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:06/28/2023

  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.

  Just found out on a credit card statement that I have been billed for audible, in which I never signed up for. It showed it was through Amazon. I logged into my Amazon account and discovered that at least since July of 2022 I have been getting charged nearly $15 per month on my credit card for something in which I never signed up for and ver used. I feel as though Audible/Amazon owes me everything in which was charged to my credit card. Its very deceptive and shady to charge me for something I never knew I had or asked for.

  Business Response

  Date: 06/28/2023

  Hello ****,
  
  My name is ******* and I am a member of the ************** Team here at Audible. I received your message from the Better Business Bureau regarding your request for a refunds of membership fees charged to your since July 2022.
  
  I reviewed your account and on June 22, 2022, a ***************************************** order for the membership to begin, customers have to go through a sign up flow that includes selecting a default payment method and agreeing to the Terms and Conditions of the service. Since the membership was not canceled after the 30 day time period, your membership renewed effective July 22, 2022 and you were charged $14.95 each month going forward.
  
  Based on the usage of the account, you are entitled to a full refund. Refunds automatically go back to the credit card that was charged and usually takes **** days to process. Please provide the last 2 digits of the credit card that was charged to ensure that your refunds go back to the correct payment method.
  
  If you would like to discuss this via telephone, I am available Tuesday-Friday between 9 am to 6 pm EST. Please provide your number along with the best day and time to reach you and I will be sure to give you a call.
  
  

  Customer Answer

  Date: 06/28/2023

   

  Better Business Bureau:
  

  As long as they are offering a complete refund for as long as I have been charged for this service (ie. since Julyof last year) I am fine with their offer. I do not ever remember signing up for a 30 day trial, don't know why I would have even wanted to try it,  and obviously never used it. I still feel deceived by either Amazon or Audible.  I'm not sure who I should be angry with. But offering a completerefund helps . 
  ******* with Audible said in the offer that they need the last 2 numbers on the credit card billed. Those 2 numbers are 61. Thank you for offering to do the right thing , ****
  
  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:06/16/2023

  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 have had a membership for several years receiving 1 credit per month. My credits have built up to 11 and I decided it is not worth the membership to continue at this time, but maybe again in the future.....until today's experience. Upon attempting to update or cancel my membership through several apps ********************************** websites ********************************** and even within the iPhone subscriptions. All routes Failed to meet my expectations. The instructions told me to go to Account Details/Manage Membership to Cancel. There were no options to update or cancel membership...BUT they sure as h*** had a way for me to make payments. They made it VERY easy to take my money but very secretive, difficult, and time consuming for me to STOP them from taking my money. This business practice is NOT IN GOOD FAITH. I eventually had to call Audible to cancel, I followed the prompts to cancel, and the call dropped, (at this point, I am not surprised.) So, I called back and selected normal customer service number, and what do you know, someone answered right away. That is when I was told that I would LOSE my 11 credits if I cancel. How can they STEAL what I have already paid for? This is unethical and moved me to the point of never wanting to return to Audible and blemishes Amazon as well. I have already been migrating to other platforms for shopping, streaming etc. Amazon/Audibles credibility is declining for many reasons and this demonstration of greed is just another reason for me to take my business elsewhere. My request is for POLICY CHANGES and EQUITABLE business practices regarding customer relations. My day started with no detestation toward Audible, that has now changed. After questioning the Stealing of something I have already purchase, that is when the rep informed me to pause for 3 months so that I have time to use my 11 credits. This should not be the work around. Where's the equity with the consumer regarding the purchase of Digital Goods.

  Business Response

  Date: 06/21/2023

  My name is ******* and I am a member of the ************** Team here at Audible. I received your message from the Better Business Bureau regarding a refund for membership fees.
  
  I was unable to locate an active Amazon or Audible account associated with the email address *************************** If you happen to use a different email address as your Amazon sign in, please send your request for a refund from that email address to exec-********************************** and use the subject line Audible BBB Escalation/ Complaint ID #: ********/JE for faster processing.
  
  If you do not have an Amazon account, please provide the following information:
  
  Date of the charge(s)
  Amount of the charge
  Last 4 digits of the credit card that was charged
  The transaction ID number associated with the charge from your bank statement.
  If you would like to discuss this via telephone, I am available between the hours of 9 am to 6 pm EST Tuesday- Friday. Please leave your number and the best time to reach you and I will give you a call.

• Initial Complaint

  Date:06/09/2023

  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.

  I used to use my credit card for my audible membership. I had an issue receiving my new card last time so I put my debit card on the account so there would be no lapse. I just recently had an issue with my credit card so I went on to my account to look and realized that for the last year they had been charging BOTH My cards (my credit card number had not changed when I received a new card) when I messaged the company and talked to them they denied it and said one was charged one month and some months the other card. NOT TRUE according to my bank statements.

