DirecTV Customer Service Issues

Dear Customer Service, My name is Steven D. Rowland, and I am writing to address a billing issue with my Direct TV account. Upon reviewing my bill due on February 1st, [redacted], I noticed an unauthorized charge of $4.99 + tax for the "Movies Extra Pack." I immediately contacted customer service, experienced long wait times, and eventually was assured by a representative that the charge would be credited on my next bill, only to discover a partial credit in an email. I called again and managed to secure a promise for a full credit in the following bill. However, upon receiving my bill due on March 3rd, [redacted], there was no credit, and I was once again charged $4.99 + tax. My subsequent attempts to rectify the situation led to confusion, long wait times, and ultimately being disconnected rudely. As a long-time customer, I am disappointed in the lack of resolution and service quality. I am considering exploring alternative TV options due to these ongoing issues. I hope for a swift resolution to this matter. Thank you, Steven D. Rowland

I have been dealing with this issue for a week now. I initially contacted them on Tuesday, February 18th, after receiving an email about an incorrect charge of $52.87. Despite being assured that the problem was resolved after a lengthy call, I was recently informed that the amount is now past due. The customer service experience has been frustrating as I was disconnected once and had to endure a 26-minute wait on my latest call. This is troubling considering I have been without service since December.

Since May [redacted], the last bill I received was quite a while ago. I've been working on reactivating my AT&T wireless services, which I paused due to a heated divorce. I recently started with two new iPhone XR lines. I was informed by a representative a few months back that I could settle the outstanding bill and resume services, which I'm eager to do as I'm moving to a newly renovated apartment next week. I ended up in a bit of a struggle to retrieve the equipment from my ex-wife post-divorce, which was under my name. The account number in question is [redacted] under Kenny H. Now that I only need three rooms instead of four, I'd like to resolve any outstanding matters with AT&T, as I've always been a satisfied customer. Unfortunately, I noticed the account was sent to collections recently when I tried to log in, possibly triggering the action. I managed to clear it with Capital One without any late payments. My new AT&T phone number is [redacted]. I'm hoping for a prompt resolution to this issue.

I received a text last week stating that my DirecTV payment was outstanding. I authorized a payment of $[redacted].50 to cover the bill. However, when attempting to contact customer service, I only reach a recording prompting me to pay $58.21. It seems that DirecTV may have incorrectly applied the credit to my son instead of my account. Despite speaking with two representatives on separate occasions, they could not explain the discrepancy. After spending countless hours on the phone, all I receive is a persistent request to pay $58.27, which I am certain I do not owe. I have been a loyal DirecTV customer for 40 years without issue until combining services with AT&T. At 72 years old, I find the situation exasperating and distressing. My late husband maintained our accounts for years without trouble, and now I am facing unnecessary stress due to ineffective customer service.

When I returned to your services in December from Spectrum, I was assured a $[redacted] gift card. I tried to claim it on the recommended AT&T site but couldn't because I don't have an AT&T account. Additionally, I signed up with CenturyLink for a bundled package including TV, internet, and phone in December. Recently, I realized I'm being overcharged, as the price isn't what was initially quoted. CenturyLink mentioned that the issue lies in DirecTV not being bundled with the other two services, causing the incorrect billing. I need assistance to bundle the accounts, receive the promised gift card, get a refund for the overpayments, and adjust my monthly payment to $42 for DirecTV. I tried calling but gave up after being on hold for almost an hour, which was disappointing. I hope these matters can be resolved efficiently.

I am experiencing difficulty tracking a replacement remote control that was supposed to be sent to me. On February 20, I contacted customer service regarding my malfunctioning DirecTV remote for the living room TV. This remote was initially sent to me 6-8 weeks ago and stopped working at the end of last week. Although customer service assured me a new remote would arrive by 2/28, they did not provide an order ID or tracking number. Upon following up, I learned that my replacement order had not been placed. After assistance from Lincoln, my order with ID [redacted]A was submitted last night, promising delivery today. Despite not receiving a FedEx tracking number, a recent chat with Jack yielded a tracking number 1Z376Y[redacted]95 that FedEx deems invalid. I seek information regarding the expected delivery of the remote. Kay W. Thank you.

