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Things You Should Know, From A Former Customer Service Representative
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LOS ANGELES, CALIFORNIA -- As a former customer service representative of DirecTV, there are a few things I know that you as a consumer should know, that they don't want you to know. First off, ALWAYS ALWAYS ALWAYS read the fine print because that's what matters. Second, you should know by now that everything to do with a major corporation is a catch 22. Example: So you see an advertisement that boasts 100 channels for 29.99 per month. Well that's a great deal except for the fact that that price will go up to full price in 6 months to a year, and very few of those channels are any of the major networks. The rest of them are shopping, Spanish, etc. Then if there's that one channel you really want, you have to upgrade to the next package to get it. And then if you had the free install in standard definition and then decide you want to upgrade to HD, guess what, you have to pay the full installation price and for the receiver, + $10 per month for HD service. Another thing you should know: Having your receiver installed constitutes as your commitment to your contract, there's no going back unless you want to pay an early cancellation fee which is roughly $20 per month for every month from the date you cancel to the end of your contract, which is billed to you all at once. 2 year contract cancellation = maximum of $480 which is then added to your "Final Bill" which also includes a hefty non return fee for receivers that don't make it back in a timely manner.

So once this is all totaled up, guess what, they charge it to the primary credit card on the account without you knowing, and believe me, that is hell to go through trying to fix with customer service, and that's coming from a former customer service representative. Also, we are only allowed to give out a certain amount in credits per day. I was called out a few times for giving out the highest rates in credit out of the whole center, which has over 1000 employees. But I continued to because it was money the customers had a right to. DTV basically squeezes every dollar out of you. It's good service if you pay your bills on time, but it's hell if you don't. I'm not saying you shouldn't get DTV because Dish is just as bad.

Just make sure you know all the details before you make any decisions. Tell the representative to tell you what DTV doesn't want you to know about any deal. And lastly and most importantly, always be nice to your representative because we are much more willing to help if you are.
     
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tnchuck100 on 01/20/2011:
Excellent information. I have DirecTV and can attest to the accuracy of this review. It is only due to my meticulous diligence I have avoided their traps.
Sassy2 on 01/20/2011:
I don't believe I could work for a company and knowingly lie to and steal from a customer. Some of these cases are so sad."There is honor among thieves" but none at DTV!
leet60 on 01/20/2011:
DirectTV, Dish Network or cable providers - none of these are any different. Consumers get "wowed" by low priced, short time offers and jump into a contract without reading or understanding the terms in full. None of these providers offer you "100 channels for xxx" without also giving you a list of the channels included.

I have worked in call center customer service for decades for cable, cellular and other companies and can speak first hand that 95% of the complaints of this type are a matter of the customer not reading the agreement.
Sassy2 on 02/07/2011:
Basically people are honest and we like to assume that others are also especially businesses with whom we pay for a service.5 months with DTV taught me otherwise,I was one of the lucky ones in that I got my money returned to my credit card and then of course I closed the account before DTV could reapply it.Before I cancelled my account I went on the net and read all the complaints listed about DTV and picked up a lot of good info on how to go about getting my money back.
leet60..I can tell you that there was no agreement for me to read other than a work order and the installer was standing there pressuring me to sign.The contract on the back of the work order was in such fine print I would have had to have a magnifying glass even to see it.DTV does this on purpose.We are not dealing with an Honest company and they teach their reps to be dishonest and deceive the customer and DTV continues their deceit by paying kickbacks to credit cards and banks and top officials.
jim on 04/29/2013:
Worst T V I've ever had in my life,went off the first weekend . Off and on 2 more days, then called to cancel and they said I owed over 400.00 dollars. One of the biggest RIP-OFF'S I've ever heard of......
ladytinkerbell on 05/16/2013:
I called today to ask if I can get any money taken off my bill sine when we moved my husband changed the satellite dish that was previously at our nerw apt w ebrought our old on since if we left it we would be charged 50.00 from our previous place my husband brought it hooked it up and hooked up one of our boxes till one of the installers got there when he got here all he did was take the old dish which wasn't an hd dish and tell my husband the line is active so the installer was here all of 5 mins maybe and how much do u think we have to pay 199.00 for them to get out of there truck and when I called directv they would do NOTHING about takeing it off so not only did my husband do all the work we r paying them 199.00 for nothing THEY R CROOKS
ladytinkerbell on 05/16/2013:
THANKS FOR TELLLING ME THIS I WILLhave my bank accout in the neg for a while when I change service or term and have my husband deactivate his card so the WILL NOT in any way be able to charge me and if they do we will get a lawyer
Stuckw/the2yrconteact! on 05/25/2013:
Thank you for all the warnings! I wished I found this website before I signed the dotted line! I will let you know if I survive the two-year contract!
King on 05/30/2013:
DTV is the worst tv cable so far. Sometimes I find it difficult to call their customer service because they will delay you on the phone for hours without any reasonable solution. Is that not madness? The last experience I had with their customer representative was barbaric. The idiot was making fun of me over the phone just because I made complaint concerning the exorbitant charges. I will rather stay out of tv cable if it happens that DTV is the only tv cable on earth.
Karla on 06/03/2013:
I've had the service 2 weeks bc I wanted to save money. Remember, folks, you get what you pay for. I'm going back to TWC.
Skeptimist on 06/10/2013:
We quit COmcast and then Uverse because performance declined as prices went up. Then we called DTV but encountered a lot of obvious flim flam from the rep. Finally pinned him down to actual terms for the entire contract period but had to threaten to cancel before they finally confirmed the deal in writing - spread over several emails. First installer was excellent and had it working properly in 2 hours. But as he was leaving his "supervisor" showed up and insisted that it had to be redone - he took 6 hours, made a terrible mess and left several elements dysfunctional. It took a week of calls to support to get the system programmed and working as the original installer had it. I also made the mistake of allowing them to bill me through AT and T and that is a hideous mess - no two bills are the same amount and the details make no sense. Calls for an explanation produce nothing but gibberish. Last straw: their signal fails when it rains. Judging by the reviews I read, all cable/sat TV companies are the same. I only have this for my wife but now she's gotten sick of it and is ready to go back to free broadcast TV from the local channels - no fees, no contracts, no FRAUD! Then we'll just rent the movies she wants. There are a few things I thought I'd miss - Science and NatGeo channels - but I found them on the internet. So it's Adios, shysters!
stanford smith on 06/10/2013:
I complained constantly about the rising costs. I made sure I wasn't going to pay an early termination fee of $200. I decided to report my credit card lost before canceling and all they could do was refer me to a collection agency. Good luck to them, they'll never see that money.
billyabe on 06/23/2013:
I am one of those fools who signed up for the intro offer and was assured by the customer rep than when the special offer period expired, there would be other discount offers to take advantage of. A lie. My monthly almost tripled and I had to pay or cough up a cancellation fee similar to the national debt. After the contract ran out, I down sized to the most basic offer--still more expensive than the intro--which is primarily local broadcast TV plus commercial and religious programming. Since we do not have local TV in our remote town beyond the reach of microwave transmission (yes, there is such a place) DTV is still the best of poor choices. Internet helps to fill in gaps, but I yearn for the days of yore when there was an abundance of free high-quality TV available over public airwaves.

I have to say that DTV installer was competent, polite and helpful. Reps over the phone have always been pleasant, if not always truthful. Reception has been A-, with the only problem being rain.

