Complaints

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

close

Find a Location

Netflix, Inc. has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Netflix, Inc.

  121 Albright Way Los Gatos, CA 95032-1801

• 

  Netflix, Inc.

  PO Box 49021 Ellenton, FL 34222

• 

  Netflix

  PO Box 628266 Orlando, FL 32862

• 

  Netflix, Inc.

  4141 S. Arizona Ave. Chandler, AZ 85248

• 

  Netflix

  PO Box 11645 Tacoma, WA 98411-6645

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:09/17/2022

  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.

  My account was hacked. Phone number and email address was changed and my credit was charged for Netflix.
  

• Initial Complaint

  Date:09/16/2022

  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 had streaming service, paid by credits, for many, many months. I added ONE MONTH of DVD service and added an additional gift card of $75. I cancelled the DVD service after about two weeks, and the system said that my service would "end" at the ending of my current billing cycle. FIrst, the billing cycle was totally unclear because I signed up mid-month and it changed the "billing cycle" date after signing up, locking me into a partial month and at least one full month. Next, within days of signing up, my streaming service cancelled, even though I still had, at the time, $60+ in credits on my account. NOW I learn that my DVD service will not cancel at the end of the 30 days (we're past that) or the end of the new billing term (end of Sept.) but will instead go on until the funds from my gift card are exhausted. There is never any chat available. I spoke with a very confused CSR phone rep, who couldn't explain it to me and said they couldn't do anything. It's absurd, unethical, and nonsensical. I should be able to sign up for one month of DVD service without all of this happening. The only way to start streaming service again, she said, was to be charged out of pocket for a month of service... while I have $50+ in credits sitting on my account. She also could not confirm that I could ever cancel the DVD plan so long as a I had a credit (funny, since streaming canceled in the exact circumstance). Bad policy, bad support, and totally greedy.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 8, 2022/10/05) */
  Thank you for the opportunity to address***********'s concerns. We appreciate the time that he has taken to provide us with his feedback and comments.
  
  Please allow us to begin by explaining that Netflix is a monthly subscription service that allows our members to stream our content online over the internet or rent discs by mail. Membership fees begin upon the establishment of the account, or rent discs by mail. Membership fees begin upon the establishment of the account, or at the end of a redeemed free trial period offer. Any Netflix gifts that are attached to an account will stay active and usable for any Netflix service (Streaming or DVD rental) until the gift subscription runs out. At that time any unpaid services will be set to cancel
  
  We understand that according to the complaint,*********** reports that he had canceled his Netflix DVD subscription, however, his monthly subscription cost was still being deducted from his active gift card on the account. After a review of the account, we found that our DVD and Streaming services were canceled on Aug 23, 2022.
  
  At this time our Streaming subscription can stop service after the current billing cycle and, no longer continues to deplete the active gift subscription on file. Unfortunately, our DVD subscription will stay active until the gift subscription is fully exhausted. Please note that***********'s feedback around the ability to have Netflix Services be able to stop and start independently of an active gift subscription has been forwarded to the proper departments for review.
  
  **. ****** still has an active gift card balance of $32.42, and can start a Netflix Streaming Subscription at any time. Once that subscription is active in our system, we can add a Netflix Streaming Service credit to his Streaming account. This will be equivalent to 3 months of Streaming Service at the Premium plan price of $19.99 per month, for a total of $59.97
  
  We ask that*********** respond when he can activate the Netflix Streaming service, and at that point, we can facilitate attaching the 3-month credit to his account.
  
  
  Sincerely,
  DVD Resolutions Team
  
  
  Consumer Response /* (2000, 10, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's a fair response, but there are two points:
  
  --it's only satisfactory with the credits noted. I have just signed up for streaming again, so I hope to see those credits soon.
  
  --this is just really, really bad fiscal policy; I had a similar situation with streaming months before, where I wanted to cancel for a few months that we were going to be out of town. It took my weeks to realize that it didn't cancel, and I received the same spiel about how, gee, we don't the billing cycle isn't really a billing cycle, but rather we eat up all of your credit whether you want us to or not. It's just something that I find unethical and that needs to change.
  
  Consumer Response /* (3000, 16, 2022/10/21) */
  Netlflix never issued me the credit promised. I must reopen until I receive the credit for three months' streaming.
  
  
  Business Response /* (4000, 18, 2022/10/26) */
  Thank you for the opportunity to address **. ******'s concerns. We apologize for the delay in attaching the credits to his Streaming account, as detailed in our last response.
  
