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: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

• 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.

  ********* continues to bill our credit card although we have told them several times to stop. At the end of ***** I had a lengthy conversation with the company and was promised no more charges. Now I discovered they have been charging me again ******** I called the company, the rep seemed quite pleasant and helpful, then hung up on me.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/21) */ Hi *****, We're sorry to hear about your recent experience with ***** thus far as we understand unexpected charges are less than ideal, and we're here to look into this matter further for you. Upon reviewing your information associated with this complaint, we were unable to locate an account matching your description. We've gone ahead and sent a separate email to further assist in locating the charges. We look forward to helping you out. Thank you, The ***** Team Consumer Response /* (3000, 8, 2022/06/22) */ ******** Totally ************* If the company had not hung up on me twice its ********* would have all the necessary information to review my complaint. I will be responding to their email but in the meantime, please keep this complaint open. Thanks, ***** Business Response /* (4000, 10, 2022/06/28) */ Hi *****, We deeply apologize for the experience you've had so far upon contacting customer support. We're happy to make sure that we set things. Please respond to the separate email sent to the email address associated with this complaint in order to continuing working to resolve this matter. Thank you, The ***** Team Consumer Response /* (4200, 12, 2022/06/29) */ Totally unacceptable response to date. I have not heard anything except crediting me the one charge AFTER I had already advised them to stop! (I am asking for credit for the past six months since originally I had asked them to stop billing in December 2020.) Please down grade this company. Future customers should know, once signed up, there is no backing out of monthly fees.

• 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.

  ***** kept charging me for somthing I stopped using even after my card expired. Then after calling customer support and being told I would get a refund, the charges continued. I then called again months later and was hung up on after reaching out to a supervisor.

  Business Response

  Date: 06/28/2022

  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. Due to the nature of recurring payments, the subscription is set to bill until a successfully cancellation has been made. During your recent contact with customer support, we can see the subscription was successfully cancelled on *********** If you have questions surrounding your payment method, we recommend reaching out to your bank or financial institution directly. We can see you had attempted to reach out on ********** to cancel the ********** subscription. We deeply apologize for the experience you have had with ***** so far. We will ensure to forward this feedback to the appropriate team. We went ahead and issued the refund. You will see the funds back onto your original form of payment within the next 5 business days. We can confirm the membership was cancelled on ********** and will no longer bill you further. We thank you for your ******** while we worked to get this matter resolved. Best, The ***** Team

• Initial Complaint

  Date:06/15/2022

  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.

  On 6/5/2022 my fiancee got a notification from ***** about some terms of use violation - which blew our minds because she doesn't account share or do anything remotely user-violating. The rep told her not to worry about it; that sometimes the system flags accounts mistakenly - not a big deal (or that's how they sold it at the time). She tried to get onto her account today and found that it was deactivated. She spoke with the customer "service" reps at *****, who told her that they reserve the right to terminate accounts at ANY time, for ANY reason, and provide no explanation (The only information we got (and we had to pull teeth for it) was that her account had been gotten onto quickly a couple of times during that 1-2 day period. Which, yeah - she would log on, check her work, and get off. So if she needed to check multiple times, she would repeat the process - and apparently ***** will deactivate your account for that because it "seems suspicious". So it's a known issue - they just can't be bothered to lift a finger to actually help the customer in this case. Instead, they're like "yeah, well, it may have been that - but if it was, well, your loss. Maybe don't get on ***** if you need help with more than one thing at a time).So I call ***** myself. Eventually I get on the phone with a supervisor "***" who confirms it for me - she even says that, yes, I'm correct, when I tell her that it sounds like ***** is basically saying "We'll close your account without consulting you, even if it's a mistake, and refuse you a refund. The rep my ******* spoke to gave her the nothing solution of "well you can always make an ********* - they claim to be worried about fraud, but encourage people who supposedly are ************** to give them more ****** So they're not trying to stop fraud on any level. They just exploit the system for more money. The cherry on top was that they also wouldn't ****** her the payment for this month (paid in advance) - ****** behind "it's our *********

