ComplaintsforParamount+

• Initial Complaint

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for Paramount+ minutes ago and have been greeted with more advertising than the actual show I want to watch. This is absolutely unacceptable. The only appropriate action is an immediate cancellation of the service followed by permanently deleting my account and all personal information, as well as a refund for the unusable service. I will initiate a chargeback if I havent received a refund within 5 business days. The entire platform needs an overhaul before you can consider charging customers money. The current iteration is theft, at best. The email address associated with the account is the same as with this complaint: ********************

  Business response

  11/12/2024

  Dear *********,
  
  Thank you for reaching out to us about the issue you encountered with your account. After researching your case, we can confirm that a refund was issued on 11/09/2024 and a confirmation email was sent.
  
  Your experience with Paramount+ is very important to us and we hope this resolves the issue. However, if you still have concerns regarding this matter, please let us know.
  
  Have a great day!
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a grad program and am a student since September. The student subscription is advertised as $5.99/month with essential. When I clicked the link and added student info it said Im being charged $7.99. I want the student discount I was told Id be receiving for the plan.

  Business response

  11/06/2024

  Dear *******,
  
  Thank you for reaching out to us about your account issue. We understand how frustrating this must have been, and sincerely apologize for the inconvenience.
  
  We researched your case and see that your subscription is still currently in the Free Trial period and you have not been charged. We are able to confirm the Student Discount is currently active on your subscription and you will receive the discounted rate at the end of the Free Trial period, so long as no account changes are made (ie. cancel, upgrade, etc.). 
  
  Your experience with Paramount+ is very important to us and we hope this clears things up and resolves the issue. However, if you still have concerns, please let us know.
  
  Regards,
  
  Paramount+ Customer Service 

  Customer response

  11/06/2024

  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  11/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When trying to use the streaming service in the evening we are often kicked out of the app, given messages the the app is not available right now, and always a delay when selecting any selection. We do not have the top of the line subscription so feel it is an attempt in their part to force customers to their no commercial top speed service.

  Business response

  11/06/2024

  Dear Cynthia,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  Please call Customer Service at ***** ********, 7 days a week from 9 a.m. to midnight ET, so we can investigate this further. Your experience with Paramount+ is very important to us and we hope we can resolve the issue. If you still have concerns regarding this matter, please let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ Customer Service

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spectrum cable with paramount+. The paramount app doesnt work 99% of the time. I cam watch a show if i restart it a bunch of times. But it is inable to continue to next episode it shows a bit nch of commercials just fine then the paramount+ splash screen then it gets all out of sync green screen with wavey lines and a bunch of multicolored pixelation at top of screen and no sound. I then have to exit paramount+ and try it again about 5-15 times before it works for the next episode. I have only got it to play continuously for very old programs in their list of available shows. This is the only streaming service on my ******* smart tv that doesnt work as intended!! I have made sure every app was running the latest version.I have had this issue yrs ago when I used *** streaming it worked exactly the same like junk. I guess they just repackaged the same bad programming and now it costs twice as much and works just as bad.

  Business response

  11/04/2024

  Dear *****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  Please call **************** at ***************** days a week from 9 a.m. to midnight ET, so we can investigate this further.
  Your experience with Paramount+ is very important to us and we hope we can resolve the issue. If you still have concerns regarding this matter, please let us know.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  10/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Paramount + with Showtime. I pay an annual fee on March 18 every year. It charges my credit card automatically. Today I clicked on Paramount + and it wanted me to sign up or sign in, which it never does. So I signed in and it then gave me the option to sign out or a free trial. I have already paid and it won't let me watch. There is no customer service so I have no access to what I paid for.

  Business response

  10/31/2024

  Dear *****,
  
  Thank you for reaching out to us about the issue encountered with billing. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  We are unable to locate an active account with the provided information. Please call **************** at ***************** days a week from 8 a.m. to 2 a.m. ET, and wed be happy to help you over the phone.
  
