1 Message
Extremely disappointed, need a resolution
Just got off the phone with Kianna with Direct TV Loyalty department. We have been with Direct TV for over 20 years, never missed a payment. We received the data breach notice and took action on our own, hiring our own protection service and changing personal accounts and so on. I called Direct TV loyalty department to ask them what they could do for us to assist us in this matter, as our bill keeps going up every month and last time I called I had to change to a lower channel package as my bill went up over 30% in one month! I explained we haven't missed a bill in over 20 years, you keep raising prices every month and now the data breach which put us behind as we are paying for protection services plus a lot of headache and uncertainty.
The response - what is your question? That is what Kianna kept asking me! She also stated you said you had a Data Breach with At&T, this is Direct TV mame! She didn't' want to help me, didn't take the time to understand our situation. I explained that this was the last straw we can't keep paying over the top for service when the company violated our terms and contracts and did not keep our private information protection, plus competitors have lower offerings, I asked her what could she do to retain us as customers and she said, there are no promos, no discounts and no channel change, you are not eligible for anything! WOW! Our service is up May 22, unless Direct TV responds to us and offers us something we will be leaving after over 20 years, I guess receiving our funds every month for the last 20 years, never missing once, means nothing to Direct TV now, their loyalty department used to be so good, all their service is so poor now and the support personnel are lacking customer service skills and basic knowledge, plus they are not competitive!
litzdog911
ACE - Sage
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46.2K Messages
7 months ago
Sadly, DirecTV, like many TV providers, is losing money. The days of generous promotion/retention offers are long gone. Only you can decide if it's worth the expense.
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Juniper
ACE - Expert
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22.5K Messages
7 months ago
@SUNSHINEIKE1304
An associated vendor of AT&T had the data breech. AT&T is going through their process on anyone they see needs to be notified as well as qualifying for a year of protection/monitoring. This is outside what the retention/cancellation (what some are now referring to as "loyalty") as is decisions that appear to be at the corporate level.
As for the rest of it, each year the networks charge the TV providers more for their carriage agreements. So as DirecTV's costs go up then bills have to follow. After a big financial review they determined that those great discounts some have enjoyed are unfortunately not sustainable. In the end they are a business providing an entertainment service. They have to turn a good profit. As such many of those discounts have been pulled back. It is not competitive to discount service and be losing money as a result.
Certainly when you call to discuss your bill ask if there are any promotions available. Just be prepared that even if there is something that it will be a temporary perk. In the end it is up to each of us consumers to manage services within our budget. Always budget for regular cost so you don't run into any concerns. And expect the same from any other TV company as they have all gone up over the years.
Sorry it is not the answers you were hoping for but it is the reality. In the end they are a business, not a charity, no matter how many years you've been with them.
This is a public forum. If you want a response from DirecTV to prevent you from canceling, then you call and say "cancel" at the voice prompt to speak to that department. It is not up to them to contact you.
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shannon02
ACE - Expert
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20.8K Messages
7 months ago
DTV only raises the base cost annually so you need to check your past bills to see what is causing it to change monthly.
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Juniper
ACE - Expert
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22.5K Messages
7 months ago
@SUNSHINEIKE1304
you keep raising prices every month
I would carefully fully read each of your bills. DirecTV does NOT raise prices EVERY month. They have their annual (once a year) price adjustment to account for the networks increasing their costs to TV providers.
If your bill is going up every month then something else is going on (promotions falling off, one-time charges, not paying bill exactly in full as shown, etc.)
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