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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 34 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:11/10/2022

    Type:Order Issues
    Status:
    Resolved
    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 subscribed to a yearly subscription for HBO Max. I didn't realized it included commercials. I then subscribed to the yearly subscription without commercials. I was charged the full yearly price. I'd like to be refunded the $99.00 for the yearly subscription with commercials.

    Business Response

    Date: 11/10/2022

    Dear BBB Team,

     

    Please find below an update of our follow-up efforts with **************, in an effort to support their recent BBB communication #********.

     

    HBO Max Customer Support reached out to ********************* on 11/10/2022, and provided a resolution via email pertaining to his request. Thank you.

     

    HBO Max Customer Support 

    Customer Answer

    Date: 11/11/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. It looks like they're not the company to take up the dispute with. I will file a new claim with the correct company. 

     

    Best,
    *********************



     


  • Initial Complaint

    Date:11/03/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been being billed for an HBO subscription for the last year and a half. I have reached out several times to cancel and am always forwarded to another rep before being ignored altogether. The account is locked and the password does not allow reset. I have reached out on this issue also without success.

    Business Response

    Date: 11/03/2022

    Dear BBB Team,


    Please find below an update of our follow-up efforts with **************, in an effort to support his/her recent BBB communication #********




     - HBO Max Customer Support reached out to **************** on 11/3/22, and provided a resolution via email.


    Thank you.

    Customer Answer

    Date: 11/04/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/25/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Very sadly it seems that tech companies like HBO are making assumptions about everyday people and perhaps especially seniors who may not be as adept with newer technology as younger folks. More and more it seems there are assumptions made that we all have so-called smart phones and that we understand the aspects of so-called "apps" in order to avail ourselves of services. In particular as a *************** customer with a service package that includes HBO and is supposed to include HBOMAX, I now find I can no longer access HBOMAX services with my ********** control. Now I'm supposed to ?invoke an "app" to view HBOMAX programming although my television tells me I have free access for a program through HBOMAX??? While I do acknowledge that millions of people have benefited from technological advances, and I spent 30 years working with *** mainframe technology, I do not understand the frequent assumption that we ALL have smart phones, sometimes called androids and that we ALL understand so-called "APPS" and associated terminology and processes. These assumptions are very hurtful to many seniors who are unable to navigate through the new processes and who previously did not have to do that.

    Business Response

    Date: 11/02/2022

    HBO Max Customer Support had reached out to the customer on 11/2/22 and we look forward assisting further upon receipt of additional information at this time.

    Customer Answer

    Date: 11/04/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/06/2022

    Type:Product Issues
    Status:
    Answered
    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.
    HBO Max says this is their reference information Case Number: ******** Date Submitted: 9/30/2022 Subject: HBO Max Email Us Form - Troubleshoot_Fix - iPhone/iPad I have an iPad **** *********** as my TV provider and cable package that includes an HBO Max Subscription. The HBO Max App has two options to sign in (1) with a HBO Max subscription or (2) Login the app with a TV provider. When I login into the TV Provider it doesnt work at all. It just shows a loading signal. I have done all their recommendations, I talked with ***** and ********. They agree HBO App the problem. For some reason they app is requesting a HBO subscription EVEN when signing in with a provider.

    Business Response

    Date: 10/12/2022

    HBO Max Customer Support had reached out to the customer on 10/12/22 and we look forward assisting further upon receipt of additional information at this time.

  • Initial Complaint

    Date:09/27/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 contacted HBO. I didn't have access to the 2 weeks of my subscription. They told me because it was through ***************** ******* had to refund me. I called *******, they told me HBO had to refund me. Since HBO wasn't working, and they are the ones who got paid, they need to make sure my money gets back to me. They refused to let me speak with a supervisor after holding for over an hour. I want my refund. I already canceled HBO. Because in the years that I've had them, I've had at least 2 months with no service because the app is down and nobody ever helps me when I call.

    Business Response

    Date: 10/04/2022

    Dear BBB Team,


    Please find below an update of our follow-up efforts with ***** ************ in an effort to support his/her recent BBB communication # ********




     - HBO Max Customer Support reached out to ******* *******-din on 10/3/22, and provided a resolution via email.

