Complaints

• Initial Complaint

  12/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription and tried to delete my credit card off the account and this company will not let me do so as they are stating that I have an active account but sent the email that states my free trial has been cancelled, THEY BETTER NOT CHARGE MY CREDIT CARD AND THEY BETTER ALLOW ME TO DELETE FROM THEIR WEBSITE OR I WILL HAVE NO CHOICE BUT TO ADDRESS THIS OTHER WAYS.

  Business response

  01/14/2025

  This customers account was cancelled as of 12/30/2024.

  The Payment Source and Credit Card were deleted from our systems as of 12/28/2024.  Please see attached screenshots from our credit card processing system (Chargebee)

• Initial Complaint

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started signing up for a free trial of this service and never finished signing up. Somehow, it finished my signup for me and started charging me monthly directly from my bank account. Ive tried multiple times to cancel following their online and app instructions, but it will not work. Im very discouraged to see there are similar complaints for the same thing with this company on the BBB website. When will something be done about this obvious scam organization? How many people are in the same boat? Im about to be charged again in a few days unless someone helps me cancel this subscription! I do not have an account number because I never received an email for finishing sign up! What do I do??!!

  Business response

  10/24/2024

  Hello,
  
  We wanted to let you know that we have received your cancellation request. We located your account under a secondary email and have successfully canceled it as per your request, all within two hours of your original support ticket. We have attached your interaction with our support team. 
  
  
  If you have any further questions or need assistance, feel free to reach out!

  Customer response

  10/24/2024

   
  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

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started a free trial for this station through Amazon. I wasnt pleased with the content so I tried to end the free trial but wasnt able to. I was afraid they would start charging me so I went on the website and searched for a way to cancel a subscription. I tried multiple times but was unable to. I contacted my bank and notified them of my problem. I had to cancel my debit card and the bank said they would look into the matter. I contacted ********** was told that Amazon didnt have that station. I went back to my prime account and found the station, called Amazon back to show them exactly where I found it. They said they would cancel the subscription. They did not. After 3 hours on the phone with Amazon and my bank, I went back to the up faith and family website thought I finally found a way to cancel the subscription but that didnt work either. Then someone from the company emailed me (June 25) that they were canceling the subscription-they did not!!! I was charged once again on August 2nd. They are giving me the run around, telling me they have a different email, asking me for the last four of my bank account, and a few minutes ago told me they cant find my account or my email is incorrect or to give them my card number which is probably the one the bank canceled. I just want them to cancel the subscription that I never wanted in the first place. They made it so difficult to cancel the subscription on the website. I feel like Im being scammed. Please help me.

  Business response

  09/25/2024

  Hello,
  
  Thank you for your message.
  
  I understand your concerns regarding the recent charge, and I want to clarify the situation.
  
  We have successfully canceled the account we had on file for you. However, we were unable to locate the charge you mentioned based on the details provided. Weve requested additional information several times to determine whether this charge came from us or another distributor.
  
  If you could please send us the details of the charge, we can help you furthereither by confirming its through us or by directing you on how to cancel with the appropriate provider.

  
  We appreciate your cooperation, and were here to assist you as best we can.

  Customer response

  09/28/2024

   
  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,
  
  ***** Oferral

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with Up faith and family during the pandemic which it was fine few freeze up while watching movies but it was ok last November I tried watching a movie and I need it to resubscribed which I did ever since the time I tried accessing the site to watch movies and it ask me to sign up I send them emails no response but they continue to charge my account every month 5.99 and no access to watch movies I cancelled my debit card to put a stop on them charging my account but still they are able to due to it was done a recurring charge. I cancelled my account with them but still been charge all I want it's for them *** stop charging me and refund me what they charged me that I wasn't able to watch or have access to the service been charged for. December, they charged me 2,99 I guess for the emailed I send them about not been able to access the service, but ever since it's been 5,99, All I want it's to be refunded what's owed to me and for them to have a better system in place to access customer service, I just cancelled my debit card again and ***** representative started a complaint but I was told its not much they be able to do maybe just get a refund for this month but I want was owed to me for something they been charging me without been able to get the service. Thank you hope you can help me

  Business response

  09/25/2024

  Thank you for your message.
  
  Im sorry to hear you feel we havent assisted you adequately.
  
  Id like to clarify that we did reply to your previous inquiry, but we were unable to locate your account with the information provided. To help us assist you better, we were waiting for additional details from you.
  
  For your reference, Ive attached our most recent communication. If you could provide the requested information, well be more than happy to assist you further.
  
  Thank you for your understanding, and we look forward to resolving this for you!

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bad customer service I paid for a full year subscription on 4/26/2023. ****** says subscription is paid till 4/26/2024. *** has locked everything and trying to blame ******. ******** (UP ************************************************* This sent by ******** says ****** cancelled my subscription. I sent screenshot from ****** Play says my subscription is active until 4/26/24. Asked why ****** trying to verify my payment when it's not due yet. UFF is stealing,disabling service no reason. Lawyer time. You are thieves!

  Business response

  09/25/2024

  Thank you for reaching out to us regarding your streaming concerns. We understand how frustrating it can be when things dont work as expected.
  After reviewing your viewing records, we found that you successfully streamed our videos on several occasions. Its possible that there may have been a temporary issue or a connectivity problem at the time you experienced difficulty.
  If you encounter this issue again, please try checking your internet connection or restarting your device. Were here to help, so dont hesitate to reach out if you need further assistance!

*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. ↩