Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My subscription is set to renew automatically every month on the tenth. It has been for over ten years. My credit card on file was lost and I had to update my payment info as soon as the new one came in (which was on the 9th). The morning of the the tenth the system kept giving me error messages as I was updating. Then I noticed that at 2am I received the email canceling subscription. They did not try more than once to renew, they gave me no opportunity to honour the payment. They just canceled it. When I reached out to clear up the confusion, they said they would be happy to sell me a new higher priced subscription. They would not reinstate my subscription.

  Business Response

  Date: 12/05/2025

  Hello *****, 

  We understand your frustration regarding the cancellation of your Crave subscription, and we sincerely apologize for any inconvenience this has caused. We understand this has created some additional inconvenience, and we apologize for that as well.

  Our records indicate that your subscription was cancelled because your credit card was flagged by our payment processor as lost or stolen. This is a security measure implemented to protect you from fraudulent charges. Our payment processing system automatically suspends subscriptions linked to compromised cards to prevent unauthorized access and potential financial losses.

  We also understand that the plan you previously had is no longer available, and we unfortunately do not have the ability to reinstate that specific plan as it has been discontinued.
  
  If you have any further questions or require assistance, please don't hesitate to contact us back.

  
  Thank you for your understanding.
  -Bell Media Support

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for Crave renewal despite not being notified prior to the transaction. The chat agent acknowledged that proper notice wasn’t given but denied refund

  Business Response

  Date: 18/04/2025

  Dear ********,

  Please accept our sincerest apologies for any inconvenience caused regarding your recent Crave subscription renewal.

  We understand your frustration, and we want to clarify the situation. When you subscribed to Crave, you agreed to a recurring subscription that automatically renews unless cancelled before the renewal date. A renewal reminder email was sent to you on March 25th, 2025, at 2:59 PM, providing a link to your account where you could easily cancel your subscription. Unfortunately, no action was taken, resulting in the renewal on April 4th, 2025, at 2:59 PM.

  Crave's terms and conditions, which you agreed to during signup, clearly state that we do not offer refunds for subscriptions. This is because Crave is a subscription service that allows for cancellation at any time; however, once a billing cycle is completed, a refund cannot be issued.

  We sincerely apologize if a previous chat agent misinformed you and suggested contacting your bank. This was incorrect advice, and we are addressing this internally. The agent will receive additional training to prevent similar situations in the future.

  While we cannot provide a refund for this billing cycle, your Crave subscription has been cancelled effective immediately, and it will not renew. You will continue to have access to Crave content until April 4th, 2026, at 2:58 PM.
  Thank you for contacting us.

  Sincerely,
  The Crave Support Team

  Customer Answer

  Date: 18/04/2025

  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******** ***

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Crave, the basic with ads plan, on March 22, 2025. On March 26, 2025 a trouble ticket was opened because Crave could not provide this service. I am able to watch only a very limited amount of programming, as are many of their customers according to one of their agents. It is now 8 days later. I wish to get a refund.

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  for Crave TV Servives
  
  the price for auto-renew on my account said it would auto renew at $199. when it auto renewed on March 31 2025 it was at $220 + tax. I called and spoke to the manager, and it was a problem in there system that it showed a price of $199 + tax for renewal. I should not be penalized for a fault in there system. If i knew the price was $220+ tax i would not have renewed and went somewhere else. I called today April 2nd, to ask for correction or to cancel the account and it was refused. I will be calling my credit card to cancel the fee and will be reporting the ********** activity to the CRTC.

  Business Response

  Date: 21/04/2025

  Hello there, 

  Thank you for reaching out to Crave support.

  We have reviewed your interaction with our call center agent, who confirmed that the offer you received was for one year and would renew at the regular price afterward. We do not offer refunds for subscriptions. A renewal reminder was sent to you 10 days prior to the subscription renewal.

  The price of your subscription is listed on your account, in your email confirmation, and on our website. The offer you initially accepted had a one-year term. As no other offer was presented at the time of renewal, the subscription renewed at the standard price.

  I apologize for any inconvenience this may have caused, but we will not be issuing a refund as this is a valid charge. I have, however, set your account to not automatically renew going forward. You will retain access to the service until the end of your subscription period on 3/31/2026.

  Thank you.

  Crave Support

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to Crave/*** bundle under the pretense certain content would be available.for viewing. The content promised on the sign up page was not available once I completed payment and my subscription was active.
  
  Crave/***/BellMedia falsely represented the product I signed up for.
  
  I contacted Customer Service and explained the situation and they refused to issue a refund.
  
  I did not watch a single second of content on Crave or *** following my subscription, and I only had the subscription for 10 minutes when I requested cancellation, but they still refused to provide a refund and cancel the service.
  
