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:09/30/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Astroline has charged me $19.99 for the once a week and a charge of $4.99 twice. I NEVER PAID THAT!!!!!! It charged the card I have on my ***** pay. I want my money back or a lawsuit will be started.

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/19/24 I selected for a $1 astrology reading through Instagram. I was routed to a chat that, only after asking, found out it charges by the minute. . When I tried to disconnect, the chat kept rerouting me to other pages in the app, while continuing the chat and accruing fees. I managed to disconnect and received their steps to obtain a refund. The availability of a refund WAS clearly stated. however once I read their actual policy, they state that no refund can be given for something you dont like or because you werent told you were being charged. I completed the form and was told that they dont give refunds for service fees. I managed to cancel before the 1 week timeframe so I shouldnt be charged. Then they emailed saying I signed up for a guide and the guide is no refundable. I didnt sign up for the guide. I never received any sort of guide which is actually correct because I never requested or intended to buy. This is an advertiser that is bombing Instagram and needs to be transparent about their fees. Since this is a scam, Im not at all surprised, now, by the bait and switch. This company should be flagged as a scam.

• Initial Complaint

  Date:09/24/2024

  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 clicked on a ******** link to an app called Astroline which offered a $1.00 trial subscription. I checked to make sure the subscription could be cancelled and the time frame that would allow me to do so. After selecting the trial and approving the payment as an Apply pay for the subscription, several more screens popped up. The first being a screen asking about a pdf report. The description on the buttons as to which one to hit to decline the report were not clear and the decline option was very small under the purchase option. In error I selected the larger purchase the *** button. I was immediately charged $29.99 to my ***** Pay without any payment confirmation prompts as occurred when purchasing the subscription. I immediately looked for customer service information to cancel the purchase as it was made in error. The only option to contact was an online submission stating the company would get back to me. I contacted my credit card company who provided me a 1800 number that just goes to a busy signal when I call. I have since submitted 4 emails. I clearly stated in all the emails which item, the *** charge, I was requesting a refund for and they keep referencing the subscription. On the last email they again mentioned the subscription and in the email includes a link to their money back policy which very conveniently as I read through it mentions this *** I am requesting a refund for as a non refundable item. This information may have been present somewhere within the app but my issue is the way in which the *** purchase option is being labeled in a confusing manner and that if the wrong button is selected by mistake which is easy to do, they immediately charge my Apple Pay without the option for me to confirm I indeed want to make the purchase as other ***** purchases require. The company has intentionally avoided my very specific refund request until the 4th email where they emailed me a link to their money back policy. Their activity seems very deceptive

  Customer Answer

  Date: 10/07/2024

  Good evening,

   

  Astroline after I filed a BBB complaint emailed me to tell me they would refund the $29.99 charge for the report I did not want. It wasnt until you reached out that they would even offer that.  I have not seen the charge go through for $29.99 so I think at this time it may be resolved

   

  Thanks,

  ******** ****

• Initial Complaint

  Date:08/27/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many other complainants, I signed up for the trial in June last year and could not cancel before the trial period ended. I believe I canceled the following day, and for almost a year, I have been attempting to cancel this service, emailing the company, getting a standard reply telling me to go onto the app and cancel. I would do so, and then I would still be charged $19.99, sometimes thrice a month for 53 months. I followed all their instructions to cancel the app, and it would simply not cancel and stop charging my card. I will continually see the charges on my account. Finally, yesterday, after threatening to report them to the BBB, I received a reply that my subscription had been canceled. I used the app 3x times last year during my trial period and have been charged over $600 in transactions (28 unauthorized transactions, to be exact). I want my money entirely refunded. I have a lawyer and will proceed legally if I am not refunded. The company is outrageous and disregards the subscribers/ and nonsubscribers requests. I urge this company to return all the funds they have taken from customers unauthorizedly.

  Customer Answer

  Date: 09/05/2024

  Hello and Good day everyone, Unfortunately, I now have to file another complaint with the BBB on Astroline as I was only partially refunded $279.86 of the $616.69 that was basically stolen from my account from this company over 53 weeks after repeatedly asking them to via email and their website to cancel my subscription. I've now written them 3x since the partial refund to no avail once again. They have not responded to me at all now. I'm disappointed that there're companies like these pretending to do important and entertaining work but are actually misusing the community of their hard earned money. Especially in a time when many are facing financial hurdles. I will never use or recommend anyone to use this company again. Quite frankly I think Astroline should be thoroughly investigated and sanctioned some how based on the number of complaints of unauthorized transactions. Sincerely, *************************

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive allowed my 4 year old daughter to utilize my phone just for entertainment while o do her hair. Apparently she purchased something while doing so. I immediately tried to cancel the transaction.(The notification noise went off as if she had made a purchase or Downloaded an app) its my opinion that I should be reimbursed considering this is unauthorized. Ive made purchase of this size ever.

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Astroline $1 trial subscription but quickly cancelled once I was fraudulently charged $29.99, not once but twice. They refused to refund the charges. Luckily by bank reversed them but they will try to dispute it saying I purchased something when I did not.

• Initial Complaint

  Date:08/15/2024

  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.

  8/15/2024 I don't know the transaction ID.Dispute/Reason for filing: After my week FREE trial, I CANCELLED because I believe that is when the subscription started. Even on my account, it says cancelled yet they still charged and took $19.99 from my account today. I want that money back. I have not heard a response from the company yet, as I sent a request for a refund prior to filing this complaint should they refused to give my money back or choose not to respond at all.

  Customer Answer

  Date: 08/21/2024

  Good morning! I could not find a place to make a statement in regards to my situation on the site, so I am doing it here via email. My situation/issue has been resolved, and my money has been refunded to me. As always, thank you for your help and assistance. Have a wonderful day and sincerest regards!

• Initial Complaint

  Date:08/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled this subscription in 3/2024 but the company continues to try to charge my card. I need them to cancel my subscription and stop trying to charge my card. My credit card company has communicated to me as well saying that the charges are fraudulent and will continue to block them but asked me to reach out to the company again to resolve the issue so no further attempts are made. They are attempting to charge my card $39.99 every month, please cease and desist all future attempts to charge my card. I would also like a refund of the $159.96 that was charged to my card without my consent over a 4 month period after the time I canceled the account.

• Initial Complaint

  Date:08/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 1 2024 I started a 1 week free trial and paid 1$. On August 7 2024, I attempted to cancel my subscription. I went to website. Answered questions and received a confirmation message pop up. Which I saved a screen shot of. Saying goodbye for now. Cancellation message sent. next day I was charged ***** to renew for 2 weeks. I contacted company immediately upon seeing this.( 15 minutes later) I received a response that I did not cancel in time and they would not unauthorize that charge. This is a deceptive cancellation practice. Upon investigating I see that I was expected to go into that cancellation message and follow their link to cancel officially. Everything appeared to have canceled including the message header. Saying-subscription cancellation. See screenshot. I have never encountered this type of practice and the verbiage was deceptive.

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Astroline uses dark patterns to charge people for a subscription. I only signed up for trial & attempted cancelling upon finding out that they were going to charge me again. But they had already charged me and refused to refund. Theyre not using Apple subscriptions to charge. Which makes it deceiving & difficult to cancel. Their phone doesnt work either.