DirectTV. Additional Charges. Poor customer service.

My nephew accidently ordered some daily nfl package or something and immediately let me know. No more than 5 minutes after, I called and talked with a representative from DirectTV and they informed me that no additional charges were made on my account. I figured he was mistaken and didn't actually order anything. When the bill came in, I had a $69.99 additional charge. I called in and spoke with another DirectTV agent and they saw the previous call and were going to reverse the charges. That was months ago and still nothing has been done. This happened again in December both times adding notes to remove the charges but still nothing has been done. The last time I attempted to get this taken care of, the call center rep transferred me to another department to get this resolved and it just dropped the call. I called the same number back and let them know and was transferred a second time only to have the call dropped once again. Is the policy to just say what the customer wants to hear but not actually do anything in hopes that they will forget or just give up and if they do call back just drop their call??? This is getting beyond frustrating.