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hello *****, We first would like to apologize for your experience with ***** Study. We definitely aim to make sure account investigations are done in a thorough and timely manner. We were able to locate the account by searching with the information associated with this complaint. We can see that activity on the subscription, such as multiple devices registering on the account simultaneously, combined with other usage patterns, triggered an alert that there may be more than one person using the subscription. When this happens the account is temporarily suspended, in order to investigate the account more thoroughly and get back to you within 48 hours with a final decision. ***** Study allows for up to two devices to be registered to the account, and just one browser at a time. If the service is being used accordingly in this way, there should be no issue with accessing ***** Study. We apologize for any issues that you encountered while using the service. We can confirm that the subscription has since been cancelled as of June 5th, 2022. ***** Study is non-refundable per our terms of use. However, we were able to provide a refund for the most recent charge as a courtesy. The refund will take up to five business days to process back to the original form of payment. We thank you for your patience while we looked into this further and are now considering this case closed. Best regards, The ***** Team Consumer Response /* (3000, 7, 2022/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Throughout this entire process ***** has been doubling down saying they will not issue a refund. We called them, texted them, messaged them, and each time we were given NO helpful info. They just dug their heels in, citing their "policies" about how they deem an account to be terminated - and they NEVER explain anything. We've heard the whole "account accessed blah blah times" more times than I care to recall and, when we correct them about what actually happened that day, in that timeline, we get a shrug, argument on semantics, and a ************ that makes one question their business practices. They CLAIM to have waited 48 hours, but that alone doesn't match what we were told on the phone - which was that the account was suspended then cancelled in the same day. None of their reps, including supervisors, can seem to get their collective story straight and they fought us tooth and nail for a single ************************ payment. While I concede that this "one time" refund accomplishes the bare minimum "resolution", the fact that I had to involve both the *** and ********** (in addition to waiting several days) to get to this point is just unacceptable. In order for them to credit us a ******** month of service after arbitrarily closing her account mere days into said month, we had to jump through what felt like endless hoops as we were met with callous, if not blatantly ************* and ************* ********* So we'll be taking the refund - but that's not a true resolution. That's just them returning a ******* payment after conducting the most perverse customer "service" actions I've ever seen. I thank the *** for its involvement. We've said our piece; we wanted anyone with a potential working relationship with ***** to know what their company is like. I've no interest in following up with ***** further. Business Response /* (4000, 10, 2022/06/21) */ Hi *****, We again apologize for the your experience upon contacting customer support. We appreciate your feedback following the encounters you had when contacting, and we will follow-up with those necessary. Thank you, The ***** Team

• Initial Complaint

  Date:06/15/2022

  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 not been able to access my subscription to use it this month as it says I have reached my max amount of devices and swaps for the month. I use my same devices and browsers and wifi therefore I should have not reach my max amount. I asked for a refund for this month as it was just billed yesterday and they refuse to give me a refund. I plan to report this to my bank and stop payment if they will not give a refund.

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hello *******, We first would like to take a moment to apologize for your recent experience with *****. Under our terms of use a subscription may be used by only one user. We understand students access ***** Study on more than one device and we allow users to use more than one device utilizing device management. Device management allows you access to ***** Study on multiple devices, but you must register your devices on your account. You can register up to two (2) devices at any given time, and you can remove and replace up to one (1) device once every thirty (30) days. You can view and manage your registered devices by going to your My Account page and then to My Devices. Based on the information provided in the complaint, we can see the ***** Study subscription started on *********** No successful cancellation had been processed on this subscription until *********** 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. Looking over the account, we can see this has been resolved. While the ***** Study service charges are non-refundable per our terms of use, we can see a one-time courtesy refund was issued during your recent contact with customer support on *********** 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. We can confirm that the subscription has been cancelled on ********** and will not bill you further. We thank you for your patience while we worked to get this matter resolved for you. Best, The ***** Team

• Initial Complaint

  Date:06/13/2022

  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.

