{"id":"hbo-max","page":"https://escalate.alexgaoth.com/#/c/hbo-max","html":"https://escalate.alexgaoth.com/c/hbo-max/","generated":"2026-10-15","company":{"id":"hbo-max","name":"HBO Max","aliases":["hbomax","hbo","max streaming","warnermedia direct"],"sector":"subscription","parent":"Warner Bros. Discovery (combining with Paramount Skydance as Skydance)","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription","official_domains":["hbomax.com"],"security":{"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are \"coming together as Skydance\", gives no closing date, and says there are no immediate changes to subscriptions, pricing, app, content or access. skydance.com lists HBO Max among its brands.","channels":[{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"},{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel HBO Max billed through Apple","value":"https://support.apple.com/HT202039","purposes":["cancel_service"],"notes":"On iPhone or iPad, Settings, your name, Subscriptions, HBO Max, Cancel Subscription.","source":"https://help.hbomax.com/us/Answer/Detail/000002532","last_verified":"2026-10-12"},{"id":"apple-refund","type":"web_form","label":"Apple refund request (HBO Max billed through Apple)","value":"https://support.apple.com/HT204084","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policies (HBO Max billed through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","channel":"feedback"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"cancel_service","summary":"Find who bills you, then cancel at least 24 hours before the next billing date; streaming continues to the end of the billing period.","evidence":["cancellation confirmation email","expiration date shown","billing provider name"],"steps":[{"do":"Open hbomax.com/subscription (or Profile, Subscription in the app). The billing provider shows at the top.","channel":"manage-subscription"},{"do":"If WarnerMedia bills you, choose Cancel Your Subscription and confirm. Save the confirmation email.","channel":"manage-subscription"},{"do":"If Apple, Google Play, Amazon, Roku, Samsung, a cable or mobile provider, or the Disney+, Hulu, HBO Max Bundle bills you, cancel with that provider.","channel":"apple-cancel"},{"do":"If charged after cancelling, contact HBO Max through the Help Center, then dispute the charge with the card issuer.","channel":"help-center"}],"facts":[{"kind":"deadline","claim":"\"Cancel your subscription at least 24 hours before your next billing date to avoid further charges.\"","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"You can continue streaming until your subscription expires at the end of your billing period.\" Deleting the HBO Max app does not cancel the subscription.","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}]},{"issue":"refund_request","summary":"HBO Max does not refund plans it bills; app store and partner refunds follow the partner's policy.","evidence":["receipt","billing provider name"],"steps":[{"do":"Find your billing provider on the Subscription page.","channel":"manage-subscription"},{"do":"If Apple bills you, request the refund from Apple.","channel":"apple-refund"},{"do":"If Google Play bills you, use Google Play's refund process.","channel":"google-play-refund"},{"do":"If HBO Max bills you and the charge is wrong, contact HBO Max through the Help Center.","channel":"help-center"}],"facts":[{"kind":"policy","claim":"\"There is a no refund policy for subscriptions billed through HBO Max.\" Refund policies of other billing providers vary.","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"kind":"compensation","claim":"When you cancel the Extra Member Add-On, \"you'll get a prorated refund for the remaining days on your add-on.\"","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}]},{"issue":"unauthorized_charge","summary":"Check who charged you and whether a second account exists, then contact HBO Max or the app store.","evidence":["bank statement line","charge date and amount","account email","billing ZIP code"],"steps":[{"do":"Check the bank statement to see who charged you. If Apple or Google charged you, contact them."},{"do":"Check for a second HBO Max account; each account is billed separately."},{"do":"If WarnerMedia Direct charged you and none of the listed reasons apply, contact HBO Max with the date, amount, account email and billing ZIP code.","channel":"help-center"}],"facts":[{"kind":"process","claim":"New subscribers can see a temporary authorization hold that should clear within 7-10 days.","issues":["unauthorized_charge","billing_error"],"source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}]},{"issue":"bill_increase","summary":"A higher charge often means a promotional rate ended; HBO Max says it announces future price changes in advance.","evidence":["last bill before the increase","promotion terms"],"steps":[{"do":"Check whether a promotional or discounted period ended, or whether the plan or billing period changed."