Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my brother registered for studypool, and last week friday(27/12/2024) we paid the subscription fees, and we both viewed each other's documents. But from both of our side it is not showing anything(that someone had viewed the documents), so i decided to contact the customer service center they told me they had to first investigate if i am involved in any scam, they told me to wait for 48 hours since last week but it has been one week now. I contacted them again yesterday they told me to wait again for 72 hours which is too much because they told me ********************************* a feedback if i did anything wrong they are just adding more hours, my brother told me that they have even stopped responding to him. My brother's studypool username is chitongechola6. They say once someone views your documents on studypool it should show instant that someone has viewed your documents, but mine has taken more than ********************************************************************************************** this case.These are the unlocks i made on my brother's documents and it is not showing from his side:****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** ****************************************************** I guarantee that i get feedback from the service provider.

  Business Response

  Date: 01/07/2025

  Hi there, thank you for contacting us.

  As stated by our management team, we do not payout commission that is associated with fraudulent activities, or any related activities that our internal system deems as dishonest, or if any of our terms are breached. Our team monitors and reviews all unlocks, any attempt to manipulate, take advantage of, or game the system is considered fraud and will be caught. All related accounts will be banned. Also, only unlocks from paid subscriptions will count toward earnings. Unlocks from "free unlocks" will not count.

  Our terms prohibit users from creating multiple accounts in order to create fake sales, or to engage in dishonest activity. Please visit our Terms of Service to learn more: ******************************************

  Best regards,

   

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having a recurring charge of $21.95 every month since 12/28/2023, I have tried canceling my account, stopping the subscription, contacting the company, contacting my credit card company, anything to stop this charge for months after realizing it was happening. I dont know how to cancel this and I want it stopped. Nothing I have done has stopped this charge, I want my money back and I want this charge stopped. I have unknowingly paid $279.45 for an account that has been canceled with no subscription active on it.

  Business Response

  Date: 01/07/2025

  Thank you for reaching out to us.

  We have processed a refund for your subscription expenses starting from February 4, 2024. However, please note that earlier subscriptions were partially utilized (at least one unlock was used), so we are unable to issue a refund for those charges.

  The refunded amount should be credited to your original payment method within 3-5 business days.

  We appreciate your understanding and patience. If you have any further questions, feel free to let us know.

  Best regards

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Studypools membership service on Sep 11 2024 and canceled my membership after the 3-month period, following their stated policy. Despite canceling, I was charged $29.85 on Dec 11 2024 When I attempted to contact Studypools customer service to request a refund, I discovered that their website lacks clear or accessible contact information for customer support. I could not find a customer service phone number, email, or support form. My attempts to navigate their *********** and FAQs have been unhelpful, and I have not received any assistance or acknowledgment regarding my refund request.This lack of accessible customer support and failure to honor their cancellation and refund policies is concerning. I feel misled by their service, and the inability to contact them has left me frustrated and without ************* email for the service is **************************

  Business Response

  Date: 01/07/2025

  Hi there, thank you for contacting us,

  We have successfully refunded your subscription to your original payment method.

  For future reference: to cancel a subscription, please follow these steps:
  - Go to Settings.
  - Click on the Billing tab.
  - Select the option to cancel your subscription and remove any saved payment method to prevent future charges.
  

  Best regards,

• Initial Complaint

  Date:12/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was just charged $65 and have not used this service in 3years. There is no contact info for this company and I want my money back and if it's still recurring charge, I want it canceled.

  Business Response

  Date: 01/07/2025

  Hi there, thank you for contacting us.

  Could you please provide the email address associated with the subscription expense? The email address you mentioned **************************** does not appear in our database or show any associated charges.

  Thank you for your assistance, and feel free to reach out if you have any questions.

