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DirecTV Corporate Office

DirecTV Corporate Office Address

DirecTV
2230 E Imperial Hwy
El Segundo, CA 90245

Contact DirecTV

Phone Number: (310) 535-5000
Fax Number: (310) 535-5225
Website: http://www.directv.com
Email: Email DirecTV

Executives

CEO: Michael D. White
CFO: Patrick T. Doyle
COO: Larry D. Hunter

DirecTV History

DirecTV is a satellite television provider founded in 1994.

In 1998, DirecTV acquired United States Satellite Broadcasting (USSB).  The following year, Primestar was acquired.

In 2004, DirecTV stopped servicing the Mexican market and in 2007, stopped servicing Brazil.

In 2006, DirecTV sold off the last of its non-core business entities and began to focus solely on satellite TV service.

In 2007, 100 HD channels were added.

In 2010, Sirius XM channels were replaced with Sonic Tap.

DirecTV has had numerous channel disputes in recent years including dropping Versus (now NBC Sports) in 2009, G4 in 2010 and a Viacom dispute in 2012 which was successfully resolved.

DirecTV currently services nearly 20 million users worldwide.  The DirecTV corporate office is located in El Segundo, California.

{ 346 comments… read them below or add one }

Maria Figueroa February 6, 2016 at 8:06 pm

I sent in a final payment for poor customer support and services and had an agreement with the employee to make a one payment for $100 and them to latter pay the rest since I’m retired and cannot afford to pay it all. Got a letter form my bank that my account was overcharged an additional $149.20 without my permission and or consent. Spoke to Linett and then Supervisor Victor after an almost an hour wait, Victor said that this is how is done and they can brake any promise at any time because they just don’t care for their customers and will not return the over drafted payment.
Now, I will have to call the BBB and file a complain for fraud for doing all of this without my permission and consent.
I’m glad I cancelled service with this selfish people and will never recommend to anyone.

Please stay away from this selfish company!

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D. Pooler February 4, 2016 at 9:32 am

Back in October 2015 Direct Tv called me one evening and offered a promotion. “We appreciate you as a long term customer and we like to give you 30 days of free Showtime. I said, “What’s the catch?”( why did that statement suddenly come out of my mouth).She said, “There’s an early cancellation fee and you’ll be charged for anytime after the grace period.” On the 30th day I called customer service to cancel Showtime. The CSR offered a deal of Showtime for $6.00 a month for 6 months, but I’m on a fixed income and can’t afford it. Since then they’ve been charging me for the “free” Showtime. I called and was told that the only note on my acct. is that promotions called me but didn’t indicate the offer. “Exactly, you called me!” I was told that my acct would be credited and removed from my Verizon bill (I bundle to save money). It’s been 3 months and it continues to appear on my bill. Since the merger with AT&T you customer service has taken a nose dive. Why do you abuse your customers with such lies. I’ve contacted the state Consumer affairs dept. and are in the process of filing a complaint which will be investigated. I continue to refuse to pay the refuted amt. Clean up your act so you can keep the good customers you’ve had all these years. God is not mocked. Whatever a man sowth so shall he reap. I’ve noted a lot of complaints from people and that’s a red flag. I hope that Randal Stephenson reads these customer comments and takes them to heart. I’ll be back to follow up on the complaint process and any response I receive.

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Jodi January 28, 2016 at 9:32 am

I was a Primestar customer loved the service and product. I NEVER had an issue. Now that AT & T and Directv have become one, BIG TIME ISSUES!! All my payments, 3 so far, that I mail to Directv, AT & T is cashing them and posting to my AT & T account. I have talked to 5 different Directv supervisors and 3 different agents from AT &T. The money was to be transferred from AT & T to Directv on January 15, 2016. It was actually credited back to my AT & T account. Directv has turned off my service and will not turn it back on unless I give them more money. My account is paid in full. It is NOT my fault that AT & T / Directv hire incompetent people to handle their account receivables. Goodbye AT & T and Directv !! Hello COMCAST!!

