Complaints

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.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Telus charged me $14.99 for the month of August, September, and October. for a total of $44.97 plus taxes. They found Mobiversity alleges I bought an "App". The message in quotation marks is what Telus forwarded me after a long Chat and phone session where I requested a refund from Telus. This is totally false, I never bought anything from them: "Customer service (Mobiversity) Jan 6, 2023, 11:58 GMT+4 Thank you for contacting Customer Care. We do see a subscription was active on the mentioned account. But now, we can confirm that the number has been unsubscribed from our service. Our service logs indicate while on the Telus network, the user interacted with one of our promotional pages. The mentioned-mobile phone number was entered and immediately sent a 4-digit pin number, via SMS, that the user entered on the confirmation step, to authorize the subscription. Shortly after, the user was sent a confirmation message containing the cost and frequency of the service; including contact details of our support team, and options to unsubscribe." I don't want to go thru the pain of contacting such a deceptive company and trying to get a refund. They just simply have to act and correct such dishonest actions.

• Initial Complaint

  Date:11/17/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 called ***** to ask why two of my monthly bills were much higher than the others. I was told it was because of a subscription to Mobiversity and if I wanted a refund it would have to come from them. Mobiversity said they could not refund my money because of a ***** rule.I have no memory of obtaining this subscription or authorizing payments on my phone bill. ***** should fell obligated to refund money taken from people for this scam. They should be accountable for whom they associate and do business with.

• Initial Complaint

  Date:09/18/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mobiversity FRAUDULENTLY charged my wife for a subscription service she did not sign up for. The company uses spam pop-up ads as a link to their service. When my wife was searching for intramural sports for our children, the ad came up and during her attempt to close the ad, this company instead linked her to their page and "authorized" their subscription service. When I confronted their customer service about this, the rep I was speaking with sent me an image of the SMS communications they had sent to and received from us. She says in order to subscribe, we needed respond and send them the code they sent us. But, the SMS list clearly shows we never sent them the code authorizing their service. Texts to Mobiversity are captured as "Received from customer", while the ones they sent are "Sent to customer." As the image clearly shows, the only message they received from us was to stop service. Therefore they falsely and fraudulently authorized subscription to their service. When I first reached out about this, Mobiversity promised in writing to refund two of the charges, though I have demanded that all charges be refunded. I checked with my phone service provider today and they say none of the charges have been refunded. So the company is not only lying about refunding customers, they are not bothering to respond to my requests for refund. I want my money refunded.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/21) */ Thank you, Mr. ******, for your email. We are more than happy to research the charge from your TELUS/Koodo account. However, we need the mobile number that was charged in order to look up anything on the account. The number provided is not subscribed to any of our services, nor is the email provided listed as having contacted us. Please provide the number that is receiving the text messages or shows on the Telus/Koodo bill. If you can provide the number subscribed, we can give you the full details of your subscription. Please provide the information and we can assist. Thank you. Consumer Response /* (3000, 7, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Good day, The number that was charged for your services was XXX-XXX-XXXX. It is the second phone number on my account. The email address for which correspondence was initiated is **********@yahoo.ca I dispute your characterization of the charges as a "subscription." As I have indicated multiple times, we did not actively or knowingly subscribe to your services. Your ad came up while my wife was searching for intramural volleyball for my kids. She closed the ad and your company apparently registered this as an "authorization" for service. From the screenshot your company provided of the SMS communications they had with that phone number, it clearly shows that you never received any SMS authorizing service, only one to stop service once we realized we were being charged secretly through our phone bill. I want a full refund of all charges. Business Response /* (4000, 9, 2022/09/23) */ Thank you, Mr. ******, for the updated information. As discussed in our email communication ending 9/16/22, regarding your Mobiversity subscription, the number provided was subscribed on your mobile device, while browsing the TELUS network: www.ontariovolleyball.org. Our advertisement came up on 06/14/22, and were asked if you wanted to be subscribed to Mobiversity to enter your mobile number. Right after, we sent you Pin # 8521, which needed to be entered to confirm the subscription. The pin is not entered via SMS but on the mobile page. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. Previously we confirmed your account was unsubscribed and has been credited a refund of $29.98. To review, as of 9/23/2022, we have confirmed your cancellation of the number provided, blocked your number from subscribing to any of our services, and provided a refund of $29.98. Please note, this does NOT block other services available on TELUS. Please note, TELUS has a strict 60-day refund policy, which does not allow us to refund beyond the 60-day period. Unfortunately, your charge from 06/14/22, is outside that 60-day refund window, and would not be able to be refunded further, as it will be blocked by TELUS. We apologize for the inconvenience Please contact us if you should have any further questions. Have a great day! Mobiversity Customer Care

