08-13-2019 7:01 AM
I am a Directv customer and have been for a no. of years. My most recent bill went up from 92.00 to 145.00. I contacted customer service to plead for a reduction to what I had been paying. Of course I was hung up on after a half hour or so as I was being transferred to a supervisor. I called back on 8/8/19 and got to another supervisor named Irving. This was 3:02:49 P.M. After 43 min. 22 sec, of conversation he offered me 12 months of service for 92.48. Irving supposedly worked in the loyalty area due to my length of time with Directv. The order # is 5069818405A. I think his ID is IC0362. I was satisfied with this and I also agreed to remove HBO from my service and add Showtime back. On 8/9/19 I called Directv back due to having no HBO and no Showtime. I asked what my monthly billing would now be since my conversation with Irving the day before and the amount he stated I would be paying. Of course the amount of 92.48. had grown in one day to 102.46. I asked how it had gone up from the day before and the agreed upon amount given by Irving. I ended in the loyalty area again and after an hour or more on the phone the gentlemen did see where I had spoken to Irving and gave me the info. on the order and ID noted above. I now have no idea what I will be paying and it was suggested by my 8/9/19 call to reach out to ATT complaints. I see there is no easy way to find ATT complaints but I am trying here. I would like to pay what the Directv rep. offered of 92.48 and move on. Please respond or forward this to the right place if possible. Thanks
08-13-2019 7:44 AM
there is no complaints dept, if you call and ask for complaints they will forward you to retention (loyalty) its very possible that even though the agent is offering you something the computer is kicking it out as your promotions have run out.i see this happen all the time in the forums since were in a computer age and the computers have the final say with the agents not able to over ride. happens with promotions, payments arrangements etc
08-13-2019 9:05 AM
As a long-time customer, why did your bill go up from $92 to $145 in the first place? That sounds like a new customer incentive expired. What changed?
08-13-2019 9:21 AM
08-13-2019 11:39 AM
@ag3892892 not every call is recorded, they are randomly chosen and the rep on the phone doesnt know when or if the call is recorded, only legal can pull the calls that are recorded. and thats determined by a court order or corporate to review for training purposes to update policy
08-13-2019 12:06 PM
08-13-2019 1:52 PM
Any suggestions as to what I was told and how to move forward with my account billing?. Is there a way to get to a supervisor or someone in the loyalty area to plead my case? I have spent to much time with Directv trying to keep an affortable rate. Thanks for any help on this.
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Not really. Try filing a complaint with BBB and FCC.
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