[mtherien]

Someone recently added a bunch of Premium and Sports packages to my account without my authorization! After a call to a CSR, I learned that you can place a password on your account to prevent such a thing.

Just something I wanted to pass along to people who didn't know you could do this.

I was on the phone with DirecTV CSR's for about an hour trying to clear this up, which is why I am posting this message.

Here is the story...

I received an e-mail from DirecTV confirming the changes I made with a CSR. I was surprised to see this E-mail since I haven't made any changes in a long time. After logging into my account, I found that all the Sports Packages, Showtime, Starz, and the DirecTv access magazine was added to my account!

I immediately called DirecTV and explained that I did not authorize these additions. They asked if I had a password on my account, which I did not. I have been a customer of DirecTV for a long time and I have never been asked to set a password. Apparently the only verification DirecTV does is validate your phone number and name with their records. So someone called with my name and number.

After going through 3 CSR's, I finally got the packages removed, but the charges haven't been reversed yet! The last CSR explained to me that he wasn't authorized to credit this large amount and had to send a request to his supervisor. I'm waiting...

My question, what advantage does anyone have by doing this? I cannot see how someone could gain from this...

 

[HarleyD]

Someone recently added a bunch of Premium and Sports packages to my account without my authorization! After a call to a CSR, I learned that you can place a password on your account to prevent such a thing.

Just something I wanted to pass along to people who didn't know you could do this.

I was on the phone with DirecTV CSR's for about an hour trying to clear this up, which is why I am posting this message.

Here is the story...

I received an e-mail from DirecTV confirming the changes I made with a CSR. I was surprised to see this E-mail since I haven't made any changes in a long time. After logging into my account, I found that all the Sports Packages, Showtime, Starz, and the DirecTv access magazine was added to my account!

I immediately called DirecTV and explained that I did not authorize these additions. They asked if I had a password on my account, which I did not. I have been a customer of DirecTV for a long time and I have never been asked to set a password. Apparently the only verification DirecTV does is validate your phone number and name with their records. So someone called with my name and number.

After going through 3 CSR's, I finally got the packages removed, but the charges haven't been reversed yet! The last CSR explained to me that he wasn't authorized to credit this large amount and had to send a request to his supervisor. I'm waiting...

My question, what advantage does anyone have by doing this? I cannot see how someone could gain from this...

Just to mess with you. Like ordering a dozen pizzas to be delivered to someone else.

I'll bet one of the Bengals is behind it. Gang of thugs there.

 

[cbeckner80]

I didn't even know you could create your account on line with out a password. Shows how naive I am, and I thought I was above average computer literate. :eek2:

 

[mjones73]

I think he means a password you can say to the CSR as an extra layer of identification.

 

[Ken S]

My question, what advantage does anyone have by doing this? I cannot see how someone could gain from this...

May have been a mistake or, worse, a CSR trying to hit some sort of goal/quota. If it was a call to a CSR than DirecTV should have the records of where it came from and what time it came in. They should have also asked for identifying information before changing the account.

 

[bhelton71]

I didn't even know you could create your account on line with out a password. Shows how naive I am, and I thought I was above average computer literate. :eek2:

This is a 'second' password - you still login with a username/email and a password, then online you are prompted for the second password or when you are calling in - you have to give them the second one before they open your account for transactions.

 

[Upstream]

Could it have been someone else in your home (spouse, child, roommate) who just wanted the extra services, or an (ex)friend calling from your home to harrass you?

 

[mtherien]

Could it have been someone else in your home (spouse, child, roommate) who just wanted the extra services, or an (ex)friend calling from your home to harrass you?

That is what the CSR asked. In my case, my kids are too young to dial the right numbers on the phone and my wife doesn't get involved with the electronic "toys" in the house.

My guess is that it is someone that I know, only because they would have needed my phone number, my name, and know I have DirecTV. (of course the dish on my house gives that away) I just don't have a clue who.

 

[Doug Brott]

Sorry to hear that mtherien .. It's very good that DIRECTV sends out the e-mail notices as you were able to correct the situation quickly because of the notification. Also, thanks for letting folks know about the password option when calling into the DIRECTV call center.

 

[rudeney]

It’s a bit scary that D* would allow account changes with simple publicly available information like a phone number and name. I know they use CID to match callers to accounts. I would think that if someone called from a number other than the one listed on the account that they might try to verify something additional, like last 4 of SSN.

