Contributor
Complaint Filing Instructions
I have been a customer in good standing until I requested a 6 month service suspension. I was told I would be charged $10 month. I accepted.
Two months later I requested to cancel the service and was directed to obtain serial numbers of each DirecTV device. I am elderly and was unable to assemble and provide.
At the 4 month interval (today) I have the information and was told that was not needed and now have been further delayed on the billing and have to await a letter.
This is not a customer friendly service and an abuse of the public.
654321ks
Contributor
5 years ago
Directv is the worst for customer satisfaction. I want to file a complaint as to billing fraud. Never told about contract. I have been a customer for many years. I upgraded and was charged more than told when ordering. If I want to downgrade I have to pay $240.00. Gimmick, gimmick, gimmick. Beware of what you are told. I will dispute the cancellation fee. No longer a customer and shall make sure everyone knows.
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Juniper
ACE - Expert
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22.8K Messages
5 years ago
Suspension may be done for up to 6 months within a 12 month period. Balance paid in full to start. The suspension (vacation hold) is $7 a month. If you have a service agreement it is pushed back as only active service counts for it.
Agent does not need you to find the serial numbers. The model numbers of the boxes determine if they are returnable or not. The account would show every model that you should have, so that was the agent's responsibility to look that up. Model number can be found inside the access card door, or on the label on the bottom. While boxes are active, you can pull up info on screen to verify model number as well.
If boxes are returnable, you take them to a FedEx or UPS store that participates in the free return. Make sure to get receipt showing they took possession.
There is no letter to wait on when canceling an account. With the weird information provided, and the agent saying you had to get the model numbers, I wonder if the account was canceled in the first place. Call DirecTV back at their official number and when you get the voice system say "cancel" to route you to a cancellation/retention specialist. Verify the account was set to cancel and the models of boxes to be returned (if any). Also be aware cancellation goes through at the end of the service month, so you will pay for the days up to that as final billing is not prorated for stopping service early.
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Juniper
ACE - Expert
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22.8K Messages
5 years ago
Upgrades of equipment/adding a TV, come with a 24 month agreement. Order confirmation shows agreement. Terms of service state that upgrades come with an agreement. This is the process for over 15 years. Yes it was the agent's job to remind you as well, but because of the confirmation sent and is in the ToS that apply to everybody, the ECF is not disputable.
Once upgrade is activated, to replace it with a different level of equipment is another upgrade. That would be at the one-time lease cost until you qualify for your next free upgrade.
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654321ks
Contributor
5 years ago
customer service.
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Juniper
ACE - Expert
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22.8K Messages
5 years ago
I replied to the correct person as you will see I even quoted your post in the reply for clarity.
And sorry but this is a customer to customer forum, not customer service.
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654321ks
Contributor
5 years ago
information until they scam you.
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Bowarcher
Contributor
5 years ago
I have had ongoing billing issues over and over. They keep charging me for TVs that I do not have. Then I have AT&T wireless so I am to get HBO free. Every other month they start billing me for HBO. I then received letter stating that they were going to charge me 30 dollars more baseline for Xtra. I called and asked to speak to a supervisor. Long story short, no supervisor ever called me back. I waited on line for them as they were always on another line. I was hung up on, left on line etc. Never a supervisor. Also, No representative ever could provide a compalaint number and with their customer service you know there has to be complaints. I called an obscure number and was assisted by a nice person. She gave me a 25 dollar discount and supposedly corrected the issues at hand. More importantly, she could not find a complaint number anywhere on line but she did give me an address to Corporate Complaints. After all my attempts to get a supervisor I have now received a bill, that no longer shows any loyalty reductions, no wireless discount as my wireless has been discontinued (it has not) so now my bill is almost double. And finally they say if I do not pay this bill and leave they will charge me a early withdrawal fee. I have been here over three to four years (nowhere can you find your anniversary date). This is outright retribution, harrassment and intimidation because I continued to call for a supervisor. What this tells me is that supervisors are cowards and unwilling to address a problem head on. I am going to find what agency regulates Direct TV. In the meantime I am stuck as this is the only service I get where I live. And of course I will consider arbritration. I encourage everyone to write to the following address. No email just good old fashion letter, make sure you have your acct number on letter.
AT&T Executive Offices
Attention: Complaint Department
3058 S. Akard St.; Suite 110.C8
Dallas, Tx 75202
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