In May 2009 I entered into what I was told was a 12 month agreement with DirecTV for television service. When I cancelled my service in September of 2010, I was charged an early cancellation fee of $149.00 and told I was in a 24 month contract. When I complained to the corporate offices that this was a misrepresentation by the installation technician (who told me I would be in a 12 month agreement) they told me I agreed verbally to a 24 month contract and that they sent an e-mail confirming this. I received no such correspondence. This company has the WORST customer service I have ever seen! They are argumentative, rude and accusatory when you confront them on their misrepresentations. BUYER BEWARE! I will NEVER, EVER again subscribe to DirectTV... EVER!

I signed with DirecTV for two years, with one free receiver, and I rented three more. With about five months to go in the contract I called them to ask them to discontinue one of the receivers. The representative told me that the company "might" send me a shipping box to return the receiver in, but since it was an older model, they might not. If a shipping box did not arrive within ten days, I could just throw it away.
That box did not arrive, so I tossed the unit in local trash.
Now a charge appeared on my billing for $45.00 for the receiver. When I called and made all of this clear, the rep (and then the supervisor) told me that since I did not return it to them, I would have to pay the charge. I challenged them to admit that this is tantamount to calling a customer a liar, and although they didn't say it aloud, that's what it is.
I work in customer service, and it is 99.99% true, you NEVER call a customer a liar, you just give in and give them what they insist on. I can't wait to end this business relationship, which is highly soured.

My company was given a special promotion for employees to receive an additional $10 off a package price, called the Workplace Network. I called the number on the handout that I got and told the customer service rep what the promotion was for. The rep placed my order and told me that in order for me to get this discount, my employer has to call and give my account # and verify that I'm an employee of that company. My employer did call for me, gave the info they needed. I called back to customer service, they told me that he called and I got my discount. I payed my handling fee of $21.15 on my credit card and set up a time for install. It's been 2 wks now in my home. When I got my bill, my discount wasn't on it. I called DirecTv about the matter. After 5 different calls and arguements to get this matter straightened out, they tell me that I wasn't qualified to get this discount. I asked the rep why I didn't qualify. The lady said that when I placed the order, I didn't talk to the correct dept. Well I didn't have any idea that I had the wrong dept. I was transferred from customer service to the order dept themselves. It's not my fault, it's their problem that they can't do things right. To cancel it would be $400. The arbitration dept denied my claim due to not having the correct to dept at the time of the order. Therefore they will not honor the discount. As a customer I feel very let down, lied to, misled...you name it. I've heard about so many complaints. As big as this company is you'd think that they would want to satisfy their customers, but I guess that isn't the case. Every time you call customer service you get someone either here in the states or out of the country. There were notes on my account that I know was there, then a week later the notes are all of a sudden gone. How convenient. I live in the country where we have to get satelite tv or use the digital antenna box. Can't get good service with the antenna box. I like the programs. Things like this make a company look very bad. I guess no matter what we try to do we somehow get screwed.


PISSED OFF IN MICHIGAN!!!

Was lied to and told I could get a special monthly price if I agreed to add the DVR service at $7 a month. The rep stated I could call them within 30 days and cancel that and still get to keep the deal with no additional charges. On day 4 of my service I called and was told if I cancelled the DVR service, I would be billed over $100 and have to return the receiver and have it exchanged for a different one. The rep that sold me this package had stated I'd be able to keep the receiver even after cancelling the DVR. Asked to speak to a manager but the manager refused to honor what was originally said and repeatedly tried to talk over me.

I am this after the thirty minute conversation I had with a supervisor’s named Albert. Let me start from the beginning. (Brace yourself, I’m long winded)

My service had been interrupted for lack of payment sometime in June or July. I’m sure I am not the only one struggling in this economy and unfortunately, it was my cable among other things that suffered. My payday was August 13th, and with that check I had planned to pay not only my DirecTV bill but the remainder of my rent which was also passed due. Thank goodness for understanding landlords. When I checked my account balance at the ATM machine before withdrawing the money for my rent, I learned that $678.42 was missing. I later learned that DirecTV had not only recouped the past due amount of about $149.28 that I owed but additional fees and the cost of the DVR still in my possession. Imagine my horror.

While I knew I was up a creek without a paddle, I completely understood why the funds had been removed but needed it back immediately. I needed help! My first call was to the Customer Service Department with DirecTV on Saturday, August 14th approximately 1:42pm. I spoke to a representative who said refunds normally take 30 days but he would connect me to a supervisor. The Supervisor although courteous was also unable to help me so he connected to what I think is called the Financial Department. Finally, I spoke with a very sweet woman and explained my dilemma.

