Complaints

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:06/06/2023

  Type:Customer Service 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 have been a customer of ******************** since 2017 and for the last 3 years I have been asking them to remove my personal e-mail from my account. I talked to my sales rep multiple times, tech support, opened multiple issue tickets, have been reassured that it has been resolved and I am still at square one - receiving password recovery e-mails in my personal e-mail that I wanted to close 3 years ago. When I call Wolters Kluwer and ask for customer service to resolve this issue, there is no one to talk to. Every person I talk to transfers me to someone else. Is there any customer support at this company?

  Business Response

  Date: 06/13/2023

  This inquiry has been resolved directly with the customer. We have updated all of our systems to ensure the proper email addresses are on file,removing the customers personal address. Please allow up to 2 weeks to ensure all systems are updated and synced. After this time, the customer will only have their work email listed in our systems.

  Customer Answer

  Date: 06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2023

  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 have requested numerous times to have my account canceled for the ********* product dating back to 2021. Instead of canceling the product, I was billed for a 2022 renewal in October 2022. I have requested cancellation via email and telephone.I am being told that the request was made to the wrong department and can not be honored.

  Business Response

  Date: 04/03/2023

  We have received this complaint and have finalized resolution. We apologize for the experience of the customer in this matter. We take our commitment to positive customer experience very seriously. To resolve this matter, we have canceled the contract in question, and removed the outstanding bills from our system. The customers product has been canceled for renewal in subsequent years. Again, we apologize for this experience.

  Customer Answer

  Date: 04/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/07/2023

  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 keep on receiving invoices for this company for services I never received, nor signed up for. I never retained their business, yet, I keep getting invoices. The last straw was this most recent "FORMAL NOTICE OF DEMAND FOR PAYMENT." Not sure how they can demand payment for services I never received, nor signed up for.

  Business Response

  Date: 04/03/2023

  We have received this complaint and are attempting resolution. This complaint was routed to the Tax and ********************* at Wolters Kluwer. However, this customer does not appear in our database as a client. In order to resolve this matter, we have requested additional information from the customer related to this complaint.In the interim, we are also working internally to continue to find this customer and resolve this matter promptly.

• Initial Complaint

  Date:01/19/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We tried a portal product for one year and paid for the billing that year. The next year we decided not renew the product. Two years removed and when we tried to move account and realized they won't allow it because they automatically added bills for the portal product to our account without our knowledge. The bills were not mailed or emailed to us. They added them to our online account that we would have to log into to find and there was no other notice of them being due just that we have to pay them now to be able to move. One if for a past tax year when we didn't use the product and the other is for the current tax year 2022 that we haven't used yet. We have spent hours on the phone and have still not even been able to get the current years removed. They are deceptive and unresponsive. Signing up for autopay is one thing but this is a bill they are adding behind the scenes without letting us know the bill even existed.

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 4, 2023 I purchased a book for my law class on Wolters Kluwer's website. The description stated it would be shipped within 3-5 business days and I paid for expedited shipping. However, when I called for an update, the representative mentioned that this book was "made to print" and it would take **** business days to process. Nowhere on the book's description page did it mention it was "made to print." Because of Wolters Kluwer's misleading description, I have yet to receive the textbook two weeks into the semester. Due to this, I have not been able to prepare adequately for class, which may potentially hurt my grade and standing with the professor. I am very frustrated and unhappy with the description and hope that Wolters Kluwer will be more honest with its descriptions in the future.

• Initial Complaint

  Date:01/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Wolters Kluwer is charging me for a CPE subscription for my CPA that I did not authorize. I have lists of all of the classes I have taken to keep up with my continuing professional education (CPE) for ****** which proves I have not used this product and did not sign up for this. I did take two classes in 2018 and at that time entered my company credit card to take the classes. They used that to try and subscribe me for 4 years (2019, 2020, 2021 and 2022) after those two classes. This was done without my knowledge. I am disputing these charges and they continue to say I owe the money.

• Initial Complaint

  Date:09/30/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 contacted Wolters Kluwer on July 27th to get a reconciliation of our account because we needed them to accurately apply credits to our account. I've exchanged phone calls and emails with 7 representatives at their company, but no one is able to provide me with a reconciliation of the payments we've made to them and the invoices that they've applied each payment to. I provided them proof of the payments we've made (copies of payments to them that have cleared our bank account) and requested that they accurately apply the payments to our account. They keep promising that someone will respond to my request by a certain date, and then failing to respond by the date given. They have closed my support case three times now, without providing any response or explanation, and I have to keep reopening the case. They are now levying late fees on our account. I've written a letter of complaint to their **********************************, but they still have not responded to me. Can you help me, please? It seems that they do not have a functioning accounts receivable department.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/20) */
  The complaint was received 10-18-2022 and the company has begun the process of evaluating the complaint and reaching out to the person and company that placed the complaint.
  
  
  Consumer Response /* (3000, 7, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company's response is incomplete. On Tuesday, October 19, 2022, I was finally contacted by a sales rep at Wolters Kluwer asking me what the issue is. After I forwarded her the attached response and documentation, the late fees were removed from our account. However, the July invoice is still showing as open on our account, and the credit of $2,034.56 still needs to be applied to this invoice (see attached). Also attached are: my emailed response to the sales rep dated 1-19-22 and the documents that I sent to her (Final summary of payments and invoices, list of invoices on our account as of 10-19-22, and Letter of complaint). I would like our account to be updated AS SOON AS POSSIBLE, since this issue has been open for almost 3 months now.

• Initial Complaint

  Date:09/29/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 purchase my first software with this company on April 29,2022. I canceled with a representative on the phone the very morning, as soon as the business opened. I was told by the representative
  ***************** that he would be out of the office on until Tuesday. I sent an email to customer service on April 30,2022 and also an email to the Rep on April 30, 2022. The rep kept calling me to get me to keep the software. I had to contact my credit card company to dispute the Transaction because the wait time on hold is forever. I request to cancel again on May 2, and May 10, 2022. How many times do you have to make a request for cancelation. It is now September and I received an invoice on software that was not used and I will never used It. I still have an open invoice and they will not cancel it. I have all emails and phone records to prove my request to cancel. Cancelation policy is within 30 days. I request to canceled more than once in a 30 day period. If i requested to cancel more than 3 times why would you continue to contact me and harrass me to keep the software. This company will not close my invoice and are trying to charge me past the cancelation policy. This is against the law. As a customer I should not have to beg to cancel anything or request a refund.
  

• Initial Complaint

  Date:09/20/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 placed an order for a Fixed Asset software, finally received the download on Friday 2/25/22, and after both I and my IT company had challenges with the installation, found the instructions for using the software did not match what rendered on my screen. After several hours fighting with it Saturday 2/26/22, I gave up and did my calculations manually in an ***** file instead. My IT company uninstalled it the next business day (Monday 2/28/22), and the Wolters Kluwer rep (and managers also on the email) indicated the order would be canceled. I have received multiple statements, sent multiple emails (and received multiple assurances it's been referred to a manager and is being addressed), spent hours on the phone trying to get this canceled and I continue to receive statements. Another invoice was added on 5/1/22, and now yet a third on 8/1/22, so they are trying to bill me for a software that didn't work and add new orders I did not initiate.
  

• Initial Complaint

  Date:09/20/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Wolters Kluwer******************************* keeps sending a bill for prepaid services they provided in 2020. First, the service was provided on a prepaid basis, and it will be impossible to use the ***************************** website without prepayment. Second, the service was paid for by my ex-employer directly, and I do not have any confirmation or receipt.
  I spoke multiple times with different representatives, and they all promised to fix the issue, but I continue to get a collection letter.