ComplaintsforParamount+

Streaming Service

Additional Complaint Information

Customer Complaint:

BBB's profile for Paramount+ was created in August 2004. A review of complaints was done in November 2023. Complaints processed by BBB concern subscription and technical issues.

BBB encourages consumers to review the following link. This includes Paramount+ Subscription Terms as well as refunds, cancellation policy information and Technical support.

https://www.viacomcbs.legal/us/en/pplus/sub-terms?r=www.paramountplus.com

https://help.paramountplus.com/s/

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Initial Complaint
12/19/2021
Complaint Type:
Product Issues
Status:
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.
Paramount plus is not streaming on my television (firestick) and iPad. I have deleted the app and re-installed, and logged off and logged on. I sent an email December 10 and my Case #********. I pay $10 a month for this service and am unable to use it and have not received a response in 10 days
Business response
12/20/2021
Dear ******,

Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

We researched your case, the reported technical issues with the service have been resolved, and you can now return to streaming Paramount+. If you continue to experience problems, please call **************** at ***************** days a week from 9 a.m. to midnight ET, so we can investigate this further! You can also email us at ***********************************.

Additionally, our records show that you signed up through an iOS or Apple device. We're sorry, but we are unable to manage your account if you signed up for Paramount+ through your device.

If you have any further account-related questions (i.e. billing, account changes, cancellation requests etc.), please contact iTunes directly for further assistance using the information below:

- iTunes: Visit https://support.apple.com/ to contact iTunes Support.

Your experience with Paramount+ is very important to us, and we hope this resolves the issue.

Regards,
Paramount+ ****************
Initial Complaint
12/19/2021
Complaint Type:
Customer Service Issues
Status:
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.
This complaint refers to a series of disservices happened so far during the course of my subscription.On October 27 2021 at 11:45 am , Paramount was 1/2 hour late in the streaming service and then it started without audio.On November 23 Uefa match Juventus ******* was not streamed, instead the link would stream something else.On December 7 no UEFA championship game was available.On December 19 the Serie A soccer match Sampdoria-Venezia was mislabeled and unavailable and would redirect me to another match.On December 19 the Serie A soccer match Torino-Verona was available for the first half; the other half became a blank screen.I have experienced many other issues that I have not noted. There is no customer support since , when I complain about disservices there is no answer, no resolution.
Business response
12/20/2021
Dear Luca,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. We researched your case, and as a result, we issued a refund in the amount of $4.99. Please allow 7 to 10 days for processing to your financial institution.
Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.
We look forward to assisting you.
Regards,
Paramount+ Customer Service
Initial Complaint
12/19/2021
Complaint Type:
Order Issues
Status:
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.
Paramount+, a paid streaming service, uses an application that is broken and unusable on ** televisions. There app will play commercials but wont play content.
Business response
12/20/2021
Dear Guy,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

Please call **************** at ***************** days a week from 9 a.m. to midnight ET, so we can investigate this further! You can also email us at ***********************************.

Your experience with Paramount+ is very important to us, and we hope we can resolve the issue. If you still have concerns regarding this matter, please dont hesitate to let us know.

We look forward to assisting you.

Regards,
Paramount+ ****************
Initial Complaint
12/16/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid for (or get free months of) Paramount+ Premium. No ads. This is usually the case on my *********** but when I use the Roku app: different story. Every show starts with a promo for a Paramount+ original. That's an ad, right? That is a freakin' ad! If you're going to say "no ads", it should be no ads, not "no ads but a promo to start".
Business response
12/18/2021
Dear ****,

Thank you for reaching out to us about the issue you encountered with seeing commercials on a Premium plan. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

Premium subscribers enjoy the majority of on-demand content free from promotions; however, select shows will include brief promotional interruptions or a quick trailer to keep you updated on our programming. For more info, visit: spr.ly/PromosHelp

We want you to know your comments are integral in helping us shape future customer experiences, and we greatly appreciate your thoughts on the matter. Weve also passed your feedback along to our product team for consideration.

Regards,

Paramount+ ****************
Customer response
12/19/2021

Complaint: 16372097

I am rejecting this response because you did not solve the problem. You basically just said, "We're going to keep doing it anyway."

Sincerely,

*********************
Business response
12/29/2021
Unfortunately, there is nothing more we can do for them since the issue is regarding promotional interruptions
Customer response
12/29/2021
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. I mean, if there's nothing they can do, there's nothing they can do. I'll just watch the **************** app. If they start with the promos there, I will file another complaint.

Sincerely,

*********************
Initial Complaint
12/15/2021
Complaint Type:
Billing Issues
Status:
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.
This streaming service rarely works. I paid for a year subscription and I cant get past the commercials to even watch a show. When I do get through the commercials it acts like its buffering and then says theres an error code. Ive contacted their customer service and have had no reply back.
Business response
12/16/2021
Dear *****,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

Wed like to make this right, and assist with any issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.

Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.

We look forward to assisting you.

