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:09/15/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  *** noticed there are over one hundred dollars in fraudulent charges on my credit card, after I was informed by my bank that there may be charges in my credit card that werent made by me and I reviewed them Ive decided to reach out to the company who refuses to refund me for charges I didnt make! This is beyond unacceptable and I should be refunded for the that I didnt make!

  Business Response

  Date: 09/18/2023

  To whom it may concern.
  Upon review, the user has a few accounts on our website. Our system always states the exact amount of the charge and requests to confirm the purchase; otherwise, the transaction will not get processed. That is how it is programmed to work to avoid unsolicited charges. We take credit card safety very seriously and have a number of measures implemented to prevent unauthorized transactions, and we cooperate with our payment gateway to ensure all safety standards are followed. Our analysis has concluded that there was no security breach on our end. All payments have been authorized.
  
  According to our Terms of Service, all payments on our website are final and non-refundable. More information - **************************. However, we have issued a refund for all active subscriptions as an exception. As a result, the user's accounts have been deactivated and payment information has been blacklisted. It may take 3-5 business days for the funds to return to the bank account. 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20609546
  
  I am rejecting this response because:
  The transactions where not made by me and there are over 100$ in charges from this website!! If all transactions arent refunded I will take this to court and *** this company!
  Sincerely,
  
  D N

  Business Response

  Date: 09/19/2023

  Thank you for bringing this matter to our attention. 
  After careful consideration, we have made the decision to permanently deactivate all active profiles and issue refunds for active subscriptions. 
  Our investigation has revealed that there was no security breach, and all payments were authorized. Therefore, the user will receive a refund solely for their active subscriptions, and their payment details will be added to a blacklist to prevent similar occurrences in the future. For more information on our Terms of Service, the user can visit **************************.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20609546
  
  I am rejecting this response because:

  This will be taken to small claims court I have not made any of the purchases on my credit card and I will *** for damages this is beyond unacceptable!!! I want a full refund now!!
  
  Sincerely,
  
  D N

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 6/17/2023 I was notified my account was terminated due to violations of the terms of service or acceptable use policy. I am not a content creator and have never posted any type of content to the website, but yet my account was still terminated. I have asked repeatedly, what the exact violation(s) were. But get no help in the understanding. I have been a good citizen of the site and at all times have acted in good faith in following the rules. I want my account full restored, as it has been removed for unjust cause.

  Business Response

  Date: 07/12/2023

  To whom it may concern.
  After reviewing your account, a decision has been taken to terminate your account due to a violation of our Terms of Service. If you believe your account has not violated our Terms of Service (**************************) or Acceptable Use Policy (**************************#acceptable-use-policy), please complete the Deactivation Appeal Form at ***************************. You will need to provide evidence to support your appeal. Any decision reached by OnlyFans regarding the deactivation of your account will be final.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20301621
  
  I am rejecting this response because:

  They have not provided any information or evidence that I have violated the terms of service. I can not defend myself or appeal when I have no information, other than a broad statement. In order for someone to adequately defend themselves, they must know what they are defending. I need to know what the violation is.
  

   

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

  Business Response

  Date: 07/19/2023

  To whom it may concern.
  Upon review, your OnlyFans account has been terminated due to a violation of our Terms of Service (**************************). To appeal this decision, we would recommend you complete the Deactivation Appeal Form at ***************************. Our dedicated team will review your inquiry and take a decision.

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  UnpursuableMore 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 fell into a ridiculous situation with OnlyFans when a friend who has an account on there, and on Instagram, ended up getting their Instagram account hacked / cloned and I accidentally gave money to the scam cloned account.At the specific instruction of my friend who has the real account, I issued a chargeback through my bank.This would've been fine, only I accidentally issued the chargeback for a legitimate purchase from that friend's real onlyfans account, so I issued the charge back for the wrong charge.The problem is, I didn't realize this at first, and so OnlyFans has banned me and all of my methods for paying for service on the site, and has absolutely refused to help me, given my explanation, and my proof of the complex situation.I'm not here to scam any creators on OnlyFans, nor the site itself, and my pattern of behavior on the site, as well as my friend as a witness, completely backs me up.All I'm trying to do is support my friends on the site.

  Business Response

  Date: 06/16/2023

  To whom it may concern.
  Upon internal investigation, the user contacted the support team and claimed that the creator's account violates our Acceptable Use Policy (*****************************************************). However, the violation was not confirmed, as the person in the content matched the account owner. The user initiated a chargeback claim, refused to cover the reverted amount, and demanded the account removal. At this moment, the user is not able to restore the deleted account or use our services anymore. More information - **************************.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20188517
  
  I am rejecting this response because:
  

  At the time I had refused in error.

