ComplaintsforFUNimation Entertainment

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a blue-ray movie set of 2 movies: Parasyte 1 and Parasyte 2, with digital copies of both movies on December 3rd from Amazon. The included digital copy of the movie is from the Funimation website. Funimation merged with Crunchroll in 2021. Now Funimation is flooding up as of April 2nd, and NOT moving my digital movies, bought and paid for, to Crunchyroll. Subscriptions move, but not digital purchases. I was able to buy this movie set and get the digital copies in my Funimation account, advertised with "DIGITAL HD" copies. Funimation/Crunchyroll knew what was coming but still allowed sales and advertisements of the digital copies. Yet they still continue to allow the sale of these digital products, even now. Not until February, did they annouce that they are closing Funimation down and moving all content to Crunchyroll, EXCEPT digital copies, which they claim they do not support. No TECHNICAL EXPLANATION, accommodation, refund, credit value is offered in place of these movies. I have owned then 4 months!

  Business response

  03/12/2024

  Hello,

  Please reach out to the Funimation customer service to get this resolved.

  Customer response

  03/15/2024

  I am rejecting this response because:   I have already contacted the Funimation (and Crunchyroll support, and received no replies, other than notification that the support ticket was opened. This is why I was forced to pursue this complaint with the BBB. 
  

  From the news about people being upset about losing their digital copies: from The Verge, a respected technology news blog.

  "Funimations solution for wiping out digital libraries could be good, if it works
   / 
  Crunchyroll president *********************** says the company is working with customers to provide an appropriate value for titles that will be lost in April."

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

  I filled with the BBB about Crunchyroll and was told to go to Funimation support. I did. No reply. I filed against Funimation with the BBB about Funimation and was told to go to Funimation support. I did. No reply for my second support request. 
  

  All the talk appears to only be delay tactics and damage control. I have not read in the tech booths about anyone actually receiving compensation.

  I AM LOSING MY DIGITAL MOVIES. They will NOT be available on the Crunchyroll streaming service, even with a the requested few months compensation subscription. 
  

  I purchased these movies 4 months ago, as advertised and still available with "Digital HD" copies and that promise and advertisement is broken and I will no longer be able to play the movies on my phone or tablet, the reason I bought the movies. 

  Respectfully,

   ***************************

  Business response

  03/25/2024

  Hello,

  Customer service has reached out. Please work with the agent to resolve this issue.

  Customer response

  04/02/2024

  I am rejecting this response because: Support contacted me and promised 3 months free Crunchyroll. I have waited more than a week and my account still shows only the Free tier and not the promised paid level. They did offer a ********* $10 gift card code, which I received. But not the 3 months free. Please advise. 

  Customer response

  04/10/2024

  I was offered and accepted a proposed 3 month subscription to Crunchyroll, and a $10 ********* gift card as compensation. I received the gift card code, but weeks later, Funimation and my digital movies are now gone forever, and I still don't show that I have a subscription to Crunchyroll. My email address account login was the same for both Funimation and Crunchyroll. Crunchyroll/Funimation support has not responded to my last reply. Frustrated.

  Business response

  04/23/2024

  Hi ****,
   
  Thank you for your patience, I wanted to inform you that I have read your previous conversation with my colleague and I am fully up to date with your issue.
   
  I would like to apologize for the delay in our response and any inconvenience this may have caused. I am pleased to inform you that we have added three months to your Crunchyroll account associated with the email address ************************** This will allow you to access our entire catalog and enjoy your favorite anime.
  
  Furthermore, I see we have provided a ********* code that can be used in the *********/Xbox store so you can use it to redeem digital content.
   
  I appreciate your understanding and patience, if you ever need anything else you are more than welcome to contact us again.

  Customer response

  04/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to cancel my Funimation account at the website www.crunchyroll.com. I used my username and password, but it didn't work. I tried sending a link to change the password but I didn't get a message. I looked at the Help information, and it said you can no longer use a username to log in, but it does not say how to log in. It says to enable Javascript, so I did that, but I still couldn't log in. I tried contacting the company, but there is no contact information. So at this point, I am not able to cancel the subscription, at least as far as I can figure out.

