unauthorized charges-not my dtv account!!!
I previously paid a DTV bill for my uncle back in 02/09 and 03/09. On 06/01/09 and 06/02/09, I was charged $574.19 from DTV. I called and explained to them this bill is not mine, therefore, it is not my responsibilty to pay for it. The customer service rep, Lauren, agreed and requested I fax a printout from my bank to her so this could be credited back to me. I did so immediately. She then called back as rude as she could be, stating because my card was previously used, it's on the account as a "payment option" and I lived at the address previously so it will not be refunded. I asked her to send me anything, even an electronic signature, with my authorization to be responsible for my uncles bill. She said, "We don't have anything with your name on it." Well [censored], what gives you the right to steal my money? I asked to speak with her supervisor, but she flat out refused to give me his/her name. DTV is a scam company who will steal money from anyone they can, any way they can. Please, if you are considering DTV, read this and the previous complaints, and reconsider. They haven't heard the last of me. I filed a claim with my bank, who out right said they absolutley cannot get away with this. I have also filed a complaint with the BBB, Federal Trade Commission, as well as the Attorney General. I also sent a letter to the president of DTV, but I'm not holding my breath on that one. Please complain to these organizations if you have an issue with DTV. Maybe enough complaints will get them to change their shady and outright ILLEGAL billing practices.
The complaint has been investigated and resolved to the customer’s satisfaction.
contract dispute
Directv is awful. I know a little contract law and after signing up for two years' worth of directv service, it arbitrarily increased my monthly fee in january 2009! No notice of increase was given and I did not execute a new contract agreeing to price increase but i'm having to pay increase. I cannot cancel, alter or adjust contract without a hefty cancellation fee but directv has no problem changing our contract, without notice and without any recourse on my part. Customer service is non-existant at directv. Every customer rep tells you one thing, screws up another and you never get the same answer or response from a different rep. You cannot contact anyone with any brains or the intelligence to process a complaint and this is a disgrace. If I could track down directv's agent of service i'd sue them for breach of contract because if I stop paying, they'd sue me. Unbelievable because directv has a good product but billing, customer service, rebate redemption are all a dead end road that leads the consumer into a hell from which you never return.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have been a direcTV customer for past 4-5 years. I completed my initial 2 year commitment with them and was on month to month basis. I moved to a new home earlier this year and decided to move DirecTv with me..I called directTv to arrange for a move and they agreed to do it. I didnt know that they are extending my contract by helping me move.
Now I am moving out of the country due to business reasons and when I called DirecTV, they need a cancellation fees from me ($300)...Since I had to make a decision I went ahead and cancelled it. Is there is a way I can lodge a complaint against them and get my money back.
In May 2009 I entered into what I was told was a 12 month agreement with DirecTV for television service. When I cancelled my service in September of 2010, I was charged an early cancellation fee of $149.00 and told I was in a 24 month contract. When I complained to the corporate offices that this was a misrepresentation by the installation technician (who told me I would be in a 12 month agreement) they told me I agreed verbally to a 24 month contract and that they sent an e-mail confirming this. I received no such correspondence. This company has the WORST customer service I have ever seen! They are argumentative, rude and accusatory when you confront them on their misrepresentations. BUYER BEWARE! I will NEVER, EVER again subscribe to DirectTV... EVER!
We have been Directv for 5+ years, and have discovered that they really are dishonest and inept. Why do I have this opinion?
We owned (not a lease) two receivers. They were purchased before they adopted this new business model of buying a "leased machine." Both receivers were covered by a montly equipment protection service fee by Directv. One of the receivers quit working, and as part of the fee I pay each month I was given a new reciever and they sent a box to get the old receiver. 7 months later I found out that my replacement receiver was no longer mine. Now I had a LEASED piece of equipment, and the SOB's extended my contract for 24 months because getting the same low-end receiver is now an upgrade. Bunch of B.S.
So I am stuck in the contract, and I am getting close to paying off my 24 months of extra time. I call to cancel, and was emphatically promised that my extension is paid off. I tell them to CLOSE the account. One month later I get socked with a 196.00 early termination fee. WTF! I call on 1/21/2010, and am assured that it was a mistake and that the charge would be removed from my credit card... of course Directv does not keep a promise.
A week passes, no credit, so I call back again on 1/28/2010. After 90 minutes on the phone I was told that the cancellation department made an error and that the charge is valid. They will issue a $97.50 credit.
Bottom line: Directv is DISHONEST. They didn't screw me just once, but 3 different occasions. I learned to ask the reps to put lengthy notes on my account when they "fix" something. What I learned is that notes are taken, but they will not keep their word. My phone call yesterday the rep acknowledged that I was promised a full refund, but they were going to reneg on it. Amazing!
Do not use Directv. No matter what some of the crazy posts from their employees state, they are VERY dishonest. It is a major PIA to take them to court, but I may just take them to small claims court.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
All I have to say to this one is, check your old freaking bills, on the bottom where you are getting your discounts it says 12 MONTHS, you entered into a two year commitment because of advanced receivers. THIS DOES NOT MEAN THAT THE DISCOUNT IS FOR TWO YEARS! I just got over with my first year two, but I am not trying to complain like you since I READ MY BILL! AND LISTEN WHEN I WAS TOLD THE DISCOUNTS WERE FOR ONE YEAR!
SO they are not breaching the contract, you got your new customer price for one year THE SAME AS EVERYONE ELSE, who made you so damn special that you feel you deserve the discount longer then any other directv customer. WHAT A JERK
yes...write to
Direct TV billing disputes
P.O. Box 6550
Greenwood Village, CO.
80155
rip off cancellation charge!
I was mislead into signing a contract for 2 years. The only reason I signed up with this company is that I was told at the time of signing, that they carry & ldquo;arabic” channels and that I can add it to my account at any time without any additional costs.
When I was ready to add the arabic channels to my account, I was told by directv that they will no longer carry the arabic channels effective june 1, 2009. My native language is arabic and I would have never signed up with this company if they did not provide arabic channels.
They have mislead me into signing this two year contract based on their assurance to me over the phone, advertising and offering of & ldquo;arabic” channels which is still being advertised until now [protected]) on their website.
They have offered no resolution based on their misleading me into this two years contract and are demanding that I pay an outrageous fee for cancellation ($20/month x 20 months) for something I did not cause.
Directv will say anything you want to hear, if you call them to inquire about their service, just to get you to sign up with them. A fine print, with absolutely no mention of it, when you initially inquire the service, indicates that you will be fined $20.00/month for the remaining of a 2 year contract, if you want to cancel at anytime prior to the completion of the 2 years term.
The catch here is not just that you are stuck with the penalty for cancellation, should you change your mind, but they can drop any service at any time, and yet you are still stuck with the penalty, even if it is not your fault.In my case, it was arabic channels.
I have a screenshot taken 06-06-09 still advertising the availability of the arabic channels on their website
The only reason, I have signed up with directv was the arabic channels they offered. However after signing up, they simply dropped all arabic channels, though they still have it advertised as indicated above) and instead of being a decent company, they turned out to be yet another corrupt corporation, demanding the customer pay the bill for their deceit and incompetence. Based on my experience, I can confidently say that directv is involved in unfair and deceptive business practices, that should not go on unnoticed.
Don't waste your time reporting this business to bbb (Better business bureau). They are obviously in bed with directv. I have email communications and the back up to prove that bbb was trying to assist directv in shoving my complaint under the rug.In my personal opinion, bbb is a useless entity, sponsored by the same corporations they make you think they are trying to protect you from.
We recommend that you file an official complaint with government agencies as follows:
Federal trade commission - you can file your complaint online:
Http://www.Ftc.Gov/
Consumer response
Center federal trade commission
600 pennsylvania,
N. W. Washington, d. C. 20580
Ftc toll-free number: [protected]
[protected] tty
Your state attorney general: http://www.Naag.Org/attorneys_general. Php
If you have a similar case with directv, we urge you to expose them on the internet.
Here are also, some other online services and blogs, where I suggest you post your case and make your voice heard. Don't let these corrupt corporations get away with your hard earned money they try to steal from you:
/link removed /
Http://www.Consumeraffairs.com
Http://www.Complaintsboard.com
Http://www.My3cents.com /
Write to directv at:
[protected]@directv.com senior vp of customer care
Chase. [protected]@directv.com president of directv
[protected]@directv.com
The complaint has been investigated and resolved to the customer’s satisfaction.
