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:05/22/2025

  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 have been a customer for multiple years and happy with Picmonic and recommended them to all the nursing students I have worked with. Their practice of automated billing charged 12 months at 1am for $168. I did not want to renew the service and have not used the site for several months. I contacted the vendor the same day of the charge to notify them that I would like to cancel the service and not purchase another 12 months. They sent a form letter stating that they do not allow refunds and would even deny any requests within 24 hours before renewal. This practice is below industry standards, and illustrates how little they value and respect their customers.

  Business Response

  Date: 05/23/2025

  Customer ******* *******, *********************** signed up for an annual recurring subscription to Picmonic for Nurse Practitioner on 5/21/24, which renewed on 5/21/25.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly and annual subscriptions - they are shown verbiage on the checkout page which explains that their subscription will automatically renew at the selected interval unless canceled prior to the renewal date.  The customer was sent two emails of their upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  These renewal reminders contain a quick link to cancel a subscription if it is no longer being used and explains that we are unable to issue any refunds for an auto renewal charge after it has been processed.  Information regarding our refund policy can also be found in our website FAQs at **************************************************************************************************;
  

  The customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  In upholding our refund policy, the customers request for a refund was denied when they reached out after the renewal charge had been processed.  I am attaching a copy of the customer's initial payment receipt, one of the renewal reminder emails that was sent, a screenshot of our refund policy from our FAQ page, an example of what customers see when signing up for a recurring subscription, and email communication with the customer.

• Initial Complaint

  Date:03/14/2025

  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 am a student and someone has told me about an App called Picmonic (it is a learning study aid). I signed up to use Picmonic for one year. When I signed up, I noticed that the App is not what I needed, it did not serve my intended purpose. For the one year that I signed up, I probably used the App maybe twice or three times. My goal was never to renew. These all happened in January 2024.Towards end of January 2025, I noticed a charge on my bank account from **********************. I immediately called Picmonic to let them know that I never intended to renew their service. Picmonic told me that they sent an email to me before the renewal. At the time of having the conversation with Picmonic, I never saw the email. The email was sent to my Gmail account that I don't use but active. They never contacted me through any other means such as text message or phone call of which they have all the details. I never acknowledge their email but they renewed me for another one year without my knowledge. I told picmonic the very day the new forced subscription took effect that I don't want their service.Picmonic has refused to issue my refund till date despite that they cancelled the service. They are owing me $67.08. This is a complete bullying of a customer. I need help getting my money back.

  Business Response

  Date: 03/17/2025

  Customer Blessing *****, ************************** signed up for an annual recurring subscription to Picmonic for Nursing RN on 1/23/24 which renewed on 1/23/25.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly and annual subscriptions - they are shown verbiage on the checkout page which reads, If you purchased a recurring subscription (monthly, semesterly, annual), your Picmonic Premium subscription will automatically renew based on the option you selected during checkout. You can modify your auto-renewing subscription at any time in the My Subscriptions page and you'll always be able to hold onto all the time you've paid for if you decide to pause or cancel.  The customer was sent two emails of their upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  These renewal reminders contain a quick link to cancel a subscription if it is no longer being used and explains that we are unable to issue any refunds for an auto renewal charge after it has been processed.  Information regarding our refund policy can also be found in our website FAQs at ************************************************************************************************ customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  In upholding our refund policy, the customers request for a refund was denied when they reached out after the renewal charge had been processed.  I am attaching a copy of the customer's initial payment receipt, one of the renewal reminder emails that was sent, their renewal receipt, a screenshot of our refund policy from our FAQ page, and an example of what customer's see when signing up for a recurring subscription.

  Customer Answer

  Date: 03/17/2025

   
  I am rejecting this response because Picmonic has not provided any evidence that I saw and read the email they sent. Picmonic didn't accept my regular Yahoo email for subscription, they only require a Gmail. I had to use gmail that I barely use to sign-up. I only signed up for a one-year subscription. I called them the moment I got an email from my bank concerning the charge. This forced subscription is because Picmonic knows that they have a very, very, bad product otherwise why won't they let someone go if a person does not need your service?
  A reasonable business would have charged for one day of service or one week considering that this is a yearly subscription that I have vehemently rejected because of their poor, weak product.

  
  

  Business Response

  Date: 03/17/2025

  Thank you for your response. 

  Customers can create accounts with yahoo email addresses, or any other valid email domains.  We do not block yahoo emails from being used in account creation.

