We have been charged over $400 for PPV porn movies we could not have possibly ordered. We did have a "lock" on the channels but that was worthless. Over the course of 3 days, 28 movies were downloaded between 5:00P.M. And 10:30 P.M. On several instances 3-4 different movies were ordered for the same time period. Our Dish receiver showing an index of all the movies (we supposedly) orderd is not a DVR and can not even download or record anything. Additionally, the movies were ordered from stations that we had programed to be "hidden" so they didn't even show up on our station guide as an option.
I spoke with three different customer service agents. It was as if they were reading from a script. They all said the same thing insisting that the movies were ordered from OUR receiver using the remote. Each agent told me to talk to my husband about ordering the programs and if it wasn't him, suggested that it might be some teenage boy in our neighborhood coming into our house and perhaps we should lock all of our doors.
One agent graciously agreed to remove 1 movie but we are still responsible for the remaining charges. They insisted that those movies were ordered from OUR receiver in OUR home ergo, we must be lying or else someone broke in and watched porn movies for 3 days in our bedroom unnoticed. Most of the movies were ordered during the time we were home. I can attest to the fact that there were indeed no intruders or teenage neighborhood boys in our home recording and watching porno movies in our bedroom during the times the movies were downloaded. Besides, we have an 80 lb. Surley house dog that doesn't even like the neighbors.
I wanted to know how this could happen and if they have had any other complaints of this same nature. Of course this is the first any of them have heard that it didn't turn out to be a spouse, family member, friend, or some "neighborhood teenager", They again insisted that the only way to order was from OUR receiver and OUR remote. The charges stand.
I inquired about the possibility of someone hacking through the phone lines. Their response was "the movies were ordered from YOUR receiver through YOUR remote" and wouldn't even discuss the possibility that such a thing might exist. When I asked how to keep this from happening again all three suggested I reset the locks and not tell my husband or anyone what the code was. As I said, the codes were set prior and obviously useless in this situation. Their other suggestion was to take away our credit and set a zero limit so nothing else could be purchased. Of course this would effect our credit rating. One agent even admitted that it wasn't a good idea.
When my husband called customer service hoping to solve the problem, he was told exactly the same thing the other three agents told me and that the only thing they could do was to set our credit to zero. Again it was suggested that he check around the neighborhood for someone i.E. Some teenager, coming into our house and downloading. It's a good thing he hung up when he did.
Clearly, Dish Network is quite aware that their equipment and/or software is susceptible to hackers, or perhaps it's some mysterious billing virus that lurks in the billing department adding porno program charges to customer bills at random. Regardless, Dish Network continues to deny, deny, deny then has the tenacity to place the blame on the customer/victims. Worse, they refuse to rectify or even address the problem. Obviously they have no problem or guilt with reaping the financial benefits this situation creates. (Remember World Com???)
Further, Dish Network has failed to adequately inform their customers that any such problem exists and the possibility that the customer may be exposed to becoming financially responsible for unauthorized charges.
In any case, I believe Dish Network is responsible for informing their customers of this problem. I also believe Dish Network is responsible for finding and fixing this problem despite the cost or loss of financial gain to the company and NOT at the expense and humiliation of the consumer.
I work hard for my money and I'm not going down without a fight. If I want $400 worth of porno in my bedroom, it's not going to come from Dish Network. At the very least, they should offer the victims a "kiss" and say "I'll call you in the morning..."
Penny
Boise, Idaho
U.S.A.
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