ComplaintsforPhilo, Inc.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used Philo for a free trial. It was canceled within the trial period. When we log into the account, it clearly states that our account was deactivated on Jan 4, 2022. Yet our bank account has been charged the monthly subscription fee of $25 for the last 7 months. Upon speaking with customer service, they initially claimed that there were only 2 charges, one in January and one in July. When I said there was one in June, they then tell me they charged the card but it wasn't declined. It went through without our knowledge. She claimed these were the only charges. After searching my email, I was able to find invoices for completed charges for each month, January 2022 through July 2022. When I brought this to her attention, she begins claiming that there was another account under our name that was being charged for. We never had a second account. We never used the service after we canceled. The company refuses to take responsibility, and refuses to refund us for more than 3 of the 7 months they wrongfully billed. This company is misleading and downright fraudulent in their practices.

  Business response

  07/29/2022

  Good afternoon,

  We are responding to the complaint received by our customer *********************************. 
  
  We have attempted to reach out to the customer by phone but could only leave a voicemail. In addition, we sent a follow up email asking the customer to contact our office. It appears that the customer may have inadvertently created more than one account, using the same device. However, these were created using similar email addresses. Although we have a no refund policy and as a courtesy, we have refunded the charges. 
  
  Please let us know if there is anything else we can help with. 
  
  Sincerely,

  AR

• Initial Complaint

  07/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a trial with this company, but five minutes later decided I did not want the services. I looked up how to cancel the services online, and I followed the correct steps to cancel the services. I still got charged for a couple of months on my credit card before I realized that I was being charged monthly at $27.38. I called the company for a refund and they could not refund all the money even though they could see that I had never signed into the services during the months they charged me.They should be required to at least email or text a user if they notice after four or five months that theyre being charged for a service that they are not utilizing or Have never even used. This should be considered a crime.

  Business response

  07/21/2022

  Good afternoon,
  
  We are responding to complaint filed by our customer regarding the charges for a ******************** account that was created back in February. 
  
  Our records show a trial was started using the mobile number ************** on February 6th, 2022 and transitioned to a paid account on February 13th, 2022. Additional research shows we had no cancellation on record for this account during the trial period, nor any contact from the customer, and that is why it transitioned into a paid subscription. Because there was no email updated when the customer created the account, they would not have received notification but can access their account, anytime, by visiting philo.com. 
  
  We have attempted to reach out to the customer by phone but didn't get an answer and could not leave a voicemail. As a good faith effort, we have refunded our customer and will follow up with an email directly to **************. 
  
  If you need anything else, just let us know. 
  
  Sincerely,
  AR

• Initial Complaint

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never signed up for Philo and I didn't even know what it was until I noticed they've been charging me 26 dollars a month for the past year on my credit card.I called and verified my credit card number and had the agent cancel the account. He wouldn't tell me the email address that registered the account, nor the phone number, despite the fact that I verified my credit card information.Beyond that he told me if I wanted a refund that I had to take it up with my credit card company. They couldn't help.I would like the refund for $312 which they charged me for a service I never wanted or used. There are no fraudulent charges on my credit card so I highly doubt it's fraud. I am extremely upset that after verifying my credit card number they wouldn't even verify the email address they have for the account.

  Business response

  07/07/2022

  Good afternoon, 
  
  We are reaching out in regards to the customer's request for a refund and their mention of never signing up for Philo. We take any claims of fraudulent activity seriously and have personally reached out to the customer and are working directly with them regarding their account.
  
  Sincerely,
  AR

  Customer response

  07/12/2022

  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.

