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**

[Rimpyhealth]

Same issue
Months of back and forth with Rogers and Netflix
Can't fix the problem, gave me a credit twice. Rogers sent me a link to cancel the account that may be associated with my email, but there is no account associated with my email. Spent so much time trying to resolve this issue with you guys, I'm just going to cancel my account with Rogers I think, not worth the time and hassle.

[RogersMaude]

Welcome to the Rogers Community @Rimpyhealth!

Sseeing unexpected charges on your bill can certainly be a cause for concerns. 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 account information and get started. We most definitely would not want you to change service provider for that!

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

RogersMaude

[melissala00]

I have had the exact same thing happening on my bill since March of this year. Had the same result with Netflix and Rogers is also now refusing to waive the charge on my bill. SO frustrating and I have no idea how to solve this problem!

[artp26]

Speak to a manager guys. I had same problem and to get it fixed you need the back room team to take care of it and they'll monitor it for you. They even gave me credit without asking the next month it was added again. Escalate to manager and if doesn't work escalate to office of President. It will get fixed eventually

[Mel28 · Accepted solution]

Got the same problem. An unauthorized Netflix charge appeared on my Rogers Bill. I called a multiple time and talked to a couple agents and they didn't seem to know that this is a recurrent problem. They directed me to Netflix, who confirmed that they were not the one charging my Rogers account and directed me back to Rogers. So I called Rogers again. Then I got lucky cause I talked to a very competent and nice agent that seemed to know what was going on. 

Here is the procedure the agent gave me: 

How to Retrieve a Netflix Username and Cancel Netflix Subscription for Rogers Wireless billing

To recover the email address used to sign up for Netflix and cancel the Netflix subscription charged to your Rogers wireless bill:

1.	Sign to rogers.com.

2.	Click Let’s Go under the Netflix badge.

3.	When redirected to the Netflix Sign into your Netflix account screen, take note of the email address and service code provided (you will find the code under the password zone).

4.	Contact Netflix.

5.	Provide the email address and service code and request Netflix cancel the subscription.

6.	You’ll receive an email from Netflix that confirms the cancellation request. If you wish to cancel the cancellation request, follow the directions in the email.

I did the above steps. to find out that the email associated with the Netflix billing charges on my account was an email I never seen before. I called Netflix with the email and service code and the agent changed the email on that account so I could change the password on my side and receive the email confirmation that the account charging my Rogers bill was cancelled. The email I received was in Spanish!!!! So I had to ask for the email again in English. Before the agent closed the account, I went in to check where the streaming from: PARAGUAY!!!! There were multiple devices connected to the account and were all streaming from Paraguay. So I was finally able to cancel the "fake" account that was charging my Rogers account. 
Netflix assured me that the only way that the Netflix charges can be applied to a Rogers account, it has to be done through the My Rogers account or right from the TV device. So, I guess someone hacked into my account to create a "fake" Netflix account. 
Be very careful. I called Rogers back again to start an investigation... 

Hope this helps someone having the same problem!!!

[Mn888]

Mel28, thank you so much for the detailed instructions on cancelling and getting this resolved. I started getting charged for Netflix through Rogers in November 2020 even though I never signed up for it. I followed your instructions and had Netflix cancelled and a refund of the charges from Rogers in fifteen minutes total. Thank you so much for sharing your knowledge. I’m sure you have saved me countless hours of trying to get this fixed on my own.

[JasonSchultz]

That was the same resolution I initial got to. The problem was, for the first two months, when I clicked at step 2., it didn't show the email address. So I was looking for a needle in a pile of needles. Glad to see it is becoming easier to fix. Still waiting for my next bill. Fingers crossed it is gone for good!

[Jstrate]

Did Rogers ever solve this issue for you??
I am now having the same problem Netflix can’t help me and Rogers say they can’t help me

[RogersCorey]

Greetings and welcome to our Community @Jstrate!

We can help with a billing dispute such as this. I'd like to take a closer look at your account and figure out why you're being told that we can't help you.

Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[jjverseveldt]

This has happened with my account as well. I have never signed up for Netflix before and there was no accounts linked to my email or phone number. I was able to find a different email that was connected to my account that the charges were going through. I told Netflix to cancel that account and its link to MyRogers and then proceeded to be in over 5 hours of talking with Netflix and rogers representatives about how I can get a refund which both said that I would have to get the refund from the other party. I finally got a refund when I went through my credit card company which is ridiculous. After all this was said and done with last month, I woke up this morning to another charge on my account this morning for Netflix. Can rogers please fix this and maybe talk with Netflix about a better solution. There was a security breach this year in which rogers said that its clients had some of there privacy compromised. If anything the Netflix subscription should be confirmed by the phone number. The email connected to my account is (removed for privacy purposes) 

[barong7]

Sad to see that people are still banging their heads on this issue and that Rogers is still unable to resolve this.  I starting getting Netflix charges in October of 2019, yes 2019!  Was unable to get any help from Rogers to stop the monthly charges, and after being told by one person that it was my problem to solve last May,  I decided to cancel my account.  Total incompetency on this matter by Rogers.  Previously suggested to have CBC Marketplace expose this.   Over one year this has been going on.  Shameful.

[Jstrate]

I have tried to PM @CommunityHelps several times but it doesn’t recognize as a proper address

[57]

It should.  Click on the hyperlink in your post when you're logged in.

https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Get-to-know-your-Community-How-To...

If it doesn't work, check out the following:

https://communityforums.rogers.com/t5/Internet/Unable-to-load-certain-website-s-and-or-videos/m-p/46...

[Matt86]

I just tried Mel28's solution and it seems to have worked, thank you for doing the legwork on this one. After getting the garbage customer service from Roger's representatives claiming they can do nothing about billing on an account they control and that they have to approve billings for. Also that I pay them for Netflix was all over this when I contacted them and have apparently blocked my Roger's account from being able to be associated with Netflix so this cant happen again. Once again Roger's has dropped the ball with customer service and refuse to foot the bill for their mistake or even admit they are in the wrong here. Think it's time to move on from being just a number to a faceless company that has zero integrity. Thanks again for doing absolutely nothing to help the customers that keep your company in your ivory tower.

[RogersCorey]

Hello Community!

If you should have any billing concerns with regards to line items that show up on your Rogers bill, you can always feel free to reach out to us via PM for further assistance. Typically billing concerns aren't something that can be handled through answers from other Community members, we must step in.

We would be happy to go over the bill and make corrections to your account if necessary. 🙂

Please PM us @CommunityHelps. If you're not familiar with our PMing process, you can find instructions here.

Regards,

RogersCorey

[angrybanana]

Nov 28th 2020 I started getting charged Netflix on my Rogers account.. BOTH COMPANIES HAVE NOT BE HELPFUL. It's a back and forth game. Rogers says its through Netflix, Netflix says its through Rogers. I just want it removed and my money back. 

[Matt86]

Follow Mel28s post from earlier in this forum, use the email you find to go to Netflix they will be able to look up the account that is connected to the fraudulent email you find there, then give netflix your Roger's account and they can prevent the recurring billing, the moneynpart is upto Rogers

[LauraWat]

This has happened on my account as well. Has there been a breach of security on several accounts?
Can you please suggest how to change my password?
Thanks,
Laura

[Jstrate]

@LauraWat changing your Rogers password should be relatively easy once you’re logged in you go to your profile settings and change your password.
And Mel28s post from earlier has all the steps you’ll need to take to find out what email address was used to sign up for Netflix, from there you contact Netflix with that email address to have them cancel it
And once your Rogers password has been changed hopefully no more charges will come. I’ve just gone through the steps so I’m hoping come my next Rogers bill the charges are no longer on there

[LauraWat]

Amazing! Thank you!

[mlhoover]

Thanks to Mel28 for posting this -- it helped me solve the problem and get the phony email account.

ONE ADDITION:  Step 1:  You MUST log out of your own Netflix account - if you have one --  BEFORE following these instructions.  Otherwise it will keep sending you to your own proper Netflix account.  Netflix keeps you logged in automatically, so you must manually log out. If you log out of Netflix first, you will then be directed to the fake one.