Netflix complaint procedure

Neil_Jones

astender wrote: »

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.

What you would do and what Netflix do are two entirely different things, there would probably be legitimate issues as to why one would need two accounts with the same card information.

Anyway from the point of view of money, Netflix is from £5.99 a month. Your example sounds like an advertising campaign which do get repeated ad-nauseum for weeks, months, years on end so not really a fair comparison.

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".

Except its not a fraud issue. You created an account in an attempt to resurrect a dormant account and somehow ended up with two. That's not fraud by any stretch of the imagination.

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?

This sounds like a business to business arrangement. Businesses bend over backwards and then some more to look after their largest customers particularly if they are larger businesses and a large online retailer.

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.

You've already been offered three months, take it and donate that.

[Deleted User]

astender wrote: »

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

So everybody who disagrees with you on here(that's everyone BTW) works for Netflix? Oh dear.

I have fraud protection myself, it consists of checking my bank accounts and not signing up for a service one week and then doing the same again further down the line for the same exact service. I'd heavily recommend it to you.

As said above take the offered refund and double it for your donation to charity.

sal_III

astender wrote: »

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. Doesn't make you right, but feel free to keep on fighting, please update us with the result

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. Don't forget to service your tinfoil hat for the new year, do you seriously believe anyone here works for Netflix, yet alone everyone who disagrees with you (which is basically everyone)

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? Maybe part of their escalation procedure is not to waste the manager's time with clear cut cases where they are not at fault?

They also have refused to accept my Data Subject Request, which would actually show exactly how my primary and ghost accounts are being used. Did you actually submit a DSR using the correct process or just asked then on the phone? Irrelevant anyway since the usage is irrelevant. Even if you didn't use the second account you knowingly activated it and paid for it.

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. Other customers are probably unlikely to end up in your situation. Most people have one Netflix account and pay attention to their bank statements. Still noble of you for fighting for the cause.

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. You really don't need special algorithms and controls, 5min/month going through your bank statements should be routine for every adult in this day and age.

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. But they did offer you a refund, just for 3 months as per their process, which reasonably expects people to catch double payments in a couple of months. Using your analogy, it would be one of your clients paying for 2 websites with the same credit card, then a year later coming back claiming they never wanted the second website and asking for half their money back, would you have refunded them, despite having a contract signed for it?

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

Bottom line is Netflix didn't do anything wrong. They even offered you a refund for 3 months which is a reasonable amount of time for someone to notice the extra charges on their CC

You made a mistake and now look for someone to blame. Accept your responsibility and move on.

Your main beef is that there is no automated process to decline the same cc being used for a second account. I'm fairly sure there are more legitimate cases for wanting 2 Netflix accounts on the same CC with the same billing address, than people that end up in your situation.

For example you might want to watch on more than 4 devices at the time.

edit: spelling

tempus_fugit

astender wrote: »

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.

Re the BIB, a lot of people say this, but as they never give us the full story in the first place, then they’re abviously going to get replies that don’t take “the full story” into account. If you want that, then give us “the full story”.

I have to say, though, that on the information given I agree with the other posters. It’s up to you to manage your accounts and finances properly, not expect organisations to keep an eye on the mistakes you make at every turn. They can’t do this as it would take too many resources. Keep track of your own accounts and finances and all will be fine. And as others have siad, the three months refund seems a good result to me. Worrying about “what they should have done” is a waste of energy, IMO.

eddddy

From your posts it sounds a bit like:

You made a mistake and you lost some money as a result. And you're having trouble coming to terms with that.

So you're trying to convince yourself (and others) that it's Netflix have made the mistake, rather than you.


I'd be tempted to take a step back, and regard the 3 month refund that you've already got as a victory - and move on to other more productive things.

[Deleted User]

astender wrote: »

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.

Nobody who has responded to you has any affiliation to Netflix and the moderators here are paid staff who do not engage in forum conversations.

Instead, ask yourself this, are the overwhelmingly negative responses due to the fact that you don't actually have a valid complaint and that Netflix have already made a generous goodwill gesture?

Your "complaint" is that you were somehow able to open two accounts with the same payment details. Why would any "algorithm" at Netflix flag this up? You can basically have as many accounts as you want to pay for and Netflix is by no means the only company which would allow this without question.

It is your own responsibility to ensure that any purchases you might make in error are quickly identified by either checking your online Bank account(s) regularly or, at the very least, thoroughly checking your monthly statement(s).

It is not Netflix' responsibility to identify your errors for you.

You might just as well query why your Bank didn't identify that you were paying for two Netflix accounts. You haven't done that too, have you?

simplejack

Same thing happened to me. Did you mange to get anywhere with this?

Netflix offered 6 months refund and cancelled my inactive account. Generous, given the circumstances and that its a proactive sign-up service. I had one account as a direct debit and another via paypal. 

There was no official complaints procedure, no head of customer services, nobody to escalate the issue to. They have an online live chat and  a phone number for the help team; whose advise is system generated. If you want to pursue it further they give you the email address of their legal department. It was clear they were used to dealing with this issue. It was also very clear that the responsibility is yours - not theirs - to cancel an unwanted service. 

I saw in the news as of May 2020 Netflix plan to cancel inactive dormant accounts - which equates to <0.5% of their membership base. 

The only lesson I took home from all of this was take responsibility for your finances and review repeat payments regularly. Just glad it happened with an £8.99 monthly payment and not something catastrophic. Hope this helps!

Best wishes.