ComplaintsforParamount+

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Case #******** - Subscription / Refund Requests / iPhone Thank you for responding back with the information requested, based on the information you provided we were able to locate an inactive subscription associated with email address- . Please be advised that your subscription is canceled and will remain valid until Aug 24, 2021. Unfortunately, per our billing policy, we cannot grant refunds for Paramount+ subscriptions. Paramount gives you free 30 day trial. I started 06/27/21 until 7/27/21 They charged me $9.99 on July 21, 2021 a week before my trial should have ended, plus it was hard to cancel this subscription, they don't make it easy even if they have information on how to cancel, still couldn't figure it out. I don't know how they can charged you before the trial is over, and then they can't refund you money (per policy). I don't want free access for another month. I want my money back.

  Business response

  08/08/2021

  Dear Ruth,

  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 don’t hesitate to let us know. 

  We look forward to assisting you.

  Regards,
  Paramount+ Customer Service

  Customer response

  08/09/2021

  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,
  
  **** *****

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for CBS All Access last year in June through the Roku App. I was paying $9.99 a month. When it changed over to Paramount +, my subscription was supposedly being cancelled and I had to redo my subscription through Paramount. I had to set everything up again and put in my credit card number. They have been charging me twice a month for 4 months. I have been told that I have two accounts, but I only have access to one account. The account that I have access to is through Roku. They will not tell me how to access my other account, but I am being charged for it each month and I cannot cancel it because I don't have access to it. They tell me that I have two accounts, but I have to cancel one account because I can't have two accounts. It doesn't make any sense. They are taking my money every month, but not allowing me access to my account to cancel it.

  Business response

  08/04/2021

  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 see that Customer Service issued a refund on your latest charge.
  
  After further review, due to the inconvenience and continued issues you've experienced, we have issued an additional refund in the amount of $17.97. 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 don’t hesitate to let us know. 
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paramount Plus has been DOUBLE charging my household for the last few months. Apparently I have an account through amazon and then also you have been charging my PayPal now as well monthly without my knowledge. I tried for about an hour today on your site trying to connect with a live rep and failed. You failed to provide immediate services and double charged my family. This is a channel my family does not use either which makes this even scarier that they have just been charging me without me know or my authorization now for a few months. They knew I had two accounts but chose to continue to charge me for both.

  Business response

  08/02/2021

  Dear Rae,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. 
  
  We’d like to make this right, and assist with the account issue you are 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 Service
  
  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 3, 2021 I purchased a year long subscription with a discount code for 50% off. I received an email on July 5, 2021 indicating that my subscription had expired. This is inaccurate, as my subscription should have expired on March 3, 2022. I have contacted Paramount Plus to resolve this issue, and i was informed by email on July 11, 2021 that they were unable to locate a subscription associated with my email address: [email protected], and requested further information from me. I provided that information in email to them on July 12, 2021 and have not heard back. Nor has my subscription been reinstated. I would like my subscription to be reinstated and additional days added to account for the period of time that my subscription was noted to be expired erroneously. If this is not possible, I would like the full amount of my March 3, 2021 payment be refunded to me. Paramount Plus has been unresponsive regarding this matter. I would like the BBB to assist in seeking resolution.

  Business response

  08/02/2021

  Dear ******,
  
  Thank you for reaching out to us about the issue you encountered with your account. 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 $96.92. Please allow 7 to 10 days for processing to your financial institution. you can reactivate your subscription anytime by visiting your account page and selecting the blue "Resume Subscription" button. 
  
  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 don’t hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

  Customer response

  08/05/2021

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

• Initial Complaint

  07/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed up for paramount plus 30 day free trail at the 4.99 plan and i was just billed for 9.99. I have not signed into my plan ecept to sign up and when i did it says i picked the 9.99 plan. I signed up at 4.99 price at the same time i signed up for discovery plus at 4.99 also. so who changed my plan? Not me and i want my money back.

  Business response

  07/28/2021

  
  Dear Chris,
  
  Thank you for reaching out to us about the issue you encountered with your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience. We researched your case, and our records show that you signed up for the Limited Commercials monthly plan for $5.99 in 2019, but the subscription expired on 09/16/2020. When you signed up again on 06/26/2021, the Premium monthly plan was selected, therefore the charges of $9.99 on your account. 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 don’t hesitate to let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

  Customer response

  07/31/2021

  Better Business Bureau:
  But i did not sign up for the 9.99 plan only the 4.99 plan.
  I have reviewed the response made by the business in reference to complaint ID 15701712, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  07/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a cbs all access it started not working in March. I call to cancel the membership I was told it was cancel. I went online to cancel it threw the website again it show to be cancel. Was charge on my credit card ending with 1140. Below it the list of charges. March 3 10.81 April 4 $10.81 CBS ALL ACCESS May 3 $5.40 CBS ALL ACCESS June 2 $5.40 CBS ALL ACCESS July 3 $10.81 I have try for several months to cancel. When I call again today they told me it was cancel several months ago when i ask why they were still billing me the rude man hang up. Call back and spoke to some young lady and she told me it wasn't cancel and said she would cancel it but their policy is no refunds. I told her it was suppose to cancel in March. She offer one month free for my inconvience . This is crazy.

