Since last July I’ve been charged every month for Netflix, which I don’t have through Virgin.
Every month I ring you and you agree that I am being mis charged, then you refund me, and say very sorry won’t happen again, and here I am again
Hi Neddy1960 👋
Welcome to our Community Forums and thanks for your post.
We're sorry to hear that you are being charged for Netflix.
In order for this to be added to your bill, someone would have needed to have logged into the Netflix account and updated the payment details to pay through Virgin Media. There would have been a few confirmation pages and the PIN would have also needed to be entered.
The Netflix billing isn't something we can activate from here.
It's worth checking your box to see if the account logged in matches the account you're also paying for through them as usually once you opt to pay through Virgin Media, the payment is then not taken separately too so if this is happening, it sounds as though you've created a new account rather than logging in to an existing account.
To cancel paying Netflix through your Virgin Media bill, you will need to log in to the Netflix account directly through them and either cancel the account or update the payment details to another method.
Sorry Alisha that’s wrong, on every occasion your work companions have agreed with me and refunded my account.
also on another occasion I was told to go to entertainment services and actually cancel Netflix through there as it has a glitch in the system which unfortunately updates the system.
currently I am unable to cancel Netflix on the system
When you sign into your Netflix account, can you see that VM billing has been added as a payment method?
I am also having a similar issue. Starting November Virgin charge me £18.99 a month for a Netflix package that I never set up. I buy Netflix directly via Netflix at a lot cheaper price and have done for years.
I have been promised on a couple of occasions that they will cancel and refund. In February I received a refund for 3 months Netflix, but they still keep listing it on my bill and taking my money. I have also informed them via WhatsApp chat (that was a very painful experience) and again falsely promised it would be rectified. I have just put a complaint in via Virgin's site.
I have also queried if they have just put me on a new contract (I have been out of contract for a couple of years). I have said if they have I am taking this to the ombudsman.
Virgin are costing too much money, time and inconvenience.
Lolol 🤣 imagine that's the good news. And that actually your catv feed and telco line has been rerouted by criminals and slowly they've taken ownership of all your accounts skimming of every purchase you make online and 2 factor auth.... no problem all of your communications take a slight detour between you and your intended. I've got 4x hub 5s aparently. And an extra 360 box that no ones ever seen. Such a wild imagination
I am also having the same problem. In January and February I was charged £18.99 for Netflix and when I rang to complain, I was told that I must have clicked on netflix via virgin. I informed them that the netflix account I already have is setup by my daughter and has been for many years. I have never had a netflix account and he couldnt/wouldn't listen that surely it should take more than a "click of a button" to set up a subscription. I was then told that I would NOT be refunded as it was my mistake. After going back and forth somewhat with my same argument, I was told he would put my case across. Not surprisingly I've never received a refund, however I have this month AGAIN been charged £18.99 for netflix. I will be ringing again tomorrow!
Thanks for reaching out to us michellemann75, and a very warm welcome to our Community Forums!
Sorry to hear of the issues experienced with the Netflix services.
We would have to advise that if you want to cancel the Netflix services, this is not something we can do on behalf of a customer.
Can you please confirm if Netflix is quoted in your contract at all at point of sale?
Thanks
David_Bn
No it isn't as previously stated, we already have a Netflix account and have done so for many years. I took my contract out at the same time as complaining about Netflix being added onto my account without my knowledge or consent, so it definitely wasn't added on.
Thanks for coming back to us michellemann75.
If there is a charge that's related to a Netflix service, this would suggest there is an account that has been activated
Thanks
David_Bn
And there lies the problem, no account has been activated by me, Virgin just keep charging me for something I haven't requested or authorised!
Don't let them lie to you. This happened to me also. I could prove that the account was created at a time we were not home, and yet they won't accept that these accounts are being created either fraudulently (by hackers) or through a fault in their system.
I have offered my assistance (I am a professional software engineer analyst) to help diagnose how this can happen from the customer client end, but they have instead insulted me and claimed I must be at fault somehow. They cannot however give me an explanation of how the account was created.
If this can happen to me, with an extensive high profile career in software development, and being extremely tech literate, most of their customers are going to just get ripped off without a good ability to defend themselves.
My advice - take it to the OFCOM and Action Fraud. Get a crime number. Call your MP. Raise a formal complaint with Virgin Media.
There is, of course, a more disturbing possibility. A number of VM’s customer service agents are corrupt and are fraudulently adding various ‘extras’ onto customers' accounts so as to boost their bonuses for ‘upselling’ services. See the various threads where customers claim that ‘Homeworks’ has been added to their accounts without their knowledge.
Of course, I wouldn’t want to suggest that VM knowingly encourage their customer service people to do this, it’s more the fact that they have outsourced everything to the lowest possible bidder and turned something of a blind eye to what they do and washed their hands of their actions.
So, here’s what you need to do. VM claim that you authorised them to add Netflix to your account, the onus is on them to prove it. You first request a DSAR, even requesting, no, demanding this costs them money and they are legally obliged to do so. Simultaneously, you raise a formal complaint - be aware that this complaint will go nowhere and will be answered with a meaningless response, apparently written by a three-year old, and will end with ‘we hope this works for you’.
Fine, reject the ‘resolution’ wait eight weeks and raise a complaint with the Ombudsman service, in which you request that VM cancel the (fraudulent) Netflix add on, and refund you all the extra monies they have charged you, plus a compensationary sum of three times what they have (over) charged you in recompense for your time spend progressing this, their failure to provide proper service etc.
That is also a very significant possibility. It appears these accounts are set up with completely different credentials to your Virgin Media account (name and email address) then linked to your Virgin Media account number. You are then billed by Virgin. These accounts must be getting verified through those email addresses before they are fully activated (unless I am wrong and the set up via Virgin's portal into Netflix negates this requirement). Either way - there is an exploit where these accounts can be created with alternative credentials. This is a serious security issue.
I've raised the complaint with OFCOM and Action Fraud, but there needs to be a large group of customers to make a group action to get some results on this. Virgin Media are lying - there are obviously many customers facing the same issue, but in each case they will tell you that your circumstances are nothing like what the other customers are describing. This is a lie.
