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Business Profile

TV Program Distributors

DAZN Group Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in TV Program Distributors.

Complaints

Customer Complaints Summary

  • 356 total complaints in the last 3 years.
  • 108 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:04/24/2023

    Type:Sales and Advertising 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 signed up for dazn to watch PPV boxing on 4/22/23. With the order you had to get the subscription. I did such and was charged $******. When I opened the app it said I had not purchased it. So I tried again and bought through amazon. That also did not work. The app showed nothing was purchased and I was unable to view the PPV.Id like a refund of the ****** as well as the $17 I was charged the next day that was not authorized. Also to cancel my membership to the site.Thank you.

    Customer Answer

    Date: 04/29/2023

    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

    Date:04/24/2023

    Type:Product Issues
    Status:
    Unanswered
    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 April 22, 2023 at approximately 9:00pm I purchased a 1 month subscription to **** for $24.99 and $60.00 for the *****/****** boxing match for a total of $84.99 before taxes. The total after taxes was $92.76. After I created an account and my bank account was debited, I was prompted to download the **** app to stream the pay-per view boxing match. Upon signing into my app I attempted to stream the fight but it said I would have to pay $60.00 to *******. The subscription I purchased had 1 month of service and then an add on specifically for the *********************** pay-per event for $60.00 totalling $84.99 which was the amount of the pay- per view anywhere else it was being sold at. I attempted several times to get help and was sent to a chat bot that said no customer service personnel was available and that it didn't understand what I was asking. After my purchase I was supposed to receive an email confirming my account but didn't get anything from them until 4:27AM the next morning, after, I had sent a complaint to the company which has still not been acknowledged. I decided to research reviews from other customers and wasn't surprised to find numerous complaints all of the same nature as mine involving the subscription and the ************************ boxing match. They had purchased the service and was unable to stream the pay-per view event nor get help fixing the issue. I have all transactions from my bank showing that my account was debited for the service, the time, date, and amount.

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the night of Saturday, April 22, I made a purchase of a live event, ***** vs. ******, on the **** app with a charge of $64.95 dll Once the payment has been made, I was trying to access the event through the application without any success, I tried it on different devices without success on any, I looked for technical support in the app and I did not find help. They sold me an event that I could not access and so far I have not been able to contact technical support or a representative since the app does not have help and the website only has a robot that does not solve anything.

    Customer Answer

    Date: 05/18/2023

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/17/2023

    Type:Billing Issues
    Status:
    Unresolved
    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.
    My credit card was used for a fraudulent transaction on ********. It was for a yearly subscription. Upon further inspection it turned out that the subscription was also charged one year ago. However dazn refuses to refund the amount (168$) arguing it was beyond of a 6 month timeframe. Basically some terms I never agreed to as I never used the service, I never signed up and I don't have an account with dazn.

    Business Response

    Date: 03/09/2023

    Thank you for contacting DAZN Customer Support.

    To be able to provide you with the ***************, reply to this e-mail providing the email address associated at your DAZN account and more details about what you want to report to us.

    We always remain at your disposal.

    Kind regards,   

    ******* - DAZN TEAM

    Customer Answer

    Date: 03/10/2023

    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:

     

    To the **** Team:  I do not have a email account registered with **** - never had.  But someone used my Credit Card in a fraudulent way to buy a subscription from ****.  When I complained, **** would not refund it because it was outside some 6-month window.

    AGAIN, I never signed up.