  I have spoken to this business who reached out to me by phone and we were able to come to an agreeable solution.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/14/2022 View invoice $27.94 5/14/2022 View invoice $27.94 4/14/2022 View invoice $27.94 3/14/2022 View invoice I originally sign up for the free trial and added my card on file because I wanted to watch a show, but I stopped using the services because I found a cheaper website. I removed the app from my device and stopped using the services all together, I was going through my bank statement today and noticed a charge for $27.94 so I called Philo and asked the representative to figure out why I was being charge, I asked her if she able to find the last time I logged on and used Philo, she states it was back in MARCH!!! I was charged for 4 months when I had no idea about it!!!!!! I'm going through a financial hardship (hence why I was going through my bank statement) that's $111.76 that you guys stole from me that I need for more important things like gas and feeding my child. I completely understand if I was using the service, but I was not, had I known I was still being charged obviously I would've cancelled or keep using the service, but I couldn't afford it. You guys have records that I have not been using the services, so please refund me my money.

  Business response

  07/01/2022

  Good Morning,

  We are following up on the refund request from Nara ****.

  It looks like the first time the customer reached out to our support team regarding the active account was on June 25, 2022. During this interaction with one of our support agents, our customer mentioned that she just cancelled the account after reviewing her bank statement. We understand the customer may not have been using the service after March, but we still have to pay for the content. Had the customer reached out to us sooner, we could have confirmed the cancellation. The customer mentions removing the ******************** app from her device but that does not cancel a paid subscription.
  
  Although we have a no refund policy, we understand financial hardships and as a one-time courtesy, our support agent did issue a refund for the last charge processed on the account. 
  
  Please let us know if you need any additional information.
  
  Sincerely, 
  AR

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I tried Philo in November, 2021. I did not wish to continue, so I actively cancelled in early December, 2021 to avoid further charges. Since then, I did not receive any email communication about the subscription, and according to my Apple ID info, the account was cancelled. In June of 2022, I noticed a $27.18 charge on my credit card from Philo. I called to inquire, and they said that there were 2 accounts listed under my name, email, phone number. One had been cancelled via iTunes, and the other was created using a link at my cell phone number. They said that the latter was continuing to charge me monthly, though there was no user activity since December, 2021. I searched through past emails, and there was not a single receipt or record with 1.) activation of this mysterious second account or 2.) a single receipt for any payment processed from January, 2022 to June, 2022. If a business is charging a customer monthly, they must provide a receipt of payment. I did not notice it on my account until June, but the supervisor could only offer me a refund of 3 months, no more. I paid for something I did not use or have knowledge of for 6 months, and I never once received a receipt. Attached are proof that I began and cancelled an account via iTunes in 2021. This is the only receipt proof, apart from my credit card statements, that I have of any activity involving Philo, and any customer in my position should be refunded in full.

  Business response

  06/14/2022

  We are following up on the complaint received by our customer **** Deminshy and after a thorough review of the charges in question, wed like to provide some insight into what happened. 
  
  
  We can confirm the customer created two separate accounts, one under the email address which was a trial started through Apple on November 28, 2021 and cancelled on November 29, 2021. There were no charges on this account and it remains inactive.
  
  The second account was created under the mobile number on November 29, 2021 at which time the customer took advantage of our Black Friday-Cyber Monday promotion. Note, that In order to take advantage of this promotion and get a trial started, the customer had to update their payment method and mobile number on our website directly and then confirm the security link that was sent directly to the mobile device.
  
  We show there was active viewing sessions on the account associated with the mobile number throughout the Month of December 2021 and no record of a request to cancel this account. We also show the mobile number was used to sign into a Roku device on December 16, 2021 at which time the security link was also confirmed for this on the mobile device.
  
  Our support agent was correct that we have a no refund policy and had the customer reached out earlier, we would have helped with cancelling this account and because there was no email address updated on this account when the customer created it, we could not send an email notification of payment, however, our customers have access to all of their billing information online.
  
  As a courtesy, we did offer a total of three refunds even though we had to pay for the content regardless of whether a customer watches or not. We appreciate the opportunity to provide some additional insight and if you need anything else or further clarification, please let us know. 
  
