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:07/29/2023

  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 continuously get charged $29.85 for what should have been a one-time fee. When I try to contact Studypool, there are no other options for contacting this organization. To prevent future charges, I am going to call my bank and block Studypool and if they charge again I will FILE A POLICE REPORT AGAINST STUDYPOOL. Since this was meant to be a one-time transaction, I need this subscription terminated immediately and all previous charges refunded. I did not authorize this transaction and removed my card from Studypool months ago. This company has no place to contact them for support, very dishonest.

  Business Response

  Date: 08/02/2023

  Hi there, thanks for reaching out to us. 

  We're sorry to hear about your experience with our subscription service. Please note that our customer support team is available 27/4 by logging into your Studypool account and locating the Intercom widget on the right hand side, or sending an email to ********************************.

  Regarding your subcription, this email *********************** is not associated with any Studypool account, however, there we located another account that was created that is associated with your subscription. We've refunded the last (3) charges back to the original payment method and cancelled the subscription which was not cancelled by the user. 

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

  Best,

  Studypool Team

  Customer Answer

  Date: 08/25/2023

   
  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:07/07/2023

  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.

  Hello, on the 26-06-2023, I applied as a tutor on Studypool with the email address ************************** with my legitimate ID and even provided a KYC. My application was approved the next day (Dr_Ayra) and began working on the platform. It happens that 5 hours later they sent me a notification that I was suspended for "Fraud-related activities." They then proceeded to permanently ban my account without specific information as to how I committed fraud on their platform. For the 5 hours I was working in the platform, I was bidding on questions and also changed my account profile picture. No other activity was performed, I didn't even change my password. I'd like my account restored as it has my personal information (Clear ID document and KYC selfie).

  Business Response

  Date: 07/23/2023

  Hi there, thank you for your message.

  We regret to inform you that your account associated with the email address ************************** cannot be restored due to fraudulent activities. All personal information, including the submitted KYC, will be permanently deleted within the next ***** hours.

  
  Thank you for your understanding.
  Studypool Team

  Customer Answer

  Date: 08/02/2023

   
  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:06/27/2023

  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.

  Just bought a subscription to studypool. The reason I bought this was access to a doc, instead it gave me the 5 page reading that I wanted to avoid, with no answers to any of the questions I had. Kindly, I would like a reason as I have no use for my subscription i Bought five minutes ago that is useless to me because of the lack of answers and lying about answers being there. I feel a bit lied to I wanted to try an alternative to chegg, A refund is needed please understand.

  Business Response

  Date: 07/06/2023

  Hi there, 

  Thank you for reaching out to us. We would like to inform you that your subscription has been successfully cancelled, and you will not incur any further charges.
  

  To request a refund, please log in to your Studypool account and click on the Intercom widget. Our dedicated Customer Support team is available 24/7 to assist you. They will review thecontent that has been unlocked and assess whether your refund request is applicable. If eligible, we will gladly refund the amount back to your original payment method. You can also send us the request to ********************************.

  We appreciate your cooperation and value your business.
  

  Best regards,
  The Studypool Team

• Initial Complaint

  Date:06/27/2023

  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.

  Studypool has continual charged me I continuously get charged $29.85 for their services and I have canceled it. When I go into their web site and attempt to retrieve username or password it says there is no account accosted to the email. I cannot find an operating or valid way to contact them and ask for their billing to stop charging me.

  Business Response

  Date: 07/06/2023

  Hi there, we're sorry to hear about the experience.

  Please note that we cannot locate an account with ********************** associated with the following email ******************* Please share the last 4 digits of the CC associated to the charges, or share the username associated with the account, or if you think you might of opened another account with a different email please share that email as well.

  You can send us the information to ********************************.

  Best,

  Studypool Team

• Initial Complaint

  Date:05/05/2023

  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.

  I am continually being charged $19.95 a month around the 16 of each month. I have repeatedly attempted to log in to cancel, however I am unable to do so. I have also tried forgot my password and entered my email to reset it and never receive an email. I have tried the phone number on my billing statement and the number is not valid. I just want my subscription cancelled and possibly a refund as I have never used this service.

  Business Response

  Date: 05/08/2023

  Hey there, thanks for reaching out to us. 

  We're sorry to hear about the experience. I tried searching for an account associated with the email ********************* can you share other potential emails that you might of used to open a Studypool account? You can also provide ** with the last four digits of the card used to subscribe with the associated name of the card holder.

  Thanks in advance! We will wait for your reply.

  Best,

  Studypool Team

• Initial Complaint

  Date:03/30/2023

  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.

  I continuously get charged $29.85 for what should have been a one-time fee. When I try to contact **********, the phone number listed on my credit card transaction belongs to a business selling products for older people, and there are no other options for contacting this organization. To prevent future charges, I had to contact my credit card company. Since this was meant to be a one-time transaction, I need this subscription terminated immediately and all previous charges refunded. This company does not appear to be a serious entity with which to conduct business. To say the least, its approaches look disingenuous, if not dishonest.

  Business Response

  Date: 04/04/2023

  Hi there, thanks for reaching out. We're sorry to hear about your experience.

  Please note that to contact Studypool, you can reach out to us via email or chat with us live by visiting www.studypool.com and click on the chat widget after signing in. Our customer support team is available 24/7.

  Regarding your subscription, the original subscription was set up by you on June, 2022. The Notebank is a subscription base service only. You singed up for the quarterly plan and did not cancel this is why the charges continued given it's subscription plan. However, you did not use the service for the three quaterly charges after that. I've refunded all three charges back to the original payment method (charges from 2022-09-19, 2022-12-19 and 2023-03-19 at $29.85 each). The amount should reflect in a few business days depending on your bank.