I've been a loyal customer for 10 years and have always paid my bills on time. Typically, when I call for discounts, the representatives have been kind and encourage me to call back for savings. However, my recent experience was disappointing. When I inquired about a discount, one representative offered an $80 discount but later retracted it when I called back. Additionally, another representative denied the originally promised discount and claimed that the two-month delay was inaccurate. This inconsistency in service left me feeling frustrated and undervalued. I have always appreciated the great service from your company in the past, and I hope this issue can be resolved. Thank you for listening to my feedback.

To Whom It May Concern, In December [redacted], I had a conversation with a helpful representative regarding my financial situation and the need to cancel my TV service due to my current circumstances. She assured me the service would be canceled without a fee. Unfortunately, we got disconnected, and I haven't been able to reconnect with her. Despite multiple calls and discussions with supervisors and managers, there is confusion about the cancellation fee. Recently, I received a bill of $[redacted].95, contradicting the previous agreement. After conversing with several staff members, the resolution offered included a $[redacted] gift card, a monthly fee of $35 for unused services, and a new one-year contract. This arrangement would result in a total payment of $[redacted] plus tax, effectively converting the original fee into an ongoing service charge. This situation is particularly difficult for me as I struggle financially, and the misinformation and lack of consistency in customer service are deeply disappointing. I have even warned that my family members may also cancel their services due to this treatment, but sadly, no significant changes have occurred. My experience with Direct TV has been marred by dishonesty and poor communication within the company. Sincerely, Customer #[redacted]

Subject: Deactivation of Your DIRECTV NOW Account Hello, I recently received an email from DIRECTV NOW informing me that they deactivated my account due to suspicious activity on March 4, [redacted]. They suggested that I should chat with them to reactivate my account and resume streaming. The email came from [redacted] and included links to start a chat. Please let me know if you can assist me with this issue. Thank you.

After recently canceling my service, I was surprised to receive a letter mentioning additional charges. I had initially expected my final bills to be charged to the credit card on file. Now, months later, I am being contacted by a collection agency regarding unpaid fees. Despite no prior notification, I assumed the charges were settled through my credit card. This situation has negatively impacted my credit report and I am forced to dispute it. I believe it's unfair as you had my card information and permission to charge it. I urgently await your reply as I do not believe I am responsible for this issue. Furthermore, I have not been provided with a detailed breakdown of the charges. Your quick response would be appreciated as this has put me in a difficult position. Thank you. - Terry W. [redacted]

I subscribed to Direct TV for three months and encountered technical difficulties with a persistent "FREEZE" picture. The technicians who visited my home and those from customer service acknowledged the issue. Despite assurances from the Tech Department that they were addressing it, my monthly bills were higher than the initial quote. Direct TV attempted to charge me $99 for a service call related to the Freeze problem, which went unresolved for three months, leading me to cancel my subscription. When discussing my cancellation with Mario from the loyalty department, he assured me there would be no early termination fee and only a final payment of $80.43, excluding the $99 service charge. Despite this, I continue to receive invoices exceeding $[redacted]-$[redacted], causing undue stress as a disabled individual on a fixed income. I kindly request assistance to resolve this matter promptly.

I'm Delores Falcon. I have spoken with representatives multiple times about my Direct TV account. Previously, I had HBO and Showtime free for three months. In January, when I tried to cancel Showtime, I was informed HBO was still free. However, Showtime charges continued showing on my bill. I contacted them again in February as I was also being billed for an extra movie pack I hadn't ordered. Despite canceling Showtime multiple times, it remained active on my account. I requested a refund for the three months of erroneous charges. The account may be under my spouse Johnny Falcon's name, and you can reach me at [redacted].

I have been experiencing a "No Signal - DIRECTV" message on my TV screen. I've tried changing the batteries on both the front room and bedroom remotes, but the issue persists. It seems like the DTV boxes may need upgrading. Given my health condition, Multiple Sclerosis, I am home most of the time, so urgent assistance would be greatly appreciated. We have been loyal customers for over 5 years but might consider switching to another provider if this issue is not resolved promptly. Could someone please visit within the next 24 hours to address this? Thank you, Jeff and Kathy Martella.