  Best, 
  AR

  Customer response

  06/14/2022

   
  Complaint: 17328493
  
  I am rejecting this response because:

  At no point in this explanation does Philo dfend the lack of receipts or any email communication regarding a second sign-up and continuing subscription. It is because of the lack of emails or receipts that I unknowingly remained subscribed to a service I was not using. Had I received emails telling me that I was subscribed and charged monthly (as every single other streaming service provides), I certainly would have reached out sooner. Their business practices are shady and unacceptable.
  
  Sincerely,
  
  *************************

  Business response

  06/15/2022

  We would like to share that we have reached out to our customer and explained how the account under the mobile number did not have an email associated with the account when it was created. We we were able to work with our customer directly to resolve the issue.
  
  Let us know if there's anything else we can help with. 
  
  Sincerely,
  AR

  Customer response

  06/17/2022

  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

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company charged me ***** after I canceled and stated that the email connected with card was not my gmail. However, they refused to tell me the email yet refused to refund me.

  Business response

  05/26/2022

  Good morning,
  
  
  In response to our customer's complaint, weve researched our systems and it appears the customer has had more than one account with us. We found an account under the email address provided with this complaint, but it was cancelled back in April of last year. We also found a trial account that was created under the mobile number on April 22nd of this year, however, no payment information was updated and the trial has expired. In addition, we found a third account associated with the customers device under a different email, however, that account was also a trial with no payment information associated with it and has expired.
  
  We have attempted to reach the customer by phone in an attempt to gather additional information, but had to leave a voicemail and have not heard back from them. The screenshot provided by the customer, does not provide enough information to locate that account. Also, our support agent was correct that we have a no refund policy and for the protect of our customers, we cannot provide account details without proper validation. 
  
  
  We appreciate the opportunity to provide some additional insight and if you need anything else or further clarification, please let us know.

  Sincerely,

  AR

  Customer response

  05/26/2022

   
  Complaint: 17235044
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  05/31/2022

  We appreciate the customer providing a screenshot of a cancelled Philo account from back in March, however, as mentioned in our initial response we did try to reach the customer by phone. With regards to the screenshot, it does not provide account details and we'd need that information to research further seeing that the customer had more than one account. 

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Philo charged my account for $44 for an account I was unaware even existed. The SAME day I wrote the chat and asked one for whatever services I had to be discontinued and two, that my money be refunded to me. I had absolutely NO knowledge that this account even EXISTED. Second it was a cashapp card that was used not the cashapp card I have currently so Im not even aware of how they were able to take the money from my account in the first place! I dont give a **** about a no refund policy if I didnt order the service or use the service why the h*** wouldnt they give me my money back? Philo does dirty business. Its not a surprise that they have all of these complaints on bbb.

  Business response

  05/11/2022

  We'd like to share that on the same day as this complaint was filed, our customer support agent had issued a one-time courtesy refund when our customer chatted in. However, it looks like during the chat interaction, the chat inadvertently disconnected but our support agent did send a follow up email letting the customer know we did process a refund on their account. 
  
  We also reached out to ********* by phone and he was please with the outcome.

  If there's anything else needed, just let us know. 
  
  Thanks,
  AR

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I canceled my subscription a few months ago. While checking my checking account balance today I seen pending transaction for $25. Not only are they still with drawling $25 a month they just took it out on 4/22/2022 and had another transaction pending already. I have not had access for viewing since I canceled however they are claiming I never canceled and would only refund one month. I asked that they refund a minimum of 3 months given I do not know the exact date I canceled (sure it was December or January) and they refused.

  Business response

  04/29/2022

  Good afternoon,
  
  
  We are responding to our customers complaint and their request for additional refunds. Wed like to respond and provide as much insight as possible.
  
  After a thorough review, we were able to locate the account under the mobile number provided and can confirm that we show no record of cancellation prior to the customer reaching out to our support team on 4/28/2022. During this interaction with our support agent and one of our support leads, we let the customer know that we have a no refund policy. If they would have reached out sooner, we could have confirmed the account was cancelled or cancelled the account for them. Our support team is available 24 hours a day, 7 days a week. Wed also like to mention that we sent an email notification to the customer each time a payment was processed when it was time for their subscription to be renewed.
  
