ComplaintsforDirecTV, Inc.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have **** for my Internet and Direct tv for my cable. They both are connected to my **** Account. I have a Platinum package which includes ******* and it keeps saying I'm not a subscriber when I go to login, I've had this same account for 8 to 9 years. For 3 weeks I've been calling ****, DIRECTV, and *** Max customer ************** support. *** MAX & **** are saying It's a DIRECTV problem and DIRECTV keep transferring all around and each time I talk to DIRECTV they keep me on the phone for 3 to 4 hours trying the same things to fix it but none of them work. Then they will say they have to write a service ticket, and they will email me with a resolution, and nothing has been done to correct this problem.

  Business response

  09/26/2024

  The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. The consumer shared they experienced log in issues to *******. We helped the consumer register their DIRECTV account and they were able to access *******.

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a very satisfied customer of ********************** for over 20 years. I never had a problem with them or their service or customer service until today. I had an EXTREMELY frustrating experience with their tech department today. I had a technician come out to install high speed internet at my address yesterday, and while doing the install, for some unknown reason, the tech rewired the cable line to the satellite tv as well as the internet line. This knocked my cable service off line and thus, I now have no cable. No problem, I'll call and have Direct TV come out and reestablish the line. I have lived at my current address for 1.5 years and moved my equipment with me from my prior address and they came out to my new address 1.5 years ago and installed the cable service. I have had no issues whatsoever since then. I have my bills done paperless and auto pay set up. Well, today, the tech scheduled to come out called me at 12:30pm and said they are 30 min out. I waited 2.5 hours and finally called Direct TV. It turns out they have my old address on the account still. He went there and nobody came to the door. Instead of calling me back, he just left and no contact. I called CS to reschedule for tomorrow and they said they cannot do it until my address is updated. I got transferred to IT/tech and waited on the phone over an hour just to update my address. The computer kept switching it back. I was then told they would call me back in 48 hrs with a status on my address update and I cannot schedule a tech to come out until it is updated. This leaves me without cable until when? They then had to move my account again and start a new 12 month agreement. Then, after all that, they cannot come out until a full 2 more days. I just want to inform Direct TV so they can better handle this in the future. This glitch is not my fault. Scheduling an appt at my address would resolve this all. They were able to install it here day one, so why not today? I have no cable for 4 days!

  Business response

  09/26/2024

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer, updated their service address and dispatched a technician on 09/25 to resolve their technical issues. A billing adjustment was applied to the account for the time they were without service. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. 

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I canceled my service with Directv months ago. I spoke to a representative over the phone. I asked specifically about equipment and dish and she said no need to return. Directv needs to find the recorded message, because that's what I was told. I paid the amount that was reflected on my account before contacting them to cancel my service. I do recall seeing about $2 and some change left, but I wasn't sure why I still owed anything after paying the balance reflected. Now they sent me a harassing message about returning the equipment they said didn't need to be returned, and now I somehow owe them $127 something. This is why I'm no longer a customer because they lie and scheme to get money out of people.

  Business response

  09/26/2024

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and shared the details of the resolution reached. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. 

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The company does not honor their offers. As a result of the ****** dispute they offered to reimburse customers for missing the ****** programming and the ***********. I called the company to get reimbursed but was placed on hold for more than two hours. I was bounced around from agent to agent, but was never given the reimbursement that was promised. They made excuses for not being able to honor there offer. Customers were never emailed, called, or sent snail mail, informing them that they had a time limit to get reimbursed for the programing they lost. This company engages in bad business practices. I strongly recommend customers to do business somewhere else.

  Business response

  09/24/2024

  The DIRECTV Office of the President spoke with the consumer who did not receive an adjustment during the ****** negotiations.Based on the previous offer at *************, we applied an adjustment.

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In June, my parents *********** St. **** signed up for **************** thru ******** who partners with DirectTV to provide streaming cable TV service. Both companies gave them quotes and told them there is NO CONTRACTUAL OBLIGATION. This was the big selling point for my dad as they are on a fixed retirement income and my Mother was diagnosed with terminal brain cancer in March '24. After signing up, the service ended up being horrible. Endless problems forced them to cancel service through ******** after only a few weeks. Service was cancelled without trouble. When we tried to send back the DirectTV hardware, they informed my dad there is a 2 year contract and they owed a $500 early termination fee. I spoke with DirectTV numerous times to resolve the issue and they refused to help. "***" ******* ************) was the original DirectTV sales *** who lied to my parents by promising them there was no contract. My mom is unable to speak or read due to her brain tumor and my dad doesn't know how to use the computer. *** saw an easy mark here with two elderly, unsuspecting, trusting people. He supposedly sent a contract outlining terms to an email account that my dad doesn't know how to access. DirectTV didn't care that their sales *** sold service to my parents under false pretenses and mis***resentation and forced them to pay $470 to terminate service. They didn't offer any help and completely disregarded the situation. I'm appalled to know a company could operate with such callousness when their ***resentative LIED to an elderly couple (and while one is dying of cancer). I hoped that someone would at least reach out with an apology but apparently basic human decency doesn't exist in this company. I doubt my parents will recover this much-needed money but I hope DirectTV and their lying ***s are held accountable to prevent this from happening to other unsuspecting people. They probably aren't the only ones.**** St. **** on behalf of *************** St. ****

  Business response

  09/24/2024

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We communicated with the consumer and completed the requested resolution. We believe this should fully resolve the consumer's issue.

