Posted on by Terry White

DirecTV responded to me!

DTV Logo


You may remember my issue from a week ago regarding a $35 Pay-per-view charge that was added to my account that I never ordered or watched. Well it turns out that my blog post made its way to Will from DirecTV and he contacted me:

“I’m a tech-blog reader who happens to work for DIRECTV. Your recent post about your account (http://terrywhite.com/?p=623) was brought to my attention earlier today and I’d like to offer my help in resolving this situation for you. I’d like to find out where the pay per view charge came from and of course make sure you’re not being charged for something you didn’t order. If you’re interested please email me hisemailaddress@directv.com or call me at XXX-XXX-XXXX.

I look forward to hearing from you. Thank you. ”

Of course I responded to him and the charge was credited to my account within hours! I’m happy to have the credit on my account and that’s all I asked for in the first place was to not have to pay for something that I DIDN’T ORDER! However, I’m still saddened that it took me blogging about it to get results. Hopefully, they will have a talk with their customer service folks and loosen up a bit.

“Thanks again Mr. White, I’ve located the account and the PPV charge in question. I’ve put in a request to have the pay per view charge and the phone transaction fee removed, you should see a credit on your next bill. I’m also looking into why these charges appeared on your account and will follow up with you in the next few days.
Thanks for the chance to resolve this; I hope to have more info for you soon.
Let me know if you have any questions.
Will”

Thanks goes out to all of the folks that responded to my original post. I’m sure your comments also had an impact on this getting resolved too.

Never underestimate the power of ONE!

6 Replies to “DirecTV responded to me!”

  2. Unfortunately, most people do not have a widely read blog. It’s sad that it took this to get your issue resolved.

  3. Terry,

    I am glad you had your problem with DirectTV resolved. Having a higher profile and a widely read blog helped . How about the rest of the world that does not have the exposure as you do get resolution to problems with providers as you have.

  5. Terry, My wife today said, What are these charges for? We had 5 ppv charges at 10.99 each, all on the same day, May 10. We looked in her appointment book, and we were not at home on the weekend of May 10. No one was home. So I called Directv, and after talking to robots and three humans, I got to the part about checking our receiver’s log, and sure enough, 5 adult movies were downloaded to our receiver, from 5 different channels, from 7 pm to 8 pm. I never ordered an adult movie and I don’t think I could have watched 5 in 2 hours. The girl, in India, I think, said the best she could do was credit us a three month subscription to Showtime. I said, no, I didn’t order these movies, and she said, well she could credit us three of the downloads. I said, no, I didn’t order these movies, and she said, let me talk to a supervisor. So I was on hold for a few minutes more. Then she said she could credit us for all 5 movies, in a one-time move of courtesy. She thought I should put a block or a password on my ordering, but I don’t see why that should be necessary, when it is just my wife and me here and the three kids are grown. Anyway, I got a one-time courtesy credit for something we didn’t do. Or did we?
    My question to you is, since you are techsavvy, is it possible the 5 movies could have been ordered by someone other than in our home? I’m concerned that maybe someone broke into our house and did this–but did not steal any of the silver or the paintings off the wall.
    Directv has always been good to us and we’ve been customers for over ten years.
    Thanks, Jeff

  6. Terry,

    I’m still having Direct TV pulled out of my house this weekend after 4 years. My experiences with them have been less than pleasant. It’ll be worth the extra $30.00 a month to go back to cable and actually be able to watch TV.

    Oh, BTW, other photographers have been complaining about Direct TV on Photo blogs not even Tech blogs. So when people take a break out of their ordinary blogging to rant about bad TV service, you know there is a real problem.

    Thank You for bringing this to light.

    All the best,
    Larry

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