ComplaintsforMajor League Baseball

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Recently I was billed for a renewal of my ***.TV Royals team subscription, for the 2024 baseball season. I had previously been a happy paid customer but decided to cancel this season as I dont believe Ill be able to watch as many games in seasons past.I was not provided with an email or other communication confirming that my account would be charged (I had received similar communications in years past). That being said my account was still charged $129.99 (the same amount as in seasons prior) this past Friday, March 1.The issue is that when I log in to my *** account via ********************** or the *** app, I am told that I do not have an active subscription.Further, I am not able to get in touch with a support agent either live via phone or via web chat in order to remedy the issue.To confirm I tried both calling and chatting during normal business hours (just before 10am et) using the directions on this page from *** ********************************************************************************************** Having no access to content that Im being charged for, with no notice and no way to cancel is unacceptable and its soured the opinion of a passionate baseball fan.

  Customer response

  03/06/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/6/23 I paid $129.99 for the Red Sox for the season. On 7/30/23 I saw an ad stating I can add the rest of the teams for $20. I did that, paid the $20 more for a total of $149.99. However, it automatically signed me up for Auto-Renewal and I did not have Auto-Renew on for a reason. So I read the instructions on the website and followed them, its said to cancel. Like every other streaming service, it should have cancelled the auto renew and given me access for the remainder of the season. It did not do that. IT CANCELLED MY ACCOUNT ENTIRELY! But it only refunded back the $20! So they took the $129.99 and did not provide the agreed upon service. This should be a Class Action because their website is very misleading and there actually is NO WAY TO TURN OFF AUTO RENEW ONLINE!! Every other streaming service you can. NOT MLBtv! After spending an HOUR on the phone, the rep said no Supervisors available and they'd call me back. Well you know they never actually do call back it's just their way of getting off the phone with you. So as it stands I'm missing the game, I'm out my money and my service. That's a technical flaw or a rip off scam, one or the other. I need my account restored for what I paid for, forget about the other teams since it's going to force me to auto renew and I don't want that. I just want what I paid for or my money back (prorated).

  Customer response

  08/07/2023

  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 and the matter has been resolved because they refunded the entire season amount (unnecessarily, not what I was asking for). However, they didn't read carefully because I wanted my account restored or the DIFFERENCE refunded that they owe me from their system being allowed to cancel like this. Like every other streaming service, ***TV should allow for a customer to cancel the Auto-Renew online. ***TV makes you CALL and you can never speak to anyone and if you do get a live person, they are unable to do much (outsourced). ***TV should also have an automatic technical solution in place to allow the customer to cancel the subscription and view the content until the date of cancellation (also like every other streaming service). Instead, there is confusing instructions saying to cancel auto renew then it points you to cancelling your subscription. So, I follow those instructions thinking I've cancelled the auto renew like all other streaming services do but no, they cancel the whole account. I had added the $20 all teams add on and they only refunded $20. After calling in several times, no agent could help me and kept hanging up. They kept saying they can't issue partial refunds and can't restore my account because i cancelled it. I said, no I followed the instructions to cancel the auto renew. I really hope *** fixes this deceptive and misleading business practice of trying to make you sign up for auto renew and then making it darn near impossible to remove. Being it's a 1 time a year charge, I like to review the cost and the date, not giving companies too much access to my financial accounts. Instead they inconvenience the customer and create a confusing barrier. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the single team ***.TV subscription on 5/28. On 5/30 I got a blackout message. I called & spent 30 minutes trying different things to resolve the error. Finally, I was able to watch. On 6/9, I tried watching the game only to receive a message stating the game could only be watched on Apple - which required more money & another subscription. This was the first I was heaing of this, it wasn't in the contract I signed. I called *** and they said it probably won't happen again as Apple chooses a random game every week. Okay. On 6/16, I got a notification again of a blackout. Spent another 30 minutes going through the same steps before being able to watch the game. Finally, on 6/18, I went to watch the game only to get a message stating it could only be watched on the Peacock app- another app to sign up & pay for. After only 3 weeks, I was done. I called & requested a refund. I received an email stating my subscription was cancelled & a refund response would be received in 3-5 business days. After 10 days, and checking my SPAM folders, I received nothing. I emailed and put in a ticket on the website. Finally on 7/12, I called and asked what was going on. After 20 minutes on hold, I was told my refund was denied. I'd missed a month of games. They told me I could have still watched them as the subscription was still active and apparently, even after receiving an email confirmation on the cancellation, I should have known that. I tried speaking with a supervisor but no one was authorized to approve refunds. They would not give me the info to a person that could. They also said, my refund was denied as I had cancelled more than 5 days after sign up. I explained they could have told me that when I called the first time. Again, I was told I should have magically known I still had access even though my subscription was cancelled. I even said I'd take a prorated refund at this point but they said they don't give partial refunds. Worst customer service ever

