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

• 

  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:05/02/2023

  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.

  Audible continuously charge my debit card monthly fees and I don't have an account with them. Every time I have to contact my bank it causes me to have to get a new card. Each time I change my card, I have to reset monthly bills with other accounts. I've contacted Audible several times but they can't find an account...(because I don't have one). Since they cannot find an account with my name, they don't help me. This leaves me contacting my bank for fraud. I just want Audible to stop charging my bank account. I don't have any idea how they continue to get my debit card number. This is causing all sorts of financial problems (late fees) and stress. I just received a message of a charge today and I just had my bank change things last month. Please help me solve this irritating problem.

  Business Response

  Date: 05/03/2023

  The unknown charge was identified and a refund was processed for $15.85 back to the credit card which originated the charge. No other Audible charges were identified for this customer. An email was sent to the customer advising of the refund. 

  Customer Answer

  Date: 05/15/2023

  It has been resolved. Thank you so much!
  
  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:05/01/2023

  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 have been a subscriber to Audible for many years. I have my monthly subscription fee auto withdrawn from my checking account and normally buy extra credits at a reduced cost. Audible became a part of Amazon. My Amazon account has been hacked - Amazon has been unable or refused to help me get my account back; therefore, I am unable to download Audible books, cannot reach Audible without an active Amazon account, have credits owed me by Audible that I am unable to redeem and Audible has not made provisions for complaints outside of Amazon.

  Business Response

  Date: 05/16/2023

  I have been in touch with the customer consistently as we have been working towards a resolution together. The customer have been very cooperative with me as I navigate towards a resolution.

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Audible has repeatedly charged credit and debit cards that I have NOT given them permission to charge. They promised refunds for those charges and have yet to do so. I have been on the phone and sending emails back and forth to no avail. This has been a very frustrating process and I fell that that are others that have had the same experience. Audible banks on the fact that the time that I spend trying to resolve this issue is worth more than they charge monthly. I will however not quit. This i s a matter of principle and I will take this matter as far as needed. I would like to start a class action lawsuit against Audible for their unfair, misleading and illegal practices.

  Business Response

  Date: 05/02/2023

  Hi Coach,
  
  I understand you stated you have not received your refunds, however, after further review I can confirm that multiple refunds were refunded back onto several different credit cards. Perhaps, the refunds totaling $191.28 may have been missed due to them being refunded back to several credit cards. Below are the transaction numbers, the refund amounts, and the credits cards refunded back to you. If you have not received the refunds, please contact your financial institution and request an official letter written on the institutions letterhead stating that the refunds have been returned to Audible. The letter must also include the order numbers associated with the refunds.
  
  2 Refunds posted on Mastercard ending in **50:
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: ll93f9QGLcDLbHmeahmu
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 2QaWCTWkwrWRn9UqV1zp ___
  
  - 6 Refunds posted on **** ending in **92:
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 1kAqhE9ajKfEIS8S4iBV
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 2utX4RU0McC09uoMSKFr
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 1qUSMV3KuKMNdbtd9uod
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 1dLZuzhBdXcuAidRn4ps
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: Ik7CBQh43GanfSh8KcrX
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 27kl4j3XOgkilFLI2x8Z __
  
  2 Refunds posted on Mastercard ending in **21:
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 1RDxBiykRtzYwQ34F9mH
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: pC2hUzX1aCyxCretxp3J 2
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 4aMNEfUo8L6DU4Ehlo5V
  - Refund Unconditional Deposit - Amount: $15.94 / Transaction Reference #: *********************** / Order #: 3FsTBp23TFD4OMLgHtgp
  
  
  
  I hope this helps.

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When you call this company, be prepared because they are extremely rude. They seem uninterested in their work, dont want to provide help, sound very uninterested in what theyre doing and you end up leaving the call with no help.I called and stated I had the authors name of a book and when asking *****, I could not find it. So, I did what any normal, sane person would do and call the company. It says press 1 if youre visually impaired, so I did becauseI cant see (my wife is writing this review).So, the representative and many others at various times when Ive called (not all of them have, some have been absolute godsends), have been rude but this latest time on 4/20/2023 around 11:20pm, I spoke with a rep named ***** told me there wasnt a such author. After she tried to rudely rush me off the phone and not allow me to cancel my account or provide information about canceling my accountI decided I would hang up and call to speak with a supervisor because the supervisor HAS to care or at least pretend to right? No, *** the supervisor gets on the phone and is acting just like the representatives!!! She clearly sounded like she didnt have a care in the world as I was explaining why I wanted to talk to her and describing my experience. I then decide that I refuse to keep talking about it. I ask her if I cancel my account, will I be able to use my credits that I currently have on the account or not. She says yeah you can use them. Hunh??? Can I use them AFTER the account is cancelledI still dont have the answer to that question because that was the end of the call because at this point Im just over it all. The rep said I had to wait and she would schedule a future dated cancellation, the sup says yeah you can use them like she meant right now. I had to wake up my sleeping wife who has to get up at the crack of **** for a 12 hour shift and who has insomnia and have her search for the author, found her, then got the book smh.