  All of our annual subscriptions are recurring.  This information is explained during sign up, in receipts, and in renewal reminder emails (previously attached).  By our policy, auto renewing subscriptions must be canceled at least 24 hours prior to the renewal date to avoid unwanted charges.

  In the customer's account, I am able to verify usage into Nov 2024 (attached).  

  I apologize, as we are unable to accommodate the customer's request to be refunded at this time, as it is outside of our policy guidelines.

  Customer Answer

  Date: 03/21/2025

   
  I am rejecting this response because:

  1. The fact remains that Picmonic engages in an unfair business practices because Picmonic cannot compete based on quality, instead it bullies its customers into accepting their tricky bogus renewal system otherwise explain to me why a reasonable business will charge someone for a year of service you have clearly rejected?  Picmonic engages in deceit in other to keep cashing out from students.

  2. When a product is good, customers will be the one begging for sign-**** not the other way around. It is because the product does not satisfy the need by which it was created, this is why Picmonic is adamant in engaging in shadow deals to stay afloat, deceiving vulnerable students.

  3. Picmonic actions deserve to be looked into, this is simply unjust.

  
  

• Initial Complaint

  Date:11/20/2024

  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 signed up for picmonic in August 2024 as a student to study for my *****. I did not find it helpful I tried to cancel it explaining that it was not helpful they would not refund and said I could not get a refund. The information they present is also incorrect.

  Business Response

  Date: 11/20/2024

  Customer **** ****, ********************** purchased a 6 month subscription of Picmonic for ******************** on 8/25/24.  The customer reached out to our support team on 9/5/24 stating that they did not find Picmonic to be helpful and requested to be refunded.  As stated on the checkout page, in the customers receipt and in our website FAQs, we are able to offer full refunds if requested within 7 days of purchase, however, all subscriptions are non-refundable after 7 days.  As the customer did not reach out until 11 days post-purchase, their refund request was denied by our policy.

  I am attaching an example of what customer's see when signing up for a 6 month ******************** subscription, the customer's receipt, our refund policy, evidence of the date that the refunded was requested, and a screenshot of the customer's account activity which shows they have used Picmonic since requesting to be refunded.  

• Initial Complaint

  Date:09/25/2024

  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.

  On 9/21/2024 I received an email from ******** that I had been charge for a subscription. This was an automatic draft for a reoccurring subscription that I did not agree to. This was on a Saturday when I called the office on Monday I was told sorry we sent you2 emails. I reviewed the emails for the dates they state they were sent both spam and regular email there was no correspondence from this company. This email account - email are not discarded until the end of the semester which will be December2024. I was told sorry we sent them- not our problem. I explained this to them and they still refuse to return my money for a subscription I told them I do nor want and would have been canceled if I was aware that there was even a subscription. In this cyber world we live in one can not 100% of the time think an email was delivered. When I received the first email from them on 9/21/2024 I called so why were the other so called emails not received. This company is a scam. Sending you an email that they have charged you and you have no way to cancel when you were not notified. I expect a refund and if not would like to know what state agency in ** oversee there business.

  Business Response

  Date: 09/27/2024

  Customer ******* *********************** signed up for an annual auto-renewing subscription for Picmonic for Nursing RN on 9/21/23.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly, and annual subscriptions - they are shown verbiage on the checkout page explaining that their subscription will automatically renew based on the option selected if the subscription is not canceled prior to the next billing cycle.  The customer was sent two emails of their upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  These renewal reminders contained a quick link to cancel the subscription if Picmonic was no longer being used and explained that the subscription would need to be canceled at least 24 hours prior to the renewal date to avoid unwanted charges.  Additionally, it explained that we would be unable to issue any refunds for an auto-renewed subscription once the auto-renewal payment had been processed. Information regarding our refund policy surrounding auto-renewals can also be found in our website FAQs.  I am attaching screenshots of the customers original receipt, auto-renewal reminders, and what is shown on the checkout page during sign up.  The customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  Their request to be refunded was denied by our policy when they reached out after the charge had been processed. 

