ComplaintsforiHeartMedia, Inc.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  08/17/2023 POS ****** *iHeartMedia POS EFT RF#****** g.co/helppay# CA CARD#****-$10.81 I Don't have a ****** pay account or use ****** pay. I never purchased anything from IHeartMedia. This looks like it may be a subscription charge. I never subscribed to anything from IHeartMedia. No phone number to call to correct problem. Says to go to a ****** Pay account that doesn't exist. No way to resolve issue. It is only $10.81. But it takes hundreds of dollars of my time to fix the problem. There is not place for me to go to fix the problem. The real problem here is they do the ** charge to 100 million people, at $10 a month. That is a billion dollars in fraudulent income a month. That is the real issue. These people are evil. Yes, its the individual amount, but it is what they are stealing worldwide.

  Business response

  09/15/2023

  Spoke to Will via phone today who advised me that he has been able to cancel subscription and resolve his issue. He also provided feedback on making the process for canceling subscription easier by including a phone number to reach a live representative. We do have a **** number which can be accessed via help.iheart.com however we understand that it may not be easily accessible outside of our help page and do value the feedback. If ******* needs to reach out to us again for any assistance he reach us by phone at **************** M-F 9am to 5pm EST 

  -*****

   

   

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  iheart media is erroneously demanding I pay them for $1500 approximately that I do not owe them. I agreed to a one time payment of around $800 and now they re chasing me down and using a credit collection agency for the above mentioned sum. The sales person I worked with, *************************** knows this but refuses to acknowledge it. I feel like I am being extorted at this point. I am a small business owner and don't have the time or resources to fight them on this. They will most certainly point to an email I sent that was taken out of context. I know what I agreed to and so does *****.

  Business response

  08/25/2023

  We are currently investigating this for *** and requesting an extension on the deadline. 

  Customer response

  08/28/2023

  Complaint: 20491313
  
  I am rejecting this response because: they have had ample time to respond to me. I only contacted the BBB because its been nearly 2 months and I cant get this resolved with the local sales rep. *** told me she would resolve it and I still am getting told I have to pay for something ***** knows I never agreed to. 
  
  Regards,
  
  *******************

  Business response

  09/01/2023

  Thank you for your patience as I investigated this for us. It looks like the proposed agreement detailed in an email conversation with *************************************** which ******************* agreed, states the charge for the services are as follows: $792/month for November-January. If ******************* can demonstrate this was not the agreed terms I can continue to look into the investigation and get the statement adjusted.

  Customer response

  09/01/2023

  Complaint: 20491313
  
  I am rejecting this response because: I have spoken to ***** ad nauseam about this already.  I understand what you have but it was either a miscommunication between her and I or outright dishonesty on her part.  She and a colleague of hers sat in my office and we discussed clearly a trial run of $800 for a month as it was all I could afford at the time.  I clearly recall saying I can't do $2500-$3000 which what was originally proposed.  She said fine, lets try a month and see the results.  I paid for that already and got zero return on that investment if that matters to anyone at all.

  If you guys want to shake me down for another **** dollars that I never agreed to have at it.  ***** clearly knows what was discussed and then told me on a phone call in July she would get this taken care of for me since we didn't agree to this.  So why am I being harassed?  If she was going to take care of it, this should be resolved.  She has now lied to me twice.  Wonderful employees you have there at your company.

  So I will ask one more time, please stop harassing me for something I never agreed to.  This is the worst customer experience I have ever experienced.

  
  Regards,
  
  *******************

  Business response

  09/01/2023

  I understand **************** and I'm working internally to see if there is anything that can be done.

  Customer response

  09/01/2023

  Complaint: 20491313
  
  I am rejecting this response because:

  It is appreciated.  If only ***** would acknowledge this we could all be done and move on.  I can be reached at ************ if you would like to discuss further with me.

