DirecTV
reviews and complaints

on 9/7/2012 a tech came to my house for a service call after a storm blew through. After he left I received 2 emails from direct tv saying thank you for signing up for our protection plan and that my electronic signature had been received. I never even spoke to the teck about a protection plan or sign anything.

From:
DIRECTV
To:
barbiewidner
Date:
Fri, Sep 8, 2017 8:03 am
Account #: [protected]

Dear BARBARA,

This email is to confirm that your work order has been completed as requested. Please retain a copy of this email for your records.

 

WORK ORDER DETAILS

 
Type
 

 
Service
 

 
Activity Number
 

 
1-2P67SO0G
 

 
Appt. Start Date
 

 
09/07/2017 8:00:00 AM
 

 
Technician ID
 

 
MBTX040925
 

 

I agree to the rates and conditions for the Protection Plan as outlined below and understand this is an optional service offered by ATT. 1) I am enrolling in Protection Plan for $7.99/month that automatically renews on a month-to-month basis and may be cancelled at any time. 2) Your coverage and billing begin in one month.
Work Order Completion: I authorize the installation of a DIRECTV® System at the address referenced above. I understand that the DIRECTV System may need to be attached to the building, and the drilling of holes and running of cable are part of this installation. In no event shall either DIRECTV or the installer have any obligation to remove any part of the DIRECTV System, including all cabling, or accept any liability whatsoever for violation of my lease/rental agreement, if applicable. I also acknowledge the DIRECTV System has been installed to my satisfaction.

Your acceptance signature was captured on 09/07/2017 07:53:59

Thank you for your continued business.

Sincerely,

DIRECTV

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My name is Mrs. Henry I called yesterday around 11am to ask about my bill and I had a really rude representative. I have an account which is under my husband and my name, when she asked the name in which the name was I provided it and she kept saying no. Then she asked for account number and I provided it and she says that it was incorrect at that moment I told her that I was going to get my glasses. At that moment she told me that I needed new glasses. That was really unprofessional of her. I asked her to transfer me to a supervisor. I have been with direct tv since 1998 for me to be treated this way. I was able to receive help later on with Tiffany which she provided excellent assistance. I know that all calls are recorded and will like for this issue to be investigated.

I ordered new service to be installed at my new home the other day. I had scheduled the installation for today. The appointment was set for between 12pm-4pm. I received 3 automated calls @ 10:30am reminder of appointment @ 1:00pm to let me know they haven't forgotten about me and the technician would be here by the 4pm deadline and again @ 3:15 to let me know that the technician was running behind and would be here by 4:15-4:25pm which turned out to be a complete NO SHOW! Then at 6:00pm I contacted a customer service rep to find out where this technician was.. she tells me that the technician is no longer available because 5:00pm is quitting time! SO I GUESS WE JUST LEAVE CUSTOMERS HANGING RIGHT? unbelievable! Then! On the same call with that same CS rep, when I questioned why on the App under "track my appointment" does it say the technician is ON SITE? She proceeds to inform me that the installation center supervisor went on and marked the technician "on site" at 4:15pm because the supervisor DID NOT WANT IT SHOWING AS LATE!?!? YOU HAVE TO BE KIDDING ME, RIGHT? Is this how DIRECTV does business? This is just OUTRIGHT unprofessional in every way possible! Then, I've called and requested a supervisor to contact me ASAP tonight and promised by 2 separate reps that I would be contacted by a supervisor. Once again! DIRECTV failed to take care of a customer. Then at 9:00pm I called back to the CS 1800 number and this CS Rep named Elliot makes ZERO attempts to put me on with a supervisor and then tells me that the best he can do is reschedule the appointment for the 1st available day which wasn't until NEXT THURSDAY 9/14! Then when I DECLINED that because is that's completely OUTRAGEOUS to make me have to WAIT an additional week, he replies to me, to take or cancel your order! Then he hangs up on me! I seriously can NOT BELIEVE the complete LACK OF CUSTOMER SERVICE with DIRECTV. I'm giving your company less than 24 hours to MAKE THIS RIGHT or I will take my money and business ELSEWHERE to a company that WANTS me as a customer and will TREAT ME with a little respect! Good Night!
John C.

