Complaints

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

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  eCampus.com

  2373 Palumbo Dr Lexington, KY 40509-1047

  
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  eCampus.com

  2415 Palumbo Dr Lexington, KY 40509-1116

  

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:07/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a textbook from Ecampus on Jan. 20, 2023. When I opened the book, the binding separated and made the book difficult to use, but I tried because I needed the book. I returned the book on March 8, 2023, because it was becoming unusable with a note explaining what had happened. I kept checked to make sure it had been received, but there were not any updates. Finally, in April, I contacted them to make sure they had received my note and the book, but I received no response. I had my UPS receipt so I let it go assuming everything was fine. On June 17, two weeks after the book was due, I received an email telling me the book was damaged and I would need to pay for it. I tried to communicate with them and attached my documentation in various email conversations. Yesterday I found they have charged my credit card without authorization. If there was a problem, I should have notified immediately upon Ecampus receiving the book, not three months later.

  

  Business Response

  Date: 07/17/2023

  Thank you for contacting eCampus customer support,

  We have reviewed your order/account. Per our rental policy, if an item is received in unacceptable condition, students have 30 days to report any damage to our customer service team. The item you returned was damaged, therefore, the book unusable as a future rental. As you have been a long-time customer, as a courtesy to your, we have refunded the rental purchase charge back to the original payment method. Please allow 3-5 business days for the refund to process and post. We vlaued you as a customer and appreciate your business. If you need any further assistance, please let us know.

  Thank yo8u for choosing eCampus!

   

  Customer Answer

  Date: 07/25/2023

   
  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 if my credit card is refunded. As of 7/25/2023, I have not received the credit. In the future I would suggest ECampus contact the consumer if there is a problem, and not wait 93 days to address an issue..
  
  Sincerely,
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/07/2023

  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.

  Date of Transaction: 6/30/23 / Amount: $69.18 / Dispute: My debit card was used fraudulently by someone on their Marketplace to buy a book Did they help?: I used their chat online numerous times over several days, but they could care less about me being the victim of fraud by whoever used their site to place an order with my stolen card information. Nature of the dispute: 1. I have never used *********** therefore I don't know the order number, etc. so don't ask me! 2. My name, billing address, and card number were used to place an order. 3. After that information was used, a book was shipped to a fraud buyer in El Paso, TX and delivered. ***** the *********** chat representative, looked up the order under my name. He gave me the email address of the buyer, the UPS tracking number, and the name of the book. The email was someone else's name (probably fake). **** could not see the shipping address was to Texas and not to me in FL. How does this happen?... I think eBay and Amazon know if the billing and shipping address were different? He also told me to contact UPS... like how do they fix this fraud? After contacting UPS, the shipping label was created using the fraud buyer's Texas address, but they wouldn't give it to me. So the billing address was mine in FL, but the shipping was to El Paso. After I reported all this back to **** the chat guy, he said we can't find your order! Then we can only refund when it's delivered (I said it was today...7/6/23), then he said it can only be refunded when it was returned from the wrong address. I replied, "what don't you understand here?... it's not being returned... they got their fraudulent order!" The Big Picture: Literally any business would have already realized this is a fraud. I have spent hours on this because it's amazing how little they cared about a NON-CUSTOMER being a victim of their system. The answer is always just contact someone else like your card or UPS. But, they could care less that I have a dozen accounts linked to the card that I now have to change. If I get a generic response without a refund, I will continue to report to the Texas Financial authorities with the UPS tracking and email address of the buyer. Why wouldn't eCampus just contact the Marketplace seller who allowed this?

