Business Profile

TV Stations

Frndly TV, Inc

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Complaints

This profile includes complaints for Frndly TV, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

76 total complaints in the last 3 years.
12 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.

Initial Complaint
Date:06/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 very disappointed with the practices of the company. They offered a free 7 day subscription and then charged the card associated with the account. The free subscription was not canceled, but then they charged me for an annual plan, not a monthly plan. When I attempted to cancel this annual plan they told me that I selected it and can't refund me for $15 as that is a processing fee for annual plans. I never chose the free account to be turned into an annual plan. It should have been turned into a monthly plan. The language the representative - **** - used was even deceptive in that he would switch me to a monthly plan that would expire at the end of the month. Then after trying to work through that process he said I would have to cancel the monthly plan so it didn't auto-renew. I'm very disappointed with the deceptive practices of this company.
Business Response
Date: 06/18/2024
Hi Better,
Hi ******,

I am sincerely sorry to hear that you've felt mislead by our customer support team.

From what you've shared, I can confirm that anytime an Annual plan is canceled, if a refund is applicable, there is also a $15 processing fee deducted in all instances. If you were looking to change your plan from an Annual to a Monthly billed account, there is no processing fee.

I was unable to locate your account based on the information you've provided within this BBB case, but we would love to review what happened. Could you please follow back up with the email associated with your Frndly TV account?

Thank you for your feedback. We look forward to addressing this further for you.

Thank you,
Frndly TV
Initial Complaint
Date:05/28/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Frndly TV CS will not delete my CC off my account and they will not delete my account and state they cannot and that they have a right to keep my information, that is a lie. My CC information does not need to be on their website and I want it off and I want my account closed immediately OR ELSE. I will not use this company because they charge $10.00 monthly plus tax and its only 720p, this is garbage and they should disclose this.
Business Response
Date: 06/06/2024
Hi *******,

Thank you for connecting with our team via BBB. I am happy to ensure we are able to resolve these issues for you.

I am sorry that our 720p high-definition (HD) display standard was not up to your liking. Frndly TV is adamant about allowing every person to test our Frndly TV for 7 days before being charged to ensure that you would like to continue on with the service before being charged.

I can see that you signed up for Frndly TV on May 28, 2024 and cancelled 2.5 hours later. Because you cancelled, you were not charged after your Free Trial. This is reinforced in our *********** per our Cancel Subscription page, "By canceling, you are choosing to stop the auto-renew on your subscription. Continue enjoying Frndly TV for any remaining time on your monthly or annual subscription." You can also verify that you were not charged by accessing your account Settings, in the same place you cancelled, under Transaction History. Here you will see that you only received a Free Trial.

In efforts of addressing Frndly TV keeping your form of payment on file, our team honestly explained that it is in our right to keep your form of payment on file. Although your account had been cancelled from auto-renewing, your Free Trial was still active and our team was unable to remove your form of payment at the time of the request. I understand your frustration and recognize your desire to remove this form of payment. I have since deactivate your Free Trial and removed your form of payment. You can also confirm this in your account Settings.

Moving forward, our team is happy to answer any additional questions via BBB or our Customer Support Team, ************************************************************. I ask that you refrain from using profanity moving forward or else our team will be unable to help you further.

Thank you,
Frndly TV
Initial Complaint
Date:03/03/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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 was charged an annual fee of $95.99 I did not authorize on Roku. I had signed up for a monthly subscription, not annual and did not agree to this charge on 1/24/24. This is not a legitimate business practice. I filed a complaint with Roku and BBB and nothing happened. Im upset your business operates this way.
Business Response
Date: 03/06/2024
Hi *****,

We are sorry to hear you have received an unexpected charge to your account for **********************.

When signing up through your Roku device, the plan selection displays annual subscriptions upfront and would have to be switched to monthly before selecting a plan and payment information. The plan chosen shows that it is $7.99/month billed Annually. This particular plan is $9.99/month before taxes when paying monthly. Since an annual plan was selected, that is what you were billed for after the 7-day free trial expired.

If you would like, we can discuss options for a monthly plan. Please reach out to us at ********************************** for assistance.
Thank you,
Frndly TV
Customer Answer
Date: 03/09/2024

Complaint: 21379570

I am rejecting this response because:
It was not clear that I signed up for an annual membership. If you sign up for an annual membership, it should say the price for the annual cost you will be billed which it did not. I want a refund.
Sincerely,

*********************
Business Response
Date: 03/14/2024
Hi *****,

We understand that you selected an annual plan in error. We normally do not offer refunds, but we are able to make an exception and switch you to a monthly plan. Please contact us at ********************************** so we can explore your options.

Thank you,
Frndly TV
Customer Answer
Date: 03/14/2024

Complaint: 21379570

I am rejecting this response because:
I no longer want a monthly membership. I would like a refund please.
Sincerely,

*********************
Business Response
Date: 03/14/2024
Hi *****,

We are sorry that we were unable to come to a satisfactory resolution. Our offer to switch you to a monthly plan still stands, but we cannot offer a full refund for the reasons we have established. We wish you the best of luck moving forward.