  
  Regards,
  
  *******************

  Business response

  10/03/2023

  Our internal team has confirmed charges have been cleared and 3rd party collection has been stopped/closed. I appreciate ***'s patience throughout this process. If he has any additional questions or concerns about the charges he can reach out to me, *****. He can follow up on the ticket at any time or call our department at ************** and ask for me.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won on this radio station twice in the month of June 2023. After I emailed so many times, I finally got a hold of a person. I asked about my concert tickets I won since June. They told me that Im not qualified to win due to I just won a different prize within a month. However their rules on their site states, a person can win up to 3 times in a month. Now Im not getting a response after I point it out to them. I requested to email me that states otherwise. Pls help me claim my prizes.

  Business response

  08/07/2023

  Upon reviewing *****'s complaint we have confirmed that our contest rules & terms for winnings state the following: For local sweepstakes/contests, an individual may only once (1) every seven (7) days. The winnings were on 6/6 & 6/8 which are two days apart, automatically disqualifying her for the second prize. The station did give ***** an option of which prize she wanted and ***** chose the Universal Studios tickets. The prize was then picked up/ claimed. Please note that any attempts to reach out to our staff via their personal accounts can be considered harassment and will be treated as such. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At 7:50 am on Monday Feb. 27, 2023 an iHeart radio station, Big Dog ***** out of ********, ** ran a station identifier that joked about "Weed" and "Bongs". This is at a time of morning when kids are on their way to school. My six year old heard the broadcast and immediately asked what's weed and bongs? I called the station and sent an email complaining that the time frame for this to air in wholly inappropriate. I received a response for the programming director that said that I should listen to a different station instead of seeing what the issue is. I have tried reaching out to iHeart directly but can chat with a bot. I am furious.

  Business response

  03/01/2023

  After reviewing ****** complaint, we're sorry the ad was received as offensive. This is never the intention. We have a large listener base and try to cater to everyone's interests. If the ad becomes repetitive, we encourage **** to send a message to ******************** so we can investigate. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Harrasment

  Business response

  03/06/2023

  To help resolve or investigate ******'s complaint we will need more information.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Nov 10th 2022 I won a gift card. Over a week later (Nov 19th) they requested my mailing address to mail out the prize saying that it'll be mailed out the following week. On Dec 13th no prize had been received in the mail and I contacted them, they said that they would double check. Two weeks later (Dec 28th), still no prized received in the mail and contact them again. Their response was "Are you sure!? We mailed it out and haven't had anything bounce back". They also doubled check my mailing address which was correct, no response back from this conversation. On Jan 6th 2023 they respond saying that it was sent out and that they'll track down another prize and "mail it". I message iheart station ***** on Jan 26th 2023 again to say I'm still waiting for the prize in the mail and they respond by saying just come down to the radio station and pick up the prize. I can't pick up the prize as the prize pick up hours are ****pm Mon-Fri only, I work during those hours. I ask for them to please mail another prize out as I'm unable to pick due to work. I messaged them again (1/27/2022) to please mail the prize, No response after they read my messages. (on IG you can see that they read it). It's been almost 3 months and I'm tired of the run around already.

  Business response

  03/01/2023

  We ask for this to be extended as we're working with the local station to resolve *****'s issue. Our help team will reach out to keep *****, updated. 

  Customer response

  03/02/2023

  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. The business has sent me 3 coupons and have stated that they have resent my prize on 2/21/2023 which I should have received by now. I am satisfied with the businesses response in trying to clear this matter.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to pay my radio ad fee using the company's online payment system. I tried 3 times with the sales **** ***** Cartoon, on the phone with me, and all 3 times it said there was an error - before the transaction ever reached a point of confirmation. ***** told me to try a different payment system, and that one worked. Three days later, I noticed that the 3 erroneous transaction attempts went through in my bank account - almost $7500.00 of unauthorized charges! I contacted ***** immediately, and sent the receipts for all the transactions like he requested. He stated that the funds would be refunded to my account - however, it could take up to 4 weeks! It has been over 4 weeks now, and after multiple attempts to contact the company and speak verbally with someone other than *****, I have been unable to do so, and have not received my funds back. His assurances and the confirmation number I was given do not mean very much to me at this point. He is also becoming more difficult to contact. I have never heard of a refund taking so long. I have contacted my bank and attorney as well, who say the same.

