Hi Mark, Thank you for contacting Netflix customer support. Here is the transcript from your recent chat.
You
I can't watch my Netflix because there is a message in the way. Please remove it.
Hannyli Netflix
Hi! Thank you for contacting Netflix. We'd appreciate you being responsive throughout this chat to prevent you from auto disconnecting. By the way, please make sure not to click "BACK" or close the chat while we are still talking. Let me check on your concern. Can I have your email address?
You
***********@******.com
Hannyli Netflix
And can you tell me the what is the message?
You
Your monthly price is increasing...
Hannyli Netflix
I see
Hannyli Netflix
You can acknowledge that message.
You
I can and I choose not to, I choose to enjoy the service I paid for through the end of the month.
Hannyli Netflix
As far as I can see on the account here, you are not affected with the price increase that we have. That message that you are getting is just a general message which we put to our app that is why you are seeing that message.
You
Yes, and it is blocking my ability to use the service I have paid for.
You
I am requesting that Netflix remove it.
Hannyli Netflix
To remove that message, you need to acknowledge it and it wont affect your account
You
I don't want to acknowledge the message. Period.
You
Please remove it from my account.
Hannyli Netflix
We cannot remove it, that is a system generated message. The only way to remove it is to acknowledge it
You
I would like to talk to your supervisor Hannyli, thank you.
Hannyli Netflix
As mentioned, the account won't be affected by that.
Hannyli Netflix
I understand but even my supervisor cannot do anything about it and they will tell you same thing.
You
I understand and would like to talk with your supervisor. Thank you.
Hannyli Netflix
Hold on please\
Carlos Netflix
Hi there, this is Carlos, one of the supervisors for chat.
Carlos Netflix
I'll just need to review the transcript real quick. I'll be right back.
You
Thank you Carlos
Carlos Netflix
You're welcome. :)
You
:-)
Carlos Netflix
So I do see here that you received the messaging about our price increase. It is true that our prices will be increasing with your current plan moving from 10.99 to 12.99.
Carlos Netflix
This new price will start on your next billing date of May 30.
You
All of that I understand
Carlos Netflix
On the messaging, there is an 'OK' or 'Remind me later' button that you can click so that you can proceed with your streaming.
Carlos Netflix
With both options, the new plan price will still take effect on May 30.
Carlos Netflix
If you choose to continue with your plan.
You
There is NO 'remind me later' - that would solve the problem.
Carlos Netflix
Oh I see. That's fine. You can still just click on the 'OK' button to acknowledge that you have received the message. The new price will take effect on May 30. So you will have the time to decide if you'd like to lower your plan.
You
Yes I know I can click on it. I am opting not to and it is hindering a service that I have paid for. That is the problem.
Carlos Netflix
You will need to click 'OK' and acknowledge it because all prices are increasing on May 30th.
Carlos Netflix
If you do not wish to opt into the new price, we understand if you wish to have it cancelled when this month ends. We do understand how important it is to manage finances.
Carlos Netflix
But all our plans will be finalized on the new price on May which is why we need the acknowledgment.
You
And I don't want to acknowledge it, I will make the decision at the end of the month.
You
I want to continue using the service that I have paid for.
You
Do you understand my point of view?
Carlos Netflix
Can you try refreshing your computer and trying to stream again?
Carlos Netflix
and try* to stream again
You
still getting the blocking notice
You
I am getting ready to get into a meeting - how can I follow up with you Carlos?
Carlos Netflix
No way to get back in touch but chat back in again unfortunately. But I've just checked with my support and we really need the acknowledgment.
Carlos Netflix
Either way, this is just a reminder and you can always make the decision to cancel if you don't decide to continue.
You
I would like to talk to a supervisor please Carlos
Carlos Netflix
You are already talking to me. :)
Carlos Netflix
I'm not sure what you mean by a supervisor.
You
And who is you direct report?
Carlos Netflix
We do have our manager but they no longer have the tools to be able to assist you since they handle managerial operations already.
You
Where do I go to continue this complaint against Netflix stopping me from using a service I paid for through the end of May?
Carlos Netflix
We do not have any department for this complaint but I would like to clarify that this is just a reminder and we are in no way stopping you from using the service.
You
Netflix is absolutely stopping me from using the service. Why would I be here then?
Carlos Netflix
We just need a simple acknowledgment that you have received our notification that a plan increase is arriving but you have the option to cancel or change your plan. It's not gonna happen till after a month.
You
So Netflix is stopping me from using the service I paid for until I am forced to acknowledge that there is a pay increase coming at the end of the month for which I have paid. Do you see how absolutely insane that is?
You
Carlos, you identified a sane solution to this, 'remind me later' - that would solve the problem of being held hostage.
Carlos Netflix
Give me a quick moment to check with our research team.
You
Thank you
Carlos Netflix
Hi there. Thanks for waiting.
Carlos Netflix
Just finished checking with our research team and it was true that we had a 'Remind Me Later' button previously but only because we sent the notifications in batches and we could send a reminder to the ones notified a bit earlier since the plan change wasn't gonna happen yet up until May.
Carlos Netflix
Now on the final batch of reminders, since by the end of your month you'll be billed on the new price right away we need your acknowledgment that you know the plan will increase.
Carlos Netflix
Anyway, we just require an acknowledgement that you know we'll be having a price increase.
You
I understand that you need that. Why bar me from using the service I PAID for until then?
You
Do you see what I mean? I have paid for May 2019. Block me after May 2019 if I don't click to acknowledge the pay increase. Doing it while I have paid for the service feels to me to be a criminal act.
Carlos Netflix
The thing is the service is on auto-pay so we'll bill you automatically with the new price.
Carlos Netflix
We want to avoid any issues that occur about customers telling us the did not know the price increase will occur, because it really will happen.
Carlos Netflix
they did not know*
Carlos Netflix
As I mentioned earlier, this really does not bill you anything. We just want you to let us know that you got the message.
You
I understand your concerns. You should not charge anyone who doesn't acknowledge the price increase, nor should you provide service. For me that would be *AFTER* May 30 2019.
You
From this message, it is clear that I have gotten the message. Now please let me use the service that I have PAID for.
Carlos Netflix
We still need for you to officially inform us that you got the message which is why you'll need to click OK.
Carlos Netflix
I understand what you mean and I'll let our team know about this to see if they can make changes to our reminders but this is the only way for the meantime.
You
If there is no other way that I can address Netfix management about this through an internal procedure, I suppose I will have to publicly discuss this.
Carlos Netflix
I'm not gonna be able to comment on that, but my goal is to resolve your issue today.
Carlos Netflix
This is really just a simple solution to get you streaming right away.
You
Then please get me to someone that can, I appreciate your time, and I understand you do not have the power to address my concerns. Please provide me an avenue to get my concerns addressed.
Carlos Netflix
Complaints and feedback reports are already handled here at customer service. Like I mentioned we'll have this noted but if you'd like another avenue you can write to our corporate address.
You
ok, please can you give me that address.
Carlos Netflix
You may Click Here to get the address
You
It sounds like *most complaints and feedback reports are handled through customer service* but not this issue and complaint.
You
Appreciate your time Carlos, I wish you were able to resolve this for me. Have a good day. Best, Mark
Carlos Netflix
I do understand and wished that I could have resolved your issue. I can assure you this will be properly channeled on our end as well.
Carlos Netflix
Thanks and take care. :)
You
Cheers
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