Business Profile

Digital Media

Audible

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Audible's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

240 total complaints in the last 3 years.
108 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/07/2025
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.
Lied to me in April to trick me into canceling my subscription Refused to change it immediately like the agent had promised. Refused to help me the following month unless I waited an extra hour. Sending my credits late or not at all now
Business Response
Date: 06/09/2025
Hi ****,
My name is Sonserae and I am a member of the Executive Care Team here at Audible. I have received your concerns and I am in the process of researching your experience. The email used to contact BBB *** ******************.***, I could not locate an active membership under this email. Have you ever used a different email when using Audible or ******? Once I receive the email attached with the account, I will be able to better assist you.
Also, could you confirm more information regarding your membership as your last charge, the last audiobook you purchased (if you can recall)?

Awaiting your response.
Customer Answer
Date: 06/09/2025

Complaint: ********

I am rejecting this response because:
Sorry about that; its more set up through my phone number of ###-###-####
It may be on my 2nd email ** ****************************.*** as well

Regards,

**** ******
Business Response
Date: 06/11/2025
Hi ****,
I was able to locate your membership ***** ****************************.***. The credits are given the same date as the membership start date. At this time your membership is under a 90-Day ****** Prime Free Gold Monthly the trial ends on September 6, 2025, your next bill date will be October 6, 2025.

Have a healthy day.
Customer Answer
Date: 06/12/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

**** ******
Initial Complaint
Date:05/21/2025
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 have been going back and forth with Audible over a year. Every two months Audible charges me $17, for a subscription. The account does not have my name, email or phone number on it, only my credit card. I requested the account be closed because it is fraudulent, but Audible does not offer this option. I also asked for some type of investigation to be done, but they do not offer that option either. So every two months I have had to contact my credit card company to dispute the charge to get a refund. Two months ago when I tried to get this resolved, I was told by Audible to contact my credit card company and block them. My credit card company said since it an autopay charge, Audible has to cancel it which they are refusing to do. I chatted with someone today (5/21/25) and they disconnected the chat when I asked for an email or phone # to the corporate office to file a formal complaint. I then called, only to be hung up on after being on hold over 30 minutes.
Business Response
Date: 05/30/2025
The $17 membership charge was identified on an account the customer had linked to an old work email address. We have properly cancelled the membership on that account and processed a refund of $17 for the most recent membership charge. There will be no future charges stemming form the work email account.
Customer Answer
Date: 06/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******** ******
Initial Complaint
Date:05/11/2025
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.
When canceling a membership with Audible, the fine print in their **** of course, Im certain states it, but it is essentially that you get ripped off if youre credits stack up, they just steal from you and because its buried in the fine print , legally of course its allowed but morally, its as wrong, as wrong gets. If I could penalize them someway legally, I dont think I would, simply because its just not the right thing to do, but I guess **** *****, needs even more money and feels that he needs to steal it, from people who work for it.
Business Response
Date: 05/12/2025
Hi *******,
My name is Sonserae and I am a member of the ************** Team here at Audible. I have received your concerns.
When canceling your Audible membership, any remaining credits are asked to be used as they will be lost since they are part of your membership benefits. However, if you were to do a future cancellation,or a hiatus of your membership, you would have received more time to use your credits before the membership benefits would end. However, any audiobooks you purchase are yours to keep, even if you are no longer a member.
I hope this clears up any concerns you may have had after canceling your membership.

Have a healthy day,
Sonserae

Customer Answer
Date: 05/12/2025

Complaint: 23316307

I am rejecting this response because:

I paid for the credits i.e. audiobooks. You can call it what you want ( per your slimy ****) membership benefits, smoke and mirrors, blah blah blah but if you take the credits, you should be giving me back the money I paid for them, unless youre morally bankrupt and doing business in far less than good faith
In the words of ****** Simpson, duh!

Regards,

******* *********
Business Response
Date: 05/19/2025
Hi *******,
I have taken your concerns over to our development department, where further review will be done. As we periodically review our policies, your feedback will be taken into consideration.

Have a great day.
Customer Answer
Date: 05/19/2025

Complaint: 23316307

I am rejecting this response because:
The department responsible for creating this deceptive practice is shockingly unlikely to be willing to change it, once uncovered, and exposed. Not for the first time, I cant imagine.
just cant keep from hearing ***** ******* yelling in the background, DUH!

