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Business Profile

Cable TVs

DirecTV, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for DirecTV, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 5,442 total complaints in the last 3 years.
    • 1,516 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I suspended my direct TV service in March of 2024. In July 2024 we decided to cancel it. I asked when I cancelled if I would have any extra fees. The person told me no as long as I returned the equipment that they asked for in a timely manner. I returned the equipment and had an 85-dollar credit on the account for several month. In January 2025 Direct TV offered a refund and I followed the process and the I had a zero balance on the account. All of a sudden after not receiving statements for several months in April 2025 I get a statement for ******. I reach out and after several phone calls with people who cannot speak English well and seem to be sticking to script, I finally find out they are billing me for early termination fee. The delay they tell me was a system error. I filled a dispute and was to receive a response in 60 days I waited and no response, just more calls trying to collect. the other interesting piece is right after they started billing me, they were trying to make a deal if I came back, they would forgive the bill. My issues are I asked about a fee and was told no fees. They did not figure out I owed money for 9 months; they could resolve it if i came back.

      Business Response

      Date: 07/10/2025

      The DIRECTV Office of the President reviewed the notice received from the Better Business Bureau and confirmed the consumer cancelled service prior to the completion of a 24-month service agreement; therefore, an Early Termination Fee (***) was charged to the account. The agreement was associated with an equipment upgrade received in 05/2023. Typically, the *** would have applied at the time of cancellation and appeared on the final billing statement; however, a system error delayed its posting.

      In consideration of the consumers 24 years of service, we reversed the *** which brought the account to a zero balance.   

      Customer Answer

      Date: 07/11/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      **** *******

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ive been a directv customer for years. I had an old receiver to stop working. They sent me a replacement I still have my old main receiver in use. I had a $10 for life monthly credit for HD auto pay. When I called they said when I got an upgrade it stopped. I was never told this and its not on any bills. I still have auto pay set up.When they said they couldnt reinstate it I told them to cancel my service and they said I would have to pay $240. This is crooked and make things up to take advantage of customers.

      Business Response

      Date: 07/10/2025

      DIRECTV has contacted the consumer in response to the Better Business Bureau inquiry. After speaking directly with the consumer, we have resolved the matter by reactivating their billing discount. The discount will be applied to their account within two billing cycles. We appreciate the opportunity to address this concern.

      Customer Answer

      Date: 07/10/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ********

    • Initial Complaint

      Date:07/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a bill from **** for $220.96 towards the end of May. I called **** on June 6th and asked a *** what this bill is all about. She told me to disregard it as I did not have a balance because it was taken care of with Century Link. I get a bill in my email yesterday from **** for $448 roughly. I call **** back and they tell me it is from June and July. I was told the June bill was not supposed to be sent out from the previous *** and now I am being told to pay both. This company is always deceptive on their billing and have terrible customer service when you speak to ***s. I want the $220.96 credited back. I know they don't care if they lose customers because they are a big organization but this has to stop. I should not have to come up with double the money.

      Business Response

      Date: 07/01/2025

      AT&T has confirmed that the matter involves DirecTV services. Transferring complaint to be addressed by DirecTV.

      Business Response

      Date: 07/03/2025

      DIRECTV spoke with the consumer who was previously combined billed with *********** until 4/29. They were advised to disregard the May bill from DIRECTV as it was already resolved through ***********. Based on their account tenure, we applied an adjustment which brought the balance to zero. The consumer was advised they will receive their bills from DIRECTV going forward. 

    • Initial Complaint

      Date:07/01/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They refused to pay me the $66 I had coming when I cancelled my direct tv and was told I would receive it in 2-4 weeks.

      Business Response

      Date: 07/03/2025

       

      DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. We communicated with the consumer and shared the refund was already processed and mailed to the address on file. As they stated this refund was not received, we referred the consumer to the refund vendor.  DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.

    • Initial Complaint

      Date:06/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not able to access my new account ending in 6219. I cannot see my statements. I just spent an hour on the phone with Direct TV and I refuse to waste more of my time over this issue.Every time there is a problem with DIRECTV, I go in circles with technicians on the phone. Its so irritating.

      Business Response

      Date: 07/08/2025

      The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We spoke with the consumer and we were able to fully resolve her concerns and restore online account access. We provided our contact information for additional questions, requests, and/or correspondence specific to the consumers concerns.

      Customer Answer

      Date: 07/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:06/29/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi, I moved into my home and Ive been in contact with DIRECTV to remove their satellite from my yard who I believe was the previous homeowners. However, a customer service agent informed me that technicians install satellite, but I would have to hire someone to remove it. I have been in touch with DISH via the BBB who has confirmed the satellite belongs to DIRECTV Could we make an accommodation to have this removed?

