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 Phantom VOD Orders (3 in past 2 months)
Posted Mon October 11, 2010 2:23 pm, by Austin B. written to Dish Network (Echo Star)
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Hi
I have 2 issues with my previous bill. I have contacted customer service and (surprise!) they responded by telling me that no action would be taken. So I am trying this forum because it worked for me a couple years ago when I had a problem.
My 1st issues is that on my most recent bill, I am showing 2 VOD charges for $6.99 each. Both are for 'Hot Tub Time Machine', which I DID NOT order on Aug 30 or Sept 6. In fact, I was home alone that entire week while my family went on vacation, so unless a burglar came into my house at night, sat down in my house, and ordered a pay-per-view movie, it didn't happen. It's worth noting that I have been charged for VOD that I didn't use more than once in the past, but I haven't said anything in the past. I don't know if there is something wrong with my DVR or not, but I know that I didn't order VOD either of these times.
The 2nd problem I have with my bill is the $5.00 'service change' that is on my bill. I understand why this charge exists and have paid for it before, but this time I do not feel like the charge is valid. I had changed to 'DISH America Gold' because the website had indicated that this was a slightly better option for me at a cheaper price. After I made the change on-line and went home to watch some TV that night, I realized that the DISH America Gold plan was not as advertised. There were not nearly the amount of channels available that the website listed. So I made the change back on-line that next day, where I was charged $5. Because I made these changes in good faith based on the (erroneous) information on the website, I don't feel that this charge is valid.
Please remove these charges from my account and let me know if any additional information is required.
Thanks
Austin Byers
PS I got my new bill today, and it had ANOTHER VOD (The Back Up Plan) that I did not order!
Please refund my money - I have no problem with paying for what I use & sign up for, but I don't expect to pay extra because of a faulty receiver or other DISH related problems
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Hi, this is Alicia Brink. I'm with the Executive Offices of DISH
Network. I apologize about the confusion on your programming changes.
Generally when you change a package and have it less than thirty days
and change again we charge the fee for service change. If there was
incorrect information provided to you by our website I would be more
than happy to look into it for you. If you want to email me the
details of channels as well as your account number and contact phone
number I can work with you to get this resolved. With the VOD orders,
you do have to be connected to a phone line, and use the remote
control to place the order. If your remote is addressed to the same
UHF that a neighbor is this may cause an issue. We can re address your
remote to a different address to help prevent this. We also have
additional steps in place to prevent PPV and VOD from being ordered on
your account. If you would like the steps to take on lock out PPV or
VOD orders please let me know in your email as well. I appreciate your
patience. My email address is Alicia.Brink@DISHNetwork.com
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by Jo23 Posted Wed October 13, 2010 @ 4:58 AM
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Do you order VOD that often? If not, I wonder if you couldn't just
have it blocked somehow. I have Dish too and haven't had this problem,
but I thought there was some way to make it so that movies couldn't be
ordered (like if you have kids and want to block them out). Not
implying that your kids ordered it, but if you have it set so that
nothing can be ordered without a phone call then maybe they will be
less likely to get away with charging you for these phantom orders. I
would think that they would at least refund you for Hot Tub Time
machine being as it would be unlikely that a person would order the
same movie twice.
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Okay, very dumb question here. I did see your previous letter about
this.
Is it possible that you have your satellite service run through your
computer? If so, could someone (neighbor?) be hacking into your
computer/in-home network?
I know it sounds dumb, and I"m not very technically minded, but I know
an IT guy whose home wireless connection got hacked into by the loser
neighbor kid.
It's just a thought.
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