DirecTV Customer Service Issues

Dear Direct TV, I am writing to report a disturbing incident that occurred at my residence on Saturday, June 16th at around 10am. A man, presumably working for your company, entered my home without permission. I was alarmed to find a stranger in my living room after he entered my house without consent. As a result, I contacted the San Marcos Police, filed a report, and sought legal advice on this matter. This is the second time I am reaching out for assistance, and I urge you to address this serious issue promptly to prevent any further escalation. Failure to address this situation satisfactorily may result in legal action. Please contact me at your earliest convenience. Sincerely, Abby Hurst

We are really frustrated with the tiny font size that DIRECTV has implemented in their recent screen changes. It's now more difficult to find information like when an episode aired, and we miss the series options that let us choose how many episodes to keep. The highlighted box in the List is especially frustrating because we've accidentally erased episodes we haven't watched yet. Once our contract is up, we're thinking of switching to Dish. The changes made by your technical team have not been helpful and have actually made the service less user-friendly. It would be beneficial for someone to compare the older version with the new one, as the smaller font is a major distraction. This is a significant mistake on your part.

I am experiencing error [redacted] on my TV despite trying all necessary troubleshooting steps. When I reached out for help, I was placed on hold for two minutes before speaking with a representative with a Spanish accent who spoke too quickly for me to understand. After a few more minutes on hold, they couldn't find a technician in my area and suggested I call back later. They mentioned a service call would cost over $99 on top of my monthly fee of $[redacted] for Directv. My TV is HD, while my husband's is not, but he's also experiencing some channels with the same error message. I'm considering switching back to DISH if this issue isn't resolved. Any assistance would be appreciated.

I recently had an addition built onto my house and scheduled a TV installation for June 20. Despite confirming the details with customer service earlier, the technician arrived without the necessary equipment to set up a new cable box in the room. I've spent nearly two hours on the phone trying to resolve this issue, but it's been a frustrating experience. It's surprising that a company in the communication industry struggles with their own internal communication. The lack of coordination between departments and the poor customer service has been incredibly disappointing. This simple installation has turned into a full day of phone calls and frustration. The service provided does not reflect the company's reputation for caring about its customers. This experience has been a clear example of a breakdown in communication and customer service.

On May 25th, I saved the chat details where I cancelled a billing on my account that I did not authorize. I was charged for two payments of $10.93 each, which I did not want. I have evidence of the chat saved and I am certain I can prove it. Now, I expect a refund for three months and I do not wish to continue with this unnecessary service that I neither use nor need. I have not received any calls on my home phone at [redacted] to address this issue. However, I have been in touch with my bank, and it appears that Direct TV has been using my debit card to bill me monthly for a service I never signed up for. I am considering reaching out to the Better Business Bureau regarding this illegal activity. The only time I used my debit card recently was at the AT&T store to buy two phones. It is unacceptable for them to misuse my card for a service I never authorized or knew about.

I recently signed up with DirecTV through Costco, and my experience has been quite disappointing. Despite agreeing on package changes with customer service, I received a bill for $53 from 5/20/18 to 6/18/18, even though I only had the service for a day. I paid $54 to cover it. Now, I received an unexpected bill for $[redacted], and after two frustrating calls to DirecTV today, I still don't have clear answers on why I was charged $38 for Select when I have the Preferred Xtra package. Upon reviewing the bill, I noticed proration overlaps from my previous payment and additional charges of $17.73 during the same period as the $54 payment. Despite receiving promotional credits for two Genie boxes, I am still confused about the extra $60 charges. As a new customer, this experience has been less than satisfactory. I expected my bill to be $[redacted], but the confusion over charges and equipment rental fees for each room has left me frustrated. I hope DirecTV can rectify this situation promptly. Thank you, Cynthia M. J.

