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
11/23/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Paramount Plus- I've tried calling several times but no one answers. I've live chatted with an agent and never get a resolution; just that they will get back to me. I've emailed two times, no response! I was trying to cancel my free trial on 11/21/21 via my TV remote, but somehow clicked on yearly subscription. I did not intentionally click this option. My bank account was charged $106.99 right away. I immediately began calling only to be placed on hold for nearly 30 minutes each time. I do not want this subscription and would like to be refunded $106.99 ASAP. I can't believe it is this difficult to speak with customer service.
Business response
12/01/2021
Dear Ashley,

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, and our records show that you signed up through your Roku device. We're sorry, but we are unable to manage your account if you signed up for Paramount+ through your device.

To ensure you cancel your Paramount+ subscription, just follow the instructions relevant to your device listed here:: spr.ly/HowToCancel

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 ************** or visit https://support.roku.com.

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

Regards,
Paramount+ ****************
Customer response
12/02/2021
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
11/22/2021
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.
On 8/5/2018 at 11:11pm, I signed up for the *** all access trial for $99.00 On 8/13/2018 at 6:06pm, I canceled my *** all access trial within the 7 day window which would have closed at 11:11pm on the 8th day. I was never refunded for my trial cancelation, the rep approved the cancelation and did not tell me it was too late which to the clock it wasn't. I didn't use the service as I didn't know it was active. On 11/20/2019 I called *** and complained. I stated I was planning to start a new subscription. I complained about the previous charge, they gave me 10% off another year and said when I call back to renew each year, to mention the discount, and they will honor it forever. This left me with the understanding that I would need to renew each year. I was not told that renewal would be automatic. I let that one year subscription expire at the end of the year without intent to renew because I just don't like the service still. On 11/20/2021, I saw an email stating that automatic renewal was going to occur. I had thought that I was no longer a customer because I didn't "Call to renew" as advised in 2019. I then found out that I was charged another $99 + tax for the 2021 year when I didn't even know I had the service. I called to ask for a refund, again for this second year of unexpected charges (I paid for 1 and approved that purchase) and they refused stating that there had been too much time from the purchase to now. I have not used this service once. The first year when I cancelled in the trial window, I didn't use the service but they still charged me, the third year they renewed my membership automatically when clearly stated that I would need to call to renew. They owe me, really, for the two years. The first account was under ***************************** where the trial cancelation was not honored. The latest account is under *************************** where the automatic renewal was done without my knowledge.
Business response
12/01/2021
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 Service
Initial Complaint
11/21/2021
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 company takes money for a streaming subscription. Signed up for an entire year and the application does not work. It will stream for a few minutes then buffering every few seconds. Have attempted to contact Paramount+ regarding this issue to no avail. I have requested a refund due to paying for a service that is unable to be used. There are several reviews/complaints for the same issue with this company
Business response
11/28/2021
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
12/01/2021
No contact from the provider. Still paying for a service that does not work and unable to utilize the paid service
Complaint: 16168836

I am rejecting this response because:

Sincerely,

*************************
Business response
12/06/2021
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 looked up your case and saw that our customer service team spoke with you on the phone, and then followed up via email on 12/2 letting you know that your case had been escalated to our technical team. They then emailed you again on 12/3 with an update regarding your case. If you have any further questions, you can reply to their email.
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+ Customer Service
Initial Complaint
11/20/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was informed that because I am a TMobile customer I would get a free year of **********************. I followed the instructions and was under the impression I got the free subscription. I was charged for a full year and the company refuses to help me resolve this. I even offered to just pay the first month to be fair, but they still refuse. I believe the process was deliberately confusing and misleading.
Business response
11/23/2021
Dear May,

Thank you for reaching out to us about the issue you encountered with your account. We researched your case, and saw that a refund in the amount of $99.99 was issued on 11/20/2021 and a confirmation email was sent.

