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:11/25/2024

  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 have been charged 11 times 5.99 USD for streamlabs pro which i was tricked on subscribing to when making a donation (terrible practice, company should be ashamed), i need this refunded asap.

  Business Response

  Date: 11/26/2024

  Hello,

  We're happy to help you get a refund for these charges. We saw that you opened ticket #****** in the evening of 11/25/2024. Our team will communicate exclusively through that ticket to work with you on refund details.

  Customer Answer

  Date: 11/27/2024

  yes they already processed the refund all good. But streamlabs needs to stop this terrible practice of enrolling people in streamlabs pro when making a donation, it's incredibly scammy.

• Initial Complaint

  Date:11/11/2024

  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 watch a certain ******* channel. e uses streamlabs as his platform. he also accepts tips. i tipped him on 11/02/2024 for $40.00. streamlabs went into my bank info and somehow took an additional $77.62 for themselves. i joined no services, i did not even set up an account with **********************. just clicked the link to tip and noticed today streamlabs committed this fraud.

  Business Response

  Date: 11/12/2024

  Hello,

  Sorry to hear about this. We have received the ticket you opened yesterday at 5:50 pm. We will have a Customer Support Supervisor reach out to you shortly to gather more information to get to the bottom of what happened here. Since that information will require personal or payment information, that communication will be exclusively through the ticket, rather than BBB public communication in order to keep things secure.

• Initial Complaint

  Date:11/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has been ignoring all help and I been paying memmbership since 2015 and now Im ghosted are they closd doors. This is unfair as Im also dtuck into a membership with zero help and they keep taking my money.. Shows the company closed the doors, if so why they taking my money????

  Business Response

  Date: 11/11/2024

  Hello,

  Thank you for reaching out, and sorry to hear about your frustrations. I've looked at your tickets and I think there may be a communication issue - we've replied to all of your Support inquiries. In case those replies did not make it your way, please see below for the responses to your outreach, which would help us get to the bottom of any and all issues you're experiencing:

  Request regarding Ultra membership:

  Opened: Sep 14 9:46 am

  Our team responded: Sep 14 6:56 pm

  Message Sent: "Hello there,
   
  I appreciate you getting back to us. Could you please confirm that you are logging into all locations using the Streamlabs ID sign-on method? If you are using an alternate method, such as Twitch or ******** that may be why you are not able to access your benefits. If you have confirmed that you are logging in with your Streamlabs ID account, we kindly ask that you provide us with a screenshot or video of what is happening when you attempt to utilize one of the service benefits.
   
  Once provided with those images, we'll gladly assist you further. Thanks & chat soon!"

   

  Issue regarding your Ultra membership, which you referred to as "affiliate"

  Opened: Sep 26 1:04 pm

  Our team responded: Sep 26 1:05 pm

  Message sent: "Hi there,
   
  Thank you for reaching out about this, My name is <REDACTED FROM BBB> and I'm apart of the technical support team, 
   
  How can I help you? Currently I am unsure of your request and what it pertains to. Are you referring to ********? Please clarify the exact issue you're having with our products/services so I can look into this further.
   
  I hope to hear back from you soon. "

   

  Issue with your Chat Box not working

  Opened: Nov 8 2:45 pm

  Our team responded: Nov 8 2:47 pm 

  Message sent: "Hey there,
  
  Thank you for reaching out! My name is <REDACTED FOR BBB>, and I'm with the Streamlabs support team.
   
  It appears your Twitch token is expired, upon looking into your account. That would cause the Chat Box to not function, so it's likely just a case of needing to refresh the authentication token by following these steps:
   
  Log out of ************************** and any Streamlabs software you may use.
  Go to the Connections settings on Twitch: ******************************************.
  Find Streamlabs (Twitch Alerts) or Streamlabs Dashboard & click Disconnect.
  Log back into ************************** and any Streamlabs software you used with your Twitch account.
  After doing this, you may need to update your widget/alert URLs in your streaming software.
   
  Once complete, you can test the Chat Box once more."

  On this one, you did reach out again on Nov 9, and our agent quickly replied with:

  "Hi again,
   
  It appears the steps provided before have not yet been completed. In order for the Chat Box to function, you will need to re-authenticate your Twitch account with ********************** using the steps provided, and that should resolve your issue.
   
  If you have any questions on this, please let us know."

   

  Our team is trying to assist but we need to figure out either why our replies are not hitting your inbox, or why our emails/messages are not being answered. Please reach out to ********************************** directly so we can attempt to get this squared away for you.

