Complaints

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:10/26/2023

  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 tried signing up for MAX and the app wouldn't work. It didn't go by thru however they charge me $17 and would not refund me

  Business Response

  Date: 11/02/2023

  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 11/2/2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:10/02/2023

  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.

  I was charge for auto-renewing annual subscription of HBO Max ad-free plan was made on my credit card.I received no notification of the charge in advance and neither did I receive a receipt for the transaction. The only way I found it was when I was looking at the credit card charges.I brought the concern to a HBO representative over online chat on 9/30. The representative (incorrectly) stated that no refund can be provided because the payment was made over a month ago. In fact, the charge was made on 9/8.

  Customer Answer

  Date: 10/02/2023

  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:09/28/2023

  Type:Billing 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 signed up for HBO Max streaming when I was in ******. I am now back in ****** and cannot access my account *********************** is blocked in ******) so I can't even sign in to cancel my account or see how to contact them. I managed to find a phone number to call online but they told me that they only helped for American accounts and I would have to call a ******-specific phone number. I tried to call that number and it does not connect and says it no longer exists. I also tried using their "chat" function but they will not cancel my account. I have already been charged $15/month for each month since returning to ****** (four months ago) and will continue to be charged because they will not let me cancel my account without physically being in ******.

  Business Response

  Date: 10/03/2023

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with ***** ****** in an effort to support his/her recent BBB communication #********.
  
  HBO Max Customer Support reached out to ******. ***** on October 3, 2023, and provided a resolution via email.

   

  Thank you,

  HBO Max Support Team

• Initial Complaint

  Date:09/25/2023

  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 HBO last year. they enrolled me in an auto renew program which i did not even realize even though i was told i did accept and agree to the terms (seems shady)so once the year past they automatically renewed the service and charged my Amex $149 .I spoke to HBO and Amex and they are saying its non-refundable so no one can help me. This is very shady business and I would like my money back.

  Business Response

  Date: 09/27/2023

  Dear BBB Team,

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

  
  Max Customer Support reached out to ************** on 9/27/2023 and provided an update on his request and the next steps toward resolution via email.

  
  Thank you,
  Max Customer Support Team 

  Customer Answer

  Date: 09/29/2023

  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:

  MAX EMAILED ME TO TELL ME TO CALL AMEX AND I EMAILED THEM BACK THAT I SPOKE TO AMEX AND THEY SAID I HAVE TO PAY THE CHARGE BECASE MAX SAYS NON REFUNDABLE ,THE 149 IS STILL CHARGED ON MY CARD AND NOT REFUNDED 

   

   

   

   

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

  
  Sincerely,
  
  **********************
  
  
  
  
   
  

  Business Response

  Date: 10/31/2023

  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 10/30/2023, and provided a further update via email.
  
  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:09/15/2023

  Type:Billing 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 purchased 1 year of HBO MAX a little over a year ago at a discounted price. I canceled the day I signed up to make sure to only have 1 year. They charged me for another year at the full price of $150. I reached out and the said they don't have a refund policy and there is nothing they can do. I reached out to my credit card company as well but HBO replied saying the same thing, and the purchase was kept

  Business Response

  Date: 09/19/2023

  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 September 19, 2023, and provided recommended next steps via email.

   

  Thank you,

  Max Customer Support Team

  Customer Answer

  Date: 09/26/2023

  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 have reached out to my credit card company who told me that when HBO sent me an email, the case had been closed already. I did reach out again to confirm though that it is closed and for them to add notes that HBO will agree to settle the issue, and will not be able to fine a dispute with that charge again. So I informed HBO of this and am waiting for a reply and resolution
  

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 09/29/2023

  Hello 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 September 29, 2023, and provided next recommended steps towards a resolution.

   

  Thank you,

  Max Customer Support team

• Initial Complaint

  Date:09/12/2023

  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.

  My PayPal account charged $107.89 by HBO Max on 8/28/23. I contacted **************** through the Customer support email address. No response to date and I have sent another email. There was a confirmation the email was received. I know I don't have HMO Max, ** when I click on watching anything on HMO, It says it requires a subscription. Also, I was on vacation when this charge took place!!I want the charges reversed and an understanding how this occurred in the first place. I also incurred overdraft charges in the amount of $127. I want compensation for that as well. $234.89 total refund

  Business Response

  Date: 09/19/2023

  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 September 19, 2023, and provided a resolution via email.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:08/24/2023

  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.

  HBOMax is participating in a practice of charging people their annual lump sum fee without any warning or notice whatsoever. Customers have no way of knowing what the taxes, fees, costs, etc. are. The only way customers know the base amount for their plan is through their profile which also has a billing date on it. If a customer is signed up for a year long plan, they're held responsible for ensuring that a year later they have set some sort of reminder for themselves regarding the charge. Additionally, plans are advertised as $149.99 for the ad-free annual plan, however, the actual charge appearing on their bank statement will be $170.18. HBOMax has ZERO billing statements, notices, alerts, etc. forewarning the customer of this charge prior to it occurring and does not provide a breakdown of what the additional $20+ charge for taxes and fees is. This is a completely bad faith practice. When I contacted customer service the only thing they could do for me is send me an email confirming that I in fact was charged $170.18 (which I already knew based on my bank statement). The customer service representative could not provide me with anything else including a copy of an email that I was allegedly supposed to get prior to being charged. The only resolution (if you can even call it that) is the following response from the customer service representative: "I'll take it as a feedback and inform to our team, so that out customers have better experience using Max."

  Business Response

  Date: 09/01/2023

  Dear BBB Team,
  
  Please find below an update of our follow-up efforts with **********************, in an effort to support their recent BBB communication #********.
  
  Max Customer Support reached out to ************************ on 9/1/2023, and provided additional information via email.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 an e-mail this afternoon that stated my account information had been changed. We no longer have HBO Max and did not access the account. Please investigate this thoroughly.

  Business Response

  Date: 08/21/2023

  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 8/15/23, and we look forward to assisting further upon receipt of additional information at this time.

   

  Thank you,

  Max Customer Support Team

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 attempted to cancel my subscription on August 14th. The app buttons to select cancel subscription did not work. The service representative continued to ask me questions as nauseum and was clearly attempting to stop me from canceling my subscription. It is illegal to make it difficult to cancel and recurring subscription and I will report your company to regulatory authorities. Cancel my subscription immediately or face legal action.

  Business Response

  Date: 08/17/2023

  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 8/16/2023, and provided a resolution via email.

• Initial Complaint

  Date:08/14/2023

  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.

  HBO Max AKA Max was cancelled May 2023 in response to the end of a free trial. It was confirmed online. June - August 2023 My bank account was charged a total of $17.25 a month for a service we canceled and did not use. I am requesting a full refund for those 3 months charged.

  Business Response

  Date: 08/21/2023

  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 the customer on 8/14/23 and 8/18/23, and we look forward to assisting further upon receipt of additional information at this time.

   

  Thank you,

  Max Customer Support Team