We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/06/2023

    Type:Service or Repair 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 pay for monthly ad-free service, but hbo started showing ads out of no where and now I see ads for every movie/show. Impossible to contact customer support. ********************** now has a chat bot that just directs you to irrelevant links. I want refund, customer supports numbers, legal department to give me address and details where I can file suit by sending proper paperwork. Please email me this way we have everything in writing.

    Business Response

    Date: 11/14/2023

    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 11/11/23, and provided a resolution via email.

    Thank you,

    Max Customer Support team

  • Initial Complaint

    Date:11/02/2023

    Type:Product 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 signed up for a 1-year subscription to HBO/Max on 6/14/22 with the understanding that my subscription would NOT be automatically renewed. Yet, HBO/Max charged me $149 for a renewal on 6/14/2023. I understand this to be in violation of the Restore Online Shoppers Confidence Act (*****), which, under the purview of the ************************ (FTC), requires a merchant to gain AFFIRMATIVE OPT-IN prior to renewal and charging a credit card. HBO did not seek and I did not give any affirmative opt-in before HBO charged my credit card for the renewal. I did not get around to calling HBO about this until 4.5 months after the charge was made because I had not noticed that the charge was made until a recent review of my credit card statement. I therefore did not request a full refund (despite the ***** violation) but only asked to be refunded pro-rata for the remaining time on the subscription which I had cancelled, approximately 5.5 months. After 1.5 hours on the phone with three different customer service reps, none who were actually empowered to do anything, I was told that my refund request had been declined. I find this unacceptable given (i) HBO is in violation of the law designed to prevent this sort of abuse of consumers and (ii) subscription services commonly take the pro-rata refund approach for mid-period cancellations (and this particular subscription is not even one that I authorized!). While initially I was simply seeking a pro-rata refund, I now believe that due to the emotional distress inflicted upon me and personal time sucked up by this process, that a full refund is more appropriate. Also, note that I now receive HBO via Spectrum Cable's bulk service contract with my building's management company, who in turn bills me by an increase in the management fees of my building - no specific HBO invoice. This is yet another reason why I wanted to cancel the direct subscription (which I did not authorize!).

    Business Response

    Date: 11/03/2023

    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 11/3/2023, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 11/07/2023

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:11/02/2023

    Type:Order 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.
    Despite being contacted on numerous occasions, in which its employers stated a discontinuation of service and guaranteed charges would immediately cease, Home Box Office **** (HBO) has continued to not only charge, but charges twice a month for its services. Due to the nature and irresponsibility on the part of HBO in cooperating with customer complaints and its escapism in automated technology while making contact with said customers, has become a major concern its customers, both at the present and in the future.

    Business Response

    Date: 11/07/2023

    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 11/7/2023, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team


  • Initial Complaint

    Date:10/31/2023

    Type:Billing 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.
    Continuously charged for a subscription i tried to cancel

    Business Response

    Date: 11/10/2023

    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 has reached out to the customer on 11/9/2023 and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:10/30/2023

    Type:Billing 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 my subscription 5 months ago and they continue to charge my accounts. It's impossible to reach them as their website doesn't get you to where you need to go.the website says I have no account but they keep billing me

    Business Response

    Date: 11/03/2023

    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 10/30/23, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 11/09/2023

    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

    They haven't given me a refund and they want me to provide information that they do not send.  

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 12/12/2023

    Dear BBB Team,

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

    Max Customer Support reached out on 12/6/2023, and again on 12/11/2023 to follow up further on her request.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:10/26/2023

    Type:Service or Repair 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 tried signing up for MAX and the app wouldn't work. It didn't go by thru however they charge me $17 and would not refund me

    Business Response

    Date: 11/02/2023

    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 11/2/2023, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:10/02/2023

    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 was charge for auto-renewing annual subscription of HBO Max ad-free plan was made on my credit card.I received no notification of the charge in advance and neither did I receive a receipt for the transaction. The only way I found it was when I was looking at the credit card charges.I brought the concern to a HBO representative over online chat on 9/30. The representative (incorrectly) stated that no refund can be provided because the payment was made over a month ago. In fact, the charge was made on 9/8.

    Customer Answer

    Date: 10/02/2023

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:09/28/2023

    Type:Billing 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 originally signed up for HBO Max streaming when I was in ******. I am now back in ****** and cannot access my account *********************** is blocked in ******) so I can't even sign in to cancel my account or see how to contact them. I managed to find a phone number to call online but they told me that they only helped for American accounts and I would have to call a ******-specific phone number. I tried to call that number and it does not connect and says it no longer exists. I also tried using their "chat" function but they will not cancel my account. I have already been charged $15/month for each month since returning to ****** (four months ago) and will continue to be charged because they will not let me cancel my account without physically being in ******.

    Business Response

    Date: 10/03/2023

    Dear BBB Team,

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

    HBO Max Customer Support reached out to ******. ***** on October 3, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Support Team

  • Initial Complaint

    Date:09/25/2023

    Type:Service or Repair 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 signed up for HBO last year. they enrolled me in an auto renew program which i did not even realize even though i was told i did accept and agree to the terms (seems shady)so once the year past they automatically renewed the service and charged my Amex $149 .I spoke to HBO and Amex and they are saying its non-refundable so no one can help me. This is very shady business and I would like my money back.

    Business Response

    Date: 09/27/2023

    Dear BBB Team,


    Please find below an update on our follow-up efforts with ************** to support his recent BBB communication #********.


    Max Customer Support reached out to ************** on 9/27/2023 and provided an update on his request and the next steps toward resolution via email.


    Thank you,
    Max Customer Support Team 

    Customer Answer

    Date: 09/29/2023

    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 EMAILED ME TO TELL ME TO CALL AMEX AND I EMAILED THEM BACK THAT I SPOKE TO AMEX AND THEY SAID I HAVE TO PAY THE CHARGE BECASE MAX SAYS NON REFUNDABLE ,THE 149 IS STILL CHARGED ON MY CARD AND NOT REFUNDED 

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 10/31/2023

    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 10/30/2023, and provided a further update via email.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:09/15/2023

    Type:Billing 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 purchased 1 year of HBO MAX a little over a year ago at a discounted price. I canceled the day I signed up to make sure to only have 1 year. They charged me for another year at the full price of $150. I reached out and the said they don't have a refund policy and there is nothing they can do. I reached out to my credit card company as well but HBO replied saying the same thing, and the purchase was kept

    Business Response

    Date: 09/19/2023

    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 September 19, 2023, and provided recommended next steps via email.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 09/26/2023

    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 have reached out to my credit card company who told me that when HBO sent me an email, the case had been closed already. I did reach out again to confirm though that it is closed and for them to add notes that HBO will agree to settle the issue, and will not be able to fine a dispute with that charge again. So I informed HBO of this and am waiting for a reply and resolution

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 09/29/2023

    Hello 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 followed up with ************** on September 29, 2023, and provided next recommended steps towards a resolution.

     

    Thank you,

    Max Customer Support team

HBO is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.