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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 went to log into an HBO Max account that I've shared for years, and it asked me if I was interested in creating my own new account where I could transfer my watch history to the new account. Being able to transfer my watch history was huge (this meant it would transfer the shows I've watched before and/or are currently watched, saved shows, and more). So I selected the option to create my own account and paid $169.99 for a new account.When I logged into my account, NONE of my watch history transferred. I called HBO Max to help and they were not able to get my watch history transferred. I feel like I was completely mislead.

    Business Response

    Date: 07/28/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication #********

    HBO Max Customer Support reached out to *** ****** on 7/28/2025 via email and provided additional information.

    Thank you,

    HBO Max Customer Support Team

  • Initial Complaint

    Date:07/09/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    The date of the problem is 7/9/2025. As I've noted below, HBO Max provides a process to request that they delete any data they've collected about you--but in order to complete that process, you need to select your state from a pull-down menu. The menu lists only a handful of states, not including my own (********). Given no way to contact an actual human being at HBO Max, I'm without any way of alerting them to this problem--and asking them to resolve it. I'd be grateful if you could do that for me.

    Business Response

    Date: 07/17/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with **** ***** in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to **** ***** on 7/17/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:05/15/2025

    Type:Product Issues
    Status:
    Resolved
    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 called Max customer support to check out any promotions after my Black Friday deal expires. I still have one month left on this promotion. The agent neglected to tell me that if I sign up for any promotion, I lose whatever promotion I have left. Because I had no idea of that fact, I signed up for a 4 month promotion at $4.99. A few days later, I see that I was charged $4.99 for the month of May which is wrong because my Black Friday $2.99 promotion should have still been in effect. I contacted the customer support, only to be told that there was nothing they could do for me. After multiple phone calls, the most satisfaction they could give me is to give me a refund of $2.99 but they could not give me the month of $4.99 that I am entitled to **** via the promotion. I do not understand how the customer support person who did not tell me I would lose my promotion is not responsible for me signing up too soon, but I am at fault and therefore, I lose on month of the promotion. I want the month at $4.99 added back onto my subscription.

    Business Response

    Date: 05/23/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ********* in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ********* on 5/21/2025 via email and provided additional information.

    Thank you.

    Max Customer Support Team

    Customer Answer

    Date: 05/23/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/04/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    We had a ********* Subscription in 2024. During 2024 ********* was shutdown. I was charged for a years subscription. When ********* was shutdown everyones subscription was supposed to be transferred to Max. This ensured that Max didnt have to issue refunds.When I login to my Roku account, I can see that I am supposed to have a Max Subscription through September of this year. However, when I login to Max with my old Boomerang credentials, Max says I do not have an account. When I reach out to support, I keep getting the same response every time. I should have received an email last year about the transfer and my old credential should work. They dont though. Max should not be able to charge customers without ensuring the accounts transferred.

    Business Response

    Date: 05/12/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******** in an effort to support his recent BBB communication #********. 

    Max Customer Support reached out to *** ******** on 5/12/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:04/20/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 having a few issues with the MAX service and after numerous reaching out the customer care i was offered this two months free cause the original offer could not be extened again.

    Business Response

    Date: 04/29/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ******* in an effort to support this recent BBB communication #********.

    Max Customer Support reached out to Colbert on 4/23/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 05/02/2025

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/14/2025

    Type:Billing Issues
    Status:
    Answered
    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 a subscription service with Hbo Max subscription service. I pay a premium rate every month for a no advertising perk. Despite my premium price for this service the streaming service still has what they call promotional videos before everything played. These promotional videos are frankly just advertisement. And it outstanding they could charge a premium subscription for no ads and still have them before every video on the site

    Business Response

    Date: 04/16/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******** in an effort to support his recent BBB communication #********

    Max Customer Support reached out to *** ******* on 4/16/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:04/11/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Last year, I bought an annual subscription to MAX streaming platform that will expire on April 25, 2025. It included live sport streaming and until April 1, 2025, it worked well. However, on April 1, 2025, I could not get *** games - I was prompted to switch plans for extra charge. It seems that Max changed the contract when it was still paid for. I should receive the same service for the entire term of the contract.