  Customer Answer

  Date: 11/16/2024

  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising 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 was tricked with the tipping feature on stream labs that automatically signs you up to be a pro member, and was billed a total of 11 times for 5.99 USD ($8.82) CA. when i initially reached out i had only seen 8 charges, which they advised they would refund me. Upon further review i noticed, no they actually charged me 11 times (almost a years worth) through my pay pal, so i sent a correction email. At that time they had only sent 6 refund emails. It seems they are trying to skimp off of my refund. I haven't used ANY of their pro features and wasn't even aware i signed up when i was simply donating to a mutual streamer. They owe me $97.02. This is leaving a poor taste in my mind, and is making me rethink using stream labs for my twitch account.... Very poor service indeed.

  Business Response

  Date: 07/11/2024

  Hello,

  Sorry to hear about your trouble with Streamlabs PRO. We take these matters seriously and I can confirm that your refund will be processed soon! We process refunds older than 6 mos. in batches, so your full refund will be processed with our next batch and we will communicate with you through your ticket (ticket opened: July 10, 2024 at 10:53am CST - not providing ticket numbers in a public forum). I'm glad that our Support Team were able to help previously and we'll ensure we carry the refund for the remaining 5 charges through the finish line to get you your money.

• Initial Complaint

  Date:12/22/2023

  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.

  Stream labs has developed a way to cheat people out of money legally. Streamlabs is a free software what has options for paid upgrades. In my case I used the free version and this was perfect for my needs. I occasionally donate or buy merchandise from streamers who use streamlabs. You are required to log into your streamlabs account to make the transaction. This requires inputting you credit card info. Stream labs has language in there terms and conditions that makes you buy their Prime or *** services. You get charged once you agree to terms and complete your donation or purchase, but also Streamlabs will now have a reoccurring charge on your credit card. This is clearly by design that most people trust that a company would not do such a thing without making it very clear and obvious that they will be regularly taking your money. This is clearly a scam done legally. They have scammed me out of $247.

  Business Response

  Date: 01/03/2024

  Hello,

  We have reviewed the 3 Support tickets you entered on 12/22/2023 regarding this situation. Although we empathize with your situation, the Support Team was correct to deny a refund in this case.

  Streamlabs Prime / Ultra

  You signed up for Streamlabs Ultra (formerly Streamlabs Prime), our subscription service that grants you access to the premium version of Streamlabs' Apps on a monthly or annual basis. This service was voluntarily signed up for on 12/12/2022 and remained active, being billed $19/mo until you canceled on 12/22/2023. Our Terms of Service (or "ToS" found here: ****************************************) state that "The refund window is within 14 days of purchase for Streamlabs Pro, and 7 days of purchase for all other Paid Services." Your refund request was not made within 7 days of billing, so we will not be refunding the last month of your subscription.

  Subscription Differentiation

  A Streamlabs Pro subscription, which enhances your tips to content creators via GIFs, etc. can be started with from the tip page. To clarify, this is different than the Streamlabs Ultra ("Prime") subscription you had manually signed up for, as that subscription is not activated from the Tip nor Merch pages.

• Initial Complaint

  Date:09/26/2023

  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.

  Hello, a few months ago I discontinued my subscription of Streamlabs Ultra. I don't remember the exact date, but I know it's been a month or two now. However, I recently got a charge on my PayPal account for $19 to **********************. I thought this was strange as I was certain that I cancelled this before. Sure enough, I had, and I was still being charged for a service I wasn't using. I then filed a support ticket over 24 hours ago without any response that wasn't automated. The support ticket number is Request #******.My email is *********************** I would like a refund and to no longer be charged. I hope to hear a response soon. Thank you.

  Business Response

  Date: 09/27/2023

  Hello,

  Thank you for reaching out. We took a look at your Support ticket and were able to locate & cancel the subscription, refund the amount billed, and you will not be billed again going forward. Please let us know if you need anything else.

• Initial Complaint

  Date:09/22/2023

  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.

  On September 18th I was charged twice by stream labs. Once for my monthly subscription of stream labs ultra, and another for a yearly subscription to stream labs prime. After confirming with my account I did not indeed have a yearly subscription to stream labs prime. I submitted two tickets which have gone unanswered. One directly through their support website and another through their support email. The two tickets both populated on their support website and the one that was sent through email was checked as "closed" within 24 hours of submitting the ticket with no rebuttal to the ticket. The ticket that was submitted directly through the support website has sat for days with no response or solution.

  Business Response

  Date: 09/25/2023

  Hello *****,

  Sorry for the delays on your tickets while we worked through an influx of Support tickets - we'll continue to do better in this area. The ticket that was closed was simply merged into the original ticket to keep our Support Ticket System organized, apologies for any inconvenience. I see that our Head of CX has responded to your ticket in an attempt to gather more information to process any refund you may be owed - further communication will be through that support ticket/email.

• Initial Complaint

  Date:09/19/2023

  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.

