Complaints

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

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  Billshark

  35 Parkwood Dr Ste 110 Hopkinton, MA 01748-1727

  
• 

  Billshark

  PO Box 92 Hopkinton, MA 01748-0092

  

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:04/07/2023

  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.

  **** shark advertises that they do not charge for the service if they are unable to get you any saving. I requested their service to see if they could lower my ******* bill. Before their service my bill was $75 that included a loyalty discount of $10. After they made a negotiation my ******************* remained $75 and they tried to make the claim that they applied the loyalty discount, but it was already applied on my account before using their service. I submitted my previous bill showing this and they instead lied and said the discount was back dated. I confirmed with ******* that the discount was already applied prior to their negotiation. I have communicated this to bill shark but they have refused to resolve the issue. They have tried to charge me for services that were not done and are falsely advertising.

  

  Business Response

  Date: 04/10/2023

  Our Customer Support Team has notified the Billing Manager and they will be processing a refund, per our guarantee. 

• Initial Complaint

  Date:03/31/2023

  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.

  Billshark, via Mint, offered to lower my price on subscription services for a 60/40 split. I agreed to let them try to lower my ******* bill, saying I they needed to lower the price by 50% or $160. They said they could do $36 and pushed me in several texts to accept this. I kept saying no and their texts kept saying they were happy to move forward and I should expect an invoice for their services. When I protested they said it was too late to decline. Im sure Im not the first one to be subject to these inappropriate practices.

  

  Business Response

  Date: 04/03/2023

  After full review of this negotiation we can see that our Rep went over the savings options with the customer, and informed them of any savings potential with a contract. Once the customer declined the options, at this point our rep had already achieved a 1-time credit on the account. This is normal practice and a tactic that our reps use, to unsure our customers are always saving the most money possible even in the cases where a customer doesn't want a contract with the provider. 

   

  When the customer requested to cancel our services it was past the time to cancel the savings, as they had already been applied to the account. 

  Customer Answer

  Date: 04/04/2023

  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 # ********.

  I don't accept this response because I didn't want them taking any action on my part whatsoever.  I realized their tactics were underhanded and i didn't want them to do business on my behalf, nor did i want them to receive any compensation for their poor behavior. 

  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.
  
  
  Regards,

  Hope

   

   

  

  Business Response

  Date: 04/10/2023

  At this point in time, the opportunity has passed to cancel your negotiation as it has already been performed and savings have been applied to your account. We've already gone through the time and effort to negotiate your monthly bill with your service provider which is what you requested for us to do.
  
  

  Customer Answer

  Date: 04/11/2023

  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. 

  The opportunity has not passed - you have just chosen to say youve done the work I told you not to do and you took my money for it. I want the fee to be refunded. You should not be rewarded for ignoring my instructions. 
  
  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,

  Hope

   

   

• Initial Complaint

  Date:03/27/2023

  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.

  In February 2023, I decided to try BillShark because I've had a long history of increasing bills, discounts removed for no reason, and terrible support with ******* Wireless, so I wanted to see what BillShark could do to help. BillShark got a loyalty discount to my bill that I have also gotten from ******* in the past, which ******* has added then removed without cause or notice, just like many other discounts throughout my 5 years as a customer. After ******************** got this discount, they invoiced for an assumed 24 months of this discount, which I pointed out was unlikely due to my history with *******. They didn't adjust my bill, but they did extend that date that my invoice was due and said they would monitor my account.Whatever BillShark did also got me a numerous marketing and promotion comms from ******* that I've never gotten before. Then, as predicted, ******* didn't honor or apply the discount for my next bill and doesn't show that it will be on my bill after either, which I brought to BillShark's attention, even though they said they'd monitor it.So BillShark saved me a grand total of $25, with no indication that there will be any additional savings. After bringing this to their attention they adjusted my invoice from $250, to $240, somehow still assuming 2 years of savings when only 1 month has had a discount and there are now 2 additional statements from ******* without the discount. I now have an exhaustively long email thread with BillShark, without a resolution, and tons of spam messages that I never had before. My last request was for the invoice to be adjust to $10, for the single month's discount that I received, even though I feel like at this point it's cost me in time and effort. I've attached a screenshot from my ******* billing information to support this complaint and can also attach any communications with BillShark upon request. I hope this can be resolved without much more difficulty.

