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:07/30/2025

  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.

  Over the past year, I was charged $19.99 by Facetune Lightricks LTX. I cancelled the service after the first month of service. The customer cancellation request did not cancel correctly, due to a known company issue. The company website and the company app use ******** and ****** subscriptions. The customer (myself) is responsible to cancel however, the systems do not connect properly so, it cancels on the Apple Store side but does not end the payment in some cases and continues to charge the customers card depending on how the ******** subscription is initially signed up. The company has a policy that does not include a refund despite knowing the the Saas system connection is not properly supported, for customer experience. I was told I will continue to be charged and that I need to log in to their website to engage with the service that I no longer want or need. I did not login to their website, the policy requiring customers to create a profile using their website and storing a customers credit information should not be allowed if the customer is asking to cancel. I sent the requested screenshots of the charges and was still charged and denied a refund. There are now over 10 charges on my bank statement.

• Initial Complaint

  Date:07/29/2025

  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 accidentally signed up for an ************************* and I immediately sent them an email to cancel my subscription. The service was never used. I tried to cancel the subscription on ****** as well as via email. They acknowledged my email, so I figured they cancelled the account, they did not. They continued to charge my credit card. I was on vacation and I did not notice the subscription billing every month. I have tried again to cancel my account via their website, they make it very difficult. My requests have been met with patronizing statements such as, "We understand that sometimes subscriptions can be overlooked, but it is ultimately up to each user to handle cancellations or changes to their account." The subscription was NOT overlooked and I provided the email exchanges. I have since gone to the credit card company to cease payments.

• Initial Complaint

  Date:07/23/2025

  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 had a subscription to an app this company provides and I cancelled it in March of 2025. The app is verified as cancelled as of that month by *******Since that time, Lightricks has continued to charge me 9.99 monthly via my ****** account. When I contacted them for assistance they stated that they don't issue refunds on orders that are not through their website and that I needed to contact ****** for further assistance.This is such an obvious scam. ****** is not charging my ****** account, the transactions are clearly marked as being initiated by and paid to Lightricks. There is absolutely no reason they cannot refund the money they are fraudulently charging me for without my consent after I have already cancelled and asked them to cease and desist charging me. They refused to help with cancellation of the subscription and refuse to refund my money so apparently they think they can just charge me forever for a subscription I have cancelled and that is showing up as cancelled at the place I purchased it.This is illegal and I wonder how many other people they are scamming and charging every month and hoping that the charges don't get noticed. The outright refusal to help when I contacted them for assistance is beyond belief. I would like to know how they think they can get away with this and what my legal recourses are to force them to stop charging me and to refund the money that I work hard for and that they STOLE from me, thank you .as of July 23 they owe me ***** and for each month this goes unresolved I guess they will steal an additional 9.99 from me. I want this account CLOSED and I want a refund and I want to warn people about this shady and illegal business

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Complaint Summary: Misleading Lifetime Access Purchase Revoked Without Justified Replacement In 2021, I purchased Facetune Video Unlimited Access from Lightricks via the Apple App Store, paying a one-time amount of R$399.90 for what was clearly advertised as lifetime access to the apps premium features.Recently, I was informed via the app that Facetune Video would be discontinued, and that I would need to migrate to a new app (Facetune 2) and pay again to access equivalent features despite having already paid for unlimited use.I contacted Lightricks support and received multiple responses stating that:The lifetime access referred only to the life of the original app (which they now declare discontinued);My original purchase would not transfer to the new version;I was offered a one-year free trial in the new app, but only with credit card input and an automatic renewal structure;They refused to provide access equivalent to what I already paid for;They declared the matter closed and said they would not respond further.This exchange took considerable time and energy to resolve all while I was simply asking for what I already purchased in good ******** the founder of an international online art school with over ****** students and an active public following of more than ******* people on Instagram, plus audiences on ******** and ******** I place a high value on trust and transparency in all business dealings. I expected the same from a well-known developer like Lightricks.This complaint is not about money it is about honoring commitments, protecting consumer rights, and preventing other users from experiencing the same misleading treatment.I respectfully request that Lightricks either Restore full access to Facetune Video,or transfer my lifetime purchase to an equivalent version of Facetune 2, as promised features were never delivered in full.Thank you for reviewing this complaint and helping to uphold fair standards in digital commerce.

