Marabelle Wek

Direct TV, Deceptive Practices and Deplorable Service

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Direct TV is very good at making promises and horrible at keeping them or giving its customers any way to contact again the person who failed to implement an agreement made. It does this on purpose; there can be no other explanation. There is only an 800 number, which then gives you the usual prompt nightmare, which, if you have enough time, may get you an actual person, which person cannot help you, then if you have enough time, and request it, you will be transferred to a supervisor, which, if you're lucky, will try and satisfy you, which means nothing because what is promised never happens, which then means you have to start the process all over again which likely took you several hours in the first place, and then the scenario starts all over again. They say they record telephone conversations. Well, then, pull the recording up and see what was promised and then abide by it. If you refuse to send any emails or give anyone the option to send an email to verify anything, and give your customers absolutely no way to contact the same person who made the representations in the first place, refuse to pull up recordings, rely on cryptic, if any, notes which are then subject to interpretation because the person who made offers and assurances can't be contacted, then how can you call this Customer "Service." It is clearly and most certainly, at minimum, Customer "Disservice." At worst, Direct TV/AT&T is knowingly misleading its customers to its increased profits. Either way, it is completely unacceptable and the FCC should do something about it and/or a Class Action needs to be instituted. The company has been warned before by the FCC and they still conduct their business in an unscrupulous manner, at best. My last go round took maybe 6 hours out of two days time and the results, if any, are questionable and who knows who long they will last. It is what Direct TV/AT&T does and it does so on purpose!!! Sell, sell, sell. That is what they do and in anyway possible. Customer Service? Well, that's a joke.
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Cons:
  • Customer service and hated is the word
Reason of review:
See narrative. It's not just one thing!

Preferred solution: I want to be contacted by a person with discretion and authority and only want to speak to someone who actually has an email address and/or direct phone number where they can actually be reached.

Anonymous

Billing more than original agreement.

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DIRECTV - Billing more than original agreement.
DIRECTV - Billing more than original agreement. - Image 2
DIRECTV - Billing more than original agreement. - Image 3
Charging more than original move-in special agreed to in November 2016. Spoke with customer service multiple times (a lot of hours). In January after being transferred multiple times, I spoke with a Supervisor, who assured me that our bill would reflect our original agreement. Thankfully I had taken screen shots of the original service agreement with the billing information. Finally, he agreed that the information that I gave him was what we originally agreed upon. Last month and this month the bill (both differing amounts) do not reflect the lesser amount we agreed upon. I spoke today with Supervisor, Ally (#216067), who said that our package price had gone up (was supposed to last a year). I explained that I had taken snapshot pics of my service agreement. That they need to honor our original agreement. Line item(s) that I said are not being honored, she denied (see pics). She shined on my original agreement and said that it had changed. I asked her to let me speak with previous supervisor from January, which is not possible according to her. She basically said this is what I owe and that there's nothing more she could do. After asking to speak to her manager, she stated that she's the top of the line for customers. I did go back into my DirecTV account, and that original service agreement is now missing. This company needs to be held accountable. Very frustrating spending so much time on the phone to correct their errors.
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Cons:
  • Customer service is horrible
  • Charges
  • Did not honor their original service agreement
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Charlie Rcv

This is typical behavior with Direct TV, they agreed on a special package with me to give me movies and agreed on a price, she told me there would be an early termination fee if I removed the movie package. I told her that as long as the price stays at the amount she stated then I have no problem staying with them until my agreement ends in 8 months.

She told me that this price was locked in for 12 months, I said no problem then. I got that price for one month and then they bumped it up by just over $20. Nobody was prepared to honor the price they gave me and told me that if I remove the movie package they would bill me for early termination, at which point I told them to collect their equipment, I am done being lied to and cheated.

