Complaints

This profile includes complaints for Netflix, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Netflix, Inc.

  121 Albright Way Los Gatos, CA 95032-1801

• 

  Netflix, Inc.

  PO Box 535304 Pittsburgh, PA 15253

• 

  Netflix, Inc.

  PO Box 9410 Gaithersburg, MD 20898

• 

  Netflix, Inc.

  67 Millbrook Street Worcester, MA 01606

• 

  Netflix

  PO Box 268915 Oklahoma City, OK 73126-8915

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to the Netflix policy I am permitted to use my account anywhere that I go. There is even permitted to be two people on my account however I am the only one that uses it. My account only has me logged in at any given time. There is never two people logged in at the same time. I am constantly getting bombarded messages asking if this is my household and sometimes they say this is not my household or and I need to redefine my household and was trying to log into Netflix on my phone and they said that my phone is not my household and they would not let me into my account. These people are absolutely out of control. They are bullies and predators and trying to force me to buy a second account just for me only. I had the display the way that I wanted it after telling them that I did not like the new display in the last time that I tried to log into my account on my TV they said that this was not my household and that I must redefine my household and when I did that it gave me the display that I do not like.

  Business Response

  Date: 06/19/2025

  We would like to thank Peter Mcclain 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)
   
  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

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Netflix Inadequate Content Rating Disclosure Dear Better Business Bureau,I am filing a formal complaint against Netflix, Inc., regarding an issue with their streaming service on June 12, 2025, which caused significant distress due to inadequate content rating disclosure.On June 12, 2025, while celebrating my ninth wedding anniversary, my spouse and I streamed The Town (rated R) on Netflix. The content advisory described violence, pervasive language, and some sexual content. Based on this, we expected mature themes but were not prepared for full ******, which was not disclosed.This unexpected explicit content caused emotional distress, particularly given the occasions significance. Had Netflix disclosed ****** in the advisory, we could have avoided the film. This omission fails to protect consumers from objectionable material.This experience has eroded my trust in Netflixs content warnings, essential for informed viewing choices. I am concerned other subscribers may face similar issues.I request:1A formal apology from Netflix.2Correction of the content warning for The Town to include ******.3Improved transparency in Netflixs rating system to clearly disclose explicit content.4A goodwill gesture, such as a partial refund or account credit.I expect a response within ********************************************************************** Netflixs service. Please contact me for additional information.Thank you for facilitating this complaint.Sincerely ****** *****

  Business Response

  Date: 06/17/2025

  We would like to thank Cooper Cline 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)
   
  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

  Date:06/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity theft, and someone used my debit card without permission to pay for a Netflix subscription that I do not own or recognize. The charges occurred over 9 months, totaling about $200, before I discovered them in June of 2025. I contacted Netflix support and provided my FTC, which proves that the account was unauthorized. The name on the fraudulent Netflix account is ***** *******, a person I do not know. My bank was only able to refund the most recent 3 months of charges. They advised me to contact Netflix directly for the remainder. However Netflix has refused to issue a refund for the remaining 6 months, despite the evidence provided. I am requesting that Netflix refunds the rest of the unauthorized charges and close the fraudulent account associated with my card. I have documentation available and happy to provide it, if requested.

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  Complaint Case #: 23452385
  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

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother **** ***** is being charged for 2 accounts I set her up with new account because she was locked out of existing account old account is still being charged Need money refunded and old account closed

  Business Response

  Date: 06/10/2025

  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

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23447493
  
  I am rejecting this response because:
  

  I need to be contacted through email.
  Sincerely,
  
  ******** *******

  Business Response

  Date: 06/13/2025

  June 13, 2025
  Complaint Case #: 23447493
   
  Thank you for your follow up.
   
  Based on the information provided and our review of the situation, we have found no evidence of the member contacting our **************************** We advise the member to refer to the resources provided in our response on June 10, 2025.
   
  We hope you find this information helpful.
   
