My complaint:
We’ve had Netflix for many years at our old address then we moved to a new home over 2.5 years ago. I was reconciling my online charges and noticed that we have been double charged two different accounts. Apparently they had an account under my old email beth_stevens_1@msn.com my new email is Gobletbeth@gmail.com I wanted some sort of refund for being charged twice for over 2.5 years for same service.
In addition to this back in 2017 my underage child rented only 1 time a DVD that neither my husband or myself knew about. So we have been charged $6.94 a month for that service that was used once back in 2017. The DVD Dept was only able to credit us for (6) months and I made that call over a month ago and still have yet to see credit.
I called back in regarding the streaming service because I went to use Netflix in our rec room last night and it asked me to sign in… I went to enter my password and noticed that it was connected to my old address?? Which I had cancelled thru your customer service. I tried to figure out how to change but was unable to see where I could make those changes. I spoke to a Mr. Han who’s accent was Indian and made it a challenge to understand him. I explained what transpired last night and he walked me thru how to change email….
I have to say that it is extremely hard to know that I should have clicked on (Notifications) to them click on Get Help! Makes me wonder how many others are being double charged by Netflix….Why not label it (Get Help) ….Seems pretty logical. Once I fixed this most recent problem I told Mr. Han that I was still waiting for some sort of compensation for the double charges for 2.5 years. He kept going back to the credit he said was issued for the 6 mos for the DVD rental. He would not listen to me even though I was trying to explain that I already know I have to follow up with that Dept. to see when we will actually receive said credit but that I wanted to get a credit for our streaming account…..He kept talking over me and I told him that he talked now it was my turn and that I thought he was being rude not allowing me a chance to explain the circumstances…. He then just forwarded my call to the DVD dept.!! I called back into customer service spoke to a lady who admitted that she was working from home….I could hear her either cooking something or doing dishes in the background while she claimed to be waiting for someone to respond to her about issuing credit. I waited forever all the while listening to her doing chores…I asked if she could just transfer me to a supervisor and that I shouldn’t be made to sit hear for this length of time. She agreed to do so but instead I got sent to a survey rating your customer service….??? Are you kidding me!!….. Netflix you better get it together or your going to lose a lot of customers who will find a different streaming service…. Someone please HELP.
DISAPPOINTED Customer,
Beth Stevens
425-220-7556
Suggested solution:
Issue credit for double charging us for your streaming services for 2.5 years would be the appropriate thing to do.
You had one (your original) account with one email address, and apparently tried to enter Netflix at your new home using another email address, at which point it also asked for your payment details and opened a 2nd account for you. If you’ve been using the two separate accounts on different devices, you unfortunately won’t be getting a refund as the accounts have been in use.