  Unauthorized charges seems to be a consistent thing with this company. On 6/13/22 I reached out to company due to a reoccurring charges monthly for $16.18. I graduated college over a year ago, and cancelled my subscription upon completion. They could not locate charges for my email. I gave them transaction details along with screen shots of the charges. I was told the charge was not connected to my email address but a community college email address from over 7 years ago. I explained that i have been continuously drafted from a card that did not exist at the time I attended the community college. I also stated that this card did not exist then due to me just opening the account with said card in 2019. So this is not possible. They proceeded to issue me a partial refund instead of a full year refund. They didn't even attempt to fix this issue of obviously fraud. They only cancelled the subscription and gave me back most recent draft. $ I want my full year worth of drafts back $194.16. I honestly don't understand why these charges are just now coming up if its connected to an email over 7 years old that I no longer have access to. The charges start upon my completion of college. Nothing prior to that.

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/06/13) */ 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 ********** and it was cancelled on *********** 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 ******** "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 ************** per our terms of use, a one-time courtesy refund was redeemed on your recent contact, however these would be the most that can be processed. You will see the funds back onto your original form of payment within the next 5 business days. If these charges are being claimed as unauthorized by the cardholder, this would need to be resolved directly with your bank/financial institution. We can confirm the membership was cancelled on ********** and 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:06/12/2022

  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.

  In October 2021, I subscribed to ***** for my sister. On October 27, 2021 I received an email from ***** indicating that my subscription had been "deactivated" due to suspicious activity on the account. On November 2, 2021 I received an email from ***** explaining that they had investigated the account and would like to have it reinstated. I responded to ***** advising them that I was dissatisfied with the service, the deactivation of my sister's account without explanation, and other issues I had. I advised that I was not interested in ***** and had sought a different study provider for my sister. I realized today that my account was still reinstated and that I was being charged monthly. I contacted customer service and they indicated that they could only refund 90 days. I am highly dissatisfied since it is clear that I was not interested in reinstating the account. In addition, I had created a new account for my sister and was being charged for that one as well (so I was being charged twice). Given that ***** deactivated the account, and given the fact that I advised them not to reinstate that account, I believe it is their duty to refund. I expect 100% refund and would not be satisfied with anything less. I would appreciate if this is investigated and resolved.

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/06/13) */ Hello ********, We would first like to apologize for the difficulty you had in receiving a clear explanation of the status of your account and next steps when an account is suspended for unusual activity. With the information provided on the complaint for both accounts found we see that activity on the subscription , such as multiple devices registering on the account simultaneously, combined with other usage patterns, triggered an alert that there may be more than one person using the subscription. When this happens the account is temporarily suspended, in order to investigate the account more thoroughly and get back to you within 48 hours with a final decision. In this case, it looks like the subscription access was reinstated following the completion of the investigation on ********** for the first account found and ********** for the secondary account. We are able to see that the most recent 90 day cycle was refunded on one of these accounts when you last reached out to support and as a one time courtesy we will extend this to the original account billing as well. However this is the maximum amount of refunds we are able to extend on an account. If you wish to seek additional refunds, we suggest reaching out to your financial institution directly Thank you for your patience while we got this resolved for you. Best, The ***** Team Consumer Response /* (3000, 7, 2022/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response. This is ridiculous that ***** is requiring that I contact my financial institution. The attachment shows an email from ***** stating my account was "deactivated." Nowhere in the email does it state that the account was "temporarily suspended." Deactivated is a clear term. Additionally, my attachments also show an email from me to ***** advising them not to reinstate my account. ***** owes me a FULL refund - nothing less. Business Response /* (4000, 9, 2022/06/21) */ BBB CASE#: ******* Hello ********, We would first like to apologize for any confusion regarding your ***** Study subscription. This resulted in a lot of time invested on your end for a response you ultimately found unsatisfactory and we have taken that experience into consideration. ***** is priced for single-person usage so we don't allow account sharing. We have flags for unusual account usage that usually indicate account sharing. Reviewing the email sent after the account was suspended, we see that it indicated the account was deactivated when it was only suspended and reinstated after a 48 hour period. We are consistently looking for ways to improve the student experience and appreciate you taking the time to provide this feedback regarding the account sharing email received. We will work to improve communications surrounding the initial suspension email to address concerns from our students in regards to the investigation process. In extenuating circumstances, an account may be able to process additional refunds outside of the most recent 90 day billing cycle. We have determined you were eligible for receiving additional refunds and have processed these for you today. The money will be returned within 5 business days and you will be receiving separately emailed confirmations of the refund processing. We thank you for taking the time to provide this feedback and wish you luck in your studies. Best regards, The ***** Team Consumer Response /* (2000, 11, 2022/06/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving this matter and providing a full refund.

