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Tutor

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5 Messages

Fri, Oct 13, 2017 7:33 PM

Complaint Department

Please provide contact information for the complaint department

Responses

Constructive

Employee

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14K Messages

3 years ago

there is no complaint department all you can do is call and request retention.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
litzdog911

New Member

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53.3K Messages

3 years ago

Send a private message to @ATTDIRECTVCare

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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2 Messages

3 years ago

Timeline of my experience with Direct TV 

 

Early October - I called to cancel service and was told it was complete, and I would receive a box in the mail to send components back.

 

November 16th - I called Direct TV because I received a bill indicating my service had not been ended and I owed for another full month  The customer service person confirmed this, apologized and said a box was on the way and my service was now disconnected.  That same day I received an email saying my box was on its way.

 

November 27th - I called because I had not received a box yet.  After waiting on hold a person answered, and told me he needed my cell phone number.  I told him I did not wish to give him that, and he said he couldn't help me and hung up on me!

 

November 27th - I called back and had to wait another 10 minutes on hold.  'Joe' answered and told me the policy just changed and it was now my responsibility to drive equipment to UPS and if I didn't I would be issued a fine and failure to pay would impact my credit score.  I explained I cancelled before this change in policy, a UPS store is not close to me, and that I thought a box should be shipped to me like was promised in October and earlier in November.  He told me I was out of luck and that I was being unreasonable.  I asked for a Supervisor and after several minutes of waiting 'Jane' told me she couldn't help me either, but could transfer me to billing and maybe they could.  Jane was at least pleasant.  She then put 'Joe' back on who asked me what he was supposed to do (did the supervisor not talk to him?).  

 

I told him I was told I would be transfered to a department that could help me, and he laughed and said they wouldn't do anything either.  By now I am frustrated and didn't need a customer service associate laughing at me so I asked for his badge number.  He told me '***' which I later found out was a false badge number (confirmed by Hazel down below).  After he laughed at me I said I wanted the supervisor of his boss and he laughed again.  So I asked for his supervisors badge number, and he told me he didn't know it.  I told him I would wait while he got it.  Instead he asked me what I hoped to accomplish by getting badge numbers.  I told him I expected to eventually get someone to help me, and he told me nobody was going to help me and if I didn't drive to a UPS store and send the equipment back I would be 'fined' and it would go against my credit.  I am angry by this point (but still courteous) and told him I will not be fined, and I will not have anything 'against my credit' because someone will resolve this.  Again he laughed and said 'no and no, that won't happen' and began trying to argue with me.  He then apparently transfered me without telling me.  He didn't say where he was sending me, or even show the courtesy of saying 'good bye' or anything...just punched in numbers and ditched me.

 

Is it customary for your reps to give out false badge numbers, and to laugh at customers who make reasonable requests like getting a box to send their equipment back?  Is there are reason why I was hung up on by one person, laughed at by another, argued with, and treated so rudely?  I just want to ship equipment back in the box I was told would be arriving 'within 7 days' which never showed up.  I didn't want to have to call back, and I certainly don't deserve this kind of treatment when your employees have failed to do their jobs in the first place.

 

After sittiing on hold another 10 minutes I got to 'Hazel'.  I am happy to report that she was VERY helpful and understanding unlike the prior reps I spoke to today.  She says a box is now on its way...but I only have her word for it.  I have been told this 3 times since early October so I am not holding my breath.

 

II hope someone will take the time to review my account and the recordings of my calls.  I also hope these employees receive training in customer service...they should know not to argue with a customer, laugh at a customer, lie to a customer, or hang up on a customer.  Especially one you are hoping might come back some day...after all, I was a loyal customer for nearly two decades.  I think the chances of ever returning now are remote to say the least.

 

[Edited for privacy. This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Juniper

New Member

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22.9K Messages

3 years ago

Directv like most companies does not have a "complaint" department. They have customer care which handles many things, including complaints.

 

Cell phone number, using shipper UPS, or store return is for AT&T equipment only, not Directv. Sounds like you were speaking to the wrong side of the company, which unfortunately is not a one-off occurrence.

 

Make sure you call Directv 1-800-531-5000 as that is still their specific customer care number, though agents are answer with "AT&T" since those are the new owners. After the last day of service, Directv sends you a return kit by FedEx for any returnable boxes you have. The return kit goes to your physical service address. The return label will show it goes back by United States Postal Service (USPS), not the business United Parcel Service (UPS). Even before AT&T acquired them, sometimes a customer would confuse USPS and UPS since they are just one letter different.

 

Purposely providing false info to a customer or laughing at them is not okay. Unless customer becomes an issue themselves, hanging up would be inappropriate as well. Since this is a public customer to customer forum, you will need to go to @ATTDIRECTVCare where you can send the company a private message. Though calls are only randomly recorded for training/quality purposes, you can request they review the call if it was captured. Make sure to mention you were provided the AT&T return process instead of the Directv return process as this I consider a confusion that needs to addressed very much as this I feel is too late into the merger to still happen.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

3 years ago

I returned my equipment months ago and was told that I will be getting a refund in the form of a visa card. You owe me $115.00. This is my 4th complaint with no reply. Please advise. 

