Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/09/2025

  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.

  I have had a subscription with hbo max for years. Suddenly I can't access the service. I have tried to log on several times and am unable to.

  Business Response

  Date: 02/17/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication ********.
  
  Max Customer Support reached out to *** ******* on 2/10/2025 via email and provided additional information.
  
  Thank you,
  
  Max Customer Support Team

• Initial Complaint

  Date:02/01/2025

  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.

  This wad my third contacting MAX support , Saturday, February 1, 2025 . I cant get them two days before about me receiving a billing issue with my account. Please update your payment information. Keep streaming on my app. I was told even all I got I cannot have done all that I am paid up-to-date and I am still getting this notification. I want it removed.Well, that does not really help because I still have the issue and its very embarrassing when you have company and they see it. I want 6 free months. The ***s are not helping me I was accused of not paying or having my bill up-to-date, which is not true before the *** looked at my account. The *** is saying that the escalated mind problems to specialized team today on February 1, 2025 yet she said that right in the bill. I feel like Im just being pushed off. She didnt give me a claimant or number for this, but she cant tell me who to contact youcant tell me when will I be? You cant tell me what will be done or anything I feel like I am not being heard and I should not have this message on my account and I have to fight this card after days removed. I did nothing I paid my bill.

  Business Response

  Date: 02/06/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******** in an effort to support her recent BBB communication #********.
  
  Max Customer Support reached out to *** ******* on 2/6/25, and provided additional information.
  
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: HBO Max lied and never reached out to me. I am still getting the Update my payment on my hbo max account although it is paid up to date. I am not sure why HBO would lie about this matter. I am upset because nothing has been resolved.

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ** ****** ** *******
  
  
  
  
   
  

  Business Response

  Date: 03/11/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with **** ******* in an effort to support her recent BBB communication #********. 
  
  Max Customer Support reached out to **** ******* on 3/7/2025 via email and provided additional information.
  
  Thank you,
  
  Max Customer Support Team

  Customer Answer

  Date: 03/11/2025

  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.
  The message is no longer showing on my account.
  Sincerely,
  
  ** ****** ** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an HBO Max streaming subscription and receive monthly charges of $18.39 (currently) to my **************** account. I dont watch Max any longer and want to cancel the service. I was told by Max that I had to contact ****** Play to request the cancellation since the billing was through ****** Play. After days of attempting to contact ****** Play (and other ****** entities), I have found that I am unable to cancel the subscription through ****** Play because, in order to cancel, I have to sign into my old ****** account which I discovered has a non working phone number for an old android phone that no longer exists. When I try to sign into the ****** account, a confirmation text (for security purposes) is sent to the old android phone and since I cannot respond to it, account access is denied. So I tried to update the ****** account with a new phone number, but the only way to do that is to sign into the account first which triggers the confirmation text and wont let me gain access so it is impossible to change the phone number. The customer service people at ********************** are aware of the problem, have provided me with ****** phone numbers and website links that dont work, and have escalated the issue to their specialized support teamcase #********. Nevertheless, they will not cancel the subscription even though ****** Play is only a payment conduit, and the monthly subscription fees are going to Max. I have disputed the monthly charges with **************** but that dispute wont accomplish cancellation of the subscriptionit may only block a few monthly charges. I honestly have done everything I know to do, and I have not found a way to fix this through ****** or with Max. Max needs to stop pointing the finger at ****** and take responsibility themselves since they are the ones providing the service and getting the payments. They need to cancel my subscription and do a billing credit to my **** account immediately.

  Business Response

  Date: 02/05/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support her recent BBB communication #********.
  
  Max Customer Support reached out to *** ****** on 1/31/25, and provided a resolution via email.
  
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There has not been any resolution offered by HBO or accepted by me.  As far as I know, the matter was referred by HBO to ******, and I have heard nothing further since from HBO or ******.  Moreover, the last email (file attached) from HBO did not reference at all my request that the service be cancelled so that there are NO CHARGES GOING FORWARD.  It looks to me like this issue has been buried yet again in finger pointing and obfuscation.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 02/06/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support his/her recent BBB communication *********
  
  Max Customer Support followed up additionally with *** ****** on 2/5/2025 via email, and provided additional information related to her request.
  
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please see attached emails on 2-5 from me to Max Support and their reply.  Max has handed the matter of a refund over to ****** Play, and I have never heard anything from ****** Play so the refund issue is unresolved.  Further, Max Support remains responsible in this matter as the monthly premium payments went to Max.  ****** Play is only the payment mechanism.  So while Max would like to wash its hands of the matter by handing it off to ****** Play, Max still is ultimately responsible and must remain involved until the matter is fully resolved.  Lastly, it is incorrect that Max Support followed up with me on 2-5.  I followed up with them.  Otherwise, I would have heard nothing further from Max Support.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

• Initial Complaint

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a charge of $44.99 from ******************* on Jan 23, 2024 to my ****** account which me nor anybody in my household purchased. I contacted them and found out it is for a Max subscription, formerly HBO Max. I asked them to cancel and for a refund. The company says that they cannot issue refunds. Ridiculous . When I dove further into my ****** account I see the charge had originated as a Boomerang channel subscription. ********* hasnt worked for me in about a year and I believe for them to gone out of business. Yes I did have a boomerang account. I was charged Jan 23, 2024 for $44.99 of which I did not use that service because boomerang got cancelled. That gives me a total of being owed $88.98 for the two subscriptions. It is deceitful for Boomerang to just switch to hbo max without letting people have a Chance to cancel. Also I couldnt even use boomerang in 2024!!Please help

  Business Response

  Date: 01/29/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support her recent BBB communication #********.
  