• Initial Complaint

  Date:06/06/2022

  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.

  After I cancelled my account with ********* all little over a year ago, today is *****.com is still charging my **** account for services not required by me.

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/06) */ 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 ***** ***** Pack subscription. The subscription on started on 02/03/2021. No successful cancellation had been processed on this subscription, which is why charges did continue to process. With ***** *****, 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. During your recent contact, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days, any further charges would need to be resolved directly with your bank, financial institution, or PayPal. Our billing department will work directly with your bank or financial institution to resolve. We can confirm the subscription has been cancelled and deactivated when you reached out to customer support on 06/06/2022. We thank you for your patience while we worked to get this matter resolved. Best, The ***** Team Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want a refund for 17 unauthorized transactions. I have canceled my ************ at minimum 4 times. In addtion, I reached out to ****** ********************************************* account for help *** years ago. I told him ********* has been notified 3 times to close each account (2 total) and this is a reoccurring problem with *****'s billing department. I was told each time any open accounts would be closed by customer service, but it's lip service! Consumer Response /* (-5, 8, 2022/06/06) */ ***Document Attached*** This is what Chegg.com customer found 17 transactions costing me $****** that Chegg.com stole from me! Business Response /* (4000, 10, 2022/06/07) */ Hello *******, We want to ensure all active accounts are cancelled if any and look into resolutions. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so we can look into this matter further. Best, The ***** Team

• Initial Complaint

  Date:06/06/2022

  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.

  Purchased a subscription to the service, graduated, cancelled the service, and they have since charged me for 5 months of service. I requested a refund and they would only refund one month. Please look into when I cancelled, when I last logged in, and refund what I am owed.

  Business Response

  Date: 06/08/2022

  Business Response /* (1000, 5, 2022/06/06) */ 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 on started on 01/05/2022. 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. As a one-time courtesy, we were able to process the refunds during your recent contact, however those would be the most that can be processed. We see the maximum refund of the most recent 90 days was issued when you reached out to customer support on 06/06/2022. 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. We can confirm the subscription has been cancelled and deactivated when you reached out to customer support on 06/06/2022. The cancellation and refund confirmation have been sent to your e-mail. We thank you for your patience while we worked to get this matter resolved. Best, The ***** Team Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cancelled my subscription prior to 2/13 on your website. This is ridiculous. Business Response /* (4000, 9, 2022/06/07) */ Hello ****, We want to again apologize for any unexpected charges. As previously stated, the most recent order on this account was a ***** Study subscription which started on 01/05/2022. No successful cancellation had been processed on this subscription until 06/06/2022, 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. As a one-time courtesy, we were able to process the refunds during your recent contact, however those would be the most that can be processed. We see the maximum refund of the most recent 90 days was issued when you reached out to customer support on 06/06/2022. We can confirm the subscription has been cancelled and deactivated on 06/06/2022. 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, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cancelled...period.

• Initial Complaint

  Date:06/06/2022

  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.

  December 2020 I'm a depressed college ******** who's ***** ************ fell through the ****** after a tough year back to ******** I've lost ****** dollars in a ************ because of my struggle with mental health and ********* academic ************ ***** has ****** to met my ************ in ********** *** grace by ****** a poor college student even more ********* and sad over the current **************

  Business Response

  Date: 06/22/2022

  Business Response /* (1000, 5, 2022/06/07) */ Hello ********, We would like to apologize for your experience with ***** thus far and are here to look into this matter further. After reviewing the information provided, we were able to locate the ***** ***** subscription which began on *********** No successful cancellation had been processed on this subscription until your recent contact on *********** which is why charges did continue to process. With ***** *****, 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 ********** of the student. While the ***** ***** service charges are non-refundable per our terms of use, one-time courtesy refunds were redeemed on your recent contact, however these would be the most that can be processed. You will see the funds back onto your original form of payment within the next 5 business days. Please understand that now that the refunds have been processed, the account is now ineligible for refunds moving forward. We can confirm the membership was cancelled on *********** and will no longer bill you further. We thank you for your patience while we worked to get this matter resolved. Best, The ***** Team