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Business Profile

Digital Media

HBO

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 132 total complaints in the last 3 years.
  • 35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/20/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    i was having a few issues with the MAX service and after numerous reaching out the customer care i was offered this two months free cause the original offer could not be extened again.

    Business Response

    Date: 04/29/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with ******* in an effort to support this recent BBB communication #********.

    Max Customer Support reached out to Colbert on 4/23/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 05/02/2025

    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

    Date:04/14/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a subscription service with Hbo Max subscription service. I pay a premium rate every month for a no advertising perk. Despite my premium price for this service the streaming service still has what they call promotional videos before everything played. These promotional videos are frankly just advertisement. And it outstanding they could charge a premium subscription for no ads and still have them before every video on the site

    Business Response

    Date: 04/16/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******** in an effort to support his recent BBB communication #********

    Max Customer Support reached out to *** ******* on 4/16/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:04/07/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I did a free trial of Max through *********** Before the free trial ended, I cancelled *********** I attempted to Login to Max or ********** to cancel Max, but I could not do so. I did not use Max after I cancelled my ********** subscription. I also tried to cancel the Max subscription through ****** or ******, however no subscription was shown for Max. Max charged my ****** account $18.18 on 3-27-25, and somehow, it was done through ******. I was able to cancel the automatic subscription going forward but I have not been refunded the $18.18 I was charged, and I did not get any use out of Max for this amount.

    Business Response

    Date: 04/16/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ****** in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ***** on 4/16/2025 via email and provided additional information.

    Thank you, 

    Max Customer Support Team

  • Initial Complaint

    Date:03/10/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    HBO/Max auto renewed a subscription in January 18, 2025. I canceled said subscription and contacted my credit card company to file a complaint. The credit card company has reversed the charges positively stating that I have an account with ********************** and valid subscription however that is not the case. No subscription is currently in place and I am being charged fraudulently for access To a streaming service that I do not have.

    Business Response

    Date: 03/20/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ***** in an effort to support his recent BBB communication #********.

    Max Customer Support reached out to *** ***** on 3/20/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/22/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am having great difficult accessing MAX due to each device vender thinking they have sole account access. This has led to multiple MAX subscriptions with *****, Max, Xfinity, and **** when I only need one and thought I only had one. Now, I can't access MAX at all unless I log into MAX directly on a browser. If try to use the MAX app on **** or through Xfinity, I keep being directed to Xfinity and taken to a subscription screen. I spoke to numerous agents at ******* and got mixed information being told I was being charged/but only refunded one month. Then, also being told that I was not being charged and being bounced from agent to agent. MAX's part of this is not resolving this mixup on their end and making it possible for one person to have multiple subscriptions. I'm also not clear this isn't fraud. MAX should be able to cancel all accounts, especially as Xfinity is documented as charging them. When I have tried to use MAX on Xfinity, I'm being told I am not a subscriber. MAX was able to determine that I was subscribed to MAX with ***** under ***************. net and through Xfinity at ****************** A MAX agent referred me to Xfinity to resolve this and it was not resolved. If it is reflected on MAX's end that Xfinity is billing me, this is likely the end the repair has to be made on. I need MAX to work this out on their end with or without Xfinity. I want one account that I can use to long into on multiple devices. I do not want a MAX subscription through Xfinity, but need to log into MAX on Xfinity through my cable box/TV in my home or Roku devices on other TVs in my home.

    Business Response

    Date: 03/03/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication #********

    Max Customer Support reached out to *** ****** on 3/3/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/17/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Starting about a year ago, HBO has been showings ads on ad free premium accounts. I reached out to them seeing it was just a bug or something they werent aware of. They were completely aware and proud. They contend those are not ads because they are programs that are on HBO, so it's "suggestions" and we have the ability to **** them. The app very often locks up when you select the **** option They are not suggestions, they are ads. Calling them anything else is standard corporate trickery. Showing me ANYTHING other than what i have selected, is advertising. I pay extra so i dont have to deal with ads and theyve now found a way around that. *** cancelled my account with them because i will not support a company that is willing to pull this ****

    Business Response

    Date: 02/25/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ****** in an effort to support his recent BBB communication *********

    Max Customer Support reached out to *** ****** on 2/21/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 02/28/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

     

     The generic response from HBO does not satisfy my complaint. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **** ******




     

    Business Response

    Date: 03/18/2025

    Dear BBB Team, 


    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication #********. 

    Max Customer Support reached out to *** ****** on 3/18/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/09/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have had a subscription with hbo max for years. Suddenly I can't access the service. I have tried to log on several times and am unable to.

    Business Response

    Date: 02/17/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his recent BBB communication ********.