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Ken January 20, 2016 at 10:56 am

Account No. 8633133 – Cancel me out and don’t even THINK of uttering the word “contract” or I’ll have your sorry asses in court so fast you won’t believe it! I had a contract with DirecTV, NOT with sorry ass AT&T! Everything went great until you boneheads took over, then jacked my bill up sky high! You can kiss my money and my account goodbye effective immediately and there will be NO CHANCE of you regaining me as a customer. NOT A CHANCE!! I warned you, but you did nothing. Now, I’m doing something I should’ve done when you first took over, I’m gone! See ya! Cancel me now! Buh-bye!

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James Ciccolo January 18, 2016 at 5:02 pm

I have called repeatedly to handle a repair issue. I have been hung up on, left on the line, and essentially told I was wrong, and there would be a charge for a visit to fix the dvr.
I pay for the protection I have, and I am good and tired of the run-around and the lack of care. This company is a nightmare. Now that it is AT&T owned, it has lowered its standards to the poor standards of AT&T. How sad that they spend so much money on the advertising, and so little on customer satisfaction and retention. I suppose I should not be surprised. I am not expecting any kind of action or resolution to any of the issues plaguing my system.

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Linda January 11, 2016 at 10:46 am

DO NOT PAY DIRECT TV/AT&T FOR BAD SERVICE……
DO RETURN EQUIPTMENT TELL THEM TO GO TO HELL…..
Won’t remove satellite dish from roof….. Kenneth from Executive Offices, just keeps repeating the same rehearsed answers, over and over… Now that they are AT&T they are the slime of the earth… DO NOT do business with company, go elsewhere….
SAVE YOURSELF THE AGRAVATION.

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Michelle Williams January 7, 2016 at 10:02 am

I AM ABSOLUTELY LIVID!!!!!!!! Direct TV has come out to my house, installed a satellite dish on top of my roof and I don’t even have a Direct TV account. When contacted they tell me they will not come out and remove it because they don’t do that. They then go on to tell me that I need to find out which neighbor had it installed and they can request it be removed. I’m like WTH! So what happens if they don’t want to have it removed from MY house? I’m sure your installers had an address for installation so why would they install it on someone else’s house without permission? For better reception maybe? You make a mistake on installation now you refuse to correct it. Now somehow it’s my problem on how I’m going to have a satellite dish removed from my house. They even had the nerve to tell me that I can call a recycling company or my local authorities. Unbelievable! I am so pissed my blood is boiling! I will definitely be contacting the BBB and anyone else that will listen. This is absolutely unacceptable!

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James Smith January 5, 2016 at 7:44 pm

HORRIBLE Customer Service. After being on hold for 45 mins and calling back we were unfortunately assigned to Tim in St Louis Missouri. He asked why we were leaving and i told him that our direct tv had gone out and we were told it would take 8 days to fix. One of your competitors, Time Warner, said they could have us back up in less than 48 hours. As I tried to explain that I couldn’t name my “favorite restaurant” and after trying 5 different – 4 digit numbers, to try my wife’s uncommon name, he still refused to help us. He continuously spoke over us and made it easy to decide to leAve Direct TV. It’s customer service like this that makes your customers leave and tell everyone they know not to purchase your product. Tim in St. Louis needs some retraining.

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debra sapp January 2, 2016 at 1:44 pm

It has taken me 3 months of calling, live chatting, and attempts at e-mailing to resolve issues with my television experience. Finally, today, speaking with Cindy in Montana customer service resolution I have hopes at getting what I want. At the very least this has been a trying journey. Call after call I have gotten mis-information without a resolution to the ongoing problems with my service. Cindy may have solved these problems for me, time will tell when I get this device to add to my receiver. Three months is entirely too long a time for such a simple resolution. It seems some more training is needed for your customer reps. Isn’t the customer satisfaction a priority at Directv? I applaud Cindy for her knowledge of Directv equipment and customer relations. She is to be commended because without her my relationship with Directv would have ended today. And it would have ended on a very sour note.

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Tanitia Jones January 1, 2016 at 3:05 pm

I have only been a customer for a short period of time. I have contacted the offices regarding the poor service that i am receiving from Directv. My television changes channels extremely slow ( sometimes taking up to several minutes before the channel changes), If you change the channel , you may get a black screen and then no signal, resetting the box takes forever. I reset the box at least twice a day. Which inconveniences the rest of my household as it resets their boxes as well. When I contacted customer service, i was told that they are aware of these problems, they have been ongoing since they upgraded in October and they are asking for my patience.
We are not friends, this is a business arrangement with a contractual agreement. I pay you for a service. A service. mind you, that you are not providing. I asked to be let out of my contract and was told no. I asked what kind of compensation would i receive for my inconvenience, i was told none. i was asked to be patient. If this problem has been ongoing since October 2015. How patient do you expect your customers to be? Are you going to exhibit that same patience if i cannot pay my bill. i think not. you expected to be paid for the service you provided and I expect to get the service that i am paying for. As such, I would like to be let out of my contract to pursue a service that not only works but values their customers.

