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:06/26/2023

  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.

  On November 23rd of 2022 We paid HBOMAX for 1 year of service in advance . In early May of 2023 they had an APP UPDATE which we did and later discovered that they were no longer providing service in ************* where my winter home is. We had been subscribers for over a year prior to this, and were paying on a monthly basis. We contacted them and were informed that they could cancel our service , but would not refund the balance of months in which we are unable to access their service. So Basically they took our money , gave us just 2 months of service , cancelled the service and are keeping the money. they will NOT allow us to cancel onliune , We reduced to a Monthly subscription again. They flatly refused a refund saying it was because we purchased it from ************ , which is still their parent company. Many people have been ripped off and they are still offering subscriptions in *************., How can they refuse to refund the subscription balance and yet not allow us to access what we paid for?

  Business Response

  Date: 07/07/2023

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

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:06/21/2023

  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 tried cancelling a number of times. Please cancel.

  Business Response

  Date: 06/21/2023

  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 June 21, 2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising 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 purchased a month-long subscription ($16.99) on May 25, 2023, and was billed for a year ($149.99). I did not realize the charge amount until the next day, and canceled the subscription. I first attempted to request a price change from ************ but with no success (they said I lacked details after explaining that the company has billed me for a service I didn't purchase). I then contacted HBO, who informed me that I had to reach out to a different company since they changed their branding to **** After finally getting in contact with a customer service rep, I was able to file my request on 6/2 for a change to a month of service and a refund for the overcharged amount. I was told I'd receive a response after two days, but after not receiving a response for this long (not to mention not receiving a confirmation via email that I filed a request), I'd like to see if there's anything else I can do. I never wished to purchase this subscription and feel that the app and service level from HBO is purposefully misleading and confusing.

  Business Response

  Date: 06/21/2023

  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 June 21, 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:06/20/2023

  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.

  When HBOMax became **** the application wasn't ready to be released on the say it was released. I reported it (all conversations with ******************** will be attached. I had 6-7 conversations with them before ultimately asking for some free months since I, a customer, was paying them to debug an application which shouldn't have been released.To date, I have received 2 emails (which will also be attached) and now they have gone silent yet again.

  Business Response

  Date: 06/30/2023

  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 June 30, 2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:06/15/2023

  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 received an email from Discovery+ offering me a free trial to the newly changed *** streaming service. So I applied the code given to my *** account, it appeared to go through and that the trial had started. I look at my bank statement a couple of days later and see a charge. I wanted to give them the benefit of the doubt and waited to see if that was one of those charges that check your card and it goes away after a day or so. It did not and I reached out to their help and immediately got called a liar, despite having this email and code. I sent them screenshots as requested and waited for a response. I was told my issue was sent to a specialized team and haven't heard anything from said team in over a week. A simple refund shouldn't take this long or even just a simple explanation as to why it's taking this long. I'm not someone with a lot of money (hence the free trial) and it's unconsociable that a company is taking advantage of people and charging for something that was promised as free.

  Business Response

  Date: 06/15/2023

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with *** ***********;in an effort to support her recent BBB communication # ********
  
  - ******************** reached out to *** ****** on 6/15/2023 and provided a resolution via email.
  
  
  Thank you.
  ********************

  Customer Answer

  Date: 06/16/2023

  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:06/14/2023

  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.

  We have been paying for the streaming service "HBO Max" for some time. They recently rebranded to "Max" and forced an update to their streaming apps. The new application does not work with our equipment, and we have not been able to watch anything since the transition on May 23, 2023. I tried a number of troubleshooting steps before contacting their support.In the support ticket, I mentioned all of the troubleshooting steps I had taken, and that I also wanted a refund for the 3 weeks and counting that we have not been able to use the service we have been paying for.The initial response from the support person told me to try several troubleshooting steps that I clearly stated I already tried. The second response received said, "I am afraid to say that there is a no refund policy for subscriptions billed directly through **************** They also mentioned that it was a known issue and that they were working on it.How can a business continue to charge customers for a service that is unusable? Especially when it is a result of their own actions. A business shouldn't be able to say we have a "no refund policy" then carelessly issue updates that break their service for weeks on end without compensating customers for time lost. At this point, I don't know how long it will be before we are able to use their service again. I expect a refund for the time missed which is three weeks and counting.thank you,***********************

  Business Response

  Date: 06/26/2023

  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 6/26/23, and we look forward to assisting further upon receipt of additional information at this time.