  

  Business Response

  Date: 07/18/2023

  Thank you for contacting customer support,

  We have reviewed the order under you name as well as the Marketplace seller account. The seller account has been placed on hold until further notice. We have refunded the order back to the original payment method at this time. Please allow 3 to 5 business days for the refund for process and post. If you need any further assistance regarding this matter, please let us know. We apologize for the inconvenience and frustration this must have caused you.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********  
  I received notification on 7/19/23 that I would receive a refund in 3-5 days. Still haven't received a refund as of 7/24/23. I am responding prior to my BBB complaint expires after 7 days.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/27/2023

  Thank you for contacting customer support,

  We have reviewed this order. A credit was issued on 07/26/28, we have also communicated this with the credit card company. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 08/28/2023

  
  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,
  
  ***** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/05/2023

  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 was charged an incorrect late fee for a book that was digital. When talking to customer service, they insisted a physical copy was sent, that I never received. I was charged $85 and I’m being requested to return a book I never received . They refused to refund me and have kept the incorrect charge on my account. When asking how to contact the vendor as ecampus refused to help me the service worker left the chat.

  

  Business Response

  Date: 07/17/2023

  Hi *******

  Thank you for reaching out. We have reviewed your order and refunded the rental purchase charge in full, back to the original payment method at this time. Please allow 3-5 business days for the refund to process and post. If you need any further assistance, please let us know. We apologize for any inconvenience this may have caused you. We look forward to serving you in the future.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/18/2023

  
  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.
  

  My only question is if the funds will be on my new card connected to the cashapp that originally purchased from

  *** ****************

  CVV 461

  EXP 01/29

   

  
  Sincerely,
  
  Ashton Davis

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  . I sent a message in regards of how eCampus offered to refund me. As the original purchase method card is now completely different. So I have not and will not receive my refund unless it is sent to the card number and information attached below.

  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/26/2023

  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 ordered a book for school and used it for the term. I repeated all the steps that were required to return the book. The company is claiming I didn’t return the book and charged me the full amount for the book. I actually returned two, one back in January and one in June over three weeks ago. They are claiming I didn’t return the book, I don’t have the book in possession and they must because I sent it accordingly. I have no clue where else the book could be and instead of them figuring that out they charged me card.

  

  Business Response

  Date: 08/04/2023

  Thank you for contacting customer support,

  We have reviewed your account. You were charged for the non-return of ISBN ************** We do see that both return labels were created within your MyAccount, however, only one label has been scanned into UPS tracking at this time. If you have the UPS receipt confirming the return of the item, feel free to provide that, so we can further investigate this matter.  

  Thank you,

  eCampus

• Initial Complaint

  Date:06/23/2023

  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 January 2, 2023, I ordered two textbooks from eCampus for the semester. Those books were due back to eCampus on June 2, 2023. The textbooks were both used in good condition. On or about May 10, 2023, I sent the textbooks back via prepaid UPS shipping and they were still in good used condition. To my knowledge, the textbooks arrived and were processed for return. Until six (6) weeks later on June 23, 2023, my account was charged with $333 by eCampus. When I contacted eCampus customer service via online chat, they claimed that one of the two textbooks was damaged and that I would be charged for it. When I sent the textbook back it was in good used condition and I had no control of what happened within the six (6) weeks after I returned the textbooks. I am not confident that the textbook eCampus is referring to was even mine since I returned it in May and I received notice of alleged damage six (6) weeks later. I attempted to contact a customer service supervisor about this mistake and eCampus failed to speak with me after multiple attempts to speak on the phone with someone. This is clearly an erroneous, if not malicious, charge by eCampus.

  

  Business Response

  Date: 07/06/2023

  Thank you for contacting eCamps,

  We apologize for any inconvenience or frustration this matter has caused you. We have reviewed your account, the rental purchase charge was refunded in full, back to the original payment method on 06/26/23. If you need any further assistance, please let us know.

  Thank you,

  Ecampus

• Initial Complaint

  Date:06/21/2023

  Type:Delivery 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.

  We are a small program within a community college. We strive to keep students in school. We have a book lending library. When books are no longer needed we sell them to companies. We have used ECampus a few times and they are not paying for the books that they said they would. Once they receive our books they send a statement that they have to hold these books for an undisclosed set of time and stating they have to prove these are genuine books and not copies or fakes (no other book buy back company does this). As of today they have not paid us for the books they owe us for. 12/23/2022 (*******) we sent them a box of books total $58.45 and on 2/6/2023 ********) another box for $113.75. I have sent them 4 emails without any response from the company. It is a crime to keep our books and not pay. False advertising to say they will then they don't. I need help getting this company to pay. We are a small program and every dollar we get goes to help students stay in school. Please advise or contact this program on our behalf. They should not be allowed to remain in business.