  • Initial Complaint

    Date:09/14/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 cancelled an HBO Max subscription in 2021. I was continuously billed without realizing. I contacted the company in May 2022 to confirm cancellation and they said it was cancelled and would issue no refund. I am still being billed **** per month for a subscription to HBO max that I am NOT using, have called twice to cancel, have emailed customer service to cancel, and have cancelled through the HBO app itself. The app shows that service was cancelled May 8, 2022. My bank account was billed May, June, July, Aug, and Sept 2022 after cancellation confirmation.

    Business Response

    Date: 09/16/2022

    Dear BBB Team,


    Please find below an update of our follow-up efforts with **/***************** in an effort to support his/her recent BBB communication # ********




     - HBO Max Customer Support reached out to **./****************** on 9/16/22, and provided a resolution via email.


    Thank you.

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 canceled my monthly subscription 9/5/2022 and the renew date was 9/3/2022. I didn't receive a notice it was renewing beforehand and canceled it as soon as I could. They let me cancel but have not issued a refund of $14.99, instead they are trying to keep the charge for this month and not cancel until 10/3/2022. I just want a refund for the service I no longer want and no longer use. I contacted customer support but they are requesting a ridiculous amount of information to cancel a simple TV streaming service month to month subscription. I've never had this issue with any other streaming services, when I have canceled with them they either refund the unused days or the full amount and cancel the service the day of the request. I just want a refund and for it to be canceled. This issue has caused me to never want to do business with this company again or to use their services.

    Business Response

    Date: 09/06/2022

    Dear BBB Team,


    Please find below an update of our follow-up efforts with ******************, in an effort to support his/her recent BBB communication #********




     - HBO Max Customer Support reached out to ******************** on 9/6/22, and provided a resolution via email.


    Thank you.

    Customer Answer

    Date: 09/11/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/31/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    It came to my attention today that I have been billed through both Amazon and Apple for the same email account since 2020. I contacted HBO stating I was being charged twice for the same user email and I was told theres nothing that can be done because its two different service providers and I need to contact one of them for my money back!!! Its the same person! They also claimed they could only see the Amazon account. Ive been paying for double service for two years. Based on what Ive seen online Im not the first person this has happened to. HBO has to know this is occurring and yet they have no controls in place to prevent duplicate charges/subscriptions to the same person. They are making a profit off of people not realizing theyre being charged twice. Ive canceled the Amazon and Im seeking a refund of the charges. Ive attached confirmation that both services were simultaneously on the account at the same time.

    Business Response

    Date: 08/31/2022

    Dear BBB Team,


    Please find below an update of our follow-up efforts with ************************, in an effort to support his/her recent BBB communication # ********




     - HBO Max Customer Support reached out to ************************** on 8/31/2022, and provided a resolution via email.


    Thank you.

  • Initial Complaint

    Date:08/19/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 contacted HBO support for a resolution to my issue but was met with only scripted responses pasted over and over again. I contacted them to express my dissatisfaction that right after my annual subscription renewed, a majority of the shows I was planning to enjoy were cut from the line up. The reason I was given was because of their recent merger. I had asked for a partial refund on my subscription fee and they ignored my request. I was then passed to another support agent who said they would review my case...and then passed to another support agent who said they would review my case...repeat ad infinitum. I asked to speak with someone who didn't have to follow a strict script but was met with being ignored.

    Business Response

    Date: 08/30/2022

    HBO Max Customer Support reached out to ****************** on 8/30/22, and provided a resolution via email.

  • Initial Complaint

    Date:08/15/2022

    Type:Product Issues
    Status:
    Answered
    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 7 August 2022, I contacted HBO customer support by phone to report I was being billed twice for its streaming service. The customer advocate sent me an email and instructed me to provide screen shots in my reply to confirm the additional billing, as they only have record of me being billed at a 3-month promotional price of $7.50 until September 2022. I followed the instruction, and since that time, I have heard nothing more from HBO on this subject. The issue is that I was also billed $14.99 through a previous payment method which I changed in June as well. I am looking for your help with HBO to assist with resolving by providing a refund or crediting my account based on the discrepancy (14,99 billing).I am attaching the original email conversation dated 7 August. In June, July and August and other relevant documents. Thank you.

    Business Response

    Date: 08/18/2022

    HBO Max Customer Support reached out to ************************ on 8/17/22, and provided a resolution via email.


    Thank you.

HBO is NOT a BBB Accredited Business.

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