CraveTV - Bell Media

Had an account with Crave and cancelled. Company continued charging me despite repeated calls. I called and they agreed it had been cancelled but as of March 27 2019 still being charged. refused to look into the issue any further, I had to cancel my credit card and get a new one to stop the charges.

My account renewal was subject to terms that I did not agree with. The cost was excessively high compared to the price it had been in the past. CraveTV claims that I had received some form of communication regarding this cost, which I have not. I contacted them, March 31/2019, the day after they charged my card to cancel the account and refund the cost of the renewal as I do not agree to the cost and no longer want the service. They forced me to wait for a supervisor to contact me back, claiming that they would call. They subsequently sent an email refusing to move forward, and refusing to refund the services. I have been caused significant financial hardship because of their manual authorization of my credit card. I have tried to reason with them and discuss the matter with their customer service team. They refuse to provide me with any contact information for the department they claim is responsible for these decisions. They also refuse to provide me any number to be in touch with their corporate office. I subsequently spoke with them on April 1/2019 and they did nothing but argue with me.

I tried the 30 day trial sign up for Crave TV and only used it once and cancelled the service. On October 23rd, 2018, I discovered that Crave TV charge me for a one year subscription in the amount of $100.70 to my *** card on the order number of XXXXXXXXX. After finding this out I contacted their customer service centre to get a refund. I logged into my account on October 29th, 2018 to check the status and make sure it was cancelled. I immediately called their call centre and each time I spoke with one of their agents they told me they would investigate and call me back. They also confirmed that I have never logged into the website or app to watch any shows - the customer service agents are able to check usage of the Crave TV app. The call centre agents each time would make an excuse to get me off the phone and I was always promised a call back which never happened. One agent even told me that they were located in Philippines and that she would call me back with a status update when her shift would start again. I called the call centre in October, November, December and January. Each time they would a say a refund request was logged and someone would contact me back. I felt as if they were using avoidance as a tactic to get me off the phone without ever processing my refund. I would ask to speak their manager which they would never pass me to. I asked for a ticket number or something by email which would show my refund request is being processed which would never happen. I asked for an employee ID number which they were unable to provide. I am frustrated at why each time I called (over 7 times), the customer service agent fed me the same line with no call back.

Crave has a basic subscription and add-ons. On THREE separate occasions, this company has added the add-on to my account and charged me an extra $10. The first time this has occurred, I called to cancel it. It then renewed for two more months without my permission.
First it happened was November 2018, order #XXXXXXXXX. The second time it happened was in December 2018, order #XXXXXXXXX. The final time it happened was January, order #XXXXXXXXX (which was billed SEPARATELY from my basic subscription for some reason).
I received a refund for only one of these occasions in February.
In March, my account got locked because of a bug on Crave. I also updated my credit card information. On March 8, 2019, I spoke to someone again on the phone and they made me cancel my basic subscription and then re-add it to my account to fix the "bug". I did that and was charged the basic price. Two days later, I got charged for the add-on subscription again. At this point, I called them out of pure anger. I asked them to put in a complaint, tell their manager I wanted to speak to them, and I want another refund.
I didn't receive any call from the manager but the same person I spoke to. She called me over a week later and told me my refund request was denied. She did not give me a good reason for why it was denied. I told her it didn't make sense because NO ONE added the add-on in TWO DAYS. She told me maybe I clicked it by mistake... Needless to say, I cancelled my Crave account. How dare they say I accidentally clicked it when I was charged for the add-on TWO DAYS later. They owe me at least $40 - without considering how many cell phone minutes I've wasted trying to get through to their management.

Details:
Payment method is through my credit card and the basic subscription is $11.29, taxes included. The add-on is *** and it costs an additional $9.99 plus tax. I knew I was being overcharged because on my bill, it would say $22. I share this account with my brother and father. Crave tried telling me that whoever kept adding my subscription was using a Windows computers however no one else in my family has a laptop - mine is *** and my family uses ***.***.
There are only two representatives who pick up the customer service line. One male and one female. I frequently have called and spoke to the male on the line, and he was the one who told me to cancel and re-add the basic subscription when my account was locked. I tried to explain this to the female but she kept calling me "ma'am" and did not listen to me.

