Complaints

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

close

Find a Location

ESPN, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ESPN, Inc.

  935 Middle St ESPN Plaza Bristol, CT 06010-1000

• 

  ESPN, Inc.

  PO Box 641793 Omaha, NE 68164

• 

  ESPN, Inc.

  1230 Washington St Newton, MA 02465

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:03/14/2023

  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 subscribed to a espn+ to watch a game they claimed to have. When clicking on the game an error came up the entire game (searching across social media, this was for everyone) and I had filled for a refund of the plan.
  
  After spending over an hour with chat, as he told me they had to manually type the refund in, it's now been over 4 weeks and still no refund.
  
  Screenshot attached.

  Business Response

  Date: 03/29/2023

  We have reached out to viewer today via email.   We apologized to them for the inconvenience they have experienced with not receiving the refund.  We advised them that the refund request was not processed accordingly when it was made on February 21st.   We have let them know that we have processed it today and they should receive the refund in 3 to 5 business days.

  
  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 03/29/2023

  
  
  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:03/13/2023

  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.

  We subscribe to ****** **** (legency bundle) which includes ESPN plus. I spent up to 2 hours waiting and talking with an ESPN PLUS agent to be told they know about a technical issue, have no idea when it will be resolved and are unwilling to provide any compensation for lost service. My service has not worked on some devices for over 2 weeks. Paying for streaming services and not providing that service with a solution or compensation is theft. I would like my service to work and at a minimum be provided 3 months of free service. The time it has taken me to file this complaint and deal with poor customer/technical service is unacceptable. For reference, the email associated with my account is different from my ESPN account.

  Business Response

  Date: 03/22/2023

  We reached out to the viewer and were able to resolve the issue. He had trouble using his **** device to access ESPN+. Turned out to be a matter of using the correct email address to log into ESPN+ on his ****. The viewer was now able to access ESPN+ on the **** using the credentials with the active subscription. They asked for compensation, we processed a refund for the last month.

   

  Thank you

  ESPN+ Customer Support

  Customer Answer

  Date: 03/22/2023

  
  
  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.  While information they provided was correct, they failed to mention their issues that allow ANY email to login to their systems.  Net, the blame is shared and they have work to do for a BETTER customer experience.  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/10/2023

  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 called ESPN back in early November to cancel my account, I provided him my credit card info as I wasn’t sure what email was used for the account . He assured me accounts were canceled. He said he showed two accounts … one is under ********************** and a other one under ****************** which was unfamiliar to me… Fast forward To December I kept on receiving charges that showed up under **** account… confused I called **** who verified that charges were coming from ESPN that should have been cancelled back in November. .. **** was only able to credit me for one month and advised me to go to my bank or espn directly. I called espn again yesterday was transferred around and we got disconnected. I am very frustrated as when I called in November all this should have been taken care of and it wasn’t. Please refund me for my December and January subscription as you can see on your end I have not accessed this account at all. Thank you

  Business Response

  Date: 04/12/2023

  *** **** *********
  
  ***** ********* **********
  
  ****** *********************

   

  This is a recent case that I was working on that I attempted to respond to today but unable to as it looks to have closed.

   

  For this case, we reached out to the viewer on 3/22 to obtain more information about their subscription through ****.   We asked for **** email address; the serial number to their **** device and the dates they were billed.   Once we have received their information, we would be able to assist them with providing a refund from November 2022 through their last billing date.  

   

  We never received a response from the viewer to our inquiry.

   

  Thank you,

   

  Frank V******

  Team Manager ******** * ***** **** *** ****** **********
  
  ****** *********
  
  ************************
  
  ************ ********

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 Called espn on Sunday 2/26/23 at approximately 2:22pm to ask them how I can sign up for a monthly subscription.And the representatives knew nothing about the rules and regulations of signing up they only knew about bundle deals I wanted to subscribe and watch the boxing fight that was on as a huge event that they were offering to order one customer service representative said don’t order the fight on the rouko stick because it will be a third party vender I said ok then I went to there website to order the bundle deal it was highly confusing and left me with no proper guidance from the representatives they knew nothing about anything so I ordered on my rouko and I was charged 63.58 for the fight purchase and the fee for espn plus which I was over charged almost 4.00 and threw out the hole boxing match I experienced glitches black tv screen as the spokesman were talking constant blinks of the screen it was horrible I called espn plus to report the maul functions within the fight and they failed to give a refund and told me I had to call rouku so I did and reported it rouku company they said that they weren’t able to refund me either because it is an espn event now I have spoken to over 4 representatives from espn with huge language barriers poor communication with customers that gave improper guidance that’s why I’m in the situation I’m in now neither company wants to be responsible for the refund in the amount of 50.00 I want my refund for improper guidance and the fight that had a on and off network connection And for all the inaccurate information given and the lies that were told to me in that a manager was soposto call me back in a 5 minute time frame.I’m appalled at such unprofessionalism from such a big sports company Shame on them for scamming people and lieing about it I want my refund and I want it asap.

