DirecTV
Reviews and Complaints

A few months back I was sent to collections over a installation that never happened. Nobody ever showed up and I had to pay over 300 plus dollars. I spoke to multiple supervisors and they say they'll call me back and never do. Was sold with a promise to receive $200 in gift cards that never came. Direct tv blamed at&t and at&t blamed direct tv... I've been a loyal customer for years. This isn't all, I'm suppose to be locked in to a $120 a month and paid $186 dollars today. Lack of integrity and customer service. This merger has been nothing but GARBAGE! SHAMEFULLY BUSINESS!

Direct TV account #[protected]
Lamont & Tia Roach

My Direct TV service has been out of order since March 2017. Originally, the issue was reported at the main Genie box, not working. Technicians were sent out to correct the problem. The first technician sent was not savvy/or a programming technician. He called for backup, and they were at the property trying to figure out the issue. They were there for several hours. Finally, they figured out their findings. They found that, they (Direct TV) put in the incorrect box replacement, and set up two Genie's on the account. Which caused system issues, and it had to be reconfigured and corrected. After being there for more than several hours. They thought they had fixed the entire system in the house, with the exception of one box, and mentioned that it was the HDMI cable, and that we needed to purchase, and install another one. So, that TV was left not working; only that it needed an HDMI cable. Per the DTV technician, a new HDMI cable was installed by us (the home owner), and the box still does not work. We called another technician out for service, and he left a note that all was fixed, and that was not true. Went to watch the television and still not working. I can go on, and on about this technical issue, but now what needs to be explained is the customer service issue. Today May 11th, I called to ask for repayment for services not rendered for two months, and still no service to the date. I spoke with Alicia agent # 4853, who accused my husband and me of continuously calling for credits. She mentioned there was no credit do, and if she would provide us an $80 credit, we would be happy. She simply was not getting it. I explained to her, that I was not asking for a credit, but was asking for service to watch television, that I cannot watch. I did not know I could get billed for a service that was not provided. Again, I am so disappointed and dissatisfied with the DTV service lately, and would like to get it resolved, but can't seem to get any one to help or assist. Especially, when accused of just calling for credits, like I don’t pay for a monthly service. I happen to pay a significant amount on a monthly basis, just like all other consumers, and would like to be treated with respect when I call the DTV center. Alicia #4853, was rude, accusatory, and combative, and wanted to only acknowledge, that a $25 credit was provided. Her attitude and the $25 credit did not do anything for me. Not to mention, that back in March, I was told I would have a full month credit. That never happened. I have been a loyal customer for more than 16 years at two different property locations. If I do call for a credit, it's for a service that was not rendered, a credit that was offered for a new service via DTV, something not working in the DTV universe, a service that was seen available through marketing via a commercial, or discounts available to loyal customers, what’s wrong with that? I can't get an expert technician to get my home system aligned, I can't get a call center representative to help me, I'm accused of asking for free credits. So disappointed, I was made to feel like a criminal, or a con artist, when I pay a monthly billed expense, just to get sloppy, lousy, lazy, service, with no credible service technicians that don't understand or can conceptualize the DTV system. It would be greatly appreciated if someone, in Direct TV can help with the matter. I hope the message does not get discarded, or is sent into a black whole. It would be then again, the customer does not matter, but pay your bill.

A desirable resolution would be to have my bill compensated from March to current, and for the DTV service to be working, because it's still not working.

Tia Roach

Hi, my name is Charles Hall and someone has used my name and address for a Direct-TV account and I never had Direct-TV account before. I called the Creditor number the first time and the woman that answered said that someone from Morgan North Carolina or somewhere like that was using my name and address from North Carolina, which I have never lived in North Carolina. The woman told be she would put this as a fraud account and would close it and I would receive no more correspondence. Well a week later, I have received another letter, so I called the Creditor again, and a woman answered and said that I should file a police report and file a Direct-TV Identify theft form, which I am doing now. The Direct-TV account number is [protected].

