DBSTalk Forum banner
Status
Not open for further replies.
1 - 20 of 22 Posts

·
Legend
Joined
·
178 Posts
Discussion Starter · #1 ·
:nono: Sold house 5 years ago with dish and old Sony SD receiver and access card for new owner. This incident just occurred in June of this year.
The following edited e-mail should be educating for us all:

Dear Ms. Filipiak,

I am writing to you for help with a problem concerning account fraud, which DirecTV’s customer service department is responsible for creating and, subsequently, has provided no assistance in trying to resolve. Unpaid service charges were placed upon my .... debit card, which your customer service department stated is on file, without my knowledge or authorization. In fact, the card should not be on file as I terminated my account, number XXXXXXX, on August X, 2003, over five years ago. I have been informed I am responsible for the charges incurred and there is nothing your company will do to help me correct this situation. I have spoken with both customer service and retention concerning this.
.
Somehow, someone other than myself was permitted by DirecTV’s customer service department to obtain service in my previous maiden name by reactivating said account terminated in 2003. I have since married, and the terminated account is not in my current, or legal, name. It is apparent that your customer service agent had to have verified the account information on record by asking questions that provided the necessary, and presumed correct, information to the fraudulent caller, then seeking verification of the information that he/she provided the person activating the account. This is the only way another person could have access to the information required by DirecTV considering the telephone number in your records at the time I had service was unlisted and is not correct as I have since married, moved, and obtained another number. This information had to have been provided by your customer service agent as the unlisted number is the telephone number listed on the fraudulent account statement sent to me and charged to my .... debit card, which your customer service department stated is still on file. Since I did not originate the call and it was not from the number listed on the terminated account, your agent should have requested the telephone number listed for the account, which the caller could not have provided. This would have been an immediate alert to something amiss.

When I received a DirecTV statement, I immediately called to determine why I was being billed when I did not have an account or service. I was informed that, since my account was terminated in good standing, it was reactivated for me by using the number provided from the receiver access card. I explained that I did not have this old receiver and had no knowledge the account still existed. I stated I did not reactivate this account and service was to be terminated immediately. I have been billed, and charged $XXXX, for the period from reactivation to my notification and demand for immediate cancellation on X X, 2008.

I do not intend being held liable to DirecTV for unauthorized reinstatement of an account, or using an out of date debit card, especially considering I terminated said account five years ago. The card is only valid for a period of three years. Yes, the account number is valid, but the expiration date on the card must be verified by DirecTV as well as the three digit security code on the back of the card. This is standard security procedure when a credit or debit card is utilized over the phone or Internet and it is evident this was not properly handled by your customer service person.

I very much enjoyed the programming and service provided to me by DirecTV during the time my account was active, but I am extremely upset that DirecTV expects me to be liable for misconduct by your company, and that your procedures could allow such an occurrence. I sincerely hope you are able to assist me in having the charges removed from my maiden name, credited back to my bank account and have said account and card purged from your system.
I would prefer to have this settled solely through DirecTV. Your assistance in this matter will be greatly appreciated.


Thank you,
XXXXXXXXXXX

This is a prime example of an incompetent customer service rep. He/She did not ask for the phone number on the account, the last 4 digits on the debit card, or the last 4 digits of SSN to verify they were speaking to the proper person. The account was just reactivated after having been canceled for 5 years! This was possible only because the customer service agent looked up the activation card number provided, pulled up the old account information, and reactivated the account. It's also a good reminder for us all concerning the activation/access cards. This is what can happen if someone gets their hands on an old one.:eek2:
 

·
Registered
Joined
·
5,800 Posts
I would never have left the old receiver, but that's just me. Anyway.....

Sorry to hear about this happening to you.

You should contact your bank and report the unauthorized usage of your card.
 

·
Hall Of Fame
Joined
·
8,969 Posts
I got DirecTV in 1998, and even then, it was STRONGLY stated when you signed up that the Access Card remained the property of DirecTV and not transferrable. While you owned the receiver, your access card should have been returned when you discontinued the service. By not returning it and letting it out of your control, you set yourself up for this type of scam.

An access card isn't a lot different a credit card or other access to your financials; it is tied to your account until you return it. Always treat it that way.
 

·
Legend
Joined
·
178 Posts
Discussion Starter · #4 ·
IIP said:
I got DirecTV in 1998, and even then, it was STRONGLY stated when you signed up that the Access Card remained the property of DirecTV and not transferrable. While you owned the receiver, your access card should have been returned when you discontinued the service. By not returning it and letting it out of your control, you set yourself up for this type of scam.

