Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/22/2024 $10.22 was debited to my checking account. I do not have a Britbox account at this time. *** spent the last 3 to 4 hours trying to get some help online from Britbox with no resolution.

  Business response

  02/23/2024

  Hello,

  We have received a correspondence from ************** inquiring about the charge, but we were unable to lcoate the account based on the information she provided. We did search for an account under her name linked to a slightly different email address that we needed her to verify, but we didn't get a response from her. 

  We sent her a follow up email to help her resolve this matter, and we are awaiting her response. ************** can respond to the ticket #****** and we will be happy to help. 

  We appreciate your bringing this to our attention. 

  Kind regards, 

  BritBox Customer Care

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been a subscriber to BritBox for quite a while when suddenly, they started double billing me every month. I have tried to cancel the account every way I can, but Im still being billed, but yet I do not have access to the subscription service I have reached out to them multiple times for help I never received a reply. I would like to get a refund for the months that Ive not been able to access the site. I would also like to be able to get access to the site which Im paying for. I appreciate your help in this matter.

  Business response

  02/12/2024

  Hello,
  
  We have reviewed the information you provided for the customer, *************************, and we were able to locate an account under the email address ***********************. 
  
  We've done our research and have not found any communication from the customer under this email address. In addition, we are only able to locate one account and the customer is only being billed once a month. 
  
  It's possible that the customer may have mistakenly created a duplicate account, but we won't know until we have more information. We would love nothing that to help ***** and make sure that the double billing stops. We have reached out to the customer directly so that we can research this further. 

  We hope you have a wonderful day. 

  Kind regards, 

  BritBox Customer Care

  Customer response

  02/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was gifted a subscription to BritBox in Dec 2022. When I attempted to access my account on Dec *********, Britbox correctly showed that my gift subscription had ended and I was unable to watch any shows on the app. I was then gifted another year-long subscription and I entered that information on Dec 29, 2023 and started my subscription again. Then, when checking my credit card account, I was shocked to find BritBox has actually charged my account on Dec 25, 2023, despite my not renewing the original subscription at that time/authorizing payment. I tried to contact BritBox via chat (they do not have a phone number) but no agent ever responded. Given the other issues people are having with BritBox erroneously charging accounts, it seems like a glitch (or worse, scam) they need to resolve! To recap, they turned off my service when my subscription expired (which is correct) but then charged me for a year subscription ($98.09) whichI did not authorize (which is incorrect). And, they won't respond to help requests.

  Business response

  01/04/2024

  Hello,

  We have reviewed the customer's interaction with our team, and found that she mistakenly subscribed twice to BritBox under two separate email accounts, which caused the double-billing. 

  We have resolved the issue with the customer by canceling the duplicate account so that she is not billed twice in the future and issuing her a refund for the duplicate charge. 

  If the customer has additional questions, we are more than happy to assist her. 

  Kind regards, 

  *********************** - BritBox ************* Manager

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 31, I informed Britbox via email that their app no longer works. One week later and multiple emails later, they acknowledge that the app does indeed need to be fixed. When I asked if I would be compensated for the down time, they sent me a terms and conditions that showed no refunds available.I paid for a service that I have not been able to use for the past week. I dont know when this will be repaired. Why shouldnt I be compensated when I contracted with them to provide me with a service? The error is not on my part.I want the app fixed and a refund for the time that their service is not working.I will be sure to cancel the subscription a week before renewal next year.

  Business response

  11/07/2023

  Hello. 

  We have communicated with the customer that the Roku issue is not affecting all users, but rather a small percentage of our subscribers who are using older devices, and we are working diligently with Roku to get this resolved. However, since the testing and resolution process needs to be carried out by Roku, we do not have a specific timeline for when the fix will be implemented. They have mentioned that it might be resolved by the end of November, but we cannot provide a guarantee.

