Netflix Premium upgrade not wanted

[Unwantedorders]

Every month I have been sent an email saying thanks for your order of upgrading your Netflix subscription to premium......I do not use Netflix and this is the third consecutive month it has happened . After several phone calls got recredited, now at 6:04 another email saying I have upgraded..how many others are being charged.Fed up now and have warned EE if it happened I would be leaving and going back to Sky

[chistery]

Has EE said why they think these charges are being made to your account?

[Unwantedorders]

No nothing ,told them they must have a glitch in their system

[Alex_H]

Hi @Unwantedorders,

Welcome to the EE Community

I am sorry you are having an issue with unwanted Netflix charges. Are these charges appearing on an EE mobile bill or an EE Broadband & TV bill? 

Do you see a Netflix add-on within your online account when checking? 
 

Alex

[Unwantedorders]

they are appearing on my Broadband & TV ......NOW TODAY I HAVE ANOTHER EMAIL TELLING ME I HAVE UPGRADED MY NETFLIX PACKAGE>........as soon as customer services answer I am closing this shambles down and moving my account

[DarrenDev]

@Unwantedorders on our system I can see you cancelling the upgrade 3 times now, however there isn't a single order on our system requesting the upgrade.  This would suggest that it was done from the Netflix side, but I'll ask a colleague if there's any way we can verify that.

Is there any chance that someone has access to your Netflix account? Or knows your username and password?  If you log into the Netflix app, you can view your account sign-in and device history - does this show any devices you don't recognise?

[Unwantedorders]

Netflix is free on EE & Sky and everybody else. Nobody has access to my account for what point, unless a member of EE is having a laugh. We watch netflix very rarely just on our stand alone tv, not on any tablets , phones or anything else..EE send me the bills , EE tell me I have upgraded, I havent. Just a pain in the backside every month. I am really busy next week but will be sorting this problem when I get some time. You have been warned about closing the account.

[DarrenDev]

Netflix is never free @Unwantedorders - it's included as part of a TV subscription. In your case, Netflix standard is included, but someone or something is requesting an upgrade to premium. Possibly someone who wants to increased video quality, or extra concurrency rules? 

I strongly recommend you check your Netflix profile to see if anyone else is using it, or contact Netflix and ask them from which device the upgrade is being requested.

[Unwantedorders]

I am a client of EE, why dont they do the investigating

[DarrenDev]

As I've mentioned earlier, I will ask a colleague tomorrow what we're able to see from our side. We're not allowed to talk to Netflix on your behalf, so if our system does show the request came from within the Netflix app, we'll not be able to find out anything further.

I'll update here when I know more. 

Sorry for the inconvenience - I can imagine it must be frustrating for you to have to call us every month.

It's worth noting that Netflix do have very good customer services - I've personally had issues in the past where I've needed to contact them and they've been excellent in resolving them quickly via their online chat. You'll probably find they can answer your question quicker than it took to call us, but the choice is obviously yours.