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**

[TBird4]

Rogers just removed the Let's Go button which now makes it impossible to cancel the account with Netflix as you need the associated email address to do so that pop's up when you click on the link (it has to be on a device without an existing Netflix account). Somebody wrote some great instructions in another post. I was lucky to have done it before Rogers removed it, but unlucky to not have received a credit from Rogers for the Netflix accounts. It seems from the posts that some Rogers customers were luckier than me.  After 30 years of being a loyal Rogers customer, I decided to change providers over a $10 charge. Then I was charged another $20 on the next month's bill followed by a new $1200 iPhone 12 I never ordered. Good luck on getting this resolved.

[PM12]

had the same problem.  also Spanish email

dark*******00@gmail.com

I followed the solution posted and it worked.  the "Let's Go" button is still there.

[Dheeeehm]

This is upsetting, this is my third time asking rogers to fix the problem. It keep going on and on. Why do we need to contact netflix when its not their problem.

[Swede]

It's now March 8th 2021 and this is still happening!!! Unbelievable!!! I'm following the same steps and we'll see what happens.

[vmalloy]

Same here. Just got my first bill with the Netflix charge. First rep tried to tell me I accidentally clicked a button and created an account. Second rep told me they've seen this happen and should be investigated as fraud. Third rep told me all the scammers need is my phone number to charge to my Rogers account. Rogers has been absolutely useless. I was able to follow the instructions provided in this post and cancel with Netflix, but then I found I was retroactively billed for Netflix despite the "ongoing fraud investigation" on my account. Total inconsitency from Rogers on what is clearly a data breach and should be treated seriously. They need to educate their reps on how to deal with this and take some accountability for this fraud.

[Stephane3]

Hi, I did everything and it's work, fews days after I got another bill of Netflix when Rogers assure me they would block Netflix activation from my account. Is the only solution is to close the account and go with another company?

[RogersYasmine]

Hello @Stephane3,

A warm welcome to our community, we hope you like it here! Congrats on your first post. 🙂

I am happy to hear that you were able to get the issue resolved with the Netflix subscription. It's possible that the latest Netflix charge was issued prior to the account being cancelled, but we'll need to take a closer look to confirm.

If possible, please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please check out our blog.

Kind regards,

RogersLaura

[lauraandrew]

I'm having the same problem. I doesn't make any sense and is incredibly frustrating.
Why can't Rogers figure out how to fix this. I think I am going to have to go to the store to have this resolved.

[lauraandrew]

Thank you!! You finally helped me solve the issue. Your tip here is key and what helped me find the email address that was using our account: 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."

THANK YOU!!!

[dixonnig]

I discovered the same Netflix billing issue on my Rogers account yesterday. Rogers first directed me to Netflix who (rightly) directed me back to Rogers.  Eventually I was able to have the charges credited to my Rogers account, but was told they were not sure how to cancel the charges going forward.  I found this post and was able to work with Netflix to change the email and password for the fraudulent account. Thank you very much for posting the procedure so clearly.

My situation was similar, it was a Spanish language account with 5 profiles using it in Argentina.  The Netflix operator said this is common, and they have seen it often associated with Rogers. It's strange that this is an ongoing issue and Rogers hasn't figured out an adequate fix and/or correct response when support is contacted.  Rogers is billing me, it seems to me they should be resolving it.

Problem solved - thanks @Mel28.  

[lauraandrew]

I've yet to ask Rogers for a credit from the last two months....I guess because I'm doubtful they'll give me one. When I first called about the issue they pretty much said it was my fault it happened.

[erika772]

Mel28, thank you for posting that solution to our issue - my family has been plagued by it for months and although each month they reverse the charge, it's still super frustrating that I have to call every month and explain the issue (again). They keep promising to fix the issue (HA!!!!!!) but nothing is ever fixed. It's really crappy to see how many people have been impacted by this as well, and for so long, and Rogers' response seems to be a collective shoulder shrug. 

So I thought I'd try your method, but unfortunately it seems that now the "let's go" button isn't working. I've tried on Safari, IE and Chrome. The link on Safari doesn't acknowledge anything, whereas in IE and Chrome I get a "web page isn't working" error message. I've tried this over several days with no luck. Called Rogers and surprise surprise they don't know why, when or how this will be fixed (she didn't even know it's a problem - great!). So I'm back to square one. 

Rogers clearly knows these erroneous Netflix charges are an issue, judging from all the chirpy (and useless) responses on this thread from "RogersJoeBlow", but are unwilling to do anything about it.  I read a few different people who wanted to take this to CBC Marketplace - I would be more than willing to contribute to that report, just let me know. In the meantime I've filed a complaint with the CCTS and am counting the days until our wireless contracts are up so we can switch to another carrier.

[LouisPa]

Thanks! I did this and It was done in 10 minutes. Used Netflix's chat to contact service agent. .

[lauraandrew]

Hi, 

I had this issue myself and finally had the scam account removed from my Netflix but neither Netflix or Rogers will credit me what I'm out which is 3 months x $18.99. I just keep getting passed back and forth. Who was it that was crediting you? Rogers doesn't seem to want to take any accountability, and I find it a little ironic you can't access Netflix suddenly from the MyRogers main page.....hmmmmm......

[lauraandrew]

Same here. I just called about getting a credit and they told me it was Netflix's fault and they will issue me a credit. So frustrating. 

[lauraandrew]

Hey

Who did you receive the credit from? Netflix or Rogers? I am trying to figure out who I need to follow up with because Rogers says it is Netflix, Netflix says it's Rogers.....

[LouisPa]

You must first cancel fake account with Netflix and then ask a credit from Rogers,

[sb1964]

My Credit was directly from Rogers on my first attempt. She mentioned that she was aware of this activity.

Now Rogers needs to sort this out once and for all and instigate a far more rigorous sign up for netlflix (for those who want to pay via Rogers).

[aab1]

Somehow I just noticed now after 4 months of fraudulent netflix charges on my Rogers bill. I noticed as I saw my Rogers charge was more than the usual amount on my credit card and somehow I managed to not notice for the 3 first months.

I'll read more through this thread but will they refund me 4 months of fraudulent charges? I don't expect to have to pay any of this especially seeing here that Rogers is aware, that it's very common and they obviously haven't resolved it.

If they don't refund the 4 months of charges I am switching providers after 20 years.

[Steve992]

In my situation, someone in my household entered the incorrect Netflix email account in the App on the set top box.  This caused the autocreation of a new Netflix account and with no billing details, funds are to be recovered by Rogers.  I have the email notice from Netflix asking to finalize the account...but that finalization never happened (to my knowledge).

Nowhere is this behaviour documented. 

Short story, confirm the email address on your Rogers Netflix app is the same as your actual Netflix account.  If not, this could be where the charges stem from.

This is a poorly designed app and billing system.

[Munish]

Same issue here 2 months in a row they charged me, got refund last month but this month they gave me the run around what a waste of time, I plan to move from Rogers as they don’t seem to be concerned about this, and I don’t have time to waste over 2 hours of phone calls and no solution, you billing me wrongly so you should be responsible for removing the false charge and not me calling Netflix to cancel etc.. really unprofessional and no care for longtime customers.