We're all in this...together.
I just got my bill from DirecTv. In January, we got Space Chimps on pay per view (and already paid for it on the January bill). Apparently you can watch it as much as you want within a 24 hour period (and you're allowed to record it on a dvd) but after that you have to pay again.
We did not know this.
Earlier this month we decided to put it on a dvd and the TV told us it was going to charge us again AS THE MOVIE IS STARTING. We say NO NO NO and turned it off but somehow we must have hit the wrong button to say YES YES YES and it charged us again even though we stopped it right away.
We just got a bill for watching it again. Which we didn't do, we only watched it the once.
I called and explained the situation and the guy on the phone was pretty adamant that he couldn't help me. It was basically tough tookies for us, because we pushed the button. This really goes against everything DirecTV's ever been for us - usually, the customer service is awesome. Your service is a bit static-ridden? We'll fix it right away and how about three months of free movies? Stuff like that. This guy was not from the general DirecTv school of customer service. I don't want a free ride, I just want not to be charged for something I didn't watch.
I told him in no uncertain terms exactly what had happened, that it had been a mistake, that we never watched the movie the second time and as a long time customer who always paid my bill on time and hardly ever got PPV movies, we didn't know and I would like a credit. And if he couldn't help me, I wanted to speak with someone else. They can tell if you watch the movie or not on their end, they could see we didn't watch it. I wasn't mean but I was firm about it.
He put me on hold for a while, and finally came back on and told me he'd issue me a credit THIS TIME but I could only get a credit once every six months (which OK, hello, I haven't had a credit before, if it's once every six months and I've been a customer for years, just give me the stupid credit). He informed me he'd be putting me on hold for a while while he took care of this.
After a bit, I could hear him again, somehow the phone had been taken off hold but he didn't know I could hear him. I heard him talking to the guy sitting next to him as he said "I made a totally bonehead move and instead of issuing a credit, I hit the wrong button and charged her again!" I said "Hello?" and he realized I was listening to him and all I had to say was "So you can see how easy it appears to be to hit the wrong button, right?"
That's all it took to change the whole thing. I got my credit and there wasn't another snippy word about it.