Complaints

This profile includes complaints for Paramount+'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paramount+

  San Francisco, CA 94107-2153

• 

  CBS Interactive Inc

  9920 Corporate Campus Suite 1000 , Lousiville, KY 40223

• 

  CBS Interactive Inc.

  1401 W Cypress Creek Rd STE 200 Fort Lauderdale, FL 33309

• 

  Showtime Networks, Inc.

  1633 Broadway New York, NY 10019

• 

  CNET

  30 Jericho Executive Plaza Jericho, NY 11753

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:02/16/2023

  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.

  I currently have subscriptions to HULU w/Showtime, ***** ESPN+, ******** Paramount+, Peacock and Prime Video. On January 23 I wanted to watch a show listed on Paramount+. When I used the app to view the show, it indicated that I needed to upgrade my subscription to watch the show. I didn't understand why I needed to do this, but inadvertently upgraded. Within minutes I realized that I had now added Showtime to my existing Paramount+ subscription. As stated above, I already have Showtime with my HULU subscription. Accordingly, I immediately downgraded back to my original plan. After which I was able to go to HULU and watch my program. Subsequently, I notied on my AMEX bill that I had been charged $48.10 for the upgrade. I tried to contact Paramount+ by phone, but as with all of these companies today, there is no ability to do so. I was limited to online email. Originally, **** in their ********************** wrote "Our records show that you've upgraded from Premium to Premium with Showtime, and a prorated charge of $48.10 was collected on your card. NRP. Our record also shows that you've downgraded back to Premium only, which will take effect on your next invoice." I wasn't sure when my "next invoice" was, so I waited and monitored my AMEX bill for the credit. After a few weeks, I didn't receive a refund so yesterday I contacted them again via email. After several email exchanges I was told by ******** "Unfortunately, per our billing policy, we cannot ***** refunds for Paramount+ subscriptions." I elaborated on my incident and explained that I "downgraded" only minutes after "upgrading" once I realized my mistake. I received the following reply: "Unfortunately, we are unable to refund your Showtime subscription because it is bundled with your Premium (Annual) subscription." This is unacceptable! The app was misleading and deceptive. I made a simple mistake, and I should be entitled to a refund. I am attaching a PDF of my entire email exchange with this complaint.

  Business Response

  Date: 02/17/2023

  Dear *****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any account issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/18/2023

  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:02/16/2023

  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.

  We signed up with ******* Plus which included a subscription to Paramount. We were able to access the service ONLY via our laptop devices via the web. I invested hours trying to get access to Paramount for the technical support to obtain access to an app that works with our ** smart TV. The service line is unreachable for hours. The "chat box" keeps you in a doom loop, even when following the instructions to obtain a "live agent." They have sent numerous e-mails promising to contacting me, even asking for "best time" to call. They have never kept their own promises. We still have not heard from them. I have reached back out to *******, as they have offered concessions in order to keep us as ******* ******************************** has simply taken on too many subscribers and has not committed the necessary resources to serve the customer. This is disingenuous and unfair. I sincerely hope that they will devote the necessary resources to honor their obligations. Churning customers and breaking relationships is sure to bring Government scrutiny, which they surely do not want. Thank you for your assistance.

  Business Response

  Date: 02/17/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered while streaming. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any streaming issues you may still be experiencing. We will have a supervisor give you a call between 2 PM - 4:30 PM ET  to the phone number you provided here.
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19415943
  
  I am rejecting this response because: Paramount ( supervisor) hs promised to call us, but they have not done so. In fact, they promised the same thing before the complaint was filed with BBB. They do not honor their promises. We are still waiting to hear from them. 
  
  Sincerely,
  
  ********

  Business Response

  Date: 02/27/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and saw a member of our ************* team spoke with you on 2/25/2023, and assisted you regarding this matter.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/27/2023

  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:02/16/2023

  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.

  I have been trying to cancel my subscription for over two weeks. Its almost impossible to speak with a live person. This business is engaging in unlawful practice of making it next to impossible to cancel service. Simply a disgrace.

  Business Response

  Date: 02/16/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and our records show that you signed up through ****** Play. We're sorry, but we are unable to manage your account if you signed up for Paramount+ through your device.
  
  To ensure you cancel your Paramount+ subscription, just follow the instructions relevant to your device listed here:: spr.ly/HowToCancel
  
  If you have any ***************-related questions (i.e. billing, account changes, cancellation requests etc.), please contact ******Play directly for further assistance using the information below:
  
  Call ************** or visit ************************************************************************************************ Android TV.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/15/2023

  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.

  On January 15th, 2023 I went on the paramount+ website to cancel my subscription. When I pressed cancel, it gave me the option to opt in for a free month by not cancelling & said I would not be billed again until March 15th. I was billed today on February 15th and when I reached out to customer service they said they could reimburse me but would need to deactivate my account immediately. I believe that this is a scam to continue to bill people who may be considering to cancel. Imagine how many people theyve been able to charge an extra **** to by falsely offering this free month and them billing them anyway.

  Business Response

  Date: 02/17/2023

  Dear ******,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service
  
  
  
  

• Initial Complaint

  Date:02/14/2023

  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 was never contacted before I was billed for the paramount plus subscription. I contacted them immediately after I was billed, and they refused to give me a refund.

  Business Response

  Date: 02/16/2023

  Dear *****,
  
  Thank you for reaching out to us about the issue you encountered with your subscription. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. We researched your case, and as a result, we issued a refund in the amount of $11.01. Please allow 7 to 10 days for processing to your financial institution.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/14/2023

  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.

