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:07/30/2024

  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.

  On Nov. 20, 2021, I wanted to watch my grandson's last high school game and had to sign up for a one month subscription to do so. The company automatically renews every month if you do not cancel so I know I cancelled because that was the only game I wanted to see. Their web site shows the last time I watched a game was on that Nov. 20, 2021. I just noticed on my last credit card statement a monthly charge of $11.99 and found out I have been billed every month since Nov. 20, 2021. I never check my credit card statement because it usually contains almost 100 charges for everything including takeout, supermarket, gas, coffee. Duringthe past three years, I have been billed $358. I contacted NFHS last week and they will only credit me for the past four months ($48) even though their system shows I watched only one game. They said I would have to prove that I cancelled my subscription in 2021 which I have no way of doing. I see other customers have filed a complaint with you because they were continually billed long after they cancelled with NFHS which indicates the company doesn't always record cancellations.

  Business Response

  Date: 07/30/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you experienced regarding your subscription. We understand how important it was for you to watch your grandsons last high school game and acknowledge your concern about the billing of our subscription services.
  
  Thank you for bringing this matter to our attention. We have reviewed your case and escalated the issue internally. We have also been in direct communication with you through our support team. Please be assured that we are working diligently to resolve the issue to your satisfaction.
  
  Our team is committed to providing excellent customer service and ensuring that our billing processes are transparent and fair. We are also taking steps to prevent similar issues from occurring in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our support team directly at ****************************************.
  
  Thank you for your patience and understanding.

  Sincerely, 
  ************ 
  Voice of the Customer Program Manager

  Business Response

  Date: 07/30/2024

  Dear *****,

  We sincerely apologize for the inconvenience and frustration you experienced regarding your subscription. We understand how important it was for you to watch your grandsons last high school game and acknowledge your concern about the billing of our subscription services.
  
  Thank you for bringing this matter to our attention. We have reviewed your case and escalated the issue internally. We have also been in direct communication with you through our support team. Please be assured that we are working diligently to resolve the issue to your satisfaction.
  
  Our team is committed to providing excellent customer service and ensuring that our billing processes are transparent and fair. We are also taking steps to prevent similar issues from occurring in the future.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our support team directly at ****************************************.
  
  Thank you for your patience and understanding.

  Sincerely, 
  ************ 
  Voice of the Customer Program Manager

  Customer Answer

  Date: 08/01/2024

   
  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. Thanks so much for getting me a full refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/11/2024

  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.

  I have tried and tried to cancel this. Their way of cancelling is terrible ! I will never use them again. Buyer beware!

  Business Response

  Date: 10/14/2024

  Hi there, 

  Thank you for sharing your feedback, and Im sorry to hear about the difficulty you faced when trying to cancel. We recognize that this complaint was submitted some time ago, and were just now getting the chance to follow up. I do see that this issue was resolved shortly after your initial request, but we understand how frustrating the process can be and appreciate your patience.
  
  If you have any other concerns or need further assistance, please dont hesitate to reach out. Were here to help!
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:05/09/2024

  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.

  In Jan, 2024 I went online and signed up for monthly subscription on the NFHS Network website. I was charged $11.99 on my credit card for the month of Jan. I paid it. Then in mid Feb I went on the websie and cancelled and the website showed I had cancelled. But NFHS has kept billing ever since. I got an email from NFHS telling me my subcription was cancelled on 3/28/24. This is hard to deal with them because their number on my ccredit card b ill is a nonworking number. And my computer was hacked and it was hard trying to email them. I have called a customer service number that was on ****** but they keep telling me that they are not the customer service **** for NFHS but they will give them messae to call me. Well, someone named **** called my tghis morning. I was not able to get to the phone in time as I have to use a ****** to mover. He told me to email him at ****************************************** Which I tried to do agin , it is difficult for me as I am visually impaired and have to use zoom on my compputer. I just want them to quit charging me for FEB, Mar and April . and drop the charges of $35.97.I hope you can help me with this as NFHS is difficullt to deal with since they don't have an accessible customer service ****.

