DirecTV

I HAVE MAILED THIS LETTER IN TWICE WITH NO RESPONSE!

Direct TV
Office of Gen. Council
PO box 915
El Segundo CA 90245

To whom it may concern:

About one year ago, Direct TV changed their programming guide and we started to experience great difficulty with all of our televisions. The symptoms include freezing picture, pixelating, loss of color, and losing 4-k.
 

The first technician that came out (approximately one year ago) stated that the changes in the computer programming guide was part of a larger software package updated and improvement and as a result they were having large numbers of difficulties all because of the new programming software. In the field, technicians were strictly asking for us to be patient while DirecTV worked out the problems.

After about two months, I called back. Again the technician who came out stated that they were having a great amount of difficulties with the new software program and that they were not able to fix all the problems in the field but there were some things they could do to correct some of the issues. He also recommended that I subscribe to various insurance plans to make sure that all equipment was protected from failure.

This scenario repeated itself about a dozen times. Every single technician sent to our home by DirecTV stated all the problems we were having were because of the new Programming software and suggest replacing in home direct TV equipment with other kinds of equipment that was owned by DirecTV.

One of your technicians suggested replacing the for 4-K boxes
I agreed to do so. Since then we have had other technicians explain that I needed a new genie box and that sometimes would help some of the problems.

And yet again another technician suggested that I reinstall the 4K because they had issues and since I have 4K TVs maybe a regular box would be causing a problem

So much for the technicians now let's talk about what the people who answered the phone would say.

Direct TV stated I would receive a $35 a month credit on my Direct TV subscription package. This was told to me at least six times!

Another technician came out and changed a piece of hardware, in an attempt of improving the 4-K. The very next day we no longer got any 4-K. I called DirecTV frequently; several technicians came out and every one continued to blame the new computer programing, and about the software programming, The people on the telephone have absolute no answers and no idea why I lost 4K reception. Technicians verified losing 4K reception. The technician would call DirecTV trying to figure out why I lost all 4K K reception

Several weeks later I got my bill and I noticed that I no longer receive the $35 a month credit. I've made several calls every time I was told that the escalation department call me back, on most every call this same thing told me by DirecTV.

 That they either one had no idea why but $35 month credits stop and I would receive a call from the escalation department.  I was told at lease 14 times that I would be called by the escalation department. The escalation department never called me.
Two stated that the $35 credit stopped because I called in too many times
Or that my $35 a month credit would be again be applied to my account, and I was told various times I would receive a new $35 a month credit for one year, several times I was told for two years

During several of these calls I was promised that I would be receiving a TV antenna that could be attached to the Direct TV equipment. I never received a TV antenna.  One time I did receive a phone call from DirecTV, the person I was talking with was not from the escalation department had no idea what the escalation department was, but continually told me but I would be receiving three months free HBO package I believe he said it was 24 channels, I could be mistaken by the number of channels. Direct TV's offer was very kind but has no value to me

I'm to the point where I've asked to cancel my Direct TV service, after 20 years of doing business with you. The agent who I requested to stop service told me that there would be a significant fine that I would have to pay because the equipment had been replaced so many times

 I believe that DirecTV has failed to provide the services that they have promised I would expect one of the following

Be able to terminate my agreement with DirecTV without paying any kind of surcharge because DirecTV has failed to provide me with the services that I've been paying for
Or to make good on there're many statements promising me the following
$35 a month credit to as recognition of DirecTV's failure to provide services that I've been paying for

The TV antenna but I have been promised at least a half a dozen times so I can get the local channels

I was promise free movie package of about 24 channels including HBO and SHOETIME I'm not concerned about this one way or another but you should know that somebody claiming to be from Direct TV called up promising me this HBO package.

Sir I think you will agaree this is a comedy of errors and is Direct TV's fault. Direct TV has not fulfilled its part of the bargain, failed miserably by installing new software that does not perform. According to technicians, DirecTV knows about these problems and has yet failed to find remedy

Hope to hear you're from you soon

I HAVE MAILED THIS LETTER TWICE WITH NO RESPONSE !

DirecTV has dropped several local channels (CBS) from our plan, however we are being charged the same. I think they should credit us for the channels they have failed to negotiate with! We watch a lot of programming on CBS. Why are we paying the same for less channels. These are local channels also, they provide important information relevant to where we live. Weather, crime, etc...