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Michael R. December 30, 2015 at 11:08 am

You guys shut off my services on christmas eve @10 pm..when I had a extention to pay my bill on dec. 30.. I have the confirmation email. I called and they said there was nothing they could do.on the phone with you liars for 50 minutes on xmas eve telling you that I spoke to a guy on the 18th and put in the computer that I would be extended to the 30 th..someone from corporate needs to call me asap..I will send u confirmation..this is unprofessional.. and you guys are liars..very unhappy with service.

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Ben December 29, 2015 at 1:42 pm

Had direct tv for 15 years. Their customer service is poor. Not helpful. Don’t care about their service . Wants pament for service that is sub par. White outs, very frequent, searching for satellite frequent in the middle of shows. DOES NOT UPGRADE THEIR SYSTEM EVEN IF THE TECHNOLOGY IS OUTDATED WITHOUT CHARGES.Trouble shoot is their answer for over a year. Cannot get to any senior executive to resolve problems. Hope AT&T can right the ship or it is going to sink with that kind of attitude. Going to drop their service. A word of advise: Keep your customers happy and your business will do well. Don’t show any care and your business will drop. Will never recommend direct tv. Hope you listen to what your customers are saying.

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Jessica Tyler December 28, 2015 at 5:06 pm

I am writing to you to dispute the early termination charges that DirecTV is charging me. I implore you to help me with this issue.

I understand the nature of early termination charges, and have paid them before when they are justly levied. However, I have not had properly working DirecTV service since installation and am canceling because your product does not work in my household. You cannot fix the issue. Therefore I choose to terminate. Simple? Very, unless you charge me to terminate!

Although I have $360+ to pay the charges, I refuse to pay that out of principle. Since my DirecTV was installed in June 2015, it hasn’t worked properly. I’ve had your technicians out here as well as those of Verizon’s and each blames the other.

I am horrified that you are charging me even though you did not provide full service to me. If I paid the early termination charges, it would be rewarding you for bad business practices.

I look forward to this issue being resolved swiftly.

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Sara December 27, 2015 at 10:05 pm

I signed up with directv dec 7, WORST DECISION EVER! Its now dec 27 and i already want to cancel my account i haven had the service for a month and out of the few weeks i have had it ive only been able to watch my tv for a week!!!! Ive had several techs come to my home one of them told me the guy that installed it messed up so he couldnt fix it!!!!!!!! And when i called and told 3 different people i wanted to cancel they could care less!!! And treated me as if i was wasting their time. I would not recommend this company to anyone!!!!

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cathy December 28, 2015 at 4:31 pm

WATCH OUT OR YOU’LL BE BLAMED FOR THE INSTALLATION TOO!! DIRECTV SUCKS …. I HAVE BEEN A CUSTOMER PAYING ON TIME FOR 20YRS AND THEY INSTALLED A DISH WHICH HAS CAUSED WATER DAMAGED AND DENIED THE CLAIM DUE TO THERE INSTALLATION WAS WRONGLY INSTALLED AN THEY BLAME US THE CUSTOMER …. WHAT KIND OF CRAP IS THIS!!!!! IM A VICTIM OF DIRECTV SUB CONTRACTOR INSTALLING A DISH ON MY FLAT ROOF THAT HAS LEAKED AND CREATED WATER DAMAGE TO MY PORCH AND THIS COMPANY TOLD ME IF MY FAULT THEY DENIED THE CLAIM

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Jackie Bradden December 25, 2015 at 10:29 am