  Business Response

  Date: 10/15/2024

  Hi ******, 

  Thank you for bringing your concerns to our attention, and I apologize for the delay in addressing your issue. I understand how frustrating billing matters can be, and I appreciate your patience as we worked to resolve this.
  
  Im pleased to inform you that your subscription was successfully canceled in March, and the charge for February had been refunded. You should not see any further charges on your account.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out. We're here to help!

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:05/01/2024

  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.

  Ive canceled the subscription streaming service for NFHS Network on 24 Feb 2024 and received email confirmation confirming this. Yet the NFHS Network continues to charge our credit card for monthly services; Feb, ************* 2024

  Business Response

  Date: 10/15/2024

  Hi ****, 

  Thank you for reaching out and for your patience while we address your concerns. I apologize for the delay in getting back to you regarding your subscription.
  
  I see that your annual renewing subscription was successfully canceled on February 7, 2024, in which our support agent also issued a refund. However, I'm seeing a monthly charge in late Feb 2024 for a monthly subscription which was cancelled shortly after. After reviewing your account, I do not see any charges for March and April, which suggests that your cancellation was processed correctly.
  
  If you are still noticing any discrepancies or if there are specific charges you would like us to investigate further, please reach out to our support team. They may need additional details to assist you better, and were here to help resolve any issues you may have.
  
  Thank you for your understanding. 
  
  Best regards,

• Initial Complaint

  Date:04/29/2024

  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.

  I subscribed to this sports streaming network on 11/20/2023 at a rate of ***** per month. They were to provide high school sports coverage from multiple schools. Since the onset, 75% of the games advertised have not been broadcast due to technical issues. There is no customer service other than a bot or email which is answered by an automated system. I am unable to cancel or get a refund for the lack of service.

• Initial Complaint

  Date:03/20/2024

  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.

  NFHS Network has designed an impossible labyrinth of "customer service" to navigate. Not only does the self identified "Lead" of ****************** not thoroughly review complaints made and responds with "baked" answers that are not related to the problem, but further, neglects a response at all for weeks on end after repeated contact.I am seeking a refund of a recurring subscription that was not clearly packaged or communication to be one. Having carefully organized screen grabs of the consumer experience, identifying some of the challenges and blockers for the consumer, and outlining recommendations, my information was disregarded entirely and my request neglected.Even after having canceled the service I did not intend or know I was subscribing to, the company failed to acknowledge that cancellation and had to revisit it again one month later. It is poor practice and at my expense (time, money).Some of the highlights of the problematic experience and reasoning for invitation of refund, including BUT NOT LIMITED TO:1. No receipt of the initial transaction provided to user.2. Welcome email called receipient a member and prompted to upgrade to subscriber - leaving the recipient to believe thay were not subscribed and only to have NFHS charge subscription fees monthly thereafter.3. The current consumer flow disclosures and terms are blocked by forced cookies, impeding the ability of the user to understand the initial terms of the "subscription."4. Cookie Policy Lacks Opt-Out I am, simply, seeking a refund for services never rendered, never intended to sign up for, and some misleading communications around it. This is more than $33. It is about driving for accountability and better business practice - especially when your own "customer" is taking time to be thoughtful and meaningful, the courtesy would be to deliver the same.

  Business Response

  Date: 10/18/2024

  Hi *******, 

  Thank you for bringing these issues to our attention, and we sincerely apologize for the delay in addressing your concerns. We understand how frustrating this situation has been and regret that the experience did not meet your expectations. Weve reviewed your case, and Im happy to confirm that the remaining charges have been refunded as requested. 
  
  We appreciate the time you took to outline your challenges and suggestions. Feedback like yours is invaluable, and we're committed to improving our processes to provide a better experience for all our users.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out directly at ***************************************** Were here to help, and we appreciate your patience throughout this process.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 21463373
  
  I am rejecting this response because it does not address the proper steps for resolution - ie. refund, explaining how the business is changing its process to ensure it doesnt have legal conflicts, et al.  It still demands accountability.

