Netflix complaint procedure

Netflix allows for the creation of 2 or more accounts using the same credit card without ANY checks or alerts!

I created an account. 7 days later, on another device at home, I reactivate an account which was dormant, now this is very important: BOTH accounts have exactly the SAME home address and credit card.

OK, I should have fewer emails and credit card transactions and should have detected the issue earlier...

However, Netflix should never have allowed a second account on the same credit card without alerting the cardholder! This is an anomaly which Netflix or its algorithm does not bother to check.

I contacted Netflix and spent over 2h with them on a chat line. Neither the customer services representative nor the supervisor were able to resolve or escalate the issue. They could only do what the computer script told them, which is to provide a max refund of 3 months. Very, very disappointing. :(

Any ideas how do I escalate and lodge a formal complaint? I have found a good complaints bureau or ombudsman in the US, but not sure how to do it in the UK.

I have the full transcript of the entire conversation with names and sensitive information redacted. I am reluctant to post it here, I'd rather send it to a Netflix representative.

Thanks!

Alex
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Comments

  • Korkyb
    Korkyb Posts: 621
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    Sorry but I don't think Netflix is responsible for your error.


    Hope it didn't take too long for you to notice the extra payment.
    Was it really "everybody" that was Kung Fu fighting ???
  • Netflix isn't at fault here ....you are.
    Get over it .
  • huckster
    huckster Posts: 4,776
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    alfie1950 wrote: »
    Netflix isn't at fault here ....you are.
    Get over it .

    Agree.

    Alex, I hope you don't always presume it is someone elses fault.

    The advice must be to keep track of all your accounts and self manage your spending.

    Why don't you set up a speadsheet list of all of your subscriptions etc ?
    The comments I post are personal opinion. Always refer to official information sources before relying on internet forums. If you have a problem with any organisation, enter into their official complaints process at the earliest opportunity, as sometimes complaints have to be started within a certain time frame.
  • eddddy
    eddddy Posts: 16,127
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    astender wrote: »
    Any ideas how do I escalate and lodge a formal complaint?

    It sounds like you've made a complaint, and Netflix have given you their response.

    If you feel that Netflix have breached their contract with you (including any statutory contractual rights), you could investigate taking legal action against them.

    But, TBH, it doesn't sound like they've breached any contract terms.

    Beyond that, you can show your dissatisfaction with Netflix by refusing to do business with them in future, and advising friends/family to do the same. But that's probably all you can do.
  • DCFC79
    DCFC79 Posts: 40,595
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    astender wrote: »
    Netflix allows for the creation of 2 or more accounts using the same credit card without ANY checks or alerts!

    I created an account. 7 days later, on another device at home, I reactivate an account which was dormant, now this is very important: BOTH accounts have exactly the SAME home address and credit card.

    OK, I should have fewer emails and credit card transactions and should have detected the issue earlier...

    However, Netflix should never have allowed a second account on the same credit card without alerting the cardholder! This is an anomaly which Netflix or its algorithm does not bother to check.

    I contacted Netflix and spent over 2h with them on a chat line. Neither the customer services representative nor the supervisor were able to resolve or escalate the issue. They could only do what the computer script told them, which is to provide a max refund of 3 months. Very, very disappointing. :(

    Any ideas how do I escalate and lodge a formal complaint? I have found a good complaints bureau or ombudsman in the US, but not sure how to do it in the UK.

    I have the full transcript of the entire conversation with names and sensitive information redacted. I am reluctant to post it here, I'd rather send it to a Netflix representative.

    Thanks!

    Alex

    My advice

    Accept the refund of 3 months and move on.

    The only problem here is that you didnt notice the extra money leaving your account.

    Can I ask what exactly would your complaint consist of ?
  • Neil_Jones
    Neil_Jones Posts: 8,805
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    astender wrote: »
    Netflix allows for the creation of 2 or more accounts using the same credit card without ANY checks or alerts!

    I created an account. 7 days later, on another device at home, I reactivate an account which was dormant, now this is very important: BOTH accounts have exactly the SAME home address and credit card.

    So? No end of providers will let you have multiple accounts using the same credit card. Not many (if any?) providers will let you have multiple accounts with the same email address which is a different thing.
    OK, I should have fewer emails and credit card transactions and should have detected the issue earlier...

    However, Netflix should never have allowed a second account on the same credit card without alerting the cardholder! This is an anomaly which Netflix or its algorithm does not bother to check.

