HDMe, you couldn't be more wrong. My stepkids didn't understand how to use the DISH system all that well and they didn't understand what they were doing. I heard a "JT!!!!! HELP!!!" and I went in and my step daughter had been pushing all kinds of buttons in frustration. Apparently she'd gotten in the PPV section (as I often do) and you can't just click out using the number pad (STUPID DESIGN) and so she kept hitting "enter" and other things and accidentally activated a whole series of PPVs in a matter of a few seconds. I immediately called DISH to say she'd accidentally ordered these PPVs, (how many can you watch on one receiver at a time?) and asked if could we do anything about it. The funny thing was that she kept trying to get me to hook up to a telephone line rather than simply answer the question. Finally I realized that they were likely to just screw me and so, yeah, I just said "well, I'm not going to hook up the line".
From the CSR perspective, since the Dish system doesn't know what PPVs you have ordered if you order them via the receiver remote... there is no way she could answer your question or help or credit your account. If, as you describe, several PPVs were ordered in a span of a few minutes then it would be obvious to the CSR as soon as the receiver called in and reported them... and you probably would have been able to get a credit.
Not even being willing to connect a phone line probably implies to the CSR that you had something to hide. I'm sure they get a lot of "my kid ordered that and wasn't supposed to" explanations for people who don't want to pay for PPVs ordered. If you were staying in a hotel room, and the same kids played with the hotel remote and ordered a bunch of stuff you wouldn't have had the option of not being plugged in.
I was more or less responding to your decision to not hook up the receiver and let it get deactivated rather than fess up and connect it and negotiate honestly with Dish. There are lots of customers who do that and do watch the movies... and Dish can't tell one from the other since they aren't in your house.
These are ultimately reasons why they have these phone line fees and the audit police calling folks to double-check on things. We all get punished for the misdeeds of a few, even if we aren't doing anything wrong.