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Business Profile

Billing Services

Billshark

Complaints

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

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    • Billshark

      35 Parkwood Dr Ste 110 Hopkinton, MA 01748-1727

      BBB accredited business seal
    • Billshark

      PO Box 92 Hopkinton, MA 01748-0092

      BBB accredited business seal

    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 Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/27/2022

      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.
      On Sep. 6, 2022: Billsharks' negotiator contacted **** Wireless on my behalf to reduce my Wireless bill. However Billshark's negotiator did not tell me about a duration of the service, total savings, etc at the time of the negotiation via text. (Thus I was unable to make an informed decision.) On Sep. 9: Got an invoice of $201.60 for the total savings of $504 ($21/mo saving) for the 2 year duration. I wrote to them that I was not aware of the duration or amount I had to pay. Also I told them the service was very deceptive, unclear and ambiguous, and I am dissatisfied with their service. I told them to reverse the newly negotiated plan ($65/mo) to the previous one ($86/mo), and I am not going to pay for their service. However, they say that I signed their agreements upon enrollment. Sep. 13: **** notified me via email that my Free Internet for Life monthly promotional credit ($40) was terminated due to the changes made to my account, which was made by the Billshark's negotiator on the 6th. I promptly contacted **** Internet that I didn't want to lose my $40/mo promotional credit due to the $21/mo saving made by the Billshark and I wanted to restore my previous plan to get everything back to normal since I was losing $19/mo in reality. The Billshark continues to negate my explanations. Now they tell me there is conflicting information about my Internet plan. They say they did not contact **** on Sep. 13th although I kept telling them "I" contacted **** on the 13th to reverse the new plan back to the original "after" ****'s email notification. But Billshark wants "evidence." They say I need to submit my bill statements from **** for the next several months. I believe they make my dispute convoluted and to shift focus by denying my legitimate request of reversing the original agreement with them. I lost money by the service they provided. So I asked them to invalidate the agreement.

      Business Response

      Date: 09/29/2022

      When this customer signed up for our services they had to agree to our terms and associated fees.Whcih outlines our savings and billing structure. 

       While the Billshark rep was texting the customer and reviewing the changes to the account he also informed them of the savings. Prior to this, the customer agreed to switching to a more cost effective plan. And, there was no reservations once the customer got the text of the savings(see attached). 

      The customer also received an email of the savings breakdown, on Sept 6th which our system shows they opened on the same day 2-times(see attached).

      The customer did inform us of the change in the internet portion of the account, however, this was not until Sept 15th. Our QA team did follow up with AT&T and per there records the changes that were made to the internet part of the account was not until Sept 13th which was about 7 days after our negotiation took place, therefore there is no connection to our direct negotiation(it shows the account was put into a faster internet speed at a lower cost and the customer was still getting a promo for the life of the account). Also, it is important to note that during our original QA process there was no indentation during our call with AT&T that the customer even had internet services, nor did we have access to that particular account. 

      If the customer has reinstated their original wireless plan we will need the customer to submit the documentation, in order to review the invoice in question, as our QA team has already confirmed the savings we applied to the account are there, as well as the customer is still getting the price for life promo on the internet portion of the account.

      As for as the ****** review, the customer will need to remove this review themselves, unfortunately we are not able to remove ****** reviews directly from the platform. 


      Customer Answer

      Date: 09/29/2022

      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 repeatedly told the customer service that the negotiator did not inform me of the length and total cost in the text correspondence. Therefore I could not make an informed decision. And I dont memorize all of your agreements and proceeded with good faith in your company since I was led up you through Mint.com, which I have been a long time customer. Like I said, I have received an email from AT&T on 13th, notifying me that my internet promotion would be terminated due to the recent changes, which were made by your company. So on the same day, I contacted AT&T that I wanted to keep my original plan and reverse any changes made to my Internet account. You say your company is an expert bill negotiator and I am sure you have dealt with AT&T customers. So I cant believe your negotiator didnt ask if my wireless plan change would affect my bill in any negative way.  Ill attach a note I received from an AT&T person who says I lost my promotion on 9/6/22, on the day the negotiator made the change to my wireless account.