},{"do":"To pay less, change to a lower-priced plan; the change happens on the next billing date.","channel":"manage-subscription"}],"facts":[{"kind":"policy","claim":"HBO Max says \"We'll let you know about any future price changes in advance.\"","issues":["bill_increase"],"source":"https://help.hbomax.com/Answer/Detail/000002825","last_verified":"2026-10-12"}]}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."]},"playbooks":{"cancel_service":{"company":{"id":"hbo-max","name":"HBO Max","sector":"subscription","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Find who bills you, then cancel at least 24 hours before the next billing date; streaming continues to the end of the billing period.","evidence":["cancellation confirmation email","expiration date shown","billing provider name"],"steps":[{"do":"Open hbomax.com/subscription (or Profile, Subscription in the app). The billing provider shows at the top.","channel":{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}},{"do":"If WarnerMedia bills you, choose Cancel Your Subscription and confirm. Save the confirmation email.","channel":{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}},{"do":"If Apple, Google Play, Amazon, Roku, Samsung, a cable or mobile provider, or the Disney+, Hulu, HBO Max Bundle bills you, cancel with that provider.","channel":{"id":"apple-cancel","type":"web_form","label":"Cancel HBO Max billed through Apple","value":"https://support.apple.com/HT202039","purposes":["cancel_service"],"notes":"On iPhone or iPad, Settings, your name, Subscriptions, HBO Max, Cancel Subscription.","source":"https://help.hbomax.com/us/Answer/Detail/000002532","last_verified":"2026-10-12"}},{"do":"If charged after cancelling, contact HBO Max through the Help Center, then dispute the charge with the card issuer.","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}}],"channels":[{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"id":"apple-cancel","type":"web_form","label":"Cancel HBO Max billed through Apple","value":"https://support.apple.com/HT202039","purposes":["cancel_service"],"notes":"On iPhone or iPad, Settings, your name, Subscriptions, HBO Max, Cancel Subscription.","source":"https://help.hbomax.com/us/Answer/Detail/000002532","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"\"Cancel your subscription at least 24 hours before your next billing date to avoid further charges.\"","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"You can continue streaming until your subscription expires at the end of your billing period.\" Deleting the HBO Max app does not cancel the subscription.","issues":["cancel_service"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."],"security":{"official_domains":["hbomax.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":12,"reference":1},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are \"coming together as Skydance\", gives no closing date, and says there are no immediate changes to subscriptions, pricing, app, content or access. skydance.com lists HBO Max among its brands.","warnings":[]},"refund_request":{"company":{"id":"hbo-max","name":"HBO Max","sector":"subscription","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"HBO Max does not refund plans it bills; app store and partner refunds follow the partner's policy.","evidence":["receipt","billing provider name"],"steps":[{"do":"Find your billing provider on the Subscription page.","channel":{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}},{"do":"If Apple bills you, request the refund from Apple.","channel":{"id":"apple-refund","type":"web_form","label":"Apple refund request (HBO Max billed through Apple)","value":"https://support.apple.com/HT204084","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"}},{"do":"If Google Play bills you, use Google Play's refund process.","channel":{"id":"google-play-refund","type":"web_form","label":"Google Play refund policies (HBO Max billed through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"}},{"do":"If HBO Max bills you and the charge is wrong, contact HBO Max through the Help Center.","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}}],"channels":[{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"},{"id":"apple-refund","type":"web_form","label":"Apple refund request (HBO Max billed through Apple)","value":"https://support.apple.com/HT204084","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"id":"google-play-refund","type":"web_form","label":"Google Play refund policies (HBO Max billed through Google Play)","value":"https://support.google.com/googleplay/answer/2479637","purposes":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"\"There is a no refund policy for subscriptions billed through HBO Max.\" Refund policies of other billing providers vary.","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002522","last_verified":"2026-10-12"},{"kind":"compensation","claim":"When you cancel the Extra Member Add-On, \"you'll get a prorated refund for the remaining days on your add-on.\"","issues":["refund_request"],"source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."],"security":{"official_domains":["hbomax.