charge. When I had to cancel they followed the playbook to extort more money out of me. I continue to protest this as they have not yet supplied me with an adequate response. I will continue to seek that. If I don't get my satisfaction, I will send a letter to the President of the Company if needed. I will blog, twitter, facebook, etc... until I am certain that I have caused several people to not do DirecTV. I probably got 10 people to sign up for DirecTV and to upgrade to Tivo, I am certain I can cause 10 people to quit. Is it really worth the $160 they THINK that I owe them? Despite never wanting to leave DirecTV, I found that I am quite impressed with Verizon FIOS. They have some cutting edge features that DirecTV can't offer.. such as one Tivo playing to multiple TV's, a Library of free on-demand shows. S oon, they will have NFL ticket too.

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Big Business Owner
,
Oct 07, 2008 8:47 pm EDT

Here is the link if you for some reason could not find it.
http://www.directv.com/DTVAPP/global/contentPage.jsp?assetId=P400042

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Big Business Owner
,
Oct 07, 2008 8:45 pm EDT

So, when you subscribe to a cellular provider and decide to cancel that account a year later while under an 18 or 24 month service agreement, will you be publishing another complaint about poor and unethical business practices? One key point to keep in mind is WHY businesses such as this have service agreements. Did you consider the cost Directv supported by sending your $35/hour installer (free to you) to your home to have the equipment (also free) installed? Consider this, a free phone your cellular provider gave you in exchange for a commitment or service. It’s understood that you are upset over this ordeal, perhaps though you may want to consider in the future why the company you are dealing with is asking you to commit to whatever it is they are selling you. Although things such as this will always happen to people so unwilling to make and understanding, there is however an easy solution. Turn off the TV... Do something more constructive in your life than trying to bash large business. Directv has lawyers... Many of them, all who have found it legal to charge your card when disconnecting the account. While typing this I was able to look on the website the customer agreement that is viewable to ALL Directv customers (It's illegal if not readily available). Perhaps you should actually read these with any company you decide to do business with in the future.

Regards,
Big Business Owner

ComplaintsBoard
B
3:56 pm EDT

DirecTV won't refund money

Canceled service. Took forever to send me returns for boxes. Charged my card for the boxes. Once I sent boxes and they received, they said I would get a check in 6-8 weeks. Didn't take that long for them to charge me for the boxes. Still holding my money. Tells me to rest assured I would get it. This is no chump change. They still have yet to send my money. This is crazy!

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amber
,
Jul 23, 2008 11:26 am EDT

I cannot agree with you more! I have had such an awful experience with direct Tv especially with their customer service. They first argue with you forever that they cannot transfer you to their managers then their managers say they do not have numbers to refund department and any other department. I canelled my tv with them and paid the cancellation charge then they charged my credit card after me specifically telling them not to do so, and to make matters worse overcharged it and then when they refunded me my money they didn't give me enough and told me a new charge they made up to why I didn't recieve all of my money! My entire time with directv I have had nothing but problems with my billing! I also never recieved the reewards they promised and the same thing happened in customer services as this one! I wish someone would sue them and they would go out of business! I was looking online and Directv has a lot of complaints against them, I wonder how they havent gotten sued yet?!

ComplaintsBoard
M
1:04 pm EDT

DirecTV scam billing

I recently tried to cancel my DTV service and turns out, when I upgraded to HD in February of this year and no one told me that I was signing on for an 18 month contract. I was told I would have to pay a $380 cancellation fee and there was nothing I could do about it. No one verbalized it nor was it in any paperwork the day the service person came. So how did I agree to this? So I called then countless times and spoke to "customer service reps" who do nothing but tow the company line and know nothing. I then wrote a letter asking them to wave the ridiculous and unethical cancellation fee and for someone with some authority to please get back to me. SO i get a message on my voice mail letting me know that they will be canceling my service today and charging me the $380 fee. it's like no one really read the letter! These people are thieves and it is so incredibly frustrating - what can we do about it?

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problem dir. tv
Santa Fe, US
Nov 06, 2014 12:23 am EST

dir.tv charged 355.00 to my bank, then a week later I was given a credit of 212.00, for what I do not know, nor why, this has happened twice, and once to my moms account. whats up ?

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problem dir. tv
Santa Fe, US
Nov 06, 2014 12:18 am EST

two times now dir.tv has charged my banking acct. 355.00, then in approx. a week later they make a pos. credit back to my bank for 212.00, they did this on my mothers acct in the same fashion, what gives, I have asked them and of course, they are surprised and will check it out, right ! anyone have this experience ? please reply

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Jim ORourke
,
Oct 11, 2008 6:39 am EDT

I have had similar experience with Direct TV. I replaced a digital decoder box with an HD one which I was told by Direct TV to purchase at Best Buy and install on my own. When I called to have it activated, the CS rep did not say " Are you aware that by activating this decoder box, you will automatically be committed to 2 more years of service?" She was very friendly and got me up and running. I even asked if there would be additional charges as I already have another HD box and pay the extra HD monthly service. She said, "No, you're all set."
When Charter came to the neigborhood 3 months later and provided fast internet service (which I didn't have), I decided to bundle my service with them to include TV. I'd been a Direct TV customer for 6 years, but it didn't matter. They want their decoder boxes back, even the one I bought for $100, and they are charging me $480 early cancellation fee...said they would automatically charge my credit card, even though I told them they did not have my permission to do so, they said they would and could do it anyway. I talked to 3 different people and have mailed the obligatory letter to Direct TV Billing Dispute. Haven't hard back yet. If they press this issue, I will contact the State Attorney General's office. I have to think that I'm not the only person in Minnesota that has had this experience. This constitutes very deceptive business practices designed to trap customers into ridiculous fees if they try to cancel.

ComplaintsBoard
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10:48 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DirecTV will automatically renew your contract without your permission

To anyone considering using Direct TV as their cable company...I would NOT recommend Direct TV in any way, shape or form. There is not enough space to list our complaints. Mainly, they renewed our contract when we had to get a new box (because theirs broke) without us signing anything or agreeing to anything. They then charged us a cancellation fee when we cancelled after our original contract was up. We wrote letters, followed all of their procedures, and they said too bad. Customer service reps were rude every time we called. Very sneaky company with crappy service. Horrible, horrible, horrible...

