Complaints

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

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  Duolingo

  5900 Penn Ave Pittsburgh, PA 15206-3817

• 

  Duolingo

  5545 Walnut Street Pittsburg, PA 15232

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:08/02/2024

  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.

  I have used and enjoyed this app many times and am doing so again for sixth time.
  
  Usually, when I have had issues with the app, I have received help and a solution nearly immediately.
  
  I have struggled with the two languages I recently began, Russian and Portuguese, and have emailed their help line multiple times with absolutely no response whatsoever.
  
  They know mu issues: I cannot get past the first lessons in the languages I am studying.
  
  have tried multiple times. I have deleted the app from my homepage and downloaded it from the cloud several times, all to no avail.
  
  I have tried calling the number I found listed online for their customer service, and it is an incorrect number.
  
  I would like help with my problem. I do not appreciate their lack of response and neglect of a customer like myself.

  Business Response

  Date: 08/13/2024

  Hello,

  
  We're sorry we haven't received your previous messages. Bug reports are not responded to, but are monitored very closely by our QA team. Can you please explain the issue you are experiencing in more detail? I see you are on the second skill in the Russian course.

  Thank you!

• Initial Complaint

  Date:07/21/2024

  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.

  Despite completing the payment for the Super Duolingo Subscription, I have not received access to the premium features. I would appreciate your assistance in resolving this matter at your earliest convenience.

  Business Response

  Date: 08/13/2024

  Hello,

  We see that you canceled your subscription and Apple issued a refund on May 20. There has been no subscription purchased on your account since then. If you'd like to use Super Duolingo, please purchase a new subscription.

  Have a great day!

• Initial Complaint

  Date:07/20/2024

  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.

  On June 4, 2024, I agreed to a free promotion Duolingo was offering where customers get 14 days free use of their premium service. On their promotion, it stated that customers after the 14 days would be charged $6.99 per month giving the impression that the service was month-to-month. The free trial expired on June 18th, and I was charged $91.44. The promotion stated that I would be charged $6.99 per month implying that I could stop service in any given month. Even if annual, I was to be charged no more than $83.99 though the promotion displayed $6.99 per month versus the annual charge. I disputed the amount via GooglePlay as the transaction was done through their platform, and I was denied a refund after applying for one on June 20, 2024. I also contacted Duolingo on June 21st only to be ignored.

  Business Response

  Date: 08/13/2024

  Hello,

  We're so sorry for that pricing confusion. In the app when you checkout, it does state the total and date that you will be charged after the trial. However that screenshot you've included of the FAQs on the google play store is concerning. I've confirmed with our Android developers that Google creates FAQs on the Play Store using AI, which has resulted in misinformation being displayed there. Duolingo Plus is an old subscription that no longer exists. We will be working with Google to remove that misleading information. For now, we are happy to honor a refund. We will only need the email address or username associated with your account (***********@*****.com isn't used for a Duolingo account). After we issue a refund, you will be able to resubscribe to the 1 month option if you'd like to subscribe on a monthly basis.

  Customer Answer

  Date: 08/20/2024

   Duolingo requested that I provide the e-mail that is associated with my Duolingo account for a refund. 
  
     The associated account is: ************@*****.com
  
     I am sending this through BBB since Duolingo has not given me an e-mail to send this information to. 
  
   Kind thanks, 
   ****** ****

• Initial Complaint

  Date:07/20/2024

  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.

  Signed up for a “free trial” of Duolingo Max on the Apple app store. During sign up was told I would receive a reminder three days before the trial was going to be over (I assumed this would arrive in my email box notifying me of when and how much I would be billed if I failed to cancel). I never received any such notice, nor any receipt. Was hit with an unauthorized $188 charge on my bank account on the last day of the trial. I immediately cancelled but it did not cancel or refund. So I attempted to contact Apple regarding refund, because this affects my ability to pay bills. Apple didn’t have a contact person - just a form you fill out and wait. So I contacted Duolingo directly and was told there is nothing they can do - even though it is their product and their trial. This is unacceptable.

  Customer Answer

  Date: 07/25/2024

  Regarding my BBB complaint against Duolingo.  I have received an email from Apple that money will be refunded.  So this complaint is resolved.

• Initial Complaint

  Date:07/19/2024

  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.

  I got a new phone and trie to open the app. They wanted me to login. When I attempted to login the messages was “we don’t recognize this email. This is the same email address I used to purchase the Super Plus program. Duoling has a support line but doesn’t except phone calls. They have a bug reporting online but they dont respond to emails or offer any type of assistance. I have been a subscriber for two years and have received multiple email and notifications from this company. Could you please help me resolve this issue. Thank you!

  Business Response

  Date: 08/13/2024

  Hello,

  Your original account uses the email address "*******@*********.***." I see you've created a new account with the email address "*******@*********.***." To access your original account, sign in with that first email address.

  Have a great day!

• Initial Complaint

  Date:07/13/2024

  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.

  Duolingo has a very demeaning feature called streaks. They expect you to login every day otherwise they humiliate you directly and to your social network that is connected. In the event that you are not able to connect to the Internet for a period of time due to travel, they do not care and proceeded to broadcast to your friends that you are not meeting your commitments and are failing. I contacted Duolingo and let them know that I would not be online for a week and they never responded and then proceeded to send multiple messages to my friends and family saying that I was not meeting my commitments in the application. Not only is this a violation of my privacy It does not promote a positive learning experience. My son was also camping with me had his “streak” erased and they extorted money out of him to buy a streak back. This option was not presented to me and i’m not sure if i would have paid it if it was offered. Overall a purported educational company charging for their service and then trying to extort more money from you.