  Your experience with Paramount+ is very important to us and we hope to resolve this issue soon.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ **************** 

• Initial Complaint

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had cancelled my free subscription before my trial was up and was charged anyway. I went back into my account and tried cancelling again and it offered me another free month. My credit card was charged $13.81 and I want my refund..

  Business response

  10/30/2024

  Dear ******,

  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.

  Please call **************** at ***************** days a week from 9 a.m. to midnight ET, so we can investigate this further.

  Your experience with Paramount+ is very important to us and we hope we can resolve the issue. If you still have concerns regarding this matter, please let us know.

  We look forward to assisting you.

  Regards,

  Paramount+ ****************

  Customer response

  10/30/2024

  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. I do want to add that ****** the agent told me they don't do refunds and tried to tell me about all the benefits I could have. I told him I had a complaint in with the BBB and received my refund. These places don't make it easy. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Paramount+ regarding an issue with their app on June 29th 2024. This was after a month of not being able to use the app. I would click on a show or a movie I did try multiple the app would attempt to load but would never actually load and would boot me back to the homepage. I was told for 6 months at this point that multiple people are having the same issue and that they are working on it but I have been ghosted by the company I have not been able to get responses or even any kind of updates no one is actually answering my questions or giving me any detail information. The only thing I can get when I actually get a response which is rare is just saying it is still under review Once the issue is resolved we will let you know. As a business if multiple clients are having the same issue I firmly believe it would not take them 6 months to get this taken care of because in my brain that means they would potentially be losing income. I firmly believe that the company has not been doing a single thing to get the issue fixed I have not been able to get a call back I have not been able to get an email response. I was told to send them screenshots of banking information so they can get refunds taken care of and they never responded then they tell me that I have to contact ****** instead so they are also not giving me accurate information either. 6 months is more than gracious and lenient enough and if they were actually showing proof that there was an issue and that it was being worked on that would be another story but they have nothing to show for 6 months of supposed work. I have given up on trying to contact them at this point because I'm not going to continue to fight them for six more months. This has been the worst customer service experience that I have ever seen. I have 50 emails back and forth on and off in those 6 months with any information needed.

  Business response

  10/30/2024

  Dear *****, 
  
  Thank you for reaching out to us about the issue you encountered with streaming. We understand how frustrating this must have been and sincerely apologize for the inconvenience. 
  
  Wed like to make this right and assist with any streaming issues you may still be experiencing. 
  
  A supervisor will give you a call between 9 AM - 6 PM ET to the phone number you provided here. 
  
  Your experience with Paramount+ is very important to us and we hope to help resolve this issue for you. We look forward to assisting you. 
  
  Regards, 
  Paramount+ ****************

  Customer response

  11/04/2024

   
  Complaint: 22484347
  
  I am rejecting this response because:

  The company did call me but I have given them my business hours multiple times and told them I'm not available until 5:00 to troubleshoot anything and they have already had 6 months to fix this issue they were not even interested in hearing what I had to tell them they just immediately went to troubleshooting which we have already gone through if this was a system wide issue that they needed to research then there would be no reason to troubleshoot if multiple of their customers were having the same issue. I told him I was not available at that time as I have told them that multiple times and they needed to call back on a weekday after 5:00 p.m. which day have yet to do. Also, yes the issue is still unresolved and I'm still unable to use my app but I will repeat I was told that they are already aware of the issue and it multiple customers of theirs are having the same issue and that it was being reviewed I would be notified once they had answers and that was 6 months ago so why they are trying to troubleshoot like they don't already know what's going on just again goes to show that they haven't bothered fixing anything. They also lied and told me that they were going to get that refund started for me but they ghosted me instead and now I'm being told I need to go through ****** instead so they are also giving inaccurate information so I don't even know what is accurate and what is not. I don't know what is the truth of what they're telling me and what isn't
  
  Sincerely,
  
  ***** *****

  Business response

  11/06/2024

  Dear *****,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
   
  Rest assured, we have requested an update on the investigation of your case and a supervisor will reach out to you again after 5pm EST as you have requested.
  