In Jan 2016, I contacted customer service to find out information about acquiring as a new service. I specifically discussed the price per month and the 2-year contract, as I had been burned in the past by another company. I was not going to switch to a new service that did the same thing. I DISTINCTLY discussed the rate and that the monthly rate would stay the same for the full 2-year contract, which I could not cancel without penalties. The customer rep assured me the rate would remain the same for the full 2 years, with occasional offers.

I got the service in February 2016 and the first problem was ongoing lack of ability to DVR several programs. I contacted customer service and was told the customer rep had quoted me a price for the regular DVR device, not the GENIE, which limited my ability to record several programs at once. They did credit my account for the difference in the DVR charges-a full year of charges all at once. My monthly bill, however, was higher than was quoted because of the higher DVR option. I attributed this incident to a misunderstanding or mistake on the part of the sales rep, and let it go, because they did make some restitution, and I did want the service of the higher-grade DVR.

I had frequent problems in the first few months with episodes of TV not available, causing me to re-set my box many times and missing programs.

The next problem was an initial package of some premium channels for the 1st 3 months. At one point in the multitude of calls about the DVR and "re-set" problems, I gave verbal instructions to a customer service rep to end the premium channels when the promotion period was done, as it was getting close to the end of the 3-month period. When the bill arrived for the 4th month, I was charged for the use of those channels and no arguing with the customer-service people would remove that charge.
I again let it go, with the slow burn of a consumer who was getting the raw end of a company who apparently employed uninformed service and sales reps. The service went on uneventfully for the following months except for an occasional need to re-set my box or a dropped/interrupted DVR program here and there.
In Feb 2017, my bill went up from $51 to over $80. The explanation on the bill was "credits ended". I called customer service on 3/4/17 who took my complaint and was unable to resolve the issue (which was my demand to return the bill to agreed-upon price for the full 2-year contract.) The rep said my complaint would be "escalated, " which meant that the complaint supervisors would review the audio tapes of the initial conversation/call I had with the sales rep in Jan 2016. The service rep took my number and told me a supervisor would contact me with the decision in 5-7 business days (which would have been 3/17/17). I contacted customer service again on 3/17 when I hadn't heard back from anyone. The rep on the 17th said my complaint was still in the process, and the decision was not back yet; he said to give them one more week. In the meantime, I had received a second bill for the higher charge, which was being deducted out of my checking account, the result of which bounced some checks in my checking account. On 4/4, I received a 3rd bill which indicated my account was being credited $5 per months for 12 months. I contacted the customer service department again on 4/10, and that rep explained that the company was giving me that break as a result of my complaint. No one contacted me as the reps had stated they would. I asked to speak to their supervisor. The supervisor was very rude and said they had no way to review the tapes from the initial sales rep call, even though I gave them the rep's name and the date/time I called. He said they didn't keep the tapes. My suspicion is that they DID review the tapes, as their customer-service rep said they would do. However, they didn't want to admit the mistake made by the sales rep in 2016 and so decided to change their story.

I then asked for the arbitration process which is mentioned on my paper bill as the company's way to resolve complaints. He said he knew of no such policy and gave me the address of the company's legal department in response. I asked to have my service cancelled but he said I would be responsible for the unpaid months and a cancellation fee.
As my mother has been ill in the past months, I have not had an opportunity to legally pursue this issue but I will be, if the company does not restore my monthly bill to the agreed-upon rate.