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Class Action Lawyer
Washington, US
Oct 16, 2008 3:25 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am a lawyer who represents
consumers in class action litigation,
and I am investigating potential claims
against DirecTV concerning its
cancellation fees.
Please call or email me at your
convenience if you are interested in
discussing the matter.
Matt Miller
mmiller@cuneolaw.com
[protected]

ComplaintsBoard
J
8:07 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DirecTV cancellation fee scam and credit card charges

I want to share an important lesson I learned from my bad experience with Direct tv. First off, I have the same story as others: my Directv box quit working, my screen told me to call Directv, a lady on the phone sent someone out to fix the box, all was good until I went to cancel and they charged me an early cancellation fee because they said I had renewed my contact when they replaced my box. Of course this was the first time I had heard of this. HERE IS IMPORTANT LESSON> If you have ever given Directv or any company a credit card number, they can and will charge anything they want to that card at anytime and you can NOT stop them. beware-This is true of your credit cards too. I told Directv they were no longer allowed to charge my card. I told them I am not authorizing them to charge my credit card ever. They said they are going to charge the credit card on file and I can not stop them. I called Visa and said don't let directv do this. Visa said, we can NOT stop them. Visa told me the only way to stop them is to cancel the card. Remember this story when any company asks you for a credit card. Once that company has that card on file, they can charge you anytime. This information was told to me by a Visa representative. The rest of my Directv story is... I disputed the charges. Visa proved that directv had no proof of an oral agreement or otherwise and the charge was credited back to my account. Three weeks later, Directv again charged my Visa a $200 cancellation fee, and I am again having to disputed the charges because I still have no way of stopping directv from charging my Visa. Please if you don't believe me, research this for yourself, because it is true. Anytime you have ever given any company a credit card and they have it "on file" in most cases there is no way of ever getting that card "off file". A Directv representative told me that due to an agreement I have with them, they must always have a credit card on file so they will not remove my credit card that is currently on file, and furthermore if I cancel my business relationship with Directv, (which I told them I have)they will not remove my Visa information from their files ever and they keep those files indefinitely.

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R A999
, US
Jan 23, 2019 3:15 pm EST

Directv got me with the cancellation scam. I cancelled a few days after my billing cycle and disconnected my equipment. They charged me another whole month (next billing cycle) for no service.

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Richard Smith
,
Jul 16, 2008 7:43 pm EDT

that fellow should check his credit report i went thru the same thing he did but i used my check card visa and red canoe wrote them a letter and within 10 days they where gone off my report i signed up agian this time they ding me for the free hbo for three months they told me they would call and ask if i want to renew it of course they did not cost me 45, 00 lesson learned i was told they changed but ther custemer service stinks still never ever had any problems with dish ever they are a little more exspensive but they are worth it when my contract is up i will go back.

ComplaintsBoard
R
6:37 pm EDT

DirecTV overcharge and rude service

Moved Tv Phone line not re placed discovered problem after two months. I got a bill for $120. dollars of movies I was not able to watch. Talked to two customer service reps and three supervisors after about 4 hours of being on hold one hang up from second supervisor and acknowledgment that I was being charged and telling me it was my fault because I had ordered movies even though they were not sent. As a customer for 14 years I was able get get partial credit of$100. dollars. The customer service for loyal customers is no better than the reviews show for new customers. I just up graded and I am stuck for two more years. but the current system with all tv services is a scam to get you. There is no appreciation of the value of loyal customers.

Also beware on installation They tried to charge me $180. dollars for cable that was to be free and brought a regular box instead of HD for second room. I refused to let them start till all extras were agreed to and box was changed. The final cost was $60. to drop double line from addict, Fair price I agreed even though the sales man told me it would be free.

Again I am a 14 year customer treated like a step child. Ask questions do not let them do anything till you get all questions answered.

Bait and switch is there goal, if you let it happen.

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DJ Sister Yasmin
Gualala, US
Feb 24, 2009 6:47 pm EST

PS more from me. Definitely, they "reward loyal customers" by screwing you more! I asked them why they don't "reward loyal, longtime customers?" but there was no answer. their deal is raising the rates as much as possible, and NOT TELLING THE CUSTOMER THEY ARE DOING IT! You (my Mom) gets her bills and then find out they have raised their prices. These people are corrupt. And, if we switch to Dish Network, they are going to charge us a Disconnect Fee also? damn. what to do? Also, I have no problem with people in the Phillipines. they are fine. but, when I call my Customer Service Rep, why can't they be in MY COUNTRY? is this too much to ask? I guess so.

ComplaintsBoard
R
4:59 pm EDT

DirecTV scam and fraud

When buying a new upgrade receiver from one of directv dealers don't do it. They are a joke, they charge you $199.00 for a receiver that you will never own, plus a lease fee of five dollar. The stores never tell you this when you call directv to activate they add programing that you don't want customer service is a total joke. I told directv that i bought a new receiver the guy made a joke about it he said they never sell there receivers so i returned the receiver back to best buy. I went to seven stores in Ohio they don't have any signs posted saying its a leased receiver, i turned this over to the ohio state attorney general, they said that there so many complaints from a public against directv on this matter, there HR21 isn't worth the money?

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CaptainMath
Milfor, US
Nov 29, 2010 1:51 pm EST

To those who allege that others are "stupid" because they don't read what's in writing, I would point out that DirecTV refuses to give anything in writing or even an email with terms of the agreement in advance of your commitment. Of course I refuse to enter such an agreement without terms but the sales rep I spoke with certainly tried very hard to appeal to get me to enter a 2-year contract and add automatic payment without any terms in writing. Instead, he simply said that everything we discussed would be added as notes to my account.

I wonder if Dish has the same kind of practice?

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lee123
Jacksonville, US
Sep 05, 2010 12:37 pm EDT

i been scam too [censor] directv call [protected] for president office [censor] them all [censor] they told me monthly package 24.99 now they charge me around 50 a month double more then they told me and if you want to cancel they will charge you 400 for it and they not event get me espnnews channel [censor] if you like sport don't get directv they are suckkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkk

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Brudy
Lake park, US
May 19, 2010 3:37 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been a direct TV customer for several years. I’ve had 3 receivers for several years 1 HD receiver and 2 regular receivers. My problem with Direct began when a regular receiver stopped working. I was no longer under a contract at that time because I had been a customer for well over 2 years. When I called to get a replacement for the broken receiver (not an upgrade), I was told in order to replace the receiver I would be under a 2 year contract. I felt that was unfair to put a contract for replacement and at the time I had no other choice but to get the replacement as my roommate was using the receiver.

Next: I decided I would upgrade the other regular receiver to HD, it was old and would problem stop working also, and I didn’t want to get stuck again with yet another 2 year agreement. (Are you seeing a scam here?)
SO I called and was told it would be a 4 year commitment if I upgraded, but I could go to best buy and purchase a receiver and I would only have the 2 year agreement from the replacement.
I go to best buy and I purchase a receiver using a credit card, I sign 1 time for the transaction.
I set up everything then call direct to activate my purchased receiver as I was told.
Now I’m told it will be a 2 year contract as it was still a lease receiver.
Now I made a purchase of a receiver and must have a 2 year commitment when Direct would have given me one without charge and a 2 year commitment... (SEEING SCAM AGAIN?)

Now I sold my condo and I’m moving. I have not connected the new HD receiver at this time but I’m still under the 2 year commitment because of the replacement receiver. I question about cancelling because I’m moving and I’m told to cancel it would be 450.00 to cancel the commitment.

