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:06/04/2022

  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.

  Hello, On 6/4/22, I spoke with 2 ***** reps to inquire about unauthorized charges made on my credit card. FYI- I DO NOT have a subscription with *****; however, my cousin does. I used my credit card via her account to purchase a book that only ***** had available. There was no option provided to me to approve for my credit card to be saved or to be used for future purposes. My cousin wants to maintain her subscription however she was unaware that her credit card on file had expired. She had never received any form of notification and neither was I informed of how the monthly fee would be paid. Instead of ***** notifying either of us, they used my credit card to charge the subscription fees. All of this could have been avoided had ***** notified the originator of the account that their card had expired. However, I was charged ****** on March 3, April 4, May 19, and June 3. I spoke with 2 ***** representatives; they stated that they could not refund the payments on (Mar 3 & Apr 4) due to the timeframe of which I'd inquired about the unauthorized payments. I am asking for my credit card to be deleted from the payment system and that I receive a full refund for all 4 payments. I look forward to any correspondence via the contact information that I've provided!

  Business Response

  Date: 06/08/2022

  Business Response /* (1000, 5, 2022/06/06) */ 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 a ***** Study subscription that was started on ********** however, it does not appear this subscription was ever paused or canceled until reaching out to support ********** which is why charges did continue to process. We can confirm that the subscription is now successfully cancelled as of *********** Subscriptions can be cancelled anytime by visiting "My Account" on *****.com, clicking "Cancel" and completing the steps to cancel. You can also contact customer support to cancel the membership. 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 we do not send monthly reminders for the subscription charges, the terms of any subscription are listed during the checkout process and again in the order confirmation email. We can see when the subscription was set to bill for the monthly renewal, the original method of payment failed after the February 2022 renewal cycle and moved to the next available card on file which we see was added from a previous textbook order on the account. While the ***** subscription charges are ************** per our terms of use, reviewing the contact when you reached out we were able to process the last 90 day billing cycle on the account. As a one time courtesy we've extended this to the remaining charge that was billed. The remaining refund will be returned within 5 business days to the original form of payment and we can see that this card has successfully been removed as well. Thank you for your patience while we got this resolved for you. Best Regards, The ***** Team Consumer Response /* (2000, 7, 2022/06/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received my full refund! Thank you BBB for coordinating this request!

• Initial Complaint

  Date:06/04/2022

  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.

  The company keeps charging my credit card for automatic subscription when i have never signed up for service .

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/06/06) */ 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:06/02/2022

  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 asked for a full refund, I was told I was getting a full refund and they only gave me a partial refund. I did not authorize ***** to take out multiple payments, just 1 because I cancelled the service. ****** kept dropping my chat on purpose when I asked to speak to a supervisor.

  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 Pack subscription. The subscription started on 11/12/2021 and it was cancelled on 06/02/2022. 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. We see the maximum refund of the most recent 90 days was issued when you reached out to customer support on 06/02/2022. 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 06/02/2022. 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.) Telling me to work with my bank to reverse the charges is unfair. Since I cancelled the subscription in December, I shouldn't have had any of those charges. 90 day policy needs to be reversed and I want a full refund for unauthorized charges. The only one I authorized was for $15 all of the charges for $20 need to be refunded. Business Response /* (4000, 9, 2022/06/07) */ Hello *******, We would again like to apologize for your recent experience with *****. Reviewing the account billing, our records show zero indication of a cancellation until your recent contact on 06/02/2022. Please refer to the cancellation confirmation email sent to the email address on file for your reference. Per our terms of use, ***** Study charges are non-refundable. The most recent 90 day cycle was refunded as a courtesy. As previously stated, this would be the most that can be refunded. If these charges are deemed as fraudulent and unauthorized, please reach out to your financial institution to notify. 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.) This occurred in the last 6 months, not a year plus ago, so the 90 day policy is illegal and needs to be reversed in order to refund these fraudulent charges. I don't consider the case closed until I get a full refund, not a partial.

• Initial Complaint

  Date:06/01/2022

  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.

  ***** keeps charging my checking account $14.95 monthly for over 2 years. I have spoken to them on the phone, numerous times, I emailed back and forth, contacted them on Twitter. I switched my debit card several times, yet, somehow they continue. They keep promising this would stop. I am sick and tired spending my precious time on the phone with them, they are very rude and demeaning. I have never been subscribed to their service, but they would usually say: "You were probably subscribed and you don't remember... Would you like to cancel the service?" I have looked online, there are a lot of people that have similar experience. How do they manage to do this? At this point they have stolen hundreds of dollars from me.

