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Initial Complaint
01/13/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for a free ******* 7-day trial on Sunday, December 22, 2024. I canceled my subscription using ************** ******** on December 28, 2024 and was charged $16.95 which I paid. I was then charged $68.88 by FuboTV on December 29, 2024. I did not know about this charge until I received my bank statement on Saturday, January 11, 2025. I both called and emailed Fubo for a refund of my $68.88 on Monday, January 13, 2025. I was denied a refund. This "free" trial ended up costing me $85.83.
Business response
01/14/2025
Hello ******,

After reviewing your case with the email address provided, we can confirm that our Care team has terminated your account and refunded the charge in full ($68.88) back to your card ending in ***** Please allow 7 to 10 business days for the refund to show up on your bank account.

We hope you will consider joining us again in the future!

Best ********************* Team
Customer response
01/16/2025
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
01/03/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
11/30/24 at 11:30 AM: We signed up for FREE 7-DAY TRIAL OF FUBO. On **** website it clearly stated we had 7-DAY FREE TRIAL and would need to cancel within 7 days to NOT BE CHARGED; it stated we'd get reminder in 6 days to cancel or be charged $69 for one month, then $99/month. 12/6/24 at 9:51 AM: We called FUBO; spoke with "*******" to CANCEL OUR FREE TRIAL SUBSCRIPTION. ******* gave us cancellation # *******; assured us we'd receive full refund of $69.33 by 12/30/24. No refund ever appeared! 1/3/25 at 2;00 PM: We noted we were charged on 12/30/24 $101.34 AFTER TERMINATING OUR FUBO ACCOUNT ON 12/6/24 on recorded call to ******* and canc. confirmation from 12/6/24. We immediately called FUBO re: our complaint of being charged AFTER TERMINATING OUR SUBSCRIPTION! We spoke with "****** ******************** He terminated our FUBO account and refunded $101 charged on 12/30/24 but would NOT refund the promised refund of $69 from 12/6/24. He stated multiple times that "FUBO rep ******* on 12/6/24 FAILED TO CANCEL your subscription." ****** also stated an email was sent to us 12/6/24 at 12:06 PM ET stating "account is fully terminated, cancelled and refunded." My husband couldn't find that email from FUBO of 12/6/24 AND ****** REFUSED TO SEND IT TO ** ALTHOUGH HE COULD SEE IT ON HIS END! FYI: I worked for huge medical corporation for over 30 years in ***************** THE CUSTOMER/PATIENT ALWAYS CAME FIRST. ****** said multiple times that FUBO rep ******* failed on his end to cancel our account. I assured ****** I'd file formal written complaint on BBB, with *****'s office, and with FUBO for our $69 refund. IT IS NOT THE ***** OF THE CONSUMER WHEN THE CONSUMER CANCELS A SUBSCRIPTION AND FUBO FAILS TO DO SO ON THEIR END, AND THEN CONTINUES TO ILLEGALLY CHARGE SAID CONSUMER!After speaking with ****** for over an hour, we terminated the call as he said he would no longer help us or refund the $69. We now see all over internet that FUBO IS LISTED AS SCAM FOR THIS VERY REASON.
Business response
01/04/2025
Hello *****,

After reviewing your case with the email address provided, we can confirm that our Care team has terminated your account and refunded the charge in full ($69.33) back to your card ending in ***** Please allow 7 to 10 business days for the refund to show up on your bank account.

We hope you will consider joining us again in the future!

Best ********************* Team
Customer response
01/11/2025
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.