  We have applied 4 months of Streaming Credit to **. ******'s account in good faith and to make up for any additional frustrations created by this situation.
  
  **. ****** will be able to see these active credits in the Billing Details sections of his account page. It will state that he has "100% off streaming plan for 4 months" under the Gifts & Promotions section.
  
  If there are any additional DVD-related questions or concerns, please feel free to contact our customer service center at*************** Monday thru Friday between 6 AM and 4:30 PM PST.
  
  If there are any additional Netflix Streaming related questions or concerns, please feel free to contact our customer service center at***************. Available 24 hours a day via phone or chat.
  
  
  Sincerely,
  DVD Resolutions Team
  
  
  Consumer Response /* (2000, 20, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/15/2022

  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 refuses to provide customers who lost a debit/credit card enough time to get replacement payment card before cancelling their access. On or about 9/9/2022 I reported my debit card to my financial institution as lost. The institution cancelled the card and informed me I would receive a replacement within 7-10 business days. The next time I watched Netflix I was advised by a pop-up that my payment information needed to be updated. Today, I called and explained this issue to Netflix customer service representatives. One of the representatives acknowledged that it takes her a week or two to get a replacement card. Regardless of this, I was informed that their computer system only granted a 7-day extension and there is nothing that can be done to provide the additional time needed. I asked to speak to a supervisor or manager about the issue and held for 15 minutes, only to be told nobody was available to take the escalated call and that I should try calling back later. I have been a loyal member of Netflix for over 13 years and have never had any payment issues. I am disappointed that a system which provides an insufficient grace period cannot be overridden.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/30) */
  September 30, 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, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company continues to refuse to provide adequate grace period to loyal customers who are awaiting a replacement payment method.
  
  
  Business Response /* (4000, 9, 2022/10/14) */
  October 14, 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:09/12/2022

  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.

  My Netflix account was hacked in April of 2020. I called and they advised me that the account was compromised and that it would be closed. I did not get notification because the email was changed by the fraudulent person who hacked the account.
  
  Netflix advised me to open another account and all would be good since they were closing the compromised account.
  
  We fast forward to Sept 2022 and I found out that the compromised account was still being billed to my credit card each month for 29 months of service. ($450 Total)
  
  I was paying for two Netflix accounts for 29 months. One on my credit card and the other on my wife's card. That is why we did not catch the double billing for so long.
  
  I contacted my credit card and they said I can't contest charges older than 6 months. They basically can't help me.
  
  I contacted Netflix and they closed the bad account and offered me only a 1 month refund. I asked for a supervisor after on hold for over 30 minutes and the customer service person said all managers were engaged with other customers and are not available at this time and the 1 month refund is all they can offer "period".
  
  I would like Netflix to take responsibility for this mess. They advised me the compromised account was closed and to open another one. This was on the phone in April of 2020.
  
  I have since closed all my accounts with this company. I think lack of account closure in this case is a tactic to temporarily inflate active paying membership numbers. I can't explain it any other way. Why would they tell me the account is closed/compromised and to just open another one.
  
  I have been a paying customer of this company for over 20 years.
  
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/27) */
  September 27, 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:09/12/2022

  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've been a Netflix customer for several years. After my divorce, I cancelled my account with Netflix in November 2021 when it was offered to me at a discount with my new cell phone provider. Netflix has continued to bill me for both accounts and advised they would not credit me for the payments from the original account. I was refused a supervisor when I requested one even though the rep I spoke with confirmed that I was being double billed for the same service at the same location. I am requesting a full refund of the full price payments I've made since November 2021. The old account is still active because I chose not to cancel it until this matter is resolved and is under the email of *************************. The new account is under ********************** to prevent my now ex-husband from having access to it. I was advised because the new account was set up under a new email, I can't get a refund of my payments, which is totally unacceptable to me. I've been a loyal customer for many years and have never missed a payment. I had no idea I was being double charged until recently.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/27) */
  September 27, 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
  
  
  Consumer Response /* (3000, 7, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response. The response indicates that I would only be compensated for the most recent charge, not the amounts that they confirmed were active accounts at the same address that I was being double billed for. If this complaint isn't properly addressed for a customer that has been confirmed as being double billed for service at the same address, it is a failure on behalf of the business to erroneously continue to bill a longtime and loyal customer which is disgraceful. There was no proactive notification from the business to notify me that I was being double billed which is proof that Netflix has no concern, or care for the customer which is sad. Just know you may have been one of the 1st to offer streaming services, but when the dust settles you most certainly won't be the last and the poor customer service reviews, of which there are many, is going to hurt your business in the long run. I have numerous social media followers and will post the poor customer service I received in hopes that others will post to ensure that Netflix takes notice to provide better customer service on a case by case basis for it's customers.
  
