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:01/05/2023

  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 signed up for a TRIAL subscription from Audible in December, 2021. The trial subscription was to cost $5.95 per month for a period of three months. I cancelled this subscription after one month. HOWEVER, Audible began billing my credit card $14.95 for a service I did NOT sign up for. I called Audible to cancel and was told that I would NOT be receiving any more bills from them. HOWEVER, since January 2022 I have continued to receive a credit card charge from Audible for $14.95. Each of these monthly charges has been disputed and adjusted by my credit card company, citi ***** Even though I removed my credit card from the Amazon (parent company) website, Audible continues to bill my credit card - last charge was january, 2023. Calling Audible has failed to remove this monthly charge. Therefore, I seek assistance using BBB to try to resolve this issue. thank you.

  Business Response

  Date: 01/17/2023

  On January 6th I reached out to the customer and informed him that I was unable to locate any previous contacts with Audible to research contact history. I offered to call the customer so that we can get the issue straightened out. The customer replied back to me stating he did not want to waste his time speaking to another Audible employee and just wanted the charges to stop. I canceled the customer's membership on January 9th after receiving permission from the customer to make changes to the account. 

  I canceled the membership as requested from the customer. The customer declined my offer to reach out so that he can get clarity on the charges his account due to that under the email address he used to message us there was no proof of history that the customer was referring to.

• Initial Complaint

  Date:12/21/2022

  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 gifted an Audible book to my sister today 12/21 but misunderstood and what she wanted was a Kindle. My call was routed to a call center in *************** and answered by an agent **** *****. I explained the situation and mentioned I saw the Help document saying I need to simply return it. She then proceeds to tell me that she cannot issue a refund because it is policy and I do not have an active membership and that my purchase was made with a credit card.I read out the document to her ************************************************************************************************ and questioned her where this policy is. She became rude and argumentative and spoke over me whereas I maintained a ***** yet steady tone. As I pressed her to show me where I can find this said policy, I learned that this policy she is enforcing is internal facing it was just between her contact center (outsourced by Audible) and Audible.How is this acceptable or even legal?

  Business Response

  Date: 12/22/2022

  The email sent to the customer: 

   

  Hi ******,

   

  I have reviewed your call and your concerns, Audible constantly tries to improve our listeners experience. We take customer service extremely serious. The associate you spoke with will be advised and retrained on this matter. We appreciate the time you've taken to make us aware of your experience. 

   

  Have a healthy and happy holiday season. 

• Initial Complaint

  Date:12/19/2022

  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.

  **************** is a scam. I feel like I spoke to a scam call center the representative could not answer any questions and seemed as if she was speaking and making things up as she went along. She lied about transferring me to technical support and instead place me on hold with the weird the music and came back and said technical support refused to take any calls right now. Im extremely suspicious of this interaction between me and this indian woman who goes by the name of ***** she also asked me to provide my full mailing address I asked her why this was needed since I called for help with the app and she said she needed to get into my account I do not know what this has to do with me needing help downloading the app. The app also does not work with current iOS updates the latest is 15.

  Business Response

  Date: 12/21/2022

  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 most recent customer service experience and the issues you are having with accessing the Audible app on your iOS device.

  Based on the email address provided, I was unable to locate an active membership or recent call history with our representatives. If your account is associated with a different email address, you will need to send me a message from that account to [email protected] and use the subject line Audible BBB Escalation/ Complaint #********/je.

  In the mean time I would like to gather further information about the reason for your initial call. Please let me know if the app is downloaded to your iOS device. Also provide the following information:1. Audible for iOS Version *2. iOS Version *3. Device Model *4. Device Serial Number *5. Cellular Carrier *6. ******** Service Provider *7. What connection type(s) was used when the issue was experienced? *

  I am available Tuesday- Friday from 9 am to 6 pm EST. If you would like to discuss this via telephone, please provide your number and the best day and time to reach you and I will give you a call. Please note that response time may vary due to the holidays.