On June 23, [redacted], I had a disappointing encounter with a senior supervisor named Mr. Richards at DIRECTV. Mr. Richards' disrespectful behavior and lack of empathy during our conversation were disheartening. Despite my polite request, he refused to credit my account for a one-month "free" Starz subscription. Attempts to escalate the matter to his superior proved fruitless as he claimed to be the senior supervisor. This experience highlights a significant gap in customer service training at your company. The billing discrepancies for promotional trials like the 30-day Starz and 90-day HBO trials, as well as additional charges, raise concerns about transparency and fair practices. If this issue is not resolved promptly, I will be compelled to take my business elsewhere. The lack of clarity regarding billing cycles and unexpected charges adds to the frustration. The disrespect and disregard for customers' concerns are unacceptable. Kindly address these issues promptly.

I recently received a call offering me a promotional deal as a loyal customer last Wednesday. According to the offer, I was to receive premium channels at no extra cost until the end of [redacted] and a reduced bill. I should be getting a monthly reminder to opt out of the offer by the year's end or earlier if I'm not interested. If I decide to keep the offer, an additional $11 would be added to my bill. Although I was informed that the new channels would be available in 24-48 hours, I have not noticed any changes yet. During the call, I missed the specifics of the included channels, but I recall that Starz and Showtime were mentioned, along with a total of 17 channels. Can you provide me with the list of channels included and an update on when I can expect to access them?

I need help with my DirectTV account. I've been a customer since [redacted]. In April, I suspended my service until our move into our new home on June 15th in Frisco, TX ([redacted]). Since June 16th, we've been trying to schedule installation to no avail. After multiple hours spent on calls and one at the AT&T store, we managed to reactivate my account on June 22nd. Any guidance on how to proceed with getting DirectTV at our new address is appreciated. Also, what current promotions are available? We're contemplating switching to Spectrum as they provide our internet service now.

Today, I experienced an issue with my on-screen guide, which has been resolved. However, I noticed that channels 39 and 39-2 (UNC TV and UNC TV EX) are no longer accessible, and the listed channel 39 was incorrect and displayed a black screen upon selection. Two representatives claimed UNC TV had technical problems, which I disputed as it did not explain the guide error. After verifying with UNC TV, it's clear there are no issues on their end. I have been on hold for over 20 minutes now, seeking further assistance. I am disappointed by the misinformation provided and the extended wait time. I am looking for a resolution to the problem, an apology for the inconvenience, and a credit for the poor service. I hope for a prompt response to address these concerns. Thank you, Pam Gladson.

Hello, I am using my account associated with # [redacted]. My name is Peter Childs. Since October of [redacted], I've encountered continuous dishonesty from your agents, except for Marva in the Las Vegas office, who actually assisted me. It has been challenging to find someone proficient in English when contacting your support line. Initially, I was promised a free Genie, even though I only requested an HD receiver. Subsequently, I saw an additional $15 on my bill. Despite being informed of a review of recorded calls, no updates were given. Various pay channels were offered, yet they always resulted in extra charges appearing on my bill. The discrepancy between what I was told and what actually transpired has left me considering discontinuing your service, as the customer service experience felt inconsistent and misleading.

I was informed upon signing up with Direct TV Now that I would receive a free Roku streaming player after prepaying for one month with a valid payment card. However, I did not receive my 7-day free trial based on my sign-up date. The representative mentioned that my first payment of $50.00 would be due on September 14, followed by $75.00 the next month for the updated TV package with 5 connections at $5.00 monthly. I recently got a message stating I had too many connections active, even though I only had one connection in use. I would appreciate not receiving such messages. Kindly ensure I receive my complimentary Roku player. Thank you. Carmella F. Office Manager

Upon signing up for DIRECTV NOW, I was promised to receive a free Roku streaming player after paying for a month in advance. Unfortunately, I did not receive my promised free trial based on my sign-up date. I was informed that my first payment would be on September ** for $**.** with subsequent monthly payments of $**.** for the updated package. Despite only having one connection working, I received a message about too many connections. I am disappointed by the lack of assistance. I kindly request to receive my free Roku as initially promised. Thank you. - C.F. *Office Manager*

For the past 8 months, I've been unable to utilize the record a series function due to an ongoing issue with our service. Despite contacting customer support multiple times, the problem remains unresolved. I've spent hours on hold and while some representatives have been understanding, the situation persists. I feel frustrated paying for a service I can't fully use. If this continues, I may need to consider cancelling my subscription and switching to a different provider. I hope for a solution soon to avoid the hassle of changing services. Thank you for your assistance.