I cannot afford to pay 450.00 to cancel the commitment caused by the REPLACEMENT OF BROKEN EQUPIMENT. SO I move direct to my new location and set it up.

The first installer Dwight I think told me he had to run a line to each TV because I had HD and the picture would not be good if you ran a single line so 3 separate lines would need to be run. Dwight also told me it would be a 3 hour job and he would run the lines inside the wall and now all over the out side of my walls. Well the installers show up and when they leave I have a single line running into my condo and a black box sitting on my bedroom floor with 3ft of wire all over the floor the black box is plugged into an outlet in my room and a glowing green light on at all times. (not exactly what I was told right)

Now they set up the new HD receiver for the first time. Now I’m still under the impression I have the 2 year commitment from the replacement receiver Not HD.
I’m now told that I’m under a 4 year commitment. When I call and speak to a manager she tells me I’m only under a 2 year commitment for connecting the new hd receiver no commitment for the replacement receiver.
If I had been given the correct information I would never have connected the HD receiver.
I was tricked into this by incorrect information given reference replacement receiver and I’m now STUCK.
I have been a loyal customer not I feel like I’m trapped and can never get away from this company I have be given so much false information by your company I don’t trust anything I’m told. Please under these circumstances you can understand the frustration.
I do not trust your company I do not wish to do business with your company.
I feel like I have been scammed by your company. I do not wish free anything, no movie channel no free hd for a few months I want away from your company. I cannot trust the information I receive from your company. Why is it only one of your employees has an employee number? I have asked and they only give me first names no id number. It’s much easier to ID someone by and ID number first names only don’t work. Also placing caller on hold for 1 hour when they ask to speak to a manager is also poor customer service. When I called back I spoke with Regina ID NUMBER 414771 She was very helpful and suggested I write you a letter. PLEASE cancel my contract with direct TV I don’t think anyone should be put through this with any company.

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BlackListNow.com
Arlington, US
Dec 17, 2009 10:51 am EST

Just Go to www.BlackListNow.com
fill out a simple form explain what happened.
YOU will be amazed how quickly the BlackListNow.com lawyers and media department will have your concerns resolved.
They do charge $5.00 -- If you want to share in the proceeds of the class action lawsuit.
Or you can make a FREE report and NOT share in the proceeds..

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formerdtvtech
Barboursville, US
Dec 06, 2009 2:30 pm EST

LOL I totally agree with you. First of all to the comment to the guy who STATES he had a Directv receiver with just the NFL package. You're full of BS. I've been with Driectv for over 10 years myself you HAVE ALWAYS HAD TO HAVE A BASE PACKAGE TO RECEIVE ANY KIND OF PROGRAMMING THEY DONT JUST OFFER THE NFL BY ITSELF. And for everyone else when you sign up for an advanced receiver yes you have to pay for a receiver that you will never own..would you LEASE A CAR WITHOUT PAYING SOMETHING DOWN...I THINK NOT. People quit ### because you are ignorant and can't read the customer agreement given to you at the time of installation. Just suck it up and sdmit that you failed to research the service you are getting before you signed up. IDIOTS

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don1975
Encinitas, US
Nov 02, 2009 1:31 pm EST

this one may apply to some of you

Class Action Lawsuit Against DirecTV Regarding "Leased Receiver" Fees Allowed to Proceed

Court denies DirecTV's Motion to Compel Arbitration thereby allowing putative class action that alleges DirecTV improperly assessed "Leased Receiver" fees and collected excessive "taxes" to move forward.

Atlanta, GA (PRWEB) October 31, 2009 -- In an order dated October 28, 2009, United States District Court Judge Charles A. Pannell, Jr. denied a motion by DirecTV to compel arbitration in the case of Jones v. DirecTV, Inc. (Case Number 1:09-CV-1036-CAP). The class action lawsuit claims that DirecTV and The DirecTV Group, which are headquartered in El Segundo, California, have improperly assessed monthly "Leased Receiver" fees upon customers who obtained their receiver from an authorized DirecTV dealer. Judge Pannell also denied DirecTV's motion to stay the case, thereby allowing the plaintiffs to proceed with discovery.

The lawsuit has been pursued on behalf of named plaintiff Andrea Jones, one of DirecTV's over 18 million subscribers. According to the terms of DirecTV's contract with customers such as Ms. Jones, a lease fee in the amount of $4.99 per month is assessed for each DirecTV receiver being used by the customer. According to the contract, however, customers are supposed to receive a $4.99 monthly credit to their account for the first (primary) receiver. Ms. Jones' lawsuit alleges that DirecTV has failed to provide the monthly credit according to the terms of the contract.

In addition, the Complaint alleges that DirecTV also improperly charged its customers sales tax on these improper "Leased Receiver" fees. The suit claims that DirecTV also collects excessive amounts of sales tax on the leasing fees by charging customers for taxes on the credited amount and collecting a greater percentage rate of tax than allowed under state law. The plaintiffs allege that DirecTV is liable for all damages that have resulted from its conduct. Moreover, the Complaint seeks injunctive relief to prevent DirecTV from continuing to assess these improper charges.

DirecTV responded to the lawsuit by moving the Court to compel arbitration in accordance with DirecTV's customer agreement. Had this motion been granted, the case would have been removed from the judicial system and litigated in a forum more favorable to DirecTV. Enforcement of the arbitration provision of the customer agreement also would have prevented the pursuit of the case as a class action on behalf of all of the customers harmed. Judge Pannell found that the class action waiver contained within the customer agreement rendered the arbitration clause substantively unconscionable and therefore unenforceable.

The putative class action lawsuit has been filed by Atlanta attorneys E. Adam Webb and G. Franklin Lemond, Jr. of Webb, Klase & Lemond, LLC. The case is pending in the United States District Court for the Northern District of Georgia. If you wish to discuss this action or have any questions concerning this press release, please contact the firm via e-mail at contact (at) webbllc (dot) com or by calling G. Franklin Lemond, Jr. directly at [protected].

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OhioJacket
, US
Aug 05, 2009 7:10 pm EDT

Not quite as serious as some of these other examples, but I signed up for new service and read the fine print - which said that I had to submit a rebate request prior to the installation in order for it to be active on the first month's bill. I complied, got the rebate well in advance. Installation day comes, and - "oops - we've got the wrong equipment. No problem, let's just cancel your first order and create a new order to get it taken care of." At first she told me the only thing I could do was sign up for NFL sunday ticket - I had to insist that I get the same service I ordered to begin with. Sure enough, first month's bill is full price, and the rebate is going to take 6-8 weeks to become active. For it being my first week of service, I'm extremely disappointed.

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e bridgewater, US
Jul 07, 2009 12:41 pm EDT

i have a two yr. contract my first yr just ended i have three recevers two stopped woking same day as yr up i called they told me i needed new receivers at a cost of 1999 each i said dont u think its strange both going same time well we could senb u a service call at 49 .99 thats what they told me

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alamo, US
Apr 22, 2009 5:22 am EDT

I believe DirecTV is not a scam.