      Regards,

      Eiko 

       

       

      Business Response

      Date: 09/29/2022

      As previously stated, if the customer has reinstated their original wireless plan we will need the customer to submit the documentation, in order to review the invoice in question, as our QA team has already confirmed the savings we applied to the account are there, as well as the customer is still getting the price for life promo on the internet portion of the account. The email the customer provided it's showing anything in relation to AT&T directly therefore we are requesting PDF statements or allowing our QA team to recess the account to confirm our savings are no longer valid. 

      Customer Answer

      Date: 09/29/2022

      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.

      FAQ

       

      RE: As previously stated, if the customer has reinstated their original wireless plan we will need the customer to submit the documentation in order to review the invoice in question.

      I can submit the AT&T Wireless plan (which Billshark negotiated for). Please state which month bill statement you need.

      RE: as our QA team has already confirmed the savings we applied to the account are there, as well as the customer is still getting the price for life promo on the internet portion of the account:

      I am still getting my promotion because I contacted AT&T to reverse the negotiation Billshark made. I had to do so because your negotiator didn't ask AT&T to make sure I was not losing any  benefit by this negotiation.

      RE: The email the customer provided it's showing anything in relation to AT&T directly therefore we are requesting PDF statements or allowing our QA team to recess the account to confirm our savings are no longer valid. 

      I was asked to provide my "Internet" bill statements by your **************** personnel, not the Wireless statements. However, you simply need to look at my Wireless bill statement(s), I can submit that(those) in PDF.  Again, please specify which month so that you can see I am not getting the negotiated amount of $21/month off for the Wireless plan.  As I stated, my Internet plan was reversed to the previous fee because I contacted AT&T after I received the email alert from AT&T on 9/13. However, you didn't acknowledge the fact that I lost my promotion due to the Billshark negotiation. The **************** personnel wrote to me that your negotiator was not advised by AT&T and/or by me about the Internet promotion at the time of the negotiation. I find this explanation quite insincere since it was the negotiator's job to make sure I was getting what he wrote in his text ($21/mo savings), but instead I learned that I was losing $19/month in sum.

      Also, I wish the negotiator wrote in the text at the time of negotiation that I would be paying for $201.60 for your company upfront for supposed savings of $504 for 2 year period although you may say it's in the fine prints. If he had, I could have declined at that point.  Unfortunately,  By the way,  Incidentally, I could not find the "congratulation email" from Mint/Billshark in my email account although I searched. Perhaps it went to my spam folder and deleted automatically. Or I could have contacted you right then to decline the service as well. 

      I will continue this issue in this forum, including my submission of Wireless bill statement(s) to you. Again, please specify which month of the bill statement you need.  


      Regards,

      Eiko

       

       

    • Initial Complaint

      Date:09/17/2022

      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.
      After reading the words of **** negotiating CEO ************************* of Billshark in the Sep. 2022 issue of Consumer Reports, and seeing the partnership between Billshark and my online budget planner, Mint.com, I said, Why not? I always work to get savings, but maybe theyll help even more. Help they did not, to the tune of a $355.10 charge made by Billshark to my credit card on August 16, 2022. Billshark reviewed with me savings I had already rejected from ******* in order to get ************ Protection for our phones instead of the cheaper **************************** In a fit of insanity, this time I said, OK, Ill go back to Wireless Protection, and give Billshark 40% of the savings. I hadnt read the fine print, 40% of the savings, up front, over the life of the contract. Therein the $355.10 charge. Quite a bill reduction, huh? And then a courtesy discount of 20% offered when I contested the bill and their deceptive tactics, and requested a full refund. ***********************, ***************, **

      Business Response

      Date: 09/19/2022

      When this customer signed up for our services via one of your financial partner's applications. They had to agree to our terms and associated fees.

      Our shark reached out to this customer and went over their savings options, and the customer had to agree to the changes in order to move forward with the change(see attached SMS TEXT).  These changes included a better-fit wireless insurance plan as well as a plan that better fits the customer's usage. 

