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Business Profile

Tutoring

Studypool
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 74 total complaints in the last 3 years.
  • 29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/08/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 March 2022, I got in Studypool to ask a question. You had to signup to get an answer. I was under the impression that I was only going to be only charge that one time. I wasn't aware that they have been charging me since March , June, Sept and just now in December. This was a one time deal. If you go back and review I only used them in March. So when I was charged in December and tried to reach them at 8*********** it says the number is change. I also tried to reach them at a ************ number, they are bogus numbers. I want a refund for my June, Sept and Dec charges. I was only supposed to be charged for March.

    Business Response

    Date: 01/05/2023

    Business Response /* (1000, 5, 2022/12/19) */
    Hi ******, thanks for reporting this to us.

    We investigated your account and we can see that in March you signed up for the Quarterly Subscription. Please note that subscriptions will automatically charge unless the subscription is cancelled. I can see that the subscription has now been officially cancelled and you will not be charged moving forward.

    Regarding the charges for June, September and December - our team has succeesfully processed the refund(s) back to the original payment method. Please allow 3-5 business days for the refund to reflect, however, this will depend on your bank institution.

    To reach out to Studypool in the future, we have 24/7 chat service available by simply visiting our website and clicking on the blue icon on the right bottom side of the screen after signing in.

    Thank you for your patience,
    Studypool Team

  • Initial Complaint

    Date:12/01/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 unable to login to account to cancel subscription. I don't require additional access. I was charged Nov 7th 29.85. Please cancel my subscription!

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/19) */
    Hi******, thanks for reaching out to us.

    We tried searching for your account with your address and email provided, however, we were unable to locate the account. Can you please share the last four digits of the cc that was used for the purchase with the first and last name associated? This would give us the direct reference to the trasanction to see which account is associated, to then cancel the subscriptions for you.

    Please send us the information to ********************* or to our 24/7 chat service found on the website.

    Thank you for your patience and collaboration.
    Studypool Team

  • Initial Complaint

    Date:11/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 lied to about the product I would be receiving and they don't seem to be responding to me.

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/19) */
    Hi ****, thanks for reaching out to us.

    I was not able to find any transactions related to your email (************************* however, I did locate another linked account with the username ******************** which has a transaction from 11/20 for a monthly subscription. I do also see that 2 unlocks were used after the subscriptino purchase was made. I went ahead and cancelled the subscription so you won't be charged again.

    Can you let us know what piece of content you were searching for or why you think you were lied to about the product you should of been receiving. There might of been an misunderstanding about the service you were subscripting to.

    Thanks in advance.
    Studypool Team

  • Initial Complaint

    Date:11/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 an Expert Witness and I have taught some classes in Digital Forensics at Edinburgh Napier University.

    I found on this website two items, one presentation and one redacted forensic report, that I used for academic purposes. Someone has uploaded these two items on this website for profit (gain credits for uploading other people's work).

    The forensic report is here:*************************************************************

    The presentation is here*********************************************/digital-forensics-presentation

    I want both these items removed immediately and I want the owners of the website to provide me with the details of the PIRATE WHO ABUSED MY INTELLECTUAL PROPERTY.

    As this was shown to students in confidence and in good faith, they were never made available for public posting.

    I would appreciate if you could help me have them removed.

    Kind regards

    ***************************

    Business Response

    Date: 01/06/2023

    Business Response /* (1000, 5, 2022/12/19) */
    Hi *****,

    Thank you for letting us know about this concern. At Studypool, we take intellectual property very seriously.

    In order to properly assist you, please follow the steps on ************************************ to create a proper takedown request as required by section 512(f) of the copyright act.

    Once submitted, our team will work on the takedown request quickly and respond as soon as possible.

    Thank you for your patience.
    Studypool Team

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 reached out to study pool on 10/31 advising I noticed a recurring charge from my PayPal but had a confirmation email showing I cancelled my account. I even tried all three emails I used and didn't have an open account with them. Study pool took days to respond and then asked for my PayPal. I also opened a claim with PayPal so they couldn't keep charging me monthly since they weren't acknowledging what happened in the emails. PayPal agreed in my favor that it was not something I approved and as soon as this happened stidypool threatened legal action and banned me from their site for life. I have asked multiple times for a contact number and a manager follow up ti make sure this doesn't keep happening as they're taking money from me without an account and refuse To assist me or answer my questions and their rep ****** responds to me after business hours and it's just completely unprofessional.

    Business Response

    Date: 12/19/2022

    Business Response /* (1000, 5, 2022/12/19) */
    Hi *********, thank you for reaching out to us.

    Please note that filing a claim against Studypool instead of resolving directly will lead to some accounts being banned afterwards. It's unclear as to why our system would continue charging especially after you claim that you received an email confirmation with the cancellation notice. Once the subscriber or internal customer support rep cancels a subscription from a specific user, this subcription will no longer continue charging the account. It looks like there might of been confusion as to whether the subscription was succesffully cancelled to the correct account.

    Nevertheless, I see that your claims have been approved by PayPal and that you should be received a refund successfully from the transactions after the supposed cancellation.