People nowadays are just SO stupid and illiterate and don't read what's in front of their faces.
It's called a CUSTOMER AGREEMENT with the terms and conditions.
I know no one wants to sit and read the whole thing, but if you have time to complain about how DirecTV is a fraud then you should double check whats given to you.

HD DVR or STANDARD DVRS are all under a leasing program whether you buy it with the company or a local retail store. JUST ASK. they will tell you.

Customer Retention agents offer you something, TAKE IT.
otherwise if the offer/credit is declined, it is no longer going to be honored.

REALLY, HOW STUPID CAN YOU BE PEOPLE.
DirecTV isn't a rip off or scam or whatever anyone might think..

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scott flora
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Sep 22, 2008 1:07 pm EDT

All-

I wholeheartedly agree and cannot believe a company is able to to this to customers in 2008. They signed me up for NFL Sunday Ticket, I explained to the rep in my first call that my TV was HD and that I wanted the best HD receiver they sold. I got NFL Sunday Ticket set up, the installer showed me how the channels worked and through week 1 of the season (last week) all was fine and in HD. Then, this past weekend, week 2, none of the games were showing in HD and there was a logo for NFL Superfan with errors to have me call DirecTV on all my channels. I had never heard of Superfan before this day, sure enough, they tried to charge me another $99 to get the game in HD. I want to cancel my service entirely.

Bait and switch? Absolutely in my mind, I have such a bad taste in my mouth about this company right now I really have to recommend that no one buys their service. Scam artists to the highest degree.

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11:39 am EDT

DirecTV unable to install - charged early cancelation fee

I signed up for DirecTV in January 2008. Had an unplanned corporate relocation that took me to another state. Called DirecTV and paid the $50 to transfer and install the service at my new house. The tech arrived and after assessing the property for about 30 minutes, I was told there is "no line-of sight" and the dish could not be mounted.

Called DirecTV and asked them what my options were. They said I could cancel the service, but would be charged an early cancellation fee of $440. The rep said she would submit this fee to the billing dispute department on my behalf.

A month later, I have a bill for $440. I again called DirecTV and was told by the incompetent rep that it was a "valid charge". I was again told by an even more incompetent supervisor that it was a "valid charge". I asked this supervisor how they could possibly charge me for disconnecting a service they COULD NOT INSTALL. Of course, they did not have an answer and referred me to the billing dispute department - the same department that deemed the inability of providing service not a resaon to cancel. I guess they expect me to keep paying the monthly fee, even though they can't provide service.

I find this absolutely amazing. Now I have to submit yet another dispute.

Is it just me or are they insane?

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,
Sep 16, 2008 3:47 pm EDT

I totally agree with all of the complaints posted on this site against Direct TV. I have been totally burned with the whole experience! I have a HUGE mess on my hands now with them and as soon as I can get out of their unfair contract, I will.

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8:49 pm EDT

DirecTV incomplete install

On Thursday, June 12, one DirectTV installer came to our home to install DirectTV service in 4 rooms. Initially, we had arranged an appointment between 8-12, but the installer showed up at 1:30pm when it was about 105 degrees outside. We discussed with the installer that we wanted the cables ran through the attic is why we wanted a early appointment. So we showed the installer where we wanted the HD dish mounted behind the house on the roof, and the cable on the side of the house in a open space between the house and chimney and the cable to the 4th room down the wall between the 3rd and 4th room. The installer agreed to the installation, but it was to hot to complete the installation, so he rescheduled the attic install for Friday, June 14, 2008, between 8-12.

On Friday, June 13, 2008, 2 different DirectTv installers showed up at around 1030 and were suprised when told the install was going to be a attic install. My wife told these installers the same info that was discussed with the previous installer. My wife has a disability so she did go outside to watch them closely. After the installers were done, my wife signed the paper work, the installers went to their truck and my wife thought they were coming right back, so she went to the back yard to see the result and notices that the cabled running on the outsidewall of the 4th bedroom, and the cable on the side of the house was installed around the chimney and through a vent on the side of the house. My wife went to the front of the house and noticed that the installers had left without receiving any copies of the signed agreement and receipt of the 50.00 the installers collected as a tip for the attic install. I was at a Dr.'s appointment, so when I got home, I spoke with a representative regarding the issues and concerns with the install procedure. I requested a site supervisor to contact me regarding the install procedure. The representative sent the complaint to the DirectTV site supervisor.

On Saturday, June 14, DirectTv installer Cruz called the house at 7 am and spoke with my wife and wanted to know what was wrong with the job he had done. He said that they had done the best job possible, and were not able to do the install as we had requested. The installer also told my wife that DirectTV normally does not provide copies of the service agreement to customers at the the time of install. I disagree with the install procedure and the response the installer gave my wife. This is unacceptable, I requested a supervisor to contact me not the installers. We had the understanding the installer from Thursday, June 12, would have done the job. I would appreciate if a supervisor from the DirectTv service site call me so we can resolve this issue. Thanks in advance for your prompt response.

Mitch Miller
[protected]
[protected]

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Bob
,
Sep 24, 2008 9:56 pm EDT

As an installer of satellites I have to say that you are in the wrong. Do you tell a mechanic how to fix your car(Probably)? You don't tell an installer where to run wires. You ask if it would be possible to put them where you want them and he tries his best to do it(within reason). We have so many jobs a day and a sub contractor can get fined $100 for being late or missing appointments. I'm so sick of customers thinking they know how to do my job better than I do when they don't know squat. Give the guy a break. What if someone came over and told you the best way to cook a meal you have cooked a thousand times. You probably have nothing better to do than sit around and complain about the smallest little things. Now this poor guy is getting in trouble (probably fined), worrying about losing his job and feeding his family because of your stupid complaining. Maybe next time you can do the work yourself seeing how you're such an expert on how it should be done. Get a life and get off your imaginary thrown.

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3:42 pm EDT

DirecTV stealing money out of my bank acct.

Just like thousands of people out there, directv did a ream job on me. We were assess $463 for early cancellation fee, even though we were with them for more than 5 years. It came down to when their product the box broke last dec. and ask for a replacement. When we cancelled last March '08 they said we owe $463 for early cancellation, we complaint to probably no less than 20 customer service/supervisors, and letters mailed, but only got crap from them and no response to the letters. So I decided to e-mail the board of directors and some ladies name you suppose to complain too. Within an hour I got an acct. management person willing to work with my complaint (or so you think). He comes back after some couple of hours (or lunch) and said that it is within their rights to steal the money out my bank even though I'm not on the contract/acct. So $463 and multiple bank fees later and to this day I'm negative almost $800.

Here are the e-mail address to the board of directors:

chase.[protected]@directv.com
bruce.[protected]@directv.com
patrick.[protected]@directv.com

Please can everyone bombard them with your complaints and if it helps somebody out there I would feel a little better.