Sincerely,

***** *******
Initial Complaint
01/02/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I accepted a free month + $11.99 regional sports fee offer from the company. Upon accepting it, I realized I had initiated the trial a day earlier than I had intended to, and went to cancel the subscription.Upon going through their cancellation process, they first tried to entice me to pause my subscription, then followed by offering me a month for $14.99, which I understood to be a month beyond my current, free ($11.99) month. Not entirely opposed to the idea, I accepted it, however the $14.99 was applied to the month that I was already receiving for free, thereby I was charged a total of $26.98 for a month that I had only agreed to pay $11.99 for. Despite my multiple attempts to explain this to their customer service groups, they act as if its totally reasonable that someone would pay an additional $14.99 for a month theyd only agreed to pay $11.99 for and have refused to refund me the $14.99 charged by their system incorrectly. Had I been aware the $14.99 was going to be applied for the month I was receiving for free ($11.99) I would not have accepted the offer for a month at $14.99z
Business response
01/03/2025
Hello ******,

Were very sorry about this situation. We have gone ahead and refunded the last charge in full back to your card ending in **** as a courtesy. Please allow 7 to 10 business days for the refund to process and feel free to contact our Care team with any additional questions you may have.

Best ********************* team
Customer response
01/08/2025
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
01/02/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased a "free trial" on 11.30.2024. Was charged ***** on the date the "free trial" started. Cancelled in teh days following 11.30.2024. Disputed the charge with my credit card. FUBO denied the credit card dispute and rebilled me. Their marketing, landing page, and advertising are misleading and deceptive.
Business response
01/03/2025
Hello *******,

We apologize regarding any confusion and inconvenience this situation has caused you. We have reviewed your case and see you started a subscription on November 30th and since we were not offering a free trial at the time you were automatically enrolled into a paid subscription and charged $65.98.

During the sign up process we try to be as transparent as possible with our customers. All of our customers are advised of the exact date and time they will be charged, as well of our Terms of service ************************************************** that customers agree to upon subscription.

Furthermore, we see you have disputed the charge showing on your account with your bank. Any disputed charges made through the cardholder's credit card company, cannot be refunded once the dispute has been filed on the customer's end and received on our end. Our payment gateway does not allow us to initiate any refunds on charges that have initiated a chargeback. In addition, any communication regarding a disputed charge would be carried out through our payment gateway and the cardholder's credit card company, where the claim is carefully assessed and the verdict is reached on their end--unfortunately, not ours.

We can confirm that your subscription expired at the end of your prepaid month and has been inactive since December 30th.

Best ***************************** Team
Initial Complaint
01/01/2025
Complaint Type:
Billing Issues
Status:
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.
Fubo, charged by bank account a hundred and twenty four dollars and forty seven cents after I canceled the free trial. I would like a refund, but every time I go to fubo.They keep referring me back to fubo dot com
Business response
01/02/2025

Hello ******,
We have reviewed your case and see that you have an account with the email address provided, that was terminated with no charges during its free trial on September 2024. Your active account is associated with a different email *********** contacted our care team on January 1st, and after locating the account, our Representative cancelled it for you at the end of your prepaid period ******** ***)

During the sign up process we are transparent with our customers. All of our customers are advised of the exact date and time the free trial will end, as well of our Terms of service ************************************************** that customers agree to upon subscription. As a courtesy, we also allow 12 extra hours of cushion before we charge in case the customer can not cancel on time.

Fubo is a prepaid service and were sorry that a refund is not due. Your subscription is now set to cancel and your card will not receive more charges unless you decide to reactivate!

Kind ********************* Team
Initial Complaint
12/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I called before my trial period to cancel services and was charged twice. They were supposed to cancel and refund my payment and it never occurred after using the option that were available on its automated IVR call services.
Business response
12/31/2024
Hello ******,

We have reviewed your case with the email address provided and it shows that you called our Care Team on December 30th.

Our representative terminated your subscription and issued a refund for the last charge back to your card ending in **** as a courtesy. Please allow 7 to 10 business days for the refund to fully process and let us know if you come across any other questions, wed be more than happy to help.

Best ********************* Team

Customer response
01/02/2025
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
They only refunded me fkr one of the charges. I called in November for the initial charge (1 of 2) and they refused to refund the original charge even though I called before the trial subscription was over. I used their automated system to which they say there is no record.

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

Sincerely,

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

Business response
01/03/2025
Hello ******,

You mention you believed you cancelled the subscription during your trial period, however our system detects all cancellation attempts and and contacts. However, it is not showing any for this account prior to the one we performed on November 30th.