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 06/27/2023

  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:

  Thank you for the response, and I appreciate the refund.  However, it looks like the app was updated on June 15.  It must have been automatic.  I've logged back into the app but still get the same behavior, except the video no longer stops with the error mentioned before.  The audio seems fine but the video is very choppy and stuttery.  It is unwatchable.  I've let it run for a good 10 minutes and it does not change.

  Please fix the app.
  

    

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

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

  Customer Answer

  Date: 07/14/2023

  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:

  This is just to keep the issue open.  The issue has been escalated within Max support.  

   

   

   

   

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

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

  Customer Answer

  Date: 09/29/2023

  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.
  
  

  The HBO Max app has finally been fixed!  I heard back from the person at HBO that has been communicating with me regarding this issue.  Tech support finally dug into the issue, fixed it and released an update.  We tested it last night, and the app now works! We can finally watch HBO again.

   

  I didnt see a way to resolve this issue on the BBB site, so let me know if there is anything I need to do.

   

  Thank you for your patience.

   

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

   
  
   
  
  

• Initial Complaint

  Date:06/08/2023

  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 have HBO there was no problem with the site but after updating to ***** was unable to get into my account.Spent hours on chat with advocates but unable to get me signed on. My subscription runs till Sept 29,2023 so Im still paying for the channel. I suggested that they check to make sure my account was transferred from HBO to **** I would just like to log on to my account and watch Succession or adjust my account and get the remaining balance back

  Business Response

  Date: 06/21/2023

  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 initially reached out to **************** on June 12, 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:06/05/2023

  Type:Sales and Advertising 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 purchased an annual subscription to HBOMAX on 2/27/23 through Apple for $149.99. My subscription is active until 2/26/24. Since HBOMAX converted to **** I have not been able to access my subscription. I have spent several hours with both HBO and Apple support, and neither has fixed the issue or provided a refund. I have had to purchase a separate subscription for $9.99 just to access content Ive already paid for, and the new subscription includes ads, while the previous subscription did not.

  Business Response

  Date: 06/14/2023

  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 ************** initially on 6/7/23, and most recently on 6/12/23, and we look forward to continuing to assist further if needed upon receipt of additional information at this time.

  Thank you,

  Max Customer Support Team

   

   

• Initial Complaint

  Date:05/30/2023

  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 have had an HBOmax account for a long time. Just the other day, HBO went through a stupid rebrand and now they just call themselves *** and got a new website. Since then I have not been able to log into or access my account. I was charged 4 days ago, like I am every month for my hbo subscription, however no I can't access my account. I've been chatting with an "associate" for over an hour now and they are telling me I have no account with **********************. but I was just charged for a monthly renewal billing subscription (LIKE I HAVE BEEN FOR MONTHS) - and I even used and watched the service last week!! They are gaslighting me and telling me I have no account, when I am being charged on my credit card for an account Ive been using for years and even used a few days ago. NOTHING has changed except their rebrand overhaul. And they're blaming the issues on me by not having an account. When I've had an account for years and used it earlier this week. I was just charged for this account. and now they won't let me access it and are telling me I have no account. IT'S NOT ROCKET SCIENCE

  Business Response

  Date: 05/31/2023

  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 has reached out to the customer on May 31, 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:05/30/2023

  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.

  On 1/16 2023, I Paid $99.99 to the streaming service HBOMAX, using Discover, HBOMAX is no longer, its HBO, when I go to sign in the service shows my name, and Welcome Back, to subscribe, you need to start your subscription. I have tried to contacted them, ***************, but it goes no were . You cannot reach these people by phone either. I lost 7 month of my subscription, when they change from HBOMAX, to plain HBO, I also tried to contact them through *******

  Business Response

  Date: 05/30/2023

  Hello *******, 
  
  Please kindly note you are not contacting the correct company, we are Fubo and you would need to contact HBO since Fubo is not affiliated with their platform. 
  
  Feel free to get back to our Care Team if you ever come across any additional questions, theyre always happy to help!
  
  Kind *********************** Team

  Business Response

  Date: 06/14/2023

  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 has reached out to the customer initially on 6/7/23, and most recently on 6/14/23. We look forward to assisting further if needed upon receipt of additional information at this time.

   

  Thank you,

  Max Customer Support Team

  Business Response

  Date: 06/28/2023

  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 June 28, 2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 06/29/2023

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

  I've issued a refund for $74.99 plus applicable taxes, for the remaining time on your subscription. Please allow **** days for the funds to be returned to your initial method of payment.
   
  Thank you,
   
  ************
  Max Customer Advocate
  Advanced Support