  Customer response

  09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I urge DirectTV to take action to prevent this type of predatory behavior from happening again by its sales representatives. 
  
  Sincerely,
  
  ******* St ****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I begin service with DIRECTV September 5th shortly after that my service went out. I paid Direct TV for service and it's not working. I asked for them to repair the issue, their response is extra $10 a month for a service repair plan or a annual fee of $99. I request my service be canceled and was told of an early termination fee of $480. Therefore now my option pay monthly for service I do not have or pay $480 to stop the billing. I'm refusing both.

  Business response

  09/23/2024

   

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and shared the details of the resolution reached. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I signed up for DirectTV, I was assured that the price would remain constant and that I would be locked into the offered rate permanently. However, on September 19, 2024, I received an email notifying me of a price increase. Upon contacting customer service via the Chat portal, I was informed that nothing could be done about it.

  Business response

  09/24/2024

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We spoke with the consumer and advised our records do not indicate they were promised a fixed monthly rate for the lifetime of the account. Per the ******************** Residential Terms of Service section 2c. prices are subject to change.
  
  Based on their tenure, we added a discount for 12 months.  
  
  The consumer indicated they were satisfied with this resolution.

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  09/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Recently DIRECTV and ****** were in a contract dispute and we lost our *********** channels along other ones. DIRECTV made an offer of a $20 discount on your bill due to the removal of the services. We applied thru the internet link provided by them for the credit. I recently logged into our account to verify that our credit was applied and there is no credit. So I contact DIRECTV and ask them where the credit is. I was informed that since now the channels are back they will not offer the $20 credit for the time we were without the channels. So they offer a credit and then take it back.

  Business response

  09/23/2024

  The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We explained ****** required DIRECTV to remove their channels from the consumers channel lineup during contract negotiations. DIRECTV had no intention of removing these stations; however, ****** had the right to have the programming removed. Due to the inconvenience, an adjustment was applied to the consumers account.  On 9/14/2024, DIRECTV and ****** reached an agreement and the channels were restored.

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  the system is declining multiple credit cards despite confirmation from the issuing banks that no charges have been attempted and my service has been suspended because no forms of payment will process I was supposed to hear back from a supervisor today 9/18 all I want to do is restore my service by finding the root of this issue

  Business response

  09/27/2024

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau.  The consumers services were suspended as their September automatic payment could not be processed. Although they have updated their account with other payment methods, we  still cannot process a payment and the account remains suspended.  The consumer stated his financial institution had confirmed no payments were being attempted. We escalated to our finance department and determined their financial institution was stopping the payments from being processed. We referred the consumer back to their financial institution for further assistance. 

  Customer response

  09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Direct TV stream had issues negotiating a contract with ****** (***). We were out of our service for weeks. They told us to contact them for more information, but it was NOT clear that by contacting them we would receive a credit on our bill. This is not transparent business practices. Additionally, due to the inconvenience, I wanted to cancel my subscription and I came to find out that there was an early termination fee. (1) I had no idea that I signed on to a 24 month contract, and (2) I had no idea there was an early termination fee. I found the original email from them and true to form they stated all of these things ... in very fine print at the very end of the email. They spent so much time talking about the sales process and yes, they read disclaimers, but no where in what the sales *** said did she speak about an actual early termination fee. Now, to cancel, I'm being charged $256.80. I'm a new mom, postpartum, and I don't have time to read the fine print. I feel taken advantage of because I'm limited in my capacity to read contracts for something as basic as a TV service agreement. I feel vulnerable without an advocate. I feel that yes, legally, they are within their rights to do what they're doing and they've made sure they're very clear. But I do feel that this is deceptive business practices. I'm looking for a refund for the early termination fees and a discount on my latest bill. I shouldn't have to work so hard to get a credit for the *** outrage, that should be automatic.

  Business response

  09/19/2024

  The DIRECTV Office of the President reviewed the notice received from the Better Business Bureau and deemed the consumer's 24-month service agreement valid. As mentioned by the consumer, the service agreement was disclosed when they ordered DIRECTV via ***************** Therefore, if the service is canceled prior to the completion of their service agreement, a valid Early Termination Fee will apply.
  
  As for the recent loss programming, ****** required DIRECTV to remove its channels on 09/01 due to contract negotiations. Although ****** programming was restored on 09/14, as an agreement was reached, the consumer requested cancelation. The consumers service is scheduled to be canceled on 10/07, at the end of their current billing cycle.
  
  Per the DIRECTV Residential Terms of Service, programming availability is not guaranteed. Therefore, the loss of channels does not nullify a service agreement. While working with ****** to return its programming, DIRECTV was offering an account adjustment for the inconvenience. As the consumer did not previously receive the adjustment, we provided the adjustment in the form of a refund to the card on file. The funds should reflect within five business days.
  

  Customer response

  09/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Mostly I want to make them aware that I feel like they should be more transparent about early termination fees in their sales calls instead of writing it as the last paragraph in a slew of them with the "welcome to your services" email. I also think they should be more transparent about requesting refunds for service interruptions. 

  Thank you for your help with this! Some movement is better than none.
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