Netflix complaint: Recurrence of Over-payments of Unaware Unused DVD Subscription

RE: Over-Charges for XXXXXXX Netflix Account

Dear Messrs. Hastings and Sarandos,

We hope our note finds each of you and your respective families healthy and well, after a safe and Happy Thanksgiving weekend start to your Holiday Season.

Our daughter just returned last night from College and she brought some unsettling news to our attention. As she logged in to our family’s Netflix account, she asked us about the DVD Subscription banner – Continue or Cancel?

This was news to us because—1) we stream our Netflix services and 2) we have never received or seen any such notification(s) on phones, tablets, television.

As your Netflix records will reflect, we spoke with Ms. Tuesday briefly this afternoon (11.25.20), as her lined disconnected, then with Ian who transferred us to DVD Department, where we spoke with Aaron (Agent ID 42).

Aaron ed that we have not received a DVD since February, 2007—over 13 years ago, or 156 months ago – at ~$13 month for DVD services, which we did not know we had or worse yet, for which Netflix had been charging us. Aaron “completely understand” and apologized the chunk of monies we were looking at and offered us the Netflix Guideline(s) of six (6) months refund credit. As a start, we ensured that we cancelled the DVD Subscription, which we did not recall signing up for or using. Aaron also advised us to write to Corporate Escalations Department.

Then, my wife suggested we call back to speak with another Supervisor to really get the “right” answer. So, we called back in and Val was kind enough to transfer us to Donna (Agent ID 88) and she “totally understand” and even offered that we could consider disputing with our Bank and or Credit Card Company – to which we explained that we take such matters seriously and would prefer to work with Netflix directly so as to avoid any extra issues and problems.

Then, we tried Netflix’s Corporate Office number of 408.540.3700, in the hopes of speaking with a Supervisor at Corporate as opposed to the Call Center. We were routed to Diana in Tampa and after explaining the situation to her, she offered “Wow!” and explained that we would need to write to Corporate.

We apologize for providing the long-winded historical timeline of working with Netflix’s DVD Department, but we hope that you and your Executive Management Team will do more than Netflix’s Corporate Guideline(s) of six (6) months refund, of the 150 months in what we feel are over-charges as we did not intend or receive any DVD services from Netflix.

Fortunately, the unwanted DVD Subscription was terminated earlier this evening and Aaron (Agent ID 42) has already credited refunded us six (6) months, per his limits of Netflix Guideline(s). We would like to respectfully request your review and consideration that the remaining monies be credited (no need for cutting a check or refunding funds to our account) to our Netflix account. Surely, this isolated incident and one-time proposal could serve as a fair and reasonable resolution – to keep us a “happy” Netflix account holders and not really cost Netflix any outlay of monies.

Upon your review of our Netflix account usage and careful consideration, please feel free (or a fellow Netflix Team Member) to contact us to discuss any questions, thoughts; advice on next steps. Thank you, in advance, for your time, attention and consideration. In the meantime, stay be safe and well.