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:05/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought the Tank and ****** fight on 04/22. The special was you can subscribe and by the fight for $60. I was charged $91, $101, and $55 all that same night and the fight would not play, giving me an error. I reached out to the company to get a refund that same night and no one was available via chat. I sent an email and got an auto reply that I would get a response within 72 hrs. On Wednesday after not hearing anything I sent another chat (the only way to get through) and the representative said to "kindly allow 72hrs for them to investigate". He would not give me an update on the refund or didn't get any information from me. Do not order a fight or get a subscription from this company, poor customer service and takes more money than what is first requested.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Transaction happened 04/22/23, it was a PPV boxing event. That u was charged for but never got to watch. I was charged $65.45(chase acct), ************ Card), $72(chase acct; declined by chase deemed fraudulent).I was charged those three different amounts, fight was advertised for $60 to existing members, but I was never able to watch the fight. Kept telling me to give it a moment. Then it kept telling me to restore event. I did then it would tell me your purchase was successful. Enjoy the the fight. But when I would press play on the fight it would ask me to restore event again, it did this all night until I stopped trying well into the main event.(I have a screen recording of this occurrence) Next day I reached out to DAZN, the only way possible was via online message and they would get back to me via email. I filled out a message. Got a reply saying they would reach out soon. Next day(Monday) tried them again during office hours. Got the same response but nothing else. 4 days later I finally disputed the charges through chase and apple, *** still not heard back from DAZN. I am asking this page for no settlement requested because my banks are disputing the charges and will let me know their decision, but I do want a refund. I know a couple of other people who were charged more than once and different amounts.

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 a boxing Pay Per View on 4/22/23 in the **** app on my Roku device. After completing my purchase, the **** app did not recognize that I had completed my purchase and did not allow me to view the *** that I had ordered. After waiting for some time and troubleshooting my device, I then purchased the *** in the **** app on my Android device instead. Again, the **** app on my Android device did not allow access to watch the *** after completing my purchase. I waited for approximately 30 minutes to see if I would eventually get access, but I was not able to view the *** on either my Roku device or my Android device. I ended up finding another method of watching the *** that did not use ****.After confirming that both attempted purchases were billed to my credit card, I filled out a request through **** asking for a refund of both of my purchases (enquiry ID: *********. It has now been 12 days, and I have received no response. No refunds have been issued.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a fight from DAZN, and the service was never provided. I purchased the fight twice, thinking that maybe there was something wrong with my card. I used a debit card and they charged my checking account $64.95 on 4/23. Then I tried my credit card and they charged $64.05. They never provided the service. I kept getting a message that the service was not available. I tried contacting them, but they only have an email address. They do not have a customer service phone number. I sent them several emails, but they do not respond and the fees have already been paid from my accounts.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dazn was providing access to a pay per view fight on april 22nd. As someone who already is subscribed to their streaming service I had a reduced price of $60. Myself, and I soon found out hundreds of others paid for this fight, and then were not given access to *******. I purchased it again thinking it may not have gone through, and was again shown the image saying I do not have access to this fight. I check my back account and see I was charged twice for this, and received nothing. One of these purchases was on ****** play, they promptly provided a refund when I brought up the situation with their support. The other being directly from Dazn's website On the other hand Dazn support has been a nightmare. I have gotten nothing but the run around, of them either not responding, making false promises, and not being able to get any information from a single representative from them. I have gone on may forums, reddit pages, and it seems a large majority of those looking to watch the fight that night were not given access nor refunds for their purchases. Dazn support has no phone number and forces the use of an online chat, however out of the seven times I attempted to speak to an agent I was able to get to one, only to have it disconnected within 5 minutes. Every other time I get a message saying no agent is avaiable and to submit a ticket in which they will reach out to me. Only once have they gotten back to me, and they said to speak to ****** as "I did not purchase it through them".

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 22nd I paid $26.17 for **** monthly subscription to be able to pay for a *** event that was $62.85 for a total of $89.02 on an Android device (and a few dollars more for taxes). Well the *** event I paid for wasn't able to play on the **** app, it just did not work. Then a few moments later tried with an Apple device (on the same **** account) to purchase the fight, another $62.85 was charged onto the Apple device. Again, the *** event wouldn't play on the **** app on the Apple device that was on the same **** account. It would only give an error message on both the Apple device and android device. Then tried to get a hold of customer care through their website to request a refund, but no representative was available so a case number was provided by the chat bot to my email address. The only email I got from them days later was about them acknowledging that there was an issue with customers experiencing issues streaming the *** event but nothing further after that. Not another email to follow that till this day of the time of this report. After this I tried getting a refund through Apple and ******* I was successful in getting a refund from Apple for the purchase made with the Apple device but not from ****** with the Android device. It wasn't until yesterday I tried again to use the chat bot through ****.com to get a hold of a customer representative which I was successful in doing. I chatted with "*****" and explained the entire situation to her to no avail. She explained there was nothing she could do for ****** not being able to provide a refund even though it was **** who's platform failed to provide a product I fully paid for. No other option or solution was given.... This just seems wrong how anyone can purchase a product from them but if that product isn't delivered to the customer then (****) is pretty much absolved from any responsibility and the customer is only left to the mercy of their device's OS customer support to make a decision on wether that service that wasn't provided should be refunded or not. I believe that burden should be on the actual company providing such service, in this case ****.

