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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:09/12/2023

    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.
    My PayPal account charged $107.89 by HBO Max on 8/28/23. I contacted **************** through the Customer support email address. No response to date and I have sent another email. There was a confirmation the email was received. I know I don't have HMO Max, ** when I click on watching anything on HMO, It says it requires a subscription. Also, I was on vacation when this charge took place!!I want the charges reversed and an understanding how this occurred in the first place. I also incurred overdraft charges in the amount of $127. I want compensation for that as well. $234.89 total refund

    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 her recent BBB communication #********.

    Max Customer Support reached out to ************ on September 19, 2023, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:08/24/2023

    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.
    HBOMax is participating in a practice of charging people their annual lump sum fee without any warning or notice whatsoever. Customers have no way of knowing what the taxes, fees, costs, etc. are. The only way customers know the base amount for their plan is through their profile which also has a billing date on it. If a customer is signed up for a year long plan, they're held responsible for ensuring that a year later they have set some sort of reminder for themselves regarding the charge. Additionally, plans are advertised as $149.99 for the ad-free annual plan, however, the actual charge appearing on their bank statement will be $170.18. HBOMax has ZERO billing statements, notices, alerts, etc. forewarning the customer of this charge prior to it occurring and does not provide a breakdown of what the additional $20+ charge for taxes and fees is. This is a completely bad faith practice. When I contacted customer service the only thing they could do for me is send me an email confirming that I in fact was charged $170.18 (which I already knew based on my bank statement). The customer service representative could not provide me with anything else including a copy of an email that I was allegedly supposed to get prior to being charged. The only resolution (if you can even call it that) is the following response from the customer service representative: "I'll take it as a feedback and inform to our team, so that out customers have better experience using Max."

    Business Response

    Date: 09/01/2023

    Dear BBB Team,

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

    Max Customer Support reached out to ************************ on 9/1/2023, and provided additional information via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:08/15/2023

    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 received an e-mail this afternoon that stated my account information had been changed. We no longer have HBO Max and did not access the account. Please investigate this thoroughly.

    Business Response

    Date: 08/21/2023

    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 8/15/23, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:08/15/2023

    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 attempted to cancel my subscription on August 14th. The app buttons to select cancel subscription did not work. The service representative continued to ask me questions as nauseum and was clearly attempting to stop me from canceling my subscription. It is illegal to make it difficult to cancel and recurring subscription and I will report your company to regulatory authorities. Cancel my subscription immediately or face legal action.

    Business Response

    Date: 08/17/2023

    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 8/16/2023, and provided a resolution via email.

  • Initial Complaint

    Date:08/14/2023

    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 AKA Max was cancelled May 2023 in response to the end of a free trial. It was confirmed online. June - August 2023 My bank account was charged a total of $17.25 a month for a service we canceled and did not use. I am requesting a full refund for those 3 months charged.

    Business Response

    Date: 08/21/2023

    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 the customer on 8/14/23 and 8/18/23, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:07/24/2023

    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.
    Subscription was said to have been canceled but never was and billing continued to auto renew without my knowledge. I never agreed to their terms and never used their services post the attached cancelation notices.

    Business Response

    Date: 07/31/2023

    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 7/31/2023 and provided a resolution via email.

    Thank you.
    Max Customer Support

  • Initial Complaint

    Date:07/05/2023

    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 signed up for HBO Max Subscription on June 8th, 2023. The monthly membership fee of $15.99 was immediately deducted from my account. I have not been able to utilize my account due to an "unknown error" when trying to sign in. This problem has persisted from the initial account creation and subscription on June 8th until now, with no resolution. After multiple calls to the HBO Max Support line, they have still not been able to resolve this problem and refused to transfer me to their higher powers. When I asked to speak with management, I was placed on hold and then I was hung up on. Finally, their support team rea hed to me via email on June 26th, and I responded with screen shots of the error, and still have not received any response. I have not been able to utilize this treating service for one single second since I created and paid for this account. The ********************** support team has refused to provide any updates or explanation as to why there is an "unknown error" and have not been helpful in resolving this. They have been unresponsive and unprofessional. I do not know what I did to deserve this treatment, as I am a paying customer who is unable to utilize the streaming service I am paying for, and have made HBO Max aware of this on numerous occasions and through all channels that they have provided, with no resolution or attempt of resolution in their end. I am requesting that they be held accountable for their unprofessional actions and poor service, as well as their unwillingness and inability to even attempt to resolve this issue.

    Business Response

    Date: 07/14/2023

    Dear BBB Team, 

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

    - ******************** reached out to **************** on 7/14/2023 via email to help provide further assistance with his request.


    Thank you.
    ********************

    Customer Answer

    Date: 07/17/2023

    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:07/05/2023

    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.
    Hbo max is a streaming service that charges a monthly fee for its streaming service. Recently HBO upgrade their app from HBO to HBO MAX. With this change, the app, streaming, general utility and overall execution of the service is no unusable. >constant stream buffering >disorganized UI >app lockout >failure to meet even the most basic standards of modern streaming services.The inability to stream a show from the app makes the entire system worthless and unusable. The disorganized UI leads to even more difficulties simply navigating The app routinley locks out, goes to "black screen" and force closes With the above mentioned issues, HBO is potentially violating ****** NRS ******** deceptive trade practices

    Business Response

    Date: 07/13/2023

    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 the customer on 7/6/2023, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:07/05/2023

    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.
    I want to cancel my account, got runaround when I contacted them to do so.

    Business Response

    Date: 07/06/2023

    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 has reached out to the customer on July 6, 2023 and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support


  • Initial Complaint

    Date:06/30/2023

    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 want to cancel my subscription. Roku has no record of my subscription. I signed up there. When I went to cancel, I was offered a cheaper deal. I want out NOW. Their customer service chat ON A **** WEBSITE went to a ************* Division of HBO. they refused to give me the phone number to ************* support to CANCEL the SUBSCRIPTION

    Business Response

    Date: 07/06/2023

    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 July 6, 2023, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

HBO is NOT a BBB Accredited Business.

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