CraveTV - Bell Media

With rogers I could go to the main crave app and plug in a search for a particular program.
Example is Barry. I could plug it in and choose the season and episode I want to watch. With Bell I'm given options to scroll crave programs but I'm frustrated because I can't find any way to get to that particular show. I,m wasting time with endless scrolling

they will charge you for the free trial. Terrible customer service

They don't give you an option to cancel, and still bill you monthly

I signed up to Crave TV last year for the yearly membership, and like many in these complaints I cancelled the auto-renew. My order history even shows me signing up for an add-on and then cancelling it (along with the rest). A year later Bell is now trying to charge me to renew the yearly subscription, even though I cancelled the auto-renew. Luckily for the moment I removed all money from that account, but they continue press for payment. I tried to cancel again to try and prevent them from this unauthorized payment and it is not letting me.

This company is completely *** and I dislike dealing with their *** customer service. *** I am considering cancelling my cell phone service as well. It would be easier to cut ties with this company and never deal with them again instead of continually having to deal with these frequent Bell headaches.

We started our relationship with Bell and Crave with a one month trial then proceeded to purchase the yearly subscription.

Due to issues with Bell/Craves streaming online and constantly being logged/kicked out we cancelled. I did not think anything of it at the time when I did not receive a cancellation confirmation.

I received an auto renewal confirmation January 2nd, 2020 (saw it on the 3rd as the email was sent at night). I logged into my account on the 3rd, cancelled my subscription for the 2nd time and upon not receiving a confirmation I proceeded to then called Bell/ Crave to request a refund and ensure my account was cancelled.

I spoke to *** (EZXXXXX) who said my account would be cancelled, a refund request would be issued and I would be contacted in 2-3 days.

A week later (January 10th) I had not been contacted, I logged into my account which was STILL active *** had not cancelled it). I cancelled it online AGAIN, this time did get an email confirmation and called Bell/Crave. I spoke to *** (EZXXXXXXX) who said *** (EZXXXXX) had not issued a request, that it had bern flagged as 'invalid' and *** denied it without issuing a request, and also confirmed my account had NOT been cancelled as per my request and that my call/concern would be investigated and I would be called within 48 hours.

Another week later (today January 17th, 2020) I still had not been contacted. I spoke briefly to an employee who's name and number I did not get as I asked to speak to a Manager - *** (TXXXXXX). I shared the above information, *** said he would investigate and call back which he did.

He admitted errors had been made (human), that I had requested my account be cancelled and that it was not, that I had been told I would be contacted and was not, and that there was no record of my subscription cancellation request online before the 2nd when the renewal happened and that it was human error and may have been a system error and that regardless there were no records of my previous cancellation attempts (the cancellation I did originally - or on January 3, 2020 when I called in the first time) and that no refund would be issued.

(The other frustrating issue is when I explain this to *** and presented him with names/ID numbers he said he only had record of 1 conversation with *** (last week the 10th) and would confirm I had called in twice (his records only showed 1) then when he called back said yes he now saw both but that I spoke to *** first on the 3rd, not *** even though he had confirmed initially I spoke with *** on the 10th - yet another mistake/error on Bell/Craves end)

*** also said a reminder of renewal was sent Dec 18, 2019 which was not received on my end. When I asked for confirmation of that email I was told it was not possible, and when I asked if it was possible it was not sent (like my cancellation confirmations I did not receive) and if it could possibly a system/technical error (as we had already seen many errors made with my account -like my unreceived cancellation emails ) I was told maybe, that a 'general' request could be submitted to tech support but it would not change the fact that I would not be getting a refund.

I did not use my Crave account and I'm sure I canceled it last year. However, they didn't cancel it and re-charged me this Friday, I immediately re-canceled and then called them, but they refuse to refund the money. They claim that I was notified on Jan 2 that the subscription was renewing but there is no such email. They asked me to provide proof that I canceled it, but I don't have proof. All I know is that I haven't used this service. Being one day late to cancel should not force me to pay for another year of not using this service.