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Morbo
,
Sep 17, 2008 11:22 pm EDT

Yes, they got me for Over $800, made my house payment bounce...
Oh and they did so on an expired Bank account AFTER our service contract was up for two months, extended the contract without our express permission, and CHARGED for the receivers AGAIN!

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6:04 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

DirecTV hurt by directv consumer deception

When I signed up with direct tv, I had the dish network for over 3 years and looking for a change. I was made to feel like direct tv was a better fit because they advertised a better package of over 500 channels and the salesperson made you feel like you had so many channels at your fingertips. They did not tell you of all the additional fees you would incur to access the additional channels.

My first bill was over 90 dollars, my dish bills never exceeded 80. I was told that my monthly bills would average roughly 68 per month. I called direct tv and was very upset because not only was my bill much higher than dish, I also was dissatisfied with the quality of service. There were so many channels I could not view because I did not order extra packages and the quality of the hd was not great. I decided to cancel my service and at that time was verbally told that, if I decided to cancel, I would have to pay an early termination fee of 420 dollars, I was shocked! They gave me two 6 month free additional package to pacify me.

The next month, I received a bill for over 100 dollars and it was at this time I decided to cut my losses and accept the early termination fee and cancel my service. It was at this time that they informed me that they wound be drafting the money from my account but they did not say when. When I checked my account this am, I was in the negative because direct tv drafted over 540 dollars from my account. No courtesy call, no working with you to find out if it would be okay for them to go ahead with the drafting of the funds from your account. That was so wrong of them to be so uncaring.

I am not upset because of the above events which unfolded and am sure that all of this was in writing in the agreement. I am hurt more because of the level of deception by this company. Just like they could tell me at the time the events were to occur, they could have also explained these to me when I placed the order or when they showed up to install service. I hope all consumers can be reached about the practices of this company, I plan to work had in getting the word out to people in my family, my neighbourhood, and my jobs. No one should patronize direct tv, no one!

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7:45 pm EDT

DirecTV customer service / cancellation policy

I knew about the 2 year contract when I signed up for Direct TV; which is why I tried to have their service transfered when I moved into my new apartment. They came to my new apartment to try and set up service there, and they were unable to get a signal. Because there was no way I could physically get any service, I was forced to cancel. Direct TV went ahead and charged the cancellation fee anyway directly to my credit card without my approval. I've argued with them numerous times explaining that its not my fault that they can't get a signal, yet they don't seem to understand.

I'm aware that this type of customer service is common for Direct TV, and therefore would like to file a class action law suit. Is anyone interested? If so, please write me back here, [protected]@aol.com

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patty Wagner
,
Nov 04, 2008 1:26 pm EST

count me in... I am in the middle of trying to cancel my service due to defective receiver and poor customer service. I have had three technicians out her and the last one has been here on three different times trying to fix the problem. This have been going on for three months. I called to cancel and they are telling me I have a commitment until 2010. I have threatened to sue them if they don't let me out of the contract. we'll see what happens...

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Terri Stridsberg
,
Oct 03, 2008 2:32 pm EDT

I understand what your going through. My daughter had a similar experience. No signal where she tried to transfer the service and they took $470 out of her checking account automatically with no warning. Now, she's a single mom with two small kids recently separated from her husband living with me barely making $11.00 an hour as an Licensed Nursing Assistant. When they "stole" the $470 out of her account she virtually had $79 to her name. She also wrote a letter, made three different calls and even was told last by a supposedly "manager" that her understood what she was going through and she would get credited back $440 within 3-5 days from that last call. That was 7 days ago. They are such liars. They have quite a racket going and if you don't pay attention to the fine print, they pretty much have you over a barrel. It's a great thought (idea) about the class action, but given that "fine" print, I'm not sure you would have a leg to stand on. I know it doesn't sound ethical that if they can't provide service to know fault on the customers behave, that you would a) still be obligated to fulfill your obligation or b) be charged these enormous termination fees. I'm not very savvy when it comes to all that legal stuff and certainly don't have the means to consult a lawyer, but if you get other responses and enough people think it's worth a shot, contact me again.

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2:39 pm EDT

DirecTV not being directed to a supervisor when requesting over and over again

Over a month ago I disconnected my service with directv. I was told that the only thing I owed on my account was $4.?. I received the bill and paid for it immediately. A month later I am receiving a bill for ppv movies that I was sure had been paid already. I called [protected] and spoke first with simon. He explained to me that my receiver, once received, was downloaded and three movies showed up from a year ago that had not been paid for. I asked him to explain to me how I have been watching movies this whole time and paying for them monthly right up until the time I cut off my service and he was unable to explain to me how this happened. So, I asked for a supervisor. He finally transferred me and then I was disconnected.

I called back the [protected] and spoke with a very rude man named michael. He seemed to know what was going on but was unable to shed any light on the situation either. So again, I asked to be transferred to a supervisor and michael refused to do so. He kept arguing with me and telling me that he doesn’t understand what my problem is and that I owe the money. I asked him over and over again to transfer me and he still refused. So I hung up and called a different number and spoke to a lady named nicole who said that she would file a complaint on him on my behalf and explain to me why I have these charges. Finally, nicole was able to explain to me what happened. Thanks nicole.

I still do not understand why I was not transferred to a supervisor? This was a very simple request. I never had a problem with directv before and was going to sign back up with them but not now. I have never been so angry at a customer service rep in my life and will never sign back up with directv.

Directv can thank michael for that. I hope they review the tape and listen to him argue with me the way he did and discipline accordingly.

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John L. Williams
,
Sep 25, 2008 11:41 am EDT

I am currently going throught the same set of problems. Each time I speak with someone they tell me it will take longer to get my refund. Wish there was something I could do.

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5:22 am EDT

DirecTV direct tv is horrible

I had direct tv installed in february had fibe service, about 3 months later I was getting horrible signal, I couldn't even watch tv because the screen kept freezing up and skipping. I contacted direct tv to send a tec to look into the problem. After paying $80.00 the tec that came out informed me due to a very large tree in my neighbors yard that is blocking the mail signal and that the dish should never have been put on my house. Because it was installed in the winter and the tree was bare was the reason i'm now having trouble in the spring, now that the tree is full of leaves. He was unable to fix the problem, and said there is no where he could put the dish as long as that tree is there. I called up direct tv 3 different times asking if someone could come out to give a second opinion, after being on the phone for almost 2 hours trying to get the fee of 80.00 back I was told they wouldn't remove the fee. I paid 80.00 for someone to come to my house to tell me that I shouldn't have direct tv the dish should never been installed. The tec actually said that they just want to get pais, so they throw dishes on houses without getting clear signal, and realizing that trees fill with leaves! After making three attempts in getting a second opinion, I was told someone would call be back that never happened, I was going now a month without being able to watch tv with a clear picture. I called direct tv up to cancel, they informed me I was going to have to may a early cancellation fee of $400.00! I was outraged, I asked the customer service rep what I was supposed to do, and his response was "it's not are fault there are leaves on the tree"! Stay away from direct tv... They have poor customer service!

