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 9500 Manchester, NH 03108

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:10/03/2022

  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 set up a Kids Profile for my two nieces and nephews, we started noticing over time more adult shows showing up. We started sgetting concerned recently when we noticed the new netflix show "Dahmer" showed up. We called Netflix customer service to express are concern. We were told by ****** in the Phillipines that out problem was that we had the profile set wrong. We told her, when we created it we chose "kids" and that anything under 18 should not be cosider kids. We were told repeteadly no manager was available. Even though we asked. I said " we can wait until one is available." Still they would not connect us. Frustration, then putting us on hold. Finally I told the, what do you want me to do call my congressman, the news, the fcc. I can call a reporter whos my friend. I am not doing that I am calling you. I was told "well if you hang up and call back you can get a manager." Finally I was hung up on and told I couldn't be helped. I called back and got the same representative. I said "hey****** its me again. I called back. can you now get me a manager." she literally scoffed at me put me on hold for 8 mins. Maybe said 2 sentences to me. and then got me a manager. I didnt believe he was. He said all he could do was block the show for everyone.
  
  MY frustration is this. No one cares at netflix if kids are potentially exposed to blood or gore. They dont care if kids are exposed to this problem. They dont train their customer service agents to address the problem. Cleary they know this is a problem and dont fix it with calling them. They want you to fix it. KIDS MEANS KIDS....
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  Complaint Case #: *******
  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:10/01/2022

  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 trying to either change the email address associated with my Netflix account or cancel my account. The email address currently associated with the account no longer exists. I attempted to use the Netflix chat room customer service option to resolve the issue with my account and they could not help. They also flagged my account for suspicious activity. I have paid this company a lot of money and this seems like a simple issue to resolve. I am very disappointed with the customer service at Netflix. They are making it difficult for consumers to make changes to their accounts or cancel their service.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  Complaint Case #: *******
  Consumer: ****************
  
  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,
  Netflix

• Initial Complaint

  Date:09/29/2022

  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.

  For threes days I was not able to use the Netflix service. I contacted by email the tech support. First it was due to me not being able to hear the movies, with my volumes turned up as far as they would go. On September 27, 2022 I contacted Netflix tech support to ask why I was being kicked out of my account. I would sign in select a movie wait for it to open wherein I was immediately booted off. I was with the technician on chat for approx 1-1.5 hours. This being kicked out of my account had been going on for 3 days. At the end of each chat interaction I requested a transcript to be sent to my email and I received nothing, which of course I found to be suspicious. On September 28, 2022 I contacted tech support again and this time I was requesting compensation for the 3 days I was being booted from my account. On September 29, 2022 I phoned to request for compensation. The first female employee, who has been with Netflix for 4 years, informed me that I would not be compensated. I then asked to speak with a supervisor and I was told the same thing. I have proof for what I submit here.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/13) */
  October 13, 2022
  
  Complaint Case #: *******
  Consumer: *************
  
  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,
  Netflix

• Initial Complaint

  Date:09/29/2022

  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.

  ON 2/2022 I Cancelled my Netflix Service. From 2/2022 thru 9/2022 Netflix continued to bill me monthly. When I called Netflix to request a refund, they would only offer to credit me for 1 month. There justification was that my email had been hacked and service had been transferred to another user. I found their justification un-supportable. Specifically, they indicated that they received a request that my email address to be changed, which I never sent them. My issues are:1. Netflix never contacted/notified me to verify this change of email request which I did not request. (why do they not do 2 step verification before allowing and account change)2. This Netflix email changed occurred after the date I cancelled service; therefore how could this account have been re-activated to allow this change.3. Netflix did not protect my billing and credit card information, allow this new user to charge my credit card for service. ( Netflix stated that they keep user information active in their system for 10 months after cancellation).4. Netflix told me that all credits beyond 1 month would require me to address this with my Bank credit card service. My Bank referred my back to Netflix.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/11) */
  We would like to thank ****** ***** 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 your 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:09/28/2022

  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 double charged me on two of my credit cards, apparently there is no way I would watch Netflix on two accounts at the same time.
  When I brought this issue up to Netflix, they refuse to refund me, I have been charged back up to the month/year as far as much I can see in my credit card statements from Aug 2022 to Jan 2021.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/12) */
  October 12, 2022
  
  Complaint Case #: *******
  Consumer: ***********
  
  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,
  Netflix
  
  
  Consumer Response /* (3000, 7, 2022/10/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The customer agent on the phone only provided me refund for the last 2 months charges for the year 2022 but Netflix has been charging me double on my two credit cards since year 2020, it could be further in the past too but I do not have access to any prior statements than year 2020.
  
