Complaint: Incompetence of an agent

on 13 April 2020 about Netflix in category Online Services

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My complaint:

I recently subscribed online for the first time to Netflix, but I mistakenly pressed for the premium package instead of the standard package. Within a very short while, I contacted an agent and explained that I’d made a mistake and to downgrade my package with immediate effect to the standard package at £8.99 per month. He agreed that he would do this. However on seeing my bank account on 9th April, I noticed that it wasn’t amended as the higher amount of £11.99 was taken out of my account. I contacted Netflix again on Monday 13th April and had a chat to Alan as I needed to speak to a senior colleague. Alan was obstructive in not allowing me the chance to resolve the issue with a manager or senior agent. He abruptly ended the chat which was extremely rude.

0 0 vote
Justified complaint?

Suggested solution:

This is so easy. Netflix needs to act on what they said they would do for me and refund £3 which is the difference between the standard and premium packages. Alternatively for next months payment they can reduce the direct debit to £5.99 and then back £8.99 thereafter.

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