ComplaintsforNetflix, Inc.

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Initial Complaint
10/01/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
this company have been charging me for the last 8 month for service and i stope my service with them,
Business response
10/14/2024
We would like to thank ***** ****** for contacting Netflix.

For immediate assistance we advise them to contact our **************** at *************************************************

For additional resources, please proceed as follows:

Account changes: If they wish to update their account information including email address, method of payment or phone number, please visit Your Account page

Cancellation - If they wish to cancel their Netflix account, please visit (*************************************************)

Sign-in Help - If they would like to reset their password, please visit (************************************************)

Billing & Payments - For information regarding how billing works, they can visit (*****************************************************)

Privacy and Security - For information regarding privacy and security, please visit (******************************************************)

Request TV Shows or Movies: If they would like to request a TV show or Movie theyd like to see on Netflix, please fill out our submission form

How ideas are pitched to Netflix - Unfortunately, we do not accept or review any materials (whether manuscripts, treatments, scripts, drawings, ideas, etc.) that we do not specifically request. For more information please visit (******************************************************)

Other questions or concerns - Please visit our *********** (***************************************) and through the other links in the footer of our main site (******************************)

If they have any questions or concerns, please contact us through the methods listed above.

Sincerely,
Netflix
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid an automatic deduction of $15.49 from my checking account on October 7th, 2024 for a months worth of Netflix. The next deduction would have been on November 7th. I chose not to renew the subsription electronically. Since I have paid for a month's worth of service it is only in good faith that I should be able to watch Netflix until renewal on November 7th. I called Netflix today inquiring why Netflix was not available to watch on my tv since I paid for a month's worth of viewing. Netflix informed me that it was too late to offer a refund or partial refund. I was also told that my smart TV no longer a device that supports ********************. I was not informed of any of this prior to the automatic deduction from my bank **************************** info taken from Netflix website.Member Since November ***************************** visit your Account on ************************** to access other account management features.Your membership will be canceled at the end of your current billing period on October 6, 2024.Membership & Billing ******************** Password: ********Phone: ************** Change email Change password Change phone number MASTERCARD 0169 Your membership will end on October 6, 2024.
Business response
10/14/2024
October 14, 2024

Complaint Case #: 22338732
Consumer: ***** *****

Thank you for bringing this inquiry to our attention.

Upon review of the case and contacts with our **************************** we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

We hope you find this information helpful.

Sincerely,
Netflix
Initial Complaint
09/25/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have reached out to Netflix several times about being over charged. Someone added an extra member to my account and/or they assume is was another account and added the person. That person is my husband who lives in the same household. I went online to look for a corporate number which was told to be **************. This address that matches this number is ***************************************, this is also the same number for the address *************************************************************************************. This number belongs to both places apparently but there's more. When you call you get this number ************** which is supposed to be customer service and the same person answer all the calls. So there is no way to get a hold of corporate and I was told they don't have a corporate number even though I found it online and it's very deceptive and fraud to post information like that and it all goes to the same person. So I pay $22.99 is what I'm supposed to be paying but they have been charging me $30.29 for some months and then charging $33.54 for others. Still claiming i have another person on my account when has already be sorted that I don't. Then they would only refund me $30.00 dollars but they refused to refund the rest. I should have been paying around $344.85 but they continued to charge me extra making it $520.39 for the months I'm talking about. There is no way for me to get a hold of someone in charge and they make sure people can't. I did tell the person I was talking to that I was going to report this and she didn't seem to concerned about it. I can't imagine how many people they are doing this to. I need help in resolving this please. Something is not right here.
Business response
10/14/2024
October 14, 2024

Complaint Case #: 22337843

Consumer: ****** ******

Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.

