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

  
• 

  MAS TEC/ Direct TV

  66 Columbia Dr Pooler, GA 31322-8504

• 

  Direct TV

  Highway 280 Lyons, GA 30436

• 

  Direct TV

  Po Box 17810 Jacksonville, FL 32245

• 

  Direct TV

  South Carolina Beaufort, SC 29902

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:05/06/2025

  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.

  In May of 2024 I called into direct tv customer services and I was transferred to customer loyalty. Due to my on going issues with direct tv I canceled my tv service and they agreed to waive the cancellation fees due all the issues I have had with them. I asked them to document it on the account because that has been a problem I had been having with them in the past. I received an email confirming my discontinuation of service from them and stated I would receive a final bill a week later. I received a final bill in June 2024 which did not have a cancelation fee like we had talked about and actually had a partial monthly credit which they applied to my att internet bill. I heard nothing from them for a year and now they sent me a bill May 2025 a year later saying I owe $70 for an early cancellation fee. I called their customer service who told me there is nothing they can do for me if I dont pay they will send me to collections. I explained they werent supposed to charge me for the early cancellation because of all the issues I had with them, but they said there is nothing in the system stating that so i have to pay it since they didnt annotate it the system a year ago. They told me there is no one else I can talk to, and advised me the only help they can give me is to write a letter to the President of the company and hope he waives it before it goes to collections. They dont have an email, phone number or any other way of forwarding issues but for me writing a letter even tho Im not a customer nor have I been for over a year now yet I have to be inconvenienced for their mistake. Attached is the email confirming we disconnected our service and we will receive our final bill in approximately 7 days, the final bill June 2024, and the current bill of them trying to charge us a year later.

  Business Response

  Date: 05/07/2025

  The DIRECTV Office of the President contacted the consumer regarding an Early Cancellation Fee (***) concern. We confirmed a 24-month agreement was added in error upon the activation of a receiver they purchased for their recreational vehicle.
  To resolve, we issued an adjustment for the *** to bring the account balance to zero. 

  Customer Answer

  Date: 05/07/2025

   
  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:05/03/2025

  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 signed a 24-month contract in August of 2024. The monthly billing amount is $114.10. They overbilled me this month by $59.10. I contacted customer service and asked for an explanation. They said it was a software glitch, and my discount for signing the 24-month contract wasn't applied for one of the months. Instead of crediting me the $59.10 on the next bill, they will extend the contract by one month. I didn't sign a 25-month contract. I shouldn't be forced to continue past the agreed-upon 24 months to recoup my money. They overbilled me and are forcing me to continue their service past the contracted date. If the issue is not resolved, the next step is filing a complaint with the ** Consumer Fraud Unit

  Business Response

  Date: 05/05/2025

  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. The consumers monthly discounts for a former customer offer did not apply to their April statement due to a system error. As a result, their balance was higher than in the previous months.
  To resolve, we applied the missing adjustments to their account. 

  Customer Answer

  Date: 05/05/2025

   
  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:05/02/2025

  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.

  After speaking with a *** *** she cancelled my service.I never told her to do that. I found out after I spoke with another ***.I asked to speak to a supervisor. The supervisor said I would receive a $100 gift card for this gross misconduct on the part of the *** who cancelled my service. I was supposed to receive it at the end of April.I never did. When I called to find out why I was told there is no record of me being set up to receive any gift card.

  Business Response

  Date: 05/08/2025

  DIRECTV communicated with the consumer and shared the details of the resolution reached. We believe this should address the consumer's concern.

  Customer Answer

  Date: 05/08/2025

   
  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:04/28/2025

  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:04/26/2025

  Type:Order 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 signed up for DIRECTV service in November 2024. I no longer want DIRECTV. I called in today to cancel my services and was told that I would be charged a $360 cancellation fee. I spoke to one representative who told me that I signed a two year commitment when I first got Services, and then asked to speak to a supervisor who confirmed what the representative said and refused to help me. I asked for proof of where I signed or agreed to this and he said he would email me a document where I agreed. As of now, I still have not received that document that shows where I agreed to to your commitment. I told them that this is an outdated practice an old-fashioned similar to when years ago you would have to sign a one or two year contract with a cell phone company. I was also told that I would receive an email about returning the equipment and Ive still not received that email. Furthermore, if I had agreed to sign a commitment or contract, I wouldve recalled either signing a DocuSign or some kind of contractual agreement. I neversigned any kind of contractual agreement or agreement to two years of services. I am willing to go on national TV or take this to the media if need be.

  Business Response

  Date: 05/02/2025

  The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We advised our records confirm they agreed to a 24-month agreement. The agreement is communicated at the time of sale, in an order confirmation letter, and the DIRECTV Equipment Lease Addendum. We sent a copy of the signed Lease Addendum to the consumer via email. We explained the agreement is valid and an Early Termination Fee will apply upon disconnection. The account will be disconnected on 05/24/2025, per the consumer's request.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23253921
  
  I am rejecting this response because:
  The signature on the agreement is not my signature. 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/05/2025

  DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. DIRECTV is not in the business of determining the authenticity of a customer's signature. We are only able to provide the documentation obtained during the point of sale. As such, DIRECTVs position remains unchanged.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23253921
  
  I am rejecting this response because:
  
  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:04/24/2025

  Type:Order 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.