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The App Store charge of $14.99cdn + tax showed up on our Koodo phone bills, but didn't know what they were for. No info on the Koodo bill. Had to spend time searching through texts on the phone to find something on the same date it started. Found Mobiversity texts asking to enter a code on their website. We never looked at, clicked on or entered anything on a Mobiversity text or on their website. Never saw the name before this happened. I have been back and forth three times with Koodo by phone and Mobiversity on emails to get a full refund of the multiple months of charges, but Mobiversity is saying first they would do one month and then only two months. All along Koodo and Mobiversity making me feel as though it is my fault for letting these charges happen. Here is the latest reply from Mobiversity. If we had requested and approved the purchase we would not be complaining. "It looks like you were on www.saltwire.com, when our advertisement came up on xx/xx/xx, you were asked if you wanted to be subscribed to Mobiversity to enter your mobile number, we sent you Pin # 3799 by text, and asked that you enter it in the website requested, to confirm the subscription, when you entered the pin #, it subscribed you to Mobiversity." Only the texts sent to our phone are the truth in this statement. Bottom Line here. This type of charging is easy to implement without any record of initiating or accepting the purchase. Koodo and Telus are also at fault for partnering in these transactions from dubious third-party app businesses. These are not purchased through Google Play or Apple Store. They are direct to my bill through Koodo. We expect a full refund of all the charges made by Mobiversity, as we have not requested or accepted the service, regardless of the "strict" refund policies of Mobiversity or Koodo. We don't have time to be wasting on this type of annoyance, and I now fear Koodo could pass *** same type of charges along at anytime in future.

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/19) */ Thank you, Mr. *******, for the message. From our research on your Mobiversity subscription, the device was subscribed on from a mobile device, while browsing the TELUS network. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. We have no record of you contacting us via email or phone with information to assist. I do however see that you contacted TELUS yesterday however we have received no follow up from them. We have updated your account to include a refund of $29.98. Please note, you will see this as a credit on your bill within the next full billing cycle. To review, as of 09/12/2022, we have confirmed your cancellation of the number provided, blocked your number from subscribing to any of our services, and provided a refund of $29.98. Please note, this does NOT block other services available on TELUS. We Apologies for the inconvenience. TELUS/Koodo have a strict 60-day refund policy, which does not allow us to refund beyond the 60-day period. Unfortunately, your charges from 5/3/22, 6/3/22, and 7/3/22, are outside that 60-day refund window, and would not be able to be refunded further, as it will be blocked by Telus/Koodo. Please contact us if you should have any further questions. Have a great day! Mobiversity Customer Care. Consumer Response /* (3000, 7, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response, however your company and Koodo continue to avoid resolving our issue, that we have been unfairly charged for all 5 months, as we at no time agreed to initiating a subscription. Refund policies of Koodo and your company are irrelevant. Koodo has advised me that they submitted a ticket to your company to request the full refund for all 5 months - on ticket #XXXXXX, which your customer service provided to me. Tickets#XXXXXX, & XXXXXX have also been recorded in correspondence to me from your company. Koodo has advised me that there is no policy stopping your company from processing a refund of more than 60 days. You are absolutely capable of doing so. Furthermore, there is no record of an acceptance of starting a subscription of your services. Texts to our phone is not proof of acceptance. Evidence that we visited a website is not proof of our acceptance of your service. There is no official record of our acceptance, as we did not initiate any acceptance, intentionally or mistakenly. Therefore, all charges were not justified. Please respond to Koodo customer care that your full refund for 5 months of charges will be refunded on our next Koodo billing, as this is the fair and right resolution to our issue, both from your company and Koodo.

