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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.
Leslie of Denver CO (08/12/08)
My roommate signed an 18 month contract with Direct Tv. Consequently, The Homeowners Association informed us we could not have a satellite dish extending over the patio. The dish would not receive a signal within the patio. We have no chose but discontinue our service with Direct Tv. Although, the circumstances were out of our control Direct Tv would not consider waiving or reducing the cancellation fee. They would not even acknowledge that I had corresponded to them these circumstances.
$260 for service we cannot use.
Kim of Albertson NC (08/11/08)
I want to get released from the contract with Direct TV but in order to do this they want to charge your credit card $200.00 to get out of their contract. The reason for my husband and I wanting to do this is becouse of the prices of gas, food and other things going up we have to make a choice do we buy food and pay for gas for my husband to get to work or do we pay for Direct TV so we can watch cable/satelite tv. I don't know if I want to say that we are going into a depression but I do know that we have to start eleminating certain bills that we just can't afford.
This company knows that everything is getting high and we just can't afford it anymore but they still want to charge a 200.00 contract cancelation fee and I don't think that this is fair. Not only do we need to stop this service we are at risk of loosing our cars now. Is there anything that we can do to get out of this contract with out paying 200.00
Wendi of Winchester VA (08/10/08)
In July 2007, we contacted DirecTV because our equipment broke. The tech person came out to our house and gave us an upgraded box with DVR and said it would cost us only $5.00 more each month. There was no mention of a contract. apparently, DirecTV has an unsigned contract with customers whereby if you accept the equipment, you are agreeing to a 2 year contract. I found this out because we moved in April 2008 and were then informed that we were locked into a 2 year contract.
Ultimately, our credit card was charged 164.18 for the remaining months on the contract. My complaint is that this is not effectively communicated to consumers and their practices are sneaky and dishonest. They do state this policy in some paperwork, but consumers do not actually sign this, so it goes unnoticed.
I spent hours on the phone trying to get this charge removed from our credit card, as we were paying off this card to close it out. It took 3 months to get the charge removed, and directv still sent us a bill. I finally paid it because I did not want a negative mark on our credit report.
Susan of Minneapolis MN (08/08/08)
I have multiple complaints regarding DirecTV. First of all, when their technician installed DirecTV, he cut my Comcast phone line. Comcast charged me $41 dollars to repair the line. The techs manager assured me I would be reimbursed for the expense if I emailed him the bill, which I did. That was 2 months ago, I have not received reimbursement. I have emailed him several times and he will not reply. I have tried to call him, and his phone number is temporarily disconnected. I have tried to contact the salesman, a contractor for DirecTV with a company named Digital Media Group, and his phone was disconnected. I emailed Digital Media Group and they have not responded. I contacted the sales department at DirecTV and they disconnected me twice. I was not irate to them, so they shouldnt have disconnected me. I was on hold 30 minutes both times before the disconnection. Second of all, DirecTV said that I would receive a $75 AMEX gift card if I ordered their service. I have not yet received the gift card. Third, I was supposed to receive 3 months free of HBO and Showtime. They stopped most of the free channels after 2 months of free service. Finally, I would like to get out my 2 year contract, which their salesman didnt tell me about until it was time to sign the dotted line. I hesitated in signing it and he assured me I will love DirecTV and would have no problem with the service. I DESPISE the service. The signal is weak during light rain showers and worthless if there is average rain and wind. I want out of my contract. I had more channels with Comcast as well.
Lots of stress. Lost phone service, which caused major problems because I have terminally ill relatives, I had to pay Comcast $41 to repair their phone line, lots of anger due to their deceptive sales tactics.
Jody of Modovi WI (08/08/08)
I recently moved. I contacted direct TV as I had not fulfilled my contract. I paid the cancellation fees and requested they send me boxes to send back my equipment. I never received the boxes. They took 327.00 from my checking account without my authorization or even notifying me. I then called and asked for the boxes again. The customer service agent assured me that as soon as they received my equipment they would refund my money. It took them one day to take my money, but they expect me to wait 6-8 weeks for my refund. When I stated this was unacceptable the customer service agent never said one word, she just hung up on me. I called back and the next customer service agent hung up on my while trying to find a supervisor. I will never deal with this company again. Bad customer service is the only thing I got from them and I'm still waiting for my refund check. They have sent me four statments so far telling me that they owe me this money, but they haven't sent the check yet. When I complained on their website, the only way I could actually get someone to respond, they sent me a form email stating that my refund would be processed in 6-8 weeks. What a horrible company.
Mark of Kingsburg CA (08/06/08)
While some of the states have gone after Direct TV and settled, the same violations are still happening in other states. I live in California, and am moving this week. We had a new box installed to replace a defective one, and when I tried to cancel the service, I found out that Direct TV had initiated an 18 month contract, which I was NOT aware of. They say I owe them for the remainder of the contract.
They say I owe them the money. While I dont like writing out checks to business who intentionally are designed to deceive you, I will pay the fee just to get rid of these guys. Come on, California, jump on the band wagon with the Eastern states and run these guys out of business.
Nancy of Winston Salem NC (08/06/08)
I am 75 years old and my neighbor gave them my phone number trying to help me get a better service than Timewarner. I got a bill after 3 days for 62.03 I was told by Robert that I would get 3 months free and my bill would be around 29.95 a month.
I called and cancelled and now that sent me a bill for 395.92 I only had there sorry service for 3 days and I even sent back there equipment. My neighbor Donna called them and told them she got a email and she printed it out and it does state 3 months Free programming. They never even told me about the charge for cancelling. I am on a fixed income and they are trying to take me to the cleaners. Please help.
I have high blood and they are going to cause me to have a heart attack. This it is not fair. Thank You
Natascha of Springlake NC (08/04/08)
My boyfriend decided to cancel Direct TV. So Direct TV sent us prepaid boxes via UPS. Friday we got a recorded message FROM UPS saying that they would be at our house between the hours of 8-4 on Monday. It is now Monday and 5 pm. No UPS is here. I called the UPS 1-800 number at 330 and the manager I spoke with said that she contacted the driver and he said he would be here by 5.
I called the local UPS at 5 and they of course said that the lady said between the hours of 5-6. Then she proceeded to tell me that the recording was incorrect and that the trucks don't even leave the establishment until 9 am, but the latest he would be here would be 7 pm. Everyone told me that I should just leave the boxes outside. Im not an idiot. If someone were to take the boxes off my porch I would be the one responsible for them...NOT UPS!
I was suppose to register my son in school today, we missed a doctors appointment today and I was unable to get my grocery shopping done for the next few weeks. Why do they have such a broad range of hours. Do they not expect housewives to have things to do on a day to day basis. I don't need a lawyer, I just needed to complain. This is ridiculous. The last lady Beth that I spoke to was EXPTREMELY rude. Tamika a girl that answered the 800 number was just as rude. Why are they being rude to people who are waiting for them.
Claire of Memphis TN (07/29/08)
I have been a DirecTV customer for 10 years. I've moved with them numerous times. We purchased a receiver @ Best Buy for $300...only to find out we DO NOT OWN IT! Some how, my money, is DirecTV's! Wow, turns out I am leasing the equipment I bought. The DirecTV representative informed me it cost them $800 to manufacture it, so it should cost me $300 to buy it from a retail store..only, not really, I'm just borrowing it. And, in addition, when we purchased the receiver that we later found out we only bought to give to them, we were signed on for 24 more months. DirecTV is a crock. And that is a shame.
We've been loyal customers for years, and the customer service we recently received was deplorable. It was short, catty, and just ridiculous. We paid $120 to relieve ourselves of our contract, $100 for early termination, and these [people] are sending us packaging to return the receiver we bought. They will never have my business nor recommendation again. We signed with Dish Network. If that's how they treat the people who keep the money flowing into their pockets, they'll no longer get mine.
James of Cheyenne WY (07/29/08)
For over two years now I've been getting Direct TV phone calls. It's been almost every day, I'm not exaggerating I've tried to contact them to stop calling, I've tried sending emails, nothing. Call after call, I'm slowly going nuts. Yeah, I know about the Do Not Call list but I didn't want to have to go that route. This company has no integrity and neither does the BBB. I've had dealings with other horrible companies that had the BBB seal of approval which leads me to believe their paid under the table.
All I ask is this company to make it easier for people to tell them they don't want their service, please quit calling. I'm now so angry that if direct tv said I could have the whole package for free for life, I WOULD NOT TAKE IT! When I say QUIT CALLING ME, it doesn't mean try tomorrow. Of course, the sales reps are all machines now, so it can call and call and call until a person becomes like me, crazy!
The truly, absolutely finale last straw was when they called me on my UNLISTED cellphone. I've never bought or called any company using my cellphone and it's a pre-paid cellphone, minutes are precious.
Are you kidding, this is absolutely a case of emotional distress. I now have to check every incoming call, which they deceptively change the name and numbers to trip you up. Well, they finally drove me to the do not call list!
Rick of Aurora CO (07/24/08)
Directv is so lying in their commercials about 99% reliability rain or shine. 2 or 3 dark clouds and mine goes out completely. They subcontracted to Qwest which cannot fix it (clueless) after 9 service calls with 0 results, I'm going back to cable, and will join any class action lawsuits against Directv.
Steve of Woodbury MN (07/23/08)
Went to Best Buy, bought a HD DVR, paid $400+, didn't sign anything but the receipt, and walked out. Activated the receiver but then decided to return receiver because it didn't have our local channels. When I called to deactivate the receiver, directV stated that I had to return the receiver to them otherwise they would charge $500! I've called many times regarding this issue and they are adamant that there's some magical agreement that everyone should just know when dealing with them.
So now if I don't give them back the receiver that I paid a small fortune for, I'll have collections people after me. They wouldn't even let me return the unit to the store and obviously won't give me credit for the unit. On top of that they tried to tell me they put over $1000 into each receiver. I'm an engineer and work in Manufacturing, if that's the case, they are the biggest morons in the world. Does anyone really believe that a simple circuit board, a hard drive, and a metal case costs that much? Maybe they're factoring in engineering and who knows what else.
Out $473 if I return the receiver.
Michael of Marquette MI (07/22/08)
Continually receiving Searching for signal on Sal ln 2 whenever I am recording a show and watching another. 17 calls to DirectTv and numerous transfer to correct department resulted in my having my service disconnected until I pay my bill even though I haven't had working servicce for 5 weeks.
Aaron of Grand Rapids MI (07/20/08)
I decided to switch to Direct tv for the high definition upgrade.Well when I asked about how long my trial period was I was originally told thirty days before I was locked into a contract and I could cancel within those thirty days with out a penalty. After the installation was complete with in a couple days I called my original satellite provider and the where more than happy to meet and beat Direct tvs deal so I rescheduled Dish network to be reinstalled and upgraded at no extra charge to me.
Thinking I had Thirty day from installation I just wanted to cancel after Dish net was reinstalled. As soon as I mentioned cancel to a rep from Direct tv he first offered a deal that wasn't good enough and then he got real defensive and said I only had twenty-four hours to cancel after installation and my credit card was going to get charged four hundred and sixty dollars with in six days after I cancel.
