DirecTV Customer Service Issues

When accessing streaming channels on my desktop computer, I encounter a display issue where a black square box appears, preventing me from selecting any channels. This problem persists despite having previously reported it and being assured it would be resolved. On my mobile phone, all channels are accessible without this issue. I am entitled to view my channels on two devices of my choice, and I have selected my computer and mobile phone for streaming. The network grid on the computer does not display the channels as it does on my phone, with some premium channels listed separately. I do not subscribe to Starz but it appears as an exception on the desktop. My mobile phone currently displays the correct channel lineup.

In August [redacted], I visited the Att n T [redacted] store to set up a Direct TV account. However, after the technician's visit revealed that my apartment's orientation was not suitable for the satellite, I returned to the store to switch to Uverse. They assured me they would cancel the Direct TV account. Due to family emergencies, I didn't check on the cancellation status. I recently noticed charges on my statement for Direct TV since [redacted], a service I haven't been using. I don't even have an active Direct TV account. I kindly request a refund for these charges and to cease automatic payments from my debit card.

My two-year service commitment is ending on 01/18/[redacted], and I wanted to inform you that I will be canceling my service with Directv as of the same date. Please get in touch with me regarding the return of your equipment: 1 Genie Gen 3, 1 wireless video bridge, 3 wireless Genie Minis. The contract is under the name of John M., phone number [redacted], and the service address is [redacted] Mayfair Lane, Grants Pass, Oregon [redacted]. After signing the original contract in 01/18/[redacted] for the premium package at $[redacted].00 per month for two years, I was disappointed to learn that AT&T would increase the price if I didn't include the wireless service. Despite my attempt to return the equipment, a representative mentioned a fee for exiting the contract, but eventually offered a reduced price of approximately $[redacted].00 for an additional 12 months. It seemed unfair that I had to negotiate to lower my bill after you changed the terms mid-contract. Nonetheless, I have fulfilled the remaining contract time and I am ending my service with Directv.

Subject: Disappointing Experience with Your Company I am reaching out to express my extreme disappointment with the way my situation was handled by your company. On July 3, [redacted], I was residing at 8 Regal Court, Hamilton, NJ [redacted] when my daughter was diagnosed with Stage 3 Lymphoblastic Lymphoma. Due to this, we had to sell our house, move in with my parents to support our daughter through treatment, and I lost my job. I had to suspend your service, as I was told it was the only option due to being under contract. Despite providing documentation of our circumstances, I was still pursued by collections for around $[redacted]. My family is struggling to pay for my daughter's chemotherapy, and it is disheartening to be treated this way during such a difficult time. I hope for a resolution and also wish the CEO of DirectTV a healthy life with their family. Feel free to reach out to me at the given contact information. Sincerely, Jennifer S. (B.)

My bill nearly doubled, so I contacted the Retention Department. They offered a $20 reduction, which was not enough, so I decided to cancel. The day after returning my equipment to DirecTV, a specialist from the Retention Department called and proposed to reinstate my original bundle at the same price. However, I was informed that I would need to start a new account and commit to a 2-year agreement to access this deal since I had already sent back the equipment. I expressed my frustration as a loyal customer for 8 years and felt it was unfair to be put in this situation. The experience with the Retention Department has left me disappointed, and I am considering switching to another provider despite missing AT&T/DirecTV's services. I wish the initial specialist had offered to maintain my services at the same price, as it would have prevented this situation. While I doubt AT&T/DirecTV will restore my original account, I would consider returning if they were to offer the same services at the previous price for a year.

Hello, my name is Laura Thompson. I recently received a phone from your company with Enrollment ID number 89-[redacted]. I had switched my services to SafeLink, but my friend had already ordered a phone for me. I returned the SafeLink phone and then received one from you in the mail. I have been trying to contact you without success to rectify this situation. I am not in need of another phone as I am currently using the one you sent. I have documented all the information and the phone I received in a video. I am having difficulties with the enrollment process as it keeps indicating my DSHS client ID is incorrect. Please, I urgently need to speak with someone regarding this matter. Kindly reach out to me at Laura Thompson, [redacted] Thank you for your prompt assistance. - Laura

I had a troubling encounter with one of the sales and service representatives at your booth in Indianapolis. Zack Myers, affiliated with both Direct TV and Dish TV, engaged me in conversation about switching from Dish to Direct TV for a better rate. He assured me they would cover any penalties and handle the transition seamlessly. However, after installation, I realized Dish TV would charge me a penalty and a fee for returning equipment. Despite Zack promising to address this with Dish, no action has been taken. I have attempted to reach Zack multiple times without success. It's disappointing to feel misled, believing his main goal was a sale rather than honest service. I hope to receive a response to my concerns. - Jerry D. Gash [redacted], N. [redacted] East Rd. Hammond, Il. [redacted] Phone: [redacted]

