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Direct TV

United States

Consumer complaints and reviews about Direct TV

Jerry Swiatek Send email
 
Feb 23, 2012

Billing dispute!

I called my cardholder to attempt to cancel a drummed up fee from Direct TV and they said that I would have to ask Direct to cancel. Is that a laugh? I wrote a letter to cancel because of two things. reception went out almost daily, I had to look over my bill every month to see what else they accidently charged and call and get it fixed. Then more than a month later they scammed and charged my card that I also told to remove from thier files for a huge cancellation fee!
This is a sick company.
Send email
 
Feb 23, 2012

Stay away - Direct TV sucks!

My friend and I had been considering changing from cable to Direct TV. Since my friend is from the Ukraine, she was very interested in the Russian channels offered by Direct TV, I called Direct TV to inquire about the channels. After I called and talked to several different representatives, I was offered a 30 day trial period. I asked the representative if I decided to cancel before the end of my trial period would I owe anything. I was told by this gentlemen, no, nothing. I asked what I going to do with the equipment and I was told I would be sent boxes for their return. He said, "You might as well try it, you have nothing to lose". On November 15, 2006 we decided to try it. Unfortunately, the Russian channel offered on Direct TV was not what we were looking for so on December 8, 2006, I called to cancel and return the equipment. It was then I was first made aware of the "charge" for early cancellation. I informed the nice young lady that I had a 30 day return policy and she told me that the equipment being returned was not part of the return policy. I informed her that I was told there would be no charges. She told me that when I received my bill I could protest the charge. On January 17, 2007, I received my first call from the billing department asking me when I was going to pay my bill. I told the lady that I have not received a bill from Direct TV. I received a collection phone call from Focus Receivable Management March 2.

What ever you do do not EVER use Direct TV. They will lie to you to get your business and then go back on their word. I ordered Direct TV and was told I have a 30 trial period and it was after I canceled I found out that there was a charge after 7 days for the equipment. Then they started harassing me about paying the bill BEFORE I received it in the mail. I protested it and they sent my bill to a collection agency without sending me another bill. I turned them into the Better Business Bureau and they did not care they still insist on me paying for a bill that their employee lied to me about. I cannot say this any better except "STAY AWAY - Direct TV sucks!!!" and they do not care.
Lmd1955 Send email
 
Feb 23, 2012

Stay away - Direct TV sucks!

Direct TV has charged me a monthly fee for service at an address I no longer live and have not lived there since February 2011. They have suspended my account until last month and charged me a usage fee at the address in addition to a cancellation fee. BEWARE OF DIRECT TV.
Justin Send email
 
Feb 23, 2012

Scam and cheating

The company offered a DVR upgrade, which they said, required a second line. I refused and asked if they had a 'splitter' They said it was in testing and would be available in 3-6 months. I said I'd use in in its' single line config. 9 mos. went by. In frustration, I agreed to buy an second DVR at my expense. When I hooked it up, it would not work, even after authorization and 90 mins with tech support. When I told them 'make it work' or you will lose me as a customer. They said 'to bad'!!! I sent back all equipment. They tried to charge my credit card without my permission and when I had it reversed, they billed me for 'early termination' $600. Termination of services not provided!!!
Lindaat333 Send email
 
Feb 23, 2012

Scam and cheating

Directv scammed me. They signed me up with promises of rebates if I used auto bill pay and then charged me anyway. I called and was told I didn't qualify any more 6 days after I signed up. They hooked up the wrong svc package but I had to figure that out myself after spending 3 horrible days on the phone with their representaves passing me back and forth verbally abusing me. 3 days later I decided to just pay extra and get what I orig was supposed to get at a lower price for the sake of my own sanity and was told that it was too late. Now I don't qualify for that either. Then they had the nerve to ask me to sit on the line and hold while they entered notes into my account after having allready been on hold with them for an hour. They just scammed me out of a lot of money and then treated me horribly for complaining about it. What a horrible nightmare. Now I'm stuck with this scam for the next 2 years. Do yourself a favor. DONT USE DIRECTV it's a nightmare.
Ann Send email
 
Feb 23, 2012

Bad service

Diconnected sevice on the 13th of jan 09 but statement said i had until the 25th of jan 09 to take care of the payment, and the error was not my fault, i called the same day i received the notice and was told that a supervisor would call me on 2 seperate calls i made, i was never called and my service was cancelled, i was lied to on 2 seperate conversations that i had with thier representatives.i was given credit because of mistakes on my billing statement.then i received a past due bill which was incorrect.
Lindaat333 Send email
 
Feb 23, 2012

Bad service

You're right. Directv is horrible ! A total nightmare.
Mstacnote Send email
 
Feb 23, 2012

Customer Service

Direct TV is the biggest scam on the planet. If you are looking for great customer service, accountability and an overall great product direct tv is not the service for you.

