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:08/21/2025

  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.

  I got an email today August 21, 2025 from papal about a payment to this company that I did not sign up for. Im not sure if my kids did but I did not. This company has been taking money every year from my account and I have never watched 1 single movie on this site . If they check the account they can see that its not used .

  Business Response

  Date: 08/22/2025

  Thank you for sharing your concerns. We are very sorry for the frustration this situation has caused. Please note, all subscriptions are initiated via our website by someone with access to the associated email and billing information. Wed be happy to assist in reviewing the account. Please feel free to call/text us at ************** so we can investigate this matter and provide a resolution. 

• Initial Complaint

  Date:08/20/2025

  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 have been a customer since ****** was charged ****** at my bank even though I cancelled, I called and was told they didn't receive it so l cancelled again right after I was charged.I disputed the charge with my bank, Pureflix sent documents fighting hard not to refund the money. I called the bank and they stated due to everything I would have to go back to Pureflix so I called again and spoke to **** for a second time. He is refusing to refund my money. I told him I had canceled before a payment in June he stated he doesn't show that. **** stated that they sent emails about renewing, I haven't received any of them. After researching and speaking to everyone I learned that they have a debit card on file ending in 1526 as that card was to expire plus we cancelled that card and Pureflix was to cancel but instead used a wallet and charged a new card. I did cancel again July ****** and as of then have had NO SERVICES . **** told me that since it was disputed it was in the hands of the bank, I called the bank and they said that is not true. I am very disappointed with Pureflix especially since it is a ***************** I would have expected more from this company. ?Thanks, ******

  Business Response

  Date: 08/22/2025

  Thank you for sharing your concerns. We are very sorry for the frustration this situation has caused. After reviewing your account, we can confirm that your subscription renewed through automatic billing, which is outlined at the time of sign-up. Unfortunately, we do not have a record of a completed cancellation prior to the renewal date, which is why the charge occurred. We understand your disappointment regarding the disputed charge. Once a dispute is opened, the resolution process is handled directly by the bank, and we are required to follow their determination. Please know that your account has since been canceled as of July, and no further charges will occur. We regret that this experience did not meet your expectations and appreciate the opportunity to clarify.
  

  Customer Answer

  Date: 08/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:06/28/2025

  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.

  Pureflix is not user-friendly to cancel. For example, you cannot access your account and cancel using their app. Also they do not send any notifications that your subscription is about to renew. As soon as I noticed the $89.99 charge on my credit card I tried to cancel. It had been less than a month. I just wanted a 11-month prorated refund. They were firm with their policy. I contested the charge with my credit card company. The credit card sided with Pureflix. Fine I chalk this up to learning. Since Im stuck with them I decided to see if there was anything worth watching. They do not have very much new/interesting options very often. I could log in but access to viewing was locked out. I was told it would remain locked until my bank notified them of the dispute results even though I could show them the notification with the final decision. I was also told I would need to cancel my account again to keep from being charged again next year. This was over 2 weeks ago. Its been over two months since filing the dispute. Now I cant even log in and password reset gives me an error page. Per AI chat, they are not available during the weekend to talk to a real ********* I stated, I messed up. However their service is terrible and since Im being forced to pay for it, I should not be locked out. I should have checked BBB first and seen their F rating. I hope this complaint helps others not make the same mistake I did.

  Business Response

  Date: 07/02/2025

  Thank you for your feedback. Pure Flix subscriptions automatically renew to prevent service interruption, and cancellations can be submitted through our website or by contacting us via email, a call, or through chat. The charge was disputed; as soon as we have an update, we will contact you. We appreciate the opportunity to clarify. 

  Customer Answer

  Date: 07/02/2025

  I have showed Pureflix proof that the dispute has been settled in their favor yet they continue to lock access to the account. What are effort is being made to accomplish the update they say they are waiting on? 

  Business Response

  Date: 07/08/2025

  Thank you for reaching out. The account is checked daily to review the status. As soon as the update from the bank appears on our end, well be in touch right away to let you know how we can assist. We appreciate the opportunity to help clarify this matter.

  Customer Answer

  Date: 07/25/2025

  
  Better Business Bureau:
  
  Pureflix has reinstated my account after being locked out for about 2 months. There was no extension of the end of contract date to compensate for the time denied access. That is not right in my opinion. However it doesnt matter because I looked and could not find anything new on their service I found interesting to watch anyway. 
  

  ****** *****
  
   

  
  

• Initial Complaint

  Date:06/25/2025

  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.

  Without being sent a renewal reminder email I was charged $108 for my annual subscription. I have not been charged an annual subscription since 202 and the card they had on file had been closed due to fraudulent charges. I called my credit card company and disputed the charges as the card was closed.They told me the charge stand, and I would have to call pure Flix directly upon calling pure flicks I was told too bad too sad. We got your money and were gonna keep it. I am now concerned for future charges for the rest of my life. They may try to get not sure how to stop this very disappointed about a company that calls themselves Christian.

  Business Response

  Date: 07/02/2025

  Thank you for your feedback. Pure Flix subscriptions automatically renews so there is no interruption to the service.  Although you noted the card was closed, the charge was approved by your bank, via an updated card under their account updater service. As the charge was disputed, we are unable to issue a refund or take further actionyour bank controls the outcome. Your subscription has been canceled and no further charges will occur. We regret any frustration and appreciate the opportunity to clarify.

• Initial Complaint

  Date:06/23/2025

  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.

