Contributor
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1 Message
Complaint About Direct TV Customer Service
Good morning,
I would like to submit a complaint but have had no luck finding a form or contact address online. I was directed to this forum by a very nice CS rep named Gene/Jean. On December 6, 2019 I received my DTV bill and noticed an increase in price. I've been contemplating 'cutting the cord' for some time and saw this as a good time to finally pull the plug. I contacted customer service by phone on 12/6/2019 at 1:17 pm CST and spoke with a customer service rep to ask if I was still under contract and if so, what the 'early termination fee' would total. The man was very friendly, and after some checking, I was told I was NOT under contract and would not incur an ETF if I cancelled. As a sign of good faith, because I've been a DTV/AT&T user for years, I decided to lower my plan online to see how much I could save. Fast forward to this past weekend, Saturday January 4th, I received my next invoice from AT&T and my total actually increased by $15+, even with the plan change. This was too much so I called customer service expecting to cancel. I was sent to retention and endured the attempts to re-up for 12-24 months at a hefty discount, still determined to quit. As we were nearing the end of the process the rep tells me "Oh, you're still under contract through October 2020 and if you cancel now you'll be required to pay a $160 ETF. I was livid. I mentioned what I was told in December and he claimed there was nothing he could do. We ended the conversation after 28 minutes and I accepted my fate. Still, even though I'm stuck for another 10 months, I can't get over what I was told on 12/6. I know AT&T records conversations and chats, and I would like for my contact to be reviewed. The person I spoke with should have to explain their error. This exchange could make the difference on whether I stay with AT&T for internet and wireless moving forward.
Thank you for your time.
pounds
Contributor
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1 Message
5 years ago
In addition, I spoke with Gene/Jean on January 7, 2020 around 9:45 am CST and she made note of my complaint as well. She was the CSR that directed me to this forum. Thank you
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Constructive
Employee
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34K Messages
5 years ago
there is no formal complaint process. Not sure why the reps always point customers here as this is a customer populated forum. We’re all customers and can’t access your account. Perhaps one of the ACE customers here can assist with what’s going on with your bill. I’m guessing you had promotions run out causing your bill to go up.
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Miketheduke
Teacher
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3 Messages
5 years ago
(edited)
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Roguefirm
New Member
4 years ago
I have made 6 calls to Directtv to return my equipment. After 30 years with Directtv we no longer needed their service.
I have spend over 5 hours on hold and the helpers do not help. I had 21 days to return the equipment and my first call was in July. they promised to send a 'recovery' kit to me since we do not have USP or Fed Ex store in our community. No kit has arrived after two months and 6 calls and wait time.
The Direct TV service was 200% better before ATT took them over. The big daddy ATT ruined their great customer service. Hold times are ridiculous. The call today went 90 minutes and I was hung up on - fortunately they called back and I am still on hold 20 minutes later.
they just transferred me to the 8th person. I can't understand his english and it seems they don't even track my calls in my record.
I now officially HATE Directv
Lynn
Grants Pass OR
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Freddy13
New Member
4 years ago
We Cancelled DTV in Dec of 2020. I have called the 'customer service' 7 different times. Was told "return box is on the way" one of these people even gave me a 'order number' for the supposed return box.
Chatted online 3 different times and got the same story. Now I was billed for not returning equipment.
This is a scam in every form of the word.
FEDEX and UPS will not take the equipment, it in my area, without something to scan.
Time to call a lawyer.
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shannon02
ACE - Expert
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20.6K Messages
4 years ago
They are suppose to scan the receivers and you are limited to binding arbitration.
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gmcdon
New Member
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1 Message
1 year ago
Directv rips off long-time customers. My bill is a different amount every month.
I was given a $55 discount for CHOICE Package which ends 4/30 so I call on 4/25 to get discount renewed for 5/1 but was told it can't be renewed until 5/1 call back in May. I called back on 5/2 and was told, there is no way to get discount for May as discount applies for following month. I asked how to get discount for May if not April and Directv said you will just have to pay higher amount for May. In June they stuck the $55 increase in the Bill, plus charge me for HBO and Cinemax that they offered for Free. How can they be stopped?
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