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:02/14/2024

  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.

   
  Complaint: 21291384
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/20/2024

  HI, I wasn't able to send to you the chain of emails throughout this portal. I sent it via email with the case number. This has been going on for so long and their tactic is to switch the customer service representative and start all over again. I have submitted all the information I have. I shared with them in several occasions that I no longer have the email or IP address that I use to set up the Patron account because it was a work-related email. I have sent everything else they ask for.

  It has been my experience that they just expect you to give up and let it go. There is not a true desire to solve the issue, just to give me the run around. They don't have a customer service phone so it makes it more challenging for me to have to write everyday.

  I will try again to send the email chain to the BBB, so you can better see what my experience has been.

  Thank you!

  *******

  Business Response

  Date: 02/22/2024

  Hi there,
  
  Our team has been in contact with this user as recently as February 17th. 
  
  The request has been analyzed by our internal team and we've advised this user to the best of our abilities. We have unfortunately been unable to authenticate the information provided by this user to verify the ownership of the disputed account. 
  
  If the user requires further assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.
  

  Business Response

  Date: 02/15/2024

  Hi there,
  
  Our team is actively working with the user and we are addressing their concerns to the best of our abilities, all information requested is necessary for account security. We recommend that the user continues to respond to our emails since it is the best route for a resolution.

• Initial Complaint

  Date:02/07/2024

  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.

  We have an account set up with ********************** since January 2023 and have NOT received any payouts. They say it has been sent to our Chase Account but they have confirmed it is not received. We have been attempting to have this resolved for many months with limited (only computer generated) responses. They do not have a phone number to contact. We have not received over $1000 that is in the Patreon account. Our account is under the email **********************

  Business Response

  Date: 02/08/2024

  Hi there,
  
  Our team already attempted to assist the user on Mar *******, before they reached out to BBB, but they never got back to our team after our response. They reached back out our support team on 02/06/2024 and our team will get back to them shortly to support further.

• Initial Complaint

  Date:02/05/2024

  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.

   
  Complaint: 21250981
  
  I am rejecting this response because: that weird they send me a email and deleted my patron account and they charge me for membership I didnt authorize I want my money back and I have screenshots to proof it
  Sincerely,
  
  ******************

  Business Response

  Date: 02/12/2024

  Hello,

  As stated before, were unable to find any contact or account tied to the email address *************************.
  

  If the user requires assistance, they will need to reach out to us through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21250981
  
  I am rejecting this response because:
  That a lie they charged my PayPal account three times and yet I have proof they did and they have send me a confirmation to close my account 
  Sincerely,
  
  ******************

  Business Response

  Date: 02/08/2024

  Hello,

  We were unable to find any contact, from this user, with the email address *************************.

  If the user requires assistance, they will need to reach out to us through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.
  

   
  
  

   

  Business Response

  Date: 02/15/2024

  Hello,
  As mentioned before, were unable to find any contact or account tied to the email address *************************, we kindly ask again that the user contacts ** by following the steps bellow. 
  
  Reach out to us through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us

• Initial Complaint

  Date:01/11/2024

  Type:Sales and Advertising 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.

  Ive had a Patreon account being charged for a suspended creator. So basically for the past 37 months they have been taking money I thought was cancelled. *** tried to contact the creator and received no response. Ive contacted Patreon and was brushed away with a $200. This is not okay. Who was getting money for nothing? They suspended and cancelled financial transactions and then restarted them without my knowledge . I am not a rich human living in ********************. In the past 3 years my sister has almost died do to Liver transplant, *** had a surgery, my grandmother passed away, my son was bullied out of school, my husband was out of work because of writers strike, my mom was been diagnosed with dementia and in December my husband had open heart surgery. Ive had a lot on my mind and plate. And having Patreon take money for nothing is disgusting. Its bad business.

  Business Response

  Date: 01/15/2024

  The request has been analyzed by our internal team and we've advised this user to the best of our abilities.
  
  If the user requires further assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.

• Initial Complaint

  Date:01/01/2024

  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.

   
  Complaint: 21081962
  
  I am rejecting this response because: Far from "actively working with me," I have yet to hear back after providing the requested information and have had to contest yet another month with the card issuer. In addition, it should be noted that I provided the credit reference number for the transaction on October 4. Patreon has been aware that the charge is unauthorized for three months, but has been unable or unwilling to stop it. How hard is it for a company, when given the complete card number, to stop charging it?   
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/02/2024

  Hi there,
  
  Our team is actively working with the user since October and now January 1st as they only got back to us now with the information requested and we are addressing their concerns to the best of our abilities and are looking into the information provided to assist the user. We recommend that the user continues to respond to our emails since it is the best route for a resolution.

