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:07/08/2023

  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 an old account under the email provide which has been involved in streamlabs backhanded adding the pro benefit on without customer concent. I can see there have been many complaints relating this. The account in question was lost to me years ago and as such you can see no sign in history or use of such subscriptions. I have been charged $5.99 per month since December 2020 for something I do not and did not agree to. I therefore request a full refund and confirmation that such transactions will cease. I'd also like a full SAR request inline with my GDPR rights relating the account that you are charging. Very happy to take this further if not correctly addressed.

  Business Response

  Date: 07/12/2023

  Hi,

  I was able to locate the tickets you opened a few days ago, and see that our team is currently assisting you with the full refund of any and all Pro charges. I can confirm that your Pro subscription is canceled and no further charges will be made to your account.Also on that ticket you withdrew your BBB complaint and SAR request on Saturday, July 8. If you ever need any data, please reach out to the Streamlabs Support Team and we'll be happy to get you the data you're entitled to.

  Customer Answer

  Date: 07/12/2023

  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,
  
  *******************

• Initial Complaint

  Date:04/28/2023

  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.

  I was charged this morning at 8:36 am for an SL Prime membership I NEVER signed up for. I never once looked for streaming services nor did I ever even plug in this company's name into my web browser. This morning I received a text from my bank wanting to know if I approved this charge of $149, I declined and now my card is restricted pending a new number to arrive. This is some serious scamming business if you're out there ILLEGALLY collecting peoples information without consent and charging ***** people for something they never even signed up for!!! I'm not stopping here just so you know. I'm going to the *** next!!!

  Business Response

  Date: 04/28/2023

  Hi **********************,
  
  We were unable to find an account nor subscription under the email address: **********************. In order to better investigate this, please submit a Support Ticket to our Payments Team at: ****************************************************************.
  
  We take possible fraud very seriously and will be happy to work with you to investigate the charges you listed.

• Initial Complaint

  Date:04/26/2023

  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.

  This company uses a predatory practice to trick customers into adding a subscription service onto a single-action transaction. Streamlabs is commonly used by streamers on Twitch to accept donations. On the page where you finalize your donation, it adds a subscription to 'Streamlabs Ultra' by default - if the user doesn't uncheck the box, they are signed up to pay $19 a month. I have been charged for this service since Jan 25th of 2021, which was tacked onto a small donation to a streamer. I have never used any of the 'Ultra' features. I only became aware of this yesterday, and Streamlabs has only agreed to refund me for this month. This practice is disgusting and I want a full refund of $491.In addition to this practice, once you cancel your subscription, Streamlabs no longer gives you access to your billing history. They intentionally cover up the paper trail of their service to make it harder to complain. Truly shady practices at this company.

  Business Response

  Date: 04/28/2023

  Hi ****,
  
  I can confirm that your monthly subscription to Streamlabs Prime, now called Streamlabs Ultra, was started on 6/26/2020 at 5:37pm and was canceled on the same day. You then began another monthly subscription to Streamlabs Prime on 6/26/2020 at 6:05pm which was active until you reached out to Streamlabs Support on Tuesday 4/25/23. In that Support ticket, we canceled your subscription and refunded the past month in accordance with our refund policy, which states that no refunds will be issued unless requested within 7 days of your subscription beginning or renewing.
  
  To clarify, this subscription was for Streamlabs Prime, which offers all sorts of additional features to Streamlabs products. This subscription was not due to any tip page subscription, which is referred to as Streamlabs Pro and is $5.99/month and allows your tippers to customize their tip messages with GIFs and other visual effects.

• Initial Complaint

  Date:01/09/2023

  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.

  i canceled my subscription to streamlabs prime but you guys are still charging me a monthly fee i cannot cancel as there is not a option you took a payment out on the 9th of january

  Business Response

  Date: 01/18/2023

  Hello,

   

  You signed up for a monthly Streamlabs Ultra (aka Prime) subscription on November 8, 2022, which was active until Streamlabs Support canceled your subscription at your request on January 9, 2023, within 15 minutes of receiving your request. Additionally, we instructed you on how to manage your subscription with Streamlabs should you utilize our services in the future. As you canceled your subscription within 7 days of payment, you are entitled to a refund for the most recent charge per our refund policy. I will create a ticket on your behalf and have our Customer Support team process the refund and confirm with you via email once your request has been processed

