ComplaintsforFUNimation Entertainment

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Funimation falsely advertises that it offers customer support. In reality, support tickets (the only way of seeking help) are rarely responded to, and if you are lucky enough to get an actual response, it is weeks/months after the fact. The system is deliberately set up to ignore people, many of whom are paying customers. Ultimately, I spent a lot of money on a Funimation subscription that I would not have otherwise purchased had I known that no customer support is actually provided.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/10) */ Hello ********, I apologize for the delay in our response. I have reached out to you to the email you have shared. I'll be happy to look further into your case. Miguel N. Funimation Support. Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Non-substantive response Business Response /* (4000, 9, 2022/02/15) */ After reviewing the case, I would like to mention that the information you request, for example: "How many tickets we take daily," and other details related to internal procedures cannot be provided outside of Funimation. I will be happy to continue working on the case. I'll be happy to review the possibility of a refund, but I would like to know more about the issues you experienced, which have not been shared yet in our conversation. Miguel N. Funimaiton Support. Consumer Response /* (4200, 11, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person I spoke to at Funimation intentionally misinterpreted the nature of my complaint. This person only focused on why I sought customer support in the first place, even though I repeatedly said the problem I experienced is now moot. The only thing I care about at this point, and the only reason for my complaint, is that Funimation falsely advertises the provision of customer support, and thus, obtained my money and the money of thousands of others under false pretenses. On that issue, the person I spoke to admitted that Funimation engages in false advertising. This person claimed that Funimation support can be reached by leaving a voicemail at ************, a number Funimation advertises on its website. This person, a "Support Supervisor," was apparently unaware that the above number has been out of service for over three weeks, and likely much longer. If support staff routinely check for voicemails, as they should, they would realize very quickly that the above number is out of service. But judging from the "Support Supervisor's" response, perhaps they only check for voicemails once a month, if ever. Relevant to my complaint, I asked for basic metrics regarding the quality of Funimation support. The person I spoke to refused to provide any, and did not even confirm the existence of such stats. I suspect these metrics don't actually exist at Funimation, because there is no real support feature to measure in the first place. Ultimately, the person I spoke to could not dispute that actually reaching support staff is a very long and difficult process, to the extent it happens at all. That is not the quality of support Funimation advertises to its thousands of subscribers. Despite admitting that Funimation engages in false advertising, the person I spoke to nevertheless refused to refund my money. Perhaps that will require government enforcement or a class-action lawsuit.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received Beserk the complete collection for Christmas. It included a Blueray and digital copy. I redeem ed the digital copy and it shows in the system it was redeemed but it does not show up on the account. I've contacted customer service and they have refused to answer my email or phone calls about this situation. I payed money for option to play it on a disk or stream it on the site with my digital copy. I expect Funimation to fix their system and add my digital copy to my account!

  Business response

  02/23/2022

  Business Response /* (1000, 7, 2022/02/03) */ Hello ******, I apologize for the delay in our response. We're currently investigating the issue. I have reached out to you over email, so we can continue working on the case together, additionally, if you have any additional questions or concerns, I'll be happy to look into them for you. Regards, Miguel N. Funimation Support

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account for Funimation has been hacked the day I noticed it was December 24, 2021 I have paid for the year-long Subscription that was way back in April 2021. I went to there site and contacted support via their email at help @Funimation.com. it has been a week and I have not yet heard back from them for a solution for my issue. I have sent them all the info they have asked for but after that, I don't get any response or as much as we have looked into it. I have summit many complaints via their site and on Twitter but nothing. A lot of my info personal was saved on that account so I need this to be fixed fast as possible. The faster the better

  Business response

  02/23/2022

  Business Response /* (1000, 8, 2022/01/19) */ Hello *****, I was able to confirm that your account has been successfully restored and secured. However, to follow up on your case, I have reached out you out over email to continue working together with you on this situation. Miguel N. Funimation Support. Consumer Response /* (3000, 10, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) While yes I did get my account back it is still very Unsatisfactory. I put in a support ticket back in December and only yesterday did I get a response. I had to enter multiple support tickets till someone finally fixed my issue. Meanwhile, Someone else had access to my account who had access to for a month to which I paid for the whole so I lost time for something I paid for also my home address was online so now along with other info. That is why I am very disappointed in the amount of time it took. I ask why did it so long when I gave you all the info requested and then even more info that was not asked to show proof that I was the person who made the account originally. This should have not taken this long.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/3/21 I upgraded my subscription for funimation to premium plus. I started with the monthly 7.99. I paid for it through mine and my wife's apple account. The amount came out of my bank account. It came out f my bank. I used the same method to pay for the regular premium account a long while back and that worked. But upgrading to the premium plus, they charged me but didn't give me the service. I thought it was glitched and wouldn't renew till the following month. So to try to get it sooner, I then selected to pay for the year. I paid 79.99 for that service. It still didn't upgrade the service but the amount did come out of my bank. I have both the statements and the receipt from funimation for both paid services but no change to the account. I filed a support ticket through funimation and spent a week emailing them back everyday. I gave them all the info they asked and still the didn't fix it. They said it would have to go higher through the support team. I waited for an email back from the higher team. But still haven't seen any email. I filed another ticket through support to get an answer for what was taking so long. It's been a couple days and still no word back there is no contact number to reach the support team. At this point I feel like my money was stolen. I've paid nearly 100$ for a service that they have no urgency to fix. I don't even know if they're looking at my ticket.

  Business response

  02/14/2022

  Business Response /* (1000, 7, 2022/01/05) */ Hello *******, I apologize about the issues you have been experiencing with your account and subscription. I'll be happy to follow up on this case together with you. Furthermore, I have located the cases you were referring to and will be happy to provide you additional support through the case number #*******. Regards, Miguel N.

*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. ↩