TV HAS BEEN DOWN FOR TWO WEEKS i HAVE PAID MY BILL 137 DOLLARS AND STILL NO SERVICE HAVE MADE THREE APPOINTMENT WHICH NONE HAVE COME OUT TO SEE ABOUT THIS ISSUE I AM A SENIOR WITH NOTHING TO DO BUT LOOK AT TV,SO THEY HAVE MADE SO MANY PROMISES TO FIX BUT NONE HAVE NOT DONE ANYTHING EVERY TIME I CALL THEY CHANGE THE DATE FIRST DEC. 17,SECOND TIME WAS FOR DEC. 21 TIME THREE WAS DEC.25 I KNEW IT WAS CHRISTMAS DAY BUT THE GUY WAS SURE IT WAS TO HAPPEN. I AM ALL MOST SURE I WILL BE LOOKING FOR ANOTHER CABLE COMPANY I THOUGHT DIRECT WAS GOOD GUESS I WAS FOOLED JACKIE BRADDEN 817275XXXX

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Tina morgan December 21, 2015 at 5:02 am

I need someone from the corporate office to contact me immediately!!!!!! Directv took over $600.00 from my banking institution without my permission. I have witnesses to them being apologetic and promising me to return the money into my account plus all these free tv for so long, gift cards………etc. This has been going on since last Summer. They have not carried through with any of this. They are still trying to bill me for a service I do not have. I am so fed up with the lies they keep trying to feed me. MY NEXT STEP WILL BE AN ATTORNEY!!!!!!!!! I just pulled my bank statement up and see that they took more money from my account. HOW IN THE WORLD CAN THIS HAPPEN????? I AM A SINGLE MOTHER JUST TRYING TO MAKE ENDS MEET. I FEEL LIKE DIRECTV HAS STOLEN FROM ME AND OMG CONSTANT LIES………I NEED THIS STRAIGHTENED OUT TODAY WITH A PHONE CALL ……NO EMAILS OR PASSING ME AROUND LIKE YOU HAVE BEEN. I PROMISE YOU I HAVE SPOKEN WITH AN ATTORNEY AND YOU GUYS CAN GET THIS STRAIGHT OR MY LAW FIRM CAN………BUT THIS IS MY LAST ATTEMPT TO TRY TO GET YOU TO GET SOME ACT RIGHT. I KNOW ALOT MORE SOON TO BE EX-CUSTOMERS OF DIRECTV AND ALSO KNOW DIRECTV IS GOING THROUGH LAWSUITS RIGHT NOW!!!!!!! 256-463-XXXX…………TINA MORGAN

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Jim Blankley December 18, 2015 at 1:52 pm

I called a few weeks ago with technical issue. That issue was immediately solved. Then that same issue came up 2 weeks later. I called yesterday for tech support and went through the typical startup. It did not work. So I was then told that they could not send a service person for 9 days. I complained to numerous people and felt I was being passed around. I was told twice that they were sure someone would come next day or 2. Then was told again that it would be the 9 days as originally scheduled. I complained and said not good enough. I had just upgraded and renewed for 2 yrs. No help. I then told them that I wanted to cancel. They said $460. Absurd!!! I said what if I just went to lowest amt and that was $20/mo for 24 mos. End result is that I went to Dish for $45 a month less for more updated equipment and channels and guess what, they are installing tomorrow. Directv has no customer service conscience and they will never take into acct your loyalty. I would run from them if there are other options.

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Dason Lawrence December 17, 2015 at 6:17 pm

My mother Carole Lawrence
Had Direc TV when we lived in Wyoming and we was having are roof fix and had the Direc TV dish disconnected in July of 2015 and was moving at the same time so she was going to have it reconnected at the new house. but Direc TV told her it would cost her $500.00 to reconnect ! Direc TV say one free move do not believe them and now she still being bill for the old house and it December 2015. She has called every month about it and Direc TV just give her the run around. So don’t go with Direc TV

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Robert December 17, 2015 at 3:23 pm

I opened up the following BBB case against you people and you were unbending. Clearly customer service and ethics are not a concern of yours. With that in mind I got my money back that you refused to refund me and your fraud has been foiled. So please pass this email onto the arrogant pawn that replied to my BBB complaint and let him know YOU LOST!

COMPLAINT ACTIVITY REPORT Case # 451239 BBB of Los Angeles and Silicon Valley

Consumer Info: Simmons, Robert Business Info: DirecTV, Inc.

