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Apparently customer loyalty means nothing to DirecTV. We have been customers for almost 20 years and, to my recollection, have never been late on a single bill.

A week ago we lost communication with the dish in a storm and I placed a service call after going through all of the troubleshooting protocols. What has transpired in dealing with DirecTV over the last week is too complicated and bizarre to write here but let's just say that they've given me the run around and frustrated me so badly during almost 3 hours of trying to communicate with customer service via chat, messenger, and phone that I reluctantly cancelled my service. When I cancelled, I still didn't have service and it was going to be two more days until someone would be here. I have spoken to numerous agents, often explaining the situation to them at length only to find that they can't help me and was transferred to someone else who was really no help either.

I did speak to 2 helpful agents but their hands were tied due to a technicians failure to close a work order he didn't complete. DirecTV went back on not one, but two upgrade offers in the process. The last straw was when I called to cancel the agent made me a great, no risk upgrade that I accepted only to find out she was not authorized to make it, she didn't note the offer, and DirecTV will not honor it or afford me the opportunity to speak with her and her supervisor to verify the offer. I think the agent made the bogus offer just so she could get me off the line so she wouldn't have to put a failed attempt at keeping a customer from cancelling service off of her file.

We don't have any other TV choices where I live so I didn't really want to cancel but I can't deal with such abysmal customer service and deceit. I'm not happy that I'll be looking at streaming services for entertainment and installing a HD antenna for local channels. Now I'm expected to box up and ship back to them their outdated equipment (our last equipment upgrade was 8 years ago) which they will most likely just trash.

Thanks for nothing, DirecTV. Unless you have a high tolerance for being given the run around, being on the phone for HOURS repeating yourself, and stress don't use DirecTV.

Reason of review: Poor customer service.

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