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Original Comment Dear Mr. Reed Hastings. I hope that as a business man you take time to read my story and the below stories. In business, you need to be relational and realize that reputation is everything. These are real consumers who used your business in honest ways. We continue to see the fallout of US business because the words honesty and customer service are gone. I wish you well in your future with Netflix and would recommend searching/goggling all of the social media remarks and turning the stories into positive endings. I believe that all of the below stories of charging accounts wrongly occured within the time frame of your companies growing pains. It is our honest money that your company dishonestly took. I found the following clip from an article Seeing RED published in Vanity Fair February 2012 interesting. This is a clip taken from the article written by Wiliam D Cohan. Since this was not rocket science, it took about a nano-second for Netflix's 24 million or so customers to realize that they were being hit with a 60 percent price increase; what had once cost $10 a month would now cost $16. Even though the price to see a first-run movie in a theater on the nation's two coasts averages around $13 per ticket, the social networks and the blogosphere lit up with such instant fury you might have thought Hastings had dropped a nuclear device on his customers. Greg Heitzmann, a University of Missouri graduate, was typical of the nearly 13,000 people who went on the Netflix Blog to express their anger: "To say the least, I am shocked and appalled at your recent behavior," Heitzmann wrote. "Your nominal price increase, while unexpected, does not deter my loyalty. However, your mouthpiece Jessie Becker's presentation of this upcharge-as an added choice for my own benefit-insults my intelligence and reveals the breadth of your arrogance. Had I been treated like an adult and informed of these changes in a straightforward, honest manner, perhaps we could rekindle our spark. Unfortunately, this course of action is no longer available; your condescending and manipulative tone has irreparably ruined our relationship." Heitzmann canceled his subscription. He was not alone. More than 800,000 Netflix subscribers dropped the service within months of the July announcement. As customers continued to flee, Hastings leapt into the fray to try to explain. "I messed up," he wrote on the Netflix Blog on September 18. "I owe everyone an explanation. It is clear from the feedback over the past two months that many members felt we lacked respect and humility in the way we announced the separation of DVD and streaming, and the price changes. That was certainly not our intent, and I offer my sincere apology." "We weren't doing the price change to raise profits or something," he elaborated to me. "We were doing it because we were so focused on becoming the streaming company and the global streaming company that we always wanted to be, and always have wanted to be." He said that he sees the future of Netflix similarly to how big telephone companies see their futures in wireless, rather than in landline, phones. "Most companies that are great at something-like AOL dialup or Borders bookstores-do not become great at new things people want (streaming for us) because they are afraid to hurt their initial business," he wrote on the blog. Taken from an article found by Googling Netflix CEO Hastings took the blame for the failure to communicate better with customers. "In hindsight, I slid into arrogance based upon past success," he wrote. "But now I see that given the huge changes we have been recently making, I should have personally given a full justification to our members of why we are separating DVD and streaming, and charging for both. It wouldn't have changed the price increase, but it would have been the right thing to do." Here is my story. My husband asked me about the Net Flex charges coming out of our checking account. I told him that after our last conversation about "budget cuts" I called to cancel the account with Net Flex via phone because the charges were going to double with the new pricing Netflix announced. Of course, Net Flex shows no record of this~ I went back into my archived emails and have not received any marketing materials via mail or email since the date of closing my account in 2012 So honestly,I considered this account closed. They continued to charge my account every month. Spoke to Home Office today and all they can do is say sorry and refund me 1 month. I asked politely to reconsider? look at my account do you see any activity? any emails to me? Even meet me half way? The answer reluctantly was sorry we don't but that is all we can do. I found these too. Looks like I am not the only one. Customer service and long term profitability all rely on one thing~ HONESTY I have been being charged twice every month on my credit card for Netflix service for 2 years now, ever since going to streaming instead of CDs. I called them and they said they only show that I was being charged once a month and said they searched their entire system and they have no other charges under my number. I called the credit card company and they investigated with me. They found that it had been going on since Jan. of 2012. This is now Jan. 2014. I didn't realize it had been that long. I procrastinated on this for a few months but they refuse to admit that they are double charging us. I cancelled that card number out of Netflix and we're still getting charged. I am out $191 so far, need to see if it comes through again this month. If someone decided to do a class action suit, I'm in as long as I don't have to lay out any more money. Netflix has been double billing me for months (after I requested that the double billing be remedied). They were unable to find my double accounts via my name and had to check via the credit card #. They could have done this back in March when I called, but did not. They are now waffling about whether or not I will get a refund for anything else but last month's double billing. I will definitely cancel my membership if the refund is not for the complete amount. Especially since I've called about this problem already. This is not the way to keep customers. Netflix over charged me for over a year by charging 2 different accounts even though one had no account activity on it. Once I finally realized it, I complained and was told they would only refund 2 months' worth of charges on one of the accounts. I told them to close the accounts so I would not be charged any more. After some time I wanted to sign up for Netflix to watch a show that is only available on cable which I don't have and Netflix. When I tried to sign up, I was told a permanent block was put on my debit card and my account was listed as having fraudulent activity. There was no fraudulent activity except on Netflix's account and I never told them to put a hold on my card. They refuse to take the block off of my card or take the fraud label off of the account. I suppose so they can try to justify overcharging me for so long. The only people that will communicate with you are first level lackeys that keep repeating the same thing over and over. This company has horrible practices, horrible customer service, and no one who is willing to take responsibility for any errors they make. I understand I am just one of many who have been overcharged by this sham of a company and also not able to find someone who is willing to fix the problem. There's needs to be some oversight and investigation into Netflix.

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