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Gerald McClusky
,
Jun 02, 2008 6:29 am EDT

We had to threaten law suit to get out of contract with Dish Satellite, it did not work and it took forever to get a technician to come out, they couldn't make it work proper. Finally a letter to consumer complaint dept at the State Attorney General Office and a threat of law suit, they cancelled the contract.

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12:33 pm EDT

DirecTV direct-tv will not remove dish from my roof

When I first spoke to Verizon concerning have this company as my telephone, internet and cable provider, I was never told that their "cable" was Direct-TV. At installation I found myself with a dish on my home. I was very unhappy with the way Verizon was not upfront about their "cable" and decided I would not use this company after the year "contract" I had with them. At the end of the year, I switched companies. Direct-TV will not come out and remove the dish -- Jennifer from the President's Office (I truly doubt that I spoke to the real assistant to the President) informed me they do not remove dishs because they are "part of the structure of the house." I told Jennifer that I was going to file a formal complaint with the Attorney General's office for the Commonwealth of Massachusetts (I have requested the forms to fill out.)

I feel that these giant corporations couldn't care less about their "customers." I have informed Verizon that I would use smoke signals before I use their company again.

Corporations have become so powerful in this country that ordinary citizens are being taken to the cleaners every day -- not to bring up the subject of the gas prices!

I think consumers need to revolt and stop purchasing products from these companies who do not live up to their contracts.

I certainly appreciate this web site to voice my opinions and hopefully will get some feedback on what to do next. Perhaps the FCC needs to get involved with the complaints against this company. I plan on complaining to my senators and congressperson.

I hope Jennifer realizes that I'm retired and can spend all day writing letters to every government agency in this country.

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no hats
, US
Feb 23, 2018 5:31 pm EST

Theyy can record us, but we cant record them .Any time talking to one of these trained workers, ask for their I.D. number, their less likely to lie. I don't see why we cant record them. They expect us to be loyal to them but their the ones that are stiffin us $$$... Please don't go on any contracts. They love it when they can cheat you for 12 to 24 months. I'm going to check on that if we loyals can record them if we tell them they are being recorded, same way they record us and letting us know in advance. Ozzie77, ill be praying for you. Don't feel bad. Your bill probably went higher and higher like mine and million others. There are no mercy for seniors. Allen22, Go fly a kite !

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no hats
, US
Feb 23, 2018 5:13 pm EST

Direct tv is a scam. What they say and do is 2 different things. They bait and switch, play games, lie, lie and more lies. They are a fraud. No matter what you say, call up, to lower your bill, even if you remove Showtime, cinemax, ect, they will raise your bill up and up because they can and will.
Fixed contracts cable is blast from the pass. People are putting a stop to these greedy lying companies and are going streaming. Hulu, Netflix, Sling, and many more. I was with dirt tv, I mean Direct tv for 7 yrs, and I had enough of their switches and lies and my bill going higher and higher,
well Dirt tv, I can play this game too because I CAN...You have ripped me off for the last time .The billions you owe, go get it from someone else.
Don't let the door hit you on the way out...so long...you were never my friend, but I was a stupid loyal customer.

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ozzie77
Lincoln, US
Nov 05, 2010 6:30 pm EDT

I filed Bankrupcy and recieved a complete discharge of bills. Direct-TV was one I owed around $200.00. I live out in woods so only choice of two evals dish or direct-tv I chose direct-tv, My credict is getting good again and I own my home. I called and talked with direct-tv, [I did tape this] they said all is ok to set up day to get TV installed except, If I want to be a customer I had to pay the bill I had. WOW, I could not believe this, i explane about bankrupcy they said they have record of getting served and see discharge but I still have to pay bill. I talk to 3 lawyers all say they can not do this, so I told them and said I have to pay bill. They are above the law plan and simple! I dont know what I can do? I am disabled on fix income with very limeted income.

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Allan22
Dallas, US
Nov 05, 2010 6:57 pm EDT

your apprently above the law as well - it is illegal to tape phone calls.

pay your bills, dont run and hide with a bankruptcy. work out a payment plan with everyone you owe money to, be a responsible adult and pay off your debts.

then, you can have directv!

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6:58 pm EDT

DirecTV bate and switch

Came out and installed thinge I didn't order, and then charged $92.00 to put in what I did order.

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Tony
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Sep 20, 2008 6:16 pm EDT

This happens to me, to. I just came from Germany to US (SC). Friend of mine, he ordered by phone. Everything was o.k. After one cable guy fixed everything and I asked him where is HD channel, he said you haven't ordered HD. Please call customer service! I called customer service and they told me to pay $127 extra to have HDtv. I thing they made this to make more money. This is not the way how to treat customer. I'm very disappointed. Lot of people comes through our company (BMW) here to US. I will tell to every one to take care because Directv will screw you and will take you $127 extra. Now I have to wait another 2 weeks until somebody will come here and will change everything. For sure for $127! I will never suggest to anybody to take DirectTV. I'm screwed from them. This is enough!

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9:26 am EDT

DirecTV they rob your checking accounts, beware

Direct TV automatically withdrew $457.00 from my checking account without authorization or any notification of this withdrawal from my account. Do no give you credit card or ATM card to this company. The salesmen lied to me and indicated when I signed up for their service my ATM card is only being charged for $21.09 to reserve the installment date. I do not like to pay for monthly bills through any type of credit card. So blindly I gave him my ATM card.

We signed up under the false impressment we would get more HDTV channels through Direct TV than cable. Service was installed on a Sat, 01/26/08. A service technician scheduled to arrive between 8:00 -12:00 and called that morning to confirm the morning timeframe. He did not arrive until 2:30, two and half hours later. The installation was still not complete by 5:15 (a full day for service by Direct TV’s definition) and we had to leave for an appointment so your tech had to also leave without testing the system or showing us how to even use the remote.

The next day Sun 01/27/08 we only had partial service for a few channels and no HD channels at all. I called Direct TV service and they agreed to send out a tech on Monday afternoon. Monday, 01/28 there was no satellite connection at all and I also had to take an afternoon off from work, a full day without service. The tech arrived at 2:30pm and indicated the satellite was not installed properly. Once service was working, I indicated the quality of the High Definition channels did not look as clear and vivid as I previously had with cable. The tech actually agreed with me and called several times to make sure the HD signal was being sent. I also indicated to the tech, if I wasn’t happy with this picture quality that I would cancel since this was the main reason we tried Direct TV, for the additional HD channels which you promoted the Choice Plus package with 70 HD channels when in reality there are only 39. The tech rep indicated I would have 60 days to cancel if I wasn’t satisfied. If you’re looking for HDTV quality cable has a direct line and clearly provides a better HD quality then a satellite connection.

