Netflix added to bill when not requested!!!!!!!!!!!!

[LJK18]

Hi  Im now at a loss as what to do.  We,ve apparently been with Virgin for 16 years. Last November out TV box broke and we were duly provided with a new box which was installed by their technician.  Since then magically a Netflix streaming subscription has appeared on our monthly bill.  This was NOT asked for by me or hubby.  Since 2017 we have paid directly each month to Netflix for a subscription for our smart TV and had absolutely no problem watching Netflix on that TV - the same TV we are currently using.

So as soon as this unexpected charge appeared I phoned and complained and got a very helpful young man who assured me that he would get the issue sorted.  On 2 december I got an email from Virgin titled; Your Netflix Account has been Cancelled.  Great or so I thought

Next month I get my bill with yet ANOTHER 17.99 charge for Netflix Streaming  so this time I tried a web chat after waiting half an hour to be put through to a human the guy seemed very helpful.  The webchat went on for over half an hour during which time he checked numerous things and finally assured me that the issue had been resolved and I would get a refund of the charge I had not asked for. I took a screen shot of the web chat for reference . 

Move on to the next month and guess what? Yep another 17.77 streaming charge.  this time |I tried an online complaint form. The reply duly came back appologising and 'as a gesture of goodwill'!!!!! offering me a refund of 3  X 17.99 - urmm I never subscribed or asked for this service in the first place!!!!!!!!!!! I accpeted the refund and was assured that the issue had been resolved.

Role on yeterday and my Virgin Media Bill arrived.  Oh what a surprise yet ANOTHER 17.99 streaming charge!!!!!!!!!!!!!!!!!!!!! Yes I had received the promised credit.  I completed another online complaint and have just received a reply telling me that I am the one that has to contact Netflix and cancel my account .  When I log into my Netflix account I can see all the payments I have made to them via my Credit Card but there is absolutely NOTHING relating to the Virgin Charges and why should there be they are to do with VIRGIN.

When and how can I get this issue resolved ? I was stupid enough to change my plan in November but when this contract does run out Im off Ive absolutely had enough of this. It feels like Im talking to a brick wall!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[Kath_P]

Hi LJK18, 

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 you've had some issues getting these rogue Netflix charges stopped. Usually when been billed it would be related to signing up to Netflix via your V6 or 360 box and selecting Virgin Media as your payment method.

It's worth loading up Netflix via your Virgin set top box to see if this logs you in to the account. If it doesn't and it asks you to sign in, then you can use your usual Netflix details to be able to watch it. 

In terms of the charges though, we can refer this to another team who can terminate this for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,