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a boxing fight 2 weeks ago. The ***** vs ****** fight on the Dazn app. I have prof I purchased it along with the subscription. Once I purchased it it would not play. We even tried reaching out to customer service and emailed them but we got nothing. It was a waste of my money and time. We spent an hour trying to figure out why the fight wasnt playing after we purchased it. I want my money back now.

• Initial Complaint

  Date:05/02/2023

  Type:Order 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.

  After cancellation of subscription, there was a $26.16 charge. They claim that this is part of their policy on cancellation. It seems they take the opportunity to charge one more time as a cancellation fee that they claim is part of a non negotiable policy. I'm sure this is not an isolated case.

  Business Response

  Date: 05/11/2023

  Dear **************,
  
  Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.
  
  We have conducted an investigation of ***************** complaint and after a full review of *** ******* account. Please be advised that it has been determined that the pro rata amount of $26.16 that was accessed to his account on 28 April 2023 was indeed correct. All ** DAZN customers were notified in October of 2022 that effective 11 November 2022 that our Terms and Conditions were being revised and states the following:
  
  6.Conclusion of the contract, Term, Renewal and Termination.
  
  6.2 If no minimum initial term (e.g., 12 months) is specified at the point of sign-up for your Paid Subscription, your Paid Subscription begins on the day of the conclusion of the contract and has an indefinite term but can be terminated at any time either by you or by ** with a notice period of thirty (30) days. If a minimum initial term (e.g. 12 months) is specified at the point of sign-up for your Paid Subscription, your subscription will initially be for such minimum term and will then continue to be automatically extended by the length of the minimum term (or, if different, on the basis (if any) as was expressly specified at the point of sign-up for your Paid Subscription), unless the subscription is validly terminated by you or by ** by providing a minimum of thirty (30) days notice, such termination to take effect at the end of the (as applicable) initial or current subscription period.  Our right to immediately suspend or terminate your access in accordance with other provisions in these Terms remains unaffected. For clarity, any Paid Subscription is conditional on any required payment due from time to time being authorised by your supported payment provider or, if applicable, your subscription code or promotional code being valid and is at all times subject to these Terms.
  
  
  6.4 If your Paid Subscription is not subject to a minimum term, then depending on the date you gave notice of termination in accordance with Section 6.2, your subscription may continue beyond the last Complete Billing Period, in which case we will charge to your chosen Payment Method (on your last billing date) a pro rata amount based on the number of days from the end of the last Complete Billing Period until date of termination. A Complete Billing Period is a period from the date on which you are billed for your Paid Subscription up to (but not including) the next date you are due to be billed for the same. By way of example for a user billed on a monthly basis, where the user is billed on 5 February, the Complete Billing Period is from 5 February to 4 March (both dates inclusive).
  
  Regarding *** ******* account, please be advised that the cancellation was processed successfully on his behalf on 27 April 2023 and no further charges will be accessed to his account.
  
  Please accept our sincerest apology for any confusion and or inconvenience this matter may have caused, and please pass along the same apologies to **************** on our behalf.
  
  We appreciate you and **************** in allowing ** to clarify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA 

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a monthly subscription with DAZN, never have a problem with them when it comes to them taking my payment. On March 22, 2023, I purchased the ****** boxing match for $60.00, and for the first time, I had an error saying that my payment bank debit card was declined. So, I added Apple pay another $60.00 to see if that was the issue and try again. The payment went through, but to my surprise, I couldnt watch the event. I kept getting an error Youre all set. Your purchase was successful enjoy the fight. I clicked OK, and it took me back to the purchase part. I did that for over 1 hr. and ended up not watching the event. I tried to see if someone was available to help me with this issue, but this website has NO ONE working, just the automatic chat icon. I have emailed my concerns twice, and all I get is a nonsense response that has nothing to do with my concerns. I got a refund from ApplePay, but not from my bank. I wanted to give DAZN an opportunity to issue a refund prior to making a dispute with my bank.This company should offer better customer service or at least provide ** as consumers with a decent response and a phone number where we can call and speak with someone.

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 bought the *******************/ ********************* fight on Apr 22nd. The app did not work and I was unable to watch on DAZN. I wound up paying $84 to get the fight on Showtime. I emailed them the next day and they said they were looking into the technological glitch and sounded like others had issues. They have been unresponsive since and I have not received my refund of $60 and the subscription on $20. Seems like they do this all the time.