Stolen money

First, there are no "you" located here. This is only an open subscriber forum. Second, this is not AT&T but the DirecTV Stream forum, a service under DirecTV. DirecTV is a separate company from AT&T. No one here can help you. No one has access to accounts since we are all just subscribers. You need to contact AT&T for assistance. Good luck.

https://www.directv.com/legal/directv-identity-theft-and-fraud/

At&t was paid as that was what agreed upon, but since we got that, direct tv streaming starting taking money from the same account that was used for at&t. We contacted at&t, and we were told that it was fraudulent charges and forwarded us to customer service of direct tv streaming. At that point, direct tv streaming customer service hung up on us. Where do we go now? 

A fraud charge has been opened at the bank but we need to speak to someone without getting hung up on. 

Please use the link provided earlier by @litzdog911 

Thank you so much for all of your help! It's greatly appreciated. 

Hi @Cheersfriend, thank you for bringing this to our attention. We're ready to give you a hand.

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums)

We'll be waiting for you there.

Johan, DIRECTV Community Specialist

We're still trying to get the issue resolved with the fraud. We keep getting the run around. We were told in order to get the $1,222.00 back that was stolen we have to pay $30 and then it can take up to two weeks to get back the full amount in two separate transactions. We asked for a head manager, district, regional, or even CEO. We haven't heard anything. It has been 12 days since my initial review and still no closer to getting back our stolen money. Our last phone call was June 25, 2022. That is when we told your staff we will NOT give you the account number or pay you money to refund money that the company ILLEGALLY stole. Your customer service is needing some training. We are extremely dissatisfied with this entire company. 

@Cheersfriend it’s not ‘your’ company as we are customers on a public forum. We subscribe to DIRECTV service and do not have any sort of job or work with them. So, it’s not our company. You may try a BBB complaint. Have you attempted to use the link that @litzdog911 provided?

@Cheersfriend 

The streaming service went through multiple names. First it was DIRECTV TV NOW, then AT&T TV NOW or just AT&T TV, and now it is DIRECTV STREAM. Signing up for AT&T, if you meant a streaming TV service from them, then that is just the current name. (Unless they rebrand again of course).

You did not call us. This is a public forum of other customers, not official support. For official support you follow the contact us links on the website.

If by "top person in charge" you mean the CEO/owner, that is not going to happen. They don't deal directly with customers, that is what all the employees are for. You can file a BBB complaint as that goes to the corporate level.

For any of that contact, your boyfriend must do so as is his bank account (and presumedly the service account is in his name).

I would start with their proper dispute form. That way it goes through proper channels. Identity Theft and Identity Fraud - Legal Policy Center (directv.com)

get the $1,222.00 

That amount would not be a month or 2, but a long period of time. I would suggest your boyfriend start paying attention to his bank account a lot more frequently. A lot of companies have a 60- or 90-day billing dispute policy as they expect to be notified within a reasonable time if there is something you don't agree with.

In the end it is his responsibility to dispute the unauthorized account and watch his own finances. I hope he is doing his part and not expecting you to do everything for him.

It wants a social security number and a lot more information. At&t is who we have a monthly bill with. DirecTV streaming is the ones whom stole the money illegally. We are not giving them more of his information so that they can do it again. Instead, we are warning others of their illegal activities. DirecTV streaming stole money and refused a refund unless we pay them and sign up. That will never happen. They need to still refund the money. So what is the next option? Will the BBB get me in touch with corporate?

Setting up service requires the SSN because of the credit check. That is why the identity theft dispute requires it as you are disputing services attached to it. Similar process with other companies. They already have it, you are just disputing services attached to it.

You have the next option which is the dispute form. If you refuse to go through the process than I guess chalk up that money as the cost of lesson learned to be more watchful of finances.

A BBB complaint goes to corporate, which often results in them contacting you. But that is expected to circle back to "well did you file a identity theft dispute?" putting you back to your current state of refusing to do so. It is an attempt, but be prepared there are still processes to follow whether you like them or not.

If an agent made an honest mistake or did this on purpose, it does need to be fixed. This is not status quo as you make it sound. What you should be warning people is to look at their finances more than every year or two, as that would have caught any concerns well before you passed $1,000 in the monthly bills. My rule of thumb is when you start any service, or make changes to an existing one, then check finances and bills in detail for the next 2 months at minimum. The first to check setup as expected and any partial or one-time up-front charges and the 2nd which would be bill going forward.