DirecTV Customer Service Issues

In May, there was a hailstorm that damaged our dish, which was broken for months. After multiple unsuccessful attempts to fix it, we continued to be billed. Despite making over 50 calls, yesterday's three-hour call resulted in no resolution. We received a $[redacted].16 bill but have been told we owe nothing. This needs urgent attention to avoid credit damage. Additionally, we need guidance on the dish in our yard - should we dispose of it or request DIRECTV to do so? Our account number is [redacted]70. - L. Stevens

I attempted to contact Investor Relations via the provided link but received a "URL NOT FOUND" error. Today, a tech named Luke came for a Dish Relocation, only burying the cord 1 1/2 inches instead of the required 5-6 inches. Due to this, the cord got snagged and severed. Despite reporting to Customer Service and speaking with Crystal and her supervisor Eric, a tech cannot come for almost 2 days. I requested cancellation of the service contract due to DirectTV's repeated failure to fix the issue properly. Eric was unable to waive the cancellation fees. I believe this warrants waiving the fees and cancelling the contract. Please, confirm via email when the cancellation fee is waived. We are available for a tech visit tomorrow morning due to prior commitments. After that, we have medical appointments as my husband suffers from ALS. Kindly resolve this issue by waiving the cancellation fee. Thank you. Brandis G. Email: [redacted]

I recently canceled my DirectTV services due to frequent outages during even light rain. Initially, I was informed by two representatives that if I paid the final bill, the early termination fee would be waived. However, after settling the bill, I was charged the termination fee. When I disputed this with a supervisor, I was promised a call back that never came. Upon further discussions, I was informed that none of my interactions were documented, implying that the previous representatives had misled me. Despite conflicting information from different supervisors, the charge was deemed valid. In my attempts to escalate the issue to corporate, I faced difficulty locating the appropriate contact. Subsequent conversations with DirectTV supervisors did not provide a resolution, and I was left with a $[redacted].00 termination fee. This frustrating experience has left me with a decision to refrain from using AT&T or their services in the future.

To whom it may concern, I am writing regarding my DirecTV account #[redacted]8. I mistakenly made a payment of $2,[redacted].00 to DirecTV instead of my mortgage company online. The payment was received by DirecTV on Oct 10th. After speaking to Sam ID SN 151M on the same day, I was informed that a refund check would be issued in 3 to 5 business days, which did not happen. Subsequently, on Oct 15th, I spoke to Abby ID VA [redacted] and Mark ID MS [redacted] K, who noted a refund request under claim #[redacted]. Later, on Oct 17th, Jay ID JAY 338C confirmed that the refund had been issued, and I should expect a check by Oct 30th. Despite these assurances, after speaking to five different representatives this morning, I received conflicting information about the processing status of the refund. I urgently need the funds to pay my overdue mortgage. This situation has been distressing, and I kindly request clarification on the current status of my refund. Sincerely, Elisabeth Anaky

I have noticed that your company sponsors CNN directly. Recently, the network's rhetoric has stirred controversy, with Don Lemon referring to America's "white men" as a significant terrorist threat. This type of statement has deeply upset both male and female viewers. Given that Caucasians constitute the majority in the country, there is a call for sponsors to withdraw support from CNN over such inflammatory remarks. It is crucial to address the concerns of all groups equally and not promote hate-filled narratives. Failure to respond to this request could have financial implications. It is important for your company to consider the impact of continuing to support a network that spreads divisive messaging.

I recently called Directv's customer service line and spoke with Anthony and Chavez. They attempted to check my credit score but couldn't due to it being locked. They advised me to contact Directv customer service for assistance. Upon speaking with Kat from the Philippine call center, I was informed that only a 5 MBS package is available in my area, which was not mentioned by Chavez and Anthony. I am frustrated and disappointed with Directv as a long-time customer since [redacted]. Whenever I contact them, I am routed to the Philippine call center, which adds to my dissatisfaction. I hope to resolve this issue soon. Thank you, Lorna [redacted].

My bill is considerably high, and I have faced misinformation from several customer service representatives. In response to this, I am considering installing an antenna to discontinue my service with DirecTV. Before the merger with AT&T, the company was decent, but now it appears poorly managed, possibly by individuals not based in the U.S. During my 35 attempts to contact customer service, I aimed to speak with an American representative for a company named American Telephone and Telegraph. The recurrent misinformation about my bill has left me frustrated, and I would prefer to speak with a senior representative, preferably not from a foreign location. It seems that there is a growing sentiment of dissatisfaction with the current state of the company, pointing towards it being mismanaged.