  Business Response

  Date: 06/28/2022

  Business Response /* (1000, 5, 2022/06/02) */ Hello ********, We would first like to apologize for any unexpected charges you may be seeing. We take matters of your information and security very seriously. 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 ***** Team Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** has been charging me monthly subscription fee of ****** that I never authorized them, since 2019. I have complained repeatedly, spent a lot of time on the phone with them, and with my bank, exchanged numerous emails, reported them to *** in ***** they promised they would resolve the situation. They continued charging my credit card. I have changed credit cards since several times, they managed to charge me still. On ********** I contacted BBB yet again and spoke to ***** again. Their representatives asked me for a credit card number they were charging. I provided it, but they couldn't find it in their system. Finally, the ***** representative said that they couldn't help me, because they needed the credit card number from ***** when they first started charging me. They wanted me to believe that they were still charging credit card I had in **** and since I couldn't remember that number, they couldn't do anything about it and will continue their unauthorized charges. What do I do now? Business Response /* (4000, 9, 2022/06/14) */ Hello ********, We want to again apologize for any unexpected charges. As previously stated, we have sent a separate message to the email address listed in your contact information. We need to verify some information to resolve. Please respond there so that we can get this matter resolved for you. Best regards, The ***** Team

• Initial Complaint

  Date:05/31/2022

  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.

  I had a monthly subscription that I knew absolutely nothing about, the card that they were charging expired on 5/31/2021 and they continued to charge me expired credit card. The credit card company Credit One should have never allowed the charge to go through, but they did. I was completely failed by both companies, and each company is pointing fingers to the other one. I wouldn't be allowed to buy anything online or in person using an expired credit card, so I'm not sure why they continued to charge me a monthly fee on an expired credit card, and they never reached out once to ask me to update my credit card, which would have alerted me to the fact that I was paying for a subscription that I knew absolutely nothing about. I want the 10 charges after 5/31/21 that were charged to my credit card refunded to me immediately.

  Business Response

  Date: 06/02/2022

  Business Response /* (1000, 5, 2022/06/01) */ Please be advised a refund in the amount of ******* has been issued. Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is what should have happened when I brought this to their attention a month ago, but I appreciate your taking care of this for me.

• Initial Complaint

  Date:05/31/2022

  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.

  ***** is rejecting my transactions, supposedly due to "fraud." I attempted to resolve this with their customer service department, via text (XXX-XXX-XXXX). I requested that this be overridden, and if they could not do this, to put me in contact with a supervisor, or the fraud department/appropriate department to override this. They would not tell me what the specific issue was, would not fix it, and would not put me in contact with anyone that could help. Possible reasons that they gave me were: 1.) Problem with my bank/card. I called my bank and determined this was not the case. 2.) Billing details do not match what is on card. This is not the case. My bank has verified there is no problem with the card, and the merchant (*****) is the one rejecting it. I need the fraud department or whoever to fix this ASAP. If any further verification or documentation is needed, I can provide it. I just need to know what that is.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/06/01) */ Hello *******, We would like to apologize for your recent experience with ***** thus far. We aim to make the checkout process as clear as possible and can see this expectation was not met. When the order on ********** was placed, an authorization fee was taken out of your balance to give you temporary access to the service. After it was successful, our system tried to charge again, but the payment didn't push through leading to subscription cancellation. Although it'll show you've been debited, the funds will be available once your bank financial institution releases the funds (typically after 5 business days). There are multiple reasons why your bank or credit card company can decline a charge attempt. It's best that you contact them for a detailed explanation. Please review to see if the info you entered is accurate, if you're using a gift card/prepaid card (which our system sometimes do not accept), or contact the customer service number of your bank or payment provider for assistance. We thank you for your patience while we looked into this matter further. Best, The ***** Team

• Initial Complaint

  Date:05/25/2022

  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.

