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DirecTV

DirecTV • Billing Problems • Installation • Maintenance • Rebates • Sales Practices • Billing for "Adult" Shows • About those "Adult" Bills ... --- News • Class Action Says DirecTV Forces Consumers to Pay for Fraudulent Accounts • Washington Sues DIRECTV For 'Unconscionable' Sales Practices • DirecTV Takes Disputed Fees Out of Customer Accounts, Suit Charges • Major League Baseball, Cable Operators Reach Agreement • Major League Baseball Extends TV Deadline • Senators Object to DirecTV Deal that Shuts Out Baseball Fans • DirecTV Settles Do Not Call Charges • DirecTV Telemarketers To Pay $75,000 Penalty • Fired DirecTV Contractors Say They Refused To Lie To Customers • Outbreak of DirecTV Porn Charges Hits Philadelphia • DirecTV Fined $5 Million for Do-Not-Call Violations • DirecTV Will Reform Ad Practices, Pay Millions in Refunds • DirecTV Abandons Satellite Internet Plans

It all seems so easy. You go to the mall and emerge with a highly-discounted DirecTV or PrimeStar satellite kit under your arm. It only costs a few hundred dollars and you get great reception. Cool. There�s only one cloud: Chances are you signed a binding multi-year agreement that basically commits you to pay off the rest of the cost of the satellite gear and installation. (That few hundred you paid in the store is just a deposit). If you cancel the service, you still have to continuing paying for the equipment. It�s all in the contract � and it�s a lot better to read it now than later.

Brian of Hamilton, OH January 21, 2010

One of my receivers went bad and I asked for a replacement. I asked if I could get a DVR instead of just a regular box. They said no problem, it would be an additional monthly charge is all. I specifically asked when my contract is up and they answered that it was going to be up in a few months. My intention was to cancel at the end of my two year contract and go with another provider - perhaps just an antenna.

Yesterday I called to cancel my service and they told me that when I got that receiver my service contract has now been extended for two more years. At no time did the person on the phone make this clear. No mention was ever made to me that by replacing this receiver I was extending my contract. Obviously I would have just done without had I known that. I was then told that if I did cancel my service, they would bill my credit card on file for 460 dollars for cancelling my contract.

Miguel of West Palm Beach, FL January 21, 2010

In July of last year (2009) I started to receive service from DirecTV. As per the agreement, I was supposed to pay for 1 year a discounted amount as part of the promotion that was being offered, and for the reminder of the contract period (the next year) I agreed to pay the full amount of the plan. I was also told that if I was to change my plan at anytime for another plan (package), the promotion will continue, no new contract period was going to start, and that the ONLY changes would be in the amounts paid for the actual package (less/more, WITH the discounted promotion). A couple of months ago, DirecTV took some channels from my package without any previous notice, and incidentally those were the channels that my elderly parents watched. I called to inquire and I was told that those channels were not going to be carried anymore by DirecTV.

I was advised that I could change to a similar package (the Spanish version of what I had), and that the ONLY difference would be in the amount to be paid, once the discounts were applied (just a couple of dollars, to that effect). I agreed to the change, and they took place immediately. Everything went ok until December, when I received the new bill to be paid in January. Since I automatically pay all my bills, I went ahead and I paid for that bill, just to realize that the amount paid was over 20.00 more than the previous bills. I called DirecTV and inquired about this. At first I was told that given the fact that I had changed my package the discounts/promotions no longer applied, but once I told them that this was NOT what I was told by the CSR on TWO occasions, the representative retracted and said that everything was going to be ok and that the next bill was going to be the same than the previous ones. Now a new bill has arrived, with the same charges 20.00 more than the original amount. After talking with "Kathy" for over 20 minutes, and being told that no matter what I was told before from now on I was going to overpay 20.00 for the rest of the semester that I was supposed to receive the discounted amount, I decided to file a complaint against DirecTV for misrepresentation, fraud, knowingly lying to the customer, and breach of contract.