I would like to provide feedback on a recent customer service experience. I spent a considerable amount of time on the phone with a technician who had limitations in resolving my issue efficiently. Subsequent calls yielded similar results until finally, the third technician I spoke with was able to assist effectively in under 10 minutes. This technician demonstrated professionalism, clear communication, and confidence, qualities that are valued by customers like me who have been with the company for a long time. Consistent scripted interactions feel impersonal and robotic compared to the personalized and efficient assistance provided by this competent technician. It is important for the company to address and rectify such customer service discrepancies to retain loyal customers like myself.

I have contacted Customer Service five times in the past few weeks to request the license and insurance details needed by my HOA before installation. However, each time I call, I am transferred multiple times to representatives who have difficulty communicating in English and are not able to assist me. Without the necessary license and insurance information, the dish installation scheduled for today had to be postponed yet again. The technician, named Giovani, arrived without the required documents and a missing wireless box due to an alleged order error. Despite promises to return promptly with the correct equipment, Giovani left my home for hours without any update on the situation. I tried reaching out to Andrew, his supervisor, but received no response. After several unsuccessful attempts to resolve the issue and numerous frustrating phone calls, I have not been able to complete the installation process. The customer service I have received has been unacceptable, and at this point, I am considering canceling my service as the situation remains unresolved.

I have been a Directv customer for over 20 years, during which I upgraded my service periodically. However, lately, I have faced technical issues and poor responses from Customer Services. On 8/30/18, I decided to cancel my service due to dissatisfaction. I returned the equipment as instructed after speaking to a representative about my decision. Although I made two payments totaling $[redacted] in August, I received a bill for $[redacted].17 in October, which didn't provide a breakdown. I was informed this bill included a balance and an early cancellation fee. I contest the accuracy of this bill as I only acknowledge owing the balance. I question the $75.00 early cancellation fee and seek clarification. I am keen to discuss this bill, specifically the early cancellation fee and urge someone to explain further. You can reach me at [redacted]. Thank you.

I recently moved to a new address and experienced various issues during the process. I engaged with approximately seven customer service representatives across different departments. Eventually, on 09/22, I spoke with Brian, and he provided me with confirmation number BL037K. Brian assured me that my account would not be charged for the move. However, upon receiving my bill, I noticed that I was still being charged. After chatting with a supposed high-level supervisor who was unhelpful and unkind, I discovered she couldn't see the notes on my account that the other representatives could. Due to the promise made to me and the complications I faced during the move, I have decided not to pay this bill. I have halted autopay and will not settle the charges until my account is adjusted. I kindly request that someone capable of assisting me reach out as I cannot continue contacting the company daily.

After encountering multiple issues with my recent move and speaking with numerous customer service representatives, I finally reached Brian on 09/22 using confirmation number BL037K. Brian assured me that I wouldn't be charged for the move. However, upon receiving my bill, I noticed that I was still being billed. During a chat with a supervisor, I was informed they couldn't see the notes on my account, which contradicted what previous reps had mentioned. Due to the unfulfilled promise and the problems I faced with the move, I have decided to withhold payment until my account is appropriately credited. I have halted my autopay as well. I kindly request a competent representative to assist me in resolving this matter as contacting the company frequently has become cumbersome for me.

After moving to a new address, I encountered various problems with the process. Over multiple calls with approximately 7 customer service representatives, I eventually connected with Brian on 09/22, referencing confirmation number BL037K, assuring me that I wouldn't be charged for the move. Upon receiving the bill, I discovered that the charge was still applied. During a chat session, I dealt with a supposed high-level supervisor who was unhelpful and impolite, claiming an inability to view notes on my account while previous representatives could. Due to the promised waiver and the challenges faced during the move, I have ceased autopay and will withhold payment until the charge is credited. I am seeking assistance from a competent representative as frequent contact with the company is untenable for me.

I was a Directv customer for over 20 years and regularly upgraded my service. Over the past few months, I faced technical issues and poor customer service responses. As a result, on 8/30/18, I decided to cancel my service due to dissatisfaction. Following the cancellation, I returned the equipment as instructed. Despite making two payments totaling $[redacted] in August, I received a bill for $[redacted].17 in October, which did not clearly outline the charges. After inquiring, I was informed that the bill included a balance and an early cancellation fee. I contest the accuracy of the bill and specifically question the $75.00 early cancellation charge. I seek clarification on these charges and wish to discuss this matter further with a representative. My contact number is [redacted], and my email address is logged for communication purposes.