      Business Response

      Date: 06/30/2025

      The DIRECTV Office of the President spoke with the consumer regarding a notice received from the Better Business Bureau. We informed the consumer that the DIRECTV satellite dish becomes a part of the property upon installation.  We do not provide support for the removal or uninstallation of the dish. 

    • Initial Complaint

      Date:06/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased an additional box so my husband could watch 664 Marquee network which we have had for at least 2 years upstairs. I was told it was $7 per month additional and that was it. i received the bill and $13 charged for *** which i was not told about. I called and stated i did not want *** and would not have purchased the box had I known. they said nothing they can do and gave me a $30 credit per month for 12 months. i got home and 664 was no longer in our channels. called again and was told because we made a "change" all our "complimentary" channels were taken away, 664 being one of them. again NEVER told this when i called that morning to complain about the *** charge. they stated the only solution in order to get 664 back was we would have to sign up for a new more expensive plan AND the sports package. this added over $100 per month to our bill but that was the only option. again, i would never have bought the additional box had i known it would ultimately increase our bill by over $100 per month. but i had no other choice because my husband had a stroke and 664 is the only channel he watches. i feel DirecTV is doing bait and switch multiple ways in this whole situation and now they have me locked into a 2 year contract with early cancellation. i either want the 2 year cancellation fee removed from my account so i can find other solutions or i want additional credit on my account over the $30.

      Business Response

      Date: 07/01/2025

      The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We spoke with the consumer and provided a 12-month discount based on the call we reviewed. Please know the experience is not typical of DIRECTV's level of *****************

    • Initial Complaint

      Date:06/28/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were promised a service that was never delivered. Sales person basically lied to get us sign on to the services. *************************** was unable and unwilling to help us resolve the issue. We had no choice but to cancel the service. We just need to get our money back.

      Business Response

      Date: 06/30/2025

      The DIRECTV Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau on 6/30/25. We show the consumer spoke with **************** on 6/28/25. **************** processed a disconnection and submitted a refund request for the billed amount.Refunds may take 3-5 business days to process. We believe this should fully resolve the consumer's issue.

    • Initial Complaint

      Date:06/27/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted them about a gift card they promised me for continuing my service but still never received the 200 dollar gift card they promised on 4-6-25. They are constantly dropping credits which causes my bill to jump without notifying me.

      Business Response

      Date: 06/30/2025

      The DIRECTV Office of the President spoke with the consumer regarding billing and reward card concerns. We explained discounts are temporary and not guaranteed. There are no additional offers available. We confirmed their account is set to disconnect at the end of their billing cycle as previously requested. Therefore, they are ineligible for the reward card. 

      Customer Answer

      Date: 06/30/2025

       
      Complaint: 23526653

      I am rejecting this response because: I was promised the reward card before I set it up for cancellation so the card should have already been sent. Directv is offering much better deals to new customers than the current ones. I dont agree with this decision and also different discounts are offered to different customers.

      Sincerely,

      ****** ********

      Business Response

      Date: 07/02/2025

      The DIRECTV Office of the President previously explained the consumer is ineligible for the reward card as their account is scheduled to disconnect at the end of their billing cycle. As no new information was received that required further review, DIRECTVs position remains unchanged.

      Customer Answer

      Date: 07/04/2025

       
      Complaint: 23526653

      I am rejecting this response because:
      My position remains unchanged as I explained the gift card was promised to me 3 months ago and I could not get a resolution except file this complaint so now that Ive decided to terminate service I cant get it. I believe thats underhanded and Ive been a customer for 25 years. 
      Sincerely,

      ****** ********

    • Initial Complaint

      Date:06/26/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an appointment scheduled for June 26th to relocate my Direct TV service between locations, with a timeframe of 12 PM to 4 PM. I received a text message expressing gratitude for my patience and indicating their arrival by 4 PM. However, upon calling at 5:15 PM to inquire about their status, I received no information. Subsequently, I was informed that a rescheduling for June 30th, four days later, was the only option. It seems unlikely that any business owner would conduct business in this manner.

      Business Response

      Date: 07/08/2025

      The DIRECTV Office of the President contacted the consumer and completed the installation on 7/1. Records show five receivers are now active; however, the consumer stated only two were installed as requested. They will contact us at a later time to confirm the information of the receivers no longer in use and deactivate them.

      A billing adjustment was issued to their account for time without service and the initial missed installation appointment. Additionally, we added a 12-month promotion in consideration of the troubles they encountered with their install. We appreciate the feedback they provided which was forwarded to the appropriate parties. 

      Customer Answer

      Date: 07/08/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ****** ****

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