We decided that the high definition quality just was not there and I canceled this service on Wednesday, Jan 30; since I did not receive service until Monday I thought well within the 3-day remorse of receiving full service. Direct TV did not fulfill they part of the contract by providing me with service and indicated it does not matter if I had service or not they activated my account on Sat, Jan 26. I was only authorizing a debt card transaction of $20.00 for reserving the technical installment. Direct TV redrew the $457.00 cancellation fee based on an early cancellation fee, it doubles for HD services. They used my debit card as entitlement to free access to my account and lied during the sales call. had no prior notification of this withdrawal, which should be totally unethical, and fraud

In addition the only way to dispute a claim with Direct TV is through a written letter. No emails, no phone calls, they will not even acknowledge you. It is totally unacceptable that with today’s technology that the consumer cannot talk with a manager directly or dispute this claim by email. This customer service tactic tells me Direct TV only wants their money any way they can get it and they will keep your money as long as possible. Ironically when my financial institution reversed the charges then Direct TV would talk to me. I talked with server representatives all very rude telling me they are a multibillion dollar company and within their rights. Also I offered to pay $100.00 for the installment, they also indicated they do not negotiate. I’m still deputing this claim. I’ve filed with Consumer Protection Agency, which they only get the same response from Direct TV and are really no help.

Any suggestion for next steps? Has anyone won against this company? Is it worth to go to small claims court?

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davidg
Whittier, US
Mar 12, 2009 4:42 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My neighbor gave me an HD receiver so I just needed DirectTV to activate it. I had no idea they would extend my contract because the bozo on the phone did not tell me. I'm going to cancel just because of this. This is bad business and their customers should not put up with it. They want $425 in early connection charges which is insane. I've been with them for 7 years.

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May 25, 2008 12:22 pm EDT

Oh and what i did was dispute it with my bank as a false charge and called numerous times to directtv.

When a company gets a bunch of chargebacks, the credit cards companies get pissed :)

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May 25, 2008 12:20 pm EDT

I hate DirectTV for the same reason, when they couldn't provide service when i moved i was forced to cancel. Ok no problem, but when i did they charged me $775.00 without knowing. That week i payed off a credit card and house payment plus this, f*ck it was like 4k out that week, and it took them 6 weeks to get it back to me.

F*CK DirectTV, i will never use them again!

ComplaintsBoard
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2:42 pm EDT

DirecTV cancellation

I opened my account in February of 2002. At that time I contracted for your service, installation and three receiver boxes. On 6/07/07, I paid $21.15 for a replacement receiver unit since the one that I had originally been issued no longer worked. I finally activated the receiver box earlier this year. At the time that I ordered the new receiver box, I was not told that I would be extending my contract in any way. Later, when I activated the receiver box, I was not told that this would in any way affect my contract status.

When I canceled the service, I was instructed to return the receiver box and sent two boxes back in the carton provided.
My May Verizon bill contained a charge of $330.01 for an early cancellation fee. I do not intend to pay this charge and will take this matter to small claims court, if necessary. I intend to contact our local media and make them aware of this billing scam.

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0h REALLY?
South Bend, US
Jul 09, 2011 3:03 pm EDT

DO NOT USE DISH SATELLITE. I tried to cancel my mom-in-laws account and have them wave the cancellation fee. Not only do you have to climb on your roof and get parts off the dish along with returning the receiver and remote, (REALLY) being 89, no longer being able to live alone, and finally death are not good enough. You have to have a Dr. sign a paper saying she would not get better or ever be able to return home. REALLY?
I guess it really is all about money. To add insult to injury they said I could speak to a supervisor and put me on hold for 25 min. until I finally hung up and called back it. Great company.

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ccsmith1973
Goodletsville, US
Mar 08, 2015 2:24 pm EDT

I was alerted yesterday about a Fraudulent charge in my personal bank account. I called to find that Direct TV had taken $564.90 from my account. I don't even have an account with Direct TV. I made a 1 time payment for my disabled mother back in the fall and made sure to tell the agent that this was a 1 time, 1 time only charge. My mother had to cancel her service with them due to the place that she moved does not allow Direct as a provider. They sent her the return boxes and that was that. Now they have charged my card for a Cancellation fee because they kept my Card info in their system even after I stressed to them it was a 1 time payment nothing more. My name isn't on the Contract nor has it been. They are telling me its going to take 5-10 business days to find out "IF" they are going to refund my money. I think this is wrong and they shouldn't ever be able to charge any charges just because your trying to help someone out. Please help if possible. cssmith1973@gmail.com

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Presto
Monterey, US
Dec 16, 2010 2:15 am EST

I signed up for Direct tv starting December 2010. I spoke with the sales representitive expressing that I was interested in a bundle deal (cable & Internet) and wanted to know if they had such a thing. The sales agent went on to describe that AT&T could be bundled with Direct tv and would allow for a better savings by doing so. The sales agent ran a search to check if AT&T Internet was available in my specific area. The sales agent said yes I do show that AT&T Internet is available in your area and as soon as I was through completing my Direct tv cable that I would be sent directly to AT&T to set up my Internet. I agreed to the terms of the contract, bundled Internet and cable and was a happy camper. So I thought! After I had already established a installation date for my cable through Direct tv and AT&T for my Internet I received a call from Direct tv saying there was an issue with my account. It seems that AT&T is not available in my area even though it was clearly stated that it was! The only reason that I agreed to the contract was for AT&T Internet and Direct tv as a bundle. I called several times to express that I felt that the contract had been breached because the AT&T service that was stated to be available was not and I restated that was the underlining reason for my purchase to bundle save and be satisfied. After three days of calling and speaking to supervisors there was not one person that could understand that I wanted to cancel due to being provided with incorrect information from the Direct tv sales agent. The supervisor stated that Direct tv up held their part of the agreement and was a seperate entity that Direct tv. You think! So point being I can not cancel without the cancellation fee being applied. WTF I said the Direct tv sales agent stated it was available AT&T said it was available and when I came to the installation date I received a call saying nope not available. So here I am SOL not even a week with Direct tv and being screwed over. I have no Internet and will not receive the discount for bundling the two services. I can write my complaint to the billing disputes in Colorado and see if the cancellation fee can be waved. Do not go through Direct tv pay the additional $20 a months for anything better or anything at all in your area.

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intellex58
, US
Jul 09, 2011 3:27 pm EDT

So which is it, in the title you say DirectTV and the first sentence you say Dish? If you can not accurately state which company the rest of your complaint holds no water. As ILC said they were doing you a favor, they could have easily said to bad pay the contract as it was agreed too.

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bluenorth
Galt, US
Dec 16, 2010 7:34 pm EST
Verified customer This comment was posted by a verified customer. Learn more

You should check out the California state attorney general's website as he has information on a recent suit against AT&T and directTV

I had AT&T for many years and had my service bundled with DirecTV. When I moved about a year ago I called AT&T and canceled my service. They said they would take care of everything gave me the ending amount of my Bill which I paid and that was the end of our business relationship. When I moved I had Comcast supply me with phone TV and Internet access.

