Unauthorized Netflix Charges on my Rogers Bill

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I've Been Here Awhile
Posts: 2

Re: Unauthorized Netflix Charges on my Rogers Bill

I love how Rogers gives these pre written scripted reply. We understand your frustration but blah blah blah.
How about you guys fix the issue instead of writing politically correct replies.
How many people have to be affected before Rogers realizes. Honest to God I've never seen a billion dollar corporation so unorganized. Clients are telling you there is fraud.
How about this Netflix issue be escalated to the top of the top instead of these stupid scripted replies. I love the one online when you start talking saying how is your family and loved ones doing? Do you really want to know Rogers , no you don't and there's nothing you can do so stop asking

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I'm Here A Lot
Posts: 7

Re: Unauthorized Netflix Charges on my Rogers Bill

Just cancel with Rogers and move on to another provider. That's what I had to do to end this nonsense. Maybe the media should get a hold of this. Would be a great story for CBC's Marketplace.
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I Plan to Stick Around
Posts: 100

Re: Unauthorized Netflix Charges on my Rogers Bill

Try this it may be a way to actually get Rogers attention

https://www.ccts-cprst.ca/

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I've Been Here Awhile
Posts: 2

Re: Unauthorized Netflix Charges on my Rogers Bill

After months of dealing with Rogers my charges were finally reimbursed on my September bill. I’ve just received my October bill and am again being charged this Netflix fee. I feel like I have no other option but to cancel Rogers and move on to a new company.
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I'm Here A Lot
Posts: 7

Re: Unauthorized Netflix Charges on my Rogers Bill

It was the only way out of this for me.
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I've Been Here Awhile
Posts: 2

Re: Unauthorized Netflix Charges on my Rogers Bill

I finally had the Netflix charges disappear on the Oct bill.

Now, it took since March but at least its gone.

I'll still monitor that it doesn't come creeping back.

Best success I had was with Facebook Direct Messaging to Rogers.

Prompt responses and it finally got done (fingers crossed)

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Resident Expert
Resident Expert
Posts: 1,363

Re: Unauthorized Netflix Charges on my Rogers Bill

@astorozinski  Are you an Ignite TV customer and is this Netflix charge associated with your Ignite TV bill?  If so, when you go into the Netflix app on Ignite TV, select the primary profile for your account, and when the Home screen appears, click the left arrow on your remote, then select "Get Help" and look at the "Member" info, do you see anything that shows that the Netflix account is associated with your Rogers account?  (You will have to check this on every set-top box.)  If you selected "Join now" when activating Netflix on any Ignite set-top box rather than "Log in", this is most likely what initiated the Netflix billing through Rogers.

 

If you never did this, then the only other remote (non-fraudulent) thing that I can think of that might have caused this is if you got your Ignite set-top box replaced, and the Rogers systems did not completely remove your set-top box from all back-ends systems...  then the next customer who got your old set-top box signed up for Netflix, and it somehow got linked to your account in error.

 

The following links warn about how double-billing can occur and how to cancel billing through Rogers:

https://communityforums.rogers.com/t5/Rogers-Community-Forums-Blog/Ignite-TV-Customers-Can-Now-Add-T...

https://www.rogers.com/customer/support/article/netflix-rogers-billing-faqs

 

What's really messed up about this whole 3rd-party billing scheme is that according to the FAQ, once in place, it can only cancelled through Netflix Canada... and that you do not need to accept (and have no way to decline/cancel) this third-party billing through MyRogers.  It looks like there needs to be a better way to link (and unlink) the Rogers and Netflix accounts so that unintended/unauthorized billing cannot occur.

 

(I'm only going by what has been documented by Rogers.  I don't have any third-party billing in place so I can't check any of this for myself on my account.)



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I've Been Around
Posts: 1

Re: Unauthorized Netflix Charges on my Rogers Bill

I am running into the same issue. 

  1. I contacted Rogers about the unauthorized charge, they said I had to call Netflix.
  2. Talked to Netflix, confirmed my legitimate account is not being billed through Rogers, but through my AMEX card as usual. Referred me back to Rogers.
  3. Talked to Rogers a second time, they keep saying I have to deal with Netflix directly to cancel my subscription. The only problem is it is not my subscription. This time they applied a credit to offset the charge, but this is just a Band-Aid solution.  
  4. Called Netflix a second time. Netflix looked for additional accounts associated with any of my phone numbers or email addresses. They could not find the second  (fraudulent) account. Basically they said it was like looking for a needle in a haystack without the information from Rogers.

Getting super frustrated as Rogers, who is the company billing me, keeps saying I have to deal with Netflix. The only problem is I do not have the account info for the second (fraudulent) account to be able to deal with them. I am not sure how Rogers can try and collect a cost from me without having the account information form Netflix it relates to. I can only conclude they are unwilling or unable to properly resolve the issue, and are content to pawn me off on Netflix instead.

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I'm Here A Lot
Posts: 7

Re: Unauthorized Netflix Charges on my Rogers Bill

You're getting the same treatment as everyone else. Total ineptness by Rogers. You would think with so many complaints they would work on resolving their problem but no. Move on to another provider.
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I'm Here A Lot
Posts: 5

Re: Unauthorized Netflix Charges on my Rogers Bill

Jason, I feel your pain. I was in the exact same situation for months (maybe still am, don't know for sure yet). For me there were layers to this scam. Your first step is to insist that Rogers create a ticket with the back-end team to find the username associated with the Netflix account being charged to your bill. Be warned it may take a few calls and they will waste hours of your time and try to make you feel like an idiot every step of the way. Here's what happened in my case, which I can't be sure is resolved until I get a fresh bill with the charge removed:

 

After 12+ calls and equal number of hours getting shuffled between Rogers and Netflix, Rogers said back-end team would contact me with a username. Mind you I only have 3 email addresses, and Netflix checked all of them no less than 5 times and assured me no second account existed. Back-end team never got back to me, but a couple of weeks later I get an email from Netflix to my Gmail address, asking me to change the password for an account that all of a sudden exists under that email address. I log into the account and see all the streaming activity is from Algeria. I cancelled the account, but still had to get the refund from Rogers who finally agreed to reverse the last couple months of charges. I'll see at the end of the month if the recurring charge is actually off my bill. So how did this happen?

 

I can only guess, but my theory is the Algerian scammer set up a Netflix account under my email and associated with my Rogers account that uses the same email. The scammer did not infiltrate my Gmail mind you, nor did I receive any confirmation emails, so I can only assume there is a massive gap in security/authentication protocols, perhaps when activating through the set-top or smart TV. Then I'm guessing the scammer changed the email on the Netflix side, so they had no record of an account when I called to check. Rogers back-end must have liaised with Netflix who did the forensics required to re-associate the fraudulent account with my Gmail address. 

 

Even if the issue is resolved for me, clearly Rogers hasn't fixed the issue, so I do think it is worth banding together for some media outreach to get a consumer report or marketplace story as someone suggested above.  Good luck -- this will take strength.