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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 135 total complaints in the last 3 years.
  • 36 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/13/2025

    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.
    The tracking of episode watch progress has been completely broken for 3-4 weeks now on HBO Max. For example, if I finish watching any episode of any show on HBO Max and then return later, it will resume playback from several episodes behind where I stopped. It will also not track any partial progress of an episode, leaving me to manually seek through the episode to figure out where I had previously left ****** appears this is an issue with the streaming service backend. The problem occurs with 100% reproduction rate on iphone, ipad, roku and PC browser.Reproduction steps:1. Choose any series that contains multiple episodes. For example, the show ER.2. Watch any episode, either to completion or stopping partway through 3. Back out of the video player and exit the app.4. Re-open the app either immediately, or after some time, and observe that the Continue Watching section will display an incorrect episode at an incorrect timestamp.5. Open the full episode list and observe that there has been no progress tracked on the episode that was just watched This is the most basic of streaming features and in its current state HBO Max is bordering on unusable. I have cancelled my subscription because Im not going to pay for a nonfunctional service.Customer service has been unable and unwilling to try to resolve the issue. There is no way to open a support ticket with HBO Max via their website so I am out of options. I will gladly renew my subscription when it can be confirmed that this issue is resolved and the service is once again usable. Thank you.

    Business Response

    Date: 09/22/2025

    Dear BBB Team,

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

    HBO Max Customer Support reached out to *** *** on September 17, 2025, and provided an additional update via email.

    Thank you, 

    HBO Max Customer Support 

  • Initial Complaint

    Date:08/30/2025

    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.
    HBO Max offered 7days and when I confirmed the free trial instead of giving me a free trial, they charged ***** dollars. There was no free trial. I contacted HBO Max right away, but the agent told me that free trial appeared on ******* was an error. And I need to contact *******. I contacted ******* then they told me to contact *****. Now my request for refund is pending before *****. HBO MAX is conducting a very deceptive sales practice luring consumers for free trial.

    Business Response

    Date: 09/08/2025

    Dear BBB Team,


    Please find below an update of our follow-up efforts with ******, ****** in an effort to support their recent BBB communication #********.
    HBO Max Customer Support reached out to ******, ****** on 9/5/2025 and provided an update via email.


    Thank you,
    HBO Max Customer Support

    Customer Answer

    Date: 09/09/2025

    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:08/06/2025

    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.
    HBO MAX app does not work. Every few minutes it freezes, glitches, closes completely out, or goes mute. I have followed the troubleshooting options listed by the company and nothing works. None of my other apps ********* ****, ******) have a problem. I know its not my internet or tv because it does the same thing on my phone at another location. I have several shows that I would like to watch on HBO MAX but Im not able to because of the constant problems. I want a refund of all of my subscription charges and a resolution to the problems listed above. I made sure that the app is updated.

    Business Response

    Date: 08/14/2025

    Dear BBB Team,

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

    HBO Max Customer Support reached out to ******* ***** on 8/11/2025 and provided an update via email.

    Thank you.
    HBO Max Customer Support

  • Initial Complaint

    Date:08/02/2025

    Type:Product 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.
    Case number: ******** Date submitted: 8/27/2024 Subject: Transaction ID: ************************ The dates of the transactions: Aug 7, 2024 Payment amount and currency: $20.99 Reason for the refund request: - because it keeps acting up not working for me so I would like a refund

    Business Response

    Date: 08/14/2025

    Dear BBB Team,

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

    HBO Max Customer Support reached out to ***** **** on 8/14/2025 and provided an update via email.

     Thank you.

    HBO Max Customer Support 

  • Initial Complaint

    Date:07/20/2025

    Type:Customer Service 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 pay a monthly premium for hbomax and for weeks won't allow me to sign in

    Business Response

    Date: 07/29/2025

    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 7/29/2025 via email and provided additional information.

    Thank you,

    HBO Max Customer Support Team

  • 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,

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



     

HBO is NOT a BBB Accredited Business.

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