Directv Response to My Fraud Claim

Hi, @ohaces. We'd like to know more about the fraud claim. We'll send you a DM to gather more details. Sophie, DIRECTV Community Specialist

What was the "fraud" dispute? Perhaps the exact situation had a different path and we can help you go to the next step.

A service address a thousand miles away was set up without my knowledge under my account number.  I found out about it when Directv sent me an email with the set up information and how much the service would be per month, invoice to follow.  

I called and after several transfers and over two hours on the phone they claimed they had fixed it but could not tell me how it had happened.  Customer service suggested that I file a fraud claim since the change had been made under my account number.

I just seemed rude to me that after all I went through including calling the police they send me an email that says nothing.  And the extra slap in the face was if you have questions, call the above without any contact information.

Just venting I guess.

You say under your account number, was this with a Movers order? If not then it would be a separate account as you cannot have multiple service addresses under one (as it affects locals, regional sports, and taxes). Though perhaps a Movers 2nd home order (so started referencing the original account before creating the 2nd).

If customer support was able to fix it, then I see why the Fraud/Identity Theft Team couldn't be helpful. As it was already fixed it was then out of their hands. Sounds like you already submitted the full report, but for reference: www.directv.com/notmyaccount 

The remaining option to take it further if you feel your concerns are not being addressed would be to file a BBB complaint. That gets forwarded to corporate and usually results in getting contact back from their Office of the President within a few business days. Not a guarantee they will have the answers you want, especially if it is more internal workings that are not for public dissemination, but it is a shot.

Hi, @ohaces. Please check the DM that we sent you so that we can look into this further. 

Thanks for your assistance, @Juniper. 

Ritchelle, DIRECTV Community Specialist

No, this was not a movers order.  There was no order.  I got an email out of nowhere from Directv confirming my service in NY.  I live in AR.  All I wanted to know was how this happened.  You say this can not happen under the account number that I have had for years but it did.  I call it a service address because that's what customer service told me.  

Please check your inbox. We've sent you a DM to further look into your fraud claim. Sophie, DIRECTV Community Specialist

To have two different service addresses means two different account numbers, even with both in your name. That is how they are regulated because of things (like taxes) that are tied to the service address itself. Not saying the situation didn't happen, only that another address would be a separate account if it was not a Movers order for the existing one. So that is 2 accounts, each with a different service address.

As for how it happened, most likely someone pretended to be you and provided convincing documentation to that effect. If they can answer that in the DM great, if not then the BBB complaint is your other option. But be prepared that if resolved they may not release any further details that may be for internal use only.

I would suggest keep an eye on your credit report and important accounts, updating security options and passwords within reason. Just in case someone tries something like this again.

@DIRECTVhelp  I canceled my account. I was told I didn't need to return the equipment. I received a bill for the equipment, so I called. I was told I was given the wrong information and I did need to return the equipment. I would be sent a shipping label. It never came. I called again, because the bill was now past due, I paid the bill to avoid any dings on my credit. I also returned the equipment. Weeks later I received the same bill for equipment that I both returned and paid for. I called again. Your rep said they could see that I returned and paid for the equipment, and when the billing cycle was complete the charge would go away. Weeks later I received the same bill. I called again and received the same information. Weeks later I called again, the rep confirmed all my previous calls, returns and payment and said they would escalate the issue. 

My account (which I have PAID FOR and RETURNED the equipment!!!!!) is now in collections. Having an extremely negative impact on my credit.

I called again to speak with a supervisor, and again they've said they will escalate it.  Again something that I have both paid for and returned, I should be receiving a refund and instead I'm in collections. I had to practically beg the "supervisor" I spoke with to call me back. This has been going on for 6 months. Hours on the phone. Absolutely no sense of urgency or concern from your company to either resolve the problem your false charges are creating for me, or to pay me back the money you owe me. This is absolutely outrageous!! Disgusting way to do business.

This is a customer to customer forum only the moderators, a few employees on their own time and DirecTvhelp read these posts.  File a BBB complaint if DTVhelp doesn't send you a DM/PM.

We're sad you left, @Egracedaley23 and understand how frustrating it can be when customer service falls short of your expectations. We'll send you a DM, so we can investigate and further help you. John, DIRECTV Community Specialist

not surprised you got different stories frpm cust service,. Since the ATT buyout, one hand of DTV support/customer service doesn't seem to know what the other hand is doing

@derwood777 

Are you now having a fraud concern after looking into options for your rentals?

AT&T has now sold off all of DTV.

probably not intentional fraud, just poor communication between DTV depts. Sales 800# quoted me one  package.  Support 800# said my account was fine as is.  DTV dealer said I had been set up on the wrong type account (years ago apparently). Never got letter  from DTV that there was any kind of problem with account. 
 Just annoying that different DTV agents cant agree on what im supposed to have. 
But  of course the dealer can set me up on the "correct" account, provided I buy new receivers thru dealer.  Dont know why DTV couldnt send new units themselves.
Just typically you purchase something on credit card you get a tracking number within a day or 2. 
 Does seem odd that I had to pay for receivers plus shipping now, but they wont ship for 20-40 days.