The President/CEO
Direct TV Inc.
P.O. Box 6550
Greenwood Village, CO 80155-6550


Dear Sir,

I feel I have to write you directly to let you know the frustration I am experiencing
with your customer service department. I used to be a Time Warner subscriber. I switched to Direct TV when my 92 year old mother decided to come to spend a month
with me next month ( September) in Dallas, Texas . Since Direct TV is the only cable which carries the TFC Filipino channel, I decided to do it so she can continue watching her favorite channel at TFC.

My cable was installed last July and these were my frustrations:
The quote I was given was not the plan promised to me. I was offered preferred CHOICE and I found out later that it is different from CHOICE which has all the channels that I checked from your website. Preferred CHOICE when offered to me gave me the impression that it was the same as CHOICE only called preferred because it comes with the TFC channels. The next day I realized that I was missing Fox News cable, my favorite.

When I called customer service and complained about the misleading term CHOICE.. they blamed me and told me that I should know what I was signing for . I ended up increasing my monthly bill to $20.00 more. I wish I have known that and I would have used my discount flyer from the mail. I also have used my friend as a referral but the credit was also not reflecting on my bill..What happened to the referral credit of $100 ($10. every month)? Did they fail to process it too?

I sent so many complaints to customer service, but I did not get anywhere. Please see attached copies of my complaints.

The worst part happened today after I checked by bill on the website and found out that my bill for September went up again to $142.85. I questioned customer service and after talking to 3 people, I finally learned that since my plan was changed from preferred CHOICE to even a higher CHOICE plan, DIRECTV discontinued the 3 months free HBO/Showtime being offered to new customers that is why I am being charged now an additional $36.00 plus tax. Does that make sense? It was your mistake to give me all this misleading information when I first subscribed and now I ended up with higher monthly payment and losing the 3 months free offer of HBO/showtime.

Your customer service people will just say anything to you when you complained just to get rid of you on the phone. That is why I ended up talking to three people today because their excuses did not make sense. One said you are paying more because the $36.00 discount happened to not been included in this billing cycle. How is that ? I told him I am paying my bill for this month, why will that not reflect the $36.00 free discount? The customer service responded to me” Just deduct the amount and it should reflect next time’. It did not make sense… so I called again… this third one told me that I no longer qualify for the discount that is why I am being billed.

Very frustrating. I did the cable change for my 92 year old mother and I never thought that my experience with your company is unbelievable…
Since talking to customer service is like talking to someone who does not really care about you… sending email is not any better as shown on the copies I attached. Thank you for your time reading my letter.. and I hope you can correct the mistakes done to me .