Business Profile

Entertainment

Netflix, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

964 total complaints in the last 3 years.
315 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/24/2025
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 have to confirm my Netfilx household every day. This is ridiculous. I watch my netflix at home and office. They are in different location and for that reason alone I am punished by having to receive a text and verify my household every single day of my life , twice. once when i go the office and once when i get home.
Business Response
Date: 02/27/2025
February 27, 2025

Complaint Case #: 22985748
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 encourage **** ******* to review our *********** Article, ****************************************************** for further information on How to set or update a Netflix Household.

We hope you find this information helpful.

Sincerely,
Netflix
Customer Answer
Date: 02/27/2025

Complaint: 22985748

I am rejecting this response because:
customers of ******************** must be provided with a means of addressing grievances directly with the company. Every time that I have called Netflix support and complained about the household devices having to be under the same router in one location, I have been presented with no viable remedy other than purchasing an additional membership. This is a solution, just a way to scalp more money from me.
Netflix can easily fix this problem by limiting simultaneous viewing to 2 or 3 outlets under a household and not limit it one geographic location.
In any case with membership price going up and Netflix refusing to be accountable to its members, I plan to cancel my account.
Sincerely,

**** *******
Business Response
Date: 03/05/2025
March 5, 2025
Complaint Case #: 22985748

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 February 27, 2025. 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 Answer
Date: 03/06/2025

Complaint: 22985748

I am rejecting this response because:
Netflix refuses to provide a direct form of contact in the way of email or phone number to lodge legitimate customer complaints. The company provides so called support personnel on the phone who do not log or take seriously the customers legitimate complaints and they fail to pursue a reasonable solution to satisfy that complaint. I demand that Netflix provide the paying members with a direct and monitored email address to handle customer complaints. ******************** must be accountable to paying customers and not just direct them to some cleverly worded word salad, non remedies or so called policies.
Sincerely,

**** *******
Initial Complaint
Date:02/24/2025
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.
02-23-25 I noticed Netflix charged me on 02-18-25 when I cancelled their service the prior month, using my online account. I immediately contacted a customer service representative at ******************** and explain to them what was happening and that I did not authorize any charges from my bank account as I had canceled the service the prior month Through my online account. ******************** confirmed my cancellation through the online account and stated my service would end at the end of my billing cycle. The service representative said I didnt qualify for a refund and refused to issue a refund to my account. I tried to explain to him thatthis was completely unfair and wrong and I needed a refund again. They refuse to refund the money. They basically stole my opinion out of my bank account. Im quite certain I cant be the only one that this type of business practices is happening to through Netflix and I hope by me filing this complaint it will help stop these kinds of unethical business practices. Thank you.
Business Response
Date: 03/05/2025
March 5, 2025

Complaint Case #: 22982392
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 encourage **** ******* to review our *********** Article, *************************************************** for further information on How to cancel Netflix.

We hope you find this information helpful.

Sincerely,
Netflix
Business Response
Date: 03/05/2025
March 5, 2025

Complaint Case #: 22982392
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 encourage **** ******* to review our *********** Article, *************************************************** for further information on How to cancel Netflix.

We hope you find this information helpful.

Sincerely,
Netflix
Customer Answer
Date: 03/05/2025

Complaint: 22982392

I am rejecting this response because: I followed Netflixs online cancellation process and received a confirmation that my account was canceled through that process! With that said am I missing something here? Netflix provided an online resource to cancel

account which I did. They confirmed at that time my account was in fact cancelled at the end of my billing cycle. The only problem I have is Netflix didnt honor that and they took money out of my bank account. Secondly, I guarantee you this is happening to numerous people, I cannot be the only one that this is happening to. This type of business practices needs to be stopped! Based on principal, I will pay the $50 to take this matter to small claims court because it is my understanding the better business bureau doesnt have any teeth to force Netflix to return the money they essentially stole from my bank account! Im just not the type of person who will allow some big conglomerate to steal our money and treat us in this manner! I will take at least some solace in the fact that not only am I quite certain I will win the Small Claims Court filing. Netflix will end up spending about 100 times more than it wouldve cost them to just do the right thing and refund the money they took from my bank account that they shouldve never taken.

