Complaints
This profile includes complaints for Billshark's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 75 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/28/2024
Type: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 claimed to have saved me $39 per month and charged me over $350 to negotiate on my behalf. In reality, my bill went up by $39 per month.
Business Response
Date: 05/31/2024
We resolve this customer's issue directly with the customer and they are satisfied with the outcome.Initial Complaint
Date:04/29/2024
Type: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 received an email from this company offering to negotiate my cable bill and stating for me to reply "yes" to proceed. I never did but they still went ahead and negotiated without my consent and then presented me with a bill. Once I called them, they said I had to "opt out" on the email. This is not what the email said.Their website also has no way to delete the account. I have no way of knowing when they decide to negotiate for me again. This is a scam.Business Response
Date: 05/01/2024
The customers email referred to was sent in November 2023. The email is in regard to a different request. The negotiation for savings occurred on 04/01/2024 5 months after that particular email had been sent. A further email and SMS message were sent to the customer saying we were working on their bill negotiation on 03/26/2024. The savings were applied to the customer's account on 04/01/2024. Our customer service phone number is openly advertised on our website and the internet and, on her invoice. Customers can easily cancel through our portal as well.
The work had already commenced at the time that the customer requested to cancel our service and $113.88 in savings was applied to their Suddenlink account. As a courtesy and in good faith effort we have processed a full refund and the customer will still retain 100% of their savings.Customer Answer
Date: 05/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
At no point did I receive any sms from this company, and only found the email in my spam folder months later. Since I was not aware of any of these messages, it's impossible for me to have requested the service. My wife's employer pays for the internet service, so I had no need or interest in negotiating this bill. They effectively saved me nothing.
The last contact I had with this company was about 5 years ago, it's completely unrealistic to expect their customers to monitor their spam inbox for years just in case they decide to proceed with this service. Not to mention that at no point was I aware of needing to opt out.
If this is legal, then it shouldn't be. It's predatory and no one should have to pay for a service they were not even aware was performed.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 05/09/2024
The customer engaged our services and agreed to our terms of service (zip file attached) on 12/22/2021 when they asked us to negotiate a lower rate on their ********** Communications and we have kept the customer at the lowest rate for the services they utilize ever since then as per section 3b of our terms of service (screenshot attached).
The customer authorized us to keep them at the lowest rate available without interruption, these are services they agreed to and we have completed the service they asked us to do.
We emailed the customer in November 2023, on March 26th and again on April 1st, 2024, as well as sent text messages to the number we had been given by the complainant. All these emails have been opened by the customer including emails sent following our negotiation confirming savings and sending out the invoice for services rendered.
We have refunded the customer in full as a courtesy to them for savings of $113.88 that they still get to use and enjoy until 04/07/2025 as a result of our work for them.Initial Complaint
Date:04/26/2024
Type: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.
Had business with them years ago to help negotiate payments to an internet provider. Years later they had went with out my approval and took money out of my bank account of $316 claiming they lowered my internet bill for the next two years. I never asked for this and they never gotten my consent to do so. They still had my information from years ago and went ahead and did this on their own. Bank refunded the money but Billshark now wants that money that I never approved of the service.Business Response
Date: 05/01/2024
Per terms section 6e when the customer didnt reach out to us in 30 days we disputed the dispute and the customer succeeded. The $316.00 was returned to them via the bank.
We have voided the invoice.Customer Answer
Date: 05/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The business has stated that the invoice is voided and I will owe nothing on my end
Regards,
*********************Initial Complaint
Date:04/10/2024
Type: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 asked to cancel the service before they began the negotiations and they did not and I still received a very large bill.Business Response
Date: 04/11/2024
The work had already commenced at the time the customer requested to cancel our service and $840.00 in savings was applied to their Spectrum account. As a courtesy and in good faith effort we will process a full refund and the customer will still retain 100% of their savings.Customer Answer
Date: 04/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
Date:04/03/2024
Type: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 used this company ONCE!! When I saw how much they charged (considering it was way more than the actual bill) I opted out afterwards here it is MONTHS later I get contacted asking if I want them to help me again I said NO & opted out yet again just for them to CHARGE MY CARD!Business Response
Date: 04/04/2024
Hi *******, we have resolved your issue outside of this BBB complaint and responded to the email you have sent into ** today. Please let us know if you have any other questions.Initial Complaint
Date:02/03/2024
Type: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.