I returned the equipment and was then billed $430 for early termination and for none return of their equipment. I got no response from my letter to their corporate HQ, they are a terrible company to deal with, they lie to customers to get them on higher paying packages and then bump the prices up and charge the customer if they terminate the contract, a verbal contract is just as law abiding as a written one when there is a meeting of the minds, we both understood what the offer was and what the price was and it was locked in for 12 months, not one month, do not sign up with Direct TV, you will be sorry if you do.

Anonymous

DirecTV was supposed to fix the receiver box did not.

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When they didn't fix the box after over a week I cancelled the no service. It was at the end of the contract, which I signed no contract with them anyway.
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Reason of review:
Poor customer service
Anonymous

Directv thiefs

We had directv on acct# 5256****. We called customer service because our offer was ending so we called before it ended. Customer service said that our prices our going up so we decided to cancel our service and return all of the equipment thru ups in which we did. Once we sent the equipment we called customer service to make sure everything was ok on our cancellation we did before. Then they told us that we renewed contract...Whatttt? No we didn't I said we returned everthing. They didn't listen or cared. Or notified us before. And sent us to collection and Charged us over 500.00 dollars. We told them the whole thing but didn't care or helped us. Total disrespectful. They just say pay....or collection. Please C. affairs help us.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Customer for over 20 years. Enter in ATT.

They don't care for customer loyaty. They lie and don't really care if you supported them for all these years. Give customers a deal year one and the double the rate in year two so it's not a deal. They used to care about long time customers but now they could care less. I was one of this loyal. Customers and helped many people sign up. Loyalty Dept Joke.. told me my co tract ends the 9th call us the10th and we may have a special offer but the first month is full price. Your offer good for first year and then doubles. Very shady opertion and we have to stop ATT from any more aqusitions. More options out there now and it's a change but this company will gouge the public..Very sad Len Morrissey
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Reason of review:
Poor customer service
Anonymous

Property Damaged by Direct TV installer

I am a landlord with a lease that strictly prohibits alterations by the Tenant. When the last tenant move out I discovered an installer from Direct TV mounted their antenna through the roof shingles and since it was near the bottom of the roof, through the ice shield.

This voided my roof warranty and requires several hundred dollars in repairs. Attempts to call Direct TV service result in being disconnected every time I advise the rep the installation was without my permission and my roof was damaged.

Direct TV has no business mounting antenna to roof tops and especially not to tenant occupied properties. DO NOT LET THEM DO THIS TO YOUR PROPERTY!

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Loss:
$700
Cons:
  • Getting disconnected by customer support
Reason of review:
Damage to Property caused by installer

Preferred solution: Full refund

1 comment
Guest

You're not being disconnected, they are blatantly hanging up!

Lennard Wra

Unhappy customer

I called direct tv sunday ,first person had so many kids running around I could not hear the person.So I ask could I get help my boxes were going in and out. The agent said we were eligible for a free upgrade. But when we set it up for upgrade she charged me 33.00 . I told her to cancel it didn't want to add any extra charge to my account. So she hooked me up with tech dept to help me when I ask for upgrade he said I wasn't eligible for free upgrade since I cancelled the 33.00 dollar upgrade ,so I couldn't understand the person I was talking to and ask for someone who speak good English I was told they were in Mexico they didn't have anyone who spoke english. ( whatever happened to keeping jobs home in america) . Today is Monday I figured out how to fix my own DIRECT TV boxes and cancelled service call to fix them. The technical dept never trouble shoot boxes over phone ....Thinking very seriously after 10 years with direct changing to another service provider.
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Reason of review:
Problems with payment
Anonymous
map-marker Bloomington, Indiana

Loss of channels

I lost channel 13, previously 59 was dropped. I miss Wheel of fortune, Jeopardy, Meet the Press and who knows what else. I still pay the same price, maybe higher. I'm switching to Comcast as soon as this contract is finished.
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Reason of review:
Bad quality
Anonymous

