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:07/07/2023

  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.

  On 07/03/2023 my son was charged $1207 in 5 separate charges to his bank account. He never signed up for these services or authorized the use of his card/bank account. There is no way to contact this company without creating an account. It costs $99 to create an account. He should not have to pay in order to speak with someone to get these fraudulent charges on his account reversed.

  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. 
  If the issue has not been addressed or fully resolved through the Starlink Customer Support application, we ask you to please provide the full Starlink Account # and/or details that *** assist us with tracking these transactions. 

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20284598
  
  I am rejecting this response because: my son does not have an account with *********************************************.  That is the point in the complaint.  He was charged for services he does not have, did not sign up for and does not want.  If the complaint had even been read or investigated, the company would know that there is not an account to look up.  I want to know who used the bank information previously provided to obtain products and services from this company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/29/2023

  Thank you for bringing this to our attention.  We would recommend contacting your bank to dispute and chargeback any unauthorized charges to your payment method.  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20284598
  
  I am rejecting this response because: it does not address the issue that the company keeps recharging my account after the bank charges it back to my account.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/06/2023

  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.

  Hi, I have ordered starlink kit through starlink in the beginning of the year, the internet was constantly disconnecting while I tried the service for the very first month. I was not able to connect at all. The service was paused but I still got charged for the second month, even after sending a support ticket requesting return. Im asking starlink to send me a return shipping label to send their product back for a full refund on the starlink kit $649, plus $135 service charge, and the $37 mounting kit totaling $821. My account number is ********************.

  Business Response

  Date: 07/15/2023

  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-******-*****-97.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20279837
  
  I am rejecting this response because:

  The unit was not returned at that time, all they did was issuing a service credit to the starlink app which is useless to me because I couldnt use it due to constant network interruptions. 

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

  Business Response

  Date: 08/02/2023

  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:06/29/2023

  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 9 fraud pending charges on my debit card for Starlink a company of SpaceX. I do not have nor have I ordered this service and not able to contact the company because they do not have a customer service number to speak to anyone!!! I have over $5K in fraudulent purchases pending and was told by bank I should contact the company. This company needs be a lot better at allowing people to contact them. Only way to contact is by a ticket online but if you are not a customer and have an account you cannot open a ticket!!!!

  Business Response

  Date: 07/07/2023

  Thank you for bringing this to our attention.  We were unable to find an account matching the information of this customer.  We would recommend reaching out to the issuing bank to initiate the chargeback process for fraudulent charges.  

• Initial Complaint

  Date:06/27/2023

  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.

  Starlink does not respond to emails or support requests when you have issues. I havent had internet for 2 weeks, am within my warranty period, and I get no response. They still continue to charge me for my service via auto payment which I cannot cancel. They have no phone number, so there is nothing a customer can do except wait for a response that will apparently never come.

  Business Response

  Date: 08/07/2023

  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-******-*****-1.

  Customer Answer

  Date: 08/07/2023

   
  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:06/26/2023

  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 signed up and paid for a deposit on 10-28-22 to sign up for starlink, their satellite internet system to get on their waiting list. When signing up, you are told if you change your mind you will receive a full refund for your deposit within 7 days. I cancelled my request on 3-11-23 and I have sent them several messages. They respond it is being processed, close the message out like settled and nothing. The last one was 5-23-23 and they asked for my bank info and stated it would be done and again when I looked, the ticket was closed and I still do not have my refund of $99.

  Business Response

  Date: 07/03/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-******-*****-3.

• Initial Complaint

  Date:06/24/2023

  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 ordered merchandise from SpaceX and it was never delivered to me, I reached out to them and opened a dispute with my credit card; however, so far no resolution has been provided, they just asked me to removed my charge back which was not recommended by my card in order for them to refund. It is totally unrelated since they are able to refund me even if the dispute is open. I got emails back in forth with someone that never introduced himself/herself, I have no idea who Im dealing with. Please help me get my money back.

  Business Response

  Date: 07/11/2023

  Thank you for bringing this to our attention. For assistance with any SpaceX orders, please make sure to contact ************************************** and an associate will assist with a resolution.

