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:07/09/2022

  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 never created an account with *****, nor have I used their services. Over a year ago 3 charges of ****** showed up on my bank statement. My bank disputed the charges, sent my husband and I new debit cards and the funds were returned. About 6 months later I noticed the same charges on my statement. Again, the bank disputed the charges, we got new debit cards, and the funds were returned to our account. When I contacted ***** about the charges they were not able to stop the charges because they can not find an association with our debit card numbers and a particular account. Again last month I saw the charges pop up on my bank statement. When I did a search on my bank website I learned that they have been taking three charges of ****** out of my account every single month (as far back as my bank search will go). I spent hours on the phone with ***** again, and again they can not stop the charges because they can not find where they are coming from. My bank is only able to dispute the last 3 months of charges. We are out at least ***** and ***** told me last time on the phone that they will no longer work with me to resolve the problem. I can not get a supervisor or manager on the phone. I can cancel my bank account, and that my or may not help solve the problem, but it doesn't get any of my money back.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/12) */ Hello *********, We would like to apologize again for the experience you have had with ***** so far. We want to get this matter taken care of for you as soon as possible. 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 *** business days for your financial institution to reflect the applicable amount of refunds to post back into your original form of payment. 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. We have reviewed the conversation during your previous interaction. We appreciate you letting us know about your experience. We will pass **** feedback to the appropriate team. Thank you for your patience while we worked to get this resolved for you. Best, The ***** Team Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I still don't have any money back. Business Response /* (4000, 9, 2022/07/25) */ Hello *********, We would like to apologize again for your experience with *****. We are here to look into this matter further for you. After reviewing the refund details, we can see there was an error processing the funds back onto the original form of payment resulting in the refund to fail. 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, The ***** Team

• Initial Complaint

  Date:07/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  transactions date from ******* to present day ******** - In the amount of *********** - for a total of ******* I have contacted *****.com multiple times in regards to these charges - and was told that they would cancel the service and refund the previous 3 months. As it turns out my *** was being charged from an account with an email address that isn't mine. I have ********* *****.com again, to get no response other than to file a dispute with my ** company to escalate this further.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ Hello *****, We would like to apologize for your experience with ***** thus far. We understand unexpected charges are less than ideal and are here to look into this matter further for you. We've reviewed the information provided in this complaint and believe we have located the account billing you. We've sent a separate message to the email address provided in this complaint so we can discuss further. We thank you for your patience while we looked into this matter further. Best, The ***** Team

• Initial Complaint

  Date:07/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my account. The account information on the website confirms this fact. I'm still being charged monthly.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Hello ******, We would like to apologize for your recent experience with ***** thus far. Reviewing your account, it looks as though while you had cancelled your recent subscription on **** ** ***** your previous subscription was on a ********* set to resume on **** ** **** which is why a charge did occur. We've gone ahead and deactivated this subscription and refunded the recent charge. Please allow five business days for this to reflect on your statement. We thank you for your patience while we looked into this matter further. Best, The ***** Team

• Initial Complaint

  Date:07/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On ***, **** received a fraudulent charge for ****** from this company. Disputed the charge with my bank and had a new debit card issued. On **** *** I had another fraudulent charge for ******* I contacted the company to report the charge. Was told that a refund could take up to five days. After getting off the phone I checked my bank account and had another charge from this company for ******* Contacted about that one. Was told that the billing department could see the $14.99 charge but not the ****** charge. I want a refund for the ****** and assurances from this company that I WILL NOT be charged by them again.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ Hello *******, We would like to apologize for your experience with ***** thus far. We understand unexpected charges are less than ideal and are here to look into this matter further for you. We've reviewed the information provided in this complaint and believe we have located the account billing you. We've sent a separate message to the email address provided in this complaint so we can discuss further. We thank you for your patience while we looked into this matter further. Best, The ***** Team

• Initial Complaint

  Date:07/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a onetime purchase of a textbook from this company in January. They have continued to charge me for a subscription that I didn't sign up for.

