Forum Discussion

bobblejones's avatar
bobblejones
On our wavelength
10 months ago

Netflix Charge -fed up of being unable to cancel!!!

For the past 5 months or so i have been charged £18.99 a month on top of my usual package. Customer service say i must have signed up for Netflix on my V6 box but i havent. 

I have phoned customer services each month to be told they will cancel it and my latest bill has just arrived with ANOTHER £18.99 charge

This has cost me £90 so far, for something i never signed up for and as a customer for 12 years now i am seriously about to cancel my account and move to SKY!!!!

We already have a Netflix account and pay each month for that and when i checked the Netflix app on my V6 it was signed into that account 

I am stumped as to how to progress this. I have no faith in the customer service so can someone please advise. Happy to provide more info if an admin can contact me. I would like my past payments refunded and future payments cancelled otherwise i will go elsewhere and cancel my account

  • Robert_P's avatar
    Robert_P
    Forum Team
    10 months ago

    Hello bobblejones

     

    Thanks for taking the time to raise your Netflix issues via the forums, we understand the frustration and are sorry for the inconvenience caused.

     

    From looking at the account we can see you have spoken to a member of our social media team yesterday, they have raised this with the relevant team to be resolved within 7 days.

     

    Rob

  • bobblejones's avatar
    bobblejones
    On our wavelength
    10 months ago

    I havent spoken to anyone about it yesterday. I did however use the 'netflix account recovery' feature and it listed a completely differente email address than the one we use for netflix so someone has managed to link an account to my virgin account - this need to be unlinked ASAP. 

    • Robert_P's avatar
      Robert_P
      Forum Team
      10 months ago

      This will be what the relevant team are looking to action for you, they can take up to 7 working days to action.

  • bobblejones's avatar
    bobblejones
    On our wavelength
    10 months ago

    How will i hear back from them- this is the third month running i have been told that the payment will be cancelled but i never hear back from anyone?

  • bobblejones's avatar
    bobblejones
    On our wavelength
    9 months ago

    So - i managed to get a refund for the historical Netflix charges and yet another promise that the monthly £17.99 charge will stop

    i have just received my bill for May and guess what - another Netflix charge on my account

    this is now beyond a joke - can someone please escalate this to get resolved (and another refund for £17.99)

    • Akua_A's avatar
      Akua_A
      Forum Team
      9 months ago

      Hi bobblejones 

      We truly apologise that the issue is ongoing. This is not the level of service we look to provide. We can see you are currently in private messages with a member of our team. Please remain in contact there and our team will do their best to help.