Bethel, CT 06801
– 203 482-XXXX 800 531-XXXX

Location Involved: (Same as above)

Consumer’s Original Complaint :
When a company LURES people by making claims of service I EXPECT THEM TO HONOR THOSE claims. DirecTV makes the claim in BIG BOLD letters on their webpage for NFL Sunday Ticket that ALL LIVE SUNDAY games are available to their subscribers. I made my purchase based on those HUGE LETTERS AND WORDS on their website and NO WHERE does it say EXCEPT OR IF. I wanted to stream the Colts vs. Broncos game yesterday and it was NOT available. When calling their customer NON-service department they try to pass the blame off on me that this EXCEPT clause is in their terms and conditions. WHY DON’T THEY PUT THIS EXCEPT CLAUSE ON THE FRONT OF THEIR WEBPAGE?? I want to cancel my membership and I want a refund because I expected to recieve the service on their webpage and now I am FURIOUS that they are trying to steal my money and keep it by saying it is my fault because I did not read the Terms and Conditions. They need to put this EXCEPT clause on their front page of their website because this is CLEARLY and EFFORT TO TRICK AND DECEIVE. I AM SICK OF THESE COMPANIES that are just CROOKS WITH A LICENSE TO CHEAT, DEFRAUD and STEAL!

Consumer’s Desired Resolution:
DesiredSettlementID: RefundI want my refund of $101.00

BBB Processing

11/09/2015 web BBB Case Received by BBB
11/10/2015 Otto BBB Case Reviewed by BBB
11/10/2015 VA EMAIL Send Acknowledgement to Consumer
11/10/2015 Otto EMAIL Notify Business of Dispute
11/13/2015 WEB BBB RECEIVE BUSINESS RESPONSE : We appreciate you taking the time to communicate your concerns. At the bottom of our NFL SUNDAY TICKET Online Streaming page, disclosures are provided regarding the NFLSUNDAYTICKET.TV service. Specifically, customers are advised “NFLSUNDAYTICKET.TV consists of all out-of-market Sunday afternoon regular season NFL games (based on customer’s device location) broadcast on FOX and CBS. However, games broadcast by your local FOX or CBS affiliate will not be available in NFLSUNDAYTICKET.TV.” The November 8, 2015, Denver Broncos at Indianapolis Colts game was broadcast nationally on CBS. As such, it was unavailable on NFLSUNDAYTICKET.TV. While we understand you do not agree, the NFLSUNDAYTICKET.TV subscription fees are non-refundable after the season starts and the service has been provided as advertised.
Respectfully,
Office of the President
DIRECTV Now Part of the AT&T Family
11/13/2015 OttO EMAIL Forward Business response to Consumer
11/13/2015 WEB BBB BBB REVIEWS CONSUMER REBUTTAL TO BUSINESS RESPONSE : (The consumer indicated he/she DID NOT accept the response from the business.)
I am not interested in hearing a bunch of mobsters try to justify their unethical behavior. They are THIEVES and they know it. By proclaiming to everyone with HUGE letters on their home page that “ALL LIVE GAMES ARE AVAILABLE EVERY SUNDAY” and then contradicting themselves on that FALSE claim by hiding them in a sea of verbosity in hard to find places in very small print does not justify their theft. If they do not want to DECIEVE people then they need to change that BOLD FACED LIE DESIGNED TO MISRPEPRESENT AND DECIEVE to NOT ALL LIVE GAMES ARE AVAILABLE EVERY SUNDAY SEE THE TERMS OF AGREEMENT! Who ever reads my response I am telling you now, unless you are here to tell me you will credit my account I do not want to hear anything from you, I despise people like you who are in the business and practice of inventing policies and tactics in order to call your theft honorable. I don’t want to hear another vomited out justifcation for your theft from your vile mouth. You people should be behind bars with all the other vile life.
11/13/2015 VA BBB Bureau Judged Case AJR
11/13/2015 Otto EMAIL Inform Consumer Case Closed Answered
11/13/2015 Otto EMAIL Inform Business – Case ADMINISTRATIVELY CLOSED
11/13/2015 Otto BBB Case ADMINISTRATIVELY CLOSED
12/17/2015 BBB MORE INFO RECEIVED FROM THE CONSUMER : Please let the business know their swindle of my money was not successful. I got my money back and they have been exposed for their FRAUD!

