Complaints

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

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  Billshark

  35 Parkwood Dr Ste 110 Hopkinton, MA 01748-1727

  
• 

  Billshark

  PO Box 92 Hopkinton, MA 01748-0092

  

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:03/20/2025

  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 originally came across Billshark through PocketGuard, a budgeting app. Their service was advertised as a way to negotiate bills down, but the terms and conditions were barely visible at sign-up. I assumed they would be presented clearly at some point, yet they never were. Instead, they were buried in fine print below the sign-up button, making it unclear what I was actually agreeing to. At no point was I clearly informed that they would charge me directly or that they had access to my payment information.When Billshark claimed to have negotiated my bill, they never actually lowered my rateinstead, they signed me up for a promotion without my consent. They made no effort to inform me about the specifics of the promotion before making changes to my account. I never received a confirmation email of any kind until they sent me an invoice with vague descriptions of what they were charging for. The only communication was when a Shark contacted me over text saying my router was outdated and Spectrum could send me a new one. I said I would like that but that I wanted to know what the actual terms were. He told me to contact customer service.I contacted their support multiple times throughout the week, and the *** had been actively responding to my messages. However, just before the charge was processed, she suddenly stopped responding. Later that same day, Billshark charged my ***** credit card for $135.91, without my explicit authorization.I have since disputed this charge with ***** as fraudulent. However, I want to warn others that Billshark engages in misleading billing practices and takes payment without proper consent.I demand a full refund of $135.91 and written confirmation that my account is permanently closed with no future charges. I also urge BBB to investigate Billsharks deceptive business practices so that other consumers are not misled and charged without proper consent.

  

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to this complaint. We appreciate the chance to clarify our service model and address the customers concerns.

  The individual who submitted this complaint enrolled in Billsharks services through our partner, PocketGuarda personal finance and budgeting application. During the enrollment process, the customer was presented with our terms and conditions, which clearly outline the nature of our services and associated fees. These terms are visible prior to checkout, and agreement is required before the customer can proceed.

  Our services and pricing details are accessible both within PocketGuard and directly through Billsharks websiteeven before signing up. Customers must also manually enter their credit or debit card information to complete enrollment, which authorizes payment for services rendered once savings are achieved.
  It is also important to note that Billshark does not solicit customers. We only work with individuals who have voluntarily signed up and requested our assistance through our website or trusted partners.

  Once enrolled, each customer is assigned a personal negotiatorknown as a "Shark"who actively works on their behalf. Our Sharks are in regular contact with customers throughout the process to ensure transparency and to keep them informed. In this specific case, the Shark was in contact with the customer via text and received responses confirming that the customer was engaged during the negotiation process.

  We successfully negotiated a promotional rate on the customer's Spectrum account. While some promotional rates may be available to consumers directly, our Sharks leverage experience and provider knowledge to secure favorable termsoften without the customer needing to endure the time and hassle of direct negotiations.

  An email was sent to the customer the same day the negotiaiton was completed summarizing the savnigs acheived and an invoice was sent to the customer five days prior to payment being processed. The invoice several flexible payment options including ******, ******, ***, ***** Pay, and more. We encourage customers to reach out if there are any concerns before the due date, and we are always happy to assist or provide alternate payment arrangements, if the ones we already offer, don't meet their specific financial situation.

  Our internal communication records show that our Customer Success team remained in active and timely contact with the customer. Several of those messages appear to have been omitted from the complaint submission.

  Additionally, we want to clarify that Billshark does not store or manually input credit card data. All payments are processed securely through PCI-compliant platforms and only after the customer authorizes the charge during sign-up.

  As a customer courtesyand because we take satisfaction seriouslywe proactively offered the customer a discount to help address their concerns. Unfortunately, we have not received a response to that offer.

  The customer has since filed a dispute with their financial institution. While this is being reviewed, we are unable to issue any refunds or make further account adjustments. Once the dispute process is concluded, we are more than willing to revisit the account and work toward a fair resolution.

  The customers account has been permanently closed and no future charges will occur.

  We hope this response provides a clear overview of the services rendered and the process followed, as well as our ongoing commitment to transparency, responsible billing practices, and customer care.
  