  3 ****** of being double ******* for same ******** ******* on the ******* ******** one time charge of ************** credit card statement reflect ****** being ******* twice on (one time for two consecutive ****** No other ***** branch has credit card info associate to specific credit card being ******* other than ***** study.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/26) */ 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 a ***** Study subscription that was started on *********** in addition to the account email address that was provided in this complaint which reveals a separate subscription that was started on *********** However, it does not appear the subscription started on ********** was ever paused or canceled. We can confirm that the subscription is now successfully cancelled as a result of this complaint being filed on ********** Subscriptions can be cancelled anytime by visiting the "My Account" page on *****.com, clicking ********** and completing the steps to cancel. You can also contact customer support to cancel the membership. 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 we do not send monthly reminders for the subscription charges, the terms of the subscription are listed during the checkout process and again in the order confirmation email. While the ***** subscription charges are non-refundable per our terms of use, we've gone ahead provided a courtesy refund for the most recent billing cycle. This refund will be returned within 5 business days to the original form of payment. 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 Regards, The ***** Team

• Initial Complaint

  Date:05/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On *** **** I subscribed to ***** *****, which provides a user with a ********* ********** pass to textbook ********* and expert ********** for ******* However, the information that I was able to access through the subscription was largely incorrect. I put a ******** ****** to many of those responses to indicate that they were wrong, per *****'s user input. Such content is supposed to be answered and provided by ************ and if that is the case, why was it frequently wrong? I called customer service at XXX-XXX-XXXX to cancel my ************ (before it ******** and request a refund (for the reason previously ******** The first agent that I spoke with was able to cancel my ************* but said her "support team" denied the refund. I asked to speak with someone from the ********* ****** to further understand why. I was then transferred to ***** who had such a hostile and impolite tone, to discuss. I explained to her the situation and completely disregarding everything that I said, she stated there will be no refund to my card. I asked her if we were able to break that down, so I could understand why a refund is not possible, but she was ********* and claimed she was the *************** person that I could speak with. I had no other option but to file a complaint with the **** and I am requesting that the ****** be ******** to my card ****** in *****

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/23) */ Hello ******, We would like to apologize for the experience you've had regarding the content on ***** *****. We are sorry to hear that the solutions you received were unhelpful. While we do aim for questions to be correct, ***** does not guarantee the accuracy or quality of answers or other study material that appear on the services, some of which may be posted by other users. Given your experience, we have gone ahead and processed a one time courtesy refund on your most recent ***** ***** charge and deactivated the service. Please allow 5 business days for that to reflect on your end. Thank you so much for your patience while we worked to get this issue resolved. Best, The ***** Team Consumer Response /* (2000, 7, 2022/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much to the *** for its assistance in receiving a resolution. I waited until the refund was processed and posted on my end to accept Chegg's response.

• Initial Complaint

  Date:05/18/2022

  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 requested that ***** cancel my membership on *** ***** **** and ***** did not cancel my membership. On *** **** ***** I saw ***** charged my account for monthly services at ******* I immediately contacted ***** to find out why the charged to my account when I had requested to cancel my membership the previous day. They proceeded to cancel my account after our conversation, and they said per company policy they do not provide refund to customers. I see this issue as an unethical business practise. I need a full refund. I should not be charged because I requested my membership to be canceled.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/19) */ 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 03/18/2022. 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. Looking over the account, it appears this has since been resolved. During your recent contact, we see the subscription was cancelled on *********** While the ***** Study service charges are non-refundable per our terms of use. As a one-time courtesy, we were able to process the 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. We can confirm the membership was cancelled on *********** and it 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:05/18/2022

  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.

  In 2018, I signed up for ***** for our son for usage for 4 months. Since that time, I was billed ****** every month even though the ***** service was never accessed or used. I was never notified of the monthly charges being assessed to my card and even the card expired. In fact ***** sent marketing emails but never sent a receipt or notification of there monthly billing. Even when my credit card expired in January ***** ***** went to my credit card company and obtained authorization to keep billing me even though they knew there was no access of usage on the ***** platform since ***** I called them today to cancel and was told that they would only refund ****** back to my card as is their maximum by company policy, not the additional approximately **** they owe. I would like my money refunded for when the last date the service was accessed. I find their business practices fraudulent and hope that they can be stopped.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/19) */ 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 a ***** Study subscription that was started on ********** however, it does not appear this subscription was ever paused or canceled until reaching out to support *********** We can confirm that the subscription is now successfully cancelled as of *********** Subscriptions can be cancelled anytime by visiting "My Account" on ********** clicking "Cancel" and completing the steps to cancel. You can also contact customer support to cancel the membership. 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 we do not send monthly reminders for the subscription charges, the terms of any subscription are listed during the checkout process and again in the order confirmation email. While the ***** subscription charges are non-refundable per our terms of use, reviewing the contact when you reached out we were able to process our system's maximum refund of the last 90 day billing cycle as a one time courtesy, however those would be the most that can be processed. This refund will be returned within 5 business days to the original form of payment. 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 Regards, The ***** Team