So I call up a sales rep asking about deals just to see what that person would say and they told me I had Two weeks after installation to make up my mind. I read the contract agreement and it says nothing about how long or short the period is you have to make up your mind. They make up the rule as they go along and tell you what you want to here. So what's the truth how long by law does one have with out penalties to cancel a service with Direct tv.
now if I don't figure out what to do soon I'm afraid Ill be stuck with a service provider that I hate because of the lyes and poor business ethics
Deanna of Excelsior MN (07/19/08)
I have been a customer of directv for 5 years and counting. We had basic service for the first 2 years and converted to HD 2/19/2007. That swhen the mess began. Searching for signal 771 on all HD and special channels. I called customer service 50 plus time last summer before a technician was sent to the house depsite the fact I pay for the service plan. It took 3 service calls before we got correct service. For 8 months all has been well. Now again the same issuses for several months.
I have called numerous times sent numerous emails and finally they agreed to send a service tech to my house after sending me a new receiver that does not work. My problem is I want credit for lack of service and lakc of getting a service call despite I have the service plan that covers all this. Number 2 is if the service is not back and running I want to d/c service as of August 1st. My 2 year plan is up Feb 2 according to my records. According to their records its a new contract since they sent out new equiptment July 2008. I have the service contract and am due new equiptment if the old does not work, Its not an upgrade or new service.
They finally agreed to lower the d/c charge to 75 dollars if I return all equiptment which in my book they can have. My question is how can I get a refund for bad or no reception for several months and lack of providing a service call despite the fact I have the service plan?? I know this alot of information but I have been online seen what DTV has done to many people including ruining their credit!
No satellite or interupted service for many months. 89 per month to say the least. An the pain of calling and emailing to no avail.
Sonia of Whittier CA (07/18/08)
When I was living with my parents, I ordered Directv. The account was set-up under my name only and I allowed for direct payment connected to my checking account. I recently moved out and called Directv to cancel my account. They said they did. I asked for a confirmation # of the cancellation and they said they do not have cancellation confirmation # and I would receive an email. A few days later my father called Directv and wanted to open a new account under his name. They said fine but reopened my account. The only way I knew this happened was that I started receiving emails about my account.
I contacted Directv to let them know what happened all four [reps] that I talked to said that my father reopened MY account and I would have to go through the cancelation process again. 1. It is a violation to allow anyone including a relative to open or reopen an account without the initial account holder's direct permission. 2. All four Directv reps. would not address this violation and just kept repeating in robot tone that my father reopened my account. 3. I was on the phone (mostly on hold) with Directv for one entire hour. 4. I had to recancel my account which was 24 hours ago and tonight when I checked to see if I have truly been cancelled using their online website to find out, it states my next bill will be in August 2008.
My time is valuable and Directv took what was basically a simple matter and made mountain out of it. I am still not sure if my account is really cancelled. Directv's customer service department really needs an overhaul. Their managers are at great fault for training their reps. to be tunnel visioned and not able to truly listen to the customer's issue and be able to help.
Ronnie of Charlotte NC (07/16/08)
I initially ordered directv over the phone. The antenna and receivers arrived from different sources niether order was correct so I sent it back. It took over a month to get my money back and then contacted directv online and placed my order. They came out and it was determined I would need a pole mount. Naturally that cost extra. I had my own Hddvr so they charged me for another line because it need two cables.
After all was finished I kept losing signal. I had a supervisor come out and he said what I had was virutally a sail on a pole that was driven only about 8 inches in the ground with a pole driver. The installer didn't have equipment to do the underground drop so I trrenched it my self. They eventually had an installer put the pole in concrete. Now I live in Charlotte NC and we have been in a two year drought. Even with a very light shower of rain the signal goes out. I got used to it.
Several days ago we had a software upgrade and when it was complete I had lost most every channel and all of the locals. I went through the usual crap resetting, unplugging, checking fittings, inspecting the dish and all looks good. I love golf and the British Open is coming up so I was frantic to get it fixed. I called and was told it would be about $80 for a service call or extort me for a service contract which I finally opted for because in less then a year I have replaced one receiver and two remotes. I called back and told them I did not think I should be charged and after being on hold most of the afternoon and talking to idiots I asked him to see if other people in my area were having problems after the software upgrade. He mumbled on and on looking and telling me that he saw no incidence of this in my area.
By this time my frustration had reached the boiling point so I just hung up the phone and told myself at least tommorrow the intaller will have me up and running. He never showed. I called again and was told the service call was cancelled. This was obviously done by the rude clown I had talked to. I asked to be rescheduled and was told it would be 8 days. Long after the golf tournament. I called the cable company and they will be here tommorrow. Not all the good HD but better then no HD.
After another phone call to disconnect directv another rude clown told me there would be a $360 disconnect charge. You gotta love them. The first installer was to fat to get under my crawl space so I took my 66 year old [bodu] under there and crawled the length of the house and back to fish the cable. I am on disabilty with limited income. I sugget to you to stay away from these people.
Tim of Normal IL (07/15/08)
On July 14th, 2008 I wanted to watch National Treasure Book of Secrets on the HD channel in the on-demand section of my on screen menu. I clicked on what I thought was the channel which had the movie that started at 10:00 PM, and proceeded to purchase the movie. It was only until I got through all the screens that I found I had bought a movie that was over half done, the one that started at 9:00 PM instead of 10:00 PM. It was an honest mistake.
I could not find any way to cancel the purchase on any menu I tried. So I attempted to get in touch with their customer service but their automated phone call handler is STUPID and makes it almost impossible to speak to a real person. By the time I got through to a human being, it was too late to cancel the movie I ACCIDENTALLY rented. They refused and said there was nothing they could do about it. I said that was an unacceptable solution and mentioned that I wanted to talk to a supervisor.
I was told flatly that it would do no good to talk to a superior and that I was liable for the charged, even though their confusing system did not let me know that I had bought the wrong show time in error until it was too late. I was told that I have to buy the 10:00 PM showing if I wanted to see the film in its entirety. It was an honest, human, mistake that anybody could make, yet they have no provision for crediting me back. The purchase of DirecTV services was done through my phone company, Verizon. I intend to take up this matter with them but do not have much hope of getting it resolved.
My blood pressure went up to dangerous levels after talking with their unhelpful representative. I intend to cancel my service as soon as my time commitment is over. They should have policies in place to help people who make honest mistakes when ordering movies. They should also change their software to warn consumers that they are about to order a movie that is already in progress. That would help mitigate the problem I had tonight.
Doris of Silver Spring MD (07/14/08)
on 2/25/ became customer of Direct TV. since having the service, made several calls for technical support due to not having signal. service technician came out on 6/30/08 and checked uquipment, he reported to me that there was no way I could not have direct tv due to the location of my apartment and no siganl from the satelite , and it should have never been installed, I asked him what other choices did I have and he replied I had no other choice but to cancel service,
Direct tv refunded me $ 221.14 for a deposit, however charged me 346.08 for cancelation fees, I strongly feel this is an unjust act, and feel I should not be responsible for something out of my control.
Jill of Los Gatos CA (07/11/08)
We received a software upgrade overnight which caused our leased satellite receiver to reboot, erasing all of our saved movies and television shows. The receiver is now non-functioning. In order to make it operate, we have to buy a new receiver. We were given an option to enter into a maintenance service account for $5.00 per month for one year to receive a discount on a new receiver.
Since we recently upgraded to HD, our new service contract has several months on it which DirecTV says we would have to pay for if we decided to cancel service. We have been customers of DirecTV since 2000. We should not have been forced to receive the SW upgrade that obsoleted our receiver. Since the receiver is leased, DirecTV should provide functioning hardware and software.
1) cost of new receiver (variable depending on whether or not we purchase service agreement) or 2) cost to cancel service agreement plan if we decide not to use DirecTV in the future. We are in a remote area and do not receive television signals or cable.
Amy of Oshkosh WI (07/11/08)
In mid-march of 2008 I saw an advertisement for Direct TV in my mail. I called and over the phone signed up for service, but specifically asked what would happen if we decided we did not like the service and was told that all we would have to do is call them up and send back the satellite receivers. There would be no penalty. Well, since March we have had numerous complaints regarding the service. We lose satellite service whenever we have rain, and we have had alot. My husband is in Law Enforcement and we really need the service, especially when the weather is bad.
Today when I called to disconnect, I was told by a jay who I found out also goes by john that there would be a $400.00 disconnect fee. I then asked for a supervisor and spoke with niki who has an identification # of U7382 and she confirmed what Jay/John said. She said that we were sent a contract after installation and the disconnect information was in that and that we would have had 24 hours after receiving it to disconnect. She said she is in customer service and not sales, so she can't help what the sales people are saying.
What I am disputing is the fact that I was verbally told during the ordering process that there were NO penalties at all to disconnect. Is there anything at all that you could do for us? I would like the $400 disconnect fee waived or refunded (it will probably have been paid by the time any of this is resolved)
Ray of Bg WA (07/09/08)
I have DirecTV and the picture keeps going to black with a reoccurring chirping sound. When the image returns the picture is all distorted. I have two receivers and they are both affected. I contacted DirecTV and they say that I must upgrade my service in order to have the problem fixed. Or that I must pay a huge fee for a service call. I pay them each month for the subscription and receiver rentals, yet they won't fix the problem because the receivers are out of warranty. (WTF) I know that problem isn't on my end, my neighbor is having the same problem with DTV.
So obviously I don't need a service call, and DTV won't fix the problem less I shell out huge amounts of cash. This is wrong. The problem is on their end and they know it, but they won't address it so long as they can bilk their customers. They cause the problem, and won't fix it unless you pay them too. This is extortion. I have filed a complaint with my states AGO. When you call the phone company about your phone problems they don't tell you that you need to change your phone services in order to have the problem fixed.
When your DSL goes down your ISP doesn't tell you that you need to buy a new computer (from them) in order for the problem to go away. When the power goes out, the power company doesn't tell you that your power box is out of warranty and that you'll have to pay a bazillion dollars for a service call when the problem is at one of their sub stations and not at your home. So why does DTV think that I'll pay them to fix a problem on their end? Simple, if I want it fixed, I must pay their EXTORTION fees or suffer. Again that is simply wrong.
I have paid for service that I am not receiving. I have been told that to repair the problem that is caused by DTV I will need to pay hundreds of dollars for a service call that is not needed.
David of Solana Beach CA (07/08/08)
DirecTV failed to meet their contractual obligation to provide service. My service stopped working for almost 2 months while I was still being charged for it. DirecTV failed to restore service despite numerous emails and phone calls to their technical support. After almost 2 months of no service and hours of wasted time on my part a phone representative of DirecTV admitted fault, apologized to me, authorized the refund of the money I had paid while without service, and explicitly guaranteed an immediate termination of my account without $150 early cancellation fee.
In clear violation of the verbal contract I reached with their agent DirecTV charged my credit card for $150. DirecTV failed to rectify this despite hours of phone calls and email exchanges. DirecTV gave my name, address, and phone number to an egregiously unprofessional collection agency to harass me. I have documentation of all of the above in the form of cell phone, email, and credit card records.
A collection agency has my personal information and has been harassing me by calling me at 5am and 6am I've wasted tens of hours on email and phone conversation exchanges
Hedy of Hyatts. MD (07/05/08)
I told them in February that I would not want servi anyymore as of March since they overcharged me and insisted on paying me back by deducting $6.00 per month for 9 months. I wanted entire amount off bill since they hd already overbilled me.
In April I received harassing, rude, disrespectful collection calls. On May 8, 2008 I sent them email complaining about harassment and telling them I had spoken Desiree and Craig about cancelling my service and was confirming it by email.
