Comcast charged me for movies I did not order!!

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  • Updated 4 months ago
So I've had comcast cable and highspeed internet service for 3 months now. All was well until today I went online to pay my bill and noticed some charges I did not recognize. There was about a dozen pay-per-view orders, all adult movies, orderd almost at the same time. The total in question was $140. Heres my situation: I have two daughters both under 2 years old. My wife of 5 years (we dated for 7 years) definity did not order these adult movies. I had no visitors during the time frame the orders were made. So I call comcast customer service and after dealing with two reps I asked for a supervisor. The supervisor assured me that someone in my house ordered them. I reassured her that we absolutely did not order these adult movies. Then she tries to convince me that someone in my home could have accidentally ordered them using the cable box. Yes I know accidents can happen, but 12 times? First she offered to credit 3 movies then she offered to credit half the total pay-per-view charges. To me this is unacceptable and highway robbery! Its outrageous that just because comcast says I ordered something, then I have to pay for it. The supervisor could have realized that I was telling the truth but no she insisted that someone in my house ordered those porn movies. Please comcast, dont make me laugh. Comcast does shady business. I learned my lesson, and Im warning everyone else.

Very dissatisfied,

Paul X.
pmoney559@gmail.com
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Paul

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  • frustrated

Posted 6 years ago

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ComcastCares1, Employee

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Paul,

We will investigate this for you. When PPV movies are ordered, screen will pop twice confirming what was ordered. We will definitely look into how theses PPVs were ordered. Please send us the phone number associated with the account so that we can investigate.

Mark Casem
Comcast Corp.
National Customer Operations
We_Can_Help@cable.comcast.com
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allen.ekmark

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I don't have the same problem, but I don't know where else to complain. I have tried Comcast customer service several times. We closed our account on 03/27/2010 and returned our equiptment on the same day. We were setup for auto pay using our AMX. Comcast debited our AMX two more times until a customer service representative told us we would need to cancel the auto pay (strange on a closed account). We have received an additional paper statement wanting us to pay for June. This is June 26th and Comcast owes us $350.00 on a closed account. How do you get Comcast to close an account and refund payments that would never be debited by any other company?
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Daniel

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I believe Comcast needs an upgrade on there investigation techniques,seeing as these problems are starting to happen more often and that Comcast insists that the ordering of these movies has to be the doing of the customer and that it is IMPOSSIBLE for there system to make errors. I take offense to being called a liar basically this is what there doing
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Kenneth Keaton

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We have this same problem, as a matter of fact I watch the accounts closely because we have a new roommate here who actually did order some stuff. I immediately locked out all pay per view ordering so that this would no longer happen. Then we also disconnected the suspect box and left it disconnected for over a month. During this time is when the movies were supposedly ordered the box that they were ordered on was physically disconnected because of what had happened the month before with the roommate. Now unless the thing is haunted or can order things without being connected to the cable, or power for that matter, there is no way that these movies were ordered. I understand the $25 one time thing, but lets be honest this leaves too much to chance as far as being charged for services that were not received. Lets face it, if it weren't for the high speed internet we wouldn't have cable anyway. This leaves a very bad taste in my mouth and we are now considering other avenues. This is not our first issue with our service either, for over a year every time it rained our internet and on demand would go out. We had numerous technicians out, and they always said they would have a main line technician come out and repair the line. ( Squirrels had eaten holes in the main line not the drop line ). We were also told to wait until the service was repaired to ask for a partial refund on our bill for all the aggravation and time spent without services. Well it finally got fixed, and I put in a request. Well that's where it stayed for a few days, then when I called to check the status, I was informed that a request had never been made. I gave all pertinent information again and was asked to give them some time to work on it. Well its been 3-4 months now,.. Is that long enough? Apparently not, I have received no confirmation one way or the other as to what the status or decision is on this matter. And lastly, due to recent billing server upgrades, when I put in the information to have the bill automatically deducted from the bank account, the last digit from the routing information was being dropped by their server. Well one would think that Comcast is never at fault in these situations, because we were charged not once, but TWICE for the equivalent of a bounced check.
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Melissa

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I have had this happen twice now. The first time it was $90 worth and the times that the movies were apaprently ordered were days and times that my roomie and I were at work. Comcast credited the cahrges but then about 3 days ago I went online to check my account and found $40 worth of "Girls Gone Wild" videos charged to my account. Niether my roomie or I orderd these and the movies were all ordered about 5 min apart from each other. Comcast states that they will NOT credit my account again because they are being ordered from our box. I am currently looking into Direct TV rates because of this.
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Jennbosch

