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

  
• 

  DirecTV, LLC

  750 US Hwy 201 Rindge, NH 03461

• 

  DirecTV

  322 Maple St Holyoke, MA 01040-4909

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:08/02/2022

  Type:Service or Repair 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.

  The TV is in my name at my parents house in MN. They needed a repair. For 4 consecutive weeks the service repair was cancelled by ATT. Each week it is scheduled the next week., Then cancelled again. Over 30 days without service. never a late payment, always early. On Saturday, July 30th, the service repair was cancelled yet again. When holding for the rescheduled appointment we were told there are NO DATES AVAILABLE for the rest of the 2022 calender year and into 2023.
  I then went in the back door and called to see how long til we could get hooked up as a new customer. 3-4 days. I then explained the whole situation. We cancelled service and went with a new install and guess what? Today they cancelled the install!!!
  How can they take on new customers and not offer service that my folks have payed diligently for? they have the service plan and all.
  My mom is 84 years old. She does not drive. The TV is her only connection to the real world. Someone please step in and get this resolved!
  PLease.
  I should say, I do not know if this was with a CA company, They say they are contacting you from Montana.
  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/10) */
  The DIRECTV Office of the President spoke with the consumer on August 5, 2022 about their concerns. The specialist completed the request, and attempted to reach the ******** by phone on August 8, 9 and August 10, 2022 but was unsuccessful. DIRECTV believes this should fully resolve the ********'s issue.
  
  
  Consumer Response /* (2000, 7, 2022/08/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Direct TV , upon receiving my complaint they the BBB, did call and after numerous contacts, did indeed get the instillation done. The service by the technician was exceptional. The "desk of the office of the president" took care of things. My only complaint is there was still never an apology, or explanation as to why we were told there is no service available for til 2/2023.
  
  My other concern is what if they need a repair?
  Will someone come or will it take another intervention from the BBB?
  I thank all parties involved in this resolution and certainly hope I would never need to file a complaint t again just to get service.
  Thank you very much, BBB.

• Initial Complaint

  Date:08/02/2022

  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 have been working with directv for almost 2 months now our billing is screwed up our equipment doesnt work right and they cant seem to even get the address correct when i told them i was tired and i was going to file complaint i got told do what i have to the account is under ************ and the account # is *************** my name is******* and im on the account to talk as well
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/08) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns. The consumer indicated they were satisfied.

• Initial Complaint

  Date:08/02/2022

  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 3/6/2022, I attempted to call DISH Network for technical support using the toll-free number online. Once on the phone, the representative told me a technician was working on it, and meanwhile would like to tell me about offers for upgrading my equipment at no charge and reducing my bill. At the end of the conversation, it was revealed that I had reached a third party and that they were changing my service to DirecTV. Due to the pricing guarantee, I proceeded to allow a technician to come install the equipment. I had been quoted a total bill with all fees included already, of $120.67. This pricing was promised to be locked in for one year. My first bill was $128.10 and has increased by an average of $5 per month since installation. I have had to call every billing period to obtain credit for promotional services that I had canceled on time, but were not removed from my bill. We decided to return to DISH Network service, and I called today (8/2/22) to cancel the DirecTV. I immediately received an email stating that I would need to pay early termination of $422, although I am still awaiting a credit of $17.82 from the last billing. The initial email with terms that was sent to me did not state there is a fee, and the link to additional terms states only fees "as specified in any lease, programming or other service commitment agreement you entered into". After digging further, I did find another agreement that we did not receive that requires a signature. No signature was obtained from me or my spouse upon installation. I wish to have the early termination charges removed.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/09) */
  The DIRECTV Office of the President attempted to contact the consumer regarding a notice received from the Better Business Bureau. The specialist attempted to reach the consumer by phone and email on 08/03 and 08/05 and to date has been unsuccessful. To address this issue and for account privacy, it would be beneficial to speak with the consumer.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  It is impossible to reach a fraud department and speak with someone directly. My husband has had a charge filed with ERC Collections from AT&T/Directv. We have had an account with Directv for 20+ years that is current and never been late. The account number that was turned over to ERC is different than out active acct. We have called Directv multiple times and they will not give information on the collections acct because we do not know the pin number. Hello! why would we know the pin number to an acct that we didn't open. We have filed fraud paper work with Directv and still do not have a resolution. I have also had a credit report pulled on my husband's SS# and I don't see anything suspicious and absolutely nothing that is in collections. I believe Directv has somehow attached my husbands name to an acct that is not ours but we can't talk to an actual person in their fraud department. Directv customer service makes a note each time but says they can't get through either. I did find out from the collection company that address for the Directv service is different from our address of 35 years.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 9, 2022/08/23) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns. The consumer indicated they were satisfied.
  