Again on May 15 they sent me email and I replied I've told you many times I have no DTV. Last week they sent me another email saying my cable was cut off. In addition, they are ignoring my emails and now tell me that they have no notes about my cancelling service. I resent these emails and their response to me. I don't believe this.
I have FIOS and only have one TV. I even sent Verizon copies of these two emails since I don't want trouble with them and I can't pay for cable service by two companies at the same time. Now DTV tells me Iam in collection and they said they will send me to a collection agency. I asked them how my cable could be cut off when I have had no service since late March. They simply ignore me. They even spoke to my son in April. Now they simply tell me I am in collections and my cable was cut off in the last week in July. I also forwarded the emails to Verizon so that if I am held responsible for paying for two cable services for one TV. I only have one TV.
I was told that they were going to send me to a collection agency and that I still have DTV. I have the emails on my computer, sent them again and they ignore them, the dates, etc. How can they claim to cut my cable off when I haven't had their cable service and they refuse to accept ym phone callls and emails. the reason I send emails to confirm the problems is because theyy never keep good notes or have good customer service. I just end up now screaming and they just keep telling me I'm a liar and a cheat and dishonest. They just refuse to listen or answer questions and don't even mention the emails I sent them in May which just confirm the phone calls and the harassment.
Hernan of Southwest Ranches FL (07/03/08)
I Have contract until 2010 but I vever did it.
Jarrie of Camby IN (07/03/08)
I have been a customer with DirecTV for many years. Always on time. I moved and wanted it back. Installer damaged house. Drilled hole in brick. Didn't receive DVR as promised. Rude customer service. Tried to cancel within just a a week. DirecTV customer service rep told me I would be reimbursed and no longer responsible and mailed me the boxes to return the equipment.
Started receiving bills after returning equipment. Tried to talk to customer service rep and they hung up on me. Now collections are calling my work, home, harrassing me to pay for a service that wasn't even used for more than a week. Along with damage to the brick on my house.
Brick on house was damaged. Harassing phones calls from CBE Group and DirecTV.
Colette of Lincoln CA (06/27/08)
I entered into a two-year agreement with DirectTV on March 23, 2006. I fulfilled my end of the agreement, and discontinued DirectTV service on March 25, 2008 (have contract for documentation). In April 2006 (only a week after the service was installed), I called DirectTV several times troubleshooting their defaulty DVR player. On three separate occasions, and two months later, representatives tried troubleshooting and finally came to the conclusion that this particular DVR player was defective (his exact words) given the fact that it didnt record and never did since the day of installation on March 23, 2006.
I requested disconnection as of March 25, 2008 (two years and two days after my contract has been fulfilled), I was told that my contract isnt up until July 2008 and DirectTV will be charging me an early cancellation fee. Apparently this was the implied new two-year contract date from when the new working DVR arrived that replaced the one that never recorded. DirectTV has charged by credit card $37.47 without authorization and was able to processes this charge without the correct expiration date.
I requested a refund in writing for the early cancellation fee and their response to my written request was a message left on my answering machine that they will not be refunding my money. A month later, they sent me another bill stating erroneous movie charges totally $68.00. I now have to fight a collection agency.
Collection agency has affected credit report for $68.00.
Dan of North Royalton OH (06/26/08)
I am very unhappy with my service from Directv. Their system is not what I expected and very unuser friendly. I just dont like it. I called about 2 days after I received the service and requested to end my contract. They told me that I had only 72 hours to cancel. Well in my calculations 72 hours is 3 days and not 2. I told them that I received the service on Friday and I called on Sunday. They told me that since I had it installed on Friday afternoon that counts as one day.
I was upset and just dealt with the issue. I find out from a friend that Ohio law states that you have 30 days to void out of a contract (not sure if that is true). I called the other day because I am just disgusted with their service and their representatives. I talked to someone who was no help to me and told me that I signed verbally to a 2-year contract by sending in my 1st bill. I wasn't sure how you verbally sign something by paying my 1st bill. I asked to talk to a manager and he said that he could help me. I asked again and he told me that it wasn't necessary. I had to raise my voice just to convince him to let me talk to a manager.
I never talked to one because I was already on the phone for 10 minutes and I was frustrated so I hung up. They want to charge me 400 to get out of my contract!
Pawan of Broomfield CO (06/26/08)
I have been having so many problems with DirecTV, it's just outrageous. Since I switched from Comcast to DirecTV because of a promise of a lower cost per month, I have been paying almost twice what they promised me. I keep on calling them every month and they keep on moving me to the resolution center. They promise me a lower price and then it's the same again. I get another bill and it's the same story again.
Robert of Amarillo TX (06/25/08)
I started my service in 1996 with Primestar that included a $10.00 equipment rental fee. DIRECTV purchased Primestar in February 1999. The bill I received from DIRECTV maintained the $10.00 equipment rental fee. I continued paying the rental fee believing it remained applicable. I have since signed an Equipment rental conversion addendum to customer agreement in May 9, 2000 with DIRECTV.
I just discovered on June 18, 2008 after upgrading to a HDTV system, that the equipment rental fee for one receiver is zero. Equipment rental only applies to additional accessories such as VCR and additional receivers. The information DIRECTV has provided varies from one supervisor to another. It seems all of the former Primestar customers are paying the $10.00 equipment rental fee or more. Unless they have discovered that the charge is unnecessary. This mistake cost to me is $1,071.68 over an eight year period. I hope this information will inform others of DIRECTV practices.
Veronica of Aptos CA (06/22/08)
Because of the constant misinformation I get from Direct TV customer service representatives, I am not getting problems solved and I feel like there is nowhere to turn. I was told by at least 4 different DirectTV employees that I could switch out my old tuner and upgrade it to a new HD tuner with tivo-type capabilities for no extra charge. Each of the 4 reps. said I could keep the channels I had, and not choose the HD package at this time, but still get the new apparatus.
Since I had been misinformed in the past, I called Customer Service and spoke with 4 different individuals, on different days to be sure the information was correct. But when the installer arrived, he said the opposite. He said I MUST get the HD package with the new machine. I asked to speak to the customer service rep,. and also her supervisor who told me I MUST get the HD package. I told them I was informed by 4 different people on their end that I could choose to have the apparatus installed now, but not get the HD channels until later. So I asked the man to reinstall my old equipment and leave.
It seemed to me there was some sort of planned missinformation with possibly a commission bonus that would make for such consistant problems. Although it didn't cost me anything this time, it was not the 1st time I couldn't get a straight answer from thier people.
Last year Direct TV caused me to loose my East Coast ABC and PBS feed through wrong information. At that time I was told I could get the local HD channels, along with my east and west coast major channels. This I later learned was not correct, but by the time I had them switch it back, I was denied the ABC Eastcoast feed, and PBS. I do miss those channels, but value having the option of Tivo-ing programs hours earlier from the Eastcoast. I am aware that the laws are such now that local stations can deny me service from the East Coast, but the way Direct TV handles things makes a consumer feel very helpless. I happen to live in a pocket where both antena and cable TV reception is unclear (Aptos alsong the coast.)
I can no longer get ABC East Coast and PBS, which I had for many years before they began their customer baiting.
Claire of Northport NY (06/20/08)
Over the past six months ago, I have experienced many issues with mostly local HD -- 771 searching for satellite; pixellation; loosing picture; black screen; loosing sound; loosing guide; needing to reset the box at least one a day (this month). I have had MANY service calls; they have redone the entire installation, and we now have a homerun? (one single wire) from the dish to the receiver. We are still having the same issues. They sent a Tech Supervisor who confirmed the installation is correct and all our signal strengths are good and that it must be the receiver (they have software issues). We have been told about the software issues before and promised a box without these issues but unfortunately, they cannot locate one.
Now I get a response from The Office of the President? and their solution is that they will give us a HDDVR at no additional charge (provided we dont use the DVR portion) and we must commit to another 2 years or I can have a Tech Supervisor come for another service call. Those are the only two options I am given if I am not willing to work towards a solution? (accept their offer) I can get out of my contract. They are not willing to send another receiver. I am concerned about the DVR because I see the same problems reported on this forum.
I have written to Suffolk County Consumer Affairs and the NY State Attorney Generals Office both of whom are sending complaint forms. I think that this is a wide-spread issue, and after viewing the Technical Help Forum this morning, I can see that it is occurring all over the country! I would like to include some of these complaints in my paperwork to NYS Attorney General and SC Consumer Affairs.
Maria of Harrison NY (06/20/08)
After the Direct TV Tech came to fix the dish on June 17, my TV competely shut down after the first stor,. I called customer service on June 16. The customer service representative told me that since I am having recurrent problems with the signal, she is referring me to case management. She said that they will call me in two hours. Since I was leaving that evening, we arranged that they will call me on June 19 between 8 and 9 in the morning. I specifically asked wheteher or not I should be in front of TV, otherwise they could call me on my cell. Yes, she said, you should be in front of TV.
The next morning I called again and asked to schedule the call on June 18 in the evening. Ogf course-another customer service rep said-they will call you. I will make a note of it. To make lonmg story short-nobody called me on June 17, 18, and 19. On June 19 I missed two hours of work waiting in front of my TV. And you know what? I called twice, -I was promised that case management will call be tonight, tomorrow, or right away; that I don;t have to be in front of my TV, then that I have to be in front of my TV; then that they were sorry, they were making notes, they were sorry again. I strated feeling that I am loosing my mind.
Finally I spoke to a superviser. She said that case management will call me on June 19 between 7 and 9, and that she personally will check with me whether. While I am writing these notes somebody called from Direct TV asking me whether everything is OK?
Half day missed at work, no TV for a week, for which we are paying monthly fee, and finally FRUSTRATION!
Beverly of Richmond VA (06/17/08)
I signed up with Directtv and was installed on 03/29/08--everything worked fine(my fault-I did not realize it was until 2010) A month later I could no longer get my local channels--after two visit from the Directtv techs I was told that a tree-which has filled out with leaves-is now blocking the reception of my local channels. I cannot get any (NONE--not even a foggy screen)reception of the local channels-so the suggestion by a tech (who offered 60.00 for me to buy them) of getting an antenna is useless. I asked for the other channels that could provide the local programs to be allowed but was told that I needed a waiver to get them and--if approved--I would have to pay a fee--no way!
When I signed my contract I was receiving the full service - now that I am no longer getting what I contracted for and feel as if the contract has been broken and that I should be allow to move to a provider that can provide the services I want--I'm sure I would end up in court if I stopped paying them. What can I do legally? Please help.
I am not receiving the service (local channels) I thought I would be getting and cannot get it elsewhere due to having service with Directtv.
Florence of Bensalem PA (06/17/08)
We had an existing account with Direct TV and reopened it in March 2008. The reception of picture is unreliable and goes out on a daily basis when cloudy or rainy. WE canceled the account yesterday and was told that we would be responsible for a $283.00 early termination of contract. We didn't sign a contract and wasn't advised of a commitment of 18 monthes. I am on a fixed income and don't have $283.00 of disposable income to waste on unreliable TV service.
In jeopardy of bad credit rating if not paid.
