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Teacher

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2 Messages

Mon, Mar 5, 2018 8:09 PM

How do you file a complaint against direct tv for unresolved issues regarding my bill

Hello I am very dissatisfied with the service recieved from agents and supervisors with direct TV. The agents and supervisors have given me several different reasons for my having received a Ballon bill in February 2018. They initially told me that I was being charged for equipment that wasnt returned. I actually dropped that equipment off at the FedEx location that was given to me by direct TV. I also took it a step further and call the same day and gave an agent the tracking number. After this was verified I am now being told that I was charged for equipment and installatiin for new genie minis. I recieved a free offer in the mail and before I took advantage of that offer I asked the operator several times to verify that everything was free.... equipment, installation, etc. The agent verified that it was all free. Now I'm being told that I am being charged for it. Not only is this unfair to me. But to add insult to injury agents and supervisors that I have spoken to have been uncaring, rude, confused, supplied varying reasons for charges, and have lied to me on several occasions. I have spoken to about 10-15 operators and 2 supervisors. Each one telling me they were going to escalate the issue find some resolution and call me back. I've not recieved one call back. Each time I call I am connected to someone that provides the same lackluster service as the agents before them. I have been with direct TV for atleast 15 years maybe even longer. I have been disrespected and disillusioned by my treatment regarding this issue and I can't believe that I have paid so much money to direct TV and have gotten so little respect and no resolution. 

Responses

litzdog911

ACE - Sage

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52.8K Messages

2 years ago

You can send a private message via this forum 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.
Tour_Guy_Bob

Scholar

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243 Messages

2 years ago

@WEmbry

If the service provided by agents and the like is unsatisfactory, feel free to contact corporate here: https://www.att.com/gen/investor-relations?pid=27794

Tutor

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1 Message

2 years ago

I am fed up with Direct TV.  The equipment is useless and I was just billed $280 for a month of service!  After more than 10 years as a customer with two accounts, moving to another provider!

 

shannon02

ACE - Expert

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18.6K Messages

2 years ago

AT&TDIRECT Cares is no longer taking PMs so the only way to contact DTV is by calling or chatting unless AT&TDIRECT Cares sends you a request for a PM.

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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2 Messages

They don't call you back as promised.

Mentor

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42 Messages

2 years ago

Speak English not your internal acronyms.
PM, etc.
I don't work for ATT and don't knew your vernacular.

shannon02

ACE - Expert

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18.6K Messages

2 years ago

PM = private message.

Employees of either  company have that fact disclosed in a box similar to the ACE box. 

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.

Mentor

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42 Messages

2 years ago

I have been on the phone abd chatting for almost 3 months with nothing
being done to fix the issue.

I was told to PM and did same by your "tech support" dept with no
resolution.

Your phone support is of no use.

Your supervisors scheduled several dates and times tgat they would
contactme regarding the incident ticket and NEVER followed through by
calling and are never available when I call but I am told Melanie has taken
ownership of the ticket.

At this point ATT is just adding to my case for arbitration.

So to refer people to phone support is useless.

Hopefully your General Counsel will get it resolved timely abd with minimal
cost in settling prior to arbitration.

Have a productive evening.
shannon02

ACE - Expert

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18.6K Messages

2 years ago

This is a customer to customer forum not DTV support.

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

2 years ago

I have been receiving services with Directtv/ AT&T I was told this a conjoined bill. I never had a problem with the service never had a problem with paying the bills on time. Until March when I moved I requested service to be at my new home. I was told by AT& T that they do not offer service to my new address so therefore I’m no longer having internet. Im very disappointed because I wanted my internet service. Due to me moving I was having complication receiving my mail and at the time I was not receiving any mail .So I see that I had a past due bill that was for 125.07 when I got mail organized. ok no problem making the called and I made the payment. The next week I’m receiving another bill from directv stating I owe them over three hundred dollars inside the bill I owed tv service internet and was charged 150 for moving. I was never told I was being charged for moving I spoke with a supervisor she said because I wasnt told she was removing it. Later on the week I received a called from Directtv because at the time I was not watching the service to find out that was a scam! .....spoke with directtv they confirmed it wasn’t them. So I called again asking why is my bill still the same I just made a payment to them of 125.07 for the service they explain they never received it and to contact AT&T service. AT&T stated they did not know where the money went too. Spoke with a supervisior she spoke to told me it’s clear they have received the payment. No longer having the service I received a bill my remaining balance was O.00. Ok I’m debt free! Ok now June I’m receiving another bill stating I owe 125.07 I called they’re saying they never received it and that it’s on my bank and to have my bank fax over where I made the payment. Spoke with the bank and AT& T service they verified that I did make payment. Now AT&T service is saying that Oh you did make the payment but it was postponed to directtv last month and that I still owe them and that I owe directtv over eight hundred dollars. The service is unprofessional, agents are giving different answers they are not understandable nor do they care. They hang up the phone on you and my experience there was not the best at all.

