DirecTV

I sincerely hope my note reaches at least one person or executive for DTV that will take my situation seriously

and respond with your thoughts on why this is happening and what can be done about it for myself and other

future impacted customers.

I received several emails from DTV concerning my outdated receiver and that I would lose service to some local

channels... and other channels if it wasn't replaced in the next few months.

On 8/17 I called the service department... spoke with Shira and she explained that my old receiver would not

receive the proper signals from the satellite because that part of the satellite would be shut down. She also said

I would be permitted to keep the other receivers I have and only this one need replaced, so I placed an order

ID #[protected] for a tech to replace this between 8AM and Noon on Thursday 8/25 and I received an email

confirming this.

Unfortunate details of my Thurday 8/25 experience:

I received 2 calls from DTV the night before (on 8/24) to confirm I was okay for the tech

to come the next day. Each time I was asked to press 1 to confirm... which I did...

Also on 8/25 I received an email confirming the tech would arrive between 8 and noon.

Then... at 10AM I received another email saying I was still scheduled for tech to

come before noon. Received another email at 11AM saying the same thing. Received

a 3rd email at 11:43 indicating tech Jonas H was on his way and would arrive between

1:10 and 1:40... but nobody came or called with any update

Around 1:45 I called the number on the bottom of the email and spoke with John. He

indicated the records he was looking at indicated the tech was at my site... but nobody

was here and I didn't leave the house all day waiting for him.. Rep (John) called dispatch

and they cannot get Jonas to answer the phone so they called tech supervisor and they

could not get Jonas to respond either.

Rep (John) said Jonas supervisor would call me within 30 minutes (between 2:30 and 3)

with an update. I received no phone call from anyone. A little after 3 rep (John) called back

to see if anyone showed up or if the supervisor called... and I told him nobody came or called.

Rep (John) said he would call me back at 4:00 to reschedule if nobody comes today... it is now 3:15...

At 3:30 Jonas called with a very confusing explanation... something about being tied up practically all

day on the same job... having technical issues getting something to work... and various other details that

I had no idea about what he was talking about. He also was all over the place with his explanation

making absolutely no sense. His sentences started and stopped and he just jumped around all over

the place. Finally he said since he didn't make it that day, he would make my appointment the first one

the next day which was Friday 8/26.

Details of my Friday 8/26 experience:

Since I was to be the first stop for Jonas and not sure what his starting time was with travel time etc.

to my location, I waited till about 9:30 and since he wasn't here yet, I again called the same number on

the emails I had received Thursday. This time I was transferred all over the place from tech support to

the loyalty dept to legacy dept (Nash) and a few supervisors (one was Rain) I requested in between,

but it was like pulling teeth to get anyone to oblige me without my constant demanding.

At one point I was told that Jonas did not add me to his job list for Friday and my request was setting

there as unscheduled. I asked many times to have an email address to the complaint dept so I could

send an email with my concerns... to asking to speak with someone that would give me some satisfaction

why this is happening. I kept getting excuse after excuse... and apology after apology but nobody could

give me an email to complain... or a phone number of somebody that could get to the root of the problem.

Finally by around 11:30 I was exhausted to the point that I just asked when they could reschedule me.

I was rescheduled for Tuesday 8/30 between 8AM and Noon

Details of Tuesday 8/30 experience:

Received confirmation phone call on Monday evening 8/29 for me to confirm it was still okay which I did.

Received confirmation email next day indicating tech would be here between 8 and noon. At 10AM another

email saying still on schedule... another at 11AM again saying the same thing.

Since this seemed like the same pattern as was happening last Thursday, I called the number at the bottom

of the email. Again was advised by initial customer rep (Christy) that they could only see certain information and that I

was still on the schedule for tech coming by noon but no other info was available to them. I asked for a supvr

and was transferred to Jasper who again provided no satisfaction who transferred me to Rob in the loyalty

dept. Rob (who I had to continually ask to speak up because he spoke so softly that I couldn't understand him)

did finally do some research and contacted another supervisor (Sasori ID MX021K) who Rob said will assist me from

here and then Rob dropped off. Sasori contacted dispatch who was to contact tech supvr and Sasori said the

dispatch supvr would call me back within the hour to explain the status of my order. This was at 1:30 so I was

to receive a callback by by 2:30. Sasori said he would call me back at 2:30 to make sure the dispatch supvr

or the tech supvr had called me. No phone call was received from dispatch or the tech or Sasori or anyone else.