I recently moved to a new address and encountered numerous issues during the process. After speaking with approximately 7 customer service representatives from various departments, I finally spoke with Brian on 09/22. He provided me with confirmation number BL037K and assured me that my account would not be billed for the move. However, upon receiving my bill, I discovered that I was still being charged. During a subsequent chat, I interacted with a supervisor who claimed to be the highest I could speak to but was unhelpful and unfriendly. She mentioned not being able to view notes on my account, although previous representatives could. I have decided not to pay the bill as I was guaranteed no charges and faced numerous issues with the move. I've ceased autopay and will wait for the credit to be applied before making any payments. I kindly request for a more capable individual to reach out to me as I find it challenging to reach your company every other day.

11-5-18 I'm writing regarding my account number [redacted]5. I made a payment online in either March or May [redacted], where there was an issue with the expiration date causing the payment not to go through. Despite this, I never received any communication from your team. Only later did I realize the problem and reached out to you. Since then, I have been unable to pay my bill online, which is very inconvenient as I typically handle all my payments this way without any trouble, except with DirecTV. It's been November [redacted] and I still can't pay online, which is frustrating and not how a good client should be treated. I have a good payment history, so there shouldn't be any issues accepting my payments online. Your customer service representatives have been telling me since August that next month I'll be able to pay online, but that hasn't happened. I use the same card that I've always used with your company. This situation needs to be resolved so I can pay online, just like I do with my other bills. I am very dissatisfied with this ongoing problem. Thank you, Cathryn A. [redacted] [redacted]

I spoke to a representative at the state fair in Kentucky who assured us that he would be our dedicated contact for any issues with our new Direct TV service. Despite opening a new account as suggested, we continue to experience the same problems as before during the installation. Attempts to reach out were often unsuccessful, with promised callbacks for solutions not materializing and scheduled technician visits not happening. The customer service experience via the [redacted] number was frustrating, as it was difficult to speak with a person and we were sometimes abruptly disconnected when seeking assistance. During attempts to address billing concerns, representatives hung up on me when informed of our ongoing service issues. The lack of functioning HD service since installation has required setting up dual options for each channel, HD and non-HD, just to watch TV. It is disappointing to encounter such unprofessional and unhelpful behavior from customer service representatives. Any assistance in resolving our service problems would be greatly appreciated.

I recently cancelled my Directv service due to high costs but ended up signing up again for a promotional price. However, my first bill showed a much higher amount than expected. After spending hours on the phone with multiple representatives, I received conflicting information about how to resolve the issue. I do not want to cancel and re-sign due to potential fees. I am frustrated with the lack of assistance and would appreciate guidance on how to resolve this billing error promptly.

Account Number: [redacted]7 On September 5, [redacted], I contacted to arrange the moving of my service to my new residence. Despite a DirecTV dish already being installed at my new place, it was not secured properly as it was mounted on a two by four. I was initially quoted $[redacted] for the move, but after disputing it, I received a $50 credit. The technician was unable to complete the installation on the scheduled date as the utilities needed marking, which I had to arrange. This process had to be rescheduled multiple times, resulting in wasted vacation time. The final installation also faced issues, causing further inconvenience. Despite my efforts, the incorrect charge for the move is still on my bill. I have spent a considerable amount of time and energy rectifying this situation and would like to know how DirecTV plans to compensate for my lost time. I await your prompt response and a resolution to this matter before resorting to seeking external assistance. You can contact me via email at [redacted] or by phone at [redacted]. Thank you, Nicol Foster

As a long-time DirecTV customer of 20 years, when my service went out, I contacted DirecTV for help. I was informed that a technician could only come out in 3 weeks, which was unacceptable to me. Subsequently, I decided to cancel my service and switch to Dish. On 9/3/18, a statement reflected a $50.06 credit due to me, which was to be refunded via check. I then returned my equipment in the provided box. Later, I received a statement claiming I owed $[redacted].49, consisting of a $[redacted].55 charge for unreturned equipment minus the $50.06 credit. When I called DirecTV on 10-3-18 at 1:15 pm and spoke with Fred, he discovered that the equipment was at the warehouse but had not been inventoried, causing the billing discrepancy. Fred assured me the unreturned equipment charge would be removed, and I was to receive a $50.06 refund. Despite Fred's promises, I never received the check, and the billing issues persist. Repeated attempts to resolve this with DirecTV over the phone have been unsuccessful. I seek assistance in permanently removing the erroneous charge and receiving the owed $50.06 check. Thank you, Jim L.