Sincerely,

**** *******
Business Response
Date: 03/18/2025
March 18, 2025

Complaint Case #: 22982392
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, as they informed you that the account is still being used for streaming. You may provide us with the email confirmation that you received when the account was closed for further consideration. Otherwise we consider 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
Initial Complaint
Date:02/24/2025
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.
Netflix blocked my daughters access to our account, which she has been a member of since I got the account several years ago. When I called customer service, I was told that I would need to pay an additional monthly fee for her to regain access to the account and that the account is for household members. She is currently in college and has a student email address to verify her status. She receives mail at my address, has a drivers license with my address on it, votes within our local district, and I claim her on my taxesbecause she is my dependent and a member of my household. Netflix is attempting to double charge for an account member and is denying service that Im paying for. Netflix needs to unblock access to my account for an established account member who has documentation of being a household member.
Business Response
Date: 02/27/2025
February 27, 2025

Complaint Case #: 22981974
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 encourage ******* ******** to review our *********** Article, ***************************************************** for further information on Using Netflix outside of your home.

We hope you find this information helpful.

Sincerely,
Netflix
Customer Answer
Date: 02/27/2025

Complaint: 22981974

I am rejecting this response because:
Netflix is attempting to make their own determination of who is or isnt part of my household. Netflix did not bother requesting any type of documentation and simply rejected a long established member of my account from accessing the service I pay for.

Sincerely,

******* ********
Business Response
Date: 03/05/2025
March 5, 2025
Complaint Case #: 22981974

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 February 27, 2025. 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 Answer
Date: 03/06/2025

Complaint: 22981974

I am rejecting this response because:
Netflix has not resolved the issue. The companys idea of a resolution is exactly what the complaint is about. Netflix is denying service to a longstanding member of my account and household. Netflix has no power or authority to establish who is or is not a member of my household, which is what they are attempting to do. The *** recognizes my child as a member of my householdbecause she is a member of my household. I am paying for service for my family and Netflix is not providing the service I am paying for to whom I am paying for service for. My account allows for 4 members and I have only ever had 3 members on the account. I am not attempting to give access to anyone who shouldnt have it. Netflix needs to restore access to all of my account members and reimburse for the time that the access has been denied. That is the only resolution that will be accepted, as it is the only real resolution to the issue.

Sincerely,

******* ********
Business Response
Date: 03/11/2025
March 11, 2025
Complaint Case #: 22981974

Thank you for your follow up.

Based on the information provided and our review of the situation, we have provided our response to this member on February 27, 2025. We kindly advise the member to find details in our previous response.

Please understand we consider this matter closed. As such, we will no longer provide additional responses for this case.

Thank you for understanding.

Sincerely,
Netflix
Customer Answer
Date: 03/15/2025

Complaint: 22981974

I am rejecting this response because:
Again, Netflix has completely ignored the issue. The one and only topic Netflix has bothered discussing in any response has been about the the way their agent handled the matter. That was NOT my complaint. Netflix continues to ignore the issue because they don't have a valid reason for blocking my child from accessing her profile. Netflix is penalizing families like mine based on the action of others. They can easily request verification of my child's status as a student; however, they choose not to. Netflix has no regard for its customers. The company has NOT lost money from my child accessing her profile while temporarily being in off campus housing, and yet, they want me to pay more for her to access the same profile she's had since I created the account. This policy is a pathetic money grab inspired by corporate greed. The CEOs of Netflix make over $40 million each, and the founder is worth over $5 billion. Requiring an additional fee on top of the monthly fee, which has increased by over 100% since I created my account, is unnecessary and unethical. Just because I can afford the fees does not mean I will pay them. I refuse to continue contributing to building wealth for Netflix's corporate leaders and I refuse to play a role in allowing the company to legally steal money from its customers. The issue is resolved because I have cancelled my account, not because ******************** addressed it in response to my complaint.

Sincerely,

******* ********
Initial Complaint
Date:02/20/2025
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.
Last year I canceled/paused my account. Today I logged in for the first time since and I see that I have been built continuously for months that service wasn't active.I have attached screenshots and want to be refund for those months and my membership paused.
Business Response
Date: 02/21/2025
We would like to thank Dragon Darkholm 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

How to cancel Netflix - For information regarding How to cancel Netflix, 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:02/20/2025
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.
This encounter happened on Feb 20, 2025. I have a Netflix subscription in the **. I have travelled overseas multiple times and have always been able to use my account while aboard for short periods of time. I arrived ion Brazil on Feb 8 and I have been able to use Netflix without problems. Today, Feb 20, I got a message I could not connect because I had a VPN or proxy turned on (Photo). not the case as I did not even have a ************ I was not able to watch my downloaded shows. I got in touch with customer service via chat and over almost 2 hours, with long delays, agents were insistent that the updated Household definition would not allow me to watch shows outside the country where I had my account. I doubt this was the case, as I have been able to use it before. I also asked for the terms of the contract of my subscription where it explicitly state that I cant watch content outside my country of subscription. They failed to provide it. It is clear to me that NETFLIX does have the right to set and update terms of its services, but I also believe I, as a customer, have the right to be informed of this. The issue is nto anymore about been able to watch content while overseas anymore, I will be back to the **, before this complaint comes to a resolution. I would like the company to confirm what are the terms of its contract in my specific subscription plan to show that is the case. If that is not the case, I would like an apology and also reimbursement for the 1-week of service that was denied me during this trip. I recognize the amount will be minimal, but it is a matter of principle and respect for us customers. Thanks. ********* Macedo ***********, Account under email ********************* *******************************************************************
Business Response
Date: 03/10/2025
March 10, 2025

