DirecTV Consumer Complaint

Free at last, and never looking back

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The only reason we selected DirecTV and the only reason we've stuck with it as long as we have was the NFL ticket. The NFL ticket was our only real option for watching our home team when we are not in the local market. But our experience has consisted of one technical headache after another followed by incredibly poor customer support.

Our first hurdle happened at the initial install about three years ago. We had two standalone TiVo's networked together, but the DirecTV sattelite receivers didn't respond very well to TiVo signals sent to change the channel. To work at all, we'd have to use their flimsy IR blasters, which seemed to introduce quite a bit of lag to changing the channel. I'd read about other receivers that worked better with our TiVo setup, so I went out and purchased them. Once they were installed, everything worked just fine.

Then DirecTV downloaded a firmware update to our receivers that broke the connection between the TiVo and the receiver. I called customer support and they said they couldn't roll back the firmware update. Nor could they give me any date on when the next firware revision would come out. Nor could they say whether the next revision would fix the issue they'd introduced. Their solution? Buy their DirecTV TiVos. Never mind that the DirecTV TiVos couldn't be networked together. Nevermind that I'd paid and worked hard to get an initial solution working that they had subsequently broken. The fact that DirecTV and TiVo had recently had a nasty falling out didn't mollify the cynic in me either.

Flash forward to the HD experience. We needed the newer 5 LNB dish installed for HD service. After the installer showed up hours late, I asked him to take the wires in under our eves and down through the attic. Instead, he drilled a hole straight through our exterior wall. And used nails instead of screws to attach the cable faceplate to the wall. Still, we had a pretty HD picture when he left. Only a few days later, however, the picture disappeared for our HD channels and we just got "searching for satellite..." messages. We had a big NFL game we wanted to record that weekend, so I called for a service visit to fix the issue. They said they couldn't get out to our house until the next week. Frustrated, I told them to just go ahead and cancel our HD service if that was the case.

They didn't cancel our HD service, though I didn't realize it at the time since my billing had gotten messed up and I wasn't receiving bills in the mail. I'd talked to a friend about getting Over the Air (OTA) HD programming, so I went out and purchased a nice antenna and set it up. The picture quality was great and I was able to hook the antenna up to the DirecTV HD DVR and record all the local channels just fine. I was reasonably happy.

Then I finally got the billing issue fixed and realized I was still being charged for HD programming. I called customer service again and told them the situation. Getting them to refund the charges was like pulling teeth, but they finally agreed to refund a portion of it and canceled the HD programming. To my surprise and dismay, they also shut down the ability of the HD DVR to record OTA HD programming. Never mind that I had purchased the OTA solution because their HD solution was not working. According to their Customer Service department, if they offered local HD channels through DirecTV, then purchasing their programming was my only choice. Otherwise, they would shut down the DVR's ability to process HD signals at all. In fact, even programs I had recorded OTA *before* canceling their HD service were no longer viewable. To me, that just seemed downright spiteful!

I purposed to get rid of DirecTV once and for all, but needed to get a replacement in place. Having experienced OTA viewing where I could see 90% of what I wanted FOR FREE, I decided I no longer wanted my viewing to be subject to the whim of some disconnected, money-grubbing corporation. So, I used a PC, DVR software, digital tuners that can connect directly to a home network, and a media extender to create my own DVR solution. When I got it in place, I called to cancel my DirecTV service. The cancellation department at DirecTV said I had not completed a two year agreement. Why was there another two year agreement when I had been with DirecTV for over three years? The HD programming package I'd ordered from them required it. You know, the one that never actually worked. Unbelievable. On top of that, the nice lady told me that my agreement authorized her to dip directly into my checking account (using my debit card that they had on file) to take the rest of the charges on the contract without even billing me. Fine, I said. Do your worst. I'm free at last, and I'm never looking back.

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By phinehas
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tawana says: (1 month ago)

