NOLANVILLE, TEXAS -- I been in DirecTV for a while. I had to suspend my account for couple of months because I waiting of my new home that's being build. Finally the end on February this year I move in. At that time I'm still going through all my stuffs from storage so I couldn't find my equipment yet, but I called DirecTV and I explain everything on the phone that I'm still in the process of moving.
I couldn't find my equipment yet what is my option to get my service activated again, the representative told me that she can upgrade equipment to a new to Genie for only $99 because it was on sale right now. The price used to be $299 and whenever I found my old equipment just return the old ones. So that deal is done.
I have my appointment set up. The technician come over to my appointment and install. Everything is installed and running, and then last month I got my first bill and they took $196 and some cents so I called them back because I look at my bill I got charge twice of the $99 and I was told that the other $99 is for having a wireless receiver but I was explaining to the guy on the phone that I was not aware of another $99 going to be charge in my account and I don't mind paying the first $99 because I was aware of that but the second one. No.
So they transfer me to the moving department and I was told again and again that because of the wireless receiver and I told this person again that, "I know you have a reason of everything but my point is I was not told for the 2nd $99". So she finally told me that this issue got escalated. That the manager will call me back to fix the issues, but no one called me.
And then two weeks ago I called them again because I decide to add international channel on my account and I told them that I don't want the dish install in my roof because my house is new so please put a note on the account to bring a pole because the last time the technician come no pole, and then they did put the note on there, then I was told that they are going to waive the installation for the whole inconvenience and I only had to pay $19 and some cents for handling fees. So I paid $19 on the phone.
That day the technician come to install my international channel and I was told that it's going to cost me a $75 plus tax to have the dish to be install in the pole. Now again for the 2nd times I was not aware of this extra charge again so I told the technician that I'm going to call the customer service and the technician told me that he is going back later on today to finish the job.
After talking to the customer service about the issues, I was on the phone again with another representative. Lucky enough that the representative is very patient of me. He did try to help me possible to fix the problem. I was giving the same reason that he couldn't waive the $75 or neither the 2nd $99 because it was already completed but he can give me $10 discount monthly for 12 months and then I said ok fine, but I told him that he still take my $99 upfront and the money that I don't have right now.
So I ask him to make sure that the technician will come back today because I'm off today and guess my appointment got reschedule to Saturday because the technician already have another job to do for today. So I'm very frustrated because they don't tell you everything upfront so you know and make a decision right then if you get the service or not. 90% of DirecTV representative doesn't tell everything upfront and take more money from you in the long run. Very bad experience. Not happy with this company.
CLEARWATER, FLORIDA -- Okay so the funny, insane situation with my ordeal is, I have yet to even have a piece of DirecTV/AT&T equipment installed but yet I already have a major issue?? WOW!!! So I order DirecTV this past week, scheduled installation for (yesterday) Saturday, received NUMEROUS emails, as well as text messages from order day til install day, "confirmations", "order summary", " install date/time" and so on! Ok great. HAHAHA yea NO!!! So install date arrives, receive a text at 7:00 AM stating my "installation tech" is due to arrive between 12-4pm, as scheduled. Received 4/5 texts throughout the day "reminding" me of this.
LMFAO because in turn DIRECTV SHOULD HAVE BEEN "REMINDING" THE TECH OF THIS SET APPOINTMENT!! Because Guess what?!?! 4:00... 4:15... 4:45... NO ONE! So I reply (during another text) with 'HELP' as they instruct you to if the customer has an issue. So I get some chick, blah blah, oh we are sorry, BLAH BLAH, let me check on the tech, BLAH BLAH!!! She states AND I QUOTE "Well Ms. Kelly, are you still certain you would like to reschedule this installation today because I just received news FROM THE TECH, he is minutes from your doorstep?!?" "MINUTES'' she says.
So I decide just to keep the appointment because he's obviously down the street, right?! HAHAHA. Well. I take it now that her "minutes" has a very different definition as everyone else's! Here I sit, 1 HOUR LATER, STILL NO ONE. WHY?!? To say the very least, these people are RIDICULOUS! So I once again, contact AT&T or whomever, this time, now some dude is telling me that my install had somehow been CANCELLED. Whoa whoa. Wait. Cancelled?!! WHAT?!? "What the hell happened to this "tech" being "MINUTES FROM MY DOOR"? Why the hell was I receiving texts ALL DAY?
