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Teacher

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4 Messages

Wed, Mar 28, 2018 9:13 PM

How do I file a complaint against at&t and Directv services? I think they are scamming customers

I decided to choose Directv and at&t services for cable, Internet and phone. March 4th is when they came to install satellite services.March 7th is when I paid a $100 for them to give me an installation date for Internet and phone services. They gave me March 27,2018 as installation date.  (During this time I called to expedite my services but they couldn't give an earlier date)  March 27 came and no one appeared to install services.  I called throughout the day asking if there was an issue.  They said the order are behind and they would get to me before the day is over. By nightfall no one appeared and I spoke to someone who said  someone will come the next day March 28, 2018. Next day around 11:15 someone appears but they aren't hear to install Internet and phone services,  but about satellite. While he was here I called and let them know the guy said he doesn't install Internet and phone services. They talked around for about 30 minutes and finally told me someone will be here between 1-3. After a couple of hours I checked status under my account and saw that the services says it was closed. I called and explained everything about 5 times until someone said I'd have to open another account and start services over and the next available date for install was April 11, 2018. They would give a better times so I told them I don't want any of the services and a refund. They then told me for me to disconnect Directv I would have to pay for early disconnect fee. Why do I have to do this if they breached their contract and never provided the services when promised? 

Responses

New Member

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1 Message

2 months ago

I have been dealing with them for over two months and I called to cancel service and I was told by an AT&T rep not to cancel that he would give me a deal. Well this nightmare costs us $1,100.58. AT&T charged our credit card company $550.29 twice. I have spent more than 15 hours on the phone and I also went in person to an AT&T store to fix this issue. Now I want to look at my legal options against AT&T. I do not want to continue wasting my time talking with the representatives.

Constructive

Employee

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10.5K Messages

legal options are binding arbitration or small claims as stated in the terms of service that was agreed to

-------------------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.

New Member

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2 Messages

2 months ago

I've had DirectTV for a month and i have so many problems with my tv and installer never got back to me. I can't even get someone online or on the phone. I should have stayed with Spectrum. I really want to cancel service

New Member

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4 Messages

2 months ago

I began to use DirectTV in 2018. I was under a 12 month promotion price. At the end of the 12 months, the price increased. I called them and was given another promotion for 12 months. During 2019, I did not have access to CBS or ABC for several months, due to the dispute between DirectTV and those stations. In February, 2020, I received my bill (which has always been through CenturyLink as I had a 'bundle'.) The bill had increased almost $100.00 per month. I called and explained to them that I am on a fixed income and cannot pay that amount and would have to disconnect if they did not have further 'promotions'. The person I spoke with told me that they would check and call me the following day with available promotions. I did not receive a call back, however, a few days later, I no longer had service. I called again to inquire as to why my service was disconnected and was told they had no other promotions. I was told that my account was closed and had a -0- balance.

​ As the billing for DirectTV was done through CenturyLink, the amount due was still showing on that bill. I called CenturyLink and was told that they pay the bill in advance for me, and I would need to get DirectTV to refund the $99.04 that was showing past due.

​ I have just spent over an hour on the phone with Abbia at DirectTV, trying to get this issue resolved. She told me that she understood that there should be a date placed on how long the promotion was effective on each monthly bill, HOWEVER, that is not something that is done. I asked her how was I supposed to know when the promotion ends as I had no idea of the exact time it went into effect. She agreed, however, after several conversations with others at DirectTV, she said she was sorry but that there is nothing they can do to remove this charge. She did say she was going to make a suggestion that the bills should reflect how long the promotion is in effect, so that nobody else has to go through what I am dealing with. While that is great for FUTURE customers, I am no longer a customer of DirectTV and it will not benefit me.

​ My current TV provider clearly places that information on their bill. Ex: (Month 1 of 12, Month 2 of 12, etc).

​ The way I see this is, I paid for CBS and ABC for several months that I was not receiving those channels, as well as my two year contract period was over with DirectTV. By not receiving any prior notification about the rate increase, I am now having to decide if it is best to contact my (Edited per community guidelines) and get a (Edited per community guidelines) (Edited per community guidelines) started, continue to leave an outstanding balance on my CenturyLink bill (that is charging me a late fee of $8.00 per month for not paying the DirectTV portion of the bill), or pay the bill that I do not feel I owe, and contact my (Edited per community guidelines).

​ Does anyone have any suggestions before I make a call to my attorney? Thanks in advance for any help that you can give me. I totally understand why DirectTV is going to be bought out by another company, their customer service is horrible!

(edited)

Constructive

Employee

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10.5K Messages

@Juniper im on mobile

-------------------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.
Juniper

ACE - Expert

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20.2K Messages

@TNLady

Months ago their CEO announced that discounts outside the intro offer would be pulled back. They are taking care of an issue where some accounts are operating at a loss because of too much in discounts. Once they are back it is expected in moderation. Always budget based on full cost and never expect discounts to make it affordable.

They don't do callbacks. Sounds like the agent set a disconnect and gave you the wrong expectation. That you certainly can submit a complaint on.

DirecTV bills at the start of the service month. With a combined bill, they bill century link who in turn puts it on their next bill to be reimbursed. Per DirecTV's Terms of Service, you pay for the full service month, no matter how many days in you choose to cancel it. So there would be nothing to refund. I would look at the Century Link bill and see what the DirecTV service dates are, in case that might before for the service month before you canceled. If it is for the prior month, then there would be one more to come.