My father called DirecTV to get the basic satallite service for $29.99/mo. The installer told him it was broadcasting in Spanish only, a language my father does not understand. The work order specified that it was to be in Spanish and the installer could not change it. My father called DirecTV asking them to fix their mistake. They sent another installer out who changed the dish and the box and his monthly bill jumped to $49.99 even though he just wanted the $29.99 package to be broadcast in English. When he cancelled they are now trying to collect a $480 ETF. They charged his credit card and I told him to go to the bank and have the charge reversed. The bank cooperated and charged it back. My father has had the account turned over to three different collection agencies, each of which we notified that we did not owe the bill and had no intention of ever paying it. We just got another letter from DirecTV demanding payment of the $480. No way are they getting that money. Our next step is to sue DirecTV in small claims court to stop the harrassment.
ties you up in contract without telling you, lying and deceitful
I signed up for Direct TV service through Qwest and never signed any contract that ties me up with them for a certain period of time. Recently my satellite signal deteriorated to a point that I had to call for troubleshooting. Not only they informed me that I have to pay for solving the issues that is entirely Direct TV's, I can not cancel my service cause I signed up for 2 years of Direct TV service. I requested a copy of the service agreement which they dont have.
One of the worst customer service experiences I ever had. Couple of point to remember for any prospective Customer here :
* Make sure you don't sign any contract and read what you are signing.
* If you have option go with the cable . They dont charge for this kind of crap.
The complaint has been investigated and resolved to the customer’s satisfaction.
On November 07, 2013, I was walking through the Great Northern Mall located in North Olmsted, Ohio. I was asked by the employees of a Direct TV Kiosk how much I pay for my current cable TV provider. I told them and they said they could do better. I explained to them that my wife watches certain programing and if I were to change I must have the channels that provide the shows. After telling him what channels I must have the Sales Manager Mr. Naiott Berrios assured me that the required channels would be included in the programing. I stressed the fact that my wife has watched approximately 98 episodes without fail (She actually sets her alarm for the time these drama's start). My wife had told me that I shouldn't change from Dish TV and I told her that Mr. Berrios assured me that the channels would be included and that she would not miss her program. I told Mr. Berrios about my wife's concerns and he provided me a quotation with cut sheets of the channels attached, he told me I can show my wife them to ease her concerns. I came home and showed my wife although she was still reluctant about me going to Direct TV she agreed. Based off of what Mr. Berrios told me I agreed to change the service from Dish to Direct with the impression that the channels would be included. On November 11, 2013 (My Wife's Birthday) Direct TV installer came to my home to install the DVR's and activate the direct service. When the man came I wasn't at home but my wife let him to install the system. When I arrived at home he had already completed installation, I asked him to show me the three channels. At that time he told me that they were not included. I told the guy to remove the direct TV and reinstall the dish TV. The installer told me that he had removed the dish antenna from my roof. I told him to put it back; his answer was he is not a dish TV installer and that he is not authorized to install their equipment. My response was who asked you to remove it, what if I wanted both? He didn't have an answer. After the installer left I looked for the dish antenna and it was nowhere to be found, I can only assume that the installer took it with him.
At this time my wife was very upset so much that she wouldn't talk to me. I called Direct TV and spoke to a female named Angie; she assured me that she would fix the problem before the end of her work day which was 5PM. Well 5PM came and left and she didn't even bother to call me back to let me know what was going on (Very Poor Customer Service). This is a great example that Direct TV employees and how they are dis-honest and very unprofessional.
Direct TV did not only let me down but also ruined the day that should have been my wife's day. I believed them and my wife trusted me, and their dishonesty made me let my wife down on her birthday. The aggravation and disappointment they have caused must be corrected. If I am dissatisfied with how it is handled. I will seek legal advice to get satisfaction.
24 month extension slipped in
I started out with a month to month "No Commitment" deal which turned into a 24 month contract when I accepted a "Free Upgrade" to HD. The rep did not mention the extension upfront or I would have declined. Instead, the extension is buried on page 2 of the email/letter that they send out which at first glance looks like a confirmation letter and acknowledgment of the pending appointment for an onsite visit for swapping out the receiver and dish. Customer service could do nothing about it (so they say) and mention that I accepted the agreement. I feel that I was tricked into an extension without sufficient warning. I smell a Lawsuit!
Dan
The complaint has been investigated and resolved to the customer’s satisfaction.
I used to work for a call center that contracted with DirecTV, and I can tell you that this (your story) happens all of time. DirecTV policy is that every time a customer upgrades any receiver (box), and they don't buy it outright (the prices you're quoted are for leasing the receivers, not buying them), their contract is extended either 18 or 24 months (18 for a standard receiver, and 24 for an HD or DVR receiver). By the way, yes I am aware that it was a free upgrade, but that counts as a lease.
The thing is that when a customer wants to upgrade, they have to be told that their acceptance of the receiver binds them to a new contract. Unfortunately, reps (especially sales reps) almost never tell a customer this important detail, as you found out.
As for getting out of it, a lot of that will depend on whether or not you refused the installation of the HD receiver. If you did, you can probably get the 24 month commitment reversed. As of right now though, the computer system at DirecTV has you locked in for 24 more months, and once that happens, no ordinary phone rep is going to be able to change it (it's one of things most reps aren't allowed to touch).
What you'll have to do is call, explain the situation, ask for a supervisor, and hope they will, first, listen to you, and two, remove the 24 month extension from the computer. The thing here is that I don't remember if they can do that (the manages are basically more experienced phone reps with supervisory power).
If they can't or won't, your best bet is to try cancellations. Of all of the departments, they'll probably be the most helpful to you. Again, just explain the situation, tell them you're upset with what happened, and they'll likely find a way to get rid of it.
If that doesn't work, and you're so pissed that you don't want the service any more, just call back later and suspend the account. People do this when they go on vacation, and all of that time (at least I was told) counts towards the two year commitment. When I was there, you could suspend it up to nine months at a time, but the policy may have changed.
This is a very condensed look at how things work at the phone rep end of DirecTV, and some of this info may be dated (it's been awhile since I worked there), but hopefully it will help you out somewhat. If you want to know anything else, I'll check back here and let you know what I can about it. Good luck.
billing for services not used - won't let people cancel
Subject: directtv wouldn't let me cancel.. Talked me into temporary suspension
Comment: I called to cancel directtv.. They tried to talk me out of it. I said I am moving to corporate housing for awhile. So they kept insisting that they sign me up for a 6 month temporary suspension and when I was ready to start it up I could call.
They are so desperate to keep clients.. They will do anything to keep them on the books.. Including making it hard to cancel.
I get $0 bills for 5 months.. Then all of a sudden a $213 bill (For 1.5 months - if I would have gotten an email for the partial $75 month I would have called then). I call and say that I won't be ready for service for at least another month.. And they would delete the $212 from the account. They want my service so of course they are not gonna charge me for their service I didn't use...
Well, I decided not to use dtv so I called to officially cancel and the $212 fee is still there. I argue how can they charge for something I didn't use. If you don't use electricity.. You don't get charged. If you don't use water.. You don't get charged. What company can charge you for not using their service?
They refused to give me my $212... Of course their notes in their computer are incomplete and favor their firm. No note of the last conversation where I was told I would not be charged.
I have spent thousands with dtv and was a huge fan of them.
Now.. I am going to blog the heck of my experience and I will cost them many many customers.
And the $1500 annually I spend with a tv provider.. Which is $15000+ every decade... Will go to at&t uverse or some other carrier.