    Business Response

    Date: 04/16/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication #********

    Max Customer Support reached out to *** ****** on 4/16/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 04/22/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     Complaint #********.

    Dear BBB,
    Thank you for helping me.
    ******* with Max Customer Support wrote For reference, in Section 3.5, we may amend the features and functionalities available as part of a specific subscription plan,and in Section 5.13, we may modify the benefits associated with any subscription plan.
    Whenever a customer buys a product/service, it is believed that both parties (customer and seller) commit themselves to the contract. However, Max states that they may change the terms of contract although the customer already spent his/her money and cannot do anything about it. It is very unethical (maybe even immoral) way of conducting business. Imagine, you bought a car for $30,000 and after a few months a dealer sends you a notice that you have to pay additional $5,000 or they remove AC from your car! It happened to me - I bought an annual subscription but after a few months Max sent me an email that I should pay more or Max will remove sport from the streaming service.
    Max should warn the future customers, in bold fonts, that the contracts mean nothing for Max can change the terms whenever Max desires.a

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***** ******




     

    Business Response

    Date: 05/08/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ****** on 5/8/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 05/21/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     This is what Max wrote to me: "We hope you understand that these modifications are within the rights described in our Terms of Use. For reference, in Section 3.5, we may amend the features and functionalities available as part of a specific subscription plan, and in Section 5.13, we may modify the benefits associated with any subscription plan."

    It does not matter that I paid a full year subscription - Max can change the terms whenever they want. Max should let the subscribers know that the terms of contract mean nothing because it is subject to changes that result in price increase or service cut back
     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***** ******




     

  • Initial Complaint

    Date:04/07/2025

    Type:Billing Issues
    Status:
    Answered
    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 did a free trial of Max through *********** Before the free trial ended, I cancelled *********** I attempted to Login to Max or ********** to cancel Max, but I could not do so. I did not use Max after I cancelled my ********** subscription. I also tried to cancel the Max subscription through ****** or ******, however no subscription was shown for Max. Max charged my ****** account $18.18 on 3-27-25, and somehow, it was done through ******. I was able to cancel the automatic subscription going forward but I have not been refunded the $18.18 I was charged, and I did not get any use out of Max for this amount.

    Business Response

    Date: 04/16/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ****** in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ***** on 4/16/2025 via email and provided additional information.

    Thank you, 

    Max Customer Support Team

  • Initial Complaint

    Date:04/07/2025

    Type:Product Issues
    Status:
    Resolved
    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 keep getting emails from **************************. I clicked unsubscribe but keep getting them. I want them to stop. I think ************************** is part of ******************.

    Business Response

    Date: 04/15/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ****** in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ***** on 4/15/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 04/16/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    On 4/15 I got an email from Max saying they look into my concern.  I haven't heard from them since.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ***** *****




     

    Business Response

    Date: 05/22/2025

    Dear BBB Team, 

    Please find below an update of our follow-up efforts with *** ****** in an effort to support his recent BBB communication #********

    Max Customer Support followed up with *** ***** on 5/20/2025 via email, and provided a resolution. 

    Thank you, 
    Max Customer Support Team 

    Customer Answer

    Date: 06/03/2025

    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 and the matter has been resolved.

    Sincerely,

    ***** *****



     

  • Initial Complaint

    Date:03/10/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    HBO/Max auto renewed a subscription in January 18, 2025. I canceled said subscription and contacted my credit card company to file a complaint. The credit card company has reversed the charges positively stating that I have an account with ********************** and valid subscription however that is not the case. No subscription is currently in place and I am being charged fraudulently for access To a streaming service that I do not have.

    Business Response

    Date: 03/20/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ***** in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ***** on 3/20/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

HBO is NOT a BBB Accredited Business.

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