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:05/02/2025

  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 purchased a $100 video in March. This is a platform where creators sell content for purchase and that content is supposed to be permanently accessible after it is bought. The creator in question was running a scam. He made money from fans, and then deleted his profile two weeks later and removed all the content in the process. I have confirmation that the creator deleted his profile and removed the content himself. I immediately asked the company for a refund. This two weeks of access was not the agreement I had purchased this expensive content under. After waiting more than a month to produce a substantive response, the company tried to claim that they removed the content themselves because the creator violated community guidelines in posting it. This is false. But even if it weren't, there is no reason a customer should be responsible for a creator's behavior. In fact, the website's own complaint policy states this as much. This is a company that refuses to provide refunds to wronged customers.

  Business Response

  Date: 05/03/2025

  Hi there, 

  Thanks for sharing your concern with us, ******. Referencing Passes ticket #****** and #*******, we were able to credit you the total amount you requested for a refund. Please expect it to be credited back to your account within 3-5 business days. Additionally, due to the inconvenience you experienced with our team, we also granted you an additional $20 in Passes credits, which you may use to purchase content on the platform. 
  

  Again, thanks for your patience on the matter and hopefully youll have a better experience moving forward. 
  

  Passes Support

• Initial Complaint

  Date:03/31/2025

  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 March 1, 2025, I subscribed at the highest membership level to a Creators page on the Passes platform for one year. I received notification that my membership would expire on March 1, 2026. My Passes page showed my membership expiration date as February 24, 2026. I e-mailed Passes support and provided the details along with screenshots showing my proof of purchase and my Passes membership page with the incorrect date.On March 2nd, Passes Support e-mailed me to provide the information which I had already provided, which I did again. On March 3rd, they stated they would look into it and "forward it to their investigation team promptly" and thanked me for my "patience and understanding" and furthermore that they were "committed to getting this sorted out." One e-mail stated "I understand how perplexing it must be to see your subscription renewal set for February 24, rather than the full year following your purchase on March 1, 2025. Please accept my sincerest apologies for any confusion."After numerous attempts to get things "sorted out," there was no true response, only verbatim messages with a different "name" attached to them and/or my e-mails were totally ignored. I could not find a customer service phone number anywhere. This has been going on for a month now and I am no closer to what should be the simple and obvious resolution of correcting the date.I am convinced that Passes does not care about their customers. They already charge the creator a fee and then charge the customer a hefty "processing fee." If they can short people by a week, they can collect fees from both creators and customers again sooner. The Membership Purchased e-mail states the information correctly, so many people might never notice the small incorrect date on their actual Passes page. This amount of money could become a substantial amount across the platform.All I am asking for is for Passes to change my membership expiration date to the correct date of March 1, 2026. Thank you.

  Business Response

  Date: 04/29/2025

  Hi there, 

  Thanks for reaching out to us-- we have corrected your membership expiration date to March 1st, 2026 (Please review our latest response to your ticket with reference # ******). 

  Apologies for the late response as we are currently improving our support operations-- please expect faster response times from us moving forward.

  Thanks!

  Passes Support

  Customer Answer

  Date: 04/29/2025

   
  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,
  
  ****** Town