ComplaintsforPhilo, Inc.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They really need to investigate this: im trying to have a free trial with philo so i can watch decent shows while im on the road( im a truck driver) i tried hulu and i didnt like the selection and i was referred to philo. So, i signed up and my account was active via my phone and it was working great. However, when i tried to linked my acct to my living room tv, my account got immediately deactivated and its asking me to pay 28 so i contact their support and they basically stated that a device( my tv) was linked to multiple accounts and couldnt do anything about it the only way i could think of us when i have people come and stay to check in me after i got out of a nasty domestic dispute. they were logged in to my tv to watch shows and referred me to philo! Im going to fubo and never recommend philo to anyone going forward. i learned now philo do tracked people devices. this needs to be known publicly.

  Business response

  11/01/2024

  Hello,
  
  We are following up on the complaint from our customer ****** **** who mentioned not being able to continue with the free trial due to logging into a device that has already claimed a trial.
  
  After further investigation, we located the customer's account associated with their email and confirmed that, upon signing in on their TV, our system detected multiple accounts, therefore, requiring an immediate payment. Per our terms of service, we only allow one trial per household.
  
  The customer can still access ********************, but a payment will be required to continue watching.
  
  If theres anything else we can help with or provide, just let us know.
  
  Sincerely,
  HF 

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was under the impression I was supposed to be charged only $15/month for the entire time since Im a T-Mobile customer in which that is what T-Mobile told me. I didnt plan to pay $25/month and have been telling Philo this for the longest now. There phone customer service representatives is rude and all I want is to be able to pay $15/month until I decide to cancel my subscription. Ive been a loyal customer and really enjoy the services and I have the payment on autopay so I never miss a payment. What discounts can you all offer me? I am also on a fixed income so it may look like a small issue to you all but to me its big Im very to the point with my bills and Ive called every month asking for the bill to go back to $15/ month. $25/month is too high to not have local news channels, and why do I only have one year of DVR??

  Business response

  10/29/2024

  Good afternoon,
  
  We are following up on the complaint from our customer Nic ******* who mentioned being dissatisfied with the price of Philo. 
  
  The customer did have the **** pricing but the discount was sunset back in 8/1/23. The good news is that we did extend that promotion for customers who were still taking advantage of the promo for another year for a total of 2 years of the promo depending on when they first applied the coupon.  An email about the sunset and the extension were sent to all our customers. 
  
  We are definitely concerned about the experience the customer mentioned in the complaint and we have reached out to the customer directly in order to find out more details. 
  
  If theres anything else we can help with or provide, just let us know.
  
  Sincerely,
  HF

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 12, 2024, I signed up for a FREE trial with Philo. When I checked my email today, it showed an email from ***** that I was being charged a total of $29.99 for a subscription with Philo.I called their customer service, they said they were not able to cancel the subscription, and they were not able to refund my money. They told me to call ***** and have them refund me. I personally know that ***** is not going to refund me for a charges from Philo. I explained to them that I never agreed to any charges, nor did I purchase a paid subscription, but they said they couldnt help me. Granted, this was a call center with a lot of people in the background.I did respond to *****, reporting a problem and stating the exact same situation, I have explained to you, however, they will not refund my money. These kinds of companies are a scam and take advantage of people & this is not OK. I am asking that you look into this and hopefully facilitate Philo refunding my money. I did go through and cancel what was supposed to be the trial period, so they dont charge me again. I deserve a refund, because I never even use the service, nor did I agree to pay for a subscription.

  Business response

  10/31/2024

  Hello,
  
  We are following up on the complaint from our customer **** ******** who was charged for a Philo subscription.
  
  After reviewing the customer's records, we located an account associated with their email that was charged by ***** on 10/12/24. This account was originally created on 4/1/22 but was deactivated following a cancellation on 6/8/22. When the customer signed in again on 10/12/24, the account was reactivated through Apple billing. Since the account had already completed its trial period back in 2022, this resulted in a charge when the service resumed on 10/12/24. Since this account was billed directly through *****, Philo does not have the ability to manage the customers payment information or issue a refund. For any refund requests, the customer will need to contact ***** support.
  
  If theres anything else we can help with or provide, just let us know.
  
  Sincerely,
  HF 

  Customer response

  11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will not be pursuing this any farther, however, you should clearly let customers know that youre going to charge them because they are not eligible for the trial, which you did not do.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am having issues with Philo. Everything was okay until Sunday night. When I go to watch shows they start from the beginning, and I dont want to watch shows from the beginning!!!! I want to watch shows live!!! I want the problem fixed as soon as possible!!!!

