Netflix overpayment
Discussion
Before we were married, my wife had a Netflix account paying £10.99 pm through an Apple subscription. In 2020, after we moved in together, she upgraded the account to allow multiple screens, which increased her payment to £17.99 pm.
Just before Christmas, while reviewing old bank statements for an unrelated reason, she noticed that two Netflix payments were being deducted each month—£10.99 through Apple and £17.99 through Direct Debit. After further investigation, she realised this had been happening since she upgraded in 2020. So she canceled the Apple subscription and contacted Netflix to discuss the £10.99 monthly overpayment over the past four years. However, Netflix claimed she was only paying £17.99 and directed her to Apple as the £10.99 must be for something else. As expected Apple confirmed that the £10.99 was to Netflix. Despite this confirmation from Apple and the fact that we can see 2 payments pm being made to Netflix they refuse to acknowledge the overpayment, stating they can only see the £17.99 payment and that the issue is therefore with Apple.
I know my wife should have noticed the double payments earlier, but she (incorrectly) assumed the upgrade would replace the original subscription. Irrespective of that error, the overpayment is clear.
Does anyone have advice on how to proceed and get Netflix to address this as we just don’t seem to be able to make any headway.
Just before Christmas, while reviewing old bank statements for an unrelated reason, she noticed that two Netflix payments were being deducted each month—£10.99 through Apple and £17.99 through Direct Debit. After further investigation, she realised this had been happening since she upgraded in 2020. So she canceled the Apple subscription and contacted Netflix to discuss the £10.99 monthly overpayment over the past four years. However, Netflix claimed she was only paying £17.99 and directed her to Apple as the £10.99 must be for something else. As expected Apple confirmed that the £10.99 was to Netflix. Despite this confirmation from Apple and the fact that we can see 2 payments pm being made to Netflix they refuse to acknowledge the overpayment, stating they can only see the £17.99 payment and that the issue is therefore with Apple.
I know my wife should have noticed the double payments earlier, but she (incorrectly) assumed the upgrade would replace the original subscription. Irrespective of that error, the overpayment is clear.
Does anyone have advice on how to proceed and get Netflix to address this as we just don’t seem to be able to make any headway.
If the £10.99 was to Apple, and she cancelled it with Apple then surely that's who the dispute should be with?
But your post makes it sound like she didn't upgrade. It sounds like she was originally subscribing to Netflix through Apple, and then set up a new subscription directly with Netflix - without cancelling the Apple one.
If she didn't - and simply upgraded the package - how is it that there is a separate direct debit for Netflix? Surely she must have set that up?
But your post makes it sound like she didn't upgrade. It sounds like she was originally subscribing to Netflix through Apple, and then set up a new subscription directly with Netflix - without cancelling the Apple one.
If she didn't - and simply upgraded the package - how is it that there is a separate direct debit for Netflix? Surely she must have set that up?
Yes the original £10.99 was to Apple for a Netflix subscription. When you check your Apple subscriptions you can then see who the payment is to ie Netflix etc.
She upgraded online through her signed in Netflix account and (as far as she can remember) saw the correct NEW payment of £17.99. I assume at that point she completed a DD mandate.
You are correct in that she didn’t cancel the Apple subscription as she naively assumed that as she was upgrading, that would be taken care of. Yes I know she should have checked but she didn’t and therefore has paid out c4 years of £10.99 pm when she didn’t need to. However someone has had that money and we can’t figure out who. It may well be that it one of those situations where she just has to put it down to experience but wanted to at least try to talk to someone and have a proper conversation. At the moment all she gets is ‘nope it’s not us’ and that’s it.
She upgraded online through her signed in Netflix account and (as far as she can remember) saw the correct NEW payment of £17.99. I assume at that point she completed a DD mandate.
You are correct in that she didn’t cancel the Apple subscription as she naively assumed that as she was upgrading, that would be taken care of. Yes I know she should have checked but she didn’t and therefore has paid out c4 years of £10.99 pm when she didn’t need to. However someone has had that money and we can’t figure out who. It may well be that it one of those situations where she just has to put it down to experience but wanted to at least try to talk to someone and have a proper conversation. At the moment all she gets is ‘nope it’s not us’ and that’s it.
hstewie said:Seems the original contract was with Apple, and then she took out a separate contract direct with Netflix, whilst assuming she had upgraded the Apple contract. Had she done it all via Apple then this might not have happened. it appears she was asking both Apple and Netflix to provide her with the same service, yet neither Apple or Netflix knew of each others contract?
Forrest1 said:
She upgraded online through her signed in Netflix account and (as far as she can remember) saw the correct NEW payment of £17.99. I assume at that point she completed a DD mandate.
This could just be semantics but since you've referred to paying via Direct Debit a couple times now, is this actually how the payment is being collected?Netflix don't allow payment via DD. Netflix payments only get collected on DD when an add-on to another subscription i.e. phone, but will be bonded into the total payment, not separately.
Knowing if paid via DD or not will help decide appropriate next steps.
https://help.netflix.com/en/node/116380
Thanks all for info and advice.
Just by way of a quick update, spoke to Apple this morning and they saw what the issue was but said it was my wife’s fault as she should have cancelled back in 2020. However as a gesture of goodwill they will refund her 2 months worth!
My wife is now at work so will chat later to see if she wants me to push further and try to get a bigger refund or if she just wants to put it down to experience
Just by way of a quick update, spoke to Apple this morning and they saw what the issue was but said it was my wife’s fault as she should have cancelled back in 2020. However as a gesture of goodwill they will refund her 2 months worth!
My wife is now at work so will chat later to see if she wants me to push further and try to get a bigger refund or if she just wants to put it down to experience
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