• Initial Complaint

  Date:09/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Apparently while I was looking through a link/website on my handheld device, I was promoted to provide my phone number and inadvertently subscribed to the business' service which resulted in a regular charge through my phone provider. I'm not certain exactly when this began, I had no idea that I had subscribed to a monthly charge until I carefully read a text message they sent me inn February 18, 2022 at 1:03am. That text gave me the option to cancel which I immediately did. Then on May 30,2022 another text arrived (that I missed) and the charges started up again. $14.99/mth until again recently when I noticed a renewal text from them on Aug 30/22 and I emailed them immediately requesting to cancel the subscription. I should be refunded any/all charges dating back to Feb.18/22 at least because that's when I initially replied to their text to cancel. Ideally I would be refunded all charges taken from me because I honestly had no idea I was signing up for some Mobiversity subscription at any time. I'm not sure how it was presented to me but I guarantee that if I was clearly told that by doing xxxxxx with Petfinder that it would automatically lead me into a recurring monthly charge of $14.99 for some service called Mobiversity, I NEVER EVER would have agreed to it. I STILL don't know what Mobiversity is, what service they offer, or what they Do. Why on earth would I agree to sign Up for it? They've offered my a refund of approximately $30...? I should refunded for every month I was charged if they want to be honourable. Thank you, ***** **********

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/13) */ Thank you, Mr. **********, for the message. From our research on your Mobiversity subscription, the device was subscribed on from a mobile device, while browsing the TELUS network. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. We have no record of you contacting us via email or phone with information to assist. I do however see that you contacted TELUS yesterday however we have received no follow up from them. We have updated your account to include a refund of $29.98. Please note, you will see this as a credit on your bill within the next full billing cycle. To review, as of 8/30/2022, we have confirmed your cancellation of the number provided, blocked your number from subscribing to any of our services, and provided a refund of $29.98. Please note, this does NOT block other services available on TELUS. Please contact us if you should have any further questions. Have a great day! Mobiversity Customer Care

• Initial Complaint

  Date:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mobiversity charged me 3 month for $14.99 through Koodo bill for do nothing, this is scam! I called XXXXXXXXXX, they said they will refund me. How is this happen, send you a text, you do nothing, start charge you. What kind business is this. Please stop it somehow

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you, Mr. ****, for the message. From our research on your Mobiversity subscription, the device was subscribed on from a mobile device, while browsing the TELUS network. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. We have no record of you contacting us via email or phone with information to assist. I do however see that you contacted TELUS yesterday however we have received no follow up from them. We have updated your account to include a refund of $29.98. Please note, you will see this as a credit on your bill within the next full billing cycle. To review, as of 07/19/2022, we have confirmed your cancellation of the number provided, blocked your number from subscribing to any of our services, and provided a refund of $29.98. Please note, this does NOT block other services available on TELUS. Please contact us if you should have any further questions. Have a great day! Mobiversity Customer Care Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the call and message above, they said they will refund me, but I can only confirm after I get my money back. Because Mobiversity charged by through my phone bill. That phone bill not change yet. I will accept the response until re-fund from my phone bill *****

• Initial Complaint

  Date:08/31/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 past several months, ESR TV has been attempting to bill $9.99/month through my Verizon account for a service I do not recognize and have never utilized. I have called repeatedly (855) 707-1899 demanding that they unsubscribe me from whatever this is. ESR TV representatives are extraordinarily obnoxious and unprofessional, talking over me loudly. It is very sneaky to bill via my Verizon account causing difficulty to get rid of the superfluous charge. Despite receiving this text notification on 8/14/22 from 75426 , ESR TV just billed me again via Verizon: "ESRTV: You are not subscribed to the service. Help: XXXXXXXXXX or [email protected]." Verizon said I would be billed for at least two additional months by ESR TV! When I called ESR TV just now, the first representative hung up on me. The second representative was very insulting and extremely hostile. So much so, I asked if he just got out of prison. He advised that I am not currently subscribed yet ESR TV billed $9.95 again. There is something very disturbing about this business. ESR TV claims I responded to an advertisement and signed up for their service via PIN. No, I did not! This company is fraudulent. Somehow utilizing mobile phone services to snare customers on the sneak. In summary, I do not recognize this company. I have not used their services and never will. SEE ATTACHED TEXT: AT NO TIME DID I SUBSCRIBE OR RESUBSCRIBE TO THIS SERVICE! I'VE BEEN DEMANDING FOR MONTHS THAT ESR TV STOP ATTEMPTING TO COLLECT FEES FROM MY VERIZON ACCOUNT

