DirecTV
reviews and complaints

Went to Best Buy, bought a HD DVR, paid $400+, didn't sign anything but the receipt, and walked out. Activated the receiver but then decided to return receiver because it didn't have our local channels. When I called to deactivate the receiver, directV stated that I had to return the receiver to them otherwise they would charge $500!
I've called many times regarding this issue and they are adamant that there's some magical agreement that everyone should just know when dealing with these crooks. So now if I don't give them back the receiver that I paid a small fortune for, I'll have collections people after me. They wouldn't even let me return the unit to the store and obviously won't give me credit for the unit.
On top of that they tried to tell me they put over $1000 into each receiver. I'm an engineer and work in Manufacturing, if that's the case, they are the biggest ###s in the world. Does anyone really believe that a simple circuit board, a hard drive, and a metal case costs that much? Maybe they're factoring in engineering and who knows what else.
My advice to anyone that would ever foolishly consider this company for service should run as fast as they can to the almost equally deceptive cable companies (I never thought I would say that). Actually, just don't watch TV, that's the only reasonable way to deal with all of these crooks!

July 19, 2008

Mr. Chase carey, ceo
Directv
Office of the president
Po box 6550
Greenwood village, co 80155

Mr. Carey,

I am writing to you today to make you aware of my recent experience with directv and direc tech holding. I feel compelled to bring this matter to your attention, as the response from your customer service department was wholly unsatisfying, and I believe you should be aware of your employees’ actions.

I have been a loyal directv customer since march 2001; my account number is xxxxxxxx. I have consistently maintained an extensive subscription, and on average, pay approximately $150 per month for my service. During my service period, I have moved twice. Both times, I have moved my service using your & ldquo;way-u-move” option, which has resulted in a 2-year contract extension.

My most recent move, in may 2007 was an absolute disaster. The technician that was dispatched to my home on may 3, 2007 arrived with the wrong equipment and was unable to install my high definition service. A second technician was dispatched several weeks later, and while he was able to install the high definition dish, the installation was sloppy and unprofessional, with cables snaking loosely down the front of my home, creating an unappealing look. While we were deeply unhappy with this installation, we accepted it because we had spent so much time arguing with directv customer service, who wished to charge us for the installation, because they considered this a & ldquo;service upgrade”. (Evidently, they had some difficulty understanding that we were not upgrading to high definition service; your technician just failed to install the proper equipment on the original installation date. )

In may 2008, we decided to put new siding on our home. Our contractor advised us that the siding could not be installed with the directv cables running down the front of our home. We called directv and were told by customer service that the cables could be rerouted free of charge as part of our directv protection plan. We scheduled a service appointment for june 19, 2008, and my husband took a vacation day from work so that he could be home to explain to the technician exactly how we would like the cables installed.

Your technician, jorge did arrive on the appointed day during our appointment window. My husband explained to him what we would like done, and in fact, had our contractor come to our home to discuss the installation with jorge. Jorge made several phone calls to his supervisor and advised us that he did not have the proper work order to complete the job. My husband called directv customer service and confirmed that the proper paperwork was provided to direc tech. At that point, direc tech advised us that jorge could not complete the job, as they did not have the proper paperwork, and jorge would not be paid if he did the installation without a valid work order. The appointment was rescheduled for the following day (June 20, 2008) and jorge personally assured us that he would be at our home no later than noon.

I canceled an appointment so that I could be home on june 20th to wait for jorge. At approximately 10:30 am, I received a telephone call from a gentleman that did not speak english. I assumed that it was a wrong number, until he started shouting & ldquo;directv” into the phone. I asked him who he was and why he was calling and he told me that his name was rafael and he was from directv. He stated that he was on his way to my home, but had been delayed by a flat tire. I asked him about jorge, but he said he did not know who jorge was. He simply stated that he was from ny and that he had a flat tire. Rafael’s english was extremely limited, and I had great difficulty understanding what he was saying. I told him that I was waiting for jorge, and that I did not want him to come to my home.

Approximately one hour later, I received a second phone call from rafael, who stated that he could not find my home (17 xxx lane) so he went to my neighbor’s home (20 xxx lane) but & ldquo; [i} did not answer the door”. Ignoring the fact that this course of action makes absolutely no sense, I opened the door to see a scruffy, middle-aged man with no identification, in a beat up van, also with no identification standing across the street from my home, on my neighbor’s lawn. He did not have even a passing command of the english language, and apparently, he expected me to let him into my home. Obviously, I did not let him in and again stated that I was waiting for jorge. I called my husband, who took the afternoon off from work to come home and try to sort out this mess.

