This morning I got a few e-mails from DirecTV confirming that I had been charged $4.99 for The Tower Heist and another $1.29 or so for a phone access fee or some sort of nonsense. Interesting. My first reaction was that this was one of those Phishing e-mails where some prince in Africa is hoping to share millions of dollars from his kingdom if only I will help him get out of the country by showing a good faith effort of entering my name, date of birth, social security number, bank account number, password, mother's maiden name and semen sample. I tend to skip my chance at the big pay day and send those e-mails directly to the Spam folder, but this one looked a little more legit.
So I logged into my direct TV account online to see exactly what was going on. Sure enough, there it was on my account, saying that we had ordered The Tower Heist and a phone charge. Obviously, we did not. We had already had one incident where our niece's little girl (The Bee) tried to order Hangover 2, so I thought maybe we could be in the wrong here, but probably not.
For years, we had Time Warner Cable and I recall just hating to have to deal with their phone support. Switching to UVerse in our last house (which rarely required any kind of customer support) was only about 90 percent better. I have not really had to deal with DirecTV in any bad way, so I just got a cup of coffee and prepared myself for the worst.
Imagine this: I call the number, confirm the number I am calling from, speak to the machine long enough to tell it I have a problem with my bill, and in less than 20 seconds, I am speaking to a real live person. A person who allows me to explain my issue without first going down a list of predetermined questions that are irrelevant to the problem. Bree was her name, and Bree pulls up my account and says that according to the records, we had some issues with ordering directly from the box so we called in to have the movie manually authorized. Before I had a chance to get upset or call BS, she asked me if the information they had was in error. That is an awesome way to calm me right the F' down. I assured Bree that neither me, my wife, nor any visitors to our home spoke with anyone from DirecTV during the time frame in question, and that we had not purchased or viewed the movie in question.
The entire investigation lasted less than two minutes and my account was credited. Further, Bree asked me if we would like to have the ability to purchase PPV movies from our account and I said yes, since we can't even find time to watch 98 percent of the TV we are paying for already. Done.
Thank you DirecTV for good customer service. Now, go find out who watched The Tower Heist and had it added to my bill. I'd start looking at all the rich princes in Africa.