  Please let us know if there's anything else we can help with.

  Best,

  Studypool Team

• Initial Complaint

  Date:03/22/2023

  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.

  i have been charged for february and march when i cancelled and completely deactivated my account before the bill came out in february. i have attempted to call, the number was bogus. i attempted to email, the email was bogus. please give me a refund. -*******

  Business Response

  Date: 03/23/2023

  Hi there, thanks for reporting this to **.

  We were able to locate your account associated with the email *************************** Can you confirm what phone number and email address you were trying to contact us that you mentioned was not successful? We need to know what email your used to contact us, and what email you contacted us from.

  Regarding your refund request, our team has processed the refund for the February charge back to the original payment method. Please note that you have not been charged for March.

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

  Best,

  Studypool Team

• Initial Complaint

  Date:03/13/2023

  Type:Sales and Advertising 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.

  Hi there. I forgot to cancel my subscription before it renewed on 3/12/23. I just wanted to see if I could get my money back since I will not be using this service anymore. The email associated with my account is ***************************

  Business Response

  Date: 03/17/2023

  Hi there ******,

  Thanks for reaching out to us. We've successfully processed the subscription refund back to the original payment method. You should see the refund amount reflected back to your original payment method in a few days, this will depend on your bank.

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

  Best,

  Studypool Support

• Initial Complaint

  Date:03/11/2023

  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.

  In December of 2021, I paid a monthly subscription to Studypool to help me study some extra practice questions I found online, that would help me prepare for an exam. After I wrote my exam, I no longer needed Studypool. So, I ended my subscription (or I thought) and de-activated my account. Recently I noticed that I have been unwillingly charged between 26$ - 28$ (monthly subscription fee) every month since December 2021, for an account I thought was not active. When I log into my account, it says it's de-activated and that there is no current subscription. Since there are a large amount of monthly charges between December 2021 to now, optimally I would greatly appreciate a refund, because I have lost a lot of money on this. However, if that is not possible, I would at least desperately like someone to go in and cancel whatever subscription I am being unwillingly charged for, because I cannot seem to stop it. Please!

  Business Response

  Date: 03/17/2023

  Hi there, thanks for reaching out to us.
  
  Please note that we tried searching for your account with the email ************************ however, this account does NOT have any subscription charges associated with it.

  ***** share the email associated with the account that's charged with subscription plan your mentioned has been charged since 2021. You can reach out to us at ******************************** or send us a message via chat from our website, we're available 24/7. 
  
  Thanks in advance,
  
  Best,
  Studypool Support

• Initial Complaint

  Date:12/17/2022

  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 was searching for some homework help and this website came up on a search engine and was showing the document I was looking for indicating helpful information. Once I made an account (to view the documents along with paying a subscription) the document loaded and it appears to be the same thing I already had, there were not any helpful homework equations or explanation as it noted. I went back into the account where the pricing was showing I was charged ***** while the advertised price was 4.95/month (indicating a savings of $180). Why would someone order a year of homework assignment that one already has? Almost seems like a SEO switch where it put my search items in encouraging me to sign up to view the document. The other option (which I wish I took) was to upload 10 documents but I do not have 10 documents that follow the honor code to complete. I was dissatisfy when I reached out about the situation I was forwarded the T&C in a rude manner which again I understood no refunds but I also subscribed under the impression it was $4.95 ( which is competitive). I will avoid this site and let others know given I was able to obtain help for free using a competitor site and was not given the runaround or T&C which gives no room for discrepancy. Not to mention, no confirmation of account or payment was sent which also leads to the concerning behavior and will stick with other companies with better T&C and established longer than a decade in the business.

  Business Response

  Date: 02/27/2023

  Hi there, thanks for reaching out to us. 

  We're sorry to hear about your experience with our Subscription. Please note that we were unable to locate your account that's associated with the subscription using the email **************************** There is an existing account with that email, but it's not associated with a subscription as mentioned. You also have created multiple accounts on the website, here's another email *************************** however, this one is also NOT associated with the subscription that you have mentioned. 

  Please send us the correct email, or the last 4 digits of the card used so we can review and investigate the inquiry. 

  Additionally, Studypool offers a monthly plan, a quaterly plan and a yearly plan. It looks like you purchased the yearly plan, but unfortunately had the impression that it was monthly. You can review our plans here carefully: **************************************************************** Also, at the check out page before purchasing all visitors can see what total amount that will be charged to the selected payment method.

  We will stay alert for your reply.

   

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19319283
  
  I am rejecting this response because: the reason for not seeing a subscription is that I canceled it on 12/16 to avoid any issues with the company having my card information and since I am not going to continue using the company. The reason for signing up for the year was due to the only option I was given when I click on the image to view document; I felt only offering for the year was unique but can be common since you tend to be a student for a year and need help and saves money. It was not until I opened the document after purchasing noticed it was the same thing I had but no assistance or help that was mentioned in the search. It was then I was trying to cancel but was told I was unable to as the transaction was pending, I did not use any additional services given the website was not what I was needing. I was looking for a refund to my card ending in x2234 or at least know to avoid this site if it does come as a possible resources. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/23/2023

  Thanks for the response. 

  Our team was able to locate your account, please note that the correct email address associated with your account is ********************************* The refund has been processed successfully back to the original payment method. You should see the funds reflected on your account in a few business days or sooner, this will depend on your bank.

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

  Best,

  Studypool Team