ComplaintsforNetflix, Inc.
Entertainment
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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My CC (ending in 5277) was canceled in early (Feb?) 2023 due to fraud (not by Netflix). A replacement CC (ending in 5328) was issued. I update my Netflix billing information to reflect this. Nonetheless, Netflix continued to bill me monthly on BOTH cards. Per Citibank, for recurring charges (which this is), they will roll over a charge on the old/cancelled card to the new card "for customer convenience". ******************** indicates I have TWO Netflix accounts; one with each CC number. I'm told that each account is marked with an encrypted version of my email address. My email address has not changed in 20 years, yet Netflix maintains that these two accounts have different email addresses. They can't tell me the email addresses on file because, they explain, they are encrypted. Netflix has an operating policy of "no long term refunds". I've never used two Netflix accounts. They effectively double-billed me for 12 months. I'd like to recover those charges (total is $277.20), but Netflix policy prohibits such refunds.Business response
09/26/2024
September 26, 2024
Complaint Case #: 22276143
Consumer: Jack Stoller
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 hope you find this information helpful.
Sincerely,
NetflixCustomer response
10/01/2024
Complaint: 22276143
I am rejecting this response because:Vendor has provided a standard procedural option to deny my refund request. This does not excuse that they double-billed me for about a year on (a) a current, active CC, and (b) the predecessor CC that was cancelled by the CC bank a year ago.
I understand that it is bank's procedure to honor roll-over of a card suspended due to fraud. That's how the double bill was able to proceed. However, bank denies any responsibility for the double bill.
I have only one account with vendor as the is only one address, one email address, and one phone.
They apparently only saw two different CC numbers (different only in last 4 digits), and did not bother to check account name, address, email address, and/or phone number.
I was ill during the year (cancer) and did not carefully check my accounts. That's no excuse for vendor to double-bill me for one account.
Apparently when original CC was suspended for fraud, I registered the new card. I did NOT define this as a "new" account. It was vendor's decision to apparently see this as two accounts.
I maintain they should refund the duplicate billing as defined in earlier communication.
Sincerely,
Jack StollerBusiness response
10/08/2024
October 8, 2024
Complaint Case #: 22276143
Consumer: Jack Stoller
Thank you for your follow up.
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.
As such, we will no longer provide additional responses for this case.
We hope you find this information helpful.
Sincerely,
NetflixInitial Complaint
09/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I've had Netflix for over 10 years, it has worked on my tv's (all of them) on my phone and on my laptop for all this time. This week I cannot get logged in on my laptop (Mac), all my other devises work. I have called and gone through the protocol with customer service in **** and they cannot fix it. I've called several times and asked to speak with someone in the **, but they say they can not connect me. I just want someone to help me get Netflix working again on my laptop. They cannot do anything and have no solutions. When I try the chat it asks me to enter a credit card number and says they will charge me a dollar. That's wrong and I won't do it. I just want Netflix available again on my laptop. It's not happening.Business response
09/25/2024
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,
NetflixInitial Complaint
09/09/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On September 4, 2024 I canceled my Netflix membership. On September 9 at 8:31 in the morning my Membership was renewed and I received an email of this renewal at 8:34. I called the Netflix customer service number at *********** and spent an hour on the phone with a representative who Could not confirm the date I had canceled per her records and basically stated that she could offer me a refund based on my verbal confirmation of when I had canceled the membership. I asked her if I could speak to a supervisor at which time I waited approximately 40 minutes to speak with another person who said he was a supervisor. approximately five minutes into our conversation the supervisor kept repeating I cannot hear you, I cannot hear you, I will have to cut off the line if you do not Answer. I could clearly hear him. There was no issues with the line such as static, and he proceeded to cut off the line only he thought he had cut off the line and I had hung up and I was able to hear him on the line speaking in his foreign language and laughing so hard for several minutes with the other people that work with him answering phone calls such as mine. I cannot believe that Netflix Allows for this type of customer service. I called again after hanging the previous call and spoke with another agent who informed me that they would only be able to reimburse me one months charge. I proceeded to look on the Better Business Bureau website and found a different number for Netflix than I had called previously but much to my dismay, it eventually transferred me to the same service that answered my call with the 844 number. I will be notifying my bank that I want to dispute all charges for the last year. I will never use Netflix again and I will tell my story on social media so that no one else will get scammed. I have read other complaints on the Better Business Bureau today that report the exact same charges that I have been charged. I imagine a class action lawsuit is in the making.Business response
09/27/2024
September 27, 2024
Complaint Case #: 22261901
Consumer: ******* **********
Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.