Since Super Bowl Sunday, we have been without satellite. My husband arranged for a technician to activate the receivers that should have been activated two weeks ago. We have had 8 trips back and forth home, each lasting 4 hours, with 4 no-shows and 4 receivers that still don't work. We are also supposed to have a technician come to our RV as per our agreement, but this hasn't been honored. Our appointment is supposed to be tomorrow from 12 to 4, but we haven't received a confirmation email. We have been let down multiple times and really don't want to go another weekend without TV. Can someone please assist?

I talked with Stacey from the loyalty department around two weeks ago and she advised me to follow up in the same timeframe. The problem revolves around a promotional rate expiration leading to a $70 increase in my bill, which is beyond our budget. We are inquiring about any other promotions that could potentially be applied to our account. At our previous conversation, Stacey mentioned that there were no ongoing promotions and thus issued a credit to my account. She assured me that by reaching out after two weeks, there might be new promotions available. Stacey made sure to document this information in the notes on my account.

I have been a customer for 21 years, and every time I contact your company, I become increasingly frustrated, to the point where I am considering terminating my DirecTV service. In January [redacted], I was offered the HD Extra Pack for $4.99/month, free for the first 3 months. Now, I want to cancel this offer, but since my wife's name is on the bill, they are refusing to process my request without her authorization. Despite adding the offer without any issue, they are now insisting on her approval to remove it. Dealing with customer service menus and waiting times is a hassle she doesn't need due to her demanding job. I am not only displeased with the high fees but also the subpar customer service. Moreover, I do not want to receive any more promotional calls from your company, especially not as early as 8:20 AM. Today, I was contacted by DirecTV with yet another offer. Please cease these calls immediately. Thank you. - J.H.

I received an email from DIRECTV (see below) stating they were processing my programming change request. I did not reach out to DIRECTV for any changes. Recently, I got an unsolicited call from them offering me additional channels for being a "good customer." I accepted and ended the call. To clarify, DIRECTV initiated contact with me, and I did not ask for any changes during the call. What could be the reason for this? Sincerely, BH --- DIRECTV My Account | My Programming | View My Bill | Watch DIRECTV Your Account Has Been Updated Dear BH, Thank you for reaching out to DIRECTV. We are currently processing your service change request. To review your current programming and services, please log in at directv.com/myprogramming or sign up if you are a new user and click on the My Programming link on the My Account page.

Hi, I'm Tony S. I had a disappointing experience with your technician, Joe. His behavior towards my wife was unacceptable. He left items pulled away from the wall and didn't clean up after himself. Moreover, he was disrespectful to our dogs. To add to the frustration, he didn't complete the job and used our garbage cans for disposal. I have yet to hear back from the supervisor after raising these issues. I've been a loyal DIRECTV customer for 17 years, and I believe this level of unprofessionalism is unacceptable. I'm requesting the installation of three new genie boxes and wire, along with a call from a representative. Given the poor service, I feel entitled to complimentary movie channels indefinitely. If this matter isn't addressed, I may consider exploring other service providers. Thank you for your attention to this matter.

I have been unable to access my TV subscription channels online for over a month. Every time I attempt to view them, I receive a message stating that I am not subscribed to the channels. This is inaccurate as I pay for these channels monthly and watch them at home. I have contacted customer service over the phone, and they confirmed that I am indeed subscribed to these channels. I was informed by the last representative I spoke to that there may be delays on your end due to switching legacy accounts, which could take a couple of months to resolve. In the meantime, I am paying for a service that I am unable to use, despite advertisements claiming otherwise. I would appreciate a prompt resolution to this issue or I may need to consider switching to a different provider. Thank you for your attention to this matter.

I have been a DirecTV customer for over a decade with the same package, paying nearly $[redacted] a month. The non-HD box I have doesn't provide clear picture quality on most of the channels I watch. I've requested a free HD box upgrade countless times, willing to continue paying the same $[redacted] monthly for the current package. If the prices keep rising without any improvement to the equipment, I may have to explore other service providers. Despite being a U.S. Army veteran, I have not received any discounts from DirecTV. I believe that providing me with an HD box at no extra cost, while maintaining my existing package, would demonstrate their commitment to keeping me as a satisfied customer.