  
  Business Response /* (4000, 9, 2022/10/13) */
  October 13, 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 September 27, 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

• Initial Complaint

  Date:09/11/2022

  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 discovered that Netflix has been charging me for 2 accounts every month since Feb 2020. I tried to cancel the other account but they would not stop billing me because I did not know the password or email address, even though they were charging my account. I thought the issue was resolved when I canceled my debit card and got a new one, but much later I discovered that they were charging my bank account again. I have finally figured out the account was made using my child's account several years ago, but I never used the second account and do not know who signed up for this account. I was able to cancel it when I got onto my child's email, but I want netflix to refund me the money they owe me because they should have stopped double charing me when I told them that they were not permitted to charge my account.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/26) */
  September 26, 2022
  
  Complaint Case #: **********************************
  
  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:09/08/2022

  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 signed up for their basic service with Netflix for $9.99 and they charged me $10.88. Coke to find out after I was charged that they charge sales tax. Nowhere does it indicate that sales tax may apply when you sign up for the service. It only indicates the membership price. I have contacted a Netflix and spoke to a representative and explained all of this, only to keep being told that the government requires a sales tax. I asked to speak to a supervisor and was somehow disconnected. I called again and got the same representative named ****. He stated that he will put in my suggestion for consideration and I told **** that I don't want him to put this for consideration, I wanted my 89 cent refund due to false advertisement. I understand about the sales tax, but my point is that it does not state that sales tax may apply. It only states that after the fact and it needs to be stated in the sign up process and not on the Help center section. This is very misleading and deceiving the customers. I just want my 89 cent refund
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/23) */
  September 23, 2022
  
  Complaint Case #: ********************************
  
  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:09/07/2022

  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.

  My wallet with credit card was stolen. The thief used my card to create a Netflix account. I am a Netflix customer and did not realize for over a year that I was getting billed twice. Even though I had cancelled the stolen card, because the thief setup a pre-approved payment with the stolen card, the CC company continued to allow it to be processed even though the card number being used had been cancelled. I called Netflix and they gave 1mo refund but I had been paying for some fraudster's Netflix for over a year. The credit card co will only refund 3mo of fraud. I'm sure thieves know that Netflix makes it easy for them. Most companies with pre-approved payment will ask the user to update their card (google, cell phone co, etc.). Does Netflix do the necessary due diligence? What is Netflix doing to ensure they are not profiting from fraud? Do they check billing addresses agains cards, etc? Based on my discussions with them they are not doing much to stop/prevent this and they don't make it easy to dispute or track this down.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/22) */
  September 22, 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:09/06/2022

  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 has double billed me for use of service. Once through XFinity Cable and then again through the Netflix system itself via my email. I was never told that I had to link my Netflix account through Xfinity Cable in order to only be billed once. So essentially Xfinity Cable was paying approximately $29.50/month to Netflix for the account and then I paid direct out of my bank account $10.62/month because the Netflix was set up to my email. What has now taken place is that Netflix received approximately $41.00/mo for a that was only worth either the Xfinity price or my email price. I've asked for a refund however they are denying they should give me one.
  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/21) */
  September 21, 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, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I feel that Netflix should not benefit from having been paid twice by me and my spouse as we live in the same household and you can tell from usage, mail, and our address. Netflix should reimburse us for some, if not all of the over payment.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  September 30, 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:09/03/2022

  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.

  Tried to sign up for Netflix for the first time and for some reason, they were having problems processing my PayPal payment, my Visa payment, my Discover payment, and my AMEX payment. I use all these methods with other services and vendors. Customer service was rude and said I must have done something wrong. Horrible customer experience.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/09/19) */
  September 19, 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, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Netflix has not attempted to correct the issue or contact me in any way. When I try to login I get an error message and when I try to create a new account, I get a message that I already have an account and get directed to a login screen. No resolution. Extremely poor customer service and customer experience.
  
  
  Business Response /* (4000, 9, 2022/09/30) */
  September 30, 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