LOUISVILLE, KY -- I switched from U-verse to DirecTV in May 2016 and it has been a disaster! I am so frustrated and upset by what I assume is lack of communication between these two merged companies. I have had billing issues each month since I switched and it has been a circus, spending hours upon hours on the phone with company representatives that have no answers. First, I was told if I didn't like the service I could cancel, no problem (this comes into play later).
Then, the billing issues began. I was to be credited due to the overlap in U-verse/DirecTV service, and was assured all was well. My service was disconnected the first month due to lack of payment because they didn't properly notate my account and I was being charged for both cable services. Lovely! I spent hours HOURS on the phone trying to fix this issue. Finally, I spoke with a young man who took care of the issue, assured me all was well, did not charge a reinstatement fee of $50 (of course not!) and emailed me so I would have proper documentation of this fiasco.
One month later... I paid my bill on time at the beginning of September in full. Two weeks later I turn on my TV and I am not getting any service. I believe it is a technical issue and follow the prompts on the screen. That doesn't work so I call the technical support number to find out my service has been disconnected due to lack to payment AGAIN! And that there is a $400 early cancellation fee because I am on a 2 year contract! What?!
The woman tells me AT&T communicated that my account was past due and needed to be cancelled, but they took money out of my account Sept 2nd for the amount owed in full. This women then tells me I can just sign up with her directly and only owe $6. Um NO!!
I then call AT&T but they aren't available after business hours. I call DirecTV back and because I am so disgruntled they patch me through to an AT&T representative that is now magically available. The very first thing I say to her is tell me the date of the last payment received and for what amount. She confirms what I already knew. I proceed to tell her that I have no service because DirecTV was told to disconnect me because I hadn't paid.
After a looong time on the phone, she tells me my service was cancelled because of a past due home phone account... That when DirecTV installed my equipment it must have linked me with a past tenant and this home phone account is 60 days past due, but she can't tell me the amount that is delinquent. Interesting!! So I have paid my bill on time and you have cancelled me for a past due amount on a phone home (that I don't have!) but you can't tell me the amount due. This makes absolutely no sense - none whatsoever.
I have called in numerous times with billing and technical issues for the crap service and instead of apologizing and making it right, I am told some bizarre story about a mysterious ghost phone line that is somehow tied to my TV service. I hate that I switched to DirecTV. I can't stand the runaround and games in talking to these people.
No one admits fault. There is no true customer service. They try to squeeze more money out any way they can. BUT bank statements and documentation don't lie. You can't do this to people. We pay for a service. Deliver that service!
It's sad to me that I have spent so much time dealing with this issue and I can't stand that my hard earned money is being paid to this kind of company that clearly does not care about their customers. The cable cuts out if the wind blows the wrong way, the billing is a nightmare, and no one has any answers. They just transfer you around until they realize, ok, this one isn't going away. So, just tell her the TV was cut off because of a nonexistent phone line...that's past due from a previous tenant that is somehow linked to her name and account. Sure, that makes sense. They lie in the store when you sign up and then you're in a maze from hell.
The billing issues are absolutely beyond belief. I'm disgusted. The woman I spoke with was kind. I felt I should at least say that. I fear that I will pay my bill on time next month and somehow, some way something will go wrong and I will be on this terrible ride again. An entire evening away from my family trying to make sure these people aren't going to charge me undue fees, cancel services I've paid for, and round and round I'll go. Exhausted, frustrated, unfortunate AT&T customer.
DELTONA, FLORIDA -- I have had DirecTV less than a year, I moved the receiver six inches to plug in a CAT 5 cable and the entire coaxial cable connector fell out of the back of the receiver. Do not use DirecTV! They will give you used junk hardware, horrid customer service and screw you for a early termination fee.
RHINEBECK, NEW YORK -- I scheduled an installation in person for a week out and received a reminder call days before as well as the day of for the 12-4 appointment. 1 o'clock, nobody. 2 o'clock, an automated call saying no worries, they were on their way. 3 o'clock, nobody. 4 o'clock, nobody and I called the company to see what was going on.
