DirecTV Customer Service Issues

After the DirecTV technician installed the new genie box and took the old one, unfortunately, the old box was not received. Consequently, you were charged a non-refundable fee of $[redacted]. Despite your efforts to reach out to AT&T and DirecTV to resolve the issue, it remains unresolved. Upon contacting Contessa, an assistant to Zack McGuire, who works for Mac Tec, the company supplying technicians to DirecTV, you were informed that the technician involved no longer works for them. Despite initial assurances to help, Contessa has since stopped responding to your emails. A DirecTV agent mentioned that the charge had been removed, yet it appears this hasn't happened. Reluctantly, you paid the $[redacted] fearing your account could be affected. As an 80-year-old person with TV being your main entertainment source, you would like the $[redacted] credited back to your account.

I've been a loyal customer for around 15 years. Recently, I noticed that I lost access to the SEC channel ([redacted]) on my TV. When I try to tune in, it indicates that the channel is unavailable. Despite speaking with numerous representatives at your company, I haven't received any assistance. One representative suggested I tune in to channel [redacted], the ACC Network, but I specifically want the SEC channel to follow my favorite SEC teams. Can you please advise on how I can resolve this issue and regain access to channel [redacted] for the SEC programming I enjoy?

I have a $[redacted].70 credit from Direct TV for a recently canceled account. I requested a refund on 6/19/[redacted]. After several promises, the refund has not been processed. I provided proof of returning equipment and was still denied my refund. The customer service representatives keep giving me different dates for the refund, but it never arrives. At this point, I no longer trust their service and am considering switching to a different provider. This ongoing issue has caused frustration and inconvenience, especially receiving a notice for a missed payment on my current account for $1.00, which adds to the incompetence experienced. These issues need to be resolved promptly. Regards, Don Leahan.

I have been trying for three months to receive the promotional gift card I was promised, but all I've gotten is a runaround through the phone system. I followed all the steps: I signed up for Direct TV in-store and maintained my 12-year phone service with AT&T, but I have yet to receive my $[redacted] gift card. This experience has been incredibly frustrating, and I feel like I am being scammed. The combination of the runaround and not receiving what was promised has left me extremely upset. I am at my wits' end and considering cancelling my services due to this unresolved issue.

I recently had a receiver replaced approximately four weeks ago, and the experience has been frustrating. Initially, I was informed that a return label would be included in the box with the new receiver, but it was not there. When activating the new receiver, I was told I did not need to send back the old one because it was outdated. However, I later received a letter instructing me on how to return it. Living 60 miles away from the nearest UPS or FedEx store, I called to request a label be sent to me. After a confusing back and forth between DirectTV and UPS, the resolution offered by DirectTV was to send a "recovery package" with a label, which I am still awaiting. I simply want a label sent to me so I can return the old receiver or be provided with the address to send it back at my own expense. I am unwilling to make a [redacted]-mile round trip for a $12 package return. I hope to resolve this issue promptly.

After being with DirecTV for over nine years, I found the price too high and recently managed to log in and cancel my premium channels, despite the difficulty. I received an email confirmation from DirecTV but then received messages from AT&T saying my bill would remain the same and the channels were still active. When I called DirecTV, I was redirected to AT&T multiple times. I also noticed that one of my remote controls, which had been working for 9 years, is no longer functional. It seems now I may have to pay for a replacement, whereas it used to be free. As seniors in our mid-70s, it's even more challenging to deal with these issues. I've already spent too much time trying to resolve this matter. Thank you.

I contacted DirecTV to request an antenna for receiving local channel 6 NBC, but after a week of misinformation from their representatives, I was forced to purchase one myself. This experience has made me feel that DirecTV has breached our contract and has provided me with terrible customer service. It seems like lying has become DirecTV's new standard operating procedure. I have been a loyal customer for a significant amount of time, but this continuous dishonesty has me questioning if I will remain with the service. Despite being eligible for an off-air antenna, I received no assistance. Disappointed by this whole situation. -Sondra H. and family

