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:18/03/2025

  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.

  1 Year ago I was charged more than $2000 on my credit card for services I did not receive and that I did not sign-up for with Hootsuite. There was an investigation by my credit card company and Hootsuite agreed to give me a refund as they could not produce any logs, logins or demonstrate that I used their services. As my card was cancelled (I thought it was fraud) they said they could only refund me if I had a pay Pal account, I went through a lot of time and effort to try to get this happening. The messed around and dragged their feet, until my credit card ended up removing the charge. There was quite a bit of emotional stress as that is a lot of money to me. Well last week they did it again. They charged me more $2000.00 again. The email account they claim it is charged to, I do not have access to. When I complained, they said they would make an exception to their policy and refund me. They have gone quiet. I have no job and no way to pay this fraudulent charge. Even if it is resolved, I am worried they are going to do it again next year. I ask for someone to contact me and went to their offices in *********. They have refused to meet with me or communicate. I barely understand what they do, let alone signed-up for a Professional Account as they claim. This has caused me a terrible amount of stress. All I expect is to be treated with decency and for them to refund me and delete my credit card details from their files. I am not even sure how they were able to charge me again.

  Business Response

  Date: 19/03/2025

  Request handled in ticket #*******.

  Customer Answer

  Date: 20/03/2025

   
  Complaint: 23082214
  
  I am rejecting this response because:

  I have not received any further communications following the Hootsuite Helpdesk's offer to refund my money. The screenshot they have provided the BBB with is the last communication they sent me. I have since responded and given them the last four digits of my credit card as they requested. They have not responded since I did this, after multiple requests for further communications. I have since received blank "helpdesk ticket" responses that say there is a ..."Message below" where there is none. No advice and no information has been provided to me. They also did this  to me last year and it went to pre-arbitration with ***** I was awarded the case based on Hootsuite had no records of ongoing interaction, outside of a couple logins at the beginning of the  "free trial". They could not produce  records of service (because I don't use their product). I have never requested a "Professional Account" with them and made it very clear last year after a 3 months of correspondence. In our instance last year, I was promised a refund by Hootsuite that never materialised, and I informed them very clearly that I did not request, want or need their services. At this point, it was their responsibility to shut down my account. I could not and cannot do this from my end, outside of requesting it in a 'ticket' because as stated now and previously 'I do not have access to *************************** Either way, the case and my distress last year, should have made it evident that I do not use or want their services. My email is ******************************** This is where I have been communicating with Hootsuite. I am currently in ********* as such, I went to their offices to discuss this with them. I have requested multiple times that they call me. They have provided you with the same statement they have given me, no communications have transpired since I gave them the last four digits of my credit card. For the record and once again it is: 0432. I would like a confirmation from them that:

  1) That they have received this information and that the last 4 digits of the credit card (0432) and will be processing the refund immediately.

  2) It is reasonable for me to request written assurances, as requested that they will actually be cancelling my 'account' and deleting any data, to avoid the said "subscription" from attempting to extract money from my account again, next year at this time. It seems to me this expectation is a more reasonable action, than having me shut down my bank account. They were able to use my credit card because, according to my bank they also have my bank details. As stated, I have no job and no income, so this is a very big deal and very distressing to me. It takes my money that and don't have and my time of which I have spent enough of chasing them.

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

  Business Response

  Date: 26/03/2025

  Addressed in ticket #*******. 

• Initial Complaint

  Date:10/03/2025

  Type:Customer Service 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.

  In January 2025 I signed for the free trial. Unbeknownst to me, they withdrew hundreds of dollars from my bank account without warning. When contacting Hootsuite, it took weeks to get a response, that basically said that there would be no refunding the full amount when I told them I wasnt not aware I would be charged and I had not used there software one time, they would rather steal money from small businesses than do the right thing and have ethic and honest business practices.

  Business Response

  Date: 12/03/2025

  Request handled in ticket #*******. 

