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Business Profile

TV Program Distributors

Rakuten Viki

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in TV Program Distributors.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/23/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 February 9th while browsing Viki, a streaming service, I can see the website openly advertising an upgrade to the service that they offer. When I attempt to upgrade my package, I notice no changes are made to my account and I reach out to their customer service ticketing service. They tell me that I selected being billed yearly, rather than an upgrade in service and that I need to go back and make the necessary changes. However,I have tried for a few weeks now and their platform does not offer that service to US clients, from what it looks like. The customer representative told me as much in their response. Viki is misleading their customers into thinking they are offering service package upgrade that arent actually available. In addition, when customer service is contact we are referenced to purchase a service that isnt available. I understand that my purchase was made in error, but I dont even have the option to rectify the mistake because this business falsely claims they offer the service I actually want.

    Business Response

    Date: 02/25/2025

    Hi there, were truly sorry that you are facing these issues and we know that it can be frustrating. 

    Our support team will be reaching out to you on the original ticket you have raised on Feb 17th, 2025 under Ticket 1932216 to clarify your concern. If you dont have access to the message, you can also contact us through our ************ ****************************************************************************

    We appreciate your patience and understanding while we're looking into this matter.


  • Initial Complaint

    Date:11/18/2024

    Type:Billing Issues
    Status:
    Answered
    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 am writing to formally lodge a complaint regarding an ongoing recurring charge that I was completely unaware of. I did not consent to this recurring payment, and as evidenced by my account, I have not utilized the service in question.Furthermore, I have been dealing with a medical condition, which has prevented me from addressing this matter sooner. Given my disability, I request that you kindly review my case and assist me with the multi-month charges that have been applied to my account.I expect a prompt resolution to this issue and look forward to your cooperation in addressing my concerns.

    Business Response

    Date: 11/20/2024

    Hi there, were truly sorry that you are facing these issues and we know that it can be frustrating. 


    Our support team reached out to you on November 7, 2024 to help address your concern. Since you wish for us to review your refund request again, we've sent you another follow-up email. Kindly check the Inbox of the email address above. If you dont have access to the message, you can also contact us through our ************ ****************************************************************************

  • Initial Complaint

    Date:11/02/2024

    Type:Billing Issues
    Status:
    Resolved
    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 pay for their services with my credit card. They have saved my credit card information on their website. This is not safe. Their website does not have MFA security. They do not have the option to remove your credit card information from their site. In the past when I requested that they do so, and they would without quesiton. Now they are telling me that they can't, and that they only way to remove my credit card information from their site is to delete my account. If I delete my account I have no wayy of confirming that the information has been removed. My subscription is less than a month (just over two weeks) old. If I have to delete my account, I should get a full refund, because they should not be holding my information on their site without my consent, and they should remove it at my request. All other vendors that I have had this issue with, do so without a problem. They are refusing to, and it is putting my credit card at risk.

    Business Response

    Date: 11/04/2024

    Hello, thank you for reaching out to ** and letting us know you experienced this issue. Our agents have notified us that this issue is currently being reviewed. We apologize for the inconvenience caused and will get back to you shortly. If you no longer have access to the message, you can also contact us through our *********** again: *************************************************************************************** you.

    Customer Answer

    Date: 11/07/2024

    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. However, what they are doing is wrong. They hold you card information without informing you. They do not have a mechanism for you to remove your card information, and their website is not secure. To say they only way to remove my credit card ino is to delete my account is so wrong. The website does not even have multifactor authentication making it easy to hack. Their practice is irresponsible and puts the consumer at risk, and they do not care. I deleted my account after I got my refund, but I have no way of verifying that my card information has actually been removed. There should be cybersecurity standards to which vendors must adhere to safeguard the consumer. 

    Sincerely,

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

  • Initial Complaint

    Date:10/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 no account with ************************** and have never heard of them except in being fraudulently charged 9.99/month on two consecutive cards, ***** of which was replaced for the same exact problem. Happened a few months ago, got card replaced and its happening again. You need better fraud prevention at your company. I never even use this card except for occasional atm withdrawals.

    Business Response

    Date: 10/29/2024

    Hi there, were truly sorry that you are facing these issues and we know that it can be frustrating. 


    Our support team reached out to you on October 29th, 2024 to help address your concern. Please reply to the message via email with any requested details to help us resolve the situation for you. If you dont have access to the message, you can also contact us through our ************ ****************************************************************************


  • Initial Complaint

    Date:03/21/2024

    Type:Billing Issues
    Status:
    Answered
    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 never signed up for. I don't know how they got my credit card. The last amount was showing for March 21, 2024 cc ending 4908.No phone number goes through to contact the business. I already canceled the card with the bank last month because of this fraud. And, now the same $9.99 charge appears on my new credit card. I have no idea how they got the new card number. Help!

    Business Response

    Date: 03/27/2024

    Hello, thank you for reaching out to us and letting us know you experienced this billing issue. Our agents have notified us that this case is now resolved for you. We apologize for the inconvenience caused, and feel free to write back to us if you have any further concerns. Thank you.

  • Initial Complaint

    Date:01/04/2024

    Type:Product Issues
    Status:
    Answered
    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 requested a cancelation of my auto subscription renewal on Nov 30, 2023 (request *******), but was billed $99.99 on Dec 30, 2023. I requested a refund (request *******) on Jan 3, **** and they replied that they don't refund.

    Business Response

    Date: 04/14/2024

    Hello, thank you for reaching out to us and letting us know you experienced this billing issue. Our agents have notified us that this issue is now resolved for you. We apologize for the delayed response and inconvenience caused, and we hope to do better in the future. If you still need further assistance, you can contact us through our ************ watch.viki.com/UserSupport. Thank you.

  • Initial Complaint

    Date:10/01/2023

    Type:Product Issues
    Status:
    Answered
    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 dont have an account yet yall have charged me 4 times (four months)Get ready for 4 bank disputes! If there was a data breach, then let customers know!! HOW DID YALL GET MY CREDIT CARD INFO IF IVE NEVRR USED YOUR SERVICE!?AGAIN I DONT HAVE AN ACCOUNT, SO WHY ARE YALL CHARGING ME FOR A SUBSCRIPTION?I have the screenshots and i hope yall get shut down for stealing my information.

    Business Response

    Date: 04/14/2024

    Hi there, were truly sorry for the delayed response to your complaint and that you were facing these issues. If you have already submitted a ticket to our ************ we hope that our team has helped to address your concern. If you have not yet requested assistance and still need some help, please reach out to us at watch.viki.com/BillingSupport, and one of our support members will get in touch with you. Thank you.

Rakuten Viki is NOT a BBB Accredited Business.

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