Complaints

This profile includes complaints for Discovery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Discovery

  230 Park Ave S New York, NY 10003-1528

• 

  Discovery Communications LLC

  One Discovery Place Silver Spring, MD 20910-3354

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:04/13/2023

  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.

  On May 13, 2022, I purchased a 12-month "Gift" ************ to Discovery+ streaming service for myself for $83.75. The redemption code for my unredeemed Discovery+ ************ is ***************** My intention, as shared with and approved by their customer support team at the time, was to apply the newly purchased 12-month ************ to my account when the previous gift ************ I had purchased for myself had expired. Separately, unrelated to all of this, I have been paying $14.99/month for the *** *** streaming service since its launch in May 2020. Both my *** *** and Discovery+ accounts are under the email address *************************** Today, *** *** and Discovery+ announced a plan to merge their streaming services into a combined streaming service simply called "***." I reached out to Discovery+ and *** *** respectively to learn the next steps regarding applying my prepaid ************ to the newly merged service and both were equally unhelpful. As a loyal subscriber of both platforms literally since day one of their respective launch dates, I shouldn't be punished for having faith in their respective services. The only resolution that is appropriate is for the $83.75 I paid for Discovery+ applied to a "***" ************ now that the two services are merging. I'm not asking for anything more than what I paid or for anything unreasonable.

  Business Response

  Date: 04/13/2023

  Sent to the customer 04/13/******** AM EST

  Hi ***********,
   
  Thank you for reaching out to discovery+ via chat yesterday. I wanted to follow up with you today in regards to your unused 12 month discovery+ gift subscription. I apologize for any inconvenience and confusion in regards to this matter and I would be happy to provide additional information to you today.
   
  While HBO *** is becoming *** and will have discovery+ content included in the app, discovery+ will continue as a stand-alone service and you can continue to enjoy the same discovery+ app and content that you know and love. As such, the gift subscription you have right now will remain valid for the discovery+ app/website, specifically.
   
  Once August arrives and your current gift subscription ends, you can apply your other gift subscription to your discovery+ account by following the steps below.
   
  1. Visit discoveryplus.com/redeem or select Redeem Code in your account.
  2. Enter your code.
  3. Agree to the terms and conditions.
  4. Confirm and pay if billing information is required.
   
  I hope this information is helpful and if you need any additional assistance, please let us know. We are always happy to help.
   
  Thank you for your time and for being a fan of our content.
   
  Best Regards,
  *******
  discovery+ Customer Support

  Customer Answer

  Date: 04/14/2023

  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: as stated, as a longtime and loyal customer of both services I shouldnt be asked to pay more for the privilege of using both services. I already pay for HBO ******* and the fact that I will need to pay $60 more per year to access the content in 4k AND not be able to apply the $84 I already spent to pay for content Im already paying more for is inappropriate and insane. Its not right. 

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pay for Discovery Plus, and havent been able to watch it. The app sits at loading. I have tried to no avail getting a hold of someone. They have no customer service agents, no phone number to contact them. Ive emailed without a response, *** tweeted their help ******* profile, *** tried getting answers from their joke of a chat bot. I just want to watch what I pay for. For the past month the app randomly pauses or crashes on my iPad, and wont even load on my ****** *** tried all the troubleshooting and nothing has worked.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 active account with Discovery Plus for 4 months. We went to cancel the service on the Discovery Plus website and it stated that we must make any changes to our account through the app. Downloaded the app and it would not allow me to cancel from the app and told me to go through the iPhone App Store. Went into my settings and there was no active account or purchase for discovery plus. I then grudgingly called their customer service number and they have some standard message telling you to fill out a contact request form online, and no option to speak to a representative. I am very frustrated that it is this difficult to simply cancel a service that you can purchase in one click. I finally got an email from someone at discovery plus instructing me to cancel it through ****** Play. You should be able to cancel any service through the company that provides the service. Not be sent to 5 different places that do not provide the means to cancel. Its like they want you to get frustrated and forget about it, so you dont cancel. There are lawsuits against this type of thing, and there should be! If you purchase Discovery Plus, make sure you document what platform you actually purchase it on, because there is no avenue to cancel it through any Discovery Plus website, app, App Store, customer service number, email, nothing!