I moved to a new state this year and decided to go with DirecTV. The sales person lied.. about almost everything! We were told our equipment would be free... Yet my package is $65 and somehow my bill is $300+! Then my husband calls cust Serv and gets hung up on.. I call 4 times and they told me the 4th time that I already spoke to a supervisor! No. I asked for one Everytime I called and never did I actually get to talk to one. Now it's a "billing issue" that is somehow my problem to solve not theirs. This is the worst service I have ever had!

I been having issue after issue with Direct TV. I been a faithful customer for a 1 year in half. When I enroll to their service the Rep promised me a $500.00 Visa. A few months ago when I remembered I never received the $500.00. I called them and mentioned my $500.00 and they said you never send paper work to receive your gift. I told the Rep no one ever mentioned that to me during the enrollment. During the enrollment the Rep said you will received your $500.00 in the mail. I requested for them to review the call and they said they were going to contact me back it’s been over a year and still have not heard. This past July I notice charges in my account that I never requested I called Direct TV right away. They said I requested the Stars Movie Package I said no I never did. I was very upset they made the changes on my account and told me they were going to investigate. A few days later I reach out to them for an update and they said they were still investigating. I said wow and mentioned my $500.00 again and the Rep said Direct TV is still investigating regarding the Visa.
I just came back from a vacation and noticed my account was past due with late charges. I called them this morning asking why is this happening since I have Auto Pay. My card did not go through and I know it’s not true because all my payments got process. I never received calls or emails to notify me. They waited for my bill to get higher to contact me. I'm beyond disappointed with Direct TV. Poor follow up and customer service.

Account #[protected]
I called on 9/5/17 to Cancel/Close my Directv account. I've been with Directv since 2012, so, I'm not on a contract.
I'm cutting-the-cord and did not require DirecTV's services anymore.
At approx. 4:45-pm, I was put into contact with Ashley in Loyalty. Short-of-the-long, she convinced me to stay with Directv with a very nice counter-offer, however, it entailed a 1-year contract. Besides being extremely over-priced, one of the big issues I have with your company is the constant shifting of dollar amounts, never having a constant amount month-to-month. It seems I have to call Customer Retention every month or so just to try to take advantage of some type of discount. I told Ashley if Directv EVER shifts the amounts higher, I'm done with you. I want a comparably priced plan to that of cutting-the-cord, using Netflix and Sling.
So, Ashley convinced me but I was still apprehensive. She informed me the cancellation penalty is $240, prorated over the 12-month contract at $20 per month.
I'm not thrilled but am willing to give it a chance.
She passes me to Stephanie in the Verification dept. to verify, as a 3rd-party, the deal just made.
Stephanie repeated the same things Ashley stated except for one - the cancellation fee. Stephanie informed me its $300, not $240.
I went back'n'forth with Stephanie and tried to tell her I was told $240. She stated I was wrong and the cost was $300.
There ya' go!
DirecTV is doing it again, and I haven't gotten off the freakin' phone nor completed the dang deal!
WTF!
You people screwed me over before closing the deal?
Needless to say, I've had it. I told Stephanie deal is off. Pass me back to someone so that I can simply Close the account and get rid-of y'all.
By now, its approx. 5:30-pm. About an hour to simply Cancel the account due to the crap just handed-out to me from your employees.
Basically, your company has a communication disconnect/gap regarding policies.
You "almost" had me but you screwed-up.
So, I have to give the sob-story to another CSR. This CSR states the cancellation fee is $240, not $300. Oh well, not well trained people if one says $300 and the other $240.
I told him forget it, I've got to go, so, just cancel the da#n account. Directv has wasted my time.
He asked if I could hold-on while you went to obtain a supervisor. I told him 2-3 minutes then I'm gone.
10-minutes later, nothing.
I hung up. Worthless.
5:45-pm. An hour wasted with nothing to show.
I took care-of my chores and was ready to head-out when I decided to call and try to Cancel.
Approx. 6:10-pm, the CSR tried to keep me with Directv but I was done. She ordered the Cancellation which is scheduled.

DirecTV needs internal training and centralized communications to keep employees up-to-date and in-sync with policies.
I almost stayed with DirecTV, however, when verification quoted the higher amount, I knew DirecTV was going to ream-me down the road.
DirecTV is untrustworthy and cannot be trusted, even while in-process of closing a deal.

Would I consider coming back to DirecTV?
It will take a helluva deal, with NO contractual agreement, to get me back. I'm back down to less than $40/month for the things I'll be watching, better than DirecTV Now.

