DirecTV Customer Service Issues

On Thursday, September 12, [redacted], I contacted Direct TV to reinstall my dish due to a new roof installation. I was scheduled for Saturday, September 14, [redacted], between 8:00 AM and 12:00 PM. At 11:45 AM, the technician called to inform me of a delay until 1:00 PM, causing inconvenience. Despite contacting Customer Service, a supervisor did not reach out as promised. After several calls, I finally got a new appointment for Monday, September 16, [redacted]. The lack of professionalism displayed by the company was disappointing. I have been in customer service for 34 years and would switch providers if possible. Hopefully, Spectrum or another cable company will be available in my area soon. I await a response but am unsure if I will receive one. Dissatisfied, Patrick Smith #[redacted]6.

I have made multiple attempts to resolve this matter with AT&T regarding billing issues for a DirecTV account under Shirley Clem's name at [redacted] Russel Ave., Fort Wayne, Indiana, [redacted]. I opened the account for her using her personal details while she was recovering from an injury. All bills were paid using her credit card ending in #>>>>>>>[redacted] until she changed it to #>>>>>>>[redacted] in May of last year. Despite providing evidence of payments through credit card statements, Shirley has been informed that her payments were not received since May [redacted], leading to service interruptions. This has caused her frustration, and she has ultimately canceled her DirecTV subscription. To add to the confusion, I am now being charged for payments that have already been made, with no clear explanation from AT&T. I lodged a complaint on 8/15/[redacted] (incident #[redacted]60) but have yet to receive a response. The payments in question are as follows: - August 31: $62.58 - July 1, [redacted]: $62.58 (reference # 9HRNCPS5) - June 1, [redacted]: $66.83 (reference # YHRDPVS5) - May 8, [redacted]: $[redacted].61 (reference # N4C83LS5) I urge AT&T to address this issue promptly to avoid further action. Please respond promptly. Jack V. ~ [redacted]

I received a bill for $[redacted].97 for an incorrectly done installation. I contacted Directv on July 16th, [redacted], requesting the "4K" package. The technician who came to install the equipment assured me it was 4K ready. However, upon testing the service, I discovered it was not. The equipment had to be swapped for the correct one. Despite multiple promises from customer service to credit the amount, the issue remains unresolved after two months. I am now considering canceling the service without incurring early termination fees due to the incorrect service and equipment provided. I am disappointed by the unfulfilled promises and lack of resolution.

I have received a bill for $***.** for an installation that was initially done incorrectly. Contacted Directv on July **th, **** to request the "*K" package. The technician installed the equipment, assuring it was "*K" ready. However, after attempting to use the service, it was discovered that the original equipment was not compatible. Another technician came out to replace it. Despite multiple promises from customer service and supervisors that the charges would be credited, nothing has been resolved in the past 6 months. At this point, I am requesting to cancel the service without early termination fees due to the ongoing issues with incorrect service and equipment.

I have reached out multiple times without receiving any response. I have made several attempts to resolve the issue with AT&T, which is now billing me for problems that have already been resolved. Regarding the DirecTV account # [redacted]15 owned by Shirley Clem of [redacted] Russel Ave., Fort Wayne, Indiana, [redacted], I, as her representative, opened this account for her while she was recovering from a broken hip and unable to leave her house. All billing was on her credit card, ending in #>>>>>>>[redacted], until she changed it to #>>>>>>>>[redacted] in May last year. Despite providing credit card statements proving all bills were paid, she was informed her payments since May [redacted] were not received, leading to a service interruption. After reactivating her service and setting up automatic payments, the account fell into arrears again with no explanation. To make matters worse, my account is being charged for payments that were already made, with no response to my inquiries. The incident number for my inquiry is #[redacted]60 filed on 8/15/[redacted], but I have not received any updates on this issue. Charges have been made on my account for August 31 ($62.58), July 1, [redacted] ($62.58), June 1, [redacted] ($66.83), and May 8, [redacted] ($[redacted].61) under account # [redacted]15 for DirecTV. I request a prompt response before further action is taken. Sincerely, Jack Vaught Email: [redacted]

I canceled my account on May 2, [redacted], and was provided ticket number [redacted]a. Although I was assured I owed nothing after May 20th, two unauthorized payments have been deducted from my account since then. Despite numerous calls and promises of a refund, I have not received the $[redacted] due to me. Following calls on July 11 with Dee and August 13 with Jayson (ticket number [redacted]), I was told the issue would be rectified, yet the promised check never arrived. Subsequent calls with Kelly and Amber only yielded more promises and delays. I have been a loyal customer for many years and believe I should promptly receive the refund owed. The account is under initials M. M. at [redacted] Atchison Avenue, Whiting, In [redacted]. Please send the refund to my new address at [redacted] W Old Ridge Road, Hobart, In. [redacted]. Contact me at [redacted]