First, their tech's are perhaps the WORST ever. DTV fails to let their customers know that they "contract" their services out to installation companies so if the job is not done correctly and you find out after the tech has left your premises--shame on you because it's your fault not theirs. When I questioned the tech's about why I could not receive HD service each one of them had a different excuse. I had at least 3 tech's come to my home and the last one showed up dressed in a button up shirt, jeans, loafers AND he used his personal Lexus SUV as his work vehicle !!!??? In the end, the reason why I could not get HD service was because the tenant who lived in my residence previously had satellite service (before HD was available), so when the initial tech came to install my HD services he decided to be lazy and use the old satellite dish that was on my roof instead of installing a new dish in a different position that could gain the services that I initially ordered (the tech in the Lexus SUV finally told me that), but he did not have the tools to install a new dish for me (surprise, surprise) so when I tried to reschedule through DTV's customer service line they said I had to wait 4 WEEKS!!! So in the end, be careful to not let the technician walk out the door until you fully KNOW what you have...if needed go on the roof with them to make sure that they are telling the truth.

Second, check their customer trial periods. Usually a company will give a customer 15-30 days to try out their product without incurring any disconnection fees, BUT since I live in the District of Columbia this rule does not apply because D.C IS NOT CONSIDERED A STATE. I inquired about this with 4 DTV representatives and all of them could not give me an answer until I finally reached a rep (#5) who was fully vetted about DTV policies, but by then it was too late and did not matter for me regardless.

Third, DTV bills customers for EVERYTHING--even services that they do not have. During my brief 3 month stint with the company I had to call them at least 9 times to get my billing taken care of. Since they have call centers all over the world their main communication is through their electronic "note" system. So pray that the representative writes everything down because if they don't then it's like you never called in the first place.

Overall, DTV is not all that it's hyped up to be. Their commercials are overrated as well as their services. If you are looking for accountability and a great service definitely look elsewhere!
Lindaat333 Send email
 
Feb 23, 2012

Customer Service

DIRECTV IS A SCAM !!! BEWARE !!!
Jen Send email
 
Feb 23, 2012

customer service

This was my letter to direct Tv after the worst customer service i have ever received.

I have been a direct tv customer for about five years now. I have enjoyed my programing and have had no complaints till today. Just to give some background information... i had a regular DVR receiver and called to upgrade to an HD DVR receiver. When the service technician arrived he had a work order that was wrong. It was an order for a regular HD receiver and a relocation of our other receivers. While the technician was here i called to have the work order revised to make sure it was correct. The technician spoke to the customer service representative and had the order changed. He began to do the instillation of what i believed was an HD DVR receiver. Turns out it was only an HD receiver. I didn't realize this till the next day when i tried to program the receiver to record a show. So i called back today and spoke with a customer service representative who informed me that it is my responsibility to make sure that the technician was installing the right equipment and took no responsibility for the error that was made. I was then informed that if i wanted to receive the HD DVR that i would have to pay the full price of another instillation and full price for a HD DVR. I asked if that meant i would be refunded for the services and HD receiver that was wrongfully installed in the first place, i was told that they couldn't do that. So they want to charge me for HD DVR upgrade, instillation, shipping and handling of the new HD DVR equipment and will also be charging me for the wrong HD receiver, instillation, and shipping and handling from the receiver that was installed less than 24 hours ago. I had asked to speak with the supervisor who reinforced that it was my fault that i let him install an HD receiver (which i believed was an HD DVR receiver at that time). He was extremely rude and demeaning. I have never felt so disgusted with any customer service experience as i had been today. I got off the phone in tears because of the treatment i received. This doesn't reflect the customer promise that i feel you would like your company to be know for.


