{"id":"directv","page":"https://escalate.alexgaoth.com/#/c/directv","html":"https://escalate.alexgaoth.com/c/directv/","generated":"2026-10-15","company":{"id":"directv","name":"DIRECTV","aliases":["direct tv","directv stream","u-verse tv","uverse tv"],"sector":"internet_tv","website":"https://www.directv.com","account_url":"https://www.directv.com/login?returnUrl=overview","regulators":["fcc"],"channels":[{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"1-800-DIRECTV","value":"+1-800-347-3288","source":"https://www.directv.com/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"DIRECTV chat (\"Chat Now\" on the contact page)","value":"https://www.directv.com/customer-service","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","cancel_service","service_outage"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Return or recycle your DIRECTV equipment","value":"https://www.directv.com/support/article/000093574/","purposes":["equipment_return"],"access":"open","source":"https://www.directv.com/support","last_verified":"2026-10-12"},{"id":"equipment-lease-agreement","type":"portal","label":"DIRECTV Equipment Lease Agreement (PDF; non-return fees)","value":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","purposes":["equipment_return"],"access":"open","notes":"PDF metadata dates it to August 2016; the current lease page in the legal policy center did not load for automated fetch.","source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"id":"stream-cancellation-policy","type":"portal","label":"DIRECTV STREAM cancellation policy (device return within 14 days)","value":"https://www.directv.com/legal/directv-stream-cancellation-policy/","purposes":["cancel_service","equipment_return"],"access":"open","source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"Notice of Dispute form (PDF)","value":"https://www.directv.com/dtvassets/legal/notice-of-dispute_arbitration-form.pdf","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DIRECTV Residential Terms of Service","value":"https://www.directv.com/legal/directv-residential-terms-of-service/","access":"open","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"legal-policy-center","type":"portal","label":"DIRECTV legal policy center (fee schedule, equipment lease agreement, U-verse TV terms)","value":"https://www.directv.com/legal/legal-policy-center/","access":"open","source":"https://www.directv.com/","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"retention","channel":"cancel-help","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation."},{"rung":"written_complaint","channel":"arbitration-notice","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel."},{"rung":"regulator","regulator":"fcc"},{"rung":"state_agency","agency_kind":"utility_commission"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","channel":"arbitration-notice","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee."}],"playbooks":[{"issue":"cancel_service","summary":"Satellite customers cancel by phone; internet-only customers can cancel online. No prorated refund for partial months.","evidence":["account number","cancellation confirmation","contract end date","equipment return tracking"],"steps":[{"do":"Satellite customers call 800.531.5000. Internet-only customers can sign in and select \"Cancel service\".","channel":"cancel-help"},{"do":"Ask the agent which equipment must be returned. DIRECTV sends prepaid UPS, FedEx or US Mail return instructions. Dishes, outside equipment, cables, splitters and switches are yours to keep.","channel":"equipment-return"},{"do":"If you have a contract, ask for the exact early cancellation fee before you confirm."}],"facts":[{"kind":"policy","claim":"DIRECTV gives no prorated credit or refund for partial periods unless prohibited by law; service stays active until the end of the billing cycle.","issues":["cancel_service","refund_request"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"Customers with a contract may need to pay a fee for the number of months left on the contract.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"process","claim":"A customer in a free trial who cancels has service end immediately and is not charged.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}]},{"issue":"equipment_return","summary":"Return only what the agent says, with DIRECTV's prepaid shipping, and keep tracking.","evidence":["return tracking number","equipment serial or access card numbers"],"steps":[{"do":"Ask which equipment must be returned and use the prepaid return instructions DIRECTV sends. Ship satellite receivers so they arrive within 21 days of termination, and DIRECTV STREAM devices within 14 days after cancellation.","channel":"equipment-return"},{"do":"Keep the tracking number. If a non-return fee appears, send the tracking number and ask for removal.","channel":"customer-service-phone"}],"facts":[{"kind":"fee","claim":"Customers with DIRECTV equipment may have to return it to avoid a non-return fee; DIRECTV sends return instructions and prepays shipping via UPS, FedEx or US Mail.","issues":["equipment_return"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"The DIRECTV Equipment Lease Agreement (2016 PDF) charges $45 for each standard receiver, HD receiver and Genie Mini, and $135 for each DVR, HD DVR and Genie HD DVR, if leased equipment is not received within 21 days of termination of base programming or is returned damaged.