Complaints

This profile includes complaints for Audible's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Audible has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/20/2024

  Type:Sales and Advertising 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.

  Amazon offers audible to its customers and makes it incredibly easy to sign up but the auto-renewal is active and it is very difficult to cancel the membership. The app only allows members to pause their membership. Navigating to the full website is confusing and can be difficult on a phone. I imagine the app could be made to cancel, and the only reason it is not is for audible to profit off members who would be gone if they knew how to cancel. I would have loved to leave feedback with audible but I could not find where to do so.

  Business Response

  Date: 08/21/2024

  Hi ******, 

  Audible constantly tries to improve our listeners experience. We do have the option to cancel your membership on line. You would be able to go on the website Audible.com, sign in and click on help, you would be able to request a call back to cancel your membership or click on this link for further steps to cancel: ***********************************************************************************;

  I have given your concerns over to our development department for further review of your experience. Due to the volume of requests they receive, we may not be able to keep you updated on their findings. 

   

  Have a healthy day. 

   

• Initial Complaint

  Date:08/19/2024

  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.

  FRAUD.... charge of 1.28 made to my bank account

  Business Response

  Date: 08/20/2024

  Hi *****,

  I will review your request for a refund, however, I did not see a membership under *********************** Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon account? They may have forgotten to delete your credit card off of their account. What marketplace are you signed up with? I may need to locate you by the state or country your membership is under. 

   

  Awaiting your response. 

  Customer Answer

  Date: 08/21/2024

  
  Complaint: 22162055
  
  I am rejecting this response because: you will NOT find an account for me which IS the point, there is NO ACCT, I've already spoken to your business and since they can not find a thing, there is nothing they can do.  You chg'd my 84 yr old husbands card who has Lewy Body Dementia and he is incapable of purchasing anything and has NO ACCESS to the internet nor does he have a phone.  I find this appalling and a scam.  We have NO CHILDREN in this house and there is no way someone can get his card.  You will NOT do this again.  I've contacted my bank and had his card turned off and reported this $1.28 as FRAUDULENT activity. ************ through Amazon have done this to so many people throughout the past 4 years.  ************ is compromised is the worst way possible, ripping off hard working people who many never get their money back.   
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/27/2024

  Hi *****, 

  I do understand the frustration this has caused you, however, without having any information I cannot review and honor your request to refund and resolve this matter. Has your husband ever had an Amazon account? If yes, what was that email address? Due to the uniqueness of your issue, and your credit card being connected to another persons active account, there are limits on the action I can take.

  The steps that will prevent the charges from the continuing will be to contact your financial institution and asking for a fraud claim on these charges. This will stop the charges on your credit card. 

  Note: Legal and privacy concerns limit the information we can release and to whom it can be released. 

   

  Regards. 

   

• Initial Complaint

  Date:08/17/2024

  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.

  I have spent over 2 hours to cancel subscription to Audible.com, they show options to cancel, but when I clicked those, nothing happens. I called, and customer service said it was done thru ****** play store and they can't do anything. I went on ****** play store and it didn't show the subscription. It should not be so hard to cancel!!! I'm beyond mad.

  Business Response

  Date: 08/27/2024

  Hi ********, 

  I understand your frustration, however, after further review of your account, I can confirm your billing relationship is with ******* I do not have the ability to access or modify your account. For assistance with this membership, you need to contact ****** directly. You can do so here: ********************************************* . I can confirm your membership has been canceled effective August 24, 2024. For any refund request, you would need to contact ****** as well. 

   

  Have a healthy day. 

• Initial Complaint

  Date:08/13/2024

  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.

  Audible has been charging me for an acct that I do not have. They confirmed they cannot find any liked Amazon accts or emails. The credit card they are using of mine is linked to a name that is not mine. They will not refund me. They said to dispute it with my bank. I tried twice. Both were rejected because audible will not provide information to the bank stating my name is not on the acct they are charging my credit card for. They charged me 1/19/24 for $6.40. Then 2/19,3/19,4/19, and 5/19 for $16.07 each month The descriptions for the credit card transactions in consecutive order is AUDIBLE*R83o434Vi,AUDIBLE*Ri92i01U2, AUDIBLE*RH0653TQ2, AUDIBLE* o29L75QV3, and AUDIBLE* UP875iLC3

  Business Response

  Date: 08/14/2024

  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 to your credit card and your request for a refund and I am reaching out to discuss this matter.
  