Attached here you can see how quickly I canceled the service. If I would have seen evidence of crave I would have canceled. She told me to look in my junk mailbox but why would it go to junk when these come into the regular mailbox.

I'm just so mad because I called the same day I learned of the subscription and I should not have to pay for this year.

I signed up for Crave free week trial and cancelled within the weeks renewal time and they are refusing to process my refund is the short story.

I signed up and received email confirmation Dec 20, 2019 at 12:32 am stating I had until Dec 27 to cancel free of charge.

On Dec 26 at 9:32 pm I received an email that they had renewed the subscription for one year and charged me 111.89

I cancelled immediately after and received an email confirmation Dec 26, 10:32 pm

They stated that I cancelled on Dec 27 due to eastern time zone and my refund is not valid.
Then, one of their representatives even emailed me confirming I cancelled on the evening of the 26 and changing the date I needed to be cancelled by to the 26th.

When I called to clarify they have changed the date back to the 27th but are still refusing to process my refund even though I have proof I cancelled within the week and before the 27th.

I purchased a gift card for Crave and intended to use it with a Bell Fibe box. I was told the gift card isn't applicable with Fibe boxes even though it wasn't stated on the website. I've attached a screenshot from their website. I called on December 24th and wasn't able to resolve it. I called back again looking to escalate my complaint and was told by the customer service employee that there wan't anything I could do. Here is their employee name/number:

A crave gift card was ordered online and supposed to be emailed out on December 24th. This was not done and crave was contacted, and told us to wait. Again no email was received so a ticket was started and no resolution. Crave was called back and a second ticket was started. 48 hours no resolution reached. I requested a refund since I have still not received any refund and they refused. I am now out 100 dollars and still have not received services.

I had purchased the 1 year subscription to Crave TV with the intention of only purchasing the 1 month subscription, I did not notice this until it was too late. They claim to have a "no refund" policy even though I had immediately called them directly after billing and not using their service. Their support representative told me they have a no refund policy, after asking to escalate they told me they couldn't go any higher up than floor supervisor so I was instructed to e-mail them. Under consumer protection laws I should have a cooling off period (of longer than 5 minutes); ***
==

They have been unsatisfactory in returning the refund.

On December 17, 2018, I signed up for a one year subscription of Crave + ***. Several months ago, I signed up for a competitor service and chose to cancel my renewal subscription online.

On December 17, 2019, I was shocked when I received an email stating that my subscription had been successfully renewed. I received this email at 2 p.m. I immediately phoned the Crave TV "support" line at 2:05pm. I spent at 45 infuriating minutes speaking to 3 people. They said that unless I had "proof" of cancellation - a screenshot of it (which who would think to do that at the moment?), they would do nothing. No refund. Nothing.

I said that was unacceptable, explaining that I called within 5 minutes of the email confirmation being sent and explained that I did not want Crave and wanted the charge reversed. The manager I was speaking with,"***" said he would not do that, so I asked him to escalate my call to his manager. He said he had none. I asked him who he worked for, he said Bell Media. I, therefore, asked him to provide me with contact information for someone at Bell Media so that I could speak to someone there. He refused to give me any contact information for Bell Media. He also refused to give me the name of the company that he works for as a representative of Bell Media. He refused to give me any information for his manager.

I wanted a refund. I did not get one, and instead got one of the worst customer services I have ever received, and I am stuck with a subscription that I do not want and will not use, and am out $200. I am disgusted by this situation and believe my only recourse is to pursue a complaint through the Revdex.com.

On July 7th, I cancelled my subscription to Crave TV. I received an email confirming the cancellation of my service. Unbeknownst to me, Crave renewed my subscription the same day and charged my credit card. I received no notification that they would be renewing my subscription and only later that day received another email confirming my renewal. Not only did they renew the subscription after I cancelled, they significantly increased the yearly rate.

I called their so-called customer service line, to have them reverse their erroneous charge to my credit card.