  Business response

  02/06/2024

  Hello,

  Our customer service has reached out. Please work with the agent to resolve this issue.

   

  Customer response

  02/06/2024

  I have reviewed the business response and accept this resolution. They have cancelled my subscription and refunded for me 3 months. Thank you!

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was unaware of this subscription. My daughter signed up for a free account. ********************** then changed the free account to a $7.99/month subscription. This was charged from October of 2022 to May 2023. We noticed the charge and contacted them to cancel the account. I cannot sign on and cancel the account because their website does not offer cancelations on free accounts, even though they are charging now. At the beginning of June 2023, I requested that the account be canceled. At that time I was unaware that this was through my daughter's email. I gave them my emails, my wife's emails, and our card information that they would need to see the charges. According to them no accounts or charges belonged to us. My bank immediately found the charges and told me what card was being used. I gave them this information along with my daughter's email to cancel the account. This was on June 28th. They charged me for two more months and just ignored the emails. To this date, the only response is that they are getting a "specialist" to look into it. That response came on July 2nd. I would like to have the account canceled and be refunded the last two months of charges. I would settle for them just to stop charging my account. I am speaking to my bank about blocking them from my account.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Upon review of my credit card statements, I noticed charges from Funimation Productions going back to 2022. Nobody in my family signed up for their subscription. I tried to log into the account by providing various of my family members’ email addresses and hitting the “reset password” button but it doesn’t look like any one of our emails is linked to this subscription. Which leads me to believe this was a fraudulent subscription that the company has been charging me for. I’m attaching a list of transactions per my credit card app (multiple ranging from $7.99 to $9.99) over the last year and a picture of my most recent credit card statement. I would like to have them cancel the subscription and refund me the money that I was charged in error (or in fraud)

• Initial Complaint

  07/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Hello Reader, Recently there has been a situation where I have been charged multiple times for a my subscription for funimation. I have sent multiple emails concerning this, and have received no response. I would like to continue to use their product. What happened was I was getting double billed, and when I emailed them, they disabled my connection to the app. This issue has not been resolved yet. I had to resubscribe $80 to file my subscription.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried to log in the the streaming service about 3 weeks ago and discovered I couldn't because my login was compromised from a user who stole the account I'm paying for. I emailed funimation support in the middle of May and told them to restore the account and sent proof of the email address that stole my account and a picture of my payments to funimation as proof the account was mine. I got a generic "will look into it"... it has been several weeks now and when I email about updates or speaking with a manager l, I get nothing back. I want this account back because I have lower payments because I joined years ago and getting a new account would mean I would to pay more since they have increased their prices. I had someone try and take my account on HBO *** in the past and HBO was able to get my *** account back within minutes of me reporting the problem (to compare HBO *** handling vs funimation). I want Funimation to fix this as soon as possible. I feel I have no other recourse but to report them because they are literally ignoring me and not fixing an issue that should have been handled weeks ago on the day I reported it. Screen shots of fake email (my email is ************************* and thats what this funimation account should be on) provided and my proof of my payment from my bank. Return the account to me and let me reset the password so I can use my account and not someone else who isn't paying for it and stole it from me.

