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Billed for Netflix that I do not have

MikeF57
Joining in

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.

17 REPLIES 17

Molly_T
Forum Team
Forum Team

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. 🌞

Molly

Andymac46
Joining in

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. 

Hamiaha
Joining in

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. 

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. 

Vikki - Forum Team


New around here? To find out more about the Community check out our Getting Started guide


benidoine
On our wavelength

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.

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.

benidoine
On our wavelength

see my other replies on this thread.

gilbo2
On our wavelength

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?

..

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

Are you having some issues with a Netflix subscription? 

Matt - Forum Team


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