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Jason carter December 17, 2015 at 12:19 pm

I am so mad at what u did by taking money out of my account 400 dollars that a bunch of crap . I did no authorize that transaction none of them .. I called u guys in sept of 2015 and spoke to one of Ur employees over the phone and told him I was laid off and I haven’t found a job yet and apologized for this it has never happened to me before until now .. We all fall on hard times threw are life’s and for u guys to take what u want when ever u think u can isn’t right at all .. I’m struggling to pay what little bills I have left and for u guys to take 400 out of my account with out me knowing is really jacked up .. I will be sending emails to who ever everyday tell I get a response from one of u .. I though customer service was Ur top priorty well go figure that was a bunch of crap .. U will never have me a as a customer again and I will do my best to make it that way for everyone I know .. U are a bunch of thieves ..

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Jason carter December 17, 2015 at 12:47 pm

And I’m really sure u needed that 400 dollars as bad as I did right now and for my bank account to go to a negative is really top of the line from u guys .. I had u guys as my cable provider cause I like Ur services but that is a was now .. I’m am so mad u have no clue .. My kids don’t get a Christmas this year that’s not Ur fault but mine .. But that 400 dollars sure could of helped by Geting them something .. Now I can explain to them not only u don’t get Christmas because I chose the wrong profession the oil field but to the fact that there are greedy people in the world as well .. I’m sure that 400 dollars was going to keep Ur lights on or a Christmas gift to one of Ur loved ones .. Hope it works out for them as it didn’t do for me .. Thanks again directv/ the grinch for the horrible customer services u gave to me and my family ..

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michael eddy December 4, 2015 at 2:31 pm

i hd Directv installed in august of 2014 and the install was done wrong. damage was done to my siding outer wall and wall stud and corner posts in my home. i was told in october of that year that i couldnt get my upgrades unless i agreed to have the dish moved so i agreed only the tech that insisted on moving the equipment didnt remove or offer to fix the damage done. i filed a claim with your company and was denied because this company contracts out work…which your claims ppl say your not responsible for….ummm if u have someone working for you then yes you are responsible for the quality of work done. and dusty sears is a worthless employee that is already costed you 8 customers and counting. now if you do the math…8 bills for 12 months a year….dont ya think it would have been more profitable to fix the damage and keep your customers…i closed 2 accounts myself…this is gonna keep costing your company money cause im gonna keep spreading this story until i get a check for the bid amount to fix my home….michael eddy….636515XXXX

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timothy brown December 2, 2015 at 7:49 am

I was a customer for 5 years. During my four year I was offered a $25 off a month promo for 12 months. After the 12 months my bill went back to normal around $68. I called customer service, they said” my promo ran out.” I asked them to reinstate the $25 off promo for 12 months. They refused to give me the promo cause I already received my promo. I threatened to quit and they send me a return box for the HD receiver. I called customer service to resign up, they offered me the same deals before I threated to quit. Finally, I convinced them to give me a $23 off promo for 12 months. They waived the $20 fee for resigning up. They should have done this offer in the beginning. After a month of service, I received the $68 bill again. I called customer service and she said she put the offer through again.” I logged on to my online account, the bill amount due was the same. I called back an hour later, and they said,” they have no promo offer on this account. “Since I was not getting anywhere with these clowns, I filled out a complaint form online with the BBB and Attorney Generals Office. If you have a problem with Direct TV you complain with BBB then the Attorney Generals Office. If you promised anything from them those calls are reordered. They tried to screw me out of $23 off a month promo for 1 year. Finally I received y $23 off credit for 12 months and A $100 for my problems. I spoke with customer service than their supervisor they basically said” they don’t offer this promo to former customers.” Then I filled out a complaint form online with Office of the Presidents. First woman listened to the recorded phone calls she said” you were never offered this promo.” I had to fill out another complaint online with the Office of Presidents. The second woman said,” you were never offered anything.” I used the form again for the third time. Finally, they admitted their mistake on their end.

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Carol Deutenberg December 1, 2015 at 8:14 pm

I just received an e-mail asking me how I liked my free weekend of HBO & Cinemax…Are you serious? Those movies shown were so old. I’ve already seen them, rented them from Netflix or own them. If you’re going to tempt the general public then show something that they would have to pay to see. That way they can tell if HBO &/or Cinemax would be worth the extra charge. I personally can’t afford anything more because your 12 month discounts have run out and I’m still shopping for a new television, internet and phone bundle. You certainly don’t offer anything to senior citizens and that’s the bracket I fall into now.