  Business Response

  Date: 07/08/2022

  Business Response /* (1000, 5, 2022/07/07) */ Hello ******, We would first like to apologize for the difficulty in getting this subscription cancelled, and we're here to look into this matter further for you. After reviewing the information provided, we were able to locate the ********** monthly subscription for ************ ************ that was started on ********** and has since been cancelled as of *********** While our e-textbooks are normally non-refundable after obtaining the e-textbook for more than fourteen days, we were able to process a one-time courtesy refund for the most recent subscription charge during your recent contact, however this would be the most that can be processed. The money will be returned within 5 business days and you will be receiving a separate email confirmation of the refund processing. Thank you for your ******** while worked to get this matter resolved. Best Regards, The ***** Team Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't sign up for any subscription. I made a onetime purchase. You continued to charge me unbeknownst to me. Yes, I should have looked at my bank statements before now, but that doesn't excuse your ********* practices. Business Response /* (4000, 9, 2022/07/08) */ Hello ******, We would like to apologize again for your experience with ***** thus far. This order for Managerial Accounting was ordered as an ***** monthly ************ which started on *********** No successful cancellation had been processed on this subscription until ********** which is why charges did continue to process. We've resent the original order confirmation which includes the terms of the subscription for you to review and for your records. As previously stated, the refund that has since been issued on this order is the most that will be able to be processed. We thank you for your patience while we looked into this matter further and will now be considering this case closed. Best, The ***** Team Consumer Response /* (4200, 11, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can consider it closed as you wish. You scammed me out of money and you get to go on your merry way. Your practices are shameful, and you know it. Which is why you have 1 star on every review I've read since. I should have done my homework before using your shady business.

• Initial Complaint

  Date:07/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #: ******** was accidentally created and when I contacted the agent he was rude and saying I couldn't get my money back because I received one last time but I was actually thinking about purchasing the account but didn't see my courses and accidentally purchased it instead of closing. I want my $14.95 back and I should be able to get my money back if I chose to.

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/07/05) */ 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. 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. While the ***** Study service charges are non-refundable per our terms of use, we were able to process a refund on the most recent charge. The money will be returned within 5 business days, and you will be receiving an email of the refund processing. Please understand that now that the refund has been processed, the account is now ineligible for refunds moving forward. We can confirm the subscription has been cancelled during your recent contact. Thank you for your patience while we got this resolved for you. Best, The ***** Team Consumer Response /* (2000, 7, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as I get my refund I'm good

• Initial Complaint

  Date:07/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an online subscription with *****.com for several months. I cancelled this subscription in March or so of 2022, and I have still been charged a recurring subscription of $16 per month since.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/05) */ 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 the information provided, we were able to locate the ***** Study subscription. Looking over your account, we can see the ***** Study subscription started on *********** No successful cancellation had been processed on this subscription until your recent contact on *********** which is why charges did continue to process. With ***** Study, the subscription is set to **** 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 *****.com, 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. While the ***** Study service charges are non-refundable per our terms of use, we were able to process refunds on the most recent 90-day cycle, however those would be the most that can be processed. Please understand that now that these refunds have been processed, the account is now ineligible for refunds moving forward. The money **** be returned within 5 business days, and you **** be receiving separately emailed confirmations of the refund processing. We can confirm the membership was cancelled during your contact on *********** Thank you for your patience while we got this resolved for you. Best, The ***** Team

• Initial Complaint

  Date:06/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made one purchase in **** from *****. After that I did not notice that they started billing me monthly for ****** for homework help services. I began using the ******** app to monitor monthly subscriptions and they noticed that I was being billed by ***** every month. Today I called ***** directly and they did not have any account under either of my 2 email addresses. They did, however, have a similar email address associated with this billing and my billing information. I think that they got wires crossed and that I have possibly been paying for someone else's subscription. My two email addresses are ****************** and ******************* The email this billing was under was **************** which I do not have. What I would like is for the past ** billings of ****** (starting in *********** to be refunded to me. I did not request or utilize this service, could not log into their account to stop it, and have never approved being billed for this. On the phone, however I was able to STOP the subscription today ************ Please help me if you can, to get a refund.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/22) */ Hello *****, The ***** Writing Monthly subscription located on the ***** account was acquired through a 3-day Free Trial offer. With the 3-day trial that can be redeemed with ***** Writing, you would have free access to tools for proofreading and checking papers for grammar errors, citations, and more. Following the expiration of the three day free trial period, the ***** Writing subscription will be renewed each month until you cancel. You can cancel your subscription anytime by visiting the "My Account" page on *****.com, 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 a membership at any time. While the ***** Writing service charges are non-refundable per our terms of use, we were able to process a one-time courtesy refund of the most recent ****** cycle, however those would be the most that could be processed. You will see the funds back to the original form of payment within the next 5 business days, and you will not see any additional charges from this account going forward. Upon further review, we can see that the membership was successfully cancelled on *********** Thank you for your patience while we worked to resolve this. Best, The ***** Team Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** did not have a valid log on to the site, so he could not have used it. They did not have a valid email address for him. The email they have does not belong to *****. We aren't sure how they got his banking info. He did not sign up for a 3-day trial. We would like all 18 charges refunded. This is a scam. Business Response /* (4000, 9, 2022/06/23) */ Hello *****, Reviewing the accounts with the information provided in this complaint, we can see that a cancellation was made on the subscriptions on ********* which is why charges did proceed until this date. As an exception, we were able to process the most recent 90 day billing cycle as a refund. However, any additional charges would need to be resolved directly with your bank or financial institution. Our billing department will work directly with your bank or financial institution to resolve. At this time, the subscription is cancelled so no further charges will continue. We thank you for your patience while we worked to get this matter resolved for you. Best, The ***** Team