  I have hereby attached Netflix transactions history statement from my two credit card statements: Discover as well as VISA, I will be happy to provide any further information if requested.
  
  
  Business Response /* (4000, 9, 2022/10/18) */
  Oct 18, 2022
  
  Complaint Case #: *******
  Consumer: ***********
  
  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.
  
  As such, we will no longer provide additional responses for this case.
  
  We hope you find this information helpful.
  
  Sincerely,
  Netflix

• Initial Complaint

  Date:09/24/2022

  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 contacted Netflix customer service and spoke w ***** and then supervisor *** in regards to my issue, which quickly and unnecessarily escalated due to lack of customer service and communication skills that are pretty standard for any business. I asked for a partial refund on my account for one month and was denied this because I could not prove the issue was theirs. I touted Netflix and encouraged my parents to get Netflix at their house. I was on my upgraded account, covering 2 devices, and while at their house this evening we went to watch a show and it took us 25 minutes because every time I went to play the show it would keep going back to the Netflix home page. All of my other devices on my Roku worked fine. Hulu, Youtube and Peacock. No issues. Later I was transferred to Rain. Not one of these people could give me the first initial to their last name or any other identifiers. Really? I would like to be contacted by an actual manager of customer service.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  October 10, 2022
  
  Complaint Case #: *******
  Consumer: ************
  
  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,
  Netflix
  
  
  Consumer Response /* (3000, 7, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The way that they handle things accordingly is not customer service oriented. I found an entire website dedicated to people who are unhappy with Netflix customer service. That is not something to be proud of.
  
  
  Business Response /* (4000, 9, 2022/10/18) */
  October 18, 2022
  
  Complaint Case #: *******
  Consumer: ************
  
  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.
  
  As such, we will no longer provide additional responses for this case.
  
  We hope you find this information helpful.
  
  Sincerely,
  Netflix

• Initial Complaint

  Date:09/24/2022

  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.

  Monthly on the 13th, I expect a Netflix charge in the amount of $10.71 for basic streaming services. As expected on August 13, 2022 I was charged $10.71.
  
  Then on September 5, I was charged $16.60 for upgraded standard streaming services that I did not request or authorize. Not only was the plan upgraded, there was no credit or proration for services that were paid in full covering August 13 - September 13.
  
  In summary, I paid $10.71 on August 13 to cover bill cycle August 13-September 13 for basic streaming services. Then on September 5 Netflix decided, without my authorization, to upgrade my streaming services from the basic plan to the standard plan increasing the monthly cost to $16.60. Furthermore, on September 5, a new bill period, September 5 to October 5, was created ignoring the $10.71 that was paid to cover services through September 13. Essentially from September 5 - September 13 I was charged twice as any proration was overlooked on top of starting an upgrading streaming service that without my knowledge.
  
  To correct I would like Netfix to credit the $16.60 that was erroneously charged, ensure the account remains on the basic streaming services plan and put the bill cycle date back to the 13th where it has been for years. At no time did I request the upgraded streaming package.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/07) */
  October 7, 2022
  
  Complaint Case #: *******
  Consumer: ********
  
  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,
  Netflix

• Initial Complaint

  Date:09/22/2022

  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 canceled my account with Netflix in June 2022 after one month. I did not like it. So the last valid charge was in May. As expected, I was not charged in June nor July (because I had canceled my account) but out of the blue was charged the monthly fee of $21.87 in August for no reason. I had not reactivated my account and the customer service agent could not tell me why I was charged. She has refunded the charge & took my CC out of their system so it doesn't happen again. But to me the broader issue is why was I charged?! If I hadn't checked my statement they would have taken $21 from me for nothing. Surely this is happening to other customers who maybe aren't as aware as I was. Please have Netflix rectify their system so they can't randomly charge customers for what they didn't pay for.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/07) */
  October 07, 2022
  Complaint Case #: *******
  Consumer: ***************
  
  Thank you for bringing this matter to our attention.
  
  Please know we are thoroughly investigating the issue raised by the member, and will communicate further when we conclude our investigation.
  
  Thank you for understanding.
  
  Sincerely,
  Netflix
  
  
  Business Response /* (-10, 6, 2022/10/10) */
  October 10, 2022
  
  Complaint Case #: *******
  Consumer: ***************
  
  Thank you again for bringing this inquiry to our attention. Netflix will work directly with the member to resolve their issue.
  