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":12,"reference":1},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are \"coming together as Skydance\", gives no closing date, and says there are no immediate changes to subscriptions, pricing, app, content or access. skydance.com lists HBO Max among its brands.","warnings":[]},"unauthorized_charge":{"company":{"id":"hbo-max","name":"HBO Max","sector":"subscription","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Check who charged you and whether a second account exists, then contact HBO Max or the app store.","evidence":["bank statement line","charge date and amount","account email","billing ZIP code"],"steps":[{"do":"Check the bank statement to see who charged you. If Apple or Google charged you, contact them."},{"do":"Check for a second HBO Max account; each account is billed separately."},{"do":"If WarnerMedia Direct charged you and none of the listed reasons apply, contact HBO Max with the date, amount, account email and billing ZIP code.","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}}],"channels":[{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"New subscribers can see a temporary authorization hold that should clear within 7-10 days.","issues":["unauthorized_charge","billing_error"],"source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. 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FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."],"security":{"official_domains":["hbomax.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":12,"reference":1},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. Discovery and Paramount Skydance are \"coming together as Skydance\", gives no closing date, and says there are no immediate changes to subscriptions, pricing, app, content or access. skydance.com lists HBO Max among its brands.","warnings":[]},"bill_increase":{"company":{"id":"hbo-max","name":"HBO Max","sector":"subscription","website":"https://www.hbomax.com","account_url":"https://hbomax.com/subscription"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"A higher charge often means a promotional rate ended; HBO Max says it announces future price changes in advance.","evidence":["last bill before the increase","promotion terms"],"steps":[{"do":"Check whether a promotional or discounted period ended, or whether the plan or billing period changed."},{"do":"To pay less, change to a lower-priced plan; the change happens on the next billing date.","channel":{"id":"manage-subscription","type":"portal","label":"HBO Max Subscription page (cancel a WarnerMedia-billed plan)","value":"https://hbomax.com/subscription","purposes":["cancel_service","billing_error"],"access":"login","notes":"Choose Cancel Your Subscription, confirm and note the expiration date. Only adult profiles can manage subscriptions. The top of the page shows who bills you.","source":"https://help.hbomax.com/us/Answer/Detail/000002528","last_verified":"2026-10-12"}}],"channels":[],"facts":[{"kind":"policy","claim":"HBO Max says \"We'll let you know about any future price changes in advance.\"","issues":["bill_increase"],"source":"https://help.hbomax.com/Answer/Detail/000002825","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"portal","label":"HBO Max Help Center (Contact us link in the footer)","value":"https://help.hbomax.com/us","purposes":["billing_error","unauthorized_charge","refund_request"],"notes":"For an unexpected WarnerMedia Direct charge, have the account email, billing ZIP code and the charge date and amount ready.","source":"https://help.hbomax.com/us/Answer/Detail/000002524","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"feedback","type":"web_form","label":"HBO Max Give Feedback form","value":"https://help.hbomax.com/us/Feedback/index","purposes":["poor_service"],"source":"https://help.hbomax.com/us","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Subscription page needs sign-in with an adult profile.","The help center lists no phone number or email; Contact us is a footer link that opens contact options.","Partner-billed subscriptions (Apple, Google Play, Amazon, Roku, Samsung, cable and mobile providers, Disney+ bundle) must be cancelled and refunded through the partner."],"security":{"official_domains":["hbomax.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"BBB Scam Tracker's 2025 Risk Report lists Warner Brothers Discovery (WBD Global Streaming) as the No. 4 most impersonated organization or brand in 2025, with 681 reports.","source":"https://bbbmarketplacetrust.org/wp-content/uploads/2026/08/Risk-Report-2025-US.pdf","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.923,"sources":{"primary":12,"reference":1},"verified_from":{"page":13},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 13 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"The service is billed as WarnerMedia Direct, LLC (site footer, 2026). The brand is HBO Max in 2026. The HBO Max help center says Warner Bros. 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