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:01/25/2023

  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 paid a yearly subscription on October 16, 2021. During that time, DAZN continued to charge me monthly fees till January 14, 2023. On January 18, 2023, DAZN refunded me $23 and 4 times $28,73. I cancelled my yearly subscription after the year. So, now, I'm claiming $258,73 for all the months they charged me while I was under the yearly subscription and the month they charged me after I canceled my yearly subscription. I never subscribed to anything after the end of my yearly subscription. Dazn told me by email that the have refunded the maximum charges possible, which were the last 4 months. What they charged me :16-Oct-21$172.46 - yearly subscription 14-Nov-21$23 14-Dec-21$23 14-Jan-22$23 14-Feb-22$23 14-Mar-22$23 14-Apr-22$23 14-May-22$23 14-Jun-22$23 14-Jul-22 $23 14-Aug-22$23 14-Sep-22$23 14-Oct-22$28.73 14-Nov-22$28.73 14-Dec-22$28.73 14-Jan-23$28.73 18-Jan-23-28.73 - refund 18-Jan-23-28.73 - refund 18-Jan-23-28.73 - refund 18-Jan-23-23 Total claim = $258.73

  Business Response

  Date: 02/24/2023

  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.
  
  Please be advised that at this time we are unable to locate any (active or closed) **** account using the name (*****************************) and email address (*********************)provided, that was billed for an annual subscription. The only subscription that we are able to locate is the monthly subscription in which the refunds were processed on. Please understand that we do want to partner with ****************** to get this matter resolved for him. In order to do so, we will require the following information: 1.) Email Address associated with the **** account in question. 2.) First 6 digits and the last 4 digits of the payment method that is being charged. Please advised ****************** that we do not require the full card number. Also, please advise ****************** that although he does not have a log in for the **** platform he still has access to our customer service department via chat or email. I have provided the link to be able to do so: *****************
  
  Once the above information has been provided, then we can provide that information to our payment operation department to trace the payments and resolve the issue. ****************** is more than welcome to contact our customer service department to assist with this process using the above link provided.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.
  
  We appreciate you and ****************** in allowing us to rectify this matter.
  
  Thank you,
  
  *******************************
  **** **************** **********

• Initial Complaint

  Date:01/24/2023

  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.

  For the last few years, DAZN offered specific coverage for a sport I watch. My billing cycle starts on the 4th and usually, DAZN would offer a tournament in January so I didn't cancel. However, it wasn't showing up in the schedule, so I reached out to support on the 12th and they told that they didn't offer this specific tournament, but would have 8 for the rest of the year, one of which would be at the beginning of February. On January 23, I then checked the schedule and it wasn't there, so I reached out a second time and they told me that they don't even offer the sport anymore. I understand the terms of service reserves the right to change broadcasting schedules without notice, but surely this is different as I was told 11 days prior DAZN would be offering something that apparently you won't. In addition, having to give 30 days notice to cancel means I will be paying for about 48 days of content that I won't be watching/you will not be offering. I should have been given accurate information on January 12 when I talked to an agent, which could have prevented more days of paying for something you don't offer.

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business Response

  Date: 02/24/2023

  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 are saddened to hear that ************ is not currently pleased with the removal of a certain tournament that he has become accustomed to streaming on the **** platform and although we aim to provide the very best customer experience possible, there are times when content is removed from our platform without customers prior notice. This potential change of content was outlined to the customer at the time of activation of the customers account within our Terms and Condition,please see below for reference:
  
  7.Using the **** Service
  7.5 We retain the right to remove, or alter, any Content made available through **** Services at any time, without providing notice to you.
  
  Please inform ************ that he is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************ on our behalf.
  
  We appreciate you and ************ in allowing us to rectify this matter.
  
  Thank you,
  

  *******************************
  **** **************** Manager-NA

  Customer Answer

  Date: 02/27/2023

  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:01/17/2023

  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 have been a DAZN customer for the past 3 years. I purchase the subscription for my father who lives in ***** so that he can watch his soccer games. He's been able to do that without any issues. Each year, before my auto-renewal, I reach out to DAZN customer support to make sure he will be able to still access that with an account I purchase from the *** and they've always confirmed that that was going to be the case. I did the same thing this year (even after they raised the subscription from $99.99 to $150). Last week, all of a sudden, my dad was no longer able to access content on his account. After reaching out to their customer support, they told me that it was because he was using a US account (after they told me that it was okay for us to do). On top of that, they are refusing to refund my money and to let me speak to a supervisor. They didn't even offer a partial refund. I have never used the subscription in the US, I only buy it for my dad and my dad. But he's no longer able to use it, so I feel like I've been scammed out of $150.

  Business Response

  Date: 01/20/2023

  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 a partial refund has been processed on behalf of ******************. The total amount of the refund is $1***** (9 months x *****). Our normal processing turnaround time for refunds is 3 to 5 business days and therefore ****************** should receive those funds within that timeframe. Should there be any issues and ****************** does not receive the funds within the specified timeframe, please inform ****************** that he is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.
  