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"DIRECTV STREAM devices must be returned within 14 days after cancellation by USPS with the return label sent with the equipment (call 800.531.5000 for a label); otherwise, or if damaged beyond normal wear, the non-return fee is $120.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Chat or call first; if not resolved, mail a Notice of Dispute.","evidence":["the bill","account number","offer or order confirmation"],"steps":[{"do":"Ask chat or 1-800-531-5000 to correct the charge. Get a reference number.","channel":"customer-service-phone"},{"do":"If not resolved, mail a complete Notice of Dispute and keep a copy.","channel":"arbitration-notice"},{"do":"File an FCC complaint with the bill and notice.","regulator":"fcc"}],"facts":[{"kind":"process","claim":"DIRECTV says most bill or service concerns can be resolved by chat or 1 (800) 531-5000; otherwise the dispute process starts with a Notice of Dispute and at least 60 days for DIRECTV to investigate.","issues":["billing_error"],"source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Claims within the small claims court's jurisdiction may be brought there instead of arbitration. Arbitration is individual only and administered by the AAA; the consumer is generally responsible for the $200 filing fee and DIRECTV pays the rest.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration provisions in agreements before November 7, 2023 are posted separately in the legal policy center; the current Residential Terms of Service govern newer accounts.","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"}],"known_blockers":["Satellite cancellation needs a phone call; only internet-only accounts can cancel online after sign-in.","The Residential Terms of Service, fee schedule and return article load by JavaScript and do not render for automated fetches; satellite non-return fees come from a 2016 lease PDF and may be out of date."],"notes":"DIRECTV (satellite, DIRECTV STREAM / via Internet) also serves U-verse TV customers; U-verse TV terms and fee schedules are in the DIRECTV legal policy center. Site trademarks are held by DIRECTV, LLC. Current ownership (TPG and AT&T) and the end of the 2024 DIRECTV-DISH deal were not confirmed on a fetched official page.","official_domains":["directv.com"],"security":{"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]}},"playbooks":{"cancel_service":{"company":{"id":"directv","name":"DIRECTV","sector":"internet_tv","website":"https://www.directv.com","account_url":"https://www.directv.com/login?returnUrl=overview"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Satellite customers cancel by phone; internet-only customers can cancel online. No prorated refund for partial months.","evidence":["account number","cancellation confirmation","contract end date","equipment return tracking"],"steps":[{"do":"Satellite customers call 800.531.5000. Internet-only customers can sign in and select \"Cancel service\".","channel":{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}},{"do":"Ask the agent which equipment must be returned. DIRECTV sends prepaid UPS, FedEx or US Mail return instructions. Dishes, outside equipment, cables, splitters and switches are yours to keep.","channel":{"id":"equipment-return","type":"portal","label":"Return or recycle your DIRECTV equipment","value":"https://www.directv.com/support/article/000093574/","purposes":["equipment_return"],"access":"open","source":"https://www.directv.com/support","last_verified":"2026-10-12"}},{"do":"If you have a contract, ask for the exact early cancellation fee before you confirm."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"1-800-DIRECTV","value":"+1-800-347-3288","source":"https://www.directv.com/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"DIRECTV chat (\"Chat Now\" on the contact page)","value":"https://www.directv.com/customer-service","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","cancel_service","service_outage"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"id":"stream-cancellation-policy","type":"portal","label":"DIRECTV STREAM cancellation policy (device return within 14 days)","value":"https://www.directv.com/legal/directv-stream-cancellation-policy/","purposes":["cancel_service","equipment_return"],"access":"open","source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"Notice of Dispute form (PDF)","value":"https://www.directv.com/dtvassets/legal/notice-of-dispute_arbitration-form.pdf","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DIRECTV Residential Terms of Service","value":"https://www.directv.com/legal/directv-residential-terms-of-service/","access":"open","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"legal-policy-center","type":"portal","label":"DIRECTV legal policy center (fee schedule, equipment lease agreement, U-verse TV terms)","value":"https://www.directv.com/legal/legal-policy-center/","access":"open","source":"https://www.directv.com/","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"DIRECTV gives no prorated credit or refund for partial periods unless prohibited by law; service stays active until the end of the billing cycle.","issues":["cancel_service","refund_request"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"Customers with a contract may need to pay a fee for the number of months left on the contract.