  Sincerely,

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

• Initial Complaint

  Date:02/18/2025

  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.

  Total scam. Billshark invoices based on a percentage of the savings they negotiate on your behalf. In my case, Billshark is claiming that they saved me a ludicrous amount, and they are unwilling or unable to give me a list of where their calculated savings are coming from. My negotiated bill is within $10 of my previous bill, but they are claiming they saved me $600. Im being invoiced for several times more than the change to my bill, and Billshark cant back up where their numbers are coming from. As far as I can tell theyre totally made up.

  

  Business Response

  Date: 02/20/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to clarify and address this situation.
  We would like to respond to the concerns raised by our customer regarding their negotiated savings and corresponding invoice.

  
  Savings ************************************* fees are based on the total savings we secure for the customer over the negotiated period. We calculate savings based on the providers standard pricing versus the new negotiated rate. We understand that the customer is questioning how their savings were determined, and we are happy to provide a detailed breakdown of the calculations.

  
  Billing Accuracy We acknowledge the customer's concern regarding the perceived discrepancy between their previous bill and the negotiated amount. However, our savings calculations factor in the long-term reductions over the full duration of the negotiated rate, not just the immediate monthly difference. If there is any misunderstanding regarding how savings were determined, we are more than willing to review the details with the customer.

  
  Commitment to Resolution We have reached out to the customer to offer further clarification and are happy to work with them to ensure they fully understand their negotiated savings. If any errors are found in the calculation, we will take appropriate corrective action.

  
  At Billshark, transparency and customer satisfaction are our priorities. We are committed to resolving this matter fairly and in good faith. Please let us know if any additional information is needed to assist in the resolution of this complaint.

  
  Best regards,

  Billshark 

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   

   

  This is obviously a broad level copy/paste response that does nothing to address my issue. The company response here was literally zero effort. If they had actually looked into my correspondence with their company, they would know I have asked a dozen times for a detailed accounting of their savings which Billshark has been unable to provide  

  In contradistinction to their approach, I have provided billing statements and copies of my current plan numbers post Billshark negotiation , which directly conflict with their stated savings, which is backed by no proof or detailed accounting as they claim 

  This generic and frankly insulting copy/paste response does not resolve my issue  

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/25/2025

  I appreciate your patience while we worked through your concerns. I want to assure you that our response was not a generic copy-and-paste message but rather a thorough review of your case.

  After carefully examining your billing statements and the details of your current plan post-negotiation, we identified an error in the initial savings calculation. We have since corrected this and adjusted your invoice accordingly to reflect the accurate amount.

  I understand your frustration, and I appreciate the time you took to provide supporting documentation. Our goal is always to ensure transparency and accuracy in the savings we secure for our customers, and I regret any confusion or frustration this process may have caused.
  

  Please let me know if you have any further concerns, and again, I appreciate your patience while we worked through this with you.

  Billshark Customer Support

• Initial Complaint

  Date:01/02/2025

  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.

  Was advertised "no-risk savings estimate", but instead of getting the estimate prior to making alterations to my account, they did so without providing me any estimate and charged me anyways. Tried contacting them to resolve it privately, but they ignored me. Satisfaction guaranteed? ****. Hence, did the bill get thrown out? Nope, they did not even follow their own policy. I then had to contact Xfinity myself to correct the mistakes negligently made by billshark.

  

  Business Response

  Date: 01/06/2025

  
  Thank you for bringing this matter to our attention. We value transparency and appreciate the opportunity to clarify the concerns raised.

  
  Regarding the claim of not receiving a "no-risk savings estimate," our fee structure is clearly outlined across all platforms where we advertise and reiterated multiple times during the sign-up process. By enrolling through our website, the customer agreed to our terms, which allow us to negotiate on their behalf without requiring prior approval for savings.

  
  On the topic of unauthorized alterations, our records show that on December 27, 2024, our negotiator maintained clear communication with the customer via text, providing updates throughout the process. During these exchanges, the customer requested an upgrade to gig-speed internet and confirmed their willingness to pay a higher rate for increased speed. Approval was explicitly granted before proceeding.

