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:12/05/2023

  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.

  On November 15, 2023, I was charged a yearly subscription cost of $59.40 via Paypal. I received no notice of a renewal or that I was charged for another year of service. The only way I found about this charge was from an email from PayPal saying I signed up for preapproved payment plans, which I don't remember signing up for. When attempting to find contact information for Studypool, there is absolutely no way of getting in contact with the company. It was so easy to sign up, but after they take your payment information, the company makes it impossible to cancel. This experience is very frustrating, and I have spent so much time on the website trying to get in contact with Studypool to cancel my subscription and request a refund. This is not good business!

  Business Response

  Date: 12/10/2023

  Thank you for reaching out.

  Upon reviewing the subscription associated with the email ************************ it has been observed that the initial annual subscription payment was processed on November 16, 2022. It is essential to understand that all payments for subscriptions on Studypool are recurring, aligning with the standard practice on subscription-based platforms. Notably, there have been 41 unlocks used between November 2022 and September 2023.

  The subsequent subscription payment was scheduled for November 16, 2023, leading to the corresponding charge. It is worth noting that PayPal notifies its users about preapproved payments (subscriptions) when they sign up.

  Should you have any further inquiries or require additional assistance, please let us know. 

  Best,

  Studypool Team

• Initial Complaint

  Date:12/05/2023

  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 did not sign up for study pool. When I went to cancel my subscription, it required me to create a username. If I had a valid subscription, this would not be necessary. In addition, I googled their trial subscription and it shows as 30 days. I have not been in school for three months.

  Business Response

  Date: 12/10/2023

  Hey there,

  Thank you for bringing this matter to our attention.
  

  Upon investigation, we have identified an associated subscription linked to the email address ********************** It is important to note that the email address **************************** is not associated with any subscriptions. The subscription was never canceled, resulting in the incurred charge.
  

  I went ahead and cancelled your subscription and processed a full refund to the original payment method. Please anticipate the funds to be reflected in your account within the next 3-5 business days.

  
  Best regards,
  Studypool Team

  Customer Answer

  Date: 12/26/2023

   
  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:10/10/2023

  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.

  On 10/6/2024 my bank account was charged $59.40 by Studypool. Their website had no contact information. I had to create an account to simply find out how to cancel a subscription I never authorized.No notification of such an upcoming charge was provided by Studypool. Contacted customer service via email requesting a refund. **************** was not helpful. ********* offered to put "return the amount back to your Student Balance as an exception and you can use this credit for our tutoring Q&A service (which consists of posting a question to receive help from our top tutors)"I do not need their services. I would like my refund.

  Business Response

  Date: 10/18/2023

  Hey there, thanks for reaching out to us.

  We're sorry for any inconvenience experienced. I've reviewed your account and it seems that the refund request has already been processed. 

  Have a great day.

  Studypool Team

• Initial Complaint

  Date:08/25/2023

  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.

  During my time in college, I utilized Studypool for tutoring services. However, since I have graduated, I no longer require their assistance. On August 11th, 2023, I received an email from LinkedIn indicating a charge of $59.40. Upon receiving the email, I promptly emailed the contact provided on the bill at ********************* Unfortunately, I discovered a few hours later that the email was undeliverable. I have now attempted to cancel the subscription via their website, but have been unable to locate any helpful information to cancel the subcription. This situation is unjust and my only recourse is to file a complaint.I have an issue with Studypool's cancellation process. It was simple to sign up, but canceling proved to be quite challenging. I was given an email address that did not work, which felt dishonest. Unfortunately, I couldn't find any direct contact information to reach out to for assistance. Therefore, I request that my subscription be canceled, and I should receive a refund due to the inability to cancel properly. Thank you.

  Business Response

  Date: 09/05/2023

  Hi there, thank you for getting in touch with us. We're really sorry about any trouble you've had.

  We've gone ahead and canceled your subscription for you, and we've also refunded the charge that happened on August 11th. You should see the money back in your account within 3-5 business days. For future reference, you can send us an email at ********************************* or simply log in to Studypool and click on the chat widget.

  Warm regards,
  The Studypool Team
  
  

  
  

  Customer Answer

  Date: 09/13/2023

   
  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:08/23/2023

  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.

  Re: annual renewal of subscription Unauthorized Charged. $59.40 on Aug. 7, 2033.Contacted customer service via email with no help. Extremely difficult to locate contact info on website. No notification given.

  Business Response

  Date: 08/25/2023

  Hi there, thanks for contacting us.

  Please note that your refund was processed successfully on August 8th for the total of $59.40

  Let us know if there's anything else we can help you.

  Best,

  Studypool Team

  Customer Answer

  Date: 09/07/2023

   
  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:08/23/2023

  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 posted a question on ********** and the compensation amount was for $125. The question ended being canceled twice because I was unable to find the tutor I needed. ********** will not refund me my funds due to some policy about if funds are used then they cant issue any refunds. ********** is saying that my only option is to post more questions but I no longer require their service.