      When the customer came into our support department we did evaluate the customer's account and it does seem that the customer was a bit confused in regards to how our payment process works, they seemed to be aware of our fee, but not that we charge the full amount upfront, and due to the confusion our rep did offer the customer 20% off their invoice, however, the customer declined this offer. 

      On our invoice email, we did present the customer with a payment plan option to extend payments out across 3 months, however, the customer didnt take advantage of this option and the card that they provided during the enrollment was charged in full on the date it was due.

    • Initial Complaint

      Date:09/01/2022

      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 was billed for billshark and I didnt authorize billshark to do anything. I dont even know any account information and didnt sign up for billshark. Ive never been contacted from them , just all of a sudden saw a charge on my credit card. How can I cancel something I didnt sign up for. I dont have any account information with them or anything.

      Business Response

      Date: 09/02/2022

      This customer signed up for our services on 02/03/2022 through one of our financial partners, ******. At the time they enrolled in our services they submitted their SiriusXM bill for negotiation. At that time we reviewed the account and the customer was already paying the best rate, however, we were able to apply a one-time credit to the account which the customer was billed for, as you can see in the attached PDF.

      Then on 7/26/2022 this customers Shark reached out to them directly as there was now an option to save the customer more money. This was done via text, which I have attached as well. 

      This customer was aware we were from ****************** and they sent us their bill via ******. There was no indication that the customer was confused or didnt know about our services.

      At this point in time the customers charge is valid and therefore there will be no refund to process. 

      Customer Answer

      Date: 09/06/2022

      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.

      FAQ

      Regards,

      *****

      I see that they did text but I wasnt the one texting back  just found out it was my 9 year old son   I see that the last text was asking for my account number and since he didnt know it he didnt write back  he got on my phone and was messing around and must have signed up for it   But it wasnt me and I also see the bill attached said $2.00 but they billed me over $60 for something I never originally signed up for  

       

       

      Business Response

      Date: 09/08/2022

      When this customer signed up for our services they provided pertinent information, such as date of birth, full billing address, as well as a copy of their SXM account, along with their full credit card information. It is highly unlikely that a 9-year-old would have access to this information or want to save money on their accounts. 

      The $2 invoice that is referenced in the customer's reply, is to show this customer had a relationship with ****************** and was aware we charge for our services. 

    • Initial Complaint

      Date:08/28/2022

      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 saw a service for a company that helps reduce bills on my Mint app. They negotiate for the reduction and charge a percentage only if they are able to do so. Having said that as I registered for this program, it explicitly said that they will not charge me unless I confirm that I want the negotiated price. I am a wife, a mother to a toddler and work full time. I am very busy and do t always check my emails. I orally bill shark was communicating with me via text, so naturally I assumed the communications will resume this way. I had not receive messages after some time and was suspicious of this.Upon checking my bank account t I noticed a $240 charge from bill shark that I didnt authorize. Turns out they emailed me saying if I do not respond within three day, they will be charging my card. They did negotiate my bill down but locked me I a 24 month period which I would have NEVER agreed to.This is very deceptive, as initially I was told the charge will not go through without my permission. This is very upsetting and not a good business practice. I emailed them multiple times to refund my money as I am not interested in the negotiated terms. The response has been that they can not refund me. This is 2022, I highly doubt that is the case - they simply choose not to refund me. Specially since she offered a 20% discount which I am not interested in. I just want my money back and will neither recommend them, nor use their services. I was counting on that money to pay my bills and now am falling short because they charged my account without my approval.Please help! Thank you in advance.

      Business Response

      Date: 08/30/2022

      When this customer signed up for our services through our partner Mint, they did agree to our negotiation services and the associated fees.  This includes allowing our Sharks to attack their bill for savings.  As part of our services, we do capture those savings at the time of the original call as long as they do not change our customer's services, or extend any kind of contract.  