  
  As for billing concerns, the customer was sent a detailed recap of the negotiation on December 27, 2024, which included the changes and savings achieved. An invoice followed on December 30, 2024, outlining the charges and available payment methods, including Apple Pay, ******** transfer, and ******, which offers flexible payment options through its "Pay Later" program.

  
  In terms of customer support responsiveness, our team responded within five minutes to the clients initial email about the upgraded service. While the client later expressed dissatisfaction with the cost of the upgrade, records confirm that the negotiator had clearly communicated all associated costs during their text conversation.
  

  Our satisfaction guarantee was fully upheld, as we successfully upgraded the customers internet speed while reducing their monthly premium. Additionally, we secured savings for a total of three years, despite only charging for two, in accordance with our policy.
  

  There is no record of errors in the customers Xfinity account. The primary issue raised appears to be dissatisfaction with paying for services that were agreed upon during enrollment. Furthermore, our process fully adhered to all advertised policies, and we delivered the service and savings promised.  
  

  We understand the frustration expressed in the customers communication and are committed to addressing any lingering concerns. However, the dissatisfaction seems to stem from a misunderstanding of our clearly outlined terms and conditions.
  

  We hope this explanation provides clarity. Please let us know if additional details are needed or if there is anything further we can assist with.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

   

  Here are screenshots of the chat showing that Billshark's claims are false.  

   

  Additionally, your company speaking for me and falsely pushing a narrative that I was "satisfied" with your service is like a ****** telling the **** victim that the victim was "satisfied" because they got to get a night out.

  Regards,

  ******

   

   

  

  Business Response

  Date: 01/07/2025

  Thank you for bringing this matter to our attention. We take customer concerns very seriously and are committed to addressing them with respect and transparency.

  Regarding this specific case, our Customer Support team has actively reached out to the customer to address their concerns and clarify any misunderstandings. While we regret that the customer is dissatisfied with our services, we remain committed to working with them amicably to find a resolution.

  Its important to note that we strive for clear and accurate communication in all interactions. If there has been any perception of misrepresentation regarding their satisfaction, we deeply regret that impression and are open to further discussions to address their concerns directly.

  We value the opportunity to resolve this matter and will continue to make every effort to assist the customer in a professional and respectful manner.

  Thank you,

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  Company said that would reach out to me further, which they did, and am waiting for their findings before closing this complained.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:11/22/2024

  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.

  Be very careful using any budget apps. This is a third party issue on a budget app that is very misleading. Its embedded in the app and confusing. They claim to have saved you money over years and then charge you half of the amount that they claim to save you. If you dont use that provider anymore youre not saving anything.

  

  Business Response

  Date: 11/25/2024

  At Billshark, we strive to provide a transparent and effective service to help our clients save money, and we sincerely apologize for any confusion or inconvenience experienced in this situation. To clarify, our services are initiated exclusively by clients, either through our partner platforms or directly with us. In this particular case, the customer enrolled via ***********, granting permission for us to negotiate savings on their behalf.

  During signup, customers provide credit card information and acknowledge our terms and conditions, which clearly outline our pricing model. Our fee is prominently disclosed twice within the app and on our website. Additionally, examples of what the fee would look like based on different savings amounts are provided for clarity, ensuring customers fully understand our compensation structure before proceeding. We charge 40% of total savings achieved, capped at two years, and our pricing model has not changed since this customer enrolled. This customer successfully benefitted from our services twiceon June 28, 2021, and again on March 24, 2023. Each time, we negotiated savings designed to reduce their expenses over the applicable contract periods.

  Our terms and conditions also state that if a customer moves or cancels service before fully receiving the negotiated savings, they are eligible for a prorated refund. However, we require the customer to contact our **************** team to process this adjustment. Unfortunately, we did not receive any communication from this customer regarding such circumstances.

  Due to the outstanding balance, the account has since been transferred to a collections agency. To resolve this matter and remove any related credit reporting, the customer will need to settle the remaining balance.
  