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"process","claim":"A customer in a free trial who cancels has service end immediately and is not charged.","issues":["cancel_service"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"policy","claim":"Claims within the small claims court's jurisdiction may be brought there instead of arbitration. Arbitration is individual only and administered by the AAA; the consumer is generally responsible for the $200 filing fee and DIRECTV pays the rest.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration provisions in agreements before November 7, 2023 are posted separately in the legal policy center; the current Residential Terms of Service govern newer accounts.","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points_omitted":4,"points":[]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation.","channel":{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Satellite cancellation needs a phone call; only internet-only accounts can cancel online after sign-in.","The Residential Terms of Service, fee schedule and return article load by JavaScript and do not render for automated fetches; satellite non-return fees come from a 2016 lease PDF and may be out of date."],"security":{"official_domains":["directv.com"],"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DIRECTV (satellite, DIRECTV STREAM / via Internet) also serves U-verse TV customers; U-verse TV terms and fee schedules are in the DIRECTV legal policy center. Site trademarks are held by DIRECTV, LLC. Current ownership (TPG and AT&T) and the end of the 2024 DIRECTV-DISH deal were not confirmed on a fetched official page.","warnings":[]},"equipment_return":{"company":{"id":"directv","name":"DIRECTV","sector":"internet_tv","website":"https://www.directv.com","account_url":"https://www.directv.com/login?returnUrl=overview"},"issue":{"id":"equipment_return","name":"Equipment return"},"playbook_source":"company","summary":"Return only what the agent says, with DIRECTV's prepaid shipping, and keep tracking.","evidence":["return tracking number","equipment serial or access card numbers"],"steps":[{"do":"Ask which equipment must be returned and use the prepaid return instructions DIRECTV sends. Ship satellite receivers so they arrive within 21 days of termination, and DIRECTV STREAM devices within 14 days after cancellation.","channel":{"id":"equipment-return","type":"portal","label":"Return or recycle your DIRECTV equipment","value":"https://www.directv.com/support/article/000093574/","purposes":["equipment_return"],"access":"open","source":"https://www.directv.com/support","last_verified":"2026-10-12"}},{"do":"Keep the tracking number. If a non-return fee appears, send the tracking number and ask for removal.","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"1-800-DIRECTV","value":"+1-800-347-3288","source":"https://www.directv.com/","last_verified":"2026-10-12"},{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"id":"equipment-return","type":"portal","label":"Return or recycle your DIRECTV equipment","value":"https://www.directv.com/support/article/000093574/","purposes":["equipment_return"],"access":"open","source":"https://www.directv.com/support","last_verified":"2026-10-12"},{"id":"equipment-lease-agreement","type":"portal","label":"DIRECTV Equipment Lease Agreement (PDF; non-return fees)","value":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","purposes":["equipment_return"],"access":"open","notes":"PDF metadata dates it to August 2016; the current lease page in the legal policy center did not load for automated fetch.","source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"id":"stream-cancellation-policy","type":"portal","label":"DIRECTV STREAM cancellation policy (device return within 14 days)","value":"https://www.directv.com/legal/directv-stream-cancellation-policy/","purposes":["cancel_service","equipment_return"],"access":"open","source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"Notice of Dispute form (PDF)","value":"https://www.directv.com/dtvassets/legal/notice-of-dispute_arbitration-form.pdf","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DIRECTV Residential Terms of Service","value":"https://www.directv.com/legal/directv-residential-terms-of-service/","access":"open","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"legal-policy-center","type":"portal","label":"DIRECTV legal policy center (fee