Speaking for myself, I would be happy to pay a reasonable price for a good product. Who wouldn't?
Margaret.jones on 06/23/2013:
I left a separate message on my recent experience. My plan is to wait this one out, I will reduce my plan down to the $29 plan --you have to ask for it. And just use Hulu plus and Apple TV until my contract can expire. Today I was tossed around to 5 representatives. I asked if they could garrentee that I would receive uninterrupted service once the second technician was scheduled. The response was to transfer me to another person. It's getting comical, yet sad.
Don on 06/25/2013:
The best advice I can pass along is do not talk to customer service, find the email address and put everything in writing, especially changes. "If it is not in writing it did not happen!"
life lessons on 07/05/2013:
Have been a customer for years, with all the ups n downs over the years. Jerked off here, promised things there. General phone call last month (knowing my contract was about up), was told I was in contract for another 6 months. Money troubles had us shut off, early cancellation fee was added to our $300 we owed upon calling them( bill was now around $650), they kindly dropped the early cancellation and paid them off, bam, we were back on. Called DTV the other day and representative said we have been off contract for about a year........DONE! Will figure out other ways to entertain ourselves, there was a day before TV, believe it or not!
Vince on 07/12/2013:
Have had D tv from 2002 to 2011 made the switch to Dish Network and months before the 2 year contract ends I get a larger bill. They said channels cost more so I have to pay more.After complaining they reduce it a little and I am happier. Still a ripoff though. Tried to save with dish and got cheated in the end. D tv never upped my monthly bill. Dish network a big mistake. There 2 room DVR was another issue. It never worked like promised another ripoff. About a dozen calls to them for help finally concluded that we will have to wait till contract ends. Looks like D TV will make a comeback.
Adam on 07/27/2013:
Been with Directv since 2007. This has been the best tv service provider I have ever had. Disregard the complaints from 2 or 3 years ago. Focus on the present day, they have made leaps and bounds on their customer service. I get special offers all the time. Just had a receiver go out after 6 years and they kindly sent a replacement next day air at no charge and no contract extension. Of coarse I have the warranty option so that helps. I have my service go out due to weather about once a year
Jeff on 08/02/2013:
No worse than any other company, at least DirecTV lets you know when the bill is going to go up. Anyone who thinks something is "too good to be true" should live by that rule.
susan on 08/02/2013:
they have a place in berkeley springs wvaon the street of 522 at north Washington st that know one is ever there and when they are they are outside talking or drinking walking up and down the street you would think by looking at it it was like a whore house or drug house that's about all yiu see all play and know work they need to come in and shut that place down the lady in there makes the store and town look bad
Nancy on 08/05/2013:
Called just to get information about DTV, Internet and telephone bundle. I'm with TWC now and now can't grt the premium channels I'm paying for. However the DTV Rep wouldn't answer any questions unless I stopped her and insisted. She got my name, telephone number and address then wanted my SS number which I refused to disclose. I just wanted information which I didn't get and she was trying to trick me into signing up or heaven knows what else. She had me on hold while she was getting the information and the line went dead. If this is how they treat a prospective customer I hate to see what will happen if I sign a 2 year contract! Consumer protection should investigate these practices.
Angela on 08/06/2013:
We got Direct TV in June of 2012 with the promo of NFL Sunday Ticket free for 2 years. This year would have been our second year. Got a bill with a charge of $37 for Sunday Ticket. I called them and they said the contract said we only got it for 2012. I know their commercials/web site said two years.
Peaches on 08/07/2013:
I was about to switch my service from Charter to Direct TV and have been talking to a rep (of course different ones) from DTV for about 10 days now trying to get everything "worked out"! I know that I spent over 1.5 hours on a phone call one day last week and in all, I've probably spent close to 4 total hours on the phone with them. They asked me all the usual questions like have I ever had an account with them, etc. I told them many times that I may have had an account at one time and gave them addresses of where I've lived in the last 10 years. They of course had my ss number, dob, etc. and we finally got it all worked out with one of their "awesome" packages and set it up for them to come out today to install. They were supposed to be there between 8 am and 12 and at 1:30 I called because they weren't there yet. I spoke to a guy that I could barely understand as it was and he told me that my installation was on hold because I owed them money from an account that I had with them 8 years ago. I asked him what the address was for that account and it was of course one of the addresses I had given to them days, hours ago for them to check. You would think that a previous balance would be one of the FIRST things they would notice before spending so much time with a customer! I am so p****d! I have wasted SO MUCH TIME with them on the phone. I then did a google search for DTV and found that they have only 1 star with over 1200 reviews!! Of course it's the same with all the others too including Charter but I'm sticking with what I've got. I knew that savings of $65 a month was too good to be true! I don't mind paying what is owed to DTV but because they did not tell me what I owed them at the start of all of this, and I wasted so much time with them, I'll not pursue them further.
Yvette on 08/08/2013:
YES DO READ FINE PRINT FOR MY BILL WENT FROM 138 TO 780 IN 1 MONTH. I WAS LATE ON BILL AND WHEN I CALLED TO PAY IT, IT WAS CANCELLED AND THEY ADDED A 380 EARLY CANCELLATION FEE. BUT I TRIED TO TELL THEM I DIDN'T CANCEL, I'M JUST LATE AND WILL PAY ANY LATE CHARGE. THEY SAID I COULDN'T HAVE SERVICE UNTIL I PAY ALL THE BILL OF 780. WOW SORRY FOR BEING LATE THINGS HAPPEN
John Doe on 08/15/2013:
Can't stand DTV. There is nothing on good anymore. I pay for channels like Spanish channels. I'm not Spanish so why should I have to pay for them. My contract is up and I won't renew. I'm getting ready to drop them. I'm tired of DTV making money off me and I don't get nothing in return. DTV sucks.
Michael on 08/16/2013:
Been with DTV for 18 years. Yes rain fade is an issue but the clarity and sports available are second to none. IF you pay your bill on time you will not find another cable/satellite provider that is any better. Our only choice for cable here in rural New England is Metrocast and while nice folks, their programming sucks the big one. Here is what worked for me all these years. Be polite and professional to the CSR when you call. Never use tier one tech support, always politely ask for level two. Keep your equipment maintained, trees trimmed, dish and waxed at least once a year, read the blogs and do your own troubleshooting, the DTV installer forums are great for this. Above all you are getting expensive equipment at a reduced rate for your promise to stay with DTV for to years. This should not be a problem. My best advice is to do all your own custom installations, cable runs, dish alignment etc. You may need to borrow a bird dog meter or buy one but if your at all mechanically inclined you can always do a better and neater install when you do it yourself. If you do not want to get into another 2 year contract buy a owned receiver from e Bay and you are not locked into another term. I have had no issues, only good things, had a receiver go out when I was out of contract and they sent me another no charge and no contract extension. Bottom line you get what you pay for, so pay your bill on time and your problems go away.
Skeptic on 09/09/2013:
I am currently an employee of Directv and there are maybe 2 or 3 things that Micahdtv said that are actually true and I'm fairly sure that there's likely more than one reason he is no longer an agent with DTV.
kd on 09/09/2013:
I couldn't even get Direct TV Installers to come out and install the dish and wiring. They didn't show for the first appointment but said they would come out on Monday after I waited the entire day on Saturday. Then when they came out - the installer said the dish would have to go on the front of the house even though I had told Direct TV when I signed that it could not be installed on the front due to HO rules. I didn't know that Direct TV uses independent contractors for the installation and all the installer wanted to do was slap the dish on the front of my house and move on to the next job. I'm sure the expertise of the installers very from location to location but they were terrible in my area.
joebell on 09/22/2013:
Thank you all for your comments, I was 2 minutes away from responding to their mass mailing for special deals....and reading it all falls into place on what all of you said. THANKS FOR SAVING ME, will continue on the 37 Free channels I get.
Dawn B on 09/25/2013:
Thank you thank you! I was about to make a big mistake and sign up with direct TV. They sound a lot like at and t, at and t is a big rip off also. Time warner it is :-)
Hilly on 09/26/2013:
Hd service with Direct tv for 8 years..
Summer 2013 storms and my service would go off and stay off until next Day.
Went with U Verse...called to cancel...they charged me a cancellation fee...added it to a Visa charge card.on file..
Low.. ..
Hope on 10/06/2013:
I am taking my complainant to the attorney general in my state. I saw this advise on another web site.
Steve G on 10/23/2013:
I have had nothing but trouble with my bill have to call every month couse trying to charge more than I owe. Myself I want cableone I have had them I like the price but they don't service where I live so I'm stuck paying this high price for constant reruns I watch tv a total of 9hrs a week and have to pay $75 a month highway robbery
duke on 11/26/2013:
The worst service experience I have ever had. Started with the lie from the beggening. "No Contract" We only found out that we were under a contract from the time they showed up and started the service. Only then is when my wife called me and let me know she had to sign for the service. I asked her how she knew it was a contract? She said that TWC reps told her to read the small print on the electronic device the service installer handed her. TWC was very helpful but at this time we were stuck. I called the DTV reps and let them know how displeased we are about that info not being disclosed. We decided to try to stick it out. but a year and a half left is a long time to deal with this dishonest service provider. Should have checked here before calling them.
mk on 12/13/2013:
Hate Direct TV. Can't wait for my 2yr contract to end-going back to local cable. hate all the extra chanels I don't watch! lowered to very bottom choice and still have to pay over$100. Big talk about big savings up front - but then you make up for it after the first year! BIG rip off. Don't do it!
Tracie on 01/03/2014:
The replies that are defending direct tv honestly are employees not actual customers. Direct TV = crooks! Every month its something new and different with this company. My bill. Not once in the time we have been with them has our bill our bill been what was quoted to us. The online service tells you one thing the each phone rep tells you something different. Our bill is supposed to be due on the 5th of each month. On Nov 3 we were diconnected for non payment. Paid the past due plus current bill for a total of 379.16. Which meant we were at a zero balance and would not be due again until the new bill cut dec 16. On dec 5 we were disconnected again I called direct and was told that there was 65 outstanding becauce our bill cut after I made the payment. I paid the 65. I was told my. Dec bill would cut on the 15 and was due on the 5th of jan. Well here we are on the 3rd snd service is diconnected and tne was 371.00. We will be cancelling service.
John on 02/26/2014:
I would rather see that stupid cable van then do business with this company in the future. My bill has been increased by nearly 6% in the last five months. Be sure to read any contract with this company very carefully as they will bet you to death with it. They sell you on 250 channels 75 are pay per view and nearly another 100 are info mercil which are duplicated over several channels. In the end you might have 25 channels worth watching. Plus what's with a receiver for each TV this is old school technology. Come on this is 21 century DTV. And no I will not pay extra for a system that supplies signal to each TV. Hello cable.
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Direct TV unauthorized charge
Posted by on
On June 30, 2011 I received a notification from my bank that a $633.50 debit was processed for Direct TV, since I do not currently, or ever had Direct TV as a service provider, I immediately contacted my bank to inquire about the charge. They were only able to advise that this payment was deducted and that I can contact Direct TV directly to dispute the charges. My bank advised me that it should not take them as long to refund the $633.50 as it would take if I disputed the charge through the bank, as it may take up to 60 days for the dispute to be settled.

