Netflix and Amazon Prime Video lead streaming complaints

As of August of this year, Netflix has accumulated five reports motivated by extra charges for subscriptions and constant changes in rates. For example, one of the complaints details that the cost of the subscription was “altered” resulting in a “maximum rate” of 2,691 pesos. The case remains in conciliation status, according to the information provided by Profeco to this media.

Since 2023, Netflix has changed the rules of its service, informing users that account sharing would be eliminated and instead an extra charge would be made for sharing a subscription. Added to this was the policy of inserting advertising into programming, which to avoid it requires purchasing a more expensive plan.

Amazon Prime Video has also been the subject of complaints, having received seven complaints as of August of this year, making it the platform with the most reports. The complaints are motivated by price increases and changes in policies for displaying content. The complaints are still being conciliated. At the beginning of this year, the company informed subscribers that it would begin inserting ads into programming, but to avoid them, they would have to pay an additional fee of 50 pesos per month.

Max, for his part, has only registered one complaint for improper charging, the report of which was resolved.

It is important to note that although this is a small number of complaints, this year was the first time that users filed complaints against streaming platforms because in the database that Profeco provided to this media outlet, no complaints were found from previous years.

So far this year, streaming platforms have broken with their main virtue: the absence of commercials during the playback of users’ favorite content. Added to this is the increase in the expense involved in accessing a platform and sharing an account. According to data from the consultancy The CIU, six out of 10 people use a shared subscription, while only 26% of consumers have two subscriptions, compared to 47% a year earlier.

Data from Statista projects that this industry will generate revenues of 1,216 million dollars in Mexico by 2024. In addition, the number of subscribers is expected to reach 74.9 million by 2027.

However, experts have previously told Expansión that the constant changes to obtain a subscription to a video platform can force users to look for more affordable alternatives in a context where economic uncertainty still prevails due to inflation. Open television has proven to be the new refuge.