  Business response

  12/05/2022

  Hello **************,

  We apologize for how long it took to get you the refund. ***** worked with **************** to get your refund check cut. Delivery is expected on Tuesday, December 6 before 4:30pm and you can follow along using the ***** tracking number ************. Thank you for reaching out and letting us know about this delay. Please contact us anytime at ******************** if there's ever anything we can do to assist.

  Have a fantastic day!

   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am having $10.76 debited from my checking account monthly. I have not subscribed or ordering anything from ************ 11/9, 10/11. I would like this cancelled and the 2 amounts refunded. I don't even know what this is for.

  Business response

  11/15/2022

  Got it, thanks! Well reach out to the consumer today and help refund their account.
  
  ~***

  Customer response

  11/15/2022

  Complaint: 18403806
  
  I am rejecting this response because:
  
  Regards,
  
  *******************************

  Customer response

  12/07/2022

  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.
  Iheart credited my account for the two deductions.  Hopefully, that is the end of the deductions. 
  Thanks you and Iheart! 

  
  Regards,
  
  *******************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I won the free money phone tap for $1000 on August 9th, 2022. I sent the requested documents back on August 17th, as soon as I received them. I have not been sent the prize money and now the only contact person I have isn't answering my emails, after she told me twice she would check to see if and when the check was mailed and if it wasnt to approve it and push it through. I'm still getting the run around from the contact I have, and no clear answer. I know $1000 isn't alot of money to some people but to me it's huge. I work 6 days a week to provide for my family. I was over the moon when I won. Now, I'm starting to feel like the contest is fake. I've tried to call the corporate number to no avail.

  Business response

  10/12/2022

  ***** did not have any previous tickets with our team. We reached out to ***** as well as the station she won the prize with who confirmed her prize is on the way. The local station reached out to her to provide this information. No further action is required. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The first incident happened early in 2022. I had the paid account of $4.99 per month. With my Grandchildren and son using playlists at home, I decided to Upgrade to the Family Plan. I was informed I HAD TO WAIT for the subscription to expire before I could upgrade. I don't know why, but that is iHeartRadio's procedure ?? I then waited, and then upgraded to the $14.99 per month Family All Access Plan.Now, after being billed and charged for this plan, the apps we use and the Firestick app have different information concerning the account.My personal account states I HAVE ALL ACCESS, but the other apps state I need to Upgrade !! When I sent in a support ticket, I was sent an e-mail stating someone would " Look into " the issue. You CANNOT contact anyone at iHeartMedia !! There are no listings for direct contact and the prior experience with the so called "Support" team made me realize this company is run as a back door computer service!!!iHeart Media apparently doesn't care about their customers! A MULTI MILLION Dollar business that treats their customers as if the "Support" team can handle ANYTHING is ludicrous! This is the SECOND time I have tried to contact A PERSON about this issue and now realize the futility in doing so. I cannot use the service now, nor can any of my family!

  Business response

  10/21/2022

  Looks like ******'s subscription is expired. I have emailed ****** to see if she needed assistance in resubscribing. Provided 3 month refund. 

  Customer response

  10/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me as the issue is the Billing Practices of iHeart Radio! I tried to make a payment as I had upgraded from the Plus plan to the Family plan but the software is so difficult to use, I was told by **************** I had to wait until the Date of the subscription had Passed before I could make a payment.... I did receive the e-mail and did respond to their Support contact about the billing system.  I HAVE accepted the refund, but it does not resolve the issues with billing software or the process of payment with Upgrades.
  
  Regards,
  
  *****************************

  Customer response

  10/21/2022

  Complaint: 18158289
  
  I am rejecting this response because:he issue is the Billing Practices of iHeart Radio! I tried to make a payment as I had upgraded from the Plus plan to the Family plan but the software is so difficult to use, I was told by **************** I had to wait until the Date of the subscription had Passed before I could make a payment.... I did receive the e-mail and did respond to their Support contact about the billing system.  I HAVE accepted the refund, but it does not resolve the issues with billing software or the process of payment with Upgrades.
  