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've been a customer for over 8/10 yrs, I've been paying $25 monthly, Philo came out with something called *** for $28 dollars, I've never upgraded they did the upgrade for me without my permission 2 months ago, around July, I called an asked why was my bill higher? They explained they upgraded me without my permission, I told them I never asked for an upgrade, so they put me back on the $25 plan, so a couple of days ago my bill was due an I realized that I've been paying $30 a month, so I called them today 9/30/24 an they told me that they only put me back on that $25 dollar plan for a courtesy an since I've already been on the $30 plan for a month they can't put me back on the $25 plan, so first of all that's illegal, 2nd they never asked me they said they assumed? I WANT MY MONEY BACK AN A APOLOGIE.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint against Philo ***** Philo TV) regarding unauthorized charges that have been billed to my account for 15 months. I do not recall signing up for this service, and I did not use it during this period. Upon discovering the charges, I immediately contacted Philo TV customer support.During my conversation with their customer service representative, it was confirmed that I never streamed any content or used their service. Despite this, Philo TV only agreed to refund the most recent month's charge and refused to refund the remaining charges that accumulated over the past year, amounting to approximately $375. I believe this is unjust, as I was unaware of the subscription and did not use their service at any point.Despite multiple attempts to resolve this issue with Philo TV directly, they have declined to provide a full refund. I am seeking the assistance of the Better Business Bureau to obtain a complete refund for the unauthorized charges made to my account.**Resolution Sought:**I request a full refund of all charges made by Philo TV over the 15 months, totaling approximately $375. I also request that Philo TV reviews their subscription practices to ensure that customers are fully informed and aware of their subscriptions.Thank you for your assistance in this matter.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I gave them 1 time payment and then they billed my card without my ********* causing my accaunt to over draft

  Business response

  08/02/2024

  Good Morning,
  
  We are following up on the complaint from our customer ************************* who is looking for a refund for the Philo subscription.
  
  Upon investigating the information, we were unable to locate an account with the mobile number or email address provided in the complaint.
  
  We have reached out to the customer directly in order to locate the account with a different email address or mobile number. We hope to come to a resolution as soon as possible. 
  
  If theres anything else we can help with or provide, just let us know.
  Sincerely,
  HF

  Customer response

  08/04/2024

   
  Complaint: 22024146
  
  I am rejecting this response because:
  The acount is in my wifes name *********************** phone number ************* she takes care of it with her money I gave her my card for one time payment only I dont even like philo since i never see any endings of any shows it kicks off near the end and goes to next show my card is to never be used without my prrmison thats stealing in my eys
  Sincerely, *************************
  
  *************************

  Business response

  08/06/2024

  Hello,
  
  We are following up on the complaint from our customer *************************.
  
  We were able to locate an account with the new mobile number provided and also get in contact with the customer directly! We were able to come to a resolution as well as educate the customer. Since ******************** is a reoccurring subscription, unless the account is cancelled or the payment method is updated, the subscription will automatically charge the card on file every month on the scheduled date.
  
  If theres anything else we can help with or provide, just let us know.
  Sincerely,
  HF

  Customer response

  08/06/2024

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unauthorized charge of *****

  Business response

  06/18/2024

  Good afternoon,
  
  We are following up on the complaint from our customer ************************* who is looking for a refund for an unauthorized charge.
  
  Upon our investigation, we located a non-active account with the mobile number provided in the complaint but could not locate an account that was recently charged to the customer.
  
  We got in contact with the customer directly and we were then able to locate the account with a different email address and also come to a resolution.
  
  If theres anything else we can help with or provide, just let us know.
  
  Sincerely,
  HF

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unauthorized charge to my cash app account (which was LOCKED). I am not familiar with this company or any subscription services! I want my account cancelled immediately and a full refund for the amount that was taken from my locked account!!

  Business response

  06/17/2024

  Good afternoon,
  
  We are following up on a complaint from our customer *************************** who mentioned being charged and not being familiar with Philo.
  
  After investigating the case, it appears that an account was created using the email address provided to us in the complaint on 6-06-24. We see that the original payment method that was added to the account was not supported and shortly after, the Cashapp payment method was entered by the creator of the account and used it to successfully start the trial. After starting the Philo 7-day free trial, we can see that our 7 day add-on trials were also added and started on 6-06-24. The account transitioned to a paid subscription for our $25 plan and then received an immediate proration of $19.95 after the add-on trials were over.
  
  We do not have record of the customer reaching out to support. As a sign of good faith and although Philo has a no refund policy, we have refunded the charges and deactivated the account. 
  
  If theres anything else we can help with or provide, just let us know.
  
  Sincerely,
  HF

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never signed up for Philo TV, and I live alone...but someone hijacked my phone and signed me up in November 2022. I skim my credit card statement quickly and didn't see the charge. I saw it today, did not recognize it and called to ask what kind of business it was. They were able to see my phone number and that they had charged me every month; and they were able to see that I had never used their service. Never used it. They stopped the billing but refused to pay back the $26.30 x 19 months=$500. I asked to speak with a supervisor who did nothing and who refused to give me the contact information for a higher level person at the business. This is fraud.

  Business response

  06/04/2024

  Good afternoon,
  
  We are following up on the complaint from our customer ***************** who mentioned paying for Philo and not being aware of the account.
  
  After investigating the case, it appears that an account was created using the mobile number on 11-06-22. The account transitioned to a paid subscription on 11-13-22 and was billed every month following since the account was not cancelled. The customer did reach out to support and although Philo has a no refund policy, was refunded for some of the charges and the account was deactivated. We have again reached out to the customer in order to work with them directly and help with any further questions. 
  
  If theres anything else we can help with or provide, just let us know.
  Sincerely,
  HF

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