I was given the run around for over an hour, speaking to both an associate and a manager, who spouted nothing but scripted replies. Initially they said I could cancel the subscription the same day as the renewal, and then their story changed and they decided to tell me I could not cancel the subscription on the same day as the renewal. In a condescending tone, they suggested I could cancel the service next year before the renewal date. They were not going to refund the subscription rate, despite the fact that I had cancelled the service and received an email confirming of the cancellation. At this point they told me there was nothing they could do for me and disconnected the call.

I find it interesting that at no point did they ask why I no longer wished to subscribe to their service.

***. The company will automatically renew your subscription at a premium rate with no notice. Further their customer service is focused solely on defending their company's un-customer friendly processes, leaving you (the customer) no recourse.

Ok, So this started around may 13th. I was looking at my account information that my renewal for the service was supposed to be at midnight on math 24th, (11:59pm).
I decided to wait it out in case I wanted to use the service for the last 2 weeks.
Then at 9:32pm pdt on May 23rd I was auto-charged for another year, exactly 26.5 hours early.

The next day I called the customer support line asking to cancel my subscription, that I did not intend to pay for it, and wanted a refund.
The lady on the phone was very unclear with her instructions on using a computer, It had appeared to me at the time she took me for someone who did not know how computers work, and this made the conversation with her very translucent. Then she said I can email my complaint in. I said thank you, and hung up.

I wrote an email the following minute later.
I waited 10 days, and got no response.
I then wrote another email about a week ago, Addressing the same notes as I'm writing here, and critiqued their submission form, which only allowed 400 characters for a complaint.
I got a response a few days after, saying:

Hello,

Thank you for contacting Crave. We are sad to see you go, but I have gone ahead and cancelled your subscription. You will receive an email shortly confirming this, and you will still have access until 5/2/2020.

Unfortunately, all subscription fees are non-refundable. Crave is a pre-paid service. You can cancel your subscription at any time, but you will still have access to the service until your following renewal date. There are no refunds possible for cancelling your subscription.
If you require any further assistance, please email us back and we'll be happy to assist you, or for immediate assistance, please call 1-888-CRAVEXX (XXX-XXXX)
Hours of Operation: Monday- Sunday 8 AM- 12 AM.

***
Crave Support Team

As seen above, they did cancel the service, which is literally a 1 click button anyone can do, no need to contact customer service for, but then have the audacity to say it's non-refundable.
I told them I haven't used the service since may 13th and haven't used it all June so far and to please cancel it and that I had no intent to pay for it for another year and that I was charged early.

However though, Instead of arguing with them, I just want my money back. ***. Not only did they *** my money, but they hiked the yearly rate three times in the last year, and implemented a premium area that you have to pay even more to have access to, For example, the yearly rate is now well over 100$, when I bought a year last year it was under 70$.
For example, to stream game of thrones season 8 live, you had to pay for the regular service, plus another 20$ or something to access the newest game of thrones episode.

Here I show you the actual receipt of payment; which states it will auto-renew at the END of the period, to which mine renewed early.
Thu 2019-05-23 9:27 PM

Crave Subscription Receipt

Your subscription was successfully processed.

For future reference, your order number is XXXXXXXXX.

Here's a summary of your charges:

Crave - 12 Months - $89.91

Tax: $10.79

Details: GST - $4.50 PST - $6.29

Total Payment: $100.70

Your plan will automatically renew for your selected plan length. FOR QUEBEC RESIDENTS: annual plans will, at the end of such plan, automatically renew on a monthly basis unless otherwise selected prior to renewal. In all cases, renewal will be at the then applicable charges.

You can cancel or change your plan at any time.
www.crave.caStream on!

Thank you,

Crave Customer Service Team

Please read the Crave Terms and Conditions and Privacy Policy. These include important information regarding amendments to the agreement, pricing, renewals, and cancellation rights.

No where does it say Non-refundable
I am out of characters but please let me know by email what happens next.

