Complaints

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:02/26/2024

  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.

  Signed up for 1 month of service. Used one of their gift cards to sign up and pay so I didn't have to give them my bank account info. Was only given 19 days of service. Now they're trying to not provide the month of service I have already paid for. This business is a fraud hiding under the guise of a streaming service. I was given a promo price of $20 for my first month of service and paid with one of their company gift cards. After 19 days my service was shut off for no reason. The excuse given is that their system should not have given me the 1 month of service because I used a gift card to pay instead of my bank account info. So I was provided FALSE information with FALSE promises of 1 month of service. Which, after I agreed to the 1 month of service, they reneged on. As far as I am concerned, I was lied to with false advertising, false claims of services provided and robbed of my money.

  Business Response

  Date: 03/01/2024

  February 28, 2024
  
  
  
  ***************************
  *********************
  **********, ** 02895
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On February 26, 2024, we received your complaint, dated February 26, 2024, filed with the Better Business Bureau.
  
  You stated that you signed up for a month of service and used a gift card for payment. You mentioned that you were given a promotion for your first month making it only $20.00. You indicated that after 19 days your service was shut off.  You requested a billing adjustment.
  
  Sling gift cards cannot be used for redemption or payment of Sling promotional offers. The gift card is single use only and the entire value is credited upon redemption. For more information on gift cards, please visit ******************************************************************************************************;
  
  A review of your account reflects that your $25.00 gift card paid for service from February 5, 2024, through February 22, 2024. As the gift card cannot be applied towards promotions and it did not cover the amount for a full month of service, you were not provided the full month. Please note that your account was signed up under a normal monthly plan, and not a promotional offer as indicated.
  
  We decline your request for a billing adjustment.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive ********************************************* L.L.C. 
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:02/25/2024

  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.

  I was billed for services I didn't request, utilize or ever want. The billing has been done since Dec without my knowledge. I'm a senior on Senior Security and can't afford this service! I cancelled the minute I realized I was billed today, and asked for the refund of my money and they said NO! The service will continue to March 24 I'm told, but I don't know how to use nor do I want to!! Now I want everything they ever billed me back since this is a service I didn't request or use

  Business Response

  Date: 02/28/2024

  February 27, 2024
  
  
  
  ***************************************
  14400 ***************
  *****, ** 30180
  
  Re:          BBB Complaint #********
                  ************
  
  Dear **********************:
  
  On February 26, 2024, we received your complaint, dated February 25, 2024, filed with the Better Business Bureau.
  
  You said we billed you for services you did not request or use. You contacted us to cancel and your refund request was refused. You want a refund for everything that has been billed.
  
  Sling TV's no-refund policy states that refunds are not provided for prepaid or partial months of service; nevertheless, I canceled the service immediately, removed the link to your **** card and processed a refund of $100.00 as an exception. Please allow up to ten business days for processing.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

• Initial Complaint

  Date:02/25/2024

  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.

  Sling TV is selling packages that cost extra for watching local sports knowing that the service does not work in that area. In my case I live in the suburbs of ******* but I have been blocked from watching my local teams play all year. Despite asking them to cancel the service and refund me they choose to gas light their users and say there is nothing that can be done instead of investigating the clear failure of their service.

  Business Response

  Date: 03/01/2024

  February 28, 2024
  
  
  
  ****************
  *******, ** 60053
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ************* February 26, 2024, we received your complaint, dated February 25, 2024, filed with the Better Business Bureau.
  
  You stated that Sling TV is selling packages that cost extra to watch local sports. You indicated that you live in ******* and you have been blocked from viewing your local teams play. You requested to cancel your account and receive a refund, but your refund request was denied. You asked for a refund.
  
  Many local sports games are broadcast on local channels. The Sling TV website states that local channels are available in select markets.The website has a ZIP code-based search to allow you to determine whether locals are available in your area prior to signing up. Our website also includes a list of upcoming games available on Sling TV, listing the channel package required to view the broadcast.
  
  While your frustrations with blackout restrictions are certainly understood, we urge you to understand that Sling TV does not determine these stipulations. Blackouts are based on the following conditions:
  
  Non-sellout events - If a game is not a sellout, the area surrounding the stadium (approximately ***** mile radius) is likely to be blacked out for that event.
  National vs. Local Broadcast Rights - A programmer may have the National Broadcast Rights for an event, while another programmer may have the Local Broadcast Rights. The National Broadcast of the event will be blacked out in an area to protect the Local Broadcaster's Rights.
  Restrictions on Regional Sports Networks - The broadcast of pro games and some college games is restricted to a local area, popularly referred to as the Team's Home Territory. Viewers outside this territory are required to be blacked out. If you subscribe to a Regional Sports Network and you do not live within their Professional Sports Broadcasting Home Territory, you will not see their professional games.
  