As directed by my bank, I contacted Direct TV to dispute the charges, and I was advised that I would have to fax a statement from my bank showing that the funds were debited, because I have no account with them and this is the only way they would be able to locate the debit.

On June 30, 2011, I fax the information as requested and requested a call back as confirmation that the fax was received. I faxed the information again on July 1, 2011, July 2, 2011, and July 3, 2011.

On July 5, 2011 I called back and spoke with Elaine ID 100297184 a Customer Service supervisor that advised me I have to wait up to 10 business days for a response. I asked 10 business days from when, and she responded from the day I faxed the information. I requested to speak with her manager or to provide me with a number to contact the department that I sent the fax to, she told me that the department only receives fax and that they don't have a number for me to call. After 52:45 minutes, she finally transferred me to her manager Katherine ID 100245970 who read from the same script. I asked to speak with her superior, and I was told that he would call me back within 24 hours. I waited and waited no call back.

On July 11, 2011 (now 10 business days later) I called Direct TV again and spoke to a supervisor by the name of Mark, he told me I just have to wait for the Mystery department to call me back. When I advised him that I have been waiting for 10 business days, he repeated just wait. When I insisted, he hung up.

I called back and spoke with another supervisor Robert ID 10414266. Robert was unbelievably rude, he told me that there was nothing he could do and I needed to wait. He told me I must have an account, or they wouldn't have debited the money from my account. After back and forth with Robert, I finally hung up and called back hoping and praying that I would get someone else willing to help me.

I called back and spoke to a supervisor by the name of Shelly ID 100109430, and she was a little more helpful. She asked me if I had ever let anyone use my card to process a payment or to make a deposit, I advised yes, my stepfather. She asked for his home phone number. I provided her with the information and she pulled up his account. She told me that the dispute had been resolved, and that the Finance Department had issued a reversal of the payment, as of July 11, 2011, and that it could take up to 10 business days for the funds to post back to my account. Since I had to cancel the compromised card with my bank, I had concerns that the refund would not post properly, so I called my bank back with my concerns. I was advised by my bank that the account associated with the compromised card was not closed, the card was blocked, therefore when Direct TV reversed the charge, it would still post to the account. So I waited, and waited, and waited.

On July 25, 2011 I contacted Direct TV again, as this is the 10th business day. I spoke with Marshall ID 100296433 to advise that the funds had not posted to my bank account. Marshall advised me at that time that he could not discuss the account with me since I was not authorized. I asked, how can you deduct $633.50 from my bank account if I'm not authorized. I also advised him that I am not interested in the actual account, I am only concerned with my refund. Marshall then advised me that he was not at liberty to discuss anything on the account. I asked to speak with a supervisor again. After being placed on hold numerous times, he came back and advised me that in order to have the $633.50 refunded, I had to fax a copy of the posted transaction with my name and phone number.

I advised him that I did this already, and I didn't feel I should have to do this again, as I was advised on July 11, 2011 that the charges had been reversed, and would take up to 10 days to post to my bank account. He advised me that the Finance Department didn't refund me because the transaction never posted to my account, because the funds were not available. I asked how do we go from we have the funds and will refund to we never took money. I asked again for a supervisor. I was placed on hold for approximately 15 minutes to wait for a supervisor. While waiting I contacted my mother to have my stepfather contact Direct TV to see what was going on. She called me back while I was still holding for Marshall to find me a supervisor. When she called me back, she had a Direct TV representative on the line insisting that the funds were reversed on July 11, 2011, and should have posted to my account. While still holding for Marshall, I advised the representative on the phone with my stepfather, that nothing posted to my account.

Finally, Marshall returns advising me that I must fax this information back to the Finance Department. I hung up from Marshall and continued to speak with the representative that my stepfather was speaking with. While speaking with the new representative (didn't get her name and ID), I used my cell phone to contact my bank again, as she insisted that it had to have posted to the account by now. My bank again advised me there was no posted or pending credit from Direct TV. I was advised by my bank that the only transaction dealing with Direct TV was the $633.50 debit. My bank's representative also advised me that if they had reversed the charges on July 11, 2011 it would have posted to my account within 3 to 5 days not 10 business days. I was advised since it had not posted and was not pending, Direct TV did not reverse the charges.

