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Business Profile

Web Design

Fenix Internet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 59 total complaints in the last 3 years.
  • 25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/22/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 4, 9 & 14th I requested my payout from onlyfans **************. I patiently waited the 5 days after my pays were fully processed on Onlyfans. 5 days go by, no deposit in my bank account. 5 days since the April 9th withdrawal still no deposit! I open a ticket through OF support. I was promised if I provided bank statements they would be able to look into it and return my pays back to my primary balance. 2 weeks gone by. No pay. No support provided. Onlyfans closing my tickets faster then I can open them requesting their support/ help. I asked them to cancel my payments from the 4,9,14 as they never arrived in my bank. No response and closed the ticket once again. At this point if my money doesnt go into my bank or back to my primary balance I am left with one option and that will be suing *****/Onlyfans. Providing all the proof with pictures

    Customer Answer

    Date: 04/22/2024

    Please forward this to the ******** BBB then! I will refile if I have to but honestly I thought I was in the correct site

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 March 22nd I subbed to an Onlyfans creator ********************* VIP page for $7.50 and then tipped the creator $5.00 for some content which i didn't receive anything except the individual talking extremely inappropriately to me. I asked the creator how much for a custom photo set and they tried to get me to pay $600 which is a disgusting outrageous amount of money. I had to cancel the card in fear of getting scammed by this individual. So therefore I had to get a brand new card and I deleted my account so this individual couldn't harass me for more money. I tried asking Onlyfans for a refund and they constantly are strict regarding refunds. So I would like my money back in some way, shape or form. This website constantly defends their creator and has allowed victims to be screwed over. I've included screenshots of the charges ,and her advertising the customs which she doesn't go through with and the screenshot of her trying to get 600 dollars out of me.

    Business Response

    Date: 03/29/2024

    Thank you for reaching out to us regarding this case.

    After conducting a thorough investigation, we have found that the user in question voluntarily subscribed to the content creator and tipped $5. Our Terms of Service (****************************************) clearly state that we cannot issue a refund if the user has already received access to the creator's account and content.

    Furthermore, the user reported that their profile was hacked and these purchases were not authorized by contacting our support team. However, after a careful investigation, we found that the hack report was false and the user later admitted to forgetting about the purchases but still insisted on a refund.

    Unfortunately, we cannot issue a refund for the $7.50 subscription fee as the user had already accessed all the published content by the content creator. Additionally, the tips in the amount of $5.00 were voluntary, and there was no prior agreement between the fan and creator that the user would receive extra content in exchange for these tips.

    We highly recommend that the user review our Terms of Service (****************************************) on this matter, as all users agree to our policy upon registering their profile.

    We hope this information has been helpful. If you have any further questions or require further assistance, please do not hesitate to contact us.

    Customer Answer

    Date: 04/01/2024

     
    Complaint: 21497850

    I am rejecting this response because:

    yes I got the charges mixed up because I was busy and thought I was hacked but wasn't. But I told Onlyfans support that I wasn't and even apologized for the mix up. But my issue is the content creating trying to ask me for 600 dollars and giving a half a** response instead of elaborating more and seeing what I potentially wanted in a custom order. I'm sorry you don't lure people from your free account into your VIP and then telling people a ridiculous amount of money without further details or explanation. That's why I found it very suspicious. But I rest my case I want to close the case now since there's no point in arguing with a company that defends inappropriate content creators. 

    I don't wish to be contacted anymore by Onlyfans regarding this matter. Close the case I have nothing more to say.

     


    Sincerely,

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

  • Initial Complaint

    Date:02/24/2024

    Type:Product Issues
    Status:
    Unpursuable
    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.
    Stole money from my son's checking account!

    Customer Answer

    Date: 02/25/2024

    I have more emails from only fans and my son. I can also show where they were attempting to refund the money and then in January **** they stopped.  There were multiple companies working with onlyfans: woh brand. Of ******,  passes and I'm sure there were more. Please let me know if you need more documents. 

