Complaints

This profile includes complaints for Paramount+'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paramount+

  San Francisco, CA 94107-2153

• 

  CBS Interactive Inc

  1630 Lyyndon Farm Ct. #A Louisville, KY 40223

• 

  CBS Interactive Inc

  9920 Corporate Campus Suite 1000 , Lousiville, KY 40223

• 

  Showtime Networks, Inc.

  1633 Broadway New York, NY 10019

• 

  CNET

  30 Jericho Executive Plaza Jericho, NY 11753

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:02/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 for a year of Paramount+ through a ******** promotion a year ago. That promotion has since expired and I have been charged for the account. Somehow, the email that is currently attached to my account is not one that I control, but it is charging my debit card. I have attempted to contact the company through several different methods, including several attempts by phone (one time being hung up on after being on hold for an hour and a half), through the chat on the website, and through ******** Messenger. The only time I have been able to talk to a representative is through Messenger. I initiated a conversation on January 6 and explained that I need to cancel my account and cannot do it on the website, because I do not have access to the attached email address. After a few messages (that typically have taken days to receive a response) the company still has not resolved my question or cancelled my account. They have also stopped responding to my messages even though I have attempted to re-initiate contact at least 4 additional times. I am now being charged monthly for an account that I cannot cancel because the company is no longer communicating with **** am unable to provide the email account that I am attached to because the email address has not been disclosed to me and there is no way for me to recover it. I have been given a partially masked email (s*kibh*tu22@gm**l.com)

  Business Response

  Date: 02/22/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and saw a member of our *********** team assisted you regarding this matter on 2/20/23, and your subscription has been successfully canceled.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  02/16/2023 I started a free month trial on the essential plan, but meant to do use it on the premium plan. It also doesn't make sense why anyone would choose use a free trial with ads when you are able to use that same free trial on an ad-free plan. I went to change my plan and assumed that since there wasn't any checkout process and I didn't receive any email notification/bank charge within ~20 minutes of changing plans, that the free trial was still in effect. I didn't realize I was charged $10.59 until that night. After refusing to refund me multiple times, the only "support" they could offer was a free month after my subscription. Besides saying that all transactions are non-refundable, their only other excuse for denying a refund was that I had viewing activity on my account, which ceased once I found out I had been charged and would have been avoidable if I immediately knew that. After disputing the charge with PayPal, Paramount terminated my subscription after 1 day and will not give me a refund.

  Business Response

  Date: 02/22/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered with your account. We researched your case, and saw that a chargeback in the amount of $10.59 was issued. Since the transaction was reversed by your bank, we are unable to issue you a refund.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  PayPal ended up changing their original decision to side with Paramount+ and sided with me.
  
  Sincerely,
  
  ****

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 purchased the annual subscription and they recently sent a notice that next year the price would double. Through any and all means I can find on their site they do not allow me to unsubscribe from autobilling another year.

  Business Response

  Date: 02/22/2023

  Dear ********,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 16th 2023, I attempted to subscribe to a $9.99 service for monthly subscription to Paramount+. I attempted to cancel it and understood that i would have had service for the rest of the month, instead the app in which i was using was confusing (almost intentionally) and lead me to sign up for a full YEAR of service. There is no option to cancel from the app, website or customer service. My money is just gone and service will terminate same date next year. I just want my money back.

  Business Response

  Date: 02/18/2023

  Dear ******,
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We are unable to locate your account with the information you provided. Please call **************** at ***************** days a week from 8 a.m. to 2 a.m. ET, and wed be happy to assist you over the phone.
  
  Your experience with Paramount+ is very important to us, and we hope to resolve this issue soon.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 an email from them indicating that my email address had successfully been changed and if it wasn't me that changed it then i should reply to the email. i replied and never heard back. i went to their website and sent them another message and they didn't *********** i'm paying for a service i have no access to.

  Business Response

  Date: 02/17/2023

  Dear ***********,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  Our *************************** team is happy to help. We have forwarded your information to them and they will assist you via email as soon as possible.
  
  Your experience with Paramount+ is very important to us and we hope your issue gets resolved soon.
  
  Regards,
  
  Paramount+ ****************

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 Saturday, February 11th, 2023 I was charged a total of $13.09 by Paramount from the Paramount + (Plus) streaming service subscription. However, I had attempted to cancel this subscription a week prior. The cancellation appears to not have went through and I was charged regardless. I was not notified via email that my subscription would be renewing either on the date that I was charged on, or at all. The charge information as per my bank statement is as follows: "$13.09 - Paramount - Purchase - ****************************************************************************** attempting to cancel again, this time I received the cancellation confirmation email. I reached out to Paramount support via email and asserted that I no longer want to use the streaming service, had attempted to cancel it before, and would like my current period to be cancelled and to be refunded the full charged amount of the most recent bill. To which customer support from ********************** replied via email stating that a refund would not be granted, but that I would still have access to the streaming service until March 9th, 2023. I sent an email response this morning to the Paramount customer support email I received, indicating clearly that this is not a solution to my issue. After which my support case appears to have been closed, as I received a survey request email - with no direct response to my previous email - from Paramount customer support a few hours later, as if my issue had been resolved. I would like to be refunded the full charged amount and for the streaming service on my account to be cancelled by Paramount. I have turned to the BBB in hopes that the issue can be resolved quickly.

