Complaints

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

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  Audible

  One Washington Place Newark, NJ 07102

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  Audible

  1 Washington Place Newark, NJ 07102

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:08/24/2023

  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.

  I discovered that I have been charged for a Premium subscription for over 3 years that I never signed up for and did not use. The 1st Audible representative that I spoke to said that all monthly charges would be refunded but their system only allowed for the most recent 9 months. They instructed me to contact my bank and dispute the remaining monthly charges. My bank said that they would need a letter from Audible accepting the disputes. When I called Audible to get this letter, they said that they would refund all of the remaining monthly charges except 1 which I accepted. Then after being on hold Audible said that they could not refund the remaining monthly charges as per their corporate policy. I called back several times asking to speak to a US based manager but only spoke to international call centers located in ********** and ******* that refused to transfer me to a US based representative. This amounts to corporate fraud.

  Business Response

  Date: 09/01/2023

  Tell us why ************************,
  
  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 previous request for refunds.
  
  I understand that youve requested refunds for previous months of membership, and we were able to accommodate your request for a 9 refunds as per a previous conversation. While it is understandable that youre not satisfied with this amount, I can confirm that on November 28, 2022, the credit membership benefit was used. 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.
  
  Please let me know if you have any additional concerns. I am available 9 am to 6 pm EST Tuesday-Friday and will respond at that time....

• Initial Complaint

  Date:08/22/2023

  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.

  Predatory free trial has now cost me $256.00 I signed up for a free trial around 2-28-22 I didnt know I had an audible acct at all until last week I pulled up audible and listened to part of a book. Unknown to me untill today 8-22-23 Audible has been charging me ever since 2-28-22. I just discovered the charges today going through my bank statements for 2022 taxes. I called and canceled the account today and requested a refund and was denied. Its obvious I have not been using audible. Only 2 books have been listened to on the acct. The first book when I opened the free trial and one last week when I discovered I had an audible acct. and still I didnt know untill today that I was being charged by them. I would have never approved 16$ monthly payments for anything that I was not using. I am requesting refund given these special circumstances. Their position so far is that because of policy, they will not refund prior to last weeks use. Which is $zero.00. Anyone with common sense can see that this is an unused acct and that the charges need to be refunded. I consider this free trial to be predatory. This free trial has now cost me 16$ for 16 months = 256$

  Business Response

  Date: 08/31/2023

  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 membership fees.
  
  I reviewed your account and noticed that a ******************************** February of 2022 and the audiobook " The Dragonet Prophecy was purchased with a credit. Since the membership was not canceled within the 30 day time frame, the membership renewed starting March 25, 2022 and you were charged $16.00. When a customer starts a membership with **********************, they are informed of the  renewal date as well as the monthly cost associated. Also, customers are informed to review and agree to the Terms and Conditions of the service. On August 22, 2023 the membership was canceled online and the effective cancellation date was August 25. 2023. Based on your complaint, you stated that you were refused the refund by our ************* Team however I am unable to locate any contacts within the last 30 days regarding this matter.
  
  Based on the usage on the account, I will issue a refund as a courtesy. The funds will automatically be refunded back to the credit card that was charged and could take about **** business days to appear in your account. Please let me know if the credit card and account are still active.
  
  I am available Tuesday-Friday between 9 am to 6 pm EST. If you would like to discuss this via telephone, please provide your number and the best time to reach you and I will give you a call.

• Initial Complaint

  Date:08/21/2023

  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.

  Such a bad experience with Audible and their customer service and non-transparent billing policies. They basically could see no usage on my account after a ******* trial period, yet I was still charged monthly for a service that I did not use.This is deceptive business practice and extremely unfair. I have spent an hour on the phone requesting a refund for months when there was absolutely no usage on the account, only to be told that there would be no refund.This is basically theft in my opinion. I will never use Audible again and cannot believe they can get away with this deceptive business practice.

  Business Response

  Date: 08/23/2023

  Hi *****,
  
  I understand that youve requested refunds for previous months of membership,however,I can confirm that on August 20, 2023, the Audible Premium Plus membership benefit was used. Normally, due to this usage of your membership benefits, under normal circumstances, we are unable to issue a refund for your membership charge(s) for those month(s) of active usage as per our Conditions of Use (**********************************************************).However,as a one time courtesy I will waive our return policy. To do this I would need to return the audiobook "The Women of Rothschild". Please confirm if this will resolve your request.
  