  Business Response

  Date: 02/27/2023

  Reach out to the fan by phone today.   Apologized for the experience they encountered on the 4 times they contacted our Customer Support team on Sunday.  Advised them that they should have been assisted better and we expect better from our agents.   We advised them that the agents have been removed from the account.   We spoke at length as to how they should have been initially helped such as being walked through step by step on how to subscribe and purchase the PPV as well as being walked through the troubleshooting steps they were encountering with their **** device.

  
  Advise the fan that we have been in touch with **** and the refund was already processed for their monthly subscription on Sunday.  The refund for the PPV purchase was processed today by the **** team and they should expect to see the refund in their account in 2 to 3 business days.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:02/23/2023

  Type:Order 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.

  There seems to be no obvious way to cancel my subscription to ESPN+
  I've tried every option provided by their support and search but there is no option to cancel!! In addition if I try to contact the company using the contact us link there is no destination given, the email address is blank. My only choice is to cancel my bank card entirely. I'm sure I speak for thousands of people who would be served well by your help (class action)!

  Business Response

  Date: 03/20/2023

  We attempted to reach out to the fan on 2/23/23 via phone.  We were unable to connect so we left a voicemail.   We followed this up with an email to them on 2/27/23.  In the email, we advised them that we could not find a subscription under the email listed on this BBB complaint.  We asked them the following set of questions, so that we can further investigate:

    -Any other email address you may have that could be associated with a subscription to ESPN+
  -How was the subscription purchased?  Via ESPN.com; ****; Android device; ***** Device?
  -First 6 digits and last 4 digits of card that was charged
  -Amount and date of the transaction

  We have not heard a response.   We followed up this email with two more emails on 3/1/23 and 3/9/23 but have not heard back from the fan.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:02/21/2023

  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 subscribed to ESPN magazine about 20 years ago. When they stopped publishing the magazine, ESPN apparently rolled my subscription into a digital subscription without my knowledge. I became aware of the subscription after the price was raised. I have contacted ESPN+ twice over the last 5 days and have spent over 2 hours on the phone with them. They claim that they do not see the charge for the subscription on their end, despite the fact that it is on my Discover card statement. They keep putting me on hold and claim that they cannot reach the manager, the only person who can issue a refund on the charge. The representative for ESPN+ claims that there is nothing he can do to help us. We informed him that we would be disputing this charge with our credit card company as well as filing a complaint with the ****

  Business Response

  Date: 02/21/2023

  We have reached out to the fan via email today and express our apologies for their recent interaction with our Customer Support team.  Advised them that we will be reviewing all of their interactions and making the necessary changes so that this does not occur in the future.

  Advised the fan that we were able to find the subscription in question.   We have processed the cancellation of the subscription and processed a refund in the amount of $99.99 back to their account.   We advised that they should see this refund in their account in 5 to 7 business days.

  
  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:02/21/2023

  Type:Order 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 a year of ESPN + as part of a pay preview deal. I got the fight but not the year of espn+ . ESPN + admitted their error and told me I had an additional year added to my account . It wasn’t true . I reached out they once again admitted error and said the year had been added but it was only 6 months . In the process I’ve wasted hiur after after getting bad mouthed by a very angry customer support . One even threatened to use the levers of her job tk permanently block my account . “No more fights ever” she said . I’m seeking a resolution to this issue and consequences for the abusive call center staff

  Business Response

  Date: 03/10/2023

  Good Evening -

  We attempted to reach out to the fan by phone but were unable to connect but did leave a voicemail.  We followed up through email.  We were able to connect with them via email and apologized for the experience they encountered with our support team.   We advised them that we had removed the agent that threaten to ban them from ESPN+.  Due to their experience, we offered them a year subscription to ESPN+ on us as well as access to the next *** **** *** ***.  

  Mr. ****** accepted the offered.  We added the year to ESPN+ which is valid until March 7th, 2024.  It will not auto-renew at that time so they would need to resubscribe if they wish to continue.   We advised them that their access to *** *** will be added to their account on the Saturday of the fight (March 18th).    Fan thanked us.