schedule, equipment lease agreement, U-verse TV terms)","value":"https://www.directv.com/legal/legal-policy-center/","access":"open","source":"https://www.directv.com/","last_verified":"2026-10-12"}],"facts":[{"kind":"fee","claim":"Customers with DIRECTV equipment may have to return it to avoid a non-return fee; DIRECTV sends return instructions and prepays shipping via UPS, FedEx or US Mail.","issues":["equipment_return"],"source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"},{"kind":"fee","claim":"The DIRECTV Equipment Lease Agreement (2016 PDF) charges $45 for each standard receiver, HD receiver and Genie Mini, and $135 for each DVR, HD DVR and Genie HD DVR, if leased equipment is not received within 21 days of termination of base programming or is returned damaged.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf","last_verified":"2026-10-12"},{"kind":"fee","claim":"DIRECTV STREAM devices must be returned within 14 days after cancellation by USPS with the return label sent with the equipment (call 800.531.5000 for a label); otherwise, or if damaged beyond normal wear, the non-return fee is $120.","issues":["equipment_return","cancel_service"],"source":"https://www.directv.com/legal/directv-stream-cancellation-policy/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Claims within the small claims court's jurisdiction may be brought there instead of arbitration. Arbitration is individual only and administered by the AAA; the consumer is generally responsible for the $200 filing fee and DIRECTV pays the rest.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration provisions in agreements before November 7, 2023 are posted separately in the legal policy center; the current Residential Terms of Service govern newer accounts.","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation.","channel":{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Satellite cancellation needs a phone call; only internet-only accounts can cancel online after sign-in.","The Residential Terms of Service, fee schedule and return article load by JavaScript and do not render for automated fetches; satellite non-return fees come from a 2016 lease PDF and may be out of date."],"security":{"official_domains":["directv.com"],"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DIRECTV (satellite, DIRECTV STREAM / via Internet) also serves U-verse TV customers; U-verse TV terms and fee schedules are in the DIRECTV legal policy center. Site trademarks are held by DIRECTV, LLC. Current ownership (TPG and AT&T) and the end of the 2024 DIRECTV-DISH deal were not confirmed on a fetched official page.","warnings":[]},"billing_error":{"company":{"id":"directv","name":"DIRECTV","sector":"internet_tv","website":"https://www.directv.com","account_url":"https://www.directv.com/login?returnUrl=overview"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Chat or call first; if not resolved, mail a Notice of Dispute.","evidence":["the bill","account number","offer or order confirmation"],"steps":[{"do":"Ask chat or 1-800-531-5000 to correct the charge. Get a reference number.","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}},{"do":"If not resolved, mail a complete Notice of Dispute and keep a copy.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}},{"do":"File an FCC complaint with the bill and notice.","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"main-phone","type":"phone","label":"1-800-DIRECTV","value":"+1-800-347-3288","source":"https://www.directv.com/","last_verified":"2026-10-12"},{"id":"support-chat","type":"chat","label":"DIRECTV chat (\"Chat Now\" on the contact page)","value":"https://www.directv.com/customer-service","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","cancel_service","service_outage"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"},{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"id":"arbitration-notice-form","type":"portal","label":"Notice of Dispute form (PDF)","value":"https://www.directv.com/dtvassets/legal/notice-of-dispute_arbitration-form.pdf","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"customer-agreement","type":"portal","label":"DIRECTV Residential Terms of Service","value":"https://www.directv.com/legal/directv-residential-terms-of-service/","access":"open","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"},{"id":"legal-policy-center","type":"portal","label":"DIRECTV legal policy center (fee schedule, equipment lease agreement, U-verse TV terms)","value":"https://www.directv.com/legal/legal-policy-center/","access":"open","source":"https://www.directv.com/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"DIRECTV says most bill or service concerns can be resolved by chat or 1 (800) 531-5000; otherwise the dispute process starts with a Notice of Dispute and at least 60 days for DIRECTV to investigate.","issues":["billing_error"],"source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"policy","claim":"Claims within the small claims court's jurisdiction may be brought there instead of arbitration. Arbitration is individual only and administered by the AAA; the consumer is generally responsible for the $200 filing fee and DIRECTV pays the rest.