CUSTOMER PROMISE:
We strive to deliver the best television experience for you every day.
Committed to the principles of honesty and integrity, our employees are determined to provide you with prompt, courteous and excellent service.
We promise to do our best to resolve any issues that might arise as quickly as possible. And we will continue to develop the unique, innovative programming and services that you have come to expect and enjoy from DIRECTV.



I feel very taken advantage of right now by individuals who claim to share your views on customer satisfaction but clearly do not. I hope that this is not a reflection of how you want your company to treat individuals, and that it merely just a few bad apples in the bunch. I hope you get back to me in regards to this matter. Currently there has be no resolution to the matter. Thank you for your attention. Please get back to me as soon as you can.
S. Carr Send email
 
Feb 23, 2012

customer service

Only if i had checked the reviews before trying to order this crap I would not be one here today. As of today, October 27, 2011, Directv still has my money, I have no service, and I have spoken to customer service and haven't gotten any results! I ordered the Directtv service on September 25, 2011. It seemed like a good move. Once my order was placed, and my money was taken off my card, I was given an installation date of October 21, 2011 nearly three weeks later. On the installation date, the technician came two feet into my home and stated "I most likely won't be able hook your dish up through Directtv because you are on the wrong side of the building. But for $75, I can come back on my own time and install a dish." Ummmm huh? That seems like a damn SCAM to me. So immediately I told him thats ok and to cancel the installation. He then called Direct tv and put me on the phone with a representative who stated that my order was cancelled and I would be receiving my refund in 3 days. I waiting four days and called Direct tv inquiring about my refund. The representative stated " your order was never cancelled it will be another 3-5 days". Excuse me my order was cancelled on Friday, its now thursday and now I have to wait another 3-5 days for my refund. I asked for a supervisor and was told she was busy and she would tell me the same thing. After speaking to her, she did tell me the same bullshit. I asked for her supervisor, who also told me the same bullshit. They didn't even want to give me the information to file a complaint, I had to research it for myself. I think the whole company is a fraud and I hope it flops. How can you run a company based on fraud and bullshit. Direct tv give me my refund and you will never have to worry about me again in life! People remember to take the time out and file complaints and let others know about your bad experiences.


Sincerely,
A pissed off never to be customer
Baltimore, Maryland
Bernadette Ann Send email
 
Feb 23, 2012

Lawsuit against them

Direct TV- We had service with Direct TV for almost 2yrs, I have ran into some financial problems and have not been able to get caught up. My bill was $132. . Recently, my service was cancelled, then next a debit for the amount of $562.50 was removed from my bank account just like that! How could they have access when I never signed up for autobill. And when I did pay my bill I would make 1 time payment only. I called and asked how did they get authorization and they told me that when I signed the agreement when the service was installed that I authorized it. I told the rep that I found that hard to believe as I work also with biling and if that were the case then when someone owed money that I could just charge their card because of a previous agreeement. Yeah right, I still don't believe it is possible and then for my bank to allow it. that enraged me even more. My account was and still in the negative. Next when I called to complain about it the first time the rep assisted me and and said that she would process the refund and that I would receive a check. Then all of sudden her system went down. She apologized and asked me to call back the next day to get refund expedited. Which I did. This time I spoke with a Supervisor and he was quick to say that Direct TV had every right to charge my account and that if I wanted my refund that I would have sign up for AUTO BILL Pay. I was reluctant do so but I really can not afford not to have my money returned. So reluctantly I agreed. And when it came time again the rep asked for my Credit card number. Not to mention that this Supervisor was unprofessional. I work in Customer Service and I am a Manager and that is NOT the way that a customer should be treated. Especially when the customer was charged $562.50 and the actual bill was only $132. I asked him why didn't they just take out the amount owed? He did not give me an answer. I did receive part of the refund $180, but now I am waiting on the balance. It has been over 10 days now. I called Direct TV and asked about it she said that she would expedite the refund order now they were just waiting for the credits for the receivers to appear first. Honestly, I want to cancel because of all the stress that this situation has caused me, but I can't afford to just let this go. I am really very disatisfied and upset with the way I was treated and how after the fact I was forced to sign up for Auto Bill Pay. Unfair practices, that they have and I hope and pray that someone will take action against this practice that they have.
Deedee Send email
 