    This is not an anomaly . Create two accounts elsewhere, use the same card details for both of them and the same thing will happen - nothing.
    I contacted Netflix and spent over 2h with them on a chat line. Neither the customer services representative nor the supervisor were able to resolve or escalate the issue. They could only do what the computer script told them, which is to provide a max refund of 3 months. Very, very disappointing. :(

    Any ideas how do I escalate and lodge a formal complaint? I have found a good complaints bureau or ombudsman in the US, but not sure how to do it in the UK.

    Take the refund and move on. This is not a Netflix issue, this is an "Alex" issue.
  • Stenwold
    Stenwold Posts: 198
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    You're lucky to be offered three months refund, seeing as Netflix did nothing wrong.


    Lessons learned and carry on, this isn't a battle worth fighting.
  • Have to agree with all of the above, absolutely it's your fault and the fact that Netflix will give you 3 months subscription back is very generous.

    I'm not aware of any company that would flag up a problem with more than one account with the same payment details or address. Time to stand up and take responsibility for your mistakes.
  • I wholeheartedly respect your points of view. Even where you disagree, sentence by sentence, it only makes me want to fight for what I believe with more strength.

    The same way you don't know my background or the full story, I can't dare judge what you say is right or wrong. Also, I don't know if if anyone here is a moderator of any sorts, work for any company associated with Netflix or if there's any other interests. You may be just consumers like me, looking for justice and trying to help.

    To be fair, I was not looking for sympathy, nor I was trying to test my case. I really just wanted to know what is the complaint procedure at Netflix!

    A company of that size MUST have an escalation process, but I can't find it and they refused to provide me with the information. Does anyone know?

    They also have refused to accept my Data Subject Request, which would actually show exactly how my primary and ghost accounts are being used.

    This is not about the money. £100 back for an unused unnecessary duplicated account would be really nice but it would not resolve the actual issue, not protect other consumers.

    I realise that my algorithm and controls should be better. Perhaps i.shoild plug my credit cards on Xero like I have done with my companies and have other people helping check.

    The most important point is the iprinciple! I have been a digital services provider for a long time, and I have NEVER charged my client twice for the same service. I have had clients double paying and I have given the money back. It is like a customer ordering a website,.10 email accounts, a social media campaign and a broadband and the following week the same customer, at the same address, using the same card, buys exactly the same same services again. Hum, something is wrong here, you'd thing. Or would you say "Yeah, the customer has ordered the same stuff again, and is paying for it, haha, great!" Surely that's not what's happened, it is all automated, if a client says anything, we have a team in the far East trained to read a script and fob off customers.

    The second point is fraud prevention. At this day and age, a company like Netflix has the people,. systems and resources to implement security measures like two purchases from the same card, for the same service. I can't expect a courtesy call from a giant, of course not, but an automated message "Dear Customer we noticed your card has been used twice within 7 days to repurchase a service. Do you recognise this transaction? If you have any concerns,.please contact us,.otherwise disregard this message and enjoy Netflix".

    One of my clients, the largest online retailers in the world and also a content provider, has the habit of treating customers with the utmost respect. If you say the product is not adequate, you get a refund. If someone clicks on a PPV series many months later I complain and get the money back, why a content provider like Netflix can't make half the effort?

    Please disregard spelling mistakes, it is really late (or early) and the font is tiny on the phone.

    Also, please do not worry about it too much. It is my s**t to resolve. But if Netflix show they will improve their customer service, potential issue detection and give me a full refund, I will donate the money to Cancer Research! With gift aid, of course.

    Happy Christmas! :beer::T
  • Korkyb
    Korkyb Posts: 621
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    edited 18 December 2019 at 3:48AM
    Hi Astender


    I appreciate what you are saying but I really don't think you will get anywhere.

    Off the top of my head I have at least 2 live accounts (different email addresses but same credit card) with:

    - John Lewis

    - Debenhams

    - Amazon (more than 2 accounts...)



    - I also had 2 accounts with ee with 2 lines on each account.


    None of those companies have ever contacted me to highlight the issue.



    I opened the above multiple accounts deliberately (likely to maximise some offer / discount they had at the time) & there are probably folks out there who have multiple Netflix accounts & who have a valid reason for doing this.



    Firing an quick email to Netflix complaint dept (wherever that may be) may be worth a whirl but I hope you don't spend too much time on this.


    Life really is too short.


    Hope you have a great Christmas :-)
    Was it really "everybody" that was Kung Fu fighting ???
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