  I had thought the chargeback was for the fake scam account that I had fallen for and thus retained my right to protect my accounts.

   

  Only after I had had the discussion with ******** and had opted to have them delete my account did I realize that I had initiated the chargeback for the wrong account.

  In recent messages I have offered to pay the chargeback reversal fee and OnlyFans has refused, which is silly because they offered it before. This was just a case of a very confusing situation and bad timing.

  All I'm asking for is to be offered once more this same form to cover the chargeback, which I'll cover, and thus to have my payment methods, IP, and any other metrics used to be unbanned so that I can create a new account and support my friends on the service in good faith.

  Every single aspect of the rest of my behavior on the site, as well as my friend as a witness on the service, is proof that I operate in good faith, and was only thrown fully off balance by getting scammed by the fake account that beset my friend.

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

  Business Response

  Date: 06/29/2023

  To whom it may concern.
  We are afraid that the outcome is final. The decision cannot be appealed. The user was blocked due to a violation of our Terms of Service (unjustified requests for a refund - chargebacks through the bank). At this moment, the user is not able to restore the account or use our services anymore. More information - **************************.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20188517
  
  I am rejecting this response because:

  1) ******* from OnlyFans claimed I should be able to use another form of payment.

  This has not worked.

  The fact that following *******'s own advice doesn't work tells me they are in breach of their own Terms of Service of providing support.

  2) Additionally, at the start of the entire endeavor, I was offered a form to provide the difference in cost for the amount in question.

  I have ever since not been offered this form. 

  I know it exists, because I was offered it before.

  All I'm asking is to carry out the original steps that would've resolved the situation.

  The actual, original steps.

  3) The 2nd picture notes that the account was blacklisted by the system automatically and nothing can be done.

  If this is true, that at a technical level, it cannot be reversed, then that means that they have no technical means to reverse an accidental or incorrect ban, which places them in breach of their own Terms of Service.

  4) Not once during my entire chain of discussion with their support did they bother to acknowledge or address the proof I have provided that the entire process occurred because I was scammed.

  5) Not once during the entire process did they acknowledge that I am friends with the account in question, and can bring her into discussions to prove that I was scammed.

  Thus, all of this process falls short of them providing the support they are bound to provide in this situation, and all I am requesting is to be allowed to resolve the situation in the manner that they originally proposed.

  I'm not even asking for something they've never proposed, merely the original proposal of a form.

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

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 had an account with Onlyfans for months now. I have run into numerous problems and each and everytime I have asked for help, their ******************* hadn't even tried to help me. A few weeks ago I logged in and I couldn't see any of the new purchases. I could see a picture or two at times but not everything. I kept telling them about this problem as it got worse and worse. Now I can't even view the old content. I have asked others and they are also having problems like this. Even the Creators are saying their fans are complaining about this. Today I spoke to my bank and I will file complaints, since all of the stuff that I paid for is now not acceptable. I honestly think they are now punishing me for complaining so much! This should have been fixed by now but the staff at Onlyfans continues to blame me, even though I have tried every single thing they have asked me to do! I'm tired of being punished and I want (ALL) of my money back! Since you won't work with me, then I have no other choice!

  Business Response

  Date: 06/09/2023

  To whom it *** concern.

  At OnlyFans, we take the issue of piracy very seriously and are continually researching new technology. The *** Protection feature *** limit the ability of users who use older devices to view certain video content. In such cases, it is recommended switching to a different browser or device. Also, it is not possible to save any media from the website. Users can browse content within OnlyFans.com with no saving capabilities as it is prohibited according to our Terms of Service.
  
  We would like to make OnlyFans accessible to everyone. However, according to our Terms of Service (**************************), we do not promise that OnlyFans is compatible with all devices and operating systems. The users are responsible for configuring their information technology, device, and computer programs to access OnlyFans. For more information, the user *** contact ** at ********************* and we will be happy to assist with any inquiry.

• Initial Complaint

  Date:04/06/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 STILL HAVE NOT BEEN PAID BY THIS COMPANY!! I USED TO RECEIVE FUNDS THE FOLLOWING DAY INCLUDING WEEKENDS SO I KNOW IT CAN BE DONE. I AM OWED FROM SUBSCRIPTIONS FROM THEIR ONLYFANS SITE, HAVE MADE MULTIPLE COMPLAINTS NOW IT APPEARS THEY ARE NOT PAYING AT ALL!!!!!!!! MY HANDLE IS @MSVAUGHNSTAR, MY EMAIL IS ******************* I AM OWED FROM SEVERAL SUBSCRIBERS, MY ACCOUNT SETTINGS ARE SET TO MANUAL YET I HAVE RECEIVED NOTHING PENDING IN A LONG TIME!!!!!! I HAVE PENDING DEPOSITS FROM SEVERAL SUBSCRIBERS I HAVE NOT RECEIVED AFTER AGES WHY!!!!!!! PLEASE PAY ME SO I DO NOT PURSUE FURTHER ACTION!!!!!!! 3 BBB COMPLAINTS AT THIS POINT!!!!!! LOOK INTO MY ACCOUNT!!!!!!