When I hung up around 1:30 there was an automated voice mail that came in at 12:31 while I was on the phone

with Sasori that said the tech is running late but would still be here and if I had questions to call [protected].

So I called the number and it was nothing but an automated message saying the exact same thing, so not sure

what the purpose was to advise me to all that number if I had any questions.

So... now at 2:30 I called in and requested the loyalty dept again... this time getting Dawn (who I need to admit

at this point was actually the very first person that genuinely took a personal interest in my problem without

immediately making all kinds of excuses) and she knew right away who to call for assistance and even stayed

on the line (which was impressive in itself) to make sure I was being helped. She contacted Chris a tech support

supervisor who contacted the dispatch team again and spoke with them about all my issues. Chris came back

and apologized that nobody had called but at this point in the day my best/only option was to again reschedule.

So... I am now rescheduled for Tuesday 9/6 between 8AM and Noon... so I hope and pray the 4th time works.

When I hung up at around 3:30 I will admit that Sasori did finally try to reach me at 3:10 and 3:15 while I was on

the phone with Dawn... but he was to call by 2:30.

This entire fiasco has been extremely disappointing... frustrating... and very stressful to the point it even created

arguments with my wife and I because we were so stressed out with all the phone calls and being transferred all

over the place with little explanation other than constant apologies but no actual results or explanation of why

this was happening. There is no excuse for DTV to not reach out to the customer with an explanation to let us

know what is going on... we were just kept in the dark and setting here waiting and wondering and taking all our

time initiating the phone calls.

With a company the size of AT&T is baffles me that we were told so many times that the rep had limited access to

information... or other departments... or appropriate phone numbers to get to the bottom of the problem. We were

constantly told they are reporting this... sending escalations... apologizing... offering consolation... all kinds of lip service

anything but actually getting to the root of the problem and saving the customer all the headaches and stress.

I have had DTV for a very very long time and other than a few occasional billing incidents that needed attention,

I have never faced this issue of a tech not making the appointment or at least calling himself to provide an

explanation... but to my knowledge I never had to reschedule... they just arrived a little late.

I would appreciate an explanation from somebody what is being done about this for myself and future customers.

This is an absolutely terrible experience and I am very disappointed with DTV at this point.

Mike Redding

I called to cancel my AT&T internet and DirecTV in May (around the 19th) of this year. My disconnect date was scheduled for June 18, but I returned the equipment on June 9 because we were no longer living in the house. They sent me a final bill, and I paid it, but then I received an email stating that I was going to be drafted on Autopay for another month. I had to call numerous times to get through to someone, but finally did. That 40-minute phone call was just to cancel the autopay. The other issue was that my internet service was canceled, but no- one bothered to cancel my DirecTV service; in fact, someone had placed an order for internet service for my OLD address! The REALLY crazy thing was that no one could cancel the order, turn off my service, and credit my account for the erroneous charges! I've now been on the phone a total of over FOUR hours, and I've been billed for yet another month, plus late fees. I'm at my wits' end. This is as bad - or worse - than Optimum (Suddenlink) service!

DTV asked me to have one of my outdated receivers changed out. An appt. was set up for 8-noon on 8/25... tech did not show up... recv'd email that tech named Jonas H was coming between 1:05 and 1:40... never showed. Called nbr on email and rep said they could not reach Jonas and that dispatch nor Jonas supvr could reach him either. Rep said he would call back at 4pm to find out if Jonas showed up and if not would reschedule... but rep never called back. Finally at 3:30 Jonas called said he was stuck on another call all day and said he would be here first thing Fri morning 8/26... but he never showed. Why he waited all day to call... I don't know. By 9:30 am on 8/26 Jonas never showed up so again called the nbr on the emial and was told my order was on hold (by rep Rea) and never scheduled by Jonas. It was suggested that I reschedule this again which I did because I had no choice. I asked to speak a supervisor (Rain) and explained everything again to him and asked to speak with the complaint dept and was transferred several times finally speaking with Santiago who said he was not able to assist that I needed to speak with the Legacy Dept... trfd again to Nash who then disconnected me as soon as I started to speak... and never called back.

I have never experienced this with DTV... I have had a few bumps here and there, but technicians were always on time and very polite. I do not understand what is now going on with this company that the left hand doesn't know what the right hand is doing.

I called Direct TV in July about sudden "no service". I got a technician service date for 2 weeks later. The guy comes, two hours late, and tells us that the problem is the cable between the dish and our little receiving tower. He proceeds to work, comes and chats with us in the house before he left and was Mr. Professional. NOT SO! He left in a sudden hurry and when I went to the basement to get something, I found not only a mess, but broken dryer venting.

