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:01/29/2025

  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 realized today that I had been paying for 2 accounts. I only signed up for one. in the 4+ years of the other account my child who is under ********************** with my ********************* email thinking it was the ****************** account and over the 4 years had downloaded and likely never read the books, regardless. I paid approximately $837 over these years without any benefits. I have been an active member on the other account since 2019. I was give 9 payments back out of the 56 payments because a book that I didn't order was ordered on the account. the next one before that was long before! They allowed me to move 3 credits over to my active account. My request is that I am refunded what I didn't use. I am a disabled Army Vet on a fixed income. I spend so much my income at ****** and for me this amount of money makes a difference and for Audible/****** it would NOT even register as a rounding error. The cost to refund more money will be a benefit to Audible and ****** as I will remain a customer.

  Business Response

  Date: 02/14/2025

  First Response sent 02/07/2025

  Hello ****, My name is ******* and I am a member of the ************** Team here at Audible. I received your a request for a refund of membership fees you were charged and I am reaching out to assist you with this matter. I reviewed your complaint and was unable to locate an account associated with the email address ******************************. In order to continue, I will need the correct email address associated with the account. If you would like to discuss this matter via telephone, I am available Tuesday- Friday between 9 am to 6 pm EST. If you provide your number and the best day and time to reach you, I will be sure to give you a call. 
  
  
  
  

• Initial Complaint

  Date:01/28/2025

  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.

  Audible continuously allows me to purchase books I have already purchased. And theres no way to track previous purchases unless you spend hours scrolling through their app I believe this is highly unfair and they should change their app to allow searches within for titles that were previously purchased I have bought doubles of books many many times and they allow it.

  Business Response

  Date: 01/30/2025

  I emailed the customer educating her that our system does not allow audiobooks to be purchased twice. I informed her each audiobook has a different product ID that is registered once they make a purchase. Our system recognizes the product ID when trying to make a purchase and will inform you that you already own the title. I also informed the customer audiobooks have different version and each version has its own product ID. I offered to see if the customer has any titles they want me to check to see if they purchased multiple versions. Below is my email to the customer.

   

  "I received your message from the Better Business Bureau regarding our audiobook purchasing system. I wanted to reach out to you to clarify how our system works so that there isn't any confusion when you are purchasing your audiobooks. 

  Audible does not allow customers to purchase the same audiobook twice. Each audiobook on our website has a special product ID that is attached to it. When an audiobook is purchased and added to your account our system does not allow another purchase of that same product ID. You will get an error message when trying to add the book to your cart informing you that you already own the title. There are various titles on our website that have multiple versions. An example of this is when an audiobook comes in an abridged and unabridged versions. Another example is when an older title may get re-recorded with a new narrator. Each different version of a title will have its own product ID. If you were to buy the same book but in an abridged and unabridged version, that would not be considered the same title given they have different product ID's. 

  If there is any title you think you may have purchased twice I am happy to look up your account to see if there are multiple versions of the title in your library. 

  I hope this helps!"

• Initial Complaint

  Date:01/23/2025

  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.

  
  Complaint: 22846747
  
  I am rejecting this response because: I NEVER asked for the other customers information. That would be a privacy issue. Audible and ****** can reach out to the other customer who used MY card and Amazon Or ********************** can remove it from their account as it's FRAUD.  Maybe that customer shouldn't be doing business with Amazon or Audible. I have already spoken with my bank and ****** and took my necessary steps. I will also never do business with Audible or ****** again since they have no intentions of protecting my information but they surely had no problem protecting a thief. 
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/24/2025

  The customer contacted ********************** via a **************** call on January 22nd, 2025. The customer stated she had a charge she did not recognize from Audible. The **************** Agent educated the customer that the charge is not on her Amazon account but appears to be on another customer's account. The agent probed the customer to see if she has any family or friends that could have access to her card but the customer stated she does not have any family members and no one would have access to her credit card information. Due to security policies we cannot educate this customer on other customer's account information as it would leak sensitive information. The customer was advised to go to the bank to get this disputed as it appears to be a fraudulent charge.

  I emailed the customer and reiterated this information to her. I also offered to give her a call so I can help clarify that this is a fraudulent charge and in order to get this properly disputed she would need to contact her bank.

• Initial Complaint

  Date:01/22/2025

  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.