Dtv had to squeeze a dime out of me.. This is what they get. I probably was responsible for 20-25 clients signing up for dtv and now I will take back those 25 and 50 more.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have seen several Direct TV complaints. DirectTV is the subject of several class action lawsuits and those law firms may well like to speak with you. Go to my site www.classadvocate.com. Click on the defendants box and scroll to DirectTV and you will see what I mean. Good luck.
bad customer service
First thing I have to say is that it seems like it doesn't madder what company I try, it seems that customer service is a lost art. I have been a customer of Direct TV for a year now and up until now I have had a handful of complaints that I would like people to know before they sign up. The day of my new installation, they gave me that dreaded four hour time for me to be home. Well, they were four hours late plus installation time, off to a great start. I had to pull a few teeth for some compensation for time. $5-$10 off a month on a $120.00 bill, big whoop. I would like my time back please... Then to boot the second time they had to come out to fix my bran new dvr box, can you believe they were 6 hours pass the 4 hour time slot. Yea, wasn't a happy guy, and the technician was in a pissy mood as well. Again went through hoops and bad customer service to get some compensation. The leverage they have on you is like your cell phone company, is the two year contract. This gives them the right to treat you like crap because you are stuck with them for years. If you have the leverage to leave then most company's will compensate you somehow.
Now my latest complaint is, I called to add two more boxs for a friend that needs a place to stay for 6 months tops. Cost to me (or him) $300+, for a what they call, a leasing fee, they tried to use the analogy for leasing a car. I told them I could lease a car for cheaper and that this is crazy. For their equipment that I have to return and I had to sign in for another two years contract. Then all the hidden charges that make no sense to me but this is true with all company's I deal with.
When and how can we as customers can we try to demand better service for our money as a whole. First contracts are BS, if you provide me with a service I am happy with, guess what, I won't leave you. Second get rid of hidden costs, be square and up front to us. Don't advertise something and give us something else. Get back to the customer is always right! You can't make everybody happy but at least try.
So, you work for the Boise Idaho branch on Grove and Capital. That was easy! Everybody else make a complaint to there office directly [protected] so maybe you will get the chance to talk to this ### and give her another reason to hate her life...
Ok Realist, if you don't work for the Idaho branch of DTV then you should definitely get a job there. With over 80 responses to comments on this site trying to discredit people by making rude comments to them about there complaints to DTV. My question is why? Did you get fired? Also you will never be short of work, do a google search for complaints and you have over a million sites with thousands complaints on each one. So keep going, You are on your way with 80. By the way I hope your dog breaks another leg ###, go get a life besides sitting on your fat ### trying to defend your company by discrediting peoples comments with personal attacks. I am sorry to everybody else that might stumble across this because I never call people a loser, with no life, and wakes up every morning hating there life and I didn't make any personal insults in my original complaint. Just check her record by clicking on her name and see her responses to people. She is a ###. Realist you have no idea who I am and your assumption of me and many others on this complaint board are pathetic and have no merit. You are trying but you will never get me and millions of other to stop complaining. So give up you sadistic pig. I am going to follow every post that you have called people jerks, ###s, and make sure that you are looked at as joke, so that you will have to change your name. I love people that are tough when they are typing anonymously. You are the definition of a coward.
Ah, perfect example of a dtv rep. How are you today realist? You are wrong on so many levels. As a manager of a company with over 2ooo branches & my store ranks is the top 100 for customer service ever quarter, I have a few things to teach you about customer service. Good customers are based on the service, knowledge, your attitude towards the customer. If I have a customer in my store, its up to me and my employees to make sure that the customers experience is one that they will talk about in a good way and that they will come back. So, when you call customers idiots, jerks, ###, rude, abusive, that is your first mistake. I suggest to you, if you think at the end of the day that it's always the customer's fault, then look for another job. I never went after a single rep and I do understand that I will get somebody like you once and awhile that is hates there job, life, and frankly doesn't care about the company, but there are a few good ones. You are one of those people that wakes up in the morning and think it's everybody else' s fault that you are a loser. You must be miserable person, if you can call somebody those things and you have no idea who I am. OK That's all the time I will waste on you. Go get another job! Trash collectors make a good pay.
Now for everybody else, this is a perfect example who you don't want to talk to. Do yourself a favor and hang up and call back there are a handful of great reps that know what there talking about and generally try to make you happy. My complaints is about the company and it's polices that lead to customer service, just like many other company's, you have to do research about the non-advertised and like realist states the fine print because they will never tell you.
Look around and see what it would cost to add rooms in the future after the promotion. Ask around and see about the contracts and the early termination fees. Be very careful and question your equipment and costs when you have the installer come in. ( if they show up on time) The installers are sub-contractors that get paid by the job and installations. Double check all promotion deals like NFL ticket. The funniest thing about this one is after the football season was over I called to cancel the NFL ticket and I couldn't. They said I had to wait until next season to cancel it and if I didn't they would automatically charge me. My common response was why can't I cancel it now, so if I forget I will not be charged. No response, part of policy.
Again provide me with a good service and I and many others will stay. If you think or you are scared of people leaving after all the promotion deals end then I have a great idea for you. Don't treat new customers better then paying customers. Get rid of the sign on promotions and start giving away customer appreciation promotions. Like if you stay with us for two years we will provide HBO for three months or give you one months free. Everybody is worrying about getting new customers but they don't care about losing customers. Keep hiring people like realist and your company will go to ###.
The complaint has been investigated and resolved to the customer’s satisfaction.
Abbo is a idiot and dumb as you can get. I myself hate directv they are [censor]s period. Lousy customer Service its that simply! I have had them for 20+ years, I should just dump them, which will do asap. Reason their are idiots they are controlled by AT&T go figure greedy bunch.
They just jacking up your bill on both and u can't do a thing about it but fire them...thats what everybody should do.
and by the way its directv, not dtv. dtv just stands for digital televison, they arent a company at all
Hey smart one I dont work for directv, I would never be able to deal with rude ###s like you, I am just tired of people abusing customer service reps that have nothing to do with the freaking rules that they must fallow.
First of all "kind sir" good customer service is a lost art, because GOOD CUSTOMERS are a lost race! You seem like a real jerk and I can see why someone may not treat you so well, sounds like you desearve it really. And I am going to have to call ### on the "if you provide me with good service I wont leave you" Because you sound like someone who will only stay for the interdution rates and then leave. That is of course, unless, using your words you try and use leverage of leaving to try and get a discount. Face it customers like you are idiots, and definately not always right. You are just rude and abusive to people to try and get what you want, when face it, thats not available. If you dont want a commitment with companies ask them how to OWN the equipment, this may be MUCH more expensive, but at least you wont have to be in a commitment. All companies should have an option to own, this does not mean you will get out of the monthly fees on the equipment, it just means you waive all warrenties and repairs that they may do. But hey at least you wont have to send it back right? And the hidden fees? they probably really arent that hidden you just dont pay attention to the fine print or whatever else. You sound like someone who only hears what they want and deregards the rest. You also seem set in your ways. IF YOU WANT GOOD CUSTOMER SERVICE WAKE UP, YOU KNOW THE GOLDEN RULE 'TREAT OTHERS THE WAY YOU WANT TO BE TREATED'
engaño al cliente
Esta es una ¨compañia¨ que engaña a los clientes, desde el momento que se les contacta para solicitar sus servicios...ni hablar de los paquetes de programacion, las altas coutas que cobran por terminacion temprana del servicio, etc, etc. y Todo esto sin siquiera FIRMAR CONTRATO. GENTE NUNCA CONTRATEN A ESTA COMPAÑIA SI NO QUIEREN PERDER SU DINERO.
The complaint has been investigated and resolved to the customer’s satisfaction.
Continued: the guaranteed rate period would end 12/31/10, not 12/31/09. Sorry for the error.
On 11/10/09 I signed up for a $29.95 Directv package guaranteed until 12/31/09. Not until completing the online process with my credit card information were the full contract terms disclosed on a link at the bottom of the page. When I opened the link, I found that the contract is for 2 years, but NO DISCLOSURE as the the new monthly charge after 12/31/09, for the remaining 10 months of the contract. I called Directv and was told that the new monthly charge would be $70.00 a month. This charge is not disclosed anywhere on their website or in the contract terms. How can Directv be allowed to bind people to contracts with missing terms? Federal Trade Commission and other federal and state consumer protection agencies need to stop this fraudulent activity!
cancellation fee
Wow - just got off the phone with directv "customer service" (Hah) department. Due to the economy and the inability to keep their service for the full two year commitment (Although they repeatedly messed up our service and billing over the past year) , I called to cancel service. They would not waive the service fee. We now have to pay $140 to get them out of our lives. The moment I reiterated that we would cancel service, the customer service rep went belligerent and combative with me. Refused to let me talk with her supervisor for a while claiming that she was as far as it would go, and when I finally insisted and placed on hold for over five minutes, a male customer service rep, who wouldn't speak his name clearly for identification, proved to be even more belligerent than the first rep. Big business once again lords it over the customer who gets their hard earned money stolen. Never do business with them! They do not follow through and when hardship happens, make that experience as unpleasant as possible for the troubled consumer. Never again. Absolutely not worth the hassle, hardship or heartache.
