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:02/07/2024

  Type:Billing 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 canceled my HBO Max subscription on January 26, ****. I received a new charge on February 3, ****, so I contacted support to investigate.Upon further investigation, while I canceled my account under the email address **************************** we learned that I was getting charged under another email address: ************************** This email address is off by one letter.The account under *********************** is connected to an **** account that is separate from my own with different users under the profile, none of whom I recognize or personally know. I was told to contact **** to resolve the issue. I need to escalate this further because I do not have access to this stranger's **** account information. My personal **** is not connected to HBO Max. If I had received any emails about this secondary account, I would have canceled it a long time ago, but this second account is not under my email, name, or **** account. I need these charges to stop ASAP as it has been going on for too long.I believe my information was accidentally connected to the wrong account, so I have been double charged for the past two years. (statement attached - there are two charges from HBO Max every month). I have not received sufficient help in closing the account. I need further action and a resolution. Over the past two years, I have paid an additional $401.74 due to second charges NOT associated with my account.Please advise.

  Business Response

  Date: 02/12/2024

  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 February 10, ****, and provided a resolution via email.
  
  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 02/15/2024

  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:01/25/2024

  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.

  HBO has fraudulently billed me for their max service for the last 13 months. Subscription was canceled 11/12/22 as per the email. Their customer care department acknowledges the account was canceled but states they have a no refund policy. Offered me 3 months refund, but that is unacceptable considering how much money has been billed.

  Business Response

  Date: 01/31/2024

  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 Jan 31, ****, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team
  

• Initial Complaint

  Date:01/17/2024

  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 could not sign into HBO max from abroad to cancel my subscription. After emailing support they did not cancel my subscription, instead telling me how to solve sign-in issues. I emailed them again saying I wanted to cancel. They said they didn't want me to cancel, but gave me a link to manage my account that did not work. Sign in still does not work overseas, their link doesn't work, and they seem to refuse to cancel my service despite asking for this in 3 different emails. As long as this continues I will still be charged for my subscription.

  Business Response

  Date: 01/23/2024

  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 reached out to **************** on January 20, **** and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

  
  

• Initial Complaint

  Date:01/04/2024

  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.

  I am writing this as my wife and I have been battling with HBO Max for multiple charges made on our bank account. We had a plan with ******* (Xfinity) that we received HBO Max free in our subscription back in 2019, which the plan stopped in January of 2022. Since June of 2021 we have been charged for HBO Max in the amounts of $16.08 for all of 2021 and all of 2022, then 2/6/2023 and 10/31/2023 as well. We then have 10 transaction charges for $17.15 from March-November of 2023. These charges were not authorized by myself nor my wife. We thought the older charges were linked to our Xfinity account so didnt think anything of the monthly charges. HBO Max was contacted multiple times over the past couple of weeks and baffled that they could not even find an account after multiple email addresses were given that my wife and I have ever used, and they still could not find an account. We provided the last 4 digits of the card being charged, some of the dates, the expiration date of the debit card, 5 email addresses and our zip code and nothing could be found. The customer service rep was baffled as he said their max support team being the highest security support couldnt find an account. I emailed a copy of the transactions on our bank account, providing no more info then originally given and they *************** an account. The email they provided is not mine, however is my first and last name. I spoke to a rep again today with HBO Max and she said they would refund up to 3 months. I started thinking and called back to advise I would like to please see about a full refund as money has been taken from our account without authorization, and they have clearly taken our money and were able to tell us the date and time the account was created and it was never watched or logged into under that email address again. They are now emailing today after the call stating will not refund any money as they have a no refund policy, but earlier today they were going to refund 3 months.

  Business Response

  Date: 01/15/2024

  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 January 15, ****, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team
  

• Initial Complaint

  Date:12/26/2023

  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.

  We canceled our subscription over a year ago and still are being charged.

  Business Response

  Date: 01/05/2024

  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 has reached out to ****************** on 1/3/2024, and we look forward to assisting further upon receipt of additional information at this time.

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 01/28/2024

  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]

   

  They have ignored repeated follow *** via email and are not taking this issue seriously. Very dissapointed. Their resolution was to cancel my membership from this month forward even though they charged me already since this case has been opened and they have fraudulently been charging me for over a year

   

   

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

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

  Business Response

  Date: 02/07/2024

  Dear BBB Team,
  
  Please find below an update of our additional follow-up efforts with ******************, in an effort to support his recent BBB communication #********.
  
  Max Customer Support reached out to ****************** on 2/7/23, and provided an him with additional information as well as an accommodation. 

   

  Thank you,

  Max Customer Support team

  
  

• Initial Complaint

  Date:12/26/2023

  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.

  I was recently looking at my previous credit card statements and realized that HBO Max had charged my credit card four times in the last six months. I did not sign up for HBO Max and do not have an HBO Max account. My spouse pays for HBO Max through our cable company, and I am not connected to that account in any way. I believe these charges are fraudulent. Here are the charges and dates: November 25, 2023: $144.50 (HBO Max says this is their annual charge)September 17, 2023: $144.50 (again, an annual charge)June 24, 2023: $57.50 June 21, 2023: $68.70 I spent about an hour in an online chat with an HBO Max customer service representative who claimed that because there was no account associated with my email, they could not help me. I asked multiple times to speak to a supervisor, and they ignored my request. I also asked multiple times why they couldn't locate the account with my credit card information and they also ignored that request.

