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I Hate DirectTV, and Here’s Why

I Hate DirectTV, and Here’s Why

After a protracted text interchange with DirecTV support person via chat, I was unable to get them to refund a $36.35 charge. One would think an organization (just bought out by AT&T), whose sales have been declining and are trying to recoup earnings with their new streaming service would invest a little in customer support. Not so much. Read on if you have time and patience. I tried but ended up having my bank reverse the charges 🙂

How much do they pay people to hang on to those $36.35 charges?! I spent close to fifty minutes online arguing my case, all to no avail.

You : I have a question about a specific charge
DIRECTV NOW : Got it. To assist you better, please tell us your first name.
You : Flash
DIRECTV NOW : Thank you, Flash. You will now be connected to a live chat specialist who will assist you.
DIRECTV NOW : Thank you, Flash.
DirecTV : It’s a wonderful day today! Hello, Flash! My name is DirecTV and I’d be happy to help with your DIRECTV NOW service!
Flash : Great.
DirecTV : Thank you.
DirecTV : Flash, I understand that you need hep with the billing. Am I correct?
Flash : Your welcome. Yes.
DirecTV : Please let me know the issue you have with the billing.
Flash : Signed up for free trial. Canceled but was billed nonetheless. ERGO, free trial cost me money?!
DirecTV : I will be glad to help you with the details.
DirecTV : Could you please help me with the last 4 digits of the card with expiry month and year?
Flash : xxxx
Flash : xx/xx
DirecTV : Thank you.
DirecTV : Please allow me 2 minutes while I pull up your account details.
DirecTV : Thank you for waiting online.
DirecTV : I see that you have another account with the email address flash@flashalexander.com on which you have Live a Little package.
Flash : I’m not aware of that.
DirecTV : I see that the first name and last name is Flash Alexander on the account.
Flash : It may have been me trying to signup on my mobile phone and thinking it didn’t complete?
Flash : Unless it’s one of my kids ripping me off?! Has there been any usage, any logins to the account?
DirecTV : I see that you have ended the free trial on 22nd and was charged on 10/23/17.
Flash : I should have asked if there has been logins or usage on either account?
DirecTV : We don’t have the option to see the login and usage of the service on the account.
Flash : OK. All I need is both accounts closed and the money refunded: 10/25/2017 3800 DIRECTV NOW 800-965-7288 TX 17298001 $36.35
DirecTV : As this is the prepaid service, we don’t have the option to process the refund once the payment is processed. However, you can stream the service till the end of the billing cycle even though the account is canceled.
DirecTV : However, I will help you with the steps to cancel the account.
Flash : That is unacceptable. I have no need or desire for the service.
DirecTV : As this is the prepaid service, our systems wont allow us to process the refund after the one week of the payment.
Flash : If you go up the ladder, you can verify that the accounts have not been used.
Flash : Then go beyond the system.
DirecTV : You can still stream the service till the end of the billing cycle.
Flash : Don’t get locked into the evils of runaway technology.
DirecTV : I am sorry to hear that.
DirecTV : .
Flash : I’m sorry, did I forget to press send?
Flash : 10/25/2017 3800 DIRECTV NOW 800-965-7288 TX 17298001 $36.35
Flash : Is this a real person or a bot?
DirecTV : My name is DirecTV. I am real person.
Flash : What major US holiday occurs 6 days before the end of the month of December?
DirecTV : If we had the option, I would have processed the refund for you happily.
Flash : It is my suspicion that if you are a real person, that your job is to politely hang on to my money at all costs.
DirecTV : Let me check what best I can do for you, Flash.
Flash : Do they give you a script to counter my points with?
DirecTV : Flash, I am sorry you feel that way.
DirecTV : I will check all my possible ways to help you with the concern.
DirecTV : Please allow me a moment.
Flash : Probably not as sorry as I feel about having money stolen from me 🙁
DirecTV : As this is the system generated billing, you will be charged if you don’t cancel the free trial within time.
DirecTV : As you havent canceled the free trial which you have created, you have been charged.
DirecTV : We dont have the option to charge the customers personally.
Flash : This assumes I knew I had a subscription running. The one I knew about was canceled. I’m searching my email here and I don’t see anything about the flash@flashalexander.com subscription.
Flash : So, I think it was a technical issue where I tried to signup but to my mind was unsuccessful.
DirecTV : But the account has been created successfully.
Flash : Not on my end.
Flash : Your logs will prove that.
DirecTV : I see that the account was created on 10/14/17 10:34 EDT
Flash : I have DirectTV marketing email to my fortcollinsflash address but none to my flash@flashalexander.com address.
Flash : That account?
Flash : Which account?
DirecTV : flash@flashalexander.com is the email address on the account on which you have been charged.
Flash : …and you say I signed up that account on 10/14? No free trial then?
DirecTV : You have signed up for the account with the free trial on 10/14/17 and after the free trial you have been charged on 23rd.
DirecTV : Would you like me to help you with the steps to cancel the account?
