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**

[Karen615]

YES!!!
I JUST GOT A CHARGE ON MY CELL BILL FOR $18.99 + TAX!!!

What a rude awakening experience!
I don't even have a Netflix account!
This is complete FRAUD!

[RogersAndy]

Hey @Karen615!

Welcome to the community!

Seeing an unexpected charge on your bill would most certainly come as a shock! Especially if it's for a service you're not aware of. I would definitely recommend validating the username/email that was used to create the account. You can do so by following these steps:

1) Log in to your rogers.com profile.

2) Once logged in, click Let’s go under the Netflix icon.

3) You will be directed to the Sign into your Netflix account page on Netflix, where the username will be displayed.

If you did not sign up for the service you can provide that username/email to Netflix and they can assist from there. Let us know if you have any further questions.

@RogersAndy

[sherryvizza]

Myself as well. I get the run around from both Netflix and Rogers.

[sherryvizza]

yes !!! I agree, time to move on - Telus is good.

[kirstenwendland]

Thank you! This happened to me and I used your thread to solve the problem. Although the Netflix agent I spoke to was absolutely useless and the worst customer service I've ever received, Rogers reimbursed me and unlinked the account and is aware in case I somehow get charges going forward.

[sb1964]

I will try this later on, I too have just been charged a Netflix charge of $20.88 today!

Why in the World Rogers cannot stop these unauthorized payments is beyond me!

I will report back soon...

[cfk]

Except now the Let’s Go link on the Rogers page doesn’t work...

[sb1964]

Thanks for the solution, it worked!

There was a french email address..............Netflix removed the account and blocked it. I also changed passwords etc. on both  Netflix and Rogers accounts.

I logged into Rogers just now and all is good..........hopefully this doesn't happen again and Rogers make some drastic changes to their system to rid us of this ridiculousness!!

I appreciate it is easy to add a service online but there has to be better authentication!

[sb1964]

it was fine for me just now (7.30am Jan 20th)

[RogersZia]

Hello @cfk,

Welcome to the Community!

I see you've reached out to us via PM. We'll be happy to continue assiting you on there :).

@sb1964 I'm glad the issue has been resolved for you. Thank you for keeping the Community apprised.

RogersZia

[sb1964]

I am glad it has been fixed for now, but when will it happen again?? How did it happen in the first place is more the question?

Rogers MUST implement a 2 factor authorization to approve adding a new 'service' to our accounts!

In today's technological world, it is insane that many people have had to go through this and spent lots of time getting it sorted!!

[TBird4]

Like everybody else on this thread, we were also charged and contacted Netflix and so on. Our chat with Rogers was identical to what everyone else experienced. It sounds like Rogers got hacked and is using the wear the customer down method hoping we will all just get fed up and go away. Moderators on this forum keep suggesting to contact Netflix and I suspect Netflix is getting tired of hearing from Rogers customers. We're simply going to close our account with Rogers to stop the charges. There is too much competition in the market to have to tolerate this and I don't want to waste anymore of my precious times. There are too many flowers to smell. 

[barong7]

Exactly what I did. Leave. Told Rogers in October 2019 that they had a problem. January 2021 and still going on. Total incompetence.

[londonkluv]

WOW. Luckily I caught my January 6, 2021 charge Yesterday. I googled the # that showed up on my bill and was immediately taken to this thread. I did not read through it as I figured I could speak to Rogers. Like everyone else I was directed to Netflix who had no record of me having an account at all nor connected to Togers. I called back Rogers and after speaking to someone for an hour I finally asked to talk to a Supervisor. The supervisor was very helpful and offered to escalate to the back end office once she failed to locate any account as well. It wasn't until I actually sifted through these messages did I try your advice. I was logged into my sister's and had thought it was actually me all along until I saw where you said to LOG OUT if I am logged into an account. Once I did that an email address netfliv13c4 @ baybabes.com showed up. 

I called Netflix right away and they were able to disable the account (it won't cut off for them until the next billing cycle) but action has been taken. I will be calling Rogers in the Morning and letting them know I had to do research to get THEIR job done. 

Thank you so much agai! To anyone reading this, please follow this user's advice.

[LS1234546789]

This method worked - was a long process on the phone and despite these many cases, Rogers was not aware of the problem/solution and the Netflix tech had only heard of 3 in the last six months. 

Ended up creating a fraud case which is in progress (Rogers).  Netflix was very helpful as long as you can provide the service code.  To view that, follow the steps described in the solution but make sure you are logged out of your actual Netflix when you click the  "Let's Go" in your MyRogers - you may have to follow the link twice to access the page w/ the fake email used + service code.

[TBird4]

I was able to find the culprit's email address using the instructions which I used to cancel the Netflix subscription. Do not do it from a PC or device with a Netflix account. Unlike Rogers, Netflix support was responsive with the account being cancelled without hesitation. We know we are going to have to eat the $9.99 that Rogers refused to credit. As I told Rogers support, if they didn't take action I was going to switch providers after 25 years (no exaggeration). Rogers did not take me seriously. Today we switched to another provider. I suspect Rogers is unwilling to admit the weakness in their security protocols as it would cost them a small fortune.  To hack my account they would have had to figure out both my user ID and password. To all the users who got scammed that Rogers says was their fault - switch providers. As Canadian consumers it is our responsibility to demand the highest quality from our mobile service providers. After all, we pay a premium in Canada for it so we should have premium service. I don't know if my story ends here, my wife and I are considering taking this injustice even further.

[sherryvizza]

I had the same issue. $18.99 charged to my account. Having to go back and forth between Rogers and Netflix to clear it up. And to find some random email attached to my Rogers account and charging me for Netflix. How did this person access my account . Has my privacy been breached? The hours and stress to get this cleared up!! I am switching providers as well.

[Dheeeehm]

Im still having the same problem, last month i was charged twice for netflix one from rogers and one from my bank. I talked to one of the agents and was told that they will just take the 18.99 off my next bill which they did. Then this month of january, they sent me my bill and its way more than last month. I mean the agent said my account was accidentally subscribe to rogers. I dont get it.

[RogersTony]

Hello, @Dheeeehm

Welcome to the Rogers Community Forums!

Being billed for a service you did not subscribe to is definitely concerning. We are happy to help you find a solution to this.

Have you tried the steps outlined in the accepted solution for this thread? You can find it by clicking here.

Let us know if you are still having issues after trying these steps.

RogersTony

[Zara2020]

I tried logging on to Rogers unable to find the Lets go tab. My parents are senior citizens and are being charged for Netflix monthly. They don’t even know hot to make a Netflix acct

[RogersZia]

Hello @Zara2020,

Welcome to the Community!

I realize how inconvenient unauthorized charges can be. We would like to help you resolve this as quickly as possible. Can you please tell us what steps have you tried from the solution so far? What happens when you sign in to MyRogers, are you not able to view the Let’s Go under the Netflix badge? Are you able to share a screenshot of what you see instead? Please make sure you edit out nay personal info before you upload the image. Are you trying this via the browser or the app?

Looking forward to hearing from you.

RogersZia