DirecTV Customer Service Issues

A few years ago, my ex-boyfriend had Direct TV installed under my name. When we broke up, I moved and contacted Direct TV to cancel the service, as my new apartment couldn't transfer it. Despite multiple confirmations that the account was closed and all equipment returned, I am still being charged for it. I made sure to cancel properly in [redacted] and returned everything as instructed. I even provided a letter from my apartment management confirming Direct TV couldn't be used in my new place. I'm confused as to why I'm still being charged for a service I closed out years ago.

I recently cancelled my service with your company and spoke to a representative last night regarding which devices to return. The representative instructed me to send back only the large DVR/Receiver along with its power cords and remotes. I was told that the smaller TV accessories could be destroyed or recycled. However, when my wife returned the large device via UPS today, she was told that we should have sent back the smaller ones too. Can you please clarify if the information provided to me by the DirecTV representative was incorrect? Thank you.

I am experiencing issues with repeat billing on account number [redacted]2 under Jordan Brucker's name. Jordan terminated the service while working outside of Georgia, and the account has been inactive since early August. The authorized representative is Jordan's grandmother, Nancy Lee Garrett, who can be reached at [redacted] Despite returning the equipment in early August [redacted], Jordan received bills for service in August and September totaling $[redacted].49. Several attempts have been made to resolve this, including contacting customer service, submitting letters and evidence to the billing office in Carol Stream, IL, and also to corporate, however, no response has been received. It seems unreasonable to charge for a service on an inactive account with returned equipment. New service under Nancy Lee Garrett's name is active at [redacted] Stone House Lane in Marietta, Georgia, with payments up to date.

Approximately one month ago, my spouse and I contacted DirectTV to cancel our service. During the call, the representative informed us that we did not need to return any equipment, as the dish is non-returnable and the receivers are considered obsolete. Following this advice, we responsibly disposed of the receivers at a Hennepin County hazardous waste recycling center around three weeks ago. Though we recently received a letter dated November 15 requesting the return of three receivers, we will not be complying as we acted based on the information provided by your representative. Our account has been closed, and we have instructed our credit card company not to authorize any further charges from DirectTV. Kindly update your records accordingly and confirm this update in writing. Thank you.

Dear Customer Service, I haven't received an accurate bill for my last month's service. Despite DirecTV claiming I didn't return the equipment, I have proof from FedEx showing I returned it with the receipt. FedEx suggested keeping the receipt as a precaution against DirecTV charging me incorrectly. It seems like DirecTV struggles with inventory management, possibly resulting in customers unfairly paying for unreturned items. I contacted customer support but never received a promised callback. I'm willing to pay for the service I owe but require an accurate bill to do so. Can you assist me with this matter? Thank you.

Subject: Unintended Enrollment in Protection Service I did not enroll in the Protection Service Plan under the purchaser name Anne Marie Evans with Plan Number [redacted]5 on 12/04/[redacted], as stated. I did not intend to sign up for the plan effective 01/04/[redacted] due to low satellite signal issues. Kindly assist me in promptly canceling this unwanted service. -Anne-Marie Evans

Unfortunately, our dog damaged the power cord to the main receiver in the living room. Our account number is [redacted]. I have been receiving the wrong cords from customer service. The power cord I need for our older model receiver has two prongs that go into the receiver. I require the input, output, and the proper adapter for it. The first cord sent only had the output, and the second was a SWiM ODU only, which does not connect at all to the receiver. Thank you.

On August 23, [redacted], AT&T provided me with a price quote for DirecTV, which included the NFL Sunday Ticket, along with a confirmation number. The subsequent month, I paid the amount as per the quote. However, I later learned from AT&T that the new pricing was to begin the next month. I promptly paid the difference. The following month, I paid the revised price as quoted on 8/23/21. Despite providing AT&T with the confirmation number, I continued to receive late payment notices each month for the difference, leading to service interruptions. AT&T informed me that the price provided should not have included the NFL Sunday Ticket. I referred them to the conversation I had with their representative (Varson), where I repeatedly confirmed if the NFL Sunday Ticket was included in the quoted price, to which he affirmed. Despite reassurances from AT&T, my service was disconnected again on December 16, [redacted]. As a small business owner who values honoring quotes, I urge AT&T to honor the price I was initially given. Communication with AT&T representatives over the phone has not been fruitful, and unfortunately, there is no email address provided to address this ongoing issue.

