Netflix charged for free trial

tarzanette

I hope this is the right forum and that someone can help.

I received an email from Netflix on 4th May inviting me to start a month's free trial, which I did on 15th May and gave them my PayPal details. I received emails within a few minutes from Netflix saying that I would be charged on 14th June and from PayPal saying that my payment had been authorised - I did think the latter strange as any payment wouldn't be due until mid June.

I had a look at Netflix but couldn't find anything to watch so cancelled the same day. I had an email acknowledgement from them saying that my subscription would be cancelled from the end of the current billing period - 13th June, i.e at the end of the free trial.

Payment of £9.99 was taken today (22nd May).

I raised a dispute with PayPal but they replied (within 5 minutes!) saying that they had checked with the merchant and because I had authorised the payment there was nothing they could do. I appealed, explaining again that it was a free trial and that I only authorised payment in advance in the event that I did not cancel. Again, they sided with Netflix and refuse to refund.

The essay is almost finished... Is there anything else I can do to resolve this? Netflix don't appear to have an email address for customer service or complaints and I find it very difficult to use a telephone so that's a very last resort.

Thanks.

Aylesbury_Duck

Netflix have a live chat facility, you could try that. Sounds like an admin error.

tarzanette

Thanks for the reply. I've spent the best part of the evening on live chat and apparently it's my fault
for using the same payment details as my last account... The last (and only) account that netflix sent the "try is again" free trial offer to.

I have the transcript but won't post it as it's late and I need to be up at the crack of noon for work, plus reading it back i do sound like a whingeing whingebag towards the end

Matty36

Clearly an admin error like mentioned. I've had about 5 free trials with no issues. Talk to Netflix and use your emails you received as proof it was a free trial

Even though you have cancelled it, you can still use it until the end of the billing period

Paul_DNAP

All covered in their terms and conditions. Free trials are purely at their discretion, and may be revoked at any time. They particularly highlight that having a recent account in the household is a reason why a new sign-up won't qualify for the free period.

DoaM

Paul_DNAP wrote: »

All covered in their terms and conditions. Free trials are purely at their discretion, and may be revoked at any time. They particularly highlight that having a recent account in the household is a reason why a new sign-up won't qualify for the free period.

But OP mentions a "Try us again" offer, not a "new signup" offer.

Blackbeard_of_Perranporth

tarzanette wrote: »

I hope this is the right forum and that someone can help.

I received an email from Netflix on 4th May inviting me to start a month's free trial, which I did on 15th May and gave them my PayPal details. I received emails within a few minutes from Netflix saying that I would be charged on 14th June and from PayPal saying that my payment had been authorised - I did think the latter strange as any payment wouldn't be due until mid June.

I had a look at Netflix but couldn't find anything to watch so cancelled the same day. I had an email acknowledgement from them saying that my subscription would be cancelled from the end of the current billing period - 13th June, i.e at the end of the free trial.

Payment of £9.99 was taken today (22nd May).

I raised a dispute with PayPal but they replied (within 5 minutes!) saying that they had checked with the merchant and because I had authorised the payment there was nothing they could do. I appealed, explaining again that it was a free trial and that I only authorised payment in advance in the event that I did not cancel. Again, they sided with Netflix and refuse to refund.

The essay is almost finished... Is there anything else I can do to resolve this? Netflix don't appear to have an email address for customer service or complaints and I find it very difficult to use a telephone so that's a very last resort.

Thanks.

tarzanette wrote: »

Thanks for the reply. I've spent the best part of the evening on live chat and apparently it's my fault
for using the same payment details as my last account... The last (and only) account that netflix sent the "try is again" free trial offer to.

I have the transcript but won't post it as it's late and I need to be up at the crack of noon for work, plus reading it back i do sound like a whingeing whingebag towards the end

Uou have previously used a free trial, so Netflix rightly charged you.

Paul_DNAP

DoaM wrote: »

But OP mentions a "Try us again" offer, not a "new signup" offer.

Hmmm interesting, I didn't spot that, and we'd need to see the exact wording of that email to see if that was what it was saying. If indeed it was then I can't see how Netflix has a leg to stand on if their promotions team are "baiting and switching" with offers that they will not honour.

tarzanette

Thanks for all the replies. Here's the email and part of the webchat.

Email title: We’d like to offer you another free trial.

We’re adding more to watch every week. Catch on
up full seasons of hit TV programmes from the
beginning. And there are great films for everyone:
Action & Adventure, Documentaries, Comedy,
Children & Family, Sci-Fi, and more.
ENJOY ANOTHER FREE TRIAL

_________

Excerpt from the webchat:

Netflix NemmaraRaman
Alright, [name] , I see that your Billing information was the same that you used on your Previous Account and it made you Not eligible for free trail

You
That makes no sense

Netflix NemmaraRaman
As this Account is Not Eligible for free trail, you have got the charge

When you enter your Billing information, Netflix will give you a pop-up stating that the information is already used . You might have missed the information during signing up {obviously I did}

Your email might be eligible for trial, but when you enter a detail which is already used with Netflix, you will be Notified that the information is already used

You
So, I have to use different payment account

Netflix NemmaraRaman
I will not be able to comment on it, but you can check for the details from
Click Here

You
What do you mean by This Account that got created now, is not eligible for a Free trail?

Netflix NemmaraRaman
The Account created with email [my email] is not eligible for free trial

You
So why send the email, this is the same account as used for previous Netflix trials

Netflix NemmaraRaman
No [name], I see that there was one more Account used for Free trial with the same Billing information

So, as a Free trail was used with the same Billing information, this Account with email [my email] became Not eligible for free trail

You
And that would be...?

Netflix NemmaraRaman
I din't get you

You
What is this other account?

Netflix NemmaraRaman
I see that there was another Account with same Billing information, but I will not be able to check the details
___________

Just to clarify, I've only ever used one email address for Netflix and have no idea what this mysterious old account could be. My PayPal address is different and is only ever used for PayPal, never for signing in to anything else. No one else knows my PayPal details.

Anyway, thanks again for everyone's input but I don't think I'll waste any more time fighting this... So anyone watching anything good on Netflix?

unholyangel

I had the exact same offer from them (several times actually).

I've just went through the process to see whats said, it does specifically say:

Monthly price after free month ends on 22/06/19
First month free


Then on a following page:
Cancel before 22/06/19 if you don’t want to be charged.
As a reminder, we'll email you 3 days before.
No commitments.
Cancel online at any time.

Then again:
Enjoy your first month. It's free (their use of bold)
YOUR PLAN
Unlimited Streaming in HD and Ultra HD at £9.99 a month after free trial.

And a big red button reiterating the point.

Then the following page:
Your Netflix membership, which starts with a free month, has begun. Cancel at any time before 22 Jun 2019 and you will not be charged.
If you are enjoying Netflix, do nothing and after your free trial ends, your membership will automatically continue.

OP did you get any of those?

Matty36

I've had multiple free trials all with the same email n payment info. Dunno what that rep is blabbin on about