I am experiencing issues with Direct TV that has not been working for the past three months or more. After canceling the service, my husband, Terry L. Felger, was erroneously charged three times $10.68. Despite switching to AT&T for a no-dish service that Direct TV tried to connect me to, I later found out it wasn't available, but they still charged me another $10.68 this month. I cannot afford to continue paying for a service that I cannot use. Please assist me in resolving this matter promptly. Thank you. Marianne Felger at [redacted]

I currently feel that I am overpaying for my satellite service with Direct TV at $99.98 a month for the Total Choice package on one TV without local channels. I am considering switching to another company that can provide service for two TVs with local channels and the Outdoor Channel. I want to give Direct TV an opportunity to compete as I have been a loyal customer for nearly 20 years. My account number is [redacted]. Thank you.

On Friday, July 6th, I signed up for the DIRECTV Choice bundle with internet for $45, as advertised on the website. However, after going through the process, I noticed that the order did not include the internet service. When I spoke to representatives Abbie and David A last night, they advised me to contact the account management line. Upon calling and speaking with Al, he informed me that the internet was not included and offered to add it for an extra $60 a month. This is confusing as the person I chatted with during sign-up assured me that everything was included in the $45 deal. I would appreciate it if someone could clarify what happened to the original deal and if there are any options available to rectify the situation.

The technician was scheduled between 8 a.m. and noon, but arrived at 3:30 p.m. After a brief explanation of why he couldn't install the system that day, he offered to return another day for $[redacted], requesting that I run all the cable wires myself. Despite my willingness to remove a tree that was potentially obstructing the installation, he continued to find reasons why he couldn't proceed. It's frustrating to be asked to do the cable work and remove an obstacle when he was unable to complete the job. He mentioned that another technician would return after I completed the cable installation. The delay has caused me to waste a full day and now I have to wait for another appointment. This experience with DirecTV has left me very dissatisfied.

Regarding account number [redacted]1, it was canceled in March [redacted]. While on vacation, I came across a collection letter in my spam folder about this account. I called customer service, was transferred to an account specialist who disconnected the call after being on hold for a long time instructing me to call again. I informed the initial customer service representative that our service was canceled when the new tenant at [redacted] Pegasus Court, Palm Desert, California, opened their account. The address had units one and A as the same space, and we returned all equipment. To my surprise, I discovered today that they have been auto-deducting payments from my credit card for the past two years. I request a refund for all the funds taken. We now have Time Warner/Spectrum at our new address. I am currently in Germany and struggling to reach a senior account specialist via phone. A prompt response would be greatly appreciated. Thank you, Mimi/Russ Clarke

We switched from Uver to DirecTV last December. Since the change, we have experienced numerous problems and are extremely disappointed with the service. We encounter frequent service interruptions despite having had three technicians visit our home to address the issue. Dealing with customer service has also been frustrating, as the representatives based in India are unhelpful and provide false assurances that an engineer is working on fixing the problem. Our billing accounts have been mishandled, resulting in a disconnection notice for a payment that was made on time and cleared by AT&T. Resolving this issue has been arduous due to dealing with unprofessional individuals. It seems that AT&T only values customers when trying to make a sale, as the lack of respect and support is evident once you are a subscriber. We used to be loyal customers when it was Bellsouth, a company that conducted business differently. AT&T, being a large corporation, lacks customer care and respect, which is truly disappointing.