4 o'clock -- Rep # 1: Very nice and accommodating, but had to place to me on hold for over a half hour to try and figure out the discrepancy between her computer stating someone was en route to my house currently, as well as it saying I had been rescheduled for an appointment three days away. Returning with no answers, she stated she had called my local office and that a local supervisor would be in contact with me shortly.
After 30 minutes and no calls... 5 o'clock -- Rep # 2: After explaining my situation and asking for a supervisor, this short and abrupt representative put me on hold, only to return and state my local office was closed and that she had spoken to her supervisor, and that I had a scheduled appointment for three days away. She was promptly hung up on.
5:15 -- Rep # 3: A very pleasant man answered and stated his supervisor was in a meeting, so he made over a half hour of efforts to call my local branch (which he confirmed was open until 6, despite the previous rep), while finishing by stating a local supervisor will return my call in 30 minutes to an hour, to my protests of "I've already been through this."
45 minutes later, with no returned call... 6:30 -- Rep # 4: A pleasant woman answered the phone and handed me over to her supervisor after some brief questions. Supervisor: "We're sorry, but somebody is on their way," to which I responded, "Your local offices closed at 6."
I was then told that I had an appointment scheduled three days out and that I would receive compensation for my troubles. When asked how much compensation I would receive for almost 7 hours of waiting, confusion, and incompetence on their part, he replied, "One hundred dollars is the highest I can go." One hundred dollars barely covers the satellite pole installation, with $20 left over towards my first month's bill!!! What a slap in the face!!! Avoid this disreputable, dishonest, cluster of a company like the plague!!!
ROVK SPRING, GEORGIA -- We switched back to DirecTV the 1st of May this year. We received an advertisement that promised a $200 gift card just for switching back. When I called to inquire I was told by the salesperson that I would receive the NHL Center Ice package for free the first year. I questioned him extensively on this because it seemed a little too good to be true. I never even brought the subject up. He looked at my prior account from a couple of years ago or so and noticed I had it and just offered it right out the gate. "No charge for the first year" he said. That turned out to be a lie.
He also read the channels we would be getting in the package and many of them were not there when we actually got hooked up. When we called to complain about these two lies we were told we could add the packages for more money. But of course that defeated the purpose of switching in the first place, which was to save some money each month. I spoke with a supervisor and begged the individual to check the transcript of the call has all calls are recorded and do something about the person who's making these obvious false promises.
I'm still waiting on the call back about that one. I was also told that in order to get my $200 gift card I would have to call back somewhere around six weeks into my contract to check on the status. When I did that this evening The Selective Amnesia kicked in. Nobody knows anything about a $200 gift card that was promised to me. But of course it was prominent on the advertisement that they sent to lure me back. Just another bait-and-switch operation.
I wonder why the justice department hasn't looked into this lousy company already. They are jerking people around with one lie after another and getting away with it apparently. So my advice to anyone considering DirecTV is forget about it. Unless of course you like being bent over.
SAINT MARTAINVILLE, LOUISIANA -- I was checking prices on DirecTV and the representative started by giving me 3 mos free of movie channels... I replied I want to check around first and see what the other companies are offering. He tried to up the game by offering me a 100.00 gift card. I replied that I still wanted to check around... then he said he would give me 2 gift cards, one for 100.00 and one for 200.00 which would total the amount to 300.00 and 3 months of movie channels. That got me to go ahead and deal with direcTV. He recorded the conversation for documentation and did say during the recording they would send me the 2 gift cards.
Well turns out the sales representative lied. I did get the 100.00 gift card but the 200.00 gift card was a lie so I called direcTV and they said there was nothing they could do. I talked to the floor manager. Her name was Valori emp. number ** and she confirmed that he misinformed me and they could not honor the 200.00 so I tried to get something that amounted to that in service or maybe something else. She offered me a sports package for a free month. I responded I don't watch sports and she said that was all she could offer so I asked to talk to her manager with her name is Jasmine emp. number **.