  The customer service representative said that I agreed to their terms and conditions, however this wasn't true. I did not tick any box to agree to terms nor did I sign anything that said I could not receive a refund. After advising the representative of this they still did not issue a refund and cancel the service.
  
  I went back and forth with the representative for over 30 minutes and advised them of their false advertising, poor policies, non existant terms and conditions, as well as their downright putrid customer service and they still refused to issue a refund and cancel the service.
  
  I want my money back. I do not want your fake service that does not have the content I was promised it would have at time of subscription. I never agreed to your ******* terms and
  conditions. I did not use your service for a single second, there's no reasonable reason why you cannot issued a refund. Bell really needs to do better with customer service.
  
  Bell supports mental health each year, yet they cause their customers ****** mental anguish on a regular basis. **** ******* ****** ** *********** ***** *** *** **** ***** ***** ********** **** ********** 
  I will be issuing a chargeback with my credit card provider and take legal action if necessary ** ***** *** **** ** ******

• Initial Complaint

  Date:11/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have contacted CraveTV's customer service 3-times to resolve the issue and nothing has been done. My account has an active credit card and a prepaid gift card purchased from CraveTV and they still cancelled my subscription. Cancelling the renewal is not an option as I will loose the gift card balance of $153.00 as it is very unlikely it would be refunded. ** **** ** *** ** *** ******* ************ ** ******* it is beyond disappointing and frustrating the lack of accountability Bell/Crave has for it's customer.

  Business Response

  Date: 02/04/2025

  Hello there, 

  Thank you for reaching out to Crave. Upon checking, you have an active subscription under the email address you provided. 

  If you require any further assistance, [lease feel free to reach back out.

  Thank you, 

  Crave Support

• Initial Complaint

  Date:25/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12, 2025, I was charged $9.04 for a subscription that I did not want. I
  was not given sufficient warning the subscription would renew. There was no reminder either. I
  contacted them on the same day, within minutes of the charge and asked for a refund.
  
  February 12, 2025 I was charged. I contacted them the same day. I chatted with a
  representative. Then spoke with a supervisor named ***. Then spoke with a Manger named
  ****** (employee ID: *******). They refused to give me a refund because it was a subscription,
  even though I tried to cancel it immediately. * ** *** ******* ***** ********* *** ***** I believe my
  request for a refund is reasonable and should be honoured.

  Business Response

  Date: 26/02/2025

  Hello, 

  Thank you for contacting us about your recent subscription renewal. We understand your frustration, and we want to clarify the situation.

  You subscribed to our service, which is a recurring subscription. This means that your subscription automatically renews unless you cancel it before the renewal date. Our terms and conditions, clearly outlined during the signup process and in subsequent confirmation emails, explicitly state this automatic renewal policy. These emails also provide detailed instructions on how to cancel your subscription.

  Unfortunately, we do not offer refunds for subscriptions that have been renewed as per our terms of service. Your subscription was renewed because it wasn't canceled prior to the renewal date.

  It's important to note that you can cancel your subscription at any time, and you will continue to have full access to the service until the end of your current billing cycle We apologize for any inconvenience this may cause. If you have any further questions please don't hesitate to contact us.

  
  Sincerely,

  Bell Media Support 

  Customer Answer

  Date: 26/02/2025

  
  I am rejecting this response because:
  
  It is unreasonable for a business to refuse to provide a refund when it is requested within 24 hours of a purchase.

  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 17/03/2025

  Hello there, 

  Thank you for contacting us. I understand your concern regarding your recent subscription charge.

  Our service operates on a subscription model, automatically renewing unless canceled prior to the renewal date. This is a standard practice within the streaming industry, and as you agreed to during the signup process, we sent email confirmations outlining this policy. Because your subscription was not canceled before the renewal date, the charge was processed as expected.

  While we appreciate your understanding, our policy does not permit refunds for valid charges. We strive to provide clear and transparent information throughout the subscription process to avoid such misunderstandings.

  If you have any further questions about our subscription terms or cancellation process, please don't hesitate to as

  Thank you, 

  -Crave Support

• Initial Complaint

  Date:21/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want to let you know that the app is crashing frequently and on “*******” tv show it’s skipping episodes without consent. It’s annoying to watch the show, watch ads, realize that the episodes are keep being skipped and then try to return to the right episode, watch unnecessary advertisements again for no reason . Please have a look at this “skipping episodes without consent” part.

  Business Response

  Date: 05/02/2025

  Hi there, 

  I am very sorry to hear of the issues you are experiencing with streaming '*******'. Please contact our support center here: *******************************  so we can look into and escalate this issue for you. 