It is now 6 weeks later and I have been calling and calling. I have been told different things by different people. I have had 4 appointments with a technician to fix the problems and mess. No one has come. No one!

Direct TV automated calling, calls you over and over to remind you of your appointment. They call to tell you that the tech is "running late", they call to tell you "he is on his way", but the tech. never come. Today, I waited all day for a tech that never showed up. I was told by one Direct TV customer service rep. that I couldn't speak to a supervisor. I called back again and got "foreign" that I couldn't understand, but they did say that their supervisor would call me back in 30 min. No call back!

Since Direct TV was purchased by AT&T the customer service has been none existent. "Sorry" is their standard answer when you finally get a human to talk to. "Sorry" and another appointment in 2 -3 weeks.

They don't seem to care. You just get "sorry" and are supposed to think that is sincere and the "next" tech. will show up and fix the problem.

My problem still exists after 6 weeks and I now have another appointment in 3 weeks.

A week ago Thursday I scheduled to have a DIRECTV technician come to install my new service this past Saturday [protected] from 12-4pm. At 3pm I got an automated text saying that the technician was running late. 2 minutes later I got another automated text saying the tech was on his way and would be there between 3:15 - 3:45pm. So I immediately went outside and sat in my car DIRECTLY in front of my door. 3:50 rolls around and still no tech or any other communication from dispatch. So I call DIRECTV customer support to find out where the tech was. They contacted the dispatch center and the dispatch center said that the tech was ON SITE (mind you I am directly in front of my door!). And the dispatch supervisor told the technical support manager(Anthony) that he would not call me.So I spent 5.5 hours on the phone saturday and 2.5 hrs on the phone Sunday. Still no call. Worst customer service OF ALL TIME!

Signed up for this service. Had a coupon for a $300 prepaid debit card. They installed their service. Over and over and over again, pipeline, searching service. Annoying. Never got my prepaid debit card. Bad service continued. Had enough today to cancel their crappy service. Then they told me I own their crappy equipment. No one verbally told me that. I'm in my 70s, diabetic and bad sight for dinky print. I'm a male feeling like I have been taken great advantage of. I would NEVER use them again and I will do what I can to spread the word. One of the biggest mistakes of my life.

You decided to drop OAN news. Just as you provide different forms of entertainment to satisfy different tastes of people watching. You should bring back OAN news to satisfy the different tastes of people watching news. No one should be forced to watch a certain type of program and that is what you are doing. I should have the freedom of choice in what news I want to watch.

Thank you.

Ron Sherman

I have been without television service for one week. I called Tuesday, July 26, to report the issue and was given an appointment for a technician to come on Saturday, July 30, between 8:00am and 12:00pm. On Saturday the technician called and told me he had broke down and wasn’t sure he would make the appointment but would still try to make it and if not he would be here Monday( today)or Tuesday. I called DIRECTV again this morning and was told I’d have to wait until August 15 for the next appointment. This is unacceptable as I should be next in line to get an appointment since mine was missed. Customer service is horrible. I should not be waiting for two more weeks and also having to pay for service that I’m not getting.

My wife and I moved to the . . . . . . . Address 3080 Sedona St. Unit 142

Rosamond, california 93560. abouit 8 yrears. We Keep getting mai for

Susanne Saldivar. This person does not live here. Why do you keep sending

mail and bills to this Address. My Name is Giovanni Natale. My wife and I

don 't have any dealings with you. We have no Accounts with you.

STOP STOP STOP Sending mail to this place. Do you understand.

Find this person, somewhere else.

I had decided to upgrade my 6 year old boxes (free upgrade) and got an appointment for 8-12 on Monday, July 25th. Received several text messages to confirm my appointment which I responded to. On Monday morning at around 9, I got a text saying the tech would be here between 12 and 1. WTF. At 1:45 I got a text that the tech would be here between 2 and 2:30. At 4:01 I called DirecTV customer service line. I went through an agent, a supervisor and finally a manager (all of which kept insisting that I lived in the Mountain time zone and it wasn't 4:00 yet. I live in East Texas. I told them to plug my address into Google maps to see where I lived). They told me the tech would arrive before the end of the day, defined as 8:00pm. I told them to cancel and reschedule. Rescheduled date time was Wed July 27th between 8 and 12. The tech showed up at around 10:30. He brought new boxes in and spent an hour and a half trying to get the main hub to work. Finally decided it was broken and we reschedule for the next day (Thurs July 28th) between 8 and 12. At 10 this morning, I decided to check on the status (I DID receive confirmation of my appointment by text). The status was "ON HOLD"... WTF. Called Customer Support (which is a misnomer for DTV) and was told there was no tech available. I was NOT notified. So now it has been rescheduled for Friday Jul 29th between 8 and 12.