About a year after moving out of my old residence, I received a bill from DirecTV for around $500. I called the number that was on the bill and explain that I had canceled my service about a year ago when we moved and he could confirm that with AT&T. He went on to tell me that they were not the same company, like I didn't know that, and that there business relationship was no longer intact. He went on the say that he would have to have a call from AT&T to confirm that I did in fact cancel my services. I said it would probably be a lot easier if he called AT&T and confirmed it for himself since she was the one that was asking money for me he refused to do so. I called AT&T and told what had happened and as I expected they rubbed their hands clean and said we no longer have a relationship with DirecTV. I called DirecTV back explained it once again to this somewhat abusive and adamant about whatever he was talking about individual and he continued to say that I owed this amount of money.

Needless to say this conversation went around and around for over three hours all for over a Bill that I did not know and for a relationship that they did not have.

I asked this person to send me a bill itemizing what the charges were and he said he would. About three weeks later I received a bill from a collection agency stating that they were collecting the bill for DirecTV.

I called this collection agency told the situation and the person that I was talking to was unwavering and unaffected. I told this individual that I'd be more than happy to pay it although it is not a Bill that I believe is justified. I told him the hold on for a moment while I get my credit card because I was prepared to pay it right then and there. While looking for my card I told this person at the collection agency that I would also need their address that I can send a subpoena to because as soon as I was paying this bill always going to go to my local Superior Court and file a small claims charge against that collection agency. This person immediately asked if I wanted to speak to his supervisor and I said why certainly.

A few minutes passed and a woman got online stating that she was a supervisor. I again explained the circumstances of the bundled service with AT&T and DirecTV and how I canceled my service and that this bill was not mine. I explained how the person that DirecTV refused to call AT&T to confirm that I had canceled my service and I explained how AT&T refused to call DirecTV and explained that I canceled my service all because they did not have a working relationship anymore. I said to this woman, which by the way she was very easy to talk with, that I would pay this bill today I have my credit card in hand but I would need address of their collection agency so I can send the subpoena via mail are having served by their local sheriff as I was going to file a suit in my County for this particular bill that they say I owe.

She said that she did not want to get sued and that she understood what I was talking about. She said that she would take this off my record it would not affect my credit and that she was sorry that he came to this point. She also said that she would notify DirecTV of the outcome of this conversation and that if there was any more attempts to collect this unjust bill, a civil suit would be filed against them.

I have been monitoring my credit since this correspondence with this collection agency that occurred about five months ago and so far there's been no inquiries or additions or any delinquent accounts put on my credit rating.

This is just one thing that DirecTV has done to me. I read over the lawsuit that many states have taken against DirecTV and AT&T and I feel fortunate that I was able to settle mine without having to file suit hire a lawyer or partake in a class-action suit.

Be forewarned about bundled services make sure that bundled services mean bundled billing and bundled cancellations otherwise you could be left holding a Bill for services that you never obtain.

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10:04 am EDT
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DirecTV beware of directv

I upgraded my standard service to HD in April. The tech came to install it and it was working fine. He told us when the leaves came out on the trees we would probably have to cut a tree down to improve our reception. The leaves came out and we lost HD, so we cut the tree down with not improvement. I called directv and they sent another tech out. He told us that we would never be able to receive HD because our land was too wooded and that we'd probably have to cut down another 6-8 large oaks to maybe ger reception. Of course we were not willing to do that and quite upset that we'd cut a tree down in the first place. When I called directv I was offered no resolution and was told that their policy did not allow for refunds once installation was complete and that they could send me another receiver but it would extend my contract even further. Needless to say I could not believe they would offer such a ridiculous solution. So now I'm in a 2 yr contract and out $214.00 dollars for a HD receiver that does not receive HD and service for a month that half worked. The only thing they were able to do after many phone calls and several long waits on hold was to remove the HD channels and not charge me anymore for them. When I asked to speak to a supervisor I was told that she was busy and would call me back in 2 hrs. That was 2 weeks ago. I was also told that they did not have a number for the cooperate office. Beware of Directv! As for me I have contacted the local tv stations, the BBB, and every blog I can find to warn other people about the fraudulant practices of directv.

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Ron
,
Jul 22, 2008 11:45 am EDT

We find ourselves in a similar situation. I would advise anyone whose Directv service is failing to ask them FIRST which remedies result in in contract extensions. Our current signal loss was diagnosed as a DVR problem and DirecTV sent out a replacement along with a letter stating that our contract had been extended by 24 months! In other words, the worse their equipment performs, the longer you'll be suffering with it. You guessed it--the new DVR doesn' t get a signal either. We've cut back our service to a minimum and when the cancellation fee amount is reached ($480.00), we're gone.

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10:26 pm EDT

DirecTV unauthorized contract extension!

I am writing to express my dissatisfaction with your company policy on contract renewal without informing the client of the policy. I had five receivers in my home with four new and one old left over from a previous contract ended 3 years ago. Recently, the old receiver lost the sound and your service people, after diagnosed the problem, agreed to send me a replacement without any condition. Your Rep even told me that since we are a long time good customer, they glad to replace without any charge.

I connected the replaced receiver a week ago, but it asked me to call for reactivation. I called and your customer service representative activated my receiver without informing me in advance that the activation will result in an extension of the contract for 18 months. I strongly dispute the deceiving practice of your people for the following reasons:

1. This is the replacement of a malfunction receiver. The activation should be a part of the repair. This is not a new activation; therefore, you should not force customer to renew the contract.
2. I was not informed and asked for approval of the contract extension before you proceed with the activation.
3. Should I be informed of the reactivation policy, I would never accept such ridiculous term.
4. I asked for the proof of my approval (recorder), they can not provide one.
5. I asked that my replaced receiver is disconnected and the contract extension is voided, but your representative arrogantly refused.

I asked that you cancel the unapproved contract extension for the previously listed reasons. I am a long time customer with Direct TV and I am very disappointed with such treatment. I hope that you will resolve this matter as soon as possible without involving the Attorney Office and the Federal Communication Agency.

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Tucson Fulltimers
Tucson, US
Apr 19, 2010 12:51 pm EDT

We are people who lost our home along with wide screen TV (only had one) and still Direct TV would not let us out of their contract and continued to take money from our overdrawn account for a contract cancellation service fee.

When I called them Justin laughed and his supervisor refused to let me out of the contract no matter that I have no where to use the service or a TV to use it on. How can a company do business like that?

We had to close our bank account to keep them out of it. The Attorney General needs to look into Direct TV business dealings.

Tucson, Arizona

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c. garcia
,
Sep 20, 2008 12:30 pm EDT

So how do we defend ourselves from these thives?

Please let us know because we must find our own loophold to these issues...

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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