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:01/18/2023

  Type:Customer Service 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 signed up for an HBO Max promotion that was $1.99 per month for 3 months. Hbo Max is saying that I had to use a particular payment method in order to get the promotion. **************** was quite confusing to talk too. They must have transferred me 15 times over the last few days.

  Business Response

  Date: 01/30/2023

  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 January 30, 2023 and provided a resolution via email.

   

  Thank you,

  HBO Max Customer Support

  
  

  Customer Answer

  Date: 02/02/2023

  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:01/05/2023

  Type:Service or Repair 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.

  On December 17, 2022 I noticed an unauthorized charge on my cc for $15.96 from HBOMax so I called them directly to address it & was told that there has been charges each month for $15.96 starting on 2/17/21. I informed them that I did not subscribe to any services & asked them to cancel any subscriptions & to send me a copy of any contracts or approvals with my signature for the services. I then informed them all charges were fraudulent & requested to dispute every transaction totaling 22 months totaling $351.12. I was told to submit request through email showing proof of all charges from my bank statement & to also contact my bank. So far I have received 3 months of credit for $47.88 & even though Ive submitted all info I have yet to receive anything showing proof that I requested or signed up for services. I have been emailing & calling HBO Max every ************* has been done. I would like a full refund of all fraudulent charges & also proof that any & all subscriptions cancelled. I did order the services & expect a full refund. There is no proof of contract or my signature even though every charge by them shows as signature based. The company robbed me blind for over a year, caused overdrafts because I have been suffering from Long COVID & was not aware that these charges were being deducted from my account. I sent in all the information they requested & still getting the run around.

  Business Response

  Date: 01/12/2023

  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 1/12/2021, and provided a resolution via email.

   

  Thank you,

  HBO Max Customer Support

  Customer Answer

  Date: 01/23/2023

  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:12/27/2022

  Type:Product 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 am filing a complaint with the better business bureau regarding HBO because for the months of April, May, June, July, August, September and October I was being double charged for my subscription to HBO Max. I have worked with ****** first to restore the 100 plus dollars that were double charged to me. ****** denied the refunds to me stating that it did not fall within their policy and that I needed to work with the provider HBO because ****** only was a platform to send the money to HBO. I have been working with HBO since November to try and get a refund of the money that is owed to me from being double charged and at this point HBO is not contacting me anymore. They are not updating me on what is going on with the refund. They are supposed to be working with ****** to figure out how to get my money back after being double charged. I have sent constant update emails to HBO requesting a status update on my case and they have provided me no information in return at this point. My support service number is ********.

  Business Response

  Date: 01/04/2023

  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 1/4/2023, and provided a resolution via email.
  
  
  Thank you,
  HBO Max Customer Support

  Customer Answer

  Date: 01/05/2023

  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:12/22/2022

  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.

  HBO maintains my personal information without my permission. I want to completely delete my account. This is different from canceling a subscription. I canceled my subscription almost a year ago in Feb. 22. However, HBO has retained my information and the account and still emails me regularly regarding promotions. At present, in order to completely cancel my account I must call or email and receive advanced support. HBO then creates a Help Desk Ticket. Just to delete my account. I have no control over deleting my account other than to go through this complicated system. A "delete request" must go through a specialized support team, and as one employee said must "go up the tiers here". HBO created a "case number" and a help desk ticket and I spent upwards of 20 minutes on the phone and have spoken to two different departments. There is no specific turnaround time, then the support team department has to delete it from the system. My zip code was needed. My case number with HBO was ********. HBO immediately addressed this problem with me but I wonder if it was due to the fact that I was typing this complaint and told them I was doing so. I am greatly concerned about this business practice. My desired resolution, beyond having my personal information deleted and no longer held by HBO, is wanting to flag this practice for you all in case it violates certain rights of the consumer. This is a super shady practice at best.

  Business Response

  Date: 12/23/2022

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

  
  - HBO Max Customer Support reached out to ************ on 12/22/2022, and provided a resolution via email.
  
  

  Thank you,

  HBO Max Customer Support

  Customer Answer

  Date: 12/27/2022

  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:

  Though HBO MAX has addressed the issue the underlying issue remains. 

  My complaint began because I realized I was still receiving promotional materials from a business I had ceased to do business with almost a year prior.  I NEVER subscribe to promotional materials and ALWAYS opt out of marketing communications and newsletters.  So the question finally dawned on me: "Why am I receiving these emails?".  I checked my bank account to see if I was accidentally still a paying customer, no.   So I open the email and go to the bottom to unsubscribe and then I realize I AM NOT GIVEN THE OPTION OF UNSUBSCRIBING.  I must LOG IN TO MY HBO ACCOUNT, an account I still hold unbeknownst to me, in order to no longer have HBO MAX send me marketing communications and newsletters.  THAT IS THE ORIGINS OF MY COMPLAINT and THAT is what I find so concerning.Then, I began the process of removing my ACCOUNT with HBO Max and realized they were going to make it as difficult as possible for me to do so, thus retaining as much of my information AND continuing to willfully send me unwanted promotional materials as long as possible. (this process is noted in my original complaint, a process that took entirely to long seeing as I have not been a paying customer and ended my business with them almost a year earlier.).
  

