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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 99 total complaints in the last 3 years.
  • 21 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:04/02/2024

    Type:Sales and Advertising 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 has no way to end their subscription their support website and the employees helping me to cancel my subscription couldn't get it done, both the employees and the support website says you can cancel the subscription under "account"-"manage subscription"- "cancel subscription" but there is no "cancel subscription option" under "account"-"manage subscription"

    Customer Answer

    Date: 04/02/2024

    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:03/25/2024

    Type:Sales and Advertising 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 am filing a complaint about a chat session I had with employee ************* I called about a technical issue with your app and they kept just spamming me with auto response messages. When I asked them to stop they proceeded to continue spamming me just to annoy **** do not need a phone call regarding this issue. This is only an employee complaint regarding your live chat support agents.

    Business Response

    Date: 04/05/2024

    Dear BBB Team,

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

    Max Customer Support reached out on April 5, 2024, and provided additional information via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/26/2024

    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.
    Since i joined MAX in Sept 2023, for $9.99 a month, half the time i am watching anything on it, its blurry. On 2/21/24- i started really getting sick of it and tried to see if anything i can do will fix it. So i started my research. I re started my WIFI, updated everything i possibly could, tried using my moms WIFI network from next door, uninstalled and re installed everything, un plugged and plugged everything, cleared cache, called my WIFI provider, looked online for tips. Nothing is working- seriously HALF of EVERYTHING i watch on HBO MAX, is blurry at random times, on ALL the TV's in the house. Seems a lot of people around the country have the same issue. I asked for HALF a refund from the customer service team, since it is only fair. They denied me. I am requesting $25 credit to my account or a check. Also, whats to make sure this does not keep happening? Thank you- *******

    Business Response

    Date: 03/08/2024

    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 has reached out to the customer on 3/8/24, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 03/09/2024

    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:

    No matter how many troubleshooting tips they give me, none work- seems like i am not the only one having BLURRY programing. None of my other streaming services are BLURRY. I'm requesting a refund for $25, since i am only able to see clearly half the time. $25 is half the money i have spent so far with HBO MAX. -MW 



     

    Business Response

    Date: 03/19/2024

    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 *** ************* again on March 10 2024, and provided additional information. We look forward to being able to assist upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support team

  • Initial Complaint

    Date:02/13/2024

    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.
    Twice after navigating a refund for an HBO Max subscription I'd paid for previously and was auto-billed a few days prior, I was suspiciously cut-off from customer service. I've just found that Warner-related products typically try to make the cancellation + refund process as painful as possible, and I'm not a huge fan of working with them.

    Business Response

    Date: 02/21/2024

    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 2/21/2024, and provided an additional update via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/12/2024

    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.
    Subscribed to one year, half off; no notification after one year. Cancelled on 2/10/24; stuck in contract until 1/29/25. How is this legal. I'll pay until 3/31/24.

    Business Response

    Date: 02/13/2024

    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 2/13/2024, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/07/2024

    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 canceled my HBO Max subscription on January 26, ****. I received a new charge on February 3, ****, so I contacted support to investigate.Upon further investigation, while I canceled my account under the email address **************************** we learned that I was getting charged under another email address: ************************** This email address is off by one letter.The account under *********************** is connected to an **** account that is separate from my own with different users under the profile, none of whom I recognize or personally know. I was told to contact **** to resolve the issue. I need to escalate this further because I do not have access to this stranger's **** account information. My personal **** is not connected to HBO Max. If I had received any emails about this secondary account, I would have canceled it a long time ago, but this second account is not under my email, name, or **** account. I need these charges to stop ASAP as it has been going on for too long.I believe my information was accidentally connected to the wrong account, so I have been double charged for the past two years. (statement attached - there are two charges from HBO Max every month). I have not received sufficient help in closing the account. I need further action and a resolution. Over the past two years, I have paid an additional $401.74 due to second charges NOT associated with my account.Please advise.

    Business Response

    Date: 02/12/2024

    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 February 10, ****, and provided a resolution via email.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 02/15/2024

    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:01/25/2024

    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.
    HBO has fraudulently billed me for their max service for the last 13 months. Subscription was canceled 11/12/22 as per the email. Their customer care department acknowledges the account was canceled but states they have a no refund policy. Offered me 3 months refund, but that is unacceptable considering how much money has been billed.

    Business Response

    Date: 01/31/2024

    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 Jan 31, ****, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:01/17/2024

    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 could not sign into HBO max from abroad to cancel my subscription. After emailing support they did not cancel my subscription, instead telling me how to solve sign-in issues. I emailed them again saying I wanted to cancel. They said they didn't want me to cancel, but gave me a link to manage my account that did not work. Sign in still does not work overseas, their link doesn't work, and they seem to refuse to cancel my service despite asking for this in 3 different emails. As long as this continues I will still be charged for my subscription.

    Business Response

    Date: 01/23/2024

    Dear BBB Team,

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

    Max Customer Support reached out to **************** on January 20, **** and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team


  • Initial Complaint

    Date:01/04/2024

    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.
    I am writing this as my wife and I have been battling with HBO Max for multiple charges made on our bank account. We had a plan with ******* (Xfinity) that we received HBO Max free in our subscription back in 2019, which the plan stopped in January of 2022. Since June of 2021 we have been charged for HBO Max in the amounts of $16.08 for all of 2021 and all of 2022, then 2/6/2023 and 10/31/2023 as well. We then have 10 transaction charges for $17.15 from March-November of 2023. These charges were not authorized by myself nor my wife. We thought the older charges were linked to our Xfinity account so didnt think anything of the monthly charges. HBO Max was contacted multiple times over the past couple of weeks and baffled that they could not even find an account after multiple email addresses were given that my wife and I have ever used, and they still could not find an account. We provided the last 4 digits of the card being charged, some of the dates, the expiration date of the debit card, 5 email addresses and our zip code and nothing could be found. The customer service rep was baffled as he said their max support team being the highest security support couldnt find an account. I emailed a copy of the transactions on our bank account, providing no more info then originally given and they *************** an account. The email they provided is not mine, however is my first and last name. I spoke to a rep again today with HBO Max and she said they would refund up to 3 months. I started thinking and called back to advise I would like to please see about a full refund as money has been taken from our account without authorization, and they have clearly taken our money and were able to tell us the date and time the account was created and it was never watched or logged into under that email address again. They are now emailing today after the call stating will not refund any money as they have a no refund policy, but earlier today they were going to refund 3 months.

    Business Response

    Date: 01/15/2024

    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 January 15, ****, and provided a resolution via email.

     

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:12/26/2023

    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.
    We canceled our subscription over a year ago and still are being charged.

    Business Response

    Date: 01/05/2024

    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 has reached out to ****************** on 1/3/2024, and we look forward to assisting further upon receipt of additional information at this time.

     

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 01/28/2024

    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]

     

    They have ignored repeated follow *** via email and are not taking this issue seriously. Very dissapointed. Their resolution was to cancel my membership from this month forward even though they charged me already since this case has been opened and they have fraudulently been charging me for over a year

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/07/2024

    Dear BBB Team,

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

    Max Customer Support reached out to ****************** on 2/7/23, and provided an him with additional information as well as an accommodation. 

     

    Thank you,

    Max Customer Support team


HBO is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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