Shelia of Diamond OH (06/17/08)
I purchased a R10 TiVo satellite receiver in August 2005 with a 12 month contract. My contract was up in August 2006. In October 2006 I started having problems with my receiver. Direct TV promised to send me a replacement DVR receiver at no charge, but I had to return my R10 unit (which I owned). I accepted but was sent a R15 model (which is not TiVo branded). I had to have this R15 unit replaced 4 times as each new unit would not work.
I asked to cancel my service in February 2007 due to on going service problems. I was told that Direct TV had started a new contract with out my knowledge or consent & that they now owned the receiver in my home. I was told to write a letter about having the commitment removed. On March 6, 2007, Montoya in Direct TV customer service agreed to reduce our contract date so that it was fulfilled in August 2007. I was not at all happy that they stole my property & started an unauthorized commitment but I gave my children the new receiver (that only works so-so) and purchased myself a used R10 TiVo unit from a local Direct TV installer in June 2007. I called Direct TV 3 times to ensure that this could be done and was told yes. I then had to purchase a $20 card to register the R10 unit to me & turn on my service.
Due to very poor customer service on Direct TV's part I have called to cancel my service on May 30, 2008. Direct TV is now telling me that they started yet another commitment on my account with out knowledge or authorization, and say that I am leasing the R10 unit (which I purchased cash on my own). Further more, both Gary (Retention Department) and Julia (Disconnection Department) agreed that they there NEVER should have been a lease or contract started on used equipment bought by the customer (myself). Having admitted to Direct TV's error, I was told by both Julia and Gary that they could not fix the problem and I would be charged $150 early termination fee.
Direct TV has started not one, but two contracts on my account with out my knowledge or authorization. I have never signed anything stating I agreed to a contract or commitment and have never received a copy of a contract.
I am unable to cancel my service with out paying fees on something I never agreed to and was never informed about. Direct TV also is stating that they own the R10 unit, that I bought used from a local installer. This unit is currently worth $200! I want all contracts/commitments removed from my account & acknowledment that the R10 receiver is owned by me & will not be returned.
Jan of Monument CO (06/17/08)
The DirecTV satellite receiver I had had since 05 July 2003 ceased to function in January 2008, but fulfilled its original 12 month contractual bligation. Since my DirecTV service is bundled with Qwest phone/broadband service, I contacted Qwest with the issue. I was transferred to a DirecTV customer service representative. On 22 Jan 2008, DirecTV sent me a replacement receiver; the older non-functioning receiver was not to be returned. A few days later, the replacement receiver & remote control arrived with an operations manual (and nothing more); from a sticker and surface mares, the box was a previously used unit.
DirecTV monthly fees were periodically raised from $34 to $55 which exceeded my budget. The week of 09 Jun 08 I contacted DirecTV (via Qwest) to terminate DirecTV service. I was not informed of any penalties that might occur. The service was terminated. On 16 Jun 08, I received a DirecTV bill for $260 alleging I had terminated the 2 year contract early. The bill also informed me that if I fail to return the equipment, I will be charged a non-returned equipment fee. At no ime was I aware that receiving a replacement box would obligate me to a 2 year contract. As a loyal, consistently paying customer for 5+ years, this is unethical treatment and business practice.
On 16 Jun 2008, I contacted DirecTV by phone. I voiced my complaint to 3 managers at DirecTV, each of higher rank. The last,Regina could not/would not reverse the charge and would not provide me a name to whom I should address a letter of dispute; she abruptly hung up on me. Resolution Sought: I want DirecTV to 1) negate the fraudulent $260 early contract termination charge, 2) forward a 0 balance due statement to me, 3) abandon this (and all) unethical business practices and policies, 4) initiate policies that REWARD loyal customers instead of penalizing them, and 5) empower customer service managers to serve the customer. Amount in Dispute: $260.00
I've forwarded my complaint to the Better Business Bureau and FCC with plans to implant it where possible. With this type of unethical business policy/practice, I can foresee a class action suit filed against DirecTV.
Arnie of La Crescenta CA (06/16/08)
We were assess $463 for early cancellation fee, even though we were with them for more than 5 years. It came down to when their product the box broke last dec. and ask for a replacement. When we cancelled last March '08 they said we owe $463 for early cancellation, we complaint to probably no less than 20 customer service/supervisors, and letters mailed, but only got crap from them and no response to the letters.
So I decided to e-mail the board of directors and some ladies name you suppose to complain too. Within an hour I got an acct. management person willing to work with my complaint (or so you think). He comes back after some couple of hours (or lunch) and said that it is within their rights to steal the money out my bank even though I'm not on the contract/acct.
So $463 and multiple bank fees later and to this day I'm negative almost $800 that I can't afford to supplement back into the acct. and also most of the bills I pay online cancelled our privileges and have to pay by mail.
Henry of Cherry Hill NJ (06/12/08)
In September 2007 we signed an agreement with DirecTV to use this satellite TV provider's service. It was bundled with Internet service from Verizon. The service was good and the agreement was for one year. In January 2008 upgraded the DirecTV service to HD for 1 of the 3 lines that we had. No one at that time told us that the agreement would be for two additional years. In fact, some time in March 2008 my wife asked the DirecTV customer representative how much longer we had on the agreement. She was told that there were only a few months left on the contract.
On June 23, 2008 we were considering an alternate offer that combined video, landline phones, and internet for less money than we were paying. We called to find out what our termination fee would be. We were told $380.00 because the contract was extended to January 2010 in exchange for installation of the High Definition equipment and programming. There was in fact an installation which I agreed to pay, but no mentin was made of an agreement that was twice as long as the original purchase of the service. When I complained I was transferred to the complaints representative, who upon our request transferred us to the complaints manager. Here's why: We were told by both the complaints representative and manager that we could write a letter to the DirecTV Billing Disputes department in Greenwood, Colorado, explaining the situation.
However, the Disputes department would automatically reject our letter unless we previously discontinued our service. This automatically became a Catch 22 situation. If we simply wanted to have our complaint considered, we would have to discontinue our service, and it would be unlikely for us to retrieve any part of our money because we were on record (created by DirecTV) as authorizing a 2-year change of agreement. If we didn't want to complain, we would continue to receive the service and be billed for it. The bill for our present service totals about $75.00 a month. The termination fee is calculated at $20.00 per month, totalling $380.00 in a lump sum payout.
They did offer to bundle services in an offer similar to the one I received from a competing company. But when they cross checked my address, it turned out that it wasn't served by the company they contracted with to provide the bundled phone service. I even suggested that I might consider a negotiated solution. They rejected this. What are my options, legal or otherwise?
Either payment to DirecTV of a $380 Discontinuance Fee plus the cost of the replacement service, or remain in a customer - business service provider relationship that has become unacceptable to me.
Josh of La Mesa CA (06/12/08)
DirecTV completely scammed me. In early 07 I called to cancel my subscription. The rep I talked to in the retention department told me that I could instead put my account on hold until the next football season started. I asked him if I at that time I would get a phone call to ask me if I wanted to restart my service as I was unsure I even wanted to restart service. He told me I would. 1 year later I notice many DirecTV charges on my credit card for 5 months worth of charges. I wondered what had happened not remembering the restart because I was relying on DirecTV to call and ask me before starting. I can understand a retention rep wanting to keep someone from canceling, that is their job, but that doesn't mean that person can say things that are not true, or make promises DirecTV does not follow through on.
DirecTV had a responsibility to right any wrong their broken promises have caused and they have not done that. I contacted DirecTV and was met with indifference, given the runaround, dealing with people that either have no authority or no inclination to do the right thing, mostly robotic-like customer service reps towing the company line. The great customer service that their commericials advertise are a joke. They should take the millions of dollars they spend on those commericials and use it to revamp their customer service department to actually try and do right by their customers.
Linda of Brewster NY (06/11/08)
We have a Direct TV account, we' ve moved, Direct TV does service our area. However, Direct TV cannot provide service to our house because of the trees. They are not able to get a signal to our house. We tried cancelling our service and order from a local cable company, but Direct TV told us if we cancel, we will be obligated to pay a $180 charge for breaking a service contract. We said we would be glad to stay with Direct TV if they could provide us with service, they are not able to. They are not living up to the service contract. Why should we be charged?
Direct TV continues to threaten to withdraw $180 from our bank account if we cancel- they are not able to provide service. I directed them to bill us and did not give them authorization to automatically withdraw from our account. They did withdraw May's charges. We continue to be charged $29 per month with no service.
Stephen of Brooklyn NY (06/09/08)
I entered into an agreement for two years in January 2006 for three boxes and one Data Video Recorder (DVR). In November 2007, the DVR became defective. Technical Support of Direct TV said they would send a new DVR and I should mail back the defective DVR in the box provided. In J|une of 200, I asked to have my service terminated since I could no longer afford the service. They cgarged me $204 for early termination. I explained that the contract expired in February 2008, but they insisted that when the DVR was replaced for free in November 0f 2007, that automatically extended the contract for another 24 months.
I asked why I was being penalized for Direct TV's inability to honor the original contract of two years and I was told by Jennie that it was the company policy. I had previously spoken to Mark who told me that the unit was under warranty and that I should be receiving a check for the $204. The next day I received an email to say that the charge was valid and I would not be receiving the check. I asked to speak to a supervisor, Charm, who also told me that the charge is valid even though Direct TV did not complete the two year agreement. She said the contract was extended because I didn't have maintenance insurance. This was the first time I had even heard of maintenance insurance from Direct TV. Charm also said that because I received the new DVR at no cost they automatically extended the contract.
Again, I was not told of any contract extension. When I terminated the service in June 0f 2008, I found that Direct TV had debited my debit card without my approval even before I received the invoice. For the entire two year period, whenever I had to make a payment I would do so online and I had to approve the transaction. Now that I was terminating the service, they took the money from my account without my approval. I explained many times to several people that I should not be charged for Direct TV's inability to fulfill their contractual obligations and that in effect, by leasing equipment with a poor Mean Time Between Failure they ensured themselves of a contract in perpertuity. Every time the equipment would fail, they could extend the contract for another two years. At the expiration I was asked to Fed EX the DVR back to them, which I did.
$204.34 has been deducted from my account without authorization.
Diane of Hendersonville NC (06/08/08)
I was not sure of the length of my service contract with Directv so a few months ago I called and spoke to a service rep who told me my contract was for 12 months and completed 12/2007. I asked her was she sure and was told yes and she repeated the date. Unfortunately I did not write her name or the date of my call down since she sounded so sure and I was satisfired.
On 6/4/08 I completed the installation of my new cable service and called to cancel with Directv. I spoke with Charlotte and was told my agreement was not complete until 12/08. Since I could have waited until then to make the change I was upset that I was given the incorrect info during my first call and told her I would not pay the fee since I was given the incorrect info. She said it didn't matter what I was told this is the way it is so I have to pay not only the cable fee but the fee for the entire month of June even though I was cancelling on the 4th.
I didn't think it was legal to charge for a service that was not being provided and would contest the charge as well as the cancellation fee. She said go ahead it doesn't matter we will take it from your credit card that is on file. And also that if I don't return my equipment in 5 days I would be charged (not sure the amount but it was over $300.) for the boxes as well.
Today is the 8th and I have not received the return boxes so they definately will not receive them in 5 days. My question is can they charge me for the entire month since I cancelled in the first four days? Also is it ethical practice to charge me for the next 7 months for a service not being provided since there customer service rep gave me the incorrect info. Had I been given the correct date my contract ended I would have waited to make the change. I have written to their billing dispute department but don't hold out any hope for a good response since Charlotte was very agressive and implied that the misinformation was not going to change the end result and my credit cards will be charged.