  We appreciate you and ****************** in allowing us to rectify this matter.
  
  Thank you,
  
  *******************************
  DAZN **************** Manager-NA

  Customer Answer

  Date: 01/24/2023

  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:01/17/2023

  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 subscribed to this streaming service to watch two football leagues in November 2020. The football leagues were Serie A and the Premier League. Without notice, the streaming service no longer provided Serie A, however I continued my annual subscription in 2021 because the Premier League was still provided.Without notice, the streaming service no longer provided the Premier League. My annual subscription automatically renewed in November 2022. By the time I realized neither Serie A and the Premier League were both not being provided (due to the suspension of leagues during the World Cup) I cancelled my subscription in January 2023.I expected a pro-rated refund for 10 months. However, I received notice that although the subscription would be cancelled, I would continue to receive the streaming service until November 2023.There is no content on the streaming service that I would watch, so I wanted to contact the streaming service for resolution. I cannot find any contact information to resolve the issue as a subscriber has no capability to contact any customer service representative.

  Business Response

  Date: 01/20/2023

  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 a full refund has been processed on behalf of ******************. The total amount of the refund is ****** CAD. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore ****************** should receive those funds within that timeframe. Should there be any issues and ****************** does not receive the funds within the specified timeframe, please inform ****************** that he is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.
  
  We appreciate you and ****************** in allowing us to rectify this matter.
  
  Thank you,
  
  *******************************
  DAZN **************** Manager-NA

  Customer Answer

  Date: 01/24/2023

  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.

  Should the resolution not be implemented as per the business response, I reserve the right to continue with my complaint.

  I thank the business and the BBB for their prompt responses and action.

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

  
  

• Initial Complaint

  Date:12/29/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 trying to cancel an account that my minor son set up with his credit card (his card is on my account). Their website has not been accessible and no phone number I have tried has worked. There has been a recurring monthly charge that I need to stop but am unable because there is not way to contact this company.

  Business Response

  Date: 12/30/2022

  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.
  
  Please be advised that at this time we are unable to locate an active **** account using the name (*******************************) and email address (********************)provided. Please understand that we do want to partner with ************************** to get this matter resolved for him. In order to do so, we will require the following information:

   

  1.) Email Address associated with the **** account in question.

  2.) First 6 digits and the last 4 digits of the payment method that is being charged. Please advised ************************** that we do not require the full card number.
  

  
  Once the above information has been provided, then we can provide that information to our payment operation department to trace the payments and resolve the issue.************************** is more than welcome to contact our customer service department to assist with this process.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************************** on our behalf.
  
  We appreciate you and ************************** in allowing us to rectify this matter.
  
  

  Thank you,
  
  *******************************
  **** **************** Manager-NA

  Customer Answer

  Date: 12/30/2022

  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:

   

  I appreciate the reply from the business and that they are ready to resolve my issue.  As I stated in my initial message, the account was set up by my minor son using his own email.  This is why there is no account with my name and email associated with it.  The email address used was ****************.  The credit card info is *************.  Please note that this card has been cancelled and the most recent charge was made with a new card with last 4 digits of 0126.  I have not yet received the new card therefore I cannot provide the first 6 numbers.

  With respect to the business' statement that "************************** is more than welcome to contact our customer service department to assist with this process."; the fact that I have not been able to get in touch with anyone at DAZN is the reason for my complaint.  Both their website and phone numbers have been unreachable (see attachment for website message).

   

  Again, I appreciate the business' reply and will consider the issue resolved once they confirm that my son's account has been closed.  Thank you.

   

   

   

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

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

• Initial Complaint

  Date:12/20/2022

  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.

  I received an unauthorized charged to my account, that I already canceled. Contacted DAZN and was told they have new policy where if you cancel they will charge set amount for remaining days of term.

  Business Response

  Date: 12/21/2022

  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 $9.67 that was accessed to her account on 19 December 2022 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 us 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 us 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 her behalf on 17 November 2022 and no further charges will be accessed to her 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 us to clarify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA 

• Initial Complaint

  Date:12/20/2022

  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.

  My payment failed so i went ahead and cancelled. days later they still charged me. and are denying me a refund. They refuse to give me a phone number to talk to someone to dispute my case. They took a payment AFTER i already cancelled.

  Business Response

  Date: 12/21/2022

  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 a full refund has been processed on behalf of ************************. The total amount of the refund is ****** CAD. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore ************************ should receive those funds within that timeframe. Should there be any issues and ************************ does not receive the funds within the specified timeframe, please inform ************************ that she is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************************ on our behalf.
  
  We appreciate you and ************************ in allowing us to rectify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA

  Customer Answer

  Date: 12/29/2022

  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:12/16/2022

  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.

