Complaints

This profile includes complaints for Chegg.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Chegg.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Chegg.com

  3990 Freedom Cir Santa Clara, CA 95054-1204

  
• 

  Chegg.com

  530 Howard St Ste 100 San Francisco, CA 94105-3016

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:02/24/2025

  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.

  My account was being charged long after I canceled my subscription for 2 years. I only noticed because i received an email telling me my account was successfully reactivated in feb 2025 but it had been being charged for 2 years through ******. They acknowledged that my account was inactive and that I canceled my subscription but sometimes people dont answer their questionaire on why they are cancelling it will continue to charge despite saying they are unsubscribed

  Business Response

  Date: 02/24/2025

  Hello Idris,
  
  
  We thank you for letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study subscription under the provided email account. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. 
  
  Due to the original charge being billed over 90 days with no prior reports of unauthorized charges, any charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.
  
  We also found that due to chargebacks being filed already on the account(s); we cannot process any refunds on our end; the disputes will be handled with the bank directly; for any further questions or concerns, please reach out directly to your financial institution and follow up on the chargebacks filed.
  
  We can assure you it has been cancelled on 02/21/25. The account was closed down entirely to where it can no longer be accessed, any subscriptions initiated, nor any charges can incur from this account. 
  
  We appreciate your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:02/21/2025

  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 am not sure why my first claim was closed out. I called customer service and cancel this subscription.I am writing to report an issue with incorrect charges from Chegg. From January 2024 to February 2025, I have been charged for a service I canceled around December 10, 2024. I stopped using the service at that time and made sure to cancel it, but I have been continuously charged since.I only recently noticed these charges because I do not use my debit card regularly. Upon reviewing my statements, I see that I have been charged a total of $21.72 per month for the past 14 months, amounting to a significant amount.I am requesting that Chegg issue a refund for the charges from the time I canceled the service. I would greatly appreciate your assistance in resolving this matter, as I am not responsible for these charges.Please feel free to contact me if further details are needed.I am not sure why my first claim was closed out. I called customer service and cancel this subscription.

  Business Response

  Date: 02/24/2025

  Hello *****,
  
  
  We thank you for letting us know about your recent experience and apologize immensely. 
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study Pack subscription under the provided email account. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study Pack, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. 
  We also recommend to refer to our terms of service (***************************************************) which would help provide further insight into our policies. 
  
  Due to the original charge being billed over 90 days with no prior reports of unauthorized charges, any charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.
  
  We also found that due to chargebacks being filed already on the account(s); we cannot process any refunds on our end; the disputes will be handled with the bank directly; for any further questions or concerns, please reach out directly to your financial institution and follow up on the chargebacks filed.
  
  We can assure you it has been cancelled on 02/13/25. The account was closed down entirely to where it can no longer be accessed, any subscriptions initiated, nor any charges can incur from this account. 
  
  We appreciate your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:02/21/2025

  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.

  This company has been charging my ****** account and I never authorized them to. I need them to refund all payments or I will file a consumer complaint with the government agency.

  Business Response

  Date: 02/21/2025

  Hello *******,
  
  We would like to apologize for your recent experience with Chegg. We want to get this matter taken care of for you as soon as possible.
  
  With the email provided on the complaint we were able to locate the account billing through ******. It appears as if your information has been compromised, as the person who placed the online order had some personal information for the cardholder.
  
  Please allow 3-5 business days for your financial institution to reflect the refunds back into your account. We would highly advise that you alert your financial institution in order for them to assist you with changing your information, if that has not occurred already.
  
  Thank you for your patience while we worked to get this resolved for you.
  
  Best,
  
  The Chegg Team

  Customer Answer

  Date: 02/24/2025

   
  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,
  
  ******* ********

  Customer Answer

  Date: 02/24/2025

   
  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:02/20/2025

  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.

