Netflix membership cancelled because Virhin Media can't pay it.

[nontech]

We have Netflix included in our Virgin Media bundle for an additional charge of £10.99/month.

We received an E Mail from Netflix stating that our membership had been cancelled from 21st June 2024 because Virgin Media have informed them that our account could not be billed through our Virgin Media subscription.  We haven't been informed of this by Virgin, and our July bill still includes the £10.99 charge.

We've tried phoning but none of the options fit the problem and we cannot get hold of a human operator. The online chat also has no option that fits and can't understand the query.  We've also sent an E Mail to vmteam@virginmedia.co..uk but not received a reply.

Where do we go next?  Write to Virgin Media head office?  Put up a complaint on Twitter?  Call an engineer?

[Cardiffman282 · Accepted solution]

Raise a formal complaint in writing with a view to escalating to the Ombudsman. Link is below. 

[nontech]

Thanks, Cardiffman (a fellow countryman), we've tried some of the methods your complaint suggestion mentions (both phone numbers and the web chat) but not by letter or web form - so we'll try both of those.

Many Thanks............

[Steven_L]

Hello nontech,

Welcome back to the community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your Netflix membership and trying to get in touch to have the problems looked into. Also we don't have an email address to contact us about such issues. We would be able to help further from here. Are you able to login to your Netflix account to check the current payment method that is setup?

Kind Regards,

Steven_L