You do not pay for any local channel guaranteed. You pay for access to locals, but what those are can change at anytime. DirecTV does not own the locals so cannot force them to always be there. The package cost is the same regardless if you have 20, 12, or just 1 local. Only if you had no locals at all would there be a lower cost for a no-locals version of the package.

DirecTV bills show discounts counting down such as $20 off for 12, 1 of 12. However with a combined bill, CenturyLink reformats it to list on theirs and may not have the additional information, just the numbers. This is one of the reasons I choose not to do a joint bill, as it is much easier to read the information on the company's own bill.

CenturyLink already paid DirecTV. So your not paying them means you get a late fee. A dispute with DirecTV does not waive the balance owed to CenturyLink. Even if the bill were not through a combined bill, there is no credit or hold on a balance that you dispute. The charges remain valid until such time the company chooses to adjust them. As mentioned, there is nothing to refund as final billing is not prorated.

Here is the notice sent to us customers in 2018 that DirecTV's Terms of Service would change regarding no longer prorating final bills:

Please read this if you receive DIRECTV, AT&T U-verse® TV, AT&T Internet, AT&T Phone, and/or AT&T Fixed Wireless service(s). We want to remind you that you’re billed in advance for recurring service(s) and/or programming charges and applicable fees based on the terms of your current service agreement(s) with us. Starting January 14, 2019, subject to applicable laws, we’re updating your agreement(s) to include your recurring service(s)/programming charges and fees won’t be prorated if you cancel the above service(s) on any day other than the last day of your billing cycle. Your service(s) will continue until the end of your billing cycle but you won’t get a refund (prorated credits) for any remaining days left in your billing cycle. For products not listed above, refer to their terms of service for more information.

Questions about this change? Go to att.com/ProrationPolicy for more information and to see the revised section of your service agreement(s).

And from the Residential Agreement that channels can change at any time.

(d) Our Programming Changes. Many factors affect the availability, cost and quality of programming and may influence the decision to raise prices and the amount of any increase. These include, among others, programming and other costs, consumer demand, market and shareholder expectations, and changing business conditions. Accordingly, we reserve the unrestricted right to change, rearrange, add or delete our programming packages, the selections in those packages, our prices, technologies used to deliver the Service, and any other Service we offer, at any time.

Don't forget the ToS limit you to the arbitration option if you take it further.

THIS AGREEMENT REQUIRES THE USE OF ARBITRATION ON AN INDIVIDUAL BASIS TO RESOLVE DISPUTES, RATHER THAN JURY TRIALS OR CLASS ACTIONS (SEE SECTION 8), AND ALSO LIMITS THE REMEDIES AVAILABLE TO YOU IN THE EVENT OF A DISPUTE (SEE SECTION 7).

-------------------------------------------------------------------------------
(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.

New Member

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4 Messages

I did not receive anything from DirectTV TOS as you have stated here. As for not receiving ABC and CBS for several months, you are saying that I should not be compensated for losing these channels, but yet, IF I ADDED channels, you can be assured I would have been charged for them. Poor business practice, poor customer service, and evidently a company that doesn't care about their reputation.

Juniper

ACE - Expert

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20.2K Messages

Local channels are included in all packages. So you cannot choose to have more local channels. If you raise your package which includes more non-local channels, then yes you get charged more. The package costs are the same for everybody, regardless of the exact number of local channels you get. So people who have less locals then you and those that have more, have the same cost of the package.

The issue is that local channels pull their feed to negotiate for higher costs. Every year we see the price adjustments on how our total cost is affected. TV providers can only do so much to minimize it. Comes down to the TV providers costs go up, then they have to do the same for bills. Simple business. And those price adjustments are not only from local channels, but all networks that have raised their costs (assumedly from channels that negotiated in the prior year).

Regarding the proration change, that notice was emailed in 2018. I kept the one I received for reference, betting on many people going to claim they never received it, but most likely it was an email they didn't bother to read and just deleted. It has been in the Terms of Service for over a year so you have been billed correctly.

This is not a matter of reputation. All TV providers go through higher costs and they do not compensate for specific locals deciding to withhold their feeds as a negotiating tactic. And DirecTV is certainly not the first, nor the last, company that goes with flat monthly billing. You don't have to like the setup, but they have done nothing wrong. Not every business decision can serve the best interests for both business and consumer. There are time where they must favor the business.

-------------------------------------------------------------------------------
(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.

New Member

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1 Message

a month ago

so I’m unable to watch television for two days now. Att has the worst service. I wouldn’t recommend to anyone. They are by far the worst telecommunication enterprise. The customer service reps half of them don’t have a clue and are rude. You may find a needle in a haystack. If you do business with att... you will only cause stress and financial hardship. They are also not helping me through this pandemic. the company actually blocked me from using internet on my cell with no explanation. Now they’ve cut my cable unlawfully and still continues to bill me.

(edited)

Juniper

ACE - Expert

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20.2K Messages

@Sylvia5988

If you haven't been able to watch, perhaps others can help find a solution.

What are the models of boxes you have?

What happens when you try to watch? (symptoms, error message, etc.)

If a technical issue then we can try and see about getting a fix. On the other hand if you are shut off for non-payment, then paying bill is the only option. In either case, nothing unlawful about being billed as you have a DirecTV account.

-------------------------------------------------------------------------------
(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.