  
  Awaiting your response

• Initial Complaint

  Date:08/17/2023

  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.

  My audible account seems to be in accessible. Audible points me to Amazon, Amazon says they cannot help. I had nearly a decade of purchased books and content and would like to regain access to them. Please get in touch. Additionally I was charged for Audible in July and August, but unable to use the credits due to this account issue. If we cannot resolve, I would accept a refund for those months of membership

  Business Response

  Date: 09/08/2023

  The account has been placed on hold by Amazon.com. The hold may be caused by incorrect billing information or an authorization confirmation for an order. An email has been forwarded to the customer with instructions to contact Amazon to remove the hold. 

  Customer Answer

  Date: 09/08/2023

  
  Complaint: 20485131
  
  How can I reach someone by telephone to discuss?   

• Initial Complaint

  Date:07/30/2023

  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.

  Date of issue: 07/19 My bank card was charged in the amount of $16.18 with the Audible code: P82FK41H3. I have reached out and spoken to 9 people who have not been able to fully address the issue. One individual would take anywhere from 12 to 15 minutes to respond. I spent over an hour trying to get it resolved. I kept getting transferred and having to repeat everything. I did get a refund, however I am still trying to get the information on the individual who used my card info to sign up for an audible membership under their Amazon account so it can be reported.

  Business Response

  Date: 08/10/2023

  Hi ******, 

  I understand your request, I am glad to hear you did receive your refund. Audible would not have access to give you the name of the person who used your credit card. For this information, I would suggest you speak with your financial institution. 

   

  Have a healthy day! 

   

   

   

  Customer Answer

  Date: 08/19/2023

  [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:07/26/2023

  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 had ordered four audible books and then my audible stopped working. I called in they said because an Amazon account was switched or inactive I didnt have access to my books anymore. Im so glad I didnt invest more than $60 bucks or so. Imagine if I had been using this for years and that was the treatment. Complete scam I guess and very surprised they couldnt or didnt offer a book to keep my business. I just wanted what I paid for is all. I havent even finished two of the books yet.

  Business Response

  Date: 08/16/2023

  I emailed the customer for additional assistance in identifying their Audible purchases as I was unable to identify any recent purchases. After any purchase there is a confirmation email verifying the order placed and this will assist in identifying the Audible purchase. The customer has 1 closed account under Amazon and 1 account that has been temporarily disabled by Amazon pending action for the customer related to their account. I was unable to identify any Audible digital content on either account. Awaiting customer reply. 

• Initial Complaint

  Date:07/24/2023

  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.

  If Audible cannot charge the monthly fee to the account you provided, they will look at the most recent card you used to buy amazon goods and just charge that one. So if you use your amazon account for both personal, and business, and have a spouse, or a child also use the account and anyone of those cards could be charged for the audible subscription. My business was charged without permission.

  Business Response

  Date: 07/26/2023

  Hi *****,
  
  Audible constantly tries to improve our listeners experience. As Audible is an ************** when using Audible if the credit card listed is not taken off of your account our system automatically updates the credit card available to receive the Audible membership payment to prevent your membership from canceling. I have taken your experience over to our development department, a further review can be done in this department.
  
  
  Have a healthy day!

• Initial Complaint

  Date:07/14/2023

  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.

  In March of this year ,I bought a one year subscription to audible for $229.50. About 9 days later Amazon locked my account when they made it their business to have an issue with how much I spend with their company. Audible followed suit, locking me out of my Audible account. I've done everything they have asked to resolve this issue, I've done the Amazon touchstone to update my bank info I've done everything. They still have not refunded my money, they keep updating these " tickets" that doesn't do anything. It's been 4 months . No refund. It took them 15 seconds to take the money from my account. It's been over 4 months and they can't seem to get it back in

  Business Response

  Date: 08/13/2023

  Good morning, 

  This matter has been resolved by Audible as your reimbursement has been confirmed. If this is incorrect, please contact your Account Specialist. 

   

  Have a great day, 

  Sonserae

   

   

• Initial Complaint

  Date:07/07/2023

  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.