  • Initial Complaint

    Date:02/13/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Onlyfans, run by Fenix Internet LLC is blatantly breaking the law. I am currently waiting to get in contact with the lawyer to address this formally. The problem is I was told my post violated terms of service. When given the information on what policy I violated, I tried to find it on the website. After a very thorough search, no such policy existed. After much back and forth with support teams, they told me that the policy I violated is not in fact listed on their website. How can you enforce terms of service if they aren't listed? How can somebody enter a contract with a website if they are not aware of all of the terms presented? This is illegal and if only fans is going to make up rules, then they need to be listed clearly on their websites in the guidelines and terms of acceptable use.

  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    Onlyfans.com is allowing credit card fraud to take place and my account is paying the penalty. Onlyfans.com is allowing one user to purchase my content and then claim it was credit card fraud to get a refund. This has happened twice in the last 30 days with no end in sight and onlyfans.com is expecting me the creator to pay the refund back to the credit card user who is committing fraud. 13% of my sales have been given back to the user without a reason being given to me.

  • Initial Complaint

    Date:02/05/2024

    Type:Billing Issues
    Status:
    Unpursuable
    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 had an account with them as an independent contractor. I went through major identity theft. All of my information was stolen because of a data breach. I lost access to the account for almost a year. Someone else was using it. Alot of my fans contacted me on my other social media platforms to put me aware that someone was in my account using other photos. I tried to contact only fans on numerous occasions and never got a response from them. Then I attempted to create another account and verify my identity which I had up. Then all of a sudden I was banned from having it because they said I had stolen an identity or something like that when it's the other way around. My original account email was under ***************************** I want my account back and them to release any data involving who stole my account and started using it, and an answer as to why they didnt treat me fairly and shut me down when I was hacked and none of this was my fault. I am not even sure if they made any money from my likeness. But I would like to be able to use my account again. I am the victim and this is unjust.

    Business Response

    Date: 02/05/2024

    To whom it may concern.
    After careful consideration, due to breaches of our Terms of Service and Acceptable Use Policy, your accounts will remain deactivated. For more information, please visit this page ****************************************. It is not possible to restore the original accounts or create new ones anymore. This outcome is final and permanent.

  • Initial Complaint

    Date:01/28/2024

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 want an immediate refund to an active subscription that should not have been renewed. I have contacted support to no avail in trying to resolve this dispute. If this cant be refunded I will file a small claims in Broward County Court. For reference, the request number associated to communication with their support team is ********. They can lookup my account with my email address provided in this complaint.

    Business Response

    Date: 01/30/2024

    This particular case has been forwarded to the relevant department for review. Our analysis has concluded that there was no security breach on our end.

    Subscriptions are set to automatically renew by default on our platform and we have this information both in our help center (*********************************) and the user sees this information on his page with all subscriptions. 
    Upon review, the Auto-Renew feature for the subscription to the content creator was not disabled before the next billing date by the user.

    The original subscription was acquired as a part of a promotional campaign for new subscribers for $4 (90% off of the regular price). The user was informed about this befor the subscription. 
    Once the billing period with the promotional amount is over, the subscription price reverts to the full-price subscription of $40. More info - ****************************************;

    Subscriptions can be managed at: *******************************************************************. If you see the white ********** button and the renewal date for the corresponding subscription - it is set for Auto-Renew. And if you see the blue Renew button and the expiration date - it means that Auto-Renew is already disabled. Simply click on the corresponding button to change the Auto-Renew status.

    All subscriptions are final and non-refundable. Please see more details on this page: **************************.

    Your cooperation in this matter is most appreciated.

  • Initial Complaint

    Date:01/26/2024

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 spent over $750+ with the website and I've had an account with them for two years. Suddenly after not logging in for a while I try to and find out I've been banned via email. I asked several different customer service representatives for a ln explanation of my ban because I have not violated the Terms of Service. I made an appeal case but because their strong intention on keeping me in the dark about why I was banned I don't think I made an appeal properly. They never gave me a refund for all the time I spent with them which included so much content and now it's all lost media. My account was linked thru ******* @tealto.

    Business Response

    Date: 01/30/2024

    To whom it may concern.
    After careful consideration, due to breaches of our Terms of Service and Acceptable Use Policy, the account will remain deactivated. All active subscriptions have been refunded. Please be informed that tips, streams, paid posts and messages in our system are final and non-refundable. Unfortunately, we are not able to issue a refund for other purchases. Please see more details on this page: **************************.