Sincerely,
NetflixInitial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I havent noticed but I was getting charged double by Netflix dating back to 2022. I just realized today this was taking place. So I called Netflix and they said I had to dispute it with my bank. So I called my back and they said they could only go back 60 days by law that I would have to call Netflix. So I called Netflix back and they told me theres nothing they can do Id have to call my bank. I have proof of these double charges and also have them recorded stating they can see the double charges on their end but I have to call my bank. Can you please help me get my money back? The total for these (23 extra charges) total $523.72. PLEASE HELP ME, THANKS!Business response
09/27/2024
September 27, 2024
Complaint Case #: 22261404
Consumer: ****** *******
Thank you for bringing this inquiry to our attention.
Netflix has provided a response directly to ****** ******* on September 18, 2024. via the email address they registered with their complaint. We understand this matter as closed.
We hope you find this information helpful.
Sincerely,
NetflixInitial Complaint
09/08/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Netflix decided to change policy which is fine. They demanded my personal information for advertising purposes before I'm allowed to cancel my subscription. Its wrong for them to collect data for the sole purpose of selling it so I can cancel my f****** subscription with them. This lack of disregard for my personal information will likely lead to a data breach from this company concerning its lack of foresight and preventative measures. At no point in time do these large corporations care about its customers and its time the customers took back that power. Me and mine will no longer be using their services and their services should not be offered in this country.Business response
09/26/2024
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,
NetflixInitial Complaint
09/07/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled my account through ******************** and signed up for Netflix through my ******* account, but they continue to charge me.They ended up over drafting my bank account, I am asking for the amount they charged for the month plus the overdraft fee for what they did.Business response
09/24/2024
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,
NetflixInitial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Better Business Bureau:I have been trying for over 7 weeks to pay my Netflix bill. I asked to be switched to the "standard plan with ads" for $6.99/month. I have a valid $15.00 Netflix gift card (purchased on ****** in July 2024). The gift card card is more than enough for 2 months of Netflix standard service, but Netflix will not allow me to use their own gift card. I have tried the online help "chat" feature on the Netflix website 3 different times. The online customer service techs are very nice, but they cannot help me. I also tried to pay for my Netflix account with a **** prepaid card, but Netflix would not accept that card either! One Netflix CSR even suggested that I "use a bank card and enable it for international use." Why on earth would I ever agree to do that?! As you know, the State of California has very strong consumer protection laws. The **************************** of the State of ******************************** would be very interested to hear that Netflix is now telling their customers to "enable" their bank cards "for international use."I also tried to email Ms. ******* ****** at Netflix in August 2024, as per the ******* Report's suggestion, but my email to Ms. ****** bounced back.Any assistance from the Better Business Bureau and Netflix in resolving this matter would be greatly appreciated.Business response
09/25/2024
September 25, 2024
Complaint Case #: 22252303
Consumer: Megen Drake
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 hope you find this information helpful.