  Business response

  07/27/2021

  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’d like to make this right, and assist with the issues you've experienced. 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 Service

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was double charged 2 months in a row. And then cancelled on 6/22, last day was supposed to be 7/14. But was charged a third time on 7/13 even though my account is cancelled. Overcharged in total - $32.43, reached out by phone (spent a ton of time on hold a couple of times), contact us form, Facebook, and Instagram. Was told someone would reach out ASAP each time and then asked for account info. Always gave it, never heard from them again each time. While that $32 may not be much to them that is a week of groceries for me ans very needed. They won’t even respond to the issue. Sent pics of bank statements showing me being charged 2x in a month for 2 months for their service (which with tax should only be 10.81 x 1 time per month not on both the 13th and 16th) plus the email stating my account was cancelled.

  Business response

  07/22/2021

  Dear Taylor,

  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 we located a subscription under another email address 't**lor.l*e@sc**pi*n.co' based off the provided information.
  
  As a result, we issued a refund in the amount of $32.43 to your account. Please allow 7 to 10 days for processing to your financial institution. We've also canceled your subscription, and you'll receive a confirmation email in the next 24 hours.

  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 don’t hesitate to let us know. 

  We look forward to assisting you.

  Regards,
  Paramount+ Customer Service

• Initial Complaint

  07/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This has been an ongoing issue for several weeks. I have already wrote in about it and nothing has changed. They have a subscription option for basic and premium. Premium is more expensive and is supposed to be ad free (with exception of per their website "10-15 second brief ads promoting their shows". I am getting 120 second ads playing 5 commercials each time of ads from nothing to do with their shows or site (insurance, geico, climate change, womens period blood - yes literally). Yet I pay full price. This is false advertisement. When writing before, they just apologized and did nothing. Its still happening almost 2 months later and they are still charging me full price for basic service. I have troubleshooted in every way possible, still is occurring. They are getting paid to show me ads. And taking extra money via subscription that I pay to not show me ads. So they are generating double revenue at my expense. I want a refund for the extra money I pay every month for premium.

  Business response

  08/02/2021

  Dear ******,
  
  Thank you for reaching out to us about the issue encountered with seeing ads on your account. We understand how frustrating this must have been, and we sincerely apologize for the inconvenience.
  
  We researched your case, and our records show that you signed up through your Roku device. We're sorry, but we are unable to refund 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 Roku directly for further assistance using the information below:
  
  Call ***** ******** ** ***** *************************
  
  However, we’d like to make this right and assist you with the ads issue you are 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 Service

  Customer response

  08/03/2021

   
  Complaint: ********
  
  I am rejecting this response because: You are showing ads on ad free subscription. You say because I signed up through roku, you will not refund for the months you took my money for ad free and still showed constant ads. I was never warned that by signing up with Roku, you are not liable for these mistakes. Its not right to charge customers full price for ad free service, and then play ads consistently earning even more money through ad revenue, and then telling me since I signed up with Roku, no refund can be made. I haven't seen any disclaimer about signing up through roku. Not at all satisfied, getting ads regardless of what device I use that your company approved to be streamed through, I STILL should not be seeing ads when I pay for ad free subscription.
  
  Sincerely,
  
  ****** *******

  Business response

  08/03/2021

  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.  We’ve also passed your feedback along to our product team for consideration.
  
  Additionally, we will still have a supervisor give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Regards,
  Paramount+ Customer Service

  Customer response

  08/03/2021

   
  Complaint: ********
  
  I am rejecting this response because: The commercials aren't brief - they are 120+ seconds long 3-4 times in each episode and are not even promotional trailers. They are advertisements for google play apps, insurance, one time we were even played a commercial about menstrual blood, showing explicit scenes of women cleaning up after having an accident on their cycle. It is fine to call - but I will not accept this as satisfactory as the fact of my issue remains: I have been paying for ad free service, and still getting advertisements. Not promotional clips, or short previews or anything. Full blown, 4-6 ads that are not promoting Paramount+ content, rather advertisements for other companies like Geico.

  And I know it's not just me, Reddit is riddled with people complaining about paramount plus (on the paramount plus subreddit) feeding them constant ads when they have purchased ad free. If this is not resolved, I am going to post on there to encourage them to file a complaint on BBB as well and even look into seeing if this is legal - to offer ad free service and take peoples money, yet not give them the service they promised. Then deny any sort of reimbursement when they fail to deliver. This is absolutely ridiculous.
  

   

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

*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. ↩