False Billing for Movies not Purchased
Coho1
Enthusiast - Level 1

We just viewed our latest bill on line and were outraged, again. This time we are being billed for an "adult feature and/or unrated feature" for $14.99. When we called to get more information and complain, we were told it was an "adult" movie and it was ordered at 9:00 PM from our living room box. The problem? There are only two of us in the house and both of us were at a Medical Seminar until after 10:00 PM. Since no one has access to the house and there is no evidence of a break-in, we can only conclude that this is an error in their system.

Why would we conclude this? Because on our December 2011 bill we were billed for several movies that we ostensibly ordered during a period when we were 400 miles away from home for the holidays - the period when these were ordered. These were adjusted off of our bill. Which is why were ended up talking to Melissa on 3/21/12 about this latest problem. Apparently because of this prior problem, Melissa was very rude and would not accept our contention that we had not ordered a porn flick, nor for the "30 Rock SE510" other charge for a movie ostensibly ordered from our cell phone. I have no idea how I can order a movie on my dumb (as opposed to "smart") phone, so this was another bogus charge. Melissa absolutely refused to adjust the bill, so we asked to speak to a manager. After holding for several minutes, she returned to the phone and said that the manager had authorized her to adjust the bill, but "this is the last time we will adjust a bill for this reason".

My final, but most serious concern is that this will likely happen again. If I had been home while my wife was out for the evening, this charge could have been the source of a serious marital difficulty, especially since I have never watched movies of this source (and neither has my wife). How can we continue to be a loyal Verizon customer, without having to deal with the emotional stress of these billing errors and rude customer service personnel?

Re: False Billing for Movies not Purchased
topdog
Specialist - Level 2

Perhaps Verizon could be asked to have a pass code that one would have to punch in to get movies.  If the person did not know the code, no movie and therefore no charge.  If only you and your wife know the pass code, then if a movie is ordered, you ordered it.

I like this idea.  Great for people with kids!!!Smiley Wink

Re: False Billing for Movies not Purchased
TonyaD_VZ
Contributor - Level 3

Verizon support is in receipt of this issue. We will send you a PM to gather additional information.


Thanks,

Tonya D.

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

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Re: False Billing for Movies not Purchased
JustJenal
Enthusiast - Level 1

I just had a very similar experience.  Apparently, the company is always right, and the customer is always wrong.  Their equipment cannot err, but we can.  We are being charged for a movie that we "purchased" via their set top box.  We didn't.  Never have -- never will.  The customer service representative hung up on me, or from their vantage point "dropped the call."  So frustrating and sad!  We are looking into Charter and Comcast now.  What ever happened to service?  What ever happened to just the possibility that the customer might be right and telling the truth.  I guess when you are as big as they are, you can do whatever you wish.  That doesn't make it right though.

Status changed to: Resolved
TonyaD_VZ
Contributor - Level 3

We have not received a response in reference to your issue. Please repost if you are still experiencing a problem. Tonya D.

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Re: False Billing for Movies not Purchased
srojas84
Enthusiast - Level 1

I was charged $23 dollars for a snow white movie that came from my parents room at 3 am when they are both asleep. They barely speak english and their over 60 yrs old. I was also being charged for an MLB package the first week I got the service. If this continues I am just going to have to hire a lawyer because I dont think its ok for this many customers to be going through this.

Re: False Billing for Movies not Purchased
tns
Master - Level 2

@topdog wrote:

Perhaps Verizon could be asked to have a pass code that one would have to punch in to get movies.  If the person did not know the code, no movie and therefore no charge.  If only you and your wife know the pass code, then if a movie is ordered, you ordered it.

I like this idea.  Great for people with kids!!!Smiley Wink


Already there.  You must turn on parental controls, although you need not restrict any actual programming.  You then have a option to restrict purchases either with the same pin used for parental controls, or with a separate pin.  Strongly recommend activating, even if no one else has access, to prevent accidental purchases.  Its too easy to hit one of the vod channels, and hit enter a few times when you don't seem to be getting response.

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Re: False Billing for Movies not Purchased
cheatingver
Enthusiast - Level 2

They did the same thing to me twice. This happens too often to be accidental. They need better regulatory oversight and a class action suit.

Re: False Billing for Movies not Purchased
cheatingver
Enthusiast - Level 2

Every time Verizon makes a billing mistake, I have to be majorly inconvenienced. Their system is seriously flawed, as the many, many complains on the Internet attest. It merits a class action suit. Insist that they provide by email the addresses of thier state and federal regulators, as they are required to do. I never wasn’t to rent or buy a movie from Verizon. Never have. Never will. I want them to make it impossible to do so. Thier refusal is unconscionable.

{edited for privacy}

Re: False Billing for Movies not Purchased
cheatingver
Enthusiast - Level 2

Verizon accepts no responsibility for its systematic problems in false billing for movies. They will not upon request disable renting and purchasing on individual sets capabilities to prevent the systematic errors in billing, which are very profitable for them. They will not give the names and contact information of their state and federal regulators.