I hung up from my bank and requested to speak with a supervisor. After 48 minutes with the new representative and my stepfather, a supervisor comes on the line to tell me that since today is the 10th business day, the funds have to be with my bank. I went over the conversation with my bank, as well as the earlier conversation with Marshall that the funds had not been reversed, and that I had to fax the information again, and wait another 10 business days for the above mentioned Mystery Department to contact me. I asked her to read the notes he left on the account advising that the funds had not transferred. She stopped talking, then said well I can expedite this matter and asked me for my contact information. I provided her with the information again. I asked her where do we go from here, because it is now almost a month and I charges had not been reversed, pending, or posted to my account. She became quiet again and hung up.

So here I am a single month of two that works 12 hours everyday to provide for my family back at square one. All of this because I allowed my stepfather to use my card for a $29.99 deposit as a one time only charge.

What really upsets me is that my stepfather canceled Direct TV within 48 hours, because they could not provide him with service.

If anyone can tell me how to proceed from here, I would greatly appreciate it. I am so behind in bills with tons of reverse fees and late fees, because that $633.50 debit from Direct TV took every penny I had in the bank, therefore purchased that I made on June 30, 2011, and Automatic Payments that I had set up were reversed.
     
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saj80 on 07/25/2011:
Your bank gave you very bad information; if you would have initiated a fraud charge immediately, they would have had to grant you immediate access to the funds until their investigation was completed, which should have proven your innocence. I would still try this process, before it is too late for your bank to take action.
Cwazychicken on 07/25/2011:
I'm surprised your bank wouldn't help you dispute it.


Unfortunately, this is what happens when others use other peoples debit cards for bills. It makes whoever is paying for it responsible if something goes wrong (say, not paying the bill for several months, which is what it looks like in this case). I learned this lesson a long time ago, and unfortunately, at a very expensive cost. The one time only fee of 29.99 is what they expect probably the first month, but will continue to bill your card when they decide to, it unless service is cancelled. Not sure what all would add up to 600 dollars worth of charges though. Not sure what happened there, but in the future, I would just say that its probably an expensive lesson and I'm sorry you have to go through this.
trmn8r on 07/25/2011:
It was not until the end of your complaint that it was made known that you had previously allowed your stepfather to use your debit card for a "one-time charge". The problem with companies like DTV is they keep such information on file (obviously) and will claim that they have your permission to bill it indefinitely.

And that may be why your bank is not excited about getting involved. It isn't as if you didn't give DTV your debit information at one time.

I hope that you, your stepfather and DTV can get this straightened out. I would keep calling. BTW, was this $633.50 a legitimate charge on your stepfather's account?
Churro on 07/25/2011:
What Saj said.

Bottom line this is an unauthorized charge on an account that isn't' yours. Dispute it with your bank.
jonthethird on 07/25/2011:
I have never understood how DTV or Dish, or anyone could take money from a third party without a valid contract between them. What agreement did the OP have with DTV? What did she sign? Probably nothing. Time for a class action suit to stop this.
madconsumer on 07/25/2011:
that is the issue jonthe3rd. this company does at will what they will.
michelle on 07/28/2011:
wow that's crazy I hope it works out for you because they took $ from me and I did not set up service with them.
Misty on 07/30/2011:
I would tell my bank to dispute the charges if your bank refuses, You may want to use DTV's arbitration process to get your money back.Go to ehow.com and copy/paste:"Howtocanceldirecttvservice&stopavoidorreverseearlycancellationfees". Read the part where he describes how to do the arbitration process.After your money is returned(hopefully it will be) you may need to change your account# or close the account to prevent future charges.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Direct TV Installed a 4' Dish in Front of a Window With an Ocean View
Posted by on
Rating: 1/51
HONOLULU, HAWAII -- So pissed at Direct TV. We weren't paying attention to where the guy was installing the dish (which is 4' wide). He placed it right in front of the kitchen window, which had views of Downtown Honolulu and the ocean. When I called Direct TV and asked that they send them back out to move the dish over 8' they said we would have to pay $50. What kind of idiot puts a huge dish in front of a view like that.

They called the installation company and their reply was "that was the only area that the technician could get a signal from." What a crock. We have a flat garage roof, with open sky. He was just lazy and didn't want to carry the dish and cement blocks any further than the edge of the roof. Needless to say we won't be recommending Direct TV to anyone, because of this.
     
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FoDaddy19 on 08/04/2012:
Did you by chance tell him wher you wanted the dish mounted beforehand? Or did you mention where you didn't want the dish to be mounted. IIRC the dish has to be face southwest in order to get a single.
jonthethird on 08/04/2012:
That is just dumb, and I agree it was a lazy installer, if the flat roofed garage will work. There are times you have to put a dish in an area where it is necessary, but you always look to the aesthetics. Was he trying to hide it from the street view?
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Direct TV Horrible Equipment & Customer Service
Posted by on
Rating: 1/51
DENVER, COLORADO -- To start out if I could give Direct TV no starts I would. I have had Direct TV for 4 years. during this time I have had only problems with there customer service, and the equipment that they supply.

First off they are way to expensive for the TV we are now FORCED to watch. I personally do not like "REALITY TV" it STINKS, to say the least. The simpleton producers of these shows are a total joke. all of the shows must be produced by the same brainless produces.
Really how many more DUMB REALITY shows can we stand for? DO we really need more PAWN shows, or Car Repo shows?, or dumb shows like "Storage Wars, "Storage Hunters"" Baggage Battles" ?.

I guess these producers think Americans are as BRAIN-DEAD as they are. I personally do not believe you find things like a $100,000 Tesla that was "abandoned" in a storage shed!! (Oh I forgot to mention that the 3 minutes that I saw this show in hopes of finding something of value to watch. that the '"Abandoned" Tesla that had no cover on it. did not even have dust on it. Really do you buy this?. Or People walking into the Pawn Stars shop, and Selling something that's worth $$$$$$ of dollars for nothing. This would be like me taking my 1967 Shelby Gt500 to them, and selling it to them for $20,000, or less? Get Real!!!.

Now onto Direct TV Equipment, and Customer Service.
Like I said I have had Direct TV for 4 years, during that time I have put up with JUNKY, Equipment, HORRABLE Customer service.
The very 1st time I had Direct TV installed, the installer showed up with a small latter that could not reach the roof. So I had to re-schedule for them to come back another day. gee, You would think that they would be prepared to install Equipment on higher roof tops?.

Next when they did come back out they ran the cables up the front of the Row house I lived in at the time. NEVER inquired if that was OK. Additionally after the install the guy did not fasten down the cables properly they were hanging loose the very next day. So then I had the President of the HOA on my back.

Next after only a few months of having the service the signal was lost, could not get it back, even after spending time on the phone with customer service. So I had to have them come out to fix it. ( Think God I signed up for the service plan), or they would have charged me. It turned out the Installer did not mount the dish proper, So the wind moved the Dish around and thus the Dish, was not pointed in the right direction to receive a signal.

Now onto the DVR receiver they provide. This thing is TOTAL JUNK!!. went out after 6 months of using it. would not even power on!! You know lights come on when its working!! So once again, I had to call Customer service & tell them that I had a problem. The DVR was burned out. This Moron told me that " I must not have power to the outlet", that the DVR is plugged into" Strange that I have all my audio, and Video components plugged into a surge-protected outlet strip that all of these are working correctly!!. except the DVR box. So this idiot tells me to go "Get a Mixer", or a "Radio" to plug in to test if I have power to the outlet. REALLY???. I am not an idiot!!!. I know if I have power or not. She insisted that I do this. I finally just told her that I did get a "Mixer to test it", As she REFUSED to move onto the next step if I did not do this. what a crock of BS. Yep the DVR was burned out, wow what a revelation.
After using this replacement DVR for just under a year the DVR started getting an error code 773, every few months, and would RE-FORMATT the disk, and thus causing ALL recorded programs to be lost. (Very Frustrating) Since the Programing stinks, and is Plagued with Commercials. So this is the only way to try to watch what little of the programing that's on worthwhile to watch.