I contacted Direct TV's loyalty department on August 20, [redacted], to address a $60 increase in my monthly bill. I spoke with Basil, who reevaluated our package and channels and quoted a new monthly cost of $96. Later, our sports channels disappeared, so I called the loyalty division and spoke with Albert. He clarified that Basil had made an error regarding the Golf channel but reinstated the sports package for the agreed-upon $96. However, he couldn't re-add the Golf channel as Basil promised. This issue consumed 4 hours of my time on the phone with Direct TV. After comparing packages and costs with Dish, my family has decided to switch our TV service after being with Direct for over 20 years. We found that Dish offers more channels, better technology, and a lower price. As the saying goes, a happy customer tells one person, but an unhappy one tells twenty. It seems that AT&T doesn't grasp this concept...

A few months back, a technician visited my home to work on my Directv system. During the visit, it was recommended that I upgrade my receivers. Following up on this advice, I called earlier this week to proceed with the upgrade. During the call, I was assured that the receivers would be sent to me and a technician would assist with the installation, at no extra cost. Yesterday, a technician arrived at 4pm for the installation but faced confusion about the appointment details. It was revealed that there would be an additional monthly charge for the new receivers, which was unexpected. Despite attempting to install them, he encountered issues and left, promising to return today between 12-4pm. When he didn't show up, I contacted Directv at 4pm, and they had no record of the second appointment. After multiple conversations, they promised to send someone urgently. I was informed a technician would arrive by 8pm but received no visit. After another call at 8:30pm, they rescheduled for 8am-12pm the next day. I have been a loyal Directv customer for approximately 20 years, but this experience has left me reconsidering my subscription.

As a subscriber who recently relocated from California to Arizona, I have encountered significant issues with my TV service. The technician did not arrive at the scheduled time for my move, resulting in a rescheduled appointment over a month later. During this time, I have been inconvenienced by watching TV solely on the DirecTv app. Today, I was shocked to find out that I could no longer access the app due to my equipment not being connected. Despite paying my monthly fees, I am frustrated by this lack of service. I have used the app until yesterday without a problem, so why am I suddenly unable to use it? I am disappointed in the explanation provided during my recent phone call. I am questioning the value of continuing to use DirecTv as my service provider.

I am seeking advice regarding issues I encountered after canceling my service with Direct TV. As a retiree from a telecommunications company, I am approaching 80 years old and now have access to discounted cable services from my previous employer. Despite my positive experience with Direct TV in the past, it makes more sense financially to switch to the discounted service. Upon canceling my Direct TV subscription, I followed the process of returning the receiver as instructed. However, unexpectedly, I received a bill from a collection agency, Credence, for $[redacted].80, which is more than my monthly service cost. I have tried contacting Direct TV multiple times but have been unable to receive clarification on the charges. I am concerned about the impact on my credit score and wish to resolve this issue promptly.

I would prefer to be contacted via email regarding your basic package pricing without movie channels. Currently, I pay $35 a month for basic channels at my current location. I am aware of similar deals being offered and am interested in setting up services at my townhouse. I am willing to pay for the setup if the price is similar to what I pay now. Please provide details on the basic channel lineup, installation requirements, and any associated fees. Thank you for your assistance in providing this information concisely.

I am writing to express my frustration with the installation issues we have been experiencing with one of our renters, Susan B. I am planning to report this to the Better Business Bureau to seek a solution. Susan has been trying to get your services for almost two weeks now, but the installation tech never showed up or called. She waited two consecutive Saturdays with no communication. Despite contacting customer support, she was told her address was invalid and was charged multiple times mistakenly. It is now 9/24/[redacted], and she still has no service. I have multiple accounts with AT&T that I will transfer if this is not resolved. The customer service she received was unsatisfactory, with language barriers hindering communication. I request a credit for Susan's account for the inconvenience caused by this situation. Please resolve this matter promptly and contact Susan at [redacted] regarding this issue.