  On January 10, 2025, I paid $41.99 to rent the e-textbook Criminological Theory: Past to Present (7th Edition) from Chegg. Since then, I have experienced repeated issues accessing the textbook through the Chegg website.I initially sought assistance through Cheggs website chat, but was only able to interact with an unhelpful chatbot. When I requested to speak with a customer service representative, the system indicated that I would be connected but appeared to freeze, preventing further progress.I located a customer service email and sent a request for assistance on February 3, 2025. I explained the ongoing accessibility issues and requested either a resolution or a refund so that I could purchase the textbook elsewhere. As of today, February 19, 2025, I have not received any response from Chegg.The issue persists and is now directly impacting my coursework. Today, during an exam, I inadvertently closed the textbook webpage, and upon attempting to reopen it, I was unable to regain access. The page either continuously loaded with an animated ellipsis or displayed the following error: ********************************** Cookie Too Large, nginx. I attempted to access the book using different browsers and clearing my cookies in the browsers used, but the issue remained unresolved.This situation is negatively affecting my ability to study and complete my coursework. I paid for access to this textbook, yet I am frequently unable to use it. I am requesting an immediate resolution, whether by restoring consistent access to the textbook or providing a refund so that I can obtain it from another source. A copy of my email to Chegg customer service and a screenshot of the error I consistently receive is attached for reference.

  Business Response

  Date: 02/20/2025

  Hello *******,
  
  We would like to apologize for your recent experience with Chegg. We aim to make the return instructions as clear as possible on the order confirmation email and within our Chegg Terms of Use (***************************************************).
  
  Looking over your account, we can see the Criminology Theory: Past to Present eBook ordered on 01/10/2025. All eBooks are eligible for a refund, if cancelled within 10 days from the purchase date.
  
  Given your recent experience, we have gone ahead and pushed a one-time courtesy refund through for this order. Please allow five business days for the refund to reflect on your statement.
  
  Additionally, please be advised the email address you contacted is invalid. For further assistance, please reach us at **********************************************************************************, or you may also reach out though chat, text, or phone based support by navigating to ***************************************************
  
  We appreciate you letting us know about your recent experience. We love hearing how we can do a better job helping you get through school. Well pass this feedback on to our product teams.
  
  Thank you for your patience while we looked into this matter further.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 02/21/2025

   
  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:02/19/2025

  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.

  My minor child (12 years old) opened a Chegg account and unbeknownst to me I was being charged monthly for the subscription. She uses my alternate email address for her iPad. I reached out to Chegg once I discovered this and was first told I could be provided a refund for 1 month. This is unacceptable because legally a minor cannot authorize a subscription especially without parent ************* I pushed back another representative advised I could be credited for 3 months. Again, this is unauthorized to begin with. A ticket was created for another department who just got back to me telling me no refund will be issued and I must dispute this with my bank. No way I should have to go through all of this when I am advising Chegg time and time again a child set this up to begin with. Chegg went from stating they would provide a partial refund then escalated my issue only to not provide any refund and request for me to jump through more hoops?Chegg's system should be able to confirm the account wasn't being used, so it isn't like I am asking for a refund for something that was never even used. Regardless of it all Chegg refuses to issue a full refund for an unauthorized charge by a minor.

  Business Response

  Date: 02/19/2025

  Hello *******,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  

  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 04/26/2024. We do not see a successful cancellation had been processed on this subscription, which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original charge on the account billing over 90 days. Please reach out to your ****************************** institution, or ****** for more information.
  
  We can confirm the subscription has been cancelled on 12/25/2024 and the account has been closed to prevent further billing.

  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:02/18/2025

  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 used Chegg until September 2023, at which time I had canceled the subscription. However, upon receiving an email about the renewal of my subscription for February 2025, I discovered that Chegg has continued to charge me all these months. I have not received contact from the company since 2023 even though I am still signed up to receive emails according to my account. I have not received any emails regarding changes to my account or charges until now. I changed my credit card to ensure that I would no longer be charged as a safety measure, and they have continued to charge the old, expired card and somehow have the payments go through. This month they changed the payment method to my account and charged my newest credit card. I want to know how they managed to do so without ever informing me. I tried calling customer support, and after being on hold for a long time, I tried their chat group. I tried to get them to remove my credit cards and cancel my subscription, but they told me that I would have to try contacting them another day. Why did they only now inform me of the charges? Why will they not remove my cards (new and old)? How have they been able to charge me via an expired card? I greatly regret ever having used their services.

