I received an email from Netflix at **:** PM Eastern on Thursday, February **th that th...
GetHuman2214631's customer service issue with Netflix from February 2019
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The issue in GetHuman2214631's own words
I received an email from Netflix at **:** PM Eastern on Thursday, February **th that there was a new sign in to my account from Saint John, Antigua & Barbuda (February **th, *:** PM PST). I was asleep at the time. One minute later (**:** PM EST) I received an email stating that Netflix changed "*my* account email address, as *I* asked. *I* will no longer be able to use *****@***.com to sign in to Netflix, please use *my* new email address." I did not make a change to my email address. The message also states "If you did not ask to change your email address, we are here to help secure your account, just contact us." I called Netflix at *.***.***.**** at *:** AM EST on Friday, February **th to secure my account. They asked for the credit card associated with my account to validate my identity. However, since I started my Netlfix account in ****, my card has been replaced several times (due to expiration, suspected fraud, etc.). Never during the ** years have I been asked to update my card. I explained this to the customer service representative and said there was no way I could know the number she was asking for. She asked me to look back in old emails for my credit card number. I explained that credit card companies do not use credit card numbers in emails because that is not secure. I asked if there was other information I could use to confirm my identity (my phone number, locations of valid sign ins, the last two episodes we watched on my account last night, information about user profiles, etc.). She said no. I asked to speak to a supervisor (a minimum of * times). She said none were available. I was on the call with this individual for ** minutes. During that time, I asked if she could do a system override and revert the account back to my old email address, suggesting there would be no harm because the true owner of the account would be able to access this. She said there was no way to do so, because she had no way of knowing the new email address that had been associated with the Netflix account. I explained that made no sense, the system would have to have that email address on file because that is what is used to validate a login and the system would have to have that for authentication. (At this time, I heard someone in the background say, "That's a good point.") She said she would cancel my account* I asked her not to do this because I did not want to lose my list (and the ** years of metadata Netflix has compiled about shows I like and recommendations). She said I shouldn't worry and she would cancel my account. She told me that if I created a new account and used the same email address the system would recognize this and associate my old account (and list and preferences) with the new account. So, even though I repeatedly asked her not to, she canceled my account. I then created a new account (at her direction) using the old email address. And, much I expected, it did not transfer any of my old preferences (or list, etc.). She then asked me three times if I could log in to my account and if there was anything else she could do to help. I repeated three times that I was waiting for my list to show up as part of my profile. On the third time, she said that would not happen because my old account had been wiped from the system. So, all of my fears came to fruition. During this time, while setting up a new account, I was asked to provide my phone number for account recovery - when I asked the CS representative why I could not provide my phone number to prove my identity, she said it was just to recover email and not to validate identity. I do not understand that logic (essentially I was trying to recover my email, which had been fraudulently changed). I also asked about the fact that in creating a new account I was no longer grandfathered in to the lower fees of the previous account (which I have had since ****). She said there was nothing she could do. This was seriously one of the worst customer service experiences I have ever been part of. Not only did the representative not assist me with recovering my account, which the original email from Netflix said would happen, but it was also insulting as there were several times where the representative did not appear to be listening or responding to my frustrations and concerns.
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