New Member
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2 Messages
Account Hacked
Someone either called pretending to be me or got into my account. They upgraded my monthly plan to the most expensive, added NFL Sunday Ticket, Show time, and a porn channel, more than doubling my bill. To make matters worse, my 24 month contract was due to be up next month, now Directv is telling me I'm locked in for 2 more years because of the monthly plan being upgraded. In the search bar, I can even see where recent searches are for Spanish Language TV programs such as Argentina Futbol. Noone in my house speaks Spanish whatsoever. I've searched online and see that this is an issue plaguing Directv customers all over the country, and Directv will not do anything about it. Directv is making money hand over fist because of this at the customer's expense and it's complete crap. Their only solution was to change offer to help me change my password, as if I didn't already do that immediately.
Juniper
ACE - Expert
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23K Messages
2 years ago
Changing the plan has no affect on the service agreement. Upgrades of equipment come with a 24 month agreement (only effective once equipment is installed/activated). There are some 12 or 24 month discounts that come with an agreement for the same time.
I would call DirecTV back and speak to a retention specialist (say "cancel" at the voice prompt) as they are usually more experienced, though you can request one of their supervisors as well if it gets to that point. If that fails, I would go with a BBB complaint as that goes to the corporate level.
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StClare
New Member
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5 Messages
2 years ago
If you ended up with a new service agreement then it is possible someone added a receiver to your account that is in their possession and is adding programming with their remote. I am a Directv employee and my group deals with this issue and I assure you we are taking it very seriously. Check the number of receivers on your bill against what you actually have in your home. If there is a discrepancy then we need to fix that and make sure your account is secure. Your online password, your Directv verbal password, and your ATT 4 digit passcode, if you have one, are three separate things. Your Directv verbal password needs to be added or changed with an agent.
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sgt22
New Member
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2 Messages
2 years ago
I do have an extra receiver on my bill than what I have in my house!
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StClare
New Member
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5 Messages
2 years ago
Call us right away to report an extra receiver. The agent should not deactivate the receiver...they should escalate your account to us and one of us will contact you. Leave the best contact number and time of day. We are here M-F 10:45 to 6:45 CT.
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Juniper
ACE - Expert
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23K Messages
2 years ago
@sgt22
Call the official customer support phone number to make sure you are spekaing to an actual employee. If there is an extra TV that you don't have, then that is most likely where that new agreement came from.
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shannon02
ACE - Expert
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21.1K Messages
2 years ago
Since StClare doesn't have the employee box don't do anything they say.
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StClare
New Member
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5 Messages
2 years ago
Shannon I don't have the employee box because I am an employee, as I said. There is nothing nefarious about telling someone to call customer service. Note I did not leave a phone number...always call the number on your bill to make sure you are speaking to a representative of the company, and that goes for any business you contact.
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litzdog911
ACE - Sage
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46.4K Messages
2 years ago
@StClare
If you're truly an employee then you're violating your company policy. Your posts should have the "employee signature" designation.
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StClare
New Member
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5 Messages
2 years ago
I checked the employee box, sorry I tried to help.
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Juniper
ACE - Expert
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23K Messages
2 years ago
@StClare
That makes no sense and seems to be a contradiction.
IF you are an employee than per the forum rules you must be identified as such to post as one. Whether that is on the official forum help team or as an recognized employee on their personal time. Otherwise claiming to be an employee with no verification makes you look like a scammer.
Trying to help is fine, but as an employee there are appropriate steps to take.
(edited)
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litzdog911
ACE - Sage
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46.4K Messages
2 years ago
I checked the employee box, sorry I tried to help.
I don't know what that means. Your manager will likely need to work with DirecTV's social media team to add the appropriate "employee" flag to your forum account.
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ICHYWT
Former Community Manager
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305 Messages
2 years ago
@StClare,
You checked the employee box, but also did not post your employee ID on the signup page. Please read and study the community guidelines here, https://forums.directv.com/page/DIRECTV-Community-Forum-Guidelines
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StClare
New Member
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5 Messages
2 years ago
I was not given an opportunity to enter my id and when I try to edit my profile that part is grayed out and doesn't permit any entry. I will bow out of here now, sorry. I saw an issue I deal with every day and wanted to make sure it got resolved, nothing more.
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Juniper
ACE - Expert
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23K Messages
2 years ago
@StClare
Trying to help is appreciated, and certainly a relief from those that just come on the forum to be toxic.
We were just cautioning that a post seeming to indicate official help, but not being officially identified as an employee, goes against the forum guidelines. Wasn't intended to be offensive to you in any way, just making sure you were going about it the proper way.
As @ICHYWT (Community Manager) has joined this disucssion, perhaps they can help get your profile updated. That way you continue to help as desired and will avoid any confusion or understandable suspicion (as there have been some in the past pretending to be official help). There have been some big updates to the forum recently which may have accidently locked out that data entry box for ID that you need.
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