Sincerely,
NetflixCustomer response
09/25/2024
Complaint: 22252303
I am rejecting this response because Netflix states that it accepts Netflix gift cards for payment, but then arbitrarily does not allow me to pay for my Netflix account on with a $15.00 gift card. The Netflix gift card I purchased is definitely valid, and is worth $15.00. I purchased the Netflix card on Amazon on 07/31/24; I will be sure to tell Amazon that Netflix is refusing to allow me to use the valid gift card for payment. In addition, Netflix would not accept my Visa prepaid card for payment.I am alarmed that Netflix customer service and IT representatives - both by phone and online - are "encouraging" Netflix customers to "enable their credit cards and debit cards on their Netflix accounts for international use." There is absolutely no reason for a customer to do this, unless they are traveling or they live outside of the U.S. Netflix is encouraging fraud by even suggesting this, according to the Consumer Protection Division representative I spoke with.
I am asking that Netflix reconsider my request to pay for my account with my Netflix gift card. Thank you for your time.
Sincerely,
Mrs. Megen DrakeBusiness response
10/03/2024
October 3, 2024
Complaint Case #: 22252303
Consumer: Megen Drake
Thank you for your follow up.
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.
As such, we will no longer provide additional responses for this case.
We hope you find this information helpful.
Sincerely,
NetflixInitial Complaint
09/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
****************************** wireless is providing false advertisement. On September 6th **************** is offering the following:If you purchase Peacock for $79.99 then you get Netflix free for a year. I tried multiple times before August 31st to take the promotion. However, when I called again September 3rd to again get them to honor this add they told me that it expired on August 31st. They stated there was nothing they could do.I reached out to Netflix on September 6th to advise of the false advertisement and to see what they could do. They couldn't do anything to reduce their price. I asked for the Corporate address, but it was similar to pulling teeth.What can be done? With the advertisement still up, but expired, they should be held accountable for the false advertisement.Business response
09/23/2024
September 23, 2024
Complaint Case #: 22248474
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,
NetflixInitial Complaint
09/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On September 2nd at approximately 2:06 PM I initially spoke with a representative named ****** (ID#: ******** about an old gift card that I attempted to redeemed but was suspiciously already redeemed. I had just scratched off the pin number so this was impossible.According to Netflix ******************* gift cards never expire, AND I have the original receipt to prove the date of purchase. ****** indicated that the PIN was redeemed on May 17, 2019, at 10:19 PM, which coincides precisely with the time the card was purchased on my receipt. How could this be?Marvin's response was dismissive, and he laughed condescendingly when he stated, Maam, you are calling us to claim a card that has already been redeemed. This left me feeling belittled and frustrated.I eventually spoke with supervisor **** (ID#: ********. My experience with him was equally unsatisfactory. **** actually saw an email address on file but refused to verify it with me.When I mentioned that I live in ********, **** stated that the PIN was redeemed in a different country but refused to specify which country. He stated that the service paid for was the premium service for $22.99, which is more than the amount of the gift card ($20). I alerted him that this situation is FRAUD, but he continued to be rude and unhelpful.THIS FRAUD IS A GROWING ISSUE AND THIS COULD SHOW US HOW TO PREVENT THINGS FROM HAPPENING. SUCH MISMANAGEMENT AND CARELESSNESS OF THIS ISSUE IS ALARMING!I informed him that I am filing a written complaint Neilstated Whatever decision you make, we will truly respect that one, and then hung up the phone in my ******* a potential new customer, I find this experience deeply troubling. I urge you to review how customers are treated in situations like mine and how such errors can occur with gift cards that are supposed to be valid indefinitely. This has been a frustrating experience, and I hope that you take my concerns seriously.Business response
09/20/2024
September 20, 2024
Complaint Case #: 22229521
Consumer: ****** ****
Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.
Sincerely,
NetflixInitial Complaint
09/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Tried to cancel a Netflix subscription through *****Apparently it's billed directly through Netflix.Went to Netflix website. My password wasn't accepted however its not been changed by me.Tried the change password option. Response was technical difficulties are preventing it from working.Another option was to use a "sign in code". That option wouldn't work either.Searched the internet for a customer service number.Found a number, called it - it rang once then nothing, except the connection remained connected with no one there.Business response
09/18/2024
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
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Contact Information
Customer Complaints Summary
900 total complaints in the last 3 years.
395 complaints closed in the last 12 months.