  Business Response

  Date: 08/13/2024

  Hello,

  We do not publicly shame individuals for losing their streaks. It is a motivational tool to encourage users to use the app every day. It is as demanding as you would like it to be for yourself. We will not refund a subscription because you don't like the streak feature.

• Initial Complaint

  Date:07/04/2024

  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.

  Duolingo professes to be the world's best way to learn a language. I'm a Super Duolingo user which means I pay for the program vs. the free version. It's ~$100 annually. There is a coding error in the section of the program I am currently in and does not allow for me to progress or move forward AT ALL. I have submitted bug reports almost every day for the past 2 weeks. These submissions pin point exactly what and where the issue is. Each submission has an automated reply of submission success yet nothing has been done. My only option WAS to review previous sections only to discover bugs there as well that prohibit progress. I've reloaded, re-booted, re-installed to no avail. I have gotten ONE response essentially saying I don't need to re-submit unless there is new information. Every day it doesn't work is new to me.
  Duolingo strongly encourages daily use to promote learning and not losing learned skills. They do this by automated messaging to emails. I would really like to continue but it has been made impossible with the lack of attention to the error. While certainly not an expert, I assume the solutions are: Fix the error, delete the question or offer a skip button so at least one can move forward.
  Evidence of submissions is attached.

  Business Response

  Date: 07/05/2024

  Hello,

  We have a separate team that reviews bug reports, and they do not personally respond to users when a bug isn't present. There is no bug in this case. There are two blank spaces to enter responses into. In every screenshot you've shared with us, you are only filling in the first of the two blank spaces. The exercise will not allow you to continue until you complete the exercise, not just half of it. I've updated your screenshot to highlight what you are missing. Have a great day!

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  

  I do not expect a personal response. I expect the error to be fixed and I am checking on an almost daily basis.  It doesn't matter how many characters I enter into the blank space, the green check button still does not present in order to move forward See attached screen shot.
  
  Regards,
  
  
  
  ****** ******

  Customer Answer

  Date: 07/11/2024

  Thanks for the clarification of the submitted issue.  The 2nd line for the second required entry does not clearly present. However, clearly I did not read and address the complete sentence. I appreciate the help in getting resolution. I don't think it would have occurred any other way as there is no customer service to ask clarifying questions. It is clear bug reports are not addressed without intervention. 

  I look forward to continuing my learning. This issue can be closed.

• Initial Complaint

  Date:06/15/2024

  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.

  This is a complaint for the app Duolingo.
  
  I did a two-week free trial for Duolingo’s Super package, in which I had received unlimited “hearts”. According to their own website, Super membership comes with unlimited hearts:
  
  https://**********************
  
  It is the second item listed under what a Super user receives.
  
  So I signed up for their annual Super plan, which costs $83.99 a year. However, I am still limited to only 5 hearts.
  
  This is a bait and switch. I want the unlimited hearts I was promised, and I want my membership to be restarted as of that date. My account is @***********.
  
  It is unacceptable that a company of this reputation commit such dubious practices.

  Business Response

  Date: 06/17/2024

  Hello,

  We've looked at your account and see that you currently have unlimited hearts enabled. Please keep in mind, this feature can be enabled or disabled from the Super tab on the top right corner of the home page.

• Initial Complaint

  Date:06/14/2024

  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.

  Daughter had her phone damaged and cannot log in and also forgot the email that was associated with the account. We sent several messages via email and X (formerly Twitter) messages without a response. In this request, we asked an Agent to assist us in resetting the username/password since we do not know what email was associated to the username - **************. Initial email was on 6/6/2024, Reference code: *******. We are paying for a service that cannot be used. Our request the following: a response from the company and a solution to our problem. If the vendor doesn't respond, request full refund. This company has a history of non-response to inquiries from other users and this is the reason I am using BBB for assistance.

  Business Response

  Date: 06/17/2024

  Hello,

  We're sorry you didn't hear back from us. We have a dedicated support email for subscribers to quickly get a response from our support team. Next time you need assistance, rather than sending feedback, please email *************@********.com
  
  The email used for this account is ************@******.com. We've sent a password reset email to this address. We've also repaired the streak on this account, and extended the subscription by 2 months. It is now set to renew on November 16, 2024. If you require assistance in the future, don't hesitate to reach out via email!

  Customer Answer

  Date: 06/17/2024

  
  
  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. In response to the vendor's request to email them on future requests to super-*******@********.com, an email was sent on June 8th. This email was found from previous complaints on BBB. We did not receive a response from that neither. This is the reason we submitted a complaint to BBB. This resolves our issue and thank you for extending the membership.
  
  
  
  Regards,
  
  
  
  ***** ***

• Initial Complaint

  Date:05/06/2024

  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.

  My 11 year old daughter signed up for the app super duolingo. I realized that she signed up for something that cost $167.99 and had her cancel the subscription that same day. They do not want to refund the subscription. I do not want the year membership but won’t refund even though I cancelled it immediately.

  Business Response

  Date: 05/06/2024

  Hello,

  According to the screenshot you've provided, that refund request is being reviewed by Apple. If you haven't yet, please be sure to cancel your daughter's subscription. It is unlikely that your refund will be approved if it is for an active subscription. Apple does not allow us to issue refunds on their behalf, so you've done the right thing by requesting a refund from them. Please reach out to Apple Support with further questions, as they are the party that is able to assist you with this. 

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  
  ****** *********