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I'm having the same problem. I password protected the On Demand feature immediately after our cable was hooked up. We have 4 kids and didn't want any accidental orders. The first month's bill contained 2 PPV movies we deffinitely didn't watch. I called and Concast agreed to credit one back. The same thing happened the next month. 2 movies again. One was "ordered" when we were out of town over the 4th of July. Now, I think my cat's pretty smart, but she's not THAT smart! This time, after speaking to a manager, he refused to take off any PPV charges, claiming we HAD to have ordered them if they were on our acct. I am livid! We switched to Comcast to save money over Dish and it's costing us the same without nearly the level of service. I will be going back to Dish Network after this. We've had nothing but problems even from installation with Comcast.
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Jennbosch

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A follow-up. I cancelled Comcast after this crap continued for a few months. I realize we got off pretty easy, only having lost about $200 total to this scam. The day I cancelled service, we drove 45 mins to the nearest Comcast office and returned our cable boxes. A few weeks later we got what we thought was our closing bill, and I paid it, without examining it too carefully. That was stupid. There weren't any PPV charges, but they charged us for a week past our cancellation date. We got another bill a month later with another month's charges. That's when I pulled out the bill from the prior month. We were charged 5-6 weeks after we cancelled, plus a few PPV movies that extra month after we returned the box. I called and disputed the charges of course. They insisted they'd not received the box back, and we still had it, especially since we'd ordered PPV. Aauugghh! I refused to pay. I spoke with supervisors and managers who all said we still had the box when we were charged. They sent it to collections and I was basically forced to pay another $100 or it would get reported on my credit report. So, we paid for the month I didn't even have a damn box and had switched to Dish.

How do they keep getting away with this? We reported them to the BBB and our local TV station's consumer help line, but the tv station didn't care of course, they're in Comcast's pockets. Their system is obviously screwed up. This doesn't seem to be a rare occurrence. I know 2 other people IRL who've had similar problems. I will never give Comcast my business again. I'd rather go without TV. Not only is their equipment and/or programming glitched, but they have horrible customer service.
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sue g

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I went online at cox to pay my bill and saw I had ten charges for porn movies that I didn't order too. It is a Sunday so I will have to wait until tomorrow to fight with Cox about it. The times when the movies were ordered were when I am the only one up and my husband is asleep. So unless one of my dogs has learned to use a remote and order movies it is impossible for these movies to have been ordered. I talked with a technical person at Cox that said someone would have to have access to a box in my house for the order to go through. So I will have to wait to fight the billing people tomorrow.
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fernando.01c

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Im from cicero il. and i had this problem for three months. The first month i had to pay for 6 or 7 adult movies so they said i had to pay the whole bill and they said they where going to credit my account next month same thing the next month so i asked them to tell me witch box they where ordering from they gave me the numbers and it was 2 diffrent boxes to my surprise it was the boxes in the kids room age 6 and and 8 plus the boxes had locks on them witch only i know. i took the boxes from the kids room out and put them in the closet and just put the cable directly to the tv and i thought that would solve it right? wrong this months bill came and another 8 adult movies came on my bill so i called again ( was on hold for 30 min) so i told the guy the same thing i told the guy the month before and asked him for the box numbers ( have 5 boxes total my room kids rooms 2 living room and basement) so he tells me the numbers again and guess what the movies where ordered from and unpluged cable box in the closet!?!?!? i told the guy WTF! how can that be if the box was unpluged in my closet he was like that couldnt be so i got mad and told that its been happening for three months straight that theres something wrong over there and he said that they were going to check five minutes later he said the box was active.so i dont know what to do, i cant be giving them money every time .
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Paul

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Follow up: I ended up cancelling Comcast sevices and have no regrets of doing so all this time. Anybody else who fell victim to this, I advise you to do the same. Cut your losses. If it happened once, it will continue to happen. Comcast has never, and will never accept that there is an error on their system.
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Kenneth Keaton