Regards,

******* *********
Initial Complaint
Date:05/09/2025
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.
Dealing with an inactivated email address tied to your Audible subscription, especially when its managed through *****. Since Audible directs you to *****, and Apple requires verification through an inaccessible email, I tried updating to my gmail and it states my email is already being used. So I had to use my iCloud and work email. I have spoken with Apple and I have spoken with Audible over the years, and I finally spoke to my bank to have them prevent the billing from hitting my account (since the circular conundrum doesnt allow me to be able to even access audible for use). Audible began to charge my bank account again in January. I can dispute it with my bank again, but what I really just want to do is get the audible subscription cancelled once and for all because I cant access it to use it and the variables between audible and ****** and ***** are too integrated for any of them to be able to fix the situation. I am literally at my wits end with this situation that both owns me and haunts me and my bank account.Step-by-Step Approach 1. Understand the Subscription Setup: If your Audible subscription is billed through ***** (i.e., an Audible-Apple subscription), its managed via your Apple ID, not directly through Audible or ******. This means cancellation and account updates must go through Apples ecosystem. The inactivated email is likely the one linked to your Apple ID, which is why ***** requires verification to that address.2. Attempt to Update Your Apple ID Email: Since Apples process sends a verification to the old email, you need to regain access to the Apple ID without relying on that email. And this I have tried and done, but it declines my personal email from being added.Please HELP ME CANCEL my Audible subscription and my monthly billing for a service I have not been able to use for years and with whom my dispute through my bank and the hold must have ended.
Business Response
Date: 05/12/2025
Requested additional information from the customer to identify the correct ********************** account as the email address provided was not linked to an Audible membership. Awaiting reply
Initial Complaint
Date:05/08/2025
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.
Cancelled before trial ended and they charged my card so I deleted my credit cards from my account and cancelled again received a refund through ****** for one month and ****** assured me that my subscription had cancelled. 6 months later, I noticed they had charged me for 6 more months and obtained my credit card through Smazon. ****** would only credit the last month so Im still owed for 5 months.
Business Response
Date: 05/14/2025
Hello ******,My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding your request for refunds of membership fees you were charged and I am reaching out to assist you with this matter.I reviewed your account and noticed that on July 25, 2024, the membership was started via a 30 day free trial using your Amazon credentials. Since the membership was not canceled within the 30 day time frame, your membership renewed August 24, 2024 and your credit card was charged $16.37. In my review, I noticed that the membership fee you were charged was refunded back to your credit card on August 30, 2024 however the membership was not canceled at that time and membership charges continued.When refunds are issued, they are automatically refunded back to the credit card that was charged. Please provide the last 4 digits of the card(s) that was/were charged and let me know if they are still active. If not, we will need to process your refund via an alternate method.If you have any further questions or concerns, please let me know. I am available Tuesday thru Friday between 9 am to 4 pm EST if you would like to discuss this matter via telephone.
Customer Answer
Date: 05/15/2025

Complaint: 23306612

I am rejecting this response because:

You charged 2 different credit cards because I removed all credit cards after the first time I called Amazon which was the second time I cancelled. You obviously got the credit card number, without my consent, from ****** because I never gave it to Audible and the ****** *** assured me the membership was cancelled. All charges should be reversed and you were able to charge the cards, so you should have no problem reversing the charges. I never used any of the points and deleted the app from my phone after the second time I had to cancel.
If you want me to call you, you need to give me a phone number.
Regards,

****** ********
Business Response
Date: 05/27/2025
Hello ******,I received your rejection from the Better Business Bureau. Unfortunately I do not have a direct contact number however if you would like, I can give you a call between 9 am to 4 pm EST. Please provide the best call back number and time to reach you.During membership sign up, customers are informed that since we are an *************** a different credit card may be charged to keep your membership active if your default payment method is declined. Based on your complaint, it appears that this has happened in your case. When refunds are issued, they are automatically returned to the credit card that was charged. Please provide the last 4 digits of the card or cards that were charged. If the cards are no longer active, we will look into processing your refund via an alternate method.For a faster response, please respond to this email that was sent directly to you via the email address associated with your Amazon account.
Initial Complaint
Date:05/05/2025
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.
Reviewing credit card statements I found a charge on March 1st for $14.95 a second charge March 10th for $24.99 a credit March 10th for $24.99 and a charge April 1st for 14.95. I called Audible to report that I never authorized any charges and this was not me. They wanted me to add the credit card to my ****** account so they could look into the charges. I did and they stated that they couldn't see the charges and I didn't have an account. I gave them the unique identifier numbers of the charges and they were able to find them but stated it wasn't under my account and did I know anyone who might of used my card. I stated no but they insisted I give them the names of family members. They stated that none of them were who was charging my card. Unless I could tell them who was charging against my card there was nothing they could do. I said I don't authorize any further charges and to remove my card number from an account that was not mine. They stated they could not and the only way I could make them stop charging me was to go through my credit card company to cancel my card and denying all charges. Otherwise they would continue to charge me each month. How can a business continue to charge an individual when receiving express denial of any and all charges and to remove any data regarding my credit card from their system. Their final statement was since my CC number was under someone else's account they couldn't cancel the membership and couldn't tell me who was charging using my card number. Received a followup email attached below. Thank you for contacting Audible! This is Monica , the representative you were speaking with. I was able to find the charge on another customer’s account but, for security purposes, I am unable to share the details with you. If you still do not recognize this charge, please dispute the charge with your financial institution. To avoid any additional unauthorized charges, I recommend asking them about having the card reissued.
Business Response
Date: 05/09/2025
I was unable to identify any Audible charges under the account email address provided in the communication. Requested customer provide transaction ID number for the related Audible charge to assist in identifying the correct account to process a resolution. Awaiting reply.
Customer Answer
Date: 05/09/2025