I am being billed by directtv for $110.21
I do not owe this the last girl I talked to said it was for something that happened in
April she did not specify the year
If it was 2016 I was current on my bill for april may june july
At tel # [protected] living
In august the 15 baton rouge flood hit
My direct tv was suspended
If she is talking about april 2017 that was 10 months later
After the flood

I have spent 4 days talked to 17 people waited in line 9 hours for supervisor one day - and 2 hours today. Everyone says something different
I have been with att for over 30 years and have been an excellent customer

I want to get a hotspot however until this bogus charge is off my account I cannot get my hot spot

Please please take this off my account this fantum
$110.21 today 9-5-2017
Or tell me exactly what it is for

I am a flood victim and have had not directv at my flooded house since
Aug 15, 2016

Please tell me you did took this off my bill today 9.5.2017
[protected]@bellsouth.net

So that I can order my velocity

Or you can call and tell me [protected] my account #

called on August 16th to get my my DirecTV service moved from 126 North 9th Avenue in Brighton Colorado too 9751 East 113th Avenue, and Henderson Colorado 80640. So far I've had at least eight orders written on this. 3 installer technicians come out each one of them having a different reason why they could not put in the service. It's sad to say that is costing you an awful lot of money to keep having people come out and not do anything. One service tech even drove down the block after he talked with me and was driving away. Another service tech said he would be back and never showed up the third service tech said he would be back and never came back and I had to call back in to change the due date again which she had already told me that he had changed. I'm really concerned that your service is not very good good for your business. Look at the money and time you've wasted I'm trying to get one person service in. Everytime I call in I get someone new and they start all over again in the order does the same thing again they can't seem to get it right and can't seem to get it going. Each time I call and extend it out another week to two weeks. Please help me because I can't seem to get it in. Phone number that is on my account is [protected]. This is been going on for almost three and a half weeks it's about time that someone steps up and gets my service move or I will force me to go to another service where I can least get my my TV moved. This is very very poor service.. I have never seen anybody try and get out of doing a job in my entire life as bad as this has been is this if this is the way your services I feel sorry for you Maybe why people are going to different are going to different satellite services. It shouldn't be that hard mount a disc on the side and set it up. Please let me know what you would like to do I was supposed to have the sales the person come back Wednesday. But they moved the supposedly moved it on another week. I can't see why it is so hard to put this in I'm just so dumbfounded by this. Please advise me.

The operater (John) told me someone would come install my service today. I spent the entire day waiting on the problem to be corrected. I ended up with bad customer service and a change of heart about giving my hard earned money to directv. I cancelled everything because they were inconsiderate due to their mix up. Ridiculous service! I was transferred to every department twice. I spoke to more than 7 operators. The installer was more than willing to come install the satellite but it took more than 5 hours on the phone with everyone. My email stated my service would be installed sept 2 not sept 10. I had wifi installed the other day and it was the correct address given to them. I don't know how directv missed that address. This has been so frustrating that my blood pressure has been elevated because of the stress with the directv/att lack of service.

Shame, Shame on Direct TV and their customer service. I am writing this concern because of several correspondences I've had with Direct TV. I received the NFL Sunday Ticket package last year for free because I switched to Direct TV. I have been with Direct TV's partner ATT for many years. On August 1, 2017 I called Direct TV to inquire about purchasing the NFL Sunday Ticket again and after a lengthy conversation with the representative he stated since I was a loyal customer, he will give me the package for free again this year. I called again on August 31st because I notice Direct TV billed me for the NFL package. I spoke with customer service member Lyn and supervisor Aubrion M. who both told me I was not issued the package for free. I expressed my concern why your representative misled me and lied to me of my offer. They could identify my correspondence on August 1st, but could not identify the representative or the contents of conversation. I have already scheduled some Sunday football get-togethers, which will now be canceled. The supervisors were not in any position to resolve the concern and only expressed the talking points expressed by your company. I was patronized and was not satisfied with how your employees handled the situation. In my frustration, I requested the package be immediately deleted from my account. The supervisor offered a $50 discount on my current bill and to delete the package from my bill. Today, I had to call ATT/Direct TV again to express the supervisor only subtracted the $50 from the bill, which still had the amount owed for the Sunday package. The incompetence and poor customer service I received, along being misled was very upsetting and I will probably be looking for another company soon. It is a shame that an always very loyal customer to companies was misled. I believe training for your representatives is needed, with an emphasis of resolving customer's needs.