I would like to resolve the issue with the company before it gets to that step. If their sales reps gave the wrong information to me, the consumer, it is their obligation to honor that, and re-train their employee. With this situation, they are highlighting that their customer service reps and their sales reps are improperly trained as to procedure. I got quoted the wrong information regarding 2-yr contract rates, I was quoted the wrong information regarding the higher-grade DVR service, I was told they would stop the premium channels at my request, I was told the supervisors would call me with their decision, and I was told their "supervisor" had no knowledge of what is included with their own customer bills. If ANY of the initial sales information had been truthful, I would not have taken the service. And now I will suffer credit problems if I don't pay the bill they decided to have me pay. They will charge me for the unused months and set a collection agency after me to get it.
I guess that the Direct TV company thought I would blow off yet another bait & switch facet of their service. I might have thought when I encountered the first problem (or even 2!) that some representatives made mistakes in their customer service. Everyone has bad days and makes mistakes, and a few dollars was not worth all the aggravation. I now know that this is a constant barrage of misinformation and the company screws their customers in the assumption they won't make a fuss about a $30/month increase. I absolutely wanted to support a new service that took the place of what I felt was a monopolizing cable company that also changed their rates in the past. Too bad Direct TV turned out to be even worse. I am one of a few hundred million, but my voice in the company's reputation will be joining the others who have been screwed by this service.

I requested that my acct with Dircet tv be cancelled, however, I continued to get charged, to the tune of $456.00. I called Direct tv and they sent me a box to send the equipment back, which I did. At which time, as I was told, when the equipment was return, I would have a $0 balance. I would like to resolve this matter, as it is affecting my credit.

A month or so ago I inquired into subscribing with Direct TV. One of their biggest sales pitches was the "Watch TV on your telephone while on the go". I pointed out that one of my phones was a flip phone. They did acknowledge that the TV will not work on the flip phone. They went on to say they would "Give Me" an upgrade for that phone to one that will work with Direct TV. I went to AT&T this past Sunday to get my upgrade and was given the news...I was the third person who had come into the AT&T Store with that story, but unfortunately I had to buy any "upgrade" to the turn of $500.00 plus dollars. They urge me to get back in touch with Direct TV concerning this promise. Today, I spoke with six (6) different people from both Direct TV where I started and AT&T where I was transferred only to be transferred back to two (2) other Direct TV employees. Ultimately if I need a upgrade they will only "Give Me" the store address where I go and purchase the promised upgrade. I see my old provider SPECTRUM on the horizon!

I was told last april 2016 that I was locked in with price for 2 years. This april 2017 I was told no price is not locked in for 2 years but 1 and it is your choice whether you stay with us for 2 years. My billed at this time doubled. She reduced bill. Yesterday I was watching television and received an error message. I called Directtv today and was told a technician needed to come out and there would be $80 charge. I told her I had protection. she said I did not. I assured her I was told that I did. She said no. After this I was over directtv there deception promotion of 2 year locked prices. Then the deception of get protection and it covers everything and it does not. I cancel my service with directtv only to find out there is a 2 year commitment and I will be charged the balance of $200 for early withdrawal. Again I was not told this. Frustrated, tired and not a happy person with Directtv

this number kept showing up on my phone ... so on my break I called it and it was direct tv. after I was on hold they asked what I wanted... I said you have been calling me so what did you want? well we see you are a new customer ( which I was a customer in the past so I already knew all about the service) and we wanted to know if you knew about the free HBO bla bla bla... I said yes and quit calling me and make sure you don't take automatically take my payment off of my debit card like you did my first bill without authorization either. so she said fine and bye... so I went back to work and about and hour or so later my cell is ringing again and its direct TV's number again! the [protected]... so I picked it up and didn't say anything and could hear 2 Asian guys joking and acting stupid and then I said hello? and said it again ? who are you calling? I said who is this? they said your new boyfriend... I said oh really? because I happen to know that this is direct TV's phone number and I am turning you in for harassment! oh man please don't please don't and the other smart ### says do what you want to! now that shows you just how happy I am to have started service back with this company. what a joke.

My father died and DirecTV customer service told me there was no issue to close the account early. Not to mention their service is crap and completely unreliable. There wasn't any quality service and trying to get problems resolved? Never got any help. Instead they stick a disconnect fee and force a collector down my throat. Unethical and not worth it.

