Charged for On Demand Movies I Never Watched

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OakBayGamer
Friendly Neighbour

I've been charged for 3 movies I never ordered. I live alone and no one else has access to my TV. Thankfully Telus believed me and waived the $23 fee. They could see that each movie was watched for between 9-20 min. But it couldn't have been on my TV. So how does this happen? I have the Telus app on my phone but never even use it. Can someone else watch a movie on their TV and it shows as watched on mine? Smiley Sad

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Chicnstu
Ambassador
If there was absolutely nobody else who had access to your TV boxes then it could have just been a billing error. It's is very rare for On Demand billing titles to be billed to the wrong customer because they are tied to the unique registration codes to each individual set top box but it can happen. Lots of times it is people with toddlers or babies playing around with the remote and they'll order a few events just by mashing random buttons.
xray
All-Star
Consider changing your password on your account just in case. Can't hurt.
OakBayGamer
Friendly Neighbour

Yes there is absolutely zero chance because no one else is ever in my place. It's very small and there are no toddlers or children in my life. So it's either a billing error (which is odd for it to happen with 3 movies over the course of 2 months) or someone hacked my account. Yet I don't understand how that could even happen if it's tied to my set top box. I have changed my password, which was already a very complicated one that I doubt anyone could figure out. 

OakBayGamer
Friendly Neighbour

Thanks, I've done so and hopefully it won't happen again. I'm just glad they actually believed me! 

xray
All-Star
You have the option to use your My TELUS account login or an Optik login to access Optik TV. If you haven't set up the Optik login then fine but if you did then make sure you change the password on that one too.
OakBayGamer
Friendly Neighbour

First off, I'm the only one in my home. No one else can order movies from my home. This is the 4th time a movie has been charged to my account that I never ordered! I have a PIN to order movies, yet somehow this keeps happening. I'm furious and close to cancelling my Telus account because I don't trust them. I'm very happy to pay for movies that I order, but I won't be scammed like this. The last time I got Telus to refund me the money, I could tell they barely believed me. They could somehow see the amount of time the movies had been watched, but I swear on all that is holy that I never bought them, or watched them (they were not even movies I'd be interested in). Has this happened to anyone else? My DVR sometimes records things I never set it to record. Could a DVR malfunction cause On Demand movies to be ordered?

Sharon15
Resident

Omg- this happened to my family at least 4 times. We had a PIN and strange stuff like $50.00 to watch wrestling paid TV when no one was home.  The last customer service person was so condensing to me — made me feel like a liar.  It got so bad; we took the ability to order movies off our service so I could no longer be charged.  They swore to me it has never ever happened to anyone else!

OakBayGamer
Friendly Neighbour

That's crazy! And I'm so glad you wrote, because at least I know I'm not the only one!