  Max Customer Support reached out to *** ****** on 1/29/2024 via email, and provided a resolution.
  
  Thank you,
  Max Customer Support Team

• Initial Complaint

  Date:01/21/2025

  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.

  Every time I want to watch Max on my TVs I have to uninstall the app and resign in to be able to watch it. Im tired of doing this. I just want to be able to watch it when I want without having to do that like every other streaming app on my TVs. This is literally the only streaming app that does it.

  Business Response

  Date: 01/30/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication *********
  
  Max Customer Support reached out to *** ******* on 1/22/2024 via email and provided additional information.
  
  Thank you,
  
  Max Customer Support Team

• Initial Complaint

  Date:01/06/2025

  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.

  HBOMax does not allow you to cancel a subscription. While a law has passed forcing companies to make unsubcribing easy, HBO still does not allow you to cancel easily or at all. The links to the subcription management page do not work, causing you to sit on a loading screen that doesnt go anywhere. In attempt to contact a real customer service representative, the the representitive leaves the chat before speaking to you or hang up the phone when requesting to cancel. I want to cancel my service. I do not want to pay for a service I no longer use. This is illegal.

  Business Response

  Date: 01/10/2025

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with **** ******* in an effort to support her recent BBB communication #********.
  
  Max Customer Support reached out to **** ****** on 1/10/2025 via email and provided additional information.
  
  Thank you,
  
  Max Customer Support Team

• Initial Complaint

  Date:12/17/2024

  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.

  There are programs presented by Max which allow you to watch several episodes. To watch the season finale and subsequent seasons Max is asking for additional purchase money. I pay a monthly subscription and don't understand being asked for additional payment to watch finales. Seems like an extremely disingenuous and actually disgusting way of doing business. Consumers can watch the show but have to pay to see finales? Thumbs up business practices.Every message from Max ***************** is a nonsense response. For instance they ask how payment is made to Max so I provided a screenshot of the money coming out of my account via Amazon Prime. After they received that information they sent a reply that I buy Max through ****** and a canned streaming nonsense response.I am specifically asking why they ask for additional purchase to watch a shows final episode.

  Business Response

  Date: 12/30/2024

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ******* in an effort to support her recent BBB communication #********.
  
  Max Customer Support reached out to *** ****** on 12/30/24, and provided additional information via email.
  
  Thank you,
  Max Customer Support Team

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair 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 pay for HBO through my cable provider - WOW!. When I follow all of the steps to login to the HBO Max. app on my tv, it always kicks me out, asking me to re-enter my credentials through my cable provider. Every time I do this it always kicks me out. I cannot login the the HBO Max App on my TV at all. All I want is a human being from HBO Max. to help me login to the app on my TV. I have gone to the website, tried calling on the phone, and none of the resources provided helps me. I just want to talk to a human being who can help me sign into the App that I am paying for.

  Business Response

  Date: 09/12/2024

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with **********************, in an effort to support his recent BBB communication #********
  
  Max Customer Support reached out to ********************** on 9/12/2024 via email and provided additional information to assist with his inquiry. 
  
  Thank you,
  
  Max Customer Support Team

  Customer Answer

  Date: 09/17/2024

  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:08/16/2024

  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.

  Dear ***/*****,I am writing to file a formal complaint regarding what I believe to be a case of false advertising by the streaming service bundle HBO, ******* and Hulu (no ad) offered by HBO.The bundle was advertised at $29.99 per month with no ads, which seemed like a great deal. However, when I logged in to Hulu after purchasing the bundle, I was surprised to see that the cost would increased by an additional $17.99, bringing the total to $47.98 instead of the advertised $29.99. This price increase is not mentioned in the advertising materials and was only revealed after logging into Hulu, which I believe is deceptive and misleading.This discrepancy between the advertised price and the actual cost is concerning and feels like a bait-and-switch tactic. I believe that other consumers may also be affected by this misleading pricing, which could cause financial strain or frustration for those who were attracted by the initial offer.I respectfully request that the *** investigate this matter and take appropriate action to ensure that HBO, ******* and Hulu clearly and accurately disclose the true cost of their bundled services. Consumers deserve transparency and honesty, and I believe that this situation is in direct violation of those principles.Thank you for your time and attention to this matter. I look forward to your response and any updates regarding the investigation.Sincerely, *************************************

  Business Response

  Date: 08/26/2024

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with **************************, in an effort to support her recent BBB communication *********
  
  Max Customer Support reached out to ************************** on 8/26/2024 via email and provided additional information.
  
  Thank you,

  
  Max Customer Support Team

• Initial Complaint

  Date:07/11/2024

  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.

  I signed up during Cyber Monday for a special rate. My last two billing cycles I was charged $10.80 on May 25 and June 25. I wasnt notified of a price change in the promotional terms. Therefore, I would like to request a refund of both months because I believe this unfair billing practices.

  Business Response

  Date: 07/16/2024

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with ********************, in an effort to support his recent BBB communication #********.
  
  Max Customer Support reached out to ******************** on 7/16/2024, and provided a resolution via email.
  
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 07/17/2024

  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,
  
  *******************************