I signed up for a Crave TV subscription March 3, 2019. Since that date, including that date, I have had ongoing issues which include: technical difficulties, business refusal to honour the advertised one month free trial and poor customer service or shall I say lack there of. From day 1 regarding my tech and free trial issue, I was promosed a call back within a 24 hour period where Crave TV was to provide a resolution. The first customer service rep was unable to assist. I never received a call back so had to place a second call to their business. The second person I spoke with still couldn't assist so I attempted to escalate to a supervisor. I was then promised a call back within 3 business days and an email confirming my call and that my concerns were passed along to supervisor. When I didn't hear back from the supervisor after the 3 days, I then followed up again but this time asked to speak with them directly. I was then given multiple reasons why I could not speak with a supervisor directly (supervisor is servicing other clients, is on lunch etc.). I continued to persist that I speak with a supervisor as it was important to me to find a resolution since I am paying for the service and had already been charged for it. I was finally advised one was available and was placed on hold so the rep could connect us. After patiently waiting on hold for about two hours (which is absolutely disgraceful), the call was disconnected. I have since not heard back from anyone regarding my issue and regretfully don't have the time to be waiting on hold for two hours on an ongoing basis all well I am being charged for the services. At this point, I don't have faith or trust in their customer service and am still seeking a resolution. I feel that at the very least I am owed that.

I recently replied to a computer add by Crave Tv to purchase Crave through the internet. Part of this process was to fill out a policy statement which included my financial information (credit card) which I did. I then found out the add required me to cancel my account with *** Ca and join Bell Canada which I was not prepared to do. I cancelled my policy information and found out I could join Crave tv through my local supplier which was shaw .ca and I did that. After this I then found out Crave TV withdrew @123.08from my account on January 9th and I have made numerous attempts to have that money returned to me as Bell Canada d not have any authority to take that money. Since then I have contacted Crave Tv at X XXX XXX XXXX on 3 separate occasions and explained my circumstances to their agents and my request to have my money returned. All 3 agents agreed that my money should be returned but it required a further approval by their supervisor and that this supervisor would contact me personally which he never has and I have no access to him.The TICKET number associated with this claim is CC XXXXX @ !XXX XXX XXXX
Account_Number: XXX-XXX-XXXX

November 30, 2018: subscribed to CraveTV via *** as they were running a 4 months promotion where top tier account is only 9.99. Unable to activate on my *** so called technical support who was able to resolve it for me. The email address I gave technical support then was ***@gmail.com and she had no problem verifying my subscription. I bought a new *** smart TV on January 5 and installed Crave and it worked flawlessly.
January 9, 2019: Crave stopped working on my smart TV saying that I do not have a subscription. Crave still works on my laptop and phone. Called technical support and was told that my email ***@gmail.com does not have a subscription. Escalated to level 2, called me back 2 days after and left a voicemail that it is not resolved and will call back again. Never got another call back.
January 17, 2019: I called again and they kept insisting that it is not resolved yet. They did not offer alternative solutions to my problem. Spoke to a supervisor who told me she will call me back on Tuesday January 22, 2019 for an update. She did not call me back.
Crave is still not working on my smart TV but works on my phone and laptop.

I subscribe to cravetv through *** optic
tv. There was a merger with HBO and other
products. Our channel on optic tv was 411.
I received series and some limited hbo and showtime content. I also received many movies
such as ***,***, Etc. The ***
movies were quite extensive in the coverage of the
number of movies released under the ***
franchise.
The menu for cravetv shows the following:
Introducing the new Crave. Your subscription
has not changed and you can continue to enjoy
all the great content your're subscribed to on channel 411.
As stated earlier in my complaint this is untrue as all the movie content has been removed.There used to be a movie category on the menu that is no longer available.

I signed up for, and paid for a 1 year subscription last October. In December I changed computers and Crave would not accept my log in. I sent several emails to crave asking for help, I got only 1 reply that they would get back to me. That was over a month ago. I called Crave last week and tried to cancel and get a refund. After 1/2 hour on hold I was told I was cancelled and that I would get a confirmation email.
I did not get an email so I called today and spent another 1/2 hour on hold then the rep came back and said I was not cancelled and he could not cancel me he had to send a request.
I had service for 2 months I want 10 months refunded.
I tried emailing Crave to cancel but the error message said I was over 500 words even though I was 220 words.
Crave does not want to cancel me till my money is used up. I do not think I should pay for a service I can not use and that the provider can not be bothered helping me with.

My subscription is showing locked on my *** and TV.
I have not been able to access since Dec 8th.

I joined crave on Aug 12th 2018 for 1 year and paid in full.

I called in and spoke to tech support with no correction. And no update.

On Dec 13th I spoke to *** who said he would escalate my case and give me a response within 24 hours.
We figured it was a system error as it seems the dates in my profile may have been reversed to cancel subscription on 12/08 (dec 8th) or it was an update in the system with the new app or HBO that caused the issue. Either way I asked that my susbscrition simply be renewed to reflect my correct date. I provided my receipt.

I did not get an email or Call back.
On Dec 14th I spoke to *** who promised a call or email within 24 hours. Again no response.

I emailed on Dec 18th and got a response on Dec 19th that there was no update.
I emailed Dec 23rd for an update and still no update as of today Jan 2nd.