Wed like to make this right, and assist with signing up for your Paramount+ subscription with ******** promotion. 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
11/25/2021
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
11/18/2021
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.
Paramount+ locked me out of my account while continuing to charge me for their services. The website refused to accept my password, and the "Reset Password" function failed to send me the email required to reset it. As I had been trying to cancel the service, this was particularly irritating, as they continued to charge me. Thankfully, I eventually discovered that I had been paying through PayPal, so managed to cancel payment through them. However, I had been charged for months with increasing frustration. Being locked out and unable to use the service paid for, and especially being unable to cancel the service is infuriating. If this is accidental, it is profoundly sloppy, and if deliberate, verges on fraud.
Business response
11/22/2021
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 Service
Initial Complaint
11/16/2021
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.
I am complaining about paramount plus because they ****. Everyday I have issues with streaming snd crashing. Ive tried to talk to someone but I get no responses. This is absurd. i am very frustrating to pay for a service that NEVER WORKS OR ANSWERS THE ***** I want my issue resolved this company doesnt know how to do anything.
Business response
11/17/2021
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
11/15/2021
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.
I signed up dor a 7day free trial and was charged ***** the same day. I called customer service and said cause it was changed within 5 min to a different package it charged me. I canceled the subscription the next when i saw i was charged within the 1st day of the 7day free trial.
Business response
11/16/2021
Dear *********,

Thank you for reaching out to us about the issue you encountered with your free trial. 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 $11.33. 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
11/12/2021
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.
On November 9, 2021 I redeemed a promotion from ******** for a free 1-Year Paramount+ Streaming Membership w/ Ad Support. I did this by redeeming a code provided by ********. Today, I discovered that Paramount+ has charged me $49.99 for this service on November 10, 2021. This is fraudulent. I would like my money back, and my account switched to the free 1-Year Paramount+ Streaming Membership w/ Ad Support using the promotion code provided by ********.
Business response
11/15/2021
Dear Ashish,

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
11/18/2021

Complaint: 16140624

I am rejecting this response because: Paramount has not contacted me as they stated in their email.

Sincerely,

***************************
Business response
11/28/2021
Dear Ashish,

Thank you for reaching out to us about the issue you encountered with your account. We looked up your case and saw that our customer service team responded to your email on 11/23 and a refund in the amount of $49.99 was issued. Please allow 7 to 10 days for processing to your financial institution. Weve also canceled your subscription, and a confirmation email has been sent. If you have any further 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.

Regards,
Paramount+ ****************
Initial Complaint
11/09/2021
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.
I purchase paramount plus for local service on my fire tv stick . I received the subscription but the streaming went to the wrong city. Im in *********** not ***********, **. It took a month to fix it. Now few months later I am having the same problem. When it was CBS Acess if you had a problem, they will repair it while you are on the phone. I reported the problem Monday morning after holding on for ten minute to talk to someone.
Business response
11/11/2021
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 Service
Initial Complaint
11/08/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company purports to provide a live streaming service, and their parent company has exclusive rights to Champions League (a very popular European soccer tournament). It is exclusively for the purpose of watching Champions League matches that I subscribe to this service. However, their technical and/or bandwidth capacities are clearly not currently up to the task of reliably streaming this content. On an inexcusably high percentage of match days, their streaming service has total outages, so that I and their entire subscriber base are unable to use their service during live matches (for which they have exclusive English-language streaming rights in the ****). I have contacted their customer service related to their reliability issues and outages and requested compensation (by way of, at a minimum, a partial refund of past service, as well as service going forward until such time as they can reliably deliver the service they purport to during live matches). On one or two such occasions, their customer service never responded (which is, frankly, shocking for any company, and especially one that is as large as CBS). On the most recent occasion (which I initiated October 19), I received a response after a couple exchanges asking to verify my account details so that they could close my account with them. This was not what I requested, and upon replying to clarify this, they reverted to their previous practice of not responding at all and completely ignoring me. I pressed for a further response yet again on October 31, noting that my next step if they continued to ignore me would be to submit a complaint through the BBB. They continued not to respond.
Business response
11/15/2021
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 for the last two months in the amount of $19.98. 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
Customer response
11/16/2021
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,

*********************

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