Starz Entertainment Group, LLC

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

The customer’s provided email address is not registered with STARZ. We need the sub to provide us the email address they used when they signed up for us to assist any further. STARZ has seen an increase in its subscriber base far exceeding any numbers we expected or even imagined. As 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 emails. This 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.

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 communications. In 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 assistance. They state they called “other companies” as well as googling information on canceling their STARZ subscription. STARZ 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 website. We also provide direct support, 24x7x365, through phone and email. Our 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 offer. It is the customer’s responsibility to track and cancel all subscriptions they start. As a courtesy, we have elected to cancel their service for them. STARZ does not provide refunds.

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. These instructions, compatible with [redacted]s, were sent to the customer on their intimal communication. It is the customer’s...

responsibility to track and cancel subscriptions they start. As a courtesy, we have canceled the customer's service. STARZ does not provide refunds for canceled services as stated in the Terms and Conditions agreed to when the account was started.

Complaint: [redacted]
I am rejecting this response because: the business factually misrepresented (or perhaps they did not clearly understand) my conversation with them, replying to your message with FALSEHOODS about what I said.Specifically, in their written response to this complaint, here's what they said:Reviewing the customer's calls and ticket history we see the customer did not attempt to contact STARZ before February 3rd  FALSE I TRIED TO CONTACT STARTZ TO CANCEL MY TRIAL SUBSCRIPTION, REPEATEDLY, STARTING ON JANUARY 14TH - WHEN I QUIT USING THEIR SERVICE.(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). FALSE.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 communications. WHEN I SENT THE EMAIL TO STARZ, I HAD BEEN ATTEMPTING TO CONTACT THEM SINCE JANUARY 14TH - BY VARIOUS MEANS, INCLUDING PHONE CALLS AND CHATS - IN WHICH I WAS INFORMED THAT I DID NOT HAVE A SUBSCRIPTION, AND THEREFORE COULD NOT CANCEL MY SUBSCRIPTION.In 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 assistance. FALSE, AS I REPEATEDLY EXPLAINED TO BOTH TIER 1 REPRESENTATIVE DAVID W[redacted] AND HIS SUPERVISOR JASON M[redacted].They state they called “other companies” as well as googling information on canceling their STARZ subscription. FALSE. I SAID THAT SINCE I WAS NOT ABLE TO CANCEL VIA THE APP ON WHICH I VIEWED A TRIAL SUBSCRIPTION - WHICH IS ODD; WHY DO THEY MAKE IT SO DIFFICULT TO CANCEL? - I WENT OUT OF MY WAY TO CANCEL THE SUBSCRIPTION, BY PUTTING FORTH THE ADDITIONAL EFFORT OF GOOGLING "HOW TO CANCEL A TRIAL SUBSCRIPTION OF STARZ" AND FOLLOWED THOSE INSTRUCTIONS - THAT'S HOW I ENDED UP WITH VARIOUS LINKS FOR CHATS AND PHONE NUMBERS - WHICH I CONTACTED, TO CANCEL - AND WAS TOLD THAT I COULD NOT CANCEL BECAUSE I DID NOT HAVE A SUBSCRIPTION. SEVERAL WEEKS LATER AND THEN AN ADDITIONAL MONTH LATER, I WAS CHARGED (TWICE) BY STARZ - AFTER BEING TOLD THAT I COULD NOT CANCEL BECAUSE I DID NOT HAVE A SUBSCRIPTION.STARZ 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.  FALSE. I TRIED REPEATEDLY TO CONTACT YOU, AND THEN THOUGHT THAT I HAD CONTACTED YOU, BECAUSE I WAS TOLD BY SEVERAL STARZ REPRESENTATIVES (BY CHAT AND PHONE) THAT I DID NOT HAVE A SUBSCRIPTION AND THEREFORE COULD NOT CANCEL.STARZ provides directions on how to cancel service in the FAQ section of the STARZ app as well as on the STARZ website. We also provide direct support, 24x7x365, through phone and email. Our 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 offer. It is the customer’s responsibility to track and cancel all subscriptions they start. As a courtesy, we have elected to cancel their service for them. STARZ does not provide refunds. FALSE. I DID TRY TO TRACK AND CANCEL MY SUBSCRIPTION, AND WAS TOLD, REPEATEDLY BY STARZ REPS, THAT I DID NOT HAVE A SUBSCRIPTION TO CANCEL. TODAY, WHEN I SAW THAT I WAS BILLED AND THERE WAS A PHONE NUMBER NEAR THE CHARGE ON MY BANK STATEMENT, I CALLED THAT STARZ NUMBER TO FIND OUT WHY I WAS BILLED FOR A SUBSCRIPTION THAT I HAD TRIED TO CANCEL AND WAS TOLD DID NOT EXIST ("YOU DON'T HAVE A STARZ SUBSCRIPTION") AND TODAY, I REQUESTED THAT THIS PROBLEM BE ADDRESSED. I REQUESTED THAT STARZ MAKE SURE THAT MY TRIAL SUBSCRIPTION WAS CANCELLED - A REQUEST IT SEEMED I WAS MAKING FOR THE UMPTEENTH TIME SINCE JAN 14TH.  