   

  Thanks you, 

  Crave Support team

• Initial Complaint

  Date:24/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 25, 2024 we opened an account with Crave TV and subscribed to their Basic subscription for $59.90 per year. We have not been able to watch a single show on Crave TV. It constantly buffers, freezes and is impossible to watch any show. We've contacted Crave TV twice at 1-888-272-8388. The first contact, the Crave TV employee had us do an incredible amount of things to our Smart TV. Absolutely nothing worked. He said he had no idea why it wouldn't work and promised to call us back in a week. He did NOT. We called today, December 20, 2024, and were put though the same process of numerous steps on the Smart TV to no avail. It still does not work. The Crave employee we spoke to today said the previous Crave TV person who we spoke to last week, did not even enter any notes on our account or create a ticket number. ******* ** *** ** **** *** ** *** *** ******* *** ****** *** *** ***** **** *** ****** ***** ******** ** ****** **** ******* *** **** ********* ** *** ** *** *** ***** ***** ** ** ***** ***** ***  Crave TV refuses to give us a refund. * **** ** ***** ** *** ****** ******** ****** ***** ***** ** ** ****** **** *********** ** *** ******* ** **** *** ***** ***** ** **** ******* ***** ******* **** *** **** ***** ****** ** ******* ******* *** **** ****** ******** **** ** ******** *** ****** *** ** ******* ** ******* ** ***** ** **** **** *** ****** **** ******* * *** ******* **** *********

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a two month trial (from ***** *****) of crave tv, immediately tried to use it on my tv and it does not work on the tv (They later told me I can watch it on my phone which I am not interested in)
  I realized it does not work and immediately hit cancel subscription online (I had just made the account on my laptop so was still on the website) as I wasn't planning to use it if the *TV* service does not work on the tv.
  
  I just received an email yesterday saying that I have been billed for the next month of service?
  
  I messaged their customer service chat, explaining I had cancelled it and not sure if it just didn't go through or what happened, but that I do not intend to use the service and would like a refund. They refused to process a refund and say that they have no confirmation that I cancelled the service. I'm not sure what happened but I did hit cancel when I realized it wont work on my tv. I have not used the service and do not intend to.
  
  It is my understanding that you cannot charge for services not rendered. ** **** ** ********* **** *** ********* ***** **** ** *********** ***** ** * ****** ****** ** ** **** ******* *** **** ********* ***** *** ** ***** *** ******** *** ******** ** ***** **** ****** ** ******
  
  I'm not sure if there was a second page or something that I needed to go through (however I tried again today and did the exact same thing to cancel except this time I got a confirmation email) *** * **** **** * ** ***** ****** ** **** ** I had tried to cancel and still got charged, reached out explaining the situation and they still refused to refund it ******** **** * *** *** **** *** ******* *** ** *** ****** **.
  
  I would like to be refunded but I would also really like this looked into. ** **** ***** ** ****** *** ******** **** *** *** ***** * **** **** ********* ******* ******** ** *** **** ***** ** **** * ** *** ****** ***** **** *** ** *** ***** **** **** ****** *********** ** ** *** ***** ***** *** ** ****** 
  
  Thank you

  Business Response

  Date: 21/03/2024

  Hi there, 

   

  Thank you for reaching out to Crave. I apologize that you experienced some issues with the subscription you obtained form the ***** ***** promo. Upon reviewing your account and the interaction details, it shows the account was not cancelled prior to the renewal date, resulting in being charged for the Crave Basic with Ads.

  I understand that the subscription did not work on your **** TV, this is stated on our website and upon redeeming the promo, that some devices are not currently supported on our ad based plans.  

  I can confirm the account is cancelled now and will not renew going forward. I do apologize for any inconvenience, but we do not offer refunds for subscriptions, as accounts need to be cancelled prior to renewal. 

   

  Thanks,

  Crave Support Team.

  Customer Answer

  Date: 21/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated in my previous message I did go through my account almost immediately after signing up and clicked to cancel it. *** *** **** **** ******** *** **** ******* ******** *** *** **** ** **** **** 
  I did not use this service at all because this “tv subscription” does not work on the tv. 
  

  I am not satisfied **** *********** ***** **** ******* ** ***** ****** ***** **** * *********** * ******** **** ******** ******* ** ****** I was charged for service that I cancelled on your website and never got to use. I would like my money back, thank you very much. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 27/03/2024

  Hi there, 

  I am sorry you are not satisfied with our response. Unfortunately, we cannot provide a refund as the account was not cancelled prior to being renewed. After thoroughly investigating your account we cannot see any attempt to cancel prior to the subscription being renewed. 

  We also had no issues on our end with cancellations through accounts. I do apologize, but we cannot offer a refund based on our terms and conditions. 

  If you have further concerns, please do not hesitate to contact us back. 

  Thank you, 

  Crave Support