Worst customer service ever

Subject: DirectTv-Worst customer service ever!!!

The following is a true story. There is no way I could make this up. But for the last 30 days we have had the worst possible customer service experience ever with DirectTv. We honestly believe that if AT&T were aware of how bad it is they would never have bought this company.

So we signed up for DirectTv service under a two year contract in February. We went with a self contained wireless system. It never worked from the get go.  The signal constantly went in and out. We lived with it for a few weeks but finally had a technician come out. He blamed a system wide software upgrade and said he has had many customers tell him the same thing. However, he went ahead and changed out three receivers. He promised we would not be charged for the replacement Jeanie Mini receivers.

Well, we were charged and DirecTv keeps sending us past due notices on our account despite five separate hour plus long discussions with their various customer service representatives. Each call was identical. We really believe this is all a plot. They all have said the exact same thing. Ok. We understand and you are correct. But we will need our supervisor to approve the credit. After the escalation they come back, mind you each of these calls has been over an hour total, and they say, we will process a $597 credit for the three receivers. You will see the credit in 24-48 hours and you will receive an email notice. We even have a confirmation number for the credit. It is order number xxxxxx3289. Well not once has the credit come through.   But their past due notices are getting more and more threatening and we have no doubt that we will probably be sent to collections if this doesn’t get resolved. They will probably also throw in the balance of the two year contract and what is our recourse.? They control the process. They can just keep up with this charade of false promises about credits and again, we truly believe this is intentional. Run them around long enough and they will just pay it.  Why won’t these mythical supervisors get on the phone? It all has to be intentional because there can’t be this much incompetence in this company! Or maybe there can be. Our belief is AT&T bought this satellite company and the market is now going to streaming so they are basically just letting it die a slow death. They probably have told the customer service representatives to follow this routine with disgruntled customers, run them through the ringer, transfer them, put them on endless holds etc. This last call was comical. After an hour we were told by a four week old employee that he has been told to escalate it. He promised a $25 credit for our trouble and then promptly transferred us to technical support!! At this point we hung up.

Since these representatives tell us we are on a recorded line, we have started doing the same thing. And we have recordings with Kim #*****, Tina #*****, and Joshua #*****. All have promised to resolve. Joshua promised without a doubt it would be resolved today, July 2nd, and he would call me back. Not!!!!!

Is anyone home there? Does anyone at this company want to take the time to go into the computer and piece this together. The sad part is it is all in their notes because they tell us each time....we see you called us on these dates and we see the complete saga yet nothing gets done! Sometimes we get told..well, the charges are valid and then we have to start over with the whole run around again. It truly is comical and we have had friends listen to the calls and they are spellbound. They can’t believe it. They can’t believe their ears. That any company could put customers through this. And we are AT&T wireless customers and at this point we guarantee if this isn’t resolved, that business is at risk. Not that they will care but maybe this social media blitz will actually amaze enough readers that we can get someone’s attention!!!  

Summary. We have spent at least six hours of telephone time over the last thirty days with DirecTv customer service. We are now being threatened for non payment of our bill. We have never in our lives not paid a vendor. We have credit scores over 700 and we truly believe they will now harm us. [Per Guidelines:  Keep it Relevant and Appropriate]. Someone needs to fix this or we will post the recordings on YouTube for all to hear. Employees blasting their own company and more. It’s all there. It’s shocking!!!
We need a resolution in the next 24 hours!!

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