Complaints

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

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  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:02/03/2025

  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.

  On the 1 Feb 25@ 2006hrs your company Chegg **** from Santa ***** tried to take out money from my UK bank account and I'm curious as to why when I have never used you before and did even know your company existed until the date above. I am not a study nor do I need any text books etc and have never ordered any from yourselves nor the UK based company and find it alarming that someone from your accounts department or whoever can access my bank account when I live million miles away. Luckily the bank declined it and I have frozen my account and card. I would be grateful if you would refrain from trying to take money out of my account when I already don't have much to live off.

  Business Response

  Date: 02/03/2025

  Hello *****,  
  
  We would first like to apologize for any unexpected charges you may be seeing. 
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you. 
  
  Best regards, 
  The Chegg Team 

• Initial Complaint

  Date:01/31/2025

  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 have requested my account be deleted. I have tried calling just to be hung up on. I have tried sending requests to cancel on their chat, they say noone is there and they'll get back to us. They don't. I tried to have all my data deleted and they don't respond. They continue to try and take money out of my account. I go to account cancellation instructions and follow them. Yet where they say the cancel button is, it says go to MATH website. When I go there and click cancel my membership, it sends me back to the original help cancel page, which sends me back to mathware, over and over again. On their ******** there are several people disgusted with the cancellation process and that the customer service team simple doesn't answer people.

  Business Response

  Date: 01/31/2025

  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 a Chegg Writing monthly subscription which began on 01/01/2025, we do not see a successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  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, we have extended a one time courtesy refund towards the most recent billing cycle towards the 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 on 01/31/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:01/29/2025

  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.

  I have been an avid user of ********************'s services for nearly four years. I no longer need their services. After multiple times of asking them to remove my payment details I have come up on the losing end. I get asked where did i purchase it? how did i get it? what email? etc.... Everything checks out according to the operator and I am told they're stopping any further payments then I get hit with another attempted charge. This has been going on for a couple months and I cant afford to keep letting it slide. Something needs to be done they're ripping people off like this its a scam.

  Business Response

  Date: 01/29/2025

  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 a Chegg Study subscription under a gmail email which began on 03/22/2024. We do not see a successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  Reviewing the previous interaction with support this account was indicated that it may belong to someone you know. However during this contact a Mathway subscription was confirmed to be cancelled.
  
  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: ***********************************************************
  
  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 towards both accounts billing, 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. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  We can confirm each subscription has been cancelled on 01/29/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.

  Best,
  The Chegg Team

• Initial Complaint

  Date:01/27/2025

  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 canceled my subscription to Chegg, Inc. in October 2024. They are still charging me monthly through ******. I tried using their chat to resolve the issue, and they said they would contact me later when someone was available during their hours of operation... it was already within that time frame (11:17 am Pacific Standard Time)! Then, I got their number from BBB (I asked the chat for a number and was COMPLETELY ignored/disregarded); I called and was on hold for over 27 minutes, and I finally hung up because I could not ever talk to a real person. I cannot cancel my ****** subscription regarding Chegg, Inc. They told me to do that at Chegg, Inc. I HAVE canceled there! Will I be charged forever? This is so frustrating. I would never recommend signing up for services with this company.

  Business Response

  Date: 01/27/2025

  Hello *******,
  
  We would like to apologize for any confusion surrounding the subscription on your account and its billing. We do aim for transparency in our interactions and would be happy to explain the subscriptions lifespan and management.
  
  The Citation Machine subscription located on your Chegg account was acquired specifically through a 3-day Free Trial offer. With the 3-day trial that can be redeemed with Citation Machine, you would have free access and will be billed at the start of the third day. Following the expiration of any free trial period, your Citation Machine Monthly subscription will be renewed each month until you cancel. You consent to Chegg automatically charging your payment method on file each month after any free trial period until you cancel.
  
  After reviewing the information provided in this complaint, the 3-day free trial offer started on 01/23/2024. No successful cancellation had been processed on this subscription on this account, which is why charges did continue to process.
  
  With Citation Machine, 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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  While the ************************ charges are non-refundable per our terms of use, we see one-time courtesy refunds were issued for the most recent 90 day billing cycle, however these would be the most that can be processed on the account.
  