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus,
  We have reviewed your account regarding books that were sent in and not paid. Order ******** ISBN ************* 1 copy and ************* 2 copies, were damaged, therefore we could not accept them as a buyback. We will be happy to email photos of the damaged items so you. To request photos, please email [email protected]. Order ******** ISBN ************* 2 copies received damaged, Per our policy books that are received damaged will not be paid out. If you have any other questions or concerns regarding this matter, please visit our help desk at **************************************.We apologize for any inconvenience this has caused. 
  Thank you,
  eCampus

  Customer Answer

  Date: 07/06/2023

   
  Complaint: ********
  
  I am rejecting this response because: They still have about 9 other books they have not paid for. We sent 2 boxes of books and if they reject some, that's fine, but we want to be paid for the rest. This was from February, and it is now July. 

  
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 07/20/2023

  Thank you for contacting eCampus,

  Per our policy, we cannot pay for books that are received with excessive wear, water damage, or damaged in any way.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/25/2023

   
  Complaint: ********
  
  I am rejecting this response because: They only account for 2 or 3 books out of 2 boxes of books that we sent them. They are not all damaged, only a small percent. They have not paid for any of the other, not damaged, books. They are not a good company. They take books and don't pay for them. I started reading their reviews which are terrible and I will not be advising any student to use them. I will do what I can to discourage any student or staff from using their company. 

  It does not appear we are going to get anywhere with this company. They just keep saying the same thing. I don't expect to get paid for the few damaged books but I do expect to get paid for the rest of the books we sent them. 

  Sadly disappointed. 

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:06/20/2023

  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 returned all of my rental books for the Spring 2023 semester at the beginning of May. I logged onto Knetbooks to make sure the whole process was done and complete. Knetbooks said I didn't return one of my books, even though I was 100% sure they were returned. After reaching out multiple times over the course of a month, I never got a response and then was charged the full amount for the book because, "I didn't return it on time." I later then got an email saying if I returned the book with in 2 weeks of the email date, I would get a 50% refund. I reached out AGAIN and finally got an answer. They said the reason I was charged was due to a "damaged book." So after a month long of getting emails saying I never returned my book, Knetbooks had magically found my missing book? Then they said it was damaged and that's why I was charged. So my question is, why didn't they charge me for the book back at the beginning of May when all my books were originally returned? Because they are deceitful and were trying to get money out of me. They were not accommodating or even trying to understand my case. My book was not damaged and was returned on time. They scammed me out of $150+ dollars and there is nothing I can do because it is a he said/she said case. It just proves my book was actually returned on time because they were somehow able to find my "missing" book, they just never updated it in the system. The attachments show that I was getting emails saying my book was never returned (even though it was) but THEN all of a sudden they mysteriously had the book and it was damaged, they were just never going to say anything.

  

  Business Response

  Date: 07/06/2023

  Thank you for contacting Knetbooks,

  We have reviewed your account and order history. You are a valued long-time customer; therefore we have decided to refund the rental damage fee. Please allow up to 5 business days for the refund to process and post. We apologize for any inconvenience this may have caused you. In the future if you have a rental with damage, please let us know right away.

  Thank you,

  Knetbooks

• Initial Complaint

  Date:06/20/2023

  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 ordered several rental textbooks from eCampus.com for my last semester of law school. One of the textbooks had a loose/peeling cover, and I accidentally tore a small piece of it (in no way effecting the usability of the book). Several weeks after returning the books, I notice a $300 charge to my bank account and shortly after receive an email explaining that the book was "damaged" and that I would be responsible for paying for the replacement. I checked their long list of terms and conditions, and sure enough they say that is how they do it. I purchased the book "used" which only costs $200 (and I already paid $90 for the rental) so I was very confused where the $300 number came from. I was told by a very rude customer service agent that it is their policy to charge me for a brand new version of the textbook, and to not subtract any money for the tendered rental money. This is a very shady business practice and they are taking advantage of lengthy contract terms to charge a college student over 3 times the original paid for value (without warning). I would like for them to refund at least half of what they already took out of my bank account. I am a recent law graduate with no job for the next few months as I prepare for the Virginia bar. I would also like for the BBB to investigate this shady business practice.