  Business Response

  Date: 06/30/2023

  I emailed the customer on 6/22 with a breakdown of the membership charge dates and the linked credit cards which were charged. I was unable to identify any double charges or additional memberships. I advised the customer to send any transaction ID numbers for any unaccounted for charges but have yet to hear back. 

• Initial Complaint

  Date:06/04/2023

  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.

  Audible has been charging our credit card despite the fact that the address associated with the card is not our address, nor the address that is on our credit card. We have called them twice to try to resolve this issue with no resolution to date. We dont know how they can charge a credit card if the address being used does not match the address for the credit card. Something nefarious is happening and they are being very difficult to deal with to try to resolve it while continuing to charge your credit card for unfounded charges. Now they are telling ** that we have to contact our bank. Our bank is not the one charging the credit card..

  Business Response

  Date: 06/08/2023

  I emailed the customer advising a membership started on 12/25/22 when a free credit was redeemed for the audiobook "The Memoirs of Stockholm ****". All membership credits were fully redeemed on 6/4/23 for audiobooks and the membership was set to cancel on 6/24. All the active credit card addresses on file in the Amazon/Audible payment platform are from the same address. I educated the customer on how to verify payment information on their payment platform. 

• Initial Complaint

  Date:05/30/2023

  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.

  On May 30th 2023 I called Amazon to cancel several subscriptions. One of those subscriptions included my audible membership. The representative did inform me that another team handled audible accounts and that he would have to check with someone on that side of the company regarding my request for a refund and cancellation. I asked some very specific questions such as: will I still have access to the content that has already been purchased, will I lose the credits in my account if I cancel today. The representative check with the other department and affirmed both questions. I then asked the representative if he could hold on for a moment. I wanted to make use of available credits prior to canceling the account so that they would not go to waste. When I was ultimately transferred to the audible department I was then told that I would not be eligible for a refund because I had acquired some recent titles with my available credits. I was not made aware of the fact that using those credits would make my account ineligible for a refund. I've rarely used my account at this point and what was most important to me was to just get a refund as I am charged each month for a service that I am not using. Initially, I was informed that I would receive a refund for the last six months of service. I'm not understanding why this would have changed in less than 5 minutes between being transferred from one department to another. I feel that I am being penalized for not being provided with all of the information to make a sound decision. I even offered to the supervisor that I had absolutely no objection to having those recent purchases cancelled or reversed if that was now going to be a condition of the refund. The supervisor informed me that such was not possible at this time. I feel that I asked all the right questions and moved based on that information so perhaps it was not intentional but I ultimately feel that the representative's practices were deceptive.

  Business Response

  Date: 06/01/2023

  Hi *****,
  
  I understand how your discussion with the Amazon representative may have caused you some questions. I hope I can clarify Audible cancellation and refund policy. You may request 6 months membership fee refunds, however, as per our conditions of use, we are unable to provide refunds when the membership has been used.
  
  Upon review of your conversation on May 30, 2023, I will be able to refund your May 3, 2023 membership fee, as the purchases where done after a miscommunication. The other membership fees will not be eligible to receive refunds as they are not within our policy.
  
  Please confirm if you would like to receive the May 3, 2023 membership refund.
  
  Awaiting your response.

  Customer Answer

  Date: 06/07/2023

  
  Complaint: 20122988
  
  I am rejecting this response because:
  
  The agent clearly stated that I would receive 6 months worth of service fees not one. When contacted, I stated that I would be willing to be them halfway and accept a refund for 3 months.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 06/21/2023

  Hi *****, 

  Upon speaking with the Audible agent you were informed of the specifics of your Audible account. You were informed how the six months policy would not apply to your request. As a courtesy, I am able to provide you a one month refund. With a refund, normally, we would return the audiobooks, you are able to keep the audiobooks you have purchased. 

  Please confirm if you would like to receive your May membership refund. 

   

  Awaiting the customer response. 

• Initial Complaint

  Date:05/25/2023

  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.

  I was signed up for an audible account I did not request, I immediately contacted the company and have again since billing they refused to cancel my account, I could not cancel it myself as the you have a credit to use feature would not allow my cancellation today I spoke with ******* who verified since 2021 I have never used the service per their policy they can only refund me at this time 6 months which they did $89.70 which I have not received but they owe me an additional $447.70 from 1/24/21 of drafting money from my checking account.

  Business Response

  Date: 08/21/2023

  Hi *******, 

  I show your membership fees have been correctly processed and refunded. There has been refunds from a previous date sent to you as well as the remainder of refunds owed. If you feel this is incorrect, feel free to contact Audible so further research can be done.