Anthony of Carson CA (06/08/08)
Re: DirectTV Bait-and-Switch The City of Los Angeles has brought a lawsuit against Times-Warner for not providing services to subscribers.
I write to tell you of another 'bait-and-switch' that DirectTV is attempting to pull against my mother, a San Pedro elderly resident. She switched from Dish Network almost two months ago because DirectTV offered a few more high definition channels. The original offer was for up to three TV connections at $29.00, I'm sure you've seen the many mail offers. After a long discussion with the agent over the phone we agreed the monthly charge was to be $51.00. The charges were higher because my mother needed one high definition desk-top receiver and one regular receiver, plus the high definition service. We agreed to the higher $51.00 fee. Dish Network would have charged is $49.95, but they offered a few high definition channels less. We all thought it was worth the extra $1.05 to switch.
Needless to say, my mother was very upset to receive her first bill at $73.38! I called DirectTV on her behalf to straighten the bill out. I finally told the agent that we agreed to pay $51.00 and that we refused to pay the $73.38 they demanded. The agent finally said fine, send in the $51.00 payment. This month we got another bill for $77.76! A second phone to complain got me nowhere and after a very long discussion with the agent I was finally connected with a supervisor. I told the supervisor that we would not pay that kind of money because that was not the amount we agreed on.
At this point the supervisor said no, we agreed to those higher charges and after all, DirectTV was giving us 'free' HBO for three months and that should help make-up for the higher cost! I then told DirectTV to come and get their equipment because we were not going to be cheated or coerced into paying that kind of money for their service. We told her we would only pay the original $51 we agreed to. At this point the supervisor said, That's fine with us BUT, you will be charged $400 and more because you are ending service early. She also advised that DirectTV would be charging my mothers American Express card for all charges in mid-July no matter what we said.
Needless to say, we are extremely upset and feel almost robbed by this dishonest company. How many other Los Angeles residents have been cheated by this company? Please know that we will do everything possible to help see this bait-and-switch end. If it requires a lawsuit, we will cooperate with the city in every way.
DirectTV demands $400+ because we refuse to pay $73.38. We now discover DirectTV used coax and connections provided by Dish Network. Dish Network advises there may be a charge to restore their connections!
Mike of Allenstown NH (06/06/08)
Direct TV sent a letter to our home as a thank you gift for loyal patronage we were offered $5 off per month for a year. or 2 free ppv, or $50. We selected the $5 and were never told this is a contract for service for a year. Never told there would be a cancellation fee, never told that the rates would go up during the year. We had the same equipment for 6+ years.
We canceled our subscription to Direct TV because they raised their rates again. We were then told there was a cancellation fee for early termination, they made an unauthorized charge to our credit card (we were not on automatic payment) We were charged a late fee for non-payment.
Clayton of Malott WA (06/06/08)
This customer service issue involves a $10/month credit/decrease on my DirecTV/Wildblue combo-package for one billing year. This purchase occurred on approximately 10November2007. I'm very upset that, to date, I haven't received any of my monthly $10 credits for the above combo-package. I have tried many times, in vain, to obtain these credits since early this year. My last two DirecTV phone contacts were 26March08, Contacted Employee #409089 (Tessa) who couldn't resolve my credit reimbursement problem after approx. 30 minutes. Per Tessa, my problem information was referred to another more appropriate department (Confirmation?) that would address my problem and then later contact me. I received no followup response from DirecTV.
21May08, Contacted Employee #412951 (Steffine) who found previous, 26March2008, account-notes. However, Steffine couldn't resolve my credit reimbursement problem after approx. 30 minutes. Per Steffine, my problem information was again referred to another more appropriate department (Confirmation?) that would address my problem and then later contact me. At that time, due to my past DirecTV experiences, I also asked Steffine to enter into her notes that if I didn't hear from DirecTV by Friday, 30May08, I would begin looking for Wildblue and DirecTV replacements.
And now, after receiving no followup response to date from DirecTV, I'm looking for Wildblue and DirecTV replacements. I also informed DirecTV that I'll be notifying Consumer Affairs and the FCC of these problems, in case similar problems have, or are, occurring for other DirecTV customers.
Lost $70 for 7 months service (terminating service on 7June), if stayed with DirecTV for one year, lost would have been $120 (12 months @ $10/month). The money isn't as much of an issue, as is DirecTV's method of doing business- how many more customers have been subject to the same treatment?
Osias of North Las Vegas NV (06/04/08)
I had Directv for two years (2005-2007)I cancelled and switched to Cox Cable, Directv kept sending me letters with good offers if I came back to them so I did three months ago, the offer was $29.99 a month for a family package, since then the payment is for $52.00 I call them every time and they say they are going to change it for the next month, until now the haven't. last week they told me this offer was a lie and I want to cancel because they are not keeping the deal.
Directv tranfers me from one associate to another when I call them making me wait for long periods of time or even hang on me, and no one can solve my problem. They are telling me that their office is in Monterrey Mexico and if I cancel they are going to charge me $360.00 or stay with them for 18 months paying the $52.00
Cheryl of Jacksonville FL (06/03/08)
I recently purchaed a new HD tv I had to get a HD receiver from Direct TV which cost me over a 100.00. I was led to beleive that I owned this box, until I was getting charged 9.99 a month for the service (which I did agree to) then an additional 4.99 a month which I didn't know anything about.
When I was on the phone with customer service wanting to cancel they informed me of a new 2 year contract that they said I agreed to when I got the new receiver. THAT NEVER HAPPENED. They can't prove it and I have emails from them that pretty much says too bad! I pay over 1200.00 a year for this service and for them to treat a loyal customer like this is crazy.
Royal of Leander TX (06/02/08)
Information about DirecTV policy on termination agreements and consumer complaints. Many complaints are correct. Anytime you cancel service for whatever reason and you do not accept their offer of up to $20.00 a day for a year to keep you as a customer they will research their records and charge you a cancellation fee depending on your equipment and packaging. Any change will trigger that commitment extension. Verbal agreement, whether you actually said it, is unwavering due to a new policy of issuing bonuses to employees to enforce this issue.
Your only alternate at this time is to report it to the Federal Trade Commission and if enough complaints are recorded there might be a possibility of imposing regulations on satellite providers as is now being proposed as stated on internet content: FCC may regulate cell contract early termination fees
I have been a customer for 13 years and offer the following about my experience upon discontinuing service. If they have your credit card or bank information on file you will be charged a fee without your authorization. If you disable your account be sure and get the employees name and date so the charge can be reversed. They will then bill you and after two statements you will be contacted by a bill collection agency although you may have disputed the charge. Their form letter arrived after the bill collector called my home.
Be advised about their new protection plan because they do have some problems with the new HDTV receiver. You will be charged $20.00 for a replacement if it fails and likely hundreds of dollars if you do not subscribe to their $6.00 monthly plan. The DirecTV dish antenna on your roof belongs to them but they tell you it is now yours. I recommend that you remove any dishes with their logo and discard them because they wont take them back for any credit to offset cancellation charges.
I have just received a letter from CBE Group, one of DirecTVs bill collectors giving me 40 days before they report this debt to one or more national credit bureaus. It is a shame that at the age of 80 my credit rating of excellent is in danger because of a Corporate policy to base their contract enforcement on questionable verbal agreements.
Frustation and depression at the age of near 80
Ted of Harpers Ferry WV (05/22/08)
I have talked to DirecTV to discontinue service only to find out that we would have to pay $260.00 to discontinue. It seems that it is DirecTV's policy to extend the contract period by 18 months every time they have to replace a bad receiver. The explaination that I got was that I owned the receiver that went bad.
When we contracted with DirecTV in 2004 we got the dish and three receivers upon activation. I have had to replace two receivers since 2004. Technical Service told me that because the receivers were out of warranty that they became owned receivers instead of leased receivers. Yet according to the customer agreement that is posted online the receivers have to be returned upon deactivation of the contract or a $55.00 fee will be accessed.
Customer Service has explained to me that since 2006 that all the receivers obtained from that time forward are considered leased receivers and that any receivers obtained prior to that are considered additional receivers or customer owned receivers. Both receivers are billed @ $4.99 a month. Additionally, no where in the customer agreement or equipment addendum is there any verbage identifying the additional contract requirements. It seems underhanded that DirecTV can and does change the terms of their contract without some sort of customer notification.
Jean-Marc of Mountain View CA (05/19/08)
As I moved out in July 2007 from my house in the North Bay of San Francisco, I called DIRECTV in order to cancel my account. As I called, I made sure to ask questions about the dish and receiver, and whether I had to return them in order to avoid any charges associated to them. All these questions where answered well and I had, I thought, made clear that my account had to be cancelled and was not to be used anymore... Wrong and I should have requested a letter of confirmation...
Yesterday, 8 months later, I realized that DIRECTV started to charge my credit card again. Surprised, I called their number and after 2 transfer, I heard that I only requested a suspension of my account, and that no cancellation had been processed in July 2007. Conveniently, the suspension is only temporary and DIRECTV simply re-activated my account 7/8 months later, without notice, even though I do not live at the address, the phone number on file has been cancelled and I did not give any authorisation to resume the service...
Well after 3 transfers, 35 minutes on the phone, I managed to talk to Angela who offered reluctantly a pro-rated refund of the money charged. I had to insist another 10 minutes to get the full refund and a letter of confirmation for the complete cancellation of my account, the refund as well as deletion of all my personal and financial information from their data base. I managed to remain very calm on the phone and wanted to express how deceptive and unethical the sales practice they adopted is, but Angela hung up and did not give me the opportunity to do so. As a consequence, I thought sharing this experience and fraud (my personnal opinion) on the internet for everyone awareness. Thank you
Fredrick of Upper Marlboro MD (05/13/08)
On March 17, 2007 we cancelled our DIRECTV services due to Directv's system interoperability issues with our Verizon FIOS telephone system. We were told at that time we would be charged an early cancellation fee. Last year, we raised with DIRECTV various technical problems we were having with our current system and its interoperability with our Verizon FIOS, such as downloading movies on demand and uploading the current Eastern Standard times, etc. For several hours over separate, repeated telephone calls, DIRECTV tried to perform trouble shooting. To no avail, DIRECTV sent out a technician who couldnt resolve the problem. As a remedy, DIRECTV replaced our current system that we paid for (owned) with a new High Definition system at no cost. However, we were still having technical problems such as ordering movies with our remote.
We called repeatedly about this issue and were told by customer service representatives that your system could not work with Verizon FIOS and that I needed a land line. Furthermore, there wasnt any indication of when our system would be interoperable with Verizon FIOS. We disputed the early cancellation fee of $162.00 because at the time when we received the High Definition system we do not recall being told there would be a two-year commitment.
In addition, we have shown our commitment of being loyal customers with DIRECTV for over 10 years, including our current residence address and our previous address. Because of our long standing relationship and their desire to have customer satisfaction first, we requested a courtesy waiver of the cancellation fees.
During the week of April 10, we received a letter from Directv saying we still owe $162.00 because we did not meet our service commitment. We called on April 17 to request a copy of the commitment that we agreed to or to hear a recording of the commitment. We were told that we would get a returned call in a week. It is now May 13 and we still haven't received a returned call.