• Initial Complaint

  Date:09/20/2024

  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 am a medical student and desired a resource to aid in my education by purchasing a 1-year subscription to Picmonic in September 2023. I did not intentionally sign up for auto renewal but was automatically enrolled into that program without consent. When I went to pay off my credit card 9/13/24 I noticed a $197 charge from Picmonic that was still being processed as the charge occurred 9/13/24. Unfortunately, their business hours were closed by the time I noticed so I left a message and called 9/16/24 to get that reversed. They declined since it is against their stated policy to refund auto renewals. Aside from my next step of disputing the charge with the credit card company, I decided to investigate their terms of service and noticed that it was updated 11/2023, 2 months after initial purchase and seen that they will not offer refunds if auto renewal isnt cancelled within 24 hours; I was not notified about an update in terms of service. Further, I investigated reviews on Better Business Bureau and noticed there were only two reviews both dated August 2024 (despite the companys conception 13 years ago); both individuals stated similar things that I am experiencing where they didnt sign up for auto renewal and were charged irregardless. Sure, they sent 2 emails warning me that my subscription running out and they would auto renew it, but as a student, I do not have time to go through junk emails, especially when I wasnt consenting to auto renewal and therefore wasnt looking for that type of email. I strongly believe this company is very predatory since they cater to students knowing very well that these students are very busy and do not have time to dispute unconsented charges. I know I am not the only one who is dealing with the stress of the malicious policy this company upholds and am sure that many of these other students are just dealing with the headache and moving on without time to contest charges and/or seek help.

  Business Response

  Date: 09/23/2024

  Customer ******* ****** signed up for an annual auto-renewing subscription for Picmonic for Medicine on 9/13/23.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly, and annual subscriptions - they are shown verbiage on the checkout page explaining that their subscription will automatically renew based on the option selected if the subscription is not canceled prior to the next billing cycle.  The customer was sent two emails of their upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  These renewal reminders contained a quick link to cancel the subscription if Picmonic was no longer being used and explained that the subscription would need to be canceled at least 24 hours prior to the renewal date to avoid unwanted charges.  Additionally, it explained that we would be unable to issue any refunds for an auto-renewed subscription once the auto-renewal payment had been processed. Information regarding our refund policy surrounding auto-renewals can also be found in our website FAQs, **************************************************************************************, and was included in an email sent to all Picmonic customers on June 13, 2024, titled Important Update: Changes to Our Terms and Conditions.  I am attaching screenshots of the customers original receipt, their 7 day renewal reminder, the checkout page, and an example of the notice that was sent regarding the update to our terms and conditions, with proof that this email was sent to customer ******* ****** by email on June 13th.  The customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  Their request to be refunded was denied by our policy when they reached out after the charge had been processed. 

  Customer Answer

  Date: 09/23/2024

   
  I am rejecting this response because:
  
  The document that you attached stating "initial receipt" states "IF you purchased a recurring subscription" keyword "if", means without 100% certainty that I willfully purchased a recurring subscription. Further, you attached an "Medicine annual recurring sign-up EXAMPLE" which has nothing to do with my purchase as it is merely an EXAMPLE. Lastly, I scanned up and down my emails for that updated terms and conditions dated June 14 and nowhere do I have anything to do with Picmonic. Also, I do not understand why the transaction cannot be reversed considering I contacted Picmonic in writing the DAY OF transaction followed by Monday (the following business day) about this charge. I can understand a month later, but the DAY OF.

  Business Response

  Date: 09/24/2024

  Not all Picmonic subscriptions are recurring (for example, our 24 month and 48 month subscription do not recur), however, all of our annual, semesterly and monthly subscriptions are recurring.  This is explained prior to completing purchase.  The "Medicine Annual Recurring Sign-Up EXAMPLE" shows what is displayed to a customer at checkout prior to completing a purchase. The email regarding the updated terms and conditions was dated June 13, 2024, and our records show that this email was sent by our system to the customer on that date.  Per our policy, we are unable to issue any refunds for recurring subscriptions after the charge has been processed.  

  Customer Answer

  Date: 09/24/2024

   
  I am rejecting this response because:
  I did not intentionally sign up for auto renewal at the time of purchase.
  

• Initial Complaint

  Date:08/27/2024

  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.

  There was an automatic draft for a reoccurring subscription that I did not agree to. They sent en email which I didn't see because it when to my spam. I explained this to them and they still refuse to return my ****** for a subscription I told them I do nor want.

