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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

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Total Amount in Dispute:
$534,709.00

Total Amount Settled:
$0.00

Complaint Experience

15%

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

116 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
15	Agreed to make an adjustment
56	Refusing to make an adjustment
38	Refuse to adjust, relying on terms of agreement
5	Unanswered

116 complaints against DirecTV, Inc.

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2/6/2025

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

Customer Complaint

1/23/2025

I do not have service with them I tried a free trial over half a year ago and they still try to charge me even though they assured me that my service trial was canceled I have emails proving so but they try to take money out every so often out of the blue and it hasn't stopped even though I've asked them to stop fortunately I have not had money in my account for them to take anything out Resolution Sought I would like the business to reach out to them about why they would do something like this and what do they plan to do with that money because the fact is I do not have service with them and I never have it was only a free trial and I canceled it more than once just because of the fact that they're always trying to say that they don't have an account with me but why are they trying to take money out of my account

Company Response

1/24/2025

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

12/23/2024

RESPONSE: Refusing to make an adjustment Amount in Dispute: $42.66 Amount Settled: $0.00

Customer Complaint

12/9/2024

Trying to get my refund. First the woman I spoke to cannot speak English, next kept speaking over me, put me on hold numerous times when I tried to speak, then stated they just started my refund into a Mastercard after 6 weeks of waiting. Resolution Sought Issue my refund CHECK and stop outsourcing to non English speaking people.

Company Response

12/10/2024

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

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