  We can confirm the membership was cancelled on 01/27/2025 and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 01/27/2025

   
  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:01/23/2025

  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 purchased a text book from this company in July of 2024. In September of 2024 *********** began charging me for a subscription that I did not sign up for. I was charged a total of ***** of which the company refuses to refund. *********** also closed my account without my permission and refused to reopen it so that I could see the status.

  Business Response

  Date: 01/23/2025

  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 09/16/2024. This subscription was a stand alone membership and was subscribed after the textbook purchase 07/12/2024. 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 01/23/2025, and will no longer bill you further. Since the charges were claimed as unauthorized, we have taken precaution and closed the account to prevent additional access.
  
  We thank you for your patience while we worked to get this matter resolved. 
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22850010
  
  I am rejecting this response because: I never signed up for this service. After some research, I see many people have had the same issue and even found a class action law suit in ********** for this very problem. I did not try to cancel because I had no idea I had been erroneously subscribed. I would like my ***** refunded promptly.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/27/2025

  Hello *****,
  
  We would like to apologize for your recent experience with Chegg.
  
  Reviewing your response, it does appear that these charges were claimed as unauthorized or fraudulent. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution.
  
  We can confirm the subscription has been cancelled on 01/23/2025 and the account has been closed.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22850010
  
  I am rejecting this response because: Again, these are unauthorized charges. I will accept nothing but a full refund. I did not receive nor sign up for a service from your company, therefore I will not accept being charged by your company.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/29/2025

  Hello *****,
  
  We appreciate your prompt response and are here to provide clarity.
  
  If this are being claimed as unauthorized we are unable to issue refunds on the account due to the original charge on the account billing over 90 days. We recommend that charges are disputed through your financial institution. Our team will work directly with your financial institution once disputes have taken place.
  
  Per our previous response, while we were not able to reach your desired resolution, we will not be altering the one provided.
  
  We can confirm the subscription has been cancelled on 01/23/2025 and the account has been closed.
  
  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

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22850010
  
  I am rejecting this response because:

  I will not close this case or stop until I receive my refund. Unfortunately, your company will lose a lot more than ***** by scamming me. I plan to post that you have stolen my money and the scam that you are running on all of the private school parent sites and request that they spread the word. You will lose many many customers on book sales and will hopefully not be able to rip off others as well.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary. I would like confirmation that there are no costs involved. 

  Sincerely,

  ***** *****

  Business Response

  Date: 01/31/2025

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********,  and find that arbitration is necessary.

   

  We have communicated the following with the user directly:

  Hello *****,
  
  We would like to apologize for your experience with Chegg thus far and are here to investigate this matter further.
  
  Typically, subscription charges are non-refundable per our terms of use, however one-time courtesy refunds can be issued towards an account as an exception. Given your recent experience we have extended these towards your account for the duration of the subscription. 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 each subscription has been cancelled on 01/23/2025 and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Thank you,
  
  The Chegg Team
  

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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 being charged for a subscription that I do not have. I signed up for one month and promptly cancelled. I have been charged for 18 months! I have tried to contact Chegg but the customer service number says you have to go on line. I go on line and have to wait forever for a real person and that person did NOT look at all the statement charges I included. Everywhere else shows I have NO subscription yet I am still being charged. They could not explain why and will only reverse one charge. HORRIBLE customer service. I warn anyone to NOT get a subscription to this sight. Total FRAUD and SCAM. They claim to be educational all the while they are STEALING from you.

  Business Response

  Date: 01/22/2025

  Hello *******,
  
  
  We understand and apologize immensely for any inconveniences you are experiencing. 
  
  After reviewing the correspondence you had with Chegg Support, they identified an account with the email **********************************. Our support team issued a refund for one month which you will see in 5 business days. Investigating further, this was the incorrect account. We identified an account with the email Stei****************************** with an active Chegg Study subscription purchased on 06/13/23. 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 in addition to the one month refund that was issued on the incorrect account. 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 01/22/2025, so no further charges will continue.
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:01/17/2025

  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.

