Complaint: Poor customer service and refusal of reps to allow speaking to supervisor. And highly questionable practices that have us fearing our credit card is compromised.

on 22 February 2021 about Netflix in category Online Services

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My complaint:

Called today about continuing charge after account cancelled. Could not sign into either mine or husbands’ account. Rep “Jade” kept mixing up emails. I tried to sign on using my computer because she was so slow and difficult to work with. She said “You’re not supposed to be doing that!” I had cancelled 119 and printed chat that verified that. 3 days later, I got cancellation verification through email that stated “cancelled 120”. In going through credit card statement today, I saw they charged us 119 for another month. This was never resolved. Jade said she could not reimburse this charge because that was the billing date. I asked for a supervisor and she had numerous ways of preventing that. She finally hung up on me. I also noted my Netflix account had been charged 13.99. That account could not be found until I typed my credit card number into a “secure” something. It felt too risky with Jade. When I called back I spoke to Kay, who sounded so much like Jade. I did input my credit card number this time. Kay stated there was some other email tied to our credit card. She would not tell me what it was. She did reimburse the 13.99 charge for my account and sent several emails verifying the cancellation. It did not state there would be no further charges. Kay refused to process my complaint about the difficulty with Jade and would only say “there are no supervisors available at this time”. She said since she reimbursed one of the charges – I no longer had a complaint. I called back again on another number and Jade answered so I hung up. Kay refused to discuss my concern that something just didn’t seem right. She said the only way to give feedback was if there was a survey available after the phone call. I looked online for a way to provide feed back and get my questions answered. Found a number claiming to be specifically for feedback. When I called, it was the very same menu and refusal to take feedback. The rep actually said, “ I can’t give you legal advice”.!!!!!? None of them offered any way what so ever to provide feed back to management. We are still concerned about fraudulent practices by Netflix. Sure, it’s only $9 we’re out; but they do this for every cancellation? That could add up for Netflix. We’re also concerned someone could have stolen our account. We have no way to find out anything. With these inefficient reps that will NOT allow customers to file complaints. When I asked for Kay’s employee number, she paused, as if to think one up. There literally is no way we can find to complete the 3rd step of this process. There is no way to file a complaint directly to Netflix. Three calls and searching the web has not provided anything.

0 0 vote
Justified complaint?

Suggested solution:

Provide a way for customers to file complaints and follow through on correcting them. We also had a charge from Nintendo that we called them about. Within a few minutes that was resolved in a friendly, competent and professional way. DO THAT. We will think twice before ever signing up with Netflix again.

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