Netflix Billing update

[Rosie8]

I received an email today from BT saying I’d been undercharged by £7 a month for my Standard Netflix subscription, so my monthly bill will increase by this amount. It also says they will bill me a one-off charge of £21 for the last 3 months to cover the difference in price. Basically, when I took out a 24 month TV and Broadband package and activated my Netflix through my new tv box it linked to a standard package without ads (£12.99), rather than the correct standard package with ads (£5.99), which is what was advertised on their website and what I agreed to. I’m pretty angry about this, as I don’t watch Netflix that much, so didn’t really notice there were no ads! Have I got any rights to dispute this charge. I’ve just been into my Netflix account and changed it to the correct standard package with ads. It says they will notify EE of this change!

[garybs29]

I doubt it, you admit it linked to the package but you never noticed. Note they could probably charge you more than the 3 months but aren't

[Debbie_G]

Hi @Rosie8.

Welcome to the community.

I'd recommend getting in touch with our customer support team so they can review the original order and billing and check the charge that's been applied.

They'll be able to advise you further and confirm what happens with your billing going forward.

Debbie

[Rosie8]

Thanks Debbie for your reply about this. I spoke to a guide at BT yesterday and he said there was nothing he could do at the moment, and that he’d been given a statement to read out to customers who had received this email (so obviously I’m not the only person this has happened to!) The guide was very nice and he had sympathy with my situation, but this doesn’t help. Out of curiosity I also went onto my Netflix account and the package selected was the standard package without ads, so I changed it to the standard package with ads, which is what I agreed to with BT for £5.99. Netflix said they would let EE know of the change. I’m not sure what will happen now, but I will dispute any extra charges. My 24 month contract is up in February, so depending on the outcome of this I may be looking for a new Broadband supplier! 

[zulu17]

Reading a prepared statement is fine BUT the customer services guide should have been able to raise a complaint on your behalf and advise you of the company's  complaint process.  Going forward it seems reasonable for the correct charge for the type of subscription to be charged once the company advised you. Whether the  restrospective charge is reasonable would i suspect depend upon whether you were informed  of the charge and simply not.  billed for it or whether the company didn't inform you until later.