  Although we have a no refund policy, as a one-time courtesy, we did process a refund in the amount of $25.00 for the most recent charge and made sure the account was cancelled to prevent any further charges. We show no other charges pending with the information the customer has provided. If the customer has any other charges outside of this inquiry, we asked that they reach out to our support team so we can assist them.
  
  If you need any additional information, please feel free to let us know. 
  
  Sincerely,
  AR 
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or around 12/5/2021, a account was created and given 7 days free. Within the 7 days, and thereafter I have continued to be charged *****. I was told today (4/13/2022) that it was finally cancelled but would not get a refund. I am requesting my money be returned.

  Business response

  04/18/2022

  Good afternoon,
  
  
  We are responding to the customer complaint and refund request from *************************. We have thoroughly reviewed the charges in question and wed like to provide some insight into what happened.
  
  
  The customer is correct that they started a trial on 12/05/2021 under their email address and on 12/12/2021, because there was no cancellation on file for this account, our system automatically transitioned to a paid subscription. 
  
  
  We would like to mention that after further research, we found no record that the customer reached out to our support team prior to 4/13/2022 regarding the charges and or cancellation of this account.
  
  In addition to the above, we found the account under the email address provided to have active viewing sessions into the month of January 2022, which was after the 7 day free trial had exhausted and transitioned to a paid account. 
  
  
  Lastly, our support agent was correct that we have a no refund policy, however, we did issue a one-time courtesy refund in good faith. We hope this information helps and if anything else is needed, please let us know. 

  Customer response

  04/19/2022

   
  Complaint: 17024423
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  the refund policy is both confusing and outdated. The company purposely 

  does this in hopes that a subscriber living a busy life will simply 

  overlook this and fidget to cancel. In regards to a good business practice,

  a simple reminder could be sent to the consumer at the end of the free subscription.

  Business response

  04/22/2022

  Good afternoon,

  We appreciate the follow up response from ************************* and understand the customer is not pleased with the outcome and we would like to respond.
  
  With regards to our refund policy being confusing and outdated, it is truly not in our interest or best practice to purposely charge a customer with hopes that they overlook their free 7 day trial and transition to a paid subscription. As mentioned in our first response, the customer continued to use the service after the trial expired. We are transparent and clearly state during the sign-up process that if the free trial is not cancelled it will automatically upgrade to a paid subscription and the customer must acknowledge this before the trial begins. This is also in our Terms of Service.
  
  Lastly, we did send an email notification to ********************* each time a payment was processed for the subscription and although we have a no refund policy, as a one-time courtesy, we did issue a refund in good faith when the customer reached out to us on 4/13/2022.
  
  If there is any additional information we can provide, please let us know. 
  
  Sincerely,
  
  AR 
  
  

  Customer response

  04/26/2022

   
  Complaint: 17024423
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  i am not pleased nor will I be pleased. I do not 

  appreciate the implication that this somehow it is

  my error. 

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took out $27 from my account I want my money back its cancelled and they can see I never really watched they wasn't suppose to take anything out my account I want my money back the app is terrible I just want a refund cancelled

  Business response

  04/11/2022

  Good afternoon,

  We are responding to the dispute and refund request from our customer *************************. 

  After a thorough review of our system, we did find that the customer had a charge processed on 3/31 for $26.88 for a subscription under the email address provided. Prior to the charge, we found no record that the customer reached out to our support team with a request to cancel. It appears that only after the charge was processed, the account was cancelled by the customer. We also found during our research that the customer may have inadvertently created a second account. It looks like both accounts were created using the same email credentials but different email domains. We can confirm that both of these accounts are cancelled and will remain inactive, unless the customer wishes to reactivate their service. 
  
  Although we have a no refund policy, we have issued a one-time courtesy refund and have attempted to reach out to the customer by phone but had to leave a voicemail. We hope this information helps and if anything else is needed, please let us know. 
  
  Sincerely,

  AR

*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. ↩