Sincerely,
Netflix
Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 24 2024 I called netflix support at ***********. I explained I was having issues with their service and what I had done to troubleshoot it. I got frustrated and informed the support person that I had a masters degree in computer science and am familiar with networking issues and that this was not a problem with our internet. We had checked with our ISP and they reported no issues. We ran internet speed tests there were no issues. We disconected all our devices except the TV and there were no issues. We tried other apps and other apps were working fine. I was able to use netflix on my desktop without issue. The only problem was using their app. Their own website reported they were having networking issues. I asked for 1 month free because of the difficulty we had because my wife's favorite show was interupted. The agent then communicated to me that I was threatening her (I do not understand why, it was very strange. She said she was going to annotate my account so that it would be flagged as engaging in fraud. She then said that I ruined her day and hung up with me. I admit I am not the easiest person to talk to. I apologized for that in the call, but it was just so strange and uncomfortable and I feel like we should get a month free of netflix.
Business response
10/14/2024
October 14, 2024

Complaint Case #: 22336294
Consumer: ****** *********

Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.

Sincerely,
Netflix
Initial Complaint
09/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Netflix account is compromised; someone else is using my debit card to charge for an account that ********************** has done NOTHING to recover.
Business response
10/08/2024
We would like to thank Aaron Rayner for contacting Netflix.

For immediate assistance we advise them to contact our Customer Service at https://help.netflix.com/contactus

For additional resources, please proceed as follows:

Account changes: If they wish to update their account information including email address, method of payment or phone number, please visit Your Account page

Cancellation - If they wish to cancel their Netflix account, please visit (https://www.netflix.com/cancelplan)

Sign-in Help - If they would like to reset their password, please visit (https://www.netflix.com/LoginHelp)

Accessing and updating information associated with your account - For information regarding Accessing and updating information associated with your account, they can visit (https://help.netflix.com/support/100627)

Billing & Payments - For information regarding how billing works, they can visit (https://help.netflix.com/support/41049)

Privacy and Security - For information regarding privacy and security, please visit (https://help.netflix.com/support/100628)

Request TV Shows or Movies: If they would like to request a TV show or Movie they’d like to see on Netflix, please fill out our submission form

How ideas are pitched to Netflix - Unfortunately, we do not accept or review any materials (whether manuscripts, treatments, scripts, drawings, ideas, etc.) that we do not specifically request. For more information please visit (https://help.netflix.com/support/100386)

Other questions or concerns - Please visit our Help Center (https://help.netflix.com) and through the other links in the footer of our main site (www.netflix.com)

If they have any questions or concerns, please contact us through the methods listed above.

Sincerely,
Netflix
Initial Complaint
09/21/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. I have been a customer of ******************** for a very long time. I just found out (it is 09/20/2024) that Netflix increased my standard membership ($*****) to premium ($22.99) without my permission.2. They have given me trouble about using my account when I travel--even to my second home and blocked my son from accessing the app at college.3. Netflix put a blocking pop up advertisement offer to add an extra member for $7.99 and you have no ability to bypass it or decline. If you click 'Learn more' the next web page is set up so that if you are not careful with the cursor-the service is added. 4. When you cancel your membership, the site does not allow you to remove your credit card information. if you eliminate the credit card it will not save and you are being forced to add another membership-to an account that I already cancelled.I believe that Netflix should not be making a practice of changing the plan I have and increasing the cost without my permission/agreement. I thought the company was raising their monthly cost until I checked the website. I went from 7.99 to ***** to now 22.99-and the account page showed that I was paying for a premium plan. I believe that it is a poor business practice to force customers to be beholden to add a service with no apbility to decline a service and keep my credit card information after I have already cancelled a membership. It all feels at minimum, like the very poor customer service and feels very much like a scam. At the very least, Netflix is taking advantage of this customer and I no longer want any connection to this company. I have to jump through hoops and call the customer service to request my credit card be removed-without replacing it with another credit account.
Business response
10/08/2024
We would like to thank Laura Graham for contacting Netflix.