An access card isn't a lot different a credit card or other access to your financials; it is tied to your account until you return it. Always treat it that way.
This did not happen to me. It was a friend. I sold the same model Sony receiver with the access card about 12 months ago, but I reported the sale to D* and had the card transferred to the friend that I sold it to. You are exactly right and that's why I posted the e-mail to help educate others that may not be aware.......BUT, D* should never activate an access card on an account that had been canceled without verifying the person activating the card was the account holder.
 

·
Premium Member
Joined
·
25,275 Posts
Also, you can easily report that as a fraudulent transaction, and the bank will kill the charges and your friend won't have to pay for it... This is why I never use a debit card to pay anything....

Always use a credit card, so that you can see a charge on your account and dispute it before it is actually paid and any money has been taken out of your account.
 

·
Hall Of Fame
Joined
·
4,792 Posts
HD AV said:
This did not happen to me. It was a friend. I sold the same model Sony receiver with the access card about 12 months ago, but I reported the sale to D* and had the card transferred to the friend that I sold it to. You are exactly right and that's why I posted the e-mail to help educate others that may not be aware.......BUT, D* should never activate an access card on an account that had been canceled without verifying the person activating the card was the account holder.
I would definitely rethink this "friendship".:eek2:

When i bought a DirecTivo off Ebay the card came with it.The CSR would not authorize it,said that card belonged to the other owner's account.I was charged $20. for a new access card,plus there inside the access card envelope was a postage paid envelope to send the other card back to DirecTV.;)

It would seem your"friend" knew all the right answers to the questions,doesn't it?.:confused:
 

·
RIP
Joined
·
6,198 Posts
HD AV,

You need to report this to your bank as a fraudulent transaction AND call the local police and report identity theft. You may want to have the bank give you a new account.

The person that did this may have access to enough information to open other accounts. So, I'd suggest, at the very least, of having a fraud alert put on your credit report. A credit freeze may be better...many states have laws allowing you to do this for low/no cost.
 

·
Premium Member
Joined
·
25,275 Posts
Ken S said:
HD AV,

You need to report this to your bank as a fraudulent transaction AND call the local police and report identity theft. You may want to have the bank give you a new account.

The person that did this may have access to enough information to open other accounts. So, I'd suggest, at the very least, of having a fraud alert put on your credit report. A credit freeze may be better...many states have laws allowing you to do this for low/no cost.
You know what the funny part of that is.... It won't stop Directv from billing him, and for his charges taking place. It is now standard procedure for a lot of banks to simply move automated billing to the NEW account, and they will not turn it off... I am dealing with something of that nature now... I canceled a service (not Directv) and they keep billing me... My credit card company even said that if I cancel the account, it will still get billed because they figure customers forget what's on cards, and so they let it bill until you move the account ot a different card... Ridiculous.. AMEX has opened a fraud investigation into the company....
 

·
RIP
Joined
·
6,198 Posts
inkahauts said:
You know what the funny part of that is.... It won't stop Directv from billing him, and for his charges taking place. It is now standard procedure for a lot of banks to simply move automated billing to the NEW account, and they will not turn it off... I am dealing with something of that nature now... I canceled a service (not Directv) and they keep billing me... My credit card company even said that if I cancel the account, it will still get billed because they figure customers forget what's on cards, and so they let it bill until you move the account ot a different card... Ridiculous.. AMEX has opened a fraud investigation into the company....
There's nothing funny about identity theft. I've had clients spend years trying to clear up messes like this. I've seen everything from $50,000 in credit card charges made within 12 hours from 10 spots around the world to HFC actually giving a mortgage to someone who had a falsified cosignor/guarantor (they stole someone's driver's license).

Yes, if you are just opening a new account they will transfer charges for a period of time. If you report identity theft and file a fraud report they will remove them and stop any future charge transfers. Banks are dealing with this on a regular basis...they know the drill.

The key to limiting the damage from ID Theft is to act very quickly and then realize it may be a year or more before everything is resolved.

To put it plainly it just s*cks.
 

·
Registered
Joined
·
136 Posts
IIP said:
An access card isn't a lot different a credit card or other access to your financials; it is tied to your account until you return it. Always treat it that way.
That's the way it was explained to me way-back-when* - always either return the access card to DirecTV or cut it into pieces (with the numbers on several pieces) and dispose of separately, just like a credit card.

It is unfortunate if DirecTV isn't still telling that to people when they discontinue service or have other transactions regarding an access card.

* way-back-when is sometime in 1998, with an RCA DTC-100. Between the time it was built and when I activated it, that generation of access cards had been compromised and DirecTV needed to send me a new one. It came with a return envelope and instructions to return-or-shred the old card.
 

·
Hall Of Fame
Joined
·
4,973 Posts
inkahauts said:
Also, you can easily report that as a fraudulent transaction, and the bank will kill the charges and your friend won't have to pay for it... This is why I never use a debit card to pay anything....