Complaint: ********

I am rejecting this response because:
I responded to Audible with the below info
********

I am unable to give you any other email address as the customer service representative stated that they were unable to disclose what email was charging my card.

There transactions are Apr 1st #********* $14.95
March 10th #********* $24.99
March 10th no transaction number reversal of -$24.99
March 1st #********* $14.95
Hi ******

I received your communication regarding a charge made to your payment method for an Audible membership. I was unable to identify an Audible charge under the email address provided in the communication. Is there another email address that may have been used for the Audible/****** account? If not, can you please provide the transaction ID number for any related Audible charge from your bank statement. This will assist in identifying the account with the Audible charges and I will be able to process any necessary account actions. I look forward to your reply so we can resolve this matter together. Be well!

Sincerely,
Enrique
Regards,
*****

Regards,

**** *********
Business Response
Date: 05/12/2025
I have communicated to the customer that a refund was processed for 2 membership charges totaling $29.90. I also advised them to work with their financial institution if they feel their payment method is compromised as the information has to be manually entered and is available on both Audible and ******.
Customer Answer
Date: 05/14/2025

Complaint: ********

I am rejecting this response because:
Audible has refunded both charges of $14.95 each after a great deal of involvement and work on my part. Audible sent an additional email to me requesting eMail on the account that was charged or transaction ID from bank charge. Obviously I don't have email on account since it wasn't me and they wouldn't give me that information when I called. I gave them transition ID's and they refunded both charges. My complaint is that it was necessary to escalate denial of charges to BBB to get any resolution. Support person stated that there was nothing they could do nor could they cancel the contract that was using my card. This was even after I EXPRESSLY STATED THEY HAD NO AUTHORIZATION TO CHARGE MY CARD. And my card would continue to be charged until the contract was cancelled by the user email, which they wouldn't supply. I was told by support there was no escalation person I could speak to and I should deny charges and cancel my CC with the bank as they could not do anything on their end. Completely unacceptable response to incorrect charges being made.
I have received back my charges so claim is resolved based on dollars involved. Business needs to address process and resolution path for others in a similar situation. I can see complaints of a similar nature by other and this needs to be addressed.

Regards,

**** *********
Initial Complaint
Date:04/29/2025
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 April 29th, 2025, I found 2 pending transactions for $19.68 for Audible, a service I never signed up for. I contacted Audible customer support and they confirmed while I have no existing subscription, a subscription for someone else that they cannot name has been using my credit card.They told me they cannot name the person or give me any details as to where the transaction originated, and that I should just call my bank to dispute the charge.A quick ****** search showed that this is a repeated pattern of unethical business practices that have impacted multiple consumers that have been signed up for Amazon Prime. People in other countries like ******, the **, ********* etc. have also been reporting that sometimes they get charged twice (once for the US Audible and another time for the localized/country-specific Audible) when they pause or cancel their Amazon subscription.I have an email from Audible customer service confirming the above and that they cannot name the perpetrator of the fraud. For now, I have locked my card and removed all payment methods from both Amazon and Audible (they are linked together for some reason, and updating one will share the details with the other automatically).Following what I've seen from other customers, I will be contacting my bank and reporting these transactions as fraudulent, and I will also be contacting my provincial customer protection agency as well. I will also be placing a block on any future charges from Audible if that is possible.I would like to make sure that they cannot charge me at all going forward regardless of whether or not I can have the charges reversed.
Business Response
Date: 05/02/2025
Requested additional information, primarily a transaction ID number for any related Audible charge to help us identify the correct account with the charges. Awaiting customer reply.
Customer Answer
Date: 05/02/2025

Complaint: 23263201

I am rejecting this response because:

I have provided the transaction IDs requested and requested that my payment information is removed from ALL accounts that have it, as nobody else is authorized to use this credit card. I have also never signed up for Audible and never had a subscription.
Until my information is removed entirely from their system, any other response is unsatisfactory.
Regards,

***** ***
Business Response
Date: 05/14/2025
Requested confirmation of the last 4 digits of the payment method and dates of the charges to help us identify potential additional charges made to the card. Awaiting reply
Customer Answer
Date: 05/17/2025

Complaint: 23263201

I am rejecting this response because:

The company is responding by asking for information that was already shared with them and repeating the same thing.