    The ARN details are
    2022 JAN 09 JAN 10 **** ******* ******** *********************** $168.00

     

    Thanks

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:02/08/2023

    Type:Product 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 cancelled my Dazn subscription on 9/20/2022 and have been ring charged ever since (11/7, 12/5, 1/5, 2/6) at $19.99 per month. When I try to find a contact number for Dazn, it keeps routing me to the sign in page. I have no sign in because I do not have an account and it does not list a customer service number anywhere nor do I have access to the chat feature because I dont have a login. I am requesting an immediate and full refund if the charges that are in error ($79.96)

    Business Response

    Date: 02/10/2023

    Dear ********************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    Please be advised that at this time we are unable to locate any (active or closed) **** account using the name (*****************************) and email address (************************)provided. Please understand that we do want to partner with ************************ to get this matter resolved for him. In order to do so, we will require the following information: 1.) Email Address associated with the **** account in question. 2.) First 6 digits and the last 4 digits of the payment method that is being charged. Please advised ************************ that we do not require the full card number. Also, please advise ************************ that although he does not have a log in for the **** platform he still has access to our customer service department via chat or email. I have provided the link to be able to do so: ************************************;

    Once the above information has been provided, then we can provide that information to our payment operations department to trace the payments and resolve the issue. ************************ is more than welcome to contact our customer service department to assist with this process using the above link provided.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************************ on our behalf.

    We appreciate you and ************************ in allowing us to rectify this matter.

    Thank you,

    *******************************
    **** **************** Manager-NA

    Customer Answer

    Date: 02/12/2023

    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:

    I cannot access the customer service or chat because the app and the website continue to ask me for log in information which I do not have because, as the business has stated, there is no email account associated with the service.  That being said, the last associated email account was ************************ and the first 6 digits of the card are ****** and the last 4 digits are ****.  I hope this matter can be resolved soonest and I can get confirmation that my banking account will not be charged further.  Thank you  

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 03/09/2023

    Dear ********************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    We have conducted an investigation of ******************** complaint and after a full review of *** *********** account, please be advised that we were able to locate the account in question using the information that ************************ provided.

    Please advise ************************ that a refund in the amount of $79.98 has been processed on his behalf. Our normal turn around for processing refunds is 3 to 5 business days. Within that timeframe ************************ should see those funds returned to him. If by chance should ************************ experience any other issues, he is more than welcome to contact our customer support department. Please advise him to reference Viewer ID ************, this information will allow for the customer support team to locate the account in question.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************************ on our behalf.

    We appreciate you and ************************ in allowing us to rectify this matter.

    Thank you,
    *******************************
    DAZN **************** Manager-NA

  • Initial Complaint

    Date:01/25/2023

    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 paid a yearly subscription on October 16, 2021. During that time, DAZN continued to charge me monthly fees till January 14, 2023. On January 18, 2023, DAZN refunded me $23 and 4 times $28,73. I cancelled my yearly subscription after the year. So, now, I'm claiming $258,73 for all the months they charged me while I was under the yearly subscription and the month they charged me after I canceled my yearly subscription. I never subscribed to anything after the end of my yearly subscription. Dazn told me by email that the have refunded the maximum charges possible, which were the last 4 months. What they charged me :16-Oct-21$172.46 - yearly subscription 14-Nov-21$23 14-Dec-21$23 14-Jan-22$23 14-Feb-22$23 14-Mar-22$23 14-Apr-22$23 14-May-22$23 14-Jun-22$23 14-Jul-22 $23 14-Aug-22$23 14-Sep-22$23 14-Oct-22$28.73 14-Nov-22$28.73 14-Dec-22$28.73 14-Jan-23$28.73 18-Jan-23-28.73 - refund 18-Jan-23-28.73 - refund 18-Jan-23-28.73 - refund 18-Jan-23-23 Total claim = $258.73

    Business Response

    Date: 02/24/2023

    Dear ********************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    Please be advised that at this time we are unable to locate any (active or closed) **** account using the name (*****************************) and email address (*********************)provided, that was billed for an annual subscription. The only subscription that we are able to locate is the monthly subscription in which the refunds were processed on. Please understand that we do want to partner with ****************** to get this matter resolved for him. In order to do so, we will require the following information: 1.) Email Address associated with the **** account in question. 2.) First 6 digits and the last 4 digits of the payment method that is being charged. Please advised ****************** that we do not require the full card number. Also, please advise ****************** that although he does not have a log in for the **** platform he still has access to our customer service department via chat or email. I have provided the link to be able to do so: *****************
    Once the above information has been provided, then we can provide that information to our payment operation department to trace the payments and resolve the issue. ****************** is more than welcome to contact our customer service department to assist with this process using the above link provided.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.

