Business Profile

Data Communication Equipment

IBM

Headquarters

Complaints

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

Customer Complaints Summary

21 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:05/12/2025
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.
In January, our organization purchases SPSS software for $4528. The software has not been in use because the person who purchased the software retired. We have asked for several weeks for a transfer in the license with continuous non-response by phone and by email.
Business Response
Date: 05/14/2025
Received confirmation from customer that this issue has been resolved by the IBM Support team.
Customer Answer
Date: 05/16/2025
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 and the matter has been resolved.

Sincerely,

******** *****
Initial Complaint
Date:05/06/2025
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.
On Friday April 11, 2025 I attempted to buy an SPSS add-on package so that I could further analyze data using some specific features (Missing Value Analysis). I accidentally downloaded the wrong package. I immediately called IBM to try to get the correct package and didn't reach anyone because their customer support line closes at 3pm Eastern time. I called again the next business day (Monday, April 14) and was not able to get resolution. I called on Tuesday April 15, Wednesday April 16 and Friday April 18. From there I was finally directed to customer support online and my exchanges were all through email after this. I emailed back and forth explaining my issue, asking to swap out for the correct package or to at least give me a refund and return so I could then buy the correct package. It has been four weeks and I still have not been helped. IBM keeps emailing "*******" to correct this issue for me but I don't believe ******* is employed with IBM anymore because he has never contacted me. Customer support continues to email ******* who continues to ignore the messages. At this point, I want a return/refund and will not be buying the original package that I wanted. It has been over a month. This is not good customer service.
Business Response
Date: 05/13/2025
IBM investigated this issue and provided credit for the **** invoice.
Customer Answer
Date: 05/20/2025
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 and the matter has been resolved.
IBM says they have issued me a refund, however, it has not yet appeared on my credit card statement.

Sincerely,

***** *****
Initial Complaint
Date:02/27/2025
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.
I am a former college student who signed up for an **** free trial. After the free trial expired, I was prompted to pay $99 in order to continue access. I received both an invoice with my IBM proof of entitlement as well as an email stating that my trial has started, but when I reached out to technical support the day of purchase I was told my case was provisional pending and theyll follow up with me on it. This happened on December 5th, 2024. I paid to have access until January 5th, 2025. I was never able to access SPSS after my free trial ended. I had to drive 1 hour to my college campus to use it there for free. Not even IT ***** at my college knew why I couldnt access SPSS. Since December, I have sent emails, communicated directly with team members via open support tickets, and communicated via phone and live chat. Every single person I spoke with had a very similar response; that they will investigate this with their team and reach out with a response. My husband works in IT and said the responses Ive been getting sound scammy; that its looking like Im getting bounced around between departments so that I eventually give up and forget the refund. I havent forgotten because not being able to access SPSS has cost me not only the $99 that I paid for the service but also my time, money in gas, and energy spent trying to provide the same evidence over and over to different people each time. Each new person I speak with is someone who has just been made aware of my case, requiring me to resend the invoice, email threads, and other information. I also received an email saying it is my responsibility to ensure all of my emails and attachments are sent to the correct case ID, but they are the ones creating confusion by referring me to different departments and case specialists, making it difficult to keep track of who I spoke with. I think this is intentional. Scammy is a misnomer, but this behavior from a business is unacceptable at the very least.
Business Response
Date: 02/28/2025
IBM is actively working with customer to provide refund for the **** billing.
Initial Complaint
Date:02/19/2025
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.
I am a former *** student. For one of my classes, I needed to purchase IBM SPSS statistics. I took the class from May -June(it was a summer course). I cancelled my subscription in July of 2024. I repeatedly keep getting charged monthly through auto draft even though I cancelled it online. When I go onto my account it says cancelled so I am clearly not using their services. They keep telling me to get an ID number which I cant because my account is cancelled. Both my mom and I have been working to resolve this. Numerous emails and phone calls. We have lost over 800 dollars. I don't know what else to do, so I am hopeful that you can rectify this for me.
Business Response
Date: 03/28/2025
IBM has issued credit for SPSS subscription retroactive to October 23, 2024 as a result of customer's first request to ******************** to cancel the subscription.
Attached email exchange provides the details
Initial Complaint
Date:12/17/2024
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 been a subscriber to the IBM SPSS product. They no longer allow you to cancel your subscription on the website, even though it says they do. They force you to connect them by email only. I requested my subscription be canceled on November 8th 2024. Despite hearing from them a confirmation that there were no active subscriptions. I was still charged on November 16th. I contacted them shortly thereafter by email and have had excuse after excuse. A few days ago I received an email saying they still hadn't been able to get a response from the proper team to actually cancel the account, much less get a refund. Now, today on December 16th, I was again charged for this subscription. This is the height of incompetence, fraud, or both.
Business Response
Date: 01/07/2025
Per client request, IBM cancelled the **** subscription and issued credit for the associated billing.
Customer Answer
Date: 01/10/2025
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 and the matter has been resolved.