  Customer response

  06/08/2023

  Funimation has finally reached out and fixed the issue. I sent an attachment of the email sent. The email makes it look like they saw unusual activity on the account and sent an email telling me to do a password reset.... they most likely removed the hacker who took my account and my email address back on the account. That's the only way a password reset could have been done. In conclusion, I am satisfied that I now have the account back. I am fine with close being resolved going forward. However, Funimation should address issues right away, seeing alot of stuff online about how they take weeks or even months to address things, with many people turning to BBB for help. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Dec 24, 2022, I ordered via Amazon.com the DVD+Blu-ray+Digital version of an anime series, Haibane Renmei (ORDER # ***-6215102-4825009). It was delivered on Jan 02, 2023. The disks were fine. When I tried to enter the Digital Code on www.funimation.com website, the code was accepted but the digital copy of the anime series was NOT added to my digital library. I contacted FUNIMATION Support about this problem, citing the details of ************** NOT showing up in my Digital Library. I received a reply from [******************** on Jan 3, 2023] stating they needed purchase details. I provided them. On Jan 4, ******** emailed me: "Thank you for your patience and for completing the troubleshooting steps. I have done some additional tests on my end and based on my findings, ... I have forwarded this case to the appropriate team for further review." I never heard back from ******** nor any "appropriate team." On Jan 26, I tried reaching ******** again and received from [************** on Jan 26, 2023] the message: "This is *****, thank you for the response, and for sharing these details! We appreciate your patience while our escalation team works on your case." Again, no follow-up at all. On March 9 I sent another email to Funimation stating: "Today is March 9, 2023, 48 days after I was informed your escalation team would address my issue. I checked my Funimation website: my digital copy of Haibane Renmei is still not in my library..." No response! About Mar 21 I sent another email. ********** replied: "I will be glad to assist you with your digital copy. ... Please provide a screenshot when you try to redeem the code, a picture of the ** number, UPC number, digital Copy Code," and much more. I sent a lengthy email with all info and 6 photos of details. It's now May 24--141 days later-- and I have NO FEEDBACK and NO RESOLUTION to my problem.View more @ *************************************************************** Assigned to ****** A Id #******* Status OPEN Follow-up Request #*******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a bluray that included a digital copy. When I went to view the video on their site it told me that I needed a subscription when both their site and the copy say you don't need a subscription to view. I emailed asking about this and they collected some information and told me they would look into it. After a few weeks I reached out asking about the status and they emailed me back with an automated response they were looking into it. A week later I asked again and got the same automated response. A week later I asked yet again and still got the same automated response. I gave them about two weeks and asked again but with no response this time. I have asked twice more now asking if they are even looking into it and haven't gotten a response. All I am asking for is my purchase to actually work.

  Business response

  03/28/2023

  Hello there. I apologize for the delay, but do not worry, I will be happy to follow up on the situation you have reported. I have sent you an email to provide support on the matter.

  Customer response

  03/28/2023

   
  Complaint: 19845463
  
  I am rejecting this response because: This is not a solution just a regression of an email thread that started at the beginning of this year that should have solved by now. There is no guarantee that anything will be solved all this is is just a blanket statement that means nothing.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a jacket from Funimation, at the time I didn't think much about it and left it in the box. After deciding that I wanted something else, I had decided to put it up in Ebay. Researching more about the product I found that the company had made false claims about the product which directly affected its value and ability to be resold. Funimation claimed that the jacket was Designed in Italy and Manufactured in Germany, when in fact the garment was made in Pakistan and is clearly marked that way. I have since removed the unworn jacket from the box and photographed this. After contacting Funimation/Sony about this issue they said they would get back to me about it. They never did, I just let them know I would escalate the issue with you and the Federal Trade Commission, and came here to file. In addition to the cost of the item I have lost money in listing fees in eBay. I had contacted another user in Ebay selling the same item who had the picture of the tag I noticed made in Pakistan. He was having the same issue not being able to sell. We bought these directly from Funimation and we're misled about the quality of the garment and where it was made. I have pictures if it helps. *************************************** Please compare the images to the information available on the actual product page in the link above.

  Business response

  01/03/2023

  Business Response /* (1000, 10, 2022/11/01) */ Waiting on the user to send everything back with the coat, including the designer box the jacket came in to process a refund Consumer Response /* (2000, 12, 2022/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We paid the $50 yearly subscription for Funimation through Microsoft in May 2022. Our account definitely got charged and at first it was working, but back on June 15, 2022 we reached out to the customer service at Funimation because our account was suspended and can only use free services even though we paid. We have been periodically checking in on updates but they keep telling my husband and I that they will fix it and it should be soon but there is a delay. They keep copy and pasting the same response and passing us to different support agents in the email support. They won't give us a phone number and they won't budge on giving any actual update to getting this fixed. They also won't compensate for the fact we haven't been able to use the service for the last 2 and 1/2 months. I've tried resolving this multiple times and even tried submitting another new claim but we are still waiting with nothing having been done to fix the issue.

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/09/23) */ Thank you for bringing this to our attention. We will be happy to investigate the issues you are experiencing with your subscription. We have emailed you the email address you provided to continue working on this issue. Consumer Response /* (3000, 7, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem was not resolved, there has been an lack of communication, as well as we are being passed around to different representatives

*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. ↩