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I would be interested in getting involved in a class action lawsuit, if any of you happen to be an attorney or know someone who could take the case. Let's stick it to them where it hurts, in the proverbial pocketbook! I am not sure how much trouble it would cause, but I am also interested in possibly taking an ad in the Chattanooga Times Free Press letting others know the problems that we are all having. The more people are educated about this, the more likely that Comcast would be to stop this practice. This is a common ( though wrong in every way ) business practice among large corporations. They charge you for services which you did not use or receive, then bet on the odds that you will either do nothing about it or cannot prove you shouldn't be charged. This problem is now compounded since they have went fully digital ( at least here ) and are requiring us to use their boxes on all our sets. They pad their receivable account in this way. I would guess so they can give themselves those big bonuses we hear about so often in corporate America. They are overcharging us as it is, and they are going to keep doing it as long as we as their customers allow i
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Susan McDonald Saffery

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did you ever get a class action lawsuit off the ground ? I would love to participate if you are still interested. Thanks !
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Emily Peacock

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Me too!
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Tonia

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I opened my Comcast bill 10/23 and was shocked to see a bill over 600.00. This is a two month bill, but still. I saw 14 porn movies ordered and immediately called so called customer service. They stated there were also charges on the 9/19 bill for four movies (I did not open that bill or would have complained earlier) and they insisted all the movies were ordered from my DVR in my living room. I am a single woman, 45 yrs old living in a 2 bdr apt with my 12 yr old 7th grader, I have no husband or boyfriend and nobody else was in my house during the times the movies were ordered.Many of the movies were ordered during work/school time. I told them I could prove nobody was at home, they insisted somebody was here to order the movies. I asked to speak to a supervisor, they stated they did not have a supervisor there. I asked how to file a complaint, they gave me a fax number to fax over verification of where me and my son were during the ordering of the movies and I could fax over a written complaint at that time. They stated there is not a phone # to complain to. I asked if there is any way that someone was getting into my cable, especially since I live in an apt complex. They stated no way, it came from my home, freaked me out thinking someone must have been breaking into my home to watch porno's, then I thought how ridiculous this was. They were basically telling me it was either myself or my son ordering the movies. Once again, ignoring the fact that nobody was at home during most of the movie ordering. They were rude, disrespectful and degrading. They acted like they had never heard of this before, but I see after investigating this that I am not alone and they have to be aware of this since there have been so many complaints. I just wanted it investigated, I called back and talkedto someone in "Tech" who insisted there was no way that a breach of security happened on their end. They will not take accountability in any way. I have complained to the BBB, the Washington state Attorney General and Consumer Affairs. I would be most interested in a class action suit because from what I have read, once it starts it does not stop. I read about a woman that has over 1200.00 in porn charges and they are insisting it was her 15 yr old son. This has got to stop, it is time to stand up. Anybody with me?
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Cathy

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This has also just happened to me over 6oo.oo worht of charges! The same thing has been told to me... I didn't check my statement oonline for over 3months everymonth there were charges mmade until this month when i got this alarming bill!!
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Michael Rios

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I truly feel your frustration, I called the corporate office also and was able to resolve this matter only by doing such, but your right no one seemed to want to listen, one suggestion is call or email your local media as some have and refer them to this site , perhaps maybe they will run a story on this. :)
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Jeffrey Kopp

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we have had the same problems starting june 09, just happens to be about the same time we removed the premimum channels from our service. many calls w cust service w/the same results that you have experianced. many of the porn movies are 1-5 minutes apart with some of them being duplicates. being just my wife and i there are many times and dates that we were not home. the other consistancy that i noticed is that the viewing times were between noon and 4:00 pm. so very frustating being told that you are lying after being a long time paying loyal customer. would you not just look at my billing history for the last ten years?
comcast, you are the theives. wake up and address the problem. who has time for this?
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Anissa Trujillo

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I just had this issue on my bill right now, working on getting in touch with comcast to fix it. Funny thing about this is ... we have the most basic of cable since we don't watch tv anyway and we don't even have any sort of Cable Box to actually order PPV movies through ... yet apparently we've been watching them this month =/
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Heidi Pasion

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I have this issue also. This has happened over and over. It is just me and my husband and some of the times we were not even here. I guess we have a ghost living with us or maybe our Cat is ordering the movies. I am very upset and at least the took one off. I asked them over and over if someone is doing this from another box and it gets mixed up with ours.
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FedupwPPVs

