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:05/08/2025

  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.

  My name is ********* ******, and I am writing to express my frustration with an ID verification issue that prevented me from completing required coursework by May 3, 2025a deadline set by ****************** for enrollment.I began courses on April 30, 2025, and was working nonstop to meet the deadline. Midway through, I was unexpectedly asked to complete ID verificationincluding uploading my ID and a selfiebefore continuing. The system rejected my uploads repeatedly for being "too bright" or "electronic," causing hours of delay. Once finally submitted, my ID was marked verification failed, and I was told nothing could be done until May 5, which was already past my deadline.Customer support offered no workaround. I also learned this issue is common, possibly triggered by VPN usage, which is never listed as a prohibited tool on your site.Because of this delay, I was unable to complete my courses in time and risk missing enrollment. I ask that my ID be reviewed and cleared immediately, and that Sophia Learning acknowledge this issue and provide a resolution so I may finish my classes.

  

  Business Response

  Date: 05/08/2025

  This user has been sent a notice regarding their Jumio verification attempts from the Sophia Student Affairs Team.

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising 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.

  Hello, Im reaching out to dispute a claims against Sophia Learning, I am being accused of fraudulent activity, the company is saying that someone else is completing my courses other than me and that is inaccurate I do not share my personal information and or my passwords with anyone. Ive noticed from my research that many other people that had this problem has also completed multiple courses in a short amount of time. In result, Im asking that Sophia restore my account and or release the credits for the classes that I completed.

  

  Business Response

  Date: 11/04/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  
  

• Initial Complaint

  Date:10/16/2024

  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 was wrongfully accused of breaking the Student Honor Code. The email I received stated that the "investigation revealed evidence indicating that your account has been accessed by multiple users and/or IP addresses". They are attempting to discredit 8 of my classes, if there was suspicion why was I not contacted sooner to resolve the issue? I travel and use my phone, tablet, and computer and I also use a VPN. Not only is it not stated in the Student Honor Code that VPN must always be the same it also encourages third-party tutors which I have and they log in with me and explain material I am having a hard time with, however my work and tests are all completed by me. Sophia's target audience is for those who have work or a busy life and state you can complete classes from anywhere and then they punish you for actually doing the work wherever you are. If my appeal is denied I will be seeking further assistance in solving this matter. Not only is there no solid reasoning but it is not in writing on any of the agreements and therefore Sophia needs to update its honor code if they expect students to only complete course work in one place and thus defeating the purpose of not just attending a regular college.

  

  Business Response

  Date: 10/23/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  The user has been refunded $198 between the accounts they have created.

• Initial Complaint

  Date:10/14/2024

  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.

  I was using Sophia Learning as a membership service paying $79. I received 3 credits and actively enrolled in a personal development course ******************* I randomly received a Sophia email stating my account was being sanctioned under suspicion of fraud since there was multiple IP addresses used and or my account was accessed by someone other than me. I responded to the violation listing the areas of travel due to my career and position and that I would have to use computers at various locations. I sent a picture of an IP address of a work computer that I was working on at the time as supporting evidence. I also stated, I can provide documentation for any location I used a computer. Sophia denied my review (within 10 days) stating, I didn't provide enough evidence and they are refunding me $79.00. They have not provided me with any evidence other then a broad statement of a violation. I also mentioned two things: 1. I was failing one course that I just started. 2. There is a verification process in all courses. -Typing your name verification -DL verification with picture confirmation and it seemed to me video while taking the test. Any educational institution that sanctions a student must provide the evidence against them to dispute. This did not happen. I felt if I was provided the evidence, I can dispute by sending documentation of my whereabouts and computers used.

  

  Business Response

  Date: 10/22/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  We have issued a full refund of $79 to the user, as no courses were completed during the membership period when the violation occurred.

• Initial Complaint

  Date:08/12/2024

  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.

  Sophia learning has refused to ID verify my sons account. It has been 1 week and the website stated that it would take a maximum of 2 business days. We have emailed multiple times and they refuse to fix the account. We have even sent a copy of his id and messaged the ceo. Still nothing has been done.

