Complaints

This profile includes complaints for DirecTV, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  DirecTV, LLC

  2230 E Imperial Hwy El Segundo, CA 90245-3504

  
• 

  DirecTV

  One Rockefeller Plaza, 2nd Floor New York, NY 10020-2092

• 

  DirecTV

  322 Maple St Holyoke, MA 01040-4909

• 

  Direct TV

  Unit A 913 E.G. Miles Par Savannah, GA 31405

• 

  MasTec Advanced Technologies

  2604 Tampa East Blvd Ste O Tampa, FL 33619-3059

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Direct Tv is trying to charge me a early cancelation fee of $460.60. What happen was i was renting a room at *******************************************. The landlady didn't have any tv service so i called and got Direct tv service . I was only there at this address for a few months then decided to move and so the landlady ask me not to cancel the tv service but to get the service put in her name so we did that on the day i was leaving and that was June of 2024. so now out of the blue i start getting calls and e-mails stating my acct is in collections for a early cancelation fee after 10 months have passed. I told them that the day they claim i canceled that service the service remained on after i moved in my landladys name. I paided my last bill in full and was told to throw out the equipment because it was out dated and they bought over new equipment to replace it for the landlady . I have called them several times first time being April 27 and i talked with **** he confirmed with me that i wasnt the one who should be charged this fee but the landlady who took over my accct her name is ********** {forgot last name) phone number is ************ **** told me since it was Sunday that we couldn't clear this up today but to call back on Monday he gave me a reference number (*********) with his notes but when i would call them they just continued to send my call to the collection office. They keep telling me the acct was only in my name but thats not true myself and ********** talked to Direct tv and did the change over for the acct. I told them to check and they will see that service remained on at that address and that i was never billed for service at a date in June of 2024. . They wouldn't do that they keep saying its my responsibility So what iam asking is if you can try and straighten this out i don't want this to go on my credit rating and i believe there charging the wrong person since it was verified . She probably is still getting service .

  Business Response

  Date: 04/29/2025

  The DIRECTV Office of the President spoke with the consumer regarding an Early Cancellation Fee (***) concern. They stated they moved in 7/2024 and asked for the account to be transferred to their landlords name. Our records reflect the consumer called **************** and requested a Transfer of Billing Responsibility; however, it was explained the transfer could not be completed. Their account was scheduled for cancellation, and they were advised of the ***.  
  We explained the *** is considered valid as the account was disconnected before their 24-month agreement was completed. 
  

  Customer Answer

  Date: 04/29/2025

   
  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

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested my service be canceled as I am no longer using it or connected. They told me they could not cancel until my next billing period. This is unacceptable. You are continuing to charge me for a service I do not use.

  Business Response

  Date: 05/01/2025

  The DIRECTV Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau. The specialist attempted to reach the consumer by phone and email on 04/28/2025 and to date has been unsuccessful. DIRECTV completed the requested resolution and provided the resolution via email correspondence. We believe this should fully resolve the consumer's issue.

  Customer Answer

  Date: 05/01/2025

   
  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

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Directv $105.75 on 1/16/25 & it was finally posted on 1/28/25. My service was shut off on 2/3/25 due, in their regards as non-payment. I called 4 times to resolve this issue to no avail. Supervisor said I would have to pay $93.00 to restore service. Initial hookup on the account was 11/2/24. Only took 3 months for Directv to falter & shut off service for NO apparent reason.

  Business Response

  Date: 04/24/2025

  The DIRECTV Office of the President confirmed the consumers service was interrupted on 02/18 due to non-payment. Although a payment of $105.75 was posted on 02/26, it did not cover the full past due balance. ********************* was not reinstated. The service remains interrupted for ************** have the service restored, the consumer will need to bring the account current. They may also be required to pay the outstanding balance appearing on their former DIRECTV account.  
  

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23242564
  
  I am rejecting this response because: It is a total fabrication. The bill was paid in full on 1/16/25 & posted by Directv on 1/28/25. They shut over my service because some ill-equipped employee doesn't know how to post payments correctly. If they refuse to own up to THEIR MISTAKES, then I will further this action elsewhere. Directv is a bunch of bullies who take advantage of anyone that will give them private banking information. If you refuse, they charge you an extra $10/month.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/28/2025

  The DIRECTV Office of the President confirmed the payment in question was received on 01/27 and posted to the wrong account. Although it was located and transferred to the consumers account on 02/26, it did not cover the full past due balance to reinstate the service. The service remains interrupted for non-payment as DIRECTV has not received any additional payments. As previously advised, the consumer will need to bring the account current to have the service reinstated. They may also be required to pay the outstanding balance appearing on their former DIRECTV account.    