“My rent is past due, please help me”, I begged and she was sympathetic.

She explained that a refund normally takes up to 30 days but she was going to do everything in her power to have it posted in the next 2 business days. If not 2, no more than 7 days she told me. Not what my landlord wanted to hear but not much I could do about it and much better than 30.

After Tuesday, August 17th had passed without a deposit to my bank account, I could see that she wasn’t able to get the refund posted in 2 days but maybe 3 or 4 I hoped. By August 20th (the 5th business day), I called back. Again I started with Customer Service who told me he couldn’t help, but he transferred me to a supervisor who again connected me to a different department; perhaps the Financial Department again. There I spoke with a woman who said, “Yes, I see your request. I will have someone call you back today”. Guess what, no call.

I called back August 21st again starting with Customer Service. This agent told me the normal process is 30 days but, he could escalate my request for a refund which could take up to 8 business days.

“WAIT…eight days from my initial request, or 8 days starting today.”

“Eight days starting today”, he told me.

Noooo! I was beyond upset. I didn’t bother with a supervisor I was so mad I had to hang up immediately before I forgot how my mother raised me.

On August 25th, I called again, just to see if the refund was still being processed. Didn’t want anyone to give me another 8 day story. She told me my refund had not been processed yet and could take up to 8 days.

Okay, so here I am, September 1st; 8 business days later. No rent money!

With my landlord beating down my door rightfully wanting the money I owe, I called the Customer Service number around 4:30pm eastern and immediately asked for a supervisor. He quickly transferred me to Albert. I asked Albert if he should transfer me to a different department since I had spoken to them before about my refund. Albert, employee number 467520 tells me, “You’ve reached the right department.” So I explain the long, sad story.

“My service was turned off, my account was debited, my rent is past due, I was promised a refund, blah, blah, blah…help!”

Albert says, “It could take up to 8 days, plus 5 to 7 more”.

All I saw were visions of the Marshalls throwing my clothes outside. I’m sure if that was the very first phone call I made, I could have handled the news a little better. A little! But this being my 6th call, I simply could not.

“WHAT ARE YOU TALKING ABOUT”, I’m furious and all I want to do is talk to the department who told me they could help but Albert refused. REFUSED!

“Let me talk to your supervisor then”.

“I am the supervisor”, he told me.

While I’m sure Albert is a very important person, something tells me there are quite a few more people above Albert before I reach the president of the company, but no, Albert was standing guard and would NOT let me in to speak with them.

“He doesn’t take calls.” He told me.

I thought to myself, Self…why won’t this man at least transfer me. Why?

Calmly Albert tried to explain that the reason NO ONE ever mentioned 8 days plus 5 to 7 more is because they were wrong. All of them? All 6 other DirecTV employees were wrong? No one is right but Albert.

Fine, if that is the case then let me talk to them. Let that department that gave me this misinformation, clean it up. No…Albert refused.

I request Albert last name. No. I requested Albert’s supervisor’s full name, No. I asked again, “Please just connect me to the other department.” No!

Albert told me I didn’t want to believe him, and he would NOT transfer the call and proceeded to ask what my occupation was. I suppose he planned on using this information to explain to me the dynamics of customer service. Dear friend Albert, I am a very educated woman, and take offense to such a question. I have every right to ask his position, I am the customer. He was not only inappropriate, he was insulting and I promised I would make sure this was brought to someone else’s attention.

I consider myself a reasonably responsible person with limited funds these days. I also feel I have responsible expectations. I don’t expect people to pull miracles out of their hats but when I ask for assistance I do expect to get it. Albert told me he just started his shift so unless I planned on staying on the line with him all day…hey, I have unlimited talk time. I was willing to go the distance but I grew so angry I knew I was only making the matter worse. This is after he threatened to transfer me to the voice automated recording. Great customer service!

Bottom line to all the Albert’s out there, all I want is my refund. My money! Not yours, not Albert’s, not DirecTV’s, but my hard (and I do mean HARD) earned money so I can pay for the roof over my head; literally.

The sad thing is, there are people doing worse than I am in this economy. I hate to think what’s happening to them.

Yes, I hope that you do find this call, listen to it as you state calls are monitored. And I hope you do fix the mistakes that were made with all of the misinformation and customer service issues but most of all…I just want my money back. FAST!

Please…to the powers that be…can you PLEASE PLEASE give me back my money?