CHICAGO, ILLINOIS -- My bill went up without my approval. Money was taken out of my account without my permission. I contacted several reps at DTV who said there was nothing they could do. Their reasoning was horrible so I asked to speak to a supervisor. I was put on hold for 45 minutes. The representative came back on and told me he was on the phone still and I was in queue number 4. I asked if he could call me back and was told she would give him my phone number and details of my complaint.
Two weeks later and me calling to speak to a supervisor. NOTHING. DirecTV is horrible. I have been with them since 1999 and thought I would be treated as a loyal customer. HA. I am going to cancel them but the told me there would be a cancellation fee of $200. I am going to file a complaint with the BBB and Attorney General. I am sick of them screwing people over.
DIRECT TV MANAGER. HE WAS EMPLOYEE #996581, ANTHON -- The reason for my writing is that my relative was not able to get a program that was listed on the package she had agreed to and I called to inquire as to why this was so. I spoke to a young woman and she could not resolve the problem. I asked to speak to her manager and she said I would have to wait a half hour which I did. Then, I spoke to a gentleman, named Anthony who worked on my problem and resolved it. He is to be commended for his service. He was professional, courteous and did his best to help me. If you ever give out awards for service to the customer, he certainly deserves it. Thank you for listening to my observation.
CALIFORNIA -- My February 2 DIRECTV bill included a charge of $45 plus tax for "non-returned equipment." The equipment, a defective receiver box, was returned to DIRECTV weeks earlier and I have the tracking number. I telephoned DIRECTV to explain this and they assured me that a refund would be issued. Three weeks later, I got an email from DIRECTV saying the matter had been resolved to my satisfaction and to check my account. There was no credit posted to my account.
Since then, I have spoken to four different people at DIRECTV. Each one has promised a refund by a specific date and each date has passed with no refund. I have a written transcript of an online chat promising the refund by a specific date, which didn't happen. I spoke to a supervisor who absolutely promised to issue the refund and agreed to call me the following day at a specified time to verify the refund. No refund appeared and there was no phone call. I have been a DIRECTV customer for over 15 years. I don't know if DIRECTV is incompetent, dishonest or both but I caution anyone considering them as a provider.
TIBURON, CALIFORNIA -- DirecTV charged me a non return fee for an item I had returned. I called and provided the return tracking number. They promised a refund. Since then I have talked or chatted five times with DTV and each time have been promised a refund. I have a written transcript promising the refund by a specific date. No refund has been made. A supervisor promised the refund would be posted today and that he would call me without fail to verify this. No refund no call. I have his name and employee number. I have been a DTV customer for 15 years. I am getting ready to switch providers. I hate dealing with dishonest and incompetent companies.
SAN ANTONIO, TEXAS -- When I signed up I was promised at monthly bill of 50 as well as the NFL package. The NFL package was only given to me for the first weekend of the season. I did receive about two months of 50 bills and after that it went up to 76. When I called they told me that the packages change and this was my new bill! I argued with them and then a couple weeks later a representative from DirecTV calls me to say that the bill will be lowered.
Next month my bill is still the same and I call them and they say that they cannot change the bill. I asked to cancel my service and then they throw the two year contract and you will have to pay the cancellation fee at you. STAY AWAY from this company!!!
SHREVEPORT, LOUISIANA -- I have been a DirecTV customer for over 10 years. I was having trouble with some channels not working from my DVR. DirecTV couldn't fix it over the phone so a service call was set up. 2 very nice me and show up. They determined it was my DVR.
There was a problem because they don't make my DVR anymore and they didn't have a replacement on their truck. We discussed that I didn't have HD service and maybe I wanted to upgrade. I asked how much more a month it would be. They didn't know so they made a call. They had the call on speaker. The representative said it would be $10.00 a month. I questioned that and they reassured me $10.00 a month.
