Complain About HBO Max - File a Complaint Today

They really don't want you to call them, but here are the best ways to get in touch.

Immediate to 30 minutes, but honestly, it often feels longer.

• Have Your Info Ready: Don't start the call or chat without your account email, billing info, and any case numbers.
• Call During Off-Peak Hours: Try calling early in the morning (e.g., 8 AM ET) on a weekday to avoid the lunch and evening rush.
• Be Clear and Concise: Start with exactly what the problem is and what you want. "I was overcharged $5.99 on my last bill and I need a refund."

If customer service is giving you the runaround, it's time to escalate. Your best bet for a streaming service like Max is the Better Business Bureau (BBB). Go to the BBB website and file a complaint against "Warner Bros. Discovery, Inc.", their parent company. You'll need to describe your issue and what you've done to resolve it. The BBB then forwards your complaint to a corporate contact. The BBB process isn't fast, but it gets their attention because it affects their public rating. Max is required to respond, and many users report getting resolutions this way after being ignored by regular support. Just know you have to try their internal support first before the BBB will accept the case.

Subject: Formal Complaint Regarding Billing Error on Account [[Your Email Address]]

To Whom It May Concern,

I am writing again to resolve an incorrect charge on my account. Despite contacting support on [[Date of first contact]], the issue remains unresolved and, frankly, my patience is wearing thin.

On [[Date of charge]], my account was charged [[$Amount]] for my monthly subscription. However, this amount is incorrect because [[Explain the reason, e.g., I was on a promotional rate, I was double-charged, etc.]]. Having to spend my time chasing this down is incredibly frustrating.

To resolve this, I require a refund of the overcharged amount of [[$Amount]] to my original payment method. I also need confirmation in writing that my billing has been corrected for all future payments.

Please be aware that if I do not receive a satisfactory response within 72 hours, my next step will be to file a formal complaint with the Better Business Bureau and dispute the charge with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]] Account Email: [[Your Email Address]]

• Ask for a Supervisor Immediately: If the first-level support agent is reading from a script or isn't helping, politely but firmly say, "I'd like to speak to a supervisor or a manager, please."
• Get a Reference Number: At the start of any call or chat, ask for a case or reference number. It makes it much harder for them to lose track of your issue.
• Go Public on Social Media: A single tweet to @MaxHelp detailing your issue (e.g., "Case #12345 - still waiting for a refund after 2 weeks!") can work wonders. Weirdly, it seems to get a faster response than their official channels.
• Reference Their Own Policies: If you know you're in the right based on their terms of service, mention it. "Your own policy states X, but you did Y."

Tired of the Max app buffering at the worst possible moment and then getting a generic 'try restarting your device' email from support? Sound familiar? It's exhausting trying to get a real person to solve a real problem. Pine AI handles the entire complaint process for you. We draft the emails, handle the follow-ups, and manage the persistent back-and-forth. No more waiting on hold or refreshing your inbox for a reply that never comes. It just gets handled. No joke.