Unauthorized Netflix Charges on my Rogers Bill

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I've Been Here Awhile
Posts: 4

Re: Unauthorized Netflix Charges on my Rogers Bill

Please remove the unauthorized charge and adjust my bill for usage to August 26 and I will gladly pay my new balance.

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Moderator
Moderator
Posts: 569

Re: Unauthorized Netflix Charges on my Rogers Bill

Hey @barong7,

 

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

 

RogersLaura

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I've Been Here Awhile
Posts: 4

Re: Unauthorized Netflix Charges on my Rogers Bill

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. 

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Moderator
Moderator
Posts: 1,158

Re: Unauthorized Netflix Charges on my Rogers Bill

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

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I've Been Here Awhile
Posts: 4

Re: Unauthorized Netflix Charges on my Rogers Bill

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. 

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I've Been Around
Posts: 1

Re: Unauthorized Netflix Charges on my Rogers Bill

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.

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Posts: 569

Re: Unauthorized Netflix Charges on my Rogers Bill

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

 

 

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I've Been Here Awhile
Posts: 4

Re: Unauthorized Netflix Charges on my Rogers Bill

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. 

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Moderator
Moderator
Posts: 2,230

Re: Unauthorized Netflix Charges on my Rogers Bill

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

 

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I've Been Here Awhile
Posts: 4

Re: Unauthorized Netflix Charges on my Rogers Bill

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.