Netflix customers in New Zealand have taken to social media to vent their anger after multiple billing errors left them over-charged.
Customer Matthew Rule says there was "nil response" from Netflix when it first charged him seven times for a single month's usage. The extra charges maxed out his partner's credit card.
He has been in contact with the video streaming service four times since noticing the charges at the start of November, and says he is frustrated with the company's response.
"They try to fob you off and say 'their technicians are working on it' and 'they didn't want to make any promises'. I suggested they investigate further or else I would be going to the media."
Mr Rule says while they were lucky their credit card had a low limit so they noticed immediately, left unnoticed it could have had a big impact.
"If this had stopped rent or power going out, if our card had bounced, it could have impacted our credit rating and we're trying to purchase a house.
"We have appointments with banks and they're assessing our financial criteria."
Netflix has apologised to Mr Rule and offered two months' free streaming. But Mr Rule says he doesn't care about that, and is contemplating discontinuing his subscription.
"Our problems aren't solved - we haven't got our money back."
Other customers have taken to Facebook to voice their frustrations. David Pearce commented on one Netflix post: "When are you going to refund everyone you over-charged last month! Charged six times for one account, repeated phone calls, getting nowhere. Terrible customer service. Sort it out!"
Mr Pearce told Newshub Netflix blamed his bank when he was overcharged. He has also gotten nowhere with repeated phone calls.
"Taking more than what they should, then not refunding it straight away is almost criminal. Technically that's stealing."
He says he is tempted to cancel his account, but is worried that will mean he definitely won't receive a refund.
Ashleigh Mcpherson wrote on the Netflix Facebook page: "Netflix, when are you planning on refunding the money that you have taken from multiple customers' cards? We are still waiting for our $260 to be returned after your processor took our membership out 16-17 times! It has been two weeks now."
A Netflix Australia/NZ spokesperson said they were aware that a small number of Netflix users in New Zealand had experienced multiple charges on their account.
They say the problem has been resolved and refunds will be processed within three to five working days.
Newshub.