I recently canceled my account after nearly a decade because of an unauthorized bill increase and incredibly poor customer service. I'm now considering canceling my AT&T phone and internet services as well. I've disputed the Discover card charge related to this issue, even though your response stated it couldn't be refunded post-cancellation. I'm deeply disappointed that a simple resolution wasn't offered by maintaining my original rate. I'm so upset by this experience that I felt compelled to express my frustration via email. This negative experience will be shared with all my friends. - M. Lena

I am disputing the billing errors on my Direct TV statement from Sep 20, [redacted]. There have been multiple mistakes on my bill, with the most frustrating one being the "Florida" sales tax showing up when I live in Kansas. Despite numerous calls to correct this, the issue persists. I am on a fixed income and was promised my bill would not exceed $77.00 plus Kansas taxes amounting to approximately $80.64 monthly. However, I am consistently charged for equipment and services I do not possess. Resolving these errors involves lengthy calls of 90 minutes to 2.5 hours monthly with unhelpful foreign billing agents. The customer loyalty department has been unable to provide satisfactory solutions to these ongoing problems.

Is there any way to maintain my Directv service at an affordable price now that the cost has doubled in the last two months? I am a retiree living in rural Texas without access to high-speed internet, which prevents me from streaming TV. I recently contacted Directv to cancel my service as I cannot afford a bill totaling $[redacted]. I only watch 8-10 channels and do not use streaming services, like Sling or apps. Could Directv consider providing a special offer for retirees residing in rural Texas without reliable high-speed internet options?

Hello, my name is Beenda Lattimore-Glover. Over the past 8 months, there has been an issue with our son's account, Luther Glover Jr., at Direct TV. I initiated the installation process in March [redacted] at [redacted] NE Depit Dr., Lee Summit, MO [redacted]. The initial charge of $[redacted].74 due on 4/23 and the following monthly bill of $94.74 were taken out on the same date, causing a double payment for us and our son's bills. Despite attempts to rectify this with different agents, the billing discrepancies continued each month, causing confusion and frustration. Each time we try to pay the bill, the amount requested varies, making it challenging to keep the account current. As loyal customers, we are disappointed in the lack of customer service and the ongoing billing errors causing financial strain. We kindly ask for assistance in resolving this matter promptly and accurately. Thank you.

I have cancelled your service, and I am being charged a cancellation fee which I never agreed to. The person I spoke with on the phone mentioned a contract that I supposedly signed, but I never received any documentation. The contract provided to me was for 12 months from September [redacted], while I cancelled in September [redacted]. I possess emails that demonstrate I do not owe a cancellation fee, yet it is still being pursued. Furthermore, I was billed for a DVR box that I intended to return, but I did not receive the return instructions as promised. I am willing to return the DVR box if instructed properly. I refuse to pay the cancellation fee as I have evidence that negates this requirement. Kindly provide the necessary details for returning the DVR box as initially promised.

I had a great experience watching the Texans/Chiefs and Eagles/Vikings games on Hulu with HBO & SHO on my iMac and iPad for $70.97. The games also streamed perfectly for free on Yahoo on my iPad. However, when using NFL Sunday Ticket on either device, I encountered pixelation, buffering, and the error message "We’re having trouble playing this video. Please try again later." This service costs me $78.36 per month; I am questioning why I am paying DirectTV this much. I also have other issues with the app on my devices that I may address later. Additionally, I am curious about why the Texan vs. Chiefs and Eagles vs. Vikings games are blacked out in Butler, NJ.

On September 3rd of this year, I had DirecTV installed. On October 11th, as I had not received a bill or my reward card, I contacted customer service. I explained to the customer service representative that I had not received anything from them. He requested my account number, which I did not know as I never received a bill. I provided my address as 87 Arrowhead LN, Buchanan, VA [redacted]. The representative confirmed the address but mentioned it should be Natural Bridge Station instead of Buchanan. Despite this not being the address I initially provided, a new bill was sent to 87 Arrowhead LN, Buchanan, VA [redacted] along with another reward card. This morning, my service was disconnected, and when I inquired, I was informed of an overdue bill. I pay my bills between the 1st and 3rd of each month, and a new bill due on the 24th was unexpected. I am on social security and cannot pay until the 1st, which is also affecting my TV service. This situation is unfair, and if the bill had been sent to the correct address I provided during sign-up, this confusion could have been avoided. Wesley H.