• Initial Complaint

  Date:24/02/2025

  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 own a digital marketing company that used Hoosuite to schedule social media content to our client's accounts. Once I out grew their business plan the only option they gave was their enterprise plan, I was sold on this and several month in their platform started to have serious tech issues. My team and I reach out to support numerous times without getting the issue resolved of our content not posting. Then in October they sent an email about a rate increase and shortly after the contract renewed for another year. I immediately told them I wanted to cancel and they said they would not because it was past the 30 days prior to the contract renewing. I canceled my card connected to the account as they were charging me over $360 per month for the service that was no longer working. I told them over and over again I wanted to cancel and they refused. I stopped using the service immediately, however they continued to send me payment notices. Now almost a year later they have taken me to collections for $3,406.31 with the ******************. If their service had worked as they promised it would I would still be happily paying for it and we wouldn't have this issue. I feel it is wrong for a company to continue to demand for customers to pay when they are not providing the basic services they promised to deliver.

  Business Response

  Date: 28/02/2025

  Request being handled in ticket #*******. 

• Initial Complaint

  Date:28/01/2025

  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 am the Executive Director of Programming for a small Heart Disease non-profit. Last year, we slimmed down our spending and quit Hootsuite along with many other services, which was reported at our biannual board meeting.Our Director of Operations, suddenly passed away and so I have moved into that role to handle the books. After reviewing them I see that we were charged $1800 or something like that by Hootsuite, a service we cancelled. I have tried to reach out to them thru their email help box yet we have heard nothing. Out of all the services we cancelled, Hootsuite is the only one that charged us despite the cancellation.I have heard from many other small business owners that this has happened to them as well. We are to small of a non-profit to handle this loss. We have been working with our bank but they too, have had no luck reaching out.

  Business Response

  Date: 31/01/2025

  Hello! Request handled in ticket #******* 

• Initial Complaint

  Date:08/01/2025

  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.

  Hootsuite *** charged me $149.00 for a subscription that i did not know i had clicked on. There were zero follow up emails sent regarding the company remaining me of my free trial or anything. I would like a refund

  Business Response

  Date: 09/01/2025

  Request handled in ticket #*******.

• Initial Complaint

  Date:23/12/2024

  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.

  We were billed for an annual subscription that we no longer want and have tried to cancel. There was no notification that the subscription payment was due, but we received and email from the business at 1:35 am on December 6 with an invoice for our payment . We cannot log into our account, and attempts to gain access have failed because the password reset function on the website is not working. We enter the email address on the account and submit, but never receive a link to gain access. We have not had access for a few months now, but with other priorities being more urgent at the time, following up fell off the radar. In addition, when you At the least, we should have received a notification that the subscription payment was coming due a week or so prior to debiting almost $1200 from our ****** account. It is predatory business practice to hit someone's account like that without sufficient notice, plus the fact we couldn't even get into our account at the moment to either make changes for months. On December 6 and 7 I tried again to reset the password but never received the password reset emails. I tried numerous times. Suddenly today, as I file this complaint, I tried one more time and ***** I finally got a password reset email...this tells me the business's password reset function was indeed broken and when I filed the ****** dispute and mentioned the inability to log in they must have looked into it and fixed it., Doesn't matter, really, since I don't intend to use the service any longer and want a refund.

  Business Response

  Date: 24/12/2024

  Many thanks for bringing this to our attention.
  A ticket has been created with our support ticket system, and we will assist the user further.  

  Customer Answer

  Date: 31/12/2024

   
  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.  The business, however, should strive to improve it's handling of customer service issues to avoid the need for 3rd party intervention. It should also consider amending its website and payment portal to improve the process, and come up with a more realistic satisfaction and refund system/process.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:16/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial with Hootsuite but encountered technical issues that prevented me from accessing my account throughout the trial. Despite multiple attempts to resolve the problem and receive assistance from their support team, I could not access my account. This issue prevented me from making any changes, including canceling the free trial before it converted to a paid ******* make matters worse, Hootsuite charged my account $4,759 before the trial even officially ended, which I believe is highly unfair given my inability to access the service or cancel the subscription.