  Best regards,

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using this service for a long time, almost about 7+ years. I have never been treated this worse before. STAY AWAY if you can! They are huge scammers. I paid $125 for a question that wasnt delivered on time and it was completely inaccurate according to the guidelines of StudyPool. I contacted StudyPool numerous times in their live chat and they are purposely ignoring me. The fact that they are supposed to get back to you within a few minutes (says it on the live chat) and its been 24 hours without a response shows how shady these people that run Studypool really are. I submitted all of the evidence which shows the tutor failing to deliver on time resulting in me failing the task I was set out to do and paid this much for. I asked for a refund but I am being ignored by StudyPool. The tutor is scamming me and getting away with $125 + the fees (Around $150) OF MY HARD EARNED MONEY since he purposely rejected my refund after all evidence that was provided. Being treated like this after using StudyPool for so many years feels disheartening. I will fight to the fullest extent to make sure I receive my hard earned money back! If a refund isnt provided, I will t continue making sure students that use StudyPool services see this and wake up before they get RIPPED OFF FOR THEIR MONEY. I will provide an update soon.

  Business Response

  Date: 01/07/2025

  Hi there,

  Were sorry to hear about your experience and truly appreciate your tenure with Studypool.

  Could you please provide the email address associated with the question? The email you mentioned ******************** does not appear to be linked to a refunded question. Additionally, kindly share the Question ID or URL so we can thoroughly review the interactions.

  Thank you, and we look forward to assisting you further.

  Best regards,

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting charged $21.95 per month to card ending in 5840. It is possible that my daughter signed up back when she was in school, but we have not used this (if at all) for several years. I have tried very hard to find a way to cancel my subscription, but each is a dead end. No email address, no phone number, nothing has gotten me to the proper party at Studypool. This is unacceptable. I need this cancelled and last two years refunded to my card.

  Business Response

  Date: 12/10/2024

  Hi,

  Thank you for reaching out to us.

  Weve processed the refund, and the amount has been returned to the original payment method.

  Please let us know if theres anything else we can assist you with.

  Best,

  Studypool Team

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my studypool subscription in 2022. They continued to charge me for the next 2 years. I cancelled my credit card and somehow they found a new way to get my new credit card. I have cancelled again.

  Business Response

  Date: 12/10/2024

  Hi,

  Thank you for reaching out to us.

  Weve processed the refund, and the amount has been returned to the original payment method.

  Please let us know if theres anything else we can assist you with.

  Best,

  Studypool Support

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an account not realizing that it would charge my credit card right away. It was my understanding that there was a 14 day money back guarantee. I tried to cancel it immediately. I was told I had to wait 3 days. At that point, I cancelled my subscription. I thought I would get a refund, since it was within the 2 week period, but I didn't. I reached out to them today and they said that there are no refunds for subscriptions. I was charged $65.30 for a service I don't want. Can you please help recover my $65.30 charge? This business is very misleading in the way it operates.

  Business Response

  Date: 11/17/2024

  Hi there,
  

  Wed like to bring to your attention that, following the cancellation, the service was used again on October 29th. Additionally, could you kindly clarify where the "14-day money-back guarantee" message was referenced? This specific policy is not advertised on our website.
  

  Thank you for your assistance.
  Best regards,
  

  Customer Answer

  Date: 12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not used this service and request a full refund.

  Business Response

  Date: 11/17/2024

  Hi there,

  Please note that we have processed the refund. 

  Thank you.

  Studypool

  Customer Answer

  Date: 11/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter signed up for Studypool back in May. She needs to cancel the subscription, but can not get back into her account. We tried resetting her password, using multiple emails. I tried calling the credit card company asking for them to stop the payment, but they said they couldn't. I continue to get billed every month for $21.95 and I have no way to cancel it.

  Business Response

  Date: 11/17/2024

  Hi there,

  Thank you for reaching out.

  Can you please provide the last 4 digits + the name on the card that's being charged? We cannot find an account associated with your emails address, in this case, we need that the card information in order to trace the account.

  Thank you

  Studypool Team

  Customer Answer

  Date: 12/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******