Sincerely,

******* ********
Initial Complaint
Date:02/22/2024
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.
Hi,My name is *********************. My Customer Number ************* year, I learned the IBM skillsbuild to pursue my IBM Data Analyst Certification. There is one part to use the IBM cloud to finish the assignment. I registered for IBM Cloud, but I didn't realize I receive the following large amount of tickets in the following months. I use nothing from it.I asked ***** to cancel the ticket and my account, and he sent me the method and ticket link. I finished the cancellation requesting ticket on *** 15. Then I received the IBM email which shows my account was deactivated and suspended on *** 16. Then I received an IBM cancellation email on Feb 08.However, I still receive *****'s( account receivable) email invoice that the bill that I requested to cancel by IBM ticket is late to pay. I sent him the email. NO REPLY.I received a new bill for *** 01-***30 which is about 252. Why the account which is suspended on ***16, still produce the bill?I called the IBM customer support, and the representative let me send the situation to the email ************************************ I sent it with details, but I got NO REPLY.I sent the situation to ***** ************************************************ for several emails. I get NO REPLY.What should I do next? How do you resolve my situation?I am requesting to Clear all my bills and Close the IBM cloud account totally.Don't let these bills affect my credit.I need someone to support my case instead all no reply.I have attached all the invoices and emails.
Business Response
Date: 03/01/2024
Investigated client concerns regarding IBM ***** Services billing and provided update to the client that since the IBM ***** Services were used the associated billing charges are accurate.

Attached copy of email exchange with client; graph of IBM ***** Services since account was opened in October 2023 and canceled in January 2024; breakdown of monthly charges from the client's IBM ***** Services dashboard which matches the invoiced billing.
Customer Answer
Date: 03/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
1. Tell me why the istance hours consumed 2160 hourrs in November, and it was charged $167.48. However, the instance hours consumed 2232 hours, but it was charged ******. In this process, I didn't change any service and loged in the account.
2. Explain the action that IBM skillup course, which set it a must to finish the assignment, to lure me to register the IBM cloud and caused the following fee.
Thanks

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************

Business Response
Date: 03/29/2024
IBM is in the process of issuing credits for IBM Cloud billing. As per the attached email correspondence credit information should be available next week.
Customer Answer
Date: 04/01/2024
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:08/01/2023
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.
My department in my organization purchased two annual SPSS subscription licenses in December 2022. The first issue was that we are a nonprofit, but their purchasing process does not ask for that information. We were charged taxes and had to ask to be reimbursed. This started in January 2023. The issue was not resolved for three months. In those three months, I could not use my company credit card or get reimbursed for expenses because of company policies. Getting this resolved was a nightmare. It took 10 emails and several attempted phone calls over the three months to get them to reimburse me. My initial email included the tax exemption paperwork. I was bounced to many people and they kept sending it back and forth. Then, in May, the same charge appeared on my company credit card again! I am not sure if it is for taxes or for a monthly subscription fee that I do not have. I started emailing again and we are now in a new fiscal year and it is unresolved. My company card is locked down again causing havoc as I cannot use it or get reimbursed for expenses incurred during the time I could use it while the charge was on there. It took an email telling them that I am going to report the charge as fraud to get a response just last week in July, and they are now considering opening a dispute on their end. I asked for an update and still have no reply. I think I have to report it as fraud now. This is ridiculous. Terrible customer service. Never expected this from IBM. They know that SPSS is one of the only products like it out there. I am thinking we will try something else though next year. Just terrible and I don't know what to do from here.
Business Response
Date: 08/09/2023
#******** I sent an email to the *********** asking that she provide me additional information so that I can further investigate her issue.
Customer Answer
Date: 08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Hello

I got the following message from the BBB yesterday:

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: 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.

This complaint is not resolved. I was last emailing with ******* ******* and mistakenly thought she was from the BBB (see email chain below) I see now that she is from IBM. They did not remove the charge and I have not heard back from *******. My organization is now disputing the charge with the credit card company. The card was discontinued and we are waiting for resolution. It is being investigated for fraud.

Thank you,
******

Sincerely,

*********************

Customer Answer
Date: 08/22/2023
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 and the matter has been resolved.

Sincerely,

*********************
Initial Complaint
Date:04/20/2023
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.
On January 31, 2023,I wrote IBM an email stating that I will not continue my subscription with them and for them to cancel it immediately. They continue to bill me every month for SPSS software that I have not used since January 20th. I was not able to cancel through my online account because the verification APP that generates security codes is not recognized by my online account. I was not able to cancel by phone because I am out of the country and there are no local numbers for the country in which I reside. Hence, I sent them an email canceling my service as of January 31st and they continue to bill me each month. This is extortion.
Business Response
Date: 05/05/2023
Reviewing

Customer Answer
Date: 05/09/2023
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 and the matter has been resolved.

Sincerely,

*********************************
Initial Complaint
Date:08/08/2022
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.
Used IBM Cloud recently. Without warning, my account was deactivated and I was asked to email their Trust Enablement Team. Upon contacting this team, an email came in quite rapidly stating the account was deactivated and that no services could be provided. Additionally, during a phone call made to IBM, the issue could not be resolved with any information given to me whatsoever. After another email to the trust enablement team, no response was received. This incident occurred on July 14.
Business Response
Date: 08/08/2023
As per the original email from IBM, we reviewed your account/transaction and will not be able to offer services. No further information will be disclosed regarding this matter.
Customer Answer
Date: 08/08/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The answer provided by IBM is not sufficient to satisfy this complaint. The business has constantly failed to respond to these allegations (of presumed fraud) in a timely manner and in a professional setting. It is being requested that a less automated message is relayed to me detailing the actual situation.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*************************

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