  Last year I tried a 30 day free subscription with Paramount Plus. Even though I canceled this within the 30 day grace ****** I have been charged by Paramount plus since June of 2022. I have repeatedly tried to contact their **************** all to no avail!! It seems impossible to get a response from them no matter what means of contact you attempt. To avoid any further charges I was forced to cancel my credit card and now I have to wait for another card and then change over all of my recurring payments to the new card once received. Quite an inconvenience for me just because of their lack of customer support!!!!

  Business Response

  Date: 02/16/2023

  
  Dear *******,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any account issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/14/2023

  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 started Streaming my TV 4 years ago with many different streaming apps to watch movies and my favorite TV shows. I got CBS to watch my local news, then they changed the app to paramount + and I was forced into paying a high price to continue with my local stream. The app would freeze up or crash completely, sometimes lasting a couple minutes to a couple days. Last week the app crashed hard and I can't even get it to download back onto my TV. I tried the chat help and when I ask for a technician the bot said there are none. I Tried to send an email and a phone call there is Nothing, no e-mail and the phone number I found is never answered. Horrible company. Now I tried to get into the website and there is a 406 not acceptable error message.

  Business Response

  Date: 02/15/2023

  Dear ******,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience. We can confirm your case is actively being investigated by our *********** team.
  
  Your experience with Paramount+ is very important to us and we hope your issue gets resolved soon. Well contact you just as soon as we have an update. Thank you kindly for your patience!
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/12/2023

  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.

  Several days ago my Paramount+ apps stopped working on all of my devices ********** iPhone, desktop) and I am unable to sign in (or I get a "406" error). I've reinstalled the apps several times, checked for updates, replaced my router, and contacted my ISP - nothing has worked (my ISP has told me the 406 error is coming directly from Paramount+'s). I have emailed technical support 4 times and contacted them via telephone twice. They've promised escalation and informed me that it was being handled by "senior tech support" but as of this point - nothing has been fixed. I've now been without the service for 6 days without a solution in sight.

  Business Response

  Date: 02/14/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any streaming issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19392381
  
  I am rejecting this response because: After nearly 13 exchanged emails with technical support, three calls with phone support (one with a "supervisor"), and promises of escalation from both, the issue remains unresolved (a week later) and no timetable has been provided for when it will be resolved. I was told this is a "known error" yet it remains unpatched. My ISP has also tried to contact Paramount+ and has also been promised investigation and resolution but it has yet to be provided. This is not the way to treat customers who have been with the platform since 2017. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/22/2023

  Dear ****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and saw a member of our ************* team spoke with you on 02/21, but the call was disconnected. As a result, you were sent a follow up email. Please reply to their email for further assistance. You can also call **************** at ***************** days a week from 9 a.m. to midnight ET.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19392381
  
  I am rejecting this response because: In the time since this case began, there have been numerous phone calls with Paramount+ technical support and over 24 emails. Working with my ISP, we were able to identify and resolve the issue - which was, as has been repeated from the beginning of this incident (we literally told Paramount+ what the problem was), Paramount+'s indiscriminate blocking of our IP address. No one could have contributed LESS to this solution than Paramount+. Their response has involved promises of escalation, repeated and repetitive tasks coupled with multiple requests to resubmit the same information over, and over, and over again, all tied together with an off-shore technical support team whose only technical resolution skills seem to be based on sending form emails. At one point they directed us to areas of the Paramount+ app that simply don't exist. I've been a customer of PP since 2017 and this has just been an absolutely abysmal and shameful response. I would still be without access were it not for my ISP stepping in because Paramount+ refused to. When everything is functioning, Paramount+ is a fine service - but when something goes wrong, it becomes a nightmare of ineptitude. I would advise consumers to take this into account before they sign up for the service. Shameful, absolutely shameful. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/24/2023

  Proposed Response: 
  
  Dear ****,
  
  Thank you for expressing your concerns about the troubleshooting process. We want you to know your comments are integral in helping us shape future customer experiences, and we greatly appreciate your thoughts on the matter. Weve also passed your feedback along to our product team for consideration.
  
  Again, thank you for reaching out to us about this.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/12/2023

  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 signed up for Paramount Plus and paid for a year in advance. My current year does not expire until October of 2023. I do not make monthly payments. Paramount Plus has my credit card on file and I would like it removed. When I go into my account, there is no way to delete my credit card information. My only option is to "change" my payment method. For security reasons I do not wish my credit card to be on file on the internet and I don't give Paramount Plus permission to have it on file. Attempts to contact them through their chat feature and email form have gone ignored. No one even joins the chat.

  Business Response

  Date: 02/15/2023

  Dear *********,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  Wed like to make this right, and assist with any account issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  Date:02/11/2023

  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.

  Signed up for free seven day paramount+ and showtime trial on sat 2/4. When signing up I chose monthly plan. Showtime never worked, could never log in and all movies were locked. Tried to contact paramount but wait time was over an hour. Emailed them and no response. Cancelled on sat 2/11 before the time I signed up. It cancelled but stated I had signed up for a year and it would cancel 2/11/24. I was charged 149$. I never agreed to a year subscription. I want my money back.

  Business Response

  Date: 02/13/2023

  Dear *******,
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and our records show that you signed up through your Roku device. We're sorry, but we are unable to manage your account if you signed up for Paramount+ through your device.
  
  If you have any ***************-related questions (i.e. billing, account changes, cancellation requests etc.), please contact Roku directly for further assistance using the information below:
  
  Call ************** or visit ************************.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue.
  
  Regards,
  Paramount+ ****************