For immediate assistance we advise them to contact our Customer Service at https://help.netflix.com/contactus

For additional resources, please proceed as follows:

Account changes: If they wish to update their account information including email address, method of payment or phone number, please visit Your Account page

Cancellation - If they wish to cancel their Netflix account, please visit (https://www.netflix.com/cancelplan)

Sign-in Help - If they would like to reset their password, please visit (https://www.netflix.com/LoginHelp)

Using Netflix outside of your home - For information regarding Using Netflix outside of your home, they can visit (https://help.netflix.com/support/24853)

Billing & Payments - For information regarding how billing works, they can visit (https://help.netflix.com/support/41049)

Privacy and Security - For information regarding privacy and security, please visit (https://help.netflix.com/support/100628)

Request TV Shows or Movies: If they would like to request a TV show or Movie they’d like to see on Netflix, please fill out our submission form

How ideas are pitched to Netflix - Unfortunately, we do not accept or review any materials (whether manuscripts, treatments, scripts, drawings, ideas, etc.) that we do not specifically request. For more information please visit (https://help.netflix.com/support/100386)

Other questions or concerns - Please visit our Help Center (https://help.netflix.com) and through the other links in the footer of our main site (www.netflix.com)

If they have any questions or concerns, please contact us through the methods listed above.

Sincerely,
Netflix
Initial Complaint
09/19/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I signed up for Netflix when I moved into my new apartment. I paid the initial payment with my bank account and then set up monthly automatic payments using my credit card. Netflix started charging both. I did contact them in 22/23 to let them know about this problem. Unfortunately, I do not have the contact information for that time. I assumed the problem had been fixed and went about life. Recently I noticed that the payments were still being charged to both bank account and credit card each month. I canceled Netflix on or about July 12, 2024. I was told I could access it through August 12th and that would be it. I contacted them on 08-24-24 and spoke with *** (name I was given) I was told payments were not being charged to both accounts and there were no payments due. I have copies that prove otherwise. I want half of the money back that I paid them because how they do business is not legal. I will attach my statements. Thank you
Business response
10/08/2024
October 8, 2024

Complaint Case #: 22308665
Consumer: ** **** Blake

Thank you for bringing this inquiry to our attention.

Upon review of the case and contacts with our **************************** we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

We hope you find this information helpful.

Sincerely,
Netflix
Customer response
10/08/2024

Complaint: 22308665

I am rejecting this response because:
I clearly showed that Netflix was double charging me. I will file with the *** and my Attorney General.
Sincerely,

Lu **** *****
Business response
10/18/2024
October 18, 2024

Complaint Case #: 22308665
Consumer: ** **** *****

Thank you for your follow up.

Upon review of the case and contacts with our **************************** we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

As such, we will no longer provide additional responses for this case.

We hope you find this information helpful.

Sincerely,
Netflix
Customer response
10/21/2024

Complaint: 22308665

I am rejecting this response because:

Sincerely,

Lu **** *****
I have provided proof of theft therefore I do not accept this. I wouldnt think the business has the right to consider a case closed. I have filed an additional complaint with the ***. The Attorney General is next.
Initial Complaint
09/18/2024
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was trying to update my credit card information to be able to pay the outstanding balance on my premium acct when I received a pop up with a confirmation message to be sent to an out of country cell phone number that I do not have access to.I called customer service and the representative stated that the only way for me to receive the confirmation message was to cancel my account. She cancelled my account and when I logged back in I received a new subscription page with new pricing. I was paying $10.99 per month for my premium service and they are now trying to bill me more than double.I spoke to a supervisor as I did not call in to cancel my account, he stated that I couldn't use Netflix outside of *******. I asked for a manager and she also doubled down on the fact that I couldn't use Netflix outside of ******* and stated that she couldn't reverse the cancellation because of different currency. I informed her Ecuador has been using the dollar for many years. I also informed her that I did not call in to cancel the account but to just update the payment method. She then stated that I needed to have someone in ******* reinstate my account. WTH????I need my account reverted back to $10.99 per month for premium service which I was paying for.
Business response
10/07/2024
October 7, 2024

Complaint Case #: 22306129
Consumer: Jimmy Haro

Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.

Sincerely,
Netflix
Customer response
10/07/2024

Complaint: 22306129

I am rejecting this response because: Netflix has sent me an email with the following: 'Please be advised, pricing, billing currency, and available payment methods vary by country.'
When I opened my Netflix account in Ecuador, I used a Navy Federal Credit Union credit card issued in the US. I maintained payment of said account for 13 years with the same card. I have traveled back and forth from Ecuador to the US and vice versa with no issues in accessing the account until recently when I had to change my payment method. Netflix is now forcing me to pay more money for the same exact service I have paid for, for 13 years. I DO NOT accept their so called attempt to deal with me directly.