They are making up bills and claiming that they saved me over hundreds of dollars. I have a bill in my email constantly asking for me to pay 100$ for the subscription service, you have not saved me a single dime. Stop sending me fake invoices and dont send my account to collections because I never agreed to you negotiating contracts with the air. STOP MAKING UP FAKE INVOICES THE ACCOUNT # IS ********** . Im not paying your invoice, stop scamming and taking advantage of poorer folk who need the money in the first place, thats why they signed up for your account to save them money. STOP SENDING ME FAKE INVOICES PLEASE YOU HAVENT SAVED ME A DIME AND I HAVE *****, IF YOU CLAIM TO HAVE SAVED ME 240+USD I WANT THE ***** SEND IT OVER, MY SPECTRUM BILLS HAVE BEEN THE SAME FOR THE PAST 8 months and only recently went up 5 extra dollars PROBABLY BECAUSE YOU KEEP BADGERING THEM LIKE THEY HAVE A TAIL OR SOMETHING.Business Response
Date: 02/05/2024
I would like to address this customer's concerns about the subscription service and the invoices they've received. Please allow me to clarify that Billshark is not a subscription service and operates on a fee-based model where our charges are contingent on the savings we achieve for our clients.
According to our records, the negotiation for this customer's account was completed on January 31, ****. It is typical for the full extent of the savings to be reflected on their billing statement around February 15, ****. We acknowledge that it may take some time for these adjustments to appear on their bills, and we appreciate their patience in this matter.
Our ***************** team has made efforts to verify the promised savings, but we respect their request to no longer access their account directly. Therefore, we will rely on the information provided by the customer through a PDF statement to address any discrepancies in the savings application.
If this customer does not observe the anticipated savings on their 2/15/**** billing statement, we are committed to ensuring that the promised savings will be applied to their account or adjusting the invoice in question accordingly. Our primary objective is to provide the customer with the utmost transparency and resolution.
Furthermore, I want to assure the customer that we have respected their wish to opt out of our renegotiation process, and their account will no longer be included in any future negotiations.Customer Answer
Date: 02/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Im dissatisfied with the resolution because even if it is Subscription based it does not give you the right to make up an arbitrary number and claim you saved that money when the billing cycle hasn't even occurred?! Thats insane dude and as previously corresponded with the BBB I included a screenshot of that bill you sent me DATED AS DUE 2/8 not 2/15 or a reasonable date where I KNOW you have saved me money. AS IT STANDS YOU STILL HAVE NOT SAVED ME A **** DIME, DELETE MY ACCOUNT YOU SCAMMERS. I DONT OWE YOU A CRNT SINCE YOU HAVE NOT SAVED ME A SINGLE CENT SIMPLE AS THAT. STOP BUGGING ME
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Business Response
Date: 02/05/2024
There seems to be some confusion, we are requesting the *** copy of your billing statement from your provider in which we negotiated a new savings with. This statement will confirm our promised savings and will align with the fee of 40% that Billshark charges for services rendered.Customer Answer
Date: 02/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
No I do not want you to view my personal information which is up and down my bill, and thereby the pdf. Nor do I work for your company so I dont see myself as responsible for spending MY time censoring it. Figure it out. You have not saved me anything, I DO NOT OWE A THING, END OF STORY.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
Date:02/02/2024
Type: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 $351.50 to Billshark for negotiating a better monthly rate, which they did for areas of my wireless plan. However, as part of their fee collected from me was of removing **************** from my bill. I agreed to have them remove it, when asked, but they did NOT tell me this would be apart of the calculated fee, which would be $**** x 24 months (**** x 24 months x 40% = $86.30)! Removing Insurance IS NOT negotiation, and as a Customer, I can call and remove that at any time, or add it for that matter - I DO NOT NEED A 3RD PARTY TO DO THIS. This is an unethical practice to ensure their fee to me was higher. I asked for a refund for JUST those charges, which would have been **** x 24 months x 40% = $86.30, but was denied. I'm asking that these charges be credited to the payment method on file with them.Business Response
Date: 02/05/2024
We do not claim to do anything our customers can not do themselves.
