ComplaintsforNBCUniversal, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had subscribed to NBCUniversal's streaming service for a reduced price of $19.99 on June 7, 2023. I was never warned that they were going to renew. Even ****** warns (after a class action forced them to) of an up coming renewal. I was charged $59.99 for a renewal. They did not even notify me after the renewal. I found out be reviewing my credit card bill.

  Business response

  07/30/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our ************* team investigated this matter and attempted to contact the customer via email on July 24, 25, and 28, 2024. The number provided was not valid, so we were unable to connect with the customer over the phone. We apologized for any inconvenience that the customer experienced before confirming that we have cancelled the annual subscription and refunded the recent charge. If the customer requires any further assistance, we ask that they reach back out and we would be more than happy to assist.
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

  Customer response

  07/30/2024

  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted peacock chat on 7/15 after being double charged by *******, asking for the $6.40 refund for no ads. The person I was chatting with asked for the screen shot but timed out. She had told me I did not have premium plus so I should be charged that. I did have it, and wanted that coverage but she had told me it shouldnt be. The second person I chatted with removed it. I went back for a 3rd chat & asked for it to be added back on. The 3rd person said they added it on. And refunded the $6.40 double charge. They did not add the plus back. I contacted again. Got the verification it was not added back on as requested & that Id have to cancel my new subscription from June to add it back on as an annual. The person then transferred me to another agent not to get a bad review. They wanted me to pay $120 because an item was canceled in error when all I had wanted was the $6.40 refund. They didnt give any advice or explain their plans. It was over 2 hours of chatting with no *************** account is so messed up now.

  Business response

  07/22/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our ************* team investigated this matter and were able to connect with this customer via email on July 17, 2024. We apologized for any inconvenience that the customer experienced before confirming that their subscription has been cancelled and any additional charges they saw were successfully refunded. We then provided the customer with a new discounted annual Premium voucher for them to redeem on their account to receive the same offer. The customer has successfully redeemed the voucher on their account. 
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

  Customer response

  07/22/2024

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They offer a discount, but when I go to enter the number they provided me...the box pops up and disappears in a couple of seconds. No nearly enough time to enter a 14 digit code.They tell you all you have to do is go to the plans and payments page, they fail to mention that you have to do this on the website and not in the app. Once you go to the website version it does ever so briefly display a discount box, but there's no possible chance a human could enter the number in time.

  Business response

  07/09/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our ************* team investigated this matter and were able to connect with this customer via email on July 4, 2024. We apologized for any inconvenience that the customer experienced before confirming that they have an active Premium subscription through a ****** in-app purchase. Due to the subscription being through ******, the customer is unable to redeem a Peacock based voucher on the account. They have successfully turned off the renewal on their Premium subscription account and once it fully ends, the customer will then be able to redeem the voucher to upgrade their account in order to receive the discounted Premium offer.
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up using the advertising link on the peacock website for their $19.99 annual plan. But was immediately charged $29.99 After trying multiple ways to contact NBC Peacock I have gotten no response.

  Business response

  06/03/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our Customer Care team investigated this matter and were able to connect with the customer via email on June 2, 2024. We apologized for any inconvenience that the customer experienced before confirming with them that they have a Premium subscription account and were able to successfully upgrade using the $19.99 discounted annual offer. The customer confirmed that the situation was resolved to their satisfaction, and that no further action was needed.
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

  Customer response

  06/03/2024

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up to create an NBC Universal account. I got in the habit of watching Quantum Leap online because they offered it without commercials, since I was a ******* subscriber. I created the account in hopes that it would make logging in to watch shows easier. But it didn't, and I soon started receiving marketing emails. I've tried to unsubscribe multiple times and they keep coming. I looked into how to delete my profile at their web site, which leads to a privacy page, and it says to contact them to delete a profile, and has a link. The link goes to a "page cannot be displayed". I've also found that they are selling my marketing information without my permission, and give a form to opt out, but when I try to submit the form I also get an error.

  Business response

  05/29/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our ************* team investigated this matter and were able to connect with the customer via phone call on May 29, 2024. We apologized for any inconvenience that the customer experienced before confirming that we have submitted their information to be removed from our Marketing list and that their request is currently being processed. 
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

  Customer response

  05/30/2024

  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

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I subscribe to peacock to get my local news channels because were I live it is hard to get a good tv signal and because it was affordable . But for some reason *** unable to keep my local channels and trying to get in touch with them is a nightmare.They send you to their help page witch includes a robot that ask if it cantry to help while waiting for an agent the chat is open for about 15mins. then it close and you never get to chat with a agent. This problem is ongoing.This is the 4th time I have had to deal with it. It is as if they are able to get the local channels on once they get you money you loose your channels and have to go through h*** to get in touch with them.Out of a month I will have local channels for about a week or a week and a half.

  Business response

  04/07/2024

  We received communication from the Better Business Bureau regarding a complaint filed by the customer (ID #*********.
  
  Our ************* team investigated this matter and were able to connect with the customer via phone call on April 4, 2024. We apologized for any inconvenience that the customer experienced before confirming that we have submitted their information to attempt to correct the local channel they are seeing for their account. We thanked the customer for their patience and will follow up directly once the correction is completed.
  