  I reached out directly to the executive team with legal positioning and sincere recommendations on how to improve. They issued a refund, therefore, this has been technical resolved; but my effort for details in the process that exposes the company on a greater level, were not answered for.
  
  Effectively, this is closed. But the process to get there was disappointing - having to contact BBB before the company would respond. Having to escalate to a CEO before getting a proper response. And even when the issue was a higher risk for the company that I was trying to point out, not just about a refund.

  Best wishes forward.

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

  Business Response

  Date: 10/23/2024

  Hi *******, 

  Thank you for your continued feedback, and I sincerely apologize for the challenges youve faced. I recently joined NFHS Network as the Voice of the Customer Program Manager, and I want to assure you that your feedback, along with that of other customers, is being taken seriously and shared with our internal teams. Your concernsparticularly regarding our subscription process and customer serviceare invaluable in helping us identify areas for improvement.
  
  While I understand your refund has been processed, I recognize that your experience involved more than just the financial aspect. One of my key priorities is to gather and address customer feedback to drive meaningful improvements in both our product and overall customer experience. The issues youve identified are under review to ensure we provide more transparent, accessible, and reliable service moving forward.
  
  If you have any further questions or suggestions, please dont hesitate to reach out. Thank you for your patience as we work to improve based on your valuable input.

  Best Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair 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.

  On March 14, 2024 I subscribed to the NFHS Network through my Roku to use their services to watch a game that was advertised as being available. The game was to be played on March 16, 2024. I logged in to my account and the program was listed as available and when I went to watch it it would not load, and then for awhile it would say the even has been delayed, which it had not as I was able to hear the audio from a different, FREE site. At some point they just removed the listing all together. So I essentially subscribed to a service that gave me absolutely nothing for $12.89. I contacted customer service that day who wrote me back 3 DAYS LATER and said they were working on the issue, which at this point is useless as the event ended days prior. I wrote back and said that I would like a refund because their service did not work as advertised. They said I had to request a refund through Roku, who A) doesn't give refunds and B) their service worked fine, the ********** and worked, it is the **** service that did not work, AT ALL. They get to keep my money and not produce what what was advertised or what was payed for.

  Business Response

  Date: 10/23/2024

  Hi ***********, 

  Thank you for your patience, and I sincerely apologize for the delay in addressing your concerns. I completely understand how disappointing it must have been when the event you subscribed to watch wasnt available as expected, and Im sorry for any inconvenience this caused.
  
  While **** manages the refunds for subscriptions made through their platform, we want to make sure you feel valued as a customer. I see you also had a subscription with us about a year ago, and as a courtesy for the issues you experienced, Ive processed a refund for that previous subscription.
  
  Your feedback is incredibly important to us, and were using it to work on improving both our billing and subscription processes, as well as the reliability of our service. If you have any further questions or concerns, please dont hesitate to reach out. Were here to help and committed to making things right.
  
  Thank you again for sharing your experience and for your understanding as we continue to improve the NFHS Network.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:03/11/2024

  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.

  I was unable to cancel my subscription to this service. There was 3 times I spoke to a representative after trying to cancel on line. I was promised a return call all three times, but never got one. The issue was that I couldnt sign in because my email wasnt valid, but it was the same one they used to bill me. On one of my attempts to resolve this issue they tried to charge for a team to research and fix the problem. I will be contacting my credit card company to refuse any further charges. One representative even mentioned that they receive many of these calls, but they werent the person I needed to speak with. Thank you for your time.

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair 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.

