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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:05/24/2023

    Type:Customer Service 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 have tried to go through the companies customer service department to resolve the multiple issues i have.However each time, whether it is through text, chat, etc, i face foreigners who do not understand the english language and cannot help me. Instead they just repeat the same information over and over again thinking that will solve the issue.I need to speak with corporate on the multiple complaints and issues i have with HBO and the transfer to HBO Max.HBO will need to provide a corporate level phone number and email.

    Business Response

    Date: 06/07/2023

    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 reached out to ************** on May 31, 2023, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support

  • Initial Complaint

    Date:05/22/2023

    Type:Order 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.
    On April 27th 2023 I signed up for a free trial with HBO MAX and I was charged $1.00 and then $11.33. I immediately canceled the trial. I contacted HBO MAX about the charges several times , there response was , they don't do refunds for subscriptions. I was charged for a free trial not a subscription. (Can't upload screen shot)

    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

    Customer Answer

    Date: 06/01/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, 

    Sincerely,

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



     

  • Initial Complaint

    Date:05/19/2023

    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 am attempting to cancel my HBO Max account for ***** per month which is billed through ******* I have repeatedly tried to sign into my account with ********************** by resetting the password. They send a password reset, yet I still cannot log into the account. I want this subscription canceled. Most of the HBO series are dropping from the network and we rarely watch HBO as a result. It is a waste of money.

    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:05/04/2023

    Type:Order 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 charged $99.99 for a service renewal that I did not approve. HBO Max did not send me communication prior to let me know that my subscription was about to end. HBO Max refuses to refund me the $99.99.

    Business Response

    Date: 05/09/2023

    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 May 9, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support

    Customer Answer

    Date: 05/09/2023

    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:04/28/2023

    Type:Delivery 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.
    Hello,Can you please reach out to GoCashback at ********************** with the reference number ******** which I was given by ***** [Advanced Support] as an order number replacement since there was none that I then reached out to GoCashback so they could verify it so they can award me the $10 cashback for signing up for an HBOMAX subscription? My GoCashback account is under ********************* (not the same as my HBOMAX account) so please mention that too just in case. I've been waiting since November 2022 for that missing cashback and they keep saying they are verifying but the status still shows as "reviewing" and I contacted them via BBB and they stated, "Our team resubmitted all the order inquiry to HBO MAX, we do not have any idea what seems to be the reason they do not respond, we apologize for this matter as we do not also have control of when they can review and finish checking the inquiry." so it seems the department within HBO that deals with Cashback, etc is not responding to their inquiries. I would appreciate resolution of this issue.Thanks,*****

    Business Response

    Date: 05/10/2023

    Dear BBB Team,

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

    HBO Max Customer Support reached out to ************ on May 10, 2023, and provided further information via email.

     

    Thank you,

    HBO Max Customer Support

    Customer Answer

    Date: 05/10/2023

    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 

    The email they sent I was told that I did not complete a subscription purchase on 11/28, which is definitely incorrect since I did have the valid subscription starting on 11/28 and I had been using it.  Please have them respond to the reply I just sent to them via email.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 05/17/2023

    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 5/17/23, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support

    Customer Answer

    Date: 05/17/2023

    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.  **** from HBO MAX helped resolve my issue to the best of his ability accepting my offer for a refund of the subscription fees associated with it due to an online cashback site not following through with what they advertised refusing to help further when HBO MAX was more than happy to if they would have.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/27/2023

    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.
    In the age of smartphones, mistakes can happen. I was considering signing up for HBO Max, but didn't know for sure. The window/page was open on my phone. I got distracted with something and forgot that it was on the phone, basically. But I don't know if buttons got pushed inadvertently in my pocket or what exactly happened. (This kind of thing happens a lot with my phone. It ends up calling people back or opening a ******* video, etc.) The point is, I didn't want to sign up for HBO Max, nor did I authorize it. It was a mistake. I don't use the service, and I've contacted them several times about this mistake, but they keep giving me the same robotic response. I've sent the documents they needed twice and tried to get this settled with them to no avail.Also, HBO Max doesn't clearly state a No Refund Policy, which they're saying I agreed to, but I didn't 'agree' to anything. I just want the money refunded back and for them to be fully upfront and clear about their charges for other people considering buying it. I won't ever be signing up for their service now. I think if someone isn't satisfied, or doesn't want the service, or in the event of a mistake, they should just get their money back. It shouldn't be a big deal.Case Number: ********

    Business Response

    Date: 05/02/2023

    Dear BBB Team,


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


    HBO Max Customer Support reached out to **************** on May 2, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support


  • Initial Complaint

    Date:04/18/2023

    Type:Customer Service 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 canceled HBO on 3/22/23 and they continue to charge me. I received an email that my account was canceled I was charged in April and will be charged again in May. I have written to HBO three times about this. They wrote that they will not provide a refund and that I must indicate that I do not want to auto renew. No button on my subscription page mentions auto renew.

    Business Response

    Date: 04/18/2023

    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 April 18, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support

  • Initial Complaint

    Date:04/17/2023

    Type:Sales and Advertising 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 canceled this service last year. However, I was charged again December 31, 2022. I called to cancel again and was told they would not refund my money. I was informed I had to keep the service until December 31, 2023.

    Business Response

    Date: 04/18/2023

    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 April 18, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support Team

    Customer Answer

    Date: 04/18/2023

    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:04/17/2023

    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 am writing because I previously requested cancellation of service and just realized I'm still being billed. I receive HBO Max free through **** as of April 2022 - however I was unaware until the end of last year. Upon finding out, I signed up and then contacted *** asking about rebate (this was the process when I was at Tmobile and they paid for ******** I thought it was the same process but it was not. So, I had to sign up through a link I believe, provided by ***. Upon doing so, I then had two accounts. I contacted HBO shortly after explaining that I already had it free through my cell service and asked if they would possibly refund me for that first month as it was a mistake/accident, and obviously that account needed cancellation. I did not check back to see if they had refunded me...but I did assume that the account was closed as requested. However, I just happened to catch a glance of some recent bank transactions, and shockingly, HBO charge is still charging me on this duplicate account. I am writing to request help. There are two HBO Max accounts - under two different email addresses - ********************** and ******************* I need the accidental account (the one which is charging me) canceled immediately. I would also like to again request that I be refunded - I've paid for HBO many months of my life. I'm a good and appreciative customer. For once, I have the opportunity to receive your content free of charge (for 12 months, at least). I would appreciate it if you would make this right and undo these charges for this new, accidental, duplicate account. Please. Thank you.

    Business Response

    Date: 04/18/2023

    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 April 18, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support Team


    Customer Answer

    Date: 04/24/2023

    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 m***er has been resolved.

    I received an email from them letting me know they would be refunding the charges for the duplicate plan. I appreciate everyone's help with this headache. Thank you all. 


    Sincerely,

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



     


  • Initial Complaint

    Date:03/29/2023

    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 constantly shows me things I find HIGHLY obscene and inappropriate on the main splash page when I log in. I have asked them to give me a way to remove them, but so far they have refused. This is a constant ongoing problem, and the only streaming service I know of with this problem.If it cannot be resolved through BBB then I am going to cancell my membership. Their last chance!

    Business Response

    Date: 04/05/2023

    Dear BBB Team,

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

    HBO Max Customer Support reached out to ************** on April 5, 2023, and provided a resolution via email.

     

    Thank you,

    HBO Max Customer Support


HBO is NOT a BBB Accredited Business.

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