Thank you,
Frndly TV
Customer Answer
Date: 03/21/2024

Complaint: 21379570

I am rejecting this response because:
The company is not advertising what they are charging customers. It is not a legitimate business practice. Other customers are complaining of the same complaint due to it also happening to them. The business needs to be accountable to their customers.
Sincerely,

*********************
Initial Complaint
Date:02/27/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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.
Catchy Comedy Channel is not working on Roku devices I keep getting this message Opps! Your Roku didn't keep up but this is the only channel it keeps happening on and I just started my service early this morning on 02-27-2024 and I can only watch using Roku so this is worthless if I can not watch this channel please refund my $7.99 as soon as possible please or give me one month free...
Business Response
Date: 02/29/2024
Hi there,

Thank you for reaching out to us here and through our official support channel. Using the information you've provided, we are actively working to resolve the error with Catchy Comedy on your Roku Express.

We believe this matter is limited, as we have not been contacted by another customer experiencing this specific error. In addition, you will still have access to all channels available on Frndly TV using methods other than that specific Roku.

If you would like to cancel to avoid being charged in the future, you may do so from our website FrndlyTV.com. We can provide assistance with this if you email us at **********************************.

However, due to the fact that you have created multiple accounts with us to take advantage of multiple free trials, we have made the decision to not offer a refund. We have found accounts under email addresses ******************, *******************, *********************, ********************, and ************************, which we have linked to your email address *****************.

If you have any other questions or would like our assistance, you can always email us at **********************************.
Customer Answer
Date: 02/29/2024

Complaint: 21354674

I am rejecting this response because: One big difference during the free trial period the channel in question was working on the Roku Express and
now it is not working just keep getting the same error message instead of getting the channel at issue here since signing up on Wednesday March 28th 2024.
I am also getting the same exact feedback from friends and family who also have a Roku Express with the same exact issue at hand here in this case...

Sincerely yours,

***** & *********************
Business Response
Date: 03/13/2024
Hi ***** and ******,

We are sorry to hear about your continued frustration. In our effort to resolve this error, our support team has reached back out to you via email to ask you test the channel on your Roku's Frndly TV app. We are confident that our team will be able to resolve this with your help.
Thank you,
Frndly TV
Customer Answer
Date: 03/14/2024

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.

Sincerely,

*******************
Initial Complaint
Date:01/31/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Friendly TV advertised live tv and look back. As this app in not Live for my time zone and does not have look back for the show I wanted , I asked for a refund. I was given a prorated one. I have not even subscribed a full month and didn't use it because of the deficits . I find this false advertising and also taking advantage of the elderly as customer support is trained not to give certain info, like the address of the company. Also, the mobile site insists refunds are easy, but there is no clear way to initiate a chat or the refund process. I took screenshots of the chat I was finally able to locate. I was promised a transcript but have not received one. I can send screenshots if needed but I assume FRNDLY has them.
Business Response
Date: 02/08/2024
Hi there,

First off, we are deeply sorry to hear that you had a negative experience while chatting with our support team. We have reviewed our chat with you to identify opportunities for improvement and will continue working with our agents to refine how we communicate certain situations.

However, we stand by our decision to refund you for the amount of $67.28. We are not required to issue refunds, but we can make exceptions in cases like yours with limited or no viewership.

This is a prorated refund for the remaining time on your plan minus a $15 processing fee. We pay our channel partners for your ability to access their content, and we cannot get that back if we end your plan early. The processing fee covers those costs.

We offer a free trial to every customer, which you redeemed when you created your account in April 2022, to give you an opportunity to determine whether our service meets your needs. You chose to resubscribe with an annual plan, instead of a monthly plan, after previously trying us out. This also contributed to our decision to not offer a further refund.

If you require any further clarification, please feel free to reach out to us here or at **********************************.

