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:08/11/2023

  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.

  I purchased the starlink hardware, used. And learned after purchase that it is locked to another account. I am unable to co tact starlink due to no email or phone # to have the equipment registered to me, so I am able to use there services.

  Business Response

  Date: 08/17/2023

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that there is not sufficient specific or adequate information in the case to assist the customer. 
  If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask the customer to please provide the full ********************** Account # or have the original account holder reach out directly. 

• Initial Complaint

  Date:08/11/2023

  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.

  I purchased starlink several months ago. The package was received with the kit# unreadable on the box and the serial# on the unit was rubbed or worn off. These numbers are required to set up the device and service. I have tried to log into my account to find a solution but even though it says that i have an account it says that my credentials are wrong so have tried to use the Reset password function by phone,by email many times and have never gotten a link to reset the password. There is no way to contact starlink besides using their app but I cant get signed on to do any of that. I paid $800 for the device and $120 for the first months service and once I realized I wasnt going to be able to get the situation resolved I contacted my bank and started the process to try to get a refund on the equipment and blocked the monthly service payment. I have sent a reply back to their email telling me that my payment would not go through stating that i need some one to contact me and nobody replies back on them either. I just want to exchange this device for one that i can get set up properly but literally cant get ahold of anyone! I am absolutely amazed that nobody will contact me.

  Business Response

  Date: 09/14/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed on internal TIK-*******-*****-45.  

• Initial Complaint

  Date:08/11/2023

  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 April 20th 2021 I payed a $99.00 deposit for Starlink satellite internet, in July of 2023 I received an email stating I was eligible for service. The cost of the equipment was now about $275.00 more and the monthly service increased about $40.00. I opted for a refund instead. I have received no refund. There is no way to contact a person at Starlink, no phone, no email and no way to open a ticket on their website. I think this was a scam perpetuated by a big corporation. I've seen numerous complaints online about the same thing. I wonder how many thousands of people this has happened too, this is a lot of money they've been sitting on. In fact a class action should be initiated. If you can put a man in space... you can provide customer support. Respectfully **********************

  Business Response

  Date: 09/12/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal (TIK-1232168-62318-41).

  Proof of refund from the payment processor on 07/27/2023 has been provided for the customer.

• Initial Complaint

  Date:08/10/2023

  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.

  Lock Out Account. I cannot recover your account via auth.starlink.com and cannot recover my password, and received no emails. I have no access to my account and I am still getting billed? PLEASE HELP

  Business Response

  Date: 08/17/2023

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal TIK-*******-*****-45.

• Initial Complaint

  Date:08/02/2023

  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 purchased the Starlink Internet satellite dish on 5/31/23 and was charged $684.70 on my credit card.Starlite has charged my credit card a re-occurring monthly charge of $90.00 on June 22nd and July 22nd since. I am unable to set up the dish or access internet services despite paying for both. Since creating an online account with ********************** (required to purchase the dish), I have been unable to login to my account at all. When I attempt to login, it says "invalid credentials." When I try to change the password, it says, "If the information you entered matches an account in our system you will receive an email to [my email address]." It says the same when I request that the password reset be sent to my cell phone number. I requested to change the password multiple times within the first three weeks after I set up the account, but I never receive a password reset, or any other communication, at either my email or my phone. When I try to login using my Starlink Identifier, (number on the satellite) it says that this Starlink Identifier is already associated with an existing account.To set up the satellite, use their internet services, or request a return/refund, you must log into your your account. There is no customer service number, email, address, or contact information of any kind. The only way to "contact" customer services is to submit a "ticket" through your account, which I am unable to do. I have attempted to contact the parent company, SpaceX, multiple times by email ( sent 6/26/23, 6/30/23, and 7/19/23) and left multiple messages at the "receptionist" voicemail. I completely unable to reach a person. If I could log into my account it would resolve all issues, but am unable to obtain help to do so from this company. As a result, I paid for a satellite dish and monthly fees for services I cannot access.I would like either to have the business contact me so I can set up or log into my account OR to be able to return the dish for a complete refund.

  Business Response

  Date: 09/08/2023

  Thank you for bringing this to our attention.
  A Starlink associate has reviewed this case and determined that this issue is being addressed and/or has been resolved on internal (TIK-1221593-78621-45).

  Customer Answer

  Date: 09/08/2023

   
  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.
  
  Sincerely,
  
  ************************

• Initial Complaint

  Date:07/29/2023

  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 28 July, at around **** EST I saw on ******* that SpaceX had a promotion for their Jupiter 3 launch. If you sent them an amount of crypto then they would double it and return it to you. The site only showed rules for BTC. I transferred ****** of Ethereum crypto SPACEX's crypto wallet. The value of said amount is approx $ 265 USD. I contacted the support chat to ask when I was getting the return. I was told that I needed to purchase 1ETH and then resubmit. I do not have the financial capability to purchase 1ETH. I asked to have it returned, to which "****" said no they will not return it. So I then asked if SpaceX is just going to take my money. He replied "Yes". This is theft every way you look at it. It is unbelievable that a company would just steal for no other reason. I have screenshots of the transaction emails, and of "****" saying that SpaceX was just going to take my money. I want my money back. I am an honest hard working person. SpaceX not making the rules absolutely clear is beyond reproach. The attached .pdf file is the SpaceX wallet I transferred to, and the wallet that I demand it be returned to. I believe the website was designed deceitfully for reasons like this.