  
  Consumer Response /* (2000, 11, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/02/2022

  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.

  My name is ************ att account #********* I spoke with a representative at Att/DIRECTV around 7/14 regarding a issue I had with the company I was assured that the issue would be reslove and I would receive a credit of $477.13 and the existing arrangement that was setup would be canceled since nothing would be due. I wake up
  This morning and services are disconnected and the balance of &477.13 is back on the account I am requesting that I be issued the credit I was promised and services to be restored I have been on the phone with Att since 9am and here is is 12pm Att is a complete nightmare it's always a ring around the roses when trying to get a issue resloed
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/05) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I tried to call the number back and left voicemail but nothing was returned. The representative did call back and restore ******* and setup payment arrangement for 8/9/22 but there was no adjustments made on the account if not for anything should have been for the inconvenience and the inconsistency of the agents
  
  
  Business Response /* (4000, 9, 2022/08/09) */
  DIRECTV Office of the President received a consumer rebuttal notice. The notice contained no information that required further review. As such, DIRECTV's position remains unchanged. DIRECTV does not issue compensation for inconveniences.

• Initial Complaint

  Date:08/01/2022

  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.

  Attempting to obtain tv services through Direct TV at a residence. I had did all the work to create the account with a customer service representative and they scheduled my install. 24 hours ,prior to my install I received a text message stating that my appointment was cancelled. They provided no reason for the cancelation. After being transfered on the phone multiple times, I was able to speak with someone, who said I had to re do my account and reschedule the appointment. The appointment was scheduled for July 15, 2022 between 8AM and Noon. My original appointment was for July 8, 2022. The technician on 7/15 showed up about 2PM, 2 hours after the schduled end time. He was unable to complete the install, due to equipment (his) failure and no pole to mount the dish. I ended up going to home depot and buying a pole, that is when his equipment failed. The next appointment was for the following Friday, July 29. Noon to 4 was the scheduled time. No technician ever arrived, when I called they said the technician was on site. The supervisor never called me back. On 7/30, I received a text message stating the techincian would arrive between 8 and Noon, I never agreed to this appointment, but did not matter, no one ever showed up.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 8, 2022/08/18) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns.

• Initial Complaint

  Date:08/01/2022

  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 can wait on hold get transferred around and NEVER can get anyone to help me get my iphone direct tv app work in technical support. I have now been on hold for 2 hours waiting to speak to a supervisor and have talked to. ****** ID : ******* ****** billing ID# ****** billing, ******** ID ****** Houston. Now *************** supervisor in Loyalty. He's been trying to get me to app dept and still holding over 2 hours.
  
  This same issue happened to me 2 years ago and I had to speak to office of the president to finally get it resolved. Why does it have to be this difficult?
  
  My husband, me or my daughter can not use our Ipad or phones to see our dvr list and/ or view our DVR. We pay for this service and we don't get it.
  
  Also, My at & t plan I upgraded to the new plan and was told I would have a lower price for my 4 lines from $160 a month once changed over and it went up to over $174 a month? I don't understand and now I am with a new plan. I would like that explained to me as well.
  
  I have been with AT & T for over 18 years and expect more for my loyalty and would like some compensation for this and also would like someone to fix the bugs in my phone.
  
  I was NOW disconnected after waiting over 2 1/2 hours on the phone and a supervisor ****** said he'd be transferring me and my problem never got fixed?!? Please have someone call me asap to get my 2 issues resolved. I am beyond frustrated! *****************
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/08/26) */
  DIRECTV is continuing to work to address this consumer's concern and will provide a final resolution when available.