      Unfortunately, it's not possible to begin the negotiation with your provider, receive a savings offer, hang up - call/text our customer to present the savings, and then call the provider back. When we're on the phone with their provider and we are offered savings, we always capture it. In some instances, if we call back subsequent times, the savings provided may not be available. We make the assumption that our customers enroll in our service because they are interested in saving money. In an attempt to provide a great experience, we look to perform our negotiations as quickly as possible for our customers. And, take the hassle out of going back and forth when we can apply savings to the account, as long as it doesn't require any changes to the service. 

      I have reviewed the account in its entirety and there is no indication that the customer wasn't aware of our services, nor was there a request from the customer to not charge me unless I confirm that I want the negotiated price I have included the full text thread that the customer is referring to, and there is no response from the customer or request for them to go over the savings prior to us applying them. Also, when the customer signed up there was an option to include what we call Special Instructions which was left blank, on this customer's account during the enrollment process. 

      In fact, we didn't hear from the customer until July 21, 2022, which was 9 days after we completed their negotiation and the day after we charged the card that they provided at the time of enrollment to pay for our services rendered. 

      Customer Answer

      Date: 08/30/2022

      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. 

      I filed a complaint with claim#: ******** - I rejected the company's response to my complaint and somehow hit "proceed" without filling in the reason. Please add this reason to claim#:******** The main reason for my upset is that they charged my card and gave me very little time to respond. 3 days is not enough time for me to handle such matters. I work full time, and I am both a mother and wife. It did not mention in any way that I only had 3 days to respond when I initially agreed to this. I was left with the notion that I will only be charged when I approve the transaction. I did not realized that I only had 3 days. It was a week later when I was going through my emails that I saw the emails they sent me. Originally their communication was via text and so I assumed that they would text me such information. I I had known or made aware of this I would not have gone through with it, as I know I have a very busy schedule and can't always respond to emails quickly. I have made multiple attempts to have them refund me and they keep refusing. I have worked with hundreds of business over the years, and never have I encountered a place that can not refund me when there is an issue. This is absurd. I would like a full refund of $240 please. 

      Business Response

      Date: 08/31/2022

      The customer was notified of their invoice via email and SMS text on 7/15/2022, letting them know we are going to be charging their card that is on file, you can see from our system that the customer received and opened the email the same day it was sent. (see attached)

      Also, the customer prior to the invoice email/SMS text also received a savings email that clearly states they will be charged in the next few days, which was received and opened on 7/12/2022.(attached)

      So, the fact that the customer was not aware of the charge doesn't seem to be the case, based on our records. 

      The customer also has 5 days from the date they get the invoice until the card on file is charged- this allows the customer time to set up a payment plan option or reach out to our customer support department to go over alternative payment options.

      There is no refund due at this time as this is a valid charge as we performed the service this customer requested for us to do. 

      Customer Answer

      Date: 09/01/2022

      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. 

      First and foremost, the text messages I received (which I have attached) did not indicate that I had a timeframe to respond by. In addition on 7/21/2022 I responded via text that "I do not authorize this charge". I understand I am 1 day later than the 5 days, however for someone who has dealt with businesses for almost two decades, I can tell you that 5 days is not always enough time to respond. Specially if the timeframe indicated is not clearly stated. BTW if it was clear that I would be locked into a 24 month agreement, I would have never agreed to it regardless of the savings. At this point I have lost well over $240 with all the time I have spent emailing and disputing the charges. 

      Neither text message showed a timeframe in which I need to respond, and by the time I saw my email I was 1 day too late. At this point, since you have been giving me such a hard time for a refund it has left a very sour taste in my mouth. At this point, do you rather have an upset customer who will never want to acquire your services nor refer you to others, or refund said customer and keep the opportunity of possibly serving them in the future? The choice is yours.


      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,

      Sarine

       

       

    • Initial Complaint

      Date:08/28/2022

      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.
      This is a company the renews a service I signed up for without my consent. I contacted them to cancel after they had charged me for services I no longer wanted and assured me that they would cancel all subscriptions in May of 2022. They then went ahead and charged me, using a completely different number that wasnt authorized to them or part of the original payment, and despite the fact that they had told me they cancelled the services. And despite everything, their customer services reps send rude emails telling me that they wouldnt refund the illegal and unauthorized charges.