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"},{"kind":"process","claim":"Arbitration provisions in agreements before November 7, 2023 are posted separately in the legal policy center; the current Residential Terms of Service govern newer accounts.","source":"https://www.directv.com/legal/legal-policy-center/","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"fcc-all-in-video-pricing","title":"FCC \"all-in\" pricing rule for cable and satellite TV","citation":"47 CFR 76.310 (FCC 24-29, MB Docket No. 23-203, 89 FR 28660, April 19, 2024; compliance dates at 89 FR 87983, November 6, 2024)","jurisdiction":"us-federal","status":"in_effect","summary":"Cable operators and satellite (DBS) TV providers must show the total \"all-in\" price for video programming as a single line item on bills, and as an aggregate price in any promotion that states a price. Providers may add an itemized breakdown, but the aggregate price must be stated. Bills must also say when a promotional price ends.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Cable operators and DBS providers must state an aggregate price for the video programming they provide as a clear, easy-to-understand and accurate single line item on subscribers' bills, including bills for legacy or grandfathered plans. They may add an itemized explanation of the elements of that line item.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"policy","claim":"A provider that states a video programming price in promotional materials (advertising and marketing) must state the aggregate price clearly and accurately. If part of the price varies by location, it must say where and how the consumer can get the subscriber-specific all-in price. If the price is time-limited, it must state the post-promotion rate and how long each rate applies. This does not apply to marketing of legacy plans no longer generally available to new customers.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Compliance was required by December 19, 2024, except that cable operators with annual receipts of $47 million or less had until March 19, 2025.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-C/part-76/subpart-H/section-76.310","last_verified":"2026-10-12"}]},{"id":"fcc-broadband-labels","title":"FCC broadband consumer labels","citation":"47 CFR 8.1 (Infrastructure Investment and Jobs Act section 60504); amended by FCC 26-48, 91 FR 52251 (August 13, 2026)","jurisdiction":"us-federal","status":"in_effect","summary":"Fixed and mobile broadband providers must show a standard \"broadband consumer label\" for each plan they sell, at every point of sale (website, stores, phone sales) and in the customer's online account. The label shows the monthly price, introductory rates, fees, data allowance and typical speeds. An August 2026 FCC order will relax some display rules, but most of those changes had not taken effect on 2026-10-12.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Each provider of broadband internet access service must create and display a broadband consumer label for each stand-alone plan it currently offers, prominently displayed, publicly available and easily accessible to consumers, in the format the FCC prescribes.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label must be displayed at each point of sale, which includes the provider's website and any alternate sales channel (provider-owned and third-party retail stores and phone sales), and on websites it must be near the advertised plan. Providers with online account portals must make each customer's label easily accessible there.","issues":["billing_error","price_negotiation"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The label contains critical information about the plan, including pricing, introductory rates, data allowances and performance metrics. Phone sales representatives must cover the monthly price, typical speeds, latency, data allowance, contract term and early termination fees.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"},{"kind":"policy","claim":"Labels must be provided in English and in any other language in which the provider markets its services in the United States.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Under the current text, a provider must archive labels for at least two years after a plan stops being sold to new subscribers, and must give an existing customer on that plan the archived label within thirty days of a request. The August 2026 order eliminates the archiving requirement once its amendments to 8.1(a) take effect.","issues":["billing_error","bill_increase"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-8/section-8.