ComplaintsforPhotobucket.com, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Photobucket is constantly spamming me with emails. I have not used their site in more than 10 years and I have never had a paid account. They keep devising ways to bypass spam filters both in Gmail and Outlook. I had tried to unsubscribe several times last year which probably caused them to spam more. Earlier this year I had no emails now for the past few months I am getting emails daily. I have reached the limit of the rules I can generate in Outlook trying to block and/or delete emails from Photobucket.I do not ever and will not ever use any of the services this company provides. I want my email address permanently removed from their data storage so I am never contacted again.

  Business response

  07/16/2024

  Hello there,
  
  Thank you for your concern.
  
  The customer cannot unsubscribe to these emails as this is regarding their account status. Once the account has an active subscription, the notifications will stop. If the customer would like to be remove from all emailing lists, they will need to delete their account.
  
  Please have the customer sign into their account and click on this link to delete their account:
  *************************************************************************;
  
  They will need to click through all the confirmation pages in order to delete the account. 
  
  If the customer has any further concerns, please have them contact us.
  
  Thank you.

  Customer response

  07/16/2024

   
  Complaint: 21981173
  
  I am rejecting this response because: the statement saying I cannot unsubscribe from emails because my account is not active is absolutely unacceptable. The spam emails say my account will be deleted if I do not respond, so that is a blatant lie. As I do not have any of my log in info for this account I want Photobucket to delete my account and permanently remove my email address from their systems. I authorize Photobucket to do so.
  
  Sincerely,
  
  ***************************

  Business response

  07/23/2024

  Hi there,
  
  Thank you for your response. In order for us to delete the account, the customer will need to verify the information in this FAQ:
  ***************************************************************************************
  
  The customer can also delete their account through our self-deletion flow if they choose not to verify their information.
  
  If they would rather delete their account themselves, please have the customer sign into their account and then click on this link:
  *************************************************************************;
  
  Please ensure to click through all of the confirmation pages to complete the process. They will receive one automated confirmation to the account email address on file when they've queued their account for deletion, and another one when the deletion is complete, which may take up to 30 days.
  
  Thank you.

  Customer response

  07/23/2024

   
  Complaint: 21981173
  
  I am rejecting this response because: I do not have an account according to Photobucket's log in system. See the attached screenshot. I want Photobucket to immediately delete my email address ******************* from their data. I am not going to waste more time with this company who has been spamming me non stop when I haven't had an account with them for several years now.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Photobucket for their recent policy change, which has restricted access to photos and videos stored under a previously free account and now demands payment for access.I was a user of Photobucket for several years, during which time I have stored a substantial number of photos and videos on their platform. When I initially signed up for Photobucket, it was under the premise that I would have free access to my stored content. However, Photobucket has now implemented a policy that restricts access to my content unless I pay a subscription fee. This change was made without proper notification and has caused significant inconvenience and distress.Photobucket did not provide adequate notification or warning about the policy change. Users were not given a reasonable amount of time to download or move their content before the new payment requirement was enforced.The initial agreement when signing up for a Photobucket account was that users would have free access to their stored content. This sudden policy change constitutes a breach of trust between Photobucket and its users.Demanding payment to access content that was originally stored under a free account is unreasonable and unfair. Many users, including myself, relied on Photobuckets promise of free storage and now find ourselves locked out of our own content.Efforts to contact Photobuckets customer support regarding this issue have been met with unsatisfactory responses, with no resolution offered.I request that Photobucket immediately restore free access to the photos and videos stored under my account. Alternatively, Photobucket should provide a reasonable timeframe for users to download their content without imposing a subscription fee. Furthermore, I request that Photobucket improve its communication and customer support practices to ensure that users are adequately informed of any significant policy changes in the future.Thank you for your assistance.

  Business response

  07/11/2024

  Hi there,
  
  Thanks for your concern.
  
  Our Terms of Use has changed and it states:
  
  "The Services may change without notice or liability to you. Photobucket retains the right to create limits on the use of the Services at its sole discretion, with or without notice."
  
  The customer may review this and other changes to our Terms of Use by referring this link:
  *****************************************************
  
  We have been contacting our free legacy users for a few years now. We are providing the opportunity to reactivate accounts, recover images, and decide to either continue with a paid account or remove the account from our system.
  
  If the user has any other concerns, please have them contact us.
  
  Thank you.

