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Feb 16th, 2021
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  1. Netflix Customer Service
  2. End Chat
  3. Your issue is: My account was recently hacked and they changed the package I was on.
  4. You are now chatting with: Wendel S.
  5. Netflix Wendel S.
  6. Hi there! I'll be more than happy to assist you with your concern. May i have your email and full name in the account please.
  7. You
  8. ******@******.co.uk
  9. You
  10. Matt*************
  11. Netflix Wendel S.
  12. Thanks! Just a quick reminder, here are some tips so we don't get disconnected: Please don't use the back ◀ or close ❌ this chat window and please reply within 2 minutes so the system knows we're still chatting.
  13. You
  14. I WAS on a legacy package that you don't offer anymore.
  15. Netflix Wendel S.
  16. This happens when you share your Netflix account with family, roommates or guests, or forgets to sign out of a device, changes may be made to the account without your knowledge. Other times, a change may have been made by someone who is not authorized to access the account resulting in losing access to your account
  17. Netflix Wendel S.
  18. No worries! We will make sure to secure your account.
  19. Netflix Wendel S.
  20. Your preferred language to all profiles are English?
  21. Netflix Wendel S.
  22. Or there is Spanish too?
  23. You
  24. Only English
  25. Netflix Wendel S.
  26. Okay.
  27. You
  28. My password was compromised and someone in Chile logged in
  29. Netflix Wendel S.
  30. Let me restore your account.
  31. You
  32. Luckily I have authenticator set up on my email.
  33. Netflix Wendel S.
  34. I got you.
  35. You
  36. Thank you so much.
  37. Netflix Wendel S.
  38. Sure!
  39. Netflix Wendel S.
  40. Would you like to use the email?
  41. You
  42. Yes sure
  43. Netflix Wendel S.
  44. Okay, please hold.
  45. Netflix Wendel S.
  46. Now I've sent you a password reset, too. Can you check it please? Let me know once you're done changing your password or if you ever get an error. Also, make sure to tick on the box that says 'Require all devices to sign in again with new password'.
  47. You
  48. Will do
  49. Netflix Wendel S.
  50. Tell me once done.
  51. Netflix Wendel S.
  52. Thanks for working with me.
  53. You
  54. Done
  55. You
  56. And can you change the plan back please?
  57. Netflix Wendel S.
  58. Sure!
  59. Netflix Wendel S.
  60. I can see that you don’t have a number saved. It’s best to add it for extra security so please Click Here and add it. Then you may Click Here and check if the profile names are all correct? If not, you should have the option to rename or delete them.
  61. Netflix Wendel S.
  62. Also, can you check if you have the correct type of plan and can you play a title if it is on your preferred language?
  63. Netflix Wendel S.
  64. Oh, will change the plan to Standard + HD (9.99 GBP)
  65. You
  66. Before I was on a legacy plan 8.99
  67. Netflix Wendel S.
  68. Just to let you know, there is a price change in your region.
  69. Netflix Wendel S.
  70. Your plan is now at 9.99 GBP.
  71. Netflix Wendel S.
  72. You do not have to worry, you did not pay the Premium plan. Supposedly, it will take effect on your Next Billing Date: Feb 27, 2021 but since we were able to change it back to Standard plan then you will still pay for (9.99 GBP)). Consider the Premium for free.
  73. You
  74. I was on a legacy plan before
  75. You
  76. The last email I got was about a price change was this: The cost of your Standard plan (2 screens at a time + HD) has changed to GBP8.99 a month. This change takes effect Friday, September 27th, 2019.
  77. Netflix Wendel S.
  78. I understand, wish i can change the price but it is already fix and programmed in the system and the Standard plan is at 9.99 GBP at this time.
  79. Netflix Wendel S.
  80. Click Here to see the plans and pricing too.
  81. You
  82. I know what the plans are
  83. You
  84. Can you not roll my account back so I am back on my old plan?:
  85. Netflix Wendel S.
  86. I already did and the new price already applied.
  87. Netflix Wendel S.
  88. You can also click the link above. For now, there is no way for us to change the price.
  89. Netflix Wendel S.
  90. I am sorry.
  91. You
  92. I was on that plan yesterday and now because I got hacked I have to pay 1gbp extra a month?!
  93. Netflix Wendel S.
  94. Existing customers: receive a 30-day notice on their billing date, starting (not necessarily on) January 4, 2021 until March 2021.
