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:09/09/2023

  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.

  It's pretty s***** that this website charges $12/month to "watch" high school sports events, then when you try to actually watch an event, all you get is a screen saying they are having technical difficulties. If you can't provide the service you're charging for, close your f****** business.

  Business Response

  Date: 09/11/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. We are also sorry that we didn't meet your expectations. For clarification regarding refunds and account status: anytime a refund is processed, the access on that account is **************************** terminated. This was the case on 9/9/23 when you requested a refund due to the events you were trying to stream were experiencing technical difficulties. Should you request a refund on the subscription that was purchased immediately after that original refund was processed, you have 30 days from that date as we believe 30 days constitutes an adequate and fair period of time for the customer to evaluate our services. Let us know if we can help with anything else. 

• Initial Complaint

  Date:07/26/2023

  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.

  The NFHS Network took money from my account without my permission. I went back and looked and it was three months straight. I was billed on 7-26-23, 6-26-23 and 5-26-23 I called **************** and of course its a recording. Their business model is to make it hard to cancel or get a refund by not allowing the customer to talk to anyone at NFHS in person. I'm wondering how much money they are charging people because they don't have the time or patience to jump through the hoops and obstacles they throw at the customer.

  Business Response

  Date: 08/03/2023

  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, in order to improve our response times and to better assist our customers overall, we are no longer accepting incoming phone calls. Subscription related customer service issues must be submitted via email, webform, or chatbot, as this is the most efficient way to resolve these types of issues.  You can email us here at ***************************************** or visit our website to submit an inquiry via the bot or webform at nfhsnetwork.com. 

  In addition to the 2 refunds already processed by our team per your request on 7/26/23, I've gone ahead and processed a refund for your May charge as well. Details of that refund have been sent in a separate email. If you have any further questions please don't hesitate to contact us again.

   

• Initial Complaint

  Date:07/23/2023

  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 have a reoccurring charge of $10.99 a month from NHFC Network. I have canceled this .and when contacting them they can't find my account. Yet my chime is being charged month after month for something I am not using

  Business Response

  Date: 07/31/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. As communicated to you in our previous correspondence on 7/23/23, we were able to locate that account with the requested info under the email ****************************. I can confirm that the subscription is completely cancelled now. 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 all monthly charges between Feb 2023 and Jul 2023. 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. 
  

• Initial Complaint

  Date:06/26/2023

  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.

  The business has been charging $10.99 per MONTH for a service we did NOT sign up for as a subscription. When attempting to log in to 'Manage My Account' as suggested on their home page - their system does not recognize either of mine or my spouse's email IDs. There is no ability to contact the company and their chatbot doesn't recognize any account info. I am demanding a full refund for every month JULY 2021 - current. This is fraud. After seeing the many complaints on the BBB site - this company should not be able to do business in any state. AVOID THIS SHAM OF A BUSINESS.

  Business Response

  Date: 06/27/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far and for the trouble you've had trying to locate your account. There were no matches in our customer database with those 2 emails, but using the other info you provided I was able to locate that account under the email *********************. I can confirm that the subscription under that account is completely cancelled now, and you will not be charged for any additional renewals. 
  

  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 all monthly charges between January 2023 and June 2023. You should see that refund fully processed in about 5 to 8 business days. 

  Additionally, if you ever need to get in contact with our customer support team, you can always email us directly at ****************************************** or submit a support ticket from our *********** here ********************************************************************. Agents typically respond immediately and almost always within 24 hours. I didn't see any emails or ticket submissions in our system from you, so maybe it's possible you were sending any prior communications to the wrong place? 

  Once again I am very sorry for any inconvenience, but I'm glad we were able to locate that account for you. Let me know if there's anything else we can help with. 

  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20239989
  
  I am rejecting this response because: This is clearly your mode of doing business - hoping that people sign up, then continue charge them also hoping they don't know they are paying for a monthly subscription service - I've been able to locate many complaints against NFHS for this practice. Since you were able to find an email associated with this account, I'm certain you can see that the service was not accessed for 24 months (yet I was charged). Your offer to refund 6 months is unacceptable. It seems that after so many complaints to your 'business' you'd have figure out a way to avoid these complaints and re-assess your lack of transparency in your business operations. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/28/2023

  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. As pointed out previously, we have no record of any communication attempt to our customer support department from any of the multiple emails you've provided. 

  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 to August 2022. But due to the ****** of time lapsed from the start of this subscription, we cannot accommodate any additional refund requests in this case. We are sorry if this has inconvenienced you in any way.

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  We contacted them earlier this year to dispute the charges we were getting monthly. They reimbursed ** for the charges. We are continuing to get monthly billing from this account after receiving an email from them stating that our account had been cancelled. You cannot contact them by phone, only through email.

  Business Response

  Date: 06/15/2023

  On behalf of the NFHS Network I'd like to apologize for your experience and for the confusion surrounding the status of your account. We were able to locate an additional account under a different email address with an active account. One of our support agents communicated this to you on May 30 2023. That account has since been cancelled and a refund issued for the monthly charges of Feb 2023 through May 2023. Once again we apologize for any inconvenience surrounding your experience, but we are glad we were able to identify and resolve your issue. 

• Initial Complaint

  Date:05/01/2023

  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.