  Customer response

  07/13/2023

   

  Good Morning,

   

  This has been resolved as a refund has been issued. ID #********

   

  Thanks,

  ******

  
  
  
   
  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Started a re-occurring subscription in 2021. I used the product regularly. At the of the season, I cancelled via the online portal (Nov/21). On March of 2022, ******, renewed my subscription without authorization. I missed email the invoice sent via email on 3/14/22. I did not use or login to product in 2022, when I called at ask for a subscription refund and cancellation the season was mostly over. ****** could not tell me why it was still active and refused a refund, they have confirmed I would not be charge again and my subscription was cancelled. Well 2023 comes around and no invoice was sent, not communication from ******. They again fraudulently charged my account without authorization. I have not used the product at all again in 2023. They are trying to again deny me a refund. I believe this company is fraudulent and doing this on purpose. I have as of last week cancelled the credit card, so it cannot happen again. I spoke to the first line reps 2 times over the last week. They cannot resolve the dispute as it "must go to a level 2 and they will call you in 24 hours. It has not been over 2 weeks without any calls. If this happened only once, I would caulk it up to a mistake. Now back to back years, it is obvious to me they are being deceptive because in 2022 and 2023 I did not use the product. Attached photo shows all emails from ******. 3/14/22 shows the invoice for 2022. There is nothing in 2023 showing I should have been charged. Seeking repayment for 2022, $109.99 and 2023 of $129.99.

  Customer response

  07/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a single-team ****** subscription on May 26, 2023. The order number is ************************. We were able to watch one game before we started having issues. We live in *******, and the team we paid to watch was the ******** We have confirmed based on our location, the only team we should be blacked out for is the *************** The second game we tried to watch, we got a blackout error, so we called ******. They had us restart our router, give them our IP address, logout and log back in, and after about 40 minutes of troubleshooting, they apologized and manually removed the blackout, and we were able to watch the game. We assumed that would be the end of things, but every game after that we tried to watch, we received the same erroneous blackout message. Sometimes we called and spent ***** minutes on the phone to have the blackout manually removed, and sometimes we just gave up and didn't worry about the game because we didn't want to spend an hour on hold or troubleshooting. They recommended we have our internet provider update our settings to static vs dynamic IP addresses. We did that, it made no change. On June 16, I called to let them know we couldn't watch the game, and hadn't been able to watch any games the previous weekend, and asked if there was a way they could note on our file that we are not in a blackout area for the ******* to make our troubleshooting faster, but they denied that request. At that time, I asked to cancel the service we had had less than a month, paid $120 for, and were not able to use. They agreed and cancelled, and submitted a refund request. We were notified June 18 that it was denied. I called, spoke to someone who resubmitted it, and he said if it was denied again to speak with a supervisor. It was denied again, I spoke with a supervisor, and he said he doesn't control billing. Our refund was denied again. There is no way to directly reach anyone from billing to resolve our issue. This has been a nightmare.

  Customer response

  06/27/2023

  Better Business Bureau:
  
  I was finally able to get in contact with someone managing refunds, in reference to complaint ID ********, and have been refunded. It is a shame it took so much back and forth, but I am happy it's resolved. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged twice for one subscription for ***.TV. When *** was initially told about this their response was to cancel my subscription and only refund for one charge. I have contacted *** multiple times and have not reached a resolution. I keep being told that they have to pass all information "to **" (screen shots, payment method, used, and billing/transaction IDs). I have given this information twice over the phone and once through email. Nothing seems to go further after it passed along to "**". I did pay through pay pal and i contacted them when I couldn't reach a resolution with ***. I have used *** for years and have never had any issues. I would like to be reimbursed for both charges, since I was only reimbursed once I still have paid ****** and dont have an active subscription. Attached there is a word document detailing the timeline of events, along with screen shots of the charges and refund.