I require EITHER one of these two solutions: I want to continue with the contract as stated by the representatives that took my order and made changes to my account, and being refunded any overpayments that I may have done or I could do in the future (I will still have to pay for the current bill in order to maintain good credit), and continue to pay the original amount (approximately 55.00) on a monthly basis until the fulfillment of the 1st year (July 2010), whenever I will start making the full payments (about 77.00), OR I want my contract to be terminated and NOT being required to pay for any amounts since I will not be requiring their services since they have lied to me and committed fraud.

heather of concord, NH January 21, 2010

We moved from WA state to Vermont Aug 2008. I had our service MOVED as the commercials implied and connected in Vermont. We ended up moving to COncord, Nh to be closer to our jobs and found out that we were not allowed to have any dishes in this particular complex- cable was the only thing we could get. When I called to disconnect our utilities and give our forwarding address, I was confronted by an employee at Directv that told me we owed 138.40 for the early disconnect. We had Directv in Washington for 8 years or more and NEVER had a minimum year contract. We were in good standing with Directv out there, never missed a payment, etc. When I called to transfer our service, they should have stated that there was a 2 year minimum on a contract. I NEVER signed anything in this regard.

We recieved our monthly credit card statement nad noticed that Dierctv had charged our Visa 138.40 WITHOUT our permission. Not even sure how they got our Visa card number. We had been paying by check. When my husnband called to complain- twice, it got us nowhere. They told us we could suspend our service for 6 months ( and still pay) or disconnect early and pay the fine. We would like something to be done about this AND our monies refunded. If this is their form of practice, then they need to be upfront with people that order their service and let them know there is a minimum time frame or a fee as consequences.

dawn of jamaica, NY January 20, 2010

I had DTV for 2 1/2 years. The acct went past due for 2 months service was interupted and restored in Sept 09. The contract I assumed was as it was prior. No new contract was ever mailed to my home since restoring no new contract was ever explained while restoring contract technical problems began on the 1st fl TV I scheduled an appt in Sept 09. Tech never showed by indicated he "educated the customer" indicated he showed by educating the consumer does not mean problem is fixed. I explained to the reps listed above Im in college at night working 2 jobs I had no idea until past Sunday TV was still not working.

Until I went to use the TV on Sunday 1/17/10 called DTV 1/20/10 to reschedule and now they want to charge 49.99 for service did not want to recredit charges paid for a box that did not work for the past 4 months. I was told to pay past due amt on my bill before I can get any assistance and I would then be granted technical service only to find out the services must be paid for in full. Am Im looking for is repairs that was promised by DTV and recredit of money paid on a box that is not usable. I complied to their request of: pay past due amt of 43.13 I scheduled my appt within the 30 days as the customer serv rep implied only to find out that I cannot get my box fixed unless an additional 49.99 is paid prior to a tech showing up they told me to add 5.00 for insurance and wait 30 days to apply for tech help again after 30 days.

Pamela of St. Louis, MO January 20, 2010

I signed up for DirecTV as a bundle deal with AT&T.When the technician arrived to install the service I explained to him I did not ask for the package he was explaining to me, and was told he is here to install what was on the order form, this was a Friday night. I called the office that Tuesday (due to Monday being a holiday) to let them know this is not what I order and was told what kind of service I ordered and that I could not discontinue my service, without paying a fee of 470.00, because I had a 24 month service contract.

At this point I began questioning when did I sign a contract for 24 months of service, or even agree to a 24 months contract? I was told I did not sign anything or verbally agree to 24 months of service, but once I allowed the technician to install the receivers I was under a 24 month contract. I spoke with two different customer service representatives and was spoken to in a very rude and disgraceful manner. I have had this service for four days and I am totally disappointed and confused, at this point I would rather take a lost than continue in a relationship with a company that has such deceitful business practices, and horrible customer service. I have emailed Ellen F Sr. VP of Customer Care, but have not received a response. I would like to make other potential customers aware of the false adverisement and bad customer service practices of DirecTV, and hope I can save someone from making the same mistake of buying into a company that is not worthy of the paper their name is printed on.

C of Rocky Mount, NC January 18, 2010

This is the problem: when I change my program service to a lower price, they asked me to send 2 of my receivere. When they received them, they draft money from my account stated that I order PPV movies. I called them. I wrote On 7/17/2009 at 10:00pm. I talked to Kelvin (#430919) about the following: "When you received my old receiver, it was PPV Movie order on the receiver back in 2008," stated Kelvin. This is not true because if it were, I would have seemed them when I checked. If you decided to send a bill for the PPV Movies, you need to send a picture of what you saw on the receiver. That is the only document. Now, I will be sending you one more receiver. I am checking this receiver as I type, I am checking for PPV movies that might have been order. For my record, there is no PPV Movies order on this receiver.

