Kayo Sports

After having no knowledge that I had a running subscription. I reached out to kayo through email to resolve the issue. I felt employees made it specifically harder to cancel my subscription. As it took many months and a long email chain with poor communication from multiple people. Employees said we couldn’t cancel our subscription because of an email issue and when we resolved it, they said it still couldn’t be canceled in a very confusing and poorly written email. This is unacceptable and poor behaviour. Eventually through more assertive emails we were able to cancel the subscription. We only got refunded for one month and employees called this a ‘goodwill gesture’ even though we specifically requested at least two months as we had no idea the account was even active and we were trying to cancel for longer than 2 months. This is a very large company and refunding a family for 2 months would have cost nothing. This has been a very disappointing experience to say the least. And the last thing to say is, every program run under Hubble is horrible, the prices are high and the app quality is very low. Constant glitching and many bugs. I have also had a binge subscription and it was equally as bad, plus they never email you so I didn’t even know I had a subscription running. Not to mention constant ads (which all seem to be political…)

The app keeps freezing and then jumping back 10 seconds every 5 minutes or so. I first noticed this a couple of months ago and I assumed it would get fixed pretty quickly. It has now gone on for too long and is simply annoying. This all is happening whilst you raise the price of your subscription service…. It doesn’t matter what device I am using or the sport I am watching the app just keeps freezing and rewinding. This should be your number one priority to fix. You charge everyone high rates to watch live sport but by the end of a game of footy I am 5 minutes behind the live timer because of how many rewinds they app has done. Also if you are on an iPhone and jump out of the app but then jump back into the app the app will freeze and then crash. This means you need to reload the app and find the sport you were just watching even though you jumped out of the app for 2 seconds to reply to a text. Your app has a lot of bugs and you need to fix it. Cheers ***Update *** since making this review this issue has been fixed.

DO NOT SIGN UP THROUGH APPLE!!!! You will subscribe through the App and start an Apple subscription and Kayo will then sign you up again (under the guise of checking ID) and you will end up getting charged twice and they will say it was a forgotten subscription and not refund you. I’m out of pocket $300 as of 6months a go. Kayo this is not a forgotten subscription this is a double charge in Error!! You should be ashamed! Department of Fair Trading is now being sought after 6 months of me trying to resolve this with you. Apple should not offer an app which is blatantly ripping off Apple customers. I understand your position on why you cannot refund me directly because you have already passed on the money to Kayo, but more should be done to stop other Apple customers getting out of pocket! When the developer review says to get in touch vi email... I have tried about three or four seperate occasions to contact support and after about a dozen emails I still get no where. How about your support team contacts me for a change, as I have tried via email to resolve a number of times and there is no phone number to talk to someone and explain the situation. I have just had my ticket closed on me without a response, after sending yet another email, I am a fool for thinking the dev review asked me to get back in touch would go anyway. Worst customer service ever!