Starz Entertainment Group, LLC

STARZ has been very respondent to this customer, answering each email and phone call (sub has called us and talked to representatives several times) all in a very reasonable timeStill, STARZ apologizes if the customer feels that our response times are inadequateAs we have been talking to the customer over the last month, we have found that they created a second account with STARZ through our websiteIt is the customer's responsibility to monitor all accounts they create and cancel each account when they are finished with our serviceSTARZ has notified the customer of this issues and we have even canceled the account for the customerDetails of these actions have also been sent to the customer

I do apologize we cannot provide a refundRegardless of intention, the facts to remain the sameThe customer started two subscriptions to STARZ and continued using the subscriptionOur Terms of Service state that STARZ does not provide refunds, credits, or prorated billing for an account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is semi- satisfactory to meI am glad the subscription has been cancelledHowever, the second charge should have never occurredI do still believe that they need to work out some customer service issues and I hope they do in the futureThank you for helping me to actually get a response in a timely fashion Sincerely, [redacted]

STARZ has been working with this customerThe subscriber had canceled their [redacted] accountAnd so when they attempted to use that account they were correctly told that this account is not activeThe customer created a second account and seemed to have been unaware of that account's credentialsOnce the customer provided accurate information around the bank account that was charged, STARZ was able to find and close the accountSTARZ does not provide refunds for secondary accounts customers created

Customer created a second accountIt is the customer's responsibility to keep track of all additional accounts they create and cancel those accounts when they are finished.STARZ canceled the account and notified the customer of the above

Reviewing the customer's calls and ticket history we see the customer did not attempt to contact STARZ before February 3rd (this is confirmed in the Complaint Background the customer provided to the Revdex.com)Furthermore, the customer continued to use the service to this point (making any point of thinking they already canceled null)Within a minute of the customer sending their first email to us, we responded with directions on how to cancel, and we have been responding promptly to all subsequent communicationsIn conversations with the customer, as well as a review of the call recordings, the customer admitted several times that they did not attempt to contact STARZ for assistanceThey state they called “other companies” as well as googling information on canceling their STARZ subscriptionSTARZ cannot be held responsible for the information other companies provide a customer, a customer decision not to engage with STARZ directly, or use the tools STARZ provides.STARZ provides directions on how to cancel service in the FAQ section of the STARZ app as well as on the STARZ websiteWe also provide direct support, 24x7x365, through phone and emailOur contact information is located in the STARZ app and on the website under “Contact Us.” Starz has reviewed this complaint, and we believe the customer failed to comply with the terms and conditions of the offerIt is the customer’s responsibility to track and cancel all subscriptions they startAs a courtesy, we have elected to cancel their service for themSTARZ does not provide refunds

Complaint: [redacted] I am rejecting this response because:I do not agree with this decisionStarz needs to take accountability for their faulty website making people unknowingly create accountsAlso, it needs to let people know in big letters that there are absolutely no refundsI've never seen anything like that there and of course by putting it in tiny letters in their agreement that no one reads they avoid telling people the truth that they can get screwed over like thisThis is United States and I've never heard of a company having a pilicy of no refundsIf I knew that they had a 100% no refund policy I would have never signed up for their trialI guess I'll just have to talk to my lawyer and see what he says about this since obviously the company is not willing to cooperate and admit their fault in making people sign up twice for their accounts Sincerely, [redacted] ***

The customer’s provided email address is not registered with STARZWe need the sub to provide us the email address they used when they signed up for us to assist any furtherSTARZ has seen an increase in its subscriber base far exceeding any numbers we expected or even imaginedAs such all of our customers are experiencing a delay in our response time, to include but not limited to long wait times to get to the call center and we are several days behind in responding to emailsThis issue is not a slight to anyone looking to cancel, and such an assumption is absurd We are working very hard to staff up and work through our backlog of tickets, and we do apologize for the delayed response time

Starz has reviewed this complaint, and we believe the customer failed to comply with the terms and conditions of the offer and instructions on how to cancel the serviceIt is the customer’s responsibility to track and cancel all subscriptions they startAs a courtesy, we have canceled their serviceSTARZ does not provide refunds for canceled services nor would it discuss any disciplinary action we might takeThe call center cannot cancel a customer’s account, which was communicated to the customer several timesSTARZ does apologize for any frustration or perceived slight, caused by talking with our call center staff or its supervisors

