Though if the 'employee' was in person, then they work for a 3rd party, not DirecTV itself. In that case you would need to complain to the 3rd party company they work for.
I'm curious, what is the complaint about? Depending on the situation perhaps we can give other guidance.
It is against a supervisor I spoke with on the phone. He used abusive language, told me I was wasting his Saturday, yelled at me, and told me this was “his business”. When is asked to speak to his boss he said no, and there was no way to follow a complaint except through the FCC
Even against a supervisor, a complaint can be done over the phone with another agent. Alternatively a BBB complaint is an option as that sends the issue to the corporate level. Regardless of situation you called about, that 'supervisor' did not handle it in a professional manner.
Since you escalated up to a supervisor, what did you call about in the first place? Did you get your questions answered or did you still need guidance on it?
It was my billing, has gone up over 40%. Did not get resolved as they said nothing they can do, no promotions for existing customers. I am receiving less and paying more . Will be cancelling after 20 years because of this experience. He told me I could not file a complaint over the phone. I do have his name and employee ID
Your billing went up by 40%? That much would indicate you had promotional discounts that ended.
A big financial review was done and determined that too much in discounts were being given out and even resulted in problem accounts. So their CEO announced that such promotions would be pulled back.
It is expected that eventually promotions would return a bit more visible, but how often they are and what amount would be in moderation. They are still a business after all and cannot just throw money away.
In the end it is our (the consumer) responsibility to manage our finances. If cost is not comfortable for our budget then yes we must reduce service until it is within our acceptable level. The company is not obligated to just reduce/discount cost because we cannot afford it or just don't like the price. The pullback of discounts is making this a wake-up call for some.
Certainly ask about any discounts, just be prepared there might not be any and make choices accordingly. Though pricing options are within the rights of the company, and the 'supervisor' may have been understandably annoyed if you were going back and forth on something they had no control over, I would still file a complaint as they lost their professional bearing during that conversation.
I can understand increases due to rises in cost, but they are adding profit to the increases they are seeing, and providing less channels while charging more. When they lost the nexstar channels, my bill should go down because I am no longer receiving those channels, that also means their cost went down because they no longer are paying them for their channels. The fact is cable companies and dish companies are a dying industry due to streaming services. They are trying to get as much money now, before they are virtually non existent. I have decided that I am not going down that road with them. You can now get mushy more for less, they don’t even have NFL Sunday ticket any longer!
There is a one-time credit for the Nexstar situation. Log into your account or check https://www.directv.com/tvpromise/ for any updated redemption details. The cost per month for an individual account isn't a lot, but along with other channel's increases it goes up over time. And DirecTV has to prepare for the increases of all channels that renewed with the annual price adjustment that is coming up. Nexstar gone for the moment doesn't mean their overall costs went down as other charges have been going up. They only adjust the base cost annually, not day to day.
It will still be decades or more until streaming could try and take over completely. Many of us live with little to no internet so cannot rely on streaming. That is not just rural but many areas have a poor/aging infrastructure that the internet companies are not fixing/upgrading as they focus more on new developments.
The loss of the NFL Sunday Ticket is a big hit for the same reason as above. Streaming is not viable for everyone. The national infrastructure needs an overhaul of where they reach, the base speed, as well as reliability and hand-off between companies. Moving it to YouTube TV seems like jumping the gun to me. If they did that as an additional option perhaps, but going to just streaming was the mistake.
shannon02
ACE - Expert
•
21K Messages
2 years ago
AFAIK you call DTV 1-800-531-5000.
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Juniper
ACE - Expert
•
22.9K Messages
2 years ago
You call customer support of course.
Though if the 'employee' was in person, then they work for a 3rd party, not DirecTV itself. In that case you would need to complain to the 3rd party company they work for.
I'm curious, what is the complaint about? Depending on the situation perhaps we can give other guidance.
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0
rsawitski
4 Messages
2 years ago
It is against a supervisor I spoke with on the phone. He used abusive language, told me I was wasting his Saturday, yelled at me, and told me this was “his business”. When is asked to speak to his boss he said no, and there was no way to follow a complaint except through the FCC
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litzdog911
ACE - Sage
•
46.4K Messages
2 years ago
BBB is often a good way to complain.
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Juniper
ACE - Expert
•
22.9K Messages
2 years ago
Even against a supervisor, a complaint can be done over the phone with another agent. Alternatively a BBB complaint is an option as that sends the issue to the corporate level. Regardless of situation you called about, that 'supervisor' did not handle it in a professional manner.
Since you escalated up to a supervisor, what did you call about in the first place? Did you get your questions answered or did you still need guidance on it?
0
0
rsawitski
4 Messages
2 years ago
It was my billing, has gone up over 40%. Did not get resolved as they said nothing they can do, no promotions for existing customers. I am receiving less and paying more . Will be cancelling after 20 years because of this experience. He told me I could not file a complaint over the phone. I do have his name and employee ID
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0
litzdog911
ACE - Sage
•
46.4K Messages
2 years ago
In case you haven't noticed providers like DirecTV are bleeding subscribers and $$$. Promotions are a thing of the past.
0
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Juniper
ACE - Expert
•
22.9K Messages
2 years ago
@rsawitski
Your billing went up by 40%? That much would indicate you had promotional discounts that ended.
A big financial review was done and determined that too much in discounts were being given out and even resulted in problem accounts. So their CEO announced that such promotions would be pulled back.
It is expected that eventually promotions would return a bit more visible, but how often they are and what amount would be in moderation. They are still a business after all and cannot just throw money away.
In the end it is our (the consumer) responsibility to manage our finances. If cost is not comfortable for our budget then yes we must reduce service until it is within our acceptable level. The company is not obligated to just reduce/discount cost because we cannot afford it or just don't like the price. The pullback of discounts is making this a wake-up call for some.
Certainly ask about any discounts, just be prepared there might not be any and make choices accordingly. Though pricing options are within the rights of the company, and the 'supervisor' may have been understandably annoyed if you were going back and forth on something they had no control over, I would still file a complaint as they lost their professional bearing during that conversation.
0
0
rsawitski
4 Messages
2 years ago
I can understand increases due to rises in cost, but they are adding profit to the increases they are seeing, and providing less channels while charging more. When they lost the nexstar channels, my bill should go down because I am no longer receiving those channels, that also means their cost went down because they no longer are paying them for their channels. The fact is cable companies and dish companies are a dying industry due to streaming services. They are trying to get as much money now, before they are virtually non existent. I have decided that I am not going down that road with them. You can now get mushy more for less, they don’t even have NFL Sunday ticket any longer!
0
0
Juniper
ACE - Expert
•
22.9K Messages
2 years ago
There is a one-time credit for the Nexstar situation. Log into your account or check https://www.directv.com/tvpromise/ for any updated redemption details. The cost per month for an individual account isn't a lot, but along with other channel's increases it goes up over time. And DirecTV has to prepare for the increases of all channels that renewed with the annual price adjustment that is coming up. Nexstar gone for the moment doesn't mean their overall costs went down as other charges have been going up. They only adjust the base cost annually, not day to day.
It will still be decades or more until streaming could try and take over completely. Many of us live with little to no internet so cannot rely on streaming. That is not just rural but many areas have a poor/aging infrastructure that the internet companies are not fixing/upgrading as they focus more on new developments.
The loss of the NFL Sunday Ticket is a big hit for the same reason as above. Streaming is not viable for everyone. The national infrastructure needs an overhaul of where they reach, the base speed, as well as reliability and hand-off between companies. Moving it to YouTube TV seems like jumping the gun to me. If they did that as an additional option perhaps, but going to just streaming was the mistake.
0
0