My whole Saturday is wasted, my 7 year son's Saturday has been wasted and all you can say is "I'm sorry, there was a error on the "Dispatch end"!!! Wow lol!!! He continues on with, "Oh ma'am, I am so sorry, I myself, will fix this for you right now!", then I am literally transferred to 5 DIFFERENT DEPARTMENTS SINCE THEN. But get this. Just to be transferred BACK to the original "tech dept", that I was originally speaking with, all to only reschedule the install appointment!! Now mind you I had originally suggested to do so earlier, at 4:30 pm!
So this is how they "fixed" this major issue. Oh yea and when this was all said and UNDONE it's freaking 6:45 PM. Yea, these are the brain surgeons we have to deal with nowadays about cable tv! Cable television. ARE YOU SERIOUS?!! So needless to say, after this **, PREVENTABLE, ridiculous, idiotic ordeal with this disgusting company.
I will (once again) spend today, looking over DTV/AT&T COMPETITORS offers/deals, I'm sure I'll find something even better, with enough common sense to actually follow GPS directions and show up at a customers home to install service, on the date as well as the time of the confirmed, scheduled appointment. Oh and btw, my memory hasn't been the sharpest lately so hopefully I remember to contact DTV about my change of service provider!!! I honestly will inform DTV though, I could never be so inconsiderate nor insulting as this company, employees included!!
CALIFORNIA -- I dropped off 3 receivers at UPS (as instructions by DirecTV) on Jan. 29th. They gave me a receipt with a reference number, not tracking number. They said they put all 3 receivers in the same box and would add to it until the end of the week. They would send it out even if it was not full. I waited two weeks and heard nothing from DirecTV so I called them as I had a refund of $95.00 owed to me. After 30 minutes on the phone, they said they did not receive my equipment. I waited an additional week and called back, 30 minutes on the phone with them asking me to come back to DirecTV.
They eventually transferred me to billing. I was told that my equipment WAS returned and my refund would go out within 21 to 30 days. I asked for an email confirmation for my return. They said I would receive that within 24 hours. I waited another week with NO EMAIL and called again. Another 30 minutes on the phone trying to talk me into coming back, then transferred to billing and was told they have only received ONE of my receivers and I would have to pay $90.00 for the two "unreturned" receivers.
I asked for a Manager who actually knew LESS than the representative I was speaking to. I was told my issue would be "Escalated" and I would receive a callback. I received a callback but was not near my phone when it came through. They left a voicemail with a number to call and a PIN number to use. I called within 10 minutes and when I tried to use the PIN, it said it was expired or incorrect. I called back again and spent another 30 minutes going through the same CRAP as always. They said it would be "Escalated" again. I never received any email or anything. I DID however receive an email/bill from them saying I owed $90.00 for Unreturned equipment.
The bottom line is I've called in so many times that I'm not even sure how many times it's been. The last time I called in was Friday, March 9, 2018 and after 45 minutes of transfers, etc. I DEMANDED that they get this taken care of. I told them that they received my receivers but have somehow misplaced two of them. I said something of the following: "You have misplaced the receivers and it is NOT MY FAULT, I DO NOT WANT to be "Escalated" again. I want my refund or I will file a complaint with the FCC."
She FINALLY said she would take care of it after saying she would "escalate my issue" at least 3 times. She told me that she would enter a credit for the equipment and I would receive an email confirmation within 48 hours saying as such. My refund would take up to 30 more days. I said the 30 days was fine as long I receive the email confirmation, confirming that this was all handled as I DO NOT WANT TO CALL BACK AGAIN.
Well, time's up and I have not received an email confirmation or anything else from DIRECTV. I believe they just want you to keep calling back so they can try to talk you into coming back to them. I was a customer for over 5 or 6 years and referred them many friends. I only left because my bill went up to around $100.00 for the basic package. I called at 3 different times to see if they had any package to offer me that was a better deal. They always said, "No, they are only for new customers." This was until of course I actually canceled my account and signed up for DISH.
If they do not return my money I will file a complaint everywhere. Sorry this is so long. I needed this much space to release some of my anger with this company. Every time I call I feel like my head is going to EXPLODE... Thanks for listening...
FRESNO, CALIFORNIA -- Well... about two years ago my wife and I bought a HD Smart TV right? So I thought I needed DirecTV to switch out my box to a HD unit. I guess I did if I intended on watching HD with DirecTV's equipment through their system. So after I got into a two year contract, I quickly learned that HD is broadcast from a station originally in HD and if you simply have a TV that can receive HD then you can receive the signal in HD. All HD does with DirecTV is pass through them compressed like a middleman. But there's also a whole lot of stuff going on here that soon didn't jive with me!