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 a member of sophia learning and while I was working on solving questions, the platform suddenly stopped allowing me to submit assignments and demanded that I submit a photo of myself and my id. No problem, I go through that process but the website they are using refused to accept my id and face multiple times no matter what I tried. I tried using both my laptop and my phone with no progress. I contacted support but they were not helpful. Eventually, I was able to get myself unblocked by using my friend's laptop to submit the information. I still don't know why it didn't accept it from my computer/phone. I asked sophia learning customer support to extend my membership by 1 or 2 days for the issue, even a few hours in exchange for the time lost but they stated that while they apologize for the inconvenience, they won't extend my membership for any amount of time. I don't understand their justification at all. If they acknowledge the issue, why not own up to it and give me my time lost back?

  

  Business Response

  Date: 07/15/2024

  Thank you for this feedback. We emailed the customer directly and found a solution. 

• Initial Complaint

  Date:05/28/2024

  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 have completed Sophia courses very honest and responsible. I completed all my necessary courses and out of nowhere I recieve a sanction policy action email stating I have violated the policy . I been studying very hard and trying my best at these courses . This is stopping me from proceeding my police career. This is very unbelievable and unfair after I study hard to complete all 20 necessary courses . Now I cant get an official transcript and I am getting no response but just to send an appeal that no one ever gets in contact with me after . Please review and respond this is very unacceptable

  

  Business Response

  Date: 06/03/2024

  This learner was identified to be in violation of the Sophia Honor Code and Academic Integrity Policy. As stated in the Academic Integrity Policy, "Sanctions for academic dishonesty may include, but are not limited to, the following: Expulsion from Sophia Learning permanently which may include a forfeiture of subscription fees already paid." The appeal was reviewed by the Student ******************** and the decision to uphold the sanction is final. 

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service 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 using Sophia Learning as a monthly membership service paying $99 for several months. I received all the credits I needed and randomly Sophia emailed me stating my account was being sanctioned under suspicion of fraud since multiple IP addresses logged in using my account. I responded to the case stating I used public computers to complete coursework, and while deployed I used VPNs very frequently. Sophia denied my review stating I didn't provide enough evidence. Sophia will no longer respond. I reached out and asked what evidence they needed to suffice. They will not present any evidence that they have, Anytime I logged in I was asked to submit a picture of my ID, or a two-factor verification. Nowhere on the website does it mention having multiple IP addresses would cause a sanction? I reached out to the company VIA phone and they told me to keep trying to email and would not let me speak to anyone higher than a learning representative. I believe Sophia breached my privacy and failed to notify me. Sophia acting with unfair business practices.

  

  Business Response

  Date: 03/13/2024

  A member of our Student Affairs team has contacted you to discuss the violations of our Student Honor Code, any further communication must be done through ****************************************************************

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service 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.

  Even though most of the courses from Sophia Learning were well organized and accurately evaluated, the English course was badly outstanding from that good impression. English grader was extremely periconceptional, judgmental, and uncompetitive toward student essays; the evaluation is unfairly understated. The Lead Grader doesn't provide any help either, from his emails is very hurtful to understand that he doesn't investigate issues but only agrees with the grader. I submitted my essays for reevaluation to the different college English instructor, and he confirmed my grades were played down. Sophia Learning should reevaluate my essays and scour should be adjusted based on academic requirements, not personal preconceptions.

  

  Business Response

  Date: 01/04/2024

  Thank you for your feedback. We are sorry to hear that you felt this way about the feedback provided by the grader. A supervisor has reached out to you directly with the next steps for your assessment via email. We look forward to finding a resolution through our direct email correspondence and wish you the best of luck in your educational journey. 

  Customer Answer

  Date: 02/20/2024

   I am rejecting this response because:
  
  Just like in all previous complaints, communication with Sophia Learning's manager didn't do anything, just advice to take tutoring and rewrite all your undegraded essays. Will it be one more month of wasting my time and money? Please share if you went down that road. 
  

  

  Business Response

  Date: 02/23/2024

  The Sophia team has reviewed your Touchstone submissions and made a few updates to your scores. Details can be found in the email sent directly to you and within the platform. We wish you the best of luck with your educational journey!

• Initial Complaint

  Date:12/19/2023

  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.

  I paid for a business statistics course and this course does not teach business statistics, it literally is teaching poker cards and how to predict poker cards. This clearly must be a joke! I did not pay to learn how to predict poker cards. I have notified my University of this and they are very upset with this.

  

  Business Response

  Date: 12/20/2023

  Thank you for sharing this feedback. We are sorry to hear that you were disappointed with the experience. We have issued a refund as requested and shared detailed communication with your email address directly. Please share any future questions or concerns with us at *******************************************************

  Customer Answer

  Date: 12/24/2023

   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. Have received the refund in full.