  

  Business Response

  Date: 03/29/2023

  We are willing to rereview this account with the *** statements from ******* as our QA team has already confirmed the savings are in fact reflecting on this customer account. Once in the initial QA process and twice proceeding the customer reaching out to our Support Team. 

   

  If the customer is willing to provide the *** copies of their statements they can do so by emailing us at ******************************* and we will review them at that time. 

  Customer Answer

  Date: 03/31/2023

  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. 

  If BillShark has verified the savings 3 times, as they stated in their response, why would I need to provide the same information they already have, and why would they have offered me the previous billing adjustment ($10 decrease) if the savings had been consistent? The bill has changed numerous times in the past month, which was my point to BillShark from the beginning, when they claimed 2 years of savings on a discount that in 40 days has been applied, been removed, and been applied again. I've had my bill lowered and raised by ******** with discounts confirmed then removed shortly after for years. BillShark got the same discount I previously had on the account and then that discount was removed the next month, and now ******* support has applied it to my account again, following my last conversation with them.
  
  My conversation with ******* support occurred because shortly after my complaint here, I received a call from ******* indicating that someone was trying to impersonate me and take control of my account. Fortunately, the BillShark rep didn't sound like me and couldn't answer the security questions, so they weren't able to take control of my account. ******* suggested I change my information which I have now done, and they suggested not sharing it with groups that would attempt "phishing scams" like what they had just witnessed.
  
  My agreement with BillShark was for them to negotiate a bill with my phone company; it wasn't for them to impersonate me and then try to take control of my account. I believe this is considered False Impersonation and is a crime. If this issue can't be resolved through the BBB, I may report fraud to another agency.

  Today, BillShark attempted to run my card for payment, despite this matter being unresolved.

  
  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: 04/03/2023

  At this point in time, the opportunity has passed to cancel your negotiation as it has already been performed and savings have been applied to your account. We've already gone through the time and effort to negotiate your monthly bill with your service provider which is what you requested for us to do.
  
  Extensive work and research has been done by our **************** team to determine the accurate amount of savings you'll be receiving from your provider. As stated before, the savings have been verified, therefore the invoice for our services are valid. If you have information that suggested differently, we would recommend sending the *** copies to our support team to further review. Until then your invoice stands.
  

  Customer Answer

  Date: 04/12/2023

  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 ***************************************** statements have changed numerous times in the past few months, with the discounts being applied, then removed, and then being applied again. I had to identify the last change to BillShark, at which time they took action by getting the discount back with ******* and discounting my invoice with them by $10 for the missed discount. My initial complaint was BillShark billing 2 years in advance for a discount that was inconsistent, and especially when I have to prompt them to maintain it. They point to their agreement for the right to charge 2 years in advance, but I don't think my efforts are supposed to be part of the service. After informing them of the changing discount and after no resolution to my complaint, BillShark has now increased their invoice, so as they know very well that bills can change quickly, as with *******. They've also attempted payment for the invoice multiple times even though this matter is unresolved. 

  ******* doesn't provide a record of changes to my bill, but they were able to send me text messages (attached), of BillShark accessing my account to make changes after this complaint was received, as well as the attempt by BillShark to take over my ******* account by impersonating me.

  As I have stated previously, I am willing to pay for discounts received but not for the uncertain future of a discounts, especially when I have to identify the inconsistencies to BillShark and then go 10 rounds with them for adjustments. I have not yet been presented with an invoice that only shows discounts received, rather than the maximum possible discounts received for the next 2 years. 

  
  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:03/13/2023

  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.

  On 03/13/2023 I was going to sign up with Billshark to lower my wireless, internet, etc. I filled out the info required and when I clicked submit it kept saying my date of birth was incorrect but it was not. I tried reentering it with the same prompt saying it was incorrect so I decided to just back out of app and forget about it. Next thing I know they took $5 out of my bank acct!!! I tried calling with a voice-mail only to leave your name and web address. I never received any kind of email that states this process went through. I will be getting my money back by calling my bank and reporting it as fraud/unauthorized withdrawl and they will take care of it. It's a ****** as my card will now be canceled and a new one will have to be issued.

