A 1.4-star rating on Trustpilot. Seriously. If you're fed up with Max, you are definitely not alone. It's not just a few angry tweets, either. The Better Business Bureau has logged over 1,800 complaints against their parent company, Warner Bros. Discovery, in the last three years. The most popular complaints flagged are for billing problems and constant technical glitches with the app. It feels like ever since the switch from HBO Max, things have gone downhill. If you've hit your limit with poor customer service and are ready to fight back, you're in the right place. Official site: Visit Max
Best ways to complain to Max
Best ways to complain to Max
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Live Chat | Available via the Max Help Center. Usually 24/7, but expect queues. | Best for most issues. You get a transcript and can multitask while you wait. |
| Phone | 1-855-442-6629. Hours can vary, expect long hold times during peak hours. | Good for urgent or complex account issues where you need to speak to a human immediately. |
| Social Media | Tag @MaxHelp on X (formerly Twitter). | Use this for public complaints. Companies often respond faster when their reputation is on the line. |
⏱️ Estimated Response Times from Max After Complaining
Getting a response can feel like waiting for a new season of your favorite show to drop. A very, very long wait.
| Method | Expected Wait Time |
|---|---|
| Phone | Immediate to 45 minutes (hold time) |
| 24-72 hours | |
| Chat | 5-30 minutes (queue time) |
| App | N/A (redirects to other methods) |
🔍 Tips to Get a Quicker Response from a Complaint
- Call them the minute their phone lines open in the morning to avoid the afternoon rush.
- Use their live chat feature instead of calling. You'll have a written record of the conversation.
- Have your account number, email, and the last four digits of your credit card ready to go.
How to Escalate Your Complaint
If Max support is giving you the runaround, it's time to escalate. Your best bet in the US is to file a complaint with the Better Business Bureau (BBB). It's a formal process where the BBB acts as a mediator. You submit your complaint online, they forward it to a corporate contact at Max, and the company is pressured to respond.
Just know that you typically have to try resolving it with Max first before the BBB will step in. The BBB process works, but prepare to wait. Max usually responds, but it might take a nudge or two. It's not an instant fix, but it shows them you're serious.
Email Template to Complain to Max
Subject: Formal Complaint: Unresolved Billing Error on Account [[Account #]]
I am writing again after my chat session on [[Date]] failed to resolve a persistent billing issue.
My account was incorrectly charged [[$Amount]] on [[Date of Charge]], despite my subscription being set to a different tier or having been cancelled. My case or reference number from my last contact was [[Reference Number, if you have one]]. Frankly, the time I've wasted trying to fix your company's error is becoming incredibly frustrating.
To resolve this, I require an immediate and full refund of the [[$Amount]] charge to my original payment method. I also need written confirmation that the issue has been corrected and will not happen again.
Please be aware that if this is not corrected within the next 48 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]]
Additional Helpful Tips to get Your Complaint Resolved
- Ask for a supervisor immediately. If the first-level support agent is reading from a script, politely but firmly ask to speak with a manager or supervisor who has more authority.
- Mention social media. Casually saying, "I was just about to post about this on Twitter" can sometimes light a fire under them.
- Reference other complaints. A user on Reddit mentioned they got a refund after citing a specific app glitch that was widely reported. It shows you've done your homework and that your issue isn't isolated.
Let Pine AI Help Raise the Complaint to Max
Tired of the Max help center sending you in circles? Or getting that same scripted response from the chat bot that doesn't actually solve anything? Sound familiar? Pine AI handles the annoying parts for you. We navigate the phone trees and persistent pushback to get your complaint in front of someone who can actually fix it. No hold music, no canned email responses. A total lifesaver.
Frequently Asked Questions about Max Complaint Filing
What if Max doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Max?
Is this the right phone number to contact Max?
What's the easiest way to cancel a subscription with Max?
Other ways that I can contact the Max?
Why can't I find my favorite HBO show anymore?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
