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

  PO Box 9500 Manchester, NH 03108

• 

  Netflix, Inc.

  PO Box 49021 Ellenton, FL 34222

• 

  Netflix, Inc.

  4141 S. Arizona Ave. Chandler, AZ 85248

• 

  Netflix, Inc.

  PO Box 535304 Pittsburgh, PA 15253

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:08/11/2022

  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.

  Related BBB Complaint with Xfinity #*********
  I pay my Netflix account monthly charges through Apple subscription services and have for years. Netflix account associated with these charges is********************* attached. Xfinity has also charged me monthly at a rate of $17.99 for Netflix since July 9th 2021. I have since cancelled my Xfinity services over this matter and since I do not physically have the cable box in my possession I am unable to retrieve that account information. Xfinity has not been able to provide me with the Netflix account information associated with these Xfinity Netlix charges. In addition, Netflix has also not been able to provide me with any such information despite all the phone numbers and Email addresses I own being provided.
  
  Xfinity kindly provided me with their Partner Account Identifier (PAI): *************************************** which their customer relations case management department believe links payments from Xfinity to Netflix on behalf of a Netflix account. What is this account information as it will provide evidence that I do not own this account and was wrongfully double charged for Netflix Services?
  
  At this time if neither establishment can provide me with this information I find it unreasonable that charges should stand. I believe both parties are responsible so I am requesting a $100 refund from Netflix which is roughly 50% of the total I was charged for their services though Xfinity. Alternatively, if Netflix would like to provide me with 6 months free service as a loyal customer since 2018 I would accept to avoid cancellation.
  
  This has been very inconvenience and I have tried tirelessly to get to the bottom of it. I should be penalized for not being able to provide information that both Netlflix and Xfinity should have record of in their accounting and customer data. Thank you for your time in the matter. Please see all supporting documentation attached.Please see Attached supporting documentation.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 24, 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 Investigations & Response Team
  
  
  Consumer Response /* (3000, 7, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They should have record of payment from Comcast on my behalf. All Netflix payments are associated with a Netflix account. Neither Netflix or Comcast can provide this information linking me to these charges. It's unacceptable that Netflix will not take responsibility for 50% of the failure to keep adequate billing records from customers and third party vendors they contract with.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  September 1, 2022
  
  Complaint Case #: *******
  Consumer: ***********
  
  Based on the information provided and our review of the situation, we have provided our response to this member on August 24, 2022. 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

• Initial Complaint

  Date:08/10/2022

  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.

  Hello, I recently signed up to see Netflix. They claim to provide 1 month free, but yet still ask for a credit card at sign up and you're instantly charged. I didn't even watch anything and had the account for a matter of a half hour, or less. I reached out to their customer service and the person didn't even bother to resolve the conflict. In fact, how she responded, did even make sense and wasn't even proper English. I tried to reconnect to the chat again, or get a different representative, but it only shows the old chat and the same person I last spoke with. So pathetic and unprofessional for a multi-billion dollar company.
  
  There should be 0 reason why I can't get a refund, especially since the account is closed & I didn't even watch anything on it. I have a billing cycle coming up in just 5 days for it (8/15/22) and I do expect the refund then. I'll keep writing requests to the BBB and attempting to reach out to them, if it's not resolved.
  
  You have resolved many issues in the past, for most things, so I'm grateful for that. Below is a screenshot of teh chats.
  
  Thanks,
  ***********

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 24, 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:08/10/2022

  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.

  I realized last month that netflix had been charging two different bank accounts. one for 16 dollars and one for 21 dollars. i called and was told my account was breached with netflix for over a year. netflix informed me they would only refund a month back to me. I would like a full refund from the account that was set up as fraud for over a year.
  