Our decision is final and were very sorry that we will not issue additional refunds. Please feel free to contact our Care team again through our ************** in the event that you have any other questions, they are here for you.

Best ****************************** Team
Customer response
01/06/2025
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:

Can you tell me what method is in place to verify thst a caller placed a call to your business and the call was successfully tracked and resolved in your IVR? The option to select.cancel and requst a refund was available and selected. What do you have in place to ensure the call was (1) received (2) selected menu option received and resolved.

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

Sincerely,

****** *******
Initial Complaint
12/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I recently was reviewing credit card statements and noticed a charge from *******. Immediately, I did not recognize this charge and googled the name. I found out it is a ***************** to some kind. I then called Fubo to inquire about this charge and this service. While on hold, I realized ******* has been charging me quarterly for years and I had no clue! The best I can guess it that during the World Cup games in 2022, I somehow got tricked into a subscription based platform. This is the only logical way I can think that this happened. Since ******* was charging my credit card sparatically, I must have not seen it on my statement for two years! Shame on them - if they looked into my account there would be zero activity because they tricked me somehow with fine print on the subscription. Sad when companies run like this and steal from folks that have no idea. No email showing charges or anything! Like a ghost stealing money.
Business response
12/28/2024
Hello *****,

We have reviewed your case with the email address provided and and it shows you started a 7-day free trial on June 18, 2021, and since no cancellation took place before the trial expiration, you were automatically enrolled into a paid subscription with us on June 26, 2021 and charged $99.00. It auto renewed every 3 months since you selected a quarterly subscription at the time you register with us.

During the sign up process we try to be as transparent as possible with our customers. All of our customers are advised of the exact date and time the free trial will end, as well of our Terms of service ************************************************** that customers agree to upon subscription. As a courtesy, we also allow 12 extra hours of cushion before we charge in case the customer can not cancel on time.

We see you have disputed the charge showing on your account with your bank. Any disputed charges made through the cardholder's credit card company, cannot be refunded once the dispute has been filed on the customer's end and received on our end. Our payment gateway does not allow us to initiate any refunds on charges that have initiated a chargeback. In addition, any communication regarding a disputed charge would be carried out through our payment gateway and the cardholder's credit card company, where the claim is carefully assessed and the verdict is reached on their end--unfortunately, not ours.

We can confirm that your subscription is no longer active and has been inactive since December 26th.

Best ***************************** Team
Customer response
12/31/2024
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:

Sounds like you are making excuses for not doing the right thing. You certainly had the power to refund money before I disputed the charge with my card, but your representatives said you would not. Rather than make yet another excuse you could be honest and admit that you like tricking people in subscriptions. Not once did I receive an email saying that I will now be charged in perpetuity for a tv subscription that I never use. If you look at my account, you see zero activity for years. Rather than do the honest thing and reach out via email about this, your company continues to take funds from myself and Im sure many others who were tricked into this scheme.
Moreover, I did not select quarterly billing but I suspect that is your default billing option when you trick folks into a subscription. It is more likely to slip through the crack longer before someone like myself realized your company is taking money from me routinely.
While this may be legal, I could not sleep at night if I ran my business this way. Absolute thievery. Do the right thing please, for once.

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

Sincerely,

***** *****

Business response
01/02/2025
Hello *****,

As we mentioned before, since you disputed the charge with your bank, we no longer manage your billing but your bank does. Our billing system does not allow us to reverse a charge once a dispute has been placed on it. Therefore, our decision is final and we will not be able to issue a refund.

Once again, we apologize for any inconvenience having an unwanted subscription with us may have caused.

Best ********************* Team

Customer response
01/03/2025
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 put my complaint on record as non satisfied. The company has no integrity and is not willing to do anything to resolve it.