      Business Response

      Date: 08/31/2022

      Our Customer Support team is working to resolve this customers complaint via our support system. We will be refunding the customers account and adjusting the remaining balance in good faith effort. 

      Customer Answer

      Date: 09/08/2022

      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.

      FAQ

      Regards,

      *****

       

      I dont accept their response because they have some of the most awful customer service I have ever experienced. Also, they refunded only one payment made in August but didnt refund the previous payment, which was also disputed in April. I signed up for their mediocre services once and didnt want to be charged against through their sneaky and predatory ways of getting customers payment information so they can keep charging them for services they wouldnt want, especially that they dont save the same amount on utilities as they would the first time. This is a useless company and they are true predators. I feel sorry for those who arent aware of how many times this company is going to charge them for useless services after the first time. Also, even their initial services and the price I paid wasnt worth the savings for anyone who is willing to contact their utilities to negotiate better prices. ************ doesnt do anything that anyone couldnt do. There are always methods and programs for people to reduce the costs on almost anything. Please dont be their victim. Also, read the reviews that so many people have left on ****** reviews, yelp, BBB and ripoffreport. Again, what they do is very simple and you can do the same. If you arent able, ask someone else who could be aware of ways for you to save on utilities through your employment, age, and much more. 

       

       

      Business Response

      Date: 09/09/2022

      Yes, anyone could have negotiated their own bill. We do not claim to perform a service that our customers can't do on their own. Our customers enroll in our service for a couple of reasons; 1. they don't have the time to negotiate on their own, and 2. they don't want to deal with the headache of negotiating with their provider.

      It's also important to note that since our Sharks are doing this all day, every day, odds are that we will be more successful, and save more, than if you were to do it yourself. And...on occasion, we learn about unpublicized savings promotions that the general public would never know about unless they were placing thousands of calls into these providers.

      Our Customer Support team is working to resolve this customers complaint, it looks like there was an oversight on the refund amount, and we will be refunding the customer's account as promised. 

    • Initial Complaint

      Date:08/28/2022

      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.
      08/2022 In response to your statement:As mentioned, we charge 40% of the total savings we apply to your account each time you sign up for our services. This will vary depending on the amount of savings we are able to apply to your account during the current negotiation, however, our fee always remains at the 40% rate. The total of the *** Security was $325 you charged me $134. What amount has my balanced decresed? What savings did you provide? Futhermore *** has no record of your negotiation. ?

      Business Response

      Date: 08/30/2022

      At the time of our negotiation, the customer was paying roughly(before taxes and fees) $43.99(included the bill image the customer provided to us at the time of enrollment) our Shark was able to get a $14.00 decrease bringing the bill to $29.99(before taxes and fees). 

      The new rate the customer will be receiving is proof of our negotiation. It is not uncommon for the provider to not note the account that Billshark is the one that added the discount, as we go in on behalf of the customer. 

    • Initial Complaint

      Date:08/24/2022

      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 would like to discontinue since I didn't receive nor using any services with you guys.I was charged a huge amount of money thrown out of my bank account for what purpose?I can submit all the charges from June/July/August of $197.67. Can someone help me out with this one?

      Business Response

      Date: 08/26/2022

      There seems to be a misunderstanding, and we are working to resolve the complaint internally. We will be issuing a partial refund, due to a discrepancy in our original quoted savings. 

      Customer Answer

      Date: 08/26/2022

      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.] BillShark  will work with me  to resolve my issue.  Thank you for your time. 

      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,

      Remesia

       

       

    • Initial Complaint

      Date:08/22/2022

      Type:Sales and Advertising 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 had signed up for billshark from mint, I submitted my Xfinity wifi **** to be negotiated. I was paying ***** a month at that time. After a few days I received an email from Billshark stating that they reduced my **** by 20 bucks, this was not the case and the next **** I got from Xfinity was for ***** again. I received a invoice from Billshark asking me to pay them 40% of the saving even though they had negotiated no such savings. According to their terms and condition if they don't save me anything I don't owe them any money. I have been trying to contact them and ask them to cancel my membership but they are unreachable and I can't cancel it online. They are automatically charging my card on file after not saving me any money. Billshark can you cancel my membership with you and void my invoice as you have no right to charge me any money since you saved me no money.

