How do I file a complaint against Direct TV?

AT&T/Direct TV

I have been a customer of AT&T for years.  In November 2016, I moved into my house and needed television an internet services. I have opted to remain with At&T, as I have my cell phone services through them. 

I ordered services for internet and Direct TV.  When I placed the order, I opted to have wireless Direct TV installed in my home, and paid the $99 fee upfront for this service.

When the technician arrived, he informed me that the wireless service would not be a viable option for me, due to the age/wiring in my home, and the slow internet services that are available in our area.  The technician told me that he would notify the company and that I would be credited the $99.  I never received that credit. When I called regarding this, no one had any idea what I was talking about, and could not see where I was ever billed the $99.  I had my bank account open and was able to provide information of how much and when I was billed this.  I was told it would be looked into, and of course, I never received any callback and was never credited.  At the time, I was busy in my personal and professional life and was unable to follow through with this.  I figured I was out the $99.  

On July 22, 2019, I call Direct TV for assistance because I was getting error code 775 on both of my TVs.  I went through the self-help, and reset both of my “SWIM adapters” with no success.  I even reset my AT&T WIFI box.  I explained this to the representative on the phone, and she (Gloria according to the satisfaction text I got) stated that I would need a technician to come out for that error code.   After 44 minutes, she was not able to open the scheduler to set an appointment and could not contact anyone who could help.  She told me that I would have to call back in 4 hours, and let that person know that I have already done the troubleshoot, and that I need a single dispatch, and that she could not get dates to show in RC1 system.  She said that it would be noted in my file what she had already done.   Since it was 8:00 pm, I was not going to stay up to midnight to call back. 

On July 23, I called and explained what was happening.  The woman I spoke to tried to schedule an appointment, but was unable to do so, so she “called the back office.”  The first appointment available was 12-4 on July, 26, 2019. I was on the phone for 16 minutes at this time.

On July 23, I received a text message at6:40pm, confirming my scheduled repair and that a $99 dispatch fee applies.

On July 23, I again called and spoke to Charles for 49 minutes.  He could not understand why I was being billed for $99.  He was unable to find any answers and was unable to contact anyone answers.  He stated that he did not believe I would be billed, as it is the technician’s discretion, and that since I have the protection plan, I “should not be charged.”  I asked if I now needed to call AT&T, he said I could, but that he had been on hold waiting for someone at AT&T to answer him so he could find out about the charge.  After the amount of time I have been on the phone already for this issue, I did not call AT&T. 

On Friday, July 26, 2019, I did not go to work as I was waiting on the technician to arrive between 12 Noon and 4:00pm.  At 4:02 pm, I called and spoke to Treyanna and informed her that a technician had not come, and I asked her about the $99 charge.  As she was waiting for dispatch to call her with information about the service call, she stated that I had been charged the $99 fee and that she was in the process of crediting my account.  The idea that I was charged the $99 in the first place was wrong, but I was billed for it BEFORE the technician even arrived.  While on the phone with her, the technician arrived and asked what was wrong with my internet.  I told him noth9ing is wrong with my internet, that it is my Direct TV.  Well, he goes out to make phone calls, and the Treyanna is telling me he should be able to fix the issue as they are supposed to be dually trained.  Well the technician comes back inside, he cannot fix the problem as he works with internet issues, and that he does not have any of the equipment or the skill to fix Direct TV.  He called the guy who does the Direct TV repair, who is at another customer’s home an hour away, so he could not come.  Treyanna was able to access the scheduler (the first of the customer reps who could do this all week) and scheduled the technician to come on Saturday, July 27, 2019 between 12 Noon and 4:00pm.

I received a text message from Direct TV on Saturday morning asking to confirm the appointment, which I did.  Later, I received an automated call stating that the technician is still scheduled to come out and would be here before 4.  At 4:15, no technician arrived, so I called back again.  This time I spoke to Keisha.  She confirmed that the technician was scheduled and she was contacting the dispatcher.  I asked her to make sure that I was credited the $99 service charge, and she said that I had been credited the $99 back.  Meanwhile, she gets a call back from the dispatcher who stated that the technician called in sick today and was not coming.  The supervisor evidently did not report this, so I got the calls telling me the technician was coming.  I was irate and asked to have Direct TV services cancelled and that  I better not be charged for services when I have not had TV.  So, she then transfers me to the disconnection department.

When I get on the phone with the disconnection department, I informed her (Maria ?) that I did not want any charge for the Direct TV services as I had not had services, and now 2 missed technician appointments.  Maria then states that she sees no request had been made for a technician on my account.  At this point, I told her I needed to speak to a supervisor.  She stated that her supervisor was on the phone and that the supervisor would call me back within 30 minutes.  I asked her for a phone number I could call if the supervisor did not call back because at this point I trust NO ONE with your company.  Good thing I got the number, as the supervisor NEVER called me back. 

So I then call the supervisory number I was given, and spoke initially to Sofia, who asked me to explain to her what was going on so she could give the information to the supervisor.  After 18 minutes, Robert, a supervisor got on the phone.  He said that he understood that I was upset that a technician did not come as scheduled.  Nothing like minimizing what I have been experiencing.  So I then INFORM him of all of the problems and issues that I am having.  He checked my account and verified that I was credited the $99.  He then asked what time it was here, and that he was contacting dispatch to see if a technician could be sent this evening.  I told him that I doubted it since he called in sick.  He said that dispatch is to call within 30 minutes since the situation has been escalated.  I told Robert that I wanted to cancel Direct TV.  He asked me several times what I meant by that.  I told him AGAIN that I wanted to end my Direct TV services and that I better not be getting billed for services that I have not received.  He said he understood my frustration and that he did not want to lose me as a customer, and that he would credit my account $20 for my trouble.  I told him that my Direct TV costs more than $20 a week!  And adding the hours I have spent on the phone (already 3 ½ hours!) and the 8 hours of missed work (2 appointments of 4 hour windows that no technician came that can fix the issue) was worth more than the $20!  My hourly reimbursable rate through work is $70 an hour ($560)! He then stated that I had been credited $99 already!  I was credited the $99 that I was charged for a technician dispatch, that I should never have been charged in the first place, and for a technician that did NOT come.  He then told me that I was never billed the $99, and that the credit was for no services for the week.  I challenged this, and he continued to insist that I was not charged the $99, so the $99 credit was for the hassle of not having services.  .

Robert then said the choices that are available are: he can reschedule a technician to come out, wait the 30 minutes for dispatch to respond with a call to me, or disconnect services. I told him if there was a technician here by 8:00pm, I would continue services.  He said he would call back in 2 hours to see if the dispatch called or the technician showed up.  Of course, 2 ½ hours later, there has been no call from dispatch, nor a call from the supervisor, Robert.

I then call to have my services disconnected.  John disconnected my services, and when I asked about billing he told me that I would be charged through this cycle, and the charges would stop next month.  I told him that I have not had service since July 23, 2019 due to their issues.  He told me that is Direct TV policy to bill through the end of the billing cycle.  When I asked if I was going to be billed for services I am not getting, he again stated it was their policy.

This is a poor way to conduct business.