The complaint has been investigated and
resolved to the customer's satisfactionResolved Direct TV — fraud and scam
resolved to the customer's satisfaction
We've been a loyal customer of Direct TV going on 10 years. We've always paid our bills on time and used to recommend them to everyone. In the last several years their customer service has tanked and their prices continue to go up.
When we moved at the end of 2007, we used their move services. They stood us up for installation NOT ONCE, NOT TWICE, NOT THREE TIME, but 4 times!!! A manager had to get involved to finally get someone to show up. We took off of work each time to be home and lost time and money waiting until Direct TV decided they wanted to keep us as customers and could find time in their schedule. After each incident, a 'resolution specialist' promised us credits and limited time of free movie channels if we would just be patient and reschedule the move installation.
Each and every bill we've received for the last 9 months has been wrong. They've overcharged us and conveniently left off credits they promised. Each month it takes at least an hour talking with someone who really doesn't care if you stay as a customer or not to finally get the bill corrected. We've even been charged for services we didn't even ask for - the supervisor decided to just add on top of credits. Every month we were charged for these extras she through in and when the time was up on them we were charged a disconnect fee!
I called again today because we again did not have one of the credits listed on our bill and promised for 12 months. The first operator told me that I had received enough credits and should be satisfied. I asked to speak to a resolution specialist and was transferred. The resolution specialist told me that Direct TV would not honor prior commitments to me on discounts even though it is fully documented in their system.
After all these years of being a customer, I'm now ready to cancel. They don't care if they have your business or not and they will lie to you and tell you they'll give you something that either you have to fight to continue to get month after month or that they will just outright say that they've decided not to honor their word. Their customer service stinks, their billing is inaccurate, and they refuse to follow through on what they promise even when they know that they promised it and it was the basis for you continuing on as a customer at the time.