Free Netflix Premium promotion on Play+ but still being charged $19.99

[SpclLadyK23]

On March 13th 2023, I received an email from Verizon stating I could get Netflix Premium free for 1 year if I signed up for the Netflix subscription through Play+ and added an additional subscription. I followed the instructions in the email,  linked my existing Netflix Premium account to Verizon's play+ and added Paramount+ Essential as an additional subscription.  That afternoon,  I see a charge from Verizon for $19.99. I look a the charge and it is for Netflix. I call Verizon's customer service and they tell me it is because I already had an existing account with Netflix. I said, even if that is the case, when I followed the instructions step by step I was eventually taken to an option that either let me create a new Netflix account or link an existing Netflix account. Since I had an existing account, I clicked the link for having an existing account. So Verizon gave me both options. The customer service rep suggested I cancel the subscription and start it over again, which I did. He said he would put a note on my account and escalate this ticket to make sure it doesn't happen to anyone else. He also said that he could put a credit on my card for the $19.99 but he couldn't issue an actual refund.

On March 20th, I logged back into my account and noticed that the Account > Manage > Subscriptions > Billing page showed that I would be billed for Netflix again on April 14th.  I called Verizon's customer service again and they said this was a known issue and that they would contact Netflix to have it resolved for me. 

On April 3rd, I called Verizon's customer service AGAIN to follow up on the same issue. They apologized for the delay and explained that there were notes on my account that a ticket was created and escalated but that ticket wasn't actually linked to my account. This rep put me on hold,  called Netflix directly, and requested to have them escalate the issue on their end. This rep then offered to call me back on Friday, April 7th at 10:30 AM EST. I never received a call back.

It is now  April 10th, and I called Verizon's customer service department again. The first rep I spoke with said the issue was with Netflix and that I needed to call them directly because Netflix will not discuss my account with a 3rd party. I called Netflix, and the rep pulled up my account and confirmed that the last charge they made for my subscription was on February 15th for $19.99. My Netflix account is active, but the billing shows that it is being paid for by a Verizon plan. The Netflix rep offered to stay on the line with me and suggested I call Verizon back so she can at the very least check the box on it not being a Netflix issue. I called Verizon back and the first rep we spoke with together said they couldn't see that I had any subscriptions on my Verizon account and there was no way I could be charged for anything other than my phone. I asked to be transferred to another rep that could see my subscriptions. The second rep told us Verizon doesn't offer Neflix so I couldn't be charged by them. I asked to be transferred again. The third rep said they needed to look at my account and put us on hold. This rep came back on the line and said they needed to look at something else. When they came back on the line again, they said they could remove the subscription from my account to avoid being charged in the future. At this point, the third rep had us on hold for about 20 minutes and the solution I was offered was to cancel my subscription. I told them I didn't need them to look at anything else and asked to be transferred to a supervisor. 

We were transferred to German, who refused to give us their UID. German assured me that I would not be charged $19.99 for Netflix Premium on April 14th and even sent me a copy of my upcoming bill. I asked German if there is a different number I can call on April 14th when I see this charge on my account because I don't want to talk to 4 different people to resolve a simple issue that has been going on for over a month. German said there isn't another number, I would not be charged and scheduled a call back with me on Friday, April 14th between 3:00 PM-3:30 PM EST. Confirmed with a text sent by Verizon.  This future bill German sent me does not include the $4.99 that will be billed to me for the Paramount+ Essential subscription, which is how I know the subscriptions are charged separately.  This is also why I'm pretty sure I will be charged $19.99 yet again by Verizon for a promotion they can't sort out.  

I was on the phone with the first Verizon rep for 23 minutes, then with the Netflix rep and 4 Verizon reps for an additional 1 hour and 25 minutes. I spent 2 hours of my day explaining a simple billing issue that remains unresolved.

1. The Verizon chat feature is not helpful at all unless you have a super basic question, where 9 times out of 10, it could be answered in the FAQs.
2. The Verizon customer service reps are not at all helpful over the phone. They don't listen to the actual issue at hand, they respond with information that has nothing to do with the problem and they don't read the notes previously left on the account.
3. German, the Verizon supervisor was rude. German had the audacity to speak to me like they knew what was going on, but couldn't even see what I saw on my account. Screenshots are included here. So much so that when German confirmed the callback, I said this Friday at 3:00 PM EST would be great. German responded by saying "Friday, April 15th at 3:00 PM". I said Friday is the 14th, the same day I will be charged. German scoffed and said you should receive a text confirming our callback time. 
4. Verizon needs to do better! Not only with the proper execution of their promotions but when it doesn't work out the way they intended due to an issue on their end, they shouldn't be taking it out on the customers or giving us the run-around. If they really don't understand the issue, they should offer to call us back after they've done their research or transfer us to someone who can help. I shouldn't be calling once a week to follow up on something they messed up. I also shouldn't have to explain myself over and over again concerning an unresolved issue that should be properly documented on my account.

[vzw_customer_support]

Hi! Our goal is to provide you the best experience. Please send me a PN and allow me the opportunity to assist you as you deserve.

>Bella

[vzw_customer_support]

If you would like to continue, please join me in a secure chat. 

*Carla

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible. Authenticate and continue here:https://www.verizonwireless.com/campaign/smauth

[hsmithhsmith2]

I have the same problem and I am not happy.  Please give me my free year of Netflix.

[vzw_customer_support]

We want to make sure that you are able to take advantage of the current Netflix promotion, and we will be more than happy to help. We contacted you via Private Note for additional assistance.~Geo

[AnnBougie]

Same problem here. Very frustrating.

[vzw_customer_support]

I'm so sorry you are having difficulties AnnBougie. Did you recently have a previous NetFlix promotion? Are you able to access your Netflix account currently?-Joe

[lauraniguidula]

I have the same problem. I paid for the +play deal on December 4, 2023 where I paid for the Super Duolingo (annual) subscription through Verizon, and in turn Netflix would cover the cost of Netflix Premium for 12 months. I checked my Netflix account and it turns out I have been billed for my Netflix subscription every month since then. I want a refund for the cost of what I have been charged for Netflix ($16.77 x 7 months = $117.39), and I want Verizon to give me Netflix Premium for a year for free as I was promised when I paid for the +play deal.

[vzw_customer_support]

Hello, lauraniguidula, we know it's important to be charged correctly for your promotions. You mentioned you were charged for Netflix even though there was an offer for 12 months. Did you have an existing Netflix account at the time the offer was added?

-Lauren

[333mreyes]

Same issue, subscribed because of the “free” email I received, charged me $99 for the subscription, when I chatted with support to ask for a refund they said it couldn’t be done but would “credit” my account. Did not receive any credit. A year later I was still charged for the Netflix 

[vzw_customer_support]

Your frustration is understandable. Missing out on a promotional deal can be overwhelming, especially if you missed ou on a $100 discount. We want to aid you in the best way possible.

For more +play info, click on this link: https://www.verizon.com/plusplay/home.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[raptorrock]

I have very similar issue to this as I signed up on +play promotion for the Nfl+ premium + Netflix premium on Us for 1 Year for $99.99 on 11/11/24, and it charged me and gave me access to Nfl+ account but will not let me link to my Netflix account.  I've had talked to several Verizon techs and customer support people along with Netflix (they always refer me back to Verizon).  The backend Verizon techs are supposed to be working on getting my account linked but they have been MIA.