  Sincerely,
  Netflix

• Initial Complaint

  Date:06/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a second home, and I specifically checked the website as well as called customer service to verify that my existing account would actually be usable at this location both indicated it would. I followed the website instructions for streaming through my phone before leaving, which is burdensome to remember to do every time before you leave, especially for a service, I am paying for. The account process worked for the first three trips afterwards it would not work at all. Ive gone through all the troubleshooting multiple times. On the initial customer service call, they denied a transfer to someone with more knowledge and then hung up. My second call I got absolutely no help and given the same line about completing the troubleshooting steps I had already completed. I assume my issue is because you have some sort of location/IP tracking that blocks my ability to use at my second residence that is either an unintended overreach of your system or some other sort of glitch. However, there was no hope of me actually getting any resolution through your customer service process. Alternative, if this is your uniform policy to not allow viewing at a second residence within the same household, then you are engaging in false advertisement. I have wasted huge amounts of time, including what is supposed to be my vacation time trying to troubleshoot this for no resolution. You have wasted my time and money. I have been dealing with appeals through my health insurance and dealing with your company has provided me the same feelings of stress and *************** have programming that I would like to watch, but I cancelled my account because I cant actually access it in anyway that makes sense to my life and schedule. Your service should provide convenient access and enjoyment, I should have to be a slave to attempting to maintain access to it for it to not work anyway. You used to be a good company, but in recent years your focus seems solely on profit without service

  Business Response

  Date: 06/16/2025

  June 16, 2025
   
  Complaint Case #: 23433471
  Consumer: Rebecca Nierengarten
   
  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 Rebecca Nierengarten to review our Help Center Article, https://help.netflix.com/support/24853 for further information on Using Netflix outside of your home
   
  We hope you find this information helpful.
   
  Sincerely,
  Netflix

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23433471
  
  
  
  I am rejecting this response because:

  This is not a response that is anyway attempts to resolve the issue.  As I stated in the original complaint: I have already gone through their trouble shooting and information articles and have complied with all the arduous requirements of viewing on your phone at home each time before traveling to a second residence to insure that I would be able to view there and it still did not work, receiving the error message that it was not part of my household. Going through the troubleshooting steps only resulted in further error messages. The "I'm traveling" option had been removed as well. The customer service representatives only parroted back the same troubleshooting on the website without any further insight or assistance. Their only suggestion was to make my secondary residence, my primary residence in order to view there, which given the fact that have been unable to access my Netflix account at my secondary residence, which comparably I am at much less time I was not about to do this and lock myself out of my Netflix account at my primary residence. This also would not have resolved the problem. There is clearly a problem that goes beyond your basic troubleshooting steps and the corresponding extremely limited service your customer service number provides, but your response through BBB shows that you have made absolutely no effort to investigate the problem, let alone to try and solve it. I stated in my initial complaint that I would like to be able to watch the content available on Netflix, but I cannot afford to waste money on an account when I cannot actually access and watch said content when I am able to. Though I am at my secondary residence a minority of the time, I am effectively on vacation while I am there, so it represents a significant percentage of my time to be able to watch content. Your response is disappointing and comes off as callous and that you are uninterested in my business.
  
  
  
  Sincerely,
  
  
  
  Rebecca Nierengarten

  Business Response

  Date: 06/20/2025

  June 20, 2025
   
  Complaint Case #: 23433471
  Consumer: Rebecca Nierengarten
   
  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,
  Netflix

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23433471
  
  
  
  I am rejecting this response because:

  This response in no way addresses my issue. This is nearly identical to the previous response both of which are so generic that I question if they were generated purely by AI or if it’s an automated response directed towards any and all complaints or inquiries. If I could actually get appropriate assistance and resolution on this issue so that I could view at my second residence I would consider resubscribing, but without it you will be loosing a customer. I don’t know what else to say because given your response thus far through BBB as well as interactions with your customer service directly customer retention does not seem to concern you at all. I was recently at a family gathering and this topic came up, a number of my family members with cabins (second homes) are struggling with viewing as well, they indicated that they very much wanted to hear the outcome of my inquiry as they were uncertain how to get the help they needed and were questioning if they would continue their subscriptions as well. I was discouraged to learn this is not an isolated incident, but it also indicates despite the dismissiveness of your response to my inquiries that this is a persistent issue even when all the recommended steps you have posted on your website are followed. 

