New Member
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3 Messages
Brazzer recurring charges
I have the same problem. Brazzers has been added to my account for 7 months and I've been fighting to get it taken off. DirecTV admits that it was not done by our household but is a glitch in their system. They said that I'm the only one that they've ever heard having this issue. I can see by all the forums that that's not the case. Every time I call to let them know they remove it and give me credit and two days later it shows up again. They keep saying that they've got it taken care of. I'm pretty fed up with DirecTV and I'm ready to just start a case with the office of the president.
Juniper
ACE - Expert
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23.4K Messages
5 years ago
Just in case, go into the parental controls of all your boxes and set limits and restrictions accordingly to be safe.
Call DirecTV (their number, not the AT&T one) and when you get the voice system say "cancel" which should route you to a retention specialist (usually more experienced). If they cannot resolve the issue, request a supervisor. I suspect the prior agents were throwing an incorrect credit type, not fixing the originating issue.
Hopefully that route gets it resolved. If not, then a BBB complaint is the next step as that hits the corporate level ("Office of the President").
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threeladylogic
New Member
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3 Messages
5 years ago
We have done all of that. We have changed both our AT&T and Directv passwords twice. We have been to several retention specialists. We have gone to supervisors. They have turned it over to IT, Fraud, and every other department. We have followed their suggestion and removed the internet connection from the receiver. Nothing has worked. I have spent countless hours on the phone and on hold. I hate quitting as that's the easy way out. Every alternative is owned by AT&T anyway. Thank you so much for your response!!
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Juniper
ACE - Expert
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23.4K Messages
5 years ago
If you've already spoken to a supervisor in the retention department, then it is time for the BBB complaint. AT&T does not own them. This takes the issue higher though a more formal process.
I only mentioned the parental controls as not everybody is familiar with them or understand that you have to set that on each receiver as they have individual settings. So was only mentioning to ensure all bases covered. Whether bad agent or system glitch, this needs to be resolved.
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threeladylogic
New Member
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3 Messages
5 years ago
I'll do just that. Again, thank you so much for your responses!
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