Los Angeles-area TV provider allowed security breach, member says

Los Angeles-area TV provider allowed security breach, member says

Member complaint

I began using DirecTV of Rancho Cucamonga, Calif., about two years ago. Recently, I noticed there were pay-per-view charges. When I set up the account, I explained to the sales team that the house is a vacation rental, so it was important that no one should be able to access the account without a password. I tested and verified the security was on the account during subsequent visits to the house.

I’ve had little issue with the service, and every interaction with the sales or technical support team has been excellent. My interaction with the billing department was very challenging. I wasn’t able to make the billing department representative understand the problem. She would simply state policy and rudely talk over me. She wouldn’t answer any questions about how the security fell off my account and took no responsibility for the error. She ultimately informed me my agreement was with sales, not billing, and would not remove the charges.

I then contacted DirecTV through their customer service email system and received a very formal reply the next day telling me they had confirmed the security had been re-established, but would not remove the PPV charges. No one would respond to me about how and when the security was removed from the account.

I want a $25 refund, all PPV charges removed from my account and assurance that DirecTV will take responsibility for unauthorized charges in the future.

Thomas Tappan, Chicago

Status

Penalty box

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