Forum Discussion

dougiewaller's avatar
dougiewaller
Tuning in
12 months ago

NETFLIX ADDED TO MY BILL WITHOUT ME ORDERING IT

Received my Virgin Media bill yesterday and discovered that Netflix premium has been added to my account. 

I have never ordered this. I live on my own so impossible for anyone else in my household to have ordered this without my knowledge.

Looking elsewhere on this forum I see I am not alone. Obviously Virgin Media has a security issue that has led to many customer accounts being hacked.

Having spoken to what is loosely described as 'customer service' last night, I was told that it could take up to 10 days for any resolution which will mean that payment will probably taken and include this fraudulent charge.

I am absolutely furious about this and the lack of support. Some organisations just do not understand the stress this causes - I simply cannot afford this, that is why I would never have ordered it.

If anyone could suggest a course of action I would be obliged.

 

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey dougiewaller,

    Welcome to the Community Forums and thanks for the post.

    Sorry to hear about the issue with your recent bill and the Netflix charge that was added, did my colleague that you spoke to confirm what they were doing that could take up to 10 days for this to clear through?

    Joe

    • dougiewaller's avatar
      dougiewaller
      Tuning in

      Hello Joseph_B

      As your colleague was obviously in an overseas office with a lot of background noise (including at one point cheering and applause!!), I found it difficult to understand all that was being said. I heard '10 days' but that was not really explained as a timescale to resolving this issue.

      Is anyone from a UK based office likely to contact me by phone to explain progress to correcting this issue? From reading other comments on this forum it is obvious that Virgin Media do not rush to correct this and safeguard their customers accounts from 'hacking'.

      I look forward to your reply.

       

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)

        Hey dougiewaller,

        With this we can go about looking into this further with you here, for me to do this I will need to go about confirming some information from you via a private message which I will go about sending to you now.

        Joe

  • So, my last bill showed Netflix premium added to my account as an extra. This was not ordered by me or anyone else in my household (I live alone). After much anguish caused by this, it was deducted from my account by the time the direct debit payment was taken.

    Well who would have thought that such a caring organisation as Virgin Media would supply me with my next bill with Netflix on it again. After assurances that it would be removed, the bill states that is an outstanding amount.

    Come on Virgin Media, do your job properly. Take this off my bill - PERMANENTLY.

    ANYONE FROM VIRGIN MEDIA LIKE TO TAKE OWNERSHIP OF THIS AND CONTACT ME?

     

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team

      Hi dougiewaller 

      I can see you have been speaking to my colleague in relation to this via PM. 

      If you are still experiencing issues, please resume the PM for further support. 

      Thanks

      • dougiewaller's avatar
        dougiewaller
        Tuning in

        Why has this been added to my bill AGAIN.

        I did not order Netflix, nor has anyone in my household as I live alone.

        Please sort this out so I do not have to waste my time contacting Virgin Media. It is causing me anguish, sleepless nights and unwelcome debt.

  • cancel your direct debit set uo a standing order for he correct amount less the money they scammed and watch the emails

    come lol.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Bad advice from @patier. Unfortunately you have to pay otherwise VM will make it very nasty for you.

    • dougiewaller's avatar
      dougiewaller
      Tuning in

      I get what you are saying, but I don't think I am worried about getting a bad credit rating etc

  • benidoine's avatar
    benidoine
    On our wavelength

    This happened to me.  It is fraud and identity theft.  Report Virgin to Action Fraud and Ofcom.  They are not taking the appropriate action to prevent this, and if they take your money after you tell them you did not add it, they are committing a crime.