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]

Hey @barong7,

Thanks for reaching out to us on the back end! We'll continue assisting you via PM! 🙂

RogersLaura

[kuiackm]

I'm also having the same issue. Have spent a total of probably 12+ hours (5 calls with Rogers, 4 calls with Netflix) and both parties just keep deflecting to one another with no accountability. A helpless feeling. Have been getting double-charged for Netflix since May -- have always paid for Netflix separately then it just started showing up on my Rogers bill. Netflix is adamant that no second account exists under any of our names/emails/payment methods. They said it's possible an account setup was started but never completed, so it's hanging in a limbo state. Reading the others posts here it's clear that this integration is broken. Netflix has been thoughtful and credible in researching the issue -- Rogers just keeps suggesting they have nothing to do with it. Incredible how they take no accountability for money they are collecting from you. After another 2 hours today, Rogers finally agreed to investigate and see if they can find a Netflix user name associated. They are refusing to reverse the latest charges however. Only other alternative is to cancel the Account, and start up a new Account to break the connection to Netflix. What a joke.  There's probably enough examples here that a media outlet might be willing to do a consumer advocacy piece to get some answers. 

[RogersZia]

Good evening and welcome to the Community @kuiackm,

I realize how frustrating this experience must've been for you, thank you for sharing the details. 

Did my colleague mention if they've created a ticket for the double charges issue? Have they scheduled a follow up with you?

Just need a little bit more info to assist you further.

RogersZia

[kuiackm]

Hi Zia,

They are supposed to get back to me in 4-5 business days with a username that's tied to the phantom account. I'll let you know what I hear. IMO, if you are charging me on my Rogers bill, I should have the right to cancel that charge through Rogers. This idea that Rogers is helpless to identify the source of a charge on your bill in nonsense. My bill doesn't even say Netflix -- it just has the charge and a 1-888 number for reference. 

[kitowski]

For me it's been going on for 6 months. Netflix charge appeared on the Rogers bill in March. Then each month I've reached out to Rogers. I had to cancel Netflix (even though I've been paying them separately for years). I even have confirmation in a Rogers PM that they had confirmed with Netflix that my account was indeed cancelled. Yet, still I'm being charged monthly. Then, I found out in another PM exchange that someone would call me. When no-one did, I PM'd again and found out that they called a number and couldn't reach me. When I asked which number, it was to my Rogers home phone that was cancelled a decade ago. No message - email, PM, text nothing saying that they ever tried to call. I think the  only way out of this is to cancel everything.

[RogersYasmine]

Hello @kitowski,

Thank you for joining us here in the Rogers community forums and congrats on your first ever post with us! 🙂

I can definitely understand your reason for frustration with regards to this third party Netflix billing. The last thing we'd want is to lose you as our valued customer. May I please clarify which avenue of support you used to get help for this issue? 

You mentioned that you reached out to Netflix to have your subscription with them cancelled, but is it possible that a 2nd subscription had been opened inadvertently and is the one being billed through Rogers in error? Was Netflix able to check any other possible email addresses of yours to see if there was a subscription attached?

It's a tough spot for Rogers to be in as these subscriptions can only be opened and cancelled by a customer, we are just the middle man as far as the billing goes. You can also review an earlier post of mine found here for more info. on how it works.

Feel free to send us a Private Message @CommunityHelps and we can try to investigate this matter further for you. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersLaura

[kuiackm]

Laura,

It is simply unacceptable for you to say Rogers is "just the middle man" when making said charges to my credit card. It is your integration, and you have a responsibility for making sure that integration runs smoothly with partners like Netflix. You should have full visibility into what Netflix account is attached to my bill. Only after several months of calls has Rogers finally agreed to investigate with the back office team to find a username so I can go to Netflix with some sort of information. I just received an email from the IgniteTV team saying that the back office team has sent me an email, but surprise surprise it's nowhere to be found. I just got off the phone (may 7th call on this issue) and it's going to take another week for the back office team to call me with the info. Amazing. Given the amount of people with the same issue here, it is clear this integration is not working, so you should take steps to fix it so that customers can have full visibility into what Accounts are connected to our Rogers accounts. Do better. 

[RogersMaude]

Hey @kuiackm,

I can understand your frustration with regards to the Netflix charges billed. Were you able to clarify the situation after hearing back from our offline team? We certainly want to help you reach a satisfactory resolution.