  Business Response

  Date: 17/12/2024

  Request handled in ticket #*******.

• Initial Complaint

  Date:12/11/2024

  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 signed up for a trial and canceled my subscription the same day, meaning I canceled before the end of my free trial and got charged anyway. If Hootsuite does not give me a refund or contact me, I will work with my bank to refute this claim.

  Business Response

  Date: 13/11/2024

  Request being handles in ticket #*******. 

• Initial Complaint

  Date:11/10/2024

  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.

  I started using Hootsuite probably thru a free subscription for my old job, thanks to a coworker that told me about it. It was a platform that provided services for taking care of multiple social media accounts from 1 place. Well, I remember not using it for that long and maybe the subscription button had a disclaimer about being recurrent which I don't recall or have proof of, nevertheless im not claiming the recurrences. I am claiming the fact that this company is acting maliciously taking advantage of that recurring payment for accounts (forgotten, accounts that have no activity, and accounts like mine that are no longer active.). I left my company on 2021 june and by august it was no longer working, and with the benefit of the doubt by September my email wasn't working cause the company automatically cancels it/deletes de email addrs. So, I never agreed to an increase in payment which is the point that "*****. makes when you call them. (FYI- I called them today 10/10/2024 and I asked about this fee, I told them this story about not being even able to access the account because my email was deleted, so I told them I went online and tried cancelling but there wasn't an option to even cancel from outside the "account", so i politely asked them to at least reverse that last charge which I just found about on accident , and had no idea. Well, not surprisingly they said that I was over the 30day limit so unfortunately this year was paid for. Nothing they could, I could change my email so I could access the account. I said, no because this is a service I never agreed to pay, This is a service I would never buy again, and knowing they have been acting mischievously I was even more reluctant to agreeing to any of their terms. I have proof that the email account they used was not working they had no way to contact me about the increase or that my account would be charge a higher rate. I had no contact with the company since 2021; so 2022, 2023, 2024 charges are a scam.

  Business Response

  Date: 14/10/2024

  Request handled in ticket #*******.

• Initial Complaint

  Date:19/09/2024

  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.

  Invoice Date:10/17/2023 Account *************** Invoice Number:********** Amount Paid:US$1,188.00 1 Previously since 27 March, I have escalated the case to Hootsuite team to ask them for the cancellation and refund. The essence of my appeal was to highlight extraordinary circumstances that prevented me from adhering to the stipulated 30-day cancellation policy. While I respect Hootsuite's policies, the lack of flexibility to consider cases on their individual merits, especially under exceptional circumstances, is **************** a customer, my experience has left me feeling unsupported and unheard, prompting me to share my story with a wider audience. I plan to detail my experience on platforms such as Quora. ********, ******** and other social media sites and forums, not out of spite but to highlight the importance of empathy and understanding in customer service. My intention is to ****** a dialogue about the balance between strict policy adherence and the consideration of exceptional customer circumstances.Please understand that my financial situation makes it challenging to absorb this unexpected expense, further compounding my distress. Before taking my story public, I am reaching out one last time in the hope of finding a mutually acceptable resolution. I ask you to kindly reconsider my case or escalate this matter to someone who may have the authority to make an exception based on the unique factors at play.I believe in the value of Hootsuite's services and had hoped for a different outcome. A gesture of goodwill in this situation would not only alleviate my current financial burden but would also reinforce my trust in Hootsuite's commitment to customer satisfaction.I didn't utilise the service at all, and this service was a free trial for my company (****** *******), and there's some issue with my credit card statement service, that's why I'm unable to view the bill.I believe this is not the first case by Hootsuite. Kindly assist. Thanks

  Business Response

  Date: 26/09/2024

  Hi BBB, 

  I'm reaching out to confirm that the full refund has been processed for the amount of $1,188.00 back to its original form of payment.The customer has also been notified via the new support ticket: 2819911.