  I hope this helps to explain the blackout restrictions that you have experienced. Please accept our apologies for the inconvenience and confusion caused by this issue.
  
  Sling TV's no-refund policy states that programming fees are charged monthly in advance and no credits or refunds are provided for prepaid or partial months of service, and if canceled, service will remain active until your renewal date.
  
  A review of your account reflects that since you were last charged on February 20, 2024, you have used 2 hours and 31 minutes of our service.Your account is currently set to cancel on March 20, 2024.
  
  We decline your request for a refund.
  
  Sincerely,
  
  
  
  
  *********************************
  ************* Case Manager
  Executive ********************************************* L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

• Initial Complaint

  Date:02/25/2024

  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.

  I contacted Sling approximately two weeks ago and spoke with a customer service representative who falsely claimed that Sling "Blue" was able to provide access to live local sporting events through FOX and FS1. I decided on 2/24/2024 (around noon) to sign up due to a promotion for one month for $20.00. When we tried to watch the ***** vs ***************** basketball game broadcast locally through the Hartford Fox affiliate, we were dismayed to find that FS1 had a bowling tournament, and all other FOX stations were broadcasting other content. We could not watch what we purchased Sling to watch.I called Sling at approximately 7:45 PM and was informed that these sporting events were unavailable in my area. I asked that my subscription be canceled, and the associate assisted me with that cancelation. I asked for a refund and was informed that Sling doesn't provide refunds even if the customer is misinformed by a ********************** representative.We signed up with another service to watch the game. When I tried to log into "Sling," I was confronted with a notice that indicated that to access my account, I would have to provide updated payment information. Not only will Sling not act in good faith when they misinform customers, but they will also prohibit customers from accessing content that has already been paid for unless the consumer "resubscribes" and provides payment information.It's one thing to act in bad faith and refuse to honor a refund request when you have misinformed a consumer. It is another to penalize the consumer for unsubscribing by prohibiting them from accessing a service that they have already paid for.This is HIGHLY unscrupulous, and I hope that the BBB takes this kind of behavior seriously.I am seeking a full refund as I did not even get a full day of service, and the service that I purchased wasn't what was promised by a "Sling" representative.

  Business Response

  Date: 02/28/2024

  February 27, 2024
  
  
  
  *****************************
  *******************************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On February 26, 2024, we received your complaint, dated February 25, 2024, filed with the Better Business Bureau.
  
  You stated that you signed up for our service to watch sporting events, but found they were not available. You called to cancel the service and requested a refund. You were told that a refund was not possible, but you would have access to the service through the end of the billing period. You found that the service had been shut down completely and you were not able to access it. You requested to receive a refund.
  
  Our records show that the account was shut down immediately when it was canceled instead of being set to close at the end of the billing cycle. This caused the programming to cease immediately. We apologize for any inconvenience this may have caused.
  
  Sling TV's no-refund policy states that refunds are not provided for prepaid or partial months of service; nonetheless,I issued a refund of $21.27 as an exception. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 03/03/2024

   
  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. 
  
  *************************

• Initial Complaint

  Date:02/22/2024

  Type:Billing 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.

  For the past few months I have been getting charged for sling.......I do not have a sling account. I have checked my email address and I do not have any payment confirmation emails or any other emails stating that I have an active account with them.

  Business Response

  Date: 02/28/2024

  February 23, 2024
  
  
  
  *********************************
  ** 60560
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On February 23, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.
  
  You stated that you are being charged for service, but you do not have a Sling TV account. You requested a refund.
  
  We spoke by telephone on February 23, 2024. I located the account on which your payment card is being used. I removed the card and closed the account. As a courtesy, I refunded the last payment. As you are disputing the payments as fraudulent, I suggested that you report this fraud to the police and your financial institution.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21333425
  
  I am rejecting this response because: You are denying to do anything further about this case. You stated that services are as follows: you pay for a month you get a month and therefore you cannot issue any refunds. I stated to you that I understand how services work, however I did not receive any months and paid for a few months of service. My financial institution is no longer able to do anything for me as it has been past the dispute timeframe and I advised you of that during our phone conversation. Police stated there is nothing they can do about this as no crime was committed. I am again requesting a full refund. My next complaint will be an ethics complaint.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/13/2024

  March 13, 2024
  
  
  
  *********************************
  ** 60560
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On March 12, 2024, we received your rebuttal, dated March 12,2024, filed with the Better Business Bureau.
  
  You maintain that you are being charged for service, but you do not have an account. You requested a refund of all payments made on the account under email address **************************************.
  
  Sling TV's no-refund policy states that refunds are not provided for prepaid or partial months of service; nonetheless,I issued an additional refund of $210.00 as an exception. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

  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:02/22/2024

  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.