      Business Response

      Date: 08/23/2022

      This customer signed up for our services on Aug 14, 202, through our partner Mint. At the time of enrollment, the customer electronically agreed to our terms and associated fees. 

      The customer reached out to us yesterday, Aug 22, 2022, at approximately, 10 AM EST- with that being said we do let the customer know we will reach out to them within a 24 hr window. In this customer's case we actually reached out to them 4hrs after the customer submitted the ticket, and by that time the customer already put in a ******************** complaint and didnt allow us to try and resolve the issue.

      There were no changes made to this customer account, other than a ****** credit applied to their statement. The one-time credit will reflect on August 29, 2022, or they can log in thru the Xfinity app to check that the credit was applied.

      At this point in time, the customer has yet to pay their invoice, therefore there is nothing to refund if applicable. 

      Customer Answer

      Date: 08/23/2022

      [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 will consider this complaint resolved as long as billshark cancels my membership with them.


      Regards,

      ***********************

    • Initial Complaint

      Date:08/17/2022

      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.
      They went through a few things pretty rapidly got me two, one times savings of $10 and $25. The bigger savings were supposed to be coming from my **** internet. $168 if I agreed to get a faster speed. They said they needed to set my an appointment for an **** technician to check my equipment. No problem, lets do it.They set my appointment for a week and a half later. Keep in mind that all this happened in one day. After each of the 3 times they told me they saved me money. They also said it might take a few billing cycles to show up. They also quickly sent out a link for me to give them raving reviews before I actually had any savings. Luckily I passed on that. A couple days later they were quick to charge my credit card for these supposed savings that I have yet to receive. Here we are today, I lost money missing work for an **** appointment that never happened. I couldnt complain to **** because I had no idea of the work order# number that this was supposed to be logged under or even what changes were actually supposed to be made. **** Shark was absolutely no help in this. They have already taken my money. So absolutely nothing has changed with my internet and they wont fix the situation or refund my money!!! They did offer to give me 20% of my money that they did nothing to earn back. To make matters worse of losing money trying to save a little, since I started dealing with **** Shark Ive started getting fake scam text daily. **** Shark definitely does not give you the follow through guarantee they claim.

      Business Response

      Date: 08/18/2022

      We apologize for any negative experience, that is not what we hope for our customers! We are currently reviewing your account with the Customer Support Manager, and will be reaching out shortly, in regards to a full refund, in good faith effort to improve your experience! 

      Customer Answer

      Date: 08/20/2022

      [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:
         Until I contacted the Better Business Bureau, all of Billsharks responses to the problem at hand seemed a little shady.
      Since BBB Involvement 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 #********. Hopefully, I wont have any recurring problems. I still feel very uncomfortable that I gave this company personal information and a credit card number. With that being said, I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      *********************
    • Initial Complaint

      Date:08/10/2022

      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.
      BillShark deliberately conceals their billing practices. They claim to have lowered my monthly internet **** with no proof. Both their contracts & the customer service representative deliberately concealed the charges of $450 billed upfront. They **** upfront for savings over a 24 month period, which is predatory because it was only ever disclosed in fine print. I complained about this to customer service, and they told me they would not refund me despite never being told that I would be billed upfront $450. I specifically asked the customer service representative about the terms of the ******************* and these details were concealed from me.

      Business Response

      Date: 08/11/2022

      This customer signed up for our services on July 22, 2022, through one of our financial partner applications. During the enrollment process, this customer had to agree to our terms and associated fee, in order to enroll in our services. Also, during the enrollment process, the customer had to submit their credit card information to continue, which included a snapshot of our fee of 40%(which you can see in the attachment). I have also included a copy of our terms where it is highlighted our fees. 

      At this point in time, the customer has not paid anything for our services, they have only received an invoice which they can set up on a payment plan to help extend the payment period. Therefore, there is no refund to issue, if applicable. 

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