I've been with DirecTV since 2009 & generally have no had complaints with my service. I even had an upgraded sports package & the NFL Sunday Ticket.
When I bought my house in 2015, I was going to switch to a cheaper service since my bill had gotten a bit pricey. A nice gentleman in customer retention dropped my bill incredibly low & I cancelled the installation of my new service. I was very happy at the service they provided to keep me as a customer. He told me to call in & ask for that department any time I had an issue with my bill & they would take care of it.
In April, I had a garage fire. They kept telling me it would only be a month or so until I was home, so I held off cancelling my service. Around this time, AT&T took over. After about 4 months, I finally called & they suspended my account - at least they were supposed to.
I got a past due bill for over $400 a couple months later. I called in & they waived it after I explained what happened, although I found out later that they didn't waive all of it. When I finally was back in my home at the end of October, I called to have my service reinstalled. They sent a couple of complete hacks out that were there over 5 hours & didn't even complete the job.
I had to call back & they couldn't get someone out until a week later. He told us the last people installed everything all wrong. Then we found out that our Sunday Ticket wasn't working (we had already made 2 payments on it at the time our account was suspended & now the season was half over). After another call, they got it turned back on.
They put the charge as 50% on the bill since the season is half over, not caring we already paid for part of the season. Now my bill is also getting high & our service keeps going out. I call to try to get the bill down again because it's about $200 a month now. The best they can do is $5 off a month.
I tell them that it's *** & I'll be calling in to cancel. I kept putting it off until last Sunday when we lost signal while watching football - but only when it stopped snowing. I ask them what my cancellation charges will be & they tell me $200. I call xfinity & find out I'll be getting cable, internet, & a home security system for about $10 more than I was paying directv for cable alone & they also agree to give me a $200 gift card for my cancellation fee.
Service was installed Thursday & we've been very happy with it. I finally get around to calling directv to cancel today (exactly a week since my last call). I'm now told that my new equipment meant a new contract & it will be $450 to cancel. I'm VERY upset & ask how that can be when a week ago I was told $200.
The guy starts telling me about the calculator & how it's never wrong. I try asking him how that can be when I was obviously wrong 50% of the time for me, but he keeps talking over me, which really *** me off because I pay them a LOT of money. So I got nasty with the guy & he told me to have a nice day & hung up on me!!! I called back & got someone else & was again told the same thing.
I told them I wanted to talk to someone else (10-14 days til I get a call back on that). I just want to pay what I was told!
I've already paid way more than I should have & spent countless hours of my time dealing with them on the phone, although they don't care about my time. I'm beyond disgusted with this company - they used to be a good company that cared about they're customers.
Product or Service Mentioned: Directv Tv Service.
Reason of review: Pricing issue.