  We are committed to addressing any concerns and are available to assist the customer in resolving this matter. Should the customer wish to reach out, we are happy to review the details and provide additional support.

• Initial Complaint

  Date:09/18/2024

  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.

  I received a notice of a sizeable withdrawal from Billshark on my bank account I called to find out why they informed me they negotiated a reduced fee on my sirusx account . I did request this nor do I need assistance in reducing my services . I disputed the charge with my bank which in turn shut my account down reaping havoc on all my accounts that are on auto pay worth it to avoid fees I did not approve. Since that time I have received multiple calls from stating I need to pay a balance for a service I did not authorize or request . The only thing they keep telling me is I opened their email which means I authorized their service .

  

  Business Response

  Date: 09/19/2024

  At Billshark, we understand that misunderstandings can occur, and we apologize for any inconvenience this may have caused. To clarify, our services are initiated solely by clients through our partner platforms or directly. In this case, the customer signed up via ************

  
  During signup, customers provide credit card information and acknowledge our terms and conditions, which clearly outline our pricing model. We are transparent about our fee, which is 40% of total savings achieved, capped at two years. This fee is clearly disclosed within the app, along with an example provided for clarity, ensuring customers understand our compensation structure before proceeding.

  
  We keep customers informed through multiple notifications via email, text, and phone call. Our records show that these notifications were opened multiple times.

  
  Our customer service team has made every effort to address concerns and ensure clarity on our service initiation process and terms.  While we regret any inconvenience this may have caused, the customer did, in fact, authorize the service, and we have followed all standard procedures.
  

  
  The customers account has since been transferred to a collections company due to the outstanding balance. To resolve this matter and remove any related credit reporting, the customer will need to settle the remaining balance.
  
  

  We value our customers and strive to provide transparent and effective services.

  
  Thank you for allowing us to clarify the circumstances surrounding this account.

• Initial Complaint

  Date:08/08/2024

  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.

  Date of transaction: 3/28/2024 I received a text from Billshark asking if I would like them to negotiate my *** Cable bill. I have attached the conversation.When the agent asked for security question answers, I became wary and told him I would handle it myself. He did not follow my request and continued to cancel a service.This company says it will "negotiate" a better price for you, but canceling a service is NOT negotiation. They then charge a percentage of that "savings."My primary complaint is that I asked the agent to NOT proceed with the transaction and he continued. He then referred me to customer service when I was upset about his actions.The customer service representative then told me that an agent couldn't stop once he started a negotiation. I clearly told him before "negotiating" that I did not want the service.They then offered me a small discount on this service.

  

  Business Response

  Date: 08/12/2024

  Our goal at Billshark is to deliver the greatest possible savings to our clients while maintaining their lowest available rate plan with their providers.

  During the negotiation between our Shark and ***, the client was in direct communication with their assigned Shark via text, at which point, the client specifically requested for the Shark to remove their TV service. Once that was completed, the client requested that we stop the negotiation process, which we did. As a result, the client was only charged for the TV services part of the process in which they had initially consented to. Because we hadnt started negotiating we only processed what the client specifically requested and were unable to complete the entire process, which is why the only savings reflected is the requested removal of the TV services.

  The day after receiving the invoice for services provided, the client contacted our customer service department. We reviewed the account and after review, we responded with a loyalty discount offer. Unfortunately, our attempts to resolve this matter have gone unanswered. We would love the opportunity to resolve this with the client because we value their business. Our goal was to rebuild trust and collaborate on a mutually beneficial solution, demonstrating our commitment to customer satisfaction and loyalty. 

  At the client's request, we have opted them out of all future negotiation services for their account(s). Going forward, we will not initiate any new negotiations on their behalf unless they explicitly opt-in or submit a new request for our services. This ensures that we respect their preferences and only provide services when desired.
  

  We're passionate about building lasting partnerships with our clients, and we achieve this by prioritizing open, honest communication, ensuring their voices are heard and their expectations are exceeded.
  

  
  

• Initial Complaint

  Date:07/20/2024

  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.