I need assistance with returning two DIRECTTV devices on behalf of my elderly and unwell friend. The devices are a DIRECTTV Satellite Receiver and a DIRECTTV Digital Satellite Digital Recorder. I attempted to return them at a UPS Store after being advised to do so by customer service, but encountered issues: 1. The store could not locate my friend in their system using his name or account number. 2. The devices were not recognized by the store's scanning system. I was directed to contact DIRECTTV for a shipping label. Please reach out to me before contacting my friend, Charles Dougherty, due to his health condition. His details are: Charles Dougherty 1 Robb's Way South Deerfield, MA [redacted] Account number: [redacted] Friend's number: [redacted] My contact: [redacted] Thank you, Robert McMaster

My contract with Direc-TV was set to end this month, September [redacted]. In July, I informed them of my upcoming move and requested to disconnect my services as my new location already had cable. Initially, I signed up with Direc-TV without the intention of being tied to a contract, but was not made aware of this by the representatives who visited my home. I ultimately decided not to move and opted to continue my services, even adding the 4K TV option for 2 years. Upon calling and speaking with a technician based in the Philippines to set up this service, I was surprised to find out that by adding the 4K service, my contract would be extended until July 24, [redacted], a detail that was not disclosed to me during the conversation. Feeling misled by Direc-TV, I am now facing a monthly bill of $[redacted], which is unsustainable for me as a retiree.

I am writing on behalf of Brian Marshall, who cancelled the Direct TV service one day after installation. Brian is protected by the Americans with Disabilities Act, and I am his caretaker. All equipment was returned to AT&T Direct TV, and payment for one day of service has been made. This message is a final attempt to clarify that Brian does not owe anything to AT&T. He does not have an email address; the one provided, "[redacted]," is not valid. Emails sent are received by me, and I cannot access his account with that email. I hope this message reaches someone in the billing department to resolve this matter without further escalation. Sincerely, Dolores Lane

In February [redacted], I resided at [redacted] Lake Hardeman Rd, Hickory Valley, TN. After selling the house, I relocated to [redacted] Hwy 18 South, Bolivar, TN. I informed Direct TV of my move in February [redacted], and they installed a wireless system. Despite several calls to cancel the HBO package, it was never discontinued. I discovered three months ago that I was still being charged for three receivers and a genie from my previous address, in addition to the equipment at my current address. I have been unknowingly paying for services at [redacted] Lake Hardeman Rd for 16 months, amounting to an overpayment of approximately $[redacted]. I have now bought a new house and plan to transfer my Direct TV service there. However, if this issue remains unresolved, I will have to cancel my subscription. Thank you for your attention to this matter.

Yesterday, on October 1st, I called three times and each time I was placed on hold by the automated system. The system told me to wait 15 minutes, which was not feasible for me due to the nature of my job. Today, on October 2nd, I called again and was on hold for 20 minutes before speaking to someone who couldn't communicate in English. This happened twice and my billing issue remains unresolved. I consistently pay my bills on time and as a loyal DirecTV customer, I believe the customer service should cater to those seeking assistance from a live representative rather than an automated system. Waiting 5 minutes feels like an eternity, and the current level of customer service is disappointing.

Dear DirecTV, I have been a loyal customer since the Primestar days, but I am extremely disappointed with the service I am currently receiving. Recently, I encountered error code [redacted] without any explanation while watching TV, and the service representative was unable to assist me in locating the swim adapter. It is frustrating that I have had repeated service calls and issues without resolution. As a person battling brain cancer and confined to a wheelchair, my TV is my connection to the outside world. The recurring problems are causing unnecessary stress, and the compensation offered does not address the ongoing service issues. With a monthly bill exceeding $[redacted] for multiple services, I am considering switching to a more reliable provider like Spectrum or Dish. Your service fees are high, but the quality of service has significantly declined. I hope this feedback prompts a resolution. Sincerely, Jim B. Samsung Galaxy S7 user

I received a notice of service disconnection from you stating there is a Credit Balance of $[redacted].98 on my account. I have contacted DirecTV multiple times and was informed that it could take up to two or three months to receive a refund for this amount. I find this delay unreasonable. If you can provide a Billing Statement showing the balance, why can't you issue the refund promptly? Waiting two to three months seems excessive in today's digital age.

After the technician installed a new Genie box for DirecTV, I allowed him to take the old box, which was later not received. Consequently, I was charged $[redacted] for non-return. Despite contacting AT&T and DirecTV, they insisted on the charge due to the missing box. Speaking with Contessa from the office of Zack McGuire, the president of MasTec, only led to empty promises as she mentioned the technician was no longer employed. Even after numerous calls to DirecTV and being assured the charge would be removed, it remained on my account. Reluctantly, I paid the $[redacted] to avoid potential account cancellation, as TV is vital to me at 80 years old. However, I seek a credit for the charge and hope for a resolution soon.