I currently have DIRECTV, which is now part of AT&T. I am unable to access my account, and the company has been deducting money from my bank account monthly. The service has transitioned to AT&T TV, and I wish to revert to my U-verse TV plan without facing a substantial deposit requirement. Despite being a long-time AT&T customer who previously had U-verse TV, I am encountering difficulty due to an unknown secondary account holder. I am frustrated by the lack of assistance as reaching out by phone has not yielded any resolutions. The situation has left me with a paid but unusable account. Even the staff at the Monterey corporate store in the Del Monte Shopping Center have been unable to fully resolve the issue, further complicating matters. My internet service, which was signed up for together, is also experiencing disruptions. As a person with a disability, I am financially burdened by this situation and seek guidance on finding the appropriate resources for a resolution.

I made an agreement with a Costco sales representative, Marcos, for Direct TV and Internet services with the promise of a $[redacted] Costco card. However, during installation on 10/12/19, the technician insisted on drilling holes or placing a permanent pole, which was not acceptable as we rent our home. I promptly cancelled the Direct TV service due to this issue. Despite being assured of cancellation, it still appears active, causing confusion and frustration. Direct TV's customer service was unhelpful and even hung up on me multiple times. I contacted AT+T for Internet service, and they confirmed the cancellation of Direct TV. I am disappointed that we were misled about the installation and may miss out on the Costco card.

Frustratingly waited five minutes, DirecTV seems unresponsive. Hello, my name is Michael Carroll. Are you from DirecTV? No, we are an independent company that supports DirecTV customers. I have trouble pausing my DirecTV service while living abroad with a contract since [redacted]. Can you help, or should I contact DirecTV directly? I doubt a third party can assist, is there a chat option with DirecTV that doesn't involve third parties? Are you still there? I’ll document this poor service and report it to DirecTV. John, you are not helpful at all.

I've been trying to contact DTV regarding a complex issue, but their email support is unavailable. Their live chat feature is equally unhelpful. For example: Me: Waiting five minutes with no response shows DTV's poor service. John: Hello, my name is John. How can I help you today? Me: My name is Michael Carroll. Does this chat represent DirecTV? John: No, we're an independent company assisting DirecTV. Me: Since you're a third party, can you really help with my issue of suspending service while living outside the U.S. with a contract since [redacted]? Me: Is there a DTV chat without third-party assistance? Me: Are you still there? Me: I will report this poor service to DTV. Me: John, you're about as useful as a chocolate teapot. Then he disappeared without a response.

To the concerned party, I have been a DirecTV customer for about 1.5 years after switching from cable to DirecTV through AT&T's offer. I have been an AT&T wireless customer for almost 25 years. When my AT&T representative introduced me to DirecTV, I was promised a special discounted rate for 10 years or indefinitely if I accepted the program. However, recently my DirecTV bill has more than doubled to $[redacted] per month, which is unaffordable for me. Despite my attempts to contact DirecTV representatives by phone, I have not received clarification on the special program I signed up for. My AT&T representative claims he is more knowledgeable about wireless services than DirecTV. My efforts to communicate with the AT&T store manager have also been ignored. If the special program I accepted is not honored, I will disconnect from DirecTV. I am hoping for a prompt resolution to this issue. Thank you for your attention. James R.[redacted] Party Street, Henderson, NV [redacted]. Contact: [redacted].

I cancelled DirecTV a few years ago due to signal issues with a neighbor's tree obstructing the dish placement. Recently, I parted ways with AT&T Wireless due to billing problems; they blamed the post office for late bills and wouldn't address my concerns as I wasn't the primary account holder. Despite this, I am now receiving advertisements prompting me to return to DirecTV and AT&T, to which my response is unwavering - I want assurance that my information has been permanently erased from their databases. Attempting to reach AT&T for this confirmation led me through a frustrating phone maze without a supervisor after thirty minutes, so I agreed to a callback now exceeding four hours of waiting. I am seeking an apology and confirmation that I will not receive any future communication or advertising from either company. I have voiced my dissatisfaction on Facebook to discourage further contact, emphasizing my intention to pursue legal action if necessary.