Unacceptable Customer Service by Netflix.

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3puttssuck

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#247810 24-Feb-2019 14:04

Long story short,

We cancelled a US Netflix account in Aug 2016. We have the confirmation email that they did this. They then continued to charge our Credit Card. We also have an NZ account so didn't see the charges still be charged to our CC. Yes, I know, we should check our statements better.

Anyway, we chatted online with them and they said all they could do was give us 3 months back and to contact our CC issuer. We talked with the CC issuer and they said it was up to Netflix.

Back to Netflix chat, same story but they said they could give us a further 3 months back and to contact our CC issuer.

We ask for an email address of the most Senior Customer Service person and were told they don't have that information to give out.

We then called the 0800 number on the website. Asked for the email address again and were told to send a letter and all supporting documents via snail mail to their corporate office in the US.

Told that for security purposes they can't give out email addresses.

WTf, it's 2019.

So we can't get our money back without jumping through hoops !!

mattwnz

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#2186294 24-Feb-2019 14:05

Why isn't your credit card comapny helping. If you show them you canceled it, then that should be all you need.

3puttssuck

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#2186295 24-Feb-2019 14:06

mattwnz:

Why isn't your credit card comapny helping. If you show them you canceled it, then that should be all you need.

They say that they can only go back 3 months also? I did struggle with that also.

mattwnz

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#2186297 24-Feb-2019 14:10

OK. I think it is a partly a lesson in checking your bank statements requally. Although if you have confirmation from them they they cancelled it, they should also do the right thing, unless they are disputing you cancelled it. I wonder if they have link both the NZ and US accounts somehow and that was why it was still active.

tardtasticx

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#2186338 24-Feb-2019 14:31

I reckon you'd have better luck chasing this with your card issuer, they're more likely to escalate it to a complaints person. But in the end you might just need to take it as a hard lesson going forward.

eracode

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#2186400 24-Feb-2019 16:12

mattwnz:

OK. I think it is a partly a lesson in checking your bank statements requally. Although if you have confirmation from them they they cancelled it, they should also do the right thing, unless they are disputing you cancelled it. I wonder if they have link both the NZ and US accounts somehow and that was why it was still active.

It’s correct that a CC issuer will only give you a maximum of three months refund in a situation like this - on the basis that it’s your responsibility to check the statement each month. It’s a bit much to cancel something then not check that the payments have stopped, find out two years later that they didn’t stop - then expect the issuer to refund you.

Sometimes I just sit and think. Other times I just sit.

networkn

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#2186401 24-Feb-2019 16:19

If you have an email confirmation that they were cancelling your account, that is all you need. I wouldn't even talk to your CC company, this is categorically a Netflix issue.

I had a similar thing with insurance I cancelled on my apartment before I moved in with my wife, and in the end they gave us a full refund. Was a little bit of persistence required, but to me it's pretty clear cut. (They actually charged me for around 10 years, but I mistook it for one of my other policies.

I'd persist and politely insist, that they have not been providing the service, and yet still charging and you have confirmation in writing, the end.

You should check your statements more carefully, but you already know that, but Netflix has ultimate responsibility for continuing to charge you when they shouldn't have.

reed.hastings@netflix.com

Slighty overkill, but it will thrown down the chain till someone appropriate gets it.

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3puttssuck

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#2186405 24-Feb-2019 16:42

eracode:

mattwnz:

OK. I think it is a partly a lesson in checking your bank statements requally. Although if you have confirmation from them they they cancelled it, they should also do the right thing, unless they are disputing you cancelled it. I wonder if they have link both the NZ and US accounts somehow and that was why it was still active.

It’s correct that a CC issuer will only give you a maximum of three months refund in a situation like this - on the basis that it’s your responsibility to check the statement each month. It’s a bit much to cancel something then not check that the payments have stopped, find out two years later that they didn’t stop - then expect the issuer to refund you.

I don't expect the issuer to refund me, I expect Netflix to refund me.

3puttssuck

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#2186406 24-Feb-2019 16:42

networkn:

If you have an email confirmation that they were cancelling your account, that is all you need. I wouldn't even talk to your CC company, this is categorically a Netflix issue.

I had a similar thing with insurance I cancelled on my apartment before I moved in with my wife, and in the end they gave us a full refund. Was a little bit of persistence required, but to me it's pretty clear cut.

I'd persist and politely insist, that they have not been providing the service, and yet still charging and you have confirmation in writing, the end.

You should check your statements more carefully, but you already know that, but Netflix has ultimate responsibility for continuing to charge you when they shouldn't have.

reed.hastings@netflix.com

Slighty overkill, but it will thrown down the chain till someone appropriate gets it.

Thanks for the email address, much appreciated.

eracode

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#2187663 26-Feb-2019 16:34

3puttssuck:
eracode:

mattwnz:

OK. I think it is a partly a lesson in checking your bank statements requally. Although if you have confirmation from them they they cancelled it, they should also do the right thing, unless they are disputing you cancelled it. I wonder if they have link both the NZ and US accounts somehow and that was why it was still active.

It’s correct that a CC issuer will only give you a maximum of three months refund in a situation like this - on the basis that it’s your responsibility to check the statement each month. It’s a bit much to cancel something then not check that the payments have stopped, find out two years later that they didn’t stop - then expect the issuer to refund you.

I don't expect the issuer to refund me, I expect Netflix to refund me.

.... but you said “They say that they can only go back 3 months also? I did struggle with that also.”

Sometimes I just sit and think. Other times I just sit.

networkn

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#2187667 26-Feb-2019 16:40

@3puttssuck

How are you getting on?

3puttssuck

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#2187684 26-Feb-2019 17:36

networkn:
@3puttssuck

How are you getting on?

I’m out of town on business at the moment so it’s on the back burner for a day or 2

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DimasikTurbo

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#2187696 26-Feb-2019 18:06

Your best chance to resolve it with netflix directly.

Although both Visa and Mastercard have 180 days timeframe for DISPUTING transactions from the day of purchase, New Zealand banks (ASB and BNZ last time I checked their TCs) adopted different approach and give only 30 days from the date of card statement. Disputing transaction/requesting a charge back goes through visa/Mastercard and it adheres to their rules.

mattwnz

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#2187702 26-Feb-2019 18:23

30 days isn't long considering it can take longer than that for items to arrive from overseas.

3puttssuck

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#2187729 26-Feb-2019 19:51

eracode:
3puttssuck:

eracode:

mattwnz:

OK. I think it is a partly a lesson in checking your bank statements requally. Although if you have confirmation from them they they cancelled it, they should also do the right thing, unless they are disputing you cancelled it. I wonder if they have link both the NZ and US accounts somehow and that was why it was still active.

It’s correct that a CC issuer will only give you a maximum of three months refund in a situation like this - on the basis that it’s your responsibility to check the statement each month. It’s a bit much to cancel something then not check that the payments have stopped, find out two years later that they didn’t stop - then expect the issuer to refund you.

I don't expect the issuer to refund me, I expect Netflix to refund me.

.... but you said “They say that they can only go back 3 months also? I did struggle with that also.”

Only in the context of, if they were liable, then 3 months was a surprise.