I recently discontinued my service and wanted to know why I was charged $5.99 after my account had been credited for $7.22. The rep's first question to me was why I discontinued my service. I explained to him that it was for personal reasons and the phone call today was about the $5.99 charge. He continued to ask and I continued to inform him that he can offer me everything under the sun but I was not interested in re-establishing my service.
I asked him several times if he could just inform me what I was being charged the $5.99 for. Then he asked, "So you don't want to save $400?" At this point I asked to speak to a supervisor. He informed me that none was available. I told him that I will file a grievance if he continues with this line of questioning. He told me he was just doing his job. I told him to put down the script and LISTEN to me. Then he told me that I had the wrong department, that he was the re-connect dept.
My frustration level is at maximum now. I asked him to transfer me to someone who can inform me why I am being charged $5.99!!! His response was "that would be me". This is the reason I will NEVER do business with DirecTV again!!! After approximately 20 MINUTES, he finally informed me as to why I was charged the $5.99. I understand the sales pitch. I worked in Sales, but at some point the reps need to listen to the customer so they don't go away extremely frustrated!!! Goodbye DirecTV!!!
CHICAGO, ILLINOIS -- I switched to DirecTV from AT&T U-verse in October 2016. This is one of the worst mistakes I have ever made. I have had problems from day #2 with one of the TV's. It happened that it was a problem with one of the remote controls. I called their customer and talked to three different departments before I finally got someone in technical support. That person said that he would switch me to someone at Wal-Mart's. She was very knowledgeable and assured me there was nothing wrong with the remote but it needed to be reprogrammed. She very capably did that, no thanks to DirecTV.
Now, here comes the same TV with a similar problem. I was on the phone with DirecTV for more than 2 hours trying to get the situation straightened out to no avail. I spoke to two different supervisors reading the same thing from their script. I'm sorry but there is nothing that I can do other than schedule a service call. I had to wait seven days for a service call. I was scheduled for someone to come out between 12pm and 4pm. At 2pm, someone called and said they were still coming. No one came. I called back and was told it would be between 4pm and 8pm, they had no record of the other time.
Well I could go on and on. I haven't even gotten to the issue with my rebate of which they gave me four different numbers to call and still nothing resolved. To try and make a long story short, I feel that they have lousy service and they don't care. They already have you hooked into a two year contract. Stay away from them.
ORLANDO, FLORIDA -- I had service with DirecTV for years and then decided to cancel due to high monthly charges. When I spoke with their customer service department on October 16, I was advised that I would have $0.00 charges for a final bill. Of course, I confirmed this numerous times as it rarely happens. Not to be surprised, I received a bill via email. I called DirecTV again on November 15, and was advised that they would escalate my concerns and remove the charges from my account.
Lo and behold, DirecTV took a credit card I had saved on file for payments (apparently there is a disclosure allowing them to take money without your consent when you save information on their site) and paid their bill. Upon learning of this, I reached out again to DirecTV and was advised that they will not refund my money. I was hung up on 3 times during conferences for over an hour. I was advised that customer service is the final say and that there is no management or others that can assist.
There is a reason that Hulu and Netflix continue to rise - it is the poor customer service these larger companies offer. American business has lost their loyalty to their customers and hide behind large call centers. It is a disgrace and I will NEVER use this company or recommend them to anyone again.
UTAH -- I paid my bill using Western Union On Monday. It only takes four hours to post to my DirecTV account. I have been calling both of them all week. Western Union says they received the payment Monday and gave me a five digit receiver code that DirecTV sent them letting them know they have the money. Every time I call DirecTV they say it haven't posted yet or they can't find it and now they say it will take another week to track it down. How hard is it to pay a bill and post to my account when I have given the right account number, code, city and everything?
WESTMINSTER, COLORADO -- I was happy with Dish Network, but a sales person knocked on my door and made fantastic promises about how DTV could save me money and deliverer better service. Turns out he was lying. It cost me over $300.00 to switch my phone service. Everything was fine for about 2 months. Then the picture on my favorite channel started freezing for up to 15 minutes at a time. I called and was told they checked everything and could find nothing wrong. They said it was on Encore's problem.