  
  Sincerely,
  
  
  
  Rebecca Nierengarten

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 2 Netflix accounts registered under my same email and each one was charging me monthly fees fro 2 different bank accounts i have (double billed). I called in January and spoke to someone who agreed to close the one i wasnt using and credit one month of service but he never did. I realized i was still double charged and called again today and once agai. Tehy twll me they will credit one month and close the account I havent used. I should at least be credited since january when i called. Instead the *** told me to file a claim with my bank. This is unethical and unacceptable!

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  Complaint Case #: 23420392
  Consumer: Jeimy Rojas
  
  Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.
  
  Sincerely,
  Netflix
  

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone used my debit card information to initiate a Netflix account in May of 2023 and I was charged monthly for a Netflix account - anywhere between $20/month and $27/month, amounting to over $600 in total. When I finally caught the charges (2 years too late), I called Netflix and was told that there is an account using my debit card information, the Netflix account hasn't been used in some time, and they would not give me the email address or any associated information so that I can file a proper police report and pursue legal action against the thief. Netflix, however, is the company who knows that their low security and the policies of all authorities protect these thieves and Netflix's PROFITS. They were only willing to refund me for 1 month and my bank was only going to recover a few more of the payments for me because I took too long to find these charges. There was no other fraudulent activity on my account in the 2 year view I can see. Netflix knows. Netflix should be held accountable. Netflix should require security measures that protect their customers and I hope the law slams them eventually for every ***** they allowed to be stolen. They've been sued over less, so I hope a lawyer that's greedier than them takes on this class action lawsuit!

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  Complaint Case #: 23405168
  Consumer: Ivy Brooks
  
  Thank you for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.
  
  Sincerely,
  Netflix
  

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am from ******, and I like to watch ****I hope the US government can help even I am not a US citizen, but just a favorite wrestling person.Subject: Complaint Regarding Censorship on WWE SmackDown (May 30 Episode on Netflix)At timestamp 1:31:35 of the May 30 episode of WWE SmackDown, there was a wrestling move performed from the top ropea standard, non-controversial maneuver that is regularly aired on *********** without issue. However, on Netflix, the screen abruptly cuts to black during this segment, unnecessarily censoring the match.This kind of censorship never happened on the ***********. So why is it happening now? Is this some sort of DEI overreach or content policy problem on Netflixs part?This is a wrestling show, not offensive content. Please stop butchering the broadcast with these black screens.

  Business Response

  Date: 06/10/2025

  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
   
  Live events on Netflix: *** wrestling, boxing, and more - For information regarding Live events on Netflix: *** wrestling, boxing, and more, they can visit (******************************************************)
   
  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

  Date:05/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Netflix account was hijacked. On April 21st, 2025 my credit card was charged ***** because the hijacker upgraded my Netflix account to a more expensive version. On April 3, 2025 my credit card was charged $8.74 for the standard version of Netflix which I pay monthly and have selected. When I called Netflix to check on my account they will able to reinstate my account with the standard version of Netflix. However they only refunded me the amount of the difference between the upgraded version of Netflix versus The Standard Version of which I use. Netflix only refunded me $18.62 and should have refunded me the total that I was charged for the upgraded version of the hijacker of Netflix. The total of $***** should be what I was refunded. Netflix still owes me $8.74. The Netflix system is obviously easily hijacked and was through no fault of my own that it was hijacked and modified. Netflix should refund me the remaining amount of $8.74 and also enhance their software to make it to where it is not easily hijacked.

  Business Response

  Date: 06/03/2025

  June 3, 2025
   
  Complaint Case #: 23391463
  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

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying for a service that is not providing me with service. Every time I try to use Netflix, I get the percentage circle on red that stays at 99%. I was thinking it the network or TV, but all my other paid and free services work. Ive try to contact Netflix, but get no response.

  Business Response

  Date: 05/28/2025

  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