Always use a credit card, so that you can see a charge on your account and dispute it before it is actually paid and any money has been taken out of your account.
I had identity theft happen to me a few years ago and I was glad it was through the bank. They caught it the first day and I was refunded every penny as the bank is liable. I am not weary at all of using my debit card.
 

·
Legend
Joined
·
178 Posts
Discussion Starter · #14 ·
Jhon69 said:
I would definitely rethink this "friendship".:eek2:

When i bought a DirecTivo off Ebay the card came with it.The CSR would not authorize it,said that card belonged to the other owner's account.I was charged $20. for a new access card,plus there inside the access card envelope was a postage paid envelope to send the other card back to DirecTV.;)

It would seem your"friend" knew all the right answers to the questions,doesn't it?.:confused:
You misread my post and/or I was not clear. The friend this just happened to is not the one I sold my old receiver with card to. I had that card transferred to him and he established an account with D* in his name. And if you read the initial post, the person using my other friends old access card got all the "right" information from the D* customer service rep by just giving the access card number to the CSR. The CSR provided the person calling (and we have no idea who this was) the pertinent information and, evidently, then asked if it was still correct and/or current. No CSR in any company should do that, they are supposed to ask the caller for the correct information and then verify the answers against the account in the computer. Think about it for a minute and then re-read the original post.
 

·
Legend
Joined
·
178 Posts
Discussion Starter · #16 ·
PAJeep said:
Was a directv statement actually sent to the new household 5 years later or was that just the result of requesting one after noticing the charges on the debit card?
It was sent to her new address, but that was because she provided the new address for the final bill to be sent to when closing the account 5 years ago. D* has received the e-mail (see original post) and corporate called her, apologized, and has stated all charges will be credited back to her and all records of her account will be purged from the system. They realized it was entirely their CSR's fault for not properly verifying the person calling and then using an out of date (invalid) debit card on file for 5 years. Corporate D* wants to do the right thing, it's some CSR's that don't have a brain. The situation has been satisfactorily resolved.
 

·
RIP
Joined
·
6,198 Posts
As a note...it's clear from what happened here that DirecTV has some fairly serious security issues. This doesn't make them different than many consumer service companies, but it should make us all aware of just how easy it is to fool a CSR into giving out personal/confidential information.
 

·
Hall Of Fame
Joined
·
4,792 Posts
HD AV said:
You misread my post and/or I was not clear. The friend this just happened to is not the one I sold my old receiver with card to. I had that card transferred to him and he established an account with D* in his name. And if you read the initial post, the person using my other friends old access card got all the "right" information from the D* customer service rep by just giving the access card number to the CSR. The CSR provided the person calling (and we have no idea who this was) the pertinent information and, evidently, then asked if it was still correct and/or current. No CSR in any company should do that, they are supposed to ask the caller for the correct information and then verify the answers against the account in the computer. Think about it for a minute and then re-read the original post.
If I understood it wrong I apologize.:eek:

It would seem that a "new" card policy is what DirecTV needs to do.Which is what DirecTV made me do.;)

P.S. If whatever person knew the phone number and name of the person(and address) that they got the receiver from.Then they had to submit those answers for the receiver to be activated on that account.
 

·
Legend
Joined
·
178 Posts
Discussion Starter · #19 ·
Jhon69 said:
P.S. If whatever person knew the phone number and name of the person(and address) that they got the receiver from.Then they had to submit those answers for the receiver to be activated on that account.
All the person calling to activate the account knew was the number on the access card. The CSR evidently supplied all the other information for verification, i.e. am I speaking with XXX? Is your address still XXX XXXXXX XX? Is your phone number still XXX-XXX-XXXX? Remember, the phone number on the account was unlisted and that was the number on the statement sent to her. No one could have known that except for D* since it was listed in their computer. She married (name change), moved (new address), and got another phone (husband's name). Now, where did they get that info. from except D*'s CSR? And the phone number on the bill was her old unlisted number prior to her getting married and moving.
 

·
Hall Of Fame
Joined
·
4,792 Posts
HD AV said:
All the person calling to activate the account knew was the number on the access card. The CSR evidently supplied all the other information for verification, i.e. am I speaking with XXX? Is your address still XXX XXXXXX XX? Is your phone number still XXX-XXX-XXXX? Remember, the phone number on the account was unlisted and that was the number on the statement sent to her. No one could have known that except for D* since it was listed in their computer. She married (name change), moved (new address), and got another phone (husband's name). Now, where did they get that info. from except D*'s CSR? And the phone number on the bill was her old unlisted number prior to her getting married and moving.
Well no matter whose at fault.I see here in a separate post that your problem was taken care of by DirecTV.;)

http://www.dbstalk.com/showthread.php?t=140537
 
1 - 20 of 22 Posts
Status
Not open for further replies.
Top