    We appreciate you and ****************** in allowing us to rectify this matter.

    Thank you,

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

  • Initial Complaint

    Date:01/24/2023

    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.
    For the last few years, DAZN offered specific coverage for a sport I watch. My billing cycle starts on the 4th and usually, DAZN would offer a tournament in January so I didn't cancel. However, it wasn't showing up in the schedule, so I reached out to support on the 12th and they told that they didn't offer this specific tournament, but would have 8 for the rest of the year, one of which would be at the beginning of February. On January 23, I then checked the schedule and it wasn't there, so I reached out a second time and they told me that they don't even offer the sport anymore. I understand the terms of service reserves the right to change broadcasting schedules without notice, but surely this is different as I was told 11 days prior DAZN would be offering something that apparently you won't. In addition, having to give 30 days notice to cancel means I will be paying for about 48 days of content that I won't be watching/you will not be offering. I should have been given accurate information on January 12 when I talked to an agent, which could have prevented more days of paying for something you don't offer.

    Customer Answer

    Date: 02/17/2023

    Better Business Bureau:

    At this time, I have not been contacted by DAZN Group Ltd. regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 02/24/2023

    Dear ******************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    We are saddened to hear that ************ is not currently pleased with the removal of a certain tournament that he has become accustomed to streaming on the **** platform and although we aim to provide the very best customer experience possible, there are times when content is removed from our platform without customers prior notice. This potential change of content was outlined to the customer at the time of activation of the customers account within our Terms and Condition,please see below for reference:

    7.Using the **** Service
    7.5 We retain the right to remove, or alter, any Content made available through **** Services at any time, without providing notice to you.

    Please inform ************ that he is more than welcome to contact our customer service department for further assistance.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************ on our behalf.

    We appreciate you and ************ in allowing us to rectify this matter.

    Thank you,

    *******************************
    **** **************** Manager-NA

    Customer Answer

    Date: 02/27/2023

    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

    Date:01/17/2023

    Type:Billing 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 have been a DAZN customer for the past 3 years. I purchase the subscription for my father who lives in ***** so that he can watch his soccer games. He's been able to do that without any issues. Each year, before my auto-renewal, I reach out to DAZN customer support to make sure he will be able to still access that with an account I purchase from the *** and they've always confirmed that that was going to be the case. I did the same thing this year (even after they raised the subscription from $99.99 to $150). Last week, all of a sudden, my dad was no longer able to access content on his account. After reaching out to their customer support, they told me that it was because he was using a US account (after they told me that it was okay for us to do). On top of that, they are refusing to refund my money and to let me speak to a supervisor. They didn't even offer a partial refund. I have never used the subscription in the US, I only buy it for my dad and my dad. But he's no longer able to use it, so I feel like I've been scammed out of $150.

    Business Response

    Date: 01/20/2023

    Dear ********************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    We have conducted an investigation of *************************** complaint and after a full review of *** ******** account, please be advised that a partial refund has been processed on behalf of ******************. The total amount of the refund is $1***** (9 months x *****). Our normal processing turnaround time for refunds is 3 to 5 business days and therefore ****************** should receive those funds within that timeframe. Should there be any issues and ****************** does not receive the funds within the specified timeframe, please inform ****************** that he is more than welcome to contact our customer service department for further assistance.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.

    We appreciate you and ****************** in allowing us to rectify this matter.