  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 03/13/2023

  
  
  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:02/06/2023

  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.

  ESPN+ charged our ******** ******* account $107.99 on 1/18/2023. We do not have an individual account with ESPN+ linked to any of our emails except for ******* bundle WHICH is being billed to a different credit card. I have spent over an hour on the phone on two occasions with customer service and ESPN+ support.
  ESPN+ support confirmed on the phone they could not find an account linked to the last 4 digits of the **** account. ESPN+ customer service rep also confirmed they could not find an account linked to the last 4 digits of the **** account. The customer service rep said they cannot issue a refund because there is no account.
  As of today ESPN+ has refused to refund or send a credit to ****.
  We just caught this erroneous charge (we were also charged in 2022 and 2021).

  Business Response

  Date: 02/06/2023

  We have reached out to the fan today via email.  We advised them that we were not able to find any subscription with the email address they provided as well as from the information for the receipt they provided.  We asked them to provide any other email addresses that they may have that could be associated with a ESPN+ subscription as well as the first 6 digits of the card number that was charged.

  They responded back with a set of 4 emails addresses and the first 6 digits of the card.  We advised them that after further review, there were no subscriptions found under the four email addresses.  We did find a subscription using the first 6 digits (which they provided in their response) and the last 4 digits of the card (from the copy of the receipt in the BBB Complaint).  We advised them that the subscription has been canceled and a refund processed for $107.99.  Refund should take 3 to 5 business days to reflect in their account.    They did inquire about the other charges from 2020, 2021 and 2022 but we advised them that we are unable to refund those charges as the time frame has past for those charges.

  
  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:01/27/2023

  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 cancelled my account with ESPN+ on Nov. 26, 2022. However they have posted a charge on Nov. 26, 2022 but they charged my card again in Jan. 2023

  Business Response

  Date: 02/13/2023

  We have reached out to the fan via email on two occasions.  The first email was sent on 2/7/23 where we advised them that we are unable to find any active subscription to ESPN+ under the email the filed the complaint under (***********************).   We asked for more information from them:  any other email addresses that you may have that could be associated with a ESPN+ subscription; the first six and last four digits of the card that was charged and  the date that you were charged for the subscription in January.    We followed up on 2/10/23 with the fan advising them that we are reaching out for an update on the initial email that was sent out.  We have yet to hear from them on either emails.

   

  Thank you

  ESPN+ Customer Support

• Initial Complaint

  Date:01/03/2023

  Type:Product 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.

  We subscribed to ESPN+ service on December 28, 2022. On December 30, I logged into the service in order to watch a football game on ESPN, only to find out that ESPN+ does not actually include ESPN. This is deceptive advertising. The name ESPN+ indicates that the service includes ESPN (at the minimum) plus additional content. It would be like ******* not including ****** movies. They should change their name to "-ESPN" or "ESPNU+" (or whatever their highest rated ESPN channel is that they include in the service).

  Business Response

  Date: 01/18/2023

  Good Afternoon -

  We reached out to the fan via phone on January 13th but only able to leave a voicemail and email on January 10th.  Our both attempts we acknowledged their frustration with certain programming not being available on ESPN+ but we did let them know all the content that is available to them via ESPN+.  We also offered a free month subscription on us to just try us again but we have not received any confirmation from the fan.

  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 01/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  They are still engaging in false advertising.  If ESPN+ does not include ESPN, then the name itself is an outright lie.  The name implies that the content includes ESPN plus additional content.  Since it does not include ESPN, they are failing to meet the bare minimum that their name implies.  The only acceptable resolution is to change their name or include ESPN within their package.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/02/2023

  Good Afternoon -

  We have reached out to the fan this afternoon via email.  We advised them that ESPN+ and ESPN are two different entities.  We advised them the programming offered by ESPN+ via a subscription that is not available on ESPN which is through a cable/satellite provider.   We advised them that we would not be changing the ESPN+ brand as they are requesting as ESPN+ provides programming that is not offered by ESPN>

  
  Thank you,
  ESPN+ Customer Support

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It does not resolve my core complaint that the name or brand "ESPN+" is false and misleading advertising if it doesn't actually include ESPN within it.  It is fine that they are two separate entities, but then they shouldn't brand them exactly the same except for a "+" at the end of the second entity.  Having the second entity branded as "ESPN+" suggests to the consumer that they are getting ESPN plus additional content.  Again, this is false and misleading advertising which is illegal.
  
  
  
  Sincerely,
  
  
  
  ***** *******