   

  Have a healthy day! 

   

• Initial Complaint

  Date:05/23/2023

  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 have been a member of audible for 10+ years and they have changed their return policy and sent me know notification.When I first joined audible it was with the policy that I could return all I wanted. Now I'm being told I have to keep books I don't want.How is it legal for this to be done?I want to return books as I agreed to and they agreed to.

  Business Response

  Date: 06/06/2023

  This message was sent to the customer May 24. 2023.

   

  My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding the changes that were made to our return policy and your request for a refund.As of October 17, 2022 only titles redeemed using Audible credits will be eligible for return. Titles purchased with credit card or debit card will not be returnable. As an active Audible Premium Plus member, you will still be able to return titles redeemed using Audible credits within 365 days of purchase.As Audible continues to build new ways to provide the audio you love, were constantly reviewing our processes and features. This change is linked to forthcoming upgrades we are making to our in-app buying options, which are subject to policies set by other companies.We know that the option to return makes it easier to take a chance on a new story. As an Audible Premium Plus member, you will still be able to return titles redeemed using Audible credits within 365 days of purchase. And purchases made prior with any payment method prior to 10/17/22 can still be returned within 365 days of its purchase.Please let me know if you have any questions or concerns. I am here to help.

  Customer Answer

  Date: 06/06/2023

  
  Complaint: 20092978
  
  I am rejecting this response because: I have been an ongoing customer of ******************** and the return policy had no limits other than nothing you've owned for a year. This greedy change is not acceptable nor a good business practice. Making people keep books they don't want just makes ** want to buy less because it's a risk.
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:05/16/2023

  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.

  I tried to log into my Audible account on Thursday, May 13,2023, after not being logged in for about month. After I entered email and password a message came up saying that a verification was sent to a telephone that I no longer had access to. I called customer service to update my account information and was basically told that my account had been locked since I hadn't made a purchase in over a year. I was told to make a new account. I then told the representative that I had been a member for over 10 years and have over 20 titles in my library and asked if I would be credited. I was told no and transferred to 4 different representatives and supervisors who did not help. I was told to try and log in again after 24 hours. Nothing changed. I was told that I would receive an email with instructions on what to do next. Never received any email. I was also asked "security questions" where I was to name 3 books on my wishlist and 3 titles in my library. After answering the questions correctly I was told that I didn't pass the security check. I feel I provided more than enough information to gain access to my account. Information the account holder would only know like email address, password, billing address, previous phone number and titles in my library. Spent over 2 hours speaking to different representatives and being placed on hold just to be to a supervisor who could not assist but just listen to feedback for better customer experience in the future.

  Business Response

  Date: 08/14/2023

  On June 14, 2023, we were able to assist the customer and get them logged into their account. The following was sent to them after our discussion: 

  Hello ******,I am glad that we were able to get you logged into your account. All of your billing information has been updated so going forward you should be able to login to your account. If you change your number and address, please be sure to login to the website and update your information or give us a call for assistance.

  The customer has not reached out to state if they continued to have any issues after receiving live assistance from a member of our team. 

• Initial Complaint

  Date:05/13/2023

  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 joined audible in April 2023 and downloaded a book. I was charged through ****** Pay in May 2023 but my credit to download a book has not appeared. (In my frustration I have canceled my membership as of June 9th 2023.) I cannot get any resolution to obtain the audiobook credit owed through any of their customer service numbers. In every customer service phone call I have been told they cannot help since I went through ****** pay. But Audible received my money so I should receive my book credit.

  Business Response

  Date: 06/05/2023

  The customer was advised the charge for $19.35 was for the purchase of an audiobook. There was no membership charge processed for the month of May which resulted in no membership credit added to the account. All credits have been properly accounted for on the membership. 

  Customer Answer

  Date: 06/06/2023

  [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:05/05/2023

  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.

  Audible locked me out of my account that I have had active since 2007 and after multiple calls and hours of trying to correct the issue they refuse to use an alternate method of verifying my identity and they are withholding my purchases from me.

  Business Response

  Date: 05/06/2023

  My name is ******* and I a member of the ************** Team her at Audible. I received your message regarding the issues you are experiencing with accessing your audiobook purchases and I want to assist you with getting this resolved.
  
  Based on the email address provided in your complaint, I was unable to locate an active Amazon or Audible account associated with the email address ********************** If you happen to use a different email address as your Amazon sign in, please send your request for account access from that email address to exec-********************************** and use the subject line Audible BBB Escalation/ Complaint ID#********/JE for faster processing.
  
  If you would like to discuss this issue via telephone, I am available Tuesday-Friday between 9 am to 6 pm EST. Please provide your number and the best time to reach you and I will be sure to give you a call.