Netflix removed when renewing

[cpg83]

I am currently dealing with this problem myself today. Renewed online 3 days ago and now my Netflix premium has gone (as Netflix emailed me to say my plan was downgraded). Now I am onto the chat in WhatsApp and they haven’t been able to help either. I am astounded as to how this has went amazingly wrong!! 

[cpg83]

Hello David. Please see my below post about my experience today. It has been horrendous. In the end, I made a second phone call to the retentions team who finally added a credit to my account for Netflix Premium, meaning I am not being overcharged. The agent did say that he has never seen the premium option added to a pre-contract renewal before, and this is something new to him. But something has went totally wrong, from me accepting the new contract (online) to eventually getting the final confirmation of the new contract. Then Netflix email me to say my plan with them has went down to standard! So, again, something has went wrong from the renewal offer > offer accepted > Netflix integration. Causing two phonecalls and someone in whatsapp not being able to do anything except raise a ticket with the IT team! 

How can the online renewal system be so flawed? Why is it advertising products that will not be included? Why did the agent on the first call 3 days ago, assure me that everything would stay the same If i accepted the online renewal? The online renewal does not work!! It is flawed! 

[cpg83]

same has happened to me today, received an email from Netflix to state my plan was downgraded (even though my pre-contract letter stated premium was included). Eventually after phone calls to VM, they have honoured it and added a credit to my account for the 'upgrade' (even though I had it for the last 12 months). 

Massive error from VM here - the agent on the phone has never seen this before, but this forum certainly has! It needs escalated to someone senior asap, and fixed asap! 

[Effyrara]

Yes I spoke to VM and they've said they will also add a credit to my account for the 'upgrade' but I've got to go back to them tomorrow to confirm I've upgraded my netflix to Premium as they can't their end. They must have had a lot of complaints over the last couple of days as everyone who had premium previously would notice the downgrade straight away! Very misleading!!

[Ashleigh_C]

Hi there @cpg83 

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

I am so sorry to hear that you have faced this issue with Netflix after your recent package change. I would be more than happy to take a closer look into this with you via a private message. 

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.