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:10/08/2022

  Type:Customer Service 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 only wanted I month subscription to watch my grandson play none home games. Left my daughter my credit card when I got home she said it would not let me. She tried 3 times and screen shot and showed me all three where said it was denied. So I took same credit card and and subscribed for one month. This all took place on the 10-6-22. And I checked my credit card on 10-8-22 and where my daughter was denied three times they charge my credit card $85 for that and I want my money back. You cannot call them you can only email so I emailed them with 2 different emails and Nfhs blocked both. That is why we are at this point no way to communicate with them.

  Business Response

  Date: 11/17/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I had an opportunity to look into your account details, and I believe I have pinpointed what is going on with your account and why there has been so much confusion with it. I located your daughter's account, and I can confirm that there were 5 failed charge attempts of $12.83 each. That totals $64.15 though, not $85 as you originally stated. So those failed charge attempts totaling $64.15 showed as pending on your statement at one point before dropping off completely. They also did not happen all at once, and none happened on 10/6/22 per your statement. They were failed renewal attempts on the monthly subscription initiated on 8/25/22. 

  The failed renewal attempts were on: 9/24, 9/25, 9/27, 9/30, and 10/4.

  I checked our system, and there are no other transactions on that credit card other than the initial subscription purchase on 8/25/22 and then the 5 subsequent failed  attempts. 

  The most likely source of the $85 charge on 10/6 has to be the Annual subscription purchased through the Roku app on 10/6 under your daughter's email. I am unable to confirm definitively though because the purchase was made using your payment details saved to your Roku account. We can only see that a purchase was made but cannot see any payment details like card info or amount, and we are also unable to refund or manage any account details due to Roku being the originator of that transaction. Our Annual subscriptions are $79.99 plus tax, so that is most likely the source of the $85 charge. 

  That being said, the only option for getting a refund for that is for you to contact Roku's billing department. I deeply apologize for any misunderstanding, and I hope I have cleared up any confusion. If there is still something that you need clarification on, please feel free to contact me anytime. 

   

   

• Initial Complaint

  Date:10/07/2022

  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.

  Oct 6 (yesterday) 2022 i just got back from my football game and i purchased a membership to for a month to watch my game and it worked for the night and i woke up this morning and it told to subcribe now like i didnt just spend ***** on a membership and thereis no way to refund

  Business Response

  Date: 10/07/2022

  I am so sorry you're having trouble with your account. I had a chance to look into this, and I believe I have identified the issue. The email address you used to purchase your subscription was misspelled. I have sent you a separate email with details on how to sign into your correct account. 

  I didn't find any contact or support requests from you in our records. In the future should you need any assistance, you can always get immediate help from us by emailing **************************************** or submitting a support ticket at our help desk here: https://playonsubs.zendesk.com/hc/en-us

   

• Initial Complaint

  Date:09/25/2022

  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 paid $10.99 for a 1-month subscription in May 2021 so I could watch my granddaughter's volleyball game. I realized in June that I had been billed that amount every month through May 2022 (called the credit card *** to stop payment at that time). The number and similarity of complaints against NFHS from customers who have had the same issue is alarming. I would like a refund for each of the months after the initial month's subscription refunded to me.

  Business Response

  Date: 09/29/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. 
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund the December 2021, January 2022, and February ****************************************** addition to the March 2022 through May 2022 charges that were disputed through your bank. Those chargebacks were accepted by us, so they have been refunded. Details of that refund have been sent to you in a separate email. We are unable to accommodate any refund requests on transactions dating back to 2021 though. If you have any further questions please don't hesitate to contact us again. 
  
  

• Initial Complaint

  Date:09/23/2022

  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 am more than happy to pay to watch live streamed games. Schools should be required to make an effort to allow us to see the game. ************ in ** have ** unable to see 60% of the field, and many of the plays are not in view. I would not complain if this was a free stream, but when i pay for it the school should be required to at least try to do an average job filming.

  Business Response

  Date: 09/29/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I've This error has been reported to the appropriate team so that they can work to identify and resolve these issues moving forward. We will get in touch with and coordinate with ************ on getting those cameras recalibrated. Thanks for reaching out and letting us know about this. Apologies for any inconvenience. Let us know if we can assist with anything else. 

• Initial Complaint

  Date:09/23/2022

  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 signed up for a 30 free trial in late November of 2021 to watch my niece play high school volleyball. one time.i just realized that without notice of any kind i was billed $10.99 per month to my **************** from January of 2022 through July of 2022. for a total of $76.93. The number and similarity of complaints against NFHS from customers with this same issue is alarming. Pleaes review my viewing history. i would like a refund for every month billed.

  Business Response

  Date: 09/29/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. Additionally, the NFHS Network has never offered any type of Free Trial ******s or promotions.
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund through January 2022. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again. 

  Customer Answer

  Date: 09/29/2022

   
  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:09/16/2022

  Type:Customer Service 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.

  Got there service but every week I get the same old story. We are having technical issues with our cameras. Other schools are playing there games. I want someone to contact me about this matter. I have connected the ************************* and still got no response back. Enough already

  Business Response

  Date: 09/21/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. As we have detailed in our prior correspondence with you, we have noted the issues you have reported to us and have been actively coordinating with our network operations team and the school in an effort to resolve them moving forward. Since we have been unable to resolve those issues completely in a short amount of time for the games you wished to stream, we had refunded you completely for you pass purchase. I wish there was more we could do for you. I assure you we take your concerns very seriously, and we are still actively working on a solution to the problems you have encountered. Once again I am very sorry for the trouble you've had streaming this year. 