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you, Ms. ****, for your message. From our research on your subscription, the device was subscribed from your mobile device, while using the Verizon network. The subscribed number was immediately sent a text message confirming this subscription and sent each month. Please note, Verizon will also send a text message from their system short code, 8911, confirming this each month. I see that you contacted our customer care on 8/15, where you were unsubscribed, and a confirmation text was sent; your screenshots have confirmed this. Your subsequent calls to our customer care department, did not result in your asking for a refund. I have reviewed each call and at no time was our customer care rude, insulting or hostile. However, we have processed a refund for the most recent charge, which may take one full billing cycle to appear, and blocked your number from our systems. Thank you in advance, Customer Care Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Particularly the last representative was extremely rough, insulting and OBNOXIOUS. To deny that is ludicrous. Some representatives barely speak coherently. By adding their charges to mobile carriers, it makes it extremely difficult for a consumer to identify and unravel their "charges." I did not knowingly sign up for this service at any time. I demand all charges be reimbursed to me! I did not use this app or whatever it is a single time. I have no idea how a "subscription" occurred. It was not by intention. I get a massive amounts of SPAM texts daily. I did not recognize the sender of this text. Business Response /* (4000, 11, 2022/09/14) */ Thank you, Ms. ****, for your message. We have updated your account to include an additional refund of $39.96, for a total of $49.95. Please note, you will see this as a credit on your bill within the next full billing cycle. Thank you in advance, Customer Care.

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Mobiversity has been fraudulently billing me for two months and no end in sight. I did not subscribe nor am I interested

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you, Mr. *******, for your message. From our research on your Mobiversity subscription, the device attempted a subscription on from an mobile phone, while using the TELUS network. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. I see that you contacted our customer care on 8/29 and did confirm the unsubscription and provided a refund of $14.99. we have been able to refund the additional charge of $14.99, total $29.98, back to your TELUS account. NOTE - this may take one billing cycle to appear. Please let us know if you should have any additional questions. Thank you in advance, Mobiversity Customer Care

• Initial Complaint

  Date:08/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We were not aware that we ever subscribed to ESR TV, someone did it by providing my husband's cell number taking advantage of KOODO's third-party payment system, they charged us 14.99 a month on our phone bill. We didn't realize it until after 4 months when I was checking our bill after getting a new cell phone. I have sent an email to *********@esrtv.com demanding the cancellation and wanting the refund of my payments. I have basically been told my account is canceled, bit nothing about any kind of refund. This should be illegal! I cannot believe Koodo allowed this to be charged to our account. Why isn't there a class action lawsuit about this type of scam yet. Appalling.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you, Ms. Rostron, for your email. We are more than happy to research the charge from your Koodo account. However, we need the mobile number that was charged in order to look up anything on the account. The number provided is not subscribed to any of our services, nor is the email provided listed as having contacted us. Please provide the number that is receiving the text messages or shows on the Koodo bill. If you can provide the number subscribed, we can give you the full details of your subscription. Please provide the information and we can assist. Thank you.

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 July 11, I received this text "Enter PIN **** to complete your Mobiversity subscription for $14.99 per month. Help? *********@mobiversity.com or call XXXXXXXXXX @ca.mobiversity.com ******** Since I had absolutely no idea what on earth was Mobiversity, I thought this was spam on the same level as those texts asking me to resolve my Netflix account (I don't have any) and I ignored it. It was followed by this text: "Welcome to MobiVersity! Access: fc.mobiversity.com?sid=XXXXXXXX You'll be charged $14.99/mth. To cancel send STOP MOBI to ***** Help? *********@mobiversity.com or call XXXXXXXXXX". I ignored this as well, how can they charge me anything w/o credit card info? By the time I found out, a first $14.99 charge was added to my Telus bill, and got a text telling me my access to Mobiversity had been renewed for $14.99. I tried resolving this with Telus, they directed me to Mobiversity. It was never specified this would be billed on my Telus mobile account. In an email exchange, they argue I completed a 3-step inscription: 1) access their site, 2) entered my phone number (I never did!), and 3) complete registration with PIN numer from text (I never used it! ). Now, they offered to refund the 2nd $14.99 charge. I want a full refund for the July and August charges, $29.98. I never subscribed. I never gave them my number and I never used the PIN. I can't be held responsible for something I didn't buy into. Their practice is deceitful. Why not have a registration process that's clear and straightforward where they detail fees and payment options at the time one does register?

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Thank you, Ms. ********* for your message. From our research on your Mobiversity subscription, the device attempted a subscription on from a mobile phone, while using the TELUS network. The subscribed number was immediately sent a text message confirming this subscription to Mobiversity. I see that you contacted our customer care on 8/22 and did confirm the unsubscription and provided a refund of $29.98. NOTE - this may take one billing cycle to appear. Please let us know if you should have any additional questions. Thank you in advance, Mobiversity Customer Care