My bill was $122.52. My first bill after the upgrade was $140.09. My next 2 bills were $137.16. It's not a huge difference and some of that is taxes. The actual overcharge is $3.00 a month. Not much until you consider I am now stuck in a 2 year contract and just got a notice they are going up $4.50 a month. They lied about the amount my bill would go up. They won't fix it and if I cancel they will charge me an outrageous cancellation fee. They can lie and overcharge their customers and hold us to a contract that they keep changing the terms on.
BIRMINGHAM, ALABAMA -- I have been a DIRECTV customer for 20 years and have been very happy until last week. It appears to me that AT&T acquired DirecTV and moved all the jobs offshore except for the service men. I was attempting to either return a broken receiver for a like kind or another type. The person I spoke with could speak English but did not understand the language. After waiting forever, I got through and spent over 45 minutes of frustration trying to determine the price of 2 simple options. I finally agreed to something just to get an opportunity to speak to a service man when he arrived.
The sales person was untrained and could only take orders and was constantly leaving, I assume to ask for help. After talking with 3 people including a supervisor that could not answer my question, I agreed to something. Supervisor would not process my order without recording that I accepted the terms of the order which I accepted under duress.
Once the service man arrived my life got better as he was very helpful. But he also has experienced great frustration. I am waiting for my statement to see what I will be charged. My experience was that I had been subjected to a lot of double talk and bait and switch scheme. AT&T needs to bring these jobs back to the USA and go back to the high quality service that built the company. As a CPA it appears to me that the acquisition cost of DirecTV was to eliminate jobs in USA. President Elect Trump needs to call this company out. We the customer will not tolerate this kind of treatment and will go elsewhere.
MPLS, MINNESOTA -- DirecTV has the worst customer service. I have been a paying customer for YEARS - and my husband called with a question on the Sunday ticket, which we have been paying for YEARS. While he was on HOLD FOREVER, he was channel surfing. He pressed the wrong button, and didn't even realize it. Pretty soon our bill shows up charging us $69.95 for a boxing match we never watched and never ordered. When I called to have it removed from my bill, they told us "TOO BAD, you pressed the wrong button and have to pay for it."
WTF- Is this the way you treat long term paying customers, by telling them too bad you made a mistake? Horrible customer service, horrible long wait times on the phone, horrible equipment that doesn't work when it is windy and/or rainy outside. What a bunch of crooks.
RACINE, WISCONSIN -- I was prompted to switch from cable which I had for over 30 yrs to AT&T & DirecTV. This has turned out to be a big mistake from a satisfaction standpoint. Even though I saved a few dollars, the system has proven to be cumbersome to use, and the reliability of the dish signal is poor at best. Anytime, there is bad weather you can expect interruptions in service, which in Wisconsin is a fairly regular affair.
The response from their technical support is comical at best. I'M A SEASONED CITIZEN with somewhat restricted mobility, but they tell me that I should consider climbing on my roof (2 story house) and brush the snow off my dish in a snowstorm, and in the rain I should check my connections. What a joke.
GRASS VALLEY, CALIFORNIA -- DirecTV sent a tech for an installation at my home and within 5 min. he told me that he couldn't do the installation because there was no line of sight. I asked him "how about putting the dish on the roof?" He said, "we do not climb on roofs." There were two dishes on the roof one being from DirecTV. I asked the tech. "how did that DirecTV dish get up there." The tech's answer was "I don't know, we don't climb on roofs".
I called DirecTV and explained what happened and they said "we apologize. We will make this right for you. We want to keep your business and we do not get you more upset etc." They promised to send a more experienced installer in 2 days, I said great!!! They said everything was documented and I was going to receive an email confirming the next appointment. I received the email and the installation was scheduled for 8 days later.
I called them back and spoke to 9 different people (including supervisors) in 5 different departments and they all passed the responsibility to somebody else and nothing got done. The sad part is there is only 2 choices in my area DirecTV and Dish TV. The reviews for Dish were so bad that I decided to try DirecTV.