    Thanks for your patience, and let me know if there is any pending resolution we need to look into.

    Thanks,
    Studypool Team

    Consumer Response /* (2000, 11, 2023/02/01) */
    I really am not satisfied with their response. They said to reach out but they blocked me from their site and quit responding to my messages and would not acknowledge what happened. PayPal sided with me since it was fraudulent and they have not acknowledged their wrong doing, disregarded what I said about them banning and ignoring me and told me it was my fault. They obviously did not even look into the situation or they would've seen they banned me months ago. In addition it took them almost a month and a half to respond which is similar to my complaint previously where they just ignored me completely.

  • Initial Complaint

    Date:10/31/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a subscription to StudyPool, however the phone number is no longer in service and I am not receiving ant response to me emails. I am being charged $19.95 every month (7/26, 8/26/ 9/26/ 10/26). I do not have the money for them to be taking this out of my account every month!! I would like StudyPool to contact me, refund these charges, and cancel this subscription, Please!

    Your assistance would be greatly appreciated,
    ***************

    Business Response

    Date: 01/13/2023

    Business Response /* (1000, 5, 2022/12/19) */
    Hi********, thanks for reaching out us.

    It looks like you've been trying to contact us but we haven't been able to get back to you. To confirm, our contact email is ********************* and you can reach out to our customer support chat team we're available 24/7 by simply clicking on the chat icon located on the right bottom side of the screen after signing in. Our team replies within minutes, or hours on busier days.

    Your account username ******) currently still had the subscription active, I went ahead and cancelled the subscription. I went ahead and processed a total of (5) refund requests successfully. The amounts should reflect back to the original payment method with 3-5 business days, this will depend on your bank institution.

    Thanks for your patience,
    Studypool Team


    Consumer Response /* (2000, 7, 2022/12/22) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    This response is satisfactory. Thank you to the BBB for interceeding.

  • Initial Complaint

    Date:10/19/2022

    Type:Billing Issues
    Status:
    Answered
    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 reaching out because I noticed something strange in my account from Studyppol.com., someone purchased a subscription for *****. I have been unsuccessful with contacting representative but I received no luck. Can someone please advise?

    Business Response

    Date: 12/13/2022

    Hi there *****,

    Thanks for reaching out to Studypool. We're sorry to hear about the inconvenience.

    I have tried searching for an account with the email ********************* however, there does not seem to an account related with this email. Can you please share the last four digits of the card that was charged, and also confirm the name of the card.

    You can send the information by replying here, or contacting support to ******************************** or visiting our website and clicking on the blue chat button on the bottom right of the screen, our chat team is available 24/7.

    Thanks in advance,
    Studypool Team

  • Initial Complaint

    Date:09/01/2022

    Type:Product Issues
    Status:
    Answered
    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 8/25/2022 I was charged ***** for "study pool question authorize". I used this app ONCE a year ago and cancelled this account. I can not get into the app to find out why this was charged or to investigate this further.

    Business Response

    Date: 10/26/2022

    Business Response /* (1000, 8, 2022/10/07) */
    Hi *****, thanks for reaching out to Studypool.

    We're more than happy to investigate and work on your refund. However, when I locate your account associated with the email address **************************** it appears that this account is no active, and is not associated with the charge. Can you please share the email of another Studypool account you may have created, or the last 4 digits of the card that was used in order to search for the transaction?

    Thanks in advance.
    Studypool Team

  • Initial Complaint

    Date:08/08/2022

    Type:Billing Issues
    Status:
    Answered
    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 19.95 from StudyPool and I do not recall every using this service. If this service is active I want to cancel and further payments. I have tried to contact StudyPool by phone and on their web site with no success. I do not want any further charges.
    Thank you,
    **********

    Business Response

    Date: 09/27/2022

    Business Response /* (1000, 8, 2022/09/16) */
    Hi there James, thanks for the report.

    We're sorry to hear that you had trouble reaching out to us, you may reach out to us by clicking on the Intercom bubble when visiting our site, or sending an email to *********************

    Regarding your case, please note that I cannot find you account associated with the email ***************. Can you please let us know what email you used, or might be associated with the Studypool account? Once we can locate your account, we will move forward with resolving ASAP. Or, if you can confirm the last 4 digits of the card that was charged that will help too.

    Thanks in advance.
    Studypool Team

  • Initial Complaint

    Date:07/20/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    ************************************************************************************************************************************ this link on the studypool.com site lists medical records from one of our patients that is deceased as of 2018. we would like this pulled down and off as it is a HIPAA violation. We have no way of contacting anyone at this company because the page lists no email or telephone contact information of any kind. If you could help us get this message to the company we would appreciate it.

    Business Response

    Date: 03/17/2023

    Hi there, thanks for reporting this to **. 

    We've successfully deleted the question from our database, and it should no longer be visible or available to download. Please note that you can find Studypool's take down request form within our terms page here (***********************************************). Our customer support team is available 24/7 via chat when visiting www.studypool.com, or you can send us an email at ********************************

    Thanks for understanding.

    Best,

    Studypool Support

    Customer Answer

    Date: 04/14/2023

     
    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,

    *************************

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