I was talked into upgrading all my receivers and therefore a new 2 year contract by getting 4k compatibility after my wife and I purchased a 4k tv in December. When the Tech came to install the system, he informed me that the "new" HR54 received does not get 4k content. It only sends the 4k content to the satellite receivers. I wasn't happy but we moved the main unit upstairs so I could get 4k downstairs. Fast forward to April 28th and we had some internet issues so I called the customer service representatives to ask if they had some type of firmware upgrade to actually get 4k content on the main receiver. Apparently, this is not going to happen and the representative was confused because she thought that I should get 4k content on that receiver. After explaining it several times, she checked in with someone else to find out this was true. 1.) This should have been explained to me initially when it was sold. 2.) It may be apparent that Direct TV employees are not informed about this content issue and 3.) Really? Why would you even offer the content if you hadn't solved this issue.

I then asked the support on the phone if they would provide another satellite 4k receiver that I could use to get 4k content to the main tv and she told me that was an upgrade. You, DirectTV, are the ones that made that mistake--so fix it. By the way, my support call was also for the fact that Direct TV cinema was not working. DirectTV will e-mail me when it's working again and they don't know when that is.

Damon

we recently moved and wanted to transfer our service, we have had Direct TV many years and have moved several times. we had an apt set up for the same day as our move, my wife brought a TV and all the boxes we wanted hooked up 5 In total. when the service tech arrived he said he needed all the TV's or he could not hook up the cable, we know that's bull crap as I said we have moved several times with our work and never needed more than one TV on site, the TV we had was a small flat screen that weighs about 10 pounds and could be easily moved from site to site. and since the cable needed to be installed he could have done that with no TV's on site. the tech hooked up the one TV we had and left. we set up another apt for Friday, when the tech arrived he said he was not there to do the work we needed and left. I don't know what he thought he was there for. after several hours on the phone and two wasted days waiting on them we were told that it was entered into the computer as incomplete and that they had to return within 24 hours. well that did not happen either. when I called costumer service the lady was rude and said they could not come out until the following week. my wife and I work 12 hour days we are not going to take off a days work to accommodate them we are the ones paying $3000 a year for cable and internet. especially after we already waited two different days for them. we are switching our provider and will never go back to Direct TV again. I would recommend anyone looking for a provider to look somewhere else. this happened 4.26.17 and 4.28.17 a lady named shelly [ from customer relations dept. I believe ph. # [protected] pin 1662 ] told us it would be resolved within 24 hours, when I called back the second time 24 hours later I did not get the second lady's name.

I've been dealing with multiple Directv issues since the beginning of the year and I can seem to get any of them worked out and it's almost May! First they extended my agreement for another 24 months when I added my own "owned" box. Then I was promised $35 off per month not to cancel before I moved the the agent made no record of this in the notes and no one wants to pull the recorded phone conversation and lastly I was promised certain credits for moving and nothing happened with that either. Is this a joke that no one can be contacted there to help me? I've escalated my issues at least 6 times and no one has called me back. I've spoken to supervisors and nothing gets resolved. I spend an hour to 2 hours every week I call on one call with the longest time being 4 hours (attached screenshot). I've been hung up on multiple times with no call back. This the worst customer service I've ever received!

I purchased a 4k tv and upgraded my directv service in january. Suddenly on tuesday april 25th, my programming stopped and the message said that I had to change from hdmi to component video. I called customer support and they said that upgraded security requires that I go back to component video from hdmi and they would send me a box. I complained to their legal department and they hung up on me. Interesting since the directv boxes they installed only have hdmi and no component video!.
Also, the 4k programmng is the same that I saw two years ago, a few documentaries and if you want a 4k movie, usually an old one, they charge you $12 for two days for an old movie that is usually free.
I asked to cancel my service and they said they would charge me $400!
Very rude and they hung up on me.

I was on hold for 23 minutes and 45 seconds to get someone to answer the phone. Service agent: Melanie - Badge number 0737.

I asked to speak with a supervisor. Melanie connected me to Eric the supervisor who put me on hold for another 6 minutes before he answered.

This is Costco's VIP Hotline? Terrible customer service!

By the way; they told me in 5 seconds that I need to call Direct TV corporate phone number to get help.

