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Hi after noticing an ongoing direct debit of $16.99 through my Amex card I found out that Netflix were billing me for a monthly service that I had cancelled back in October 2022. They informed me that the service had been re-opened in December 2022 using the same card details that I had provided them with along with a direct debit authority that I had originally provided them with to open the account. They were unable to provide me with an explanation as to why they had re-opened the use of my credit card details plus allow further direct debits to occur,. The help line operators could only provide me with a part refund of three payments. They could not provide me with any explanation as to why my card details were reactivated along with the direct debit to my Amex card. These details should have been destroyed when the original account was closed. They kept deflecting any responsibility for what happened. They claimed that I had been sent an email regarding the re-opening of my original account. A search refuted this claim, I had not received any email.
Desired outcome: A full refund of the total owing to me along with an acknowledgement of their lack of care/security surrounding peoples credit details and in particular an explanation as to why the direct debit was not removed.
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You entered your billing information when you opened the account, and your details (including the method of payment, viewing history, profiles) etc. are stored in the system for 10 months after cancellation. You can find this information on their support site. As to why your account was re-activated, if there hadn't been any other changes (email changed etc) it's probably because one of your devices that you'd used for Netflix was still signed in, and someone from the user side (not system side) had gone to restart the membership. Their system does send emails when there are changes to your subscription or account, and even if that for some reason was filtered by your email client to your spam folder and deleted, it's up to you to keep track of your finances. Happy to hear you were able to get a few months refund.