Netflix review: Membership on hold

Today, March 25, I received an email from Netflix informing me “that my membership is on hold” and that I need to “update my payment information by April 25, 2026” so I can keep streaming. This is the first communication I received from Netflix about any problems with my payment method. Netflix has been using this same credit card for my recurring monthly charge for the past few years. A charge from Netflix was posted on February 25, and the charge was paid by my credit card company. As of this morning, I am no longer able to access Netflix.
As directed in the email, I called customer service to find out why my membership was put on hold. I was told by the representative I spoke with that the charge had been declined by my credit card company and that I needed to contact my bank.
I contacted the credit card company who reviewed my charges. Netflix charged my card three times: March 8, on March 14, and again on March 22. Each of those charges was honored and paid by my credit card company. Netflix then refunded each of those transactions on March 12, March 20, and March 24. Netflix issued each of those refunds; the refunds were not requested by my credit card company or by me. My credit card’s fraud protection department had not flagged the charges or notified me of any concerns about fraud. I had not disputed any of the three charges, nor had I initiated any refund request from Netflix. Since the refunds had been issued by Netflix, my credit card company directed me to follow up with the vendor (Netflix).
After speaking with my credit card company I called Netflix again. I was told that my card had been flagged for fraudulent activity by Netflix and that I could provide a different credit card to pay my monthly bill. The customer service representative told me no information could be provided to me about why my card had been flagged as fraudulent or why Netflix had refunded my credit card three times. I asked to be transferred to the customer service representative’s supervisor. The conversation with that next person was the same, as were the replies. I then asked to speak to the supervisor’s superior. I was told that there is no such person. When I asked for the name of the person I was speaking with, I was informed that Netflix customer service only provides the representative’s initials (in this case, “GG”). I asked for the initials of the first person I spoke to, and at this point in the conversation was told that “GG” didn’t know who had passed my call to them and that they were, in fact, not a supervisor. “GG” reviewed the recording of the previous call but couldn’t provide me with a name or initials.
As you might imagine, I am frustrated by Netflix’s “customer service” and their inability and unwillingness to resolve an issue they created. I am confused about why my account was flagged and why no notification was sent once the account was flagged. I am surprised that I wasn’t contacted by mail, email or phone until after my account was suspended. I am dismayed that Netflix won’t provide the names of the representatives I spoke with or provide a way to elevate my problem to someone with access to the information needed to resolve the issue. I am angry that my concern about any impact on my credit rating and my ability to use a service I have used since 2007 was dismissed. At this point, I have cancelled my Netflix account to protect myself from further problems caused by Netflix, as I worry that the request for a new payment method indicates that Netflix itself is engaging in fraudulent activity.
I would appreciate hearing from Netflix about my concern and the customer service I received. I would consider resuming my Netflix membership if they can address the problems outlined above.