This morning, I got a message saying my programming had not been updated for 7 hours, and to contact a representative. For the next 30 minutes I tried to reach a representative but only got a busy signal. When I got through, I was told my account had been suspended for lack of payment. I have the emails showing they got the payments. All I could reach was an automated system that I could not explain the problem to. In short, stay away from DirecTV. They are a bunch of crooks and liars. The only worse organization is the US Government.
ATLANTA, GEORGIA -- I spoke with multiple agents and they promised they could give us a $15 per month discount once a payment had posted. All I had to do was call back. Tried talking to them a couple of days later as soon as the payment posted.
That's when they started telling me they couldn't find any notes to that effect. The newest agent proceeded to "take some more notes" and get a supervisor at my request. I'm at over an hour and typing this as I "wait" for a supervisor. I think it will be a relief to switch to streaming for my entertainment and leave these ** where they belong.
RENO, NEVADA -- I have called DirecTV to cancel my service on August 4th. Because the new apartment I am moving doesn't allow satellite TV's, they put me through 4 different people to handle my request. So when I thought the 4th person that I talked to have finally handled my request to cancel my service I felt relieved. So guess what September came since I have a combined bill from AT&T and DirecTV that's when I found out that those ** I was talking to cancel my service did not cancel it. So I pay for the service I no longer used. And I called them again and again and again.
So finally I get a hold of a real person after waiting for hours on the phone just to cancel the service I no longer have. The person I was talking to was very condescending and rude to the core. And I told her I just want my DirecTV canceled and I haven't used it for a month and I requested to cancel it one before and apparently DirecTV customer service people were trained to lie to customers that's what they're getting paid to do. All I can say is do not GET FOOLED by this money hunger company. I will never ever have DirecTV as long as I live or recommend it to any of my enemies. DirecTV and their employees are making their money to lies and deceit people.
HIGH POINT, NORTH CAROLINA -- On hold forever every time you want to speak with someone. Great sales pitch to get you to sign up and then a few months later they bait you to go paperless, and then a few months later you find your bill has doubled, and if you catch them they offer you credits. Service gets interrupted every time it rains and the fees are ridiculous. DO NOT give them a credit card to do automatic bill pay!!! They double charge the card and only apologize if caught. Fees increase & "Specials" they don't even tell you about go away, and your bill rises without notice. Always quick to apologize for getting caught.
Should be a sharp law firm out there that will eventually do a class action lawsuit and out them out of business. It's a disgusting racket and a shell game they think you'll just not figure out. They act like paying $150+ a month for air is wonderful deal. I feel like they are just a bunch of pickpockets. Too many more less expensive options out there to have to deal with this kind of business. Look elsewhere!!
TROY, MISSOURI -- We signed with DirecTV about 3 1/2 years ago and have had nothing but billing issues every month. The bill keeps increasing every month and last month when the bill came in I called and they said they would knock off $40 for September and issue a discount for each month until Sept 2017. I was told to pay the Sept bill minus the $40.
So, I sent in the amount they told me to and this month received an additional $80, I suppose the $40 that was knocked off last month and the added $40 per month to come. When I called in I got hung up on when I asked to speak to an account specialist. Called back and they have no record of the confirmation number that I was given for agreement. They say they have no record of our conversation. They do not want to abide by the agreement and will not lower any of the bills. Will probably change to Dish hoping the same does not happen. We are located in an area that does not have U-verse or Charter so we are stuck with regular TV or Dish.
Your satisfaction will be short-lived. The initial price soon jumps. In our case the monthly fees went from: first month = $21.15, second month = $38.41, third through 12th month = $78.00, beginning of second year =$125.70. There is nowhere this was defined. Cancellation of the 24 month contract is $20.00/month. Payments are deducted automatically from a CC they have on file. Without authorization to do that they will add an additional $10/month administrative fee. There is NO chance of changing any of this.
Their customer service is like talking to a wall -- they simply do not care. Cut your package -- no that won't help either -- we have the lowest level; even at these prices. Buyer beware. But I am going to give them as much bad press as possible in the hope of causing others to be more prudent and run the other way.