  Business Response

  Date: 04/25/2023

  I spoke to the customer over the phone after reviewing the customer's call history. I informed the customer that I will instruct proper coaching to the agents who did not handle her calls up to Audible's standards. No agent actually did anything that I would consider crossing a line or unfair to the customer. Only one agent did not answer the customer's question correctly which appeared to be what caused the customer to write into the ********************. The rest of the agents that *** need some coaching just need some coaching on soft skills.

   

  The customer requested compensation for her time. While that is not something Audible complies with I put her membership on hold for 3 months. I also re-instated 3 credits that the customer was missing before she requested for compensation. 

   

• Initial Complaint

  Date:04/13/2023

  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.

  Hi,I have 470 approximately audiobooks that Im not able to access nor am I satisfied with the services provided by audible or Amazon. I would like a refund of all my audiobooks as I am not able to utilize the services. Thank you.

  Business Response

  Date: 04/14/2023

  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 the issues that you have experienced with accessing your library and your request for a refund.I reviewed your account and noticed that your account was merged in April of 2022. If you are unable to access your titles, you will need to update the Audible app as well as possibly sign out and sign back in to the app. Based on review, it appears that you have an iOS device. To sign out of the Audible app for iOS, please follow these steps:1. Open the Audible app.2. Tap "Profile".3. Tap the gear icon in the top right corner.4. Scroll down and tap "Sign Out."5. Tap "Sign Out" again to confirm."Once you sign out, please sign back in using your credentials.I am available Tuesday-Friday between 9 am to 6 pm EST. If you would like to discuss this issue via telephone, please provide your number and the best day and time to reach you and I will be sure to give you a call.

  Customer Answer

  Date: 04/19/2023

  
  Complaint: 19931872
  
  I am rejecting this response because:
  
  I expect a refund if I am unable to access over $5000 worth of audiobooks including almost 470 titles.
  

  I am not interested in troubleshooting.
  
  Regards,
  
  *************************

  Business Response

  Date: 04/19/2023

  Hello ******,
  
  Thank you for responding. Unfortunately I am unable to offer a refund as the titles in your library have been downloaded and were purchased over a year ago. You have the ability to access your titles via the Audible website but if you need help with accessing your audiobooks on a specific device, I am available to assist you troubleshoot the issue and get you listening to your titles. Please provide the device that you are using to access your audiobooks as well as the problems that you are experiencing while attempting to access your books.
  
  If you would like to discuss this matter via telephone, I am available between 9 am to 6 pm EST Tuesday-Friday. Please provide your number and the best time to reach you and I will be sure to give you a call.

  Customer Answer

  Date: 04/22/2023

  
  Complaint: 19931872
  
  I am rejecting this response because:
  As I am unable to make use of my purchases I would like a full refund.  These audiobooks were purchased for life yet I have not had access for a while.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 04/27/2023

  Hello ******, 

   I received your response to the Better Business Bureau complaint requesting a full refund because you are unable to access your audiobooks. At this time I am not able to accommodate your request as we have not attempted to troubleshoot the issue and all of the titles have been previously downloaded. You have the ability to access your audiobooks by logging in to the Audible website.If you are not able to see your books and need further assistance, I recommend that we speak via telephone to resolve this issue. I am available Tuesday-Friday between 9 am to 6 pm EST. Please provide your phone number and the best time to reach you and I will be sure to give you a call.

  Customer Answer

  Date: 05/08/2023

  
  Complaint: 19931872
  
  I am rejecting this response because:
  
  I dont have time to troubleshoot and I would just like a full refund.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/08/2023

  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.

  we are now on week 4 or 5. Have chatted with numerous people with no resolution accept circles and circles and more circles and more circles- wasted humans with no skilled training to resolve issues. My wish list should have at least **** saved it only has 4. WHY? Why cant someone resolve this issue or even have human interaction, why is this so complicated. But Audible is so quick to take my money for the membership with crappy customer service and a crappy wish list tech issue. This issue needs to be resolved ASAP. I wish list is exactly that, don't be stupid and ask me what else should be in there cause if I could remember I would not need a wish list would I. ????

  Business Response

  Date: 04/12/2023

  Hi ****,
  
  Under the email ****************** your wish list only showed 4 audiobooks. The audiobooks in your wish list are the following:
  1. "Unfu*k Yourself"
  2. "************************* Podcast: Daily Inspiration"
  3. "The ************* of ********** Intent"
  4. "The Last Lecture"
  
  Your wish list may be located in a different account. Have you ever used a different email when using Amazon besides ******************? If you believe you have more audiobooks in your wish list, please confirm if you have another account you may have used previously.
  