First of all, any movie you find you wish to watch on DirecTV is loaded jam packed with commercials. I realize this is normal but man it's a lot for the price! We're talking loads of em too! Except every now and then DirecTV will show certain movies maybe on a weekend only without commercials. Much of the channels as well are marketing or TV shows that I absolutely have no interest in whatsoever... so at the end of the day my wife and I really only watch two channels on a regular basis then maybe a movie or show that 90% of the time is spent watching commercials through half of it.
The price creeping bill every month per contract... here's the contract... penalties for wanting to cancel and leave. That was also my fault, I take responsibility for agreeing to it, but not anymore. Never again. I would rather quit TV than submit to that again. The price would creep up through the duration of the contract from approximately $70.00 dollars to $120.00 at the end of my term. That's approximately $1200.00 to 1400.00 a year just for TV! Did I also mention that the signal in HD through DirecTV is compressed and not as clear as if I am receiving the signal myself on my own antenna?
So at the end of my contract I notified DirecTV and informed them I wanted to cancel my contract. They were polite and wanted to offer a package that might be of interest. My problem has never been customer service with them, I just don't like the product let alone its conditions of confinement. Respectfully speaking there were no packages of interest for me. Then he went from $120.00 bucks down to 70 then to 50ish then to 34 bucks right over the phone for 12 months! "12 Months"! Big deal! Oh yeah... sure another contract that has a growing price I told them.
30 minutes later a female from DirecTV notified me via phone to inquire if I was treated right and she wanted to go over all this again... It was kind of funny as she kept stating to me "Ok what I'm hearing is..." So I had to inform her politely that what she wasn't hearing is "I'm not signing back up". So I closed my account with them, took their remote and HD box to my nearest UPS outlet and saved that transaction record. Ya know they're too lazy to come and pick up their equipment and I get the feeling they want to charge you for it too so be careful.
They originally informed me that a empty box would ship out to me via UPS and I was to ship free within that box. By 4 days I called them back twice and finally someone informed me to take the equipment to my nearest UPS outlet. Yeah!, Let that one go as I wait like I was told and I will be charged for their equipment! You have to watch them closely now! Since then I put up a cool Extreme 80, 8 bay HD standard 180 degree TV antenna about 7 feet up on my roof bolted simply to a pipe with my own R6 coax and F plugs!
I receive just over a 100 channels. The HD quality is actually a bit sharper. For example, channel 24 will have about 5 different channel 24's. One is in HD and the others are playing different programs through the same station so I have learned a little bit about stations. Personally, I find this more rewarding and a bit fun. My antenna cost me a $100.00. I'm currently in the process of possibly getting me a directional antenna with a rotor and search more areas and scan with an amp as well.
My amp even has a filter in it that gets rid of the signal problems that I also had with DirecTV. Now for a bit more I added another program I signed up for just $13.99 a month and I have loads of movies in HD that are 100% commercial free!
So after I pay for whatever equipment I want to own, I end up with better quality HD TV and regular classic TV for FREE, then I only pay $13.99 a month for loads of movies we can watch anytime at will. Isn't that nicer than a creeping contract loaded extra movie fees added with loads of commercials? I'll tell ya what man, I couldn't have gotten away from that Direct AT&T garbage fast enough! The day I cannot do it like this anymore, is the day I don't need TV anymore altogether.
I sent equipment to DirecTV which I thought was AT&T, since I always paid AT&T. I thought they were the same company and affiliation all DirecTV correspondence has the same logo as AT&T. When I cancelled my account they said I was to place the equipment in the box they provided. I placed all equipment into that box which went DirecTV. I have paid over $600 in cancellation fees.
I have been put on hold for several minutes at several different times, spoken to several different people, hung up on several times, asked for supervisors who have hung up on me, lied to, told I would receive emails which I have not and phone calls from the equipment Dept. at AT&T which I have not yet received.
Today, I tried to call DirecTV for the 5th time and a recording came on that said systems are down after I punched in my account number and they cannot help me and callback another time. I then called AT&T again and spoke to Felicia at the Acquisitions Team Dept. who stated the same thing and that I can only receive automated emails not emails from them stating what was communicated to me and a copy of the emails to the Equipment Dept. She said she was doing something different according to the notes in her computer.
I told her everyone I have spoked to including the supervisors has done this. So what does she see in the computer. She stated just like everyone else at AT&T for the past 6 month that she would send an escalation up to the Equipment Dept. stating what happened and they will call me back in 1-3 days. There is no phone number for that dept. and she cannot even contact them by phone to check to see if DirecTV sent them the equipment back.