James of Leominster MA (05/12/08)
After recently dealing with my Mother's death, I called to cancel her service. It seems that she had called recently to shutoff her service because they had increased their rates again and she was retired and on a fixed income. Directv offered to decrease her bill by $10.00/month, therefore locking her into a 12 month contract. Please keep in mind that my Mother had Directv for easily 7 years.
They forced me to deliver a death certificate in order to avoid a penalty being applied to her estate. I offered to send a copy of the obituary and nothing but a death certificate would do. Very callous and very disrepspectful in my opinion. I am hoping that people will read this and understand what type of company they are thinking about dealing with.
Mental anguish is about all the damage I received, but people need to know what I went through as I believe it was unconscionnable.
Shirley of Fancy Farm KY (05/11/08)
I have been a long time customer of Directv and was very pleased with the service until the last year when I upgraded to HD-DVR in March 2007. I spoke with a man on the phone to obtain this upgrade. I asked specifically if I would own the equipment or would this be rental as I was an old Primestar customer so all my other equipment was owned by Directv and I was never charged for service calls. I was assured that nothing would change in that regard. I never received a written contract. I assumed I was extending my contract for a year but was never told as much. The HD-DVR gave me trouble so I had to call in a lot.
In November 2007, the system stopped working completely, so they sent technical support to repair it. About 2 months later I received a larger charge from Directv to my credit card than ususal. (I was using auto bill pay to my credit card.) I called Directv. I was told that I owned the equipment and therefore had to pay for service charges when something went wrong. I was very upset and told them as much. I asked at that time when my contract would be up so I could to another company. I was told March 2009. I continued to raise my complaints until they offered to drop the service charge if I would purchase the maintenance agreement which I did. I also dropped my auto bill pay by credit card and started to pay by check.
In March 2008 the remote stopped working, so I called again. The tech worked with me on the phone to try to get the remote to work to no avail, so they sent a new remote which would not work either, so they had to send a new receiver which I installed myself. Shortly thereafter I received notice that my bill would be going up so I called Directv on April 13, 2008 and spoke to Jason, ID#410441, to see what it would cost to have my directv disconnected early. He checked and told me it would be $137.50. As I did not think this was too high, I told him to have my service disconnected asap. He told me they would send me boxes to return my equipment. I questioned this since I thought I owned the stuff. He said no, it was leased (somebody lied).
I told him that started the whole reason for my wanting to get away from Directv as I could not trust them. I told him to bill me the $137.50 and I would return the equipment but if they wanted the dish they would have to come get it as I cannot get that off my house. They said they did not want it. I went ahead and had cable installed and then received a bill from Directv that said I owed 0.00. Looking on down the bill, it indicated $484.84 was charged to the credit card I used to use for auto pay. I never authorized this. I called Directv and spoke to 3 different individuals and all 3 gave differnt information. One told me I had 2 contracts, one that expires in 3/09 and another contract that started in 3/08 when I received the replacement receiver that would not expire until 3/10. I exploded at that point. I told them I have nothing in writing to this effect and I will not pay the $484.84. I will pay $137.50. I was told by the second person that I would pay and there was nothing I could do about it and the third told me to write a letter of complaint and he would also try to get the amount waived and I would hear from him within 7 days.
That was 4/30/08 and it is now 5/11/08 and I still have not heard from him. I had to call my credit card company and dispute the charges, cancel that card and get a new card issued. I am contacting the State Attorney General as well as the Better Business Bureau. I would love to find an attorney to take legal action against Directv. People need to know about their underhanded actions before they get in as deep as I have and these other folks listed in this forum. This company needs to be made accountable for their illegal actions.
I guess I will eventually have to pay the $484.84. I have had to cancel my credit card, file disputes on my credit card. I have not been able to sleep over how companies such as this are allowed to operate in this country.
S. of Mountain View CA (05/09/08)
May 9th - The technician who arrived today to supposedly replace our broken DVR, replaced it with a normal receiver and charged us $176.00 for the same. We did not authorize this. DIRECTV is charging me for replacing a broken piece of equipment that they sold me and replaced it with the wrong equipment! This amounts to fraud! Directv has been unhelpful in this regard, they keep hanging up on us as no one wants to take the responsibility.
Four full days of wasted time. Distress caused by customer service trying to place blame on me, waste of time, money. Directv has broken its contract and refuses to refund me for lost time and will not pick up their equipment without laying heavy cancellation charges.
Juan of Costa Meas CA (05/08/08)
Signed up for Direct TV with the verbal understanding that I have 3 days to cancel my service, for any reason. On 3/2/08, installer attempts to set up Direct TV at my home, started at 0900, finished at 1500, then declares system is functioning properly, then presents contract for my approval and signature, which I signed. After brief evaluation and use, my family and I decided that we were not happy with service, called Direct TV 1 day after installation to cancel service, was informed that I had 24 hours to cancel service, which contradicts original statement of 3 days to cancel service.
After returning all equipment to Direct TV, there is still an outstanding bill due, which involves my bank account, that I should not be obligated to pay.
Rafael of Staten Island NY (05/03/08)
I'm a subscriber of DirectTv for the past 8 years. I've never been late with my payment. I have the highest package they offer and pay I think too much. My compliant is about there technical service which I also pay for. Since January of 2008, I've been requesting certain repairs for my service. At the start the techs would show up and not repair the problem. Weeks would go by contacting the company to please repair the problem. After 7 different techs, and replacement of equipment, it was fixed.
Now, I'm having problems with some equipment again. I contacted them on Thursday the 24th of April, they told me We will have a representative contact you within 2 hours to schedule an appointment. 6 calls later I've yet to receive an appointment for the repairs. Well, I called to see what I needed to do to cancel my service and they're telling me that I have to pay $400.00 plus this months service. I looking for someone to mediate & justly correct this situation so that I may move on with my life. Thank you.
Stress,frustrated, anger, high blood pressure, high blood sugar,etc.
Fred of Holly Hill FL (04/30/08)
After receiving a second notice from Collecttech Sysems, a debt collection agency being used by Direct TV I informed them that I was in dispute with Direct TV and to stop contacting me about this debt. They told me they will still contact me to collect the debt.
The other part is that Direct TV should have never contacted them as Direct TV helped themselves to my money in my checking account without my authorization or knowledge so how did I miss a payment? Why didn't Direct TV just cut off the service. I believe I'm being harassed by Collecttech Systems and I believe they owe me 1,000 dollars for violating the Fair Credit Debit Act as I informed them in writing that I was in dispute with DirectTv and to stop contacting me which they have failed to listen one time thus far-to date.
Inconvenience, stress, annoyance which can affect my medical condition of seizures.
Mark of Mount Victory OH (04/30/08)
Direct TV: Deceptive and misleading marketing practices We were deliberately deceived and not told all the truth about the real cost of Direct TV's service after their special $69.00 four month promotion. We were never told the outrageous high cost of these satellite services after the four-month promotion. For instance, NFL Direct Ticket by itself was going to cost $259.00 to continue. Similar high costs were also associated with continuing all Direct TV's services after the special $69.00 promotion. Even the basic Direct TV package with no extras was costing us more.
On Thursday April 24, 2008 Direct TV went into my checking account without my knowledge, permission, authorization, or notification and removed $223.66 from my account for early cancellation fees. Our cancellation was justified, put simply, Direct TV's $200.00 early cancellation fees are unjust and gained through deceptive and misleading marketing. Thank you for your help, I would like to prevent other from such deceptive and predatory marketing.
Poor service & product after the 4-month promo. Direct TV into my account without my knowledge, permission, authorization, or notification and removed $223.66 from my account for early cancellation fees.
Dan of Cooper City FL (04/29/08)
Called to cancel service and was told that because we had a new receiver put in back in Feb 08, this automatically signed us up for a 2 year contract which would cost $420.00 to get out of. My complaint: The new receiver was put in by a service tech after he failed to fix a poor reception issue with the old one. Its not like we WANTED a new box.. we HAD to accept it in order to get a clear picture. Explained all this to Directv on the phone and in an email, but they didnt budge.
$420.00 to get out of a 2 year committment we didnt know was in place, and for which we would not have agreed to had we had a (reasonable) choice.
Jack of Rancho Palos Verdes CA (04/29/08)
I live in a 396 unit apartment complex that formerly provided cable TV but a few years ago the entire complex was converted to Directv. This is my only choice of TV reception. The complex provides very basic limited local service and I pay aproximately $53.00 per month for a second converter box and access to other non local satellite channels but NOT any premium channels such as HBO, Showtime etc. I just received a letter informing me that effective May 11, 2008 all subscribers will now be charged $24.00 quartely or $80.00 annually for a Protection Plan.
This sounds like a total scam to me and another way of fleecing the consumer. These people have nickle and dimed me so much I dropped the premium channels in the past and if I didn't have grandkids I'd drop the whole thing. The interesting thing is when I called this company to complain I was told that I could choose not to accept the protection plan (of course there is no mention of this in the letter) but I will be billed a very high rate ($70.00 p/hr) for service and have to pay the cost of all equipment replacement should any equipment fail. I could pay the protection plan rate for years(I'm sure they will bump it up again even higher) and never need to utilize this Protection Plan (sounds like the mafia)or wait until something goes wrong and pay through the nose for something I've had all along for free.
My complaint is that the letter does not stipulate an option and should something go wrong with the equipment we already pay too much for what we get and they should fix/repalce it for free. That would be customer service. I'm hearing that soon I may have another TV option through Verizon and if that is the case it's adios to Consolidated(not so)SmartSystems. Just want to go on record in case you get additional complaints. Thank you.
Right now if I have a problem they fix it for free. I don't recall ever having a problem that required fixing but in the future if I don't pay this annual fee I will have to foot the bill for such repairs on their equipmeent and this is a economic disadvantage/hardship.
Doug of Cincinnati OH (04/28/08)
Heres my DirecTV nightmare I signed up in February 2008 through DirecTech, an MDU (Multi-Dwelling Unit) installer/reseller for DirecTV. Since we live in a condominium complex, we needed to go through the MDU people. DirecTV and Cincinnati Bell work together to combat the cable companies, and offered me an extra $6/month off my DirecTV bill, provided youre a Cincinnati Bell customer too. So, when I received my first DirecTV bill, I called Cincinnati Bell and gave them my DirecTV account number.
The first problem was that I was not receiving the free HBO, Cinemax, Starz, Encore, and Showtime I was promised for the first 3 months of service. I didnt notice it at first, since we dont watch many movies, but I had to call to have that turned on when I noticed it. Within the first week or so, I noticed the picture flickering on most channels, especially during commercials. This flickering was occurring when the picture changes (when you watch TV, the picture is always changing). Sometimes, it was white/opaque vertical lines, and other times these lines would resemble the image that was just on the TV screen. In either case, it would just be visible for a fraction of a second. Nonetheless, it was enough to be annoying.
So, I called DirecTech and had a technician come out. He installed some boosters on the lines. That did not work. Same problem. I was watching Family Guy the night before and it was REALLY flickering during that show, so I threw a tape in the VCR so I could show the technician the next day. I played it for him and he acknowledged there was a problem, but he said, I really dont see much of a problem? As far as I was concerned, it was blatantly obvious, but he just shrugged it off as nothing he was really interested in. Right around this time, I realized I still had not seen my $6 credit for being a Cincinnati Bell customer. I just received my third bill from DirecTV, but no $6 Cincinnati Bell discount. Hmmm. Back on the phone!