Hello, my name is Christian I. I have been a loyal customer since [redacted]. Despite a few previous issues, the current problem is intolerable, leading me to consider switching to a more convenient and cost-effective provider. I have safeguarded specific shows as "do not delete" for over 3 years. However, my mini genie started recording numerous unknown programs, erasing my most cherished saved shows and movies. Artificial intelligence has been irresponsibly deleting my saved shows and movies, including performances by deceased loved ones. Even after attempting to delete unwanted content, I received an error message claiming someone in another room was watching, which is not the case. This ongoing situation is distressing. I am requesting 1 year of complimentary service as a gesture of goodwill to compensate for the significant disappointment. While no sum can replace my lost memories, this would be a step in the right direction for a faithful customer. If my email and request go unanswered, I will terminate my service, discontinue the use of AT&T products, and share my experience on social media. This is not a threat but a resolution to a regrettable circumstance. Thank you, Christian

I have been disputing a service charge, and yesterday, a representative waived it after I agreed to sign up for a protection plan. My account number is [redacted], under the name Thomas Townsend. I prefer if D-TV resolves issues at no cost when it's not the customer's fault, like in my case (Error [redacted] where the tech only serviced the dish, not the wiring). I hope the policy aligns with what I was informed by the representative, Chris, that not all service calls incur charges. This was not mentioned when I reported the issue or when the technician arrived. I'm willing to pay for faults on my end. Due to financial constraints, I cannot currently afford the Protection Plan. I request for the service charge to remain waived (approximately $40.05) and for the Protection Plan to be put on hold until I can afford it better. While I may not be a perfect customer, my history with D-TV should be considered. If all service calls are billable, even for issues not caused by the customer, I might have to reconsider my subscription. I am reachable at [redacted] or via email at [redacted] Thank you.

Representative promised I would get back both Starz and Showtime with no added fee, but I only received Starz back and was charged an extra fee. Please see the chat transcript below: Reference Number: [redacted] Date/Time: [redacted]-02-05 20:29:40 Your chat transcript: AT&T: Hi, I’m AT&T’s automated virtual assistant. How can I help you today? Me: Why did I lose Starz? AT&T: Hmmm. Could you rephrase your question? Virtual Assistants understand simple questions best. Me: No more Starz TV. AT&T: Oh no! Visit our Troubleshooting tool to get started on fixing this right away! Me: Crap, give me a human. AT&T: Let me get you to a specialist. Please tell us your first name. Me: Adam AT&T: Thank you. You will now be connected to a specialist for device support. And so on.

I recently received a call from a representative claiming to be from DIRECTV AT&T offering me a special deal due to my loyalty as a customer for 21 years. He said my bill would be reduced to $59.99 for two years with premium channels, if I paid for five months upfront. He insisted I use an eBay gift card from a local store to make the payment, suggesting this was a valid promotion. However, when I contacted the official DIRECTV number, they were unaware of any such offer. I feel scammed out of $[redacted] and request a refund. I urge DIRECTV to investigate this matter promptly. Thank you.

As a Direct TV subscriber, I am in the process of relocating to a new spot within the same RV Park. Upon contacting Direct TV to arrange the move, I was informed of a $49.00 moving charge. I believe this fee should be waived, as I am a loyal customer. I am reluctant to incur this cost, particularly since I am leaving the dish at the old location, which is mounted in cement on a pole. If Direct TV values my business, I urge them to reconsider charging me for this relocation fee. Additionally, I find the pricing of the basic channels (Select Package) at $[redacted] per month to be unreasonable, given the repetitive nature of the programming. The channel lineup featuring shows like futurama and American dad, alongside numerous advertisements and reality programs, does not justify the high monthly cost. My primary concern remains the $49.00 moving charge.

February 10, [redacted] Mr. David Knox DirecTV Regional Sales Manager DirecTV Customer Service David, My wife and I were loyal DirecTV customers from August [redacted] through September [redacted]. We thoroughly enjoyed the DirecTV experience over local cable services and appreciated the occasional bill credits and product upgrades due to our loyalty. We proudly recommended DirecTV to our friends and family. During a conversation with you at Sam's Club on February 8, [redacted], you mentioned that switching to DirecTV would come with a $[redacted] gift card from Sam's Club. You assured us that canceling our Dish Network contract would be easy and cost only $70 in $10 monthly installments. However, upon contacting Dish, we learned the termination fee would be $[redacted] due to early termination charges and a disconnection fee. We are willing to pay the $70 termination fee promised, but the additional $[redacted] we were not informed about is disappointing. We kindly request DirecTV to compensate us for this oversight. Sincerely, Vance & Kristie Brumbaugh [redacted] Bluestone Dr Bluefield, VA [redacted] [redacted]/[redacted]