  Business Response

  Date: 08/07/2023

  Thank you for bringing this to our attention and we're sorry to hear about your situation.  Space2x.net has no affiliation with SpaceX. As they are not associated with us, we ask that you please attempt to reach out to them directly as we do not have any visibility or history of the transaction made.

• Initial Complaint

  Date:07/28/2023

  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 paid a $99 deposit for Starlink to get service when they provided it in my area. I requested a refund on June 6, 2023 and have not received the refund credit (which said it would take up to 10 business days).When I try to submit a ticket online to Starlink, it brings up a web page that says "What type of issue do you need help with?" but it doesn't have any other controls on the web page to be able to enter or submit any information (see "Customer Support - Create Ticket - **************************").I just want my $99 refund. Account #: ********************

  Business Response

  Date: 08/03/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed on internal TIK-*******-*****-40.

  Customer Answer

  Date: 08/05/2023

   
  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. Tracking the refund with StarLink support ticket: ***********************************************************************
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2023

  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.

  Starlink Internet charged my bank account at ******************** in *********** ******* for 3 transactions of $706.60, $133.75, and $26.75, for a total of $867.10 without my authorization! I never had any contact with them, never heard of them, and certainly have no account with them. They have a website but no way of contacting them unless you have an account with them, which I don't. They apparently attempted 13 transactions on my account and thankfully only 3 went through. However, my account is frozen, those 3 charges are holding and may be processed, then I have to file a dispute to try to recover my own money that was stolen. I am 84 y.o. and on a fixed income. I am emotionally, mentally, and now physically compromised by these actions. I am devastated! I need my money to pay bills, rent, and buy food. Please help!!!What can I do? How can this happen?

  Business Response

  Date: 08/28/2023

  Thank you for bringing this to our attention.

  A Starlink associate has reviewed this case and determined that there is not enough specific or adequate enough information in the case to assist in detail. Given that there is no customer account and/or way for us to locate such transactions, if this was not placed by you, we ask that you please file a dispute with your bank to ensure you receive the funds in question. 

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20311805
  
  I am rejecting this response because:  I know I have no account with them, so how did they access my checking account and make those charges? What assurance do I have that this won't happen again? My bank investigated and found that it was fraudulent activity and did reimburse my account. My account was changed for my protection. My concern is that it could happen again. The company is taking no responsibility or accountability. I could send a copy of the bank transactions their company made, but I don't want to risk the possibility they could access my account again.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/18/2023

  A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved. As the customer does not have an account with us, we are unable to pull any transaction details. If this was in fact a fraudulent transaction, we ask that the customer submits a claim with the bank to ensure the funds get returned to them as soon as possible. 

• Initial Complaint

  Date:07/18/2023

  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.

  In Aug 2022 I paid a $99 deposit to Starlink for internet to be activated "sometime" in early 2023. The first week of June 2023 I received an email stating Starlink would be available June 7th. I had the option of canceling and requesting a refund for my $99. I exercised my option to cancel and was advised thru the site that refunds were immediately, but could take up to 10 days. As I had changed my original debit card, I tried to update my personal information but there was no avenue to do so. The website trouble shooting stated as long as the account for the card was active the deposit would credit. THAT is not the case. I also attempted to contact the company thru email and still have NOT received any correspondence.My acct # ****************, shows in their system. There is a message that shows. Refund Requested and below it states " I have an issue with my refund".As there is no direct customer service number to contact ********************** and they do not respond to customer emails, I am requesting the ********************'s assistance for resolution and refund of my $99.

  Business Response

  Date: 07/25/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that there is not enough specific or adequate enough information in the case to assist the customer.  If the issue has not been addressed or fully resolved through the Customer Support application, please provide the internal Ticket number.

• Initial Complaint

  Date:07/15/2023

  Type:Delivery 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.

  Placed order for Starlink in March 2023. No updates on shipping date, have not received any information as of July 15 2023. No way to contact support as the steps outlined in the app and website take me to an endless circular loop. Paid deposit and now am ghosted by company.

  Business Response

  Date: 07/24/2023

  When customers successfully place a preorder for Starlink, they receive an email confirmation that verifies their order was placed, and includes instructions on how customers can log into their account. Customers are informed of their estimated service availability date while placing the order, and are able to view this information at any time by logging into their customer account on **************************. As a developing network experiencing high demand, estimated service availability may change over time.  For this reason customers are able to cancel at any time for a full refund of their deposit by logging into their account on starlink.com.  If a customer inputs any incorrect contact information on their order, there is an Account Recovery function at ***************************************************************** allows customers to correct their information.  Once it is time for a customer's order to convert, they will receive an email informing them, and will then gain access to the Customer Support team.  We have verified that this customer's contact information is correct, and they have access to their account.