• Initial Complaint

  Date:09/14/2022

  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.

  The date of transactions were 8/27/2022 and 9/13/2022.I had paid the business 1 dollar for the first fee and they had taken ***** dollars out of my account next. The business said that if I would pay a1 dollar I could watch my high school football game live and I would have a subscription but in a few weeks my subscription would charge me a higher amount of ***** dollars if I did not cancel it. I did email the company and called but the email said I had no account with them and that I would need to give them more information about myself. When I had called the number said it was in ************ ** the ** and that I had reached their front desk I had left a message and after my card had been charged once again (on 9/13/2022 the day I made the call right after I got charged ) for a dollar for out of the country call which is interesting because ************ is not out of the country it is ** *****************.

  Business Response

  Date: 09/21/2022

  On behalf of the NFHS Network I'd like to apologize for any trouble you've been having. I've had a chance to look further into your request. It appears that you may be the victim of a scam or phishing site. There are a growing number of malicious links that either impersonate our company or that deceptively advertise services like ours. The **** even has a social media graphic that we promote for awareness (attached here). We do not have any $59.99 price points for our subscriptions. The credit card descriptor is also not ours-"HLTHLINESBILL.COM". I tried Googling that descriptor, but I could not find any clear results or leads. I strongly recommend that you contact your credit card holder with this info. Once again I do apologize about this, and I wish there was something more I could do. Good luck. 

• Initial Complaint

  Date:09/13/2022

  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 signed up in for NFHS Network in March 2021 to watch a couple high school lacrosse games. I cancelled the subscription a couple months later, because of quality and technical issues, and have not watched it since. The subscription was cancelled but the automatic withdrawal from my account kept going. My son was critically injured in 2021 (gunshot through his face/mouth) and I did not notice the monthly fee on my bank statement. I have been overwhelmed with his care ever since. I finally noticed the monthly fees were still going and I contacted NHSF by email. Because email is the ONLY way to contact them. Even when I call any of the numbers given to me there is a recording that instructs me to send an email. When I noticed the reoccurring charge I logged into the account to see "no active subscription" and "no payment info" on the page. NO WAY to cancel a subscription that the site says doesn't exist! How can you cancel my subscription but not the auto payment? This is crazy. When someone responded to my recent email they told me that they cancelled my subscription at the end of this month as it was still active and sited the cancellation policy. I responded that I wanted to talk to a real person and provided my number. No return call or response to that email. I emailed again and ask to speak with a real person. They responded by email and confirmed they cancelled subscription at the end of this month, August 2022, but did not address the other 10 months in 2021 or the 8 months in 2022 that they charged me AFTER I cancelled. The customer service rep responded that I must have a "tertiary account" (whatever the heck that means) and that's why the charges occurred and that the account is cancelled at the end of this month. **************** refuses to contact me by phone to discuss.NFHS overcharged for 8 months in 2022 @ ***** months = $87.92 NFHS overcharged for 8 months in 2021 after I cancelled @ $***** = $87.92 Total overcharge is $175.84

  Business Response

  Date: 11/17/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. 
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and fully refund the amount requested (16 monthly charges of $10.99). Details of that refund have been sent to you in a separate email.

  Once again I sincerely apologize for the misunderstanding with your account as a result of any miscommunication, and I hope we have made right everything. If you have any further questions please don't hesitate to contact us again. 

  Customer Answer

  Date: 11/18/2022

   
  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:09/13/2022

  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 paid for a 1-month subscription in October 2021 so I could watch one of my daughters volleyball games while on a business trip. I just realized that I have been billed that amount every month through August 2022. The number and similarity of complaints against NFHS from customers who have had the same issue is alarming. The company needs to fix something about how their subscriptions work. Please look at my viewing pattern. I would like a refund for all the months charged after October 2021. In addition, I just looked at my account on nfhsnetwork.com and it says I have No Active Subscriptions. Clearly, the is an issue with your account and billing management systems.

  Business Response

  Date: 09/21/2022

  
  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. 
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund back through November 2021. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again. Please note that you have already been refunded for the Aug and July charges as chargebacks through your bank. In the future, we recommend contacting our customer service department for assistance with account or billing related questions or concerns since that's what they are there for. 
  

  Customer Answer

  Date: 09/22/2022

   
  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:09/04/2022

  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 purchase a subscription 2/2023 to watch a Grandsons Football Game. Game was not televised and was told automated camera not functioning properly Game was ***** Falls high school ID play Twin Falls ID in ********** I have since tried to cancel my subscription by following instructions on web site I was unable to cancel free of charge as promised and web site stated I had not subscribed. although my credit card had been charged, I would like a refund for game not televised and cancel my auto monthly charge. I have sent email request. You cannot verbally contact. I wish I had checked BBB first.

  Business Response

  Date: 09/14/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. We have cancelled your monthly subscription and issued you a refund for your pass purchase. That refund should appear in your account within the next 5 to 8 business days.Please let us know if there is anything else we can assist you with.

  Customer Answer

  Date: 09/16/2022

   
  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,
  
  *********************************