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

  3623 Sentinel Heights LaFayette, NY 13084

• 

  Directv Inc

  8 North St Atlasburg, PA 15004

• 

  DirecTV, LLC

  PO Box 11732 Newark, NJ 07101-4732

• 

  DirecTV, LLC

  PO Box 6550 Somerset, NJ 08854

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:07/28/2022

  Type:Customer Service 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.

  I was surprised to receive a bill from a collection company, Credence "Excellence Beyond Belief," since I had canceled my TV service over six months ago. I set up the DirectTV through the AT&T store on Campbell Lane here in Bowling Green. They claim I owe $624.73. I immediately called DirectTV at the number listed on their site and after the usual automated system stall, I was able to talk to *******. ******* told me I need to call a different number which turned out to no longer be in service. After researching I found another number for an automated system that lead to *****. ***** told me I didn't have a DirectTV account and that this was probably a scam; I should ignore the letter, but she refused to put that in an email. So, I called back and talked to ******* after going through the automated system still again. ******* said I did have an account and owed $624.73, $95.40 for the return of equipment, fair as I still have the equipment, $200 early termination fee, I was told $125 when I canceled and two months service that included an upgrade. I found the upgrade particularly odd as I didn't upgrade my service, I canceled it. I also found it odd that I didn't receive any bill or service past infomercials after I cancelled. I have no problem returning the equipment for the $95.40 credit. I am agreeable to the termination fee as I knew there was probably going to be one, but maintain that I was misled by the employee I talked to regarding the amount. As fore as paying for an upgraded service I had canceled, and didn't have, I have a problem with. I am requesting my bill be adjusted appropriately.*****
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/08/10) */
  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 /* (2000, 7, 2022/08/17) */
  The complaint has been resolved.
  *****

• Initial Complaint

  Date:07/28/2022

  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.

  Two years ago I cancelled my Direct TV cable services and returned my cable box and remote control. I was told by a representative that I would no longer be billed for the service and would only be receiving WIFI services. On July 8th 2022 I reach back out to customer service to cancel my WIFI services as they were becoming too expensive for me to afford. The representative on the phone let me know that I was being billed for Cable and WIFI and that although I wasn't recieving cable services I was being billed for it on my account ( since 2020). The representative told me that they would be able to refund me an amount of 1,700 dollars for the wrongful billing of cable services in addition to 115 for WIFI services. I was told I was going to receive a check in the mail after 2 billing cycles. I have been calling customer service since this dispute only to be told that they will no longer give me a refund of 1,700 and the customer service representatives continue to transfer me through departments with no further explanation of why they will not give me a refund or what the status of my claim is. I have been on the phone with customer service for several hours for several weeks trying to get information about the cable charges they charged to my account without my consent. I would like a refund of $1,700 for the money unlawfully charged to my account. I will also be filing a claim with my bank, Bank of America and be in contact with my attorney about further steps to try to obtain my money back.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/09) */
  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:07/28/2022

  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.

  I was charged for a box I returned after I returned it. Then they raised my bill to almost $188 a month when I had been paying $125 a month. I called to get help lowering it and they hung up on me. Then they left me a vm saying they were disconnecting my service and could not lower my bill. I have the voice mail. I never gave full consent or a date to cut off my service after being a customer since 2008. Billing said they would not help me with my bill either. Why cut off someone's service who is a paying long time customer instead of trying to work with them. Also I have never upgraded my service recently and I have asked them to fix the pile of cords and they refused. They were going to send a request to the back office to see about stacking my discounts like they had done in the past and instead I got disconnected. So I guess they don't want me as a customer.
  

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/07/29) */
  The DIRECTV Office of the President spoke with the consumer on July 29, 2022, regarding a notice received from the Better Business Bureau. The specialist explained the price increased due to a ****** discount expiring. We also explained DIRECTV has established pricing for all services and programming. Our price and programming are subject to change in accordance with the DIRECTV Residential Customer Agreement. Discounts may be available for qualifying customers; however, they are temporary and should not be considered a change to the programming price. Furthermore, DIRECTV is unable to offer them on a continuous basis. While DIRECTV is happy to provide discounts for our valued customers when they are available, all customers should expect to pay the full price for the services they have selected. The consumer was charged for a Non-Return Fee of ******* on 07/20/22 and we explained this fee will be reversed systemically once our system confirmed it was received. We offered to schedule a repair to fix the cords, but the consumer declined at this time. The consumer ended the call. The consumer stated they were not satisfied.
  