(Barbara S ID 402850) responsed 09/03/2009 09:03 AM: In regards to the DIRECTV CINEMA charges that applied on your account, these were in regards to Pay Per View events that were processed on the receiver via remote. When events are ordered in this way they remain on the receiver until a callback is made to DIRECTV. If a phone line is never connected the charges stay on the receiver access card. When equipment is returned to DIRECTV we connect them to phone lines. This is to clear all customer information off of the unit. If there are remaining events on the receiver then these will also download and be billed to the account.Based on the ordering process used for these via remote in the home they are considered valid charges and will not be removed.Thank you again for writing. I appreciate your patience and understanding.

I wrote on Thu, 8/27/09: This is an agreement from company: To use your remote control to order, your receiver must be continuously connected to a land-based telephone line. Your order is transmitted via the telephone line, and during the short transmission period, you may not be able to use the line for other purposes. Repeated cancellation of previously ordered Pay Per View Services may result in cancellation of your account, restrictions on your ability to order Pay Per View Services, or imposition of additional fees for Pay Per View Services. I never hook my recciver to a land-based telephone line. You charge me for pay per view movie that you saidI order with my remote. Pleasw Explain.

I have more e-mails. This is enough for you to see what I am talking about. I know that other directv customers have the same complaints. I think this is the new scam directv is using to get rich. Who knows, this might be an old one. Please let me know. Thanks

Glenn of Menan, ID January 17, 2010

We have two major issues: local networks and NFL ticket. October 8, 2009, a few days after we moved into our new house in Eastern Idaho, our Directv installers came to install the equipment. We were excited to get the NFL ticket as we wanted to watch all the games as was promised. After the installation was complete and we had signed on the dotted line the technician was going over the remote and how to use the DVR. My wife asked where on the guide the local network channels were. The Tech said we didn't get local network channels and could apply for a waiver, pay a fee per channel and then receive them. What? We were flabbergasted but wanted local networks so we did as instructed. First waiver denied. Applied again. Second waiver denied. After several phone calls to Directv and many wasted minutes on hold and explaining our issue, it was suggested we put up an external antenna to get local channels. I purchased the biggest one and only get ABC and NBC because of our location.

NFL Ticket. Didn't get Sunday night football or Monday night football through NFL Ticket. Now, we don't get the playoffs and will not be able to watch the Superbowl. Any average person would believe that if they pay much more for NFL Ticket they will be able to watch ALL the football games. At no point were we informed we would only get selected games, no play offs and no Superbowl.

We don't care for their excuse that the networks won't give Directv the rights to show these programs. We paid good money to Directv in the first place and more for the NFL ticket. We were misled. One of our earlier phone calls to Directv we talked to a supervisor and asked, since they lied to us, to let us out of our contract so we could go with a service that would give us what we paid for. The early termination fee was going to be 480.00! This is highway robbery.

There seems to be no recourse. Certainly calling Directv repeatedly and escalating the issue to a supervisor gets no results. The main reason we went with Directv in the first place was for the NFL package. Had they disclosed they wouldn't give us local networks and not all the football games we would have forgone the NFL ticket experience and gone with a company that would have provided us the basic of all television services, local networks.

Patrick of orlando, FL January 16, 2010

When I signed up for DirecTV over the phone I told the sales lady that I wanted 2 HD/DVR's for free since I could get the same thing from Dish Network. She spoke to someone and then came back and said they could do that. I placed my order and paid for one additional DVR. Three times during my conversation I was told that if there were any problems with my order that I would be able to call back and they could play back the conversation because they were all recorded. I should have been suspicous by her even mentioning this.

The technician showed up to install my dish and receivers and he only had one HD/DVR, one HD box, one DVR and two additional boxes which I also ordered. He got his supervisor on the phone and they told me that it was not possible to honor that order and that I was never promised that.

