Forum Discussion

sjpatel479's avatar
sjpatel479
Just joined
2 days ago

Wrongly added Netflix premium to my account and still being charged!

I have virgin media - broadband/phone/basic tv package. I discovered in May that I was charged for a Netflix premium subscription every month since January despite not signing up for/even watching Netflix. I called the customer service and I was told they would look into it. I am still waiting for a response about a refund. At least they told me the netflix premium subscription had been cancelled going forward. But now it has appeared again on my next month's bill!

How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled! The call centre keeps telling me that I am not being charged but it is clearly on the bill for the last 5months!

bill
billing
help!
netflix
refund

3 Replies

  • Anonymous's avatar
    Anonymous
    23 hours ago

    Let me offer a hypothetical suggestion.

    VM’s customer service provision is all outsourced to third-world countries, now let’s imagine that some of the (underpaid) ‘agents’ working in said call centres are susceptible to bribes, ie they quietly add Netflix subscriptions to various accounts in return for ‘brown envelopes’; the credentials for these subscriptions are passed to a third party who now have access to Netflix which you are paying for! Hopefully the target doesn't notice for a while, and off and when they do and causes a fuss, the agent has long since moved on to another job.

    "How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled!"

    Well, corruption or incompetence on VM’s part. I’ll leave you to decide which is more likely.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    12 hours ago

    Hi sjpatel479, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear that Netflix has been added. Due to it being a bill add, we're not able manually add this. It can only be added from your end, either by signing in to Netflix on your TV box, or by adding through My VM. It's not possible for us to do it this end for you as there are terms and conditions you need to agree too before it can be added to your bill. 

    We can check the account and ensure it's been set to be terminated for you though. 

    In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks, 

    • Anonymous's avatar
      Anonymous
      2 hours ago

      "It can only be added from your end, either by signing in to Netflix on your TV box, or by adding through My VM. It's not possible for us to do it this end for you as there are terms and conditions you need to agree too before it can be added to your bill."

      Fine; except the OP specifically states, "despite not signing up for/even watching Netflix."

      So, be honest you are calling him or her a lier, aren’t you? You are unequivocally stating that the only, only way is that the customer explicitly signed up for Netflix, but apparently forgot. There is no, zero way that your systems allows a corrupt CS agent to ‘add’ a Netflix subscription. That’s your claim is it? 

      A 'bill add’, so any addition can only be done by the customer directly? They can’t ever call up to have something added; no? Or can they? So if a customer can call to have, say Sky Sports added for an additional fee, what’s stopping a corrupt CS agent just adding it to anyone’s account?

      Kath, stop it, you are better than this! Yes, you can check and forcibly terminate any unauthorised Netflix add on; good, but please stop with attempting to defend the indefensible. We know this happens, far too many reports on here of it happening, mysterious ‘additions' to customer’s accounts that they never asked for.