  Business Response

  Date: 08/28/2024

  Customer ***********************, ******************** signed up for an annual recurring subscription to Picmonic for Nurse Practitioner on 8/22/23, which renewed on 8/22/24.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly and annual subscriptions - they are shown verbiage on the checkout page which reads, If you purchased a recurring subscription (monthly, semesterly, annual), your Picmonic Premium subscription will automatically renew based on the option you selected during checkout. You can modify your auto-renewing subscription at any time in the My Subscriptions page and you'll always be able to hold onto all the time you've paid for if you decide to pause or cancel. 

  The customer was sent two emails of their upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  These renewal reminders contain a quick link to cancel a subscription if it is no longer being used and explains that we are unable to issue any refunds for an auto renewal charge after it has been processed.  Information regarding our refund policy can also be found in our website FAQs at ********************************************************************************************; The customer acknowledges having received the reminder emails, but states that they were in the spam/junk mail folder in their email.

  The customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  In upholding our refund policy, the customers request for a refund was denied when they reached out after the renewal charge had been processed.  I am attaching a copy of the customer's initial payment receipt, one of the renewal reminder emails that was sent, their renewal receipt, a screenshot of our refund policy from our FAQ page, and an example of what customer's see when signing up for a recurring subscription.

  Customer Answer

  Date: 08/28/2024

   
  I am rejecting this response because: I informed them I didn't receive the notifications because they went to my spam. If I had received them, I would have canceled the subscription because I neither need or want the subscription currently. Since my desire of no longer wanting or needing this subscription has been made plain to them,they are basically stealing my money. 
  
  

• Initial Complaint

  Date:08/02/2024

  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.

  I did a free trial of Picmonic, then ordered a couple months membership. I did NOT select to have a recurring subscription. I did not authorize any other payments to come out of my account. I did not receive any emails past 5/1/24 which were all emails to try to get me to sign back up. I was charged $47.64 to my account on 7/13/24 with no warning and I did not authorize this transaction. I called Picmonic and Truelearn multiple times only to get voicemails. I filed a dispute with my card due to a charge that was not authorized. In February of 2024 I deleted the app after ensuring on the app my membership would expire and I did not do recurring billing. I had no reason to continue using the app and would not have signed up for recurrent billing. When customer service contacted me they claimed that I signed up for recurrent billing and sent me an email stating I was told it would be billed again in July, I have that email which I have attached and there is no mention of July billing and shows I did not sign up for recurring billing just a short membership. I want the money refunded and for them to stop their deceptive practices.

  Business Response

  Date: 08/05/2024

  Customer ***************************, ******************* signed up for a semesterly (every 6 months) recurring subscription to Picmonic for Nursing RN through our website on 1/7/24.  Prior to this on 1/6/24, they signed up for a 7-day free trial of this subscription though the iOS mobile app, which was canceled the next day.  It is not uncommon for customers to start a trial through our iOS mobile app and then cancel to purchase through our website, as there are no Apple fees applied when purchasing though the website, and discount codes can be applied to website purchases.  This customer did apply a discount code when they purchased through the website on 1/7/24. When a trial is canceled, customers retain access to the trial time.  In this case, because the customer had the trial, and then purchased through the website, their renewal date was set to be 7/14/24, as they still had time remaining on their trial when it was canceled.  When a customer signs up for a recurring subscription option which includes all of our monthly, semesterly and annual subscriptions - they are shown verbiage on the checkout page which explains that subscriptions will renew if not canceled prior to the next billing cycle. The only subscriptions we offer that are not recurring are subscriptions of 24 months or longer.  The customer was sent two emails of her upcoming renewal.  The first renewal reminder was sent out 30 days prior to the renewal date, and the second was sent out 7 days prior to the renewal date.  Information regarding our refund policy can also be found in our website FAQs.  The customer did not cancel their subscription prior to their renewal date, which is why billing recurred.  Our system shows that the customers subscription was not canceled until 8/1/24, which was 18 days after the renewal charge was processed.  In upholding our refund policy, the customers request for a refund was denied when they reached out on 8/1/24.

  Customer Answer

  Date: 08/05/2024

   
  I am rejecting this response because:

  I did NOT sign up for recurring billing. I never gave any authorization for recurring billing.  

  
  

  Business Response

  Date: 08/07/2024

  All of our monthly, semesterly and annual subscriptions are recurring subscriptions. For the product this customer purchased (Nursing RN), we only offer monthly, semesterly, annual, 24 month, or 48 month subscriptions.  The only subscription options that are not recurring are 24 month and 48 month subscriptions.  The customer purchased a semesterly recurring subscription.