If you require further assistance with regards to this situation, please send us a private message @CommunityHelps so we can investigate this further. For more information on our private messaging system, simply check out this blog.

Keep us posted!

RogersMaude

[kuiackm]

The plot thickens. As suspected, Netflix just today confirmed a fraudulent account tied to my email address that is associated with Rogers. All of the streaming activity is from Algeria. What's weird is that I tried this email address several times with Netflix password recovery before today, and it told me no Account existed. All of a sudden today an Account exists that is being billed through Rogers. Now, my email was not compromised mind you, so what kind of integration is this where someone from Algeria can add a service to my Rogers bill simply by using my email address. The security protocols here are completely broken. Even better, Netflix is sending me back to Rogers to get my refund for the fake account. Rogers has already stated categorically they are not reversing any charges. So I'm still stuck in the middle of this nightmare. Approaching 15 total hours on the phone with Rogers/Netflix trying to resolve. Please help. 

[artp26]

I love how Rogers gives these pre written scripted reply. We understand your frustration but blah blah blah.
How about you guys fix the issue instead of writing politically correct replies.
How many people have to be affected before Rogers realizes. Honest to God I've never seen a billion dollar corporation so unorganized. Clients are telling you there is fraud.
How about this Netflix issue be escalated to the top of the top instead of these stupid scripted replies. I love the one online when you start talking saying how is your family and loved ones doing? Do you really want to know Rogers , no you don't and there's nothing you can do so stop asking

[barong7]

Just cancel with Rogers and move on to another provider. That's what I had to do to end this nonsense. Maybe the media should get a hold of this. Would be a great story for CBC's Marketplace.

[yyz64]

Try this it may be a way to actually get Rogers attention

https://www.ccts-cprst.ca/

[astorozinski]

After months of dealing with Rogers my charges were finally reimbursed on my September bill. I’ve just received my October bill and am again being charged this Netflix fee. I feel like I have no other option but to cancel Rogers and move on to a new company.

[barong7]

It was the only way out of this for me.

[kitowski]

I finally had the Netflix charges disappear on the Oct bill.

Now, it took since March but at least its gone.

I'll still monitor that it doesn't come creeping back.

Best success I had was with Facebook Direct Messaging to Rogers.

Prompt responses and it finally got done (fingers crossed)

[-G-]

@astorozinski  Are you an Ignite TV customer and is this Netflix charge associated with your Ignite TV bill?  If so, when you go into the Netflix app on Ignite TV, select the primary profile for your account, and when the Home screen appears, click the left arrow on your remote, then select "Get Help" and look at the "Member" info, do you see anything that shows that the Netflix account is associated with your Rogers account?  (You will have to check this on every set-top box.)  If you selected "Join now" when activating Netflix on any Ignite set-top box rather than "Log in", this is most likely what initiated the Netflix billing through Rogers.

If you never did this, then the only other remote (non-fraudulent) thing that I can think of that might have caused this is if you got your Ignite set-top box replaced, and the Rogers systems did not completely remove your set-top box from all back-ends systems...  then the next customer who got your old set-top box signed up for Netflix, and it somehow got linked to your account in error.

The following links warn about how double-billing can occur and how to cancel billing through Rogers:

https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Ignite-TV-Customers-Can-Now-Add-T...

https://www.rogers.com/customer/support/article/netflix-rogers-billing-faqs

What's really messed up about this whole 3rd-party billing scheme is that according to the FAQ, once in place, it can only cancelled through Netflix Canada... and that you do not need to accept (and have no way to decline/cancel) this third-party billing through MyRogers.  It looks like there needs to be a better way to link (and unlink) the Rogers and Netflix accounts so that unintended/unauthorized billing cannot occur.

(I'm only going by what has been documented by Rogers.  I don't have any third-party billing in place so I can't check any of this for myself on my account.)

[JasonSchultz]

I am running into the same issue. 