Sincerely,

Jimmy Haro
Business response
10/15/2024
October 15, 2024
Complaint Case #: 22306129

Thank you for your follow up.

Please understand, we thoroughly investigate matters raised by our members.

Based on the information provided and our review of the situation, we have provided our response to this member on October 7, 2024. We kindly advise the member to find details in our previous response. We sincerely ask you to close the case as this dispute is resolved.

Thank you for understanding.

Sincerely,
Netflix
Customer response
10/18/2024

Complaint: 22306129

I am rejecting this response because:
The business has not provided a satisfactory resolution to my specific problem. The customer service rep cancelled my service. I did not call to cancel it. Multiple supervisors stated that they were going to listen to the call but no one has called me back. The rep also did not let me know that after cancelling the account, I would end up paying more than double what I was paying to re-activate the account.
The email sent on October 7 is generic in nature and does not address my specific issue. I need a call from upper management and my account needs to be reinstated at the same price that I was paying previously.

Sincerely,

Jimmy Haro
Initial Complaint
09/17/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was paying $6.00 for a package to Netflix for ********** people, who get commercials in their movies. Then I got a message that I can no longer stream. Now I was getting commercials all along in the movies. Now they tell me that I can not have that low price as my TV is too old to get commercials and I need to upgrade my package to the ***** package to omit the commercials. I think this is a bait and switch. I get commercials on the higher-priced package too~! My tv is not that old.
Business response
10/04/2024
October 4, 2024

Complaint Case #: 22297330
Consumer: Sue Ellen Demond

Thank you for bringing this inquiry to our attention.

Upon review of the case and contacts with our Customer Service department, we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

We encourage Sue Ellen Demond to review our Help Center Article, https://help.netflix.com/support/126831/ for further information on Netflix Ad-supported Plans

We hope you find this information helpful.

Sincerely,
Netflix
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I went to log onto Netflix (I believe it was August 13th, 2024), and a message popped up about changing me to an ad plan. As I am not interested in paying more, or having a plan with ads, I went online to cancel. It said if I wanted to stick around, my plan would remain the same- then... I see that they changed me WITHOUT my permission. This may be a criminal matter as it is clearly a bait and switch and I have no intention of letting it go. I am SO GLAD I made a screen shot of Netflix told me (it is attached to this complaint)! Fix your lying Bait and Switch mess-up Netflix! I want an actual response that addresses MY Specific concerns and what you are going to do to correct your terrible acts- not one of your awful form letters. I already called on the phone. Very Unhappy and NOT willing to put up with any Nonsense!
Business response
09/30/2024
September 30, 2024

Complaint Case #: 22283700
Consumer: **** *******

Thank you for bringing this inquiry to our attention.

Upon review of the case and contacts with our **************************** we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

We hope you find this information helpful.

Sincerely,
Netflix
Customer response
09/30/2024

Complaint: 22283700

I am rejecting this response because it was not handled in any way by your customer service department. Your customer service department is actually very unhelpful. My account has not been corrected per your bait and switch promise to keep it as is if I did not cancel. Fix it and respond accordingly. Are you making false promises to keep your number of cancellations down (which is illegal). I am not letting this go!

Sincerely,

**** *******
Business response
10/08/2024
October 8, 2024

Complaint Case #: 22283700
Consumer: **** *******

Thank you for your follow up.

Upon review of the case and contacts with our **************************** we have determined that the inquiry was handled accordingly by our agents and we understand this matter is therefore closed.

As such, we will no longer provide additional responses for this case.

We hope you find this information helpful.

Sincerely,
Netflix
Customer response
10/09/2024

Complaint: 22283700

I am rejecting this response because: I already said that I spoke to customer service and they did not assist me at all. The fact that they gave almost exactly the same response the second time around shows how clearly they do not care about customers, or the law! I believe the offer made by Netflix was fraudulent and a clear bait and switch, and I am being charged for something that I already said I did not want (that is when they offered me the bait and switch offer that we are going back and forth on). I am not going to let this go.
Sincerely,

**** *******

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ComplaintsforNetflix, Inc.

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