Now on to when I moved to a new place. I took the Piece of junk, DVR recorder to my new place. when I called to have the Re-Install at new location I told the customer service person what was happening with the DVR recorder 773 error code/Re-Formatting. and asked them to send out a replacement DVR, when they came out to Re- install my service. I was told "If I wanted a Replacement DVR sent out with the tech, that I would need to agree to a NEW, 2 year agreement". other wise the only way to get it replaced was to once again send it back to them. what a joke!!. this is not how you treat customers.

Since then the DVR recorder has MELTED DOWN 4 times at the new place, you know error code 773/RE-formatting losing all your recorded shows BULL SH_T.

So I have had enough of PAYING $82.78 each month for TV ONLY!! NO INTERNET!!!, NO MOVE CHANNELS!!!, just regular TV. This is WAY TOO EXPENSIVE FOR RANK programing, JUNKY EQUIPMENT, and even WORSE customer service. I would not recommend Direct TV to anyone.
     
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Charlie Lin on 11/20/2012:
DirecTV has cancelled Jade World and TVB on 11-18. These are arguably the most popular Cantonese stations. Dish Network is carrying TVB and Jade World so call 877-342-2104 to get signed up today!
Misty123 on 11/22/2012:
My local cable co was sold to time-warner and our prices increased for the bundle of tv,internet and phone to $217.00 month. I had read other post from people going to the Roku player and how well they liked it and decided to check it out.I did and I am happy to say I bought the Roku streaming video player from Walmart.com and I'm very happy with it.I cancelled cable and phone service I kept the internet because I needed internet for the Roku player. I have Netflix for $7.99 per month that has tons of movies and tv shows.There is also Hulu and Amazon that you can get for $7.99 each and each has tons of movies and tv shows with no ads.the only thing you can't get is the local channels but with an indoor antenna you can get those free also.You might want to check this out,just go to Walmart.com and read all the reviews from others that have switched to the Roku player and decide for yourself.I'm sure glad someone told me about this.
Uchual on 12/08/2012:
Love this rant. It pretty much sums up what is wrong with America's corporations and society in general.
kory on 12/16/2012:
I'm a Directv and Dish network Dealer, the problems you exspress ar no different with dish refurbished receivers plauge the markets. I will admit that the dvrs with directv have had several problems, however both companies offer much improved receivers, and to be completly honest service call ratios are much much higher with Dish then they ever are with Directv, I walk away from each dish install knowing that there is a good chance ill be returning in 6 months. as far as price both are exspensive and really is no difference virtually in price. Bottom line from a retailer. switch every two years. save money keep you equipment new
LuAnn Howland on 04/21/2013:
As a provider available to the masses why would you not grasp the opportunity to showcase quality shows? What I wouldn't give for the chance to air programs that are educational, interesting and have a social redeeming thread running through it. And here's the kicker, these can be entertaining as well. Why would you choose to embrace instead tasteless after tasteless reality shows? Is there even one corporate Dish executive that would dash home, pop some popcorn, get comfy in their favorite chair to watch this reality programs? No, of course not! So why in the name of all that is holy do the executives think their paying customers would. No more reality shows. Dog and Beth, On The Hunt? Really. Really.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Direct TV Stole My Money From by Bank Account
Posted by on
Rating: 1/51
LOUDONVILLE, OHIO -- Hi You Guys have stolen my money from my bank account from First Merit. My name is Linda. You have taken over 700$ out of my account and I am being assessed a 5$ fee for every check that has bounced every day. I am getting a 35$ overdraft charge each day as well. Right now I am $978.09 overdrawn and each day I am being assessed a 5$ late fee but no more than 50$ per day can be assessed to my account. So each day its growing 50$ more in the hole when you guys took the money from my account I was in the positive for $128.44.

I am writing in regards to you stealing my money from me and I have been researching the Internet and am seeing post after post of you guys doing this to people. I talked with a representative and a supervisor and agreed to a 10$ monthly installment from my Bill Pay your last payment you received was in July 3rd 2012 I have been continuously paying on this account since I quit services. And requested for you guys to send me the stuff to return my equipment or have someone if there in the area pick it up for me. The day I received the box in the mail to return my devices they automatically debited my account for over 700$ you sent the boxes to me on 8/9/12 THE EXACT SAME DAY I GOT THE BOX TO RETURN EQUIPMENT YOU STOLE MY MONEY AND RUINED MY PERFECT ACCOUNT.

You have agreed to me paying 10$ a month without disturbing or making my account or credit delinquent. You guys are the worst service providers I have ever had. That's why I went back to Time Warner a COMPANY WHO ACTUALLY CARES. I am disputing the charges with the bank and reported you guys for fraudulent fund stealing from a Mentally Handicapped Person. I don't understand how you guys think you're head honcho and can just go robbing people like stealing candy from a kid. PATHETIC. I have reported you to the BBB. As well as I filed a police report. Hope this don't hurt your credit ratings much and you don't lose potential customers. O yea don't tell them you want your money and threaten them on the phone with calling all over making there name trash cause they will hang up on you HAHAHAHA.

And if you do set up services with them make sure after you give them your debit card DON'T GIVE THEM A CAPITAL ONE OR CREDIT CARD MAKE SURE ITS A BANK ACCOUNT CARD they keep on file that you cancel it because that's how they told me they stole my money. I got over 4 hours of recordings with these people and I sent my equipment back after a month of asking them how to return it the day I got the box to return it they stole my money. Like a thief in the night HIJACKED, so if you're looking for TV please look elsewhere. I have emailed every single email I can find on these people and its still gotten me no where.

Sincerely,
The Disabled Lady On Pearl Drive - Linda
     
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Alain on 08/27/2012:
Contact the Ohio consumer protection agency about this via http://www.ohioattorneygeneral.gov/About/Sections/consumer-protection or call (614) 466-4986/(800) 282-0515. You may also want to file an official complaint at http://www.ftc.gov/bcp/index.shtml and http://www.fcc.gov/complaints
Misty123 on 08/28/2012:
Sorry this happened to you....Talk to your bank and have them help you get your money refunded.They should be able to reverse the charges for you. When returning their boxes,get a tracking # so you can prove DTV gets the equipment.
fedupliz on 09/26/2012:
Don't ever give direct access to your bank account to any service company. I allow no credit card automatic billing or direct bank debit. They will ruin you. First review the bill then pay it if it is OK
love them bassets on 09/27/2012:
No company, whether it is a hospital, doctor, internet website, credit card, etc., is going to wait for their money and accept a monthly payoff other than what your contract stated if you quit using their services earlier than the contract date states, I.e., wireless phone, cable t.v., credit cards,etc.), and they will go after you tooth and nail to get their due. What was stated in the rules of your contract if you dropped their service before your contract was up? I know wireless phone charges can be very high if you want to discontinue your contract before the one or two years are up and you get a penalty applied. You need to read your contract and see what they have listed as the rules of getting service and discontinuing service from them. Why don't you close your checking account immediately to keep your funds in your account, but if they don't get their money, you'll start getting phone calls at 8:00 a.m. on the weekend from bill collectors. Did you put the terms of the payback of $10.00 in writing to them, and if so, did you get a response back where they agreed to that amount? Sorry to hear you have to go through this, but you have to read the small print and never let anyone take money out of your bank account -- you manage the payments yourself.
standingfortruth on 04/25/2013:
This company is corrupt and they do use deception to access people's bank accounts. It is actually an illegal act but they manipulate the legal system. I have researched enough to realize what they are doing and have also seen that the legal system has actually back them on legal cases they have filed against people. Starting to wonder who all is involved in this company.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Complete Scam! Liars, Perverts, and Cheats, Oh My!
Posted by on
Rating: 1/51
FORT WORTH, TEXAS -- I really do not understand why this company is still in business...

