Forum Discussion

woodywoodruff's avatar
woodywoodruff
Joining in
2 years ago

Still being charged for Netflix

After reading through many posts on here it seems there are lots of people in the same situation as myself in that they are getting charged for a service they did not sign up for. 
I have had my own contract with Netflix for years and have watched it through virgin for many years without any issues.

Then in March i suddenly started getting charged by virgin through their streaming service. As I wasn't too keen on paying twice for the same service I contacted virgin who through their online help service informed me that it had now been cancelled (I have the screenshots) I even received an email from virgin informing me of this.

Fast forward to my June bill arriving today and guess what, I'm still being charged for Netflix despite being told in April it had been cancelled.

This is unacceptable and after reading about so many people in this situation something needs doing about it. If the situation isn't resolved I feel I will have no other option but to refer virgin to the ombudsman and cancel my account of over 15 loyal years.

Unacceptable

3 Replies

  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    2 years ago

    Thanks for reaching out to us woodywoodruff, and a very warm welcome to our Community Forums!

    Sorry to hear of the issues you've been experiencing with the Netflix charges on your Virgin Media account.

    We would advise that we cannot add a Netflix account on your behalf, unless the Standard subscription was added onto your contract with your approval during a renewal or agreement of a new sale.

    With this, we would also confirm that we cannot cancel a subscription to Netflix for a customer, nor can we upgrade this to generate a charge from beyond the Standard subscription.

    Is this standard subscription also included in the original contract agreed with Virgin Media?

    Thanks

    David_Bn

    • woodywoodruff's avatar
      woodywoodruff
      Joining in
      2 years ago

      It appears you can as my contract hasn't been renewed and my original contract was from before you provided Netflix on the streaming service.

      Also you need to pass the above message on to your advisors as they assured me, of which I have screenshots,that they had indeed cancelled it and that I wouldn't be charged for future months.

      A Quick Look at this forum and you would be able to see that I'm not the only person this has happened/is happening to.

      Please advise how this can be resolved instead of sending a generic response to a problem which is clearly your own doing.

      Many thanks.

      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        2 years ago

        Thanks for coming back to us woodywoodruff.

        Happy to take a closer look into this for you, and feedback on any agent that has offered out incorrect advice.

        Check out the envelope in the top right hand corner for a private message from me

        Thanks,

        David_Bn