At approximately 3:00 pm, I received a telephone call from marlena at direc tech who indicated that jorge was not dispatched to my home because she did not have a valid work order from directv. My husband again called directv customer service and was, again, assured that directv had provided direc tech with the proper paperwork. Marlena called a second time, at approximately 4:00 pm to tell me that she did not have the proper paperwork, and so had to assign jorge another job, and that he would not be coming to my home. (Interestingly, marlena had no knowledge of rafael; she did not know who sent him, what office he came from, or why he came to my home. )

The end result is that I canceled an appointment and my husband took a half-day off from work to wait for a directv technician that failed to show up. At this point, my husband called directv customer service and was told that he needed to pay $105.93 by credit card prior to the technician being dispatched; apparently, we were having & ldquo;custom work” done, which is not part of our directv protection plan. Shortly thereafter, marlena called our home again, and advised me that jorge would be coming to our home the following day (June 21, 2008). Marlena assured me that we would be jorge’s first job and that we should expect him by 8:30 am. She gave me her direct number in the event that there was a problem.

Not surprisingly, jorge did not arrive at 8:30 am as promised. At approximately 10:00 am I called the number marlena provided to me. A woman with a thick spanish accent answered the phone. I asked for marlena, and she said something to me in spanish and hung up on me. I assumed that I had misdialed, so I waited a few moments and then called the number again. The same woman answered the phone, and again, I asked for marlena. She asked me to hold on and I heard her put down the phone and start banging on a (Presumably closed) door, while shouting & ldquo;marlena, marlena, get up. & rdquo; she came back a few moments later and told me that marlena was asleep. I explained that marlena was supposed to have dispatched a technician to my home and that I needed to speak to her immediately. Again, the phone was put down and there was more banging and more & ldquo;marlena, marlena, get up. & rdquo; eventually, marlena picked up the phone and I advised her that jorge had not arrived as promised. She stated that jorge was unable to come because she still did not have a valid work order, but that she had spent the & ldquo;entire morning trying to straighten out the paperwork. & rdquo;

My husband called directv customer service yet again, and yet again, he was assured that the paperwork was in place and that directv could not help us as the problem was clearly with direc tech. At approximately 11:00 am, marlena called again and indicated that jorge was on his way and should arrive within twenty minutes.

Jorge did not arrive until 3:30 pm. He did complete the installation, however, the work was only marginally better than the initial installation. The cables are still poorly installed and unsightly. Again, we accepted this sub-par work because we really just wanted the job completed. At this point, we had already wasted three full days waiting for a technician to show up, and we had made countless phone calls to both directv and direc tech. Both my husband and I were thoroughly disgusted with the entire process, but we were relieved that the job was done and that the situation was resolved. Unfortunately we were wrong!

As jorge was packing up his truck, he asked my husband for $200 in cash for the & ldquo;custom work” that he had done. My husband explained that he paid for the work over the phone via credit card, and in fact, pointed out that the work order provided to us clearly states & ldquo;this technician does not accept cash!” despite this, jorge said that he had gone above and beyond what was required of him and that he felt he should be paid for this service. My husband again refused to pay him. Jorge then called his & ldquo;manager, & rdquo; spoke to him briefly and then asked my husband to speak with him. This & ldquo;manager” who did not give his name asked my husband to give jorge $200. My husband refused. The & ldquo;manager” then said, & ldquo;why don’t you just give him $100 then?” again, my husband refused and eventually jorge left. My husband and I were absolutely amazed! First the technician fails to show up for three days, then he comes & ndash; several hours later than he was supposed to & ndash; does a sub-par job on the installation, and attempts to extort money from us? Is this the type of behavior directv tolerates from its technicians?

Believe it or not, this was not the end of my problems. At approximately 6:00 pm I received a call from direct tech. The woman that called asked to speak to jorge and stated that he had not closed out the job and she needed to know approximately when he would be done. I told her that jorge had left my home over an hour ago. She seemed confused and hung up. At approximately 7:30 pm a gentleman from direc tech called and asked me the same question. He stated that jorge was still listed as being & ldquo;on the job” at our home and he needed to know when jorge would be finished. I told him that jorge had left at about 5:00 pm, after requesting $200 in cash from my husband. He stated that this was completely inappropriate and that he would escalate this to the highest level, and that I should expect a call from a supervisor within one hour. One month later, I have still not received a telephone call from anyone at directv or direct tech.

