DIRECTV

On signal I love it I had a storm blow through I had no signal interruption. I dont know why people say it's bad in a storm. I have never needed to call customer service. The self care portal through the website is wonderful. I've only had to use it twice but I fixed my issue myself and I like that. The service is great if you pay attention to customer agreement, your bill, and the fine print when you sign up. And of course it's expensive. It's the best one out there, if you cant deal with normal price being high you get good service.

This has happened around 6 times, and I'm estimating cause it happened so often. Each time talking to a representative they just made it worse, cause they would just transfer me another person (supervisor) that will say the same thing. A couple days ago I spoke to 4 representatives. All of them lied. One said he would set up an extension, when I got the email it showed that he put the full past due for two days, over charging me. This last time was the last time I was going to be treated horribly from a company that just wants your money. After all I told them I was leaving, I didn't I should pay the price for a that gave me false information. Then to have others doing nothing to help. So I decided to leave. And wouldn't recommend them to anyone.

Jeff assured me that my new package would contain all of the same channels as my previous package with the exception of sports channels. I was satisfied with the new promotion, but that satisfaction didn’t last very long. When I arrived home the afternoon of January 24, 2020 I received a bill for $124.36 and discovered that I was missing almost seventy channels from my previous package including two channels that I watch frequently, National Geographic Wild and OWN.

Trying to resolve this issue with DirecTV’s Customer Service Department has been an exercise in futility. Their representatives have been unhelpful, incompetent, indifferent and inept. One of DirecTV’s representatives, a supervisor named Peter, was not only unhelpful but he refused to give the name of his supervisor when I told him I was not satisfied with his answer. In addition, Peter refused to give me his employee ID number, told me the Loyalty Department was closed when they were open, and hung up on me.

After numerous calls, emails, and messages to DirecTV’s Social Media Team, I finally received a call from Dan ** from the Office of the President. Dan started the conversation stating that he was going to resolve the issue but unfortunately he fell well short of that. Dan refused to honor the pricing that your representative Jeff had quoted me. Dan did not attempt to look at this issue from my perspective. He kept talking about how much money it would cost DirecTV if he were to honor the pricing that Jeff had quoted me. Dan said the best that he could do was to offer a package of $52 per month that would include the channels that Jeff promised I would have when I signed up for the new promotion. How is that fair?

I questioned Jeff extensively about the channels I would have with the new package and during our conversation Jeff stated several times that I would have all of the channels I had with my previous package with the exception of the sports channels. Jeff offered me a promotion that I accepted based on the way he had described it so DirecTV is obligated to provide that pricing to me. It’s insulting that after the inordinate amount of time I have spent working on this issue that Dan couldn’t offer me the pricing that I had been promised.

Dan didn’t do much better when it came to resolving my billing issue. My previous promotion was for $62 per month and expired on January 24, 2020. The promotion I signed up for that same day is for $36.99 plus tax per month for twelve months. Given the two promotions, it is inconceivable that my bill is $124.36. There was no gap between the two promotions so at no time should I have been charged $124.36. I have been told by DirecTV representatives that the $124.36 charge is because the bill was generated prior to the start of my new promotion but that is a flaw in their billing cycle, and I shouldn’t be penalized for it.

The best Dan offered was to reduce my bill to $62 which was my monthly charge under the previous promotion, especially considering that we have fewer channels now. This is not a satisfactory solution. After spending ten hours trying to resolve this issue, the $124.36 charge should have been wiped away. Not only should the charges be removed, but I should be offered a better package for all of my trouble.

In the time it took for them to credit my account they ended up shutting off my service for non payment and it took them three days to turn it back on. I was so upset at this point and told them I want out of my contract. I asked them what I owe to get their equipment out of my house. They gave me a final total in which I paid over the phone and sent me the boxes to return everything in. I returned the equipment and then got yet another bill for $29. When I call the customer service they tell me how they "understand my frustration". No they don't. So 2 months after cancelling my service I'm still dealing with them. I feel the customer service went downhill after they partnered with AT&T. I will never go back to Directv and will not refer my friends or family.

Now a month after that, we have a bill for over $250 for an early termination fee. We called and spoke with 2 different people who we could hardly understand. They told us that in 2018 when a technician came out and replaced a defective part, that our contract started over. We were never told this. This was the first we had heard of it. This is absolutely absurd. We have paid our bill for a very long time and now this is what this company gives us-another bill. We are getting nowhere with this company. I would not recommend DirecTV to anyone in the future.

On top of that, every single representative I spoke with was either extremely rude, or extremely clueless. I literally begged to be connected with a supervisor and was denied, very inappropriately by the representative. It was so bad that I finally decided that the $500 wasn’t even worth it anymore, and I definitely can not afford to lose $500, but the ordeal was so stressful, I couldn’t take another second of it. Dealing with anything at&t related is also the same experience. From the people on the phone, to the people in the actual stores. I had to spend too many days in an at&t store, while on hold with a “corporate representative” at the same time, because no one is authorized to do anything.

Just to pay my bill is a 30 minute ordeal. I’ve had to take several extended lunches and breaks at work, just to sit on the phone with a representative to try to resolve an issue that shouldn’t even be an issue. It was one problem after another with this company. They are rude, unknowledgeable, careless, and very difficult to work with. I wondered if their employees even get paid to do their job, because they surely act as if it a punishment for a crime they didn’t commit. With my bill being $450 every month for years, it would have been nice to be treated like a person, and not a nuisance or hassle. Leaving this company was like escaping a toxic relationship. I literally sleep better knowing that I will never have to rely on at&t or directv for anything, ever again.