Cancelled my 2 accounts & signed up for 2 new plans, which started on 6/12/19. Acct plan for 295793110 was 2 yr plan at $45/mo. with $200 visa card; 2nd acct 295794429 was 2 yr plan at $35/m. with $200 visa card. What i was given was 12 mo plan for both, mo amt was not the same, & did not receive visa cards. After calling & going to their location for over a month & being told they had offered me that plan & it was their responsibility to see that I got what they offered me, it did not happen. I have made all the calls to att to fix mo charges, remove items that were not suppose to be on my bill & contact promotion group to have my visa cards sent to me. The last contact with Amanda in att clifton park, she said 1st year was at price given to me & 2nd year it will double, yet after 4 to 6 calls to Omar & Amanda they kept telling me they would fix the 12 months to 24 months. I was never told the 2nd mo pricing would go up. On many occasions they said they would call me, left messages for call backs & never got calls. They absolutely gave me information, that they reneged on! If all of this was not bad enough, when I gave them my personal info it came up with some person in Connecticut named Minaver who had an outstanding bill, Amanda said I she could no longer set up everything per phone & I had to go in because I would have to sign something to straighten this out, sat on a high stool for over 2 hours, called global fraud & was told the problem was with directv & it was up to them to separate our info, amanda said she would call me when straightened out, never did. I am retired 25 yr att employee & am 74 yrs old, after sitting on high stool for over 2 hours I left with terrific back pain, which should have never happened, because I did not have to sign anything & went in for no reason at all. They also set up one of my accounts for 1 box, after i told them 2, tech made changes day of installation. I have been long time customer to directv & love your services, but when I first signed up for my 2 accounts, I was also given information that did not happen. After trying to have clifton park group make grood on their plan offer I had to give up & live with the monthly pricing they gave me, but at least they stayed true to the 2 year plan offer at the same monthly price through out plan. I also was told by directv, that they were a retail store & should not be able to give me a plan. I know this is long, but there was more I left out. I sincerely hope you can make things right! thank you Patti Zecca [protected]

We, directv customers. are all very angry about you removing the local fox 4 channel from our viewing. Your refusal to put it back on after weeks of complaints and customers going to other providers is costing you millions. I, too, along with thousands of others, will join those who have switched to dish or other providers and directv will lose millions more if you don't put our local channel back on the air.

We have be long time subscribers of Directv. Since ATT took it over your customer service is the worst in history! We try to call to get problems taken care of and cannot understand the people on your end. If we could get Directv without using ATT we would!
By God, fix the problems!
And now trying to send in this compaint it stated my message was too short. So now I have to set here and think up other crap to send.

My complaint falls under the failure of your equipment working properly! And also the failure of your technicians to follow through on service at my home! This includes the service cutting off each day and service not returning up to a day, this happens even after a technician coming to my home! Today, July 24, 2019 a technician did not show up on a customer home call and said that there was no one home, untrue! Each time I have called to report a problem, there is a recording that goes on and on, and when the call is answered the in house technician go through the same piece which does not solve the problem! This is so very irritating and costly for service I do not receive to solve the problem on this particular problem, it has been a week, problem not solved! I am in a contract with your business which will not release me until 2020, in which I think is unfair because I am not receiving service promised! I am not able to watch any TV and the technicians are not solving the problem! Something needs to be done in order for your company to honor my contract of service! I would appreciate you responding to mu unfair treatment from your company! There are other options but I am asking you as a customer probably for over 20 years to honor my request to get the service I am paying for each month!
Sincerely,
James and Birdia Chapman
Birdlady48 @aol.com
PS: Waiting for a reply!

Recently when I went to put on my game shows on channel 62 all I got was a blank screen saying that CBS has taken channel 62 off of my channel lineup. Why I have been paying my bills on time? This also appears when I put on channel 50. Does this have anything to do with CBS taking off certain channels and these are the shows I watch in the morning as well as the evening on both channels. Could I pleas have a decent answer or minimize my bill of channels I want and don't get.

I had DirecTV installed about a month ago, along with Hughes.net satellite service at your recommendation. When I found that Hughes.net could not live up to their promises and that DSL in this area is worthless I decided to go back to Spectrum cable. Than I found that the DirecTV installer cut every coax line in my attic except the one they wanted to use. Now I can no longer use a cable box of any kind in any room except the living room. DirecTV did not install those coax lines and had no legal right to cut them. Now I have to PAY someone to replace them if I want cable in my bedrooms. You damaged my private property and you answer that with a $300 bill for cancellation? I will be sure to warn everyone I know and anyone I can reach using this computer. If you want to make good on this, which I very much doubt you will do, you can send me a check for the $300 I have to pay for cancelling DirecTV and the $400 Hughes.net is charging me for cancelling their extremely poor service.