  Chegg is an online site that copies students homework. I thought it was a tutor site to help me determine how to solve problems.I called (after trying to find the number numerous times and trying to chat). I spoke with someone who cancelled the membership over the phone. There was a free trial period, then you cancel after. I have a cc I do not use, and this was the card used for this purchase. I got an annual statement and Chegg has charged me every month since May. They said they will only refund me one month. I waited in the chat while the chat *** said he was getting someone to help me. He has not come back and I am still waiting. I was a refund for a service that should have been cancelled.

  Business Response

  Date: 01/17/2025

  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 05/06/2024 as a stand alone membership, not as a free trial. 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: ***********************************************************
  
  Typically subscription charges are non refundable per our terms of use, during the recent contact with support 01/17/2025 we see they were able to 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. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly due to the original charge on the account billing over 90 days.
  
  We can confirm the subscription has been cancelled on 01/17/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 01/18/2025

   
  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.
  

  They only refunded me 90 days back. For anyone seeking a study option, I would choose someone else. Filing this complaint received a response immediately, all other communication is nearly impossible.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/17/2025

  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 have tried to cancel CHEGG Study multiple times, but they make it so difficult. When I try to call customer service, only a robot answers and nothing gets resolved. I have since cancelled my CHEGG Study membership, but they keep charging my credit card, which EXPIRED in 2022. I am STILL receiving notifications that CHEGG is still charging the card till now. How is this legal?? They make it so difficult to cancel and even charge expired cards. If this continues, I would have no choice but to take legal actions, as this is unethical and it feels like were being taken advantaged of. SHAME on you CHEGG!!

  Business Response

  Date: 01/17/2025

  BBB CASE#: 22824305
  
  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 Chegg Study subscription which began on 04/05/2018. We can confirm the subscription cancelled 08/23/2021.
  
  Upon further review we were able to locate a secondary account with the information provided on this complaint under a gmail email billing. This subscription began 08/23/2024, however 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: ***********************************************************
  
  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 towards both accounts billing, 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. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  We can confirm each subscription has been cancelled on 01/17/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:01/14/2025

  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.

  Ordered a subscription of Chegg Study November 26th, 2024. Before the one month period was over, I cancelled the subscription. Chegg has attempted to charge my account beginning on Dec. 20, 2024. I tried multiple times to go back in to cancel again. My only option is to re-subscribe. This shows I am cancelled. There are attempted charges to my card January 1, 2, 3, 4, 5, 6, 7 and 8 of 2025. I first want them to stop trying to charge me. Second, make it easier to cancel for good. The internet is full of people who are stuck trying to cancel Chegg and stop them from charging monthly fees.

  Business Response

  Date: 01/14/2025

  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.
  
  We reviewed the information provided, and were able to locate the Chegg Study subscription which began on 11/12/2024. The billing cycle was set to renew on the 12th of each month. We do not see a successful cancellation had been processed on the subscription which is why charges did continue to ********** avoid a charge, the subscription would need to be cancelled prior to the renewal cycle.
  
  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: ***********************************************************
  
  The charge attempt you are seeing is for the billing month of December 2024. Based on the method of payment, a select number of attempts will be made to try and capture a charge. Reviewing the account we see a final attempt was made 01/11/2025 but failed due to insufficient funds. If the December billing cycle is successful, we suggest reaching back out to our support team to assist with a refund. ***********************************************
  
  
  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 November billing cycle. 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 each subscription has been cancelled on 01/11/2025 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

• Initial Complaint

  Date:01/14/2025

  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.

  I am attempting to cancel my Chegg subscription; however, the site and app are set up in a way that does not allow this. For starters, logging into the browser on my desktop computer asks me to verify my identity by entering a code sent via email. The catch is that it doesn't send a code, so there is no way to verify. Then I logged in through the app (which sent a code just fine), but in order to cancel through the app, it takes you to a browser that asks you to verify your identity via email (that it doesn't send). I tried to call the company but was left waiting for customer service. There is no way to log in to cancel my subscription.

  Business Response

  Date: 01/14/2025

  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 Chegg Study subscription which began on 06/06/2024. We can confirm the subscription cancelled 01/14/2025 and was the account located when you reached out to support 01/14/2025. 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: ***********************************************************
  
  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. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  We can confirm each subscription has been cancelled on 01/14/2025, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team