Sincerely,
Soon to be former-loyal customer
Henry Straub
[protected]@sdccd.edu
[protected]
Account #[protected]

Our family was a loyal DirecTV customer from 2001 to 2017. After 16 years of service, we elected to go with a new provider. Mainly because we disagree with the way "loyal" customers are treated (eg many perks for new customers while existing customers receive very few incentives).

I called on August 3rd to discontinue service with DirecTV. This was after already establishing service with another carrier and having physically disconnected all of our receivers. When I called to cancel, I was assured by the rep I would receive, within 7 days, return labels and it would be my responsibility to return our receivers and equipment within a set amount of time. Fast forward to last week (8/17). My husband called to inquire why we had not received the return labels and was told the account was still active but he was not authorized on the account so they couldn't speak with him. My first availability to call again was yesterday (8/31). I was not concerned as I had detailed notes regarding my prior conversation on 8/3 and request to cancel service. After going through the automated service and being transferred 3 different times, I finally landed with a rep who once again asked me for my name and address (ridiculous to have to repeat this every time you get transferred somewhere else). This rep was respectful and simply trying to do her job, however, here's where DirecTV crossed the line. The rep advised that she could see the notes from the other rep and that I had clearly called on 8/3. However, the termination fee had now increased from the $130 I was quoted on 8/3 to $240. When I inquired why, I was told "the other rep misquoted you". I was also told that the cancellation only goes into effect "today - 8/31" as the rep cannot make the cancellation retroactive to when I actually called on 8/3. Are you kidding me? You have notes that I called, your rep didn't do their job and now I have to pay more for a service I clearly did not want, had requested was cancelled and did not use? Not ok. I asked to speak with a Supervisor. I was placed on hold and while the rep continued to check back with me from time to time, after waiting another 18 minutes, I let her know I had a prior commitment and could not wait any longer and that I would be disputing the bill - which I intend to do.

DirecTV/AT&T - you need to get your act together. Wonder why people are leaving - here's a prime example. Upon receipt of my closing bill, I will be disputing it and will not pay more than the $130 quoted to me on 8/3.

Want my DirecTV account #? I welcome someone actually looking into this and offering some resolution. My account # is [protected]. The phone number on the account is accurate.

In Early 2016 I was with AT&T Verse and was having billing problems and was told I could switch to Direct TV because it was now a part of AT&T. Having no idea that it was going to be a two year contract. I was not going to be living in that house for 2 years and would not have knowingly signed a two year contract.
Now Direct TV turned me over to a third party collections for $198.00 and I do not feel I owe them anything.

Dear Direct TV Management,

I am truly disappointment in your company. I had a new install scheduled for Saturday August 26th from 12:00pm to 4:00pm. No one showed up for this appointment and I did not receive a cancellation call. I called number [protected] at 4pm on August 26th to report the no show for my appointment. I was informed there was nothing they could do but to rescheduled me for 9/2/2017 from 8am to 12pm. I called direct tv on Monday August 28th at [protected] and spoke with someone who said that was not right what happened. I was given a $50.00 credit towards my future bill and was told someone could be out to my home on 8/29/2017 from 12pm to 4:00pm. I took off work on the 29th from 12:00pm to 4:00pm and again no one showed up to install my direct tv. I took four hours of vacation leave to have the install done. I never received a call from direct TV. I then called direct tv at 4pm at [protected] and spoke to several people. I was transferred 3 times and was on hold of a total of 1 hour and 40 minutes. The third transfer I spoke to a supervisor who disconnected me and never called back. I then went online and did the chat services. The chat services had a supervisor call me but he could not assist me because he said he was from the billing department. He told me to dial [protected]. I dialed this number and spoke to two different people both of which said they were unable to help me. A man named Hector said his supervisor was busy on another call and I would be called back. I have yet to receive a call back. This is just terrible service and I would like someone to address this immediately. My cell number is [protected]. My address is 1675 Vernon St Unit 18, Roseville Ca 95678. I just called direct tv and they would not give me this email information. I had to plug in complaints to direct tv into google to get this email.
Sincerely,
Misty Sampson

