Forum Discussion

sipehko's avatar
sipehko
Joining in
21 days ago

Netflix billed incorrectly by Virgin Media

Several months and hours of phone calls with Virgin Media I am still being overcharged for my Netflix. My bundle includes Standard with Ads, which is what I want. I am however billed for Premium, at £13 extra every month which is what I don't want. 

Every single customer "advisor" I've spoken to has given conflicting answers. What I haven't heard yet however is advice that works. One told me to call Netflix as they apparently would change it. Another told me they've changed it on the system and next billing cycle will be with Standard with Ads. One told me I would get a refund / credit applied. Another told me I can change it on the setting myself, which sounds great, except unfortunately does not work for me as I keep getting a technical error message every time I try. 

Despite me explaining this issue multiple times, none of the people I've spoken to have helped although various vaguely helpful noises are being made. What I want should be simple to provide - change my Netflix billing to what I've agreed for it to be and refund the extra charges that I have not asked for. It's the fourth month now of being charged too much.

This is very disappointing as I've gone all bells and whistles in the contract so paying a lot already. I'd rather Virgin Media just sort this out as opposed to me having to complain to Ofcom. 

Very conveniently Virgin Media complaint form on their website is now also giving technical error messages... 

 

 

netflix
overcharged
  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    21 days ago

    Hey sipheko, thank you for reaching out and I am sorry to hear you are having some Netflix issues, also a very warm welcome to the community.

    Okay just to confirm you was offered Netflix Standard with Ads free as part of your package?

    Have you ever had this or has it always been premium?

    Have you upgraded to premium by accident? 

    • sipehko's avatar
      sipehko
      Joining in
      20 days ago

      Hi Matthew

      Thanks for your reply. 

      Yes, my package includes Netflix Standard with Ads. 

      That is the service we were paying for directly to Netflix before migrating the billing to Virgin Media. 

      My husband did the migration process and does not remember if there were options to choose and if there was, what he chose. So to that question I have to say I do not know. 

      We have been told you can change the package within the Virgin Media account settings, and I've tried this. Everything I've tried to change it to Standard with Ads on the account setting (Entertainment Services) it has given me a pop-up saying something to the extent of sorry but we can't do that because of an technical error. 

    • Akua_A's avatar
      Akua_A
      Forum Team
      20 days ago

      Thank you for your response. In this case, to best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

      Thanks,