FORMER Netflix customers are being urged to check their bank statements after some had their old subscriptions reactivated without permission.
The streaming giant holds on to customer data for 10 months after you cancel unless you tell Netflix to delete it.
3
It’s to make it easier for users to rejoin should you later change your mind.
But it means fraudsters, if they get hold of your login details, can reactivate the account without knowing the user’s bank details, BBC Radio 4’s You & Yours reports.
Ex-Netflix customer Emily Keen told the BBC that she cancelled her Netflix service in April this year, but was then charged £11.99 by Netflix in September.
She said: “I tried to login to my account, but it said my email and password had not been recognised.
“It turns out the criminals had changed my login details completely and had signed me up for the most expensive service.”
And while Netflix assured Emily her account would be blocked, she was still charged in October and November.
She also didn’t receive the full amount back.
Other customers have complained about similar issues on social media recently.
3
3
One user vented on Twitter last month: “Super disappointed with my @netflix customer service experience.
“Our account was hacked, supposed to have been deactivated, was reactivated by hacker, and continued to use our credit card.
“We were told to file chargeback and @netflix would not offer refund.”
While another added: “Cancelled my @Netflix subscription in July. Looked at my bank account yesterday, service reactivated.
“Missed an email Monday about suspicious activity. Netflix allowed the activation anyway.”
If you’re worried about Netflix keeping hold of your billing data, you can ask to have it deleted before the 10 months are up.
It’s also important to not use the same passwords for all your online accounts.
This is because hackers try to access any other accounts or websites with the same details, Martyn James of online complaints tool Resolver Told The Sun.
How to protect yourself from fraudsters
ACTION Fraud recommends taking the following advice to stay safe:
- When making a purchase, be suspicious of any requests to pay by bank transfer or virtual currency instead of safer methods, such as credit card or payment services such as PayPal.
- Listen to your instincts: If something feels wrong then it is usually right to question it. Don’t pay for goods or services unless you know and trust the individual or business.
- Personal information obtained from data breaches is making it increasingly easier for fraudsters to create highly targeted phishing messages and calls – watch out for these.
- You shouldn’t assume the caller is genuine just because they’re able to provide some basic details about you.
- Always be suspicious of unsolicited requests for your personal or financial information.
If you’ve been affected and are struggling to get a refund from Netflix, you can go to your credit or debit card provider and get your money back that way.
It’s also worth making a formal complaint to Netflix and ask what they’re doing to apprehend the thief, Mr James added.
The consumer rights expert had his details stolen in a data breach recently, which they then used to splash out on goods worth £1,600, including a Netflix account in his name.
In the end, he only got his money back by going through his credit card provider.
Adam French, Which? consumer rights expert, told The Sun: “Reports that Netflix user accounts have been apparently been hacked are alarming, and this is why we’d always advise customers to keep a close eye on their bank statements and subscription service accounts for suspicious activity.
“If you spot any suspicious activity or unauthorised payments, report them to your provider immediately to request a refund or you can contact your bank to request a ‘chargeback’ on those payments.
“It’s also important to be wary of phishing emails falsely claiming your account has been compromised in some way – as these are likely to be from fraudsters.”
A Netflix spokesperson told The Sun: “The safety of our members’ accounts is a top priority for us, and we are always working to improve this.
“We use a variety of measures to protect our members, notifying users to change their password when suspicious activity is detected, and when there is a sign-in to their account on a new device.
“If a member notices any unusual activity on their account, they should contact us immediately.”
You can contact Netflix by calling 0800 096 6379, alternatively use the live chat function on its website.
A month ago, Netflix sparked outrage with its “lazy and tasteless” binge-watch feature that speeds shows up by 50 per cent.
In April, the streaming website warned of price hikes so bad it expected users to quit.
Meanwhile, Netflix customers have been warned about a “sophisticated” scam that can steal your account – and rinse your bank.
