Formal Complaint Regarding Offensive Behavior by Direct TV Call Center Agent Maricar (Emp# J7381A)

Dear [Customer Service Manager/Complaints Department],

I am writing to formally file a complaint regarding an incident during a recent call to the Direct TV customer service center. On September 25, 2023, I contacted your customer service line, and the call was answered by a representative named Maricar, whose employee identification number is J7381A.

During the call, I requested assistance in lowering my Direct TV bill due to the removal of the NFL Football channel from my subscription. However, instead of providing professional service, I was met with offensive and derogatory remarks from Maricar. When I mentioned that I was unsure about the channels I watched as my husband primarily manages the television, I overheard Maricar making highly inappropriate comments in a different language, which I understand. She called me "Demonya tong babaeng to," which translates to "This woman is a demon."

Upon realizing I understood the language, I confronted Maricar about her offensive remarks. Shockingly, she denied the incident. In response to the distressing situation, I requested to speak with a supervisor, seeking appropriate resolution and disciplinary action against the agent.

However, the supervisor name Robert with employee# RR509Y was only able to offer a mere apology, which fell short of addressing the severity of the situation and the unprofessional conduct displayed by Maricar. This response is unacceptable, and I am deeply disappointed by the lack of action taken to rectify this matter appropriately.

I expect Direct TV to thoroughly investigate this incident, take appropriate disciplinary measures against Maricar, and ensure that such deplorable behavior is not tolerated within your organization. Additionally, I demand a formal written apology from Maricar for her offensive remarks and denial of the incident.

I trust you will handle this complaint with the urgency and seriousness it warrants. Please promptly acknowledge receipt of this complaint and inform me of the actions taken to address this issue.

Sincerely,

Jobeth Faries

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