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23242564
  
  I am rejecting this response because:They just blatantly admitted to fault on their own. My money was posted to another account. After several phone calls & me being the one to do their job & figure out THEIR MISTAKE, they continued to try & charge me for a service that had already been shut off as of 2/6/25. An addition 3 weeks before THEY CORRECTED THEIR MISTAKE?? IDO NOT OWE THEM $.01 & WILL NEVER PAY THEM ANY AMOUNT OF MONEY. They screwed up, not me. I payed the bill & they DID NOT POST it to my account. Plain & simple it is on them. 5673 complaints against Directv in 3 Years speaks volumns.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2025, I noticed a collections account had been added to my credit report for ATT/Direct TV in the amount of $903. After multiple telephone conversations, Direct TV informed me that my name & SS# had been used by my ex wife to open an account in 2022. They had me fill out their in house fraud papers, which I have submitted 3 separate times, & they continue to send me a generic response that states "We have determined that the account was yours". We were divorced in 2018 when I moved to **, have never lived or even visited the address on their file, & did NOT give anyone permission to use my identity to set up a Direct TV account. I would like ********************** to do the right thing and correct this issue without further action on my part. But beyond that, I am prepared to pay the initial filing fee and pursue arbitration through ***.

  Business Response

  Date: 04/24/2025

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. The consumer claimed their personal information was used to establish a new DIRECTV account. They stated our Theft of Identity (TOI) Team completed an investigation and determined the account belonged to the consumer.  
  
  We advised we cannot influence or change decisions made by DIRECTVs TOI Team.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23242460
  
  I am rejecting this response because: This fraudulent account clearly was not investigated by Direct TV. The generic "Copy & Paste"  response I received was identical to hundreds of other complaints found online. After speaking with a Direct TV supervisor in the fraud division, he stated that the only information they used to make that determination was the fact that my name & SS # was used. When pressed on why Direct TV did not verify the identify of the person setting up the account, he stated that it "Happens all the time" &  "It is not Direct TV's responsibility to verify identity, it is the responsibility of the subcontractor who installs the service." When asked for information about the subcontractor, he became vocally agitated & stated that Direct TV does not keep that information & that he did not feel comfortable discussing this with me anymore. I again am asking Direct TV to do the right thing and remove this from my credit report. Then create a policy to stop enabling fraudulent accounts to be set up. I have never given my ex wife, or anyone else, permission to use my identity. And the address that the account was established at is 4 states away from where I've lived for over 8 years.            
  
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 04/25/2025

  The DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, DIRECTVs position remains unchanged.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23242460
  
  I am rejecting this response because: This is my official notice of dispute to DirecTV for the reasons described in our previous communications. I will now seek relief through a filing with the ******************************** to resolve the issue including compensation for my initial $275.00 filling fee and any other expenses incurred throughout the process.      
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:04/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Directv mailed my 90 year old father a facsimile of a $400 reward card and he accepted the contract. Directv made an error and did not request the rewards card for my dad. They will not honor the contract and terms they said he was pre-approved for.

  Business Response

  Date: 04/23/2025

  The DIRECTV Office of the President spoke with the consumer and confirmed they were offered a $400.00 reward card;however, it was not added to their acquisition order. To resolve, we submitted the reward card for processing, which will be delivered within four weeks. Within five business days, the consumer may track the reward card status at ***************************************.
  

  Customer Answer

  Date: 04/24/2025

   
  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

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having Direct TV for decades on October 14, 2024 we had to cancel because my husband had been laid off In October 2023 and we had to cut back expenses. On April 21, 2025 I get a bill for $100 from Direct TV, over 6 months after I cancelled service. The statement date of the bill was April 10, 2025 and it was the first bill sent because it stated my previous balance was $0 and the "new" charges were $100. I called Direct TV immediately to find out why I owed $100 and was told it was an early disconnect fee. They said they had a systems error and that's why the bills were sent out so late, however, my account was already in collections. I'm sure there are thousands of people this happened to and Direct TV is destroying our credit ratings by their "system error". When they found out they had a systems error and people were not getting their statement for $100 they should have not sent anyone into collections because they were aware these people did not know they owed the $100. They created this problem and they are responsible to fix it!!!!!! My credit rating is very important to me and their issues should not come back to the people who having been using their services and paying the high prices they charge.They also have one of the worse customer service departments. I spent around 2 hours on the phone with 5 different people, 4 were overseas and 1 was living in *******. The information I got from the 4 was all different and incorrect. The one person who was in the ************* was helpful but she wasn't in collections so she was not in the right department so I was transfered........again. At lease I will never have to deal with Direct TV again.

