Starz Entertainment Group, LLC

Hello, Attached is a copy of the original email the customer sent and our responseYou will note the timestamps shows our response to the customer within minutes of our receiving their emailUnfortunately, we have no way to know if a customer has received our emails and it is the customer's
responsibility to cancel their service inside the free trial to avoid being chargedAs stated in the ‘Terms of Service, which the customer accepted when they started their subscription, “Refunds will not be provided by STARZ for any subscriptions.” We do apologize that the customer never received our response to their inquiryRegards, - ***

STARZ does allow its subscriptions to be canceled onlineThe issue here is the customer started a subscription on our website, then started a second subscription with ***It is the customer's responsibility to track and cancels any subscriptions they startedAs a courtesy, STARZ has canceled
this customer subscription to STARZ directlySTARZ does not provide refunds

Hello, It is the customer's responsibility to track and cancel all accounts they createSTARZ does not provide refunds for active accounts that customers forgot to cancelRegards,

Customer needs to provide us the email they used for their STARZ account for us to look into this any furtherEmail and phone numbers provided are not associated with any STARZ account

We have cancelled the customer's account, per their request

Usage on the account exists as recent as 2/24, as stated in the previous communicationIf we entertain the idea that the usage on 2/was incidental, then we have to acknowledge the fact that a lack of usage does not constitute a refundCustomers pay to have access to the service, and STARZ provided that access.The customer acknowledges that they received an unexpected $charge on 9/17, A charge that would have said STARZ Entertainment not ***Also, the customer is stating that they failed to notice charges from both STARZ and *** during the four months they had both accounts, and again for the three months of charges from STARZ after they canceled ***Also, STARZ and *** send billing confirmations to customersThe STARZ billing confirmations we sent would have been received seven days after the *** confirmation emails, and the charges on these emails would have been different, as stated in the attachments the customers had providedThe customer failed to recognize all this for seven months?To address the miss-information provided by ***The activation site is wholly different from the STARZ siteA customer cannot start a subscription on the activation pageFurthermore, starting a subscription on *** means you never have to go to the activation siteThe service is set up so that we link the *** device to the *** accountIt bypasses all need to head to the websiteAlso, the account was started seven days later, why would a customer try to activate their *** days after they started their subscription on ***.STARZ does not deny that the customer likely started a second subscription in error, and we apologize that they did soWe notified the customer of the billing every month, and the customer never acted on those emailsSTARZ meet its end of the Terms of Service, and we feel the customer failed to follow the Terms of Service; it is the customer's responsibility to track and cancel all subscriptions

The info we have for the customer shows they paid *** for their *** SubscriptionAlso, the service needs to be canceled before the free trial is upAs noted in the ‘Terms of Service’ no refunds will be providedSub does not seem to have reached out to us for assistance nor made an effort to
cancel before the free trial endedFurthermore, *** has no access to ***’s billing system and cannot provide a refund for a *** chargeThe customer seems to have already reached out to ***, and they denied the refund*** sent them to *** for further assistance, and we have in turn let the subscriber know they need to work with *** on the refund as we have no access to their systemsI do not see the subscribers email in our system, and that is likely why his subscription did not workIf the subscriber has a second charge for ***, then they can respond to this complaint with the last of their CC, and we can investigate it further

Complaint: ***
I am rejecting this response because: I've contacted *** they said *** alright took the from there account
Sincerely,
*** ***

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 time. Still, STARZ apologizes if the customer feels that our response times are inadequate. As we have been talking to the...

customer over the last month, we have found that they created a second account with STARZ through our website. It is the customer's responsibility to monitor all accounts they create and cancel each account when they are finished with our service. STARZ has notified the customer of this issues and we have even canceled the account for the customer. Details of these actions have also been sent to the customer.

The customer seems to have talked to an Agent today, and it was determined that the customer was being charged by [redacted], not STARZ.   STARZ does apologize for the long wait times for customers calling in and our delayed response times for customer sending in emails. If the customer has any...

lingering questions please respond back and we can address them.

We have provided the customer directions on how to cancel their service on several communications with them. It is the customer's responsibility to cancel their service. As a courtesy, STARZ has canceled the customer's subscription. STARZ does not provide refunds. This was part of the Terms of...

Service the customers agreed to when they started service.

Complaint: [redacted]
I am rejecting this response because:I do not agree with this decision. Starz needs to take accountability for their faulty website making people unknowingly  create 2 accounts. Also, it needs to let people know in big letters that there are absolutely no refunds. I'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 this. This is United States and I've never heard of a company having a pilicy of no refunds. If I knew that they had a 100% no refund policy I would have never signed up for their trial. I 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]

Complaint: [redacted]
I am rejecting this response because: your customer service representative lied. She does have a manager with a name. Your response is incredibly rude. I am asking for a refund of one charge made one day prior, a completely reasonable request. Your customer service rep was told I did not have access to internet at the time; I did not fail to follow instructions. She easily could have offered to escalate the issue and instead chose to antagonize someone with a reasonable request. Your apology is insufficient and your response unreasonable when I am asking for a simple $9 refund for a charge made within 24 hours after more than a year of loyalty.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this...

response because:they are refusing to give us a refund. We never had the starz channel! The app didn’t work!! We’ve never used or had the starz channel but they charged us almost $50!!! I will take this to small claims court! Starz lured us into signing up for a seven-day free trial, but didn’t give us a free trial ... but charged us anyway!!! 
Sincerely,
[redacted]

I do apologize we cannot provide a refund. Regardless of intention, the facts to remain the same. The customer started two subscriptions to STARZ and continued using the subscription. Our Terms of Service state that STARZ does not provide refunds, credits, or prorated billing for an account.

The account was canceled per the customer's request. STARZ does not provide refunds. This reads as a fraud issue with the card and so the cardholder should work with their bank on resolving the issue of refunding the charges.

Customer created a second account. It 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.

Customer’s bank's statement shows that they are being billed by [redacted] is not billing the subscriber. [redacted], as mentioned, has no access to [redacted]’s billing system and cannot provide a refund for a [redacted] charge. If the customer has an issue with a [redacted] charge, they need to take it up with [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 subscription. We do not provide credit, refunds, or prorated billing for subscriptions that are canceled.”

The charges were completely with merit. The customer created a second account with STARZ. It is the customer's responsibility to know if they created a second account and to cancel all accounts. As a courtesy STARZ has canceled the customer's second account. Details and notification of the...

cancellation of this second account have been sent to the customer.

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 service. It is the customer’s responsibility to track and cancel all subscriptions they start. As a courtesy, we have canceled their...

service. STARZ does not provide refunds for canceled services nor would it discuss any disciplinary action we might take. The call center cannot cancel a customer’s account, which was communicated to the customer several times. STARZ does apologize for any frustration or perceived slight, caused by talking with our call center staff or its supervisors.