I got scammed

When they called me they had all my information and could verify my address right down to the ZIP Code We were fairly new with DirecTV and had heard that DirecTV would bend over backwards to give you the farm on becoming a new customer. When they walk me through the promotion I found it to be a little odd that you would have to leave the house and go buy an Amazon gift card, then give them the gift card 16 digit number, plus the code that you have to scratch on the back. But the way they explained it is that Amazon pre-paid the first four months.... that it was driving revenue and awareness of the Amazon product value. That third-party promotions with Procter & Gamble and many others is a very popular way of companies driving revenue. I have to tell you they are exceptionally convincing. Very professional over the phone. No hesitation. We lost $320. Never thought I would fall for something. But this scam has a lot of money behind it and a lot of highly trained people. By the way, when I call the 800-number back after I realize that we were not getting premier channel lineup, my number stayed on hold with DirecTV music. In other words, once you fall for the scam, they load your phone number into the ACD equipment and it puts you on hold until you just have to hang up. After everything I've read and feeling horrible about what happened us, I am flabbergasted that an attorney general in some state isn't bringing the boom down on this. Even Amazon, should have a SWAT team all over this. Our world is a different place these days. Nobody wants to work for an honest living. Blows my mind.
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Reason of review:
Poor customer service
Nicklas Rpg

Direct t,v.

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A worker came to my house 4 months ago . I needed 3rd extra receiver box , he brought it and thought he needed to replace all cables. I was charged forr that visitNow the receiver was used and bad. Had try ed to reset, didn't help . No bad weather . But they want to charge for another worker to come out to replace bad receiver he brought. I'm writing cause I'm kept on phone to long then transfered and have to explain again . Bills are high enough and I shouldn't have to pay again for bad service and receivers . I'm on ssi, ...unfair and non working t.v for at least a week, now not working at all... fix it, u bunch of crooks
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Cons:
  • Poor sales tactics all lies
  • Problems with reception of certain channels
  • Price quoted by cs rep versus price system showed
Reason of review:
Damaged or defective
Anonymous

Hate directv

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Since we have att for cell and home phones we decided to switch to directtv. We chose the 230 channel package. Of the 230 channels there are only about 30 channels that has anything to watch. The channels freezes up worst than trying to watch tv over slow internet. I can't wait until my two year contract is up so I can get rid if the *** poor company. 90 % of all shows are about 30 years old and was no good to start with. Most of the channels are sports, church programs, and channels trying to sell useless products. I HATE directv. Have nothing else to say.
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Pros:
  • Remote
Cons:
  • Just about every thing
Reason of review:
Bad quality
Anonymous

BAD CUSTOMER SERVICE

I called to remove my deceased husband's name and our address from our snail mail address. The person with whom I spoke took the information, but then sent me BACK to an ineffective, unhelpful automated phone line which did not have an option to opt out of their mailings. I KNOW my husband did not apply for their information, because his name is misspelled, thanks to a phone directory from long ago, which has his name wrong. They will NOT stop sending me mail after THREE years. I am SO fed up with them. I have reported them so often--and yet they will not remove my sweet husband's name. SO disrespectful to send mail with his name misspelled....so disrespectful to keep sending mail and not respond to the requests of a widow to remove his name.
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Loss:
$4000
Reason of review:
Poor customer service
Yuvan Ltw