  

  Business Response

  Date: 07/20/2023

  Hi ******

  We apologize for any inconvenience you may have experienced regarding your order. The rental purchase charge was refunded in full on 06/20/23. If you need any further assistance, please let us know.

  Thank you,

  eCampus

  Customer Answer

  Date: 07/21/2023

  
  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,
  
  ***** ********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/18/2023

  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.

  Date of transaction: 6/12/2023 Amount of money withdrawn from my account without prior authorization nor investigation: $287.99 What the business committed to provide: Nothing Nature of the dispute: In early January 2023, I rented three textbooks from this company through the website Knetbooks.com. Shortly after on 1/7/2023, I received an email from SiteJabber on behalf of Knetbooks requesting confirmation of my order along with a review. One of the textbooks was in poor condition. To record the condition in which the textbook arrived, through the link provided in the email, I submitted written comment along with supporting photos. After returning the textbook in the same condition it was initially received, the company charged an unauthorized amount of $287.99 from my account. Upon disputing the charge, the company's customer service department has refused to investigate the manner in which I submitted my review because it was not done the way they now, in hindsight, describe it should have been recorded. As a customer, I could have never known that I was supposed to take different action because the email states that responses submitted through the link were received by Knetbooks and used to provide customer service. I have requested to escalate the issue further, but customer service has refused. I have requested that Knetbook investigate by contacting SiteJabber because they should have access to my response as per the terms of the email, but they have refused. I submitted comment in the way I was instructed but now the company refuses to acknowledge it and investigate. No, the business has not tried to resolve the problem. Order No. ********

  

  Business Response

  Date: 06/30/2023

  Thank you for contacting eCampus!

  Per our rental policy, if an item is received in unacceptable condition, students have 30 days to report any damage to our customer service team. The item you returned has water damage to pages and the cover, therefore, the book unusable as a future rental. I have attached the only review I could find from Sitejabber, which is a 5 star review. If you have any other questions or concerns regarding this matter, please visit the help desk at *************************************** We apologize for any inconvenience this may cause. 

  Thank you,

  eCampus
  
  

• Initial Complaint

  Date:06/16/2023

  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.

  In Feb 2023 I rented a used book from Ecampus.com for 70.92. This book can be purchased used for $85. The order number is ******** As other previous complaints the company made an unauthorized charge on the credit card in the amount of $165.47. This brings the total amount for the book to $236.39. I did not have access to my email so attempted to return the book to an address listed online. The book was returned back to me. I have since received access to the email and have sent the book again using their returned label. I should further mention they do not have easy access to customer service. Previous emails for a different email address were sent but left unanswered. I have the receipt of UPS package being sent. I also attempted to call with the number provided on this site but it is not the customer complaint number. I was only instructed to send complaint by email and wait for response. I believe their charges are unjustified and they will be able to continue to rent this book to others. In my original order I believe I provided my cell number and address. There were no attempts to notify me by the business other than an email. Please review my complaint in conjunction of other complaints filed by previous customers.

  

  Business Response

  Date: 06/22/2023

  Thank you for contacting eCampus!

   Our policy for rental items is that they must be in transit on or before the due date using the prepaid label we provided. As your item was not in transit in this time frame and we received no prior request for an extension, your account was charged for the non-return fee of the purchase price for the item. Per policy, so long as you can return the item to us within 15 days of the original due date, you are eligible to receive 75% of this charge back to your account. Once the item is checked in at our facility, the 75% refund of the rental purchase charge will be refunded back to the original payment method. If you need any further assistance, please visit our help desk at ***************************************

  Thank you,

  ****