That said, I'm willing to refund you the $86.30 in a good faith effort to resolve your BBB and your concerns.Customer Answer
Date: 02/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
Date:01/27/2024
Type: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.
They never confirmed if I wanted this service, they just assumed and then demanded money or they would go in to collection. We actually were going to another provider until now, and this has really put a finical burden on us.Business Response
Date: 01/29/2024
I can see your bill was submitted for negotiation through our partner Mint, in November 2022. Per our terms and part of our service is to continue to monitor customers' bills, to ensure they are never overpaying for their services.
On 12/19/23, our system did send an email, giving you the time to opt out of our services before we renegotiate. As we received no response, your Spectrum bill was negotiated on Jan 16th 2024.Customer Answer
Date: 01/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This policy is very predatory and is unexceptionable. I was not able to locate the email that was sent. I dont believe I should have to pay this, it should not just be assumed that was my request if u dont receive a response.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Winston
Business Response
Date: 01/29/2024
We understand your concerns and take our customer's feedback serious. We would like to extend as a good faith gesture a refund of 50% for the mis understanding.Customer Answer
Date: 01/30/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
Date:12/28/2023
Type: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 requested Billshark service through a Mint account, and later requested that it be canceled. The Mint account is no longer active, and the website will soon shut down. Nonetheless I continue to be billed by Billshark for services I did not request and do not want. I have emailed repeatedly for this account to be closed, to no avail. The responses promise that "tickets" have been open, but these "tickets" are soon closed without resolution.Business Response
Date: 01/02/2024
Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you've experienced.
Upon reviewing your case (Invoice Number INV-******), we acknowledge the error and would like to assure you that we are taking immediate action to refund the payment made for this particular invoice. You can expect to see the refund reflected in your account within 1-3 business days.
However, it is important to note that the invoice related to the *** negotiation services is a valid charge. Unfortunately, we are unable to void or refund this particular invoice as it corresponds to a legitimate service request.
Regarding your cancellation request and the ongoing billing issues, we deeply regret the frustration you have encountered. We do want to set proper expectations, as the request to cancel the negotiations took place after the completion of your *** account, but prior to your Optimum negotiation which is why we are able to refund the payment you made for the Optimum negotiation.Initial Complaint
Date:12/14/2023
Type: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 first used BillShark and saved a good amount of money. Paid my 40% for a few months of savings and was golden. Fast forward to 6 months+ later and Im hit with a $250 bill because they negotiated TWO YEARS in advance. I dont even know what ** having for supper tomorrow night, let alone if Im going to be using a service in 24 months! Its unconscionable to bait and switch customers like this through third party apps. If you look at the photos attached, youll see that there is ZERO mention of 24 months of negotiation. If I had signed up on their website and been presented with all of the information about how the service works, thats one thing. But, somehow, I owe this company $250 and dont even have an account with them! *** tried working with them in good faith to bring it down to a more affordable fee and even told them they were welcome to reverse any changes they had made to create these savings and theyve done absolutely nothing to assist other than offer $20 off. All Im asking for is some reasonable assistance to get the bill down to what was expected of the service which was a 12-month period. Or even an offer to create a 12-month payment plan. Anything but the lack of assistance or care that Ive gotten so far.Business Response
Date: 12/20/2023
We appreciate your feedback and understand your concerns regarding the recent billing issue with BillShark. Our goal is to ensure that every customer has a positive experience with our service, and we sincerely apologize for any inconvenience you may have experienced.
Upon reviewing your case, we acknowledge that there was a misunderstanding regarding the negotiation term, and we understand your frustration with the unexpected $250 charge. We genuinely value your business, and we want to address your concerns in a fair and satisfactory manner.
After carefully considering your situation, our support team has taken your feedback into account, and we are pleased to inform you that we have made adjustments to the invoice. The revised amount reflects a fair and reasonable resolution that aligns with the initial expectations of a 12-month period.
We appreciate your patience and your willingness to work with us to find a resolution. Our team is committed to ensuring customer satisfaction, and we are glad to have reached an agreement that meets your expectations.Customer Answer
Date: 12/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.While I appreciate the swift resolution of this issue, moving forward, I only hope that BillShark chooses to work with their clients BEFORE the BBB has to get involved.
Regards,
*****************************
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