Juniper

New Member

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22.9K Messages

3 years ago

If your service ended with a credit balance that you have not received the refund for, then you have a couple options. Call Directv 1-800-531-5000 or go to @ATTDIRECTVCare to send them a private message. You do have to be logged into the forum to send a message of course.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

3 years ago

I was an an ATT UVerse customer for 5 years before buying a home in a rural community that AT&T doesn’t service through UVerse. But I do have Direct TV, which was acquired by AT&T.  The menus are not as user friendly as UVerse menus. For example, the Main Menu for your Favorite channels allows ONLY NINE CHANNELS? I. LOVED MY UVERSE!!! WHY DON’T YOU JUST USE THE SAME UVERSE MENUS?? (& layouts or designers)?  So much easier to use & formatted so much more nicely than Direct TV. 

A long-time AT&T Customer in TEXAS

(also a 20 year AT&T mobile customer)

Juniper

New Member

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22.9K Messages

3 years ago

The 9 channels is a Quicktune feature, not Favorites. The Favorites channel list allows you to hide any channels you do not watch, or are not even subscribed to. Two favorite (not Quicktune) lists can be made per box if different people have very different viewing tastes.

 

Uverse and DirecTV have completely different hardware and software. However, the graphical user interface (GUI) of DirecTV boxes is slowly rolling out a change for the 2nd and 3rd generation Genies (HR44, HR54) and the 1st Genie-2 (HS17), which will affect connected Clients of course. Earlier boxes will not get the update. Update still being smoothed out for those that received it.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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2 Messages

2 years ago

An agent got my order incorrect & when I spoke with Supervisor Ana she was not helpful at all & wanted to charge me for additional cable on a T.V. when I had requested it in the beginning . This agent that made the sale placed my order wrong & now I have to pay additional charges because my order can't be corrected. This is insane!

shannon02

New Member

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20.9K Messages

2 years ago

If the emailed conformation order was wrong then you should have corrected it before the installation, when you signed the work order you stated that the work was to your satisfaction.

 

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

2 years ago

BAIT AND SWITCH

 

We originally were introduced to DirecTV while shopping at Costco.  We explored the options with the sales representative and were told we would have a two year contract at a price that would reduce what we were currently paying with our cable provider.  We were told there would be many channels and we checked to make sure a particular channel which is not mainstream was included and we were told yes.  We were told we would receive HBO and Showtime for 3 months at no cost.  We took the bait...

 

When the installer came we were told that we should really upgrade the type of equipment we signed up for and get wireless equipment at a higher cost.  We took the bait...

 

When the system was up and running we learned that most of the channels on DirecTV are either "shopping channels" pushing products or pay for view channels.  The multi channels we were expecting ended up being less than what we previously had.  They started the switch...

 

We received our first bill charging us for HBO and Showtime.  We had endless problems with the equipment.  We had to call multiple times and wade through their inefficient voice system without satisfaction.  After finally reaching someone who helped us with the billing we still had issues with inconsistent service and multiple calls.  They continued the switch...

 

To get a service call we were being charged and we ended up buying an extended service program.  It is a good thing we purchased the extended service because we have had them out often and continue to have inconsistent service.  They continued the switch...

 

After a year of questionable service, we received a dramatic increase in our monthly payment.  Any calls to the company about the representations made to us went unsatisfied; apparently in the body of the contract there was a provision for an increase that we were no informed about.  They continued the switch...

 

Now after two months at a higher payment, they have again increased the payment.  I am not looking forward to calling "customer support" as they are not supportive or helpful.  I would NEVER recommend DirecTV to anyone.  I refuse to buy out our contract and give DirecTV and AT & T any unearned profits...  they are already receiving unearned profits in our case!  We are planning to switch...  as soon as our contract is up.

 

 

shannon02

New Member

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20.9K Messages

2 years ago

The salespersons at Costco are not DTV employees they work for a third party company.  You had a 90 day install warranty, DTY has always charged for service calls as you own everything but the receivers and service calls also have a 90 day warranty.

Your new customer discounts are only for a year and now you are paying the full price. This was in the email snt to you before the install and the discounts ending are shown on the bill.

 

   

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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3 Messages

2 years ago

It sounds to me like DirecTV does not take any responsibility for the people selling their product OR for training them. This speaks to the bad business practice we have experienced throughout the time we have had DirecTV. The fact that the company feels this is an acceptable excuse is unbelievable. The person selling your product, the people answering your phones the people coming to service the system represent you.

My criticism of DirecTV is less about the person who sold us the system and the company we signed up with to service DirecTV’s “product”; it is about DirecTV. The fact that the company does not train, does not stand behind their product, that it slips in escalation clauses, that any phone call to the company takes 10 to 15 minutes to get to a person and then the person you speak with has not ability to assist, they appear to just have a script to say there is nothing they can do. This response is a perfect example!

Still unsatisfied with an inferior system, poor customer service and a lack of caring.

Contributor

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1 Message

2 years ago

Horrible!!!!!!!!!! 

The customer service keeps going in circles and avoid answering questions!!! The only thing I want to know is why my bill keeps going up every month by $10 and they can't answer it, when asked to speak to supervisor hes not available "he is in meeting " and he can't call back.... seriously?! What is wrong with this company or the employees ugh

 

Tutor

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3 Messages

2 years ago

I feel your pain!

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