I have not been able to resolve this issue since October and I have spent so much time with AT&T and DirecTV. I feel this is a racket to extort money from consumers. I have paid everything sent the equipment back in the box they provided to DirecTV who installed all the equipment in my house.
Now, this one part is AT&T property and they cannot talk to each other now and find the equipment for AT&T. DirecTV said they weigh the boxes and if it is heavy they open it because this happens frequently either the wrong equipment goes to AT&T or DirecTV. The consumer pays tremendously with time, taking it to UPS, cancellation fees and now sending $174.55 to collections without telling specifically why and thinking I paid all my cancellation fees and sent all the equipment back as instructed in their boxes with return address to UPS.
There should be a class action suit against DirecTV and AT&T. People not putting correct notes in the computer and supervisors hanging up on consumers. They do not care because I am no longer a customer. So, they collect $174.00 even though the equipment is returned. They can the equipment and extra $174 because people do not want their credit ruined.
I do not want my credit ruined, however, it is not fair for me to pay more money when they have the equipment. You would think once they receive their merchandise they would take it out of the box and check it to make sure it is not damaged and enter what was returned into the customer account and disperse the equipment to the correct entities.
Here are all the escalation numbers I was given. I can also scan all my notes from every conversation and send all the correspondence which is only bills and the payments received. I also had them on speaker and tape recorded everything like they claim, so I can use it in court.
NORTH LITTLE ROCK, ARKANSAS -- Had been with DirecTV for a while. The service was ok then they said I had been with the company for years and never had an upgrade so I did the free upgrade and that where my trouble begin. The DVR they put in was old and had been in repair because it had it on the back. The tech put it in and left after a week or so the thing started going out no shows (husband was disable at the time). I called. They sent tech out about 2 days later. He suppose to have fixed the problem. He stayed about 25 to 30 minutes and got it to show. Next day same thing happen. Called again all this time still paying my bill.
Well after 2 or 3 tech couldn't fix the problem they sent out what they call their pro tech. He came out and the first thing he said was that the receiver was bad so he call and told DirecTV (I had been paying equipment insurance all this time). They told him to just fix it best as he could. I call and ask why they won't sent another receiver. They said there was no need. The tech would have us back up and going. He got it somewhat working and left it didn't last the say.
I called DirecTV and told them I was not going to pay another bill until they give me and better receiver or the old one back. They cut services off and ask for their equipment back. I boxed it up. Sent it back. And that was back before 2005 and they still sending me a bill from collection company for 211 dollars for a month and something bill. You always pay a month in advance. Trying to figure out how I owe that much. Wasn't under a contract. The contract had expired years before this happen and I was just on month to month service back then. Just got another letter from them last week.
MERIDEN, CONNECTICUT -- For year and a half ago I was talked into purchasing DIRECTV services because I was a AT&T customer. I was promised unlimited data by AT&T and I was also promised a $200 gift card which I absolutely never received. When I called and questioned about the gift card I was told that they had run out. Because I was receiving unlimited data I was told that I did not require Internet service in my home, so I did not purchase any. I was told that my devices would be able to draw off the data from our phones. Well my house has four smart TVs and in the year and a half not one of our TVs was able to connect to our smartphones to pull off of our free data.
I have paid my service every month for the year and a half that I have been a customer, this month money is a little bit tight and I asked for an extension. Today June 13 is my due date and I asked for two more days. I was told no. And that my services should already be turned off even though my TV is still on, I should expect my services to be turned off sometime tonight. I have been an AT&T customer for over 10 years and the only reason why I chose DirecTV was because of the wonderful plan, that I would be receiving by combining my AT&T and DIRECTV accounts.
After a year and a half paying every month my services will be shut off in a few minutes even though I asked for two more days to make the payment. They don't uphold their promises, when they run promotions make sure you get your promised product ASAP before they run out. Throughout the season we continuously lost service due to snow rain or storms, and the boxes are temperamental meaning even if you touch it while passing by the screen freezes and the box has to reset. Take my advice. Don't fall for The traffic and stay away from DIRECTV.
ARIZONA -- I subscribed to DirecTV when they first went live back in 1994. Let me say that when everything works as planned It is the best. But customer service and tech support continues to decline. Now that AT&T has control, it is even worse. First level tech support would probably have a difficult time connecting a coaxial cable into the box. They do not understand how their system works either.