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"The FCC's August 2026 order (FCC 26-48) will let providers summarize the label orally on phone sales, show passthrough fees as a single \"up to\" amount split into government and third-party charges, use a link or icon instead of the full label at the point of sale and in account portals, and drop the machine-readable spreadsheet and archiving requirements. Its changes to 8.1(a) are delayed until the FCC publishes an effective date; its changes to 8.1(b) took effect September 14, 2026.","issues":["billing_error","bill_increase"],"source":"https://www.federalregister.gov/documents/2026/08/13/2026-16503/empowering-broadband-consumers-through-transparency","last_verified":"2026-10-12"}]},{"id":"fcc-informal-complaints","title":"FCC informal complaints against common carriers","citation":"47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)","jurisdiction":"us-federal","status":"in_effect","summary":"A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.","source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"Complaints against carriers under section 208 of the Communications Act may be either formal or informal.","issues":["billing_error","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.711","last_verified":"2026-10-12"},{"kind":"process","claim":"An informal complaint must be in writing and should contain the complainant's name, address and telephone number; the name of the carrier; a complete statement of the facts showing that the carrier did or failed to do something in violation of the Communications Act; and the specific relief or satisfaction sought.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.716","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC forwards informal complaints to the carrier for investigation and may set a due date for a written response. The carrier's response goes to the FCC with a copy to the complainant and must say whether the carrier has satisfied the complaint or refuses or is unable to do so.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.717","last_verified":"2026-10-12"},{"kind":"deadline","claim":"If the informal complaint is not satisfied, the complainant may file a formal complaint (in the form in 47 CFR 1.721) within 6 months from the date of the carrier's response, or from the response due date if the carrier did not respond. A timely formal complaint relates back to the filing date of the informal complaint. If none is filed in time, the informal complaint proceeding is closed.","issues":["billing_error","unauthorized_charge","poor_service"],"source":"https://www.ecfr.gov/current/title-47/chapter-I/subchapter-A/part-1/subpart-E/section-1.718","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation.","channel":{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}}],"known_blockers":["Satellite cancellation needs a phone call; only internet-only accounts can cancel online after sign-in.","The Residential Terms of Service, fee schedule and return article load by JavaScript and do not render for automated fetches; satellite non-return fees come from a 2016 lease PDF and may be out of date."],"security":{"official_domains":["directv.com"],"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DIRECTV (satellite, DIRECTV STREAM / via Internet) also serves U-verse TV customers; U-verse TV terms and fee schedules are in the DIRECTV legal policy center. Site trademarks are held by DIRECTV, LLC. Current ownership (TPG and AT&T) and the end of the 2024 DIRECTV-DISH deal were not confirmed on a fetched official page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DIRECTV customer service (also the cancellation line)","value":"+1-800-531-5000","hours":"Mon-Sun, 8:00 AM to 9:00 PM CT","purposes":["billing_error","bill_increase","price_negotiation","cancel_service","service_outage","equipment_return"],"source":"https://www.directv.com/customer-service","last_verified":"2026-10-12"}},{"index":1,"rung":"retention","note":"The cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation.","channel":{"id":"cancel-help","type":"portal","label":"How to cancel DIRECTV","value":"https://www.directv.com/customer/cancel-help","purposes":["cancel_service","equipment_return"],"access":"open","notes":"Satellite customers are told to call 800.531.5000. Internet-only (no dish) customers can sign in and select \"Cancel service\".","source":"https://www.directv.com/customer/cancel-help","last_verified":"2026-10-12"}},{"index":2,"rung":"written_complaint","note":"DIRECTV publishes no general complaint address; the Notice of Dispute is its written dispute channel.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}},{"index":3,"rung":"regulator","regulator":{"id":"fcc","name":"Federal Communications Commission, Consumer Complaint Center","level":"federal","when_to_use":"Use for a phone, wireless, internet, cable or satellite TV problem that the provider did not fix. Contact the provider first and file with the FCC only if its answer does not solve the problem.","channels":[{"id":"complaint-center","type":"web_form","label":"FCC Consumer Inquiries and Complaints Center","value":"https://consumercomplaints.fcc.gov/hc/en-us","purposes":["billing_error","bill_increase","cancel_service","service_outage","equipment_return","poor_service"],"access":"open","notes":"Choose the category: phone, internet, TV, radio, emergency communications, or access for people with disabilities. The FCC says filing online is the most effective way to contact it; fcc.gov/complaints leads here. Share your story is not a complaint and is not sent to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"consumer-phone","type":"phone","label":"FCC consumer line (1-888-CALL-FCC)","value":"+1-888-225-5322","hours":"8:00 a.m. to 5:00 p.m. ET (FCC business hours for non-emergency calls)","purposes":["billing_error","cancel_service","service_outage","poor_service"],"notes":"The FCC lists this number for filing a complaint by phone, and for complaints in Spanish.