I called customer service concerning my service not working. After testing a tech was dispatched and a part on my dish was replaced restoring service. A day to so later I received an email thanking me for enrolling in DIRECTV PROTECTION PLAN at $20.99 a month. I don’t know if someone at the customer service group slammed me into this or did the technician do something. I did not discuss let alone agree to this. I called customer service again and was told I only received an offer for the plan. I went back an reread the email an confirmed I had been enrolled. Somewhere there is fraud buried in this. I still don’t think I’m in the correct place for resolution. Resolution is not canceling what has been done to me, it is finding out where/who cause this slamming. And what ATT, parent company of DIRECTV, will do to prevent this from happening again to another customer. Reporting this seem to be an up hill battle.
Hello there @elmendorf_gt. You can report unauthorized changes to our fraud department. If you suspect your personal information has been used to setup an unauthorized DIRECTV account, file an identity theft claim and our fraud team will investigate: https://accountverification.directv.com/app/identitytheft
Learn more here: https://www.directv.com/support/fraud/article/IDTheft
Hi @elmendorf_gt. Making changes to the account is discussed with the account owner, along with the terms and conditions, before adding it. I can check your account regarding the DIRECTV PROTECTION PLAN. Fraud and Social Engineering threats are everywhere, so if this happens, please file a claim through the link above so our team can investigate it.
It was very likely that the protection plan premier was added by the tech on site when you signed the handheld device. There's a check box there that techs check off before you sign. This is supposed to be discussed with the customer first but often times it's not because there's a lot of pressure to sell or upsell the protection plan. Customer service agents especially protection plan agents are extremely pressured to upsell so it could have been the csr too but most likely it was the on-site tech there's a way for csrs to check who signed you up but most have no idea how to do that. Call back and Have it removed.
Accepted Solution
elmendorf_gt
2 Messages
11 months ago
I called customer service concerning my service not working. After testing a tech was dispatched and a part on my dish was replaced restoring service. A day to so later I received an email thanking me for enrolling in DIRECTV PROTECTION PLAN at $20.99 a month. I don’t know if someone at the customer service group slammed me into this or did the technician do something. I did not discuss let alone agree to this. I called customer service again and was told I only received an offer for the plan. I went back an reread the email an confirmed I had been enrolled. Somewhere there is fraud buried in this. I still don’t think I’m in the correct place for resolution. Resolution is not canceling what has been done to me, it is finding out where/who cause this slamming. And what ATT, parent company of DIRECTV, will do to prevent this from happening again to another customer. Reporting this seem to be an up hill battle.
0
0
DIRECTVhelp
Community Support
•
254.4K Messages
11 months ago
Hello there @elmendorf_gt. You can report unauthorized changes to our fraud department. If you suspect your personal information has been used to setup an unauthorized DIRECTV account, file an identity theft claim and our fraud team will investigate: https://accountverification.directv.com/app/identitytheft
Learn more here: https://www.directv.com/support/fraud/article/IDTheft
Carryl, DIRECTV Community Specialist
0
0
nabukl
ACE - Professor
•
2.3K Messages
11 months ago
What unauthorized charges?
0
0
DIRECTVhelp
Community Support
•
254.4K Messages
11 months ago
Hi @elmendorf_gt. Making changes to the account is discussed with the account owner, along with the terms and conditions, before adding it. I can check your account regarding the DIRECTV PROTECTION PLAN. Fraud and Social Engineering threats are everywhere, so if this happens, please file a claim through the link above so our team can investigate it.
Carryl, DIRECTV Community Specialist
0
0
nabukl
ACE - Professor
•
2.3K Messages
11 months ago
It was very likely that the protection plan premier was added by the tech on site when you signed the handheld device. There's a check box there that techs check off before you sign. This is supposed to be discussed with the customer first but often times it's not because there's a lot of pressure to sell or upsell the protection plan. Customer service agents especially protection plan agents are extremely pressured to upsell so it could have been the csr too but most likely it was the on-site tech there's a way for csrs to check who signed you up but most have no idea how to do that. Call back and Have it removed.
0
0
nabukl
ACE - Professor
•
2.3K Messages
11 months ago
@DIRECTVhelp Carryl that has nothing to do with his issue
0
0