Jeff Carrick
[protected]
Costco Member Number: [protected]

On [protected] at 4:15 pm mountain time, I called [protected] to ask questions about my billing statement.
I was connected with a representative named Sam. Because he did not provide the information that satisfied my concerns, I asked to talk with a supervisor. He stated the supervisor was at his back informing him how to answer. I requested to speak with him. He said no is is not available because he is helping someone else. I said then he is not at your back and that saying he was, was being untruthful. I said that I would call back to speak with someone else who I could trust, as he just lied to his customer. I hung up. Within 1 minute I received a call back from "Sam" who said this to me: " Don't be a crying lady when I call back. Bye for now". And he hung up.

After talking to several of the representives and being transferred without being heard. I feel that your workers are rude and disrespectful . We had problems due to the labels being wrong on our behalf, but was shuffled to place to place due to your workers not understanding ! To top it off the managers response was" Ma'am you should have paid to have the product sent back! Is this the best answer, when it was different wodrkers failing to direct is in the beginning !

I am so sick of this company and it's high rates.And reps who barely speak Goodwin English.Doing and saying anything to get you off the phone.It's like they don't want to do their job.I can't even get a rep who understands how to read a bill.And that's what they are supposedly trained on.This is a rip off cable company. I hope this company loses all their customers.Because their agents need to be unemployed.They do not want to work.

I have been trying to get a refund from direct tv for a week now I keep getting the run around on my own money. I have talked to 4 customer service workers and 2 supervisors. All who gave different information. What I don't understand if everyone had the same training and knowledge on direct tv why several different answers. I was told 72 hrs then told once its processed it's another 72 hrs to a supervisor ms Maggie telling me it's processed and return it's my bank fault and to contact them. My bank has no process. Call back get another supervisor jake who is rude and yelling telling me he can't provide me any information or can't tell me where my money went to. No help at all. And when I asked to speak to someone else he claimed he was the highest of the supervisor. I doubt that since he don't own direct tv. So I hung up to speak to some one else. Next I get rob who is no supervisor but was able to explain everything including the card number my money went back to. And when I should receive it. Explaining that it take 5 to 10 business days and not 72 hrs. How do a regular employee handle a problem that 2 supervisor can't handle. So clearly promotions was given to the wrong people. It's no way to talk to some one when you have a complaint they don't offer you anything for your inconvenience. When my contract is up I will not be returning to DIRECTV. To be yelled at and made incompetent by a supervisor a company who accepts that does not need my money or service

We live in Florida and own a seasonal residence (open April - November) in Virginia. I suspended the account when we returned to Florida in 2015 and un-suspended in April 2016 when we returned to Virginia. This is a campground that closes in November and does not reopen until April. We have no need for Direct TV during the months we are gone when the campground is closed. The electricity is turned off during that time. 3

I have called seven times today to possibly speak with someone who is from the USA and speaks English as a FIRST language. It is not humanly possible. They refuse to transfer the call or give our an alternative number to call. I suspect its because they are working from home in Indonesia. The web site says ATT/Direct TV is an American company. Where are those people?

I am trying to find out about extending the reconnect until we arrive in June and not pay for needless/worthless service during the time we are not there. So far I have yet to get anyone who understands what I am asking. I also tried to find out how much it would cost to discontinue service, because I know from previous posts, that they charge outlandish charges to your CC that they mandate you give them when the account is opened. No one could give me that information.

I have tried finding an email address for Direct, but the web site directs you to the phone number for the call center in Indonesia, I suppose.

I was suppose to get a Visa gift card for changing my network to you guys and I was not told that I had to remind you to mail all the necessary steps to receive what I was told after I was qualified for your services. Now I just found out that I had until 4/19th/ 2017 which was yesterday and it is saying that I'm not untitled to get the Visa gift card just because I wasn't informed that I had to remind them to mail all the necessary paper work for me to get the Visa gift card. Also they was suppose to send me a confirmation number and they never did. What can be done about this when like I said I wasn't told that I had to remind them to mail all the necessary paper work. I was told by the technician that I would receive it after 90 days of having the service.