Netflix has restarted billing me but I still have EE addons

[Pinkfins1969]

I have a 2 year EE mobile contract (started Jan 2023) with Netflix add on. I upgrade this to premium Netflix paying EE the extra. This worked ok for 7 months, billed by EE, nothing by Netflix. Since Sept 2023 (only just noticed!)  Netflix started charging me directly again, however I am still paying EE for premium upgrade at £10 per month and receive the free Netflix add on. How do I get this sorted and a refund for the overpayment? Netflix or EE error?

[Alex_H]

Hi @Pinkfins1969,

Welcome to the EE Community 

Sorry to hear of the Netflix issue you are having. Potentially you could have two separate Netflix accounts setup, do you have any second e-mails you could have a Netflix account on? 

If you login to your Netflix on your browser, select your profile in the top right and then click Account. Is your plan showing as Billed through EE Package? If you click into Membership you can then click view payment history to see if you have had any direct payments taken in relation to that account. 

Alex

[Pinkfins1969]

Hi Alex, thank you for your reply. I only have one Netflix account. I have spoken to Netflix this pm and they say that the link/code from EE was stopped by EE last year hence why they started billing me directly again, however my EE statements say I am still entitled to the free add on and I am being billed £10 by EE to upgrade to Netflix premium. I have been on hold to EE for over an hour today but cant spend any more time on this today.  I just want a refund as I have been paying twice for one service. I am over £220 out of pocket!

[Alex_H]

@Pinkfins1969 Ah I see, thanks for replying to provide an update. I appreciate a long wait can be frustrating, when you do get a chance speaking to our team on the phones who do have account access will be the next best step so they can investigate why your Netflix add-on may have stopped.

Alex

[Pinkfins1969]

Hi, my Netflix service has not stopped, I am being charged twice; by EE for the premium upgrade and by Netflix as well.Just spend over an hour on the phone to mobile services at EE and no further forward. They say its the fault of Netflix

[Ali_A]

@Pinkfins1969 

Can you head over to your Netflix account subscription page and let what it shows for the subscription? 
It may help to post a screenshot here, but please blank out any personal information first. 

Did Netflix send you any notification back in 2023 that they were going to start billing you directly? 

Ali 

[swilko123]

Hi, i am currently having the same problem. Netflix shows no billing info: 

Basic plan.

Your membership is included with EE. Contact EE for payment history.

I have the add on, plus i keep being charged £17.99 which i have to phone up and remove every month because noone knows how to stop it.

[Alex_H]

Hi @swilko123,

Welcome to the EE Community

Have Netflix confirmed that they are charging you for the same e-mail address account as the one showing the EE membership?

What happens if you try and reactivate your EE subscription by going to ee.co.uk/netflix and following the steps there? 

Alex