  95. Netflix Wendel S.
  96. For the change of price and it already applied but we will take your payment on your Next Billing Date: Feb 27, 2021
  97. Netflix Wendel S.
  98. Even if no one took over of the account, the new price will still apply.
  99. Netflix Wendel S.
  100. This is to all customer in UK.
  101. You
  102. Wait a second.
  103. You
  104. What you're trying to tell me is that I have to pay the price that a hacker applied to my account for this billing period? And despite that, you are claiming that I have to pay a different price now due to some 30 day notice that was never emailed to me/
  105. Netflix Wendel S.
  106. Oh, i think you missed out my message above about your payment?
  107. You
  108. My last price change was to 8.99 GBP a month in 2019. There have been no notices.
  109. Netflix Wendel S.
  110. You do not have to worry, you did not for pay the Premium plan. Supposedly, it will take effect on your Next Billing Date: Feb 27, 2021 but since we were able to change it back to Standard plan then you will still pay for (9.99 GBP)). Consider the Premium for free until then.
  111. Netflix Wendel S.
  112. I understand that you have not gotten the notice yet and i am sorry but the price will still apply in your account on your next billing regardless if the took over of the account or not.
  113. You
  114. I have absolutely no use for the premium plan. i understand you are limited in what fees you can apply, and you are only trying to help; but I have no been given due notice, and I should be charged 8.99 this month respectively.
  115. Netflix Wendel S.
  116. I wish i can do something about that but like i said, the new price will apply to the customers this month.
  117. Netflix Wendel S.
  118. How would you like me to help you please?
  119. You
  120. In this situation, it might look like Netflix made it seem like my account was hacked, just to change my billing fee. You can understand how unsavory this looks.
  121. Netflix Wendel S.
  122. It is our top priority to secure the account and there is nothing we can do to hold back of the changes at this time.
  123. Netflix Wendel S.
  124. Kindly click this link, Click Here
  125. Netflix Wendel S.
  126. You will be able to see the updated price for all the customers already.
  127. You
  128. What is in the link?
  129. Netflix Wendel S.
  130. But i hear you on this and will take your feedback,
  131. Netflix Wendel S.
  132. For now that is the best thing i can do.
  133. You
  134. I understand that you have updated your prices. The problem is that I have not received notice that my account would increase.
  135. Netflix Wendel S.
  136. I am sorry about that. Will take your feedback, as i mentioned, whether you received a notification or not, the new price will still apply.
  137. You
  138. I joined at an earlier date, not the current date. How am I supposed to be loyal to a service that does not honor my loyalty?
  139. Netflix Wendel S.
  140. I understand, can you tell me how would you me to assist you exactly?
  141. Netflix Wendel S.
  142. So we can resolve this already.
  143. You
  144. I would like you to assist in reverting my payment back to 8.99 at least for this month, as it is what I understood I was paying for this month.
  145. Netflix Wendel S.
  146. I wish i can do that.
  147. Netflix Wendel S.
  148. The problem is, we do not have that option or price in the system right now.
  149. You
  150. Are you then able to assist me by connecting with someone who can?
  151. Netflix Wendel S.
  152. To tell you, if i change the plan, i can only see 3 choices for the plan with the new price and there is no 8.99 GBP already.
  153. Netflix Wendel S.
  154. Wish there is someone but all have access to the same system.
  155. Netflix Wendel S.
  156. 8.99 GBP is no longer programed in the system so there is really no way to do it.
  157. Netflix Wendel S.
  158. I am sorry.
  159. You
  160. i understand you have a limited range on what is available to you.
  161. Netflix Wendel S.
  162. I appreciate that.
  163. You
  164. So essentially, if I paid 9.99, say, but my friend who joined on a similar date still pays 8.99, what can i do then?
  165. Netflix Wendel S.
  166. Honestly, there is nothing we can do for now and your friend will surely get the new price soon.
  167. You
  168. I am merely asking you to connect me to someone who takes on more grievous complaints.
  169. Netflix Wendel S.
  170. We are the right person to take complaints and feedback too.
  171. Netflix Wendel S.
  172. I will take note of it, okay.
  173. You
  174. I've been on that package since 2013
  175. Netflix Wendel S.
  176. But for now, i am really sorry, your pre-payment with the new price will apply on your Next Billing Date: Feb 27, 2021.
  177. You
  178. And now because my account was hacked I can no longer return to it?
  179. Netflix Wendel S.
  180. Matthew, kindly understand. Whether someone take over of your account or not. The new price will apply and there is nothing we can do in our end.
