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Contributor

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1 Message

Mon, Feb 26, 2018 5:32 PM

How do I escalate or speak to a supervisor at Direct TV?

Due to financial issues, I cancelled my Direct TV in January of 2018; I was advised by the customer service rep that I would have to pay $200.00 to cancel services. I did agree to this.  The rep tried to talk me into keeping the service, or taking a basic package. I turned down both, and insisted on having my service terminated. I was advised that it would be terminated immediately, and that I would receive a bill. My services have NOT been terminated and I continue to be billed nearly $100.00 a month. Calls to customer service accomplish nothing; I have asked to be transferred to a rep in the States, thinking perhaps there is a language barrier. The reps refuse. I have several times requested a supervisor. The reps refuse. I am now getting past due bills for services I cancelled nearly two months ago! I want my service cancelled as off the date of my original phone call, and do not want my credit affected. How can I accomplish this? I am very, very frustrated. 

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Juniper

ACE - Expert

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22.9K Messages

3 years ago

Call Directv 1-800-531-5000 and when you get the voice system just say "cancel" which should route you to the correct department. Even if you a live agent first, just request to cancel service and they have to transfer you to the cancellation department. There is no such transfer request to the States (just like no city request, state request, gender request, etc.). You can only be transferred to the department that discusses what you are calling in about, regardless of who it is or where they are located.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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Brand User
ATTHelp

Community Support

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133.9K Messages

3 years ago

Hi @qbngirl

We understand how important our customers time is, and we definitely want to make sure all their concerns have been taken care of. You shouldn't have to go through all this trouble. I definitely want to get the Bottom of this. I would love to help!

This will need further investigation and I would like to work with you in order to help you canceling your Directv account once and for all To ensure we provide you with the best support, can you please send me a private message to @ATTCares. Please be sure to include your full name, account number, and best contact method. We can work together to make sure this has been resolved.

I look forward hearing from you!

Tomas O. AT&T community Specialist.

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Tutor

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2 Messages

3 years ago

I have a direct tv account with you guys. I have been lied and misled by 4 of your employees. I have had to call EVERY single month trying to figure my account out. I am stuck paying 175.00 JUST FOR CABLE. I was promised multiple times that it was fixed but yet here I am still having to pay the full amount. Your customer service has been absolutely terrible with me. Last week i called for issues regarding my billed. When I talked with the lady from the LOYALTY dept. I was promised once again my bill was fixed, she also told me "the back office" would review my calls and bill and call within 1-3 business days. That was 8 DAYS AGO, she also said she put "3 escalates" on my bill. Today when I called, and finally talked to someone higher up, I was told that the "back office" can't even call customers.

Tutor

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1 Message

2 years ago

I’m reading these complaints and can’t believe what is going on with DirecTV!!  My husband has been on the phone this last hour and a half trying to get overcharges fixed.  This has been going on for three months!  Each month he is PROMISED that it is taken care of and yet the next bill comes and it still wrong and what is owed to us is adding up!  After waiting for over 15 minutes tonight, he got a live person named, Ken.  Ken listened and had to put my husband on hold.  My husband was disconnected!  Tried to call back and waited again while also trying to chat live online.  He told the online person to have someone call us.  They did! But only to put my husband online to hold as if he had called directly.  This has to stop!  Customers have no recourse.  This company is overcharging people all the time and giving out wrong information. We are being charged for a Genie box that we were told we had to have at no extra fee.  Yes, we were lied to!  We had a technician come to the house and he gave us more correct information than anyone we’ve ever talked to on the phone.  That technician took the Genie out for us. Now we’re getting billed for a box we don’t have!  We have decided we need to get our local politicians to know what is going on with this company.  By the way,  we have been customers for over 18 years!  This is how you’re treated for being loyal.  Well, that will end very soon!  But not before I make a lot of noise.   We also are not doing auto-pay anymore. We will be paying what we are supposed to and not the overcharges.  Such a shame of a company!

Tutor

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1 Message

2 years ago

That's what at&t is good at, ripping customers off. 

tgreaves

Former Employee

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1.7K Messages

2 years ago

The issue I see is. Customer claims there is an issue, calls DTV feels the issue is solved then leaves it at that. Doesn't check bill or anything else until months later when they discover $100's of dollars in debt. In life never assume anything unless you have it in writing infront of you. Always hound the person or business until you get your desired result. 

If this reply helped you please use Accept solution to mark it as an Accepted Solution.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020

Contributor

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1 Message

2 years ago

I called in to cancel, my account and just ask about my options and transferred to cancellation dept., but first I had some questions, the guy cancelled my account before I can ask if there was going to be a cancellation fee, after he told me there was a fee, I told not to cancel, and he said it was already done. Now I'm stuck paying the cancellation fee....this is ridiculous......