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I too have had the same problem for the 3rd time. I believe anyone who has internet is susceptible to these charges and people who live in homes or apartments with shared wires. Comcast insists it is "impossible" for anyone to order PPV movies without being in my home. I insist it is. I'm frustrated like the rest of you. Put locks on all of your PPV services. One Comcast rep did admit that someone in my neighborhood could have a way of stealing cable after I said I read about descramblers and black boxes that allow people to get free cable. She would not elaborate, but she did at least admit that it was possible. In my area we have a Cable Commision Board and I escalated my complaints to them. After several calls back to Comcast and service calls most of my charges have been waived. Altogether my charges totaled approximately $500. Absolutely absurd. Comcast has to know how this is happening to customers, and if they don't by now shame on them.
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Regina Hurst

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I went to pay my parent's Comcast bill and noticed a $14.99 pay per view charge. I called and asked what it was for and was told it was an adult movie. My dad is 73 and has low vision. My mom is 73 with cancer (in treatment). They are both in bed by 8 pm. This movie was ordered at 8:49 pm. I said this is a mistake. Comcast said, no, they can prove it was ordered from inside the house and viewed for 24 minutes. I said it was impossible. They said they have the technology to prove it so the charge stands. I said "Really? A blind man and a woman with cancer? Is there no way this could be a mistake?" They said again that they can prove it.

The supervisor I spoke to, Danielle, said they get 100s of these type of phone calls a day! I would think that in and of itself would indicate a problem and that maybe is is possible there is a mistake.

Am I just supposed to drop this and pay the $14.99? I don't think I will.
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michelle

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I am in South Florida. I have had descreptencies on the past 3 bills. I called customer service the first time she said she would removed them from bill. The 2nd month I had a porn with my bill. I did not order this. Noticed that the previous charges had not been taken off as promised. I called Customer Service. They said there was no way I could not have ordered these movies.I told them I will not pay for it. I paid for what I ordered only. Then This month I have been charged for 120 dollars worth of movies. I did not order one. I was at wotk.This time I went to the local office and told them this is not right, You have a serious problem with your system
I am getting rid of it. Have had enough. I am not a liar and I am not going to be called aliar. Comcast is a thief.
My sister works for Comcast.I told her the problems. She said to report it.
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thekyce

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I am having the same issue an no resoluton. I do know it is possible for someone else to order these and have them charged to our account. Every I have spoken with has stated it is not possible. This is plain ignorance.
I am filing in small claims court and am fed up with other avenues.
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Michael Akers

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I was also charged for 16 adult movies I did not order from Sept 21 2010 through Sept. 29 2010. I've used comcast for several years now and this is a first. I'm in the Chattanooga Tn. area.
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judy

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I moved last May and my old account was cancelled and a new one set up at the new address. When I received my final bill for the old account there were seven porno movies at 13.99 each. Right next to the movies was a note that the account had been cancelled on May 12. All the movies were listed as being ordered more than a week after that date. As that account was closed, they transfered the amount to my new account. Each time I call Comcast they tell me I will receive a credit on my next bill. Each time the next bill comes there is no credit. I am so sick of this and will be canceling my account and reporting them to the Better Business Bureau. I searched the internet to see if other people have had the same issue, and am not surprised that so many people have. I encourage all of you to report them. It takes a few minutes online...www.bbb.org. WE CANNOT LET COMCAST GET AWAY WITH THIS!
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judy

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Follow Up: I did report them to the BBB and the issue was resolved within a couple weeks. Way easier than trying to get Comcast to do something about this on my own. However, I believe my case is easier than most since it clearly stated on the actual bill that the account had been closed before the dates the movies were ordered. Comcast really didn't have any defense in this case. I still encourage all of you to stop wasting your time calling and emailing Comcast directly and to report them to the BBB. It's your best bet. Good Luck!
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Aja

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I had this problem today. There were 18 pron moves charged at $14.99 each. The movies were ordered during a time when I was not even home, and the way the movies were ordered were like 5 movies within a 10 minute time frame. I have two televisions in my home and one is in my one year olds room which is the box they said the movies were ordered on. So what is comcast telling me, they think I'm a pedofile or something watching porn in my baby's room I guess. As they did with may of the people who have posted here, they will only credit half of the charges leaving me with about $200 still left to pay for movies I never ordered. And after seeing the posts here, I will be canceling my comcast cable immediately tomorrow morning and getting dish network!
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Jen

