DirecTV Customer Service Issues

I have been struggling to delay an installation that is scheduled, reaching out to various departments today without success. Due to health issues and upcoming hospital treatment, I need to postpone the service until I am back home. Dealing with customer service this morning was frustrating as I couldn't get a clear answer or proper assistance. Please locate and cancel the service order at my address. If I decide to switch services in the future, I will reach out then. Regarding the $19.00 deposit I made at the start, you can handle it as needed. My experience trying to seek help and navigate through your company's departments has been disappointing, leaving me hesitant about pursuing service with Direct T.V. in the future. Thank you. - Dianne M. Katscher

I called to inquire about why I couldn't find the movie "A Star is Born" on demand. I was informed that it's not available for rent as it's now on HBO. Initially, I agreed to subscribe to HBO at $7.99 per month for 12 months, but later decided to purchase the movie for $21.99. Upon checking, HBO is still active on my account. Kindly remove it promptly as I no longer need it since I bought the movie. Feel free to contact me via call or email. Thanks. - Susan F. Account # [redacted], [redacted]

I am looking to cancel my cable service. Last month, my bill increased from $82.37 to $[redacted].07. After speaking with a representative, I was advised to pay $88.07 with the assurance that this would be my monthly rate for the next 12 months. Despite expressing my lack of trust in the company, I complied. However, on Friday, the 7th, I received a disconnect notice scheduled for Monday, the 10th. It seems like there was a misunderstanding or miscommunication.

Good morning, On May 7th, I had a live chat with one of your representatives, Victoria, because my receiver was not working. Victoria suggested upgrading to the Genie receiver at no cost, with free installation. I have written confirmation of this offer and can send it to you as a .pdf file if needed. She assured me that both the installation and the new receiver were free. However, my most recent DirecTV bill shows an additional $30 charge for services and a new receiver, contrary to what was agreed upon. I would like to have the $33.74 charge removed from my invoice, as per the agreement made during the chat on 5/7. My DirecTV account number is [redacted]8. I expect to only pay the regular monthly fee for the Select package. I look forward to resolving this matter with you promptly. Thank you, Ellen A.

I lost access to my NBC channel (WPMI) about a week ago. I hesitated to reach out earlier thinking the dispute would be resolved. I contacted Direct TV about getting an alternative NBC station from a different time zone. After a helpful conversation with Ms. Lynn, she guided me to "tvpromise.com" for more information. I now understand the situation better. It seems unreasonable for a company like "Deerfield" to dictate terms to your company by threatening to block channels unless fees are paid. I support your stance on this issue and will seek ways to receive NBC/WPMI, as it is a free-to-air channel. It's important to stand against such behavior, as our President often mentions. Thank you.

Our receiver was damaged by a lightning strike. I contacted Direct TV and spent three hours on the phone trying to request a new receiver and schedule a technician to install it. We have one account with two service locations, but it seems no one understood that the new receiver was needed at the secondary address, which is different from the billing address. As of now, we still don't have a receiver or service, and we received an email incorrectly stating we had moved. They attempted to start new service yesterday, which isn't possible when service already exists at the address. Additionally, they inexplicably cut off service at our primary residence. We require a new receiver for the secondary location and reinstatement of the paid service at the primary location.

My husband and I recently relocated from Raleigh, NC, to Galveston, TX, due to job changes. We had Directv service in Raleigh for about 10 months. However, upon canceling the service, we were surprised to receive an early cancellation bill of $[redacted].01. Despite explaining our situation to the DirectTV agent, we were assured the account was closed and paid in full. Unfortunately, amidst the chaos of moving, we overlooked returning the DirecTV equipment. We kindly request assistance in resolving the bill and sending us a return box for the equipment. Your prompt attention to this matter would be greatly appreciated. Thank you. [redacted] - AS

I am writing to express my dissatisfaction with the collection letter I received from IC Systems on behalf of DirecTV. They claim I owe $[redacted].47, but I never opened an account with DirecTV in [redacted]; the last time I had an account was in [redacted]. I have been a loyal Comcast customer since [redacted]. If this alleged debt is reported to any credit bureau, I will take legal action. I request that DirecTV cease all collection activities as I do not owe them any money. - Carl McCraw 6/19/[redacted]

Subject: Assistance Needed for Account [redacted]77 - Martha F. Hello, I have been attempting to modify my services but have encountered difficulty due to an "open order." Despite spending a considerable amount of time speaking with various representatives, I have not been able to resolve this issue. I recently experienced a two-week service outage due to delays in receiving a new remote, and I am frustrated with the level of customer service I have received thus far. I would appreciate assistance in canceling my movies pack (item3) and protection plan (item 10). Additionally, I would like to discuss the potential cancellation of item 8, which pertains to HD services. This has been an exceptionally challenging experience for me, and I hope we can address these concerns promptly. Please reach out to Martha F. and Steve C. (authorized speaker) on the account. Thank you.

I want to address a serious concern about the customer support service I received. They offered to send a technician for a fee to fix equipment or software, which I do not own. Then, they called me trying to convince me that my equipment was defective and needed updating for a fee. Moreover, they requested my SSN and DOB, which raises identity theft concerns. I believe this behavior is unacceptable, and I hope it can be rectified promptly.