So my wife and I were on speakerphone with the sales representative with DirecTV and the "gentleman" on the other end quoted us prices that we were genuinely excited about. We scheduled a so-called technician to come and install the package for us this morning. First of all, he showed up at 7:45 AM before I had even left for work in a raggedy little S-10 pickup with no logos or anything showing affiliation with DirecTV. I imagine all the dents and dings on his truck came from unsatisfied customers throwing rocks and junk at him as they ran him off their property. The nasty S.O.B. made my wife extremely uncomfortable the whole time he was there.

While installing in my bedroom with my wife "supervising" the job, he at one point started rubbing his hands along her back and winking at her! I told her she should have kicked him out on the spot... Also, this Jackwagon ran the cable in my living room wall along the trim of my wall and up and around the frame of my front door. It looks like crap! He waited until after he was finished to inform us of what he had done, trying to instruct my wife on how the remote worked, when he said, "Don't push this button, It is for high-definition programming." What the heck!!! That was part of the package we purchased.

That was not the only thing the salesman lied to us about...
We were told the installation would be free... Except they charged us @ $21.00 to do it!
We were told that a HD-DVR was included in our package... Nope! Lied to us again!

I am now under the impression that these "salesmen" are actually telemarketers that will say whatever they can to get you to bite, so they can get an extra $ spiffed their way.

When my wife called Customer Service to convey our displeasure over the whole situation, she had to go through several folks just so she could actually understand them due to their accent. When she finally had a supervisor on the phone, she got passed from one to another. All we requested is that they stick to what they had originally quoted us. We know they "record all phone conversations for customer SATISFACTION, and training purposes..." So we told them to pull the phone records with our exchange with their "salesman" so they could verify the validity of our claim. Guess what, that information was not available according to one of the supervisors, yet another subsequent supervisor said it must have been deleted from their system because she could not find it! They can't even communicate with each other to keep their LIES straight.

The only options we were given were:
A) Accept their superficial apology, and keep the service as is...
B) Accept their superficial apology, and pay double what we were quoted to get what we originally wanted. (Which by the way, meant waiting 3-4 days for them to come back out to do the job correctly)
C) Deny their superficial apology, tell them to stick to their word or they can stick it _______(fill in the blank)

We chose "C"... Told them to turn their guy right back around and pick up their crap, and not to touch one penny in our bank account! "That's not how it works." is the response we got. "We will send you some boxes, and you can mail our products back to us, then you will get a full refund in about 30 days, minus the $21.00 installation fee..."

THIS COMPANY IS A TOTAL SCAM!!!!!

If you are considering DirecTV, I implore you to reconsider... There are many other providers out competing with this Hackjob TV service. I've noticed the others quotes are a bit higher, but at least they will have the ethics or good morality to keep their word, understand the importance of customer service, and won't send some pervert to you house trying to eyeball your wife!

Also, in comparison to my other complaints, this one is minor; The jerk that came into my house and put in this CRAP, also had no qualms with leaving his garbage and waste throughout our home. I have a 14 month old who already puts everything in his mouth. I don't need anybody else leaving surprises for us to find, much less a creepy stranger.

Hopefully, I have saved at least one person from this type of headache, if they have read this prior to signing up... There is a reason that over 90% of the reviews are painting DirecTV in a negative light. It's because it's true and this company is not in touch with the consumers of their product...

HEED THESE WARNINGS! STAY AWAY FROM DIRECTV!!!
     
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Gerri on 02/24/2014:
I agree with your comments about Directv I am ready to cancel my 3 year service.These people started off charging me 69.00 a month, now my bill runs well over 100.00 a month, and I have not even added anything new to my service, as a matter of fact I have had things taken off that I never asked for in the first place. My eldest daughter keeps telling me mom try Dish Network, they are much cheaper. I tell you what, today I am going to look into that!
nikalseyn on 02/24/2014:
I assume you gave them permission to take money out of your bank account. If this is correct, I would immediately close out this account and either go to another bank/credit union, or enure that the bank will not allow anyone to debit funds from any new account you make. You can expect Directv to take money from your account next month so do what you have to do ASAP.
brucksmail on 02/28/2014:
Blame the Attorney General in your states. There were class actions by several states concerning DISH Network, I am not sure on Direct TV, and they let these pigs off with a slap on the wrist and sent them loose on an unsuspecting public. What we need is a class action against the AG offices for not doing their job which is supposed to be protecting consumers from monsters like these. Lets face it they have a monopoly. If you don't live in the city your only choice, to use air waves that you own, is through the satellite companies that grossly over charge cause you can't get cable. In other countries you can get all of the satellite channels for $20.00 a month, here it is what,$150.00. Yah, how does that work. The AG's are letting them take us all to the cleaners. Shame on them.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Disappointed
Posted by on
Rating: 1/51
MINNEAPOLIS, MINNESOTA -- I have considered DirecTV due to the great deals I saw online. But the process getting into it over the phone was very exhausting. I'm glad they work out for some people, but obviously not all and I'm one of them...I'm not even a customer! Out of the 1000s of reviews about DirecTV, I have skimmed through a good amount of these 1 out of 5 star reviews and that is more than enough to not invest in this business.

First of all, coach your sales team not to sound like fast slick-sales-talkers. It really sounds scam-ish and there was a lot of info left out that surprised the hell out of me after I was transferred to a couple of clueless people in customer support, then to this very rude non-personable woman at Centurylink...even when I had already repeatedly confirmed the package deal and estimated costs the sales guy and I agreed was best for me! I've asked many times for the sales guy to slow his talking down. What ever happened to quality customer service where the customer is the #1 priority? Customers are the ones you need to have a great first impression with right from the start and build solid relationships with because they are the ones who will give away their hard earned money for expected good service!

I am one of those type of shoppers that are very careful before I sign up for anything, buy anything, and like to read the small prints, then ask many good questions. In a very frustrating 2 hour phone call, I was constantly interrupted. I could vibe annoyed tones of voices whenever I asked questions or wanted things to be repeated! They were all never clear on the total set costs for 12 months and what to at least roughly expect in 24 months. Let me tell you, the total costs of my bundle were significantly different told by 4 different people! How can you agree to such things over the phone when they continue to talk way too fast and have no patience to let the customer speak?! I was born and raised in America, speak perfect English, and I even could not fully understand everyone I was talking to due to the speed of their voice, their foreign accents, how often they mumbled, trailed off, or just seemed like I was listening to an automated voice system!

What a waste of 2 hours. I tried really hard to get my words in! You people like to talk, talk, talk without allowing your potential customer to speak. It is 2013! Change your rusty sales scripts, start learning how to listen, how to apologize rather than constantly thanking people for choosing your business when they’re clearly not happy-sounding over the phone and haven’t even closed the deal completely yet! Hire more qualified phone-talkers and coach them effectively to be personable and not leave out any info the customer may be surprised with when they're transferred to the next "step".

Seriously DirecTV, check your customer reviews online and take it into sincere consideration on how your customers really feel!
     