  Sincerely,
  Netflix
  
  
  Consumer Response /* (3000, 8, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Below is what Netflix said about the reactivation:
  "On August 23, 2022, the account was reactivated, resulting in a charge of $21.97 to your method of payment. If you or anyone you may have shared your account with has not updated the email address nor reactivated the account, it was done so by someone with access to this information."
  My response:
  No one in our household would have reactivated the Netflix account (we don't like the programing nor would my son cheat because he has his own money and never uses our CC or knows of it) nor had access to my CC info. It has never happened before with this CC.
  But the real issue is why didn't you delete all our info when I originally canceled the account in June and this would not have happened?! (no one could have accidentally restarted the account without adding the CC info like happened.)
  And even if it had been fraudulently reopened it could have been quickly closed again by me if I had gotten a welcome email saying my account was opened again which I never received.
  It is understandable why Netflix has not set up these types of safeguards into their system for those that have canceled their accounts. Netflix needs the money and misses these former subscribers.
  
  
  Business Response /* (4000, 10, 2022/10/19) */
  October 19, 2022
  Complaint Case #: *******
  
  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 10, 2022. For information regarding privacy and security, please visit (https://help.netflix.com/support/100628). 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:09/21/2022

  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 been being charged twice a month since October of 2021 for basic service. It started at $9 + change. Went up to $14 +change to $16+ change. They have been charging me on the 2nd of each month & on the 27-28th of each month. I had an aol email that had an account & changed it to a Gmail account. They are saying I have 2 accounts, I do not need 2 accounts. They were supposed to close the aol & have only my Gmail. I called the company 3 times, nice customer service people, but no help. I couldn't talk to a supervisor. They told me they could only refund me 1 month & I'd have to file a dispute w my bank. My bank is only able to go back 2 months. There are 9-10 other payments that I did not receive services for. Speaking w the company, I told them the issue, the 1st time they refunded 1 month $16.34 (?). I don't have a computer, I do everything on my phone. I noticed today (9/21/22) that they double charged me again for the month of sept. The 2nd & the 12th -14th (?). I had to cancel my credit card, so they couldn't charge me again, & they did. I don't have a problem w the service. I'm upset with the company policy & being double charged for months. I know it's not that much money, but I can't believe this is common practice. It's been questioned, disputed & it is still happening. Very frustrated. Thank you.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/10/06) */
  October 6, 2022
  
  Complaint Case #: *******
  Consumer: ***********
  
  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,
  Netflix
  
  
  Consumer Response /* (3000, 7, 2022/10/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like a refund for my over payments.
  
  Please see attached document showing (11) over payments, (2) refunds & Normal billing cycle
  
  
  Business Response /* (4000, 9, 2022/10/20) */
  October 20, 2022
  
  Complaint Case #: *******
  Consumer: ***********
  
  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.
  
  As such, we will no longer provide additional responses for this case.
  
  We hope you find this information helpful.
  
  Sincerely,
  Netflix

• Initial Complaint

  Date:09/19/2022

  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 a Netflix account. Netflix only uses e-mail addresses to locate/find accounts - NOT account numbers. In talking to several customer service representatives, they confirmed this. However, Netflix ONLY shows an account number on credit card statements (and there is no way for a consumer to even obtain this account #). A fraudulent Netflix account was opened on my credit card over a year ago - and it remained undetected as I thought it was my valid Netflix account, not a fraudulent one. If Netflix were to list the partial/complete e-mail address associated with the account (instead of an account # nobody has access to), then the fraud would be easily detected (since the e-mil would not be recognized by the consumer).
  
  Netflix is inviting fraud. Netflix should change their reporting to the credit card companies and show the partial/complete e-mail address associated with the account - not some account # which is unknown to the customers. And contacting Netflix to reverse these fraudulent charges, they refused and said I had to go through my CC company to do so.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/04) */
  October 4, 2022
  
  Complaint Case #: *******
  Consumer: *********************
  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,
  Netflix
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, the problem is not resolved. I have not received a credit for all the fraudulent charges that were charged to my CC. As you didn't even ask for account information - how can you say it is resolved?
  
  Second, you have not addressed the reason the fraud was allowed to occur - specifically, you list an arbitrary account # on credit card statements versus the e-mail address (or partial e-mail address) instead?
  
  
  Business Response /* (4000, 9, 2022/10/12) */
  October 12, 2022
  Complaint Case #: *******
  
  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 4, 2022. 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