I have been dealing with an issue regarding Direct TV since February [redacted]. I mailed them a payment for February, they claimed they didn't receive it, so I paid online. Later, I realized the original check did clear on 2/15/19. Despite multiple attempts to resolve this, I haven't heard back. After sending a dispute with my bank statement as proof, I received an email asking me to dispute again through a link that doesn't work. It's frustrating as they say only their banking department can handle it. I'm considering canceling, but I fear losing the money. I feel neglected and insignificant to them. Many others share similar service complaints post AT&T's acquisition of Direct TV. Despite my efforts, the situation remains unresolved.

The service technician did not arrive on June 22nd, and after rescheduling for June 29th, I was forced to reschedule for Monday, July 1st. I received an email stating that the installation would take place between 9 to 11 am. Once again, AT&T DirecTV was a no-show, and I was home all day. This is the second time this has happened. The initial order was placed around 6 weeks ago at the Huber Heights, Ohio retail store on Old Troy Pike. When I tried to access the website from the initial email they sent, it kept asking for a user ID and password. I received three different text messages with three different codes, which was very confusing as to which one to enter. I am done with emails. Please contact me at [redacted] Monday to Friday from 7 am to 5 pm.

I moved from [redacted] Palawan Way Apt [redacted] Marina Del Rey, CA [redacted] to [redacted] McCardle Way, Santee, CA [redacted] in [redacted]. After suspending my DirectTV service, it was reactivated in [redacted] or [redacted] and currently active at my Santee address, paid by Janet Guynes's debit/credit card. I recently found the DirectTV box in storage and wondering if I can return it for a credit. If possible, how much credit would I receive? Can I keep it as a third box and use it now? Will there be a service charge for using a third box? The model is HR34-[redacted], manufactured on 19/05/[redacted]. I'd like to know if the recordings stored on it can still be watched and if it's compatible with the current box. You can contact me via email at [redacted] or leave a message at [redacted] for Janet. Thank you. - Janet

I had four receivers with my DirecTV service for several years. Upon cancelling, they requested I return five receivers, even though I only had four. After contacting DirecTV, they confirmed I only had four and told me not to worry about the extra one. I returned the four receivers as instructed. However, I then received another email from DirecTV asking for the fifth receiver, which I didn't possess. Upon contacting them again, they reassured me I didn't need to return it. Now, I have received an invoice from AT&T for not returning the fifth receiver. I am concerned about the impact on my credit rating due to this erroneous charge.

John Jamieson [redacted] N 83rd Ave. Apt. [redacted] Peoria, AZ [redacted] July 6, [redacted] Mr. Randall Stephenson Chief Financial Officer DirecTV Headquarters [redacted] E. Imperial Hwy El Segundo, CA [redacted] Dear Mr. Stephenson, I have been a loyal customer of DirecTV for 11 years. However, my recent experiences with your customer service department have been disappointing. Despite several escalated complaints since March, promising a tape review and resolutions, no actions have been taken. Even after speaking to a rep named Kelly or Kimberly in June who assured me my new bill would be $[redacted], my bill remains incorrect. During my recent call, I was informed all escalations were closed, leaving me frustrated and considering switching to COX. All I ask is for the promised actions to be fulfilled by reviewing the tape as agreed. If I do not hear back within 5 business days, I will have no choice but to file a complaint with the FCC and local news stations. Kind regards, John Jamieson

I want to share my experience regarding the confusion with my wireless and DirecTV payments from May 01, [redacted]. The customer service representative assured me that the total amount for both bills was $59.85. Despite repeatedly seeking confirmation, I was assured that this amount covered both bills. I made it clear that if the bill was incorrect, the representative would be accountable. However, a month later, my wireless service was threatened due to the outstanding DirecTV payment. I have been struggling to make my concerns heard. I believe the customer service representative should take responsibility for the confusion and resolve the issue with both bills promptly. Thank you for your attention. Signed, Ms. W. McDyess.

After relocating from Spokane Valley, Washington to Longview, Texas, I maintained my DIRECTV service. Recently, I inquired about the end date of my service contract and was informed that I still have another year remaining. This conflicts with my understanding as when I moved to Big Sandy, Texas from Longview, I had completed one year and had one more to go, which should now be concluded. I am frustrated by this discrepancy and feel the need to speak with a representative before taking further action. Despite attempting to contact the corporate office using the provided number, I discovered it's disconnected. I have tried alternative numbers to no avail, unable to connect with a person who can assist me in obtaining the corporate office's contact details.

I was looking forward to receiving a complimentary HE upgrade box, scheduled to arrive on 7/11. However, I noticed a charge on my account for the supposedly "free" box and an unnecessary installer appointment has been arranged. I only need the box to replace an existing one and do not require an installer. I have contacted customer service three times regarding this issue and I am becoming frustrated. Can this be resolved promptly? Order number [redacted]74.

As long-time customers of AT&T with DirectTV, cell phone service, and internet on the way, we are disappointed by the loss of some favorite channels. When inquiring about reinstatement, the unhelpful customer service response was disheartening. Seeking information on when the channels will return, we are open to a discount or free movie channels to offset the inconvenience. While hesitant to switch providers, resolution is essential. A return call to discuss this matter further would be appreciated. Thank you, S. and E. DeSantis

Currently, WWLP has been removed from the air due to a contract dispute, depriving us of an NBC channel. Since we already receive local news from Springfield, MA for CBS and ABC, it would be beneficial to switch to NBC from Boston, MA. This change would allow us to regain access to NBC and stay informed about important matters in our State Capital. The absence of NBC is causing inconvenience, and transitioning to NBC from Boston could easily resolve this issue. Let's be straightforward - it's just a matter of flipping a switch.