It's not just you. SonyLiv's Trustpilot score is a dismal 1.2 stars from over 2,000 reviews, with a staggering 94% of them being 1-star. It's a mess of complaints about auto-renewals, terrible streaming quality on paid plans, and support tickets that disappear into thin air. People are fed up with being charged for a service that barely works and then getting ignored when they ask for help. If you've hit your breaking point trying to get a straight answer or a refund, you're in the right place. This is your guide to fighting back.
How to Complain About SonyLiv
Best ways to complain to SonyLiv
Getting in touch with a human at SonyLiv can feel like a mission. They make it difficult, but here are the official channels that have the best (though still slim) chance of success.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| customersupport@setindia.com | Best for creating a paper trail. Use this to document your complaint, dates, and reference numbers. It's slow, but it's proof. | |
| Live Chat | Available via their Help Center on the website. | For urgent technical issues. Be prepared for a bot first, and you might have to specifically ask for a human agent multiple times. |
| Social Media (X) | Tag their official handle: @SonyLIV | Use this for public complaints. Companies often respond faster when their brand image is on the line. Keep it polite but firm. |
Estimated Response Times from SonyLiv After Complaining
Good luck getting a quick reply. It's a total waiting game.
| Method | Expected Wait Time |
|---|---|
| 24 - 72 hours (or never) | |
| Chat | 15 - 45 minutes (if you get past the bot) |
| App | N/A |
| Phone | N/A |
Tips to Get a Quicker Response from a Complaint
🔍 Tips to Get a Quicker Response from a Complaint
- Contact them early: Try using the live chat or sending an email early in the morning US time, before their support queues get slammed.
- Use their official form: The contact form on their help site is your most direct path. It creates a ticket they are supposed to track.
- Have your info ready: Don't give them an excuse to delay. Have your account email, subscription details, and any relevant transaction IDs ready to go.
How to Escalate Your Complaint
If SonyLiv is ignoring you, it's time to go over their head. Your best bet in the US is to file a formal complaint with the Better Business Bureau (BBB). Sony Pictures Entertainment, their parent company, is listed on the BBB. When you file a complaint, the BBB forwards it to the company, and they are expected to respond. It's not instant, but it creates public pressure they can't easily ignore. Just be aware, the BBB process works, but prepare to wait. SonyLiv might need a couple of reminders before they actually respond to the BBB inquiry.
Email Template to Complain to SonyLiv
Subject: Formal Complaint Regarding Unresolved Issue on Account [[Your Email Address]]
To Whom It May Concern,
I am writing again to resolve an issue with my SonyLiv account. Despite contacting support on [[Date of first contact]], my problem remains completely unsolved, and frankly, my patience is gone.
On [[Date of incident]], [[Describe the problem clearly, e.g., I was charged $XX.XX for a subscription I had already cancelled, or The streaming service has been unusable due to constant buffering on multiple devices]]. Having to chase this down and waste my time trying to get a basic resolution has been incredibly frustrating.
To resolve this, I require you to [[State your demand clearly, e.g., issue a full refund of $XX.XX to my original payment method, or permanently fix the technical issue tied to my account]].
Please be aware that if I do not receive a satisfactory response and confirmation of resolution within 48 hours, my next step will be to file a formal complaint with the Better Business Bureau and initiate a chargeback with my credit card company for services not rendered.
Thank you for your prompt attention to this matter.
[[Your Name]] Account Email: [[Your Email Address]]
Additional Helpful Tips to get Your Complaint Resolved
Pro Tips for Making Your Complaint Heard
- Use keywords in your subject line. Don't just write "Help." Use specific terms like "Billing Dispute," "Unauthorized Charge," or "Cancellation Failure" to get your ticket routed correctly.
- Screenshot everything. Seriously. Screenshot the error message, the chat conversation before it disconnects, the cancellation confirmation page. You'll need this as proof when they inevitably claim they have no record of it.
- Go public on X (formerly Twitter). A user on Reddit mentioned they got a DM from support within an hour of posting publicly, after being ignored via email for over a week. Tag @SonyLIV and @SonyLIV_Cares.
Let Pine AI Help Raise the Complaint to SonyLiv
Tired of SonyLiv's support chat that just goes in circles? Or sending emails into a black hole, hoping for a reply that never seems to come? It's exhausting. Sound familiar? Pine AI takes over the entire complaint process for you. We handle the persistent follow-ups, navigate the corporate nonsense, and manage the back-and-forth so you don't have to. No more wasting your time or energy. Let us deal with them for you.
Frequently Asked Questions about SonyLiv Complaint Filing
What if SonyLiv doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving SonyLiv?
Is this the right phone number to contact SonyLiv?
What's the easiest way to cancel a subscription with SonyLiv?
Other ways that I can contact the SonyLiv?
Why does my SonyLiv subscription keep auto-renewing when I cancelled it?
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.
