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:06/30/2024

  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.

  I have purchased many books over the years. I OWN(Ed) a 10 book series that I have listens to many times over the years. I went to restart my series. It is like one 3 month trial period that I used to purchase the first 3 books of this series has been stricken from my account and the books were taken from me. I want a full investigation on this, the employees that failed to help me be held accountable and I want answers. This is theft. I paid for the books. I own more books from the same author that I havent even listened to yet. Why would I move on to new series if I never owned books 1-3 but own 4-10 and 2 other series by the same author. MAKE THIS RIGHT. I have told everyone I know about what audible has done and I will continue to spread the truth. I expect THE **** IS LIFE BY ***********************, BOOKS 1 - 3 back in my Library ASAP

  Business Response

  Date: 07/03/2024

  Hi ********,

  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 replacements of "The Game is Life" series by *********************** books 1-3. After researching your request, I can confirm the three audiobooks in that series were not purchased with credits, they were included in the membership you were previously on. Once a membership is canceled, you would lose access to the catalog when your billing period comes to an end. The title you purchase with a credit or credit card are yours to keep.
  
  I understand the confusion this may have caused. I too love connecting with a good series, and you are correct it wouldn't make any sense to move through a series without a foundation of the series. To help get you back on track with the series, I have gifted you three credits for you to purchase these audiobooks.
  
  Here are the links to the series:

  The Game by ***********************

  ******************************************************************************************************************************************************************************************************************************************************************************************************************;

   

  Digital Heretic by ***********************

   *************************************************************************************************************************************************************************************************************************************************************************************************************************;

   

  Interlude: ******* by ***********************
  

  ***************************************************************************************************************************************************************************************************************************************************************************************************************************;
  
  
  
  Have a health day.

  Customer Answer

  Date: 07/12/2024

  [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:06/28/2024

  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.

  My family had an Audible Membership through a household Amazon account. I had the account for many years and purchased thousands of dollars worth of books (approximately 150 books). When my spouse and I separated, I was told by audible customer service that the library could not be transferred to my new Amazon account. I am seeking to have access to the digital library of books that I have already purchased over the last many years.

  Business Response

  Date: 07/03/2024

  Hi *****, 

  I received your communication requesting access to your library that was previously under a shared account. To properly review your request and provide support can you please provide the email address for the Audible account with the related audiobooks content? I look forward to your reply so we can resolve this issue together. Be well!

   

   

• Initial Complaint

  Date:06/28/2024

  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 called on 28 June 2024 to cancel the account my husband and I share because we realized AMEX no longer reimbursed our monthly charge. We had been banking credits and trying to use them on ANYTHING we were interested in but realized we just did not use it enough to justify paying the monthly subscription. When I asked for a refund of the 3 remaining credits I had already paid for, the agent told me that my recent activity on my account precluded them from doing that. I asked why I was not able to get a refund for the credits that I own that I purchased and did not use and she said that they consider the credits a membership benefit. When I asked why I was still allowed to keep the books that I used credits on, she could not provide a reason for that differentiation. This predatory practice is unethical. I paid for credits that show on my account. I would just like those refunded.

  Business Response

  Date: 07/03/2024

  FYI:

  The customer stated they are withdrawing their BBB complaint. The customer has contacted an ********************** agent who has resolved their issue of lost credits. 

   

  Customer Answer

  Date: 07/11/2024

  [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:06/25/2024

  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.

  I have been paying audible for over a year every month without access to my account. I have called endlessly to ask for help with accessing my account and they continue to tell me that they need to review my ID before they can let me access my account. I have submitted my ID and nothing has been resolved even though *** been told over and over to wait for review which supposedly takes 2 days! I will dispute every charge on my account since they are charging me every month and not letting me access my account I pay for. They are a s*** company and I want ALL my money back

  Business Response

  Date: 07/02/2024

  I was unable to identify an Audible membership under the specific email address provided. Emailed the customer requesting additional information to identify the Audible account (email address) or to please provide the transaction ID number for any related Audible membership charge from their bank/credit card statement. This will help identify the appropriate account. Awaiting reply. 

• Initial Complaint

  Date:05/13/2024

  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.

  Trying to cancel Audible Premium Plus and their customer service is atrocious. Can't cancel online as they claim I don't have a membership even though I've paid them $14.95 every month on the 19th. Phone number to Audible has music then simply goes dead. Absolutely horrible customer service. Cancel my subscription immediately and refund any money that I could possible pay in the month of May.

  Business Response

  Date: 06/05/2024

  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 someones 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:05/09/2024

  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.

