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Business Profile

Cable TVs

DirecTV, LLC

Headquarters

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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

    • 5,443 total complaints in the last 3 years.
    • 1,518 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:06/20/2025

      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.
      After updating payment information into their website, the autopay feature somehow disconnected and the updated card info was not showing on the customer service information screen even though the website showed the correct card info. I asked to speak to a supervisor and was told I would get a call back within 24 hours with no response.This happened multiple times and then was billed late fees and reconnect charges.After finally speaking to a supervisor for over an hour, the additional fees were credited to the account and I was transferred to customer loyalty which would not issue an further credits. As such, I cancelled the service.

      Business Response

      Date: 06/23/2025

      The DIRECTV Office of the President contacted the
      consumer regarding a notice received from the Better Business Bureau. DIRECTV
      communicated with the consumer and agreed to cancel the DIRECTV service as of
      6/23. Based on their tenure, we informed the consumer we will monitor the account
      on July 14 to zero out the bill. DIRECTV provided contact information for
      additional questions, requests, and/or correspondence specific to the
      consumer’s concerns. 

    • Initial Complaint

      Date:06/20/2025

      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 canceled my account on June 3rd. I said cancel immediately, do not take any with drawls from my account. On June 16th they took ****** out of my account. There explanation was that you could not cancel in the middle of a pay period, (which they did not tell me when i canceled) I feel at the very least it should be prorated to June 3rd. They would not consider this. Very poor customer service. I would have been fine with a prorated billing. Since they are so not customer friendly. I now want a full refund.

      Business Response

      Date: 06/27/2025

      The DIRECTV Office of the President spoke with the consumer and confirmed the final payment amount is accurate. To provide clarification, the consumer requested cancellation on June 3rd, which occurred during the middle of their billing cycle. In accordance with the DIRECTV Residential Terms of Service, the cancellation was processed at the end of their billing cycle on June 23rd. Therefore, partial month adjustments do not apply.

    • Initial Complaint

      Date:06/20/2025

      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 received a bill in the month of June for the amount of $248.37 which is a passed due. The account number#*********. I called and cancel the service in May 7, 2025 with ***************** Therefore, I shouldn&#**;t have a pass due balance for a bill in May. However, I cancel my service on May 7, 2025. I am willing to pay for the 7 days in May. I would like this bill adjusted and then I will pay the amount due.

      Business Response

      Date: 06/20/2025

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

      Business Response

      Date: 06/27/2025

      DIRECTV communicated with the consumer and shared the details of the resolution reached. DIRECTV provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. The consumer indicated they were satisfied.

    • Initial Complaint

      Date:06/20/2025

      Type:Service or Repair 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 used the 5 day sign up free period to test out the service I canceled on the 15th of June as i didnt like the service a week later I was billed for the service I called and the *** told me I dont cancel on time even though I have proof and she said she would issue the refund but it should of taken out to begin with

      Business Response

      Date: 06/30/2025

      The DIRECTV Office of the President investigated a notice received from the Better Business Bureau.We determined their five days of complimentary programming with the new DIRECTV STREAM? service ended on 6/14.  The Auto Bill ******* (ABP) attempts that began on 6/16 were unsuccessful until 6/20,when the payment was taken successfully.
      The consumer's request for a full refund was honored based on any possible misunderstanding. 
      DIRECTV believes this should fully resolve the consumer's issue.

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair 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.
      **** from direct tv came in mail today with an add on of $50. for ************ which I never ordered or would ever consider ordering. I called immediately and after 10 or 15 minutes of telephone trees and talking to someone with an accent I struggled to understand, I think the penthouse tv will be canceled and I will be credited. Someone else from direct tv called an hour later who also had a strong accent. I put the phone on speaker so my wife could hear also. I said I just wanted the falsely added penthouse tv corrected and credited. She had a very long and complicated explanation that my wife said sounded like lawyer legalese. After several minutes of this, I interrupted to say: just reimburse us for the $50. within 2 mos and remove penthouse tv from the bill or we will d/c direct tv. I looked up penthouse tv online and saw it was ***********. This reminded me I have looked at penthouse magazine but not in 50 years or more.

      Business Response

      Date: 06/27/2025

       

      DIRECTV contacted the consumer regarding a notice received from the Better Business Bureau. We communicated with the consumer and shared the details of the resolution reached.  Contact information was provided for additional questions, requests, and/or correspondence specific to the consumers concerns. 

    • Initial Complaint

      Date:06/18/2025

      Type:Product 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 canceled my Direct Tv service on 6/18/2025. I was charged on 6/17/2025 $126.78 for the upcoming service. I have no contract with the company. I was told by an employee named ****** his login #DL330K that I would he would not get a refund back for the $126.78. He said all cable companies have the policy of no refunds. When I switched to this plan from *******- ******* issued me a refund so employee made a false statement. I have canceled my service and therefore should receive $126.78 credited back to my credit card.

      Business Response

      Date: 06/19/2025

      The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We reviewed our final billing process and advised monthly services are billed one month in advance. These charges are not prorated if service is terminated on any day other than the last day of the billing cycle. Services remain available to the customer until the end of the billing cycle. Due to any misunderstanding, a refund was applied to the credit card on file and may take up to five business days to post.