  HBO, in their response to me (quoted below my full reply), most certainly addressed this SINGLE complaint yet all this begs the question I would like to raise to the BBB, how many more FORMER customers are subjected to this but do not choose to engage with HBO (and the BBB) as I have?  Interestingly enough, in HBO's response, they cite a "legitimate business interest" in retaining my information, forcing me to log in to an account I no longer want OR thought I had to stop marketing emails.  It would seem, according to their response below, out of concern for customers double dipping for discounts and promotions, they state they are justified in this practice.  Though I am sure "legitimate business interest" is a broad standard, my question back is "well what does that have to do with me?".  I am sure it is a legitimate hurdle to HBO to figure out how to track previous customers to ensure customers do not double dip in discounts available to new customers, however I do not believe that interest warrants keeping my account, sending me materials that I cannot unsubscribe from other than by logging into an account I do not want or need simply to keep from hearing from a business I do not with to hear from.  The insult to this injury was the complicated process I had to engage in with HBO just to cancel my account.

  Again, though one singular issue (my complaint) was addressed, I am not satisfied as there is no resolution to the ongoing practice by HBO in this regard.  Compliance under the law and legitimate business interests may justify HBO retaining customer's data, but it does not warrant the conduct described above.  Again, this overreach is shady at best and illegal at worst.  I am not satisfied. 

  Respectfully,

  Concerned Citizen
  

   

  HBO's Response: "Your e-mail address will be unsubscribed from our mailing lists (including marketing communications and newsletters).
  We are taking steps to de-activate your HBO Max account with us.  As a result, if you wish to return to the HBO Max platform, you may be
  prompted to re-establish your account credentials. However, please note  that we will retain information where we need it to comply with our  obligations under law, for purposes of ensuring that you do not receive  further communications from us, and where we otherwise have a legitimate business interest in retaining the data. Please keep in mind that if  you previously subscribed to HBO Max, you are not eligible for offers and promotions that are only available to new customers."
   

   

   

   

   

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

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

• Initial Complaint

  Date:12/16/2022

  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.

  Ive been over charged for several months on my HBO Max account. I have been charged twice a month for the past 4 months on my account. When I requested a correction, I was advised that I would not receive all of my monies because a 90 day stipulation. This is ridiculous, I would like to have my money returned immediately.

  Business Response

  Date: 12/23/2022

  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 12/23/2022, and provided a resolution via email.
  
  
  Thank you,
  HBO Max Customer Support

• Initial Complaint

  Date:12/08/2022

  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.

  Unable to use service for paid subscription

  Business Response

  Date: 12/16/2022

  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 has continued to work with ****************** and reached out via email on 12/16/22 to assist with his request.

   

  Thank you,

  HBO Max Customer Support

  
  

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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.

  HBO failed to warn me about the increase of their price. It went from $7.49 to $14.99 with no warning. In fact I received an email on March 2 saying that the $7.99 price per month had been extended for another 12 months. I only noticed the $14.99 charges three billing cycles later. I am requesting a 50% refund for the last three billing charges, which is around $22.50. The agent who refused to pay close attention to the contents within my support ticket emails or help assist me in any way was ****** A.

  Business Response

  Date: 12/07/2022

  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 12/7/2022, and provided a resolution via email.

  
  Thank you,
  HBO Max Customer Support

  Customer Answer

  Date: 03/02/2023

  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:11/10/2022

  Type:Order 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 subscribed to a yearly subscription for HBO Max. I didn't realized it included commercials. I then subscribed to the yearly subscription without commercials. I was charged the full yearly price. I'd like to be refunded the $99.00 for the yearly subscription with commercials.

  Business Response

  Date: 11/10/2022

  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 11/10/2022, and provided a resolution via email pertaining to his request. Thank you.

   

  HBO Max Customer Support 

  Customer Answer

  Date: 11/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It looks like they're not the company to take up the dispute with. I will file a new claim with the correct company. 

   

  Best,
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/03/2022

  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 have been being billed for an HBO subscription for the last year and a half. I have reached out several times to cancel and am always forwarded to another rep before being ignored altogether. The account is locked and the password does not allow reset. I have reached out on this issue also without success.

  Business Response

  Date: 11/03/2022

  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 11/3/22, and provided a resolution via email.
  
  
  Thank you.

  Customer Answer

  Date: 11/04/2022

  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:10/25/2022

  Type:Service or Repair 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.

  Very sadly it seems that tech companies like HBO are making assumptions about everyday people and perhaps especially seniors who may not be as adept with newer technology as younger folks. More and more it seems there are assumptions made that we all have so-called smart phones and that we understand the aspects of so-called "apps" in order to avail ourselves of services. In particular as a *************** customer with a service package that includes HBO and is supposed to include HBOMAX, I now find I can no longer access HBOMAX services with my ********** control. Now I'm supposed to ?invoke an "app" to view HBOMAX programming although my television tells me I have free access for a program through HBOMAX??? While I do acknowledge that millions of people have benefited from technological advances, and I spent 30 years working with *** mainframe technology, I do not understand the frequent assumption that we ALL have smart phones, sometimes called androids and that we ALL understand so-called "APPS" and associated terminology and processes. These assumptions are very hurtful to many seniors who are unable to navigate through the new processes and who previously did not have to do that.

  Business Response

  Date: 11/02/2022

  HBO Max Customer Support had reached out to the customer on 11/2/22 and we look forward assisting further upon receipt of additional information at this time.

  Customer Answer

  Date: 11/04/2022

  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,
  
  *****************************