  On Saturday, September 16th my account was charged $150.00 for a subscription I didn't know I had. I received a year of free Streamlabs Ultra through my educational institution and foolishly included my payment information. I thought I had cancelled it, yet I was still charged for the service-- despite not having used this app or any of its services for the past 6 months. I promptly emailed customer service and have yet to hear a word back, over three days later. The refund period is only seven days, a full week, and I am led to believe that they are withholding my refund for their services until I am no longer eligible. After reading others reviews on the matter, I believe that this company is unreliable and practices shady business behaviors-- and absolutely NOT what I believed it to be. I don't have the funds in my account to pay off this charge, and if I do not hear back by the end of this week, I will be doing a chargeback and closing my account. ********************** is NOT a user friendly company, and they only care about making a quick buck. I warn every potential customer to be wary and research a company like this before ever doing business with them, like I learned unfortunately too late.For Streamlabs support, if you care to read my genuine complaint: my email is ************************** and my Streamlabs account is strudelsquid. I hope to hear back from you. As much as I am displeased, I am desperately hoping this is just a huge misunderstanding.

  Business Response

  Date: 09/19/2023

  Hi ****,

  We're sorry to hear about that experience. We've escalated the issue within our Support team and you should have just received a response from leadership. You are eligible for a refund as your request was made within 7 days of being billed. We will process the refund on September 20, 2023 and it may take 5-7 days for the funds to arrive to your original payment method. We apologize for any inconvenience and will communicate through the ticket going forward.

  Customer Answer

  Date: 09/20/2023

  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.

  Your team was prompt with a response, I only wish the communication was better before I escalated to a complaint here.

  I appreciate your help and my refund IMMENSELY but hope you understand I will no longer conduct business with your company.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/25/2023

  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.

  The company has been charging me for over two years with ZERO notice of renewing the subscription or any notice of charging me.The company sends me promotional emails WEEKLY, yet none of them have ever mentioned a charge, provided a receipt, reminded me of the subscription renewal, etc. The company's business practices are so scummy and are clearly meant to profit off of people forgetting about the service. It is beyond unacceptable and I'll definitely be pursuing legal matters in order to get my money back.This business should be shut down due to malicious business practices.

  Business Response

  Date: 08/03/2023

  Hi ****,

  We have investigated this matter and have found the following information. You originally signed up for Streamlabs Prime (now Streamlabs Ultra), our premium version of Streamlabs that requires your input of payment information to initiate a paid subscription, on 1/20/2021. That subscription remained active until you submitted a ticket to Streamlabs Support on 7/24/2023, requesting cancellation and a refund. We refunded your most recent monthly charge as your request fell within our 7-day refund policy, as per our terms of service:

  *********************************************;

  Of note in the ticket and in your complaint, you stated that you did not sign up for this service. While investigating the charges to ensure you were not being charged incorrectly, we located a Support Chat (only available to Prime members) you initiated on 3/7/2021. In this chat, you mentioned that you were indeed a Streamlabs Prime member, thus confirming your knowledge of subscribing to our premium service:

  nis************** (User):
  Yep! I saw in the email I just received that if I was a prime member I should contact you directly

  Although the username above was redacted to protect data and privacy on this complaint, the message is verbatim from that conversation.

  As a refund was already provided for the most recent monthly charge and your subscription has been canceled, this matter has been resolved as per our refund policy in the terms linked above. The Support Ticket that is currently open with Streamlabs Support will also be closed.
  

  
  

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20373166
  
  I am rejecting this response because:

  This person is intentionally avoiding the issues that I raised regarding their predatory use of subscriptions. 

  To start, the chat that this employee is quoting is literally from a technical support chat in-which I claimed that their services were simply just not working. I'm not sure how they can justify charging me for over 2 years, for a service that didn't work for me and then pull a quote from that exact customer complaint without context. I think this very clearly reflects how this company handles business. 

  Second, they claimed that they email users before their subscription is renewed each year (photo attached). This is a BLATANT LIE, as I have never received an email like this from them. I have, however, received WEEKLY promotional emails from them. The 100% just lied to me about that. 

  This company clearly lies and uses shady business practices. It's beyond unethical.

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

• Initial Complaint

  Date:07/17/2023

  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.

  Canceled my account 2/17/2023 as seen on the picture provided, since then you have been charging me 19 a month as per statement pictures I have provided. I would like assistance with this as soon as possible. Ive been fair to the company and I believe I deserve the same respect. Thank you

  Business Response

  Date: 07/19/2023

  Hi,
  

  We have investigated this and found that although you cancelled your subscription on one account, you had another account with a separate subscription. We were able to cancel the subscription on the additional account, and have processed a refund which should offset all charges back to February. This amount will be available in your account/payment method within 3-5 business days. I will provide a similar message via the ticket you submitted to our Support Team and close that ticket as resolved.

  Customer Answer

  Date: 07/19/2023

  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.
  
  Sincerely,
  
  *********************