  This is a subscription streaming service, of which I have been a subscriber since June 2023. Earlier this month, I canceled my subscription on their website and at the time was given confirmation that it was canceled and that I had until 02/20/24 to use the service for the remainder of the monthly billing that was charged in January. Today, I saw a new charge for monthly billing and I received an email that I had "reactivated" my service, WHICH I DID NOT DO. I called customer service to find out why they billed me and reactivated my service, which again, I DID NOT DO, and to cancel my subscription AGAIN and request a refund. I was told that there was "viewing activity" from today and due to that, a refund could not be granted. I certainly DID NOT reactivate my service and certify as such, nor did I access the app to view any programming today, Feb. 22nd, 2024. I only logged into the application AFTER the charge to my bank account was received from them. This is crazy. I NEVER REACTIVATED MY SERVICE, and I demand a refund. When I requested to speak to a supervisor I was told that one rep who answered the phone, who could do nothing to help, was the only person at the company that I was allowed to speak to.At best, this is really horrible customer service, and at worst, it is shady, deceptive business practices. I demand a refund of the monthly billing charge I DID NOT consent to.

  Business Response

  Date: 02/26/2024

  February 23, 2024
  
  
  
  Mr. ***********************
  ************************ Floor
  ******, ** 18642
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On February 23, 2024, we received your complaint, dated February 22, 2024, filed with the Better Business Bureau.
  
  You stated that you canceled your service in February 2024. You found that your payment card was charged again on February 22, 2024. You contacted Sling TV, but you were told a refund was not possible. You requested to receive a refund.
  
  Sling TV's no-refund policy states that refunds are not provided for prepaid or partial months of service; nevertheless, I issued a refund of $58.30 as an exception. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:02/21/2024

  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 cancelled my subscription with Sling in November 2023, they then activated my spouses past account and have charged us from Nov to feb until I caught the charges on credit card. I have no idea how this happened but they refused to credit back the charges and would not let me speak to anyone else about the matter. These are fraudulent charges

  Business Response

  Date: 02/26/2024

  
  February 22, 2024
  
  
  
  ***********************
  ***************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
  
  You stated that you canceled your service in November 2023,but you found your payment card was still being charged. When you contacted us about this, you were told a refund was not possible. You requested a refund.
  
  Our records indicate that your account under **************** was last active in December of 2022. The account under ******************* was activated on September 30, 2023. We have no record of a cancellation of this account in November 2023, but it is now canceled.
  
  It is each consumers responsibility to monitor their own financial accounts to ensure they are being billed correctly. Sling TV is therefore,not responsible for this issue. In addition, our no-refund policy states that refunds are not provided for prepaid or partial months of service;nevertheless, I issued a $55.00 refund as an exception. Please allow seven to ten business days for processing.
  
  Sincerely,
  
  
  
  *************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair 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.

  Purchased a football package that should have ended in January. There was a hidden auto renew in the contract and when I tried to get refunded for a month I wasn't using it and was unauthorized by me, I was told they don't issue refunds.

  Business Response

  Date: 02/22/2024

  February 21, ****
  
  
  
  *******************************
  123 *********.
  ***********, ** 61611
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On February 21, ****, we received your complaint, dated February 20, ****, filed with the Better Business Bureau.
  
  You stated that you purchased a football package that should have ended in January ****. You mentioned that it automatically renewed and customer service has denied you a refund.
  
  Sling TV's no-refund policy states that programming fees are charged monthly in advance and no credits or refunds are provided for prepaid or partial months of service, and if canceled, service will remain active until your renewal date.
  
  A review of your account reflects that you signed up under a five-month promotion on September 10, 2023. You were advised that if the account was not canceled prior to February 10, ****, you would continue to be charged monthly. As you did not cancel your account until February 20, ****,you were charged for the next month on February 10, ****.
  
  As there has been no usage since February 10, ****, we made an exception to provide a refund of $51.00. Please note that the account will be canceled effective immediately.
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive ********************************************* L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 02/22/2024

   
  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:02/19/2024

  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.

  On February 15th, I looked up TV providers to watch the ******* 500 (and the rest of the ****** season) race on. Sling, was my choice, as they offered FS1 which is what the channel the race was to be shown on. They were advertising, that they were going to show the ******* 500. The race was delayed 1 day due to weather, and moved from FS1 to Fox, and Sling has many Fox channels, so I didn't think much of it. I log on today, February 19th (race day), and the live showing of the ******* 500 is no where to be seen. I called, and the customer service explained that it's being shown on "Fox Local", which apparently, I don't have access to? I download the Fox Sports app, and I have been watching the race for free. Absolutely free. I reach back out to customer support to cancel my service and request a refund, due to Sling TV's failure to stream the race that they were offering mere day's before. I purchased the service, to watch ******. They failed to show the single largest ****** race of the year, the one that probably matters more than any other. I got on chat with "Yusoph", and explained my issue, and before I could respond to him when he asked a question, he ended the chat. I had to get back on chat, again, and I got "*****", employee ID "HEV". I explained this issue, and requested to cancel my service and to be issued a refund. He denied. I even said if it needed to be prorated that's fine. He still denied. I've had the service for 4 days, and they failed to deliver the one service I purchased it for, which I would have continued to purchase so long as the service worked. Sling Failed. I'm not asking for a lot. I simply want a refund for Sling's failure to stream the ******* 500, widely considered the superbowl of ******* A massive failure, on their part, and the fact that NOTHING was offered to remediate their failure... no refund... not even a credit, is unacceptable and insulting.