The complaint has been investigated and resolved to the customer’s satisfaction.
Customer of Directv for many years. We had to cancel service due to sale of home. Called Directv to disconnect. Spoke with a customer service rep and she transferred me to a person in higher command, his name was Chris. I explained to him that we had sold the house and he looked up our account. He said that he was sorry to see us go, but because we had been such good customers there would be no disconnect fee. He explained that boxes would be shipped out to return the receivers and to be on the lookout for them.
We did receive the boxes and we also received a DISCONNECT BILL for $104.
I called Directv to ask why we received this bill and explained that when I spoke with an account rep he said there would be no disconnect fee. She put me on hold and said there was no record of such a waiver.
I was livid. Not only have I built up that company to friends and family, but my brother is connecting up with them next week. Needless to say we will not be going back to them.
In 2008 I started service with DirecTV.
I bought a receiver through Costco and took advantage of their rebate for new accounts. I obtained one HD DVR and 3 SD receivers for myself and my housemates. I signed an agreement for service for two years, understanding there would be a penalty for early cancellation.
In 2009 I switched one of the SD receivers to an HD receiver.
I was not told there would be an additional 2-year obligation for doing so. Now, when I relocated to another state, I cancelled my service with the intent of returning to DirecTV once I sold my house and bought a new one…but I was charged a $120 late fee and informed that I had incurred an additional 2-year obligation for upgrading my service.
Why do I incur an added obligation for paying more for service?
Why was I not advised of this added obligation?
Is this how DirecTV conducts business? Nickel and diming people with their already over-priced service?
The quality of service I’ve received from DirecTV and it’s customer support personnel has been very poor! When I’ve had problems it has taken days to correct…typically due to problems on their end with…with no compensation for time I was without service. Canceling my service was even a pain. As my roommates moved out I canceled services and returned the boxes. I was not properly credited for returning my receivers and charged for not returning them, until I called and had them do a little research. What a waste of time!
Directv needs to go to hell and take all their equipment with them!
NEVER agreed to a two yr.contract when we made the BIG mistake of "upgrading"to HD.
Now we are moving.
Directv is NOT an option where we are moving to-yet we still have to end up paying 140.00 to get out of the remaining months.
Hell no one TOLD us that we were leasing the damn box-then WHY did they charge us for it back in 2008?
Directv will NEVER be recommended again and I am thankful we will have cable.
On 3 different calls I am told 3 different things.
The first woman insisted and almost gloated that there would be a early termination fee!
The second started to make a little sense saying he would see if all the overcharges could be deducted from the early termination fees...
Came back on the phone after a 5 minute wait and said he was "sorry but his supervisor said there was only two options.Get a one time 50.00 credit when we moved the service...or pay the 140.
WTF?
I am so pissed off by this time!
WHAT part of "WE DO NOT WANT DIRECTV"do they not understand...
Then the third ### pretending to be "helpful"says he understands but that it is in the computer and "certain things can't be adjusted"through the computer-it just won't let him.
WHAT BS!
I am completely through with this ### of a company!
I feel for everyone who has done business with these ###s and go through total BS with them!
If anyone reads this who us even considering Directv OR Dishnetwork-take one piece of advice seriously-STAY THE HELL AWAY FROM SATELLITE!
And NO myself or any family and friends do not work for or have any afiliation with any cable company, so am NOT trying to promote cable, but there is NO way I will EVER go back to satellite of ANYBODY again!
WHY can't someone take out their damn computer systems...
Then the ###s can't function...seeing as how computers run the company and tells them everything to do since they REFUSE to do anything on a person to person understanding human level!
pricing, contract length
I signed up with Direct TV only for an international package which they had available. It was expensive and it required a "basic" plan in addition. The "basic" plan was 9.99. It's not even been 6 month since we signed up and it is already 12.99. When signing up, I explained that I will need the international package for a few months only. They said the contract is for 12 months, but I can always drop the international channels and just keep the basic. Well...I call in to do just that and they say, noooooooo. You can't do that "MA'M". If you remove the international channels, you will need to get a "different" basic - 29.99! And "MA'M" your contract is 18 months. Since when? Ok, so after going around and around, I get this 29.99 package. What do I see. "GOD TV", Prayers, and other religious channels. I don't need that. I call them back and say, I don't want all those channels, they say, sure, the next one up is 59$! This is horrible. Oh, and if your reception is not good, you have to pay for them to come out and fix it.
This is the worst company ever!
The complaint has been investigated and resolved to the customer’s satisfaction.
yes I agree this is the worst company ever!
I signed up with Direct TV as a $300.00 promotion with the purchase of a new television. I have had them for (4) four years. I bought another television from Best Buy and also bought a HD DVR from Best Buy for about $ 200.00 about 1 and 1/2 years ago. In June of 2010 I got a new bill from Direct TV increasing my bill from $ 97.00 per month to $ 128.00 per month. I called and was told that I had been on a promotional agreement with them and that there was nothing they could do to reduce my monthly cost.
I called Dish network and they gave me basically the same programming, television connections for $ 60.00 per month.
I called to cancel my subscription with Direct TV and was told that when I bought a HD DVR from Best Buy for $ 200.00 it extended my contract another 2 years. They do not have a copy of any agreement that I signed they said it is all in the original agreement.
I want to make sure everyone is aware that anytime that you have anything installed or upgaded by Direct TV you have extended your contract and you do not have any way to negogiate the balance or any way out of paying the cost.
How can you buy equipment from a retail store and it does not belong to and also extends any contractual agreement with the main vendor, that cannot be fair or legal.
Just want to make sure that no one suffers the same issues that I went through, Dish is the way to go.
I agree. DirectTV has the worst packaging, plans, contract structure. It just kills you. I stick with Dish Network.. Atleast there is no contract so I can leave them anytime, the receivers are better (e.g: I can record two shows simultaneosly and watch a third one).
I will never go to directTV
shoddy and ugly install
I'm complaining about the tangle mess of white cables hanging from the front eves of one of my properties. I looks like scrap!
I asked your installer if there was a more suitable place to hide those gang of wires because I did not want them in the front of the building. He told me this is the way he was going to install it or he would charge more to reroute it.
How would you like a tangle, unsightly mess of wires hanging in front of your mansion? You wouldn't let that happen, right? So why do you treat our property differently. You're no better than anyone else! All your company does is makes holes, have wire and cable run everywhere and break roof tiles and leave unused equipment everywhere. You show property owners no consideration or respect when you install your precious little box and wires. I've just recently spent thousands of dollars to repaint the building and trim and now your company destroyed the look and character of the building with those appalling, unsightly hanging wires. Come out and look at the crappy job your installer did and tell me you want the same job in front of your mansion.
I want you send someone to reroute those white cables and box from the front of the building and hide them on the roof or the rear.
I also want you to replace broken roof tiles your installer walked on. This should be done ASAP! ...If I do not receive a response or satisfaction within a few days then I will take legal action. In addition I will contact the Apartment Owners Association and discuss with them about the same issues I have with your company.
Mr.Lew
The complaint has been investigated and resolved to the customer’s satisfaction.
Direct TV just did the exact same thing at my condo. ugly white cables (three of them) dangling two stories down from a dish tey just put up on the very front corner of the building. Totally ugly. I feel your pain. I feel like my property value goes down every time a new dish goes up.
Glogal Shipping, Logistic Management and Supply Chain Management.
