Netflix added then immediately removed from my add-on

[Haximus]

So I got an email a few months ago telling me that one of my add-ons (Netflix Standard account) was raising it's prices so as a result I could no longer be on the standard package rewarded to me as part of my sim deal without paying a little extra. I agreed to this and all of it was updated. 

Now today I ended up getting a text message from EE saying thank you for upgrading to Netflix Standard. Then I immediately get a follow up message saying 'We've removed Netflix Standard from your account. You'll no longer see this on your bill or be charged.' then it said I can re-add this in my account. 

I checked my EE app and it was still on there as an add-on. Went into my Netflix account and got told that my payment method needed updating. I updated it to my EE account and I got a text message saying thanks for your payment of £12.99. 

Now I'm confused because this add-on usually took care of the cost of the lowest package (standard with adds) and I paid whatever the remainder cost was. But am I now going to be charged the full amount? Why is EE doing this? Telling me it's all be updated then just kicking me out of the subscription altogether. 

[JJ881]

I’ve had exactly the same text and email completely out of the blue and I’ve not asked to change anything! What is going on EE??

[Rach_H]

Hi @Haximus,

Welcome to the Community!

We know how important it is for you to know what is happening with your bills, so I'm so sorry for this confusion. I'd recommend giving our team a call, so they can clarify exactly what is happening with your add ons, and help you get this sorted.

Rach

[Wrdge]

This happened to me too today, I think it's linked to Netflix getting rid of the Basic plan but support but Basic back on my account however I can't upgrade back to standard again with the discount. Absolutely shocking that this happened with no warning. 

[TheCorm]

I have also had this and been speaking to them on chat, which has been a fairly painful experience.

Sounds like they've messed it up for everyone who has Netflix through EE. Hope they sort it soon.

[Polarmuppet]

I've had exactly the same experience today and cannot watch anything on Netflix this evening as a result.

[TheCorm]

I'm pretty sure what they need to do is the remove the Netflix add on and then add it again. It's not something we can do as well get a 30 day waiting period.

I suggested this to the simpleton I spoke with earlier but they didn't do it.

[Lmvlightning]

Exactly the same has happened. I didn't add payment info onto Netflix as it wanted me to pay 12.99 which meant I had no benefit from Netflix being my add on. I'll chase again tomorrow but EE have messed this right up.  

[DrStrut]

Same here too. Do you think they will fix it for everyone?

[Mellanieparry]

I’ve had the same text.  Netflix keep trying to take money using old card details thankfully. Can’t wait to contact EE for what will surely be a painful exchange and time consuming