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:10/06/2022

  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 charged my bank for a subscription 10/05/2022 that I had canceled in September 2022 and I did not Subscribe after I canceled it.

  Business Response

  Date: 10/28/2022

  I was able to identify the membership charges and processed a refund totaling $64.60 back to the customer's credit card. 

• Initial Complaint

  Date:09/29/2022

  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 canceled my subscription at the beginning of Sept 2022 and they charged my credit card again on Sept 22, 2022 and saying my subscription ends September 27, 2022. They make trying to canceled with them a headache and they should not be able to keep charging after a customer chooses to leave their program.

  Business Response

  Date: 10/05/2022

  As per the customer request, I have properly cancelled the Audible membership and processed a refund of $16.74 back to the credit card which originated the charge. 

  Customer Answer

  Date: 10/05/2022

  [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:09/24/2022

  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 recently lost my job so I stopped payments on the card I gave them for their service.. Today they charged me for service on a card which I never gave them. I would like to know first and foremost how they got the information for this card that I never gave them..and secondly what gives them the right to use it, without my consent

  Business Response

  Date: 10/05/2022

  My initial outreach to the customer was on September 26th, 2022. The customer did not response to my email. Below is a copy of the email I sent the customer.

   

  "Hello *****,

  I received your message through the Better Business Bureau and wanted to reach out so I can assist.

  How did you attempt to stop payments from Audible? I was unable to locate any attempt at canceling or pausing your membership. If you wanted your membership paused for 3 months so that you can take a break from billing I can do that for you if you like.

  Additionally, if you have any card uploaded to Amazon it will also be uploaded to Audible given we share a database with Amazon. If a card cannot be charged the next card on file will get charged. This is called Wallet Cycling.

  I would like to resolve your initial issue. Please reply back to me and let me know how you want to proceed with your account.

  Sincerely,

  ***"

• Initial Complaint

  Date:09/20/2022

  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.

  the problem is Audible is the complaint is windows 10 app sync does not work and Audible knows this and just call them phone number:**************, they will tell you it will not work, to download windows 10 pc for offline listening as they advertise and yet they advertise for you to download a third party app Audiblesync and it downloads, so now who is on my computer if this app does not work? AND Audible know this windows 10 App does not work.since 2021 I am Disabled and have been ripped off by Audible back in 2015-2017, as they charged my card without consent they gave 1 free books to me back then, WOW that stunk. and now I can not access my books off line on my windows 10 personal computer so 318 book are not accessible with my windows 10 compurter.question is windows and Audible working together to force people to change to windows 11? I wonder?please have Audible rated with a "F" for this so other disabled people are not preyed upon.

  Business Response

  Date: 09/22/2022

  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 the changes to the Audible app for Windows 10 and your ability to listen to your audiobooks on your PC.
  
  At this time, the Audible app for Windows 10 has been discontinued and we are unable to provide technical support to customers. As technology changes, Audible will continue to adapt to make sure our platforms and services are up-to-date. We encourage customers to update to Windows 11 and if that is not an option, you can download the AudibleSync app and import your audiobooks into iTunes. This will allow you the opportunity listen on your computer without using your internet connection. If you need, I can provide you with the steps to import your audiobooks into iTunes.
  
  Also, there were several titles that you added to your library that are a part of the Plus Catalog. With the Plus Catalog you have the ability to take a chance on a title without using a credit. Since these titles are free, you have the ability to download them to your mobile device and also stream them on your computer using the Cloud Player via the Audible website. 
  
  Because you are requesting a billing adjustment, I will be able to refund the charges for the membership fee and additional credits that you recently purchased. The refunds will go back to the credit card that was charged within the next **** business days depending on your bank. Also, the titles associated with the credits will be removed from your library. 
  
  I will definitely forward your feedback regarding the changes to the app as well as your ability to listen without having to use different apps to our developers for review. In the meantime let me know if you would like further assistance with refunds, updating your PC to Windows 11 or importing your titles into iTunes. I am here to help. 
  
  

  Customer Answer

  Date: 09/26/2022

  How about you stop ripping people off  and lying," Audible will continue to adapt to make sure our platforms and services are up-to-date.I am Wanting to listen to ALL my books that you promised I could do on my Windows 10 PC. So refund me ALL my books!
  
  
  Hi, kimjustman!
  
  **********'s account
  You have 246 titles in your library. View your library[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 not completely satisfactory to me.How about you stop ripping people off  and lying," Audible will continue to adapt to make sure our platforms and services are up-to-date.I am Wanting to listen to ALL my books that you promised I could do on my Windows 10 PC. So refund me ALL my books!
  
  
  Hi, kimjustman!
  