  Thank you for providing the transaction ID numbers associated with the Audible charges from your credit card statement. I reviewed your account and I was unable to locate an active membership or see any membership fee charges associated with the credit cards on your account and this could be happening through a feature known as back up payment method.
  
  When an Audible membership renews, the card designated at sign-up as the default payment method will be used to process payment for a membership. If we can't successfully charge this card due to any number of reasons (credit card expiration, reissued card, billing information changes, etc.), another payment method on file with the Amazon account  used to sign up for the Audible membership may be used as a backup payment method. This means if you've ever used your credit card on a friend or family members Amazon account, there is a possibility that your credit card could be charged for their membership and in order to issue any refunds, we will need to properly verify security of the account with the charges.
  
  Based on your previous contacts with us, you were unable to provide verification for any accounts associated with the charges and it was recommended that you contact your financial institution to request a refund of the charges as well as update your credit card as it is a possibility that your credit card may be charged for other Amazon services.
  
  If you have any further questions or concerns regarding this matter, please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST and can speak with you via telephone if you would prefer. Please provide your number and the best time to reach you and I will give you a call.

  Customer Answer

  Date: 08/15/2024

  
  Complaint: 22134872
  
  I am rejecting this response because: I have never had an acct with ********************. The only Amazon accts that I have made purchases with are mine and my husband's. I gave an audible customer service *** his name and that is not that name that is using my card for an audible acct. You can call me at ************. I have tried disputing the charges with my financial institution twice but they rejected it because I have no way to prove the acct was not made by me. If the acct is under my name or my husband's (*********************) I will accept. Otherwise I'm taking action. I shouldn't be made to pay for a subscription that I have never had nor signed up for. According to the audible *** I spoke to there are no accts under my name or my husband's or any of our emails or either of our Amazon accts. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/28/2024

  Hi there, 

  I wanted to follow up to confirm if you are still incurring charges from Audible? If so, can you please provide a screenshot of the bank transaction? On the transaction, you will see a string of numbers and or letters that will help us identify the account the charge is associated with. As I'm sure you are aware, if we are unable to have you verify the account security questions (name,email, and billing address) we cannot take action for security reasons. Hence why we advise customers to contact their bank to dispute the charge as we have processes set up where the issuing bank can request a chargeback and in turn it'll 1. refund you and 2. ****** out the subscription. I understand how this can be frustrating, but I'm sure we can work together on resolving this for you.

  Feel free to email us at exec-********************************** with the screenshot and reference your BBB compliant ID: ********

• Initial Complaint

  Date:07/30/2024

  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.

  I was scrolling through ******** one day opened a link and it was for Audible. I listened to a sample and somehow signed up for a membership. I did not realize and for the last four months $16 and some change has been being taken out of my account and when I call their support team the woman I talk to on the phone was very inconsiderate $16 times four is a decent amount of money might not be a whole lot but its still something this lady pretty much acted like oh well sorry about your luck but if I cancel your membership, I take everything else from you too meaning my four credits I paid for for the last four months Then I asked to speak to someone higher and she tells me they wanna know why before just taking the phone call. My reasoning was she was being very inconsiderate. She apparently wasnt paying attention to the fact I said I only listen to a sample so clearly I know nothing about Audible instead of telling me that if I cancel, I lose what I paid for she couldve told me to pause my membership until I use my credits then cancel but instead, as I said before, she was very inconsiderate I do feel I deserve my money back because yall trick people and its sick. Its weird and its shameful.people out here work hard for what little bit they got it stupid a** websites like this that Always got to trick people and just spending their money and then not give two f**** for what they Might have done to someones family over $16.03 a month Im super hurt that that lady did not care when she said I lose my for credit I was like what do you mean take what I already paid for she could have **** well said or we can put it on pause she just wanted to hear me upset a thats sadI again only listened to a sample I did not sign up for a membership ship idk if because I just my Amazon account that has my card on it if it just accidentally start but if so that super messed up it caused me over drafts fees and all

  Business Response

  Date: 07/31/2024

  The customer was advised the ********************** membership was initiated on 3/28/24 and a trial membership credit was redeemed for the audiobook "I'm Glad My Mom Died" on 3/29/24. A membership credit was also redeemed on 7/30/24 for the audiobook title "It Ends With Us". Currently the membership is in hiatus status until 8/29/24 with 3 membership credits reflected on the account. Advised customer the membership will reinstate on that day unless they wish to cancel the membership. I asked the customer to reply to my email if they wished to cancel and I will follow up directly with a cancellation confirmation email.  

