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:04/21/2024

  Type:Product 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 complaint against Studypool is that I want them to refund the $79.3 annual subscription fee they automatically deducted from me on April 8th.1. Studypool is a platform that violates others' financial rights:I have never subscribed to any services from Studypool. It somehow obtained my email address and credit card number (excluding the security code) without my knowledge and automatically deducted the full year's subscription fee from me.2. Studypool is a platform that does not respect others' right to be informed:Firstly, it did not notify me in advance of its plan to deduct the subscription fee for a year, unlike other reputable platforms.Additionally, after deducting the annual subscription fee, it did not provide me with any payment receipt or email notification.3. Studypool is a platform that ignores others' refund requests:Before I filed a complaint with the BBB against Studypool, I contacted Studypool on April 8th to request a refund of my annual subscription fee because I subscribed to their service unknowingly. However, their staff chose to ignore it.My email address is *************************** my account name is ************, and the **** credit card that was automatically charged ends with 8358. I hope your platform can help me recover the refund.As a legal researcher, if my complaint is not taken seriously and addressed by Studypool, I will file complaints on the official consumer protection websites in **********.

  Business Response

  Date: 04/24/2024

  Hi there, thank you for reaching out to us.

  We apologize for any inconvenience caused. Your subscription refund has been processed, and you should see the refunded amount reflected back to your original payment method within 3-5 business days.

  Regarding your other concerns:

  1. We have identified another email associated with your account ******************************** Please review this email or contact the individual associated with it to confirm any transactions made on Studypool.

  2. Payment receipts are generated and can be found within your Studypool profile. Simply navigate to the "Menu" and then click on "Balance" to locate them.

  3. We apologize for any confusion caused on our end. It appears that the initial confusion stemmed from the presence of multiple accounts associated with one user.
  

  If there's anything else we can help with, let us know. 

  Best,

  Studypool Team

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau,
  
  Thank you for your assistance; I'm satisfied with the outcome. Without your help, Studypool wouldn't have refunded me, as I had already tried reaching out to them for a refund before contacting you, but received no response. I can't express enough gratitude for your assistance to a law student like me, even though I'm far away.
  
  However, I have two concerns:
  
  Firstly, while they initiated the refund on April 24th, I contacted my credit card service center, and I still haven't received the refund. I'm unsure if it will come through after agreeing to the settlement.
  
  Secondly, as an honest person, I must inform you that Studypool is a company that poses a threat to internet users, both American citizens and others worldwide who might click on Studypool's links. This is because:
  
  1. Studypool profits from others' privacy breaches. They forcibly charged me for a year's membership because I chose to log in automatically with my ****** account while browsing their website on ******. Since my ****** account is linked to my credit card payment method, they charged me without my registration or subscription.
  Evidence shows that after being charged without my knowledge, when I tried to log in to their website with my email, I found that I hadn't set a password for the account, proving that I never used their service, let alone had any motivation to subscribe to their membership.
  
  2. Studypool is dishonest. They claimed they charged me for a year's membership due to confusion between my two accounts. My other account was only registered after Studypool charged me for a year's membership without my knowledge, to verify if this email had also been registered without my knowledge and if a membership had been purchased. They made this claim to cover up the fact that they profit from others' privacy breaches.
  
  Thank you once again for promptly handling my complaint.
  
  Wishing you greater influence in helping more people avoid threatening companies like Studypool.
  
  Sincerely,
  *****
  
  

• Initial Complaint

  Date:04/16/2024

  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 want to get refund for my subscription because it is not working properly.

  Business Response

  Date: 04/23/2024

  Hi there, thank you for reaching out to us.

  Upon reviewing your account, we have observed that there have been a total of 5 or more Unlocks utilized since the activation of your subscription. Considering the service has been utilized, we can make an exception and return the amount to your Student Balance.

  This credit is available for use with our tutoring Q&A service. You can post a question and receive assistance from our top tutors. Regarding your refund, please be aware that we are unable to process refunds for subscriptions. You have the option to cancel anytime through your Settings page.

  However, it's important to note that subscription payments are non-refundable as outlined in our Terms of Service: ******************************************

  Best,
  Studypool Team

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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 requested that my subscription be cancelled and not renewed with this company. They have continued to charge my credit card in file although I was informed last year that my subscription would not automatically renew. I have been unable to manually unsubscribe and the only option is to delete the whole account.

  Business Response

  Date: 04/23/2024

  Hi there, thank you for contacting us.

  We wanted to inform you that the refund was successfully processed on March 27th, 2024, and it has been credited back to your original payment method.
  If there are any further inquiries or assistance you require, please feel free to let us know.
  

