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Directv - Called a "fool" and mislead

My name is Taher Ali. I have been a customer with DirecTV for years, between my family, friends, jobs, and myself personally. I would like to express how my feelings towards DirecTV went from extremely satisfied to completely and utterly disgust with the experiences I had gone through today. First off, I will give a little background of the situation. I am a loyal, honest, and most importantly respectful person. I placed an order on 8/7 to activate DirecTV in my house. I recently moved back and my main priority was football, DirecTV etc. So much so that at my previous location, I was very sad to know your services weren’t available, however I understood. As I’m beyond excited to reward myself with a new DirecTV package for the following reasons: I fasted the entire month of Ramadan and today was my holiday to celebrate; my August birthday, and of course my passion for football, everything goes wrong. I was told by an associate I am eligible for a new customer package (NFL, choice, HD, rebates etc). I then reminded the associate I was a former customer, and she stated happily, “it’s been ‘x’ long since you’ve been with us therefore you are eligible.” I was elated! We carried on with social security number, etc (which by the way was not asked of me my first ever time with DirecTV) I then paid a $219 fee to get hooked up the following day. That night I called to confirm the installation and the associate explained I was not receiving HD, but only standard. I then explained the sales rep told me I would have HD. A supervisor Miguel had told me he would “report” the employee for misleading me. (Not my problem, but NO BIG DEAL) I then told Miguel I still had my equipment which I OWN from my previous account, which included HD boxes. He then stated “Just tell the installer, you should be fine-he will just need an activity number to hook them up. I will make a note of it for the installer” I thought I was in the clear and all fine and well. The installer came, had NO record of the note that Miguel apparently left, however said he’d make a phone call to see what he can do. This is where all goes wrong. When I was asked to be put on the phone, they asked about my old account, and after review said it was not eligible for new customer promotions, but can still be reconnected. I then stated I was promised by several employees I am eligible, in which of course once again I heard “Sorry, sir, you were mislead by our employees” for the SECOND time now. They then said, I had to cancel the original order, and reactive my old account if I had any shot at getting the promotions. ON DIRECTVs behalf, I was told to cancel, which I did, while having TWO phones with DirecTV associated on them talking to each other because I refused to be transferred again. (at this point, the 4th transfer) The order was cancelled, and they said there was nothing they could do still. So I figured to at least stick with standard on the new account and just upgrade later in time. I was then told I would not be able to now because I am a previous customer. (Which mind you, 20 minutes prior I was eligible with standard boxes because I never mention old equipment) Approximately two hours later, and roughly 6 transfers later (explaining the story every time over again because “notes” cannot be seen by certain employees (apparently), I received hope when an associate told me they would be able to help. Though I knew there was no shot, he insisted to reconnect my account in the reconnect department and go from there. This was now my 4th time speaking to reconnection department ALONE, in a back and forth to sales and customer care possessing another 2 hours of my time. Of course, this lead to nothing. Now I simply asked to start over, explaining I would give social security all over again, etc. They told me that would be no problem, especially because the technician was still at my house (Yes, this entire time, the gentleman was ALSO calling trying to help me) and that they would ignore my old account due to lack of ssn on previous account. I then told them I cannot pay the fee again however, and that I can either get billed, or pay it the immediate moment I am reimbursed from the order cancellation that DIRECTV associates TOLD ME to cancel. I was told by many employees that they would have to intercept that reimbursement so they can transfer the payment to a new order. Sounds simple, but of course “it’s not possible” Here is where the last hour of my DirecTV experience went. I explained to the supervisor on site that I paid a very large check for a holiday dinner (which at this point I was TWO HOURS LATE to arrive) I explained I cannot put activity on my account again in risk of that dinner being jeopardized because it is a very sacred holiday. (Hence, why I paid DIRECTV FIRST so I can image my budget to cover dinner) After begging, crying, pleading, etc- a very nice lady assisted me and said that I shouldn’t have to pay and she will take care of it. She says she will connect me (again-now approx. 12-15 transfers) to her finest sales associate to get it done. I get transferred and get DISCONNECTED! I call back the number I was given beforehand, immediately ask for a supervisor and am told I cannot without explaining the story again for the now approx. 15th time in 5 hours. I then get my LAST DirecTV associate who of course tells me she cannot do anything but “feels” bad for me and “is truly sorry that I was mislead so many times”. I am no expert, but it is not MY problem that the people in which the company hired mislead me, why am I suffering for it? I gave them plenty of options to resolve the issue and expressed my full passion to be as helpful as possible, short of paying again. I have been a customer for years, and explained I have recommended SEVEN accounts to you, THREE of which are restaurants/bars in NJ making a total of 45 receivers! I have always enjoyed calling DIRECTV as the associates (prior to actually activating) are friendly, caring, thoughtful, etc. I am a military man, and an honest one at that. I know I could’ve easily put the account in a friend’s name and received new offers, or lied and said a “landlord” wouldn’t allow a dish, and I would just pay for NFL ticket through internet streaming. However, I am not like the artists that constantly get what they want from DirecTV; I am honest, and out of the kindness of my HEART cannot see myself intentionally misguiding a company. But of course, not every company cares if you are honest. Instead of rewarding a mislead, loyal , referring customer with NFL for free (which by the way he never received in his ORIGINAL account from the past because of “the month I ordered DirecTV) they reward (every single day!) the liars, and scam artists that simply transfer an account to a new person’s name the next year to get it back. Had I just not opened my mouth about my previous account (because it was untraceable being that they never had my social prior to yesterday), this would’ve gone smooth and I wouldn’t be the fool who fell for corporate corruption. I apologize for being a humble person. After joking about this with an employee EARLY in the mayhem, I was told I was being a “fool”. (Glad an associate felt the need to call me a fool-the same associate that later recommended to put it in my partner’s name to get around it!) Of course, I repelled and didn’t make a deal of it. In the end, after 5 ½ hours of being “mislead” on many accounts, disrespected, and of course without cable, I plead one last time to see if there was anything that was possible; a sweet lady came on and expressed how “truly sorry and heartfelt” she was but could not do anything. In conclusion, I hope DIRECTV realizes I will being doing everything in my power, through media/articles, social media, and most importantly my firm to expose the reality of DirecTV, a once very respected and polite company on my behalf. Though I will be without football, I am happy to say I can expose a company that punished an honest man on the honor code, who decided not to beat around the bush with them. I also can only hope that with expression of how to indeed beat around DirecTV’s customer policies (many of which were broken by employees in case as it is) your company can stop liars/artists from joining. I hope that this can be resolved, and that maybe one day I will reconsider DirecTV, however after many surveys and supervisors “feeling bad” no one has reached out to me, leaving me with no choice. I plan to expose this story to those restaurants/bars, and most importantly my family on what DirecTV really thinks about their customers. A holiday, a birthday, and a very important dinner were ruined, and I thank you for that and your time if this was even read thoroughly.
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Review
#437720 Review #437720 is a subjective opinion of poster.
Loss
$219
My name is Taher Ali. I have been a customer with DirecTV for years, between my family, friends, jobs, and myself personally. I would like to express how my feelings towards DirecTV went from extremely satisfied to completely and utterly disgust with the experiences I...
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2 comments
Anonymous
#696539

