New Member
An Adult Package Keeps Getting Added to my Account. AT&T can't stop it from happening!
A few weeks ago a received an e-mail saying: Thank you for your new Order. When I checked, I saw an adult channel/package added to my account. I called AT&T/DirecTV and told them that I did not add that package and to remove it. They did. The next day I got the same e-mail. I called again, they removed the channel and asked that I change my passcode and my password, I did both. I was told that I wouldn't be able to add anything to the account unless I called in. I was okay with that. The next day the adult package was back on my account.
In conclusion, this has happened 8 times. AT&T cannot solve the problem. I asked to cancel my account and they want to charge me a $170 early termination fee. How is that possible when I'm leaving because they cannot stop something/someone from hacking into my account? I tried to escalate the situation and it doesn't go anywhere. Any ideas of what I can do next?
Constructive
Employee
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34K Messages
5 years ago
because its in the terms of service. you cant cancel because someone has enough information to add services and not pay the fee, the only time they ever waive the etf is if you move and the installer cant get a line of site
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Juniper
ACE - Expert
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22.9K Messages
5 years ago
@jgarciao
The account shouldn't be getting hacked. Either someone has your information so is calling, or has your login info to do so online, or an agent is inappropriately accessing the account (I might consider an accident for wrong account if it was one time, but not 8 times).
But at that many times it is more likely that someone is accessing the account through legitimate means pretending to be you, which is not the fault of AT&T/DirecTV so no ECF waiver.
Call DirecTV and when you get the voice system say "cancel" just to speak to a retention specialist (usually more experienced). See if it is being added by calling, online, TV, or agent access without call. If by TV, then on each receiver set up parental controls (including Spending Limit to $0). If online, change your login password and consider updating others (such as for your email). Even have a talk with your household.
But, if it is agent access without someone calling in, request a supervisor. That needs further escalation so they can identify the agent that is doing it and address the situation accordingly. Even in this situation don't expect the ECF to be waived, but at this point they would handle the problem internally (no longer a problem going forward after have a "discussion" with that agent) and should make sure any incorrect charges from those changes were adjusted.
So all bases are covered, if through all that the situation still continues, the next step would be a BBB/FCC complaint. Hopefully it doesn't reach that far, but 8 times is excessive. Either someone (such as in your household) is making the changes as if they were you, or there is an agent who is taking advantage of the short staffing from Covid-19 as everyone is running ragged and behind on everything. Good luck.
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