New Member
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32 Messages
Fed up, don't know what to do
I know this is a forum but if anyone can point me in the right direction, I would greatly appreciate it. Long story short, Directv has been canceling installation appointments or just not showing up since August. This led to constant phone calls and reschedules, but when I was about to cancel they offered me a monthly discount for one year and I accepted. The first bill had the adjustment but the second did not, so I called again, the tech said he so the promotion on my account and the first month may have been added manually as it can take a billing cycle or two so he added it manually again. Next month nothing, called again tech didn't have any answers but added it manually again. Third month nothing, called again this time the tech said I had a pending order so he couldn't get in but again applied the discount manually. which bring us to this month, nothing called in yet again but this time I was told that I had no promotion on my account at all and they had no idea what I'm talking about and at the moment no promotions are available and that must have been a one time credit I was getting. I was furious, I was told that they will look into it and get back to me in two hours but it's now the next day and I've heard nothing. The only reason why I'm stuck know is because they ended up completing the upgrade and I'm now back under contract. if anyone can point me in the right directv I would greatly appreciate it.
Thanks
detuch254
ACE - New Member
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5.2K Messages
2 years ago
You should definitely file a BBB complaint to try to gear more toward a solution. Additionally, you can try calling DIRECTV (number in my greeting below) and saying ‘cancel’ to the robot to be sent to the retention/loyalty department where a more educated agent can assist.
As this is a public forum full of customers, we have no access to accounts and unfortunately cannot do much with straightening out the issue for you.
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shannon02
ACE - Expert
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21.1K Messages
2 years ago
File a BBB complaint to kick it to corporate.
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JowJow
New Member
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32 Messages
2 years ago
Thank you both for the quick response, the crazy thing is all I've been dealing with so far is loyalty and billing. I will get the ball rolling with BBB.
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detuch254
ACE - New Member
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5.2K Messages
2 years ago
Sounds good. Keep us posted on how everything goes.
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Juniper
ACE - Expert
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23K Messages
2 years ago
Missed/rescheduled appointments are too common these days. DirecTV like other companies is still recovering from the massive short staffing of techs since the pandemic. And I wonder if there has been a great shift in work ethic since then as individuals milk the accomodations afforded them from it as well.
It does sound like you got a one-time credit, not a monthly discount as they claimed. Later agent did not do much better, as providing another manual credit simply passes the buck. Agents cannot create a monthly discount, they can only select one if your account is eligible. And monthly discounts have been rarer the last few years ever since the CEO announced they would be pulled back as they were given out too freely in the past (some customers at risk of operating at a loss or actually were).
Either calling customer support and requesting to speak to a supervisor to submit a complaint on the prior agents, or a BBB complaint to raise it to the corporate level, are the options on that. Though you may not get the special you were mislead on, at least your voice can be heard and be another point in reducing such issues in the future for others.
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JowJow
New Member
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32 Messages
2 years ago
Sorry for the late reply, I did what sone suggested and called to request for a manager, did this before but figured I'd try one more time. He was able to see all my orders and interactions. He had to contact another group and had them re-apply the promotion. Hw explained to me that promotions ends at a specific time or when the promotion total is met. Ex. If the credit I received for 1yr added up to $200 and I receive a $200 credit for some reason then the promotion goes away. After he looked at my account that is what happened, as they were canclleling my orders they were giving me a credit as as they were redoing the order they were giving me $100 credits on my bill to wipe out the installation cost, these credits are what wiped out my 1yr promotion. So they made good and re-applied it. Thanks again for all you replies.
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Juniper
ACE - Expert
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23K Messages
2 years ago
Glad it is fixed, though I question that explanation. One-time credits have never been applied to an existing monthly discount in the past. Either this is a (bad) quirk of their new billing system, an issue with the migration to the new co-owner, or you were just fed a line to satisfy you with more credits thrown at the problem.
Regardless of the quality of that answer, I hope what was done on the account covers what you expected at least.
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