As I stated earlier, I am brining this to your attention so that you are aware of the actions of your technicians and your customer service representatives. This entire experience was a nightmare, and the behavior of your employees’ is an absolute disgrace. Verizon is currently in the process of installing fiber optic lines in my neighborhood, and I assure you that as soon as fios becomes available, I will be canceling my directv service. Quite frankly, I am tired of your organization using the two-year commitment, contract extensions, and exorbitant cancellation fees to insulate you from providing even passable customer service. Shame on you, mr. Carey!

Regards,

Danielle t. Abramson

Cc: direc tech holding co. , inc.

I was a cable (Comcast) customer and switched as part of the at&t package bundle promotion. I received several rebates and thought I would be delighted with not having to deal with comcast's sometimes bothersome lack of customer service. Was I wrong! I switched to direct tv and whenever there was a bad storm in my area, I could't watch tv as it would pixelate and/or I would receive messages about receiver errors. I also missed on demand terribly! I called may 2, 2008 and cancelled my account with the billing representative. I signed on with comcast and thought that was the end of it except to wait for the promised boxes to return the equipment in. I received two boxes on july 11, 2008 (Ship date from whse indicated july 10, 2008) and returned all equipment on tuesday, july 15th - - well within the stated seven days on the letter they place in each box that states "important: make sure to return your receiver within seven days of receipt to avoid a charge of up to $470, depending on the type of your receiver. " also, "... Simply follow the steps below to send your old receiver back and avoid any charges. " I called my bank on tuesday, july 15, 2008 (3 business days after receiving the boxes) and direct tv had charged by debit account $758.42! Yes! They had my debit on file and charged me not only against their own stated policy of no charge for seven days but also from april to mid-june because they say I didn't cancel with the correct representative! Apparently, my crystal ball wasn't working that morning (Or maybe their representative's aren't well trained) and I was suppose to know somehow that when I said "cancel my account" that it didn't really count because I had to speak with a special person! This company is a joke! I devoted almost the entire day on tuesday trying to sort this out. The first call to direct tv and the representative hung up on me when I insisted on speaking with a billing supervisor. The second representative put me on hold — - eternal hold of 42 minutes before I finally got the hint and decided, hey, I think they are ignoring me!" imagine that! Don't learn the lesson the hard way like I did - - get the hint. Do not do business with this company! I called again (Many times) and finally spoke with a billing representative that promised to take the bill down to $371 (Aren't I lucky) and that charge (Credit?) still hasn't went in but the $758 is still gone. Amazing how that works! They debit and hold the money immediately and the credit is still not in. I called fed-x, they received all of the equipment at the whse and still no credit. Again - do not do business with this company! Consumer beware!

Today, July 16Th, I paid a $89 DirecTV for service from June 9-July16. On June 9 I paid the account in full in order to suspend service (suspend confirmation # 17FEC8EZ) while I am traveling outside the U.S.A. If I had not paid that amount to suspend the service today it would have continued to transmit until labeled past due and terminated for nonpayment. That date for disconnect would have been August 29, 2008 bringing the amount due to over $200. Then then $200 plus would have been taken without authorization from my credit card account, as they have that capability. I explained that I was making payment under duress to the customer service supervisor. He realizing my position explained to me (while I recorded the conversation with his approval) that the automated system is not a 100% problem free system. That I should not trust the automated system and the only guarantee of a suspend being completed was a confirmation email; something that is not automatic but requires a request from the customer. I am asking other recipients of extortion and theft by misrepresentation to join a class action law suit. Additionally I am asking for help in finding an attorney to represent us. The location of my DirecTV service is Texas.