  

  Business Response

  Date: 03/14/2023

  We are unable to find an account in our system associated with any of the provided information.

   

  Please provide the information you used to create the account, so we can work to resolve your complaint. 

   

   

• Initial Complaint

  Date:03/13/2023

  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.

  I recently signed up for Billshark through Mint. Advertised then was the ability to split their 40% fee on the total savings over 6 months. It was not indicated however that that "split fee over 6 months" was through PayPal. There are a number of issues with this but the two most significant are that PayPal is a CREDIT CARD and not a monthly payment service like Affirm for example and second if you already have a PayPal CC, you cannot use it to pay for their service, PayPal declines every time even with a large available balance. Had it been expressly advertised that the pay over 6 months was "Open a PayPal Credit Card that is interest-free for 6 months" instead of actually splitting the payment over 6 months, I would NOT have signed up for their service. This is far too vague and it should be stated clearly upfront. If it wasn't for this one issue, I would have been really happy with their service. I emailed them and they said I can either pay in full ($196), sign up for a Paypal credit card for 6 months interest-free, or apparently call them every month to pay it down (not a real solution). I have paid the full amount but I want others who search for them to be aware of their shady predatory marketing strategies.

  

  Business Response

  Date: 03/14/2023

  The PayPal option, is not related to signing up for a credit card, this is a "pay in 4 option" a "buy now pay later". There is no credit check required for this option.

   

  We do not offer any 6 month payment plans, I would also be interested to see where in the Mint app it offers "Advertised then was the ability to split their 40% fee on the total savings over 6 months." As, we do not advertise this on our website. We charge a simple 40% of the savings. 

• Initial Complaint

  Date:03/12/2023

  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.

  I instructed billshark NOT to sign any agreements. As you can see my bill went UP from the 114 I was paying previously, as well, you can see I was charged a 70 fee for some kind of home visit after their "help". I just tried to cancel my voice portion of my bill - for the landline phone, and I was told I cannot because I am locked into my bill for 2 yrs because I signed a contract for same. I did NOT. In addition to this Billshark is trying to bill me hundreds of dollars for "Saving me money" which they clearly did not do.

  

  Business Response

  Date: 03/12/2023

  Our records show there was no contract signed with ******* during our negotiation. Also, we are not able to use the screenshot provided, we would need an itemized statement so we can pinpoint where the extra amount is coming from, as this could be one time charges, example a movie rental, a late fee etc.

  If the customer is willing to provide a PDF copy of their Nov 27-Dec 26, 2022 statement along with their most recent statement, we would be happy to review and come to a resolution. 

• Initial Complaint

  Date:03/11/2023

  Type:Customer Service 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.

  Billshark said they negotiated my frontier bill however they just lowered my current plan with frontier and lower plan fee is shown as savings against current plan.

  

  Business Response

  Date: 03/11/2023

  I see the customer just reached out to our Customer Support team, we have forwarded this customer concerns over to our QA team to review and follow up with resolution. 

   

  In the meantime, we have pushed out the invoice in question. And, no refund will be issued at this time, as there has been no payment to refund if applicable. 

  Customer Answer

  Date: 03/13/2023

  [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. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:03/09/2023

  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.

  This company claims to have saved me money on my internet bill. They recently billed me $240 for "savings". What actually happened was they got my internet service with spectrum shut off. After paying a reconnect fee and now higher monthly rates, they ASSURED me via email that all further business together would be stopped immediately. They were explicitely told I want nothing to do with them. I do not want their service. I sent them proof that all that they did was make my bill worse.. *********** they are claiming happened DID NOT. Also these said savings were based on a 3 year projection and I am moving on May 31 and cancelling all services with spectrum. Today I get hit with a $240 bill. I demand this be refunded immediately.

  

  Business Response

  Date: 03/10/2023

  We understand that you were promised savings on your internet bill, but instead, you experienced the opposite. We apologize for any inconvenience caused by the shutdown of your internet service with Spectrum and the resulting higher monthly rates. We do want to make it clear this was not intended and we did try to resolve this issue prior to getting charged for the services we provided. 

  
  Regarding the $240 bill you received. We want to assure you that we are committed to resolving this issue and issuing a refund promptly. We apologize for any confusion or inconvenience that this has caused.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising 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.