Regards,
Paramount+ ****************
Customer response
12/17/2021

Complaint: 16370077

I am rejecting this response because:
Paramount+ stated they would call me today between 9 am and 6 pm EST and they never called. I have tried reaching out to their customer service with no response.

Sincerely,

*********************
Business response
12/27/2021
Dear *****,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

We've researched your case and saw a supervisor attempted to contact you on 12/23/2021 at the number provided, but was unable to reach you. As a result, a member from our customer care team sent you an email requesting for the best time to contact you. If you have any further questions, please reply to their email. You can also call **************** at ***************** days a week from 9 a.m. to midnight ET.

Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you. If you still have concerns regarding this matter, please dont hesitate to let us know.

We look forward to assisting you.

Regards,
Paramount+ ****************
Customer response
01/07/2022

Complaint: 16370077

I am rejecting this response because: I did not receive an email asking for the best time to contact me. I was called one time, almost a week after they were supposed to contact me, and also the day before Christmas Eve. My customer service experience with ********************** has been unsatisfactory.

Sincerely,

*********************
Initial Complaint
12/15/2021
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Paramount+ regarding numerous streaming issues, poor customer service and caption issues that had went on for over a month and they were not responding to customer support emails. I filed a prior complaint and I was promised by them 2 sets of 2 free months of streaming service which is 4 months free( putting my next billing date to April 2022) . Upon checking my account that offer wasnt honored in total. I contacted them again about it and was disregarded yet again. Ive emailed them again regarding this and until today Dec. 15 , it hasnt been honored. They have numerous complaints of them not replying back to subscribers and Im one of them . The issues are still ongoing. **************** support needs to be improved by them.
Business response
12/23/2021
Dear *****,

Thank you for reaching out to us about the issue you encountered with your account. We researched your case, and saw that you spoke with a supervisor on 12/22/2021, and the issue regarding your coupon has been resolved. You will receive a follow up email regarding the closed captions on your Xbox, once that issue is resolved.

Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.

Regards,
Paramount+ ****************
Customer response
12/24/2021
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,

***** N
Initial Complaint
12/15/2021
Complaint Type:
Service or Repair Issues
Status:
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.
On 11/30 I was contacted by Paramount to upgrade my plan to an annual plan, and by doing so Id get 5% off my annual plan and a free ******* Stick LITE I changed the plan and used the promo code as described, it changed my plan to annual and saved the 5% but said the ******* Stick promo code was invalid. After getting that error message I contacted Paramount on 11/30 to inform them of the error, a case was opened on their end, no resolution has been provided and I still do not have the ******* Stick.
Business response
12/16/2021
Dear *****,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

Wed like to make this right, and assist with any issues you may still be experiencing. We will have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.

Your experience with Paramount+ is very important to us, and we hope to help resolve this issue for you.

We look forward to assisting you.

Regards,
Paramount+ ****************
Initial Complaint
12/15/2021
Complaint Type:
Customer Service Issues
Status:
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.
This is the third attempt over the past year to stream Paramount ************ and just cancelled it again. They have taken more funds than they deserve. This streaming service rarely works. After following, yet again, all the instructions on their FAQ pages the streaming service stalls. Every time I log back in it gives a wide variety of error codes such as **** and **** - neither of these codes are listed in there FAQ pages. There is no available customer service to phone. Money returned for all three attempts. Do I need to file with the *** or FCC as I have seen several blogs indicating this is a continuing issue with users?
Business response
12/16/2021
Dear *****,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. We researched your case, and as a result, we issued a refund in the amount of $9.99. Please allow 7 to 10 days for processing to your financial institution.

Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.

We look forward to assisting you.

Regards,
Paramount+ ****************
Initial Complaint
12/14/2021
Complaint Type:
Billing Issues
Status:
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.
I subscribed o Paramount Plus directly from their platform. We decided 2 months ago to cancel but the platform will not allow the cancellaton due to "an error occurred". I have called repeatedly and spoken to reps reuesting cancellation and they dont cancel. I emailed, providing supportive screen shots and they wont cancel. I've tried approaching from technical assistce, from Viacom pphone number and it appears that this is a conspircy wher they do not allow you to cancel. Now I'll go to my bank with the charge and open a fraud case.
Business response
12/16/2021
Dear *****,

Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.

We located a subscription under a different email address 'd***df***l5*@g***l.com' based on the information you provided here. We are able to confirm your subscription has been canceled, and our customer service team responded to your email on 12/14/2021. If you have any additional questions, you can reply to their email.

Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please dont hesitate to let us know.

We look forward to assisting you.

Regards,

Paramount+ Customer Service
Initial Complaint
12/13/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Since the iOS update, the Chromecast icon does not appear in the paramount plus app. Users have made numerous complaints, but nothing has happened.
Business response
12/15/2021
Dear Elise,

Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
Please call **************** at ***************** days a week from 9 a.m. to midnight ET, so we can investigate this further! You can also email us at ***********************************.
Your experience with Paramount+ is very important to us, and we hope we can resolve the issue. If you still have concerns regarding this matter, please dont hesitate to let us know.
We look forward to assisting you.
Regards,
Paramount+ ****************

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