  Business Response

  Date: 08/25/2023

  Hi there, thanks for contacting us.

  Please note that you refund was processed on August 7th. 

  Let us know if there is anything else we can help you with.

  Best,

  ****

  Customer Answer

  Date: 09/06/2023

   
  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:08/23/2023

  Type:Order 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.

  **************** all team member kaise please *********************

  Business Response

  Date: 08/24/2023

  Thank you for getting in touch.

  Regrettably, the details provided in your inquiry are incomplete, which hinders our ability to assist you effectively.

  To receive the necessary support, kindly reach out to our dedicated support team via email at ******************************** or by utilizing the widget situated in the upper right corner of our homepage after logging into your account. Our support team operates around the clock to provide assistance.

  Best regards,

  Studypool Team

• Initial Complaint

  Date:08/23/2023

  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.

  ***BEWARE ANY SERVICE THAT FORCES YOU TO DO A ****** SEARCH IN ORDER TO CANCEL IT***I have never experienced such difficulty trying to unsubscribe for a service online. There is literally no way on the website to unsubscribe! I don't remember signing up and am sure I've never used this service even once but was charged *****$ on April 4th for the quarterly subscription. Albeit I can be forgetful, I may have just forgotten that I signed up. However, when a charge attempt for ***** made on 7/6/23 was discovered, I immediately went to their website to take care of it but could not. I am now utilizing a completely different website (bbb.org) in order to contact someone from Studypool, Inc.Dear Studypool, Inc.,I WANT TO CANCEL MY SUBSCRIPTION PLEASE!!!!!Username: lakgoudleSSSS Notebook ID = ynxtbhqyrFFFF AND, IF YOU CAN KINDLY ANSWER THE FOLLOWING QUESTION:1. WHY IS THERE NOT A "CANCEL SUBSCRIPTION" OPTION ON YOUR WEBSITE?2. WHERE IS THIS ILLUSIVE CHAT WIDGET TO CONTACT SUPPORT ON YOUR WEBSITE?3. WHERE IS THIS ILLUSIVE EMAIL ADDRESS TO CONTACT SUPPORT ON YOUR WEBSITE?4. WHY WOULD A LEGITAMATE BUSINESS MAKE IT SO HARD TO CONTACT SUPPORT & CANCEL SERVICE.

  Business Response

  Date: 08/24/2023

  We appreciate your communication and the opportunity to address your concerns.

  We would like to inform you that your subscription is currently inactive. Following your enrollment in our Quarterly plan, an initial charge was successfully processed on April 4th, accompanied by the utilization of two unlocking . Subsequent to this, a scheduled charge was set for July 4th. Unfortunately, this transaction could not be executed due to insufficient funds in your account. As a result of the subscription cancellation, no further charges are anticipated at this time.

  We understand that you may have encountered challenges while navigating our platform, and for that, we sincerely apologize. To ******************* interactions, we would like to emphasize that management of your billing and subscriptions can be conveniently accessed through the Settings page: *********************************************************
  

  Best,

  Studypool Support

• Initial Complaint

  Date:08/01/2023

  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 continuously get charged $29.85 every month for what should have been a one time fee. To prevent this company for unlawfully billing me I had to call my bank. This is ridiculous as I have looked into cancelling my plan multiple times on the website and it says that I do not have a plan. Funny because I keep on getting charged. I need this subscription terminated immediately and all previous charges refunded because this is simply ridiculous.

  Business Response

  Date: 08/02/2023

  Hi there, thank you for reaching out to us.

  Please note that we were not able to locate the charges associated with the email ****************************** Please share the email associated with the Studypool account that you used to subscribe. Or, share the last 4 digits of the card used to pay the subscription.

  Thanks in advance,

  Studypool Team

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20265487
  
  I couldnt figure out how to respond to your message without rejecting your proposal. The last 4 digits of the card that is being charged is 9406. 
  
  *****************************************************

  Business Response

  Date: 11/14/2023

  Thank you for confirming the provided information.

  I have successfully identified the account linked to your subscription. The monthly charges have been refunded to the original payment method. Please allow 3-5 business days for the refunded amount to be reflected in your bank account. We sincerely apologize for any inconvenience this may have caused.

  Should you have any further questions or concerns, please don't hesitate to reach out.

  Best,

  Studypool Team

  Customer Answer

  Date: 11/16/2023

   
  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.
  
  ******************************************************

• Initial Complaint

  Date:07/29/2023

  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.

  Studypool **** claimed a 14 day trial period - I created an account, tried it and it was not what I was looking for. I attempted to contact them to ask for a refund as I had only been a member for about one hour and they claim no refunds!!

  Business Response

  Date: 08/02/2023

  Hi there, thanks for reaching out to us.
  
  Unfortunately, we currenlty do not offer any free trials for the subscription service. We are also unable to locate your account associated with the email ****************************** this doesn't seem to be a real email. 

  You can reach out to us at ******************************** if you need help with anything else.

  Best,

  Studypool Team