  Sincerely,******* currently listening to When No One Is Watching by *********************

• Initial Complaint

  Date:11/16/2022

  Type:Sales and Advertising 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 had 8 audible credits and my renewal date was November 2022. When I hit my renewal date, Audible "expired" and removed 8 credits that I paid for and then charged me the annual renewal rate for 12 credits! They removed 8 credits and charged me for 12 credits and then put those same 8 credits back in my account, so now I instead of having 20 credits I have 12. I paid for all of these credits, and now I've paid double for 8 of the credits! I want my additional 8 credits. How is this not illegal when gift cards can't expire in less than 5 years from purchase? They never sent me a notice that my credits would expire. I have uploaded the last email I received from them about my available credits. I had no mention that they would expire. I have since cancelled my account, but it will remain active until Nov. 2023, so I want my 8 credits added back into my account. I will spend them and then be done with audible.

  Business Response

  Date: 11/28/2022

  On November 17th I emailed the customer the following message.

   

  "Hello ****,

  I received your message through the Better Business Bureau. I can help you ********** your credits. If you like, I can undo the future cancellation and ********** the credits. I recommend undoing the future cancellation so that you can enjoy all of the benefits of the membership. Given you are on an annual plan and have already paid for it you can use the next year to sift through your credits as well as enjoy the Plus catalog.Please let me know if you this interests you. If it does I can handle all of the processing for you.

  Sincerely,

  ***"

  I have not receive any response from the customer since I have sent this message.

  Customer Answer

  Date: 11/28/2022

  [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. Please reinstate my account and my credits.  Thank you. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/15/2022

  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 had signed up for a free trial with audible and have tried to cancel numerous times, but due to how complicated Amazon makes quitting subscriptions, I have failed to cancel numerous time and have been charge 3 payments of **** over the past couple months for a subscription that I never used. I feel that I am owed a full refund for the membership I never used and also due to failing to cancel due to Amazon's complicated and shady business practices that make it harder to cancel memberships. Amazon makes their subscriptions harder to cancel on purpose so customers will fail to cancel and pay for subscriptions that they don't want. I have not used this subscription outside of free credits that were used during a trial period, thus I received nothing for what I paid for and was basically tricked into subscribing longer than my trial period because of Amazon's shady business practices that are only used to get more money out of customers.

  Business Response

  Date: 11/16/2022

  Hi *****,
  
  When starting a membership as a 30 day free trial it rolls over as a paid membership if a cancellation isn't requested, but no worries. As requested, I have canceled your membership effective November 16, 2022, an automatic email was sent to ********************** Also, I have refunded back to your credit card multiple membership fees totaling $25.89. Depending on your bank, you will receive the refunds within 7 to 10 business days.
  
  
  Have a healthy day!

• Initial Complaint

  Date:11/06/2022

  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.

  Audible makes the process of cancelling impossible. Twice I have cancelled via the online channels and both times, they continued to charge me like nothing happened. The first time, I assumed I didn't do something right, but the second time I had a second person confirm that it went through. Then, a couple weeks later and I got charged again. Suddenly customer service is saying cancellations can ONLY be handled over the phone... which is not legal under ********** law (where I live). I just want my money back and to be done with this.

  Business Response

  Date: 11/10/2022

  The customer's account was successfully cancelled on 11/6/22 and their 11/3/22 membership charge was refunded in the amount of $14.95. The last usage on the account occurred on 10/17/22 when an audiobook was purchased using a membership credit. 

  Customer Answer

  Date: 11/11/2022

  [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:10/24/2022

  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 bank account continues to be charged for Audible even though I have never signed up for the service. Because we didnt sign up, we can provide none of the information Audible **************** asks for, so they say they cannot cancel the subscription. They want us to give them the email address to whomever has signed up using our bank information. None of our emails are recognized as the email linked to this mysterious account. They suggested we cancel our card, which we have done no fewer than three time, and we just got billed again for the service. We do not know what to do to stop this subscription we never signed up for. We cannot afford any extra charges to our account.