  
  Complaint: 22842822
  
  I am rejecting this response because:It's not resolved I don't see my response back to Audible in our messages. I sent proof of the problems starting in 2020 they say it didn't that it started in 2023 because that's as far back as you can see now. So my proof of 2020 can't be explained. Now if we just do 2023 2024 that's a year that they stole money out of my account they only reimburse me 6 months in Jun of 2024 said they canceled my account and they started charges again the very next month.  I never started a Audible account. So nothing has been done AND I'M SCARED THAT I'M NOT THE ONLY PERSON THEY ARE UNKNOWINGLY STEALING FROM. 
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/29/2025

  Sent on January 24, 2025

  My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding your request for membership refunds and I am reaching out to assist with this matter.I reviewed your account and noticed that on May 16, 2023, a membership was started via a 30 day free trial using your login credentials via Amazon and the audiobook "The First Book," by Eloheem *** was purchased with the credit. Because the membership was not canceled within the 30 day time frame, the membership was renewed on June 16, 2023 and the credit card on file was charged $14.95. In order for a membership to begin, customers are take through a specific checkout flow. During the process, customers are informed that thee membership will renew on a specific date along with the cost of the service and must select a default payment method and agree to the Terms and Conditions of the membership. Emails regarding membership and r monthly credits were sent out each time the membership renewed.On June 28, 2024, you contacted Audible and requested to cancel the membership and receive a refund. The total amount of the refund was $179.40 and it went back to the MasterCard ending in **82. I did notice that the membership cancellation was not processed and your credit card was charged on July 15, 2024 for the membership fee.I noticed that you have been working with an Account Specialist to assist with your request for additional refunds that you were charged. On January 21. 2025, an email was sent to inform you that we would need to process your refund via Amazon Touchstone. If you have not received the email, please check your spam folder and let me know if you were able to complete the process.I am available Tuesday- Friday between 9 am to 6 om EST. If you have any further questions or concerns, please let me know.

  Sent to customer on January 28, 2025 

  Hello Nikea,Thank you for the screenshots you provided. I reviewed the first screenshot and noticed that it was a sample that was downloaded to your library on June 14, 2020. Although this title was added to your library on that date, I was not able to locate an active membership or charges prior to May 16, 2023. Per the second screenshot you provided, this was the date that the 30 day free trial was started on your account. Any of the charges I have been able to locate on your account have been refunded effective June 28, 2024 as per the last screenshot provided.On January 21, 2025, an email was sent to you from one of our Account Specialist informing you of your remaining refund as well as sent a link for Amazon Touchstone to provide an alternate refund since the card that was initially charged is no longer active. Please let me know if you received that email and completed the steps necessary to provide you with your refund.

  Last Response January 29, 2025

  Hello again Nikea, I understand that you have previously submitted screenshots regarding this issue. I did review the screenshots that you sent over over, however they have confirmed all of the information that I gathered about the membership with us. The membership was started via a 30 day free trial on May 16, 2023 (Screenshot #3)and renewed effective June 16, 2023. You contacted on June 28, 2024  to request a refund and to cancel the membership. The refund was issued (screenshot 6) however the membership was canceled. While you state the membership started in 2020, outside of the audiobook that was added to your library in June 2020 (screenshot 2), I am unable to locate charges for that time. If you have further screenshots or other documents showing proof of membership and charges, I am unable to provide refunds prior to June 16, 2023. While I also understand that you would prefer that the refund be issued back to the card that was charged or receive a check however processing a wire transfer is the fastest and safest way of ensuring that you receive your refund. Your banking information will only be used to process the refund and this information is not visible to our agents and other staff. Without the requested information I am unable to assist further. If you would like a phone call to discuss this matter, I am available Tuesday- Friday between 9am to 6 pm EST and can give you a call between that time frame if you provide your number and the best day and time to reach you. 

  Business Response

  Date: 03/21/2025

  Hello Nikea,

   

  This is ******* from the ************** Team here at Audible. I received a notification from the Better Business Bureau regarding your complaint.I reviewed your account and noticed that a membership was started via a 30 day free trial on May 15, 2023. I was unable to locate any membership activation prior to this date. On July 28, 2024, 12 refunds were issued for membership fees from July 15, 2023 to June 15, 2024. The total amount of the refund that was issued was $187.38. Since the refunds were previously issued, we will need documentation from the financial institution associated with the card stating that the refund has not been received. The letter must be on bank letterhead and include the reference numbers for each charge. Here are the transaction ID numbers for your reference:

  06/28/2024 $14.95 E4fCGfMoTDa9Yn59sYpp06/28/2024 $14.95 NI2HWcqfSkIXbotRMFyU 06/28/2024 $14.95 16xCv4wwM7KuV75diZPJ 06/28/2024 $14.95 2MDjQEaTqvMNWauP7nuj 06/28/2024 $14.95 3riWHM4JL6e6dSLACyMh 06/28/2024 $14.95 qIrMQ7sHyMYJGn70bQ5S 06/28/2024 $16.28 VoeQBX7WJxzq1VQ1qxcg 06/28/2024 $16.28 TYwTMxDkihvYiF16pIWB 06/28/2024 $16.28 33OswMhUBUHgjJ6AVNOs 06/28/2024 $16.28 1b288ay7Y4HHDGzvcWZj 06/28/2024 $16.28 2ZnDCZYhmqWpTKvZvAEz 06/28/2024 $16.28 20Udb4L27P4gqp4RpHcw

  On November *******, you contacted us because you were still receiving charges to your credit card for membership fees. It was noted that your membership had not been successfully canceled and you were owed a refund for June 15, 2023 and July 15, 2024. A link for Amazon Touchstone was sent to you to process a wire transfer of $31.23 because the credit card that was charged is no longer active. I can still assist with processing the refund of $31.23 via Amazon Touchstone.Let me know if you have any additional questions or concerns regarding this matter.