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"id":"asl-videophone","type":"phone","label":"ASL Consumer Support Line (video call, 1-844-4-FCC-ASL)","value":"+1-844-432-2275","hours":"9:30 a.m. to 5 p.m. Eastern Time, Monday through Friday","notes":"For deaf and hard of hearing consumers who use American Sign Language. Alternate number 202-810-0444.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/203402664","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaint by mail","value":"Federal Communications Commission, Consumer and Governmental Affairs Bureau, Consumer Inquiries and Complaints Division, 45 L Street NE, Washington, DC 20554","notes":"Include your name, address, contact information and as much detail about the complaint as possible.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"If the FCC serves a complaint on a provider, the provider must respond within 30 days of receiving it, in writing, to you and the FCC. The FCC sends only certain complaints to the provider.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"},{"kind":"process","claim":"For a telecom billing or service complaint, the FCC reviews it and in many instances serves it on the provider, which has up to 30 days to respond to you and the FCC. Not all complaints are served; some are shared internally or referred to another agency.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC does not resolve individual complaints about loud commercials, indecency, unwanted calls or texts (including robocalls) and unsolicited faxes. Those complaints inform enforcement and policy work.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC sends an email confirming receipt, and periodic updates for complaints served on a provider. You can reply to one of those emails to update the complaint.","source":"https://consumercomplaints.fcc.gov/hc/en-us/articles/202752940","last_verified":"2026-10-12"},{"kind":"process","claim":"The FCC says to try to resolve the issue with your provider before filing. There is no filing charge for an informal complaint and you do not need to appear in person.","source":"https://www.fcc.gov/consumers/guides/filing-informal-complaint","last_verified":"2026-10-12"}],"notes":"The FCC does not resolve every individual complaint; for some issues it has no authority and points you to another agency. Checked by loading fcc.gov and consumercomplaints.fcc.gov pages on 2026-10-12 (the informal complaint guide was last reviewed February 17, 2026)."}},{"index":4,"rung":"state_agency","agency_kind":"utility_commission","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"Mail the Notice of Dispute and allow at least 60 days; then send a Demand for Arbitration to DIRECTV and the AAA. The consumer generally pays the $200 AAA filing fee.","channel":{"id":"arbitration-notice","type":"mail","label":"Notice of Dispute (and Demand for Arbitration copy)","value":"DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801","notes":"Use the form at directv.com/arbitration-forms or a letter with name, account number, services, description of the claim, relief sought with calculations, and signature. Keep a copy.","source":"https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf","last_verified":"2026-10-12"}}],"security":{"official_domains":["directv.com"],"never_asks":[{"kind":"policy","claim":"DIRECTV representatives will never reach out to ask for personal or account information.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"DIRECTV representatives will never ask you to pay upfront for discounted services or promotions, or to replace your current equipment, and will not accept prepaid or third-party retail gift cards as payment.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"known_scams":[{"kind":"policy","claim":"Scammers ask for advance payment for 'discounted services or upgraded equipment', often by prepaid credit card or retail gift card, and may give a toll-free number to seem legitimate.