• Initial Complaint

  Date:12/14/2022

  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 have on and off used streamlabs services for my twitch streaming, and have opted to subscribe to their prime services. Then one day I decided I was not going to be utilizing their services anymore, and cancelled my subscription.A couple months pass, and suddenly im charged their annual fee of $149.99.Even though I open my account and directly see that I do not have access to their gold, prime, or ultra services.I disputed the charge with my credit card, because as far as I know, that charge was never authorized by me. That apparently did not matter to streamlabs, who again charged me and took my $149.99.I have reached out to streamlabs and became extremely frustrated when their customer support advised me that NOW in fact they were cancelling my subscription. I have directly unsubscribed, months before I ever was charged, and suddenly I have their services again? No, because whenever I access streamlabs it asks me to resubscribe. I desperately want my payment information removed from this company because this issue is a very inconvenient cycle, of me being charged when I never had access to their benefits. My twitch account linked to streamlabs is Highitsholly and I previously went by AAUndoing. Streamlabs support has insensitively ignored my issue, has not been able to resolve my issue and im genuinely frustrated by their lack of response.

  Business Response

  Date: 12/16/2022

  Hello,

  I can confirm that your subscription was canceled by you on September 9th and that your payment information has been removed from our systems. While you may cancel your account at any time, our refund policy states that no refunds will be issued unless requested within 7 days of your subscription charge. You were charged on August 31, 2022 but did not cancel until September 9, 2022, which falls outside of our 7 day return policy and is not eligible for a refund. As you know, you will still have access to your account and all of the features that come with Streamlabs Ultra (formerly Prime) until the end date of your current, canceled subscription, which expires on August 30, 2023.If you ever need help accessing your account or features, our Support team will be happy to assist. Simply reply to your existing ticket and our team will get right back to you.

• Initial Complaint

  Date:08/05/2022

  Type:Delivery 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 subscribed to the ************* for two years. The pinnacle loyalty reward for my subscription was a free backpack. After redeeming, I reached out to Streamlabs to inquire about a tracking number, to which they replied by saying the backpack I was promised is no longer available. I was not given the option to wait for availability. I was not provided or offered any consolation or make-up reward, and was simply told that a different backpack would be sent to me. The bag I received was of significantly lower quality, and was not even in the same brand as the promised bag. I was informed that, even if the bags became available again, I would not be allowed to redeem or exchange for the bag I was promised. This leaves me no recourse for receiving the product I was promised aside from creating a new account, subscribing, and waiting for another two years, assuming the bag does not run out again by then.

  Business Response

  Date: 08/08/2022

  Hello there,

   

  The champion backpack you are referring to is currently out of stock with no suggested restock date from our suppliers due to supply chain limitations. We will be happy to send you the Champion backpack if/when the item comes back in to stock. 

  Customer Answer

  Date: 08/11/2022

  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 as long as I am provided notice as to when the bag is back in stock. Otherwise, I have no means to actually verify whether or not it is at any point.
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:07/28/2022

  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.

  Streamlabs charged me $300 out of nowhere, I've had an open ticket with them on the subject for the past 3 days and it has received no attention. I'd like a full refund and for them to have a better method for customer service when it comes to billing.

  Business Response

  Date: 07/28/2022

  Hi there,

   

  I can see your ticket in our queue, and our team will respond to resolve your inquiry as soon as possible. Tickets are answered in the order received, but please know that our team is working diligently to get to your request. 

• Initial Complaint

  Date:07/22/2022

  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 purchased a prime subscription for my son on June 21st of 2022.to this day it still says that I do not have a prime membership. My card was charged $149.00 and i have emailed support several times. They have no phone number to speak to them directly and now they are not answering emails. I want a refund

  Business Response

  Date: 07/22/2022

  Hi there, 

   

  I wasn't able to find a ticket under the email address provided here. Could you please provide the email address that you reached out with and/or the ticket number you received? I'll be happy to look into this further once I can locate your correspondence. 

   

   

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17609632
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/13/2022

  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.

  Hello, I never signed up willingly for the stream labs pro service. When I subscribe to a twitch streamer (send a streamer 5 dollars), streamlabs racks on a 6 dollar monthly subscription without telling or letting you opt out. I have been trying to cancel this subscription for over a year and havent been able to. I have emails from a year ago with stream labs replys being we will look into this and confirm back. Never got confirmations back.

  Business Response

  Date: 05/17/2022

  Hello,

   

  We have found your ticket in our system and can see that your refund and cancelation has been processed. Please feel free to reach back out via your ticket if you have any further questions or concerns and our team will be happy to assist.