Unauthorized Netflix Charges on my Rogers Bill

[mld699]

For the 2nd time in consecutive months Rogers has applied an additional Netflix charge on my bill that I never signed up for.  I already have a Netflix account that I use Paypal to pay for.   I already contacted Rogers about this issue and was informed no one had made any changes to my account.  If that is the case then why was the extra charge added again this month?  

I strongly believe someone has used my personal information and signed up for some kind of a deal where they connected their NETFLIX to my ROGERS account.  I would greatly appreciate if ROGERS would resolve this issue for me and give me a proper explanation as to why these changes are taking place on my account without my knowledge.

I have been a ROGERS customer since 2011 and I don't want to see additional charges pop up on my account each month for a service I never signed up for.   If this continues then I will have no choice but to cancel my ROGERS wireless and switch to another mobile provider.  

**Labels Added**

[RogersYasmine]

Hello @mld699,

Thanks for joining us here in the Rogers Community Forums and congrats on your very first post. 🙂

Finding unexpected charges on your invoice is never fun. I'm sorry to hear that you are being double-billed for the same service (once through PayPal and once through Rogers), that's not cool at all. I don't blame you for being concerned. 

In order to have your Netflix services billed through Rogers, you would have to log in to your MyRogers profile online and make the request. This means someone would have had to have access to your Rogers login credentials in order to register. Is there anyone else that has access to this information and may have processed this request without your knowledge? You may read more about the process by clicking HERE. You may also want to consider changing your MyRogers password online as well, for your own safety and security.

In order to have this additional Netflix account closed, I would strongly recommend reaching out to the Netflix Customer Service Team for assistance. They are available 24/7 and here is how you may reach them:

• Toll-Free number:
  • 1-888-811-9842
• Website:
  • https://help.netflix.com

I hope this helps! Please do let us know if you have any new information to share regarding this matter!

RogersLaura

[mld699]

I have spoken to ROGERS a few times and have been told that there are only the two mobile lines attached to my account and they reassured me that there was no other subscription on my account, but then once again this month I was billed for my mobile services and for NETFLIX.   When I called NETFLIX to resolve the issue they told me there is nothing they can do because the charge is appearing on the ROGERS bill.  

How is it possible that I am being charged by your company for something I never signed up for?  One ROGERS employee went as far as to tell me that they are using voice recognition software so that even if someone called and used my personal information that they would still not be able to request changes to my account.  What I find puzzling is that your company doesn't even acknowledge that this addition has been attached to my account.  The person I talked to from the billing department did deduct the NETFLIX charge on the bill I received for the month of April, and at that point I believed this issue was resolved, until I received the bill for May with the NETFLIX charged tacked back on again.  It doesn't help that ROGERS has no idea where this charge is coming from while it continues to be shown on my bill.  If the add-on was attached to my account by mistake on the part of ROGERS it would at least be helpful if I could remove the NETFLIX addition from your website, but that option isn't even available.  

I don't want to have to dispute additional charges every single month from now on because of something that wasn't even initiated on my part.  Every ROGERS employee I have talked to agreed that I never called or chatted with ROGERS to have this added to my account. 

I don't want to be paying 34 dollars (17 from NETFLIX and 17 from ROGERS) every month.  Netflix has always billed me either through the gift card balance on my Netflix account, followed by PayPal if the gift card balance wasn't enough.  ROGERS has never been used as my payment method for the Netflix account that I manage.  If someone out there used my personal information to open a separate NETFLIX account and is paying for it through my ROGERS account then I would like to know.  

[RogersZia]

Good evening @mld699,

I appreciate the details you've provided so far! Is your MyRogers email/username same as your Netflix email/username? As mentioned above, you can only subscribe to Netflix carrier billing if you make the request via your MyRogers.

Are you able to click on Manage your experience in MyRogers from the Overview screen? What do you see when you click on the option?

RogersZia

[mld699]

This is what I see under MyRogers.   

This is what I see on my bill.

I never made a request to Netflix through MyRogers.   It used to be the same e-mail for both my Netflix and Rogers, but I have changed my Rogers e-mail recently.  The password to get into MyRogers and my Netflix accounts have always been different.  

The last time I talked to Rogers I was told the Netflix charge would be taken off my account and yet I got charged once again for the month of May.   Given that Rogers charged me again for Netflix in May I would not be surprised if your company will charge me again for Netflix for the month of June despite the fact I have already paid for Netflix through the Netflix website. 

[RogersZia]

Hello @mld699,

I know you've mentioned that you already spoke to Netflix, but were they able to at least locate a second account associated with any of your emails?

We would like to take a closer look in your account to sort out the double billing issue for you. Since the Community is a public platform I would recommend you to reach out to us via PM @CommunityHelps for further assistance. 

If you're not familiar with our private message system, please check out the How To Send A Private Message blog to learn more. 

RogersZia

[dervishlg]

I am having a similar issue. I'm being charged for Netflix even though I do NOT have a Netflix account!

Have you had any luck getting this off your Rogers bill?

Edit: was charged April and May, called Rogers and they reversed charges. Showed up again in June.

[RogersYasmine]

Greetings @dervishlg,

I hope this message finds you safe and well!