hahahahahaha

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Review
#437718 Review #437718 is a subjective opinion of poster.
Loss
$219

Directv in Nashville, Tennessee - Fees Stolen from my Checking Acct

When I lost my job, I called DirecTV customer service to reduce service to minimum. I was billed $120 for two more months. I asked to discontinue service, and my checking account was debited an additional $360 dollars plus two months after service was cut off. When called they would turn service back on if I would pay for another box and Shipping, another $88.00, then they would refund $360. Not the way I would treat my customers. When I explained that they had put my checking account in overdraft, the customer service rep suggested I borrow money from someone else to pay them.
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Review
#437613 Review #437613 is a subjective opinion of poster.
Loss
$580
I unknowingly called their movers number listed on their website and ended up being hassled and harassed for about 45 minutes from ADT trying to sell me home security. I explained i wasnt interested numerous times and instead of being transferred back to DIRECT TV I...
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2 comments
Anonymous
#815545

I just did the same thing. The first guy hung up on me after telling me about ADT.

Stupidly thinking we got disconnected, I called back! The second individual was 10 times worse.

I complained to ADT and Directv next.

Why would they associate with such rude, disgusting people who request your personal information knowing they are not the people you meant to call. I feel sick.

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Review
#437184 Review #437184 is a subjective opinion of poster.