Service Info
FedEx Courier Service, West Africa
4th floor (government Zone)
Lagos State, Nigeria
Shipment Code: CPEL/OWN/9876
Parcel No: EG2272-NIG
Dear Mr Syed Maraj-ud-din Agha,
Greeting to you from the entire staff of FEDEX COURIER EXPRESS COMPANY NIGERIA, Thanks you for your e-mail. With all due respect, i Mr. Fredrick Gardner, the (Senior Delivery Officer).The reason why you are to pay the keeping fee is for the Security keeping fee of your parcel which is $250.00 USD.the Security keeping fee is due to the fact that we don't know when you will be contacting us via email that we have your parcel.we informed the sender to contact you on time so you will not have to pay more that $250.00 USD on dumurrage.With the above facts, i want to advise that you to make the payment for the Security keeping fee, so that your parcel can be delivered to you on time. Meanwhile, i want you to note that your parcel has officially cleared from the FEDEX SEVICES ORGANISATION (FSO) because we have confirmed your real address for delivery of your parcel which contained a Bank Draft/Cheque worth the sum of $10.5Million United State Dollar and other documents which cannot be seen by any of our agent until the parcel is successfuly delivered to you.Delivery will be made to your doorstep according to our delivery requirement under 24 hours.
PAYMENT INFORMATION (WESTERN UNION MONEY TRANSFER)
You are to make the payment through WESTERN UNION MONEY TRANSFER Or MONEY GRAM INTERNATIONAL MONEY TRANSFER as to speed up the process of your delivery.You are to locate the nearest Western union or Money Gram Office close to you and make the payment to this account officer address given below.
ACCOUNT OFFICER INFORMATION ARE STATED BELOW:
Account Officer Names:GABRIEL DONALD
Receiver's Address: #1 Lawrence Road, Benin City Edo State, Nigeria.
Text Question to be use:Trust
Text Answer:God
Amount to sent :US$250:00
S ECURITY KEEPING CHARGE : US250:00
You are to send back to me this information below after payment is made
Sender Name:
Sender's Address:
Receiver Name:
Mtcn (Control Number):
Amount Sent:
MODE OF DIPLOMATIC DELIVERY
As soon as we Recieve the security keeping fee, Our international Diplomatic agent will depart NIGERIA with your CONSIGNMENT BOX and your Shipment Airway bill will be sent to you immediatly to track your Cargo to your given address within 24 hours . Our Diplomat agent will call you on arrival to your country to hand over your Consignment Box to you.
NOTE:You are to scan Two(2) passport photograph for identification purpose when sending the payment to us via email, so that we can eaily recongnise you when we get to your house address in your country.
Your satisfaction is our priority and we look forward to provide you the best of our quality service.Do have a wonderfull day in anticipation of hearing from you ASAP.
Yours Sincerely,
Mr. Fredrick Gardner
(Senior Delivery Officer)
Mrs. Victoria Williston
FedEx Online Team Management
Tel: +[protected]
Email:fedexcourierdeliveryservices01@hotellos.nl
Email:fedexcourierdeliveryservices@hotellos.nl
2009 FedEx INTERNATIONAL.
unprofessional installation and poor customer service
I recently moved to a new home and after much research decided to choose DirectTV for my TV service. One of my deciding factors was your promise that you offered professional installation. This is a very important factor to me because my home is very special and I do not like to employ hacks to do work in my home.
When I called to order the service the person I spoke to on the phone was very courteous and knowledgeable. I especially asked if the service would be installed by a professional type person and was assured they would do a good job and would completely hook up everything to do with my TV (VCR’s, DVD players, ect.) and that when they left I would be up and running.
The first thing the installer did when he got here was tell me that in order for my service to work I had to have 2 lines instead of one and that DirectTV charged an additional $75 per line for this service. He then went on to say that he could do this service “on the down low” for $100. This immediately made me feel that he was lying about the 2 lines and was just trying to rip me off. I felt very uncomfortable, intimidated and confused about what to do but really needed to get my TV service going so I agreed to his terms. After he looked at my attic he changed his tune and told me he didn’t need to run the extra lines but could just drill through the house at no charge. Again this left me to believe he was lying the whole time and just trying to take advantage of an elderly, uninformed person.
My dish had to be placed out in my yard on a pole about 20 feet from the house. He said the service included burying the cables up to 20 feet with an additional charge for anything over that.
He buried about 3 feet of the cables and then told me he was going to leave the rest above ground. I argued with him that I did not want cables stretched across my yard (ugly and can’t mow) but he persisted and since I was already feeling intimidated and frightened by having a dishonest person on my property I gave in just to get him to leave. He also did not put wall covers on my wall so I now have ugly holes showing and he left behind bits of insulation from the inside of my walls and trash as well.
He also refused to hook up any equipment other than my DVR receivers.
I do not consider this professional insulation. I called the Direct TV customer service number and reported this incident and was told someone would contact me to come back out and finish the insulation. After a few days with no response I emailed their customer and they too said someone would get in touch with me to resolve this problem. About 5 days later a "supervisor" called and said she had received the complaint and she was putting a notice into the local office and they someone would be in touch to schedule an installer to come out and resolve the problem. 5 days after this someone called and left a voice message that they were following up on the installer and that if he had not yet completed the job to give them a call.
Now here I am with cable lines running across my lawn, I can't mow these areas, and I have to call someone back and explain to them that no one has ever called me to schedule the installer they were following up on. And my first bill is due and if I don't pay it my service will be shut off and I will get a ding on my credit report. Needless to say I am very frustrated and disappointed with this company and their service. I would never recommend them to anyone.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am SO GLAD I changed my mind about DirectTV and cancelled the installation!
i agree they did their professional installation in my house and my 5 year old could do a better job. Im sure they hire any guy off the street for 10 bucks an hour and think they are going to have no problems
30 months of fraudulent billing
30 months of fraudulent billing!
Wednesday, may 27, 2009 10:50 a. M.
Called and spoke to david (U2631) at directv he informed me amanda would return my call within 2 hours.
Amanda (R9631) at directv called offered me 60 days credit I politely refused and again informed that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that directv had spoken with me and I had not called directv to confirm the disconnect and that directv had billed me for approximately 30 months before I noticed. I stressed to amanda that I had never been contacted by directv after my initial e-mail in july, 2006 and that I had never spoken to directv about this account until february 24, 2009 when I discovered the fraudulent billing.
Directvs position appears to be that I did not catch directv soon enough so directv intends to keep most of the funds that directv fraudulently removed from my bank account and that I did not catch directv quickly enough. The approximately $100 credit directv offered does not equal the approximately $1600 dollars directv obtained fraudulently.
Realist,
If someone you contracted with for service billed your credit card for 30 months after termination of contract would you not consider this theft/fraud? The service provider was no longer authorized to withdraw funds from your credit card after terminiation of service. the lates DIRECTV communication follows:
Tuesday, May 26, 2009
Received phone message @ XXX- XXXX instead of number I furnished in my communications with DIRECTV, from Amanda regarding “media inquiry” will return call tomorrow a.m. and record.
DIRECTV 30 Months of Fraudulent Billing!
Wednesday, May 27, 2009 10:50 a.m.
Called and spoke to David (U2631) at DIRECTV he informed me Amanda would return my call within 2 hours.
Amanda (R9631) at DIRECTV called offered me 60 days credit I politely refused and again informed DIRECTV that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that DIRECTV had spoken with me and I had not called DIRECTV to confirm the disconnect and that DIRECTV had billed me for approximately 30 months before I noticed. I stressed to Amanda that I had never been contacted by DIRECTV after my initial E-mail in July, 2006 and that I had never spoken to DIRECTV about this account until February 24, 2009 when I discovered the fraudulent billing.
DIRECTVs position appears to be that I did not catch DIRECTV soon enough so DIRECTV intends to keep most of the funds that DIRECTV fraudulently removed from my bank account because I did not catch DIRECTVs fraud quickly enough. The approximately $100 credit DIRECTV offered does not equal the approximately $1600 dollars DIRECTV obtained fraudulently.
The complaint has been investigated and resolved to the customer’s satisfaction.
Called and spoke to David (U2631) at DIRECTV he informed me Amanda would return my call within 2 hours.
Amanda (R9631) at DIRECTV called offered me 60 days credit I politely refused and again informed that I would be suing in small claims court and filing criminal charges for unauthorized use of a credit card. Amanda kept telling me that DIRECTV had spoken with me and I had not called DIRECTV to confirm the disconnect and that DIRECTV had billed me for approximately 30 months before I noticed. I stressed to Amanda that I had never been contacted by DIRECTV after my initial E-mail in July, 2006 and that I had never spoken to DIRECTV about this account until February 24, 2009 when I discovered the fraudulent billing.