  Business Response

  Date: 10/25/2022

  Hi ****, 

   

  I have located an active membership under the email you used sending this to the BBB: ********************** The audiobooks purchased were "The Subtle Art of Not Giving a F*ck", "The Conscious Parent", "Greenlights", and "The Great Nowitzki". I will cancel your membership effective today October 25, 2022, an automatic email was sent to ********************** Also, you will receive a refund of $111.16. Depending on your bank, you will receive the refund within 7 to 10 business days.

   

  If you have any further concerns, please let me know. 

   

  Awaiting your response. 
  

• Initial Complaint

  Date:10/17/2022

  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 a subscription fee to a credit card connected to our Amazon Prime account since November 2021. This is the third time since 2014 that we've caught a subscription started and charged without our knowledge. The company was not able to offer me an explanation as to how they claim the subscription was started. While they immediately refunded all of the fees charged in the past 12 months, I'm still concerned about the company practices in absence of an explanation as to how the subscription was begun.

  Business Response

  Date: 10/27/2022

  I emailed the customer on October 18th, 2022 to inform her that we do not have any way of knowing who physically activated the free trial on her account. I told her that if someone has access to her Amazon account it could have been done by mistake by someone else or she may have not realized she signed up for a free trial. The customer was already refunded of all charges. 

   

  I also informed the customer that I am happy to speak on the phone if she wants a further explanation. 

   

  I have not heard back from the customer since my initial attempt to reach out on October 18th, 2022.

• Initial Complaint

  Date:10/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having difficulty getting Amazon's Audible Department to unlock my Audible account so I can listen to the books which I have purchased from them over the last 4 or 5 years. I call them to get unlocked and several weeks later, I get messages saying unusual activity and locked again. I still have 2 book credits on my account which I also have no access to. I have an Amazon Prime Account which I am unable to access, however, it does not matter because I am not going to continue using it anyway. I simply want access to my Audible account without interruption for my desktop and my android phone.

  Business Response

  Date: 10/17/2022

  Hi ******, 

   

  I wanted to confirm if you are still having a difficult time accessing your Audible account? I noticed on September 21, 2022 you updated your account and have made audiobook purchases in October of 2022.

  Please confirm if you need further assistance, I will be able to assist you. 

   

   

  Awaiting your response. 

• Initial Complaint

  Date:10/09/2022

  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.

  Transaction (Purchase) on 10/01/2022 in the amount of $162.66 for Audible annual subscription fee. Subscription cancelled, and refund requested the same day. Reversal of charges on 10/04/2022. 10/06/2022 received an "insufficient funds" notice via email from bank. Charge attempt by Audible for $162.66 was declined. On 10/07/2022. Charge authorized and posted to my account for $162.66, audible annual membership fee. This happened AFTER I'd cancelled the subscription, and removed my card from the account. Contacted Audible they report only seeing the 1st charge and the refund. Contacted my bank, stop payment and opened an inquiry on charges. Bank confirms that on 10/01/2022, my account was charged $162.66 (Audible) reversal of charges on 10/04/2022, and ANOTHER deduction by Audible for $162.66 posted to my account on 10/07/2022. Contacted Audible again, same story. Won't refund my money. The bank confirmed all of the activity that Audible is denying. So, where is my money? Audible charged my account AGAIN for annual membership fees for a subscription that had been cancelled, AND had the method of payment removed from the account. Why? Again, where is my money? I formally request a refund of $162.66 immediately, and also request that Audible stop posting charges to my account immediately. AUDIBLE*1404C5Pb1

  Business Response

  Date: 10/18/2022

  I was unable to verify any additional transactions related to the customer's credit card outside of the charge which was refunded. I provided the transaction ID number and related refund ID for the refund which can be verified with the financial institution. I asked the customer if any other transaction ID can be provided for a related additional Audible charge I would be happy to provide a refund.