    Max Customer Support reached out to *** ******* on 2/10/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

  • Initial Complaint

    Date:02/01/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This wad my third contacting MAX support , Saturday, February 1, 2025 . I cant get them two days before about me receiving a billing issue with my account. Please update your payment information. Keep streaming on my app. I was told even all I got I cannot have done all that I am paid up-to-date and I am still getting this notification. I want it removed.Well, that does not really help because I still have the issue and its very embarrassing when you have company and they see it. I want 6 free months. The ***s are not helping me I was accused of not paying or having my bill up-to-date, which is not true before the *** looked at my account. The *** is saying that the escalated mind problems to specialized team today on February 1, 2025 yet she said that right in the bill. I feel like Im just being pushed off. She didnt give me a claimant or number for this, but she cant tell me who to contact youcant tell me when will I be? You cant tell me what will be done or anything I feel like I am not being heard and I should not have this message on my account and I have to fight this card after days removed. I did nothing I paid my bill.

    Business Response

    Date: 02/06/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******** in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to *** ******* on 2/6/25, and provided additional information.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: HBO Max lied and never reached out to me. I am still getting the Update my payment on my hbo max account although it is paid up to date. I am not sure why HBO would lie about this matter. I am upset because nothing has been resolved.

    [Your Answer Here]

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 03/11/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with **** ******* in an effort to support her recent BBB communication #********. 

    Max Customer Support reached out to **** ******* on 3/7/2025 via email and provided additional information.

    Thank you,

    Max Customer Support Team

    Customer Answer

    Date: 03/11/2025

    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.
    The message is no longer showing on my account.
    Sincerely,

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



     

  • Initial Complaint

    Date:01/29/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have an HBO Max streaming subscription and receive monthly charges of $18.39 (currently) to my **************** account. I dont watch Max any longer and want to cancel the service. I was told by Max that I had to contact ****** Play to request the cancellation since the billing was through ****** Play. After days of attempting to contact ****** Play (and other ****** entities), I have found that I am unable to cancel the subscription through ****** Play because, in order to cancel, I have to sign into my old ****** account which I discovered has a non working phone number for an old android phone that no longer exists. When I try to sign into the ****** account, a confirmation text (for security purposes) is sent to the old android phone and since I cannot respond to it, account access is denied. So I tried to update the ****** account with a new phone number, but the only way to do that is to sign into the account first which triggers the confirmation text and wont let me gain access so it is impossible to change the phone number. The customer service people at ********************** are aware of the problem, have provided me with ****** phone numbers and website links that dont work, and have escalated the issue to their specialized support teamcase #********. Nevertheless, they will not cancel the subscription even though ****** Play is only a payment conduit, and the monthly subscription fees are going to Max. I have disputed the monthly charges with **************** but that dispute wont accomplish cancellation of the subscriptionit may only block a few monthly charges. I honestly have done everything I know to do, and I have not found a way to fix this through ****** or with Max. Max needs to stop pointing the finger at ****** and take responsibility themselves since they are the ones providing the service and getting the payments. They need to cancel my subscription and do a billing credit to my **** account immediately.

    Business Response

    Date: 02/05/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to *** ****** on 1/31/25, and provided a resolution via email.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 02/05/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     There has not been any resolution offered by HBO or accepted by me.  As far as I know, the matter was referred by HBO to ******, and I have heard nothing further since from HBO or ******.  Moreover, the last email (file attached) from HBO did not reference at all my request that the service be cancelled so that there are NO CHARGES GOING FORWARD.  It looks to me like this issue has been buried yet again in finger pointing and obfuscation.  

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 02/06/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support his/her recent BBB communication *********
    Max Customer Support followed up additionally with *** ****** on 2/5/2025 via email, and provided additional information related to her request.

    Thank you,
    Max Customer Support Team

    Customer Answer

    Date: 02/07/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Please see attached emails on 2-5 from me to Max Support and their reply.  Max has handed the matter of a refund over to ****** Play, and I have never heard anything from ****** Play so the refund issue is unresolved.  Further, Max Support remains responsible in this matter as the monthly premium payments went to Max.  ****** Play is only the payment mechanism.  So while Max would like to wash its hands of the matter by handing it off to ****** Play, Max still is ultimately responsible and must remain involved until the matter is fully resolved.  Lastly, it is incorrect that Max Support followed up with me on 2-5.  I followed up with them.  Otherwise, I would have heard nothing further from Max Support.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:01/28/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I got a charge of $44.99 from ******************* on Jan 23, 2024 to my ****** account which me nor anybody in my household purchased. I contacted them and found out it is for a Max subscription, formerly HBO Max. I asked them to cancel and for a refund. The company says that they cannot issue refunds. Ridiculous . When I dove further into my ****** account I see the charge had originated as a Boomerang channel subscription. ********* hasnt worked for me in about a year and I believe for them to gone out of business. Yes I did have a boomerang account. I was charged Jan 23, 2024 for $44.99 of which I did not use that service because boomerang got cancelled. That gives me a total of being owed $88.98 for the two subscriptions. It is deceitful for Boomerang to just switch to hbo max without letting people have a Chance to cancel. Also I couldnt even use boomerang in 2024!!Please help

    Business Response

    Date: 01/29/2025

    Dear BBB Team,

    Please find below an update of our follow-up efforts with *** ******* in an effort to support her recent BBB communication #********.

    Max Customer Support reached out to *** ****** on 1/29/2024 via email, and provided a resolution.

    Thank you,
    Max Customer Support Team

HBO is NOT a BBB Accredited Business.

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