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I had a similar problem although my movies were not adult in nature. It turns out the problem seems to stem from the fact that my box was replaced a month after installation and my original box is now out there somewhere ordering movies on my account. I talked to 4 customer service reps to try to solve this problem. The first was rude and made no secret of her assumption I was lying. The second tried to be helpful but was unable to fix my problem without the receipt showing the box had been taken out of my home (because everyone totally hangs onto those work orders for months after service right?). The third hung up on me even though I have yet to be rude or confrontational (what good would it do me to be rude?). I finally called into account termination and when the lady asked why I wanted to cancel I told her my story. SHE KNEW SOMEONE ELSE WITH THIS PROBLEM! Apparently even after he terminated service he still received movie bills and that's when they finally fixed it. She put in a work order to find my service receipts and report the box as missing/stolen. I have a ticket number and I will be calling back next week to see if the matter has been resolved. I will report back with any resolution I reach. She told me outright that she believes the technicians steal them and set them up elsewhere. Bless her I was close to crying with frustration, it was wonderful to have a CS rep take me seriously.

What I want to know is why can't they ping this box that they are so easily sending movies too and see that it isn't at my IP address? That seems so simple and yet people act like I'm being unreasonable.
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Shorty Short

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I have had this same problem for 3 months now. At least 15 movies a month comcast insist we ordered them and there is no way they will take any off our bill so far it is over $611.49 in porn charges. They claim they are coming from our living room tv at all between 7 and 10 pm. I have childern 13 and under here and my parents that are 65. What the hell is comcast thinking?? I would love to have a class action lawsuit if anyone finds one please let me know. In the mean time I'm going to give direct tv a try
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peegeejc

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i'm currently disputing 3 months of pay per view charges totaling over $300.
I never have watched a pay per view in the 10 years. In addition, do not watch violence of any kind.
Imagine the nerve of this company making billions in profilt trying to stick it to the customers.
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joecalzaghe

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You porno watchers make me sick, trying to blame comcast for your disgusting fetishes.
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Cathy

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i hope these charges get pinned on you for over a couple months...thanks for commenting!
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michelle

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Hey Joecalzahge, You stupid sick. If I want to watch Porn I wouldnt order them off a box. It leaves a documented trail. It would not be in my best interest to have that document my charactor. You are a dummy. Your probably a Comcast management employee.Bug off.
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Trevor Hahn

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Be assured that Comcast continues to have this problem! We live in community grad-school housing that is served by a common cable account covered by tuition/corporate account. Several of us have chosen to upgrade our services to include DVR and PPV at our own expense. We have been assured that Comcast has handled this for years and there's no problem. Yeah, right, no problem. After 4 separate attempts over 6 months, we and several of our neighbors finally got our bills corrected - bills that included charges for each other's movies, services, etc. In a total breach of ethical conduct, the local agent reviewed rented movies with each neighbor, which was quite embarrassing for some of them (potentially outing one neighbor as homosexual/bisexual). This kind of practice is just inexcusable and extremely difficult to understand in an age when technology allows much better care to be taken. We are continuing to have problems with Comcast's services to the point that they've switched out our cable box 4 times in a little over a year and we continue to argue to get services fixed - even after we've paid for the services and repairs. Customer service is definitely not their strong point. Dish Network, anyone?!
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Cortney Marcum

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I have been battling this same problem for 2 months now. My service is currently disconnected due to a bill over one hundred dollars for pay-per view porn movies I never ordered! Some of the dates we were not at home and the rest of the dates and times are during the day when my husband and 2 children under 5 are home. I have been with this man for 5 years and know for certain that he is not watching porn while our children are under his care. The Reps keep telling me it 'is not possible' and a manager is never available to speak to. My service tech even told me it is a common complaint and that the best way he knows to get a manager is to sit at the office until somebody becomes available. That is sad. I have to take a day off work to sit in their lobby until a manager gets tired of hearing that I'm still there?! I have written a letter to my local new stations, ABC news, as well as my local city hall stating the problem. I am hoping to find a peaceful way to resolve this problem, however Comcast seems to want to battle with their customers. I have been with Comcast for over 2 years and never had a problem with anything, or asked for anything to be removed from my service. Why are they consistent in telling me that "This is not possible" when a quick Google search brings up thousands of complaints just like this as well as "HOW TO" manuals to hack into somebodys pay-per view?!
I will follow up if I find a way to resolve this matter.