I had an account over 3 years ago for my elderly mother who has since passed away. I returned all equipment and settled all bills. However, I was surprised to learn about a cancellation fee as my mother had passed and I no longer required the service. Despite never receiving a bill, I was recently informed of an outstanding amount of $[redacted] by AT&T when trying to replace my phone. I am disappointed with the lack of understanding displayed by Direct TV's customer service and the inconvenience caused. I intend to escalate this matter and reach out to Joe Duecy at channel 3 for assistance.

I previously had two packages: Fox and HBO. Due to financial constraints, I decided to cancel the Fox package. As a result, my bill was reduced from something in the $5 range to around $3. Today, I was surprised to receive a bill for $[redacted], which includes my January charges. This was unexpected and disappointing, especially during these tough economic times. I make sure to pay my bill before the due date every month. I tried contacting the call center but had no success. My account number is [redacted]. I would appreciate it if someone could reach out to me, or else I may need to explore other service options. You can reach me at [redacted].

My client misplaced her Direct Express card and requested a replacement around three months ago. Unfortunately, she has not received the new card. Our attempts to resolve this through Direct Express customer service have been challenging. The automated system prompts for the card number or SSN, then for the PIN, only to inform us that there is no account linked to the provided details. Seeking help from the SSA led us back to Direct Express, where we are stuck in a loop with no option to speak with a representative or move forward in resolving the issue.

I've contacted DirecTV twice to cancel my account. I called last week, but they claimed the call was disconnected. Today, during my second call, they attempted to persuade me to stay with a discount. However, I explained that I upgraded to a new smart TV and needed internet - which will be more expensive than a bundled package offering cable, internet, and phone services. They assured me they would send a text with a FedEx return label for the cable box this morning, but I'm still waiting for it.

I attempted to add Showtime to my service, but after being on hold for over 35 minutes, I decided to hang up. Showtime currently has a promotion for $8.99 per month for 1 year. A Direct TV representative agreed to match this offer, but after placing me on hold, they never returned. I eventually managed to add Showtime through the automated service. I am requesting that my account be billed at the originally promised rate of $8.99 for the first year.

I did not order an upgrade to my account and refuse to agree to a contract. Please do not send any new equipment, as it will not be hooked up, used, or returned at my cost. This seems to be an illegal attempt to put my account under contract again. Channel [redacted] has been blocked for over six months, even though it is included in my grandfathered package. I expect a discount of $[redacted] per month for the last six months and any future month that channel [redacted] is not reinstated as per my package lineup. Failure to resolve this issue, which I have reported for three months, means accepting the $[redacted] discount per month starting now, totaling $[redacted]. I have been a loyal customer for over 21 years, and I am appalled at the treatment I have received and the time wasted, approximately eight hours on the phone trying to restore channel [redacted]. As of December 31st, [redacted], you owe me $[redacted] for not complying with the channel lineup I have paid for. Additionally, you are trying to overcharge me for equipment I do not possess. If this is not corrected, I will file a lawsuit and seek damages for the $14,[redacted] done to my log home by DTV. I have evidence to support my claims, and I am prepared to settle this in court. - Kirk

I have been consistently charged for a service I have not used for the past 12 months, between December [redacted] and December [redacted]. The initial 8 payments were for $[redacted].23 each, and the subsequent 4 payments were for $[redacted].83 each. I received notification of the cancellation of a service I never had due to a change in my debit card at the bank. I have attempted to resolve this over the phone through 4 different numbers, with the last call abruptly ending. Currently, I am preparing to mail physical copies of my bank statements along with dispute paperwork to their provided address to rectify this issue.