  On February 24, 2022, we signed up for the NFHS Network streaming service. We found it to be inadequate and canceled our service the following month. Unbeknownst to us, NFHS Network did not cancel our service and in fact continued to charge our credit card a monthly fee. These fees have amounted to $266.88. In terms of a resolution, we would like two things. First, we would like to be reimbursed in full for the $266.88. Secondly, we would for NFHS Network to fix their broken billing system. Our cancelation request was not processed. Our credit card continued to be billed monthly. And the streaming service was renewed without our consent and without any communication whatsoever from NFHS Network. When we signed up for the service, we were asked to provide our email address. NFHS Network should be obligated to use the provided contact information to notify customers that they are automatically renewing their streaming subscription and continuing to charge their credit cards. We received exactly zero communication messages from NFHS Network since the initial date that we trialed the subscription on February 24, 2022. This company is not acting in good faith, and in my opinion is heading towards a class action lawsuit, as it is obvious that their fraudulent billing practices are impacting many, many subscribers.

  Business Response

  Date: 10/17/2024

  Hello *****, 

  Thank you for your feedback, and we sincerely apologize for the inconvenience you've experienced with our services and the delay in addressing your concerns. While we typically uphold a no-refund policy, we understand that unique situations can arise, and we strive to assist our customers as best we can.
  
  After reviewing your account, we have processed a partial refund in recognition of your situation. We are committed to continuously improving our services and customer experience, particularly regarding billing and subscription management.
  
  Thank you for your understanding, and we hope to resolve this matter promptly. Please, reach out to our support team at **************************************************************** if you have any further questions or concerns. 

  Kind Regards,
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 21211962
  
  I am rejecting this response because:

  As I have stated, this company continued to charge my account, after I canceled my subscription.  I am owed a reimbursement of $266.88, and will accept nothing less.  Additionally, I would like to point out that this company has a history of pulling this  type of consumer-scam, as is evident by the complaints outlined on the BBB site.  NFHS Network is utilizing deceptive subscriptions tactics to enrich their company.  Just like any other subscription-based-service, NFHS Network is required to get express affirmative consent from its customers.  When we canceled our service, we were no longer providing this consent.

  Sincerely,

   ***** *********

  Business Response

  Date: 10/22/2024

  Hi *****, 

  Thank you for your follow-up, and I sincerely apologize once again for the frustration youve encountered. I want to assure you that weve processed a full refund to your account, which should appear within 5-10 business days.
  
  I recently joined NFHS Network as the Voice of the Customer Program Manager, and Im actively collecting feedback like yours to improve the overall customer experience. Your concerns regarding billing and subscription issues are top of mind, and we are committed to refining our processes to ensure clarity and ease for all of our users.
  
  Your input is invaluable, and we take these matters very seriously. If you have any further questions or need assistance, please dont hesitate to reach out to our support team.
  
  Thank you for your patience and for helping us improve.
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair 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.

  NFHS Network advertises that you can watch your high schooler play their sports via live broadcast. My son plays JV basketball and Varsity Basketball for ********************** in **********, **. I have paid for their offered service since the start of the season. The cameras at ********** *********** are never operational in the basketball courts. 90% of his games have been played at home this season. I have emailed NFHS Network **************** multiple times with photo evidence that those cameras are not operational. I am a travel nurse and therefore I cant be there to see him play in person. NFHS hasnt had a problem collecting their money for me at approx $12 per month from my checking account but have yet to repair the cameras or even offer to refund my money. To say I was excited about this service is an understatement. Like any parent who has a child in sports, I am extremely proud of my son and his biggest fan. Yet here I am unable to watch him play the sport he loves. I just want the issue fixed. My money back would be a plus but I would rather be able to watch him play.

  Business Response

  Date: 10/24/2024

  Hi *****, 

  Thank you for your patience, and I sincerely apologize for the issues you've experienced with streaming your sons basketball games. I can imagine how disappointing it must have been, especially when you were counting on the service to watch him play while traveling for work.
  
  Im happy to share that weve scheduled a technician to replace the necessary equipment at ********************** This should resolve the ongoing issues with the cameras in the basketball courts and get them up and running properly again.
  
  Were also reviewing your subscription, and Ill be issuing a partial refund to account for the games you missed last season. Our goal is always to provide a reliable service, and I hope this helps in the meantime.
  
  If you have any other questions or need further assistance, please dont hesitate to reach out to our support team at ****************************************************************. 
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ********************