Thank you,
Frndly TV
Customer Answer
Date: 02/09/2024

Complaint: 21228165

I am rejecting this response because: your bad business should not come from my pocketbook. I unused free week a year and a half ago is a poor business excuse for denying a refund due to your business misleading me about both "live tv" and what shows could be watched at different times. That has NOTHING to do with an old trial, and you are a terrible example of a customer oriented business, I imagine this happens a great deal and that is why you resist so hard to keep money from dissatisfied people. It is a matter of integrity. I will seek satisfaction by pointing out the dangers of your business on other platforms.
Enjoy your 16 dollars.
**********
Initial Complaint
Date:01/21/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Hello I signed up for a 7 day free trial of the frndly tv service it expired I was going to renew for a month but instead the service renewed me for a full year I have emailed them 2 times and finally received a response yesterday Saturday, January 20,2024 that the refused a refund because I still had access to the service I only waited to contact them because my social security benefits are loaded onto a direct express debit card I'm a disabled veteran and I only receive $908 a month on social security.I'm really surprised that frndly tv which prides itself on quality family friendly program would take advantage of a customer.i will try and forward the email that I sent and the in return sent **** would never place on order for a full year for $119.88!! I'm willing to pay for a prorated amount of money for December 29 th to January *************************************************************************** addition to the unauthorized charge from frndly app I had 7 other unauthorized charges on my card totally almost $480 I'm working on the other charges also. I can't watch anything now because I couldn't afford to pay for my internet service,so I can't watch anything now.I simply ask for a refund.
Business Response
Date: 01/31/2024
Hi ****,
We are sorry to hear you received an unexpected charge for your Frndly TV service and will look into this for you.
After reviewing your information I do see that a refund has been issued on 1/24/24 for $95.38 and you should receive within 3-5 business days from that date.
If you have any further questions please let us know.
Thank you,
Frndly TV
Customer Answer
Date: 02/05/2024
Hello,
I have received communication directly from the frndly tv service that the are offering me a full refund for a years service minus a $15 transaction fee.
The also told me I had to contact Paypal which I also filled a complaint with I have done both and further contacting them just a full minutes ago.
So since I've accepted there offer I wish to drop my complaint.
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 signed up for a 7 day trial with Frndly TV and canceled it prior to the end of the trial. That all went fine. Now I want to cancel my profile and remove my credit card information, which they refuse to do and say that ********** is the only state in which they need to do this. I do not want them having my credit card information. I am not going to purchase anything else from them and they have no need for it.
Business Response
Date: 01/15/2024
Hi ********,

We are happy to look into the request to remove your payment information from your account.

I have looked at your account, and what we can do is remove the payment information. However, we cannot remove your account from our system; you can still log into the account and see everything but your payment information. If you reactivate in the future, you will be asked to enter new payment information.

If you have any other questions, please let us know.

Thank you,

Frndly TV
Initial Complaint
Date:01/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Charged me before could cancel. I canceled and now can't get money back.
Business Response
Date: 01/15/2024
Hi ****,

We are sorry to hear you decided to cancel your Frndly TV subscription and will gladly look into your request for a refund.

After reviewing your account, I see that you signed up for the 7-day free trial on the 3rd of January, which ended on the 10th of January. Once your free trial ends, you are billed automatically unless you cancel any time within those 7 days since the cancellation occurred after that time you were billed for the service.

Since you have not watched after being billed for the service, we can provide you with a prorated refund. However, since you do have an open dispute for the charge with PayPal we will need you to cancel that and reach back out to us so that we can then process that refund.

If you have any other questions, please let us know.

Thank you,
Frndly TV

Customer Answer
Date: 01/15/2024

Complaint: 21131401

I am rejecting this response because:

PAY ME $95.88 AND I CLOSE PAYPAL CASE..I NOT TRUST YOU AT ALL.

Sincerely,

***********************
Initial Complaint
Date:01/10/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
All that I want is to cancel my subscription and stop Frndly tv in from taking money out of my bank account. I cancelled my subscription through Roku where I made my payment in December 2023. January 6, **** they took a payment out. All I want is to cancel my subscription
Business Response
Date: 01/14/2024
Hi *******,
We are sorry to hear that you wish to cancel your subscription to Frndly TV. I do see that your account is currently active and scheduled to renew on 2/5/24. I located an email we sent you on Jan 7th, ****, providing instructions on canceling the subscription. Did you receive that email or encounter an issue while attempting to cancel the subscription?
Once this subscription has been cancelled, we can look into refunding your account for the most recent charge.
Please let us know once you have completed your
Thank you,
Frndly TV

Customer Answer
Date: 01/14/2024

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.

Sincerely,

***************************
Initial Complaint
Date:01/10/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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 purchased an annual subscription on 12/5/2023. I've watched probably 15+ movies. In every single one of these recordings the video froze at least 6 times, requiring backing out of the movie, then resuming. On 1/7/2024 I discussed my issues with them by email. I requested a prorated refund. They replied with a troubleshooting plan but no refund. I went through the steps they suggested, then retried watching a recording. I had the same stopping issues. I again asked for a prorated refund. They refused, and asked for video information about what was happening. I provided that information, and asked for a refund. They refused the refund and asked for further information and video trials of other features that I suggested didn't work either. At this point I gave up getting a refund and canceled the subscription. I think I deserve a refund for 10 months of unused annual plan because the service does not work as advertised. I should not be punished for trying to make the service work for a month before finally giving up.
Business Response
Date: 01/14/2024
Hi ******,
We are sorry to hear that you are having issues with watching Frndly TV and understand that you would like a refund for the service.
Thank you for working with our specialists, walking through troubleshooting, and providing videos of your issues. What I have done is provided you with a prorated refund of $85.14 for the service and you should see that refund in 3-5 business days.
If you have any other questions please feel free to to reach out.

Thank you,
Frndly TV

Customer Answer
Date: 01/14/2024

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.

Sincerely,

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

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Frndly TV, Inc is NOT a BBB Accredited Business.