The Procon (Consumer Protection and Defense Program) of the State of São Paulo notified Netflix to clarify a supposed increase in the number of complaints from subscribers during the quarantine period.
According to the entity, the streaming platform has practiced duplicate charges and even made changes to the subscription plan without the client’s authorization. In some cases, Netflix would be holding the consumer responsible for the problems.
The notification mentions that the company has up to 72 hours to respond to Procon-SP and provide explanations on what procedures it uses to prevent the contracting of its services through fraud or misuse of data.
Other questions that appear in the document include:
what are the criteria used to assess negligence or exclusive fault of the consumer; and what procedure was adopted to solve the demands of the problems mentioned above and also the demands registered in Procon-SP.
The platform must also respond if it has provided specific channels to meet increased demand and hiring. Responding to the notification, Netflix forwarded a note to the UOL portal:
The security of our subscribers’ accounts is a priority for us, and we are working to improve the way we deal with issues like these.
The advisory also sent a page where it offers tips on how to keep the account safe and the subscriber’s personal information protected.