I didn't sign up for Netflix yet I have been charged since November 2023

[Jazzkitten]

Hello all

I found out today that I've been charged £17.99 for Netflix every month since November 2023 and neither my husband or I could remember doing it - probably because we didn't.

I rang Virgin and they told me I needed to contact Netflix as despite the fact they were the ones charging us, they couldn't do anything to cancel the Netflix subscription we didn't sign up for.

So I rang Netflix who told me to sign into my Virgin Media account and there I would see a button saynng Recover Netflix account which I couldn't see, neither on my PC or my mobile app.

So, they then told me I needed to speak to Virgin again, who will probably tell me to speak to Netflix.

I am incredibly annoyed, at being pushed from pillar to post and having been charged for a service we did not sign up for, and do not want. 

When I open Netflix on my TV, there are 5 profiles all with names I don't recognise, and all of them are PIN locked.

So, someone has hacked our WiFi and we're paying for it? Is that what's happened?

[Ashleigh_C]

Hi there @Jazzkitten 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your account and for the confusion regarding this. To confirm does an email show at all if you try to access Netflix, and if so is this your own email? 

[Jazzkitten]

Hi @ashleigh_c

Thanks so much for your reply. I spent a long time on the phone after I posted this, talking to Netflix and they showed me how to access the settings on my TV, revealing an email address that was not mine.

This clearly showed the system had somehow been hacked by someone. I made a note of the email address and the Netflix agent changed the account to use my email address so I could remove all the profiles and I plan to cancel the account but I wanted to ensure that before I did, if the details of this person are needed by Netflix or Virgin, then I have them.

I've also reported them to the UK Fraud Squad. I'd like a refund for the subscriptions I paid so far, a total of £53.97 paid via my direct debit through Virgin. 

I will look forward to hearing from you again soon.

[Ashleigh_C]

Thank you for popping back to us @Jazzkitten and I am glad you were able to speak to Netflix and change the email. I'd be more than happy to chat with you via a private message and take a look into raising a complaint in regards to this. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.