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Business Profile

Digital Media

ODK Media, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/21/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Incident Overview:

    1. Service Cancellation Intent and Payment Issue:

    I intended to cancel my premium membership renewal, set for December 16, but due to a busy schedule, I missed the cancellation deadline.
    On December 16, my credit card was declined, and no payment confirmation was received from my bank.
    However, on December 19, without prior notice or consent, Ondemand Media retried the payment and successfully charged my card $140.
    Immediate Refund Request:

    Upon receiving the payment confirmation text on December 19, I immediately contacted Ondemand Media's customer service within one minute to cancel the membership and request a refund.
    Despite my prompt action, Ondemand Media denied the refund, claiming I failed to cancel the membership within 24 hours after the renewal date.
    Non-Usage of Service:

    Since December 16, I have not used their services.
    My decision to cancel was clear, yet the company processed the payment without seeking renewed consent and refused to honor my refund request.

    Key Issues and Unfair Practices:

    1. Unjust Automatic Payment Process:

    The initial payment attempt was declined on December 16.
    Retrying the payment on December 19 without notifying me or seeking consent is a violation of standard payment practices.

    2. Unreasonable Refund Policy:

    The service was not used after the renewal date.
    Immediate communication was made upon payment confirmation.
    Despite this, the company arbitrarily applied its 24-hour cancellation policy, disregarding the fact that payment was retried three days later.

    3. Consumer Rights Violation:

    The policy lacks transparency and fairness.
    Automatic retries without consent undermine consumer trust and protection laws.

    4. Requested Actions:

    Full refund of the $140 payment.
    Revision and clarification of their refund and cancellation policy.
    Investigation into their payment practices by relevant consumer protection authorities.

  • Initial Complaint

    Date:12/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    1. In 2019 ODK Media changed their service offering a couple of years ago and offered a ***************** so that you could no longer watch shows with advertisements unless you paid for the premium service. That's fine. I paid for a premium service, but I believe there were 3 tiers. I chose the second tier the first time I paid for the premium service. But in less than a month, I realized the second tier offers hardly any benefits. I couldn't watch the shows I wanted to watch at all. They were blocked. So I emailed ODK Media and asked them if I could pay the extra to get into the highest tier. They said I couldn't and I would need to pay the full amount for the third tier instead of a pro rated amount since I already paid for the second tier and the third tier offered everything in the second tier.2. Some years passed and with COVID, I didn't want to even pursue trying to figure this out. It's too complicated to try to reach customer service and get a helpful response. I honestly still want to be in the third tier but their customer service is horrible and there is no attempt to help you. They just write one line saying they can't do anything because it goes against their policy. So I have been paying--it is on auto-renew even though I'm pretty sure that I have already asked that the auto-renew be removed several years ago.The crazy thing is that for the last several years, I've been trying to pay them MORE for the premium account. They need to get their customer service in order. I would like to request a refund AND one year of the highest tier account because I have been paying for the second tier account for years but with no actual benefit that I couldn't get from a free account.

ODK Media, Inc is NOT a BBB Accredited Business.

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