Complaints

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

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  DirecTV, LLC

  2230 E Imperial Hwy El Segundo, CA 90245-3504

  
• 

  DirecTV, LLC

  9663 Santa Monica Boulevard Beverly Hills, CA 90210

  
• 

  DirecTV, LLC

  13596 Vaughn Street San Fernando, CA 91340

  
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  DirecTV, LLC

  750 US Hwy 201 Rindge, NH 03461

• 

  DirecTV

  One Rockefeller Plaza, 2nd Floor New York, NY 10020-2092

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.

• Initial Complaint

  Date:06/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Additional bill. I called on June ****** to cancel service. *** said it was on 6/17/25. I called the June 6 when they collected payment and increased my service. I requested that service to stop that day June 7th. I also requested how to return the equipment. I spoke with another *** today June 26, ******************************************************************* their record June 17th. The reason I called on June 6 was the date of increase. Now they are billing for another cycle. Not listening to why I wanted to resolve this error on their behalf. Plus charges are higher than market rates for cable services.

  Business Response

  Date: 06/27/2025

  The DIRECTV Office of the President reviewed the notice received from the Better Business Bureau and confirmed the account balance is valid. Call records confirm the consumer requested cancellation on 06/17, after the start of a new billing cycle. Therefore, per the DIRECTV Residential Terms of Service, cancellation will occur on their billing cycle end date of 07/13 and partial month adjustments will not apply. This was explained to the consumer during the call, and our records reflect there was no prior disconnect request.   

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have trying to cancel this since October with no success. I entered ************ and have not returned home nor will I ever he able to. We have continously tried canceling this service and they continue to bill.

  Business Response

  Date: 07/03/2025

  DIRECTV reached out to the consumer following receipt of their Better Business Bureau inquiry. We spoke with the consumer who stated their account was not disconnected in October 2024 as requested. We confirmed the DIRECTV account was disconnected on June 30, 2025. In recognition of their valued loyalty, we applied a credit that cleared the outstanding balance. 

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  on or about may 15th called directtv to see if i could get better rate i was told it was as low as they could go but after 3 months directv would send me $200 **** to help toward **** i said great thank the lady went about my life on may 25th i got email service being disconected it was turn off I called directv keep in mind this is Sunday morning Memerial day week end and was told the old deal i had was no longer valid and to keep i would have to pay more i asked at that point in conversation was i locked into a timed contract and was told no i wasn;t so i found a company 3 in fact cheaper and cancelled 6-11-25 got final bill they charged cancelation fee sspoke to brain on 6-23-25 who said nothing he could do would have a supervisor get back and no one ever got back

  Business Response

  Date: 07/01/2025

  DIRECTV spoke with the consumer regarding a notice received from the Better Business Bureau. We found the consumer was not informed of the agreement when his account was reactivated after accepting a promotional offer. We agreed to credit the balance on the account,which included the Early Termination Fee due to non-disclosure of the agreement.

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Received phone call June 25 2025 from DTV Upgrade number ************ to upgrade receivers. Wanted me to send money. Saw on ****** article May be scam Did not send money and DirecTV tv service is still ok

  Business Response

  Date: 07/03/2025

  The DIRECTV Office of the President received a notice from the Better Business Bureau. The consumer stated they received a possible scam call requesting money to upgrade their equipment. The consumer confirmed they did not provide any money.

  We received a return call from the consumer, made additional contact attempts, and sent an email requesting to schedule a time for us to call them. To date, no further response was received.

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 started service with DirectTV in 2012. We canceled the service a few years later and returned the equipment. Out of the blue, last month I received an invoice (addressed to my recently deceased husband). I spoke to a customer service agent who was helpful, said he saw the issue, and assured me he corrected it. Only I received another invoice a month later. I called again, spoke to a very rude agent who said I had the service (refused to hear otherwise or investigate further), but he would cancel it. I would receive a final invoice and be charged for any equipment I did not return, even after telling him I had no equipment as I had not had the service for ~10 yrs. Later in the day, I spoke to a supervisor who confirmed I did have the service, even though I communicated again that we have not had any service through DirectTV for ~10 years as we had moved back to Xfinity. I asked him to tell me the invoice/payment history (to demonstrate I have not had this service), and he could only see the two recent invoices. He directed me to complete a report at *************************************************************************. The problem with the notmyaccount page is that its assuming identity theft, requiring among other things a police report. I dont think this is a case of identity theft and thus cannot in good conscience fill out a police report. I suspect at best its an issue with DirectTVs system, and at worse, its fraud committed by DirectTV. I will not be paying any invoices for a service we haven't had for a decade, but I also don't want my credit impacted either. I searched bank and credit card records and could not find anything for DirectTV going back several years. I want their system correct so I do not have this outstanding invoice and so this does not happen to anyone else. (From an online search, it does sound like this has happened to others.) [I listed the *** on the latest invoice below. It will be more because I have no equipment to return, so they're likely to charge me for that.]

