Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Willow TV program is subscribed within ********* but often what the program describes is not being shown. I bought the additional subscription and on 11/22/24, Day 2 of India vs Australia Test Match - Live TV shows "India vs Australia" but if you switch on the stream, it is actually showing highlights of previous games. I had to go online to read live commentary of the game and was denied the joy of watching it live on TV. This has happened often in the past few months where the programming indicates a particular game - for example another time I switched on for a live telecast of a one day international and it was instead showing a kabaddi game - not even the same sport. This is clearly a transgression where you charge for a certain service and then deny the viewer. In fact this is even worse since it shows the program on the guide and the schedule and when you set aside time to watch the program, it shows something completely different. This is malafide in my opinion and worthy of a legal case against willow if someone were to initiate a class action lawsuit.

  Business response

  12/05/2024

  Hi ******,

  
  We confirm the schedule at the below link is correct and streamed as per the schedule.
  ***************************************
  ***********************************

  
  Kindly cross check the schedule and write to us at *****************************************************.

  
  We have processed cancellation to your willow account **************************** and confirm that your card will not be billed henceforth. You will have full access till 23rd, Decmeber 2024.

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My subscription cancellation request from July 2024 is not processed and company continues to charge me money every month Receipt number ********* Invoice number 6AE11439-0005

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  - I subscribed to Willow TV 2 months ago - The only way to cancel the service is by email - There is no customer service number - Despite multiple emails, the company has not canceled my subscription

  Business response

  08/05/2024

  Hi,

  Customer purchased subscription from this id *********************************** and request cancellation from the wrong ID ******************************

  If you follow the steps exactly as below, you will get the email id like this *****************************
  

  Cross check if you have purchased from this id  ***********************************
  
  - Go to the iPhone willow app.
  - Login to apple id
  - Select more options - you will find below the right corner and send us the screenshot of this page, here we will find apple generated email ID for us to locate your subscription.

  Kindly write to ********************************* or **************************** keeping this mail as reference for more assistance.

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Willow TV charged me a day in advance on 29th June, instead of 30th June. A major cricket league ended on 29th June, so they must be expecting many cancellations, to make money they charged me a day in advance, leaving me no time to cancel. Here are the proofs showing how they charged incorrectly:1. Payment Receipt @2780-8223 shows I paid $9.99 for May 30 - Jun 29, 2024 (Screenshot below)2. Payment Receipt @2641-8534 shows I paid $9.99 for Jun 29 -Jul 29, 2024 (Screenshot below)Problem: You can see they charged twice for Jun 29th, 2024. This shows the malicious intentions and they should have charged me on 30th June and not a day ahead - giving me enough time to cancel.I have been trying to follow up with their Customer support, who haven't replied in 4 days. I have the email conversation, but I am not attaching it here for their confidentiality, please let me know if needed. I have wasted over a week of my time and energy trying to get them to compensate me for this issue, but I haven't received any acknowledgment. I have no option left but to reach out here for the resolution. Thanks.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertising.The product advertises and has the rights to broadcast live content for shorts in the **. However they block access to the live content until you watch an ad before they start streaming the content. This is on top of a monthly subscription fee to get access to the content. This is in addition to ads during breaks in the content which while being really poorly made are fine. But blocking access to live sports, many times Im trying to watch a close game and miss key moments. Imagine turning your tv on, changing the channel and instead of watching the last decisive play of the Super Bowl , you watch an ad and miss the play - they do that for cricket.On top of that, their app frequently crashes having to restart and rewatch an ad before you can get back to the content and missing even more key moments.

  Business response

  05/20/2024

  Hi,

  We regret that you experienced issues watching RCB vs. CSK match. Despite having a high number of viewers and deploying ample servers to handle the load, your situation appears to be an exception. We encourage you to watch the next match and provide feedback along with screenshots to help us troubleshoot the problem. Our goal is to ensure you don't encounter similar issues for the remainder of this crucial series.

  
  We have restricted these Ads. already but if you are still coming up with this issue. Kindly provide the screenshots, it will be helpful to tackle as this comes from the ****** network.
  
  Also let us know the device / app. you are watching from, for more assistance.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Willow $9.99 as the Willow ******* app advertised that I would be able to watch the *** 2023 World Cup only if I signed up for the subscription. I quickly checked the *** official website (*****************************************************) and it states Willow is the official broadcaster. However, once I paid for the subscription, the option to watch the *** World Cup disappeared. After this, I logged in from the ** and after a lot of reading fine lines, I realized that the cricket broadcast is available only if I buy a willow subscription through ******** as opposed to what is advertised on the ******* app and *** webpage. This is false advertising AND willing fraud as the service is retracted AFTER the payment on the ******* app. I want a refund and want willow to stop the false advertisements to the US customers.I messaged willow and they did not repond to me. Their ********* office phone doesnt work properly so there is no other way to reach them.

  Business response

  11/29/2023

  Hi,

  Request customer to check the website to reach ********************** Support.

  We confirm that you will be able to watch all the events listed in our willow fixtures except the series listed as (Live Coverage only On Willow HD TV Channel) for which we do not have broadcasting rights online. 
  
  The information about TV Everywhere events is available on our Willow banner and Willow fixtures page in case you have not noticed. We suggest you, refer willow fixture page (***************************************) to know more about events covered online. 

