• Report: #804181

Complaint Review: mediacom cable

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  • Submitted: Fri, December 02, 2011
  • Updated: Sat, February 25, 2012

  • Reported By: disgusted — Florida United States of America
mediacom cable
atlanta, Georgia United States of America

mediacom cable charging nonordered adult movies to account atlanta, Georgia

*UPDATE EX-employee responds: Suggestion from an ex-employee

*Consumer Comment: Have you?

*UPDATE Employee: Mediacom Support

*Consumer Comment: Mediacom

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Each month for over an entire year I have had to call Mediacom and complain about adult movies of $9.99 being charged to my cable bill every month. The charges are showing up every month around 2am and 3am in the morning when no one in the house is awake. It is only me, my husband and our little boy in the house. I am the only one with the PIN, their are parental locks on all those channels, content locks, title locks, etc. I even went as far as reducing our monthly movie charge to $0.00, and having to call in to rent a movie when we wanted to watch the $4.99 movies; and still the adult movies are being charged to our account. Today I called for the last time, they did refund the charges every month, but the hassle of this ongoing problem is ridiculous. I will cancel my service next month if it happens again. I see I am not the only one having this problem and this situation should be investigated.

This report was posted on Ripoff Report on 12/02/2011 12:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/mediacom-cable/atlanta-Georgia-30348/mediacom-cable-charging-nonordered-adult-movies-to-account-atlanta-Georgia-804181. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

Suggestion from an ex-employee

AUTHOR: HelpfulInfo - (United States of America)

I worked for this company for many years, and have a couple of suggestions for you in regards to getting your account cleared of these adult movie charges.

Have you asked to get your receiver/box changed out?  This would be my first order of business, as sometimes, if they are short on inventory, they will issue you a box that came from another customers home without first clearing it and taking it back to factory settings.  I worked customer service for many years, and saw this happen a lot.  This might be all it takes to fix it.

If you have always had the same receiver, have them, over the phone, do a complete reset from their computer.  If you have a DVR, you might to ask if it removes your recorded items.  I tell you to ask because it has been several years since I worked for them, and actually don't remember.  You did the right thing about having your ordering limit set to 0.00 per month, but sometimes that just doesn't work.  I would suggest you have phone in order only if this is still available, and have them document it on the history so IF it happens after this, they will have reference right in front of them of what was requested.  Every CSR has access to this screen when accessing an account, and should be able to verify the notes applied each and every time you speak to someone.

Be diligent in your request for removal, or late charges will start applying, and your service will be interrupted for non-payment on them.  I saw this happen over and over, because what happens is your request for credit is "applied", but can't be "posted" until a supervisor has approved it.  Sometimes, if it is overlooked, the credit never reaches your ledger, and the charges, along with the late charges, will roll into a past due status, and will result in termination.  When you speak to someone, ask them to either email or mail you a copy of your history so you can see exactly what they have or haven't done.  And, believe it or not, we had a few receivers that would go wacky and no matter what limits or blocks that were applied by a CSR, it would STILL allow PPV's to be received.  I know of 2 that were verified in our office; we connected them to a TV there on a company account, and sure enough, every month, the account would indicate that movies were purchased, and always after midnight when there was no one in the office.  If they still use Motorola receivers, all they have to do is exchange yours, and send it back because Motorola goes over them to see what made them malfunction.

Hope this helps you get it straightened out and the mysterious PPV's disappear!

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#2 Consumer Comment

Have you?

AUTHOR: Robert - (U.S.A.)

It looks like you have done everything except change your PIN number?

You say that you are the only one who has the PIN number.  So does that mean that not even your Husband has it?  While you don't want to think this, if your husband does have it perhaps he was not really asleep. 

With that said, perhaps you can change your PIN to a number that only you know, so don't even give it to your husband.  If it stops then obviously someone had gotten a hold of the PIN number and was ordering movies.

If the problem still persists it could also be possible that another "box" is registered to your account.  This may have happened if at anytime you ever had to switch out the boxes and they didn't remove it from your account.  This can be easily found by you requesting a list of equipment they show you have registered, then you matching up those numbers with what you actually have.
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#3 UPDATE Employee

Mediacom Support

AUTHOR: Mediacom Support - (USA)

I very much apologize for the problems you have had with the Pay-Per-View charges and the bill. I will be happy to look into this problem and do what I can to make sure this stops happening. Please contact me at socialmediateam@mediacomcc.com. Thank you for your time and I look forward to hearing from you.

Dallas
Mediacom Social Media Relations
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#4 Consumer Comment

Mediacom

AUTHOR: TruthSayer - (USA)

Actually that is a common problem with Mediacom subscribers.  If you continue to be charged, call them up and threaten to cancel.  If they do nothing to solve your problem, follow through and cancel your service.  No doubt you can get more programming for less money with either Directv or Dish Network.
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