Forum Discussion

MikeF57's avatar
MikeF57
Joining in
2 years ago

Billed for Netflix that I do not have

Is anybody else having this problem?

For months now I have been billed £17.99 for Netflix premium that I do not have. It is described as a Stream Subscription. I do not have any TV services from VM, I only have broadband. I have never requested Netflix. The first few months I called up to complain and was given a credit on my bill. Each time I was told that Netflix would be removed from my account but it never was. I have sent a number of emails and each time I am advised to contact Netflix to cancel the subscription. I have called Netflix who confirmed I do not have an account with them. I am tired of this constant over billing and appalling customer service.

Has anyone else had this problem and if so how did you manage to solve it? Would be grateful for any help or advice.

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

    Hi MikeF57 👋 Welcome to the community! Thanks for posting. 

    Sorry to hear about these issues with Netflix on your Billing! We do offer adding Netflix to your bill if you wish to consolidate your billing - however this should not happen without your knowledge or consent!

    We will need to take a closer look at the account to investigate what has happened and offer further support. 

    I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • Andymac46's avatar
    Andymac46
    Joining in
    2 years ago

    I have been having the same issue. I have been billed for a year now and the last couple of months it has gone up to 17.99. I didn’t ask or activate Netflix through virgin media. I have made several complaints only to be told to go to Netflix and cancel my subscription. But I have no subscription. This has caused me a lot of stress. 
    I made another complaint yesterday. I received a reply this morning. Again being told no refund will be issued to me as Netflix is active on my account and I need to speak with Netflix. The charge will continue. I feel my only option is to cancel my virgin media and go to another company. 

    • benidoine's avatar
      benidoine
      Dialled in
      2 years ago

      See my other reply to MikeF57.

      If you have reported this as fraud to Virgin Media, and they have failed to act, report the matter to the police and to Ofcom.

      Even if you cancel your Virgin Media account, they will likely try to keep on billing you for the Netflix fee.

      I have informed them of the security exploit in their system. They are dragging their feet about resolving it.

  • Hamiaha's avatar
    Hamiaha
    Joining in
    2 years ago

    I am having exactly the same problem never asked for Netflix but being added to my bills. 
    3 months of phone calls and getting no where. 

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

      Hi Hamiaha

      Thank you for your post and welcome to our community.

      I am sorry to hear about the issues you are having with Netflix.

      I will send you a private message now so we can help.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • benidoine's avatar
    benidoine
    Dialled in
    2 years ago

    Virgin Media are lying to you.

    I have made them aware that they have a security vulnerability which is enabling hackers to create Netflix accounts via their web portal, associated and billed to your VM account. The hackers can create a Netflix account with completely different name and email address to what you have registered with Virgin Media.  This is bad enough - it should never be possible to do this, except VM are inept.

    If you don't have any details of the Netflix account, Virgin do - they should be able to talk with Netflix, and identity the Netflix account via the shared billing information they have.  Netflix bill VM, and that billing request with have a unique  token. If you report this as fraud and they fail to act, then go to the police and also report the matter to Ofcom.

  • gilbo2's avatar
    gilbo2
    Dialled in
    2 years ago

    What can you do to protect yourself from becoming of victim of this issue? Can your account be locked somehow or a price cap put in place?

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

      Hey gilbo2, thank you for reaching out and I am sorry to hear this.

      Are you having some issues with a Netflix subscription? 

      • gilbo2's avatar
        gilbo2
        Dialled in
        2 years ago
        Matthew_ML wrote:

        Hey gilbo2, thank you for reaching out and I am sorry to hear this.

        Are you having some issues with a Netflix subscription? 

        Hello Matthew, no, but I am extremely worried by the claims in this thread that Netflix charges appear by some unscrupulous method, hence if this is a real risk, I wanted to know how I could lock down my account so that only "I" can authorise additional services?

  • Bonnie4's avatar
    Bonnie4
    Tuning in
    11 months ago

    I am having the same problem I've been getting billed for Netflix premium which I didn't add since October 23 then they had a charge on to cancel it out after I phoned up except they didn't do it last month and I got charged for a service I can't access and didn't request they keep telling me to contact Netflix to cancel the Netflix I've spoken to Netflix and they've said I don't have an account with them so they can't cancel it it's up to Virgin media to cancel I have spoken to Virgin media removals team complaints team ordinary team and not one single person will help me All I keep saying is contact Netflix and Netflix tell me to contact Virgin media cos I don't have an account so I'm being charged for something I didn't request can't access don't use and no one will help me I've had a resort to the ombudsman to try and get it sorted out

    • benidoine's avatar
      benidoine
      Dialled in
      11 months ago

      Let us know how it goes.  I've had a similar experience to you.  Virgin Media have lied repeatedly.  I have reported it to Action Fraud and OFCOM.  If Virgin Media don't start acting, customers will need to group together to take it to our MPs and a group case to OFCOM.

       

  • gilbo2's avatar
    gilbo2
    Dialled in
    11 months ago

    I spoke to a couple of colleagues who have VM and to my shock they both had been a victim of this "problem" with Netflix charges when they had not requested the service. That (combined with the Hub 4 login problems) was the final straw so I cancelled my VM contract inside the cooling off period. Such a shame as VM was by far the best deal but I was not prepared to accept this Netflix risk.

    • benidoine's avatar
      benidoine
      Dialled in
      11 months ago

      You only have to search on this forum to see that this is not an isolated problem. Virgin Media are lying about the existence of the problem and the scale of it.

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      11 months ago

      Hey gibo2, thank you for reaching out and I am sorry to hear this.

      Are you suffering from a Netflix issue?

      • gilbo2's avatar
        gilbo2
        Dialled in
        11 months ago

        Hi, no, because there are a number of Netflix complaints, including from trusted people away from this forum, the risk spooked me enough that I canceled in the end during the cooling off period. Hope this all gets resolved when my new ISP contract expires in 18 months.