Netflix

Crowtwist

Hi, need some advice. We recently noticed on own bank account statement that Netflix has been taking two subscriptions from us, one for £5.99 (which we wanted) and one for £11.99 (which we didn't). The £11.99 started last July 2019. Netflix have said we have to claim the money back from our bank as it may be fraud but the bank have said that they have a rule that they can only go back 120 days. So we got 4 months from the bank and one month bank from Netflix equally 5 months but that is still 5 months outstanding that we are owed. I feel that Netflix have stolen from us. What can we do?

DCFC79

Crowtwist said:

Hi, need some advice. We recently noticed on own bank account statement that Netflix has been taking two subscriptions from us, one for £5.99 (which we wanted) and one for £11.99 (which we didn't). The £11.99 started last July 2019. Netflix have said we have to claim the money back from our bank as it may be fraud but the bank have said that they have a rule that they can only go back 120 days. So we got 4 months from the bank and one month bank from Netflix equally 5 months but that is still 5 months outstanding that we are owed. I feel that Netflix have stolen from us. What can we do?

How has the other payment allowed to be taken for so long, why was it not picked up earlier.

Caz3121

check all email address inboxes. It is possible that someone in July set up a new device and used an incorrect email address to log in generating a new account (although they would needed to have entered the bank details in the process)

JReacher1

It isn't Netflix's fault that you have paid twice.  Potential reasons for this are you have 2 Netflix accounts or your details have been used fraudulently.   Neither of these things are really Netflix's responsibility 

You need to take personal responsibility for your finances and identify any rogue transactions in your account and act accordingly.

Aylesbury_Duck

Which account have you been using?

As well as the good advice about checking you statements more frequently, ask your bank about the direct debit mandate.  If only one exists there's been a clear error.  If two exist, it suggests you've made an error somewhere and set up both accounts (or someone else in your household did).

JReacher1

I don’t think Netflix use direct debit. I seem to remember having to use a debit card for my subscription. 

unholyangel

It sounds like it is debit card given the 120 days they're quoting (which is the time limit for chargeback on visa).

However, there is also the angle of the payments being unauthorised (if this wasn't a mistake by the OP of course). If they weren't authorised then strictly speaking OP isn't limited to chargeback against the retailer and can instead claim from the bank. It would then be up to the bank (perhaps with the help of netflix) to prove they were authorised. 

DoaM

As per others, my Netflix subscription is paid via a CPA on my (credit, in my case) card.

mattyprice4004

Someone has likely used your card for fraud; this isn't Netflix's fault. They haven't stolen anything. 

JReacher1

mattyprice4004 said:

Someone has likely used your card for fraud; this isn't Netflix's fault. They haven't stolen anything. 

I think it’s worse that not only have then been defrauded but they been forced to watch Netflix SD while at the same time paying for Netflix UHD!