  Business Response

  Date: 01/05/2024

  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 1/3/2024, and provided additional information via email.

   

  Thank you,

  Max Customer Support Team

   

• Initial Complaint

  Date:12/13/2023

  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 have attempted to cancel the Max streaming service on a number of occasion but have been unable to due to their poor customer service constantly transferring and disconnecting me. When I finally was able to cancel, I found out they will not refund me for the months not used. This is criminal. By refusing to refund me for the months not used, they are essentially stealing money. The account is canceled so max should do the ethical business by returning the money owed to the customer.

  Business Response

  Date: 12/13/2023

  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 reached out to **************** on 12/13/2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

  
  

  Customer Answer

  Date: 12/21/2023

  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.  Max has agreed to credit me for the months not used as originally requested 5 times prior.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  I already had a subscription with this company, using PayPal for payment. I took advantage of an offer on 11/21/23 to receive a discounted subscription for $2.99/month for 6 months. No changes were made to how payment was processed. Today my subscription is not active. I inquired with customer service on 12/6/23 as to why it was not active and was told that my payment did not go through. I verified there are no issues with my PayPal account, nor the credit card that is connected to the PayPal account. The second representative implied that I was not good with my money. Even if that were the case, why was a credit card charged if PayPal was set up and no changes were made when I took advantage of the promotional offer? The representative would also not honor the offer.

  Business Response

  Date: 12/13/2023

  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 12/13/2023 and provided additional information via email.
  
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 12/16/2023

  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]

  I would like to keep this open for 30 days to ensure closure. I resubscribed to take advantage of the offer provided to me, however it was not clear that I could not subscribe through the app, with the payment going through Apple. The representative said to reach back out once this month's subscription is complete and resubscribe directly with Max. I plan to do so and want to ensure that resolution is complete before closing out.

   

   

   

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

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

• Initial Complaint

  Date:12/05/2023

  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 ordered a sweatshirt from *********** and it came with a warped print so I reached out to customer service and Im expected to pay for shipping on the return both ways! That is so ridiculous and not expected from a company like HBO. I will no longer be ordering from here again like I have been every year for christmas gifts. Such a shame.

  Business Response

  Date: 12/15/2023

  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 12/6/2023 and received her approval to share her inquiry with the appropriate team that manages the HBO Shop.
   
  Thank you,
  Max Customer Support Team

  Customer Answer

  Date: 12/18/2023

  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:

  Its been 2 weeks and I have not received any more communication with HBO besides them saying theyre looking into it  

   

   

   

   

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

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

  Customer Answer

  Date: 01/03/2024

  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]

  I will not waste my time returning a defective product, you sent me a return label one Month after I contacted you. 

   

   

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

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

  Business Response

  Date: 01/30/2024

  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 shared her additional inquiry with the appropriate team that manages the HBO Shop.
   
  Thank you,
  Max Customer Support Team

• Initial Complaint

  Date:11/07/2023

  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 believe *********** are using deceptive practices in consumer marketing.Information from email received:No price change. Same great entertainment.Changes to Your Max Subscription Plan Hi there,Thank you for being a loyal Max subscriber. We wanted to inform you of upcoming changes to your subscription plan.On your next billing date, on or after December 5, 2023, the price of your subscription will stay the same, but some of your plan features will change. You can still stream all your favorite blockbuster movies, fresh originals, and iconic series.Heres what to expect:Current Plan Features: Ad-Free Plan Stream on 3 devices at once Full HD video resolution with select titles in 4K HDR with Dolby Atmos Download up to 30 titles to watch on the go New Plan Features: Ad-Free Plan Stream on 2 devices at once Full HD video resolution Download up to 30 titles to watch on the go If you would like to keep your plan, then no additional action is required. To find out how to manage or cancel your subscription, go to help.max.com/manage-subscription.Questions? Visit our Help Center.------Although the price and content will be staying the same there is a significant reduction in quality and consumption services. ------Be upfront and lead with something that highlights the lower quality and less ways to consume the same entertainment. ------"No price change" is very misleading as to have some of the services that are being taken away you will have to pay more.

  Business Response

  Date: 11/21/2023

  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 11/21/2023, and provided additional information via email.

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 11/22/2023

  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:

  [MAX wrote to me, which I don't see as part of this communication, I was not impressed with their inadequate response and have not heard from them since my response to them.]

   

   

   

   

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

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

  Business Response

  Date: 02/08/2024

  Dear BBB
  Team,
  
  Please
  find below an update of our additional follow-up efforts with ** *******, in an effort
  to support his BBB communication #*********
  
  Max
  Customer Support reached out to the customer on 2/6/24, and provided additional information to assist with his concern. 

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 02/23/2024

  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.
  

  Although the response is consistent with Section 3.5 that was not the perception that I had from this communication. In future perhaps you would consider how your communications will be perceived by your subscribers. 

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