Directv in Russellville, Arkansas - Don't belive I owe this money

I moved and paid my frist or second bill and then they said they had trouble on there end and didn't received it and shut my service off. call them and they said I owe $400 more for adult movie I order 2 years ago in 2011 and this is 2013. try to call them we are christens and that would never happen any way but now they say if I don't pay $400 that they are shutting us off, call and all I wanted even I don't feel I owe it is to make payment arrangement but no arrangement just the $400 by the 14. I am disabled and Tv is a big part of my day as it is over 100 degrees here
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1 comment
Anonymous
#698016

$400 in adult movies, sounds like it was hotter in your house

Review
#437120 Review #437120 is a subjective opinion of poster.
Loss
$400

Directv in Bastrop, Texas - Direct tv billing and install.

i went thru a new internet provider for internet as we are limited to providers. Wild Blue, viasat, exceed. All the same company. Rep said i could save $ if i would change from Dish to Direct. My entire package was $76.00 per month and if i bundled my internet and direct t.v., i would receive an additional 10.00 off each bill. The internet company said they would bill me for my services and asked for my credit card to secure my install reservation. I was never told that the Genie would be an extra $25.00 per month and the insurance 24.99 per month. That's an extra $49.99 added to my bill. Also installation took 2 months to finish up. Never grounded my sat. dish, reciever kept coming on at 2-3 am and told it was our equiptment not theirs. Then I was charged for adult movies from some other access card. Direct T V took it off my bill but now we recieve bills for $200-300 for monthly service and no due date, just states "due Imediatly" when i called they said i need to pay my bill in full before they would give any credit. so i paid my bill in full only to be informed i would have to contact the fraud department via internet and file a complaint. My bill was $65.00 per the rep. Guess what, new bill arrived $226.37 When i called Direct t.v. they informed me that my credit card was declined. I asked direct t.v. how they got my credit card info? I was told that the Internet company that i originally signed up with, Wild Blue, provided my credit card info to them without my permission. How's that for service.
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3 comments
Anonymous
#813250

when i contacted direct tv about the unauthorized charge of 24.99 per month and for several months i had to pay or else they would cut off service. oh yeah, did i mention i did not receive a bill in the mail for 6+ months so i could review what i was charge for?

if course direct tv said they couldn't refund the overage!!!!!!! our service is still bad. and yes the internet company did give me credit card info to direct and also never bundled our accouts never received the discount on either side of the bill. exceed, via-sat, wildblue, charged me 10.00 more a month.

false adv. now i was just called and said they were adding additional channels to my account for 3 free months and them a charge of 4.99 per month after that. i sad no thank-you, do not add anything to my account leave it as i have it now. GUESS WHAT I FOUND ON MY DIRECT T V WHEN I GOT HOME?

ADDED CHANNELS THAT I SPECIFICALLY SAI

D NO TO.

THESE PEOPLE DO NOT LISTEN. AND FURTHER MORE THEY DON'T CARE EITHER!!!!!!!!!!!!!!!!!!

Anonymous
#813165

IT HAS SADLY BEEN MY EXPERIENCE THAT MANY PEOPLE FROM DIRECT TV CUSTOMER SERVICE TELL YOU ONE THING AND IT DOES NOT HAPPEN

Anonymous
#714637

Sounds like something strange is definitely going on here. Now the insurance for 24.99 isn't necessary, unless you really want it. Basically the 24.99 plan covers basically everything, tvs, cellphones, computers, and your directv equipment all with accident coverage. I always recommend the 7.99 plan, since that covers just directv equipment with accident coverage.

When it comes to the bill, that unfortunately would have to be discussed with the billing department over the phone. I don't want to jump to conclusions and have it be something wacky.

As for the debit card, that is the one I find most odd. Unless wildblue was to set up the account without you present, I can't see how they would put the card information into our systems.

Hopefully you get this all worked out.

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Review
#437068 Review #437068 is a subjective opinion of poster.
Loss
$1000
I wasn't informed that I got free movie channels and then had to cancel them, so direct TV has been billing my account for double the amount I signed up for. In early July I called and had this canceled, and had them credit my account. This month I am billed again...
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1 comment
Anonymous
#695549

Keep in mind your 2 yr contract when cancelling their service there are early cancellation fees of $20 per month for every month left on your contract. and when returning their equipment get a tracking # so you can prove they got it otherwise they may try and charge for this also.

Review
#437059 Review #437059 is a subjective opinion of poster.
Loss
$50
Tags
  • Direct TV customer service

Directv in Miami Beach, Florida - Also pissed

I had a house fire on Jan. 21, 2012. A few days later I called Direct Tv to suspend service (my contract had expired since we had service for many years). Six months later I received a bill for "monthly service"(I got one more bill, and phone calls about my service being cut for non payment); I called to explain to Direct TV that I should not get a bill since my house was uninhabitable, had no electric service and no occupancy from the city. It took 18 month for us to get back home. But Direct TV billed my credit card for those months august 2013. Where they got my credit card number is a mistery since we paid the bill by check. I am now disputing the charge with my credit card company.
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2 comments
Anonymous
#696088

when you sign up for directv, your credit card is kept on file to link the account to you, and it also incurs early cancellation, final bill and/or equipment non return fees, should you cancel the service before fulfilling the agreement.