I sent the technician away and called DirecTV back and requested that my conversation be replayed. I was told that could not be done without a subpoena. I have already cancelled my cable. I am now going to be without everything until I find a replacement or get cable turned back on. I want this fixed. I am currently without cable.

Sam of Brooklyn, NY January 15, 2010

We signed up for Direct TV through a Verizon bundle package. We fulfilled our 1 year contract and remained with Direct TV for an additional 9 months. Then in October we decided to get a DVR. I contacted Direct TV on October 7 and spoke to representative. He informed me that there was a one year commitment if we decided to get the DVR. I informed the representative (at the time that I was not interested in getting into a contract agreement especially when we had already fulfilled a 1 year contract and I could get the same service from a competitor with no contract. I was about to leave when he instructed me that they would waive the contract provisions.

He then transferred me to representative to get details on the cost of the DVR. During that time I was told there is a 99 cost. I told the representative that I was not interested because I was not prepared to pay #99 for a DVR plus monthly rental fee, something about that seem unconscionable. That was when he told me they could give me the box free of charge. I decided that I would think about it.

A few days later (October 17) I called back and decided to take the service. I spoke to a new representative, I reiterated the no contract agreement and fee waiver for the cost of the DVR that had been detailed by the previous representatives. However, all “promised deals” were not outlined in the notes on my account. So after a long conversation during which time I threatened to take my business elsewhere, the representative agreed to honor the free DVD and no contract obligation. She informed me that everything was taken care off. A week later the DVR was installed. No new contract was provided and I did not expect to get one since they told me there would be no contract.

Two months later we are having significant problems with the dish, so my mother wanted to switch carriers. I call Direct TV to cancel and I am told that we have a 2 year contract and that it is 20 for every month you cancel early equaling 440. I got upset because I know that when I agreed to take the service the contract provision was waived. I asked for the notes on my file to be reviewed. I was told someone would get back to me in 24 hours. I never heard back from anyone. When I followed up on January 12, 2010, I spoke to a representative by the name of Edward. He given the speech from before, "you have a contract it is for 2 years, if you want to cancel pay the fee."

I requested a copy of the notes on my account, they refused to provide it. I requested a copy of the agreement that I supposedly signed or was sent, I still have not received it. Edward went on to inform me that contracts are only provided if the customer asks for them since they are available online. I challenged that and said that I signed up for this service through Verizon and every time there is a change in service Verizon sends out new language regarding it. However, nothing was sent out with regard to this service change. I also raised the fact that under the bundle agreement the term is a year, with a lower cancelation fee. He informed me that although, I signed up through the bundle the bundle agreement does not apply when you chose to up-grade. Yet despite a significant difference from the current contract none of that information is provided to consumers. It is only provided if asked.

Overall this is a very frustrating and unfair state of affairs. As a customer I always try to ensure that I do not end up victim to such circumstances. Thus, it is truly unfortunate when I was informed one thing and yet end up in a situation like this. Based on the number of complaints on this site, it is evident that Direct TV is unscrupulous and I am hopeful that Consumer Affairs can step in and help consumers with this issue.

Stephen of Spokane Valley, WA January 15, 2010

I called Direct TV because they had a promotion about getting tv cable and phone service all bundled for one low price. They came and installed the cable and told me in a couple of days they would install the phone. Well they never installed the phone and when I called them back they said that we cant get that service because of our area. I told them the only reason I signed up was for the two services and they said there was nothing they can do about it and that I was stuck with the Cable Service. I tried to talk to at least 10 different people and I got the biggest run around.

Well then I canceled my service and they they said I would be charged over 400 for cancelling when I never even used the service but for only three days because they gave me the run around. I told them I was going to cancel anyway and they can't make me pay the money that I don't owe. I told them I was a senior citizen and that they are falsely advertising that they are offering one thing and only give you something else. I canceled the service and they took the money out of my bank account after I told them they did not have permission to do so. I had to call my bank and they got my money back and I had to cancel my bank account and open a new one so they would not have access to it. Direct TV is a fraud company that misrepresents to people like me and out right tried to steal my money from me.

I want to be apart of the class action lawsuit against them and anything else that people have against them. This company should be put out of business and not allowed to do what they are doing to people. Please help me. They are calling me everyday and harrasing me for money that I do not owe them, I am a senor citizen and I need help to fight them off.

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