  My complaint is against NFHS NETWORK, because thy keep billing me $11.99 per month for a televised high sports games that I no longer want or need. I have tried to contact NFHS by phone, but they do not allow anyone to speak to a representative. Instead they tell you to contact your website. Unfortunately you need both your email address and your password to sign in. I cannot remember my password, so I provided them with my email so they could send me a link to set up a new password. Although I have tried repeatedly they have not sent me any email so I can set up a new password. I have tried repeatedly to send an email to them, but foe some reason my written emails simply disappear and apparently are not sent. My credit card company said the only way they could stop the monthly charges would be to cancel my credit card. This would be a HUGE inconvenience. Please reach out to NFHS and see if you can get my recurring charge of $11.99 per month stopped.

  Business Response

  Date: 06/15/2023

  On behalf of the NFHS Network I'd like to apologize for your experience with us and also for any troubles you were having managing your account. We see that you contacted us about resetting your password, and replied to you with a password reset link. We also immediately responded to your May 30 request that your subscription be cancelled with a confirmation that we had indeed cancelled it per your request. If there's anything else that we can assist with, we would be happy to continue to help as we have been with every one of your requests. 

• Initial Complaint

  Date:04/27/2023

  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.

  NFHSNTWRK of ******* ** continues to bill me $10.99 a month after I cancelled their service and say they don't take phone calls and their web site shows I have no subscription.

  Business Response

  Date: 06/28/2023

  On behalf of the NFHS Network I'd like to apologize for your experience with your account. I had a chance to look into this, and I was able to locate an additional account with a separate email address from the one you provided. It can confirm that the subscription tied to that account is cancelled and expired as of 5/13/23. It also looks like the two most recent monthly charges were returned to you. In the future should you ever need to contact our customer support team, you can always send us an email directly to ****************************************** or submit a ticket through our help center here: ********************************************************************

  Once again I am very sorry for any confusion surrounding your account, but I'm glad we were able to locate and take care of that additional account. 

   

• Initial Complaint

  Date:04/17/2023

  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 cannot cancel my subscription because I cannot email them (they don't recognize my email address). They do not accept phone calls), so I am at a loss to know how to stop the ongoing monthly charges to my account. These are unauthorized charges by NFHS in the amount of ***** per mo., pd for by my bank autopay on the 12th or 13th of each month. A refund of ***** would suffice along with a comittmwnt by NFHS to not call me, bill me or initiagte any contact with me. I want whatever subscription they have enrolled me in canceled. Can you help me? I thank you in advance for any effort you make on my belhalf in this.matter. According to their website,, they no longer take customer service phone callls to "enhance" their customer service.

  Business Response

  Date: 06/27/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I was unable to find an account with the email you provided ********************* which appears to be a typo when you submitted this BBB form. I also did not find any matching accounts in our database when searching the corrected spelling ******************** I was however able to use the additional info you provided here and located that account under **********************************.

  I can confirm that the subscription under that account has been cancelled as of 4/11/23, and the most recent charge was on 3/11/23. 

  Additionally, if you ever need to get in contact with our customer support team, you can always email us directly at ******************************************* or submit a support ticket through our chatbot or online help desk here ********************************************************************. I did not see any previous communication or ticket submissions from any of these emails in our system, so maybe it's possible you were messaging us in the wrong place? Either way, I'm glad you were able to figure out and cancel your subscription on your own. Please don't hesitate to reach out to us if you have any other questions or concerns. 

   

  
  

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  We cancelled this subscription over 6 months ago and every month get a $11 charge on our debit card. We have emailed used the website to cancel and complain several times and never does anything get resolved. The phone number only refers to the website. Not acceptable to be unable to cancel something which is stated to be cancelable at any time.

  Business Response

  Date: 11/01/2024

  Hi ******, 

  Thank you for sharing your experience, and I apologize for the delay in addressing this issue. We understand how frustrating it must have been to continue receiving charges after attempting to cancel, and were here to make sure its resolved.
  
  After reviewing the information provided, I wasnt able to locate an active account under the email provided: ***************** If theres a chance the account could be under a different email, or if youre able to provide the 11-digit code following NFHSNETWRK on your bank or card statement along with the date of the most recent charge, this would be incredibly helpful in ensuring we can locate and cancel the account for you.
  
  Youre also welcome to reach out directly to our support team at **************************************************************** with this information, and well prioritize your case to help resolve this as quickly as possible, including issuing any applicable refunds.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:03/28/2023

  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.

  The ********************************** Sports Network continued to bill my credit card two years after canelling the account. The provider does not have a means to contact them other than an email, which will go un-answered after you have made numerous attempts to email them.

  Business Response

  Date: 10/21/2024

  Hi *******, 
  

  Thank you for reaching out, and we sincerely apologize for the delayed response to your complaint.
  
  Weve looked into the details you provided but were unable to locate any support tickets or account under the information available. That said, we take all billing concerns seriously and want to ensure this matter is fully resolved for you.
  
  If youre still encountering any issues or need further assistance, please don't hesitate to contact our support team directly at ***************************************** and well be happy to investigate and address your concerns promptly.

  Thank you for your patience, and were here to help in any way we can.
  
  Best regards,
  **** *. 
  Voice of the Customer Program Manager, ********************