  **********'s account
  You have 246 titles in your library. View your library
  
  Regards,
  
  *********************

• Initial Complaint

  Date:09/15/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an audible account under the email ************** but I no longer have access to this account and do not know my password. There are over a hundred books I have purchased on this account totaling over $1,000. I contacted audible to help recover my password, they stated it was an amazon issue. I called amazon and they said that there is nothing they can do as there is no transaction history. I asked how can they just tell me that I no longer have access to an account that I have spent so much money on and they said essentially it is not their problem. I asked to speak with a manager and they refused saying they were the manager. All I want is access to my account or you can combine the ************** account with my other audible account *********************

  Business Response

  Date: 09/26/2022

  I emailed the following to the customer on September 17th, 2022. I have heard received any response. 

   

  "Hello *******,

  I received your letter through the Better Business Bureau and wanted to reach out to assist.

  I did some research on your account and noticed that you were sent a password reset email on September 15th.

  Were you able to successfully log in to your account after changing your password?Additionally I saw you had a second account under [email protected] are only 6 titles on the account. If you like we can close that account and move the titles over to your original account.Please let me know if you were able to sign in successfully and if you are interested in moving your second library over to your first.

  Talk soon!

  ****************"

  Without the customer responding to me I cannot assist the customer any further.

  Customer Answer

  Date: 09/26/2022

  
  Complaint: 18031496
  
  I am rejecting this response because:

   

  Did anyone read my initial complaint??? I DO NOT HAVE ACCESS TO ************** therefore I would not have received the password reset. Can you please transfer all the titles from ************** TO *********************** I have access to that email address. 

  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/03/2022

  I spoke to the customer over the phone and we were able to get the issue resolved. I transferred the customer's library from the old account into the new account.

  Customer Answer

  Date: 10/03/2022

  [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:
  
  

  Library transferred, thanks for your help!

  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:09/06/2022

  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.

  On four attempts Ive called Audible re fraudulent charges to devices we dont own after two years later seeing a banner come across my iPhone over music, kidsplus and audible charges. For whatever reason they selected a default card Ive never used and was never billed and its a closed account. Ive been very careful because its the Grubhub app that caused several charges in food to a place of unknown residence in the state of colorado ordering meals. After the initial charges I was refunded twice to two different nt cards and 12 months of music. My husband a county music artist has an admin and label we have no need for apps and have platforms covered. We have no knowledge of how my information was added to the devices my stored card information and upon further investigation by a representative at Audible I have TWO emails on 8/27-8/29 22 reporting the refund of ****** to be refunded to a card. The card is a unemployment card from the year 2020 in ******* and Im working with that bank to get a letter no funds have been put back and its closed. Further more the card was never billed for charges so I dont understand. I have evidence and looked through my husbands phone the same phone hes had since 2019 and my child had a gizmo Apple Watch so she cant download shes 11. Other apps are through school our home device is a MAC. I would like my refund of the ****** put on my card in my recent name where they had been taking charges. Not my former name on a card thats not active. Ive been very proactive to stop the fraud and investigate asking for a history of all activity. Removing old cards Im the only device and user on this account now my husband had never even used it but was a user. Makes no sense how easy charges can accrue over several years to this amount on business cards and stored cards of individuals we order for(my terminal mother) who has no device at all. We depend on Amazon prime for purchase items and love the prime video thats it. Please

  Business Response

  Date: 09/20/2022

  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 request for the refund of $408.52 to be added to your active account.I reviewed your account and noticed that there were refunds issued over a period of a week and I will need to further investigate this issue. I will send you an email with my findings by Wednesday September 21, 2022. In the meantime, I would like to ask for more information to assist me with my investigation. Please provide the last 4 digits of each of the credit cards that were charged for Audible membership fees.I am available Tuesday through Friday between the hours of 9 am to 5 pm EST. If you would like to discuss anything via telephone, please let me know the best day and time to reach you and I will be sure I can give you a call.Tell us why here...

• Initial Complaint

  Date:08/29/2022

  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 a monthly subscriber to Audible and noticed recently that I am not going through the 1 book per month fast enough. In looking to cancel my membership Audible says that they will be revoking the credits in my account that have already been paid for, essentially holding me hostage until I go through them. There is an option to pause your membership but it is only available for three months out of the year which was not long enough for me to catch up on my credits.

  Business Response

  Date: 09/20/2022

  I educated the customer on downgrading his membership to a plan that will allow him to keep his monthly credits. He replied to me interested in learning more about it. I wrote back to him telling more details about the plan and offered to process the downgrade for him. I also educated the customer how to downgrade online. I have not heard back from the customer after sending him the second email in over a week.