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:01/04/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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: ********
  
  I am rejecting this response because:  

  Please reopen CID ********. I still need my refund.

  
  

  Below is the email I sent to audible to get a refund for the charges.  There have been two more charges. 

  April/2025  $16.32

  May/2025  $ 16.32

  
  

  I would like a refund for all five charges from ************* 2025.

  
  

  Thank you,

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

  Business Response

  Date: 01/07/2025

  Contacted customer and advised the membership on the account related to the email address provided was previously cancelled on 9/2023. Requested customer provide another email address that may have been used for the membership or the transaction ID number for the related charge from their bank statement. Once the charge can be identified we will process any necessary actions. 

• Initial Complaint

  Date:12/30/2024

  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.

  [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,
  
  ***** *******ted . I want them to follow thru on their policy of keeping your books . I would appreciate if someone would reach out so this can be dealt with ..

  Business Response

  Date: 01/02/2025

  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 issues that you have experienced with your account and I am contacting you regarding this matter.I reviewed your current account and noticed that you contacted us on December 20, 2024 regarding your previous account being closed. During the conversation an escalation was created to our Account Specialist Team. Unfortunately due to the holiday and the number of escalations we have received, the process of reinstating your titles and credits is taking longer than expected. I apologize for the inconvenience that this has cause.I am currently in contact with the team currently assisting with this matter and hope to have it resolved within the next 3-5 business days. To ensure that there are no delays in adding your titles, you will need to add a credit card and billing address to your account. Your credit card information is required in order to verify your residential status (international or domestic residence). This is due to geographical restrictions that some publishers place on their titles.If you have any further questions or concerns, please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST. If you would like to discuss this matter via telephone, please provide your number and the best time to reach you and I will give you a call.

• Initial Complaint

  Date:12/28/2024

  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.

  Free trial and then forgot $$$ charge per month, so frustrating but I take responsibility. My complaint is in the difficulty of canceling the audible account. I researched my complaint online and it seems many other customers have had similar difficulties canceling. Some noted alarming continued charges, even after canceling their account. I had to call my credit card as a result and tell them to block Amazon Audible from further charges.

  Business Response

  Date: 01/08/2025

  I apologize as I was unable to view the customer's specific account as there was no identifiable account information provided such as their email address. However, Audible does provide contact channels via phone, email, and chat as well as a Help Page and an FAQ page to assist with customer inquiries and cancellations. Also the top search result on ****** for "how to cancel Audible membership" provides self service steps and instructions on how to cancel their membership on website, ios, and/or android devices. 

• Initial Complaint

  Date:12/26/2024

  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.

  Have spend numerous hours trying to cancel only to receive the run around by several staff members regarding the recurring charge to my credit card. Audible practices are unscrupulous; they should be able to cancel immediately upon request of the cardholder ( which is me). It should not take 4 people to receive the same information over several months repeatedly to cancel an Audible account. If ********************** is connected to Amazon business services, the cancelation for this subscription should be the same process as Amazon cancellation processes and not try to wear consumers down with unneccesary repetitive requests.

  Business Response

  Date: 01/07/2025

  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 charges you have received and I am reaching out to assist you with this matter.I reviewed the account and the contacts associated with the email provided in the complaint and was unable to locate charges or an active Audible membership. During your phone call with one of our supervisor on December 26, 2024, you provided your daughter's email address and we were able to cancel the membership and issue a refund of $179.40 back to the **** ending in **19.If you have any further questions or concerns regarding your refund, please let me know. I am available between 9 am to 6 pm EST Tuesday- Friday and will respond during that time.

• Initial Complaint

  Date:12/25/2024

  Type:Order 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 canceled my subscription with Audible and the still charged my card. I want a refund of the price they charged.

  Business Response

  Date: 01/09/2025

  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 a refund and I am reaching out to assist you with this matter. I reviewed your account and on November 16, 2022, a 30 day free trial was started via the Audible website and the audiobook "Have a *****, Haunted Christmas," by **** ****** was purchased with the free credit. Since the membership was not canceled within the 30 day time frame, the membership renewed on December 16, 2022 and you were charged $14.95 at that time. On February 16, 2024, the membership was canceled and a refund of $14.95 was issued back to the credit card that was charged. There have been no other membership charges since the membership was canceled. In order to properly assist with your request, I will need more information regarding the charge that you received, please provide the following information: 1. Date of the charge(s)2. Amount of the charge 3. Last 4 digits of the credit card that was charged 4. The transaction ID number associated with the charge from your bank statement.If you have any further questions or concerns, please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST and will respond to you during that time. Please note that due to the holidays, response times may be slower than normal. 
  

