Questionable Identity

[JPat]

For the last few weeks, I've been sitting in limbo waiting for an office in Colorado to contact me. The weekend after Thanksgiving, we suddenly got a blue screen on our television with a note to call customer service. The representative proceeded to tell me that our service had been discontinued and our account put on hold pending investigation into our "questionable identity". Since then, I've placed at least a dozen calls into the service center and spoken with probably every supervisor there who tells me there is nothing they can tell me, that I have to speak with this office in Colorado - of which they won't give me a phone number for. For the first two weeks, we were told someone from that office would be contacting us within 24 hours. Then it went to, "well... someone should be calling you, but you'll definitely get a letter from the office within four weeks. It’s now been three weeks and we haven't received anything and I doubt seriously if we receive anything next week. The kicker, I have a security clearance. I've always paid my bills on time and have never stolen anything. If this company damages my clearance in any way, I will definitely be taking them to court. As it is for now, we don't know what they are thinking or when they will be contacting us. We are just flabbergasted and dumbfounded at the quality of customer service and how this company treats their customers.

[HDTVsportsfan]

Supposedly there is s number to 'the president's office" of D* that some members here have reported having success calling and getting there problems resolved. Hopefully someone can come along and post that number.
I agree this would be a matter that you would want taken care of pretty quickly.

Good luck and keep us posted.

btw, what model receiver do you have?

:welcome_s

[hornetsfan30m]

For the last few weeks, I've been sitting in limbo waiting for an office in Colorado to contact me. The weekend after Thanksgiving, we suddenly got a blue screen on our television with a note to call customer service. The representative proceeded to tell me that our service had been discontinued and our account put on hold pending investigation into our "questionable identity". Since then, I've placed at least a dozen calls into the service center and spoken with probably every supervisor there who tells me there is nothing they can tell me, that I have to speak with this office in Colorado - of which they won't give me a phone number for. For the first two weeks, we were told someone from that office would be contacting us within 24 hours. Then it went to, "well... someone should be calling you, but you'll definitely get a letter from the office within four weeks. It’s now been three weeks and we haven't received anything and I doubt seriously if we receive anything next week. The kicker, I have a security clearance. I've always paid my bills on time and have never stolen anything. If this company damages my clearance in any way, I will definitely be taking them to court. As it is for now, we don't know what they are thinking or when they will be contacting us. We are just flabbergasted and dumbfounded at the quality of customer service and how this company treats their customers.


what security clearance

[Ricka]

what security clearance

Probably "Nunya"

[Earl Bonovich]

I have forwarded your thread, to some people at DirecTV... to get some more information for you. I will let you know any updates that I get.

[beavis]

I'm thinking "security clearance" is an account password.

Good luck with Signal Integrity.

[hornetsfan30m]

Probably "Nunya"


no i have seen Discussions on this site on ACCT being locked do to them shareing Signal's and i hope u know u cant do that

[JLucPicard]

That number for "the Office of the President" was killed the same time the direct number to Retention was.

[HDTVsportsfan]

Great, I must of missed the memo that went out. lol...
No surprise I guess.

[cbeckner80]

Probably "Nunya"


EXACTLY

[HDTVsportsfan]

O.K. I confess.

I don't get it.:confused: "NUNYA"

[JLucPicard]

NUNYA = None Ya Darn Business. In other words, he could tell you, but then he'd have to kill you (:) - someone had to say it!).

[JPat]

what security clearance


Sorry - you are probably more familiar with the terms secret or top secret clearance.

As for the other comment, "no i have seen Discussions on this site on ACCT being locked do to them shareing Signal's and i hope u know u cant do that"... I believe that would fall under the category of stealing, in which case you obviously didn't read the entire original post or simply wanted to make a funny comment. At any rate, thanks for the input.

JLuc, thanks for trying to get that number. Actually, I found the same deadend trail yesterday in trying to research this a little more before making a post here. I must say, I am delightfully suprised at the amount of comments. Truthfully, I anticipated a dead thread for days or weeks - but you folks are quick. Thanks for the interest and I'll keep you updated on the developments.

[JPat]

Supposedly there is s number to 'the president's office" of D* that some members here have reported having success calling and getting there problems resolved. Hopefully someone can come along and post that number.
I agree this would be a matter that you would want taken care of pretty quickly.

Good luck and keep us posted.

btw, what model receiver do you have?

:welcome_s

Forgot to mention in the last post, the receiver model number is D11-500.

[HDTVsportsfan]

Forgot to mention in the last post, the receiver model number is D11-500.

I was just wondering if it possibly had something odd do to w/ the HR20.
Not to blame the HR20 for everything odd in the world though.

[Dbadone]

It should take 4-6 weeks to clear. You should receive a letter in the mail. Something or someone triggered a Singal Integrity dispute. It could be that someone has stolen your identity in which case they are using your information. When you called in as with any fraud case the csr's are doing right by not discussing anything with you. They should of provided you with a mailing address that you could write to as well. There is no number available for them as well.

[carl6]

JPat: Once you have enough information to know what is going on, you might consider approaching your boss/commander/whatever and explain the situation and your concern regarding the clearance. Having been in the "nunya" category at one time, all I can recommend is being as up-front and open as possible.

Carl

[ralphfurley]

google "directv" and "el segundo california" you should be able to get telephone info for corp. HQ. Call the main line....say you want to talk to someone in Mr Carey's office.

that should get you corporate CSR...they will help direct you to the right person (although your issue may be different)

[JPat]

Today, I received an invoice in the mail for last month, with the amount paid up via direct debit. However, there was a note on the side of the bill that said I would be receiving an equipment return kit in the mail in the next few days and I needed to return all of my receivers to avoid being charged. I phoned the CSRs and was told to disregard the statement - that I should still be receiving a phone call and letter at some point from the office in Colorado. The best part, the statement on the envoice said, "We are sorry to lose you as a customer and hope to welcome you back someday soon"... What a hoot.

