Resolved Comcast Cable — unauthorized charges (pay per view)
I opened my Comcast bill rec'd today, 10/19/09 date on bill. I saw the total amount owing of 635.38 for two months. I was shocked. There are 14 porno movies charged on this bill. The dates are Sun 9/27, from 6:30am to 2:30 pm, Mon, 9/28 8pm to 10pm, Tues 9/29 6am, Wed, 9/30 12pm, Thurs, 10/4 6amto 1:49pm. I immediately called customer service, complaining that I did not order these movies. I am a single 45yr old mother with a 12 yr old son. I do not have a husband or a boyfriend and no other males in my household. My 12 yr old does not even know what pornos are. Many of the orders were during the week when I was at work (M-F 8-5) and my son was at school. I asked if there was any way somebody was getting into my cable from a remote location, they stated that is impossible. I asked because I live in an apt. complex, they stated the movies were ordered from my home, all of them off of my DVR in my living rm. I live in a 2 bdr apt and there is no way these would have been ordered in my presence. The charges on Sunday, 9/27 had to have been done in my presence and they were not. I watch football all day on Sundays, my son was not at home that day, he was at a friend's home. I told them this and that nobody was at home during the daytime hours that week and they insisted again that it came from my home. Of course, images of some pervert breaking into my home and ordering pornos while we were gone came to mind, they stated again there was no other way any breach on their end happened. I have found information that there are illegal black boxes that are sold and all the criminals need to do is look up codes on a website and they can then get into someone's cable, including ordering pay per view. Comcast is not taking my complaint seriously, I am afraid now that someone is breaking into my home while we are not here because they refuse to acknowledge that it could be any sort of illegal activity. I heard a story from one rep at Comcast (my 2nd or 3rd call) that there was only one other similiar complaint he had personal knowledge of and that was when he states the husband admitted to ordering the porn movies. I insisted over and over again that there is no male in my household other than my 12 yr old son, I felt as if they were implying silently that perhaps my 12 yr old 7th grader was ordering the porn without my knowledge, in my small 2 bdr apt. There were also some charges on my 9/19 bill from 8/22, four movies. I did not pay attention to my 9/19 bill or I would have complained earlier. They stated there was no way they could remove the charges, insisting they were mine. They did tell me how to put a block on the pay per view, which I did. I asked to speak to a supervisor, they stated there was no supervisor present. I asked for a phone # to file a complaint, they stated there is no number for this but I can fax verification of where I and my son were during some of the charges (work and school) and I could also include a complaint with the faxed information and I could write to the "executive" customer care in Fife, Wa. So, I have to jump through all sorts of hoops to get them to investigate this. I have called the Sheriff today and left a vm for his assistant to contact me. I would appreciate an investigation to determine if I have a pervert in my home or if it is on Comcast. I want these charges removed, I refuse to pay for someone else's filth. I would appreciate if Comcast would take this seriously and not imply that it was my12 yr old son or that I am being dishonest. I know, through internet searches, that Comcast is aware of the illegal activity in regards to stolen cable and unauthorized charges, but they are not about to take any accountability for this, instead they make their faithful, long term customers feel as if they are at fault. Please review this as quickly as possible. Thank you for your time.
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