    Thank you,

    *******************************
    DAZN **************** Manager-NA

    Customer Answer

    Date: 01/24/2023

    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

    Date:01/17/2023

    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.
    I subscribed to this streaming service to watch two football leagues in November 2020. The football leagues were Serie A and the Premier League. Without notice, the streaming service no longer provided Serie A, however I continued my annual subscription in 2021 because the Premier League was still provided.Without notice, the streaming service no longer provided the Premier League. My annual subscription automatically renewed in November 2022. By the time I realized neither Serie A and the Premier League were both not being provided (due to the suspension of leagues during the World Cup) I cancelled my subscription in January 2023.I expected a pro-rated refund for 10 months. However, I received notice that although the subscription would be cancelled, I would continue to receive the streaming service until November 2023.There is no content on the streaming service that I would watch, so I wanted to contact the streaming service for resolution. I cannot find any contact information to resolve the issue as a subscriber has no capability to contact any customer service representative.

    Business Response

    Date: 01/20/2023

    Dear ***********,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    We have conducted an investigation of ******************************* complaint and after a full review of ******************** account, please be advised that a full refund has been processed on behalf of ******************. The total amount of the refund is ****** CAD. Our normal processing turnaround time for refunds is 3 to 5 business days and therefore ****************** should receive those funds within that timeframe. Should there be any issues and ****************** does not receive the funds within the specified timeframe, please inform ****************** that he is more than welcome to contact our customer service department for further assistance.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ****************** on our behalf.

    We appreciate you and ****************** in allowing us to rectify this matter.

    Thank you,

    *******************************
    DAZN **************** Manager-NA

    Customer Answer

    Date: 01/24/2023

    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.

    Should the resolution not be implemented as per the business response, I reserve the right to continue with my complaint.

    I thank the business and the BBB for their prompt responses and action.


    Sincerely,

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



     


  • Initial Complaint

    Date:12/29/2022

    Type:Billing Issues
    Status:
    Unresolved
    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 trying to cancel an account that my minor son set up with his credit card (his card is on my account). Their website has not been accessible and no phone number I have tried has worked. There has been a recurring monthly charge that I need to stop but am unable because there is not way to contact this company.

    Business Response

    Date: 12/30/2022

    Dear ******************,

    Thank you for bringing this issue to our attention. We have every desire to address this concern and resolve the issue as we prioritize the satisfaction of our customers.

    Please be advised that at this time we are unable to locate an active **** account using the name (*******************************) and email address (********************)provided. Please understand that we do want to partner with ************************** to get this matter resolved for him. In order to do so, we will require the following information:

     

    1.) Email Address associated with the **** account in question.

    2.) First 6 digits and the last 4 digits of the payment method that is being charged. Please advised ************************** that we do not require the full card number.


    Once the above information has been provided, then we can provide that information to our payment operation department to trace the payments and resolve the issue.************************** is more than welcome to contact our customer service department to assist with this process.

    Please accept our sincerest apology for any trouble or inconvenience that this may have caused, and please pass along the same apologies to ************************** on our behalf.

    We appreciate you and ************************** in allowing us to rectify this matter.

    Thank you,

    *******************************
    **** **************** Manager-NA

    Customer Answer

    Date: 12/30/2022

    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:

     

    I appreciate the reply from the business and that they are ready to resolve my issue.  As I stated in my initial message, the account was set up by my minor son using his own email.  This is why there is no account with my name and email associated with it.  The email address used was ****************.  The credit card info is *************.  Please note that this card has been cancelled and the most recent charge was made with a new card with last 4 digits of 0126.  I have not yet received the new card therefore I cannot provide the first 6 numbers.

    With respect to the business' statement that "************************** is more than welcome to contact our customer service department to assist with this process."; the fact that I have not been able to get in touch with anyone at DAZN is the reason for my complaint.  Both their website and phone numbers have been unreachable (see attachment for website message).

     

    Again, I appreciate the business' reply and will consider the issue resolved once they confirm that my son's account has been closed.  Thank you.

     

     

     

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


    Sincerely,

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




     

DAZN Group Ltd. is NOT a BBB Accredited Business.

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