Complaint Case #: 22969908
Consumer: ********* Macedo ***********

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

Sincerely,
Netflix
Customer Answer
Date: 03/12/2025

Complaint: 22969908

I am rejecting this response because: Netflix has not addressed my question about why I was DENIED access to my account while on travel. I was NOT using a VPN or any other means. All I was trying to do was to use my account to watch content while in ****** (no one else uses my account so it would not be an issue of multiple uses of an account). As I have said, I have been to use my US-based NETFLIX account while travelling to ****** and *******
So, I would appreciate NETFLIX address my question.

Sincerely,

********* Macedo ***********
Business Response
Date: 03/21/2025
March 21, 2025
Complaint Case #: 22969908

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 March 10, 2025. 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
Initial Complaint
Date:02/19/2025
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.
I have ONE account with ********************. I was double billed for ***** on the same day, in my checking account.. I expect a FULL refund on my account, as THERE ARE NOT TWO ACCOUNTS.
Business Response
Date: 03/05/2025
March 5, 2025

Complaint Case #: 22962078
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:02/19/2025
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.
I re-subscribed to Netflix, for the $17.99/month plan for "no ads." But when I go to the Netflix Browse page, the whole screen is filled with a Game that is in the Beta stage. I called Netflix, waited a long time for someone to answer the phone. She could not get rid of the game. She said "That's just part of the way Netflix works." My sister has Netflix, and she does not get this game ad. I cancelled my Netflix account and got a full refund. But I want to get back into Netflix and not have this game ad show up on my Netflix page.
Business Response
Date: 02/21/2025
February 21, 2025

Complaint Case #: 22947110
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:02/18/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 cancelled my Netflix account back in Jan 2024. I noticed I was still being billed and I tried to cancel again through Netflix but it showed I did not have an account so I cancelled the auto-payment through ******. I did not realize there were 4 other auto payment agreements until today- which I have cancelled. I recently discovered I was still being charged on my *********** account. I tried to cancel through them and couldnt. I spoke to Netflix today, attaching the chat. They tell me the email is changed on my account. I tell them the payment methods and they say to contact you and my card to dispute. I have request anything with my name be cancelled but they claim they do not keep records to show proof this was cancelled. They will not cancel anything with my name despite me confirming this is fraud. I have also filed a dispute with *********** and *******I would like anything on file with Netflix with my name, to include account information, be cancelled. I will never use this service again.
Business Response
Date: 03/05/2025
March 5, 2025

Complaint Case #: 22959224
Consumer: ******** *******

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

Sincerely,
Netflix
Customer Answer
Date: 03/05/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although the refunded amount is nowhere near the amount owed to me, I will accept in a effort of good faith since my other request was honored. Thank you for your assistance in this matter.

Sincerely,

******** *******
Initial Complaint
Date:02/17/2025
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.
I have called Netlfix more than 15 times asking to cancel the 2nd household. They continue charging me for 2 households. They owe me a refund for past 2 months
Business Response
Date: 02/21/2025
February 21, 2025

Complaint Case #: 22953687
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:02/17/2025
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.
Netflix has made a fraudulent change on my account sometime around December 15, 2024. I did not make any changes to my account. I signed up for 6.99 per month plan with ads and I noticed the past two months have been charged as *****. They need to credit me the difference. I will report the fraud to my credit card company as fraudulent charges on my account without authorization. Please help me to credit the difference from ***** - 6.99. Thank you. I only want the plan with ads at 6.99 as promised. The chat agent Nhiechel was not cooperative to help me resolve this issue. I requested to chat with the supervisory, and they refused to help. I also requested the name of the CEO for Netflix and their corportate address to file a complaint, and they refused to assist.
Business Response
Date: 03/05/2025
March 5, 2025

Complaint Case #: 22950206
Consumer: **** ******

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

Sincerely,
Netflix

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Netflix, Inc. is NOT a BBB Accredited Business.