I am reaching out regarding my Direct TV account with the phone number [redacted] and service address at [redacted] N Woods Sherman TX, billed to Beth Montgomery at PO Box [redacted] Austin, TX [redacted]. I have been facing issues with conflicting billing information between online statements and actual charges that include unauthorized increases. Despite numerous escalations and discussions with representatives since November [redacted], the promised rate adjustment has not been reflected in the bills, and instead, I am being asked to pay more each month. A recent demand for a past due balance of $[redacted], which I believe is unjustified, has left me frustrated. I was offered free HBO and Showtime for 12 months to retain my account, but the agreed-upon rate adjustment has not been implemented. I have diligently made payments in good faith, exceeding the agreed amount each month while awaiting the correction. Three months have passed without a resolution or adjustment to my billing, causing financial strain as the current charges are beyond my budget constraints, especially as I manage this account on behalf of an elderly family member. I have requested to suspend the account temporarily for a reduced fee until I am back at the service address permanently. Despite assurances, every attempt to seek clarification ends with being rerouted and disconnected, complicating the situation further. I seek a fair resolution by reverting to the original promotional rate agreed upon annually, without any unjustified fees. Your prompt attention to this matter is appreciated. Thank you. - B. Montgomery

I have contacted Direct TV seven times in the past two weeks regarding subscribing, installation, missed appointments, and now incorrect billing. My installation appointments were missed twice without any communication or apologies. When the installation finally took place on the third scheduled date, they tried to upsell me on wireless options, contradicting what I was previously told about additional costs. After a lengthy discussion, I was informed of a $99 one-time installation fee, despite being assured there would be none by a technician. My first bill shows multiple charges not agreed upon. Additionally, the promised $5.00 monthly automatic billing discount and $10.00 bundling credit are missing. The LG phone and $[redacted] Visa card promised upon signing up have not been received. This experience has been incredibly frustrating, with over 11 hours spent on calls to resolve these issues in my first month as a customer. I am exploring alternative providers and expect Direct TV to fully reimburse any incurred costs due to these challenges.

I'm trying to find out when my DirecTV contract ends. It's frustrating how long it takes to connect to customer service via chat. Can someone please assist me in understanding the charges for March [redacted] and confirm if I'm enrolled in the MLB package for this year? I hope to get a chat representative soon as it has taken multiple hours over the past two days to get through. Any help would be appreciated.

I have been wrongly charged for services that were supposed to be free. When I reached out to customer service, I was redirected to tech support. I spent 1.25 hours on the phone with David. I asked for an updated bill but was initially promised it would be sent via email/mail, only to later be denied. They instructed me to pay my regular bill amount and said the updated bill would be included in the next billing cycle. They even claimed I missed a payment the previous month, despite me having all the details. Furthermore, they sent me a link on how to interpret my bill, which felt unnecessary. As someone in the healthcare industry, I would never treat my clients the way I was treated. I'll continue to pay my regular bill, but if DirecTV's mistake affects my credit, we'll have to wait and see. It's disappointing how the service has deteriorated since AT&T took over DirecTV.

Dear DirectTV Customer Service, I purchased a Samsung HD TV from Costco on 9/29/[redacted] and was misled by the DirectTV salesperson about HD stations available. The technician later confirmed DirectTV only had limited HD channels. I contacted Shakira from the Cancelation Loyalty Team on 10/05/[redacted] to cancel my contract without fees due to the misinformation. Despite assurances, I was billed $[redacted].90. Jerome from Customer Service acknowledged the notes in my file and promised a zero balance. I declined a special offer by 10/06/[redacted], assuming the cancellation was in progress per Jerome's guidance. Although I returned the equipment to The UPS Store #[redacted] in Manteca, CA. on 10/16/[redacted], I am still receiving bills. I request a resolution based on the records and notes left by Shakira and Jerome. Account Number: [redacted]8 Thank you, James F.

On 2/20/19, I have an appointment for a replacement of a failed genie box hard drive. Despite it being set up as a professional installation, it's a replacement, not new. I want to ensure my account reflects this. This issue began on 2/15/19 with failed shipments of the genie box twice. I was promised an investigation. Abby, employee #AR216C, has been supportive and confirmed no fees for the installation, and adjustments will be made for the upcoming bill due to this issue. I appreciate any feedback on this matter. Thank you.

I recently received a bill that was addressed to me, but I haven't lived in the service area since [redacted]. The bill is under the name Andrew J Denton, account number [redacted]8, reference number [redacted]78, and the amount is $[redacted].90. I followed the advice given by customer service and filed a dispute on the directv.com website and also contacted the state troopers in the service area. I believe my identity might have been stolen as I did not set up this service in July [redacted]. Currently, I reside with my daughter Tonya M Reynolds-Shutt in Greenfield Center, NY. I am reaching out to ensure that I have taken all the necessary steps to address this issue and that the erroneous bill will be corrected promptly. Due to being on a fixed income, it's crucial to resolve this matter as soon as possible. Thank you for your assistance in resolving this discrepancy.