Forum Discussion

Ianw1964's avatar
Ianw1964
Tuning in
11 months ago

Re: Re: Virgin media Netflix accont added without my authorisation repeatedly

Hi my 83 year old mother is having exactly the same problem. I have contacted Netflix and I got the same reply as in your post. I then contacted Virgin Media and they said that it wasn’t their problem either. After further discussions, the online chat assistant said they would attempt to cancel the Netflix account which they then confirmed had been carried out (I have a copy of the chat to evidence this). 

I have just checked her latest Virgin Media Bill today and guess what - SHE HAS BEEN CHARGED AGAIN 😡! It would appear that the online operatives are either lying or that Virgin Media’s system are ineffective. It would seem that the only way to resolve this now is to cancel all services with Virgin.

My mother and the rest of the family have invested a good amount of time in ensuring she understands how to use the hardware and it is a great shame if she now has to learn how to use another company’s product. She would rather stay with Virgin but due to this fraudulent activity has no other choice but to end her subscription entirely. 

I will follow the complaint process and contact OFFCOM too. I wonder how many other people are having this problem?

  • Robert_P's avatar
    Robert_P
    Forum Team
    11 months ago

    Hello Ianw1964

     

    We're sorry to hear of the issues in regards to your mothers account, billing and charges for Netflix. We appreciate the frustration this is causing and you taking the time to raise this via the forums. 

     

    When did you last speak to the team in regards to this and what did they advise? Usually instances like this are raised to a dedicated team to investigate but this can take up to 7 working days. As this is your mothers account, do you have Power Of Attorney on it so we can discuss this with you or look into this further?

     

    Rob

  • Ianw1964's avatar
    Ianw1964
    Tuning in
    11 months ago

    Hi Rob thank you for your reply. Currently I don’t hold POA for mum but is something I will be looking to sort imminently. I do have permission to deal with mums account and have passed all security steps previously. I last communicated with the team via the online chat on the 4th April and the name of the person I was chatting with was Umarani. I explained everything to Umarani as I noted in my post and the outcome was that the problem had been dealt with and that my mum would not be charged again. Sadly this was not the case. 

    • Lee_R's avatar
      Lee_R
      Forum Team
      11 months ago

      Thanks for getting back to us Ianw1964 

      Sorry to hear that your mum's Netflix issue remains unresolved.  I'd like to take a look on both of your behalf. I am going to send you a private message.  Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee_R

      • benidoine's avatar
        benidoine
        Dialled in
        11 months ago

        Are you going to gaslight this customer too?  I saw you fob off another customer on another thread.

  • Ewan1977's avatar
    Ewan1977
    Tuning in
    11 months ago

    Hi Ian I am sorry to hear about the problems you and your mother are experiencing and this is something neither of you should have to experience.   I would strongly advise that you cancel all services with Virgin and move to another provider because Virgin are incapable of resolving any problems you tell them about.  It doesn't matter who you speak to at Virgin because nothing will happen because the staff aren't interested in their customers.

  • benidoine's avatar
    benidoine
    Dialled in
    11 months ago

    Be careful Virgin Media don't keep billing you for Netflix even after you cancel.

    If you have a VM TIVO box - see if the Netflix account has been automatically signed into it (in the apps, Netflix).  Somehow the Netflix account I didn't create got automatically signed into my Tivo - it wasn't me that did it! You may be able to get the username and email address that it was signed in with, then Netflix will be able to cancel the account at their end. You'll still need to get Virgin to stop charging you though.  Netflix customer services advised me where to locate the user email address.  They then also confirmed that the Netflix account was created via the Virgin Media website at a time when we were not at home - so clearly by someone else, and not inside my house.