Business Profile

Cable TVs

DirecTV, LLC

Headquarters

Complaints

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

Customer Complaints Summary

5,583 total complaints in the last 3 years.
1,530 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/23/2025
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:04/21/2025
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 had fraud on my email and banking approximately 6 weeks ago .At that time ,I changed all of my passwords ,bank accounts and also automatic payment systems. Around March 7th,I received a package from DIRECTV which I DID NOT request. I called them and they agreed that they had no record of me requesting this replacement part. However, they told me to open it and change it anyway and to send back the other piece in the autopay envelope. They said nothing about requesting a tracking number .I dropped it off at the local post office the next day. Now I received a bill for $120.00,saying that it was never returned .I called and spoke to an employee and a supervisor at DIRECTV both said I have no recourse .Can you help me please?
Business Response
Date: 04/22/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. The consumer was disputing an equipment non-return fee (NRF) for equipment they had already returned. They stated the device was returned through **** using the envelope provided; however, they did not receive a receipt for the return.

Although we found no record to support the equipment was returned, due to any possible system errors, we requested a refund for the ***. The refund will be received within five business days.
Customer Answer
Date: 04/22/2025

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:04/21/2025
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.
February 18th 2025 my *********** signed up for DIRECTV with **** at the *************** **** store.We are elderly and not computer savvy. I was very upfront with this information when signing ***** husband has a heart condition and Im disabled.When told the devices went on the bottom of the TV. we took that literally. Unfortunately, they go behind the TV. My 87yr old husband is unable to manage the large TV on his own.We believed we could get **** help installing the equipment.I spent many ************ calling the various numbers given me. I was told for $99. we could have a technician out. Forwarded to another department, who then told me no thats not possible, forward to another department that said yes, but I have to go set it up. This has gone on and on.Back at the Palladio **** I was told we could have back up service, but had to wait two weeks. I called, then was told there is no backup service.We went into the **** store on three occasions, trying to sort this out. One person says its available, another person says its not. They offered us another in-home back up service for a charge. Weve paid for two months service.Meanwhile, the Wi-Fi device had to be returned and re-ordered because time had run out on its installation.I was told to call as soon as the new replacement arrived & that within days, someone would be out to set everything ****** Wi-Fi replacement arrived April 14th in the evening.I called yesterday, April 15, 2025 to be told my contact person will be out for two weeks and the person answering the phone had no idea about this Service. No manager in the store yesterday, I left a message for the manager to call me today. No one has called!!Ive tried numerous times today to get through & speak with the manager.We are being charged $134.06 a month for the DIRECTV streaming part of this contract,Plus we must Continue paying Xfinity for service.
Business Response
Date: 04/21/2025
AT&T has confirmed that the matter involves DirecTV services. Transferring complaint to be addressed by DirecTV.
Business Response
Date: 04/21/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and confirmed their service was successfully connected by a third party on 04/18. For future reference, the consumer was advised DIRECTV does not send out technicians to connect or service their DIRECTV via Internet devices. The consumer may contact **************** or visit ************************** to assist with any technical or other service-related concerns as needed.
Customer Answer
Date: 04/23/2025

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:04/20/2025
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.
I canceled service with Direct TV, and was charged 160 dollars for early termination fee. I have contacted customer service multiple times requesting a closing statement of charges and am being told that Direct TV does not provide final bills or statements. Would like a statement of charges.
Business Response
Date: 04/24/2025
DIRECTV communicated with the consumer and sent an email with the requested information. We believe this should address the consumer's concern.
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:04/19/2025
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.
We have been along time customers of **********************. We added another TV to our service last October, unaware that this would trigger a 2 year commitment. We cancelled our service with DirecTV last week and there was ZERO mention of any early termination fees. In fact the ******* *** indicated that we would be credited for the full prorated amount of our last bill payment of around $190. However DirecTV just notified us that they are charging $180 fee for early cancellation, which was the first I heard of this fee. Their ***s and supervisor were unable unwilling to assist with removing this fee which feels like a predatory practice to me. At a minimum DirecTV needs to be MUCH clearer about the contractual commitment upfront and in subsequent calls to cancel their service. We are requesting a refund of our $180.
Business Response
Date: 04/22/2025
The DIRECTV Office of the President reviewed the call from 10/2024, which confirmed the consumers spouse ordered and accepted an additional receiver with a 24-month service agreement. Additionally, the agreement was disclosed in an order confirmation email and at the time of installation.We also reviewed the consumers cancellation call from 04/2025, which confirmed DIRECTV agreed to waive the service agreement as a courtesy; however, this was not completed.

As the service agreement was to be waived at the time of cancellation, we reversed the Early Termination Fee and refunded the consumers overpayment of $192.05 to the card on file. The funds should reflect within seven days.
Customer Answer
Date: 04/22/2025

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:04/18/2025
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 many years of being a DirecTV customer, I canceled my service around September of 2024. I paid my final bill and returned all the required equipment. Today, 4/18/2025, I received a bill stating I now owe $70 for early cancellation. This bill randomly showed up 7 months after I cancelled my service. I talked with 3 individuals in ***************** The names I was given were **** ***** ******. They all would only state this is a legitimate charge and there was some issue with billing. This is an extremely poor customer service. Why are they coming after my money 7 months after our contract ended? Its $70, but its the principle of the matter. Its not my fault that they cant get their billing act together. Ive never sent a complaint into the BBB before, but this late bill just makes me so angry. I always paid my bills on time and in good faith. Now 7 months later, they want to wring more money out of me. Maybe they should bill whoever handles their billing!
Business Response
Date: 04/21/2025
The DIRECTV Office of the President contacted the consumer regarding an Early Termination Fee concern. We confirmed a 24-month agreement was added in error on 5/8/2023 with an equipment replacement. As such, we issued an adjustment to bring the account balance to zero.
Customer Answer
Date: 04/21/2025

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:04/18/2025
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.
In the last 6 months I have encountered problem with Direct TV services. My first issue we were getting in the new fiber optic lines for our internet and the *** techicians cut our powerlines to our satelite dish, my husband saw them do this and talked to them about it and it was basically sorry you have to call our office. I called the office and talked to a manager who told me they could not get anybody out here for 5 days and she told me that she would credit my account for those 5 days. That did not happen. Well today 4 18 2025 my cable went out, problems with my satelite dish, code 775. I called it in and it was due to faulty equipment. This is Easter weekend and I have family coming in and nobody can come out until Monday. I am not happy with Direct TV service, but this is the only service I can get where I live. It makes me unhappy that I have been a long time customer and have so many issues all the time with Direct TV. Thank you!
Business Response
Date: 04/21/2025
The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. DIRECTV communicated with the consumer and confirmed their service is now working after a technician was dispatched on 04/21. We issued a billing adjustment for a total of eight days they were without service including their prior incident. We provided our contact information if needed for further assistance.
Customer Answer
Date: 04/21/2025

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,

***** *******

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