  Customer response

  05/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We subscribed to ****** to watch the ******** We get preseason games and in-season games. Since I live in *******, any game that the ******* play in ******* is only available with radio broadcast (no video). Since the beginning of March, the games available on radio only cut out about 10 times per broadcast. The games that we see video for cut out at least once. I have contacted their customer service three times and they have not addressed my issues. They sent me a response with links to troubleshooting...none of which addressed my issue. The second response told me to contact my provider and the third response thanked me for giving them feedback. We pay $149 per year and we are not getting the quality of service that they promise. I have contacted my internet provider to make sure there was nothing wrong on their end. They came and changed everything to give us new equipment, but we still have the same issues.

  Customer response

  04/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB of ******************************* saddens me to file this complaint with you, but I have tried on multiple occasions to have the people at ******* correct a problem which they have within their Computer Software routines which has affected me six times so far since April, and I am certain that there are also hundreds if not thousands of other ******* subscribers who this same problem has affected as well. I have attempt to e-mail you a portion of the traditional business letters, and e-mail responses which I have been having with the people working at *******, but because I failed, I HAVE MAILED you copies using the **** mail Service. Today, July 24, 2022, I attempted to view a baseball game currently being played by the ******* ********** and found that my fully active and fully funded ******* account had once again suddenly been blocked by their flawed Computer Software routines. I was forced to call in and request that another TEMPORARY OVERRIDE be generated by ******* to CORRECT A PROBLEM WHICH IS ENTIRELY OF THEIR MAKING!!Their Software 'thinks' that I live in *******, *********, and because of that, They block my account from viewing ******* teams play. Their solution was that I was to contact A ***** and change my IP ADDRESS. A ***** requires a charge to do that, and they will not promise that my new IP ADDRESS (assigned by them) will reflect the fact that I do in fact live in the ********* viewing area and should only be blocked from viewing that team's games. I seek to have them correct their software, and/or make their TEMPORARY OVERRIDE become PERMANENT. I am tired of trying to contact them, and ask now that you attempt to help me solve the problem which they at ******* have created, and prevents me from using their services which I have subscribed to and paid for in FULL.Please let me view *******'s Team's games.Thank You,******************************* residing in ************************************** for the past 42 years and using IP ADDRESS ***************

  Customer response

  08/02/2022

  Better Business Bureau:
  
  

  This afternoon, I received a telephone call from one ******* representatives which I had attempted to contact previously but had never been able to reach and who never returned my call(s).  We discussed the entire nature of my complaint, and finally came up with 'the best solution that ******* could come up with'  which was that (1) they will continue to periodically BLOCK my access to games and (2) whenever that happens I am to contact this agent ***** directly via telephone, and he will see to it that ANOTHER TEMPORARY OVERRIDE will be instituted ASAP.  He still claims that there is NOTHING THAT ******* can do to correct their faulty computer logic.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  Thank you at the BBB for assisting me in this matter.  You certainly do provide a necessary and valuable service!!
  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We was paying for a subscription have been a paying customer for years. We are also a ******** customer which offered ****** for free. So i redeemed my offer with the same email i had my paid account with. Last year it took them 2 months to straightened this out which is why I asked if we would be charged no they had it taken care of. Last year they refunded my money. After the first month of being charged again while it was supposed to be free I contacted them again. They said they would refund my money and I wouldn't be charged again. Then the 2nd month I get charged again. I called the representative said he seen where I was being charged and had a free subscription he would cancel the charged one and send a request for a refund of the ***** I was charged for 2 months. After 2 weeks the request was denied. Then I called back how can it be denied? I had 2 subscriptions at the same time how does that make sense. We are a single family resident not a business. The representative agreed and filed another request to get my ***** refunded that was 2 weeks ago and no response. The account is under my other email account ********************** I have pictures as well showing the 2 subscriptions at the same time. It says they give refunds on what? Because I can't see how this doesn't qualify for a refund.

  Customer response

  07/05/2022

  Better Business Bureau:
  
  MLB.TV has agreed to my refund. Thank you for your time I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They took $139.99 out of my bank account which made me negative and they took it out early. My free trial of ****** was not up yet and I called on the seventh day to have them cancel it and they denied my request of getting my money back. They never gave me a warning that they were going to take it out. Thank you for resolving this issue!

  Customer response

  06/07/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

*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. ↩