  On 6/6/25, PureFlix lured me to their website through social media feed/message, stating in their social media message that I could get a free trial and discounted annual subscription and could "cancel at any time." I have had PureFlix off and on over the past several years, and cancelled after being disappointed with their programming: never encountered a problem with the cancellation request. I'd hoped their programming had improved. However, I discovered that little has changed with PureFlix programming so after 3 weeks I tried to cancel. PureFlix now states that "cancel at any time" really just means you can change the "auto-renewal" feature at any time but no refunds. This is not what their social media advertisement said. PureFlix now keeps my money for 11 months of lousy programming I do not want and all I get to do is cancel the "auto-renewal" 11 months from now. PureFlix was deceitful in their advertising to me and I want a partial refund to take advantage of their advertised claim that I can "cancel at any time."

• Initial Complaint

  Date:04/05/2025

  Type:Customer Service 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 am upset. Most companies let you know you are having an upcoming renewal. I cancelled this and I want a refund of unused months. I dont recommend pureflix. They are dishonest and scam you out of money.

  Business Response

  Date: 04/10/2025

  We apologize for any frustration the unexpected charge may have caused. We appreciate you reaching out and we do see that on April 7, 2025 a refund was processed. It appears this issue has been resolved. Overall, thank you for your feedback as it does help us improve. 
  

• Initial Complaint

  Date:01/30/2025

  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.

  I cancelled my annual subscription with Pureflix in January 2024 after I was billed. I wasn't using the service. This year I get billed AGAIN for 108 and some change. I send a message to cust suppt regarding the situation and they respond with info about their current membership plan. Had nothing to do with my situation. I responded that I cancelled last year and being billed again this year. They respond that they DO NOT have an account associated with my email...mind you...I'm LOGGED IN to the Pureflix account associated with my email trying to figure out what's going on. And they said my email was NEVER registered with Pure Flix. I responded that it was strange that I'm logged into the account and even had to do a password reset and "somehow" an email from support was sent to my email (you know...the one that doesn't have a pureflix account associated to it) and I was able to reset my password and log in. Somebody please explain to me how I can get a password reset on an account that supposedly doesn't exist??? I sent them a screen shot of that email and now it's CRICKETS....haven't heard from them since when they were so quick to respond earlier. My account shows NO ACTIVE PLAN (as expected since I cancelled it a year ago) and doesn't display my card info. But having 25+ years in IT, I know good and well that just because data isn't displayed on the screen..DOES NOT AUTOMATICALLY MEAN the organization does not have your data. I tried using another email..just in case I signed up with something different. As expected, Pureflix couldn't find THAT email. So something shady is going on with Pureflix. Nutshell...I cancelled pureflix, got billed again and don't even have an active plan to show for it. I DO NOT want an active plan ...I WANT my money back AND proof of deletion of my cc info. I have no problem in submitting a CEO complaint if I have to.

  Business Response

  Date: 02/12/2025

  ****** *****

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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 been charged twice for a Pureflix account that I never signed for, and did not even know what Pureflix is. I tried to log in to find how I have been charged, but I do not have a login because I dont have an account. I have no idea how Pureflix has my bank info. Apparently I have a subscription I will continue to be billed for

  Business Response

  Date: 01/17/2025

  Hello, thank you for reaching out. We have reviewed our system and do not see where we have had a chance to speak with you. We would be more than happy to assist with locating the active account and coming up with a resolution. You can visit us at pureflix.com and request a password reset to log in. Otherwise, please feel free to call us Monday - Friday from 6AM - 6PM. We thank you for your time, and are reachable for question via phone/text at **************

• Initial Complaint

  Date:12/18/2024

  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.

  Every year I get billed by pure Flix ***** since 2020 I follow up with them and they assure me they're canceling the subscription they're going to refund my money and I have yet to receive a refund I asked for my $400 back today with supervisor I asked for items and writing to facilitate my claim they hung up on me and refused to give me anything in writing or any details please see attached emails for all details and dates

• Initial Complaint

  Date:11/03/2024

  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.

  I ordered a free trial and paid $59.95 for a full year of service thru ******. The features such as My List, save, and favorites with heart icons did not appear on my tv screen and did not work at all. They told me to reset my tv. That didnt work. I tried several options and nothing worked. So I asked for a full refund. They did cancel my service in the first week, but did not refund my money, so I filed a ****** claim. They said they would refund my money but only ****** could refund claiming they could not access the bank payment. They repeatedly refused to respond to multiple ****** inquiries to confirm the service did not work. ****** denied my refund, so I refiled a second time. Again customer service said I could have a refund but again they have refused multiple inquiries from ****** confirming the service is not working. I need this resolved and am due a full refund of $59.95. Their refusal to respond to ****** is the problem and they are lying repeatedly when they claim they cant access the payment. They can absolutely refund themselves from ****** just like they can accept payments from ******. This company is bordering on scamming people. I want my $59.95 back. I have already ordered ******** separately at a higher price because PureFlix does NOT work. My guess they have wrongly denied so many refunds a class action lawsuit is in order. I have read tons of complaints about them.

  Business Response

  Date: 11/15/2024

  Hello, we certainly understand your frustration with wanting a refund. We are always happy to assist especially when you aren't happy with the product and inform us in a timely manner, which you did do. The issue is that since a dispute was filed with the bank, this unfortunately ties our hands and takes away our ability to process a refund since the situation has been placed in the hands of the bank. We will not fight the dispute once it comes across our desk from the bank. The dispute process can be lengthy, but we will now need to wait on the banks process. Overall, we apologize for the misunderstanding.