• Initial Complaint

  Date:08/01/2022

  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 have been an out-of-contract DirecTV customer for years and have made clear to frequent telemarketers that I am uninterested in ANY upgrades because they automatically result in contract.
  
  In January 2021, I called DirecTV to cancel service, citing a new wall television and unwillingness to pay $99 for line relocation. DirecTV wanted to send wireless equipment, but I refused due to not wanting a contract and again tried to cancel. Customer retention ultimately agreed to send a tech to relocate the hookup AT NO CHARGE, citing that I had the protection plan.
  
  The tech arrived WITH A SALESMAN, and both immediately tried to get me to accept the wireless receiver rather than hookup relocation. I again refused, citing firmly NO CONTRACT. The tech insisted an old-fashioned relocation would take much longer and pleaded that I accept the wireless receiver. I again refused. He then called his supervisor and explained the impasse. The supervisor allegedly authorized the wireless receiver at no charge and with NO CONTRACT REQUIREMENT. I was told I was "grandfathered." The tech asked me to sign papers acknowledging I was satisfied with the visit. I questioned whether the seven pages of seven-point type contained any words about a contract and was told absolutely not. I then asked the tech if he wanted to sit and wait while I read every page. He told me he was already far behind schedule, and I had his word on the NO CONTRACT, so I signed the papers and told him I would place a call in a few days to confirm lack of contract.
  
  When I did so, I was told I had accepted an upgrade and a new contract and nothing could be done. Frequently promised return calls never came, but I persisted and ultimately was once again told I was no longer in contract.
  
  Due to a price hike, I recently tried to cancel, however, and was told I was under contract and would incur a termination fee. Lack of WRITTEN evidence I was NOT under contract was cited, and no one is willing to pull call recordings.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/03) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns. The consumer indicated they were satisfied.

• Initial Complaint

  Date:08/01/2022

  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.

  My bill keeps going up 10 or 20 dollars a month and my dued date keeps changing also so when I try to make an arrangement it be late and they can't push it to the end of the month when I get paid they doing it on purpose and bill keeps going up and when my promotion runs out they always got an excuse no promotion just keep calling back yet I see all this TV ads for new services you mean none for people been with you guys for like forever I don't get paid till end of the month that's why I move my dued date to the end I made my payment on 30 I could of made arrangement that day but they said my due date was on 6th
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 14, 2022/08/08) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns. The consumer indicated they were satisfied.

• Initial Complaint

  Date:07/30/2022

  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 have been having MULTIPLE issues with my *******, and finally called Direct TV, stating that if they can't get it fixed I would be going to ******** The girl got upset at me and ***** so I hung up! SHE decided ON HER OWN to disconnect my *******. I called back and got a different representative, who was just as rude, so asked for her supervisor. He said he was **** and sounded ******** He stated that I was on a "pending disconnect", which I knew I did not ask for! He hung up on me. I called back and the next rep ******** was nicer, but did not know anything, so asked for her representative. He assured me that I was taken off of the pending disconnect. He transferred me back to her for any further questions??? I told her that I was not going to pay a reconnect fee, installation fee, or start a NEW contract (I have been with them since ***** and she assured me that it was all just continuing from the same as before. Then I got an e-mail, welcoming me to ***** It included a new bill, which ******* and my free promotions were now being charged for. I today, received empty boxes from Direct TV to send my ***** back and threatened me that they were going to charge me for two boxes ***** each) if I do not. I only have one! I then called the first representative today, who assures me to ignore the empty boxes, not mentioning the charges charged and stated that I would be starting a NEW contract, then when I was not in agreement, transferred me to the loyalty department who agreed with me, found I was NOT in pending disconnect, but everything was fine, except a charge I was being charged for a FREE ******* that I was supposed to be getting FREE. He promised me ***** and went to put it in his system, and his system "went down". He then transferred me to another loyalty rep to give that to me ********** who hung up on me because I "was i pending disconnect". I called back and got ***** ******** who stated I "WAS ************** while I an sitting watching my TV. ???????????

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/25) */
  The DIRECTV Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. 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 consumer's concerns.