Thank you for reporting this billing concern to us. I understand that it's not nice to receive third-party charges on your bill, especially when you don't recall subscribing to the corresponding service. 😟

By any chance, did you have a look at post #2 of this thread? It may help provide some clarity regarding your issue. Unfortunately, you would need to reach out directly to Netflix to have the service cancelled. 

We appreciate your understanding. 🙂

RogersLaura

[dervishlg]

I have called Netflix (in April, after my first charge), but because I don't have a Netflix account there's no way for them to track the charges.

Last time I called Rogers (in May) the rep and I talked about transferring my info to a new account number if the charges kept happening. I'll be doing that later next week and hopefully there'll be no more unauthorized Netflix.

Seems strange more than one person would have this issue, and the charges started the same month too? I wonder if others are experiencing this..

[mld699]

I haven't had any luck removing the charges from my account. 

Netflix shouldn't have to address this issue because they're not the ones charging me for ROGERS. It's Rogers that's charging me for Netflix. I have been with Rogers for almost 10 years now and I can't believe that they have charged me for three months now for a service that I never signed up for.  

It can't be that hard to delete a charge from a bill that you know I never requested from you.  It also shouldn't be that hard to keep the charge from re-occuring.  One Rogers rep told me they have voice recognition to make me feel at ease that no one impersonated me to add a new service to my account, which begs the question - why is the charge continuing to appear on a monthly basis if Rogers has no knowledge of anyone requesting Netflix from my end?  It would be nice if the Rogers reps would be honest with their customers and admit when it is obvious one of their customers information has been breached.  It's bad enough to be double charged for one service, and it's even worse when the company takes no responsibility for my personal information being used by a third party. It looks like I will have to cancel my Rogers account entirely, including my wireless account. I am not on any contract with them.

[astorozinski]

I am also experiencing this. Did you ever have your issue resolved? I've been charged for 3 months now and have tried to explain the situation to both Rogers and Netflix over the phone. I've spent over an hour in store with a manager trying to resolve the issue which he assured me was going to head office for review. Just got my July bill with another Netflix charge and am not sure where to go from here.

[RogersMoin]

Hello, @astorozinski.

Thank you for joining this discussion, and welcome to Rogers Community Forums!

Getting billed for the service which you have not subscribed to can be quite upsetting. Please send us a private message at @CommunityHelps so we can investigate the charges and cancel the Netflix subscription for you. Details on how to send a private message explained in this blog.

Regards,

RogersMoin

PS: Any other participant of this thread feel free to send us a PM if the issue has resolved. 

[artp26]

Has anyone been able to resolve this?
I called Rogers and they told me to call Netflix and I called Netflix and they told me to call Rogers.

[RogersRob]

Hello, @artp26.

Thank you for your post and welcome to the Community!

Seeing unexpected charges on your invoice for Netflix can certainly be disconcerting, we would like to take a closer look at the situation with you.  Please send us a private message at @CommunityHelps. Details on how to send a private message explained in this blog.

Regards,

RogersRob

[michsg]

I've had the exact same experience. Very glad I'm not the only one. The charge has come up on two bills now.. not sure what to do from here... 

[RogersHarry]

Hello @michsg

Thanks for your first post!

It can be upsetting seeing an unexpected Netflix charge on your account. We'd like to take a closer look at this for you and review what transpired.

Please send a private message to @CommunityHelps so we can locate your information on our file and get started.

If you aren't familiar with our private messaging system please click  here

Cheers

RogersHarry

[barong7]

I have had unauthorized Netflix charges on my billing since last October and it's still not resolved.  Both Rogers and Netflix deflect the problem to each other.  Spent several hours talking to both parties. Do not expect any help from Rogers.  Been paying Netflix directly for several years.  The only solution is to cancel Rogers account and go to another mobility provider.

[RogersJo]

Hey @barong7, 

Welcome to the Rogers Community Forums and congrats on your very first post with us! 😊 I hope you're staying safe and sound. I'm saddened to hear about your billing issue with regards to your Netflix charges. That's certainly not the type of experience I want you to be having. 

We'd love the opportunity to get this all ironed out for you as we'd love for you to stay! If you can kindly send us a message at @CommunityHelps we'd be more than happy to have a look into this for you. In the event that you're unfamiliar with our private messaging system, feel free to Click Here.

Looking forward to hearing from you! 👍

RogersJo

[barong7]

Sorry but I'm done after 10 months of frustration and you can thank Gerth from Brampton who refused to remove the latest unauthorized charge.  All previous Netflix charges were removed but he maintained it was my responsibility.  After the hours wasted on this I have cancelled our two cell phones with Rogers as it seemed to be the only way to resolve this problem.  Never authorized Rogers nor Netflix to collect through your billing system. Why would anybody do that if they're paying Netflix directly?  Rogers' billing system has been compromised but you seem to refuse to acknowledge that by blaming Netflix who says: Why would we ask Rogers to collect from without your authorization when you pay us directly?  I'll be waiting for an adjusted usage billing and the removal of the unauthorized charge before paying.

[RogersYasmine]

Hi @barong7,

I definitely understand how you feel and it's disappointing that things had to end this way. We respect your decision. Should you ever have a change of heart, we'll be more than happy to welcome you back on board. 

Thank you for your business and we hope you take care and stay safe!! 

RogersLaura

[barong7]

Please remove the unauthorized charge and adjust my bill for usage to August 26 and I will gladly pay my new balance.