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BigAl on 08/14/2013:
I recently had directtv installed in my home. I ordered over the phone and had many questions for the representative. All of my questions were answered to my satisfaction and I never had trouble understanding them. The install was set up and done in a very professional manner. I received e-mail confiirmation about what my bill would be and it matched exactly what I was told. As far as the "next step" I never encountered such a thing. Everything was handled in one conversation.
Rob on 08/20/2013:
DirecTV is awful. This is such a great review. I had the exact same experience as you did. I wouldn't recommend them to anyone.
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DirecTV: Time for a Class Action Lawsuit
Posted by on
GREENWOOD VILLAGE, COLORADO -- Had I not experienced first hand the operating practices of DirecTV, I would have never have imagined a company could be allowed to conduct business in this country in such a blatantly dishonest, irresponsible, and widespread manner.
That a class action lawsuit has not been filed against this company is beyond me. Here is our experience.
We have been subscribers of DirecTV for over 5 years. Initially, the service was unremarkable, in so much as all it entails in the first place is a simple- VERY SIMPLE concept: choose a programming package, get that package, pay for the service. No one is putting anyone on the moon here, and it isn't rocket surgery.
After a couple of years of said uneventful service, we began to notice variations in our bills. We had assumed that these were legitimate "variations", until we looked at EACH AND EVERY monthly statement. We were amazed to find that, prior to monitoring our bills, we had been getting charged for movies we had not seen or purchased (ordered), and even more outrageous, the prices of programming choices we had made were being arbitrarily raised without our knowledge or consent. The result was an almost monthly ritual of time-consuming calls to have those charges removed. Although the charges were eventually reversed amidst apologies and other hollow pleasantries, it was not without taking considerable time and effort on our part.
This trend continued, and worsened to the point that, on several occasions, I let the supervisor(s) know that we intended to discontinue our service altogether with if these practices did not stop once and for all. Again, apologies were issued, and we were told we would be given "six months" of (fill in the blank) programming for free as a show of DirecTV's wanting to make things right. EACH TIME, not only was the "freebie" only extended for THREE months, but AFTER THREE MONTHS DIRECTV BEGAN CHARGING US FOR THAT PACKAGE EVEN THOUGH WE NEVER ORDERED IT!!! Again, time and effort consuming phone calls needed to be made, and in the process, the response on a personal level had become downright RUDE and insulting. Finally, about nine months ago, we decided to purchase an HDTV capable flat screen, and decided we would also change our carrier as well.
When we called DirecTV to disconnect our service, we were immediately put in touch with a supervisor. In essence, he wanted to know "What would we (DirecTV) have to do to keep your business?" I explained how they would pretty much have to give me just about everything for free, as we were plain fed up with their company. Without going into detail, suffice it to say that we were given significant equipment fee and programming "deals" to make it worth our while.
Most importantly, I specified that I did not want to see any variation on the agreed upon monthly fee for an entire year. I was assured that would be the case. That is the contract we entered into. These conditions were to continue for one year. They didn't.
Within three months we were seeing increases in our monthly bill, and, what's more, the bill had become so convoluted with partial charges, partial credits, fee reversals- you name it - that I don't believe anyone could come up with a more unreasonable method of conducting what should have been a straight-forward transaction if they tried. We were, in a word, dumb-founded. Things finally came to a head in June, when, along with the usual inappropriate programming fee assessments, we received charges for three PPV items: two "regular" movies, and one "adult" movie. Not only did we not order these items- it would be nonsensical to do so: the "regular" movies were being shown on our programming packages we were receiving anyway- But the REAL kicker was that THESE ITEMS WERE DATED JANUARY AND FEBRUARY OF EARLIER THIS YEAR! I immediately called, and told the representative that I wanted to cancel our service, as DirecTV was not keeping their end of the agreement, and the inappropriate charges were ongoing. I was immediately transferred to a supervisor. The same apologetic nonsense ensued, but this time I did not give in. I stated that I no longer wished to do business with DirecTV. After a significant amount of rude and abrupt commentary, I was told I would be put on hold while they processed my request. My wife and I had lunch during the 57 minutes the elevator music played on speakerphone. 57 minutes. As I simply did not have the time to do so indefinitely, I reluctantly hung up, and called back. I then had to re-explain the entire situation again, and again had to wait as I was handed up the chain of command. After finally getting yet another supervisor, and explaining my situation (including the hour wait on "hold") I was told, and I quote: "Oh, I know how to deal with that;"- and the person HUNG UP ON ME.
I had no more time to deal with the situation. In my life outside of dealing with DirecTV I was knee deep in organizing my company for an important business trip that would take place overseas. Not quite as complicated as TV programming, but an important part of my otherwise productive life.
On our return, not only did I discover that DirecTV had not complied with our request- THEY CONTINUED TO BILL US FOR MONTHLY PROGRAMMING!!! We couldn't believe it!! I immediately called and, in a nutshell, was told, in a very rude and insulting manner, that I WAS disconnected for NONPAYMENT of service- WHAT"S MORE- and this is really amazing: I was being charged $350.00 for early termination of my contract!!! Although I pointed out it was DIRECTV who FAILED in holding up the contract, AND THERFORE I WAS CANCELLING THE SERVICE AS IT WAS UNSATISFACTORY AT BEST (see all of the above) my words again fell on deaf ears. and I was treated in an abrasive, rude, and insulting manner. Unless I experienced this first hand, I would have never have imagined a company could be allowed to conduct business in this country in such a blatantly dishonest, irresponsible, and widespread manner.

     
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madconsumer on 09/05/2009:
directtv is bottom feeders.

when I had them, my bill increased monthly for two years. when questioned, they said it was my programming options. here is the glitch, I had the same as my neighbor, and their bill was always lower!

very helpful review.
TheMightyBoosh on 09/05/2009:
Awesome review!
Eloise on 09/05/2009:
We've got almost a year to go on our DirectTV contract and then we are out of there. Like the OP our bill has been for a different amount each and every month.
old fart on 09/05/2009:
You need to get back to Charter or Comcast...
Anonymous on 09/05/2009:
Great review! Same thing happened to me. Mad, I'm really surprised that your neighbors weren't screwed over too. I'd like to know how they avoided it. Yep, its official! DirecTV stinks!
Eloise on 09/05/2009:
I think we'll go back to Charter, OF.
bcd on 09/05/2009:
I've heard this before about Directv. What a sham organization. Very good review. Thanks for sharing.
old fart on 09/05/2009:
I just had an interesting experience with charter re: repairs, and was amazed at how professional they were... I can't say enough good about them...
Ytropious on 09/05/2009:
I'm a huge cable fangirl, so I always critique Directv commercials when they come on trying to flame cable companies. I noticed all the fine print too. Apparently they advertised something like 3 months of free HBO, and in the fine print they made you call and cancel it manually after 3 months or they continue to bill you for it. That just sounds shady to me since they are tacking it on with your initial sign up in hopes you don't call to cancel. That's just low class. Directv will NEVER have my business.
Anonymous on 09/05/2009:
cable is so 80's.....

The only thing I hate about Directv is that I don't get Comcast Sports Net anymore....Had it last year,got to watch the USC games...Missed today's shalaking of San Jose St. Thanks Directv you suck only for that reason.
Eloise on 09/06/2009:
Trainwreck, You didn't think San Jose St would win did you?
screwedbydirectv on 04/14/2010:
This is exactly what happened to me....I filed a grievance with the BBB and who knows if that will pan out...SO WHAT HAPPENED WHEN YOU CANCELLED AND DID NOT PAY YOUR BILL...?
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DirecTV - Beware! Deceptive Business Practices
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DirecTV was unequivocally the worst experience that I have ever had with any product or service. It’s hard to believe that such a company can legally operate while employing the deceptive business practices that I encountered throughout the 17 month term of service that I had with them. Once they have you, there is no way out. If you request to cancel service due to their deceptive billing practices, failure to honor agreements/promises or evasive customer service and unresolved problems, they will threaten you with a huge termination fee for canceling early.