  Initial Question: 1::billing:::2::dont_recognize_charge:::Good morning.09:36 AM PDT *************************: i am just as sick of contacting you as you are from me. my autitic grandson, 10 yrs old...stole my phone while asleep and had orderd over 20 books! not a good morninf, i had turned card off and the smart y turned it back on.just spoke to bank and there pending. already changed password again 09:37 AM PDT *************************: bank says you can refund and thus stop the payments 09:37 AM PDT ****: Glad to read about the change of the password.09:42 AM PDT *************************: the bank said the refunds should cancil out the pending status 09:43 AM PDT *************************: Im getting a new phone. it has a lockin where i can use a face ricognition or finger print, this kid is killing me!09:45 AM PDT ****: I think there are applications to set up parental control, but anything works. For now, the 23 books purchased today have been refunded. That's a total of $464.92 been refunded as well.09:47 AM PDT *************************: oh thank you so much! I am sorry for the mess. I just keep... well anyway, i dont know what he will grow up to be but he is so darn smart. the parental contrl didnt stop him 09:48 AM PDT ****: No worries *****, we got you. I always think having a smart kid is a good problem to have hahaha At least most of the times 09:48 AM PDT *************************: lol well ***************:I have checked your ticket was raised for this.can you confirm me the amount which was not refunded?and was charged overdraft fee?Me:0none of the returns from the 16th have been refunded!*****:okay, just a moment Me:As you requested, we've returned the Audible books purchased by mistake and issued all the refunds, with the total of $462.92 I still have no refund.

  Business Response

  Date: 07/10/2023

  Hi *****,

  I can confirm your request for multiple refunds are being handled by our Account Specialist. I will contact you with an update on the status of your refunds. 

  Thank you for your patience. 

   

  Customer Answer

  Date: 07/11/2023

  
  Complaint: 20288696
  
  I am rejecting this response because: They have had over 3 weeks to return the money to my account. Bank says there has been no effort to refund. My electric **** off Thursday! I am disabled on fixed income. I need mt money!
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/13/2023

  Hi *****, 

  I apologize for the delay and inconvenience you have experienced so far. After further review, I was able to locate the rejected refunds and confirm they did not go to your credit card. I have informed our Account Specialist and they have sent over steps to receive the remaining refunds totaling of $462.92. Please follow those steps to receive your refunds. 

  Thank you for your patience and have a good day! 

   

   

   

  Customer Answer

  Date: 07/14/2023

  
  Complaint: 20288696
  
  I am rejecting this response because:
  
  There is no such email! I have told you this more than once! Nothing in spam eather! As I have now told you this over three times, one would think you'd have re sent this email! I also spoke with the bank and they say there is no record of a refused deposit. Resend the email. 
  Thank you.
  
  Show quoted tex
  
  Regards,
  
  *************************

  Business Response

  Date: 08/14/2023

  Hi *****, 

  This matter has been resolved by Audible as your reimbursement has been confirmed. If this is incorrect2, please contact your Account Specialist. 

   

  Have a healthy day! 

   

• Initial Complaint

  Date:07/03/2023

  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.

  Dear BBB,My dispute is with ACX/Audible. Recently, they sent me an email that my account was being terminated. No matter how ridiculous it is, they apparently have the right to do so.But they dont have the right to withhold payment for this month. ACX says they will keep the royalties. This was their email today,Hello VincentWe are reaching out to let you know that your account has been found to be in violation of our ACX User Conduct and Content Acceptance Guidelines.As a result, your ACX account has been closed. All titles on your account have been removed from sale on Audible, Amazon, and iTunes, purchases of these titles have been cancelled, and outstanding royalties will not be paidAs you can read above, they say outstanding royalties will not be paid, which they state to allow themselves to put all those royalties into their own pocket. However, on their own website, they state this, Termination Audible *** terminate this Agreement immediately and (b) Audible will, within 30 days after the end of the calendar quarter in which the termination or expiration occurred, issue a final accounting report together with payment for any amounts that *** be due to you under this Agreement in connection with the sale of the Audiobook during the Distribution Period.(See: ******************************************************************************************************************************************)This clearly states that they will, in case of termination, still pay the payment for any amounts that *** be due to you. These are not ethical business practices. Not only are they taking my hard-earned income away that took me years to build up, but as a final nail to the coffin, they are stealing the royalties they owe me by refusing to pay, going against their own agreement.Dear BBB, please solve this problem.*********,***********************

  Business Response

  Date: 07/06/2023

  Hi *******, 

  I have taken your concerns over to our ACX department where they can review your matter. Once this review has been completed, I will contact you with a resolution. 

   

  Thank you for your patience as we work on your request. 

   

  Customer Answer

  Date: 07/07/2023

  
  Complaint: 20271636
  
  Very well. I will wait for their resolution.
  
  
  
  Regards,
  
  *************************