  We appreciate the customer reaching out to our team. Please note that any actions we have taken are not an admission of fault or wrongdoing.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding our experience with the NBC Studio Tour. I believe that my situation warrants attention and resolution due to the inconvenience and lack of response I have encountered.On 9/3/19, I received an email from NBC informing me of a technical error that resulted in the non-saving of a video from my tour. The email stated that my video was not saved due to the technical issue. The content of the email further apologized for the inconvenience caused and extended an offer for three complimentary tickets to the tour if we were to return to ********.Subsequently, my party and I were unable to take advantage of this offer due to the temporary closure of the tour as a result of the Covid-19 pandemic. Understandably, this was beyond our control, and we awaited the reopening of the tour to make use of the tickets graciously offered by NBC.However, our efforts to reschedule the tour have been thwarted once again, as the tour is now closed due to a writer's strike. Despite my multiple attempts to reach out via phone messages to the NBC Studio Tour representatives, I have received no response whatsoever.Considering the series of unfortunate events and the lack of responsiveness from NBC Studio Tour, I am left feeling frustrated and disappointed. I would like to formally request a full refund for the amount paid for the tour, as I have been unable to enjoy the experience that was promised.I trust that the Better Business Bureau can mediate this matter and help facilitate a resolution between myself and NBC Studio Tour. I eagerly await your assistance in resolving this issue promptly and fairly.Thank you for your attention to this matter.Sincerely,*******************

  Business response

  09/05/2023

  We apologized to the guest for not being able to welcome him back given the tour has been on hiatus since March 2020 as well as for the glitch on his Tour video back in 2019. We informed the guest we expect to re-open the tour later this year and offered him 4 tickets + a $50 gift credit in the Shop at NBC Studios store (located in *************). Once the tour re-opens we will reach out to the guest.

  Customer response

  09/06/2023

  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:

  In the email reply to NBC, I expressed gratitude for the efforts made to address the issue. However, we recently left Manhattan and won't be returning for a few years. Given the prolonged nature of the situation since 2019, I requested a refund for the three tickets initially purchased instead of the offered 4 tickets to join after the Tour's relaunch, due to their current circumstances. I asked for guidance on how to initiate the refund process and expresses appreciation for understanding, aiming to resolve the matter amicably.
  

  Email reply to NBC:

  We appreciate your efforts to rectify the situation.
  
  However, we regret to inform you that we just left Manhattan this past weekend and won't be back for a few years. Given the prolonged nature of this situation since 2019, we would prefer to resolve it with a refund for the three tickets we originally purchased.
  
  Your offer of 4 tickets to join you after the Tour's relaunch is generous, and we appreciate it. Nevertheless, due to our current circumstances, a refund would be the most suitable resolution for us at this time.
  
  Please let us know the necessary steps to initiate the refund process, and we will gladly proceed accordingly.
  
  Thank you for your understanding, and we look forward to resolving this matter amicably.
  
  Sincerely,
  *******************

   

   

   

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

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

  Business response

  10/11/2023

  Thank you below is the final response.
  
   
  
  The consumer rejected the initial offer due to personal circumstances. In this case, we decided to send the guest a $100 refund check for the inconvenience along with a branded NBCU notepad (attached is the copy of the cashed check).
  
   
  
  This complaint is now resolved please close this inquiry accordingly. Please provide proof that this complaint is now closed.
  
   
  
  Many thanks,
  
  ******
  
   
  
  ***************** | NBCUniversal

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is against Fandango and **********. I went in to dine at ********** for the Indiana ***** promotion. The waitress told me that I had to spend $***** to get the ticket. When the check came the waitress indicated that I was short and she suggested that I purchased a small side to make the ***** which I did. The check came to $35.11 before tip and taxes. She gave me the code to redeem my movie and got rejected by ********. I complained to ******** and they said I didn't qualify. I feel that this is consumer fraud in advertising. In big letters they advertise Free Movie with $***** purchase. I want the movie ticket that was advertised.

  Customer response

  08/04/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by NBCUniversal, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The peacock app hasn't been playing season 2 episode 5 of the chosen. Contacted their support and they just want to play games. I'm tired of being the tech support review system. They need to give their tech support some actually tools to do some stuff. When a video isn't playing that on NBC end not mine. Yet that's all the tech was focused on. Even after they couldn't fix my issue they were still wanting my device information. I shouldn't have to be giving my device information for them to fix an issue with a video playing back. Video plays back aren't servered on my PS4. These companies charge money for this stuff and their ability to fix it is lackluster. They need to actually fix basic issues like this. You can't even get a live agent you gotta play around with the stupid AI that's never knows anything. The robot screaming off what the *** can do is absolutely useless.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a free trial for service in December of 2022 and decided it was not a good fit for me. I cancelled coverage fist week of February 2023 and I am still being charged. I reached out via email as this is the only method of contacting them and showed proof of cancellation email. I asked them to cancel and please refund me and remove my card on file and they are refusing I was told I would have to cancel and delete the account. I advised I did cancel in early February but advised they were still charging my card. I submitted an email to to them showing cancellation and they are still refusing to refund me and remove my card from their system. I am being made to pay for something I canceled months ago and Im not even using and havent logged into since late January 2023. Please assist refund is only $9.98 but for me its principle. How can someone continue to charge you for the use of something you are not using or nor do you want. Please Help

  Customer response

  04/16/2023

  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,
  
  *****************************
  
  
  
   
  
  

*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. ↩