  Additionally, since you signed up through ****** Play we are therefore unable to manage your account. To cancel your Paramount+ subscription, just follow the instructions relevant to your device listed here: ************************.

  If you have any further account-related questions (i.e. billing, account changes, cancellation requests, refund requests etc.), please contact ****** Play directly for further assistance using the information below:
  **************
  ******************************************;
  
  Your experience with Paramount+ is very important to us and we hope to provide a resolution for you soon. We appreciate your patience and will be in touch.
  
  Regards,
  Paramount+ Customer Service

  Customer response

  11/11/2024

   
  Complaint: 22484347
  
  I am rejecting this response because: I still have yet to speak to ANYONE. If this was a larger issue affecting multiple users they would be working a lot faster to resolve the issue than loosing money from clients. We are at six MONTHS of no answers and this is BEYOND unacceptable. Not to mention and let alone the fact that one of their representatives asked me for the transaction information so they could get started with refunds and now I'm being told I need to speak to ****** so they also are lying to me and giving incorrect information and trying to put off doing any other work that they would be required to do and I do not have the time to keep going back and forth with them it either needs to get fixed or we need to deactivate my account and get that refund issued ASAP cuz I'm done fighting with them I don't have the time for it anymore and I'm not going to sit here and continue to be put off and ignored and sit here and waiting for a supposed phone call that has yet to happen. Nothing ever gets accomplished if I do get email responses which has been months ago I can't get a response back their response times are not Timely they call you back at the very last possible second that they have available and they dang good and well know that we have told them what times I would be available and they called while I was still clocked in at work just so they could note that a call was made and I'm still put off for another week or two at this point this is getting and is beyond the point of absolutely ridiculous. They have absolutely nothing to show for 6 months of supposed review they can't tell what the issue is but they do know that it's affecting multiple accounts of multiple users. Explain that. The information they give me is not making sense at all it's like they're trying to cover their behind and they're putting it off and I'm just fed up with it I don't want to deal with it anymore and this is not the way to treat a customer or anybody that is paying money for a service that I've not been able to use. Someone either needs to get in there and fix the app because it is an app issue we have already done the troubleshooting steps with my TV my phone all of the things but Shocker the last phone call I got asked when I would be available to troubleshoot and I told them we have already done that so apparently they don't read their notes and details either because after that up to this point it has been an app issue and something on their end but yet now we're circling back to it's something with my devices and Technology so they need to get their head out of their butts they need to get their heads screwed on straight and they need to get it settled and taken care of. After 6 months you cannot tell me that there is a system-wide issue that is affecting multiple people but you all still don't know what it is and after 6 months you will still haven't had it fixed the details just do not make sense! They're spewing out a bunch of b******* just to get off the phones or to end conversations and just say wait another couple weeks we'll get back to you when it's resolved and it never happens so we're done they either need to get it fixed or I'll be deactivating my account
  
  Sincerely,
  
  ***** *****

  Customer response

  11/18/2024

  I received an email saying that I have rejected their responses twice so that the claim was closed. they were supposed to call me back, which i had told them i am unavailable until 5pm. they called at 4:55 to make it look like they reached out. they assured me they would call again which they did NOT. hense why i rejected it again. this claim was not to be closed as this issue is not fixed.

   

  they did not follow thru like they said they would and no one is holding them accountable. I am reaching out to them again today to make it know that it has been six months and someone needs to tell me why they have NOTHING to show for six months of reviewing the case. ive been ghosted by the company and this needs to end. i have also been told to reach out to google for refunds so that is on my to do list.

   

  I am surprised you all didnt allow me to make a comment regarding my rejection letting you know they never officially responded. six months is long enough and ive been patient enough.