  Business Response

  Date: 02/22/2024

  February 20, ****
  
  
  
  Mr. ***************************
  ************************
  ********, ** 44260
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On February 20, ****, we received your complaint, dated February 19, ****, filed with the Better Business Bureau.
  
  You said you ordered Sling TV to watch the ******* 500 on FS1; however, the race was delayed due to heavy rain and did not run until the following day. Additionally, the broadcast was moved to your local Fox station,which is not available. You indicated that you contacted us to cancel your service, and we refused to issue a refund.
  
  When we spoke on February 20, ****, I informed you that Sling TV simply provides access to programmingwe do not control content. In addition, it is normally a non-refundable prepaid TV service. However, under the circumstances, I canceled your service effective immediately and I submitted a $74.90 refund; please allow up to ten business days for processing and delivery.
  
  We regret any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive ********************************************** L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *****************************

  Customer Answer

  Date: 02/22/2024

   
  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. ***** was incredibly professional and understanding that it was a rare situation that warranted a cancellation and full refund, even though yes, it was outside of their control. I just didn't, and still don't believe that the price I paid was fair for how easily such a minor change in schedule affected my ability to watch the most popular ****** race of the year. 
  
  I never would have went to BBB if Slings customer service (*****) would have been a bit nicer and as understanding as ***** was and offered a solution that addressed my concerns. It's because of *****'s humanity and willingness to make things right, processing my refund, that I am accepting of the response and will happily close the issue. 

   

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

• Initial Complaint

  Date:02/19/2024

  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.

  On January 20, 2024, I signed up for a free trial of Sling TV. The website said they carried the 49ers game, which we wanted to watch. However, after signing up, we discovered it did not carry the game in our area. I immediately canceled my subscription (on January 20) and received an email acknowledging the cancellation. I noticed there was a $30 charge on my credit card and assumed within the month I would receive a credit. I did not. On Feb 16 I had an online chat with Sling and was told I would not get a refund; that my subscription was prepaid. I told the chat person I signed up for a free trial. He said I didn't, but I did and was careful to check when I signed up that it was a free trial. Next I called Sling and spoke with an agent who told me that I had a prepaid subscription. I offered to send her the emails that I had. She said no. I asked to speak with a supervisor and was told there was no one there. She gave me an email that appears to be fake and said she could not send me an email confirming our conversation; that she has no access to email. I did not use the service; I canceled it the same day that I signed up; I want a refund.

  Customer Answer

  Date: 02/20/2024

  The attached email just arrived today. Further proof that I had signed up for a free trial and should not have been charged $30.

  Business Response

  Date: 02/22/2024

  February 20, 2024
  
  
  
  *******************************
  313 *******************.
  *****, ** 95003
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On February 19, 2024, we received your complaint, dated February 19, 2024, filed with the Better Business Bureau.
  
  You stated that you signed up under a free trial to watch an *** game. You mentioned that when you realized the game was not available, you immediately canceled your account. You indicated you were still charged and customer service refused to provide a refund. You requested a refund.
  
  We were not offering a free trial at that time through our website. A review of your account reflects that you signed up under our one-month stair-step offer, which gave you half-off your first month.
  
  Sling TV's no-refund policy states that programming fees are charged monthly in advance and no credits or refunds are provided for prepaid or partial months of service, and if canceled, service will remain active until your renewal date.
  
  In the interest of customer service, your account has been disconnected effective immediately and a full refund provided. 
  
  Sincerely,
  
  
  
  *********************************
  ************* Case Manager
  Executive ********************************************* L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************;

  Customer Answer

  Date: 03/01/2024

  I am pleased that the credit I requested was finally given. However, I am not pleased that SlingTV denies that I had a free trial in their response. It is clear from the attached screenshot of an email that I received on Feb 20 from SlingTV that I had signed up for a free trial. In their own words, they said: "Were sad to see you go. This email confirms youve successfully canceled your Sling TV subscription. Please note that cancellation of your free trial has taken immediate effect, and you now have been downgraded to Sling Freestream." Clearly there is some confusion at SlingTV as to what was offered on their website.