Contributor

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1 Message

2 years ago

I have called in 6 times now trying to get my bill fixed as Directv is overcharging me when I was promised $35 a month for my Directv, free movie channels for 3 months, and free NFL Sunday Ticket. My bill however has been going up $200 each month. Every time I call in I get the run around and transferred to 4-5 people saying we can’t handle your issue! Then I have been told twice that my issues have been sent back to escalation “back office” and I would receive a call within 48-72 hrs, but have not gotten a call back. I am on the phone again and same thing transfer you here then transfer you there back and forth between departments. I have been a customer for over 10 yrs and this is the kind of service I get! Ridiculous!

tgreaves

Former Employee

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1.7K Messages

2 years ago

I'm sorry to hear this is happening to you. @Hawki72 this "back office" they speak of is basically the retention department. You can actually call and speak to them yourself. Once you call 1800.531.5000 and you get the voice prompt. Say cancel. This will pop you into the retention queue. They are basically there to try and make you happy and stop you cancelling your service. I know you must be pretty annoyed however, here is some insider advice. Don't curse at them, try not to yell/scream at them. Trust me they would have received those types of calls all day. Be polite, but state you are frustrated being told 1 thing and something else happening. You will get a better response from them willing to assist you rather than them trying to get you off the call asap.

 

Now on that off chance they state they need to transfer you to get higher approval, ask for a "warm transfer". that means you are no longer just thrown into that new queue, they will stay on the line with you, explain your situation to the manager/supervisor prior to the call being transferred so you dont have to explain everything again.

 

Good luck and best wishes on resolving is soon.

If this reply helped you please use Accept solution to mark it as an Accepted Solution.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020

Contributor

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1 Message

a year ago

Since AT&T bought Direct TV, the customer service is beyond terrible!!! I have been currently on hold for 1 hrs and 48 minutes because the "less intelligent" at Direct Tv deleted my HBO from my earlier conversation with them. They are now trying to get me to change my plan in order to get HBO back. They won't put it back on even though it was THEIR ERROR!!  I have asked for supervisor numerous times and keep getting put on hold.  My husband is on his cell phone trying to get through and he has been on hold for 20 minutes. We have been direct tv customers for 14 years and never had problems like this! Never thought I would say this but We are going to be switching to a lesser evil...Comcast 😩😁

 

At 1 hr 53 min  a supervisor came on and was very helpful and put HBO back on. He also explained to us we can save around $30/mo. by changing plans but keep our phone/direct tv service the same.  If all the customer service reps were as knowledgeable as this gentleman no one would be cancelling their service! 

Contributor

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2 Messages

a year ago

I need help with my DirecTV bill I was told one thing and then I got told another I need help to talk to his supervisor something to take care of this build that I have is there any number I can talk to that is American I can talk to 

Contributor

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2 Messages

a year ago

I need to talk to some kind of supervisor or something over this DirecTV bill I was told one thing and then I got told another so if anyone please can help me I would appreciate it

Contributor

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3 Messages

a year ago

We have been AT&T customers for over 20 years.  Direct TV is a joke.  We had a received stop working, overheat and smoke.  After being on the phone 45 minutes, they made an appointment to send a technician, I left work to meet him and they had sent the tech with the wrong information and he didn't even know we had a blown up receiver. So the phone call, losing work for an hour and still nothing fixed. So another phone call for 40 minutes, they'll send another technician which I have to leave work for OR they can ship it and charge me for shipping it.  Then they try to sell you a service plan for $9.00 a month when they have absolutely no service anyway.  Ridiculous company, need something done about them. 

litzdog911

ACE - Sage

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53.3K Messages

a year ago


@lindajl wrote:

We have been AT&T customers for over 20 years.  Direct TV is a joke.  We had a received stop working, overheat and smoke.  After being on the phone 45 minutes, they made an appointment to send a technician, I left work to meet him and they had sent the tech with the wrong information and he didn't even know we had a blown up receiver. So the phone call, losing work for an hour and still nothing fixed. So another phone call for 40 minutes, they'll send another technician which I have to leave work for OR they can ship it and charge me for shipping it.  Then they try to sell you a service plan for $9.00 a month when they have absolutely no service anyway.  Ridiculous company, need something done about them. 


Not sure why they need to send a technician. Typically they just ship you a replacement DVR/Receiver. It's free if you have their $9/mo Equipment Protection Plan, otherwise $20 for shipping. 

 

What's your box model number?

 

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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 2020 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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3 Messages

a year ago

They did offer to send it but why should I pay $20 for their piece of
equipment that blew up.

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