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

Sincerely,

***** *****
Initial Complaint
12/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was a former ******* customer and suspended my service in spring of 2024, choosing another streaming service. In December, I noticed a charge on my credit card for $100.72 for Fubo. I called and was informed they reactivated my service without my request and would cancel. They told me they were processing my refund and transferred me to an automated cancelation system to "complete my cancelation request." The automated service stated I was canceling effective January and wouldn't be charged anything further. I called back a second time to assure they were both cancelling my service and issuing a refund, I was informed the refund request was submitted and would be refunded to my credit card in 7-10 days. After 10 days of no refund, I contested the charges on my credit card and am requesting your support.
Business response
12/27/2024
Hello ********,

We apologize for any inconvenience this situation may have caused you. We have reviewed your account with the email address provided and it shows that you logged in on May 28, 2024 1:01 PM EDT, and set your subscription to enter in pause temporarily, and that you selected this option for six months. Therefore, your subscription entered in pause on June 9, 2024, and reactivated automatically on December 9th, when you were charged for a new months subscription with us with $100.72.

You mention you believed you were cancelling your subscription back at the time. Our site offered both options, pause and cancel, and you selected the pause option. Also, our site shows all the terms when you choose the Pause option instead of cancelling. Were sorry about any confusion, and you can learn more on how this option works here: ***************************************************************************************************************;

You called us on December 12th and our Care Representative set your account to cancel at the end of your prepaid month (November 29th) to avoid further unwanted renewals and charges.

Fubo is a prepaid service, and were very sorry that a refund is not due. You have access to the platform until January 9th and your card will not be charged again unless you decide to reactivate!

Best ********************* Team

Customer response
12/31/2024
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 system states all calls are recorded and I request you listen to the recording of your customer service representatives stating on two separate calls that a refund was in progress and would be received in 7-10 business days. Automatically restarting a service by charging an expired credit card (not sure how you did that) without being requested or making any effort at communication with the client is at best a questionable practice. My request that you honor your customer service agent's statements that a refund remains my expectation to resolve this complaint.

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

Sincerely,

******** ***

Business response
01/02/2025
Hello ********,

Please kindly note that the message we sent you on December 12 states that "has been canceled as requested and is now set to expire at the end of the current billing period." However, no refund was promised for this charge. We have attached a screenshot of the message for your convenience.

Moreover, we see you have disputed the charge showing on your account with your bank. Any disputed charges made through the cardholder's credit card company, cannot be refunded once the dispute has been filed on the customer's end and received on our end. Our payment gateway does not allow us to initiate any refunds on charges that have initiated a chargeback. In addition, any communication regarding a disputed charge would be carried out through our payment gateway and the cardholder's credit card company, where the claim is carefully assessed and the verdict is reached on their end--unfortunately, not ours.

We can confirm that your subscription is set to expire at the end of your prepaid month (January 9th).

Best ***************************** Team
Customer response
01/03/2025
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:

Fubo,
Your response seems to indicate an intent to issue a refund if not for a bank hold on these funds. I am glad to stop the bank action if you intend to issue the refund, which will release the hold and allow you to issue a refund without third party intervention. That action would resolve both complaints on BBB and through credit card processing. I also request again that you review the audio tapes to customer service, where two separate agents offered a refund to resolve this dispute. (Please also retain any audio records related to this matter)
Awaiting your response. ***

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

Sincerely,

******** ***
Initial Complaint
12/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The advertisement offered $11.99 a month ($35 97 Prepaid for 3 months). When I checked my account after clicking on the offer it had charged me $29.99 for one month. The advertisement was deceptive.
Business response
12/26/2024
Hello ******,

We have reviewed your case with the email address provided and see that you reactivated your subscription on December 26th and chose a monthly plan not our quarterly one.

We have terminated your account and refunded the charge in full ($29.99) back to your card ending in 3211. Please allow 7 to 10 business days for the refund to show up on your bank account.

We hope you will consider joining us again in the future!

Best ********************* Team
Customer response
12/31/2024
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
12/26/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
******* gives you no way to unsubscribe. There is no phone number provided and the customer service chat will not allow you to unsubscribe.
Customer response
12/26/2024
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,

*** ********

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