  On 6/17/24 - cancelled my service. At no time was I advised that I was still under contract. I spoke to DirectTV on 3/23/23 and was advised that my contract expired on 5/11/23 and was given a $30 discount to offset the rising costs. On 3/28/24, I contacted Winegard to get a replacement box for my RV that had stopped working. The order through Winegard who is the servicer for DirectTV *************** was Order #*****. At no time was I advised that by requesting the replacement box would it trigger a full 24 month contract through DirectTV. Nor was I advised that I was still under contract when I cancelled services on 6/17/24 due to my bill being so expensive. It wasn't until April 24 that I opened my bill from DirectTV after almost a year, billing me for the remaining term on left on a contract that I was not advise of in the amount of $441.00. This does not seem fair that I can be placed on a contract without consenting or even being advised at any time.

  Business Response

  Date: 04/25/2025

  The DIRECTV Office of the President contacted the consumer regarding their Early Termination Fee (***) charged. We verified an invalid 24-month service agreement was applied to their account on 3/28/24, when a replacement receiver was activated. As a result, an *** was charged after they cancelled the account on 6/17/24. We issued a one-time adjustment for the *** to zero the account balance.

• Initial Complaint

  Date:04/24/2025

  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.

  I signed up for service bundle with Att internet air and the internet air was not available when it arrived would not activate I mailed back both services. Was told the accounts were cancelled. Now I have been charged and called to disconnect with a fee now. This is not right I never used the service and mailed back immediately. Call me **********.

  Business Response

  Date: 04/25/2025

  The DIRECTV Office of the President contacted the consumer regarding their Early Termination Fee (ETF) concern. The consumer explained they believed returning the devices would automatically cancel their account. Our records indicate there was no connection or usage since the initial activation. The consumer was informed an *** would apply if the account was canceled. However, with the misunderstanding we proceeded to cancel the service and waived the **** We have processed a refund for the first payment and explained the refund may take up to five business days.

• Initial Complaint

  Date:04/23/2025

  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.

  My DirecTV master bedroom DVR receiver failed on 12/24/24. I ***orted the failure to DirecTV Support on 12/25/24. I was given a 1/1/25 (New Year's Day) appointment for ***lacement of my receiver. On 12/31/24 I received a text message from DirecTV regarding a "scheduling error" with a new appointment date of 1/8/25. Immediately (12:30p EST) I called ************ from ************ to arrange an earlier date. That 12/31/2024 telephone call lasted 20 minutes and 10 seconds.-- My ***lacement appointment was rescheduled for 1/3/25.-- ************* recording of that 12/31 conversation will confirm that I asked the ***resentative for a credit to compensate for the total number of days I would be without service between 12/24/24 and the scheduled appointment date, 1/03/25. The female *** told me I would receive a credit in the amount of $83.06 because the 1/1/25 appointment that did not happen was "guaranteed", and also for being without service since Christmas Eve. The *** did not break down how much of the $83.06 credit was compensation for the company's appointment error and how much of it was for the days I had no service. Long story short, on 3/6/25 I talked to a supervisor (****) who transferred me to ***** who told me to expect the credit to show up "this billing cycle or the next." He also said a supervisor would be contacting me the following day, but neither of the above has happened. I would like to bring this credit situation to an end by actually realizing what was promised me ($83.06) on 12/31/24 for the days I did not have service and for the missed appointment. Attempts to find out the status of my "case" (& other matters, i.e. billing me for whole home service that I haven't had for the past 5 years, and not reducing my bill to account for ***lacing my dvr receiver with a nonrecording mini Genie) resulted in confusion and frustration, including in the chat forum. My most recent attempt was 4/15/25.

  Business Response

  Date: 04/28/2025

  The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We issued credit for time without service, including the missed installation appointment for December of 2024. When we replaced their DIRECTV ** DVR with a DIRECTV Genie Mini,it resulted in reduced recording capabilities. The Genie Mini shares recording with the DIRECTV Genie rather than functioning independently like the ** DVR.We explained the Advanced Whole Home DVR is part of having a Genie receiver and cannot be removed unless they change to an ** receiver. The consumer accepted a $5.00 monthly discount for twelve months. 

• 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.

  April 18th 2025 I started service with direct tv the sale agent explained to me that i had to pay a one time fee of $55.46 to begin my streaming services. My next bill is not due until May 18th that will be a billing cycle of 30 days. Today i received notification that my payment had failed i was confused because today is April 23rd and i have not had but a few days of service.Spoke to several agents including a manager from the loyalty department name **** whom explain this was a pre paid service i explain to him that is not what the sale agent told me currently my account is facing suspension regarding a bill of $130 that i was not aware of because the sale agent told me my bill will be due on May 18th no one not even the manager was able to help me with my problem and how the sale agent lied to me to make a sale i have a three day ***** period that started that i did not know even started because in my list of bills direct tv is not due until May 18th this is not fair and is robbery to a new customer.

  Business Response

  Date: 04/25/2025

  DIRECTV's Office of the President spoke with the consumer regarding a billing concern on their DIRECTV Streaming account. The consumer stated they were told at the point of sale their first autopayment would not be processed until 05/18. Records reflect the payment could not be completed as scheduled per the DIRECTV Residential Terms of Service. The consumer updated their payment method on 04/25 and the payment was successful. Based on any possible misinformation provided, we issued a refund and advised to allow up to five business days to receive it.