- edited 08-11-2018 8:22 PM
Placed an order for the Choice Package, Sunday Ticket, and 2 recievers on Aug 3rd. Was told by the sales rep on the phone if I signed up that day he would up the existing $100 dollar Visa Gift Card offer to $300. He confirmed this with his supervisor and so I placed the order. Service was installed today Aug 11th. I go to register for the gift card and the website shows I qualify only for $100. I call DirecTV Customer Service. I wait on hold. They transfer me to Loyalty. I wait on hold. They say they can’t help me. I ask to be sent to cancellations. I wait on hold. I speak to cancellations. They warm transfer me to Billing saying they can help me. Billing tells me I have to call sales. At this point I have been on the phone for an hour and 20 minutes. I demand to be sent back to cancellations. Call gets disconnected. I call again and reach cancellations. Another 30 minutes on the phone and the rep says I need to speak with “rewards” which is closed during the weekend. Oh and since the service was installed today I have 24 hours to cancel before the ETF goes into effect. I’m literally beside myself regarding how bad DirecTV customer service has been today. How can a company operate this way? I have to wait until Monday to speak with the rewards dept. Just searching online shows customers being offered bogus Visa Gift Card promises is a systemic problem at DirecTV.
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08-11-2018 10:09 PM
What does it say on your order confirmation? That's all they'll honor.
08-12-2018 4:54 AM
They don’t mention visa gift cards on the order confirmation. I received a separate email on 8/3 stating I qualify for one but no mention of amount.
08-13-2018 10:58 AM
hello, as i'm in sales for DTV i know exactly what you are talking about. in the original order confirmation there will be a link provided on how to claim the $200 visa reward card. The $100 one is seperate as it was a bonus promotion for the past 2 weeks.
So please check your original email, the one they sent you the day of the phone call sale. Then visit the website above and fill out the details.
The $100 is completely separate to this one and will be mailed out directly
08-13-2018 11:37 AM
I have checked through all my emails from 8/3. The order email that lists my package and discounts makes no mention of a Visa card. I received a separate email that day saying I qualified for a Visa Gift Card and that over the next few days I would receive an email regarding how to redeem it. No mention of amount. The ATT Rewards site only lists the $100 dollar card currently. I did not receive any ATT emails between my sign up date of 8/3 and my install date of 8/11. I have double and triple checked my order email from 8/3 and there is no mention of a Visa card. I waited on hold for 45 minutes today to speak with someone from the ATT Reward Center. The rep said she only saw the $100 offer and that I definitely qualified for the additional $200 but I would have to wait until Aug 25th to see if I get anymore email about it or for them to get involved. What a mess.
08-13-2018 11:40 AM
Did you visit the website I provided you?
08-13-2018 12:07 PM
Can you remember the persons name and or supervisors name? Wondering if it was from my call center.
08-13-2018 12:10 PM
I really do not remember since it was so many days ago. Not sure if you could look at my account number and tell anything by that.
08-13-2018 12:12 PM
Unfortunately, tho im in sales. Im not allowed to access peoples accounts via the forums. Doing so is instant termination.
08-22-2018 7:47 AM
I now have (2) $100 dollar gift cards showing on the rewards site but I'm still missing $100. I was told by the rewards center to call back by 8/25 and if the 3rd reward card is not showing up they will put it in manually.
08-24-2018 8:14 PM
I just had the same thing happened to me!! This is unethical on the sales rep part. I just got the letter in the mail today. I went online to accept it and there is only $100!! I called in and spoke with a supervisor who stated she only saw $100...I’m canceling the service and will deal with breaking the contract. I only accepted the service because of the incentives (I was going to use that to pay the bill)..DONE!!
FOLLOW UP...I called back in and request to cancel my service because I reviewed my installation email again and realized I’m still within the 14 days cancellation window. The rep stated she saw the $100 Reward but not the additional $300 and could only go by the notes. I gave her the supervisors name/number of whom I spoke with in sales prior to agreeing to the promotion and she just continued to remind me of the $100. She offered to backdate my cancellation after trying to threaten me with the early termination fee in which I don’t owe. I’m calling the competitor on Monday then will cancel so I won’t be without service. I’m sure some of these calls have been recorded by the supervisors but the unethical behavior continues.
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