  Business Response

  Date: 01/08/2024

  Our team is still actively corresponding with the customer to find the aforementioned charge to continue to assist. Our last response was sent out on January 4th and we've yet to hear back. We advise continuing communicating with our team so they can resolve this for you.
  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21081962
  
  I am rejecting this response because:

  All requested information was provided on 1/2/24 (see attached). Contrary to Patreons claim that they are actively corresponding, they have yet to respond to this information or to information supplied to them by ********** Card Services, 

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

• Initial Complaint

  Date:12/17/2023

  Type:Customer Service 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.

  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,
  
  ***********************

  Business Response

  Date: 12/18/2023

  Hi there,
  
   
  Our team already assisted the user after they reached out to ********************, and the issue was resolved. If the user needs assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.
  

• Initial Complaint

  Date:12/14/2023

  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.

   
  Complaint: 21006032
  
  I am rejecting this response because:I have contacted Patreon through the help center and that result did not work for me. Please I am just asking for a refund to settle this and to take this no further. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 12/15/2023

  The request has been analyzed by our internal team and we've advised this user to the best of our abilities at this time. 
  
  If the user requires further assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.

  Business Response

  Date: 12/19/2023

  Hello
  
  Our team already assisted the user on on the 16th of December, after they reached out to BBB, and the issue was resolved. . If the user needs assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.
  
  

• Initial Complaint

  Date:12/13/2023

  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.

  Better Business Bureau:
  
  i was able to contact the support team and got a refund already  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  The request has been analyzed by our internal team and we've advised this user to the best of our abilities. Our refund policy does not guarantee approval for every request
  
  If the user requires further assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.

• Initial Complaint

  Date:12/08/2023

  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.

   
  Complaint: 20981002
  
  I am rejecting this response because 1) the merchant falsely claims I did not respond to the merchant's questions,  2) the merchant failed to stop the merchant's unauthorized re-occurring withdrawals from my credit card, 3) the merchant has not resolved the two issues a) intentionally advertising a non-working phone number and b) failing to refund any of the 2023 unauthorized payments from my credit card, and 4) the merchant falsely claims they are working with me to resolve the issues.

  It is true that the merchant initially contacted me by email.  The merchant asked by email:

  "if the unauthorized payments were from a Paypal account, and if so, what is my email associated with Paypal or Otherwise please provide all of the following information:
  Exact date and amount of the charge as it appears on your statement (please provide a screenshot if possible)
  Last four digits of the credit/debit card used
  If the card was used via ApplePay: the Device Account Number (found by opening Apple Wallet > selecting the card used > clicking the 3 dots in the top right).
  Card's expiration date (MM/YY)
  Your billing zip code
  Type of card ****** MasterCard, Discover, AmEx, ApplePay)
  Card provider/issuing bank"

  I responded by email to the merchant and provided my two Paypal emails as requested and also answered ALL the above questions, including providing the specific transaction dates Nov 1, 2023, Nov 2, 2023, Dec 1 2023 and Dec 2, 2023 and the specific amounts for each of those four days, and advised that I wanted a refund for all the months in 2023 where the same unauthorized transactions occurred on the same dates of the month for the same amounts.  I included with my reply message additional grievance I had with the merchant about their non working phone number that was listed on my credit card statement with the description of their transaction.  The merchant responded by email to apologize for the issue I was having and again asked me to respond to the questions.  I replied a second time to the merchant and advised the merchant to please check my first reply message. I then got a third email from the merchant stating the merchant can not assist me because they are unable to find a record of my Paypal emails and the best thing to do was to contact my credit card. That concluded the merchant's assistance.  It is a falsehood that the merchant is working with me to resolve the issues as they claimed to BBB.   I reject the merchant's proposed solution to contact my credit card company because it places the responsibility on me and my credit card company to resolve an issue that is the responsibility of the merchant to resolve since the issue stems from the merchant's re-occurring payment processing transactions. As previously explained to the merchant, I am not a member of the merchant and have never been a member or had an account with the merchant so I cannot therefore have a Paypal or any other type of email associated with a merchant account or membership.  I reject the merchant's solution and find it unsatisfactory also because I previously contacted my credit card company twice to stop the payments before contacting the merchant.  My credit card company is the source that alerted me the second time I contacted them that the payments were repeating each month so I needed to contact the merchant to stop future payments. Thirdly, because I don't have an account with the merchant,  I cannot cancel an account to stop the payments.  The merchant should be able to look up my credit card number and stop the reoccurring payments regardless of which of the merchant's accounts (or memberships) is associated with my credit card.  I do not believe my Paypal emails are the only way the merchant has to find the fraudulent account or activity.  The merchant should have enough logic to discern that none of my personal information, i.e., name, email, address, phone number, etc. will be associated with one of their accounts or memberships.  I reached out to the merchant to alert them that any account associated with my credit card is fraudulent and I would like a complete refund for every month in 2023 that a payment was collected from my credit card. At their request,  I then provided the merchant with the my credit card information. It is unclear, therefore, why the merchant's response to me is they cannot assist with the issue.  On one hand, the merchant ended dealings with me.  On the other hand, the merchant  responded to BBB to make it appear that they are not yet assisting because I've failed to answer their questions.  . 