  Business Response

  Date: 06/15/2023

  To whom it may concern. 
  We are obligated to run searches on active accounts to ensure they are compliant with our Terms of Service (**************************). The video has been deactivated due to a violation of our Terms of Service and Acceptable Use Policy. However, this process does not set any restrictions on the profile.
  
  According to the latest updates, we are obliged to run ID verifications to confirm that all information is accurate and up to date. Ondato is a certified and trusted verification service. This step is obligatory and can not be omitted. As soon as you obtain a new ID, please log in and complete the verification procedure on your Home page. The process is strictly confidential and used solely for verification purposes. Once processed and approved, payouts will be resumed automatically.

• Initial Complaint

  Date:03/22/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 selected manual payout as my method of pay, yet it appears the method is weekly. I was told it takes a 3-5 days, which is what I also dont understand because funds used to deposit the following day like clock if u check my account last year you will notice the difference. The major issue is I notice the payments seem to only deposit Mondays, no matter what or when they were processed..it appears the settings are on some sort of weekly payout instead of manual. The funds are only deposited that day (Mondays) no matter what, it is not simply a matter of 3-5 days here there is apparently a fixed schedule. I would like manual payments. This is NOT what I signed up for please adjust this to my preferred setting. I need my funds please fix this ASAP

  Business Response

  Date: 05/04/2023

  Please contact ******************** to get resolution for this. 
  This is not the correct place to contact for such support requests.

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Only fans allowed someone that wasnt me to change my bank account and routing number internally, I was sent a 2nd step verification which was still unread in my email inbox. They never sent me any report of this change notifying me allowing someone to take $965.00 from my account and depositing it into their account. They said it didnt look like anyone else had been on my account AFTER I filed a police report and sent them screenshots of it. This is a federal wage crime, and they never once tried to dispute it with their bank, to even get the money back and sent to the correct account. Theyre no help whatsoever, and I highly advise against working with them.

  Business Response

  Date: 03/02/2023

  To whom it may concern, 
  We are currently actively working with the individual to ascertain the location of the funds in order for the individual to obtain the funds. 
  Furthermore, per our Terms of Service, Terms of Use for All Users, 
  Term 7e: "You will keep your account/login details confidential and secure, including your user details, passwords and any other piece of information that forms part of our security procedures..."
  Term 7f: "You are responsible for all activity on your account even if, contrary to the Terms of Service, someone else uses your account."

• Initial Complaint

  Date:12/15/2022

  Type:Order Issues
  Status:

  UnpursuableMore 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 had pending earnings from the company from paying subscribers. It was stated I violated the companys terms and conditions. No explanation was given as to how I did this. My earnings were suspended, my account was deleted, and my emails were not responded to. My name on the platform is *************************. No explanation was given as to how I violated the terms or conditions. Thats all I ask. My emails were ignored when I asked for this information.

  Business Response

  Date: 12/22/2022

  To whom it may concern, 
   
  We have thoroughly researched this case and have concluded that the account was deleted due to breaching the Terms of Service. Accounts are deleted due to fraudulent activity or breach of T.O.S. We would like to clarify that accounts are not deleted without reason, and accounts will always be notified of the deletion before it has occurred. Furthermore, all of the Available/Pending funds are refunded to the users who submitted them. 
   
  Please see more on this page: onlyfans.com/terms. 

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  UnpursuableMore 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 having an ongoing issue with being able to withdraw my funds from this website. I was told I needed top update my w9 form. After completing the form, I was told I needed to send via email a photo of my social security card. I was not comfortable with doing so. After much back & forth, the representatives went from me needing it to verify my social, to only needing to verify my name. I sent a picture of it with my number covered. After doing so, they forged my name and signature onto the w9 form, and I am unable to change it. This is 100% fraud. There is no requirement for my middle name to be on my w9, in fact, there isnt even a space for it. It simply states to sign your name as shown on your tax forms. I have filed taxes my entire adult life, and never have I used my middle name. My middle name is not even on my ID or drivers license. Only my middle initial. I cannot withdraw money unless this form is submitted, however, I refuse to do so as I do not approve of their illegal and unethical forging of my legal tax documents.