• Initial Complaint

  Date:06/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon canceling my ***** service a day or so after a charges filed on my card, having not been using it. I contacted their customer service for a refund and they told me that they can always give a refund at least once, there's always an exception to do that. Although their typical policy is to not issue a ****** for services ********* In this case, I had not utilized their services for some time. When I attempted to cancel the representative helping me on the phone told me that he was unable to do so because there was a block on my account for a refund for some reason that he was not privy to. When I was *********** to the floor manager, ********, she told me she was also unable to issue a ****** as there was a system block on the account, that she also could not see at it was ************* When I asked if there was anyone higher I could speak to to override this to get my refund as I had not used the service, she ********** me that there was no one higher in the company that could override such a block. I have never heard of a company being *********** unable to issue a refund and no one in the corporate structure including the **** as she told me, because I asked, could override this. Many subscription services have similar verbiage in their terms of service regarding refunds. They didn't even want to issue me a prorated refund reflecting the three or four days gap since it had been renewed, to my ************* which I would have been satisfied with. The corporate avarice to keep *** instead of having positive consumer ******** and customer relations is ********** and evident by the numerous complaints filed to the Better Business Bureau and on online review sites.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/17) */ Hello *********, We apologize as we understand unexpected charges are less than ideal and are here to look into this matter further for you. After reviewing the information provided, we were able to locate the ***** Study subscription. The subscription started on 02/13/2022 and it was cancelled on 06/17/2022. No successful cancellation had been processed on this subscription, which is why charges did continue to process. 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 *****.com, 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. While the ***** Study service charges are non-refundable per our terms of use, we went ahead and issued a one-time courtesy refund. You will see the refund back onto your original form of payment within the next 5 business days. Please understand that now that the refund has been processed, the account is now ineligible for refunds moving forward. Again, we apologize for your experience with *****. We will ensure to forward your feedback to the appropriate team. We can confirm the membership was cancelled on 06/17/2022, and it will no longer bill you further. We thank you for your patience while we worked to get this matter resolved. Best, The ***** Team

• Initial Complaint

  Date:06/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 6, 2021, I signed up for a three day ***** writing trial, I used the service to review one essay, and then on December X XXXX, I thought I canceled the writing trial. Unknowingly, I continued to be charged for a subscription I wasn't using or was aware I still had. ***** Study normally sends emails every month that you are charged. I received one email about being charged for ***** Writing, which I didn't see, and never received another email about being charged. I only realized that I was being charged when I went through my bank account transactions, and ***** Writing was flagged as a reoccurring payment. I only used the service once and believed to have cancel it. I was hoping to at least receive a partial refund, due to me being unaware of the charges. I attempted to discuss this with customer support but they didn't offer much information on the issue.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/21) */ 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 subscription's lifespan and management. The ***** Writing Monthly subscription located on your ***** account was acquired specifically through a 3-day Free Trial offer. With the 3-day trial that can be redeemed with ***** Writing, 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 ***** Writing subscription will be renewed each month until you cancel. You consent to ***** automatically charging your payment method on file each month after any free trial period until you cancel. You can cancel your subscription anytime by visiting the "My Account" page on *****.com, 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. While the ***** Writing service charges are non-refundable per our terms of use, we were able to process a one-time courtesy refund of the most recent ****** cycle, however those would be the most that could be processed. You will see the funds back to the original form of payment within the next 5 business days, and you will not see any additional charges from this account going forward. Upon further review, we can see that the membership was successfully cancelled on *********** Thank you for your patience while we got this resolved for you. Best, The ***** Team