Complaint Review: Netflix

I cancelled my DVD service in August 2011 and they said they have no record of it.  I talked to Britton 87981 at the Portland Oregon Customer Service and he told me that he has records that state the last day I received a DVD "If we had no moon" was May 6th, 2011 and mailed it back may 16 2011 it was marked "Lost in the mail" (and that was not the first time that had happened).  

I kept my streaming but cancelled the DVD service because I was tired of that happening and they continued to bill my credit card.  I called today one and a half years and they told me that they can only credit me three months (even though they have in their records that I have not received a DVD in the mail since May 2011).  They told me that they do not have it in their records that I cancelled the DVD service.  

Later I found the email where they gave me a partial credit for the remaining month after I cancelled the service.  I called back and talked to Sam T. Wright.  I assumed that the partial refund was proof enough, but according to customer service it was not.  When I gave Netflix a reference number they told me that it referred to a lady named Amy Yates, (maybe her DVD service was interrupted, I have no idea.)  The supervisor got on and sounded like a broken record, repeating the same script over and over, no matter what I said the response was.  "I have decided that you will get a three month refund and I am being generous to you as according to our guidelines you are only entitled to one.  

Yes I believe you called in and I see you have not received any of our DVD's since May of 2011.  However, because we don't have a record of you canceling and no one put an explanation in the notes section as to why you got a refund on August 6, 2011 we feel that this is an appropriate compromise"  I asked to speak with their manager they told me his name was Steve Anderson and he is not available to talk to me, that the phone line ends with a supervisors call, final decision.  They gave me the following dead letter address to write my complaint.  It is ironic that Reed Hastings, one of the founders of the company was inspired to create Netflix because he hated paying all of the late fees. 

Netflix Inc.
100 winchester circle
Los Gatos, CA 95032


EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder RipoffReport.com Author of www.ripoffrevenge.com

Rip-off Report PO Box 310, Tempe, Arizona 85280