I have recently discovered I had two accounts running simultaneously with Netflix for 23 months. Alongside the account I use at £8.99 a month, I had a second costing £11. Both were registered to the same email address.
Despite the fact that Netflix acknowledges the second one has never been used, it refuses to refund me more than six months’ worth of payments. So I have paid more than £200 for a service I have never used. It won’t say why it won’t refund in full.
I work for a charity on a zero-hours contract and earn £500 a month. I know I should have discovered this mistake sooner but I could really use the money. GC, by email
Lots of companies have these six-month maximum refund policies, although there doesn’t appear to be any reference to it in the streaming site’s terms and conditions.
Given your circumstances I asked Netflix to take second look at this. Even though you did set up the second account, it has now agreed to refund you the other months, too, as a gesture of goodwill. You are hugely relieved.
Despite its huge customer base, complaints to Consumer Champions about Netflix are incredibly rare.
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