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Samuel wilson November 30, 2015 at 7:04 pm

Hello my name is Samuel Wilson and my account number is 23262826. I suspended my account back in September (9/29/2015) to save some money, and was going to turn it back on after the holidays. With that being said I was charged on 11/21/2015 for the amount of $249.81. This of course threw me off for a moment, because I did not know why I was charged when my account was suspended. So I called customer service the following day 11/22/15 and spoke to a representative who told me I had a charge for a return box fee for $134.00. At that point I told her that my account was suspended and I did not need to send my box back because I was still going to use Direct TV. So she took the return box fee off my account and told me that I would be getting a refund. I thanked her for her help and ended the call. I realized that it was not the full amount being refunded and thought that it must have been from previous charges prior to my account being suspended. On Monday when I got to work I checked my account online to see if anything was being refunded. That is when I saw the credit on my account and the charges from the two months that my account was active after I had suspended it. So again I called customer service to see when I would expect my refund back on the card that was charged. To which I was told that it was only credited to my account. I told the representative that my account did not need a credit because it was suspended. That I needed it to be put back on my card. After talking to her and getting the credit that was put towards my account refunded back to my card. I was then told it would take 72 hours for it to process. I agreed and we ended the conversation. I then called the representative who suspended my account in the beginning and told her what the issue was. That is when she noticed that after she suspended my account it was reactivated the next day and a return box fee was added. I asked her to put a note on my account that my account was suspended on 9/29/2015; So when I called customer service again they could see that what they charged me was a mistake. After I hung up the phone with her I called customer service again and spoke with a different representative to which I told him the whole situation with what was going on. He then saw the note and said he was going to credit my account for the amount I was charged “for services not used”. I told him I didn’t need a credit, that I needed it to be put on my card that was charged. I then wanted to speak to his supervisor because I really needed to make sure I was getting the full refund that I was charged. She came on the line and I told her the whole story, in which I’m sure she could see on my account what all was going on. She then told me that it would take 72 hours for my refund to be processed to which I agreed and had no problem with. I go through the rest of the week not worrying about it giving it time to go through. Well today I called because I did not see anything pending on my statement and I had a few bills that are going to come out at the end of the month. That’s when I was told that it would take 5 to 10 business days for me to get my refund. I admit I was irritated, who wouldn’t be? I was charged $249.81 for a mistake on their end, it was nothing that I did wrong. I have to wait close to three weeks to get my money back, that I did not even authorize Direct TV to take. The whole time I have dealt with the customer service department, I have felt like they really didn’t want to help me. That they really didn’t care that they messed up and took a hard workings man money around the holiday season. I did not even get an actual apology from any of the representatives other than the one who suspended my account. I really would not be this upset if it was not for being around the holidays. Working pay check to pay check is hard enough. I don’t know if I’m getting the full refund or just the first part of it. I feel as though I should receive the full refund, as I wanted the account to be suspended for those two months. Seeing that I have been a customer for a little longer than a year and have not had any problems with payments or service before, I would just like this problem resolved. Please help and Thank you.

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A Bailey November 29, 2015 at 11:24 pm

When I called for an help one day they actually offer me to have genie boxes. I was interested simply because they are small boxes. I was not given any extra deal to get it. After we got the boxes where we started having problems. First of all the remotes were so old fashion. My husband hated it. He though that I down graded our plan. Also we noticed that we did not have some of the channels we watched often. On top of that our favorite future You Tube option was not there anymore either. It was gone. All this was too much. I called your customer service asked why and yet nobody explained the reason I was downed graded. On top of that I found out that I was signed a verbal contract to have all this problems. I had no intention of cancelling Direct TV until I found this out. I felt so betrayed after all these years why luck me in a contract.
I am so disturbed by believing your representative. If you think of it that person who works under your management decided to make extra bonus or commission by convincing me to get the genie.
We are a hard working parents with 2 beautiful kids. We don’t drink or eat to take care of our kids and their future. It was so upsetting when you guys emptied my bank account at the middle of my business trip. Thank God for my coworkers who lent me the money so I could survive for a week.
I returned your boxes. I do not mind paying what I owe your company. I refuse to pay any penalty after being your customer for so many years. Please help!

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