I have already documented this, but I will explain it again. I have been incorrectly charged for services I have not used for at least 12 months (possibly more, as I continue to investigate). From December [redacted] to July [redacted], the total was $[redacted].23 (8 months), and from August [redacted] to December [redacted], it was $[redacted].83. Despite reaching out to multiple phone numbers, I have struggled to find assistance. One individual redirected me to another department and provided additional numbers, all of which were unhelpful and ended the calls abruptly. Currently, I am preparing to physically mail copies of my statements to yet another dispute center. I am seeking reimbursement for a total of $[redacted].00 ($[redacted].16 for the charges and $14.84 for phone calls and postage). They ceased the service I am not using for January only after I changed my debit card to prevent automatic withdrawals. I have retained all related messages in my records for reference.

The Adult Swim Toonami lineup for 8 Jan [redacted] has been revealed. However, there seems to be a discrepancy on the DirecTV Guide for our satellite DVR. Instead of listing the correct episodes, it shows an erroneous four and a half-hour American Dad episode. I intend to email DirecTV with the precise show, season, and episode details for correction: 12 AM: Blade Runner: Black Lotus S1E9 "Free Will" 12:30 AM: Assassination Classroom S2E1 "Summer Festival Time" 1 AM: Assassination Classroom S2E2 "Kaede Time" 1:30 AM: Naruto: Shippuden S17E5 "The All-Knowing" 2 AM: Naruto: Shippuden S17E6 "Hashirama and Madara" 2:30 AM: Naruto: Shippuden S17E7 "The Era of Warring States" 3 AM: Cowboy Bebop S1E7 "Heavy Metal Queen" 3:30 AM: Cowboy Bebop S1E8 "Waltz for Venus"

I have been struggling to reach your technical support team. We were promised a call at Skull Valley at 9:00 a.m. on Wednesday after a long 2 1/2-hour drive. Suddenly, our TV screen switched from wide-screen to nothing. We have faithfully paid $[redacted].42 monthly for years, with payments from Wells Fargo online account ending in [redacted]. Despite Hannah scheduling the 9:00 a.m. call, another representative insisted we drive there. AOL couldn't find any records. Can you please assist? Myrna and Charles M Scott, Jr. from [redacted] S Old Skull Valley Rd, Skull Valley AZ [redacted] are frustrated with the lack of resolution after numerous calls. Hopefully, this message will lead to a solution. Kindly contact me at [redacted]

I am very disappointed in your decision to cancel OANN's contract in April. I'm uncertain if this will even be acknowledged, but I would like to express my disagreement to be noted, even if it's just for formality's sake. My family and I have been loyal OANN viewers since [redacted], and we chose to stay with DirecTV when we relocated five years ago because of the channel lineup that included OANN. It is disheartening that you initially supported the creation of a conservative channel only to abruptly terminate it because of content disagreement. It seems unjust to decide which channels viewers can access based on your preferences. OANN is profitable for you, so it appears this is a political stance rather than a financial one. In our household of four adults in a remote area, we rely on satellite TV and internet, despite the inconsistent service, to watch OANN, Newsmax, and FOX News, avoiding mainstream media due to bias. Losing OANN as one of our trusted news sources is truly disappointing. I doubt I will receive a response, but I feel compelled to voice my disappointment. If another satellite provider offers OANN, we will switch from DirecTV. Once again, we are deeply dismayed by your choice to remove OANN from your channel lineup. Sincerely, KS from Lometa, TX

I am aware that DirecTV is removing the One America News Network and AWE in the upcoming months. I'm disappointed by this decision as it seems to limit the diversity of viewpoints available. It's troubling to see media companies alienate a portion of their audience due to political biases, which goes against the principles of a free market and the exchange of ideas. The censorship and dismissal of perspectives that don't align with a particular bias is concerning. As a result, I will be reconsidering my DirecTV subscription renewal when the time comes.