Last year, it took 3 shipments and over 2 hours of phone calls to get a remote control replacement as they kept sending a basic model instead of the model RC71 (the model number stamped on the remote that I ordered) that controls the DVR.
Calling technical support yesterday and after holding 10 minutes I was told that even though they verified my account by the phone (landline) I was calling from, they would have to call me back on this number for verification purposes. I asked how long and the reply was "shortly." I said that is not a measure of time and asked for an estimate and was told "soon." I then asked what if I don't receive a call. She replied, "Then you haven't provided a correct call back number". WHAT?
So I hung up and waited and waited and waited. No call came. I called back and held for many more minutes due to high call volume only to be told that I should have been asked to establish a 4-digit pin for account verification and apologized for their new "system" now part of AT&T.
So after all that, he still could not correct the technical issue - after 5 minutes the screen goes into a screen saver mode but can still hear the audio portion. He had no idea other than rest the receiver, that didn't work. So he offered to send a technician to my home to correct but a $99 fee would apply TO CORRECT THEIR PROBLEM!!! I declined and my next call was to DISH Network and cable carrier to see what offers they have. Sorry to go but had enough. Maybe some year in the future when AT&T sells thesis division off and things are better. I will come back.
RIVERSIDE, CALIFORNIA -- I have never dealt with a company that so relentlessly either plays dumb or lacks basic comprehension skills. In April I requested to upgrade our internet and cable boxes. Instead of just taking our existing accounts and upgrading them, AT&T started a new account, combining the internet and DirecTV together, but keeping the old accounts open. So now I have three accounts, one from DirecTV, one from AT&T for internet, and one account with both internet and DirecTV.
I received my first bill for the new account which was $486!!! They charged the entire cost of NFL Sunday ticket on this first bill so I paid it thinking well at least the bill won't go up later. A few days after that I received a bill for the old internet account for $114. I figure ok, I guess that's for the past month. About two weeks after that I receive a bill for the old DirecTV account, $195. Again I figured that was for the past month so I pay it.
The following month, I receive a bill for the new account plus bills for both old accounts, altogether totaling about $400. I called to get the old accounts closed, which customer service was happy to do but "Oh sorry we can't credit you for the bill." Mind you I never authorized the new account to be open, I just wanted to upgrade my existing accounts.
So now I'm on the hook for $200 for service I didn't even use. Fine whatever just make sure the accounts are closed so I don't get another bill next month. Next day my DirecTV service is not working, they deactivated the wrong account. I spend 3 hours on the phone trying to get it resolved only to be told I need to have a tech come out to trouble shoot. Tech comes out fixes the TVs, great!
Two days later I receive a bill, $387 early cancellation fee for the account I had to close in order to not be double charged. Another hour on the phone with multiple departments that don't know how to fix it, can't waive the cancellation fee, or just plain don't know what the heck they're doing, before I finally get through to someone that can fix my issue. For now the issues been resolved but now I have an email saying if I don't return the equipment from the canceled account I'll be charged $45 per box. JFC! I guess I'll waste another hour on the phone explaining that I'm still using the equipment on the new account.
MONTICELLO, NEW YORK -- After being a DirecTV customer since 2002 I've watched my bill escalate to a whopping $150 a month. I've called over the years and have gotten small discounts but nothing really money saving. This past year I decided I was no longer going to keep paying the ridiculous bill so I called to cancel. The woman I spoke to said she could give me an offer of $55 a month including Showtime for the next year so I decided that was a good deal and kept my account. With life changes and more bills I decided that I didn't need the TV and could still watch TV through my Netflix account for only $7.99 a month so I cancelled my account in March.
I asked how much I owed on the last bill and offered to pay it and was told that it would be prorated and I would receive a bill in the mail. I sent back all the equipment as directed and got my last bill of $17.26. Went online to pay it and could not get in my account. I then received an email of another bill a week later for the amount of $187. When I called to discuss the bill I was told that $110 early termination fee plus a late fee had been added to the account. When I asked if they could possibly remove it or lower it, they said no and that I had a agreed to those terms. I asked for a supervisor and was told there was no supervisor to talk to.
I said I don't remember anything about an early termination fee when they discounted the bill and was told that it was recorded and it was mandatory that I was told. When I argued the point, they just kept talking over me and reading from the script they have in front of them. I cancelled the account because I couldn't afford the service and because they are a big company that you can't argue with you have to pay more money just to get rid of them. It's a joke. I will never have DirecTV ever again nor will I buy any type of AT&T product.