  Business Response

  Date: 07/01/2025

  DIRECTV spoke with the consumer regarding a notice received from the Better Business Bureau. We agreed to credit the balance on the account due to the customers tenure

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 cancelled out DirecTV service that we have had for over 11 years in October, 2024 because we were finally able to get fiber. A few months latter we started getting bills for $179.99. I interogated the reason for this charge and NO ONE could explain what it is other than early cancellation. One CS **** said it was due to a piece of equipment we got a year before therefore it supposedly renewed the contract. It was a replacement for a defective receiver. We had the free maintenance option and that should have been covered by that. Another CS **** today said that the DirecTV contract renews every two years. They finally sent a copy of a "Work Order" but it does not explain anything. It also had a fictious signature on it.I just want this resolved - it has consumed hours of time and at 80 years old I get tired of this runaround.

  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. DIRECTV confirmed the agreement on the account was incorrect and applied a credit for the full balance. 

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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've been att tv/internet customer for about 6 years. I've made at least 15 service calls for malfunctioning equip. It's been approximately 6 months without tv, yet they've continued to charge me monthly for service. I called today, they stated that they can give me fiberoptic service but I have to pay ****** for installation for fiber optics. won't adjust bill until I pay. As of today`, no tv service.

  Business Response

  Date: 06/25/2025

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

  Business Response

  Date: 07/01/2025

  The DIRECTV Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau. We made multiple attempts via phone and email and were unable to connect. We were unable to locate a DIRECTV account using the information provided. We would appreciate the opportunity to speak directly with the consumer to better understand their concerns and provide appropriate assistance.
  
  

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filing this complaint regarding my DirecTV contract. When I signed up for internet service, I was offered a DirecTV package as a way to waive the internet security deposit. However, I was not informed of any long-term commitment or a contract lasting until 2027. There was no clear disclosure about a two-year or longer-term ************* I am being charged a $380 early termination fee, which I find unfair, as I would not have accepted the offer had I known about such a long-term obligation.This appears to be a case of lack of transparency, and I am respectfully requesting both the waiver of the cancellation fee and the termination of my contract without penalty.

  Business Response

  Date: 06/27/2025

  The DIRECTV Office of the President communicated with the consumer regarding a notice received from the Better Business Bureau. For any possible misunderstanding at the point of sale, DIRECTV offered to credit fifty percent of the cancellation fee should the consumer choose to proceed with cancellation. The account is temporarily suspended until September 15, 2025, and the consumer was provided with our contact information for any additional assistance.

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Yesterday I received an email notice from Direct TV confirming that I had cancelled my account. The email further stated I would owe a fee for early termination. The email didnt state the amount owed, or when the due date was. Today Direct TV debited my checking account in the amount of $470.80, without any prior notice or my approval. I acknowledge that I would have to pay a termination fee. However I find it extremely poor business for a company to tell you:1. You owe a fee 2. No notice of the amount of the fee 3. No indication of when the fee is due..The withdrawal of the entire fee is preventing me from paying some other bills. Im 75, disabled, and on a fixed income. I called Direct TV to complain about this. They acknowledged everything I stated above. Their only response was to say they were sorry for the inconvenience. Its a heck of a lot more than an inconvenience to me. Their practices are appalling.

  Business Response

  Date: 06/30/2025

  The DIRECTV Office of the President confirmed the Early Termination Fee (***) amount was fully disclosed to the consumer via online chat when they requested cancellation on 05/30. They were also advised of the date it would be charged to the card on file, which was their billing cycle end date. Per the DIRECTV Residential Terms of Service, the *** is valid and non-refundable as the service was cancelled prior to the completion of their 24-month service agreement. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23516969
  
  I am rejecting this response because:
  They told me I would be charged an early termination fee. However they didnt tell me when that fee would be billed to me. As I stated previously, I dont object to paying the fee; but I do object the fact the email didnt state the amount or when it would be due. Had I known that, it wouldnt have caused me to be short on paying other bills. I dont want anything from Direct  TV except an acknowledgment they handled the matter incorrectly. You dont debit a persons account without their knowledge or an invoice stating the amount of the bill, and the due date of said ****. I will be posting on social media about my experience with Direct TV. That may possibly warn other prospective customers about how ******** operates.
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/07/2025

  The DIRECTV Office of the President reviewed the rebuttal notice received from the Better Business Bureau and thanks the consumer for their feedback. We understand the consumer is not satisfied with the outcome; however, our position remains unchanged regarding the Early Termination Fee (***).
  
  As previously advised, DIRECTV set the proper expectations regarding the *** when the consumer requested cancellation via online chat. They were provided the exact *** amount and the date it would be charged to the card on file. Like other streaming platforms, consumers do not receive paper statements with their DIRECTV via Internet subscription. Any applicable charges are applied to the payment method on file. 

  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:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 disconnected my service at *****************************************************************. My account number was ********. It was canceled on 4/18/25. I was told I would have my refund ***** days! I keep calling and all I get is a runaround! No body gives me a direct answer! Im tire of this cat and mouse game! I need help in getting my refund! My refund was *****.

  Business Response

  Date: 06/30/2025

  DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. We advised the consumer the refund was processed on June 23, 2025,and they can expect to receive the pre-paid refund card within ***** business days.