Netflix and Natwest fraud

powerful_Rogue

robatwork wrote: »

Letter Before Action to Netflix.

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

On what grounds?

AnnoyedNetflixUser

lozzy81 wrote: »

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?

As DoaM mentioned, Natwest have blocked any further payments made to Netflix on this debit card. Netflix have blacklisted this card information too.

robatwork wrote: »

Letter Before Action to Netflix.

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

Netflix changed the email address to an alternative email I use and I reset the password using a generated password from lastpass.

Colin_Maybe wrote: »

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).

Natwest will not cancel the card as they state the payments will carry over to a new card, I told the Fraud team that Netflix uses the 16 digit number and CCV, not account no and sort code, but the rep said this isn't true with recurring payments it's another system used to collect payments? The Natwest rep said i would have to call the gym and all the other service providers etc with the new details - I said that's fine but he still refused to cancel the card!

powerful_Rogue

Sounds like a CPA (Continious Payment Authority) in which NatWest are correct. Cancelling your card won't cancel the CPA.

AnnoyedNetflixUser

powerful_Rogue wrote: »

Sounds like a CPA (Continious Payment Authority) in which NatWest are correct. Cancelling your card won't cancel the CPA.

That's it, I couldn't remember what the rep called it.

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Small update, I did call Natwest at lunchtime to request a chargeback as suggested by a colleague, but I was hit with the same brick wall of "Netflix has assumed liability" because they have already partially refunded the amount taken.

The bank referred me to Trading Standards, who then referred me to UK European Consumer Centre as Netflix is "based" in the Netherlands and not subject to the same regs as the UK - I will be calling them tonight.

[Deleted User]

AnnoyedNetflixUser wrote: »

Netflix changed the email address to an alternative email I use and I reset the password using a generated password from lastpass.

Is the Netflix account in your name & has your phone number on it? I'm actually surprised they changed the email address if not, even though it's your payment details.

born_again

AnnoyedNetflixUser wrote: »

there's nothing they can do and forwarded me on to the Fraud Team. The first lady I spoke to said as it's been going on for longer than 13 months there is "nothing they can do" as it is outside the T&Cs for the basic Natwest account.

Could anyone offer some advice or guidance on how to proceed now? I was planning on calling the bank again at lunchtime - how can I convince the bank to raise a fraud investigation and/or refund my money?

The 13 months is a standard banking process on card payments and was set in place by FCA.
Anything over that period is deemed to be the responsibility of the customer for failing to correctly monitor their account. Hence why you can not opt out of the annual statement.
They can raise a fraud file on the under 13 months. That is not a problem. But it could impact your Netflix account.

Fraud to Netflix is very common. And as they use Visa Account updater to get new card details. It can transfer to your new card. So keep a very close eye on ALL SPENDING.

SHAFT

robatwork wrote: »

Letter Before Action to Netflix.

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

Might be expensive to see it through.

AnnoyedNetflixUser wrote: »

That's it, I couldn't remember what the rep called it.

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Small update, I did call Natwest at lunchtime to request a chargeback as suggested by a colleague, but I was hit with the same brick wall of "Netflix has assumed liability" because they have already partially refunded the amount taken.

The bank referred me to Trading Standards, who then referred me to UK European Consumer Centre as Netflix is "based" in the Netherlands and not subject to the same regs as the UK - I will be calling them tonight.

AnnoyedNetflixUser

Colin_Maybe wrote: »

Is the Netflix account in your name & has your phone number on it? I'm actually surprised they changed the email address if not, even though it's your payment details.

No the Netflix account is not in my name, nor are any of the profiles names I recognise. The account does not have a phone number attached.

The Netflix rep changed the email address and seemed happy to do so without further verification?

JReacher1

I find this a bit confusing. How did Netflix identify the second account, the only details that were the same across both accounts is the card number.

Did you give the card number to Netflix and they then identified that two accounts were being charged to this card?

I’ve worked at a few retailers and they tend to not store card details but store a card token which is masked via a PSP. It actually worries me a bit if Netflix staff have the ability to view any card number in their system.

JReacher1

In addition someone has fraudently got access to your card number so I’m amazed that the bank won’t cancel the card. What is stopping the person using the card somewhere else?