  Best regards,
  Studypool Team

• Initial Complaint

  Date:04/16/2024

  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 noticed that I have been billed a monthly subscription of $21.45 for the past several months even though I do not recall signing up for this service. I have sent several messages through their website messaging service and also via email asking them to cancel and make a refund. Yet despite my efforts, I found another reoccurring bill today on my bank statement. I should point out that I never received any email receipts for any payments over time. I found a few phone numbers for this particular business but they do not connect.

  Business Response

  Date: 04/23/2024

  Hi there, thank you for reaching out.

  Here is a breakdown of your account:

  1. The email (************************) is associated with the original MONTHLY subscription purchased on October 14th, 2023. The service was utilized, and a total of 3 documents were unlocked on October 14th and October 18th. Please inform us if you would like us to share the URLs of the documents unlocked after the subscription activation.
  

  2. The subscription was not cancelled after that initial purchase.

  3. You still have full access to log into your account to manage your subscription. This can be done through the Settings page. Please let us know if you are able to access your account. If not, you will need to reset your password. Here is the URL: *********************************************************
  

  4. Your subscription is no longer active, and a refund was issued on March 21st.

  If you have any further questions or need assistance, feel free to reach out.

  Best,
  Studypool Team

• Initial Complaint

  Date:03/28/2024

  Type:Product 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 subscribed to this website for help with college courses. I paid the subscription fee for the whole year. Only to find out they want money for every question you ask on top of the subscription fee. No where is this information stated prior to subscribing. I immediately canceled the subscription and emailed their support team to seek a refund. Only to be told that they can't refund the subscription fee. Now I'm stuck with a yearlong subscription to a service I will never use.

  Business Response

  Date: 04/01/2024

  Thank you for reaching out, and we appreciate you sharing your experience with us.

  We understand your concerns, and we're sorry for any inconvenience caused.
  Before subscribing, we want to ensure that all users have access to information about our services. The details regarding the subscription, including the access of 10 documents per month, are clearly outlined on our website at *************************************************. We want to clarify that our subscription service primarily includes access to these 10 documents per month, which reset at the beginning of each billing cycle - there is no mention about additional services included besides the unlocks. In addition, there was 1 unlocked used before the cancellation took place. 

  In light of these circumstances, we regret to inform you that we are unable to process a refund in this instance. We hope for your understanding regarding this matter.
  

  Best,

  Studypool Team

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21356323
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/25/2024

  I never used this program. I should not have to pay the year subscription for something I didn't even have 72 hours. This is unacceptable. I should get a full refund. If they want to pro rate for the 3 days I had a subscription and didn't use it, fine. But I can't believe how shady this business is. I would leave a scathing review but they don't allow public reviews. Probably smart on their part due to their unprofessional behavior.

  Business Response

  Date: 04/25/2024

  Thank you for bringing this matter to our attention.

  Upon reviewing your account, it appears there might be some confusion regarding our services:
  1. The Homework Q&A service operates on a per-question basis and is not a subscription service. For more details about our Q&A service, you can refer to the following link: Link to Q&A Service Information
  2. The ***************** on the other hand, is a subscription-based service offering three plans: monthly, quarterly, and annual. Each plan provides access to the Notebank with 10 unlocks per month. All users are directed to the Notebank Subscription landing page where each plan is described in detail before subscribing.

  Since you have subscribed to the annual plan for the ***************** you have received 10 unlocks, which will reset to provide another 10 unlocks after 30 days (un-used unlocks will not rollover). It's important to note that your subscription is still active. Should you wish to cancel your subscription, you can do so by logging in, clicking on Menu > Settings > Billing, and then selecting Cancel Subscription. Please be aware that subscriptions are non-refundable; for more information, you can refer to our terms: ******************************************

  Alternatively, we can offer a refund in the form of Studypool Balance. This balance can be utilized to post questions and receive assistance from our top tutors through the Homework Q&A service.

  Please don't hesitate to reach out if you require further assistance.

  Best regards,
  The Studypool Team

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21356323
  
  I am rejecting this response because I have already canceled my subscription after talking with one of your customer service team. I want a refund to my card because I have never used your service nor do I plan to. I'm entitled to a refund. The only reason that I didn't cancel immediately us because I was instructed that I had to wait 3 days for the payment to clear. If you look at my closed account you'll see that it was only open for that 3 days.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/22/2024

  Hello,

  We're pleased to inform you that we're making an exception to proceed with your refund.

  To provide clarity - the service was utilized. Upon subscribing, our records indicate that one document was unlocked on the same day. You can verify this information on the Account Balance page.

  Expect the refund to be processed within 3-5 business days.