Feb 23, 2012

Channels offered we cut off

We were one of the many suckers who switched from DISH to DIRECT TV with their promise of better value, better service. Before agreeing to change, I had the salesperson review the channels we were currently receiving with DISH. I was assured that all channels would be covered under the new DIRECT TV offer. Premium channels were offered free of charge for 3 months. After that time period, I called to discontinue the free channels as we never watched them. Little did I know that the channels we love and which we always had included with DISH were turned off as well because they were "part of the Starz" programming. HUH??? We were never informed of this and feel that DIRECT TV is very dishonest and corrupt. We're stuck with them for 2 long years, now, but will switch back to DISH as soon as possible. FALSE ADVERTISING ON DIRECT TV'S PART!
Biker1_ Dave Send email
 
Feb 23, 2012

Channels offered we cut off

I hear now they are cutting Fox Sports, the national geo channels and a few more on Nov1. if they do that, that means I have no college sports or the Brewers or Twins. plus they don't have a HD contract with my local channel provider and I have missed the olympics and all the NFL games for 3 years now...Dish however DOES have the HD contract and I will dump their ass if they pull this shit! i'M sooooooooooooo SICK OF ALL THE INFOMERCIAL programs offered...what a rip off!...Direct TV you have 5 days to change that or everyone...cancel your contract if your past it...the consumers have spoken!
Frenchie 3 Send email
 
Feb 23, 2012

Fraudulent charges

I have never been a customer of Direct TV. However in 2010, I assisted a friend by using my credit card to pay for his Direct TV bill for a couple of months pending his disability approval. We called Direct TV and had them remove my card and placed his card on the account.

A year later, July 18, 2011, I am billed $638.00 on my credit card by Direct TV. I called them to have the charges removed. They proceeded to tell me that because I had originally used my credit card that I had obligated myself to pay any fees that my friend failed to pay on his account, and that I was stuck with the bill. Supposedly this information was explained to me which is a lie. I certainly never signed such a stipulation.

I was able to convince my bank to reverse charges. I thought everything was taken care of until three months later, October 18, 2011, when I discovered that the reversal had been cancelled and that the charges were taken out of my account again. I called my bank and they told me that I would have to take the matter up with Direct TV.

Isn't it ironic that consumers have such a difficult time getting justice when dealing with such terrible companies like Direct TV.

Does anyone know of any attempts to find a lawyer to initiate a class action lawsuit against Direct TV? If so, please call me at 904-410-4397
Smashgirl Send email
 
Feb 23, 2012

Fraudulent charges

I used to work at DTV. Every time anyone makes a payment with a CC, the CSR HAS to disclose that the card is kept on file FOR-EVER and will be used without warning to cover cancellation fees, NRF's (non-return fees for equipmen), etc. Every phone call is recorded anted in the account. If you were not informed, you are not beholden to payments.
Smashgirl Send email
 
Feb 23, 2012

Fraudulent charges

anted = and noted
AndyCoggins Send email
 
Feb 23, 2012

Fraudulent Charging of Credit Card

Direct TV charged my credit card for someone else's account. I had used the card to pay the person's account online, but I only did it as a favor, I did not live at the address nor did I ever watch his TV nor am I related to the person. I had my credit card company reverse the charges, but Direct TV refuted saying their User Agreement says they can charge the credit card on file if the account gets larger than $500 or so. I redispluted the ruling, and my credit card tried again to reverse the charges, and again Direct TV refuted the claim for the same reason. I filed a complaint with the Georgia Governor's Office of Consumer Protection because there is no way that Direct TV can make an agreement with someone (their customer) that binds a 3rd party (me) without their knowledge and consent. Any first year law student knows this. Direct TVs stand is unbelievable, and even shows a comical ignorance of the law, but like a desperate person, they are clinging to their customer agreement because they can't win a logical or legal argument. Their stand would be similar to me and my wife going to a bank and getting a loan and signing an agreement that says her mother will pay make our payment if we can't. Me and my wife can no more bind her mother than Direct TV and its customer can bind me, but they can't see this. The natural conclusion is if they are this ignorant when they write their agreements, how competent can they be in other areas. There are other Satellite Cable providers. I would seriously consider someone other than DirectTV.
SlayerGal Send email
 
Feb 23, 2012

Fraudulent Charging of Credit Card

Cancel the credit card and get a new one.

