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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We signed up for a contract with Directv on 5/21/21 Order # ********* to receive a promotional rate of $95.58 for 12 months. We received confirmation of the detailed order amount via e-mail. The service was installed in June and Directv began billing us at the inflated rate of $163.51. When we discovered the issue we filed a dispute with our credit card company, as well as, spent numerous hours on the phone with representatives trying to resolve the situation. During these many calls we received 2 cases numbers from representatives as follows: Case # **************** and Case #************. Many calls were made seeking resolution to these cases and we were told they are still "under review". We then decided we would take off the "auto bill" feature on our account so now the account is in arrears. We are told they can't speak to us until we pay the inflated bill amount and they have cancelled service. We are seeking to cancel any contract with no fees.Business response
07/29/2022
Business Response /* (1000, 5, 2021/10/12) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I switch form Comcast to AT&T, and offers were made to me and not fulfilled. Now they changed from AT&T TV to Directv, and I did not want to be part of that change. All I want is out of a contract.Business response
07/28/2022
Business Response /* (1000, 15, 2021/10/22) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I set my direct tv to be installed between 8-12 for scheduling reasons and 12 hours before installation I got notified that my time had changed to 12-4 pm for no reason. We scheduled this installation around our work schedules and direct cannot give any information on why this was changed. Even though this was their fault, they are saying they can do nothing about it. At the very least we should be credited the installation charge and the first month due to the amount of money I have lost equivalent with the time I have spent trying to rectify this issue.Business response
08/04/2022
Business Response /* (1000, 5, 2021/10/08) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
AT&T account #********* I cancelled my account on 12/10/2020 for tv services. I continued getting money withdrawn up until 07/2021 because my account was on auto pay. In July, 2021 is when i notice I was still being charged. Since then I have tried getting refunded. I have called over 10 times trying to get a resolutions but either I do not hear back or keep getting hung up on. I have had to file two disputes and have been told I will be getting my money back because it is noted on my account that I did cancel my services. I received a pre-paid************ in the mail with a refund for $37.59 for my final bill so I called once again on 10/06/2021 and spoke with billing manager **** (*********) and filled another dispute for $849.95 reference #*******. He totaled the amount that has been overcharged and concluded it is $849.95.Business response
07/28/2022
Business Response /* (1000, 14, 2021/10/20) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I went into the AT&T store to upgrade my phone and the sales girl named *************** assisted me and upgraded my iphone 8 to an iphone 11. She told me there was an HBO MAX promo happening with the phone upgrade and that I would get an AT&T streaming box with a 12 month HBO MAX subscription all for FREE for 6 months. I initially told her I had no use for a streaming box because I have smart tvs in my home, but she insisted this was a great deal because it's FREE for 12 months and comes with the free HBO MAX. I obliged since she said it was free. 3 months later, I noticed my monthly bill had increased by $25, so I went back to the AT&T store to inquire about the strange new charges, and they said it was service fee for the streaming box. I told the salesman I would turn it in, as I haven't even used it because I have no use for it. He said it was too late to turn in because I was past the "return date," I was livid!! The sales girl *************** never told me about a return date orBusiness response
07/28/2022
Business Response /* (1000, 14, 2021/10/13) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have waited 7 days for my refund. They said it would take 3 to 5 business days. I want my refund back asapBusiness response
08/11/2022
Business Response /* (1000, 5, 2021/10/07) */ 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 consumer's concerns.Initial Complaint
10/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Around 5 years ago I signed up for their TV streaming service (When it was AT&T) and quickly canceled. For all these years, they keep emailing me, trying to charge my credit card, and calling me. Every month! When they call or when I contact support through their web chat, they either can't find my account or say they will take me off the contact list. This never gets resolved. I had to change my credit card! They also claim that my account doesn't even show up! The harassments needs to end. I don't even have a login to their streaming service, because when I try to login using my old credentials, it says my account doesn't exist.Business response
07/28/2022
Business Response /* (1000, 9, 2021/10/22) */ The DIRECTV Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau. The specialist spoke with the consumer by phone 10/8/21. DIRECTV completed the requested resolution. We believe this should fully resolve the consumer's issue Consumer Response /* (3000, 11, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still receiving phone calls and I got another email today that it tried to charge my credit card. (attached) Business Response /* (4000, 13, 2021/10/25) */ The attachment on the BBB complaint XXXXXX for **** *********, is not readable can we get a better attachment. Thank You, ***** ******** Senior Specialist Office of the President ******** *********** and Process ImprovementInitial Complaint
10/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Switch to AT&T for a bundle service & promised gift card of $200. New fiber optic was promised 10k sqft wifi coverage. The bundle cost around 60/mo with no cancelation fee. Nothing worked out as promised. AT&T's signal strength was weak, for example, if I walked into my bedroom/bathroom, my cellphone call was dropped. The wifi security camara on the side of my house doesn't get a signal to work. Explaining that I am disabled & the wifi needs to work, AT&T recommendation, I buy wifi booster equipment. This extra equipment costs $295 & up. I explained that I never received the promotional $250. I contacted AT&T customer service & called/texted the sales representative, ***** at ************* All contacts were ignored. Now, AT&T made the decision to drop their TV line, & charge customers a fee for the Internet of $55/mo & a DirecTV Stream for $65.00. I did not want this and I didn't sign any esignature. But AT&T tried to charge me the $65.00, & then a cancelation fee of $285 plus taxes.Business response
08/04/2022
Business Response /* (1000, 5, 2021/10/08) */ 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. The account balance has been removed. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns.Initial Complaint
10/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was contacted on I phone message from direct tv. I was promised mutable services. When it was installed , I only receive some of the services. I text direct tv and they cut off my cable. I sent my equipment back. I only had the service three days. They charged me 420 dollars early cancellation fee . I have contact them multiple times and refuse to re fund meBusiness response
07/28/2022
Business Response /* (1000, 5, 2021/10/15) */ 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 consumer's concerns. The consumer indicated they were satisfied.Initial Complaint
10/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 09/08/2020 I canceled my Direct TV. On 09/10/2020 I paid $111.99 for my service. Because Direct TV doesn't pro rate their service and their billing runs from the 7th to the 7th of the month I was a day late in canceling. On 10/13/2020 I paid $111.99 for a month of service I no longer had. Direct TV has attempted to collect another $111.99 and has since sent it to a collection agency in*****************. I answered that with a hand written letter with the names, dates and times of the people I spoke with at Direct TV and have heard nothing since. Now i see that there is an attempt to collect the money I do not owe and has dropped my Credit Score 38 points. I have the print outs of the dates that my bank debited the money to ***** which is the credit card I used to pay for my TV service. I don't believe I owe any money especially since I paid for a month of service that I never had.Business response
07/29/2022
Business Response /* (1000, 14, 2021/10/11) */ The AT&T Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. AT&T communicated with the consumer and shared the details of the resolution reached. AT&T provided contact information for additional questions, requests, and/or correspondence specific to the consumer's concerns.
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Customer Complaints Summary
6,178 total complaints in the last 3 years.
1,796 complaints closed in the last 12 months.