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**

[Munish]

Thanks I confirmed the email it was the same as my original subscription with Netflix. So no hanky panky business there

[Munish]

My account wasn’t fake

[ThePluth]

Just noticed the charges started showing up on our bill over the last 2 months.  I clicked the Let's Go under the Netflix logo and got a pop up which reads

Important notice

We’re not accepting new Netflix subscriptions at the moment.
We plan on resuming this service at a later date, and we hope you check back later.
Thanks so much for your patience.

Guess we are going to have to call to try to get this sorted out.

[Munish]

The fraud email account still exists and neither Rogers or Netflix seem to be bothered and it’s getting frustrating as one Cant spend time calling these people again And again and again

[RogersYasmine]

Good day, @Munish!

Thank you for your post and for sharing your concern with the rest of the community. I can definitely understand how this would be frustrating to deal with. We certainly want this matter to be resolved as quickly as possible.

By any chance, did you see post #47 of this thread? Have you attempted to follow the steps that are outlined in order to get this matter rectified? This has worked for many other customers just like yourself who have gone through a similar issue.

Thank you,

RogersLaura

[Munish]

Laura

I have followed the steps and I’ve canceled all accounts with Netflix including the fraudulent account, am just tired and frustrated with the back and forth. It has taken 2 months and am still kot convinced it’s over, as I will wait for my next months bill and decide accordingly if I need to change my provider from Rogers to another provider as it’s hours not take this long and your representatives keep transferring me to a line which no one answers until finally someone gave me a credit under my wireless account so I don’t have to wait hours for the Cable department.
I have all my services with Rogers and don’t need to stress the inefficient customer service received in this matter.

[Munish]

And yes I followed all the steps and had to call Netflix again yesterday as the fraudulent account still existed under Rogers Apps

[-G-]

---

@Munish wrote:
And yes I followed all the steps and had to call Netflix again yesterday as the fraudulent account still existed under Rogers Apps

---

Did you change the password on your MyRogers account to stop that person (or others) from creating a new fraudulent Netflix account?

[Munish]

Yes

[-G-]

Did you change the password on your MyRogers account to stop that person (or others) from creating a new fraudulent Netflix account?

@Munish wrote:
Yes

---

In that case, change your password again, then get the fraudulent accounts cancelled again, and formally ask Rogers to start an investigation.  If more fraudulent Netflix accounts get created then either Rogers has a security issue that they need to fix or your computer (or whatever device you use) has been hacked (or infested with malware) and somebody is harvesting your passwords.

[lakeserver]

can anyone help me? i just got billed for a netflix subscription for $18.99 which i never made at all. I tried looking for that "let's go" option after i login to my rogers but i dont see it. i already called rogers about this extra charge and they said it would take at least 5 days to get some answers. i want to find out the email that used my account to get netflix. thank you.

[lakeserver]

finally figured it out...one of my family member accidentally signed up for netflix without my knowledge and they used their own email address...my suggestion would be for rogers to send an email notification or something whenever someone tries to sign up for netflix under the apps on the ignite cable box since it is tied to the rogers account #...sigh...

[Mel110]

That’s what I found as well! The Let’s Go link doesn’t work!

[Barb64]

1. I’m shocked to see how many other Rogers customers on this forum have this same issue that we’ve had for the last three months, when on numerous calls to Rogers they’ve told me that this is an anomaly they’ve never heard of!  Our Rogers ignite service is in my husbands name, he has never accessed or subscribed to Netflix ever. I have a separate Netflix account under my name, password and credit card which is completely separate to Rogers. Yet for the past three months there’s been a Netflix charge on my husbands Rogers account which Rogers repeatedly has implied is impossible, and also initially had us phoning back and forth to Netflix and Rogers. I have accessed Netflix with my password on our 2 TVs, both devices show only my password. As well the amount that Rogers is charging on my husbands account is a different amount to the cost of  the plan that I have with Netflix.  It’s taken up to 10 hrs of my time and 6 phone calls, waiting up to 45 mins to talk to a person, and 2 days ago finally being escalated to the presidents office, when I told one rep I was reporting this to the CRTC, GOPublic and Marketplace, yet still with no satisfactory explanation or fix.  Each month they’ve removed the charge and told me to check again on the following bill to see if it’s a permanent fix.  What are the chances?  Let’s wait and see next bill - what I’ve been told each month! 
   

[overthink]

This just happened to me on my first bill for a brand new Rogers "Ignite Internet" (only Internet, no TV) account. The Netflix portion of my bill is $39.00 -- afaict Netflix doesn't have any plans that expensive!

The "let's go" button described repeatedly in this thread does not work for me -- there is no such button when I log into "My Rogers". I have no way to figure out the email address associated with this Netflix account.

Guess I will be spending the day on hold with Rogers support tomorrow. Pretty unhappy about this situation.

[RogersTony]

Hello, @overthink

Welcome to the Rogers Community Forums!

We're sad to hear about the billing issues you are experiencing after only just signing up for services. We definitely want to take a look at this for you.

Please send a private message to @CommunityHelps so we can get started on this for you.

Not familiar with our private messaging system? No worries, click here.

RogersTony

[MicMoggy]

I also have this problem - first bill with the new Ignite, $39 charge under Netflix. I have no "Let's Go" button so I cannot find the email associated with the Netflix account associated with my Roger's account. Netflix needs the email or service code from this "Let's Go" to cancel it. Rogers says they've put in a fraud investigation. I've sent a PM as well as you suggested.

[Panzof]

I don't see any netflix option, or any 'let's go button' at all - does anyone know how I can find any info to help netflix identify what my phantom account is? I never signed up for iptv or wireless, just internet, and now i have a $149 charge for netflix on one bill! everyone I speak to at Rogers agrees it's obviously not right yet they can't help me. They can't even tell me what phone number or email the account(s) made with! One customer service rep was quite rude with me and insisted I call Netflix but they can't find an account without an email or phone number! This is madness! I'll likely cancel over this and go back to Tek Savvy. Honestly, what a terrible experience. 

[RogersMoin]

Hello, @Panzof.

Thank you for joining this conversation, and welcome to our Community. 

Seeing unexpected charges on the bill can be bothersome. We can investigate on your behalf and sort this out for you. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog. 

Cheers,

RogersMoin

[bision]

The step #2 is no where on rogers.com, 

[sroberts86]

-Nightmare- dealing with ROGERS on what appears to be the exact same known issue as others. I've been charged for a NETFLIX account for about 10 months now and ROGERS cannot tell me what account and neither can NETFLIX without an email address. ROGERS said they would stop payment to any NETFLIX account billed from my Rogers account in June, 2022. It is now August and I'm still being billed for a NETFLIX Premium account 20.99.month. Absolutely RIDICULOUSLY TERRIBLE CUSTOMER SERVICE FROM ROGERS.