  Business Response

  Date: 04/23/2025

  The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We confirmed they cancelled the service prior to the completion of a 24-month service agreement; therefore, an Early Termination Fee (ETF) of $100.00 was charged to the account. Typically, the *** would have applied at the time of cancellation and appeared on the final billing statement; however, a system error delayed its posting. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my directv subscription on March 5 and received a final bill showing a $137.38 refund due to me for overpayment. I called directv today and was informed that I would receive a refund if $95.12. I asked where the additional $42.26 cent was and did not receive an adequate response. The agent said she would expedite the additional money. I believe directv was trying to keep the $42.26 and hope I would be satisfied with the $95.12 refund.

  Business Response

  Date: 05/02/2025

  DIRECTV communicated with the consumer and shared the details of the findings. We explained the refund amount was different due to non-monetary credits are non-refundable. The consumer indicated they were not satisfied 

  Customer Answer

  Date: 05/02/2025

   
  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

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called directv today to arrange payment. Direct refused saying they could not. Had hard time getting transferred to supervisor who was no help. Yes I'm a touch behind. Can't even acess dvr. Been a customer over 10 years. Very unacceptable customer service.

  Business Response

  Date: 04/23/2025

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. They stated their billing concern was resolved; therefore, no further action was necessary.

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ATT Direct TV bill for the last few months has just kept getting higher so after I received my February bill I called and asked to have Max, Cinemax and Sports pack removed and was told that my account would be credited on the next bill! ( I never wanted it in the first place) So then in March I receive a new bill with the same charges showing that the above has not been removed so I logged in to my Direct tv account and did it online and I just received the April bill and the charges are still on my bill and have not been removed. I called ATT Direct Tv and was told that they would remove them and my next bill would would reflect those changes! I said no way I want the bill adjusted now because I have been listening to this for two months therefore I want the bill adjusted and was told they cannot do that! I have had ATT Direct TV for almost 7 years and always have to put up with the bill changing without notice and I am sick of it!

  Business Response

  Date: 04/22/2025

  AT&T has confirmed that the matter involves DirecTV services. Transferring complaint to be addressed by DirecTV.

  Business Response

  Date: 04/23/2025

  The DIRECTV Office of the President contacted the consumer who stated they declined the promotional premium programming added to their account in January 2025. Records reflect they contacted **************** on 04/21 and removed the premium programming as requested. Based on any misunderstanding, we issued a billing adjustment for these charges and provided the consumer with their updated balance. Additionally, their following statement will include the remaining prorated billing adjustments. 

  Customer Answer

  Date: 05/02/2025

   
  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,
  
  ***** E ******

  Just as long as the bill stays close to what it should be and no more just adding programing to my bill we will be okay until June 8th!

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel service. I was told if I cancel 4-9-25 I would not receive another bill. So I agreed. They recorded the call so there is proof. Today I received a bill for ******. They said I owe it for March but I paid the March bill. They refuse to pull the recording and listen to it.

  Business Response

  Date: 04/28/2025

  DIRECTV spoke with the consumer regarding a notice received from the Better Business Bureau. DIRECTV explained our records confirmed they called on 03/30/2025 and requested to cancel the account. We explained monthly services are billed one month in advance. These charges are not prorated if service is terminated on any day other than the last day of the billing cycle. Services remain available to the customer until the end of the billing cycle. The consumer's account was canceled on 04/09/2025, which was the last day of their billing cycle. Our records confirm they were informed a final billing statement would be issued with the balance due; therefore, the balance is valid.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23232471
  
  I am rejecting this response because: they can pull the recording and let you listen to it. They stated twice that I was paid thru April 9th so that is when they would stop my bill and I would be paid in full. She stated I would not receive a bill twice.  When direct tv ****** called me today I told him to pull the recording. He said he listened to it and proceeded to tell me things that were never said in that conversation and also stated the recording says I would owe money. That is not true. They can send you the recording and you can hear it yourself 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/30/2025

  DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, DIRECTVs position remains unchanged.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23232471
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******