  Customer response

  07/11/2024

   
  Complaint: 21960515
  
  I am rejecting this response because:
  

  They are locking anything that was freely stored on their server behind a pay wall. 
  

  I do not know the content that is there.

  I as a **************** member have been deployed for 2.5 years over the last 3 years and any notion that their notices, which resemble spam phishing, were sufficient is ludicrous.

  This Bussiness practice on their part is unethical and sleazy. 
  

  I insist they allow access so I may view what is stored and backup what I want to my own system and without being locked behind a pay wall.

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

  Business response

  07/16/2024

  Hi there,
  
  Thank you for your reply.
  
  The customer can start a free trial. Please have them open an Incognito or Private browser and then click on this link:
  *******************************************
  
  If there are any further concerns, please have them contact us.
  
  Thank you.
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Long time ago, my account got banned because the app auto upload pics. Not to long ago, they started messaging me about my account and how it was going to be deactivated soon.I was ask to change my password and update things. However, I still couldn't use my account and it ask for payments.

  Business response

  07/11/2024

  Hi there,
  
  Thanks for your concern. 
  
  We reviewed the account, and this customer was banned in 2011 for violating our Terms of Use. Since the account has been banned, this is why the customer hasn't been able to log into this account. This customer has been removed from all of our emailing lists, so moving forward they will no longer be contacted regarding this account.
  
  If the customer has any further questions or concerns regarding this account, please have them contact us.
  
  Thank you.

  Customer response

  07/11/2024

   
  Complaint: 21956361
  
  I am rejecting this response because: It was the lack of not having a way to turn off auto upload that got me banned.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email saying my account was deactivated. I made this account when the service was free, but couldn't remember if I had any files in it. After repeatedly getting looped around and around on their glitchy website with a payment gateway that kept refreshing when I tried to pay (at this point still not even sure if I had files in the account, since I couldn't access without signing up for their paid services), and being told I wasn't logged in when I had just logged in, I finally was able to access a page to sign up for a free trial by Googling it. I signed up for the free trial, entering my cc information, only to find I had no photos. At this point, I am now trying to cancel my free trial so I don't get charged the subscription fee at the end. From my account, I went to the settings, clicked cancel, it requires you to confirm 2 or 3 times, but on the final confirmation it suddenly says I'm not logged in. When I go look at my settings again, it shows that my trial is still going so my card will be charged at the end. Clearly, I was logged in since that's how I got to the cancelation page. Their AI chat bot "live agent" that they advertise can't understand basic requests, either. It sent me to a deactivation page that doesn't exist (404 error) and then to a page that instructs me to do what I just did, which then leads to the site saying I'm not logged in. This is the link the chat bot sent me, which is exactly what I did: *****************************************************************************************************************

  Business response

  06/10/2024

  Hi there,
  
  Thanks for your concern. I checked the customer's account and found they cancelled their free trial on June 7, 2024. If the customer tries to cancel the trial when it already has been cancelled, then they will receive error messages.
  
  They will need to contact our payment processor, Paddle, in order to have their payment information removed.
  
  Their account has been queued for deletion as of June 10, 2024. It can take up to 30 days for the account.
  
  If the customer has any further questions or concerns, please have them contact us.
  
  Thank you.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Terms of agreement were changed and I was never notified. I cannot access my photos, unless I subscribe - which they do not offer a secure payment portal. I have not heard from Photobucket in the last few months, no warning or otherwise. Or I would've happily downloaded my photos. Now they're holding my photos hostage. Some of which are for my sister's family, who lost all their memories/photos in a house fire.

  Business response

  06/03/2024

  Hello there,
  
  Thanks for your concern. We have emailed the customer directly with instructions on how to begin the free trial. Please have them check their email and respond to it if there is further assistance needed.
  
  Thank you.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent an email indicating that my account 'was about to be deactivated' and I needed to login.Upon logging in 3 minutes later, it says I am all ready deactivated and I need to pay to get my account back. So this was a lie.

  Business response

  05/31/2024

  Hello,
  
  Thanks for your concern. We have contacted the customer and provided them information on how to start our free trial evaluation. Please have them check their email, including their Spam folder, and respond to ticket number 6555374 if they need further assistance with accessing their images.

  Thank you.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have cancelled my account recently, however they still are charging me, after my cancellation and deletion of my account. They were charging my credit card and somehow have moved onto latch onto my Paypal, like parasites. I want my refund ASAP. I have found that I have had to cancel AGAIN as somehow they kept my account up and going. These practices are nothing short of dishonest and fraudulent.

