Netflix account

[cly56]

Good afternoon, Virginmedia Account [MOD EDIT:PERSONAL INFORMATION REMOVED] Area 28. I am urgently seeking your help regarding charges that are being applied to my Virginmedia Account for a Netflix service  I do not receive.  I do not have, nor ever have had a Netflix service on my Virgin Media account.
In September 2023 a charge of £15.99 was added to my Virginmedia bill for Netflix streaming.    I spoke with a Virginmedia representative who agreed to deduct the charge.  This charge has been applied every month, every month I have telephoned explaining my situation, the £15.99 gets deducted from the Direct Debit.   I have received my January bill and the Netflix subscription of £17.99 has again been charged. I keep getting assured this chargi will stop.

i was advised to go on to my Virginmedia account and cancel   Netflix streaming on the Entertainment Services, I have tried this with no success.    My monthly package for Wi-Fi, television and phone service is £83 per month.   I have been a Virginmedia customer since 11th July 2002, joining when the company was NTLWorld.

I would appreciate most sincerely if this matter could be rectified as soon as possible. I am over 80 years of age and the whole situation is upsetting and stressful.

many thanks

Isabella

[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Akua_A]

Hi @cly56 

Welcome to our community forums and sorry to hear you have been surprisingly charged for Netflix.

We can understand your concern and want to do our best to help. To best look into this, I have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this,

Thanks,

[cly56]

Thank  you for your e mail re my Netflix problem.   The matter is not yet resolved although one of your colleagues has been working hard on it but still no success with the resolution of the problem.

[Tom_W1]

Hi @cly56 thanks for your reply.

Akua will be doing her best for you, thanks for your patience while we work our hardest to get things resolved for you. 

Many thanks

[cly56]

Hi there Tom_W, I just wanted to let you know that Akua has been extremely helpful, patient and courteous with me and I cannot thank her enough for resolving this problem.   It had caused me a lot of stress and a few sleepless nights but all is well now and I am so glad I contacted you at community.virginmedia.com.   I would have no hesitation recommending your service to any Virginmedia customer who might need it.

Akua said my bill will be monitored by you and for this I am very grateful.  I believe my account will be reimbursed for the £35.98 soon.

Again many thanks for your attention.

cly56

[Carley_S · Accepted solution]

Hi @cly56 

Thank you for letting us know that this has been resolved for you and for taking the time to write your kind words about Akua's support. 
I have passed this onto their manager so they are aware.

If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you. 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
 

[Hamiaha]

I am happy to hear that you got this resolved because I have exactly the same problem. 
I am being charged for Netflix when I have never asked for it from Virgin Media or Netflix. 
telephone calls etc have got me nowhere. 
there is something very wrong that this is happening to lots of customers.