  We understand ****************** frustration with this ongoing problem with the device and realize that this is not an ideal situation. Usually, we issue a discount or a refund if the customer has no other way of accessing ****************** other than the Roku device. However, ************** is able to access the BritBox app on other devices, but as a courtesy, we issued provided her a discount for one month of service.  We strongly believe in our refund policy, which allows the customer to cancel without any questions if you they are unable to watch on other platforms.*******, if ************** is no longer able to access the app in other platforms, she can contact us directly and we'd be happy to cancel the service and issue her a full refund. 

  We hope you have a wonderful day!

  Best regards, 

  *********************** - ************* Manager

   

   

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to cancel my subscription and remove my credit card info. **************** has been giving me the runaround. I have read other reviews expressing the same problem. Their phone number is bogus. I have taken screenshots of my chat screen to save a written record.

  Business response

  11/03/2023

  Hello,

  *************** to the complaint filed by ******************** 

  We would be delighted to assist the customer in canceling the subscription and removing their information from our systems. However, we're having some difficulty finding the account with the email address provided: *****************************
  
  We've conducted a search using the name and found an account associated with the email address musts********************* However, this account is inactive and doesn't have any credit card information on file.
  

  We have reached out to Pat to get additional information so that we can assist in locating the account so that we can cancel it if it is active and remove her information as obliged by law. 

  Have a wonderful day!

  Kind regards,

  *********************** - ************* Manager for ******************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *************************** is filing a complaint against BRITBOX LLC ******** ********. The BRITBOX LLC ******** ******** charge my ****** ********** Debit Card Ending #**** ,Amount $9.71 on September 10,2023 for D/ C Settlement BRITBOX LLC Loc ******** ********. I *************************** have never done Business with the BritBox LLC ******** ********

  Business response

  09/12/2023

  Hello,

  We have reviewed our records and were unable to locate any previous communications from **************. We found the account under her email address and name, which started as a 7-day free trial on September 2, 2023. The account was not canceled prior to the trial ending, which is why she was charged the monthly fee. 

  We have now reached out to ************** to let her know that the account has been canceled, and we have also refunded her the $9.71 that she was billed. We've also provided her with information regarding how the account was established.

  For additional information, please feel free to have her contact us directly. 

  Kind regards, 

  *********************** - ************* Manager

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Brit Box is a liar. A year ago, I requested my account be closed and deleted, they stated they did and today I found out they did not. I want my old account deleted IMMEDIATELY, THIS TIME FOR REAL. You are a liar Brit Box. Old Email Address No Longer In Use Is ************************

  Business response

  08/31/2023

  Hello,

  The customer contacted us on August 20, 2023. letting us know that she is trying to re-subscribe but she's having difficulties. 

   

   

  Our agent provided the customer with the information on how to resubscribe, and also asked for the email address she was using. The agent was able to confirm that the account linked to the customer's old email address ************************************* is expired and not active and there was no account linked to the *********************** email address. She was then advised to resubscribe and was given the link on how to do so, which she never responded to. 

  We've also checked our records, and we are unable to find any previous communications from the customer to delete her previous account information. 

  If the customer would like for us to delete her account completely, we would be happy to. Please have her respond to the email we sent to her on August 22, 2023, under ticket number #******. 

  Kind regards, 

  *********************** - ************* Manager for ******************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a BritBox account since March *******. They have been charging me sales tax on that account every month even though ****** does not charge sales tax anywhere within the state. So BritBox is keeping that money illegally - they certainly aren't sending it to the ***************.I have contacted them 6 times via their webpage and by email and their only response is :"Your request ****** has been updated." Then they try to close the complaint without answering it.The phone number you list *************) belongs to some company selling medical devices, not to BritBox Please get a working phone number for them and make them respond to this issue on sales tax.

  Business response

  08/30/2023

  Hello,

  We have responded to the customer a few times to let her know that her zip code on file does not reflect the correct zip code which is why she is being taxed. We have sent her an email to let her know that the zip code needs to be corrected on her credit card company's end as this is not information we collect on our end. 

  We have also offered to call the customer to explain this, but we have not received confirmation from her. 

  We hope this is helpful. 