Anonymous
#695557

Did you give them the credit card# when you first signed up? or at any time paid their bill using your credit card.. Also Be aware that your credit card must do the dispute and return your money to your account but they can also add this charge back on later if the dispute is found in DirectTV's favor which is sometimes the case.

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Review
#437047 Review #437047 is a subjective opinion of poster.

Directv in Albuquerque, New Mexico - The "Genie" does not work!

Since we upgraded to their famous "Genie' what a mess! My TV freezes, and you can't view the recorded shows either! They start and then just quit after ten or eleven minutes.Don't be a dummy and sign a contract like I did for two years! I will be without service for THREE days, while I am waiting for them to come to my home and fix it!How is that for GREAT service.If I cancel this mess,I have to pay 400.00 to get out of this sloppy service! No one cares either. If I hear one more I'm sorry,they sound like broken records from the Stepford wives.Why can't the service people be sincere and empathetic. They say their canned phrases, and really lack true desire to solve the problem. They need to hire some more service people in the field to service this new mess they have invented.I miss my cable. None of these headaches.
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Review
#436867 Review #436867 is a subjective opinion of poster.

Directv in Oxford, Georgia - Highly upset

First off, Let me tell you a little about myself. I am a widow. No HELP from anyone. I had a car accident a month ago and have not been able to work since. Well, I barely have the money to pay my bills. I had to shut off my directv service. The 2 yr. contract had ended with them 7 months ago. Well, I go to the bank to get what little money I had in the account to pay my rent and BAM! they tell me I'm overdrawn -$126. I said How is this possible? They said that DirecTv made a $546.14 debit card withdrawal out of my account. I call them, they said that's what I owe for the last bill and equipment fees. I DID NOT authorize this. They said Oh but you signed a contract that says they can do that. I say the contract ended 7 months ago. They said it didn't matter they can still do that to my account. How is this legal and binding when I technically do NOT have a binding contract with them anymore? Why don't all of us affected this way file a class action lawsuit against them to teach them that they cannot steal money when they so chose? Needless to say, I had to pawn several things, including my dead husband's wedding rings he gave me, to pay the rent. God only knows if I will ever be able to pay the pawn to get the rings back. I'm am so sad over the whole experience. Anyone interested in starting a lawsuit or a revolt, email me at angben612@gmail.com. Thanks.
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4 comments
Anonymous
#695564

Sorry to hear about what has happened to you. Ask your bank if you can file a dispute on the charges against DirectTV.

If your bank does this and the money is returned to your account you will need to change the # of your account to prevent recharging from DTV. When returning their equipment get a tracking # from FedEx or whoever you send it back by to prove they get the equipment and they will have to return the money for the non-returned equipment fees that they are charging you for.

DirectTV does not work within the law they make up their own rules as they go along and there have been numerous class action law suits filed against them by Attorney Generals of several states and DTV usually pays a fine(a slap on the wrist for them) and are back to their old tricks the very next day. I hope this helps and it works for you.

Anonymous
#695772
@Anonymous

Thank you anonymous for your helpful info. My bank is not taking me too seriously over this.

They act like it's just business and that's the way it all works.

Nobody considers it their problem till it happens to them. Thank you again.

Anonymous
#718687
@Highly upset

Hey...I called my bank; they CANCELED the debit card that we used and told me they have HUNDREDS of issues with DTV!!! I use Sun Trust Bank; they are there for their customers...unlike DTV.

I go on CRAIGSLIST EVERY DAY and post beware of DTV and their erroneous charge practices and how shoddy the customer service is!!! They flat out TOLD me they were going to "just take the money "owed" from our bank account...Uh, do they know what THEFT is ??? I will go in on a Class Action Suit...

BAIT and SWITCH... then they CHARGE you!!!

Anonymous
#718716
@Teddy

Hey Teddy. I have also HAD to cancel out my debit card for fear that they would do this again.

I'm glad to see you fighting back. Their actions are nothing more than pure GREED. We should all band together.

Please keep in touch. Maybe we can all put legal actions against them.

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Review
#436709 Review #436709 is a subjective opinion of poster.
Loss
$546