  Business Response

  Date: 02/17/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. We researched your case, and as a result, we issued a refund in the amount of $13.09. Please allow 7 to 10 days for processing to your financial institution. We've also canceled your subscription effective immediately, and you'll receive a confirmation email in the next 24 hours.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Saliene Sharp

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 a Paramount + customer. @ the 14th of each month they automatically debited $10.81 cents from my account. In January they debited the charge on the 14th and the 18th. I attempted to call the number they publish. It is a non working number. I then filed a dispute with the bank. They refunded the extra charge. Paramount then deleted my account and blocked my access to programming even though my account was paid up. I emailed the company and in seven emails they requested my account information and each time their response was, we cant find find an account with your information. Since I was blocked i told them I wanted my last payment back. They finally involved a manager and he refunded my last payment. Then i received four emails about reviewing the company snd resubscribing. I declined to do that. On February 14th they again debited $10.81 from my account. I emailed them that I want my money back with no results. I don't know how many accounts they are doing this to but i consider it theft.

  Business Response

  Date: 02/17/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We located an active subscription under a different email address d*g*m*n56@a*l.com based on the information you provided here. As a result, we've canceled your subscription, and you'll receive a confirmation email in the next 24 hours. We've also issued a refund of $10.81. Please allow 7 to 10 days to receive, depending on your financial institution.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 currently have subscriptions to HULU w/Showtime, ***** ESPN+, ******** Paramount+, Peacock and Prime Video. On January 23 I wanted to watch a show listed on Paramount+. When I used the app to view the show, it indicated that I needed to upgrade my subscription to watch the show. I didn't understand why I needed to do this, but inadvertently upgraded. Within minutes I realized that I had now added Showtime to my existing Paramount+ subscription. As stated above, I already have Showtime with my HULU subscription. Accordingly, I immediately downgraded back to my original plan. After which I was able to go to HULU and watch my program. Subsequently, I notied on my AMEX bill that I had been charged $48.10 for the upgrade. I tried to contact Paramount+ by phone, but as with all of these companies today, there is no ability to do so. I was limited to online email. Originally, **** in their ********************** wrote "Our records show that you've upgraded from Premium to Premium with Showtime, and a prorated charge of $48.10 was collected on your card. NRP. Our record also shows that you've downgraded back to Premium only, which will take effect on your next invoice." I wasn't sure when my "next invoice" was, so I waited and monitored my AMEX bill for the credit. After a few weeks, I didn't receive a refund so yesterday I contacted them again via email. After several email exchanges I was told by ******** "Unfortunately, per our billing policy, we cannot ***** refunds for Paramount+ subscriptions." I elaborated on my incident and explained that I "downgraded" only minutes after "upgrading" once I realized my mistake. I received the following reply: "Unfortunately, we are unable to refund your Showtime subscription because it is bundled with your Premium (Annual) subscription." This is unacceptable! The app was misleading and deceptive. I made a simple mistake, and I should be entitled to a refund. I am attaching a PDF of my entire email exchange with this complaint.

  Business Response

  Date: 02/17/2023

  Dear *****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any account issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We signed up with ******* Plus which included a subscription to Paramount. We were able to access the service ONLY via our laptop devices via the web. I invested hours trying to get access to Paramount for the technical support to obtain access to an app that works with our ** smart TV. The service line is unreachable for hours. The "chat box" keeps you in a doom loop, even when following the instructions to obtain a "live agent." They have sent numerous e-mails promising to contacting me, even asking for "best time" to call. They have never kept their own promises. We still have not heard from them. I have reached back out to *******, as they have offered concessions in order to keep us as ******* ******************************** has simply taken on too many subscribers and has not committed the necessary resources to serve the customer. This is disingenuous and unfair. I sincerely hope that they will devote the necessary resources to honor their obligations. Churning customers and breaking relationships is sure to bring Government scrutiny, which they surely do not want. Thank you for your assistance.

  Business Response

  Date: 02/17/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered while streaming. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any streaming issues you may still be experiencing. We will have a supervisor give you a call between 2 PM - 4:30 PM ET  to the phone number you provided here.
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19415943
  
  I am rejecting this response because: Paramount ( supervisor) hs promised to call us, but they have not done so. In fact, they promised the same thing before the complaint was filed with BBB. They do not honor their promises. We are still waiting to hear from them. 
  
  Sincerely,
  
  ********

  Business Response

  Date: 02/27/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and saw a member of our ************* team spoke with you on 2/25/2023, and assisted you regarding this matter.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been trying to cancel my subscription for over two weeks. Its almost impossible to speak with a live person. This business is engaging in unlawful practice of making it next to impossible to cancel service. Simply a disgrace.

  Business Response

  Date: 02/16/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and our records show that you signed up through ****** Play. We're sorry, but we are unable to manage your account if you signed up for Paramount+ through your device.
  
  To ensure you cancel your Paramount+ subscription, just follow the instructions relevant to your device listed here:: spr.ly/HowToCancel
  
  If you have any ***************-related questions (i.e. billing, account changes, cancellation requests etc.), please contact ******Play directly for further assistance using the information below:
  
  Call ************** or visit ************************************************************************************************ Android TV.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue.
  
  Regards,
  Paramount+ ****************