   

  paramount needs to get their act together

   

   

  please and thank you

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been having ongoing issues with streaming *** games on the Paramount Plus app. This has been going on for over a year. The picture is blurry and choppy, and will not track with the movement of play. This happens across multiple devices, and has been occurring for over a year. I have contacted them many times, sent videos, explained the issue, been through a multitude of troubleshooting steps, and done research into the issue myself. I have discovered that this is a known issue to Paramount Plus which happens to hundreds, even thousands of subscribers, and has yet to be fixed. I could (and probably will) cancel my subscription, but I refuse to pay for something that doesn't work, to a company that doesn't care to even attempt to fix it. I made the initial complaint about this over a year ago, and I've been paying monthly since then for something that isn't working, and cannot be fixed by anything I am able to do. This is an internal problem with the app and the fact that it still hasn't been fixed proves that they don't care about their customers.

  Business response

  10/28/2024

  Dear ****, 
  
  Thank you for reaching out to us about the issue encountered with your account. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  After researching your case, we can confirm that a member of our ************* team spoke with you on 10/27/24, and assisted you regarding the *** streaming issue. Per that conversation, your case is actively being investigated by our tech team. They will be in touch via email as soon as they have an update.
  
  Regarding your inquiry for a refund, our records indicate that you signed up through an iOS or Apple device and we are therefore unable to manage your account. 
  
  To cancel your Paramount+ subscription, just follow the instructions relevant to your device listed here: ******************************;
  
  If you have any further account-related questions (i.e. billing, account changes, cancellation requests etc.), please contact ***** directly for further assistance using the information below: 
  - iTunes: Visit ***************** or download the Apple Support app in the App Store.
  
  Your experience with Paramount+ is very important to us and we hope this resolves the issue. 
  
  Regards, 
  Paramount+ ****************

  Customer response

  10/28/2024

   
  Complaint: 22479726
  
  I am rejecting this response because:

  The tech department did indeed contact me, as they usually do, with the same, generic troubleshooting steps which neither address my issue, nor provide any useful or practical solutions. The last time I spoke with a member of the customer service team, I explained that this had been tried and tested multiple times, and that were I to receive an email from the tech team, it would be another generic, and ineffective response. I then requested to actually speak to a real technician who may have some insight into the issue which is occurring in the app. They refused to connect me to anyone, or have anyone call me. As predicted I received the generic response, and I am nowhere closer to getting this issue fixed. The tech team doesnt seem to understand that if this issue is occurring on, not only multiple of my own devices, but also on my friends television when I have visited in a different town, on a different internet system, it cannot possibly be fixed by turning my TV on and off, or clearing data and cache from my TV. The fact that they expect me to keep trying nonsense troubleshooting steps that have never worked is insulting.
  This company clearly doesnt want to address or fix this issue, they just want to continue taking money for a substandard service. If they cared at all, someone with a modicum of technical expertise would have called me. That hasnt happened. I suspect it wont happen. I reject the response from this company because it is generic, and dismissive.

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

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Formal Complaint Regarding Unauthorized Recurring Charges by Paramount Plus I am submitting this formal complaint regarding unauthorized recurring charges from Paramount Plus since approx February of this year that I have been unable to resolve, despite multiple efforts. Below are the key details of the issue:Company Name: Paramount Plus Nature of the Problem:Paramount Plus has been charging my Amex credit card ending in ***** (account is in my name, card name is ********** ******) monthly for a subscription I did not authorize.I contacted Paramount Plus directly, and each time they were unable to locate any account associated with my credit card ending in ***** . As a result, they instructed me to dispute the charges through my credit card issuer (****************).Actions Taken to Resolve:I contacted Paramount Plus customer service, but they could not find the relevant account or resolve the issue. They instructed me to dispute with ****. I initiated disputes with **************** for the unauthorized charges. However, each time I dispute the charge, it remains unresolved, and the charges continue.Desired Resolution:I am seeking a full refund of $54.72 for the unauthorized charges and this account to be closed.I also request that Paramount Plus identify the root cause of these recurring charges to prevent further billing errors.Additional Information:The charges are ongoing, and I have no access to the account supposedly linked to the card.Attempts to resolve the matter through both Paramount Plus and **************** have failed, leaving me frustrated and without any recourse.I am submitting this complaint to seek BBBs assistance in resolving the matter. I appreciate your time and attention to this issue. Please contact me if additional information is required.Thank you for your help.