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 5, 2022/08/24) */
  August 24, 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:08/04/2022

  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 can't watch netflix. The service lags terribly even at 2 am. I contacted them but they wanted to play games.
  I am paying for the service to watch what i want when i want, 24/7 the agreement wasn't that i don't get to watch at peak hours because they're experiencing traffic issues.
  This is breech of contract, fraud and theft of service.
  I have zero interest in them pretending they don't know this is a traffic problem.
  This is a class action lawsuit in motion.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/19) */
  August 19, 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, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've spent the past couple hours trying to unpack their response.
  They mentioned a date, February 16th. Had i accidentally entered the wrong date on the complaint? No, i filed it 15 minutes after tech support hung up on me.
  Feb 16th must have been another date i complained about poor quality of service. Apparently, they have no records of my complaint at 2:30am on 8/4.
  According to them, since February, i have watched "thousands of movies" according to their records. Nevermind, this would be physically impossible. 1000 over 180 days is 5.5 movies a day every day, now multiply that by 2 to meet the minimum standard of "thousands". As you can see, there can be no way their records reflect this.
  They want to claim the problem is with my ISP. That is a lie and defamatory to Xfinity which has the highest service record.
  Logically, if the problem was with my isp, then all my internet connectivity would lag, buffer and freeze. But that was not the case. The only service affected was netflix. Now, if it's netflix' contention that xfinity is throttling their service and none others, i would like to hear them make that case. Otherwise, the problem, demonstrably is on Netflix ' end which they persist in denying.
  They lie about the date of my complaint.
  They lie about their records
  They lie and defame a third party.
  
  There is no reason for me to believe they will do other than continue to lie.
  
  
  Consumer Response /* (-5, 8, 2022/08/22) */
  I can only say, I have a genuine problem when Netflix reaches out and begins lying immediately.
  Their response was so offensive i couldn't even finish it.
  
  I do believe there may have been some confusion in the complaint. I filed the complaint following my interaction in late july. I don't know where the February date comes from. I assume, i entered the wrong date of the complaint but it is possible I also filed one in February.
  
  Their excuse is an outright lie and they know it. It's a result of them refusing to buy the bandwidth to support their expanded customer base. They are lying to their customers and their investors.
  
  I am genuinely not interested in their response. I have heard enough lies from netflix. I do not need to be further insulted.
  
  Thank you for your efforts though. I appreciate your attempt.
  
  
  Business Response /* (4000, 10, 2022/08/31) */
  August 31, 2022
  Complaint Case #: *******
  
  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 August 19, 2022. 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

• Initial Complaint

  Date:08/02/2022

  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 Netflix acct in December 2021. Netflix agrees with this and can see it in my history. Yet they continued to charge me for 8 more months. I have been on the phone with netflix for hours and they will only refund 3 months! They said call my bank & dispute it. I called the bank & they said call Netflix. I call them again & they say call bank. I call bank back & they say no call Netflix AGAIN. I am owed the remaining 5 months of charges! Then Netflix told me to remove my card billing info so it doesn't happen again bc they have no idea why I was continued being billed. So I remove the card payment info & THEN they say even if they wanted to refund the remaining 5 months they can't since there is no longer a card on file to refund it to!!
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/17) */
  August 17, 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:07/28/2022

  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.

  I habe been double charged by this company with a fraudulent account having been created using my card, but using a fake email address from South America, they will not give me the information on this second account. Granted they refunded my money, I just am unsure whether they are behind this fraudulent account or not, and my issue is the protection of this criminal by Netflix. They surely didn't protect my card information or personal information to them, so I find it very suspicious of them. I would be interested to know the number of people getting charged double per day as this would be a ton of free money that may never be noticed by the victims of the fraud. It is not out of the realm of possibility that they are behind it to begin with really. Unfortunately this scheme is being played out by way too many businesses today and this is not the first one to take advantage of me. The bad part is nothjng gets dine about it and they don't get any consequences to taking advantage of ordinary people so it is only getting worse. I don't see how I would go to jail or face criminal charges for stealing 20 bucks from them yet they go scott free while my money is stolen from me, luckily I noticed the charges double 3 weeks later. How much interest did that make them though? Say if you add my double charges with what could be possibly 1k others? 10k? Who knows. They make sure they can't be audited or checked. I canceled my services through them as I can't trust this company either it seems.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/12) */
  August 12, 2022
  
  Complaint Case #: *******
  Consumer: ************
  
  Thank you for bringing this inquiry to our attention.
  
