My Netflix account was taken over by a fraudster and they changed my email address and phone number, effectively locking me out of my account.
When I reported this I was told that for security reasons they couldn’t do anything until I gave them my debit card details. I wasn’t prepared to do that because Netflix already had them. I asked for the account to be frozen but they couldn’t do that so I asked for the account to be closed. I was told and I ed it with them afterwards the I would still have to pay for the service. I questioned that I would still have to pay despite me not having access so would effectively be paying for someone else to watch Netflix.
They agreed that my interpretation was correct.
I paid my account on 4th August and cancelled it on 10th August so have already lost the best part of a month.
I then got my bank to stop any future payments. It’s disgraceful the the fraudster is ignored, they weren’t really that interested.
Look at the policy when dealing with genuine problems relating to fraud and have more empathy toward customers. Under these circumstances I should have had my account closed and then reopened with new passwords etc. I should not have been asked to give my debit card details at that point. There are other ways of verifying a customers details.
I also should not have needed to get the payments cancelled by contacting my bank. I should be refunded the unused month I’ve wasted