    Customer Answer

    Date: 01/30/2024

     
    Complaint: 21204162

    I am rejecting this response because:

    I was never given an exact reason for my unjust ban. Without that information how would I be able to write an appeal to get my account reactivated. I haven't done anything wrong and I was wrongly banned for no actual reason. Also why can't I get a refund for all my purchases since I have absolutely zero percent chance of ever getting any of it back, at this time. I have used the site for years and it was always good so I'm not sure why there was a ban all of a sudden. It hurts because some of my favorite content creators are on here and I'm missing out.

  • Initial Complaint

    Date:01/26/2024

    Type:Product Issues
    Status:
    Unpursuable
    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.
    A customer of Only Fans somehow stole my **** debit card information and used it to make TWO $69.33CAD charges on Friday January 19th. I have given Only Fans my card information and screenshots of the TWO charges several times. However, they have only refunded me one time and ignore my requests asking where the second refund is. I want to know how somebody used a card that has my name on it, on an account that must not have my name, as I DO NOT and NEVER HAVE had an only fans account/trial/ANYTHING. Never even visited the web page. card # was *******************, its been cancelled now obviously but I NEED MY MONEY BACK. This was FRAUD and I am so upset that they keep ignoring my requests about the second chargeback. Its like they were going so fast they only noticed and did the one, closed the investigation, and now won't go back to fix it. I didn't even get the full amount of money back that was stolen originally due to the exchange rate between the US-****** changing day to day! Like this is crazy now. How is this happening on YOUR site???? I am about to see if I can call some kind of law enforcement and make a complaint at this point.

    Customer Answer

    Date: 01/28/2024

    Banking details proving I was charged twice by only fans but only received ONE refund

    Business Response

    Date: 01/30/2024

    To whom it may concern.
    We have had a look into this and are pleased to inform you that your request is being dealt with by our support team in ticket #********. We would like to reassure you that our support team is working hard to investigate this for you. Your ticket is still active, and we will be in contact with you as soon as we have an update. We appreciate your patience and do apologize for any inconvenience.  

  • Initial Complaint

    Date:01/26/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 contacted a creator via chat and he offered to do a custom video for an $80 tip. I tipped the $80 but they never sent the video. First he said someone else paid him $300 for that video. After I reminded him he agreed to do it for $80, he told me he would send the video the following day. He never sent it. A few days later, he messaged me again and said I would need to buy him 'toys' for him to use in the video. That was not what he agreed. He is clearly trying to scam me. I opened a ticked with Onlyfans support but they never responded. I expect a refund as the creator never delivered the content that was agreed and I paid for. If I'm not refunded I will close my Onlyfans account and do a chargeback with my credit card. I will also make sure my 450K followers are aware Onlyfans is allowing creators to scam customers.

    Business Response

    Date: 01/30/2024

    To whom it may concern.
    We have had a look into this and are pleased to inform you that your request is being dealt with by our support team in ticket #********. We have already contacted the creator concerning this matter. Please allow extra time and get in touch with us in case there is no content provided by 02/04 to have your refund request considered. Let us mention that a chargeback would not be a solution here. According to our policy, it will result in the account being immediately and permanently excluded from OnlyFans. You will not be able to use the website effectively in the future. Your patience and understanding are most appreciated.

    Customer Answer

    Date: 01/30/2024

     
    Complaint: 21203076

    I am rejecting this response because:

    The creator initially agreed to provide the content by 01/21. It is well beyond that date and the creator has not provided the content. They have refused and asked me to pay $300 or buy additional items in order to deliver the content. This is clear violation of the Onlyfans terms of service and they are clearly trying to scam subscribers. If ******** was *****************, they would have banned the creator immediately and refunded my money.

    I will contact my credit card company and report Fenix Internet to the ******* ************************* for credit card fraud.

    Customer Answer

    Date: 01/30/2024

    The agreement (contract) with the creator was that the content would be delivered by 01/21. NINE DAYS HAVE PASSED. Therefore, the creator breached the contract and I no longer want it. I want an immediate refund due to the time constraints delimitation portion of the contract agreement which is unfilled and therefore there is no more "time" left. I reject an extension. If Onlyfans (Fenix Internet) keeps refusing to issue a refund when the creator is in clear breach of the contract, I will take legal action in small claims court. I have already escalated this complaint to the BBB (complaint #********) and the Florida ************************

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