  Because of the merchant's final email reply to me that they cannot assist, I was left with no choice but to cancel my credit card and deactivate both my Paypal accounts to ensure no future payments to the merchant.  Although the merchant was unhelpful, I believe the re-occurring problem is resolved with ******'s assistance to cancel my accounts and my credit card company's assistance to cancel the card; and I'm working with my credit card company to dispute the payments already made to the merchant for as much of a refund as possible.    

  The merchant's response is also unsatisfactory because the merchant did not address their practice of advertising a non-working phone number with the description of their monthly withdrawals from my credit card.  I can only go by my credit card statement description of the monthly transactions, which states verbatim "PAYPAL *PATREON MEMBERSHIP ************ CA."    I will not be satisfied until the merchant changes this bad faith dealing practice.  Satisfactory action is to either provide a working phone number or stop including the non-working phone number ************ with transaction descriptions.  If the merchant's policy is not to have telephone communications with consumers, a recommendation is to start using live or robot chat as is the practice of most reputable merchants without telephone or in person support.

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

  n, and I never authorized anyone to use my card for Patreon billing purposes. I contacted Patreon, ***** registered agent Services Incorporated, which I found online from the ****** State Attorney General's public business search web page. Incorporated Services contact information is ph # ******************** ****************************, ******** ** *****. The person I spoke with on the phone at the agent's office said he is prohibited from providing the contact information for Patreon.I have uploaded my latest 2023 monthly statement with as an example of the non-working phone number and unauthorized Patreon charges.

  Business Response

  Date: 12/11/2023

  Hi there,
  
  Our team is actively working with the user and we are addressing their concerns to the best of our abilities. Information regarding their situation was asked with specific details and user has yet to provide the information requested so that we can locate the charge they speak about. We recommend that the user to respond to our emails and provide the requested details since it is the best route for a resolution.
  Apologies as we do not offer phone support, we only work by email. 

  Business Response

  Date: 12/13/2023

  Hi there,
  
  Information regarding their situation was asked specific details and user has yet to provide the information requested, so that we can locate the charge mentioned. Please respond to our emails and provide the requested details since it is the best route for a resolution.
  The information asked was the following: 
  Exact date and amount of the charge as it appears on your statement (please provide a screenshot if possible)
  Last four digits of the credit/debit card used
  If the card was used via ApplePay: the Device Account Number (found by opening Apple Wallet > selecting the card used > clicking the 3 dots in the top right).
  Card's expiration date (MM/YY)
  Your billing zip code
  Type of card ****** MasterCard, Discover, AmEx, ApplePay)
  Card provider/issuing bank
  
  Please do not send the information here, only send it to the email thread with our support

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20981002
  
  I am rejecting this response because the merchant continues to offer the same solution for my refund request to contact my bank and continues to falsely claim to BBB that I have not yet responded to the merchant to answer their questions when I responded by email on 12/9/2023 at 3:30 am EST to the merchant to answer all the merchants questions.  I also reject the merchant's response because the merchant fails to acknowledge why they continually provide a non working number on my credit card statements when it cannot be used to contact them.  Below is the merchant's reply after the merchant received my 12/9/2023 3:30 am EST email where I answered their questions:

  
  Your request (*******) has been updated. To add additional comments, reply to this email.
  
  Remy (Patreon)
  Dec 9, 2023, 2:12?PM PST
  Hi there,
   
  Thank you for providing the requested information. Unfortunately, we were unable to locate any transactions matching the details that you provided.
   
  We apologize for not being able to locate the transaction and recommend that you contact your bank to file a dispute for the charges. From there, the bank will reach out to Patreon on your behalf to help us resolve the issue.
   
  Please let me know if you have any questions.
  Regards,
  Remy
  Patreon | Trust & Safety

  ___________________________
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  The request has been analyzed by our internal team and we've advised this user to the best of our abilities.
  If the user requires further assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.

• Initial Complaint

  Date:12/02/2023

  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.

  Patreon has refused to comply with my requests to have my information deleted from their databases. This all began with me being locked out of my account because I lost access to my TOTP authentication method. I've attempted to verify my identity with Patreon support, but the information they want in order to "verify" me is completely unreasonable, including "month and year of account creation, date of last login, "display name", and the ** used to access Patreon. How on earth do they expect ANYBODY to know the ** they used to access Patreon on a specific date in the past? This has been an absurd back and forth with Patreon support and it's going nowhere...slowly.

  Business Response

  Date: 12/13/2023

  Hi there,
  
   
  Our team already assisted the user and the issue was resolved since user did not answer to identification questions. If the user needs assistance, they will need to reach out to us again through *********** (*************************************************) to send us a note. At the bottom of every article, theyll find an Email Patreon Support button where they can get in touch with us.