This company is unbelievably deceitful

We have been customers of ATT and DirecTV for over 10 years. When ATT and DirecTV merged we were told, at that time, that our accounts were combined. In the second week of January 2020, we experienced consistent problems with our internet. We were told that we needed a new router within 24-48hrs. Unfortunately we did not receive the router as we were told. After numerous phone calls, we were told we needed to create a new account so the router could be sent and then a technician would be sent to our home to ensure proper setup. Forty-eight hours after that phone conversation the technician showed up. While at our home the technician verified that our router was not old and that it did not need replaced. He also verbalized confusion as the order he had received was not what we needed. He also informed us that he did not understand why we were told we had to have a new account to complete our request to fix our Internet. However to ensure no additional complications the technician installed a new router while at our home. We then mailed our previous router back. From that point on we have had no issues with our Internet working however our DirectTV has not properly worked since that initial phone call the second week of January. Since the second week of January in 2020 we have been unable to log into our directTV account from any mobile device, tablet, laptop, or computer. We have also not been able to access our DVR on any televisions in our home other than the primary living room television. We have thus been paying for a service that we have not received. It has been extremely frustrating to not be able to watch any direcTV while outside of our home.

In the first week of February on one of the 5 phone calls made that week alone, a manager  reported “ Well the last time this happened to a customer it took four months to resolve.” It is unfathomable that this problem and solution is acceptable to your company. It is also not acceptable that each phone we are given different answers and different empty promises. We were even told multiple times that a discount would be provided due to not receiving our full services. However this supposed discount was never once granted. We were also told every phone call that they would note our account however to this day there are no records of our communications on our account.

Due to COVID-19 we have been required to spend extra time away from home. During all of this time we have been unable to watch any TV as we are not able to access our direcTV credentials to watch TV. Since January we have literally spoke with 40 different people from your company including numerous levels of managers from different departments. These conversations are all documented on our side. We have been giving numerous excuses and empty promises. However the problem has not been corrected and we continue to pay for a service that we are not receiving. 

Now as of yesterday, Wednesday July 15th 2020, when we returned home all of our services had been suspended. When I called I spoke with Abraham agent # B9V3M86. Abraham attempted to tell me there was a past balance due on the account, which was not true. Instead of verifying my payment using my confirmation number he placed me on hold for 63 minutes. Unfortunately I have learned that this is a very common tactic of your company. In fact I’m certain your employees are trained to do this. Unfortunately for Abraham I am used to this tactic and do not hang up when placed on hold for so long. When Abraham finally returned to speaking with me he reported that he could not assist me. I then called back again and this time I spoke with Pearl Agent # RD046X. Pearl confirmed that my account had no past balance, reactivated my services immediately and graciously apologized for her coworkers actions. 

At this point we sincerely wish we could discontinue services with your company however, due to our two-year commitment we are unable to do so without penalty. We are also people of integrity and follow through with what we say we are going to do. Unfortunately it appears that your company does not have such values. As of Thursday July 16th we still are not receiving the services we are paying for as our DirectTV credentials do not work on any mobile device, tablet, laptop or computer. I