The customer created a second account to STARZ on our websiteSTARZ has canceled this account for the customerIt is the customer's responsibility to track and canceled each subscription they haveSTARZ does not provide refunds

Complaint: [redacted] I am rejecting this response because: They didn’t send me instructions to unsubscribe with an [redacted] in the first email They said they couldn’t find my account! Sincerely, [redacted]

Customer’s bank's statement shows that they are being billed by [redacted] [redacted] is not billing the subscriber***, as mentioned, has no access to [redacted] ’s billing system and cannot provide a refund for a [redacted] chargeIf the customer has an issue with a [redacted] charge, they need to take it up with [redacted] [redacted] billed the customer only [redacted] can refund a [redacted] charge.A copy of the [redacted] email says “ they may be able to offer you a refund.” “May” is the optimal word, [redacted] cannot and does not provide refunds.Furthermore, as noted in the ‘Terms of Service’ that the customer agreed to when they signed up, section 4.4, “Refunds will not be provided by [redacted] for any subscriptionWe do not provide credit, refunds, or prorated billing for subscriptions that are canceled.”

Directions on how to cancel on any platform are included with any cancelation email we sendAlso, all direction on how to cancel are located on our website and in the mobile appWe also walk customers through cancelation over the phoneWe can only walk someone though cancelation of an account if they know how they subscribedAs noted, it is the customer's responsibility to track and cancel their serviceWe have already addressed the customers desired resolution noting that we have provided the courtesy of canceling their account for them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The customer reached out to us on April 1st at 13:CTThe customer indicated they wanted to cancelThe STARZ agent asked how the customer subscribedThe customer provided incorrect information at this pointThe agent provided them the direction on how to cancel based on this inaccurate
informationLate in the call, when the customer could not find the correct place to cancel (because of the incorrect info they provided) they asked the STARZ agent if he did, in fact, subscribe this wayThe agent responded; “Yes.” This is the extent of the incorrect information the STARZ agent providedSTARZ apologizes for this The customer called a second time on April 1st to complain they did not subscribe the way they told us and that they needed a refund for thisThe story immediately escalated to include several calls over several monthsThis is not the caseThe customer reached out to us a total of times on April 1st and not a single time beforeThe customer sent our Customer Care Manager a direct email on this issue on April 3rd continuing the story they have presented hereOver email, the customer refused to provide additional information to substantiate their claimThe Customer Care Manger provided their phone number, and the customer did call three times in quick succession, not eight as they claimedThe customer did not leave a message and did not respond to subsequent communications from the Customer Care Manager STARZ’s stance remains the sameThe customer has miss-represented the circumstances around his claim, and that does not warrant a refund of his services STARZ does apologize that the agent the customer first worked with did incorrectly agree with the customers statements about the way they subscribed

The customer created a second accountIt is the customer's responsibility to track and cancel each account they createInformation about this second account was sent to the customer on September 29th. STARZ has canceled the second account for the customer and details of this have been sent to
the customerUnfortunately, STARZ does not provide refunds

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Starz has reviewed this complaint, and we believe the customer failed to comply with the terms and conditions of the offer and instructions on how to cancel the serviceIt is the customer’s responsibility to track and cancel all subscriptions they start.Our records show that the customer's ***
account (for STARZ) was created on 09/10/2017, and the direct STARZ account was created on 09/17/The direct STARZ account (created through our website) was the primary account of use since it was createdThe account shows the customer had continued to use the account as recent as 2/when they watched episode of Counterpart.As a courtesy, we have canceled the customer's serviceSTARZ does not provide refunds for canceled services as stated in the Terms and Conditions agreed to when the account was started. Our Tier group reviewed the ticket and communicated these finding to the customer on 2/We do apologize if the customer did not receive this communication

We have canceled the customers account per their requestSTARZ does not provide refundsThis is listed the the Terms of Service the customer agreed to when they started the subscriptionWe do apologize the customer had problems reaching our call center

STARZ lists the ways to cancel on our website and in the FAQ in all appsAlso, our customer care line is always available to walk a customer through cancellationAt no time would an agent have said the account was canceled or said they would cancel itSTARZ Customer Care agents cannot cancel an
account for a customerThe customer’s ticket from Dec 4th does not ask to cancel service, only asks for a refund for serviceAs the customer has mentioned, and I confirmed, they have already canceled the accountPer STARZ Terms of service, we do not provide refunds