DIRECTVs position appears to be that I did not catch DIRECTV soon enough so DIRECTV intends to keep most of the funds that DIRECTV fraudulently removed from my bank account and that I did not catch DIRECTV quickly enough. The approximately $100 credit DIRECTV offered does not equal the approximately $1600 dollars DIRECTV obtained fraudulently.
make sure that you let them know RIGHT AWAY that the conversation is being recorded, otherwise EVERYTHING said is not admisable before any court, and if you tried to bring it before the court when you did not let the party/person you were recording know RIGHT AWAY OR AT ALL then this is considered intrapment or worse. You definately dont want to play the game that way. Mouser hit this right on the nail, this is negligence on your part, no court in the free country is going to side with you.
I agree with realist on this...what type of person honestly leaves from a contracted service and does not follow up to be sure it was fully cancelled out? Furthermore, what type of person is negelegent enough to not catch the billing on their bank account or credit card for almost 2 and a half years? Personally I check all of my statements monthly and if something is, in my eyes, incorrect I call the responsible party to find out what caused the charges, but 30 months, 2 and a half years? A month or two I could see, but that long, I think not, looking at it from a legal perspective, a small claims court judge is going to ask you why you didn't realize this was happening sooner and call to stop it. If you take this to court and use this as part of your argument, any judge worth his robes would see the utter negligence on your part to watch your own finances and you'll give directv's legal team all the information they need to win the case putting you out even more money.
Your going to waste your time and money at small claims court, that for sure. Most, if not all, companies out there can only dispute 30-60 days back. A company such as directv can not disconnect/terminate your services until all is confirmed and the legality of the disconnection is gone over, so if you stated at any point that you were going to call back, then you must fallow through with that, its not on the company. FURTHERMORE you waited 30 months to say a thing, now its the companies fault? Get real, serriously. It sounds as if you are trying to rip the company off, who doesn't notice charges for 30 months. Any judge, or jury for that matter, with half a brain cell is going to see it that way too. You would be lucky to get a refund for the charges back 60 days, but 30 months I HIGHLY DOUBT IT. Beside directv is a multi billion dollar company, thier lawyers are going to make you look like an idiot, not that you are not doing a good job of that yourself. Its going to take a lot of time and money to dispute this for which you will most likely lose and be out even more moeny.
wrong billing
I have been with Direct TV for over 10 years. I recently had to move in another location. I scheduled a movers connection and had the tech come to my home, this man worked on my service for 2 days without getting a signal to any of my tvs. the tech him self explained to me that he could not get a signal and that I should go with another provider, and suggested Comcast. In about a month time I received a bill from comcast for $195 for a early cancellation fee. How in the world can a company charge be a early cancellation fee if they can't get signal to my home. I spoke with Direct Tv and they advised me if I get a ground short repaired I could get the signal. who in the world has over $1500 to get this repaired so they can connect satelite in my home. I did mention that I have been with this company over 10 years and and they will not waive the fee.
The complaint has been investigated and resolved to the customer’s satisfaction.
any dispute - report your credit card stolen
We recently had an issue with direct tv where they did a bait and switch on the pricing and then refused to talk to us about it to resolve it. My advice to anyone with a dispute with direct tv is to call your credit company and report your credit card stolen (or lost). Otherwise they will charge your card for the disputed amount without giving you an opportunity to resolve the issue. If you reporting your card stolen (or lost) that will give you a little negotiating power since they will be trying to get payment. Otherwise the minute there is a dispute they will charge your card for the amount of the dispute plus a $170 cancelation fee without telling you first.
Hope this helps!
The complaint has been investigated and resolved to the customer’s satisfaction.
This is actually not true at all. When it comes to disputing debit/credit card transactions, it comes down to whether the card was physically present or not. DirectTV transactions will always be considered not present, therefore there's no need to report your card lost or stolen in order for your bank to dispute it. Not to mention, if you report your card lost or stolen and they dispute the transaction as an unauthorized charge, Direct TV is just going to come back with your information showing it's a valid charge. Then you are responsible for the charges. What you actually NEED to do is 1) not listen to someone telling you to falsely report your card stolen and file a fraudulent dispute and 2) contact your bank to do a merchant dispute. With that you stand a chance of recovering the funds. I research these every single day and I can always tell immediately when someone is lying on their dispute paperwork. So do yourself a favor, don't lie and just dispute the charge the right way.
faulty power supplies in model # d12-500 standard receiver
Despite the information I received from Direct TV Tier 2 Tech support for the Protection Plan department in a city in Pennsylvania, Direct TV has not notified customers that they "Know" that
the model # standard-D12-500 receivers, have defective or faulty power supplies.
I became a customer less than 1 year ago, and today the 3rd different receiver I had professionally installed by their own contractor/installers, has in fact quit, died, doesn't work.
Each receiver was installed in separate locations in my home, all are on power strips, all are on different
circuit breakers, but still the model # standard-D12-500 receiver died.
The first receiver was the least used, and it died first.
The second receiver was the most used, and finally the 3rd unit died and here is the problem;
They do not want to replace what they know is faulty, even though I bought and maintain their
"Direct TV Protection Plan". Instead, they have referred me to an internal department called:
"Case Management".
After talking to a rude condescending, smarmy, Pennsylvania Supervisor named: "Steven" in their Tier III Technical Support area for the Protection Plan, He did nothing, and worse, said that
"he could do nothing and that even though I keep talking now for 12 minutes, that you [I], would have to talk to "Case Management" before a replacement would be ordered".
- He did not empathize or ever say he understood my dissatisfaction at all
- He made no effort to resolve the problem
- He was very condescending, smarmy in his tone, attitude and was clearly obvious he didn't care
- He would not give me the phone number to the "Case Management" department
- He made no attempt to do ANYTHING!
* In all honesty, I called him a "Smarmy, condescending punk". [Many would have said much worse]
If Direct TV knew there is an issue with the model receivers, why should I have to talk to anyone before the unit gets replaced? I have paid for the protection plan, and even though they are fully aware of their model # standard-D12-500 receiver having defective of faulty power supplies, in stead,
because they have another layer of wasted processes that I have to jump through in order for them to "make good" on both their Protection Plan, and for them to deal with their own know issues dealing
with model # standard-D12-500 receiver having faulty or bad power supplies.
[as told to me by their own Tier II Technical Support area for the Protection Plan Associate]
I am very angry, but unfortunately, I've got some more months left on my contract.
I guess that is what I have to look forward to from their customer service, and from their company.
I guess they feel their are more customers, "in the bush" they'd rather have than the ones they already have being happy.
If they make good, I will post that here too. But as for now, I have to talk to their
"Case Management" department. I hope they are not from Pennsylvania too!
Hello All, I am the "Angry Customer in NV. who originally posted the complaint on 5/26/09.
As promised I am following up with the resolution.
After multiple phone calls from and to their "Case Management" department,
their "Customer Advocacy Team- Cimarron" and also after sending emails through
their website, to their COO, and being very persistent with them, they did get me
a replacement receiver, but failed to send me a "Recovery kit" to mail them back their defective receiver.
Even with a "Protection Plan", I was on the verge of getting shafted by Their "Case management Team" for a $55.00 fee. You see, if you do not return the defective unit within 7 days, a fee is charged to your Direct TV account. I had to continue to talk to another "Case Management Rep." to get a "Recovery Kit" sent to my house. The actual replacement receiver came on 5/28/2009 in the afternoon, it did not come with return shipping instructions or even activation instructions.
[I was glad that at the point of talking to each layer of people in each department redundantly,
I asked the same questions over and over to every person I talked to, because the information I was given seemed to change with each person, and department - somehow I discerned their process]
I did not get the "Recovery Kit" until 6/3/2009, and it wasn't picked up by Fed Ex until around noon 6/4/2009. [The shipping label Direct TV provided was a Fed Ex "Express Saver", not overnight]
Again, I had 7 days to return the defective unit, and they were cutting it too close, and again, it was
their processes of doing business which kept me angry, and still looking at them critically. To date,
they have no concern that they got me angry to begin with or having gave a defective unit, broken processes, and misleading personnel. This can be fixed with the right process consultant, I happen to have been one in my business life for a very large multinational corporation.