  The steps you received to locate your wish list on your devices are correct. If following the steps haven't resolved your request and you aren't seeing them they may be in a different account. I will be willing to help you locate the audiobooks you state should be in your wish list with your assistance.
  
  Awaiting your response.

  Customer Answer

  Date: 04/13/2023

  
  Complaint: 19913342
  
  I am rejecting this response because:
  There are suppose to be a total of 13 where are the other 9?
  
  Regards,
  
  *************************

  Business Response

  Date: 04/13/2023

  Hi ****, 

  In asking these questions, I am attempting to assist in locating the other audiobooks you stated should be in your wish list. After a review of your account under the email ****************** your wish list only showed 4 audiobooks.
  

  "Unfu*k Yourself"
  "************************* Podcast: Daily ********************************** of ********** Intent"
  "The Last Lecture"

  
  Do you have the name(s) of the audiobooks that are missing from your wish list?

   

  
  Awaiting your response.

   

• Initial Complaint

  Date:03/05/2023

  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.

  This business is advertising $10 coupons that are not able to be redeemed. This has happened twice to me this year. When I contacted them to find out why they werent able to be used, the customer service rep answered a completely different question (that I did not ask). I provided feedback that the response did not answer my question and have not received a response to that. I am still seeing this coupon advertised and feel that it is misleading. I attempted to resolve with the company, specifically to see if it was my user error, but I have had no luck getting an answer back from them so the coupons have since expired and I was not able to redeem. I am not owed any money or services as they were promotional, but the event is still going on and I feel that the company should know about these problems and provide answers to their customers, or stop offering coupons that dont work. For my situations, it was an apology coupon for $10 from 1/17/23 2023 and a promotional coupon for $10 from 2/18/23.

  Business Response

  Date: 03/06/2023

  Sent to the customer: 

  Hi ******,
  

  
  I appreciate your loyalty to Audible. I did a research and I located the two coupons you were not able to redeem. I've applied $20.00 back to your account so you can start your listening adventure.
  
  I'm not sure how the break in communication happened, I will be researching this on my end.
  
  Please click on this link: ***************************************************************************************** it will give you steps on how to redeem your coupons to purchase audiobooks. Again, I appreciate your loyalty. 

   

  Have a healthy day! 

   

   

  Customer Answer

  Date: 03/07/2023

  [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:03/03/2023

  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.

  Several times either my wife or I have inadvertently ordered Audible versions of books when our intention was to obtain a Kindle version. We had a closed account with Audible. Contact with Audible twice within 24 hours is simply resulted in being told that their policy is not to reverse the charges unless you reopen your account (i.e. pay a monthly fee again). I already have books that I don't have time to listen to. The last such charge did not even result in a downloaded book!

  Business Response

  Date: 03/13/2023

  I spoke with the customer. I refunded all three titles for the customer. The customer received a $23.92 refund as well as one credit was restored to his Audible account. I emailed the customer a confirmation of all of this information.

  Customer Answer

  Date: 03/15/2023

  [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:02/28/2023

  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.

  My account user name is ********************** and I am writing this because when I log into the audible it says that my account is locked and they have emailed me instructions on how to unlock my account. Over the years I have invested a lot in different books and now I cant even log into my account to get help from customer service.

  Business Response

  Date: 03/01/2023

  Hello DJ,

  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 issues you are having with accessing your account.

  Based on my review, it appears that your account has been placed on hold by Amazon.com. Your account and your orders have been temporarily blocked by this hold and they are pending further research by Amazon. Since your Amazon account serves as your Audible login, this is the reason why you are unable to login on the Audible website.The hold may be caused by incorrect billing information or because Amazon needs authorization for an order. If Amazon suspects that you have been the victim of a phishing attempt, they may even close your account as a security precaution. You should have received an email from Amazon verifying this information.To access your shared Audible/Amazon account, please contact Amazon.com at ************** or visit their Help page at: *****************************************************************************

  I will make an attempt on my end to contact our teams at Amazon to assist with getting this issue resolved, but I do recommend that you contact them immediately. Please let me know if you have any additional questions or concerns. I am here to help.

• Initial Complaint

  Date:01/29/2023

  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.

  Business obtained my credit card info without consent and made unauthorized charges.

  Business Response

  Date: 02/10/2023

  I have been in touch with the customer via email and via telephone. We have had scheduled follow up calls and have been in constant communication. I am currently investigating how the customer's credit card information was used. To do this I am in contact with members of other teams from Audible that the customer spoke with. My research is on going and the customer has been informed of every single step I have taken as I have taken it.