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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

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. 

tgreaves

Former Employee

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1.7K Messages

2 years ago

@calmandcentered

 

The mistake right there was you reconnected. the original rep would have marked your service address as un-serviceable which allowed you out on your contract without a early exit fee. You were free at that stage, reconnecting the old service at the same address would have set off alarms re-enabling the ability for service at that address thus when you cancelled a 2nd time there was a early cancellation fee.

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 just moved from dish to direct TV and I have to say yalls Technology is crap and I mean it crap big time compared to dish.  Direct TVs technology is crap they r in no way what so ever as good as dish yea yall now have all the channels and dish dont  yall for real need to do some  Major upgrades to yal's boxes and Equipment signed one super  unsatisfied  Direct TV customer like take some tips from them cause this is sad 

Tutor

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5 Messages

2 years ago

I have called never can get anyone in the states. And none of the will help 

My monthly bill was to be 38 91 

but yet has it been that. It’s all ways over 128 or 78 or 85 never ever is it what I was told  And the 150 channels I got were crap 122 of those channels were infomercial or something hade only 16 I could watch now ther tell me it will coast 206 dollars to get it back on after I payed 78 on the 4 of Feb

Im going to try and file legal action against them for fraud and mental anguish Thay have caused me and my  family 

Att if your reading this you need to get with me before it get to far  the longer it goes the more I’m going to ask for it will go befor a jury then  

shannon02

ACE - Expert

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21.8K Messages

2 years ago

Your contract limits you to binding arbitration.

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.

Tutor

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5 Messages

2 years ago

Not if they violate the contract by avoiding and evading the  issues and hand The contract was voided when they refused to tack action on this matter  witch has been going on for a year now and I have over payed  by 700 dollars and won’t my money back or some kind of  rectification in this matter  I have sent out letters with no response back  

Juniper

ACE - Expert

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25.1K Messages

2 years ago

A bill of $38.91 would be very difficult to reach, even for a 1st year discount. I would verify the order confirmation DirecTV sent you upon ordering the service for the full breakdown and see how it matches against the monthly bill. Even their lowest plan (Family) which normally doesn't qualify for discounts is $29.99 before receiver services, TV fees, and taxes.

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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 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.

Tutor

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5 Messages

2 years ago

I have tried to send a pic of my first few bills but it would not allow
I still have tried to talk to someone that is not in the Philippines but to no avail all I’m asking it to tell me why my bill went up with the package I have I have all the payments I have made and with my package I have over payed by 360 dollars but the ones I talk to has no clue on how to fix it Thank you John Vanaman

Tutor

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5 Messages

2 years ago

And here’s the other thing. There was a 200 dollar Visa card that was supposed to be applied to my account I never received it and it was never applied to the account so was the money embezzled why is it my account not $200 ahead just buy that card plus the 360 that I paid I should be $560 a head who took that money
Constructive

Employee

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18K Messages

2 years ago

@Johnnyv1   we have no clue why your bill is what it is, were all customers here and cant see your bill, you need to continue to call until you get someone that can help.

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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.

Tutor

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5 Messages

2 years ago

I understand that I’m just trying to cover my Butt since i can never get to talk to anyone there. Thank you you though God Bless you
Juniper

ACE - Expert

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25.1K Messages

2 years ago

@Johnnyv1 

 

Those bills you have, I would check to see about any discounts that are shown such as $30 off for 12, 1 of 12 (2 of 12 and so forth). See if they reached their full 12 months and simply completed. If they stopped short then compare the last bill with the discount and the first one without to see if there were any changes to service, such as a different programming package. Many discounts have a minimum package requirement so if you go below that then their goes the discount.

 

Base cost itself should have only changed recently with the price adjustment we have seen annually the last few years. But that adjustment would only be a small amount and certainly hasn't been in effect long enough to account for the total difference you have seen over time. www.att.com/2019pricing

 

As for the gift card, I would check your order confirmation. Some gift cards are automatically sent 6-8 weeks from your activation date, but others require a redemption form filled out. The order confirmation will let you know if you had to submit the form. If the order confirmation doesn't have a gift card listed though, then it wasn't on the order. That is why it is important to read the confirmation, regardless of what the salesperson says.

 

This is a customer to customer forum. Though sometimes those marked as "employees" post from time to time, they are doing so on their personal time and not in an official capacity. Though if you could screenshot/clipart the itemized portion of your bills when it changed (personal info removed of course), then other users here might be able to help clear up what happened or give a little better guidance.

 

Otherwise, call DirecTV 1-800-531-5000 for official support.

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(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 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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2 Messages

2 years ago

None of my favorite shows are recording while I am at work as they have done in the past.  I do not think Direct TV should be charging the same for services when they are not provided.  This has been going on for 2 months.

 

Contributor

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2 Messages

2 years ago

We are unable record the shows due to " visit directvpromise.com" problems, however, our bill is the same.  We should be compensated for their inability to make appropriate arrangements for them to have that access.  Why have direct tv if we cannot record the shows we miss while at work.

Juniper

ACE - Expert

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25.1K Messages

2 years ago


@4cindy wrote:

We are unable record the shows due to " visit directvpromise.com" problems, however, our bill is the same.  We should be compensated for their inability to make appropriate arrangements for them to have that access.  Why have direct tv if we cannot record the shows we miss while at work.


The issues listed at www.directvpromise.com would be local channels that have denied their feed to DirecTV to increase costs. There is no compensation for this as in the terms of all TV providers that programming/channels are subject to change at any time. DirecTV does not own the channel. Contact your local affiliate and tell them to quit being so greedy. Or would you prefer DirecTV just cave and raise your bill more to get the locals?

 

Since locals are free over-the-air (OTA) use a regular antenna to get the FREE broadcast when at home. Also to combat local channel greed that is getting out of control in some areas, DirecTV is testing a local channel connector (LCC) which would allow you to plug your antenna into your HDDVR. This would allow you to record the free broadcasts during negotiations such as these, or even from locals within range that DirecTV doesn't have.

 

Most of us have DirecTV for the national channels that we cannot get otherwise, not our free locals. For those of us who find locals most important, we just get a antenna, not pay TV.

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

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