  Upon review of the case and contact 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:07/28/2022

  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 refuses to credit me in the amount of 19.99 and 9.32 . these charges are double payment for there services . they told me that my account email had been changed I informed them i did no such thing and still they refuse to except it was a error on there part for allowing this to occur.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/10) */
  August 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, 2022/08/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was not handled accordingly. I informed them that my card was updated yet I was still charged double. Also my bank issued me a new card so I didn't have the old one any longer. How can a business actually say it was handled when the customer was wronged.
  
  
  Business Response /* (4000, 9, 2022/08/16) */
  August 16, 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:07/27/2022

  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.

  Good Evening I been a Netflix customer for over some time now. I never made a call to customer service until today. I was being charged for an upgrade that I did not consent to. I've made a payment for basic services on 07/06/2022 for $10.99. Now I'm being charged again before my billing cycle ended this time for the standard service for $15.99. I stressed this to the customer representative and her response was to cancel my subscription. My concern is that she dismissed the fact that an upgrade was made with out my knowledge. If I'm telling you this information why not start an investigation. So I asked to speak to the supervisor because now that alarming to me. No supervisor available and was told my concern isn't a high demand. If someone has access to my information thats fraudulent activity why not consider it a high demand. The Netflix rep offered to refund the payment but couldn't provide me with a refund confirmation or receipt. I was told I won't get the receipt until 30 days. Instead I was given a confirmation for cancellation of subscription. I haven't even had my services for the remaining month of July 2022.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/08) */
  August 08, 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:07/22/2022

  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.

  canceled netflix in may. in july my account was arbitrarily reactivated. called and re-canceled got a refund only to have it reactivated again. called and was told i can only cancel once. i know Netflix is struggling right now, it appears they are trying to force people to keep them. i want my $16 and change back i do not want anything to do with this greedy company
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/05) */
  August 5, 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 /* (2000, 7, 2022/08/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/22/2022

  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 called and canceled my Netlix account in March yet they have been still charging me these last few months. I would like a refund but I don't know if I will receive seeing how shady they are by lying to me this whole time.
  

  Business Response

  Date: 08/22/2022

  Consumer Response /* (-5, 5, 2022/07/28) */
  I just found out that what they did is that when I asked them to cancel my Netflix account that they only canceled my streaming service and not my DVD service which oddly enough cost the same as a regular Netflix account? This is deceptive any way you slice it. Even thought I was able to finally cancel my account they said they were only able to refund my account by three months leaving a month they owe me. In short Netflix are a bunch of crooks.
  
  
  Business Response /* (1000, 6, 2022/08/08) */
  Thank you for the opportunity to address ****'s concerns. We appreciate the time that **** has taken to provide us with feedback and comments.
  
  Please allow us to begin by explaining that Netflix is a monthly subscription service that allows our subscribers to stream content over the internet or rent discs by mail. The collection of membership fees begins upon the establishment of the account or at the end of any redeemed free trial period offer. **** subscribed to our 2 screens at a time Unlimited Streaming plan and 2 Discs out at-a-time Unlimited Rental plan.
  
  We understand that **** is requesting an additional refund for the DVD service from the date of cancellation with Streaming. After review, we found that on July 25, 2022, **** contacted our DVD customer service center regarding the charges to the account. Our DVD customer service representative assisted **** by canceling the DVD service and issuing a refund for 3 months of $14.99 plus tax for the most recent DVD service charge.
  
  After further review, we found that there has been no DVD usage on ****'s account since he contacted the DVD Department. Generally, no refunds are provided for unused service; however, because we understand the frustration that **** has experienced, and in good faith, we will provide **** an additional refund of 1 month of DVD service charge, totaling $14.99 plus tax. No additional compensation will be provided.
  
  If there are any additional questions or concerns, please feel free to contact our customer service center at (************* Monday thru Friday between 6AM and 5PM PST.
  
  Sincerely,
  
  DVD Resolutions Team