Hmm, I can see it now! The newest scam will be to buy a cheap crappy receiver on eBay or Craig’s List, then call and add it to your neighbor’s account and enjoy some porn until he gets the bill! :eek2:

 

[Drew2k]

It's a bit scary that D* would allow account changes with simple publicly available information like a phone number and name.

Most utility companies are like this: telephone, cable, power. Simply call up, verify name, phone number and address, and the agent will do what you ask.

I've found it's only been banks and credit card companies that have required additional layers of security, so it's good to know DIRECTV offers it as an option.

 

[xarxa]

Someone recently added a bunch of Premium and Sports packages to my account without my authorization! After a call to a CSR, I learned that you can place a password on your account to prevent such a thing.

Just something I wanted to pass along to people who didn't know you could do this.

I was on the phone with DirecTV CSR's for about an hour trying to clear this up, which is why I am posting this message.

Here is the story...

I received an e-mail from DirecTV confirming the changes I made with a CSR. I was surprised to see this E-mail since I haven't made any changes in a long time. After logging into my account, I found that all the Sports Packages, Showtime, Starz, and the DirecTv access magazine was added to my account!

I immediately called DirecTV and explained that I did not authorize these additions. They asked if I had a password on my account, which I did not. I have been a customer of DirecTV for a long time and I have never been asked to set a password. Apparently the only verification DirecTV does is validate your phone number and name with their records. So someone called with my name and number.

After going through 3 CSR's, I finally got the packages removed, but the charges haven't been reversed yet! The last CSR explained to me that he wasn't authorized to credit this large amount and had to send a request to his supervisor. I'm waiting...

My question, what advantage does anyone have by doing this? I cannot see how someone could gain from this...

I had to do a similar thing a few months back. I got my bill and it had a PPV charge for a boxing match. I had not ordered this and was out of town on that day and no one had access to my D* boxes to order this. The only thing I can think of that led to this charge is computer error.

Had to spend about an hour on the phone with the CSR and her supervisor until they agreed to waive the PPV charge and they would only do so if I put a password on my account. I had no problem with that as I don't want to go through that hassle ever again...

 

[gfrang]

Just to mess with you. Like ordering a dozen pizzas to be delivered to someone else.

I'll bet one of the Bengals is behind it. Gang of thugs there.

Or someone with a basketball jones.

 

[ansky]

I called last week to order a premium channel. I never even had to speak with a CS rep, I just ordered it through the automated phone system. I couldn't believe there was no security whatsoever. I just typed in my phone number, pushed a couple buttons, and that was it.

 

[finaldiet]

Have always used password. Didn't know you could have a second one since I was never asked for one when calling or ordering. Will check that one out.

 

[rey_1178]

May have been a mistake or, worse, a CSR trying to hit some sort of goal/quota. If it was a call to a CSR than DirecTV should have the records of where it came from and what time it came in. They should have also asked for identifying information before changing the account.

some people just like to mess with others for free. what do they gain out of this? personal satisfaction. i personally will never understand that. :nono:

 

[Maniacal1]

Years ago, when I was forced to subscribe to DirecTV services through Pegasus, they required a password on the account. It's still on my account today. I guess I'll keep it.

 

[tadtam]

On D* website you can add a security question. I did not have this feature, only had username and password. After reading this I added a security qestion and answer for added protection..

 

[ricochet]

I called last week to order a premium channel. I never even had to speak with a CS rep, I just ordered it through the automated phone system. I couldn't believe there was no security whatsoever. I just typed in my phone number, pushed a couple buttons, and that was it.

Is the phone number on your account (ie. the number you typed) the same number you were calling from? If so then that is the security. If not then I agree it is a little too open.

 

[computersecguy]

On D* website you can add a security question. I did not have this feature, only had username and password. After reading this I added a security qestion and answer for added protection..

Becareful on this. Normally, the security question is there to allow you to reset your password or to have the password sent to you. It is not normally used as a second layer of protection. Also be careful of the questions/answer that you provide. A quick search through myspace, classmates, linked in and so forth might easily come up with an answer for a given person.

Actually the best recommendation that came out of this thread is to ensure that D* has an email address listed for you that you check on a regular basis to detect misuse such as this. Not knowing what D*s policies are, it might be easy convince the CSR that the password was forgotten, or the spouse set it up and left you a year ago. There are almost always procedures to provide customer assistance, because they would be chastised if they refused a legitimate user service.