  **** shark charged my credit card account $24. They had no authorization to do so. They did not contct me asking for payment. They had me submit my credit card to see if they could save me money but they could not.. They apparently have done this many times to many people in the past and I want them stopped. I have never had any company be this ****** before.

  

  Business Response

  Date: 03/09/2023

  Our customer support team has attempted to reach out via phone and email to resolve this customer's issue with the information provided in this complaint. However, we are unable to locate an actual account in our system, which unfortunately is delaying a resolution. 

• Initial Complaint

  Date:02/24/2023

  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.

  In December 2022 I decided to look into Bill shark. The guy told me that I was under a contract and then after the contract that they could negotiate for me. When my contract ended I called to see what deals were available with the service provider or and was going to call back to get that deal. **** shark sent me a notice a few days later, stating that they saved me money. I thought that was great. After a couple days, they sent me a notice that I owed them $288. I then realized they were charging me for future savings that they felt were negotiated on my behalf. I called the internet company and they informed me that the plan was a plan offered to all customers without a contract. I then asked **** shark why they didnt communicate my costs before making the change. They said that its all authorized when you sign up. I never created an account. They recently charged my account for this amount. Im protesting this because they do not give the customer the option to accept the savings. No, my plan was to call ******* to select my own plan. I did not get that option. Once they made the selection to switch me (which cant be undone) according to *******, after that haired, it looks Im on the hook for their savings. The next issue is that they are changing me for future 24 months of savings. It makes no sense to pay up front for future savings. Somehow they used my account information and billed my card but at no time did I provide my account info to this company. They may have pulled my card info from Mint. Mints chat has not been successful 3x. I have tried to ask them if they are aware of sharing my info with ***************Please have them refund all $288 as the plan that was available at that time was not a savings, it was the same rate that I have been offered of $85/month. They actually only lowered the $95/month rate that in had when I contacted them to $85. They technically called (impersonating me) and lowered the bill $240 (.40 their cut).

  

  Business Response

  Date: 02/27/2023

  
  When this customer signed up for our services through our partner, they had to manually input their credit card information, as well as electronically agree to our terms and conditions.
  
  We have tried to work with this customer to come to a resolution, however, they will not allow our ** team to access their account to verify that what the customer is claiming is correct. 
  
  It is important to note that during our normal initial ** process, our team did confirm that the savings we quoted were on the account, and the customer would see these within 1-2 billing statements. 
  
  Billshark does guarantee our savings, if the customer does not see the promised savings, we would either honor those savings or update the invoice in question. If the customer is willing to allow the ** team to reverify and or submit the most recent statement from their provider. 
  
  

  Customer Answer

  Date: 02/28/2023

  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. 

  [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.
  i have told the reps at bill shark multiple times that when they negotiated and told me my savings, they did not tell me their cost associated with these savings. There was no opportunity offered to me to sept or reject their negotiation. They just billed me $288 up front for possible future savings of $720. Since I have a bill for $115 this month, and notice $85, they have saved me $0. I will not pay this bill. 
  

  what I want from this complaint is 

  A)Full refund.

   B)change their business practice to be honest and tell the customer savings and costs and the tens of payments when accepting the costs/savings.

   C)an apology for using deceptive business practices.

  
  
  FAQ
  
  Regards,

  Hunter

   

   

  

  Business Response

  Date: 03/01/2023

  When the customer signed up for our services they granted us permission to negotiate with their provider and apply any discount we could obtain that wouldnt alter their account, and the savings we applied did not make any changes to the customers account, therefore, our negotiation didnt require any additional permission to apply the savings. 

  
  It is important to note that the reason the negotiation shark didnt mention the cost is that 1 when the customer signed up for the services they agreed to any associated fees, and 2, the customer didnt ask the shark what it would cost, our sharks are not trained to automatically give out the fee, as they are not the representatives that deals with the invoicing process, which was explained to the customer multiple times. 

  
  Unfortunately, at this point in time, there will be no refund, as the charge is valid.
  
  

  Customer Answer

  Date: 03/01/2023

  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. 

  [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.]
  
  

  I did ask ******* how much it would cost and to tell me what I might be charged yet they did not do that when they told me the savings. Why dont your people offer that info, because its deceptive business practice!

  
  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,

  Hunter