I don't understand how a company cannot make an account correction to fix this issue if they have my proof of payment for 1 year subscription. I feel that they are not a professional organization. I want my account rectified and compensation for the weeks my account was not active. Very poor service and company and I want to warn others not to give them business.

On December 9, 2018, I had purchased an electronic *** certificate directly from the cravetv website (https://www.***/***). The amount was for $100. The gift certificate was issued for $100 and I received an email confirmation that the ***giftamount was $100.

Contrary to the above amount, my credit card was charged $112.

I contacted Cravetv over the course of several days and no one could explain why I had been charged a different amount. I was not given a refund for the unauthorized amount.

Note that I suspect that they unlawfully charged taxes on a visa card. When I went to use the gift card, they were charging me an additional tax.

After my free trial of Crave I did not continue as I had no interest. Then they rolled out some new stuff and for some extra money I could get more stuff I liked. It said it would be available to ALL platforms by Nov 15. I decided that I could wait until then. The date came and passed and nothing. If you see there *** I'm not the onlycustomer upset. Then when asking for a refund they tell me it takes 7-10 bussiness days to see if it's approved and apparently they have no managers to speak too.

I just purchased my first Smart TV and there was an offer with a code for a free month of Crave TV because I purchased the TV. I entered the code online it didn't say it didn't work and nowhere did it specify I would be billed yet I immediately received a bill saying they had charged my account. Which I did not authorize as my assumption was that I would get a free month. I emailed to request a refund for the charge on November 19th and only received a reply saying they are too busy to answer emails quickly and I should phone. I waited hoping I would get an email in a few days but on November 26th I gave in and phoned. The person who answered the phone said I signed up for a free trial in 2017 which I may have but I didn't even have a smart TV to watch it at the time and it doesn't work on my tablet. So I didn't watch that free trial. But that is not even the point. The point is my TV said I qualified for a free month with the purchase and I entered the promo code online when I tried to sign up and it did not say I would be charged, nor did it say the code didn't work so I was not expecting the charge. They refuse to refund my money. *** I would have been a customer for years but not now. ***. I have asked for my subscription to be cancelled and they can do that but nothing else. I would still like my money refunded even though it's only 9.99 and tax I feel like it's been ***. I also want some reassurance that they will remove my CC from their system and I would like that sent to me in writing.

I became a year subscriber to the service on March 2017 under the assurance I'll be able to watch all 7 seasons of *** and also other shows updating continually. Now that the 7th season is out, the service is asking further subscription of $10 monthly for me to watch the 7th even though I've prepaid for a years worth of services already. That's an additional $50 till the end of my year subscription on Mar 2019. The should change their service billing during service period

Problem Date: 2018/10/13

I subscribed to CraveTV tonight and spent an hour attempting to get the service to work without success. I contacted CraveTV via their social media support and clearly stated I want my credit card information erased and the account deleted immediately. Even though the current subscription period was not paid for (the "trial period") and I have told them to deactivate the subscription they are refusing to remove my information and delete the account before November 13th.

Advertised a 1 month free trial on any device. Only worked on my Android mobile device and when I contacted support they said I had created my account in 2017. Account created August 2018...

Contacted support twice and both times they failed to rectify issues saying it was my browser or I was using an old account. I was in fact using a fresh email, CC and password.

The scary part is not them *** about advertising but randomly merging accounts.

I canceled my subscription in the morning and had the money charged to my credit card a couple hours later. They are claiming that I canceled in the afternoon, which I didn't, and are stating that because of their no refunds policy that I have to keep a service I don't want for an entire year. So I'm out almost a $100. I would understand if there was some overlap and they made me pay for a month, but I should not be penalized for a year.

After weeks of researching which third party products support the CraveTV application, I decided to purchased the ***, as it is listed as a supported device on their website. *** after purchasing the *** and experiencing issues finding the service, I spoke with *** Canada and CraveTV directly. I was told that this software is not supported on the ***. CraveTV admitted to this, as well as the info being present on their site. ***

*** their only form of consolation was, Sorry about that. Call Bell.

While speaking with CraveTV, I spoke with *** first, but after poor service ***, I asked for the call to be escalated to a superior. *** I spoke with ***, a supervisor who was zero help. Both employees confirmed that the product does not work, but that it may in the future. This contradicts what is said on their website in simple text.

*** informed me that he would not escalate my call higher, as no one was available. He reiterated that I should just call Bell,*** my issue is with the CraveTV service ***. He told me that his supervisor, ***, would not be able to help either, ***

There was no indication that the issue will be fixed by the company, nor that they would compensate in any way for the issue. ***

To the credit of ***, we received astounding service from ***. while we tried to sort out ***. He did his best to help us investigate CraveTV's site, service etc.