I did a 3-way call with DirecTV and Cincinnati Bell. They both reported that it takes up to 3 billing cycles for the discount to show up. Ridiculous! Back to the flickering problem Frustrated, I took one of my receivers to a friends house and hooked it up to their DirecTV dish and television. The flickering problem happened there, too! I wanted to rule out my televisions, coaxial cable lines in our condominium building, the MDU dishes, and even electrical interference in our electrical lines (including power strips and surge protectors). Consider all that stuff ruled out! I even left the receivers on all the time to see if that might make a difference. Nope, flickering still happened!
At my wits end, I called DirecTech again to request new receivers. They sent out a technician again and he installed new receivers. It was the same guy as before (the guy I played the Family Guy tape for). Again, completely uninterested in the problem, he just hooked up 2 new receivers, called to get them activated, and left. He didnt even take the old receivers. I asked him as he was on his way out the door if he wanted the old receivers, and he said DirecTV would send a prepaid FedEx box to me if they wanted them back. Unfortunately, the new receivers were doing exactly the same thing. Talk about being disappointed! Since the new receivers were doing the exact same thing, I decided that I couldnt handle this; Im canceling my service. Thats when the real fun started I called DirecTV to cancel the service and spent 45 minutes on the phone with 2 people arguing over breaching the agreement.? I explained to them that I had a signed agreement that says I can return the equipment within 14 days of downgrading or disconnecting my programming in lieu of any charges.
Here is exactly what my signed agreement says: Consequences of Your Failure to Maintain Agreement: If you fail to maintain your programming commitment, you agree that DIRECTV may charge you a prorated fee of up to one hundred fifty U.S. dollars ($150) for standard receivers and up to three hundred U.S. dollars ($300) for advanced receivers. Within 14 days of downgrading or disconnecting your programming, you have an option to send all of your DIRECTV System equipment (receiver[s] and remote control[s]) to DIRECTV in lieu of this payment. The equipment, including the Access Card inserted into each DIRECTV System Receiver unit, must be returned to DIRECTV in good working order, normal wear and tear excepted. Visit DIRECTV.com or call 1-800-DIRECTV for details. Now, what does that mean? If you ask DirecTV, it means I can cancel my service within 14 days of being installed. If you read it, it means I can cancel my service and I have 14 days to return the equipment without being charged.
Like I said, I spent 45 minutes on the phone arguing over this signed contract. Even though I was holding it in my hand and reading it to them, they denied its existence by saying, we dont have people sign anything; we have verbal agreements.? I said, but I am hold it in my hand, it has YOUR logo on it.? He replied, the installers sometimes put our logo on their paperwork.? Whose fault is this? Well, this was 45 minutes of wasted time; all they would say is if I got billed an early termination fee, I could write a letter to the Billing Disputes Department. I was offered another service call and/or $10/month off for the next 6 months. I didnt want to terminate my service, send the equipment back, abide by the agreement that I signed, and possibly get a bill in the mail for canceling early. So I kept the service on and slept on it.
Next day, I decided that I really did like the channel selection DirecTV offers, so I thought I might try one of my parents old DirecTV receivers, as theirs never presented any problems. Problem is, you need a new access card. So, I called the Access Card Department, explained the whole situation, and that I was attempting to fix a problem DirecTV or DirecTech couldnt fix. He was willing to send me out an access card at no charge, but he needed the receiver ID. I asked him if I could do a 3-way call with my mom and she could just read off the information from the receiver. Unfortunately, she was not home. So, the guy I was talking to said he would document all this (including offering me a free access card), and he would put it in the top notes? so they would see it right away for when I called back with the used receiver information.
Next day, I called mom and asked her to read me the receiver information and mail the receiver to me. I called DirecTV right after that and was told that there was NO WAY I could ever have an access card for no charge. Then I asked why I was told just the day before that I could, she said she didnt know why I was told that but access cards are $20, and that was NOT NEGOTIABLE. Before coughing up $20 to fix DirecTVs mistake, I said that I would take that $10/month off for the next 6 months that I was offered a couple of days ago. Now are you ready for a good laugh? Her response to me was, That was a time-sensitive offer, only good during the conversation with that person at that time.? After this whole thing blows over and is just a memory (more like a nightmare), one thing is for sure: DirecTV has lost a customer FOREVER.
George of Ft. Lauderdale FL (04/27/08)
On November 23, 2007 I purchased a DirecTV D10-200 receiver on eBay. This unit, ID: 0003 2280 3594, was purchased as is and used. I have the receipt for the purchase of this unit in my possession and the transaction information appears on my eBay statement. On January 11, 2008 I decided to activate this unit and in order to do so I purchased an access card for this unit per instruction of the customer service agent at DirecTV so I could then use this device.
On or about the 23rd of January I noticed a lease fee on my bill but thought this was just the monthly fee for using the extra device. I was never told that this would be a leased unit either by the seller on eBay nor the customer service agent for DirecTV nor was I told I would be locked into another 18 month commitment to DirecTV.
On April 12th I called to cancel service and was notified that I was held responsible for this agreement and would have to pay for this. I do not have nor was I provided a signed receipt showing I agreed to this nor was I ever provided any information to this effect. On April 19th, unbeknownst to myself, my American Express Card was charged the amount $317.01for what has been invoiced as an early cancellation fee. At no time did I give DirecTV authorization to debit my card for this in fact I refused this fee and told the representative on the 12th of April I would be disputing this.
I am disputing this charge for the additional 18 month commitment as I have had service with DirecTV since 2006 and have fulfilled the original service commitment. Additionally I am disputing the lease charges for the receiver that I had purchased from eBay and have been charged by DirecTV for. Youre assistance is appreciated in this matter.
Unautherized charges to my credit card caused me to cancell the card in fear of additional attempts to defraud me by DirecTV.
Stephan of Manchester VT (04/26/08)
Last year we purchased the exhorbitantly priced MLB (WARNING-IT SELF RENEWS!)package soley to watch the Yankees. We had numerous game black outs and decided to upgrade to the premium package for the YES network. All went swimmingly for about a week than an error message appeared on the screen. After an hour on the phone with tech support, I transfered to some supervisor that offered up a bunch of excuses why we could not get the games, at first because we were in the regional area or the we out of the area and had to buy the MLB pack. Why it worked for a week she could not explain. So, after 20 yrs as a Directv subscriber, I will move over to cable. At least i won't lose the signal during bad weather and i will have the broadband to watch the game on MLB.com.
severe emotional distress as i cannot watch the yankees. Try and read the fine print with Directv before you agree to any changes, it is confusing. Customer service is a joke and i believe they intentionally drag things out to infuriate us, hoping we will get fustrated and give up.
Bilkis of Richmond Hill NY (04/25/08)
I have signed a year long contract with DirecTV. Upon cancelation they are charging me a early cancelatioon fee for the amount of 282.65. I asked them to provide me a copy of my signed agreement where it says that I am signing the contract for two years. Instead they replied me saying that agreement was verbal and they don't need my signature for that.
I never had any verbal agreement with anyone with DIRECTV. Besides I wanted to see these therms and conditions on my signed agreement not after signing an agreement. This is not a proper way of doing business.
There is a balance of 282.65 and DIRECTV complained against me to a collection agency and now the collection agency is going to report it to the credit report which will affect my credit score.
Carlos of Cypress TX (04/22/08)
I have been a DirecTV customer since 1996, starting with as a Primestar customer. DirecTV back then was known for their superb service. As a primestar customer, I received special perks that were on my contract, such as the ability to have up to 6 receivers for the same price, the monthly magazine, etc. As time passed, they changed my pricing, removed the free magazine, and made other changes. Since I did not read the magazine, I let all those issues go. In 2006, I started experiencing problems with my existing equipment. I went out and bought an HD unit from Best Buy and paid for the equipment myself.
I contacted DirecTV to get new equipment and they wanted to charge me over $800, I told them to cancel, and they called me back and gave me new equipment for free, except for another HD unit which I ended up paying for. Last year, they increased my bill by over $30, saying that my previous access was no longer valid and that they were now leasing me the equipment. After several heated emails, I decided to swallow that too, to avoid the hassle of changing over. Then they started charging an additional $10 for HD that was previously free, and by then I had it.
Last Monday I contacted them on their website to cancel the service as of last Wednesday. They did not do it. I contacted them three times since then and now they say that since I did not call (although I used their site to request disconnection), that I have to pay for service to today. In addition to that, they are charging me a $25 fee to disconnect because they claim that I agreed to a two year contract that I did not. As I mentioned earlier, it's not the fees, its doing what is right or wrong. Their business practices are questionable at best and I would not recommend anyone subscribing to their service.
Minor ($20 for service, $25 disconnect fee).
Donald of Townville SC (04/14/08)
I purchased a service contract with Direct Tv when I subscribed to the service. They told me this covered all repairs. But now I find out that it only covers replacement of the equiptment. I am leasing the equiptment from Direct on a monthly basis yet they tell me that if I donot have a maintance agreement and any equiptment goes bad that I would pay for the replacement. This is leased equiptment that they own. There is something wrong with this system. They tell you that because the equiptment is in your home we are responsible for its maintance.
I guess it is time to look at other options. Cable sends someone out if the box goes bad but not Direct Tv. Bad service anyone who has it BEWARE .
Abby of Los Angeles CA (04/09/08)
Directv's contractor shut off my pre-paid tv service on 01/14/08 in retaliation for my cancelling their internet service which did not work. Now Directv is trying to force me to use their subcontractor to turn my tv back on when I told them I will no longer use their service since they are unethical. They refused to refund my money from shutting off my service and send me harrassing bills now for $25.00 saying I chose to shut off my service. I did not shut off my service, their subcontract did. I want a refund and I will never use Directv again.
All the time and money I have spent the last three months trying to get them to refund my money and the penalties they have incurred by sending me harrassing bills - they owe me well over $1,000. I will settle now for $1,000 and to never deal with Directv ever again.
Ramiro of Paramount CA (03/26/08)
They told me I had 30 days to change my plans to cancel their contract but when I called them to cancel they told me I only had 24 hours.
To cancel I would have to pay 20 dollars each month for 18 months. That has affected me beacause at the time I dont have a job. I dont think its fair that I should pay that money.
J. of Wichita Falls TX (03/24/08)
I ordered the commercial choice package for my new sports bar on 2/26/08. I was promised 50% off the $151.00 commercial choice package for six months, Free Installation, and HD service if I purchased 3 HD receivers for $200.00 each. They billed my credit card $673.26 on 2/26/08.
When the installer showed up, he tried to charge my $400.00 for custom installation. I insisted on the free installation that I was promised. It took 3 heated phone calls, 1 week of time, and a new installation contractor until my service was up and running on 3/10/08.
Today, I received my first bill. I expected about $75.00 plus tax. The bill is $206.11. Once again, I called to inquire, and was told that my 50% discount had not been applied yet, and if I want HD service, they were going to bill an unexpected $49.00 per month.
Now, having my over a barrel, I have 3 choices. Pay the $49.00 per month for the HD service, discontinue the HD service, and eat the $673.26 that I paid for the HD receivers that are non refundable, or cancel the service all together, eating the $673.26 plus a $300.00 early cancellation fee.
