My complaint:
Netflix have been taking £8.99 out of my bank account for 2 separate Netflix accounts for at least 2 years. According to Netflix they have been cancelling inactive accounts yet they have continued to allow my account to run despite not being used.
One of the accounts is active and used daily. The second account has not been used since 2018 and the membership was reinstated without my knowledge. This is because the email account it is linked to is no longer used by me.
I raised this issue with customer services via live chat and spoke to someone who advised they would only refund me 5 months which £44.95 which was very disappointing considering it is clear the account has been inactive for 2 years. The email I received stated I was only being refunded £8.99 which was not what was stated on the live chat.
I then started another chat with a colleague named Keynes. I was clearly not understand what Keynes was saying and he became extremely rude and agressive in his manner of speech. He was using capital letters and also sarcastically using ‘:)’. This made me feel extremely uncomfortable as I was unable to have my query answered as I felt Keynes becoming angry at my not understanding. This is extremely disappointing customer service from Netflix considering I have paid in the region of £650 across two accounts unknowingly as I only use one. Netflix have not been accommodating to me as a clearly loyal customer and the transcript of the conversation will be posted to social media to show Netflix do not value their loyal customers if Netflix are unable to provide a suitable remedy.
Suggested solution:
I would firstly appreciate an apology for the manner I was spoken to in. I would also appreciate this matter to be looked into I feel a larger refund is due especially given the poor customer service.