On May 28th, 2019 I was charged for Crave's subscription. My understanding was that I had until the end of the 28th to cancel my membership. They charged me so I went to my account to cancel the renewal of the membership. I have not used the service at all and I requested a refund immediately on the 28th as I do not plan on using the service at all. Customer refused my request. I would understand if it has been a few days and if I had been using the service - but I have not used the service at all. And I canceled it minutes after they sent me my bill via email. I would imagine that this should not be an unreasonable request especially if I action immediately.

Our Crave service has been not been working since Monday, May 27. We have spent 3 hours on the phone with two different technical support agents, entered several new codes for our *** Smart TV, unloaded and reloaded the app, reset our router and modem, all to no avail.
We were promised a phone call or email within 24 hours on the evening of Thursday, May 30 but have not been contacted.
The technical service agent with whom I spoke yesterday was dismissive.
We have now been paying for almost a week for service that we are not receiving.
Reference # DSMXXXXX

I have been a customer of Crave TV since Dec 2018,
I have had several issue with the service not allowing me to watch the service I paid for. As of two days ago it will not allow me to log in. I have called the customer service line 3 times and and have waited over 1 hr each time. And gave up as I wasted over 3 hrs. Either they need to fix the issue or refund the remainder of my yearly subscription

Crave TV advertises that their service works on***, but their application has issues and does not work for all of their shows.They don't disclose this and try to make it seem like it's not an issue on their end. We had ordered Crave, started watching a series. They then moved that series under "Stars" saying we now needed to pay extra per month to receive it, but since that change it's not available on *** TV anymore.

I spent 5 hours with their technical support who kept telling me I had to contact ***, but *** insisted there was nothing they could do. The only way to resolve going in circles was for me as the client to create a conference call between *** support and Crave support. Finally they acknowledge that the problem is with their application, and while they've mentioned that charges can be pro-rated until full service is restored, they continue to invoice me, refuse to give any credit for the service we're not receiving saying my only option is to cancel my subscription and loose service entirely. When I try to speak with a manager who has the authority to provide a credit, they make me wait 10 minutes on hold and then say there is no one available. They opened a ticket, but per my last call 18 days had past without any activity on it.

I can't seem to get them to fix the technical issue or provide a refund for the services they are not providing.

Crave charged my *** an annual fee 40dollars higher than whst I had originally paid. They didn't send a reminder email of any kind. When I cancelled they tpld me they don't issue refunds as nd provided no assistance. I would like my *** transaction that was processed today to be cancelled as I have not used the service mor will I.

I was charged for 6 months of service and not able to log in or activate my account. I tried to create three different accounts and delete them nothing worked. I contacted crave three times through their online website and was never contacted. Finally I called in and they refused to refund me any of my money.

January 17, 2019 I received two $50.00 gift cards for a total of $100.00 and applied them to my account. I called and spoke with a representative from Crave on January 17th to ensure that billing would now be taken from the gift cards. On January 21st I received an email stating that my account had now been updated to have the default payment come from the funds of the gift card. I was charge on my credit card February 8th and March 8th. I spoke with another representative on March 19th and was given a reference number of DSM-XXXXX and told I would have someone reach out to me within 48 hrs to resolve the issue. 48 hrs later and still no contact from anyone at Crave so I called again on March 21st and was assured by the representative that my credit card would not be charged on the next billing cycle and that the Gift Card would be the default method of payment. I was informed she could not give me a reference number for this conversation just simply her name "***" and that would be sufficient information. Then on April 4th I received yet another email in response to ticket number DSM-XXXXX stating "We would like to inform you that your account has been updated with Gift Card as default payment." On April 8th yet another payment of $22.58 had come off my credit card. To make matters even more frustrating I am unable to log into my account to see if payment has been taken from the Gift Card as well. Today (April 9th) when I called to ask to speak with a supervisor I was told there were none "on the floor" and to call back later. I asked who I should ask for when I called back and was told they could not provide me with a name.