• Initial Complaint

  Date:12/21/2024

  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.

  Last monthmy account on my ********************** app was malfunctioning. My credits and reading history had been deleted and my account had been switched to the Spanish market. I had a total of 23 books in my library. My library of 23 books disappeared and became only accessible through a confirmation email I had received from Audible after my last purchase. My last purchase was on a new account I created when my original account disappeared. The new account soon over rode the original account and now the original account library is no longer available through that email. Ive had extensive conversations with several representatives the past three days. They tell me they can indeed view my library of 23 books, however, they cannot restore my access unless I can give them a matching email address or an order number from a purchase from the original account. I have given them all three of my email addresses. One representative told me the problem was that the email address they have in their database has a typo that needs to be corrected. Another representative told me that was not true. I have a screenshot of the last book I ordered on my original account. However, there is no order number on that screenshot. The representatives refuse to restore my original account of 23 books, which also includes credits I had accrued. Each representative asks me the same questions, requests the same information, they have forwarded me to other representatives who proceeded to make the same requests and then tell me they cannot help me. I find this totally unacceptable, as a loyal customer since 2014. I find this totally unacceptable to any customer no matter how long or short of a history they have with Audible. The representative present a dead end brick wall. They can view my books, but I no longer have access to them, and they steadfastly refuse to restore my account, thereby withholding several hundred dollars worth of books *** purchased and credit I have accrued the past 11 years.

  Business Response

  Date: 01/22/2025

  From the order number the customer provided we were able to identify the account that was newly established. Requested customer provided the order ID number from any related Audible purchase to help identify the customer's old account. Once the old account is identified we will be able to recreate the lost library content onto the customer's new account. Awaiting customer reply. 

• Initial Complaint

  Date:12/21/2024

  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.

  Thank you ********* *. for assisting me with my complaint with Audible.  I got back in touch with their customers service ***** on 01/07/25 and got my issues resolved and refunded my monies.

   

  
  
  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,
  
  ****** ********r call. I called back immediately, a different **** by name of **** took my info. so he could look into their previous transactions, for the 4th time. I explained the $16.00 charge that their place of business charged me, he also couldnt find the transaction, as the first 3 ***s couldnt. He told me to call my bank because they need to resolve or pay me the amount owed to me. He was very rude, raising his voice, so I asked to speak with a supervisor. He put me on hold for a few minutes, when he returned he stated 'there was no sup available, to call back tomorrow. I just wanted to get this issue resolved so I explained I would wait for a sup to become available, he got very upset and insisted I call back he told me to disconnect and reconnect because I asked to speak with another ***, if he couldnt help me with the issue, he rhan transfered me back to amazon where I terminated a free trial account i had and a verification was never sent to my email, of term.

  Business Response

  Date: 01/02/2025

  Hi ******,

  I did not see a membership under *************************** I do understand your frustration. Audible takes great steps to preventing your experience from happening again, this is why we request your assistance with the prevention. When investigating we do refund your funds back to the credit card it was taken. Have you ever used a different email when using ******, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someones ****** account? They may have forgotten to delete your credit card off of their account. I ask that you contact your financial organization as a better way to prevent unknown and unwelcome charges.
  
  As stated before, I understand your frustration. I feel together we can work towards a favorable solution to this issue.

   

  Awaiting your response. 

• Initial Complaint

  Date:12/21/2024

  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.

  My ****** account was hacked and closed, which I am also still seeking to resolve. I had purchased hundreds of dollars of audiobooks through Audible over the course of years. I am totally unable to access any of the books I spent a lot of money to buy. Sadly, customer service has been useless and only added to the frustration, telling me everything has been erased with the closing of the account by ****** and that I cant even speak with a supervisor as they cant access the account with the email information. I have tried everything to no avail. Customers should know this has been and is being done, and I am very upset by the entire situation. Please help.

  Business Response

  Date: 12/24/2024

  I emailed the customer and offered to help find a solution for this. I informed the customer that this would better be handled over the phone. I gave my availability to the customer asked them to reply back with a phone number and a good time for me to call.