Fraudulent Netflix payments, bank says they won't refund?...

shorn

Hi,

Back in April, I went to log in to my Netflix account and noticed my email/password had been changed. I called Netflix and they explained that the account email address had been changed to a polish email address. They also said that as I couldn't confirm the password (as that had been changed) I wasn't technically the account owner I couldn't make any changes to the account so they agreed to close/block it and I would start a new Netflix account.

I logged into my bank account (bills account) the other day any noticed that payments for Netflix of £8.99/9.99 were still coming out. The reason i hadn't picked up on this was that when I created my new account, I chose to pay via iTunes so i suddenly realised I was being charged twice.

I called Netflix and they asked me to provide my card number, (for my bills account) which I did, and they said that it was being charged to a polish account. Presumably they never stopped it back in April. They advised that they would block the card from being used and that I'd need to contact my bank to look at refunding the fraudulent payments.

I called the bank (Barclays) and they advised that it was down to Netflix to refund it's a subscription service. (I also had a new card/pin issued at this point.)

I then called Netflix back, and the advisor was adamant that it's the bank that need to be refunding.

So... I'm a bit unsure where to go from here? Any experience or ideas?

Thanks!

18cc

Not sure about your payment method was it a direct debit they were taking or was it via debit card

shorn

It wasn't a Direct Debit, it was just a charges on the card.

AirlieBird

You need to get Barclays to cancel your card and issue a replacement. I am very surprised they haven't done this on explanation that your card details have been compromised.

shorn

They have now issued a new card/pin

alanq

If there is a recurring payment set up from a card, from what I have read, changing the card may not solve the problem. The bank should also have put a stop on the recurring payment.

https://www.moneysavingexpert.com/banking/recurring-payments

Westie983

You will need to speak to Barclays to cancel the recurring payment to Netflix, canceling the card wont stop this from coming out..

Fairly easy to do either in branch via an online form or via telephone banking.

You should also speak to the same team to find out if they can claim back any payments if not get Barclays to put you on the phone to Debit Card Fraud, and they will refund the payment, as long as the CPA (continues payment authority) payment has been cancelled.

Dont let barclays fob you off.

Westie983

AirlieBird

Westie983 wrote: »

You will need to speak to Barclays to cancel the recurring payment to Netflix, canceling the card wont stop this from coming out..

It will if it has a fraud block on it.

JustAnotherSaver

My brother had something similar when he split up with his girlfriend.

He was paying for absolutely everything but the Netflix had been forgotten about.
After a few months he checks his account to find this payment coming out. Only thing is there were no account details for him as she had them and wouldn't give them out as she claimed to know nothing about them.

He eventually got it shut down but it was a bit drawn out. No refunds given.

Anyway good luck.

Westie983

AirlieBird wrote: »

It will if it has a fraud block on it.

No it doesn't the bank will just pass on the new account details, it doesn't stop the payment going out, same for expired cards. its a CPA, its not the same as a DD.

Westie983

Armorica

Barclays should refund and then claim back from netflix.

You should be clear that netflix told you they had closed your netflix account (after it was fraudulently taken over). Therefore any payments netflix claimed from your account after that point were unauthorised.

In Barclays' defence, they had no way of knowing the payments were unauthorised has you had not informed them. And in theory, netflix should be capable of refunding you directly.

Do you have any emails or other audit trail from your conversation with netflix about closing the account?