  Business Response

  Date: 07/14/2025

  Hi,

  Thanks for contacting us! Unfortunately, we couldnt locate a web purchase with this email address, but wed still like to help.

  Heres how to tell where your purchase was made:

  • Apple or ****** Store:
    If the charge appears in your App Store or Play Store purchase history, or the charge is showing as "Apple" or "******" on your bank statement, the purchase was made there.
    Click Here to contact Apple Support or Click Here to contact ****** Support.
  • Our Website:
    Purchases made through our website will show as Lightricks or *LTX on your bank statement.

  If your purchase was through our website, please send us:
  1. Your receipt,
  2. A screenshot of the charge, and
  3. Your account email address.

  ?? Just a heads-up: If the purchase was through ***** or ******, well guide you back to them for assistance. Refunds can only be processed for purchases made on our site.

  Customer Experience Team - Check out our apps

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23593290
  
  I am rejecting this response because: I reject the business response because it does not address the core issue of my complaint.
  I am not requesting a refund. I am asking for the company to honor the lifetime access I purchased in 2021.
  I have attached my official ***** receipt proving the one-time payment for Facetune Video Unlimited Access. The business cannot simply discontinue the app and require a new payment for equivalent features in Facetune 2.
  This is not about where the purchase was made. It is about misleading advertising of unlimited access that was later revoked.
  I respectfully ask the BBB to keep this complaint open so other consumers are informed.
  
  Sincerely,
  
  ******** ****** ***********

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 15, 2021, I purchased lifetime unlimited access subscription of FaceTune premium features for photo and video. At the time was called "FaceTune Video", which got merged into the regular FaceTune app a while ago (at least a year, maybe longer). I had access to all VIP features until I updated the app last month. When I lost access, I reached out to the company thinking it would be a simple fix. Instead, they led me in circles trying to troubleshoot the issue from my end. Please see screenshots of emails attached. The fact that the issue could not be resolved from all of these exchanges, many of which were repetitive, is unacceptable. This company is dishonest and I dont believe there are actual people responding to emails. Id like a refund for my lifetime subscription and the ridiculous back and forth theyve tried to lead me on for the past 3 weeks. They'll do anything it takes to make it impossible to resolve this issue. I don't recommend this company and will not be using their app again.

  Business Response

  Date: 07/08/2025

  Hi,

  Thanks for getting in touch! Unfortunately, we couldnt locate a web purchase with this email address, but wed still like to help.

  Heres how to tell where your purchase was made:

  • Apple or ****** Store:
    If the charge appears in your App Store or Play Store purchase history, or the charge is showing as "Apple" or "******" on your bank statement, the purchase was made there.
    Click Here to contact Apple Support or Click Here to contact ****** Support.
  • Our Website:
    Purchases made through our website will show as Lightricks or *LTX on your bank statement.

  If your purchase was through our website, please send us:
  1. Your receipt,
  2. A screenshot of the charge, and
  3. Your account email address.

  ?? Just a heads-up: If the purchase was through ***** or ******, well guide you back to them for assistance. Refunds can only be processed for purchases made on our site.

  Customer Experience Team - Check out our apps

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23504791
  
  I am rejecting this response because I've already explained why I cannot contact ***** for a refund (the purchase was greater than 60 days ago). However the subscription I paid for was for a "lifetime" subscription of premium features. Please read the attachments from my initial complaint. The entire conversation history, along with all the steps I've tried, is listed there. 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:03/11/2025

  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.