      Customer Answer

      Date: 06/19/2025

       
      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:06/18/2025

      Type:Sales and Advertising 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 had a credit balance of $143.01 to my account 4/2025 when I closed my account. The representative **** confirmed via case #********* that the entire balance would be refunded to ***** 5/2025 we received a partial refund of only $45.04. I called Direct TV and they said this was a glitch and they would process the balance due of $97.97. Manager Aigina (ID ********** and case #********* on 5/16/2025 at 6:15pm (after hours on the phone). The manager stated I would receive the refund within 7 days.On 6/18/25 I spoke with a manager **** ******* case ******************** that said that the account is closed, and they cannot process any further credit. I will NOT receive my balance due of $97.97 and nothing else can be done.This is robbery. I have all the statements showing I had a full credit balance of $143.01 due and was only paid $45.04.

      Business Response

      Date: 06/23/2025

      DIRECTV spoke with the consumer on 06/20/2025 regarding a notice received from the Better Business Bureau. DIRECTV determined the amount refunded was accurate as we reserve the right to recoup pre-paid discounts. The consumer indicated they were not satisfied.

      Customer Answer

      Date: 06/23/2025

       

      Complaint: 23485689



      I am rejecting this response because the outstanding credit balance was a result of overbilling in prior months.  It was not a discount, coupon, or promotion.  It was my REAL money that they overcharged to my credit card before the account was frozen.  The credit balance was my money and should have been refunded in full as multiple employees had noted and approved in prior months.  I have had various representatives take a "deep dive" into my account and agree with me 100%.  But, the accounting department keeps reversing the credit that is clearly due and has been promised by multiple representatives - including managers!  DirectTV is being dishonest and corrupt. 



      Sincerely,



      Mark Deranek

      Business Response

      Date: 06/27/2025

      DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information which required further review. As such, DIRECTV’s position remains unchanged.

      Customer Answer

      Date: 06/27/2025

       

      Complaint: 23485689



      I am rejecting this response because I did provide specific details with employee names, id's, and case numbers.

      Shame on DIRECTV Office of the President saying the notice contained no information which required further review. They are very unethical and thieves. 

       

       

       

       





      Sincerely,



      Mark Deranek

    • Initial Complaint

      Date:06/18/2025

      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.

      I over paid on my account in the amount of $901.79 on 3/1/25, on 3/3/25 when I realized that I had over paid, I contacted the business to request a refund. The customer service *** told me that it would take 14 days to 2 months to get it approved because it was already posted to my account and he could not just send it back. After waiting the 2 months, I called and spoke with an ***** (reference # *********) and he told me that nothing had been done with processing my refund and that he would then start the process and escalate it and I should receive it within the next 7-10 business days, which had not. I called on 6/2/25 and spoke with ***** who transferred me to a Supervisor (****), and he said that it still had not been approved and that I would take another 7-10 days plus an additional 3-5 days and to call back in 3 weeks.

      Acct. # *********

      Customer Answer

      Date: 06/18/2025

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

      Business Response

      Date: 06/19/2025

      The DIRECTV Office of the President spoke with
      the consumer regarding a notice received from the Better Business
      Bureau. DIRECTV confirmed the consumer received the funds from the
      payment reversal. Additionally, we offered to guide them to their online
      account to view the last two payments, clarifying that these payments covered their
      DIRECTV service through 06/09; therefore, no refund was due. However, they declined,
      indicating they were not satisfied.

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair 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.
      Direct TV sent out a new box with no technician to install it. We have made and they have confirmed 6 appointments to have thier system installed. Six times I have either taken off work or set around all day like a prisoner only for them to not show up, no calls or anything. Then they call to set up more appointments and once again never show up. We have been dealing with this since 6-4-25. And just (6-17-25)tonight they just called to cancel our appointment for tomorrow (Wednesday) and reschedule for next Monday. We have been without service since 6-4-25 and all we get is someone from ***** apologizing. Enough is enough, they are not living up to the services that Im paying for.

      Business Response

      Date: 07/02/2025

       

      The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. We communicated with the consumer and confirmed he canceled his services based on the experience. The account was adjusted for time without service and to acknowledge missed appointments. As a result, we issued a partial refund to their last payment method on file. We provided contact information for additional questions, requests, and/or correspondence specific to their concerns.

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair 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.
      When i called and got direct tv the representative on the phone told me I could cancel anytime and it wouldnt cost me nothing once I got the service and now when I try to call and cancel they want me to pay a early termination fee and I never signed a contract with them and they say that I did but cant show me the contract

      Business Response

      Date: 06/27/2025

      The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau for an Early Termination Fee (ETF) dispute. DIRECTV spoke with the consumer and offered to assist with the monthly billing after a payment is received toward the past-due amount.The consumer advised DIRECTV they would make a payment by 6/26/25 and contact us for further assistance with their billing. The promised payment has not posted to the DIRECTV account as mentioned by the consumer as of 6/27/25.

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