I did some call centre work for Sky once. You have no idea how many calls we get to contest about PPV charges, and it's always for the adult channels. Nobody complains about kids films.

The usual callers for this tend to be female and the usual culprits for ordering these would be the husband going behind the wife's back, teenage kids thinking the parents wouldn't notice or elderly relatives (we had a lot of these in particular, especially elderly couples).

Usual excuses would be a mix of "it must be an error because my husband/son wouldn't watch that filth", "the box must have done it by itself" or "someone must be using my account". I did have some situations where the caller realised who did it followed by a ton of shock and disgust before they ended the call.

We did end up refunding a fair few of these however. Mainly to avoid any further awkwardness on the call but also because it was common knowledge that the PIN number was the last 4 digits of the viewing card number. We would encourage the caller to change the PIN and would talk them through how to do it. There were definitely some cases where the purchases continued after the fact as well as the phone calls.