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I find it very hard to believe in this day and age of modern technology where we can get TV signals out of the sky, instantaneous communication via email and text, bills and account statements available with a couple of key strokes, and the ability to pay things online, that DirecTV is using a paper PDF form that has to be filled out, printed, put in an old fashioned envelope, postage placed on the envelope then dropped in a mail box for the U.S. Postal Service to take their sweet time in sending it across the country.
Point of contention number one, get with the times.
Update/overhaul your customer service system.
Point of contention number two involves another customer service issue. This one for your inability to correct a problem that pushed me into discontinuing my service with you. I had been a DirecTV customer since 2003. We had begun to experience service issues in late 2018.
We contacted customer service. That had us jump through the usual hoops to troubleshoot the issue. Nothing helped. One of your technicians had to be sent out.
I call him one of your technicians as most likely he was a contractor just doing work for you.
This individual on one trip would replace something in the basement where the cable came from the dish. It worked for a bit and stopped again. The DVR box was then replaced. After that splitters, boosters, amplifiers, or whatever else was on the system.
The wiring and stuff behind the TV was a god awful mess. I am not sure if anything on the dish itself was ever changed. After each repair, the service only worked a few days at best.
Your tech then deducts that there is an issue with the wiring/coax, and it needs to be replaced. That was something we would have to pay for.
I checked/tested the coax myself. There was nothing wrong with it. Your tech was persistent. After not being able to watch TV for several weeks, I canceled service and went with your competitor, Dish Network.
Oddly, they used the same coax that was there, and it has worked correctly ever since.
I think the we need to replace your coax, was a ploy to dupe an unsuspecting customer out of more money. So, after dropping your service you send me a bill for services that I was not able to use. Why should anyone pay for a service that they cannot use? You wanted $170.56.
Ridiculous. I told your rep when I got the bill in 2019 that I was not going to pay for nonperformance/nonservice.
I now find that you stuck it with a collection agency. I disputed the charge with the credit bureau. Apparently, you still contend that I owe you $170.52.
Sending a customer that had been with you for 16 years to collection and reporting it to the credit bureau is simply another case of big business pushing the consumer around.
I called one of your account representatives the morning of February 11, 2021. I need to talk to the collections agency they tell me. Collections tells me that only DirecTV can drop the fee. Its an endless loop and the consumer is caught in the middle.
In trying to find a modern way, other than another useless phone call to your non helpful customer service personnel, I found a website called https://directv.pissedconsumer.com/customer-service.html.
There is actually a website for DirecTV pissed consumers. You must be so proud. That webpage notes consumers have 2.2 million dollars in clamed losses with 13.4 thousand reviews, most are not flattering, and something that any reputable company should be concerned with.
I have included some of the information here for your consideration.
DirecTV OverviewDirecTV was first mentioned on PissedConsumer on Oct 09, 2007 and since then this brand received 13402 reviewsDirecTV ranks 263 of 1439 in Telecommunications category. The overall rating of the company is 1.7 and consumers are mostly dissatisfied.Recent recommendations regarding this business are as follows: "Buyer Beware", "TERRIBLE, USE ANOTHER SERVICE!", "Use Dish or internet TV.
Do not use Direct TV".Reviewers write the most about DirecTV Tv Service and give it 1.7 stars out of 5.Most commonly, consumers tend to contact DirecTV to ask questions about: Payments and Charges, Staff, Product/ Service.The price level of this organization is high according to consumer reviews.
I also find it oddly suspicious that when speaking with your customer service rep, she cannot find the service calls or service tech comments. The only thing she sees is I stopped service and owe you $170.56. Are the service calls not there due to some algorithm that tracks customer service complaints and complaints are tweaked or simply removed in order to keep shareholders and the bean counters happy, and give the illusion of good customer service?
Putting a collection agency to work or reporting to a credit bureau is nothing more than extortion. Absolutely sad and pathetic that consumers must endure this nonsense.
I paid the $170.56 plus $5.00 service fee to get it removed from my credit report as a collections account. Your DirecTV-Notice of Dispute form asks me to describe the relief I would like from DirecTV. I want my $175.56 back.
As I stated, I should not have to nor be expected to pay for nonperformance or non-service.
I would think that any prudent person, judge, or jury would agree with the nonperformance of a contract and consumer extortion. Perhaps with 13.4 thousand complaints, a good old fashioned class action law suit is in order.
Looking forward to having my $175.56 refunded ASAP.
User's recommendation: Stay away from these idiots.
Product or Service Mentioned: Directv Account.
Monetary Loss: $176.
Preferred solution: Full refund.
Location: Leesburg, Virginia