I have been calling direct tv for 3 months now to try and get my refund for my services. We were going to set up directv and decided to cancel it in May, $118 was withdrawn from our bank account and every time I have called which is now 5 different occasions, I get the run around. I keep getting the same thing every time that they need to process a refund request. They have now done that 4 different times! I just want my money back it has been 3 MONTHS. Directv is a scam, no one at customer service knows what's going on and there are NO SUPERVISORS. Why is such a huge company trying to keep my $118? I'm reporting to BBB.

email [protected]@gmail.com to resolve

She hung up on me during our conversation. Please have someone call me so I can cancel my service from this company, this is not right. [protected]@frazmtn.com leave a number and I will call you, thank you

While telling her my issue she wanted my address again for the fifth time, and I said I had given it five times and she hung up that quick. I need to talk with a supervisior asap.

Attached is a billing document I printed off your website yesterday. Unless my adding machine does not work, the total of $224.01 is incorrect and should be $171.46

The receivers I actually have are:

SKY BEDROOM, RECEIVER ID 025179304537, SERIAL D33HE3HM112694, MODEL HR44-506

THE RECEIVER FOR THE WALKOUT WAS RETURNED TO DIRECTV FOR REPLACEMENT, WHICH HAS NOT BEEN RECEIVED AS YET

THE RECEIVER IN THE KITCHEN, ID 0330 7562 3976, SERIAL G06DA1CV00345

THE RECEIVER IN THE MASTER BR, ID 88:F7:C7:48:76;B5, SERIAL A35LC3RQ100029, MODEL C41W-100

But I am being billed for 5 receivers, and have never had 5 receivers nor 5 Tvs.

I have no idea what the two "advanced Receiver Service is for and would like it explained.

Nor the Protection plan, the Access Fee, Regional Sports fee, the Movies Extra Pack and would like them explained please.

My address for response is Alan Vaughan, 6480 W. Sumac Av, Denver Co 80123, [protected]@aol.com

Please do not phone me, I want a written response, please

Direct tv sent someone to my house to put a new dvr in because mine was bad, I was told to give mine to the repair man "Chris" ID number MAFL 991702 Which I did. I am now being charged by direct tv for this piece of equipment $153.00. I have called them many times and have been assured that everything is fine that I would not be charged. GUESS WHAT ITS ON MY STATEMENT. I have been a customer of direct tv for over 10 years, and also not getting NBC because of their greediness right now. Someone better be getting their act together it's so frustrating. if I knew someone to call besides their nobody's that don't help I would, but there is absolutely no one and no way to find another number. I have even talked to a manager before being charged.

We moved into our new home in May 2019, we have had direct TV for over 10 years, and moved once before. AFTER the move we received a bill for $199 moving fee. WE NEVER were told there would be this kind of moving fee, as we would have changed to DISH.
We had the equipment as we were told and the tech came to install with no mention of this fee.
I spoke to a service rep on the phone and Direct TV was to send me where I signed for the $199, yet no such proof.
I paid our bill less the 199.
Below is the email received today.
As stated on all of your advertisement "pick up your equipment and move". This is out and out fraud.
Please send contract that was signed stating there was a $199 moving fee.

Paul Lake
[protected]
YOUR ACCOUNT: PAYMENT IS DUE

Account: [protected]

Dear Valued Customer,

We noticed that you missed your monthly AT&T payment which was due on 7/16/19.

Your balance of $198.9 is currently due. For your convenience, we offer a variety of easy payment options below:

Make a one-time payment Online.

Interactive Voice Response System: 800.288.2020

Find an AT&T retail location near you

Thank you for your continued business and we appreciate your prompt attention on this matter.

If you already made payment, please disregard this reminder.

Sincerely,

AT&T

I would like someone to contact me and let me know when my contract is up with Directv. I have had nothing but issues since agreeing to bundle my services and use this cable company. And now with all the money you get paid you take away one of the main channels I watch with like a weeks warning. This is beyond bad customer service. Either bring back CBS or I as am sure many others will be looking to cancel services with your company.

Amanda Brooks

I can't wait until my contract is up so I can cancel this junk. It goes out if there is a sprinkle, wind or anything. I will never give direct tv a recommendation. I was told it had improved, that's a big lie. I pay way too much for the service I get. It's a good thing I don't have them as internet or I would not be able to make this post since the tv has been out for the last 20 minutes.