When we signed up for the switch to Direct TV we were told we basically had to. ATT was switching all customers to Direct TV. OK we have been a customer for a lot of years and did not have a contract We were told that same deal would remain
When we got the bill we noticed that they signed us up for a 2 year commitment My wife phoned and complained that we never signed up for a commitment of any kind They said they would get back to us
they never did
I phoned again and they said we signed up for a 2 year commitment We did not I told them and they said there was nothing we could do
I am disgusted with Direct TV and want out of this deal and want to leave Direct TV ASAP

I Called direct TV to upgrade to a 4K box but the told me that it would cost $299 just to upgrade, they informed me that I am a new customer which I have been with direct TV for about 5 year prior to deploying once I came home they are claiming that I am a new customer once I returned home. So clearly Direct TV does not support the military. I would greatly like Direct TV to contact me to my acct number is 7085058 and my number is [protected]. I spent an hour and half on the phone talking to 3 customer service reps to resolve the issue with no resolve. When I asked to cancel their service they told me it would cost $421. Direct TV is ripping customers off.

I signed up for HD service one year ago and now I find out all I am getting is 480p. I contacted Direct TV and all I get is a run around. I have called the problem line and I have spent hours on the line trying to resolve problems on multiple times. My first 3 attempts to question extra charges on my bills ranging from $40 more to $60 was a waste of time. After they state the problem would be fixed nothing ever happened. Just continue charging more each month. Now I find out I'm not even getting HD. Last week I spent 45 minutes taking to the ATT/Direct TV person about lack of HD and all I got was another run around. I would call it Fraud!

Hello my name is Maira Calavazo my phone number is [protected]. I ordered the fight on Saturday Maywether vs Mcgregor because we had family over. We were not able to watch it on the living room where all the guest were. I was calling and calling technical support and they kept on hanging up on me.. we decided to go out and watch the fight since we were not able to get ahold of anybody at DIRECTV and later finding out that the fight had been ordered on our bedroom tv not on the living room like we had ordered. I am very upset because I paid $100 on my Visa card. I have ordered fights before didn't have a problem until this weekend. When I try calling DIRECTV for help their not there to assist us. When I call to get refund they tell me they no longer can give me refund or credit. I then hold for 30 mins to speak to manager Jessica ID# JT852B to just have her tell me she isn't able to help me that because there is no telephone call on record she can not do anything. I am very upset and will be cancelling my service becaus it seems they only care when we owe them money but never there to help when we need help. Very dissatisfied with the way of handing this matter.

I was charged for ordering and viewing the Floyd Mayweather fight which was broadcast on Saturday, August 26, 2017. I did not order, nor did I view this fight. My account has a been charged $99.95. I spoke to several representatives who all said the same thing, that the fight was ordered by telephone (which I don't understand since I only order using my remote control). I've also filed a complaint with the BBB in hopes that this will be looked into and hope to prevent this from happening to me again, or to anyone else.

I would like to have $99.95 removed from my bill.

Our first request for channels and what we were told we had in a package did not match when our installation was set up. We requested BTN and Fox 1, no NFL, no HBO. No Showtime and no Cinemax. We were told this was all on the Entertainment package, not true. We were also told the agreement and credits matched for 24 months, again not true.
Today I had call back to correct/upgrade to get the channels we wanted and go the Choice package with additional fees. This was a 24 month agreement but only 12 months of credits. So different from what the initial agreement fees were that we agreed to.
Plus in our initial order we had to give credit card information for $1, and $90 fees charges in the initial activation which was charged to our banking account. Today the upgrade package conversation with your rep stated none of this showed on our account!
Very disappointed to find the DirectTv does not train it staff better and we keep getting additional fees just to get service.

I absolutely hate every single thing about Direct. Since day one nothing has been right we've called countless and countless of times to try to get answers on why our bill is never the same. Always way higher from what we signed up for. & Not just a little over about 100 to 150 dollars over. I'm not the only one with this problem. Almost everyone I know pays like 200 for what? Pathetic to. We don't have anything special no Cinema star's hobo nothing. No movie channels no NFL tickets nothing. Just basic to but yet it's about 200 every month? I've called & called & it's oh yea well fix it but never do. Now we're dealing with the tv constantly going in & out. The service absolutely sucks. I can't watch tv right now because it just starts freaking out. Called? Of coarse not there fault the instal guy should've found a better place. I just hate everything about them. Will NOT recommended to anyone I know unless I absolutely just hated them. Can not wait to get out of this stupid contract literally counting down the month then going to throw this box out the window. Do yourself a favor & don't get trapped with there stupid ads seriously read the fine print. You will regret later I promise