  Customer Answer

  Date: 03/22/2025

  
  Complaint: 22842822
  
  I am rejecting this response because:
  This has been going on since 2020 and they say that they can't find anything before 2023 and that they will take money out of your account without your knowledge no email no thanks for your payments no email or message about a payment they know that you're not using it but they charge you I know that I'm not the only person they do this to. So I don't want to settle 
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/25/2025

  Hello Nikea, I received your message from the BBB regarding your request for refunds. On January 21, 2025, you sent an email with screenshots showing your membership history. In the first attachment, it shows that your membership was canceled on November 10, ****************************************************************************** the second screenshot, it shows that a sample of ******************************* by *** ***** had been added to your listening history. in the 3rd screenshot, you provided details of the MasterCard ending in **62 was set as your default payment method. Screenshot number 4 was a duplicate of the billing information that you provided and the 5th screenshot showed that the only title within your purchase history was "The First Book," by Eloheem **** Prior to May 16, 2023, there are no membership charges or history associated with this account. If there is another Amazon/Audible account that you have used to access a free trial, please provide the email address associated with account along with any billing information such as the last 4 digits of the credit card charges and transaction ID numbers from charges prior to June 15, 2023 and I will continue to review this matter. I have researched this matter through every avenue possible and as previously stated, there were a total of *************************************************** **62 on June 28, 2024. When refunds are issued, they are automatically refunded back to the credit card that was charged. Our system shows that the refunds were successfully processed and not rejected or returned by the financial institution that handles this card. In order to processed with processing refunds via a wire/electronic funds transfer, you will need to documentation from the financial institution associated with the card stating that the refund has not been received. The letter must be on bank letterhead and include the reference numbers for each charge. Here are the transaction ID numbers for your ************/28/2024 $14.95 E4fCGfMoTDa9Yn59sYpp 06/28/2024 $14.95 NI2HWcqfSkIXbotRMFyU 06/28/2024 $14.95 16xCv4wwM7KuV75diZPJ 06/28/2024 $14.95 2MDjQEaTqvMNWauP7nuj 06/28/2024 $14.95 3riWHM4JL6e6dSLACyMh 06/28/2024 $14.95 qIrMQ7sHyMYJGn70bQ5S 06/28/2024 $16.28 VoeQBX7WJxzq1VQ1qxcg 06/28/2024 $16.28 TYwTMxDkihvYiF16pIWB 06/28/2024 $16.28 33OswMhUBUHgjJ6AVNOs 06/28/2024 $16.28 1b288ay7Y4HHDGzvcWZj 06/28/2024 $16.28 2ZnDCZYhmqWpTKvZvAEz 06/28/2024 $16.28 20Udb4L27P4gqp4RpHcw As previously mentioned, you are eligible for a refund of $31.23 for June 15, 2023 and July 15, ************************************************************** June 2024 and the membership was not properly canceled. If you need me to resend the link for Amazon Touchstone, please let me know.

• Initial Complaint

  Date:01/07/2025

  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 charged on my credit card for the past 4 months for an Audible subscription that I did not sign up for. In fact, when I called them to question this, they said I cannot cancel this since I DO NOT have an Audible account. I have to file a dispute with my credit card company each month. Neither Amazon nor Audible will help. Thank you for any help in resolving these reoccurring issues.

  Business Response

  Date: 01/14/2025

  We were unable to identify an Audible account with related membership charges under the email address that was provided. I have contacted the customer requesting additional information to assist in identifying the Audible account with the related charges so we can provide a resolution. Awaiting the customer reply. 

• Initial Complaint

  Date:01/06/2025

  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.

  Tried to cancel membership by phone 3 times before free trial ran out and they said there was a technical issue on their end. I was billed today because trial ran out so I tried calling again today, was transferred to 4 different people because no one knows how to do it might I add you have to give each person all your info several times. Went through ****** to try to cancel it and finally found what I thought would cancel it but when you select cancel it just gives you a blank screen. I want a refund and I want it canceled!

  Business Response

  Date: 01/07/2025

  Hi *****,

  My name is Sonserae and I am a member of the ************** Team here at Audible. I have received your concerns and I am in the process of researching your experience. Once my review has been completed, I will contact you with my findings and resolution. 

   

  I appreciate your patience.