  Customer Answer

  Date: 03/05/2023

  At this time, I have been contacted directly by Discovery regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

  Discovery contacted me by phone and apologized that it is in fact difficult to cancel a membership. Any refunds must be processed  on the platform in which you purchased the membership,( ie ****** play, App Store, etc)  

   

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

  Sincerely,

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

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  would like to file a complaint against Discovery plus streaming services. On December 2nd money was deducted from my account by ****** play to pay for this streaming service. On December 3rd. I tried to access service through my roku. It stated I needed to subscribe or choose a plan to continue services. I tried and it said I already had the service. So I went on the app. Tried to sign in and it said I did not have an account that was active. I sought help through the help option via chat. The person ****** stated that he could not help me to contact ****** play. I stated I he got paid via the third party ****** play app it was his responsibility to contact ****** play and that I'd be happy to wait. He would not.He stated the system stated that my payment was declined on December 1st and was inactive. I reintegrated that the payment for the discover plus channel cleared from my account on December 2nd so someone got paid for the service so I wanted the service turned on because I had paid for it. He refused to turn on my service. I informed him I was contacting g the better business bureau to file a complaint for the company not providing service that had been paid for

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Discovery regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:11/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 I paid for my discovery plus subscription and on November 25th I go to watch something on it and it says my account is inactive I contact them and they say it shows I paid but there is nothing they can do about me not being able to use my subscription and that they can't refund my money or anything

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 opened a DiscoveryPlus free trial on August 18th and canceled it on the same day. When I was trying to cancel it I received a message from the DiscoveryPlus team that there was no active subscription registered to my name (which I have proof of), so I understood it was successfully cancelled. Instead, they did not cancel my subscription and have been charging my credit card for three months. I contacted the team to ask for a refund and was told that because my chat was connected to ****** team and not the US team where I apparently had not cancelled my subscription (this was connected by the Discovery website itself, not by me) and they refused to give me a refund because of this. There is a clear breakdown in Discovery's internal communications amongst countries and the customers are not being informed of which country's team they are speaking with (and that there is be a difference between them). Customers should not have to take a financial fall for Discovery's internal issues.

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 been a customer of ********************** for a few months about 2 weeks ago I got a notice my account was cancelled so I renewed it, While doing so theu put the account on a credit card, I am being charged on my credit card **** and on my checking account ****. I have been in touch with them at their help ***** via email. I was asked to send proof that I was being double charged, I sent them copies of the bill on each account.I just got an email that my account is cancelled. they have over ***** of my money. I want either the charge be taken off my credit card and reinstate my account, or I want my money back .Plus I want them to stop cancelling my account

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 charged for services. I looked through my email and saw nothing but "come back", emails. Contacted customer service and was charged an annual fee, and then billed monthly. No email confirmation or reminder, no services used since I didn't know I had them. But they can't refund for unused unknown services, and they can't send emails, even when they rebill you.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Hello, I am trying to cancel a subscription but discovery has made it to where you cant cancel their subscription. It feels like entrapment because their app says to use ****** without any options then ****** says to use the app without any options. Then when you try to talk with a live agent **** their automated chat AI doesnt connect you. I have had enough time to write this just waiting for an actual agent. Shark week was cool and all but being stuck without an option to cancel my subscription wasnt worth it.

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  # months ago I signed up or the Discovery plus app wamting to watch a program called Paranormal State. This program was advertised on the Roku channel to be available on Discovery Plus. It was and is not. Over the last 3 months, I have had problems watching anythiing else on this app. Using my Roku 3, anyprogram just goes to a black screen with no sound. When I close the app, and try to watch the same program, the same progran starts several seasons from where I left off, and when I get bact to where I left off, I again get a black scree. I have been lied to several times by the support staff, Telling me that another app called discovery did have the origional program I was looking for, and no one has any clue how to fix the problem with my Roku 3. Keep this in mind, I have none og these problems with Hulu, or Paramount networks on the same Roku device. All the support staff from Discovery is capable of doing is coppying and pasting general fixes in chat. They dont even have a phone number to contact support in a non english speeking country.

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Discovery regarding complaint ID ********.
  
  Sincerely,
  
  *****************************