  I signed up for bill shark a couple years ago to save money on my spectrum bill. It seemed like a good deal at the time, especially since even though they're taking a chunk of the savings, I'm doing minimal work to make it happen. Well turns out bill shark will auto netogiates your contract after 2 years based on their "discretion". Their terms and conditions are predatory at best, borderline criminal. I can't recall what the terms and conditions were at the time but I sure as **** wouldn't concede discretionary authority to negotiate and bill me without consent/automatically. *****. The new terms and conditions has things such as it's your responsibility to keep contact info up to date and once they negotiate, you are required to pay or they send to collections. So in plain terms, they send notifications to my email address that doesn't even exist anymore, then without any communication from me, decided to proceed on a new contract negotiation on my behalf with spectrum and subsequently sent me a bill for $192 which my cc auto declined (because no duh sus af) and are threatening to ruin my credit score if I don't pay it. Courts have ruled that terms such as these don't hold much weight but bill shark is clearly preying on those who either don't know, don't care, or don't want to spend the time or money fighting them in court over a few hundred dollars. Ideally I would like this charge reversed, their negotiations reversed, and to stop negotiating on my behalf. I can't log in. I can't recover my password. Literally the equivalent of an internet loan shark.

  

  Business Response

  Date: 07/23/2024

  Good afternoon~

  Billshark strives to give our clients the most savings and keep them in the lowest rate plan with their providers. 
  

  
  Our customer support team was able to discuss with the client and go over the process they agreed to during the initial sign up with Billshark, we disclose that we monitor all our clients accounts and when the savings we initially achieved are about to expire we will reach out via text & email letting them know that we will attempt to extend the savings.  We utilize the email and phone number on file.  By unsubscribing or blocking either of these forms of communication, doesnt opt them out of our services.  If we do not hear back from the client stating they are opting out and no longer require our services, we proceed and complete the negotiation.  Once the negotiation is completed, the savings achieved cant be reversed.  

  
  We offer easy access to our Customer Success Team.  We can be reached via our Website and through our toll free number, ************, and/or email, *******************************.  This is openly advertised through a ****** search.   Our Customer Success hours of operation are Monday - Friday, 8am - 4pm, EST.  We do see that this client tried to call on Saturday, 7/20/2024, but no message left. This sole attempt was done outside of our Customer Success hours of operation.   No previous attempts to us were made from this client.   We most certainly would have come to an arrangement with this client.

  
  We advised the client that we work with PayPal to provide our customers with the option of flexible payment options.  This allows for the amount owed to be spread out over multiple payments to help ease the burden of a single payment, if needed.  We confirmed that no credit threats have been issued to this customer. Our sole correspondence has been the initial invoice, which was sent on 7/15/2024 and we are currently awaiting payment. No additional actions or credit-related threats have been taken.  We advised him that the initial payment attempt was on 7/20/2024 and that another attempt would be made again on 7/27/204.  

  
  After speaking with the client he understood everything that he signed up for and was satisfied with the conversation.  We have updated the clients email address across all our systems, so he  can now access the account and he agreed to pay the full amount owed.  Per their request, we have opted them out of any future negotiations. We will not automatically negotiate on this customer's account(s), unless they submit a new request. 

  
  We appreciate the opportunity to work closely with our clients and are committed to maintaining open communication to ensure continued satisfaction.
  

  
  

• Initial Complaint

  Date:07/16/2024

  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.

  Ive been using BILLSHARK for a while now and was initially enjoying their services. I remember when I first signed up, they took a percentage of the first few savings on my Xfinity bill which I was totally fine with since it was monthly. I dont know if terms of service changed or what, but I just recently received an email saying a $360 service fee was charged to my credit card. Heres my problem: the entire reason Im using BILLSHARK is because I cant afford to pay my bills. I dont care if Im saving a few hundred dollar over 24 months. I simply cannot afford to hand over $360 at the drop of a hat. I called several times and tried to cancel my service and was told it wasnt possible. **************** was nice and patient but at the end of the day I feel strongly as though I was taken advantage of. And after reading many complaints here I see Im not alone and this is a huge issue for many customers. ****** learned but I really wish they were more transparent and this didnt continue to happen to people. I would never ever use BILLSHARK in the future and will certainly be spreading the word. If it seems to good to be true- it is!!!!