I am a DirecTV customer since Oct. 8, 2007, and I recently moved to a new rental home and brought my service with me. I was under a 12-month obligation with the company, which was the sole provider allowed to my apartment complex. On June 18, 2008, I spoke with a DirecTV representative to notify the company that I was moving to a new home and wanted to transfer my service. I asked if I would be extending my contract if I moved and he said no. He offered for me to get an additional receiver for $19.95 shipping and handling, and I asked if it would extend my service contract. He said no and referred me to the Equipment Lease Addendum page on the company's Web site. The section reads:

PROGRAMMING COMMITMENT. The programming package(s) must be maintained for a period of not less than (a) eighteen (18) consecutive months (for accounts with only standard receiver(s)), or (b) twenty-four (24) consecutive months (for accounts with advanced product(s)/receiver(s) digital video recorder (DVR), high definition receiver (HD) or high definition digital video recorder (HD DVR), including additional DIRECTV receiver(s)). After you have fulfilled your agreement to the required programming package(s), you are not obligated to continue your subscription to DIRECTV programming for any specific duration. Current DIRECTV customers may activate additional receivers with their existing DIRECTV programming package. THIS PROGRAMMING COMMITMENT IS SEPARATE AND DIFFERENT FROM ANY OTHER PROGRAMMING COMMITMENT YOU MAY HAVE MADE WITH DIRECTV AND IS FULLY ENFORCEABLE UNDER THESE TERMS.

I read that to say I could activate a second receiver without extending my programming commitment. I asked the agent if that was the case, and he cited this portion: After you have fulfilled your agreement to the required programming package(s), you are not obligated to continue your subscription to DIRECTV programming for any specific duration. Current DIRECTV customers may activate additional receivers with their existing DIRECTV programming package.

He said that meant that I as an existing customer could activate an additional receiver without extending the programming package that was contractually bound through Oct. 8, 2008. I then agreed to rent another receiver for $5 extra per month.

When the installer finished activating my new receiver June 28, 2008, he handed me paperwork. I read it and came across the same wording. I asked if I was obligated to another 18 months and said I didn’t want the service if that was the case. He said no and said that section was not applicable because I was an existing customer. He said the terms of my agreement were whatever I was told on the phone by the agent.

On a subsequent call to customer service a month later, I was told by a nice agent named Chico that I was under contract for 18 more months. He transfered me to a resolution specialist named Whitney who said there was no way to verify my claims and I was bound to pay $30 a month for 18 months. Then, she said she’d get a supervisor but instead hung up on me. I called back, and an agent named Billy said I could write to the company or pay a $360 cancellation fee.

It seems to me that I should not be obligated to a commitment that I was twice told didn’t apply to existing customers. I specifically asked two employees, and they both said the additional receiver did not extend the terms of my agreement with the company. Verbal agreements are also binding, and it is their responsibility to make sure their employees know and explain policies.

I either have to pay a $360 cancellation fee or 18 months of $30 service ($540).

Here's my story, I've been a Direct TV customer for a little over a year and signed a 1 year contract. I was told by one of their representatives that I was already paying for HD TV channels so I should get a receiver since I have an HD TV. So I go to a local Best Buy and grab a new HD receiver, paid around $80.00 for it. (this is a LEASED piece of equipment that you don’t own but you still have to pay for it, and return it or they'll charge you again)

They TRIPPLED our monthly bill so we decided that we'd had enough and cancelled our subscription. We were past our subscription so we thought we wouldn't get charged. The next month we find that our checking account was negative over $200.00. When we checked our account we saw that Direct TV charged our checking account $355.92 with out prior authorization. We received no bill or notice about this. We were paying by check each month so it wasn't even an auto pay, but after calling and speaking to a manager he stated that when you first sign up for Direct TV you have to give them a credit card or checking account (for billing purposes) for this very reason and we renewed our subscription when we purchased (leased) the new equipment. He used the scenario that Cell phone companies give you a discount on their phones when you renew your subscriptions. I told him yeah but you own the equipment, with Direct TV you have to pay for equipment you don't own and still have to renew your subscription and return the item you paid for or they'll charge you again. My argument went nowhere and they'll never get any of my business or anyone I know ever again. I'm still filing a dispute through my bank.

My Wife and I signed up for direct TV online at their website. We purchased the receivers and paid $319.00 for them, as far as we knew, we owned them, as there was nothing on the site that said otherwise. We received our first bill on 6/9/08 and there were charges for "leased" equipment. I called Direct TV and was informed that we did not actually purchase the receivers, but that they were leased, along with the 4.99 per month charge for each receiver. When I told the rep. that on the site it says nothing about leasing them he said "It does, you just have to know where to look to find the information. They have just agreed with me that they are misleading their customers, I was furious. I called on 6/10/08 because the charges we wrong on our bill and Mandy, the representative I spoke with also told me that the internet leads you to believe that you are purchasing the receivers, it is only when you call in that you are told that you are actually leasing them. In all reality, the $319.00 we paid was a �leased� price, but you only find that out when you receive you first bill.

