Complaints

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

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  Netflix, Inc.

  121 Albright Way Los Gatos, CA 95032-1801

• 

  Netflix, Inc.

  PO Box 535304 Pittsburgh, PA 15253

• 

  Netflix, Inc.

  PO Box 9410 Gaithersburg, MD 20898

• 

  Netflix, Inc.

  67 Millbrook Street Worcester, MA 01606

• 

  Netflix

  PO Box 268915 Oklahoma City, OK 73126-8915

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

• Initial Complaint

  Date: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.

  Quite a long time ago, meaning 16 years ago I signed up for Netflix DVD service, prior to them having the streaming service. This was at a cost of 17.33$ a month.
  Once they started streaming, in the year 2012, I signed up for that service. That was at a monthly cost of 14.00$.
  
  The very last DVD they ever sent to my house was in November of 2013. Of course, they never made any attempt to notify me that I was paying for a service (DVD) that was not being used. Up until January of 2018 it was my fault that I continued to pay two monthly bills to them even though I was only using my streaming service.
  
  In January of 2018, I discovered that I was being double billed by Netflix and I called to ask why. We got to the bottom of it, and I was assured that the issue had been remedied. I was assured that my DVD service was terminated. I was quite agitated that they had continued to bill me for so long without at least attempting to contact me.
  
  Now, 4 and 1/2 years later I discover that they in fact never closed out my DVD account and continued to double bill me for a service that they have absolutely not provided to me since NOVEMBER of 2013.
  
  Since my call in January of 2018, until July of 2022, Netflix has continued, against my wishes to bill me in the amount of 17.33$ every month, even though I called in January of 2018 to make them stop, and even though I haven't received a DVD from them for over NINE YEARS!!!!
  
  When I called back in January of 2018, I can distinctly remember telling the customer support person on the DVD side of NETFLIX that I haven't owned a DVD player since 2015!
  
  Like I said, up until January of 2018, it was my fault, but after that, I was lied to by their customer support. They claim to have no record of that call, but they also don't store calls for any period over one year, or so I am told by them.
  
  This is in fact stealing from me in the neighborhood of 935$. I expect a FULL refund for that time period.
  

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Thank you for the opportunity to address ****'s concerns. We appreciate **** taking the time to provide us with feedback and comments.
  
  Please allow us to explain that Netflix is a monthly subscription service that allows our subscribers to stream content over the internet and 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. **** subscribes to our 2 screens at a time Unlimited Streaming plan and was subscribed to our 3 DVDs out at-a-time Unlimited Rental plan.
  
  We understand that according to ****'s report, **** canceled our DVD service in 2018. After investigation, we found no record of the cancellation request. Per our Terms of Use, to which **** agreed too before starting our Netflix service;
  
  "You may cancel your DVD service membership at any time. WE DO NOT PROVIDE REFUNDS OR CREDITS FOR ANY PARTIAL-MONTH MEMBERSHIP PERIODS OR UNWATCHED DVDs. Upon cancellation, your account will automatically close at the end of your current billing period, and you are given seven days to return any outstanding DVDs."
  
  Additionally, our charges would appear on ****'s monthly financial transaction records.
  
  On July 22, 2022, our records show that **** contacted our customer service representatives regarding the charges to the account. Typically, no compensation is provided; however, to assist **** with the situation and in good faith, our customer service representatives refunded 6 months of DVD service, totaling $103.98, back to ****'s Visa card on file. No additional compensation will be provided.
  
  If **** has other questions or concerns, please contact our customer service center at ************** Monday thru Friday between 6 AM and 5 PM PST.
  
  Sincerely,
  
  DVD Resolutions Team
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  They stated nothing in their response that I hadn't already mentioned. I did contact them back in 2018 because I was getting double billed by them for a service they hadn't provided to me for years, as evidenced by the fact that I had not received a DVD from them for years.
  
  
  The representative that I spoke with back then, in 2018, assured me that it had been taken care of.
  
  
  
  They have no records of it because, according to them, they don't keep records past one year. That is questionable and also very convenient for them. I am completely not satisficed with their response and would like to know how to pursue this further.
  
  
  Thank you, **** *********
  
  
  Business Response /* (4000, 9, 2022/08/08) */
  Thank you again for the opportunity to address ****'s concerns. We are sorry to hear that he was not satisfied with our previous response.
  
  While it is not our intention to collect payment for unwanted service, there is no record of **** canceling his DVD service prior to his recent contact with our customer service in July 2022, as stated in our initial reply. All charges were collected in accordance with the Netflix Terms of Use, to which **** agreed to prior to starting service, that state "By starting your DVD service membership and providing a Payment Method, you authorize us to charge the monthly membership fee for the DVD service at the then current rate, and any other charges you may incur in connection with your use of the DVD service, such as taxes and possible transaction fees, to your Payment Method."
  
  We appreciate ****'s additional feedback but the six refunds already provided represents the maximum amount of credit we are able to offer.
  
  Sincerely,
  
  Netflix Resolutions Team

• Initial Complaint

  Date:07/19/2022

  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.

  Netflix charged me a 10.5% Puerto Rico tax even though I live in New York and have lived here since 2009. I am originally from Puerto Rico though. I contacted them but they said they could not refund the difference or provide any type of compensation to cover the difference for the amount I was overcharged.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/08/03) */
  August 3, 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