Also, tell your friend to pay their bills!

The company wants their money and they're using you to get it. Never pay someone else's bills with your credit or debit. They keep the information as you found out.
Jumtezz Send email
 
Feb 23, 2012

Avoid at any cost guys

I called direct TV to disconnect the service in December and they said they will do it. Then I received charges for January. When I called they informed that I did not stay on the phone to have them connect me to disconnect dept.

I was never told that I should wait when I called them in December. Had they explained to me that I should wait, I should have waited.

Now they say that is their procedure and this was never explained to me before today.
Aggravated Shopper Send email
 
Feb 23, 2012

Avoid at any cost guys

And yet you didnt have any issue with not being disconnected for almost a year????
Aliann Send email
 
Feb 23, 2012

Directv President & CEO contact info:

How do you contact the CEO? I have sent 3 emails changing spelling, and none go through.
Send email
 
Feb 23, 2012

Directv President & CEO contact info:

If you are looking for contact information for Mr. Chase Carey, President & CEO of Direct Tv - please follow the link below. There you can find more useful information for your battle.

Also the Direct Tv Corporate office address is:

2230 East Imperial Highway
El Segundo, CA 90245

Tel. (310) 964-5000

e-mail: [email protected]

http://consumerist.com/consumer/executive-customer-service/directtv-ceos-contact-info-257620.php

Good luck,
Chris
DTVSUCKS123 Send email
 
Feb 23, 2012

Directv President & CEO contact info:

I was a customer of direct TV from around 1994 to 2009. During this time I got many upgrades
including new equipment, receivers ect... During the last year that we were with Direct TV we
got a bill for pay per view movies, "PORN" . We always requested that no Pay per view options
were included with the package and none of our receivers were connected to phone lines so we
thought that pay per view was disabled. We had moved and left the old receivers in a out building as we thought they were just junk. After we had moved someone had taken the receivers and connected one of them to a phone line and long story short we got a bill for pay per movies. We argued with them that we never had Pay per view but the wife ended up paying the bill anyway to avoid a bad credit hit. I was never able to get over this and did a little investigating and found out that a receiver is / was, not sure how it is now, still able to
play so many pay per view movies without being connected to a phone line. I also found out
that my son, a minor at the time found out about this and well you can guess who got a big
dose of porn and to add insult to injury I had to pay for it. Now in the world I live in if I show porn to a minor I could be put in jail. I recently considered going back to DTV and when I
contacted them about buying my own equipment so that I would not have to sign a 1/2 year
contract I got nothing but run around. Our account was always paid in full and I don't think we were ever late paying our bill in all those years. When I called and told them that I wanted to buy my equipment so that I would not need to sign a contract I was given the third degree and passed around like a collection plate at a pentecostal revival and with each person I talked to I had to endure the same sales pitch about the benefits of signing a contract. These people are totally useless. I tried to tell them that I was moving in around 4 months and may not have the option to receive Direct TV at the new location which would leave me stuck in a contract paying for a service I could not receive. This seems to be par for the course and a business plan rather than a mistake or misunderstanding. I don't know how a company that treats it's customers as if they are liars when a issue arises could stay in business. I read in another post that direct TV earned a big F by the better business bureau. Enough said.
Kevin Send email
 
Feb 23, 2012

Lawsuit against them

The HD DVR in my bedroom had been messed up since September. I travel a lot and waiting for hours for customer service is ridiculous with this company. I sent several email complaints as well and their response was to reset the receiver (which I'd already done per their lame advice). Finally after 3 months of no activity I tried to cancel and demanded they not charge me for the months of service I couldn't use. (Whenever anything would DVR it would tape the HD channels which were all blank gray screens). Well after filing complaints to the BBB etc they returned $16 or something insulting. To really put the icing on the cake, I had been threatening legal action and they held their stance and after all of that was said and done... they TOOK the remaining $208.52 out of my bank account UNAUTHORIZED!!! I was on vacation last week and received an email notification to confirm the authorization.

Has anyone else had this problem? I suspect they did this to a lot of people owing them money especially since it was at the end of a fiscal year. How do I go about filing a lawsuit for this? I have money, that is hardly the issue... I'll spend 10 times the amount I owe them to let consumers know what a crappy company this is and how terrible they treat their clients.

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