On 4/4, I tried to pay my DirecPath Internet bill online. I received an error message alerting me that my account had been deactivated. I called customer service.
Through my conversation with the rep, we found out that my condo building has two units with the same unit number: # 406 and PH 406 (short for penthouse). These are two separate units within the same building and are not related in any way.
I live in #406. My account was incorrectly listed under PH 406. I was told that PH #406 called to cancel their service on 3/29.instead, my account was cancelled. The rep called the owner of PH #406 to confirm. Despite our confirmations, I was told that DirecPath was unable to change this in their system and create two separate accounts.
I’ve spoken with 3 reps, including a supervisor and no one has been able to solve this problem.
This is problematic is two ways:
1. You cannot technologically correct this error. This is a glitch in your system that needs to be corrected.
2. More importantly, this is a serious breach of security and my privacy. Another account holder – with a completely different name – was able to call and cancel my account…apparently only needing to verify the address.
My credit card and personal information is linked to my account. Is it extremely concerning that another person was able to access my account. When the rep saw my name linked to the account (or this was clearly overlooked), why was this not questioned?
Today, I ask that:
1. This be rectified in your system and two separate accounts are created.
2. An understanding of how this happened and an assurance that this can’t happen in the future
3. Reimbursement for the time that my account was deactivated (3/29)
If I have not heard from you by the 30th of this month, I will take action.
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