  I have three random unauthorized charges in the amount of ***** made by Audible from my bank account. The most recent occurrence was on April 22. $14.95 I'm deeply concerned about these unauthorized charges, especially since i have no recollection of providing audible with my banking information. I don't even have a debit card for this account and would never give my account information to a book company that I don't use. As a customer, I expect transparency and integrity from companies when it comes to financial transactions. the fact that audible had been able to access my account and deduct funds at their leisure is deceptive and alarming and a huge inconvenience. I request that audible cease any further attempts to charge my account without my explicit authorization. I urge them to take prompt action to rectify the situation. I hope this don't take over 24 hours to resolve i need my money asap

  Business Response

  Date: 06/05/2024

  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 someones 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:05/06/2024

  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 purchased an annual subscription with Audible in November of 2023. Last week, I learned I was taking a pay cut so I needed to look over my spending. I enjoy my Audible so I decided to downgrade it to a base account, so I didn't get charged the annual once my annual ends. Not only did they remove my annual subscription I had already paid for, the immediately charged me for a new subscription and put my account on pause until July. This insanity caused me to call. I had an extremely nice rep, who knew it was a scam, do what he could to help. He refunded the new charge and put me on a free trial with 4 book tokens to use. The free trial ends in July. That's 4 months I paid for left over that I would have to pay for AGAIN. I would be extremely grateful if the BBB can help me get my paid for months back.

  Business Response

  Date: 09/10/2024

  Sent to the customer June 7, 2024 

  Hello *****,My name is ******* and I am a member of the ************** Team here at Audible. I received your message from the Better Business Bureau regarding recent changes to your membership and I am reaching out to assist you in this matter.On May 2, 2024, your membership was changed from the Annual Plus Plan to our Every Other Month Plan for $17.00 (plus applicable tax). You contacted us via chat however I was unable to see a conversation where the representative made changes to your account but an email was sent informing you of the changes and the charges to your membership. The membership was also placed on a Hiatus that day.On May 4, 2024, you contact us via telephone and informed one of our agents about the credits you lost from the annual membership. When the agent reviewed your account, a refund of $18.23 was issued back to your credit card, placed you on a 3 month free trial of our Audible Plus Plan and reinstated 12 credits to your account.Please let me know if you have any further concerns regarding your membership. I am available Tuesday- Friday between 9 am to 6 pm EST and will respond at that time.

  Issue was resolved on June 26, 2024 

  Hello *****,Thank you for your patience. You may have received a few emails regarding the changes to your account. Please disregard those emails as I accidentally placed you on the wrong membership plan and had to immediately cancel your membership.As discussed, your membership was renewed via a 6 month gift membership that will automatically end on December 26, 2024. During this time, you will receive 1 credit each month and have access to all of your regular membership benefits including the Plus Catalog. A total of 8 credits were reinstated to your account and they will expire on June 26, 2025 or when your membership cancels.At this time your escalation is closed, but if you need any assistance before June 28, 2024, please let me know. I am here to help.

  Received from the customer on June 26, 2024 THANK YOU SOOOO MUCH! I am super thankful that you fixed this for me. And you gave me an extra month and I get to keep all of my credits. You have no.idea how much stress this takes off lol. I use audible to keep me centered.  Thank you for staying on top of this. I appreciate your help more than you can ever understand. THANK YOU ??

   

• Initial Complaint

  Date:04/14/2024

  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.

  I received a one year gift card for Amazon audible which I activated in January 2024. In March I closed Amazon account and opened another account with different email . I used only three months of one year subscription but am unable to access Audible . Amazon says they can't help me unlock my original account so I will lose 9 months of my subscription . Audible says if Amazon's unlocks my account they will be able to retrieve my information and change email so I can continue using Audible. I would like refund or credit or restart my Audible account .

  Business Response

  Date: 06/04/2024

  Hi *****, 

  Although you do not need to use Amazon, Audible is a subsidiary of Amazon. Which means, we are an *************** Again, you do not need to use Amazon, but I wanted to let you know the process. Please create an Audible account at ********************** with a new email, I would need to confirm what email you would like to have your library reconstructed on. Contact me once this has been done. When it is done, I will then be able to place the audio books you have given me onto that account. I thank you for your patience as we work together to reconstruct your library. 

   

  Awaiting your response. 
  

  Customer Answer

  Date: 06/04/2024

  [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:04/01/2024

  Type:Customer Service 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 am suddenly being charged for a service l did not sign up for.Yes l use ****** but not audible.That is $15.17 l wish refunded

  Business Response

  Date: 04/02/2024

  Hi

  As requested, I have canceled your membership effective today, April 2, 2024, an automatic email was sent to ....... Also, I have refunded multiple membership fees totaling $31.54. Depending on your bank, you will receive your refund within 7 to 10 business days. 

   

  Have a healthy day! 

  Customer Answer

  Date: 04/02/2024

  [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:03/29/2024

  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.

  I was charged for a credit $16.18. I wanted to. Cancel the account, was not interested in any books. To avoid another charge of $16.18 I had to cancel the account as I had already paused it for the time you are allowed. I have now lost $16.18. This seems unfair, they could credit me the money. They are just keeping money and saying its a book credit.

  Business Response

  Date: 04/02/2024

  Hi ******,

  I can confirm your membership has been canceled effective March 29, 2024, an automatic email was sent to *********************** Also, I have refunded $16.18 back to your credit card. Depending on your bank, you will receive a refund within 7 to 10 days. 

   

  Have a healthy day!