  Thank you,

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20233148
  
  I am rejecting this response because: I have already contacted that department and havent received any help from them. I havent received the items I ordered and they refuse to refund me because I opened a claim with my bank!
  
  Sincerely,
  
  Amine El Bouakil

  Business Response

  Date: 07/19/2023

  Thank you for bringing this to our attention. A Starlink associate has reviewed this case and determined that this issue has been addressed/resolved.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20233148
  
  I am rejecting this response because: I have no idea how they did to determine that it has been resolved, I have not received what I ordered and they have not given me my money back.
  
  Sincerely,
  
  Amine El Bouakil

  Business Response

  Date: 09/04/2023

  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 full Starlink account number?

• Initial Complaint

  Date:06/23/2023

  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.

  My Starlink internet has been out since the 8th of this month. After trying all the recommended troubleshooting methods, it is still showing as disconnected. I put in a support ticket to get the issue addressed, and it has been two weeks without so much as an automated response. Without a resolution, I will need to cancel and block payment at my bank which will cost me money, albeit less than the subscription price.

  Business Response

  Date: 06/26/2023

  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-903020-68127-88

  Customer Answer

  Date: 06/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution was more than satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/23/2023

  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 cancelled my starlink service, and they sent me return labels for the equipment but they are now saying they did not and they are trying to steal my equipment when they should have refund my money.

  Business Response

  Date: 08/07/2023

  Thank you for bringing this to our attention. Our Starlink leadership has reviewed this case and determined that this issue has been addressed/resolved on internal TIK-953914-97411-3. As set forth in Starlink terms of service which were agreed upon activation. " You are not entitled to any refunds, except as set forth under Sections 1.3 (Refundable Deposit) and 6.3 (Kit Return and Full Refund)." 

  Section 6.3 "Kit Return and Full Refund. You may return an undamaged, untampered and unmodified Starlink Kit and any accessories within 30 days of receipt for a full refund for any reason, including the inability to receive Services due to field-of-view issues. If you purchased a Starlink Kit or accessories, you will be refunded the price of the equipment. If you rented Starlink Kit, you will be refunded your Activation Price only. To return the Starlink Kit or any accessories, follow instructions in the Return Policy in the Starlink Customer Portal."

  As customer kit was purchased on 1/20/2022, it has been deemed to exceed the full refund or partial refund period. Kits are for the customer to keep and therefore any returned kit past the 30 day window and/or past a 1 year period cannot be shipped back to the customer as they are disassociated and discarded. 

• Initial Complaint

  Date:06/23/2023

  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.

  Pre ordered and paid the $99 deposit for Starlink on 4/9/2021. Still have receipt and app shows that I paid that.******** says last week they have Starlink I was NEVER notified it was FINALLY available so go to the app to order mine - can't.When I try - even if I say - ok I'm screwed on my $99 deposit - it will NOT let me order for this email and address because it gives me an error saying account is already in use.My acct # with ********************** is ********************** I scour the internet - HOW do I get in touch with them NO email NO chat NO phone #NO WAY TO GET ANY HELP WITH THIS FROM THEM !!!!!The app is absolutely no help and neither is the 'support' online web page. NO WAY to get this resolved that I have found and have read so many similar complaints on Redit - FB - and even news articles about their total 100% lack of customer assistance and support.Had no where else to turn until I read an article that suggested this to get my issue resolved!Because of where we live I actually still want the system

  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-*******-*****-48.

• Initial Complaint

  Date:06/20/2023

  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.

  I have been trying to get onto my Starlink account for over 3 weeks now, I need to suspend my service, every time I try it says invalid credentials, I have no other e mail, I have tried forgot password they never send me a link to re set password. The reason we got Starlink was because you can stop service at any time and restart at anytime. As a result of them not getting back to me I have been charged for a month of service I didn't want. They are supposed to e mail you 7 days before they take out a payment, they didn't do that. I do not want to continue this service and don't want to be charged agian.

  Business Response

  Date: 08/03/2023

  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.