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DirecTV, Inc. complaints

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2230 East Imperial Highway
El Segundo, CA 90245 | Get Directions

(800) 531-5000

http://www.directv.com

General Support 8 AM-1 AM EST 7 days a week
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Total Amount in Dispute:
$567,367.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complainants generally allege problems relating to contract terms billing disputes descrepencies concerning pre-paid programming. Many of the complaints relate that the company's promotional offers fail to include all of the limitations conditions and penalties that may apply. In almost all cases the advertised promotional pricing is dependent on conditions that are not readily apparent from the advertising. Complainants consider the advertising to be deceptive. Some complain the company fails to send statements in a timely fashion resulting in late fees or that unauthorized amounts of money are charged or debited to customer accounts. Others complain of inadequate customer service and the inability to contact the company to change programming or resolve billing issues.~~The company responds to most complaints by relying on the terms of the contract. In some cases they apply necessary credits adjust programming or otherwise resolve the problems. In many cases the company disputes the complainants allegations and refuses adjustments.

Complaint Closing Statistics

157 complaints against DirecTV, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
32	Agreed to make an adjustment
60	Refusing to make an adjustment
53	Refuse to adjust, relying on terms of agreement
9	Unanswered

157 complaints against DirecTV, Inc.

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4/10/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

3/27/2024

Ordered streaming boxes. They arrived. Had to pay someone to hook them up. Tech support was rude and useless. Resolution Sought Give proper tech support to ensure a outcome that resolves the issue.

Company Response

3/28/2024

Business Consumer Alliance, We are in receipt of your letter in regards to complaint. Please be assured that we will investigate the concerns thoroughly and that we will take all the appropriate steps in an attempt to achieve an amicable resolution. An AT&T Office of the President Specialist will soon be contacting the customer and will work diligently to address their concerns. For privacy reasons, we will be unable to provide you with details of any resolution. Should you require this information, please contact the customer directly. Thank you for bringing this matter to our attention. Sincerely, Office of the President Customer Care

4/3/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $254.00 Amount Settled: $0.00

Customer Complaint

3/20/2024

Directv sent a statement for payment, I was aware the account was pass due. However the date the payment was due on March 18th I sent the payment on March 14th. The funds were debited from my account on March 15th with a confirmation number, directv STILL interrupted my service. They stating they cannot restore my service until a payment is made through their system. I have ALWAYS paid the exact same way since we've had this service. Account is under my husband. They're saying that we will have a credit for next month if a payment is made but I don't need a credit I need my service restored immediately. Resolution Sought Service restored and still some kind of compensation for service being lost for 3 days

Company Response

3/21/2024

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