  We are unable to locate your subscription with this Email ID *******************************************. 
  Kindly provide the below information for us to locate your Willow account.
  * Your alternate email id with which you have a subscription at Willow.
  * Forward the payment email receipt. 
  * Last 4 digits of your credit card number, first and last name, the amount charged, last transaction date and type of card.
  * Have you subscribed to Willow subscription from itunes, roku.com, Amazon.com or android pay?

  Kindly write to **************************** or ********************************** mentioning my name ***** for more assistance.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have subscribed to Willow TV for the last 3 years. My subscription automatically renewed on November 5, 2022. At the time I was in the middle of a period of 5 months out of *******. Willow TV services are only available in *******, so when I returned (January 28, 2023) I was dismayed to find that my fully paid subscription to Willow TV was now worthless as I could only watch anything on their platform if I purchased FURTHER subscription packages from ********** and/or "TV Everywhere". I had always been able to watch international cricket via Willow TV directly before, and I was never informed of any change prior to my subscription renewing while I was overseas. I had a great deal of back-and-forth with Willow during February 2023, and they still failed to provide the content I had paid for without me subscribing to the other entities mentioned above. They then gave incorrect information on how I could cancel my subscription (I can prove this, and they admitted their error in this regard), and then refused to refund my subscription despite my explaining that I had been overseas for 5 months, and despite the fact that I have not been able to use their SUPPOSED service to access even 1 second of the content I had paid for. This is unacceptable to me.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 7th 2023, I subscribed to Willow TV and selected to pay annual payment option. I had difficulties getting the app working on my TV, and after some support from Willow TV, it started working on my TV. The primary reason for subscription was to watch Live matches involving Indian cricket teams. To my disappointment, I found that almost all games involving Indian cricket teams are only available through certain **************** providers (TV ********** group). In some cases, the qualifier rounds are available live on Willow TV but the semi-final and final matches were not. This was not made clear on their website description. Once I realized this is a waste of my money and time, I went to the website and cancelled my subscription on January 27th, 2023. I also wrote to them on Feb 3, 2023 expressing my disappointment and requesting a refund (email attached). However, they never wrote back to me (same email that was responding before to assist me in setting up the tv app). I am filing this complaint because Willow Cricket is engaged in incomplete/false and deceptive advertisement. I request that they clearly specify what matches are available to customers directly on their platform vs. what is only available through other cable service providers. Without this, they are clearly misleading their customers into buying a package without actually providing the service that is implied. I know their annual subscription refund policy says "refunded, if subscription is cancelled within 48 hrs and has not watched any content". However, this is also problematic since there were no games that were restricted to cable service provider was "on" in the first few days of my subscription. I did not realize the magnitude of this problem until after Indian team started playing abroad. None of the ***** matches were live streamed on Willow.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to Willow TV 's yearly subscription in February 2022 since then the service has been horrible the live broadcast are spotty as best and I can't view a single replay match without being kicked out of the site several times. I have requested my subscription be cancelled multiple times only to get the generic response we will answer you e-mail request within 24 to 48 hours .Well it's been weeks now . My resolution is simple I want my subscription cancelled immediately and I want an e-mail stating as such so that this criminal enterprise moonlighting as an internet cricket provider doesn't continue to rob me by withdrawing money from my account. My order # *****a69-e4d1-5446-815d-70da913c71b0

  Business response

  03/03/2023

  Dear ******,

   

  Trust this email finds you well. Willow TV received a letter from BBB in reference to a complaint filed by ***************************** on January 4, 2023 with ID ********. Unfortunately, Willow TV's response is outside of the time allotted on the BBB website. 

   

  We have reviewed ************************** complaint. Here are the details: 

   

  -********************** Purchased an annual subscription on 22nd, February 2022.
  - Customer request cancellation on 30th, April 2022. Informed customer about "********************** has partnered with Sling for TATA IPL 2022." Also provided details.
  - Customer re-confirmed to cancel, we cancelled on 1st, May 2022 and confirmed customer that he will have access till 22nd, February 2023.
  - Customer comeback on 2nd, January 2023 requesting cancellation for the same annual package purchased on 22nd, February 2022 for which we have replied saying that his subscription is cancelled and he will have access till 22nd, February 2023.
  - User logs show he has watched Live and Replay on *********** Android Tablet and ******* in the months of March, July, August,October, November and December, 2022.

   

  In summary Willow TV canceled his annual subscription on May 1, 2022 as he requested. ************************** annual subscription allowed him to access Willow.tv through February 22, 2023. He has watched cricket on Willow TV extensively during his annual subscription period.

   

  I'm unclear as to the validity of his complaint to the BBB. 

   

  Warm Regards,

   

  Todd 

   

  --

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

  Willow TV

  Chief Operating Officer

  E: ******************************

  C: ***************

   

• Initial Complaint

  11/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  One of the worst service period. Streams keep stopping as and when they like and have to restart the stream again. Sometimes the stream won't even start and have to keep restarting the app. Same issue on multiple devices. I have 1.5gbps connection with fios and I still can't get streams to work. Do not subscribe to willow. Let's work to get his shut down so all streaming can go to espn in ***.

  Business response

  12/09/2022

  We are not aware of any streaming issues as per the description given by the customer, and therefore the issue is likely due to local connectivity problems. However if the customer has any issues in future we would encourage them to contact us directly at the time of the issue occurring so we can investigate accordingly and assist them in resolving any issues.
  
  Kindly write to **************************** along with your phone number for us to call and help you in this regard.

*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. ↩