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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 33 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:01/06/2025

    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.
    HBOMax does not allow you to cancel a subscription. While a law has passed forcing companies to make unsubcribing easy, HBO still does not allow you to cancel easily or at all. The links to the subcription management page do not work, causing you to sit on a loading screen that doesnt go anywhere. In attempt to contact a real customer service representative, the the representitive leaves the chat before speaking to you or hang up the phone when requesting to cancel. I want to cancel my service. I do not want to pay for a service I no longer use. This is illegal.

    Business Response

    Date: 01/10/2025

    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 1/10/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:12/17/2024

    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.
    There are programs presented by Max which allow you to watch several episodes. To watch the season finale and subsequent seasons Max is asking for additional purchase money. I pay a monthly subscription and don't understand being asked for additional payment to watch finales. Seems like an extremely disingenuous and actually disgusting way of doing business. Consumers can watch the show but have to pay to see finales? Thumbs up business practices.Every message from Max ***************** is a nonsense response. For instance they ask how payment is made to Max so I provided a screenshot of the money coming out of my account via Amazon Prime. After they received that information they sent a reply that I buy Max through ****** and a canned streaming nonsense response.I am specifically asking why they ask for additional purchase to watch a shows final episode.

    Business Response

    Date: 12/30/2024

    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 12/30/24, and provided additional information via email.

    Thank you,
    Max Customer Support Team

  • Initial Complaint

    Date:09/04/2024

    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 pay for HBO through my cable provider - WOW!. When I follow all of the steps to login to the HBO Max. app on my tv, it always kicks me out, asking me to re-enter my credentials through my cable provider. Every time I do this it always kicks me out. I cannot login the the HBO Max App on my TV at all. All I want is a human being from HBO Max. to help me login to the app on my TV. I have gone to the website, tried calling on the phone, and none of the resources provided helps me. I just want to talk to a human being who can help me sign into the App that I am paying for.

    Business Response

    Date: 09/12/2024

    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 9/12/2024 via email and provided additional information to assist with his inquiry. 

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 09/17/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:08/16/2024

    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.
    Dear ***/*****,I am writing to file a formal complaint regarding what I believe to be a case of false advertising by the streaming service bundle HBO, ******* and Hulu (no ad) offered by HBO.The bundle was advertised at $29.99 per month with no ads, which seemed like a great deal. However, when I logged in to Hulu after purchasing the bundle, I was surprised to see that the cost would increased by an additional $17.99, bringing the total to $47.98 instead of the advertised $29.99. This price increase is not mentioned in the advertising materials and was only revealed after logging into Hulu, which I believe is deceptive and misleading.This discrepancy between the advertised price and the actual cost is concerning and feels like a bait-and-switch tactic. I believe that other consumers may also be affected by this misleading pricing, which could cause financial strain or frustration for those who were attracted by the initial offer.I respectfully request that the *** investigate this matter and take appropriate action to ensure that HBO, ******* and Hulu clearly and accurately disclose the true cost of their bundled services. Consumers deserve transparency and honesty, and I believe that this situation is in direct violation of those principles.Thank you for your time and attention to this matter. I look forward to your response and any updates regarding the investigation.Sincerely, *************************************

    Business Response

    Date: 08/26/2024

    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 8/26/2024 via email and provided additional information.

    Thank you,


    Max Customer Support Team

  • Initial Complaint

    Date:07/11/2024

    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 signed up during Cyber Monday for a special rate. My last two billing cycles I was charged $10.80 on May 25 and June 25. I wasnt notified of a price change in the promotional terms. Therefore, I would like to request a refund of both months because I believe this unfair billing practices.

    Business Response

    Date: 07/16/2024

    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 7/16/2024, and provided a resolution via email.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 07/17/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/29/2024

    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.
    For the last several weeks the ******* guide does NOT match the movies that hbo is showing on TV. My kids wanted to watch ***** and the Chipmunks and ***** when the guide showed that they were airing but they were NOT on. Complaints to hbo through their website and on social media have been IGNORED. It's not that hard to show the movies their own schedule says are supposed to be on. They need to fix this IMMEDIATELY and air the right movies at the right times.