  Thank you for your understanding,

  The Studypool Team

  Customer Answer

  Date: 06/03/2024

   
  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:02/13/2024

  Type:Sales and Advertising 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.

  On February 5th, 2024, two charges from Studypool *** were reflected on my PayPal account which charged the amount to two of my checking accounts. The transaction number is *****************. The first amount was $59.40 and the second amount was $62.70. I have never had an account with ********************** *** and have never authorized a payment or any other transaction with them. I tried to no avail to get PayPal to look into the matter.

  Business Response

  Date: 04/25/2024

  We sincerely apologize for any inconvenience or delays you may have encountered.

  Upon reviewing our system, we can confirm that the refund was successfully processed directly by PayPal for the amount of $62.70.

  If there are any further concerns or if you require additional assistance, please do not hesitate to let us know.

  Best regards,
  The Studypool Team

  Customer Answer

  Date: 05/17/2024

   
  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:02/12/2024

  Type:Service or Repair 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 a reoccurring subscription payment for Studypool.com, i am trying to suspend subscription to the platform and it appears impossible to do so. For the past 2 months my credit card has been charged $27.69. I have no need for studypool and would like my subscription to cancel in order to stop paying these monthly costs.

  Business Response

  Date: 04/25/2024

  Thank you for bringing this matter to our attention.

  We want to inform you that the subscription was successfully canceled in January. It's essential to clarify that the original subscription initiated in November was structured as a monthly recurring subscription, as intended for the Notebank service.

  To review your account details, please log in and navigate to Menu > Settings.
  If there are any further concerns or assistance needed, please don't hesitate to reach out to us.

  Best regards,
  The Studypool Team

• Initial Complaint

  Date:01/25/2024

  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 have been trying to cancel my subscription from ********** for weeks. I was given a generic email that doesn't work and customer support was useless. I need this subscription cancelled and my money refund of $57.00

  Business Response

  Date: 04/25/2024

  Thank you for reaching out to us.

  Following a thorough investigation, we have compiled the following key points:
  1. Our records indicate that there are no transactions associated with the account linked to the email address ******************************************.
  2. While there was an associated account under the email ************************* upon review, we found that it also does not have any recorded transactions.
  

  To facilitate the resolution of this issue, kindly provide us with the following details:
  1. The email address associated with the Studypool account that contains the relevant transactions.
  2. The last four digits of the credit card linked to the pertinent charge.
  3. The first and last name associated with the credit card.
  

  Your cooperation is greatly appreciated. Please be assured that we are committed to resolving this matter promptly.
  

  Thank you for your patience, and we look forward to your response.

  Best regards,
  The Studypool Team

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair 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.

  On 11/29/23 an unauthorized transaction was taken out of my cash app card. Why? I don't know. I haven't used cash app since June/july. I've been messaging going back and forth with studypool folks with no answers or resolution. This is ridiculous.

  Business Response

  Date: 04/25/2024

  Thank you for reaching out to us regarding this matter.

  After conducting a thorough investigation, we have identified several key points:

  1. There are currently two Studypool accounts associated with your name. The first account is linked to the email address ************************** while the second account is linked to *************************.
  2. Upon review, we found that neither of these accounts has a transaction recorded for the amount of $118.50.
  3. To access the transaction history for each of these accounts, kindly log in and navigate to Settings > Menu > My Balance. As mentioned, none of the transactions match the amount of $118.50.

  In order to proceed with further investigation, we kindly request the following information:
  1. The last four digits of the credit card associated with the specific charge of $118.50.
  2. The name associated with the credit card.
  

  Thank you for your cooperation and patience in this matter. We will be awaiting your prompt response to assist you further.
  Best regards,
  The Studypool Team

• Initial Complaint

  Date:12/19/2023

  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.

  Months ago I used Study Pool a couple of times. I removed my subscription so I thought. Fast forward I have been caring for my father who had a stroke and hadn't had time to do anything for myself. I just got around to checking my credit card statement and unbelievable to me Study Pool charged me for an annual subscription on Nov 6th. Today is Nov 25th and I immediately sent an email asking for a refund because they can clearly see there has been absolutely no activity on my account. I was told they can't refund subscriptions. It's not like I subscribed and changed my mind a couple of days later. This is ridiculous because I am already struggling and I don't have money to throw away.

  Business Response

  Date: 04/25/2024

  Thank you for bringing this matter to our attention.

  We sincerely apologize for any inconvenience you may have experienced with our service.

  Rest assured, your refund was processed on 11/28/2023 and credited back to the original payment method.

  Should you require further assistance or have any additional concerns, please don't hesitate to reach out to us.

  Best regards,

   The Studypool Team