  Business Response

  Date: 02/18/2025

  Hello *******,
  
  
  We thank you for letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study Pack subscription under the provided email account. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study Pack, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. 
  Located within our Chegg Terms of use (***************************************************); a subscription contractual service agreements consists of if a payment method originally used for a subscription contract expires, the financial institution can use the new payment method that replaced the old payment method to suffice/meet the contract. 
  
  We apologize immensely - due to the original charge being billed over 90 days with no prior reports of unauthorized charges, any charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.
  
  We can assure you it has been cancelled on 02/18/25. The account was closed down entirely to where it can no longer be accessed, any subscriptions initiated, nor any charges can incur from this account. 
  
  We appreciate your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:02/18/2025

  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 recently discovered that I have been charged for a Chegg subscription despite believing I had deactivated my account years ago. I graduated in December 2022 and have not used Chegg since then, meaning my account has been inactive for over two years.When I first contacted customer support, the representative acknowledged that I was eligible for a refund and indicated she could process a refund for one month. She also mentioned that her manager had the authority to process a refund for up to three months or more. However, when I spoke with that manager, he dismissed my concerns by stating that inactive and canceled are the same, and consequently, he was unwilling to process any refund, not even for the singular month that the first representative was going to do.Cheggs policy distinguishes between an inactive account and a canceled account, and I can provide proof of my inactivity as well as a recording of the conversation with the manager. Given this policy and the acknowledgment from the first representative, I believe I am entitled to at least a partial refund for the months I was charged while not using the service.Additionally, after looking into this further, I have noticed that many other customers have reported similar issues with being charged despite believing their accounts were canceled. This seems to be a recurring problem. I am seeking a prompt resolution to this matter and ask that the Better Business Bureau assist in facilitating a fair resolution.

  Business Response

  Date: 02/18/2025

  Hello ******,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  Reviewing your account with the information provided, we were able to locate a Chegg Study subscription within an ******************* email domain. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  Typically subscription charges are non refundable per our terms of use, however as a one-time courtesy we have issued a refund for the most recent 90 days of charges. Please allow 5 business days for the refunds to post back to the original form of payment. Due to the original charges on the account billing over 90 days, if you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  At this time, we can confirm the subscription has been cancelled 02/18/2024, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 02/19/2025

   
  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:02/13/2025

  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.

  My daughter used my credit card to purchase service from Chegg 4 years ago. I have been charged a monthly recurring charge of $22 for more than two years. I have taken steps to stop the charges, including reporting this to my credit card's fraud department.Chegg.com has no customer service phone number. In order to stop the sevice, you have to log in with an account, but we don't have the account login and the password reset function does not work. I need a response from the company to stop these recurring charges and seek a refund for the last ***** months.

  Business Response

  Date: 02/14/2025

  Hello ****,

  We would first like to apologize as we understand unexpected charges are less than ideal, and are here to look into this matter further for you.
  After reviewing your information listed in this complaint, we were able to locate the Chegg Study Pack subscription which began billing on 05/19/2024. No successful cancellation had been processed on this subscription, which is why charges did continue to process.

  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing cycle to prevent billing for the next months cycle. The service is not billed based on usage but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

  During your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.

  We can confirm the subscription has been cancelled on 02/14/2025 and will no longer bill you further.

  Thank you so much for your patience while we worked to get this issue resolved.