  Paid for month of February and cancelled the same month. Should have been charged 1 month.Was charged an extra ****** leading up to November. I contacted the company and explained that I cancelled my subscription in November and just noticed that I was still being charged.I started another account not knowing I was being charged, and was being double billed and the service was so glitchy that I was not even able to watch more than twice. This is a sidenote but further highlights that their service is mediocre and has tons of errors.I contacted them back today - December 15 and they are not telling me they can only refund one month - although I asked for the unused months from February onward to November under the account ********************* and they said they would refund it according to the transcript. Now I'm being given the runaround after only being refunded for one month. Please see the transcript from their customer service attached.Thank you.

  Business Response

  Date: 12/16/2022

  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 associated with email address ******************* a full has been processed on half of *** ************* The total amount of the refund is ****** CAD and consist of all payments that were applied and processed after January of 2022. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore *** ************ should receive those funds within that timeframe. Should there be any issue and *** ************ does not receive the funds within the specified timeframe, please inform *** ************ that he is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to *** ************ on our behalf.
  
  We appreciate you and *** ************ in allowing us to rectify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA
  

  Customer Answer

  Date: 12/21/2022

  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:

  [Your Answer Here]

  Thanks for the offer however instead of processing a refund I was charged the amount mentioned for the refund. Yes, I was charged again instead of refunded.  I do appreciate the prompt response from the BBB service though.  I would like both amounts refunded at this point and a free subscription for a year. 

   Thank you!

   

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

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

  Business Response

  Date: 12/28/2022

  Dear ******************,
  
  Thank you for brining 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 received the rejection response from *** ************ stating that instead of receiving the refund as previously advised that he would, he was charged again for the refund. After reviewing our records associated with the email address of *******************,we do not indicate that any additional charges were applied to the payment method we have on file. Our records indicate 9 separate refunds being processed on the customers behalf (6 x *****) and (3 x *****) for a total refund of ******.  
  
  We have also reviewed two other accounts that were listed in the customers name (mind you with different email addresses) and we do not show any additional payments being applied to those accounts either. If *** ************ feels as though this is incorrect, he is more than welcome to contact our customer service department for further assistance. We will require the following information to further research the matter and find a resolution. Proof of the charge and the first 6 digits and the last 4 digits of the payment method that was charged (please advise *** ************ that we do not require the full card number). Once the requested information has been received then we can have our payment operations department research and track down the payment.
  
  Once again, thank you for bringing this matter back to our attention and we look forward to getting this matter resolve for *** *************  
  
  
  We appreciate you and *** ************ in allowing us to clarify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA

• Initial Complaint

  Date:10/24/2022

  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 registered for an online account with DAZN in March of 2021 to watch the *************** playoff basketball games. Once I had access to an account, I discovered that I actually could not watch the games I wanted. I filed a cancellation request online, per the directions on the app. I was charged again. I "chatted" through the app with a staff member who processed the cancellation request for me. In November 2021 the charges for the service resumed, without my consent. I did not notice the charges, admittedly I do not often look at my account statements. I noticed today that I had been being charged for the last 11 months so I again "chatted" with an agent who told me they could only refund me for 1 month, in spite of the fact that they were not authorized to begin charging me again in November. Besides this being bad business, this is also illegal.

  Business Response

  Date: 11/11/2022

  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 as of 11 November 2022 a refund in the amount of ****** will be issued on her behalf. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore *** ** ***** will receive those funds within that timeframe.If this is not the case, please inform *** ** ***** that she is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to *** ** ***** on our behalf.
  
  We appreciate you and *** ** ***** in allowing ** to rectify this matter.
  
  Thank you,
  *******************************
  DAZN **************** Manager-NA

• Initial Complaint

  Date:10/21/2022

  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 emailed the company letting them know i couldn't access the account back in 2020. They continued to bill me for 2 years, the last charge occurring Tuesday October 18, 2022. I was able to get in contact with them over the past month, they claimed they were going to refund 6 months and cancelled my service on Sunday Oct 16 2022, yet i was still charged the following Tuesday. They take several days to respond and are not willing to refund the entire amount charged with no services received.

  Business Response

  Date: 11/10/2022

  Dear *** ******************** 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 as of 7 October 2022 our records indicate that refunds for 7 months in the amount of ****** were issued on his behalf. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore as of the time of this correspondence ************** should have received his funds.  If this is not the case, please inform ************** that he is more than welcome to contact our customer service department for further assistance.
  
  Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************** on our behalf.
  
  We appreciate you and ************** in allowing us to rectify this matter.
  
  Thank you,
  *******************************
  **** **************** **********

  Customer Answer

  Date: 11/22/2022

  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:

  [Your Answer Here]

   

   They did not provide the complete refund for all services that were not received.  Dating back to October 2020.  They only refunded 7 of the outstanding 24 months.

   

   

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

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