  
  

  
  
  Regards,
  
  *****************************

  Business response

  11/01/2022

  We understand the experience isn't the most ideal however because ******'s current subscription is via the ****** Playstore / ****** billing  and wants to switch to the Family plan, directly billed thru iHeart, the subscription would have to expire before starting the new subscription on the different ****************. The good thing is that ******'s subscription is set to expire on 11/3 and we can help her sign up with no issues. I reached out ****** to let her know how we can help and that the reason her current subscription has to expire before starting the Family plan is because the subscriptions are on different billing platforms. 

  Customer response

  11/02/2022

  Complaint: 18158289
  
  I am rejecting this response because: The Billing software that iHeart Radio uses is inadequate. I have sent the files of my history of payments. iHeart Radio claimed they "Refunded" me for 3 months of service. They did not. My payment for the Family Plan shows the "refund" of 3 months for $15.86 cold not possibly be the 3 months of the Family plan. Due to the inadequate Billing System, I have had to change to an All Access Personal account and then again, change to a Basic PLUS Plan. All have different purchase prices! I began the Family PLan in  July! Due to my card being compromised, in Sept. the card was changed. I couldn't pay for the Family plan with iHeart Radio's billing system and had to change plan to All Access. This entire experience is ridiculous as well as frustrating!!!

  Saying that I was given a 3 month refund and then only given the amount of the Basic Plus charge is a slap in the face as I am not an ignorant or unread person! I do not pay for iHeart Radio with the ****** Pay option! I pay directly to my bank card so I can keep account records. My family and I have been without the FAMILY PLAN for going on 3 months now due to the inadequate billing system of this company. The issue has not been resolved and I have not been "Refunded" the proper amount! When I had to switch to the All Access account, the billing is showing now I have personal all access but my family is without the ability to use THEIR playlists.... I simply want the FAMILY Plan! I want to be reimbursed for Sept and Oct. and the Family Plan reinstated for my account!
  
  Regards,
  
  *****************************

  Customer response

  11/03/2022

  Complaint: 18158289
  
  I am rejecting this response because:The Billing software that iHeart Radio uses is inadequate. I have sent the files of my history of payments. iHeart Radio claimed they "Refunded" me for 3 months of service. They did not. My payment for the Family Plan shows the "refund" of 3 months for $15.86 cold not possibly be the 3 months of the Family plan. Due to the inadequate Billing System, I have had to change to an All Access Personal account and then again, change to a Basic PLUS Plan. All have different purchase prices! I began the Family PLan in  July! Due to my card being compromised, in Sept. the card was changed. I couldn't pay for the Family plan with iHeart Radio's billing system and had to change plan to All Access. This entire experience is ridiculous as well as frustrating!!!
  
  Saying that I was given a 3 month refund and then only given the amount of the Basic Plus charge is a slap in the face as I am not an ignorant or unread person! I do not pay for iHeart Radio with the ****** Pay option! I pay directly to my bank card so I can keep account records. My family and I have been without the FAMILY PLAN for going on 3 months now due to the inadequate billing system of this company. The issue has not been resolved and I have not been "Refunded" the proper amount! When I had to switch to the All Access account, the billing is showing now I have personal all access but my family is without the ability to use THEIR playlists.... I simply want the FAMILY Plan! I want to be reimbursed for Sept and Oct. and the Family Plan reinstated for my account!
  

  
  

  
  
  Regards,
  
  *****************************

  Business response

  11/10/2022

  Hey ******, attached you'll find a screenshot that displays your Family plan invoices from iHeart.com. The green indicates refunds. Looks like there were only two refunds so I refunded you the last charge today and you should see those funds hit your account soon. You'll also see aside from the charge from the 4th, there are no other charges to refund. Your account reinstated on the 4th and I also see the the subscription you had from the ****** Playstore is canceled/ expired now. Just as a reminder you were unable to sign up for the family plan because you still had a subscription with the ****** Playstore. If you are still having issues with your iHeart subscription please respond to my email so we can help you. We apologize for the less than ideal experience and hope this is straighten out now. 

  Customer response

  11/11/2022

  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 **** have received one refund for *****. I now understand if anyone wants to sign up for this service, use the iHeartradio website rather than the playstore.
  
  Regards,
  
  *****************************

*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. ↩