They also inform you after you are tied in, that if you cancel within 2 years you are charged a $480.00 fee for canceling, plus they also take the equipment that you thought you purchased. It is awful that even the representatives know that there is a problem with the internet site, but apparently no one will do anything to correct it. Direct TV is very deceptive in the way that they lure you in to get your business, but once you are signed up you are locked in for two years, unless you pay the cancellation fee and lose the money you have spent on the receivers. Every month our bill is wrong and they WILL not make it right.

I am furious that we were not told that not only would these charges be incurred but the money we have lost on the receivers. They lead you to believe that you have bought your equipment and all you have to pay is your monthly bill, how wrong that it. I feel like we have been totally taken advantage of and I am stuck in a contract for 2 years with a company that tricks their customers into their services.

Cox Cable Company is ripping me off. They lie steal and cheat from a lot of consumers. Don't take my word for it look up Cox Cable on complaints.com
They’re stealing from me and lying to me. The problem in today’s time you’re dependent on them or satellite to get any T.V. reception.
Direct T.V. witch is satellite charged my credit card and service when I couldn't even get service because of the location I'm at. I didn't realize they where charging me until I open my credit card statement. I couldn't understand how they can charge someone for something they’re not getting.

Cox cable lied to me about my plain and cost and when I called they gave me a parcel credit. When I asked to speak to a supervisor she told me he said, “he’d remove what credit she gave me if I insisted on talking to him.”
Why would any reputable company punish their customers for talking to the supervisor? They would only give a first name, hers was Jackie no ID # I asked her location she said it was San Diego, CA. At first she wouldn't give her bosses name and then did after I was on hold many times. His name was Chris I asked did he have an ID number or ext. She said 3688. I don't know if that information was honest. None of these Cable or Satellite companies is honest. Nobody’s governing them and their practices. What choice does anyone have? You have to pay to watch TV. Even the basic is allot of money and there’s always fees too. Rabbit ears won’t work anymore.

When tried to cancel service, they transfer me to another department and the guy there WOULD NOT LET ME CANCEL he kept me on the phone another 40 min and breaking me down by putting me on hold for long periods and going over different options until I gave in to a different plain. They are Gangsters!
I’ll show you my phone log that when I tried to cancel Cox would transfer me to another department where I would wait on hold for a very long time and then they would disconnect the call forcing me to go threw this all over again. That happened 4 times before I finally got someone. But of course I had to say ask please stop disconnecting my calls.
I was deceived and lied to regarding the cost the first time. Is anyone watching them? I bet Cox and direct make billions ripping off consumers.
I sent this email to ac360.c0m keeping them honest. If you have simular complain I hope you'll email Anderson Cooper too.

I called Direct TV a year ago asked them to remove the XLB baseball package sorry I don’t watch baseball, and my son is off at college. Anyhow Direct TV says not to worry, I called them 6 months ago just to make sure they say no problem. Guess what I go on line to check out some new shows and bang there is a bill for MLB. I’m on auto bill where they hit my credit card AHHHH I called them and they said they would credit my account I asked the whole bill? Nope just this month. Ok I’ll be out 100 bucks I could have used. I say lets email friends & family asking everyone to switch to paper billing and forward it to at least 10 others. It will help cut down on their fraudulent billing which appears to be rampant. Eventually someone on the corporate side will have to wonder why they started haemorrhaging and maybe we’ll see some real leadership. Hey for every person who goes to paper it will cost them 3-5 bucks a month pulled from their ill got gains.

I would like for the Mo State Attorney General (Jay Nixon to view all Complaints Re: Direct TV and Previous Customer Bills, Recorded conversations of False Promises and Gouging charges to Consumer Billing issues. My Direct TV Bill has Jumped from approx. &80.00 per month to Over $120.00 per month, in less than a 2 year period. Service has NOT charged; JUST CHARGES and Billing! They have added approx. an Additional $500.00 per year to my Bill. but definitely not the Service! What can be done?

Does anyone care? This has to be illegal! Is there a way to file a class Action lawsuit? Direct TV Reps have been programed and Directed to LIE to consumers.

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.

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!

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?

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...

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.

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.

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?

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?

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]