At 12:01PM on Friday (tomorrow), I will lock the tech out, send him/her home if they show up and cancel my account with DTV. At this point, DISH seems to be the better (not BEST, but better) choice.

Wife got suckered into a deal by a lady at Costco. We switched over everything - tv / internet/ and cell service. Since then , it has been an absolute nightmare. Just spent 67 minutes on the phone with a supervisor in Idaho ( Im in Fresno Calif) - at the end, nothing accomplished. I have to call back in the morning and schedule the 3rd tech to my house appointment. I could type hundreds of words on what has happened - hours on the phone etc. Just please, take my advice and do not do business with Direct TV - you will be as sorry as I am if you do.

Paying for a service that Direct TV is unable to provide

They are very shady ,don't pay their tech fully on time,won't give a written employment agreement in writing, changes pay without consent, overall treats contractors like 3rd class citizens. They are ran out of Saint Louis. Roger love is a major offender of said issues and should be removed asap, I don't understand how you could give work to a company with multiple class action lawsuits against them. They are making you look bad just by association.

I had a scheduled appointment for July 2, 2022. The wait window was for 8am-12pm. I waited and waited. I phoned customer service and I was told that I had a date in system for Dec. 2036. Really ? Then I was told no one was coming on July 2, 2022 because there was not an available tech in my area on that day. Then I was told there would not be any available installation date open until 2 weeks. I questioned her over and over then all of a sudden she has an opening for July 9,2022. I really hope someone shows up this week. I have been a Directv customer since the 1990's and the customer service has gotten very bad. It's very hard to understand the customer service reps. I would be nice if you can't make the appointment someone should have notified me. I moved all I wanted is my service to be transferred. Any questions please feel free to call me [protected]. Thanks.

P.S. I have been going back and forth trying to get service since June 3, 2022.

The repairs system direct tv has in place is completely inept!

I have set up 3 different appointments to get my system that was hit by lightening repaired. I gave the people my cell phone number so that I could be reached since my land line was also hit by lightening. They did not pass that information along to the service tech. The service tech would call me on the land line. Since he got no answer he did not come to appointment or assume that no one was home. The people taking the information for the repair ticket do not listen and do not input the correct information. Third time they made an appointment for a time I was not able to be there for. I called and changed it.

Service tech called me at the original wrong time to come and do the work. I told him appointment had been changed. He told me he did not have that information. Inept! You would think a billion dollar company could have better service than this.

Ive been a customer since 2003 with the Premier package, NFL ticket, basically every channel they offer paying 250-350/month.

In Dec 2020 I moved and ordered a "moving" install. At the time I was downsizing and the Directv agent at the time said he could take the extra units and remove them from my account. I didn't think to check and assumed it was done.

May 25th 2022 - I can to order another move install. the agent wanted to review the hardware I was moving and mentioned the units still showing in my account that should ahve been returned and removed from my account in Dec 2020. After a lengthy talk, the agent said I would be credited the difference, but that I would have to call in AFTER my move install AFTER the Directv agent verifies the existing hardware via their serial numbers.

Install on June 10 2022. Directv agent removes the missing unit, I receive 2 emails from AT&T to verify the device is no longer attributed to my account.

June 12 I call in to verify my refund. I get routed from one tech to another agent, who then gets their supervisor after approx 20 mins and then returns and says, sorry - we show no documentation of this on your account and therefore our hands are tied, no refund.