  Business response

  10/25/2024

  Dear *********,
  
  Thank you for reaching out to us about the issue you encountered with unrecognized charges. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  Wed like to make this right and assist with any billing issues you may still be experiencing. A supervisor will give you a call between 9 AM - 6 PM ET to the phone number you provided here.
  
  Your experience with Paramount+ is very important to us and we hope to help resolve this issue for you.
  
  We look forward to assisting you.
  
  Regards,
  Paramount+ ****************

  Customer response

  10/29/2024

   
  Complaint: 22464563
  
  I am rejecting this response because:

  I have not received a call from anyone and now my other card was charged. I would like a refund for this as well. Please call me so we can resolve this.

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

  Business response

  10/29/2024

  Dear *********,

  Due to higher-than-normal volume at this time, our response times are delayed. We apologize for the inconvenience.

  Rest assured, we have requested an update on the investigation of your case and a supervisor will reach out to you as soon as possible.

  Your experience with Paramount+ is very important to us and we hope to provide a resolution for you soon. We appreciate your patience and will be in touch.

  Regards,

  Paramount+ Customer Service

  Customer response

  11/03/2024

   
  Complaint: 22464563
  
  I am rejecting this response because:

  Someone sent me an email and I responded asking to schedule a time to talk. No response yet. That was a few days ago. Can you please try and call me again or can we set up a time? Or can you just please refund all of the charges including the new one?  Please stop charging my card.

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

  Business response

  11/13/2024

  Dear *********,
   
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
   
  We have researched your case and saw a supervisor attempted to contact you on 10/30/2024 at the number provided, but was unable to reach you. As a result, a member from our ************* team left you a voicemail and also sent an email requesting a preferred time to call. Please reply to their email for further assistance or call ***************** days a week from 9 a.m. to midnight ET.
   
  Your experience with Paramount+ is very important to us and we hope to help resolve this issue for you. We look forward to assisting you.
   
  Regards,
  Paramount+ ****************

  Customer response

  11/14/2024

   
  Complaint: 22464563
  
  I am rejecting this response because:

  I already followed up requesting a time to chat but havent received a response. See attached.

  Ill follow up again, but could you provide me with the direct phone number of a decision-maker? That would make resolving this so much easier.
  

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

  Business response

  11/15/2024

  Dear *********,
  
  Thank you for reaching out to us about the issue you encountered. We understand how frustrating this must have been and sincerely apologize for the inconvenience.
  
  After researching your case, we can confirm that a member of our ************* team spoke with you on 11/15/2024, and assisted you regarding this matter.
  
  Your experience with Paramount+ is very important to us, and we hope this resolves the issue. However, if you still have concerns regarding this matter, please let us know.
  
  Have a great day!
  
  Regards,
  Paramount+ ****************

• Initial Complaint

  10/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yes I tried a free 30 day subscription, that was not useful for the one show I wanted to stream. I did not use the streaming service one time 30 days ago, to the very day today. Nor, did i want to re-occour a subcription a service that I was disappointed and not satisfied as a comsumer. I want a refund. Also no answer is not in turn an answer for yes.

  Business response

  10/23/2024

  Dear Kamfut,
  
  Thank you for reaching out to us about the issue you encountered with your account. After researching your case, we can confirm that a refund was issued on 10/22/2024 and a confirmation email was sent.
  
  Your experience with Paramount+ is very important to us and we hope this resolves the issue. However, if you still have concerns regarding this matter, please let us know.
  
  Have a great day!
  
  Regards,
  Paramount+ ****************

*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. ↩