HERE IS THE "CASE MANAGEMENT" PROCESS I WAS SENT THROUGH/(condensed):
[*Please note: Additional time, emails, and conversations were had with my initiating them in between each step of this process outlined below]
1- I made my original complaint late on 5/26/09, to mainly the "Protection Plan department"
[who I had been forwarded to because it was a technical issue according to the initial phone rep.]
2- The "Tier II Technical Support" [which is the Protection Plan department"] forwarded me to
"Case Management". {The reason they gave was that I had already had 2 defective units replaced and their was too much "account activity".} DUH!
3- "Case Management" called me the next day, and ordered a replacement unit, but forgot the
"Recovery kit" to mail back to them the defective unit".
4- I called "Case management" daily until the unit arrived. They gave me a PIN to even get through to their department, without a pin, you cannot even contact them, and it changes daily.
[*Case Management reps, all promised that I would be contacted with an ETA of the replacement unit, but the "Case Owner" never did provide that information to me nor did she call me back when I left messages for her to, nor did she notate my account on the ETA so that any Case Management Rep. could have told me that information easily.]
5- Each time, daily when I called "Case Management", I had to speak to a different person, because
it is their "PROCESS" to not give you a direct line to the original person you talked with.
Instead, whichever Case Management Rep you get, sends the "Case Owner" a request by email for them to return contact to you. [My case manager never did return my calls, until after I got the replacement unit installed and activated with yet another "Case Management Department Rep."]
6- It was my questioning that Case Management Department Rep who helped get the replacement receiver activated, for the "Recovery Kit".
7- That Case Management Department Rep. did not know "HOW" to get me a "Recovery Kit",
and so I was on hold while he got trained in ordering what should have come with the replacement
receiver to begin with. He finally was able to order the recovery kit, and I at this point requested that
my "CASE" remain "OPEN" until the unit was sent back to them, and that I was not charged the $55.00 fee for missing the 7 day deadline due to their errors in their processes.
8- I got the "Recovery Kit" on 6/3/2009, and Fed Ex'd the defective receiver back to them on 6/4/2009.
8- The "Case Owner" from the Case Management Department called after many days, and my phone calls to ask if everything was properly operating with the replacement receiver they sent. She called
on 6/5/2009 at 2:59 Pm PST. [She hung up abruptly, not allowing me to question her about not charging the $55.00 fee to my account for not being able to return the defective receiver within their
specified timetable.]
9- So far, the receiver is working fine, and I will be watching to see if they have the nerve to charge my account that $55.00 fee for missing their deadline, but you know I'll keep you posted.
*Special Note[s]*
It is Direct TV's process that when your account goes into their "Case Management" department,
the first person who calls you is referred to as the "Case Owner".
Also,
I did purchase the protection plan from the moment I ordered service from Direct TV,
and yet, they sent my account into "Case Management". In fact, I was told that anytime I call
them from now on, [for the next 9 months] I will immediately sent to one of the "Case Management" reps.
And,
A "Recovery Kit" consists of: a Fed Ex return postage paid label, packing instructions, and Fed Ex instructions.
** Whatever you do, take copious notes which includes getting employee I.D. numbers which they
must give you even though they may not tell you their actual real first name. [most do not]
SO make sure you get employee ID Numbers. Ask ever person you talk to the same questions,
each one has a level of knowledge and willingness to either give you the correct information or not.
** Many of the Reps. just want to pass the buck via "Noting" your account, and don't really do it, make them read back to you the information you want noted on your account to insure they did it at all, especially your phone numbers or contact information and information you are requesting specifically. Make them read it back to you, make them read it back to you, do not let them off the hook by telling them your information again after you ask them to read it back to you. If they admit to failing in properly noting your account, give your information to them again, and repeat the read back. It is the only way to get what you need documented on your account.
__________________________________________________
If they charge my account the $55.00 or something else happens, I'll keep you posted,
-- Angry in NV.
The complaint has been investigated and resolved to the customer’s satisfaction.
Same thing happened with me...I have two of these receivers that died in a 4 month span and DIRECTV won't do diddly to replace them. I am in month 22 out of my 24 month contract. They wanted to charge me 21.00 for shipping and then they would send me another unit but they would have to renew my 2 year contract...what a SCAM.
Take care of your customers DIRECTV, treating your customers in this manner when you know about problematic piece of equipment will only be your demise. Quality control and customer satisfaction prevents your churn in customer base - this has been going on too long. DIRECTTV executives need to step up and listen to their customers!
Jeff Gasner
I had the same problem with the same receiver (and I live in Pennsylvania.) I had one die, and they sent me a new one and charged me the 21.00 shipping. Not less than a month later, the second one went out in the same manner. (I too have everything hooked up to a power strip, etc. etc.) However, I do not have the protection program. I called and talked to some Brit/Aussie who made me go through the ridiculous procedures to check if I didn't have it hooked up properly (I tried explaining that the exact same thing happened less than a month ago...yet he made me go through the hoops unless I wanted to be labeled "uncooperative".) Having done that, I asked if he could send me a new one (for the $21.00 fee again) and he told me "no, I could either a) buy the protection program or b) have a tech come out and install a new one." I told him I didn't want to take a day off work for a tech to install a new one (and charge me for a tech fee, whatever that might be) and I didn't want to get the protection plan (which seemed to me a scam; why should I pay for a protection plan when the problem was with their equipment?). I ended up telling him I couldn't wait till my contract runs out to which he had no reply. I am sure that if I let my contract laps and return the unusable receiver they'll charge me for it. Not sure what to do; I may just contact them again and threaten them with an FTC complaint. I'll repost when I hear anything new...
I just had the same issue today with one of my receivers. I called customer service and was told that they know that it is a problem and that it would be replaced at no cost because I have the protection plan. I was shocked that I would have been paying for a replacement if I wasn't on the plan.
I work in the telecom industry and am responsible for making sure customers get kits for DSL. If customers call in about faulty modems, we replace them without any cost to the customer because it is OUR faulty equipment. When I ordered Direct TV, I was told that the plan only covered the satelite outside, which makes a little more sense.
This isn't the first issue I've had with Direct TV. It took them about 3 missed appointments (they never showed up) before they were finally able to get a contractor to come install it. I will be looking for another provider when my contract is up. Not very impressed with them.
Hey there! I am having issues with my equipment too. About weeks ago my first receiver went out and on the day I got the one to replace that one, my second went out. I don't have the protection plan and I paid $20 for the shipping for the first one and I'll either have to pay another $20 for SHIPPING or I'll have to buy the protection plan. Sigh. Damn the man...
hidden charges
Subscriber beware: Direct TV has hidden charges that are not disclosed at the time of sign up. I asked the person at the call center "Please tell me about any charges that I my incur during set up and installation." She said there were none. The satellite dish was free. The DVR was free. The set-up and installation are free. I even got lucky and got HBO, Starrs and Showtime for three months for free. Lucky me! After giving her all my info, scheduling an appoitment, she asked for my credit card. "Why" I asked. She needed to charge me $19.99 for shipping and handling of the satellite dish and DVR. I said "I asked you if there were any additional charges and you assured me there were not. Now you're asking for my credit card number." I got a major song and dance but I figured (as I assume they hoped I and every other fool will) that I had spent all this time getting signed up, so what was $19.99? So I gave her my card number. Today the installers showed up and the first things out of their mouths were that because I have a flat roof on my house there would be a $65.00 custom installation charge. I hit the roof (no pun intended). I called Direct TV and they said they can't predict when a home will need a custom installation. I told them I wasn't even told about the possibility of a custom installation charge. They referred me to the fine, fine, fine print at the bottom of the flyer. I said "But I asked the sales associate if there would be any additional charges and she said "No." Why wasn't I told at that time about the $19.99 s&h fee and the possibility of the $65.00 custom installation fee"? Oh, we're sorry...so I'm SOL. And so are you if you have a flat or tiled roof. In my book, omission is the same as lying. What a way to build customer loyalty!
The complaint has been investigated and resolved to the customer’s satisfaction.