• Initial Complaint

  Date:07/29/2024

  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.

  I have had audible for years. I finally decided instead of using Audible to just switch over to Kindle because Audible doesnt always have all the books to the series. I was paying $25 a month for two credits. Imagine my surprise when I go to just check something and realize Audible has now restricted all of the books I PAID FOR and says I cant have them unless I go rejoin. It seem like a SCAM. I noticed Im not the only one with this complaint, I would love for someone to explains years of books plus the money. Not only have I been paying for credits every month for years. Ive also purchased additional credits. because I didnt have enough sometimes.

  Business Response

  Date: 08/06/2024

  Shared with customer on 7/31/24. 

  Under this specific email address I can confirm a membership was initiated on 12/5/23 and the audiobooks "King and Queen of the Hood 2" and "Pregnant by My ******** **** Daddy" were redeemed with membership credits on 12/6/23. The membership has been cancelled since 2/5/24. 

  Is there another email address that may have been used for your Audible/Amazon account? If not, can you please provide an order ID number from any recent order confirmation emails or a transaction ID number for any related Audible charge from your bank statement. This will help us identify the correct account to research the issues referenced in your outreach. 

• Initial Complaint

  Date:07/24/2024

  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.

  They say you can cancel your membership any time. However they make it practically impossible to cancel.

  Business Response

  Date: 07/25/2024

  Hi ******, 

  I will honor your request to cancel your membership, however, I did not see a membership under *********************** Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon account? They may have forgotten to delete your credit card off of their account. What marketplace are you signed up with? I may need to locate you by the state or country your membership is under. 

   

  Awaiting your response. 

• Initial Complaint

  Date:07/23/2024

  Type:Sales and Advertising 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.

  Company Fraudulently charged my credit card on two separate occasions. Would not reverse the transactions or stop the fraudulent account had to have the bank deal with it. They need a system in place to put a stop to fraudulent activity and better security in place.

  Business Response

  Date: 07/25/2024

  Hi *****, 

  Due to the uniqueness of your issue, and your credit card being connected to another persons active account, there are limits on the action I can take. The steps that will prevent the charges from continuing will be to contact your financial institution and asking for a fraud claim on these charges. This will stop the charges on your credit card. 

  I hope this assist in your matter. 
  
  Note: Legal and privacy concerns limit the information we can release and to whom it can be released.
  
  Regards.

• Initial Complaint

  Date:07/22/2024

  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.

  They charged me and I didn't authorize the charge. No one answers the phone so I'm filing g a complaint to get my $14.95 back. This was canceled 6 months ago and they charges me out of the blue. I don't want their crooked service anymore! This is bs!

  Business Response

  Date: 07/24/2024

  Hi *****, 

  As requested, I can confirm your membership has been canceled effective today July 24, 2024, an automatic email was sent to ******************** Also, as requested, I have refunded your membership fee totaling $14.95 back to your credit card. Depending on your bank, you will receive the refund within 7 to 10 business days. 

   

  Have a healthy day!

   

  Customer Answer

  Date: 07/25/2024

  [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:07/13/2024

  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.

  Nearly impossible to cancel your Audible membership. Numerous runarounds from **************** and long wait times. Cant believe Amazon allows these anti-customer policies.

  Business Response

  Date: 07/15/2024

  This matter has been resolved. The customer started their membership with Apple. The customer has been informed they would need to contact Apple to cancel their Audible membership. I can confirm as of July 13, 2024 the customer membership has been canceled. This matter has been resolved. 

  Customer Answer

  Date: 07/17/2024

  
  Complaint: 21985903
  
  I am rejecting this response because:
  
  My complaint had to do with how difficult and exhausting it is to actually cancel. Instructions are hidden/buried on their website and phone call waits are ridiculously long. Then they simply say, "call Apple." I had to *forcefully* request the Audible rep to reach out to Apple on my behalf and cancel for me while I waited. All told, it take 3 phone calls and approx. 45 minutes to cancel, which is not only ridiculous, but should not be allowed. Why are companies allowed to make subscriptions so difficult to get out of? Terrible!!!
  
  Regards,
  
  *************