My name is Anna. I work at Netflix. Times 7.

Dear… “there”?

I know, Netflix has some great content, and it’s great you’re passionate about it. So passionate! You’ve tried to create an account three times! Shame… you used my email.

Dear Netflix,

I appreciate you send me an email when the account is created, and that you’ve a procedure to deal with it by checking the Privacy Policy and contacting your privacy department. Yet, it would be so much easier if you just verified the email in the first place, instead of just an “Unsubscribe” link that clearly still keeps the account active.

Also this is not an acceptable behaviour for you registration system:

“Thank you for your email and feedback. We currently do not require registrants to verify their email address when signing up or restarting our service. We are constantly working to improve and will consider your input”

Netflix Privacy Team
  • 2019 Sep 26 โ€” ๐ŸŒŸ Anna from Netflix welcomes me for creating a new account.
  • 2019 Sep 26 โ€” I ask Anna to remove me.
  • 2019 Sep 26 โ€” An automated reply tells me how to finish setting up my account, not even trying to do a keyword match on what I asked.
  • 2019 Sep 26 โ€” I contact Netflix Support via Chat. They first offer to block emails. I reply that I don’t want the email blocked, I want it removed. They suggest then to delete the account, for which I should be logging in breaking the privacy of the original account creator. They tell me to contact privacy@netflix.com.
  • 2019 Sep 26 โ€” I email their privacy team asking for the email to be removed.
  • 2019 Sep 27 โ€” They reply they have deleted the account.
  • 2019 Oct 5 โ€” ๐ŸŒŸ Anna from Netflix welcomes me for creating a new account.
  • 2019 Oct 5 โ€” I email their privacy team asking for the email to be removed.
  • 2019 Oct 9 โ€” They reply they have deleted the account.
  • 2019 Oct 11 โ€” ๐ŸŒŸ Anna from Netflix welcomes me for creating a new account.
  • 2019 Oct 11 โ€” I email their privacy team asking for the email to be removed.
  • 2019 Oct 31 โ€” They reply they have deleted the account.
  • 2019 Oct 22 โ€” ๐ŸŒŸ Enjoy your favorite shows your way
  • 2019 Oct 27 โ€” I email their privacy team asking for the email to be removed.
  • 2019 Oct 31 โ€” They reply they have deleted the account, and they offer to create a “partial account”.
  • 2019 Dec 14 โ€” ๐ŸŒŸ Anna from Netflix welcomes me for creating a new account.
  • 2019 Dec 14 โ€” I email their privacy team asking for the email to be removed.
  • 2020 Feb 14 โ€” ๐ŸŒŸ The customer team reaches out to help the newest members to get started.
  • 2020 Feb 14 โ€” I email their privacy team asking for the email to be removed. (no reply). Note here: the registration was now from a different email address of mine, one that is not public, nor is a common word like the one before. How someone “guessed” a weird string email? Who knows.
  • 2020 Feb 25 โ€” ๐ŸŒŸ The customer team reaches out to help the newest members to get started.
  • 2020 Feb 14 โ€” I email their privacy team asking for the email to be removed.
  • 2020 Mar 24 โ€” They reply I sent the email from an account that is not the one I asked to delete (true, because I had already asked) and I never got a reply, so I thought that request was already in their queue.
  • 2020 Mar 24 โ€” I reply to their privacy team asking for the email to be removed.
  • 2020 Mar 25 โ€” They reply that they have deleted the account, and as every single other time before, they replied:
    • “Unfortunately, our systems do not enable us to permanently prevent your email address from being re-entered into our system once it is no longer associated with an account. If this happens again, please feel free to contact us directly here (at privacy@netflix.com) to request removal of your email. We will be happy to process additional requests as needed.”
  • 2020 Apr 15 โ€” They have created two “empty” accounts with my two email addresses, so nobody should be able to create new ones “for 9-10 months”.

Author: Erin 'Folletto' Casali

Designing Product Experiences at Automattic ยท Advisor ยท Mentor ยท Speaker ยท Baker Framework Founder ยท ManifestoIbridi Author