Flash : Well, I’m just getting more and more disappointed as you continue to do everything you can top keep my money. You know what this conversation is about but don’t care. There is apparently nothing you can do to rectify this. It is certainly painting DirectTV in a bad light.
Flash : YES CANCEL THE ACCOUNT!!!!!
Flash : Sheesh!
Flash : …and refund my money!
DirecTV : I am sorry to hear that, Flash.
DirecTV : We dont have the option to process the refund.
DirecTV : >Sign in to your account using a supported browser.
>Select the Home page person icon.
>Select Settings.
>From your User Account overview page, select Manage My Plan.
>Select the Cancel Plan link.
>Choose one of the listed reasons.
>Select Cancel Now to confirm cancellation.
Flash : Then connect me with somebody who does.
DirecTV : Let me check that for you.
Flash : You can’t cancel my account? You can’t refund my money? What are you trying to accomplish?
DirecTV : I have checked the details for you, Flash, I will go ahead and cancel the account and process the partial refund for $20.00 on your account. And you can still stream the service till the end of the billing cycle.
DirecTV : Is that okay for you?
Flash : That is not good enough. I want my full 36.35. I can’t believe you guys. For the third time, I’m not streaming your service, have not streamed your service.
Flash : I don’t want to stream your service.
DirecTV : actually we don’t have the option to process the refund and I have stretched my limits to process the refund for $20.00.
DirecTV : We really dont have the option to process the full refund after the one week of the transaction.
DirecTV : We would have tried helping you if you have reached us little early.
DirecTV : Its been one week back you have been charged on the account. I have tried my possible way to process the partial refund of $20.00 on your account.
Flash : How much time too late in reaching you was I? What is are the time restraints for service. You say: “a little early”, what is that exactly?
DirecTV : If it was one day after the payment, we would have tried processing the full refund on your account.
Flash : You would have “tried”?
DirecTV : As this is the prepaid service, we don’t have the option to process the refund once the payment is processed.
DirecTV : Would you like me to cancel the account and process the partial refund for $20.00?
Flash : Again – CANCEL THE ACCOUNT!
DirecTV : I respect your decision. Please allow me 2 minutes while i cancel the account and process the refund of $20.00 on your account.
Flash : How much per hour do you get paid to argue with me? All this to enable DriectTV to hang on to my $36.35?! Money they have provided me nothing for?
Flash : What a crazy world we live in.
DirecTV : I am happy to help you with the full refund if we had the option to do so. I hope you understand our limitations towards this.
Flash : Don’t worry about the refund. Just cancel the account. I appreciate your acknowledgement to wit DirectTV is inappropriately keeping my hard earned money.
DirecTV : Are yo asking me not to process the refund?
Flash : I
Flash : Of course I want my refund. I’m glad you offered it, despite earlier telling me you had no ability to do such a thing, yet here we are, you offering me a partial refund.
Flash : But, while we’ve been on chat, I’ve contacted my bank and disputed the charges; an understandable action I’m sure.
Flash : Next, I plan on doing everything I can to insure my sphere of influence understands what kind of support DirectTV offers.
DirecTV : I am sorry to her that.
DirecTV : Flash, I have canceled the account. 207624548 is the confirmation number.
Flash : Oh, stop. Your not sorry. You’re probably laughing about this with you co-workers.
DirecTV : I am sorry, Flash. We really don’t take this as a fun.
Flash : Probably part of the script the company gives you. How would I ever know? Now part of the public record.
Flash : Don’t worry, when I publish it I’ll change your name for the sake of your privacy.
DirecTV : I am sorry to hear that.
DirecTV : For latest updates regarding DIRECTV NOW, please visit the link below https://help.directvnow.com/hc/en-us
Flash : Funny, my neighbor next door was asking me out streaming services…
DirecTV : I am happy to help you, if you have any additional questions or issues?
Flash : Why do you wan’t me to visit that link?
Flash : Is that marketing?
DirecTV : It is the DIRECTV NOW website.
DirecTV : You can visit the link to know more updates regarding DIRECTV NOW services.
DirecTV : Is there anything else I can help you with?
Flash : https://www.facebook.com/flashbuddy  (not sure facebook let me post such a long post?)
Flash : Pretty funny ey?
DirecTV : We are not allowed to access the websites other than service websites.
Flash : Too bad. It is really pretty hilarious.
DirecTV : Would you like me to review anything else for you? I’ll be happy to assist you.
Flash : You lie.
Flash : “happy to argue”.
DirecTV : I am sorry to hear that, Flash.

More Unhappy DirecTV customers:

https://nhlifefree.com/2013/06/22/had-directv-installed-yesterday-not-100-happy-gave-me-an-old-hr34-genie-vs-hr-44-i-should-have-got/

Reasons 132 To 137 Of The 1,001 Reasons I Really, Really HATE DirecTV.

https://forums.att.com/t5/The-DIRECTV-Lounge/why-does-directv-suck-so-bad-Why-am-I-paying-for-shopping/td-p/4811094

https://www.facebook.com/DIRECTV-SUCKS-129876000387936/

Directv sucks now that ATT bought them! Been nothing but down hill ever since. I've been a customer for 8 years, but I'm done with you guys!

Posted by Bob Hotary on Sunday, August 30, 2015

https://www.complaintsboard.com/complaints/direct-tv-c7956.html

https://www.pissedconsumer.com/tag/directv-sucks.html

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