Regards,

***** ***
Business Response
Date: 05/28/2025
We have identified the related Audible charges and will be processing a refund totaling $39.36
Initial Complaint
Date:04/19/2025
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.
There were a total of 6 charges for ***** each on April 16th ********************************************** a text asking if i was making the purchases, i said no so they locked my card. but 5 of the charges had already went through. I called Audible to discuss this matter and talked to a guy named ****, he found the charges but said it was placed on a different amazon account with my card so he couldn't refund it if i didn't know the name of the person that did it. I told him if my card was stolen how would i know the name of the person. We went back and forth and i said fine ill just report to the BBB and i ask his full name and he hung up on me.
Business Response
Date: 04/21/2025
Hi *****,
My name is Sonserae with Audible ************** Team.
Please confirm if you have ever used another email when using Amazon or if a spouse or child may have used their email when using ******. With this information, I can review the account you are experiencing the charges. Without this information, there are limits on the action I can take. Due to the uniqueness of your issue, and your credit card being connected to another persons active account. The steps that will prevent the charges from continuing will be to contact your financial institution and asking for a fraud claim on these charges. This will stop the charges on your credit card.
Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Awaiting your response.
Initial Complaint
Date:04/17/2025
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 repeatedly gone through Audible's online chat requesting that my account be canceled only to find out later that they were still charging me $14.95 a month. I have not used the service in at least two years and probably more..Each time they tell me it is canceled and they have refunded me for one month each time. Then the next month it is charged again and they have never refunded me for more than one month even though they have been robbing my account for years. I have tried changing by debit card in hopes that the new card number or expiration date would stop the draft and somehow it still converted to my new card. I don't know how to stop this but I am extremely upset about it and I think audible should at least refund me for 2 years when they should clearly be able to see that I have not used their service in at least that long. The only reason they've gotten away with continuing to charge me is that I have been ill and have a difficult time keeping up with my bank statements as a result of that. I think audible is deliberately robbing people. I want to be reimbursed and I want my account permanently canceled!
Business Response
Date: 04/28/2025
Hello ****, My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding your current active membership and your request to cancel and receive a refund for charges and I am reaching out to assist with this matter. I reviewed your account and noticed that the membership began via a 30 day trial June 20, 2019. Since the membership was not canceled within the 30 day time frame, the membership renewed and you were charged $14.95 starting July 20, 2019. In you complaint you stated that you made attempts to cancel your membership. Unfortunately I was unable to see any notifications of membership cancellation attempts on your account. I will process your cancellation and process your refunds as requested. Based on you purchase history, the last audiobook purchased was June 1, 2023. Due to this usage of your membership benefits, as per our Conditions of Use (**********************************************************), we are unable to issue a refund for your membership charge(s) for any month(s) of active usage, and we cannot make any additional exceptions to accommodate your request. At this time, the refunds have been granted from July 20, 2023 until April 20, 2025. When refunds are issued, they are automatically returned to the credit card that was charged. Please provide the last 4 digits of the card that was charged and if the card is no longer active, we will need to process your refund via an alternate method. If you have any questions, please let me know. I am available Tuesday- Friday between 9 am to 4 pm EST. If you would like the ability to discuss this matter via telephone, please provide your number along with the best day and time to chat and I will be sure to reach out to you.
Customer Answer
Date: 05/02/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. The refund can be issued to the card ending in 3928 that has been set for the account.
Thank you for your assistance in this matter.
Regards,

**** ******* ****
Initial Complaint
Date:03/28/2025
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.
It's been going on for over a year. I signed up for a subscription, but I cancelled it two months later. Or I tried to. They kept charging my account. I eventually got a new card, which they somehow obtained. They kept charging my account. Since then, I've gotten two new cards, I rarely log in, and I DO NOT enter my new card numbers. They are still somehow getting every single one of my new cards and continuing to charge my cards. I'm concerned that they are somehow violating my confidentiality. I have tried contacting my banks, but they say I have to take it up with audible. I've tried calling audible, and they have been little to no help. The last charge came on my card just today, March 28th, 2025. I just switched cards a few weeks ago, and I haven't even logged into audible since then.
Business Response
Date: 04/04/2025
I sent an email to the customer confirming their membership has already been cancelled as of 3/28/25. A refund was processed totaling $47.55 back to the payment method which originated the charges. The refund goes back to the last usage on the account on 11/10/24 when 2 credits were redeemed for the audiobooks "The Tailor of Gloucester" and "The Bazaar of Bad Dreams" respectively.
Customer Answer
Date: 04/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. However, they did not refund the full amount. I tried canceling the membership a month after I bought it in 2024. But I will accept this money, and am I satisfied with the outcome.

Regards,

******* **********

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Audible is NOT a BBB Accredited Business.