  181. Netflix Wendel S.
  182. The 8.99 is no longer available and the best thing we can do is to take your feedback, hope you understand.
  183. You
  184. I'm not asking to lower the price, I'm asking you to move me back onto the package I was on yesterday.
  185. You
  186. It was an old package that is not available to new customers
  187. You
  188. But I am not a new customer.
  189. Netflix Wendel S.
  190. Honestly, we cannot do that as there is "no" option.
  191. Netflix Wendel S.
  192. There is nothing to presss here.
  193. You
  194. Then I would like to escalate this to someone who can press something.
  195. You
  196. There are other users who are still on the package I was on.
  197. Netflix Wendel S.
  198. As much as i wanted to do that but we all have one system.
  199. Netflix Wendel S.
  200. And i am the best person already.
  201. You
  202. Please can I talk to your manager.
  203. You
  204. Can you not reset my account to how it was set yesterday?
  205. Netflix Wendel S.
  206. I understand that you want to talk to my manager but we all have the same access and i am afraid he would tell you the same thing i am telling you right now.
  207. You
  208. Okay then please let him tell me.
  209. Netflix Wendel S.
  210. okay
  211. Netflix Wendel S.
  212. please hold
  213. Netflix Wendel S.
  214. Hold on please.
  215. Netflix Sigmund Wendell
  216. Hi this is Sigmund one of the supervisor's here.
  217. Netflix Sigmund Wendell
  218. How can we help?
  219. You
  220. I have been a paying member since 2013, I was on an old package that cost 8.99 GBP a month. Today my account was briefly accessed by someone else and they changed the package. I have recovered my account and would like to change back to the package I was on yesterday, that was 8.99 GBP for 2 screens + HD.
  221. You
  222. Wendel S. -> Sigmund Wendell?
  223. Netflix Sigmund Wendell
  224. Yes that's correct.
  225. Netflix Sigmund Wendell
  226. Well the usual cause of this is
  227. Netflix Sigmund Wendell
  228. When all the member is logged in and it already occupies the number of allowed people on the account per plan and the last person who is trying to stream on netflix. Will be prompted to upgrade the plan, in order for him to stream if he hits the button to upgrade the plan then that's the time the plan will change to the higher one.
  229. You
  230. I didn't ask you that.
  231. You
  232. That's completely unrelated to what I said.
  233. Netflix Sigmund Wendell
  234. I understand due to upgrade the plan you will be paying on the next bill is a pound higher since grandfathered plans are no longer applicable from the time being.
  235. You
  236. Yes, I'm asking you to put me back onto the grandfathered plan that I was on yesterday.
  237. You
  238. Since I did not change it.
  239. Netflix Sigmund Wendell
  240. What I can provide is to give you a 25% discount next cycle as a one time courtesy
  241. Netflix Sigmund Wendell
  242. As the plan you you have prevviously is no longer available
  243. Netflix Sigmund Wendell
  244. I mean the price plan
  245. Netflix Sigmund Wendell
  246. Is no longer available
  247. You
  248. I was on it yesterday...
  249. You
  250. I am not a new customer asking for the old price plan.
  251. Netflix Sigmund Wendell
  252. I understand that
  253. Netflix Sigmund Wendell
  254. However it is no longer available
  255. You
  256. I've paid every month since August 2013 and the courtesy is 2.50 GBP?
  257. Netflix Sigmund Wendell
  258. Got your point but this is no longer available. Reason why we instead can give you a courtesy of 25% as one time
  259. You
  260. I don't accept that it's no longer available. I received an email promising me that prices wouldn't be changed for another 2 years and you have broken that promise.
  261. Netflix Sigmund Wendell
  262. We change the prices from time to time to continue investing in great entertainment, and so that we can continue to offer more varieties of TV shows and films. As always, we offer a range of plans so that you can choose a price that works best for your budget.
  263. Netflix Sigmund Wendell
  264. For now the old price plan is no longer available.
  265. You
  266. Changing my account back to the old package is not an impossible feat. It is just a value in a database that you personally do not have access to change.
  267. You
  268. If you personally do not have permission to change it's value then I request to speak to someone who can, or someone who can roll back my account to how it was yesterday.
  269. Netflix Sigmund Wendell
  270. Got your point, and I would not take too much of your time if we have a away to do that as we have others in need help as well.
  271. You
  272. Thank you, then please can you direct me to someone who does have the power to revert back my account.
  273. Netflix Sigmund Wendell
  274. I aplogize as we do not have that person here to do that for you.
  275. You
  276. Okay, how can I contact that person?
  277. Netflix Sigmund Wendell
  278. We are not sure about that, As i have already layed the options for you. You can check again the transcript of this conversation.
  279. You
  280. You don't know who your senior is?
  281. Netflix Sigmund Wendell
  282. What I am pointing is we completely do not have the option to grant your request.
  283. Netflix Sigmund Wendell
  284. If we do it will be done right away.
  285. Netflix Sigmund Wendell
  286. I hope you understand.
  287. Send
  288.  
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