She had nothing to offer and basically did nothing to solve the problem other than saying the representative misinformed me. So since the sale was recorded I considered it to not only be a lie with the sales representative but also direcTV and she had nothing to say other than there was nothing she could do. My advice is direcTV reps will say anything to get the sale and their managers and direcTV will do nothing to make their sales reps lie right with the customer.
This turned out to be a deceptive reward that DIRECTV offered us upon signing up for their service for a 2-year contract. As far as DIRECTV service goes, we like it, but when I tried to go online to get the reward, after having DIRECTV installed in my home, as they had directed me to do, their message said we were ineligible.
So, I called them and explained the situation. The representative said I was ineligible. "Why then did DIRECTV tell me we'd get the reward upon signing up," I asked. No concrete answer. I told the representative this was a dishonest practice and to write it in my account notes that I would be telling anyone interested of my experience with DIRECTV. So there you have it, for what it's worth!
Long-time customer (14+ years), pains me to see what happened to this once great company since AT&T took over. Called them 6 months ago to switch to a lower plan, wasn't worth the $175/month I was paying and told them I needed it to be closer to $65. No problem, they made the changes... but then I find out that was only a 6-month promotion, bill jumped by 70% at month 7. When I called to see what they could do, basic response was, "Thanks for your 14 years of service... but no, sorry, no more discounts for you."
When I went ahead and canceled, they told me I would have to pay an extra $80 for "early termination". What?? I've been a customer since 2004, there's no contract. "Oh, but there is, when you switched to the lower plan, you agreed to a new 1-year contract." No I did not, where's the copy of my signed contract? Doesn't matter... They don't have what doesn't exist, still charging me. Disgusting. Nice customer service. I'm sure some people who left them have eventually returned. By charging me an $80 exit fee, they have guaranteed I won't be one of those people coming back.
SALT LAKE CITY -- Phoned customer service and spoke to MAX. (Woman). Had already made a payment thru my bank, but because it was a long weekend, I noted that payment would only go thru five days later, so I phoned to inform DirecTV what my dilemma was. Max was completely unsympathetic and just put the phone down. This is not the first time I have had the worst possible service from this company. I have NEVER had a good outcome from the customer service! You would think once you are a customer they will work hard to keep you but once you are in a contract there is no way to get out. THE MOST SHOCKING CUSTOMER SERVICE IN THE COUNTRY!
I've bounced back and forth between DirecTV and Dish over the years, never really happy with either and switching when their customer service (or actually, lack of) pushed me too far. I've had many frustrations with DirecTV over the last few years, so I finally called to find out if my contract had expired so I could try Dish again. WOW! What a difference this customer service experience was.
When the girl from another country (who was very sweet) couldn't help, she immediately transferred me to someone actually in the US in their brand-new Loyalty Department. She started with, "what don't you like about your DirecTV experience?" and addressed every issue one at a time. I even got a monthly discount for a year WITHOUT having to start a new contract. My opinion of them has changed completely, and I would now wholeheartedly recommend DirecTV! :-)
MINNESOTA -- June 11th after a storm my screen says, no signal. Bear in mind we have had DirecTV uninterrupted for 22 years. I call and get run through diagnostics, then get told I need a tech to come out for $99. Again, remember this equipment is over 22 years old and not mine. I refused to do this and requested to terminate service and switch to Dish Network. Then, I call back to confirm this happened and nothing is being done. I get transferred to tech and get offered $60 off, then have a $23 upgrade, which put me at $59/month plus taxes and so on. Now I'm less than $20 savings per month for 12 month and a 24-month contract.
I ask what the 13th month charge would be... Ahhh $101/month, a $25 increase over the present charges. I refused to do that and requested cancellation and refund. Now, I call today and I guess I am on contract. Funny. Now they are cancelling and are going to charge me for early cancellation. What a scam!!! Off to the bank today to cancel accounts so they cannot charge or bill to my account. These guys are crooks!! Oh, also I'm an AT&T customer for 7 years. Time to make a change there too. That'll be $285/month going somewhere else... I was supposed to get a $25/month discount for having AT&T phone service.