Directv - Bundle Review

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What a joke Directv! I ended my contract early with this company. Due to the incompetence of the customer service reps. The account specialists that are very nasty people, and there lying and deceiving ways they run a business. As a consumerwe should have rights but with this company once you sign a contract with them they think you owe them something. To get out of a contract with this company they can do everything wrong but you still end up paying a early termination fee. I guess you have to be dead to actual not pay this fee. After a year of having Directv and after arguing about bundle deal which to me means put together they think bundle means taking $10.00off your bill a month means bundle. Internet and tv should of been a bundle deal put together 1 bill never got no were with both companies on this matter I call it false advertising. So after a year and paying for t.v. $53.00 a month I get a bill in Feb. 2017 for $126.00 just for t.v. I call and I ask why of course all the promotion deals have ended and I was getting HBO free for three months because of a tax on my bill they could not explain so they gave me HBO free for 3 months. So I say take HBO off lower my package to the lowest one and there was another charge on my bill a sports fee of $4.95. So I ask what is a sports fee I was told that the government is charging that fee I ask for what she stated for watching sports. I don't watch sports. I ask for that to be taken off she stated since I was lowering my package it would not be on there due to no sports channels offered in the lowest package. Ask what will my bill be a month now she stated around the same $53.00 a month I said fine. So 2 days go by and nothing has changed on my t.v. or bill so I call again ask why nothing had been done. He stated to make a long story short no nothing had been done. So I ask again to lower my package deal take hbo off and the sports fee. He stated I cannot take the sports fee off I ask why and why are we being charge a sports fee he stated the fcc or something like that is doing it once again I said I do not watch sports channels. But it was in the first package ordered something with football but never watched it and it was added into the package for free. The charge was also at the top of the bill were Directv charges are not at the bottom were all the fees and taxes are. So I asked what my bill would be a month he stated around $83.00 a month. I said forget it I am looking into other options. I called another company and ended service with Directv. So then comes the third phone call to end my service. I got an account specialist wow! After the fact he took everything off but this sports fee dropped my package down and the bill was $43.00. and of course then comes the early termination fee $233.00 I refuse to pay. First it took me 3 phone calls to and only because I was disconnecting my service did they do anything. So I am disputing the $233.00 with them last billl now on recorded had a total of $189.00 and then it jumps to $233.00 does not even add up I call to ask about it and I get a big run around with the account specialist. I even had a president of the company call right same number as you call for customer service. I finally said Directv can do everything wrong and get away with it but being a consumer who has always paid my bill gets punished for being disatisfied with the service. Makes no sense to me but reading all the complaints against this company they really need to be investigated and the customer reps need to go back to school to learn to talk to consumers. Very pissed and disgusted consumer!
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Reason of review:
Pricing issue
Anonymous
map-marker Concord, California

Directv Service has gotten horrible (from a 20 year plus customer)

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I have had Directv for over 20 years. Until they were merged with Att they had probably the best customer support around. At most I would call Directv one a year for an issue or problem and 95% of the time it was handled correctly. This year I have to date 3 issues. One over billing One tech (resolved because of the tech flexibility on helping me not because of Directv. Plus the tech is a independent contractor. And today. Because of high winds, my dish needs to be realingned. A one hour job at most. Plus I have been paying an additional service contract fee to them for over 10 years (every month). I called them and there answer was the first available was 1 week out. In the 20 years I have never had to wait even close to a week. When I asked to speak to the head guy, the tech manager said she can not give out his name. And that he wont talk to you because he is a "Busy" guy. Maybe I am old fashion in my beliefs, but if a customer on mine ever has a problem and they want to speak to me directly, I will take the call. As of now, I can not recommend anyone to go with Directv. I am also going to share this with Nextdoor .com, Yelp and anyother consumer hotline. They had their chance to do right but I guess they are "too busy" PS: Lets all thank the FCC for allowing this merger of Directv and ATT.
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Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Free $100. gift card was never sent .

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I was told by the sales man ,,, I would get a $100. gift card as part of a sales pitch . I call when I didn't receive it in the mail . I was put on hold for 20 minutes and hung up . I call back a week later and explained everything that had happen from the beginning . I was put on hold again and I hung up after 10 minutes on hold . I have call a total of 4 times , if you ask for a supervisor .... you will be put on hold for ever . The sales people will tell you anything to get you to sign up . Every time there is a little bad weather I lose the signal and don't have tv for 5 to 25 minutes .
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Loss:
$500
Cons:
  • Sorry customer service
Reason of review:
Poor customer service
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