  Best,
  The Chegg Team

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22935280
  
  I am rejecting this response because:
  
  I accept that Chegg.com has cancelled the subscription. However, I would like the phone number of a person to speak with about ensuring no further recurring charges are allowed. Because the password recovery feature on their website does not work, I cannot log in to make sure the charges have been stopped. I want to completely delete the account that is generating these charges and ensure that my credit card is no longer in their system.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 02/18/2025

  Hello Lane,

  We would like to once again apologize for your recent experience with Chegg.

  If you need further assistance, please feel free to reach out through either chat, email or phone based support: ***********************************************

  Alternatively, if you prefer to contact us by phone, you can do so by navigating to this link: ***********************************************/phonenumber

  We thank you for your patience while we looked into this matter further and will now be considering this case closed.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:02/07/2025

  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.

  We signed up for Chegg online, but we had trouble using it, and the tech support said we could cancel because it was not working for us. We cancelled almost within the hour (I have the telephone screenshot of Chegg ****************** They continued to charge us three months of $19.95. We requested refund, but they only offered us one month refund. Would you please help us get the full refund of $19.95 x 3 = $59.85? Thanks.

  Business Response

  Date: 02/07/2025

  Hello ***,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  We reviewed the information provided, and were able to locate the duplicate Chegg Study subscription which began on 12/01/2024. We can confirm the account was located and the subscription was cancelled on 02/07/2025 during your recent contact with customer support.  
  
  With ******************** Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  Typically subscription charges are non refundable per our terms of use, given your recent experience we have extended a one time courtesy refund towards the most recent 90 day billing cycle, however this is the most that can be refunded on an account. Depending on your financial institution the refunds typically take within 5 business days to post back to the original form of payment.

  We can confirm the subscription has been cancelled to prevent further billing. 

  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team
  
  

  
  

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22911838
  
  I am rejecting this response because:
  

  I was never able to log on and never had a username and password so I would not be able to log on to cancel. Besides, your customer service *** on phone said it was cancelled already. Chegg company has a lot of confusion and purposely is continuing to bill me. 

  
  Sincerely,
  
  *** ********

  Business Response

  Date: 02/07/2025

  Hello ***, 
  
  We appreciate your prompt response and are here to provide clarity.
  
  Based on the information you provided in this complaint; we have located the account associated with the Chegg Study Pack subscription which started billing monthly on 12/01/2024. Per our previous response, no successful cancellation had been processed on this subscription until your recent contact with customer support on 02/07/2025, which is why charges did continue to process. 
  
  During your recent contact with customer support, the subscription was cancelled and a one-time courtesy refund of the most recent 90 day billing cycle was issued, however this is the most that can be refunded on an account. Depending on your financial institution, please allow 5 business days for the refunds to post back to the original form of payment.
  
  We thank you for your patience while we worked to get this matter resolved and will now consider this case closed.
  
  Best,
  The Chegg Team
  
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Chegg has a 10-day trial refund guarantee. If you rent a book and switch classes, you notify chegg and they reissue whatever has been paid. I made an ebook rental purchase with them on 1/24/25. Today, 2/3/25, I called in attempt to refund and cancel the purchase as guaranteed, today is the 10th day. They stated my purchase was made on 1/25/25, and that I was past the 10-day period. First, if my order was processed 1/25/25, that would make today the 9th day. Not only this, it's a guarantee that they are now declining me. This makes the guarantee not only false advertisement, but misleading as well.

  Business Response

  Date: 02/04/2025

  Hello Thalia,
  
  We would like to apologize for your recent experience with Chegg. We aim to make the return instructions as clear as possible on the order confirmation email and within our Chegg Terms of Use (***************************************************).
  
  Looking over your account, we can see the Climate Mathematics eBook ordered on 01/24/2025. All eBooks are eligible for a refund, if cancelled within 10 days from the purchase date.
  
  Given your recent experience, we have gone ahead and pushed a one-time courtesy refund through for this order. Please allow five business days for the refund to reflect on your statement. Please understand that these deadlines are set by publishers and exceptions are very rarely offered.
  
  We thank you for your patience while we looked into this matter further.
  
  Best,
  The Chegg Team