  Business response

  03/28/2024

  Hi there,

  Thanks for your concern. We have reached out to the customer and please have them view their ticket number 6336604 so we can better assist them.

  Thank you.

  Customer response

  03/28/2024

   
  Complaint: 21486190
  
  I am rejecting this response because:

  Whatever ticket mentioned here doesn't exist, likewise with an ethical business model or website. 

  The website is so poorly designed that I cannot delete my payment method, or find aforementioned ticket. 

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

  Business response

  04/04/2024

  Hello there,
  
  Thanks for your response. Since the customer is using a Hotmail adddress, there is a chance that their email address is blocking our communication. Please advise the customer to check their Junk folder. The customer can also log into their account through our *********** and see their ticket.
  
  With the nature of their request, we will need to have them respond to our ticket.
  
  Thank you.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Photobucket sent me several messages saying that my account was canceled and that I would need to pay to gain access to my photos. I did so. 3 days later I discovered a link on their help page stating that canceled accounts are eligible for 1 week free trial in order to download. I sent a message asking for a refund. They stated that I couldn't get one since it was more than 48 hours past subscription. I send a screenshot of the email showing that they didn't mention the free trial, and was still denied. I escalated to a supervisor and was still denied, saying they didn't have the power to refund and were not responsible for notifying people about the trial. I would like my $5.00 refunded and would like Photobucket to inform account holders of their options. I wonder how much money they have charged people for something they are offering for free?

  Business response

  03/15/2024

  Hi there,
  
  Thank you for your concern. On March 11, 2024, the customer contacted our Member Engagement Team to ask for a refund for their subscription.
  
  While we do understand they found a link to our free trial evaluation after purchasing a subscription, our Terms of Use state that a refund request must be made within 48 hours. The customer's subscription was purchased on March 8, 2024 so their request was outside of our refund policy.
  
  We will not be issuing a refund because of this. The customer has full access to their images until April 8, 2024, as this is when their subscription will expire. Once the subscription expires, their account will become deactivated.
  
  Here are our Terms of Use if this customer would like to review them:
  *********************************************************
  
  Please have the customer contact our Member Engagement Team if they have any further concerns.
  
  Thank you.

  Customer response

  03/15/2024

   
  Complaint: 21418931
  
  I am rejecting this response because:

  The reason I was not able to request this refund within 48 hours of purchasing the subscription is that I was not made aware that a free trial was an option. Had Photobucket indicated that it was, I would never have purchased the subscription in the first place. Offering a free option but not mentioning it in an email telling customers that they must pay to access their own photos is deceptive. I only learned about the free trial because of coming across the information while searching their help documents for something else. The fact that this happened 3 days after purchase instead of 2 should not be relevant when asking for compensation for deceptive practices.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I obtained a Photobucket account to get all my old pictures. I got the subscription. When the month was up I went to cancel on their site like the instructions said. The page to cancel was unavailable for days. Once I was charged I reached out to customer service who cancelled my subscription on their end. The second they cancelled my subscription the original page I was trying to access was now available. They are unethically withholding that page to keep people locked in their memberships.

  Business response

  02/23/2024

  Hi there,
  
  Thanks for your concern.
  
  The screenshot provided does show that our billing processor wasn't loading as expected; however, not using a supported browser such as ****** Chrome can cause that issue. The native Android browser isn't a supported one so this can cause issues with the functionality of our site.
  
  However, we have cancelled the customer's subscription so they haven't been further charged.
  
  We do appreciate their concerns and feedback regarding our site. We are always actively working on providing the best experience for our customers. If the customer has any further concerns, please have them contact us directly at ***********************.
  
  Thank you.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My photos belong to me. I never gave Photobucket permission to take them. I opened my "free" account on Photobucket years ago and now I am getting email from them to pay money to have access to them. They are my personal photos. I should have an opportunity to see these photos & decide if I want to keep them & if I do, I would be inclined to pay their fee. I was never given the opportunity to decide before being forced to pay them.

  Business response

  02/14/2024

  Hi there,
  
  Thanks for your concern. We are offering a free trial and we are glad to help walk this customer through on how to start it. Please have them contact us at *********************** so we can help them with this.
  
  Thank you.

*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. ↩