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Business Profile

TV Program Distributors

DAZN Group Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in TV Program Distributors.

Complaints

Customer Complaints Summary

  • 367 total complaints in the last 3 years.
  • 95 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/24/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I 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:
    Unanswered
    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,

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




     

  • Initial Complaint

    Date:10/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ive paused my DAZN account since June 2022. Im still being charged the monthly subscription and last night I was charged $225 and I dont understand why!! This is ridiculous. Stay away from this company and their services.

    Business Response

    Date: 11/20/2022

    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 3
    November 2022 a refund in the amount of 225.99 was issued on his behalf. Our
    normal processing turnaround time for refunds is 3 to 5 business days and
    therefore *** ****** should have received those funds within that timeframe. 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,
    ******* ********
    DAZN Customer Service Manager-NA

  • Initial Complaint

    Date:10/11/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Restarted my monthly subscripton with DAZN **** Season started) on Sep 11th. I review my credit card transactions and notice that they overcharged me by 74$. I contact them on Sept 14th via there live chat option. Followed up on the 21st. DAZN only contacts me back on the 30th saying there was add on for PP event that was on the 17th. I never selected this add on. They never sent a confirmation email stating that this was selected or that I will be charged for it. They took 19 days to reply to my issue and another 9 days to reply to follow up. They fraudulently charged my credit card without my consent and tried to hide the transaction.

    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 his 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 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

  • Initial Complaint

    Date:09/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    DAZN charged me for a pay per view fight through their app and I was also charged for the fight through the Roku app which is how I watched the fight I payed through DAZN Roku and watched it directly after the payment on Roku was processed. They are saying that I need to get a refund from Roku which would be dishonest considering we used the service through Roku and not through DAZN app directly. They are charging customers twice for the same fight and telling them to get a refund from Roku.

    Customer Answer

    Date: 10/21/2022

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 11/18/2022

    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 *************************** and after a full review of ************** account, please be advised that as of 18 November 2022 a refund in the amount of $64.99 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 us to rectify this matter.

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

  • Initial Complaint

    Date:09/23/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased an PPV event through DAZN app and my streaming experience was unwatchable. The event was $84.99 everywhere. DAZN had it advertised at $64.99 if you purchased their monthly plan. I did and was charged $101. After not being able to connect to the stream, I ended up purchasing the event through my cable tv provider which worked. I am requesting DAZN refund my PPV and membership purchase. *** tried emailing several times and no response

    Customer Answer

    Date: 10/18/2022

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 11/20/2022

    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 20 November 2022 a refund in the amount of $92.63 will be issued on his 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 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: 11/21/2022

    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:09/20/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Account & Payments [ ****************************** ]Case Number: ******** On September 11, 2022, I purchased an annual subscription for $199/yr specifically because I wanted to watch *** Red Zone on weekends as part of my new commitment to a fantasy football league. I do not watch other sports offered on DAZN. One week later, on September 18th, I was logging into DAZN app on my second TV and when it loaded, there was a PPV event (***************************) that was on the front page. Above it was a banner that read "Purchased". I thought this must be a mistake, so I messaged the company immediately using the chat feature. I was told that I would be contacted within 5 business days. I looked at my purchase history, and the Canelo fight isn't on the list - it says instead that I paid for an annual subscription for $264.99 + tax. This amount isn't what I agreed to, and it's not advertised anywhere on their site. It looks to me as though they bundled the subscription and the fight together and charged as a single line item to my credit card. Billing got back to me today, and informed me that the Canelo fight was non-refundable or rather it didn't qualify for a refund. Despite the fact that I did not watch the fight, did not authorize the fight purchase, did not receive an email notification that a PPV charge of $65 had been processed on my account, and that I also lodged a complaint with their company BEFORE the first started, I am being told that there is nothing I can do. I expect to receive a refund on the fight which I did not authorize payment for, nor did I watch.

    Customer Answer

    Date: 10/15/2022

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 11/20/2022

    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 20 November 2022 a refund in the amount of ***** will be issued on his 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 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: 12/08/2022

    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:09/19/2022

    Type:Product Issues
    Status:
    Unanswered
    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 9/17/22 I paid for the *** vs. ******* 3 fight. I was unable to watch it due to several erroneous messages saying I was logged into other devises. In order to try and watch this fight I took the step to deregister all other devises except my phone. Still was unable to watch. I just want my money back.

    Customer Answer

    Date: 10/15/2022

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:09/07/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    In June 2022 my cellphone was stolen. The ***** agent that helped me replace my info realized I was being billed $20 for usage charges on a purchase. (see doc.1). In researching, this charge had begun in March of 2021. This 3rd party billing was unidentified by name, or I would have objected. In error I presumed that this was an another ***** surcharge. A ***** agent finally tracked it down to a Boku purchase. The following 39 attachments is the timeline of email correspondence between ****, **** and myself, in an attempt to resolve this billing error.On Feb. 8Th, 2021 I sent an email to **** that I had not activated the subscription. I thought in doing so that I had declined their service. Though I withdrew from applying for **** service before submitting it, **** must have still had access to my info & had passed it on to Boku for 3rd party billing.I have never used the **** services nor set up an account with a ******************** I was not asked for verification or authorization from ***** before they applied this 3rd party billing. However, they do not feel responsible for a refund.Im owed $320 by **** for fraudulent charges made without my consent. I request your assistance to resolve this claim.The attachments did not upload in chronological order.

  • Initial Complaint

    Date:08/30/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    **** Limited Phone/Cable ************** ******* $160.11 ***************************I did order this to watch *** Football thinking it had a 30 day money back.****************************************************************************************************Yes, **** has a Free Trial and, by signing up, you get the all content of the app that paying members do. **** will request your personal information, including credit card info. With **** free trial, you get to watch all the big sports events in HD on up to six different devices.**************************************************************************************************08/29/2022 I chatted with their customer service. They stated that their terms and agreement state:5. Termination by You 5.1 If you are on a recurring subscription to the **** Services, you may cancel this by logging in on the My Account page and clicking on the "Cancel Membership" button. You may cancel your subscription to the **** Service at any time prior to the expiry of your subscription period, but you will continue to have access to the **** Services for the duration of your subscription period. We do not refund any subscription fees paid in case of your cancellation.5.2 If you signed up for the **** Service using your account with a third party as a Payment Method and wish to cancel your subscription to the **** Service, you may need to do so through such third party, for example by visiting your account with the applicable third party and turning off auto-renew, or unsubscribing from the **** Service through that third party. You may also find additional billing information about your subscription to the **** Service by visiting your account with the applicable third party.*************************************************************************************************************************All I would like is my money back for the few days I had this app, $160.11. The subscription has been canceled but it ends on 08/23/23

    Business Response

    Date: 10/13/2022

    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 13 October 2022 a full refund for her annual fee in the amount of $160.11 was issued on her behalf. Our normal processing turnaround time for refunds is 3 to 5 business days.

    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

DAZN Group Ltd. is NOT a BBB Accredited Business.

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