  

  Business Response

  Date: 07/19/2024

  Good morning,
  

  We value our clients' concerns deeply and strive to address them promptly. 
  

  Our pricing is calculated at 40% of the total savings achieved, with a maximum cap of 2 years, and this policy has remained consistent without any changes. This is a one-time fee for the savings achieved on this customers account. 
  

  In the past, when this customer used our services, we were able to obtain a one-time credit on their account, resulting in a lower fee. However, this time, we secured a significantly larger and longer-term savings for them, spanning 24 months, which resulted in the larger invoice. 
  

  The invoicing process isn't something the customer is unfamiliar with.  We work with PayPal to provide our customers with the option of flexible payment options.  This allows for the amount owed to be spread out over multiple payments to help ease the burden of a single payment.  
  

  We value our customers and their loyalty, and with that we offered this customer a 20% refund, in which they agreed to and accepted.  Per their request, we have also opted them out of any future negotiations. We will not automatically negotiate on this customer's account(s), unless they submit a new request. 
  

  We appreciate the opportunity to work closely with our clients and are committed to maintaining open communication to ensure continued satisfaction. 
  

  
  

  Customer Answer

  Date: 07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I was fine with the resolution I just wanted this to be known and documented with the other instances on BBB so customers in the future might avoid receiving this fee. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/02/2024

  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.

  My name is ******************************* I need the past due bill to be waived to y'all for $0.00 I didn't sign with no service with y'all my information was hacked stolen and used without my permission the email is *********************** they are using etc.

  

  Business Response

  Date: 07/03/2024

  Ensuring the security of our clients' accounts and information is of utmost importance to us, and we have duly noted the concerns.
  
  Our records indicate that an account was opened with us in 2023, during which time several bills were processed and negotiated through our services under the name and email provided until May 2024. During this period, several attempts to contact were made via email and telephone to discuss account details, there was even an ongoing text thread with "*******", discussing pertinent account details.
  
  With all that being said we would like to offer a gesture of goodwill, all invoices associated with the account have been voided.

• Initial Complaint

  Date:06/21/2024

  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.

  Date of the transaction: 03/08/2024 Requested payment amount:6.00 **** the business committed to provide you:Lowering my ******** bill **** the nature of the dispute is:They were denied access to my ******** account when calling ******** customer service. ******** contacted me shortly after informing me that an unauthorized attempt to access my account was made. ****************** attempted to "cancel services", namely my mobile hotspot, as a means for lowering my bill. Then they requested a refund from ******** somehow after being denied access to my account. I refused to allow entry based on the approach used to "save me money". It was an attempt to harm the customer more than help. Now, I receive frequent emails demanding payment of 6.00 with threats of "third party collections" if I refuse to pay. I denied access to my ******** account, no services should have been rendered to me as the customer. In their threatening emails, they conveniently have a link that isn't a link to "unsubscribe" from their emails. It isn't a link at all. Just words underlined. I can't find any information on their website to facilitate the removal of their emails. Whether or not the business has tried to resolve the problem:I have attempted to contact support in the past with the same explanation I gave here. They refuse to take accountability for accessing a restricted access account. Invoice *****************

  

  Business Response

  Date: 06/24/2024

  Thank you for bringing your concerns to our attention. We regret any frustration or inconvenience you experienced. Our goal is to secure the best savings for our customers, sometimes using negotiation tactics such as suggesting service cancellations to providers. This helps identify unnecessary features and ensure you are only paying for what you use.
  
  
  In your case, we secured a one-time credit of $15 from ********* producing an invoice in the amount of $6 without making any changes to your account. We apologize for any alarm caused by the access attempt reported by ********* our intention was solely to negotiate on your behalf. Additionally, we are addressing the issue with our email unsubscribe link to prevent future frustration.
  
  
  As a gesture of goodwill, we will void the invoice in question, so you are no longer responsible for the $6 payment. If you have further questions or concerns, please contact our support team directly. Thank you for your understanding and patience.

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  Please correct the unsubscribe link in your emails if you would. 

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************