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:04/09/2025

  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, my name is ****** ********, my son ***** ******** signed up for this service and he is a minor. He didnt realize he had the cancel the subscription before it was charged the annual rate was charged. I have since made him cancel it but I want to make sure my money is returned. Here is the invoice number and the last 4 digits of the card used 64DB9D2B-0002- 9594Payment method Thank you so much for your help in this matter. ******- 9594

  Business Response

  Date: 05/02/2025

  Hello Team at the BBB, 
  
  With recent communications and the resolution from our Customer Success Director to ****** we were able to get her her refund and pay extra attention to her concern looking for the right thing to do. She was satisfied with our resolve and wanted to remove the BBB complaint herself. I wanted to share the emails with you all where she states this where she was uncertain on where to do this. 
  
  She was refunded for this matter and her feedback was taken to improve future transactions to prevent situations like this. 
  
  If you need further information or have any further questions please do not hesitate to reach out. 
  
  Best regards,
  Mindgrasp

  Customer Answer

  Date: 05/07/2025

  Please review negative review.

  Customer Answer

  Date: 05/07/2025

   
  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. Please remove the negative review from your site.
  

  Sincerely
  
  ****** ********

• Initial Complaint

  Date:03/11/2024

  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 signed my son up for a premium account at Mindgrasp.AI. However, I have cancelled at least THREE TIMES within their platform, I’ve emailed several times, and I continue to get charged $14.99 per month. I have tried to remove payment method in the platform and am locked out from updating. I have not received any response and finally entered a notice that I am filing a complaint with BBB.

  Business Response

  Date: 03/24/2024

  Hello to whom this may this concern,
  It was reported by ***** ******* that she mentioned canceling her subscription multiple times on the date of March 9th of 2024. We have only 2 emails from Mrs ******* that were sent to us via 2 separate emails, [email protected] & [email protected]. I have provided a record of Mrs *******s inquiry leading to a reimbursement on the same day from one of our support team members. Mrs ******* has yet to respond back to us till this day. As shown from our payment processors and database Mrs *******s son **** *******s account subscriptions in both ****** & ****** have been canceled. In ****** the requested refunds were made immediately when our team members' investigation on the same day of receiving their emails led to uncovering that Mrs ******* indeed canceled their subscription months prior. **** *******, her son whose email  ******************* was associated with one of our subscription plans should have received the reimbursement of those transactions within 10 days of the refund being issued. 
  There was another single separate ticket regarding changes to their account payment method but was also immediately resolved on august 25th, 2023. Our customer support team stays diligent and actively resolves these disputes & customer inquiries on a daily basis as shown from our data and from our ticketing system. Our team honors any mistake that was made on our end involving any of our customers  because our company's customer centric focus on providing value to others.
  
  Attached for your reference we have included proof of the communications, cancellation forms, the payment processor's information, and our database subscription documentation. This is so you may see everything we have relating to this customer's history to aid in resolving this matter appropriately. 
  
  

  Customer Answer

  Date: 03/30/2024

  I’m not sure how to follow-up. I hope this is the correct format. In short, we did hear back from Mindgrasp via email, but wanted to make sure there were not continued withdrawals from our account. We will be watching our account closely for the next few months. We did make at least three requests to cancel our subscription. Two of those requests to cancel included follow-up emails. This first cancellation request was within the app, which obviously did not work. There was no option to remove our payment format at any time. Since we requested multiple times to cancel our subscription, yet continued to get withdrawals without authorization, we believed we were being *******. We have since had a return to our account for two months of the subscription, instead of the three months. We will accept that with the expectation withdrawals will stop, but want guarantees our payment format is deleted from their server. Thank you! ***** *******