You can imagine my frustration. I ask to be sent to the cancellation department which they term the "loyaly division" - I get the first agent who just keeps repeating the same BS - "we don't show it documented so we can't do anything..." My response is "I shouldn't have to verify that DIrectv did their job. This is a Directv error but you are putting the blame on me. I am simply asking Directv to refund me, credit me for their error and now there are multiple errors as the May 25th agent apparently didn't leave any comments about our conversation either. So now we show a repeat pattern and I am listening to an agent basically repeat the same rhetoric over and over about how I didn't verify their mistake and therefore their hands are tied. I get frustrated as it is now over an hour and ask for her supervisor. I get the supervisor who within 2 minutes said"she was informed of everything.."I told her I was going to re-tell it since Directv obviously has an issue with doing their job properly and I discuss all the details. She admits its Directv's fault and error and I even ask if she were in my shoes would she expect to pay for an error from the company... She keeps saying"I fully understand and see your point and agree but I can't do anything, then says she could offer me a max of $75.. basically 50% of the fees charged. I tell her I am insulted that I am not gettting an offer of 100% PLUS interest and an addional refund/promo for their errors. She then continues to say we have no documentation of the equipment being returned or removed from your account.. I tell her I have multiple emails from AT&T showing it being removed. (see attached image) I tell her to cancel my account and she says "Oh.. you agreed to a new 2 year contract with your install and there will be a fee for that..." - I damn near came through the phone at this point, reminded her of who was in the wrong and that I as a 20 year, never missed a payment customer is not in the wrong, this is a repeated occurrence of directv issues and then said

"Am I suppose to call tomorrow to verify that you notated all of this to my account since you are basically saying AT&T has no responsibility since I didn't follow up to make sure THEY DID THEIR JOB!" FInally after she said thats all shwe could do I told her to remove any cancellation fees (she said she did) - probably have to call to verify, and to cancel my account at the end of this billing cycle. '

I am blown away that the "loyalty dept" treats their most loyal customers (20+ years) with such disregard, even after realizing all the errors on their side multiple times and then says they can't do anything to help.

On 3/11/2022, I filed a complaint with fairshake. Direct tv responded with an offer of a $300 settlement. When I contacted them, no one seemed to know about it & transferred me to every department. I left several messages for Marsha in the office of the president, but got no response. The representatives were very rude, and I got screamed at several times, & basically called a liar. They refuse to do anything to resolve this issue.

I canceled Direct Stream TV and they keep charging me. For 2 months after canceling they are still debiting my account. I can’t get anyone at the AT&T store to help me. They sold me the streaming service but cannot help me with my bill or answer questions about the service. I wouldn’t advise to get Direct TV Streaming. It has been a literal nightmare. The service did not work. I canceled it and they have debited my account 2 since then. This whole situation has literally been a nightmare.

My dad has been a DirectTV customer for over 20 years. He moved from McKinney Texas to Princeton Texas in April 2022. When he moved the guy that helped move his service told him the equipment he was using was old in 2007 when he got it originally. So he gave him new equipment. My dad not thinking anything about it, he apparently got into a new 2 year contract. With no signature or even knowing it happened.

So when I called to find out if he is in a contract, they explained that when he moved and got new equipment he was put into a new contract. Asked how much to get out. Because I was appalled they pulled a fast one on him without informing him. And it is $480 to get out of it.

This isn’t right! I think they are taking advantage of people and not being upfront and practicing with false pretense. I think they need to be shut down. What can he do?

Hello. I am writing this email because I am very frustrated with the service I have been receiving. I am a very patient person and I have given your loyalty department enough time to fix the problem and they have not done so. I have been told many times the issue would be taken care of but it fails to happen. A year or so ago the directv department somehow merged my account with the stream account which I never ordered. This caused me to pay for services I wasn't using and getting the service I did have cut off every month for non payment because the payment was going to the wrong account. I ended up paying the bill for the directv to get my service turned back on along with acquiring a late fee each month, that I didn't get waived. When the problem was finally caught, directv stream started a refund process. I recieved a portion of the refund, but the majority of it I didn't get because the original form of payment was no longer available, because of a fraud situation with my bank. When directv stream and myself got that information straightened out, I was told it would take three to five business days for me to recieve my funds and that has been about a month now. I am tired of waiting and honestly I'm very upset that I've had to keep going through this. If it was a few dollars I wouldn't worry, but its over 500 dollars and honestly, it should be more because of all the late fees I had to pay because the system sent my payment to the wrong place. I would really appreciate a solution quickly. Thank you for your time.

Susan Coates

[protected]

We tried paid preview cinema and once the movie began a message box appeared on the tv prompting to call or text if having an issue. We phoned immediately. After working with a rep for over an hour we were told we could watch the next viewing but that time was inconvenient. They offered to to credit for movie and a $10 credit. This was unsatisfactory. I asked for a $30 credit for the inconvenience, frustration and a “date” night wasted. The rep told me she was unable to authorize but her supervisor could credit up to that amount but I’d have to wait until they could call back…more time lost again. Call finally comes with a $15 credit offered. I find this insulting. Is it worth losing a customer over $15 difference?