Complain About MLB.TV - learn how to file a complaint

Best ways to complain to MLB.TV

Immediate to 30 minutes on the phone, but honestly, it always feels longer when you're missing the first pitch.

• Call on a weekday afternoon. Avoid calling right before a big game starts.
• Have your account email address and the specific game (date and teams) you're complaining about ready.
• State your problem and what you want clearly in the first 30 seconds. Don't let them give you the runaround.

If MLB.TV support is giving you the silent treatment or refusing to help, don't just give up. Your first move should be to file a formal complaint with the Better Business Bureau (BBB). It's not a government agency, but companies like MLB.TV don't like having unresolved complaints on their public profile, so they often respond. The BBB process works, but prepare to wait. MLB.TV usually responds after a reminder or two.

For billing issues, if you paid by credit card and the company won't issue a refund for a service not rendered, your final option is a chargeback. Contact your credit card company and explain the situation. Just know that MLB.TV might close your account if you do this.

Subject: Urgent: Unresolved Blackout Issue on Account [[Your Email Address]]

Hi there,

This is my second time contacting you about the same problem, and my patience is running thin.

Despite being a paying subscriber, I was blacked out from watching the [[Team Name]] vs. [[Opponent Name]] game on [[Date of Incident]]. My account is registered at my home in [[Your City/State]], which is not in the designated blackout zone for this team. Frankly, having to fight with your system just to watch a game I pay for has been incredibly frustrating.

To resolve this, I need a partial refund for this month's subscription fee to compensate for the service not being delivered as advertised. I also require confirmation in writing that you have investigated my account's location settings to prevent this from happening again.

Please be aware that if I don't receive a satisfactory response within 48 hours, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a supervisor immediately. If the first-level support person is just reading from a script about blackout policies, politely ask to speak with a supervisor. They sometimes have the power to offer a credit or actually fix something.
• Use the phrase 'service not rendered'. When complaining about blackouts or technical failures, use this specific phrase. It's a business term that can trigger a different response than just saying 'it didn't work'.
• Reference their own policies. A user on Reddit mentioned they got a refund by quoting the specific part of the MLB.TV terms of service that didn't apply to them and proving it with a screenshot of their IP address location. It's more work, but it can be effective.

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