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"},{"kind":"policy","claim":"Fake emails, texts or social media messages ask you to 'verify your account', or claim an order was cancelled, a payment failed or fraud was detected.","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}],"report_phishing":[{"id":"report-fraudulent-account","type":"web_form","label":"Report a DIRECTV account opened in your name (identity theft claim)","value":"https://accountverification.directv.com","source":"https://www.directv.com/support/article/000086841","last_verified":"2026-10-12"}]},"credibility":{"grade":"A","primary_share":0.977,"sources":{"primary":42,"other":1},"verified_from":{"page":25},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 43 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-12"},"dossier":{"title":"DIRECTV — how complaints actually go","last_verified":"2026-10-12","file":"dossiers/directv.md","markdown":"## In short\n\nCall 800-531-5000 or use chat; the same number handles cancellations, and cost-related cancellations are routed to a \"personalized cancellation\" call. DIRECTV does not prorate refunds, so cancel near the end of the billing cycle. Return leased equipment fast: satellite receivers within 21 days of termination, DIRECTV STREAM devices within 14 days. DIRECTV representatives never ask you to pay upfront for a discount and do not accept gift cards.\n\n## How complaints actually go\n\n- Customer service is 800-531-5000 (also the cancellation line); chat is on the customer service page; the main number is 1-800-DIRECTV (800-347-3288). [DIRECTV customer service](https://www.directv.com/customer-service) [DIRECTV](https://www.directv.com/)\n- DIRECTV says most bill or service concerns can be resolved by chat or 800-531-5000; otherwise the dispute process starts with a Notice of Dispute and at least 60 days for DIRECTV to investigate, then a Demand for Arbitration to DIRECTV and the AAA. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n- The Notice of Dispute goes to DIRECTV, LLC c/o CT Corporation, 1209 Orange Street, Wilmington, DE 19801, using the form or a signed letter with your account number, claim and requested relief. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n- Arbitration terms in agreements before November 7, 2023 are posted separately; the current Residential Terms of Service govern newer accounts. [DIRECTV legal policy center](https://www.directv.com/legal/legal-policy-center/)\n\n## What tends to work\n\n- DIRECTV's cancel page routes cost-related cancellations to 800.531.5000 for a personalized cancellation; ask what offers are available on that call. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- Cancelling during a free trial ends service immediately with no charge. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- DIRECTV sends return instructions and prepays shipping by UPS, FedEx or US Mail; keep the tracking number. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- If someone opened a DIRECTV account in your name, file an identity theft claim at accountverification.directv.com. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n\n## Traps and fine print\n\n- DIRECTV gives no prorated credit or refund for partial periods unless the law requires it; service stays on until the end of the billing cycle. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- Customers with a contract may owe a fee for the months left on it. [DIRECTV cancel help](https://www.directv.com/customer/cancel-help)\n- The equipment lease agreement (2016 PDF) charges $45 per receiver and $135 per DVR not received within 21 days of termination or returned damaged. [DIRECTV equipment lease agreement](https://www.directv.com/dtvassets/dtv/directv_marketing/agreements_and_policies/EquipLeaseAgrmt_English.pdf)\n- DIRECTV STREAM devices must be returned within 14 days after cancellation; otherwise the non-return fee is $120. [DIRECTV STREAM cancellation policy](https://www.directv.com/legal/directv-stream-cancellation-policy/)\n- In arbitration the consumer is generally responsible for the $200 AAA filing fee. [DIRECTV dispute information](https://www.directv.com/dtvassets/legal/dtv-arbitration-information_resolving-dispute.pdf)\n\n## By the numbers\n\n- ACSI Entertainment Study 2026 (data July 2025 to June 2026): DIRECTV satellite 71 and DIRECTV streaming 72; the subscription TV industry scored 72. [ACSI press release](https://theacsi.com/news-and-resources/press-releases/2026/08/18/press-release-entertainment-study-2026/)\n\n## Scams that target customers\n\n- DIRECTV representatives will never reach out to ask for personal or account information, ask you to pay upfront for discounted services, promotions or replacement equipment, or accept prepaid or retail gift cards as payment. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n- Scammers ask for advance payment for \"discounted services or upgraded equipment\", often by gift card, and may give a toll-free number to seem real. Contact DIRECTV only through the number on your bill or the official website. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n- DIRECTV says to report phishing or social engineering at IC3.gov and email fraud to reportfraud.ftc.gov and reportphishing@apwg.org. [DIRECTV: recognize and avoid scams](https://www.directv.com/support/article/000086841)\n"},"guide":{"key":"internet_tv","title":"Internet, cable and satellite TV — how complaints work","last_verified":"2026-10-12","file":"guides/internet_tv.md","page":"https://escalate.alexgaoth.com/#/guides/internet_tv"}}