Tutor

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5 Messages

2 years ago

I am having issues and looking on how to file complaint

Tutor

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5 Messages

2 years ago

Best department to file complaint against att/direct tv

Tutor

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1 Message

2 years ago

We are having a similar problem with Direct TV.  We have been with them for nearly 20 years, have an impeccable payment record and they turned our service off.  When we called their customer service department, we were told the account was "flagged" and were unable to give us an adequate explanation.  We were told we have to speak to a supervisor to resolve the issue, gave us a number to call (which we have called several times and all we get is voicemail telling us to leave a message), that it could be 7-10 days before anyone will call us back and no one can give us any adequate information about what the problem is.  We have never been treated this badly before and certainly never expected to be treated like this by a company we've been doing business with for such a long time.  They won't even let us cancel the account!  We are unhooking Direct TV, are hooking up to a local television service and are in the process of securing service with another satellite provider.  Once we are able to cancel the account, it will be permanently.

Tutor

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2 Messages

2 years ago

Here are a couple paths for a formal complaint. Try FCC and the Better Business Bureau. Their lousy site would not allow a direct link, sorry. This is one of the most inept companies I have ever dealt with and they are on my never to use again list and they are number 1 to never use again, ever!

 

http s://www.bbb.org/us/ga/atlanta/profile/cable-tv/directv-0443-3119/complaints

 

http s://www.fcc.gov/

Contributor

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1 Message

2 years ago

I have had the same thing happen but with a phone they in my experience will lie & cheat to dump a product I've been a customer for 8years and when they sold to at&t the quality of service has depleted exponentially now the digital service is starting to decline im thinking of switching to Xfinity 

Contributor

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2 Messages

2 years ago

 I have sent several pages of the poor and unethical business practices we have received from AT&T/Direct TV.  

 

We have been subjected to many of their internal scams from auto enrolling us in unwanted device insurance programs, charging us for unreturned equipment (Thank goodness for UPS as a rep there in Dallas and Austin both advised us of the level of distrust of AT&T / Direct TV claiming unreturned equipment.  That would have been another disagreement that we would have been the victim), as well as failing to return any of our calls with the exception of one very problematic call described below. 

 

A rep called a few months ago and apologized for the unfortunate issues (over a year and a half) we have endured and said she can remedy all our issues by getting us on a streaming service called DirecTV Now which requires no equipment or techs. 

 

The short of it is they promised to cancel our other service without cancellation fee since it was to remedy are long existing issues.  They even called us back upon our request with confirmation that the rep could term our contract and lock in our price.  I don’t have the energy to describe all that unfolded with that transaction.  The rep delivered confirmation that we could be let out of our contract and gave us her best calculation on the monthly cost including fees and taxes which seemed reasonable.  That was the only call back I have ever received from DirecTV despite several responses.  And unfortunately it was to mislead us in multiple ways.

 

The rep did cancel the services and did not charge us a cancellation fee.  However, the new services were entirely set up incorrectly and had wrong information in our account so we had to discontinue the new service until the issues were corrected which took about two weeks.  We had our old service reconnected since the new one wasn’t working correctly yet.  Two weeks later we were able to proceed with the new service, and then the $200 cancellation fee was charged to us. 

 

This story glosses over several instances of very unethical service and poor treatment of customers who have had cellular and home bundle, and have never missed one payment.  This is a tragic experience that is not resolved.  There is so much more but like most interactions with DirectTV and now AT&T, it is exhausting and you must tell your situation over each time to get redirected to a department you have already told the story to countless times.