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Direct Tv company's practices taking credit cards or bank card information and makes unauthorized charges without your permission or knowledge Nationwide Rebuttal Box Respond to this report! Are you an owner, employee or ex-employee with either negative or positive information about the company or can you provide "insider information" on this company? Victim of this person/company? Are you also a victim of the same company or person? Want Justice? File a Ripoff Report and don´t let them get away with it! Direct Tv Phone: 800-directtv Fax: directtv.com Nationwide, U.S.A. Submitted: 7/22/2008 9:10:58 AM Modified: 7/22/2008 9:11:00 AM Tawana HUGHESVILLE, Maryland Direct tv has begun a practice that allows them to go into your checking account or charge your credit card for outstanding balances, cancellation fees, equipment or even ppv orders, unauthorized charges. This is without your consent or permission. EVEN without a bill. I receive my bank statement stating that there was a 300 dollar charge from direct tv. I had called to inquire about transferring my service due to moving, I was told I couldnt get a transfer order until i paid the bill of 80 dollars that was going to be sent to within the next couple of days for the month service. I inform rep that i would make payment once bill was recieved like i had done for the past 12 months of service with direct tv. The rep stated that without paying the current months bill i would not be able to transfer service. She said that all i could do was cancel and reorder later once i got moved when i told her that the new owners had moved into my home. The call got disconnected and I was out of town figuring I would call back later to follow up. 3 days later my checking account has the charges taking out of my account. I call direct tv, i was inform the bill was for early cancellation fees and the 80 dollars for the month of service. I inform that i was under a 12 month contract and year was up so why was i being charged early cancelation. it was at that moment the rep stated that since i had the dvr, the contract was changed to a 2 year, i informed her no one had ever told me this and the email i recieved stated a year contract from direct tv. the rep also inform me that it is now direct tv practice that all customers must have credit or bank cards on file so that they can deduct charges. I ask how was this possible without having a consumer permission. this was when she inform me that all consumers agree to this when signing up for service, it is in the customer agreement. that they will use any cards showing in their systems in which the customer has made payments with in the past, she verified that i had 2 credit cards stored in their system in which they save when payments are made, also this is without having consumer permission. so despite not having permission or even a bill, direct tv will debit your credit or bank card. BEWARE! this angers me, my account wasnt in collections, i have never been behind on their bills and pay consistently, nor was their any outstanding balance. i hadnt even gotten a bill yet, the fact they are able to go into banking account without my knowledge or permission is unethical to me. I learned a valuable lesson, this isnt about the money. I will never trust what a rep says and will read the fine print before i sign anything or sign up for any kind of service, never provide my personal checking or saving accts infor to any other business. ******I am including the web link of their agreements so that you can see what they use but isnt verbally stated about their practices of debiting customers bank accounts. www.directv.com/legal. also a copy of their email that confirms service, no where states a dvr becomes a 2 year agreement: Congratulations on your recent order of a DIRECTVÂ® System. You now have access to the best entertainment value on the market today. Below is a summary of your order as well as the terms and conditions of the offer. Our web site at DIRECTV.com has a wealth of information that may help you with questions that you may have about your DIRECTV System and programming. You also may change or confirm your installation date and time by creating a user account on www.DIRECTV.com. If you have additional questions about your order, please call us at 1-866-678-9465.For questions about DSL Service please go to www.DIRECTV.com/DSL. Lastly, we'd like to let you know about a special opportunity to enjoy free DIRECTVÂ® service. Simply refer a friend to DIRECTV, and when they activate their service, you'll receive a special bonus credit on your DIRECTV account. There's no limit to the number of referrals you can make, so you could enjoy free DIRECTVÂ® service for a very long time. Go to www.DIRECTV.com/refer or call 1-866-GIFT-TO-YOU for details. Best regards, DIRECTV, Inc. DIRECTV ORDER RECEIPT - PLEASE RETAIN FOR YOUR RECORDS Qty. Description Each 1 DIRECTV DVR $0.00 1 DIRECTV System (18') $0.00 1 DIRECTVÂ® Satellite Dish $0.00 1 PLUS DVRT P000006357000000001 $0.00 1 Standard IRD $0.00 Installation Included $0.00 Handling and Delivery $0.00 Tax $0.00 Total $0.00 NEW CUSTOMER OFFER TERMS AND CONDITIONS Please refer to your DIRECTV Lease Addendum for all Terms and Conditions regarding your leased equipment. By placing this order you agree to the following terms and conditions: You are a new residential DIRECTV customer. If you cancel your order prior to installation, we will issue a full refund. FAILURE TO ACTIVATE ALL OF THE DIRECTV SYSTEM EQUIPMENT IN ACCORDANCE WITH THE EQUIPMENT LEASE ADDENDUM MAY RESULT IN A CHARGE OF $150 PER RECEIVER NOT ACTIVATED. Offer requires you to purchase 12 consecutive months (24 consecutive months for advanced equipment) of any DIRECTV base programming package (priced at $29.99/mo. or above) , or any international services bundle. In certain markets, programming and pricing may vary. DIRECTV PROGRAMMING AND PRICING SUBJECT TO CHANGE AT ANY TIME. You must activate and maintain DVR service ($5.99/mo) if you ordered a DVR or HD DVR. An HD Access fee ($10.99/mo.) is required for HD Receiver or HD DVR leases. You accept the $4.99/mo. lease fee for the second and each additional receiver. Your receiver must be continuously connected to a land-based phone line to activate certain sports programming and to allow pay per view ordering by remote control. If you fail to maintain your programming commitment, you agree that DIRECTV may charge you a prorated fee of up to $150 for standard equipment or $300 for advanced receivers within 7 days of downgrading or disconnecting your programming. Leased equipment must be returned upon disconnect. If you do not return equipment, DIRECTV may charge a fee of up to $55 per standard, $200 per DVR, $240 per HD and/or $470 per HD DVR. If you cease to be DIRECTV's customer for any reason ( whether voluntarily or involuntarily ) , you must call DIRECTV at 1-800-531-5000 within five (5) days after the termination of your DIRECTV programming services to (i) make arrangements for DIRECTV to pick up all of your DIRECTV equipment; or (ii) obtain information from DIRECTV necessary to arrange for a ground or air freight service to pick up and deliver all of your DIRECTV equipment to DIRECTV. You and DIRECTV agree that any dispute arising under or relating to your agreements or service with DIRECTV, which cannot be resolved informally, will be resolved through binding arbitration as fully set forth in your DIRECTV Customer Agreement (a copy is sent with your first bill but may also be viewed at DIRECTV.com). Arbitration means you waive your right to a jury trial. Limit one rebate per account/person/household/DIRECTV account per 12 consecutive months. Tawana HUGHESVILLE, Maryland U.S.A.

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