Claudette of Bella Vista, AR (03/24/08)
In March of last year I signed a contract with Direct TV, as there was no other option but satellite at that time. I was told it was a 1 year contract.
A week ago I call to cancel since I now have the option of cable. I was told that the contract was for two years but the rep said they would refer it to their review board because I had returned the HD box that made it a 2 year contract. However, they would not recend the two year contract.
It was never made clear to me that this was something I would be stuck with for two years unless I pay an unbeliveable amount of money to get out of it.
Pam of Ogilvie, MN (03/24/08)
In a nutshell, we've been through 8 HD receivers, dozens of techs, multiple dishes, entire days wasted waiting for invisible techs, hours of dealing with brand new techs who were clueless, longer employed techs who dread calling their office too, techs who finally show up and don't even have equipment with them, and false information given as to billing.
The other day I called to ask what the Ultimate TV Monthly charge of $10 was for and was told it's for the Guide channel and the listing of your recorded programs.
For $100/month, you're telling me I can't have the guide channel for free? The next person told me that the same charge was for a receiver we haven't had for over a year. Then when the latest teenage tech came out and he phoned the office to ask if he should bring back the old receivers from our home, they said, No, they own those. So if we own them (and they were old), why am I paying for them monthly?
I have written two different letters to the Colorado headquarters sent via Certified mail and the only satisfaction I ever get is the occasional We'd be happy to give you Showtime free for 3 months. Are ya kiddin' me? I don't need your Showtime, I don't even have any extra time because I'm usually on the phone attempting to fix DirecTV nightmares.
Krishnan of Belmont CA (03/16/08)
Direct TV sales person sold a package mentioning a grace period of 9 days to cancel without any charge (mentioned multiple times) if we do not like for any reason. The package was for 24 months agreement. We were looking for more small kids program and did not like it. So we canceled it within a week (within grace period). However the customer representatives disagreed with the grace period we were mentioned by sales representative and are charging a heavy $350.00 as cancellation fee. They are neither ready to track the sales representative or waive the charges. They consider the wrong information mentioned by sales person as unfortunate and sorry but still wants us to pay the cancellation fee.
Rosemary of Wheatland CA (03/12/08)
My Credit Card showed a $19.35 charge. When I called the Credit Card company, I was advised it was for either an Internet purchase or telephone purchase. I called the telephone number associated with that charge and reached Brenda, who said they are a 3rd party company that covers the Dish Receiver through Dish TV. I never authorized that charge and paid $5.31 each month to cover the cost of repairs. The Dish company received my credit card through a one-time payment I made over a year ago. They have now sold my credit card number to a 3rd party company to bill me bogus charges. I talked with Joseph at Dish TV, and all he kept asking for was my credit card number, like I want to give him that. Who knows what other charges I would get charged? What a rip off. Joseph wouldn't let me talk to a supervisor.
Who has the right to provide a customer's credit card number to a 3rd party company to bill bogus charges? This should not be allowed. Someone needs to be held accountable.
Ali of Los Angeles CA (03/12/08)
Back in May of 2005 my condo complex decided to convert all units to DirecTV, and I was one of the units. I picked a package deal that I thought was suitable for my household. This package came with more than 30 local channels. Ever since converting to DirecTV, none of the local channels have ever worked. When I noticed this problem, I made numerous attempts to resolve this issue with DirecTV by calling and also writing letters. The problem was never solved, and DirecTV told me that they are not responsible for problems and that I should contact my independent contractor for my condo complex. That was done, and on several occasions the contractor came to my unit and could not fix the problem with my local channels. The contractor was at my complex last on February 20, 2008. He spent an hour going back and forth, and at the end he told me that he cannot fix my problem at all. After that I called DirecTV and reported that the contractor could not fix the problem with my local channels.
Again DirecTV told me that they cannot do anything, and it was not part of their problem. My Channels 5 , 9, and 13 plus more than 20 others channels still do not work. I have missed some of my favorite shows, Laker games and so forth. DirecTV has not been helpful and has not presented a solution to my satisfaction. My receiver was replaced with a new one, with no result. This is not acceptable in any way. I have been making payments for an incomplete and unsatisfactory service for more than 2 years. Resolution Sought: I want a full refund on all my payments made towards DirecTV for this incomplete and unsatisfactory service. I will not accept anything else, since they cannot fix my problem.
I have been ripped off by paying for an incomplete and unsatisfactory service. I have lost money.
Amber of Bend OR (03/07/08)
I ordered Direct TV dish service under a bundle package with Qwest. The package was to include locals for an additional $4.99/month. On December 28, 2007, I had Direct TV service installed with locals according to my package and installer. I was supposed to get a DVR (which of course they seemed to have lost on the order), but once the service was installed and I turned on the TV, I realized something more--no local channels! Within the hour, I called Direct TV and asked why there were no locals. After hours on hold and talking to various representatives, I was told I could get a waiver for a local feed from LA or NY no problem within two weeks. After two weeks, (on 1/12/08) I hadn't heard anything, so I called Direct TV back and was told the waiver was denied. I told them I didn't want the programming without local channels and would have never signed up for the service if they had indicated to me that locals were not available. They told me I would have to dispute a $200 cancellation charge, and I said I would refuse to pay it because they misled me. I asked to talk to the credit department. They said "Our credit department does not have phones" and I would have to do it in writing. After writing them via email, I was told that I would not pay just $200, but actually the cancellation fee is $340!
I don't understand why I would have to pay such a huge cancellation fee when I notified them of my issues with their service within the three-day cancellation grace period, returned all the equipment, paid for my 18 days of service, and never got the locals I was led to believe were available. Still, Direct TV believes they are justified in charging me $340--that's the equivalent of six months of service, for 18 days of TV I did not want! The contract I agreed to was under the assumption I would receive local channels. They were misleading in getting me to agree to a contract when no locals were available to begin with. To top it off, since I refuse to pay, they are just going to charge my credit card on file from when I signed up for my Qwest service! Is there any recourse?
$340 cancellation charge plus $28 for 18 days of service. I have spent over 10 hours on the phone trying to resolve the issue and have been hung up on all but one time.
Paul of Escondido CA (03/02/08)
I was a DirecTV subscriber for 10 years and OWNED my equipment. I was having chronic problems with HD, and DirecTV authorized a service call. I was told that if my $1000 HD DirecTV/Tivo box were defective, DirecTV would replace it for the cost of the $79 service call. I confirmed this with the DirecTV rep. The service call determined the box was bad, without performing any diagnostics other than to ask me a couple of questions. The new box did not remedy the problem. When I called to cancel my service, DirecTV told me that I had entered into a lease agreement when I accepted the new box. I returned the box to DirecTV.
I never entered into a lease agreement, and I have for over a year asked them to supply me a signed agreement or a voice file, that shows I actively accepted a lease agreement. They have not done so. I have been sent to three collection agencies, and to each one I have demanded they stop their unlawful collection practices. They all have. On Feb 25, I received a letter directly from DirecTV, demanding that I pay the penalty. Please help.
Hours wasted spent on the phone and writing letters, trying to correct and dispute this unlawful collection.
Stephen of Panama City FL (03/02/08)
I had DirecTV for 18 months in California. When I moved to Florida, DirecTV Customer Service said in order to avoid an early cancellation fee of $268.00, I needed to get hooked up for the remaining obligated time (even though they didn't have any local channels). I hooked it up for the remaining 6 months; then, when the time was up I canceled my service and sent in my HD receiver. When I got a bill for early cancellation, DirecTV Customer Service said they restarted my 24-month obligation when I moved to Florida.
I have a bill that is due in March. I have sent a letter to dispute the charges.
Surisa of Fort Myers FL (03/01/08)
I applied to use the service of DirectTV since September '07. However, I have to move to another state so I canceled and returned equipment to the company. As is their policy, if I returned equipment they will refund deposit money to me. I returned them since November '07 but haven't received any refund yet today. I tried to contact the company and asked for the refund back. November, I called customer service and got informed that the company hasn't received equipment So I tried to call them several times and wanted to make sure that they received equipment. However, they still confirm that they didn't receive my equipment.
In December, I emailed through their website. The company replied that it may take 4-6 weeks to get the refund back to me. It's almost end of February now, and I still haven't heard anything from the company. I emailed them again and got a response that they will put me on priority by getting back to me within 8 business days! Is this their sincere priority? What happened to this company? I know it not a lot of money; the only thing I care about is the way they treat the customer. How many customers were treated like this? How many customers have been giving up the follow-up and just forget to ask for refund when DirectTV plays this game?
Regina of Saint Charles MO (02/28/08)
I have been a customer of Direct TV since August of 2002 and in Feb 2007 I ordered an HD receiver. In Oct 2007 I started having problems with that receiver not being able to get a signal. From Oct 2007 to Jan 2008 I've had over 5 technicians in my home to fix the problem but an hour or two after they leave, the problem is back. It's almost as if my receiver gets overheated and shuts down. Then it has to be unplugged from the wall & plugged in again in order to receive a signal. In addition, my sat dish, the receiver, and the multi-switch has been replaced but the receiver is still not working.
Every time I call Direct TV, I'm on hold for at least 30 minutes and then someone comes on the phone and talks to me like I'm three. I've even had supervisors hang up on me when they can't find a resolution. The last time a technician was scheduled to come out they called to confirm the appointment but never showed up. When I told one supervisor that I had to physically get up and unplug the receiver to get a signal she responded that at least I could get a picture and she didn't see a problem with me have to do that everyday and sometime 3 - 4 time a day.
After dealing with Direct TV for 4 months about the same issue, I decided to cancel my subscription. Well I got a live person in less than 2 minutes and when I refuse to continue my service the agent got really nasty with me and said they were going to bill my debit card for $482. I responded by saying, "So you're punishing me for not wanting to wait any longer to have my problem solved?" She said, no this was just the cost for canceling my membership. I asked for a supervisor and finally got one after asking for 15 minutes. The supervisor was very rude and said I hadn't given them a chance to fix the problem. So I asked how long should I wait and she said as long as it takes and then she hung up on me. I called back and got the same reply. I don't understand how they can get away with this. Plus I don't remember anyone from Direct TV telling me my contract would be extended by a year for ordering an HD receiver.
Robin of Houston TX (02/24/08)
I called to cancel my service in early February 2008. Issue #1. The representative informed me that there would be an early cancellation fee on the leased equipment. I stated I had been with DirecTV a year and he informed me that the HD DVR box required a two year commitment. I asked him to please fax me the document stating that I acknowledged this 2 year term. He stated it was in the Customer Terms. I then asked him to send me the signed Customer Terms where I acknowledged understanding their policy. He stated the customer terms is on the website. I told him that even though it is on the website does not mean that I acknowledged these terms when DirecTV installed the equipment.
Issue #2 - Two weeks later I checked my account and noticed that DirecTV had deducted $319.01 from my account, which I had not authorized. When I called DirecTV they said they could not credit the money back because again their customer agreement requires full payment upon cancellation. I communicated if this was the case why did the representative not communicate this while I was on the phone with him? DirecTV could not answer this question. I think DirecTV is very unethical and deceptive in the practices, and I will seek to put together a class action lawsuit if someone doesn't beat me to it.
Took $319.01 out of my account that was not authorized, which resulted in a bounced checks in NSF fees.
Joshua of Paramount CA (02/20/08)
I had continuous problems with my DirecTV DVR receivers. They were always willing to send me out what I was told would be a NEW rece |