    Business Response

    Date: 06/06/2024

    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 6/5/2024, and provided additional information via email.

    Thank you,


    Max Customer Support Team

  • Initial Complaint

    Date:05/20/2024

    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 signed up for and pay for HBO/MAX through Hulu. I have been paying through HULU for more than 2 years. It has recently come to my attention that even though I used THE SAME EMAIL ADDRESS AND PASSWORD as my Hulu account to login and watch Max, Ive been charged SEPARATELY for MAX for at least 3 years. I called Max today and was told that they dont see an account with said email address. I can prove that Max has been charging me through my iCloud account as I can show the monthly billing statements. Im already paying through Hulu, Max shouldnt be allowed to double dip and then claim theres no account there is.

    Business Response

    Date: 05/31/2024

    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 5/31/24 and provided additional information regarding her communication.

    Thank you,


    Max Customer Support Team

    Customer Answer

    Date: 06/03/2024

    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:

    No one from Max ever reached out to me. I have a voice mail box that has ZERO messages from ANYONE at Max. Ive attached a picture of my call log from 5/31, and if one of those numbers was MAX, a message was not left, therefore either the call didnt happen, or whoever called isnt professional enough to leave a message. At this point, ** contemplating contacting a lawyer for this matter as Im not the only customer that has had this problem, and no one at Max seems to actually want to resolve the issue.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 06/13/2024

    Dear BBB Team,

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

    Max Customer Support reached out to **************** via email initially on 5/31/24, and again via email on 6/13/24. Additional information was provided regarding her communication.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 07/12/2024

    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:

    I have yet to receive a response from Max ACCEPTING RESPONSIBILITY FOR THEIR ERROR AND MAKING AN EFFORT TO CORRECT IT. I have already contacted a lawyer as I have given MAX ample time to correct their error.

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:05/06/2024

    Type:Billing 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 had HBO Max on my **** account forever and all of a sudden today it stopped. Nothing changed I'm not sure what's going on can you please find out what's going on immediately and restore this.

    Business Response

    Date: 05/08/2024

    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 5/8/2024, and provided additional information regarding his inquiry.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 05/09/2024

    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]

     

    I still don't have my subscription I spoke with AT&T they said I do so there's obviously something wrong that hasn't been corrected.

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 05/27/2024

    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 5/27/24, and provided a resolution via email.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 05/30/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:04/19/2024

    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 have HBO Max and it frequently causes issues. Other streaming apps run on my internet without a problem. I have had to uninstall and re-download Max several times since I first became a member. I have also had to do multiple factory resets to my tv just because Max wasnt working correctly. I cant watch a show straight through without an issue.I wont be continuing my membership because of these disruptions.

    Business Response

    Date: 05/01/2024

    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 5/1/24, and we look forward to assisting further upon receipt of additional information at this time.

    Thank you,
    Max Customer Support Team

  • Initial Complaint

    Date:04/09/2024

    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 signed up for the "Max" streaming service over 3 years ago. I recently had to cancel due to financial hardship. So, on March 6th, I was able to afford to "re-activate" my subscription. Since my new phone is a ******* Brand, the account was being billed through *******. I received an email on 04/05, saying I needed to update the payment method since my bank account was compromised and they had the wrong card. On 04/08, I attempted several different ways to update with no success, so I just canceled the ******* Account. **********************/MAX informed me it would ***** hours for the cancellation to show in their system. I am going in the hospital on 04/09 and want the service active for my roommate while I am there and when I am recovering. I have spent 3 hours on the phone and online chats with both companies, that could have been spent working my remote job as a construction estimator for FNMA. I receive a modest salary, but the biggest part of my income is bonus based on the number of estimates I complete. I can do an estimate in ***** minutes tops. Each estimate pays $100 - so (being generous) I am out $300.

    Business Response

    Date: 04/19/2024

    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 April 19, 2024, and provided additional information via email.

    Thank you,


    Max Customer Support Team

    Customer Answer

    Date: 04/19/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

HBO is NOT a BBB Accredited Business.

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