  Kind regards, 

  *********************** - ************* Manager for ******************

   

   

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have three times sent my zip code to BritBox.   I have no idea if they previously really had an incorrect zip code because I dont know where they would have gotten it. My credit card uses the correct zip code and I dont recall having to provide my zip code when I joined BritBox.  I have never lived anywhere with a 5%sales tax.  So it didnt come from me.

  
  They have never offered to phone me or given a working number so that I could call them.  The phone number that they have used on the BBB website does NOT belong to BritBox.

  
  BritBox has never said that they will correct my bill.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  08/31/2023

  Hello,

  We have corresponded with ******************, and have advised her that the zip-code linked to her account is based on what was provided to us during the sign up process. We have also responded to her email to let her know that we do not accept phone calls but we did offer to call her and asked for her phone number and best ************* to reach her, which we have yet to receive. 

  ****************** did provide her mailing address with the correct zip-code, which we have raised to our billing processor to correct on their end. We have advised the customer of this as well. We have also issued her a refund in the amount of $2.64 which is the total difference in the amount she was charged in the last 6 months. 

  If the customer would like to cancel her service, we would be happy to issue her a full refund, no questions asked. 

  We hope you have a wonderful day!

  Kind regards, 

  *********************** - ************* Manager for ******************

  Customer response

  08/31/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive went to every step that I was told but never reached the council that I needed it felt like a *********** I do not want this subscription and every month they take out payments how do I end this nightmare

  Business response

  08/07/2023

  Hello,

  My name is *********************** and I am the customer care manager for ******************.

  We have reviewed ********************** information and found that she did contact us on July 2, 2023, to cancel and request a refund. However, we were unable to locate an account with the email address she provided ****************** and asked her if she could provide another email address so we could locate her account. However, she never responded. 

  We have now found her account based on the information you provided and have canceled her service and issued her a refund. We have also sent her an email to let her know. 

  If she has further questions regarding her subscription, she is more than welcome to respond to our email or contact us directly. 

  Kind regards, 

  *********************** - ************* Manager

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I realized that BritBox has been charging me for both a monthly membership AND an annual membership. This issue not only constitutes a breach of trust but also implies questionable practices on behalf of the company. I've contacted customer service and shared what was happening and asked for a refund. **************** told me to cancel the extra subscription and will not agree to a refund. Regrettably, my experience with customer service did not yield the desired outcome. The company is keeping extra revenue and it is shady and inappropriate. I want my money back and they will not oblige. The company must be clear and transparent in advertising and billing practices. The lack of accountability from the company is deeply concerning, as this not only affects me financially but also raises doubts about the transparency and integrity of your billing practices. I firmly believe that BritBox should take full responsibility for this error, promptly investigate how many other customers have been subjected to similar situations, and initiate appropriate measures to prevent any recurrence.BritBox is telling me to cancel the extra subscription. I know that-of course. What I want is my extra money, that the company retained. I want a refund for the excess that I paid. Reimburse me for excess monies paid. The time and effort that this is taking to resolve is disappointing, which is why I've gone to the Better Business Bureau.

  Business response

  08/03/2023

  Hello,

  We have reviewed the interaction with the customer and have explained to her that she is signed up for the BritBox subscription directly through ********* and not through BritBox. We have explained to her that we do not have direct access to Apple's **************** and are unable to refund her. We have also provided her with instructions on how to get in touch with apple to cancel her duplicate subscription through them, and request for a refund. 

  BritBox cannot access subscriptions through a syndicated partner, such as ************** Amazon Prime or Roku. We can only refund customers that are directly subscribed through us. 

  We hope this explanation helps. 

  Kind regards, 

  *********************** - ************* Manager

  Customer response

  08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  See attached upon initial sign-up, it does not appear like another entity is responsible. This is misleading. 
  

  The money is ultimately going to BritBrox! For the company to suggest that they are not involved or responsible is misleading and a shady service practice. 

   My refund request is one matter, but they failed to adequately and clearly articulate their business practice. Placing blame on Apple, a company that they agreed to go into business with, even when my money ultimately goes into supporting BritBox. 
  

  I want clear consumer practice and policy, and a refund for excess paid. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

*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. ↩