  
  Consumer Response /* (3000, 7, 2022/07/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Whomever called me did not listen to me and just talked over me and offered me *** off. I was offered a valid *** promo prior to her call and the rep couldn't get it to stack like before. She was going to ask the back office to apply it. I had to get bsck to work. I called back and then the 2nd rep set my account to disconnect. The corporate rep who called in response to my complaint offered a lower discount then the valid one. She did not want to try to work with me to get my bill down and kept saying did I want the *** or to cancel. She would listen so I gave up and ended the call. For example is it cheaper to have mini ****** instead of full DVR boxes? Or will my bill go down if I remove a box? Can I change my plan and still keep sports channels to get it cheaper? I am guessing she can stack the *** discount on top of the *** life discount I have if she can stack $25. I do not know why was she was not interested in working with a customer from 2008 to try and get their bill down.
  
  
  Business Response /* (4000, 12, 2022/08/02) */
  The DIRECTV Office of the President spoke with the consumer on August 2, 2022, regarding a notice received from the Better Business Bureau. The specialist explained a free promotional offer for the NFL SUNDAY TICKET could not be extended. The specialist agreed to add a 12-month promotional discount. The consumer accepted the offered promotion but indicated they were not completely satisfied.
  
  
  Consumer Response /* (2000, 14, 2022/08/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/28/2022

  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.

  There is a collections account on my credit report for direct TV. I do not recall ever having direct TV. I need paperwork showing when the account was opened and when it was closed. If you are unable to provide this, please send me correspondence showing me that you are unable to confirm this so that I can have the collection removed
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/05) */
  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 07/30 and 08/02 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:07/28/2022

  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.

  Twenty-four days ago one (of two) of our DirecTV boxes went out and my husband called customer service; he was promised a tech out the next day. No call no show. He and I have called repeatedly and our issue has been "escalated" and appointments with techs made by DirecTV -- all no call no show. Finally we got an appointment set in stone, they said, and the promise a manager would call us within two days. No call. Today, July 28, we were scheduled for that guaranteed appointment, within the range 8am and noon. Again, no call no show -- for this, the third scheduled appointment! At 12:30pm my husband called and they said the appointment was actually scheduled noon-4. At 4:30 they called him but hung up after few rings, before he could answer. He called back and they told him there was no tech in our area (something we have heard repeatedly as they take money from our area just fine!). They said they were "working on getting us another appointment."
  
  Repeatedly we've been told they have their team "working on" getting us an appointment. Since when does it take a team to schedule ONE tech to replace and reset ONE DirecTV box?
  
  My name is secondary on the account, and my phone number is on the account.
  Primary is my husband: ********************* (different phone ending in ****).
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/08/02) */
  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, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  DirecTV did NOT contact me at all, and I filed the complaint.
  Thus DTV did NOT "communicate with the consumer." Further DTV could NOT "share the details of the resolution" since there was NO resolution to which we, consumerS, had agreed!
  Apparently DTV did call my husband, info not relayed to me until today, and said there would be a credit of SEVEN DOLLARS -- for service not provided for 28 days (by the time of the actual tech visit); he said that was not acceptable, NO. In looking at our bill, one box representing half the bill, and our getting service one tenth of a month (3/31)), our bill for that period of service should be seven dollars, and $64.40 should be the REFUND amount.
  Further -- NO CONTACT information was provided to either of us for "additional questions, requests, and/or correspondence". We DO need this contact information!
  My husband received an email from DTV, but it is a no-reply email!
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  The DIRECTV Office of the President contacted the consumer regarding a rebuttal notice received from the Better Business Bureau. DIRECTV communicated with the consumer and discussed their concerns.
  
  
  Consumer Response /* (4200, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Speaking with us and discussing our concerns did nothing to alleviate those concerns. Talking doesn't mean solving, and "Office of the President" solved nothing. He offered us a $7 refund as that is the charge for the second box when you already have *******. Presumption of ******* is built in to that dollar value. In fact, we did not GET that ******* for a month. And therefore we feel that a larger amount, much closer to half the full bill, is reasonable refund for ******* not provided.