1. I contacted Rogers about the unauthorized charge, they said I had to call Netflix.
2. Talked to Netflix, confirmed my legitimate account is not being billed through Rogers, but through my AMEX card as usual. Referred me back to Rogers.
3. Talked to Rogers a second time, they keep saying I have to deal with Netflix directly to cancel my subscription. The only problem is it is not my subscription. This time they applied a credit to offset the charge, but this is just a Band-Aid solution.  
4. Called Netflix a second time. Netflix looked for additional accounts associated with any of my phone numbers or email addresses. They could not find the second  (fraudulent) account. Basically they said it was like looking for a needle in a haystack without the information from Rogers.

Getting super frustrated as Rogers, who is the company billing me, keeps saying I have to deal with Netflix. The only problem is I do not have the account info for the second (fraudulent) account to be able to deal with them. I am not sure how Rogers can try and collect a cost from me without having the account information form Netflix it relates to. I can only conclude they are unwilling or unable to properly resolve the issue, and are content to pawn me off on Netflix instead.

[barong7]

You're getting the same treatment as everyone else. Total ineptness by Rogers. You would think with so many complaints they would work on resolving their problem but no. Move on to another provider.

[kuiackm]

Jason, I feel your pain. I was in the exact same situation for months (maybe still am, don't know for sure yet). For me there were layers to this scam. Your first step is to insist that Rogers create a ticket with the back-end team to find the username associated with the Netflix account being charged to your bill. Be warned it may take a few calls and they will waste hours of your time and try to make you feel like an idiot every step of the way. Here's what happened in my case, which I can't be sure is resolved until I get a fresh bill with the charge removed:

After 12+ calls and equal number of hours getting shuffled between Rogers and Netflix, Rogers said back-end team would contact me with a username. Mind you I only have 3 email addresses, and Netflix checked all of them no less than 5 times and assured me no second account existed. Back-end team never got back to me, but a couple of weeks later I get an email from Netflix to my Gmail address, asking me to change the password for an account that all of a sudden exists under that email address. I log into the account and see all the streaming activity is from Algeria. I cancelled the account, but still had to get the refund from Rogers who finally agreed to reverse the last couple months of charges. I'll see at the end of the month if the recurring charge is actually off my bill. So how did this happen?

I can only guess, but my theory is the Algerian scammer set up a Netflix account under my email and associated with my Rogers account that uses the same email. The scammer did not infiltrate my Gmail mind you, nor did I receive any confirmation emails, so I can only assume there is a massive gap in security/authentication protocols, perhaps when activating through the set-top or smart TV. Then I'm guessing the scammer changed the email on the Netflix side, so they had no record of an account when I called to check. Rogers back-end must have liaised with Netflix who did the forensics required to re-associate the fraudulent account with my Gmail address. 

Even if the issue is resolved for me, clearly Rogers hasn't fixed the issue, so I do think it is worth banding together for some media outreach to get a consumer report or marketplace story as someone suggested above.  Good luck -- this will take strength. 

[-G-]

FYI, Comcast customers are also experiencing similar problems of being double-billed for Netflix and they (Comcast) have posted the following on their support pages:

• https://www.xfinity.com/support/articles/netflix-billing-through-comcast
• https://www.xfinity.com/support/articles/netflix-package-faqs

I imagine that Rogers/Netflix have a similar arrangement and are likely even using the same integration between their billing systems, so the same remediation actions would apply to Rogers customers as well.

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One common problem to be aware of is accidentally signing up for an additional Netflix subscription on Xfinity X1 and Xfinity Flex while already having an existing Netflix subscription that is using a different method of payment. If this happens and you would like to cancel your Comcast-billed Netflix account, contact us. To cancel or request credits for any other Netflix accounts, contact Netflix support at netflix.com/help.

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You would think that you should also be able to cancel a Rogers-billed Netflix account through Rogers.

Comcast also tells their TV customers, who are being double-billed, to sign out of Netflix on all of their devices.  Presumably this is to prevent a Comcast-billed account from getting created all over again.

If you have Ignite TV and are being double-billed, sign out of Netflix through your Ignite TV app on each and every one of your Ignite set-top boxes.  (Open the Netflix app, go the Home page, press the left arrow to access the menu, select "Get Help", then select "Sign out")  After you have done that, Reset Netflix on that set-top box.  (Press the "A" button on your remote, use the right arrow to scroll to "Reset Netflix")  Now work with Rogers to get the Rogers-billed Netflix account cancelled from the Rogers end.

[barong7]

Excellent post! Now is the time to approach CBC Marketplace on this.