  I paid $120 for software on 03/10/2025 (monthly plan). They advertise that they make a software that creates animations using AI. A complete fabrication. I immediately requested a refund after discovering the software couldn't even make a circle move from left to right. I made characters for a story board and the software made characters different in every frame, the skin was different in every frame, the clothing was different in every frame, and the characters became massively warped when turning, walking, or trying to speak dialogue. I tried to make a vehicle, it made the vehicle different in every frame, the vehicle had holes in it, the vehicle warped terribly when the "camera" moved at all, and the vehicle even had a white hole in it. I tried to make a spherical ball, and yet the software kept making 1985 metal globs that warped and shapeshifted no matter what I entered into their platform. I tried to upload an image for use as a background and their software distorted the background image rendering it unusable. They claim you can make commercials for clients. If I showed my client these horrible renders, I would go out of business. In my opinion, they are running a complete scam and making false claims. I asked for a refund within 2 hours, telling them this is not what you advertise, not even close. It's like a 5-year old's play toy, not a business tool for real world businesses trying to make advertisements for paying clients. They said I used 58 seconds too much out of ****** available seconds (which I was trying to make happen what they said could happen with their software). They use false advertising, making claims which aren't true. Then when the user tries to use the platform, when it takes time to discover I cannot do what they said the software can do. How would I know without using it? When I ask ChatGPT it answers. When I told this software what I needed, id did not deliver anything usable, not even close.

  Customer Answer

  Date: 03/12/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved, and my complaint can be closed. They issued a refund.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/26/2025

  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.

  ***** ***** <*****************************************>Tue, Feb 25, 8:28AM (20 hours ago)to ********** BUT YOUR SYSTEM DIDN'T WORK AT ALL, IT JUST SPUN!!!!!I tried one project. I entered my short description into the first window and it produced a set of scenes, but when I asked the system to produce a preview, it didn't give me an error or let me to generate anything, it just spun with the message that it could take up to 60 seconds. So I let it go and when I came back, it was still spinning. And it never produced a preview. So all of my computing time was used on this spinning ********** the very least, please reset my time, fix your system and let me try again.

• Initial Complaint

  Date:01/07/2025

  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 received a fraudulent charge of 6999 on ****** so I contacted ****** and they declined to refund the charge so I contacted the company and they declined a refund the charge to me because I disputed with ****** but this is not my charge. I did not approve this and the company will not refund me. All I want is to be refunded and I want everything whatever they have on me canceled. I googled it and it said its for an app which I dont have and I didnt sign up for. Ive never been charged by them before and I dont even have that app on my phone. They initially emailed me back telling me that they would cancel everything and refund me but then when I didnt see anything happen, I emailed them again asking for the refund and they told me they wont refund it because of the dispute that I filed with ****** who also denied a refund. But again, this is not mine. I am not using this app. It looks like its for content creators or something like that. Thats not me. Thats not what I do. I dont have this app and I did not spend this money. This overdrew my bank account and now I have Overdraft fees in addition to this negative balance all I want is for this to be refunded so I can restore my account back to the way that it was.

• Initial Complaint

  Date:12/02/2024

  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 signed up for the ******** app for a free trial. I cancelled before the free trial ended. They charged me $59.99 for an annual subscription even though the app says I dont have an account because I had previously cancelled. I reported this to ****** and have yet to hear a response from Facetune/Lightricks. I am not paying $60 for a subscription I dont even have access to. This place is scamming people left and right and I want my funds back.

• Initial Complaint

  Date:11/25/2024

  Type:Billing 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.

  They took a years worth of subscription money over a subscription I canceled after I blocked them from charging my card.

  Business Response

  Date: 12/23/2024

  Hi,

  Thank you for writing in. We understand you wish to cancel your free trial or subscription and are here to provide guidance for a smooth process.

  Canceling Subscriptions Based on Purchase Method:
  

  
  
  • App Store Purchases: For subscriptions initiated through the App Store, kindly follow Apples cancellation instructions.
  
  
  • ****** Play Store Purchases: If your subscription was made via the ****** Play Store, please refer to ******'s cancellation guidelines.
  
  
  • Web Subscriptions: For subscriptions activated through the Lightricks Payment System:

  
  

  1. Visit ************************************************************************************************************************************************
  
  
  2. Log in using the email address with which you initially signed up.
  
  
  3. Tap 'My Account' > and select 'Cancel subscription' which you can find directly above your 'Payment Information'.
  
  

  Encountering difficulties with the cancellation? Click here for assistance.

  For a refund, please contact Apple or ****** support directly. If your purchase was not through ***** or ******, please send us the receipt or a screenshot of the charge.

  Should you have any questions or require additional help, please don't hesitate to reach out. We're here to assist.

  Customer Experience Team - Check out our apps