[TigersFanJJ]

When you called in as with any fraud case the csr's are doing right by not discussing anything with you. They should of provided you with a mailing address that you could write to as well.

What good is getting an address to write to when they won't tell you what is going on?

JPat, had you talked to a csr recently BEFORE all of this crap started? If so, the csr probably got confused and screwed up your account. I've seen this happen a lot more often than it should.

One time, I was on a movers connect that was getting an additional receiver activated. I called to activate the receiver and to have the locals changed to this area. The csr says, "The customer shouldn't be getting locals for that area because they live in blah blah (former address). I'm going to note the account and I'll have to transfer you to the signal integrity department." By shear luck, I was able to get the csr to stop the process so that I could explain that sometimes, on movers connects, the customer actually moves to a new address. And that sometimes when they move, it is to an area that has different local channels, as was this case.

[ApK]

This might be fact an identity theft red flag.
Don't get so bogged down with Direct TV that you forget to check with the credit agencies for any fraudulent activity. You might owe DTV a thank you for catching some suspicious activity.

If someone IS stealing your identity, your security clearance could be in jeapordy if they do some damaging financial stuff. You think it's hard to get mistakes straightened out with DTV? Try it with the Federal Government!

[JPat]

What good is getting an address to write to when they won't tell you what is going on?

JPat, had you talked to a csr recently BEFORE all of this crap started? If so, the csr probably got confused and screwed up your account. I've seen this happen a lot more often than it should.

One time, I was on a movers connect that was getting an additional receiver activated. I called to activate the receiver and to have the locals changed to this area. The csr says, "The customer shouldn't be getting locals for that area because they live in blah blah (former address). I'm going to note the account and I'll have to transfer you to the signal integrity department." By shear luck, I was able to get the csr to stop the process so that I could explain that sometimes, on movers connects, the customer actually moves to a new address. And that sometimes when they move, it is to an area that has different local channels, as was this case.

You know, my personal thought is that somehow DTV and Verizon have teamed up on this one. When we first moved in a couple of months ago, the TV wasn't an issue, but the phones were screwed up for about a month. Towards the end, the phone company was going to transfer all of my home calls to my cell phone until they got their stuff together and ended up forwarding someone else's home calls to my cell. I was ready to come unglued, but they got it all fixed right about the same time as I got a voice mail from the lady whose number they'd been forwarding to let me know that they had screwed up both our accounts and she was calling in to tell them to fix it. I assumed all was well and didn't save the voice mail, since it was, at that point, a past issue - but I'm wondering if that somehow flagged my phone number - Verizon putting the blame on me and, being that my bill is paid in one invoice (Verizon and DTV), DTV decided that I was a crook. I've thought this all along, but - as you say, how the heck am I supposed to know or not since no one will talk to me. I sent a certified letter off on Friday. Doubt it does any good, but worth a shot. Thanks for the comments. If nothing else, its good therapy for me.

[TigersFanJJ]

If somehow the lines got crossed and the receiver called out with the number showing up as the other person's number, it could very well be the root to your problems.

Anyway, I hope it gets cleared up for you.

[JPat]

I received a phone call tonight from a very pleasant person at the California office. She seemed to have been informed of the issue from this blog and confirmed there was an issue, as Dbadone has, with an identity theft or misdirection. She promised to look into it first thing in the morning with the folks in Colorado (as their office had already closed for the day) and would call me at that point. Thanks to all of you for getting this ball rolling at last.

[JPat]

I got the call back from the individual in the California office with the instructions to fax proof of identity to an individual in the Q-ID office in Colorado. A rep there called back for some additional info and said the issue had come about because of the mistake Verizon had made in forwarding someone else's home number to me. While I'm glad the system is back on and there wasn't a case of stolen identity, I'm still pretty torqued. The mistake was caused by Verizon, that is a given. However, we were shut off and stonewalled by CSRs for a month and never ONCE received the call or letter promised by DTv. I asked the rep what their process was to research and work through this type of problem and the response was a package was sent to the person making the claim of mis-identification (the other lady whose phone had been mistakenly forwarded to me by Verizon) and from there the party who actually HAS the receivers and account would be investigated and contacted at some point. So, it appears that if they can somehow find your account number, anyone - anywhere can call up DTv and make a claim against you and your service will be shut off immediately and you will be left in the dark for well over a month wondering what the heck is happening. In the end, and not until after I asked, the rep from the Q-ID said she could give me $5 off my bill for the next 6 months ($30 total) for my troubles - loss of service for over a month, literally hours on the phone trying to get some information from DTv, the embarrassment at having to tell my friends that they couldn't come over to watch the NFL ticket with me any more because my service had been shut off, and I'm still not sure if any of this crap will show up on future updates on my security clearance or not... No, it wasn't DTv's fault the phone number had been goofed up - that was Verizon's contribution, but it was DTv's fault that the issue went on for so long and never attempted to resolve the issue with me, the person whose address the receivers physically reside - and they reluctanctly offer me 30 bucks. I have no doubt the issue would still be going on if it weren't for the good people at this site and the good friend they have in California. At least I have you guys to be thankful for. You are the best!

[Blitz68]

I agree. I would call them up and get ALOT more than that after what you have been through.

[Kapeman]

This sounds like something that should go beyond a call to retention for a couple of credits. I think someone like Earl should bring this to the attention of someone high on the food chain in customer relations.

[Earl Bonovich]

Since this issue is now resolved...

I am going to close the thread, unless the OP requests, that it be re-opened.

Earl