I cannot believe how many hours (probably days if you add them all up during my 17 months of service) that I spent on the phone & emails in good faith trying to give DirecTV the opportunity to honor the promises & agreements they made. However, despite all this effort, I was met time and time again with extremely evasive customer service that will drag out an issue (no matter what it might be) for as long as they can in what appears to be a tactic to wear you down into just giving up.

A perfect example of this the $50 Visa gift card that was promised at the beginning of service for enrolling in auto bill pay. They initially told me it would take 4-6 weeks to arrive. After a couple of months I called to check on the status of it and was told that it wouldn’t be sent until after three billing cycles had passed. A couple of months later I was then told that they never had any Visa Gift card offer. In future phone calls I spoke with managers and representatives who said each time that the issue was being sent to a special “escalation department”. However there was never any type of response or resolution.

I requested several times to just credit my account for $50 in lieu of the Visa Gift Card and they said they couldn’t do that. Finally after 10 months and countless phone calls I said that I was going to cancel my account. They immediately threatened me with a $250 early termination fee if I did so. Then they put me on hold and said they would credit my account for $50 (even though they said this couldn’t be done in the countless phone calls over the previous 10 months).

When I signed up for DirecTV, I specifically indicated that it would be for RV use. At the recommendation of the DirecTV rep, I ordered a mobile tripod for an additional $50 that could be used for this purpose. I was told that the local channels would be available wherever I went. That, however, was not the case. I was later told that I needed to pay a significant additional fee to receive local channels. When I said I wanted to cancel because I couldn't get the local channels that they promised and I was paying for, DirecTV again threatened to charge me with a huge early termination fee.

I finally had enough and told DirecTV at the end of 2008 that I was going to cancel my account regardless of any termination fees. They transferred me to the “retention department” and offered me a price of $34.99/mo that was locked in for the remaining 12 months. Wanting to avoid the termination fee I agreed and thought the problems were over. I asked the representative to put notes on my account regarding the offer in order to avoid any issues in the future. The next month they debited my checking account for $42.99. I called DirecTV and referred them to the previous offer and account notes. They said they saw the offer and put in a request to correct it but it would take 7-14 days. Then the next bill came and it was for $62.99. I called again and they still hadn’t corrected the first error and were about to debit my checking account for $62.99. They said they would send a request to the now mythical “escalation department” but it would take another 7-14 days. When I called to follow up they said that $62.99 was correct and they didn’t see any offer of $34.99 from the retention department. After several more weeks and many hours on the phone & email and they still refused to acknowledge the offer that was made even though the first representative confirmed the notes were in my account.

I decided at this point I needed to handle all future correspondence in writing. So I sent an email to customer service and said that I was cancelling my service and would file a complaint with the BBB. In subsequent replies they first said they would charge $42.99, then $37.99 and then $39.99. It was different with each representative and each reply. They still refused to acknowledge the first offer of $34.99 notated on my account and even refused to acknowledge the $37.99 that I now had in writing. I finally had to cancel auto bill pay to prevent them from arbitrarily debiting my account for unauthorized overcharges.

For anybody that hasn’t gone through this process and is wondering why not just cancel service and then refuse to pay the early termination fee? The answer is DirecTV has your debit/credit card on file. Within days of cancelling service, they will charge your card for the termination fee without any type of bill, authorization or notification. In my case this was a debit card linked to my checking account. Poof…$139 in cash was gone without my knowledge. Fortunately I had enough cash to cover the charge. But this could easily have resulted in some hefty overdraft and returned check charges.

When I requested that they refund the charge, they referred me to the customer agreement that says they have the right to charge your card without notice for termination fees. Apparently, DIRECTV believes that it is acceptable business practice to actively evade any promises/agreements made with the customer, but fully expects the customer to keep paying for their “service” or suffer the consequence of a huge early termination fee.

Please do yourself a favor and stay clear of this company. No matter what “special offer” they have at the time and no matter how good it may seem, they will do everything within their power not to honor it. You will end up spending many frustrating hours on the phone, usually with no resolution. And if a resolution ever does come, it will often take months of continuous follow-up in order to make them honor their agreements.
     
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Soaring Consumer on 05/14/2009:
Voted helpful, this is a perfect example of the various types of problems that people have with DirectTV.

How did they respond to the BBB?
madconsumer on 05/15/2009:
very helpful.

the bbb is a huge joke.


sue em.
Bobr on 05/15/2009:
I just filed the complaint with the BBB, so I haven't heard anything back from DefraudTV yet. I will post an update as soon as I hear their response
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Awful Service
Posted by on
Rating: 1/51
LOVELAND, OHIO -- I would like to share my concern for the extremely poor service I have just received over the last two weeks. My home was struck by lighting and as you can imagine I was not happy about it. So replacing all electronics in my home was not easy but I did not think the hardest part of the scenario would be receiving new HD Boxes from your company. I set up 3 separate appointments for a technician to simply drop off 3 new boxes (not knowing they could have just mailed them, which I was informed off just this morning).

The first tech call that was "sent" to my home never showed up and states that he called numerous times. The second tech call I received informed me he would be at my home in 1 hour and 15 min. I left work immediately knowing I had a 30 min drive home from work. I received a call within 10 min of the previous call alerting me that he was at my door and no one was home. This is 1 full hour before he said he would be there. He left, instead of waiting for me to be home in a few moments. The third call I was "guaranteed" a tech would be at my home between 8am and 9am. They realized they had messed up and I appreciated that. 8 am came and nothing. I got a call at 8:23 stating that tech would be here at 11:00 am. I called in to see what happen with their guarantee...I was told they cannot make promises on time but they would call a tech to see when he was going to be here. I got a call back at 8:47 saying he would be here within 15 min to make sure I am home. 15 min passed and I got another call saying he would be another hour and a half. This is now over 4.5 total hours that I could have been working, but instead sat at home and waited for someone who never came, all for a 15 min service call. I proceeded to call into DirectTv and talk to a manager, after having a brief argument with the gentlemen that told me there WAS NOT a manager on duty at that time, he forwarded me to a manager. The manager out of the SouthEast Region named Marsha *****, was easily the rudest and least helpful person I had talked to yet. Using terms like "Its a four hour window, shouldn't be too hard to wait for that", "you should have left work earlier" (in reference to my second failed service call.) She then proceeded to tell me that IF I were thinking of canceling with them she would not waive my fee and "I would be out $436.00" So after I have lost over $400 in hours of work, I was voluntarily told that.

I am not writing this to cause problems or start an uproar. I am simply writing this in hopes of being taken care of for the service I pay for monthly, and to warn customers looking for reviews on Direct TVs customer service that it is a less than helpful process. I hope something will be done and no one else has to deal with this kind of service.

Thank You,
A Concerned Customer
     
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Skeptic on 09/09/2013:
Sorry you had such a run around waiting for a tech. Delays are constant and will never go away I'm afraid as techs never know what to expect when going to someone's house and what delays that can cause in getting to their next appointment. Directv does have a on time guarantee if the tech doesn't call you or leave a note that he was there on time. Did you ask about that?
kd on 09/09/2013:
I believe your experience as I had the same issue today with an installer not showing up at my house when agreed upon. And when he finally did show, he didn't have the proper equipment. I'm relieved I found this out now before I actually signed a contract.
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