STARZ DID NOT DECIDE TO TERMINATE MY SUBSCRIPTION - I CALLED THEM TO MAKE SURE IT WAS IN FACT CANCELLED, AND TO ASK WHY I WAS CHARGED FOR A SUBSCRIPTION I WAS REPEATEDLY TOLD I DID NOT HAVE, AND THEREFORE COULD NOT CANCEL. TODAY, I ASKED STARZ WHY I WAS CHARGED (TWICE) FOR A SUBSCRIPTION THEY INSISTED I DID NOT HAVE AND SAID I COULD NOT CANCEL?STARZ' RESPONSE TO MY LETTER IS FILLED WITH FALSEHOODS AND MISR EPRESENTATIONS ABOUT MY ACTIONS, MY WORDS, AND THEY EVEN FALSELY REPORTED THAT THEY TERMINATED MY SUBSCRIPTION WHEN IN FACT, I CALLED THEM TO MAKE SURE THE TRIAL SUBSCRIPTION WAS CANCELLED AND EXPLAIN THAT THEIR REPRESENTATIVES HAD TOLD ME I COULDN'T CANCEL MY SUBSCRIPTION BECAUSE I DID NOT HAVE A SUBSCRIPTION.  STARZ should not be allowed to get away with this bullying behavior - they should not be allowed to falsely say "You can't cancel because you don't have a subscription,' they should not be allowed to charge for a subscription that they say cannot be cancelled, and they should not be allowed to make false claims like they did in their answer to my complaint (Example: STARZ falsely stated that this subscription was ended because they terminated me, rather than the truth, which is that I called them to make sure it was cancelled).  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  we have never received a notification of billing from Starz. The only notification that we received 8 99 charges from our [redacted] card and the notification was from the bank not from Starz.S they can say whatever they want as far as us not noticing an 899 charge but the truth is simply that they double billed our account and they don't want to take responsibility for it. I'm sure they're doing this too many of their customers I will not be using Starz again
Sincerely,
[redacted]

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]

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 me. I am glad the subscription has been cancelled. However, the second charge should have never occurred. I do still believe that they need to work out some customer service issues and I hope they do in the future. Thank you for helping me to actually get a response in a timely fashion.
Sincerely,
[redacted]

STARZ has been working with this customer. The subscriber had canceled their [redacted] account. And so when they attempted to use that account they were correctly told that this account is not active. The customer created a second account and seemed to have been unaware of that account's...

credentials. Once the customer provided accurate information around the bank account that was charged, STARZ was able to find and close the account. STARZ does not provide refunds for secondary accounts customers created.

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

Hello, As was communicated to the customer through our call center. The customer created two accounts. The customer is responsible for keeping track of extra accounts. STARZ does not provide refunds for the creation of second accounts. To further exacerbate the issue, the second account shows...

playback after the cancellation of the first account. Because the second account has been used post the termination of the first account we see the charges as valid. This is not a case of being dinged because they found the site or registration process confusing but the result of usage on the account after the cancellation. We do apologize for any confusion and regret we do not provide refunds for seconds subscriptions or on accounts where we show usage after a billing period has been started. Regards,