I know that this post is somewhat dated, but DTV just tried to hand me the $19.99 BS. I moved and they told me that everything for the move was free. Then she tried to fleece me for the money. I asked what it was for and received the same reply as above. I then proceeded to tell her that in fact wasn't free. I even looked over the move offer details...nothing listed for delivery cost and tech visit. I asked for a credit on my bill if she was still going to charge me the fee. She proceeded to argue with me...that's when I asked to speak with a supervisor. She put me on hold for about a minute, came back and told me that the fee would be waived as a one time courtesy because I was a loyal customer...BS...but I didn't get fleeced!
I THINK YOU ARE ALL BEING HARD ON EACH OTHER. i JUST ORDERED DIRECT TV. tHE 19.99 CHARGE DID COME LATE IN THE PHONE ORDERING WHICH IS LAME BUT THEY DID TELL ME THERE COULD BE A CUSTOM INSTALL CHARGE IF MY SITUATION IS DIFFERANT. KEEP IN MIND WE ARE THE MERCY OF UTILITIES AND WE JUST HAVE TO LIVE WITH THE SCAM PORTIONS OF IT. iTS JUST SIMPLE BUSINESS GREED.
I ordered and installed Direct Tv about 5 months ago. At the time, I had the opprotunity to install up to 4 rooms. I did only 2 rooms. I called to get a 3rd room installed and was told I would be charge as a "new customer" and the extra install would cost over $100.00 and add extra on to my bill every month. At the time of my initial installation, I had told them that if my son where to move / come home, I would put service in his bedroom. They said nothing about extra charges at a later time. Well he will be home from college over the holidays and I wanted his bedroom to be as inviting as possible. However, not now, I can't afford the extra fees to put a receiver in his room. I should have been told this at the time that I ordered my initial hook up. I would have just done it then, FOR FREE. What a rip off!
I too had a technitian come to my door today on day of install and tell me that theres a $75 custom install fee cause he cant put it on my roof.. which is BS. I called Direct tv and the lady that answered the phone wasnt willing to answer ANY of my questions about this hidden charge, and was rude when I told her she could not have my name and address to continue processing me as a new customer. Im sorry but if you have a problem with answering your clients questions, you SHOULD NOT be a customer service rep. Thats their job is to SATISFY the customer so they DONT LOSE them. Luckily since my husband is military, the tech waved the fee. THAT is good customer service Mr. Technition!
You are unrealistic and the poster (realist) was, in fact, much more REAL than your attitude. They could have said it differently. But it sounds like you want everything for nothing. Let me guess- Obama supporter maybe? :)
It answered my questions about upfront hidden fees for Direct TV. Go suck on a tailpipe Realist.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
oh, you poor poor victum. lets all feel sorry for the person who didnt read the whole flyer, there was no way that the poor lady/gentlemen helping you with your order could know that you would need customer work done. get a life, serriously. and yeah you are right what did happen to customer LOYALTY, because what your dumb ### is complaining about was CUSTOMER SERVICE. There you are, someone give you the pitty party you wanted, oh not what you were expecting, then heres and idea GET OVER IT
fraud
Direct TV decided after being told to terminate service instead to place it into their "suspended" category. They have since then charged me for 3 months of service I never received. I had to call my credit card company and not only object to the charge but terminate the current credit card number and get a new one issued. After speaking with two Direct...
Read full complaint and 45 commentsincorrect billing, horrible customer service, flat out disrespect and lies
From start to end this was by far the worst experience I have ever had with a company. Long story short, every bill was incorrect and we had to call in and hassle with them for hours to get it fixed. Our equipment was faulty and it took nearly a month and 5-6 tries to get the correct (And original) equipment model we had. We were hung up on multiple times. We were told even though their equipment gave out, if we wanted that same model (Or even one equivalent) that we would just have to go purchase one from somewhere like best buy. We filed complaints with the bbb, the ag in denver (Their headquarters) , and my wife did with some other business agency. Overall, I would say we probably spent roughly 24-30 hours on the phone with these people. They either have no sense of business, or are complete ###s. Even the supervisors basically had the "well that's just tough luck attitude". The final straw was when they missed a scheduled move of equipment date (As we bought a new house) and "could not get a hold of their contractors to see where they were because they didn't have their telephone number, only their e-mail address". They then told us we would have to wait for the next available install date, which was 2 weeks out, and we would still have to pay for service because until the equipment was transferred, we still had service at our old residence (Which we no longer had access to as it was sold). We then canceled our service because we had finally had enough. They charged us the cancellation fee without notification (We knew we would have to pay one, but didn't know when) and caused our books to be off and go negative. We now are getting a lawyer involved just to show them how much of a pain they were to us. This company is the worst experience I ever had in the business world. Do not use this service, consider yourself warned.
The complaint has been investigated and resolved to the customer’s satisfaction.
I called the technician to fix the antenna from the Deck to the roof.
First they kept on giving me ideas that what if the roof starts leaking. I said it will be Direct TV who will repair the roof.
Our community does not allow antennas on the deck because of the view of the community. These people (Trust me horrible people) dont want to go on the roof to fix the same.
Technician parked his Direct TV Van on the driveway (right in the middle of the driveway) I had to go out for some work and i asked him to get his car on the driveway. rather than putting it perpendicular to the driveway. The stupid person started asking me why do I need to remove the car. how much time will i need to get the car out of the driveway. I lost my temper and asked him to get out of my property.
At last he agreed to do the same and still had issues saying what if i pull down the ladder and scratches my car. All sorts of issues that person had in life and would never do things the first time right. Totally unprofessional guys and dont know how to talk.
Ultimately he put two big antennas on our Bumped out roof and our sky visiion is blocked from the kitchen. To TOP it off, the antennas are now blocking the view from out master bedroom!
Totally unprofessional guys and dont use common sense. I was much happy with the Cable network.
They dont want to go to the top of the roof for whatever reason. Asks 100 dollars every visit. Asks me to pay 5 dollars per month for taking insurance!
God such insane people who cant have minimum expectations fulfilled
Hi I just got off the phone with direcr tv .I to have same problem the bill varies month to month calls go on deaf ears .I call fortroubled with hd (when ever its cloudy or raining theres no picture) when i explain it to them they just say if i want a tech there will be a 50 dollar chage, I respond that i've been calling since the install .They reply well it will be 50 dollars or i could by insurance for 5.95 a month. Then they have the nerve to say what else can I help you with..People dont get involved with direct tv its a mightmre.
charge account even after 7 days cancellation
my husband cancelled directv after 7 days because on the back of the bills said you could cancelled by 7 days without unathorized charges but guess what they charge my husband debit card $454.00 to which overdraft on his account.
so never believe on DIRECTV they are suck. From greed customer representatives.
i already told this to my friends never go to DIRECTV. never...
The complaint has been investigated and resolved to the customer’s satisfaction.
MESSAGE TO ALL REALIST IS A LOSER, SADISTIC ###, THAT HAS NOTHING BETTER TO DO THEN TO TRY TO DISCREDIT PEOPLE BY TALKING ### ABOUT EVERYBODY. CLICK HER NAME AND CHECK HER COMMENTS TO PEOPLE. SHE IS RUDE, HAS NO VALUE POINTS AND I CAN'T BELIEVE SHE WASTES HER TIME. BUT SHE DOES. WHICH ONLY MAKES ME COME TO ONE CONCLUSION THAT SHE MAKES UP EVERY MORNING AND LOOKS IN THE MIRROR AND REALIZES SHE CAN'T STAND HERSELF AND HATES THE WORLD. GO GET A LIFE YOU F'EN LOSER...
SORRY TO EVERYBODY ELSE, I AM NOT LIKE THIS UNTIL I GET ATTACKED PERSONALLY FROM SOMEBODY THAT HAS NO IDEA WHO I AM OR KNOWS YOU. KEEP POSTING YOUR COMPLAINTS, IF ANYTHING ELSE IT ALLOWS OTHERS TO WATCH OUT FOR WHEN DEALING WITH COMPANY'S.
No company leagally has to give you a trial period. They are not greedy they are just holding you to the commitment you agreed to by having their services installed. Directv payed out a lot of money to start you as a customer (anywhere from $1, 500 to $3, 000 depending on installations and equipment) So you are pretty much pathetic to complain when you broke the contract not them
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