Netflix and Natwest fraud

AnnoyedNetflixUser

SHAFT wrote: »

All a bit of a waste of time if the suspect isn't in the UK.

As others mentioned correctly, they may have been using a VPN so would appear to Netflix to have been accessed outside the UK. It depends if the VPN used (if any) logs traffic.

[Deleted User]

AnnoyedNetflixUser wrote: »

The 2 reps I spoke with at Netflix stated 3 months is the maximum amount they can refund on by their system and to recover the remainder from my bank. They have admitted it was a fraudulent account.

If someone at Netflix stated it was a fraudulent account then they were idiots. How would Netflix know if it was fraudulent or not? They can only see 2 accounts set up and have no idea if you set them up or not or indeed gave your details to someone else.

AnnoyedNetflixUser wrote: »

I knowingly have a Netflix account, therefore I would reasonably assume I would have to pay for the Netflix subscription and then see payments to Netflix on my bank statement? I don't mean to sound argumentative, I don't believe I have acted negligently as this is an expected expense?

I have a Netflix account myself and while I would reasonably assume that I have to pay for it I wouldn't reasonably assume that 2 payments every month for 17 months would be taken. And the 2 payments are for different amounts at that as one was HD and the other UHD. Sorry, you can dance around it as much as you want but it is down to you.

AnnoyedNetflixUser wrote: »

Most of them appear legitimate, the odd one appears dodgy, but I've looked through a list online of merchants using abbreviated descriptions etc which do match the sites used or products purchased (takeaways, other online purchases etc).

I'd count that as a blessing then.

Aylesbury_Duck

I can't see what Netflix have done wrong here. Someone has got hold of your card details (have you been completely secure with them, updated your antivirus and firewall regularly, etc.?) but to Netflix, it just appears that you're paying for a second account, which wouldn't be particularly unusual. You've been wronged, but the target of your frustration is misplaced because it's not Netflix's fault. Whether they're obliged to refund any more money is a matter for consumer rights experts - I'm not sure.

You need to keep better control of your financial statements. It shouldn't have taken you 17 months to see two payments going out. Along with the fact that your card details have somehow been compromised, it suggests you need to up your security and vigilance. Whether or not you get your money back, the experience is a valuable one.

AnnoyedNetflixUser

Colin_Maybe wrote: »

They can only see 2 accounts set up and have no idea if you set them up or not or indeed gave your details to someone else.

They have already stated the account was created outside of the UK and solely accessed via foriegn IP address - the previous device list is empty and void of any devices being used - this is where any IP addresses and devices used in relation to the account would appear according to their support rep and the rep couldn't explain why it was empty? There are shows and movies in the recently watched list, so I there has been activity as recent as July 2019.

Colin_Maybe wrote: »

And the 2 payments are for different amounts at that as one was HD and the other UHD.

Apologies, I should have stated in the OP that this is how I noticed, the fake account had been upgraded to UHD causing the payments to go up frmo £9.99 to £11.99.

I would check my credit card balance to ensure the payment was sent to clear the balance and a quick glance at the transactions, and the same for my Natwest card, a quick glance - I never realised for all this time the payments were being taken twice and yes I should have been more stringent on my checks, however, it is still someone having access to my bank details and the bank will not cancel my card or offer any further support, which is causing money to be taken/stolen from my account to pay for a service I do not use ( being the fake Netflix account ).

Aylesbury_Duck wrote: »

It shouldn't have taken you 17 months to see two payments going out. Along with the fact that your card details have somehow been compromised, it suggests you need to up your security and vigilance.

The payments were for the same amount and as above have only recently changed. You do raise a valid point that I should have been more scrutinous of my statements.

I have always remained vigilant online and always used reputable sites. I am always telling my family and friends this! I have never used payment gateways that you often see used on JimBrowning etc youtube channels and never hand over payment details if I am not 100% I know what it's for.

waamo

SHAFT wrote: »

All a bit of a waste of time if the suspect isn't in the UK.

A waste of time even if they were in the U.K.

unforeseen

They have already stated the account was created outside of the UK and solely accessed via foriegn IP address

That was obviously a quote from somebody who doesn't understand VPNs

lozzy81

The Visa disputes team may not be able to refund the payments already made but surely they can cancel further payments? I would have though they had the power to cancel continuing card payments at the customers requests?

robatwork

Letter Before Action to Netflix.

BTW how did you get access to the fraudulent account on netflix?

[Deleted User]

AnnoyedNetflixUser wrote: »

As others mentioned correctly, they may have been using a VPN so would appear to Netflix to have been accessed outside the UK. It depends if the VPN used (if any) logs traffic.

AnnoyedNetflixUser wrote: »

They have already stated the account was created outside of the UK and solely accessed via foriegn IP address - the previous device list is empty and void of any devices being used - this is where any IP addresses and devices used in relation to the account would appear according to their support rep and the rep couldn't explain why it was empty? There are shows and movies in the recently watched list, so I there has been activity as recent as July 2019...


...and the bank will not cancel my card or offer any further support, which is causing money to be taken/stolen from my account to pay for a service I do not use ( being the fake Netflix account )...

Aren't you contradicting yourself there as regards the use of VPN's?

I don't understand about the bank refusing to cancel your card? Surely if you report fraud the very first thing they do is block the card being defrauded? And even if not, it should be your decision if you want to cancel the card itself (if not the whole account).

DoaM

lozzy81 wrote: »

I would have thought they had the power to cancel continuing card payments at the customers requests?

Not only do they have the power, they have the legal obligation to do so if the customer requests a CPA to be cancelled. (This was a change in legislation 5+ years ago, but some providers' customer services still don't realise this).