This week Direct T.V. / Infinity / ATT has canceled CBS Channel 5 in the S.F. Bay Area, Why ? Channel 5 in the Bay Area has the best programing, also sports programming, I canceled Dish after 10 yrs because all I was watching was reruns, now I've lost the primary channel in the S.F. Bay Area . I guess its time to try Sonic . I'm also paying extra to watch local sports ( ie. ) S.F. Giants and Oakland A's, I can't find there broadcasts on any channel on Direct T.V., same old scam, give me a $100.00 gift card for changing to Direct T.V. and then screw up my viewing .

9 weeks ago they came out and upgraded my equipment they put my new dish on the ground on a temporary stand and added new cable rolled it up and threw it on the ground and told me it would be 2 weeks and someone would be out to put in a post and bury the cable. Well here we are 9 weeks later and nothing has been done and when I called they told me the ticket was closed so now he told me it would cost me to have it finished. I have a paper they sent me my up grade was at no cost to me. What do I have to do to get this resolved. If nothing is done by the end of August I'm going to cancel my service and go with another provider both my dish and phones

Why is it that we keep losing channels and the cost keeps going up? We lost channel 3 CBS which we watch all the time. You get no help when you call and they want to just charge you more for the lost channels. I have been a customer since the late 80's and they don't care at all about us. I am thinking about going to verizon since my phone and internet at from there. Any suggestions?

In March of 2017 I entered unto a 2 year contract with Direct TV, together with ATT. In June or 2018 I moved my service to a different address. In my new home I began immediately having trouble with connectivity issues with some of their receivers. They came out many times and replaced some of them but the problem persisted. After continuous complains a technician was sent out to my home and told me he was going to replace with new equipment that would resolve the connectivity issue. He did, and the issue was resolved, no more dropped signal. He said this was new improved HUB and they it could also allow me to install more Genies, I never needed or ordered more Genies. On the following statement I noticed that my automatic paid bill with them had been increasing every month, a total of $100 over what it was a year earlier, so I called to dispute. When I was told it could not be lowered I asked to close my account since the contract was now over 2 years and I was month to month. They told me I could not because my contract had been extended until 2021 by them installing that equipment in my home. I never asked for the equipment, I was never told the equipment would tie me into a contract, this was done deliberately, and they did it the same month the 2 year contract was over. For the last 3 month I have been calling their Loyalty Department and 2 other reps told me not to worry I was not on a contract and they would lower my bill. Today my husband, who is authorized on the account, called and advised that he was recording the conversation, now they refused to acknowledge the other persons we spoke to and the fact that they assured there was no contract. They say on the day on installation of that new equipment, the fact that I signed an I-pad, put me into a new contract. I signed the I pad because the tech said it was acknowledgement of new equipment installed, not new contract. He just gave me a screen with a line to sign. This is intentional fraud, I was duped, deliberate theft, not only on the day of the installation, but on all my follow up calls regarding the issue for the last 4 months where they assured all was month to month, not until I said it was being recorded. I have detailed notes of my conversations with Marie and Lorenzo in the Loyalty Department in Las Vegas, and today with Shantell and Francisco in New Mexico. None will give last names or extensions, and as evident in the recording, simply ignore the fact of what I was told by others. On July 1st, 2019 there is a credit showing on my bill, received by Lorenzo when he admitted that the notes said I had spoken to Marie and that she had offered credit. These 2 also admitted that they would have felt duped and understood but said not to worry, no contract. Today, the other 2, Francisco and Shantell said they did not see that in the notes. I was told the only way to close the contract was to pay $400 or $20/month of remaining contract. I asked how much for the most basic package, he said $27/month. Id rather pay that and get another provider for my premium channels instead of giving them the pleasure of STEALING from me, after always having their premier package, for the last 21/2 years in my name, and previously since 1999 in my husband's name. By forcing me into this contract I have thus far lost $1, 035.00 and will lose and additional $800 or so over the next 20 months. THIS IS BLATANT FRAUD AGAINST THE PUBLIC AND SHOULD BE STOPPED.

FOX is one of the major channels I watch.. or used to watch. They dropped this channel now depriving me of a channel that was on the channel list when I joined. They dropped the channel but not my bill. I'm paying for a service I no longer enjoy. I have started a campaign in my neighborhood against direct tv. I would NOT recommend them to anyone. And in fact when I see a vendor in a store trying to sign people up I make a point of letting all potential subscribers know that what there selling isn't what you get.. my subscription will soon be over and I will be dropping this service. But not my complaints, .