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:03/01/2023

  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.

  On January 16, 2023 I purchased a Duolingo Plus subscription for one month for the price of $12.99. When I went to cancel the subscription through the app, it only gave me the option to “restore my purchase”, although I still had Duolingo Plus benefits and Duolingo had charged me for the second month. I have visited the Duolingo help center on their website and submitted a request to end the subscription on February 26, 2023 and they have been unresponsive.

  Business Response

  Date: 03/28/2023

  Hello,

  At this time, we do not have the ability to cancel subscriptions in the app if they were purchased directly on the website. Only purchases made through the app store are able to be cancelled using the Duolingo mobile app. I looked at your account and can confirm that you have successfully cancelled your subscription since submitting this complaint, and your subscription is no longer active.

• Initial Complaint

  Date:02/27/2023

  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.

  I have not been able to log in to my account and use the paid service since February 14th. I have a yearly subscription to this product paid for in advance and can no longer access the product. I submitted multiple support tickets regarding this issue and have not received a single response and still have no access to my paid account.

  Business Response

  Date: 03/21/2023

  Hello,

  I'm sorry you've been experiencing trouble signing into your account. We have sent a password reset email to the address associated with your account. Please install the latest version of the app and reset your password. I see you have spoken to several members of our support team to confirm that your subscription has been cancelled. You will no longer be billed automatically for your subscription.

  Have a great day!

  Customer Answer

  Date: 03/22/2023

  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.
  
  
  
  All the business did was send a link to reset my password. After resetting my password, I am still continuing the receive the same error message that I have repeatedly complained about months ago. A screenshot of this error message has been submitted.

  They also claimed that I will no longer be billed for this subscription. Of course I won't as I have already cancelled it myself. The yearly subscription fee is paid a year in advance and I have already been charged for several past and future months in which I have not been able to even log into my account. I am demanding a full refund for paying for a service that has absolutely zero support. They just take your money and offer absolutely no help whatsoever if you have any issues using their app.
  
  
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 03/30/2023

  Hello,

  I'm sorry the password reset link didn't work for you. Upon further inspection, it appears that your account has been deactivated due to failure to adhere to our guidelines. After discovering your account was being used to farm xp by somehow completing 17 lessons/minute, you were sent a warning on February 6. Because that behavior continued after your warning, your account was deactivated. We do not tolerate cheating, but we do give users a warning to stop before we take the action of deactivating their accounts. Please refer to the email that was sent to you by our community team for more information!

  Customer Answer

  Date: 03/30/2023

  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 have never received a single email from DuoLingo regarding deactivation of my account. In fact, I've emailed DuoLingo support numerous times and have never even received a single reply to one of my emails. I always just receive a computer-generated response stating that I am "not likely to get an immediate response." The only time I finally received an email I received from DuoLingo was only after finally contacting BBB about this complete lack of support for a product that was purchased. And even then, the email that I received was a computer-generated email about a password change and had absolutely nothing to do the my case. Why would you not attach a copy of this apparent email that was delivered to me on February 6th? I've gone ahead an attached a copy of the generic replies I continued to receive from DuoLingo support.

  So I received absolutely no warning about this issue and then my account was deactivated again without any contact regarding the deactivation. I have to contact BBB about the issue in order to finally be informed as to what the issue was with my account.

  As requested earlier, you can go ahead and process a full refund for my subscription payment. You don't want me using your product, so please don't expect me to actually pay for a product that I am not allowed to use.

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

  Business Response

  Date: 03/30/2023

  Hello,

  I will paste the message regarding your account's deactivation here. Apple does not allow developers to issue refunds on their behalf. Since you purchased your subscription from Apple, you must request a refund from them directly: https:**********************************

  “Hello,I’m writing to you today to let you know that your account is deactivated for manipulating XP to gain an advantage in Leagues.We do not tolerate cheating in Leagues and encourage everyone to uphold our community guidelines (https://www.***********************) when using Duolingo. As your accounts will no longer be accessible, you will no longer be able to use your subscription as well. In order to get a refund, you will need to submit a request to Apple directly: due to the way the subscription is set up, we are not able to process any Apple subscription refunds. If you have any questions or feel that this was done in error, please contact ******************.Kind regards,
  Duolingo Abuse Team”

  Customer Answer

  Date: 04/04/2023

  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.
  
  
  
  Why are you pasting a message that was never delivered to me? I asked to see a copy of the email that you're claiming to have sent me. You stated previously that you first sent a warning email and then a deactivation email. I would like to see actual timestamped copies of both the emails claimed to be sent to the email address registered to my DuoLingo account.
  
  Since no warning or closure emails were delivered, I would like my account reactivated for regular use again.
  
  
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 04/05/2023

  Hello,

  We use an automated method of delivering those warnings and I cannot share screenshots of that process. It is not necessary to show you proof of when the warning was sent. You failed to adhere to our community guidelines, which has resulted in your account's deactivation.

  Customer Answer

  Date: 04/11/2023

  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 have contacted Apple Support as to your suggestion and they've informed me that only you can refund my purchase at this point. I've attached a copy of the support chat. Please issue a full refund for the product that you removed my access to without warning or declaration.

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

  Business Response

  Date: 04/19/2023

  Hello,

  It looks like they are declining your refund request because the transaction was made over a year ago. I'm not sure why they are redirecting you to Duolingo, as we do not have your payment details to issue a refund. Additionally, the other family member using the subscription (user **********) has actively used it through the end of the 12 month period. Only your account was deactivated due to your failure to adhere to our guidelines.

  Customer Answer

  Date: 04/19/2023

  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 didn't realize the subscription was still being used by another family member. Can you just reactivate my account and I'll be sure to adhere to the user guidelines moving forward. I never received any warning about my activity so I was blindsighted by the deactivation of my account.
  
  
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 04/25/2023

  We have reactivated your account as a private user. You will not have access to leaderboards considering your prior activity history. You will still be able to complete lessons, just not compete on the leaderboards. We will not offer this courtesy if your account is deactivated again.

  Customer Answer

  Date: 04/25/2023

  
  
  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. 
  
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:02/24/2023

  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 also join Diolingo in december 2022. But realized they charged me for a year not monthly.
  
  I cancelled my subscription Jan 2023 but it still showed it has not be cancelled today. Also charge of $64.04 was still on my CC. I have tried to contact the but they are as hard to get as calling the president...can't do it.
  
  I have continued to cancel the year long subscription but the button on their screen does not work or they are just a bad company.
  
  Do not deal with these people find another way to learn a language. Very upset

  Business Response

  Date: 03/21/2023

  Hello,

  You have subscribed to the 12 month Super Duolingo option, which is why you were billed for a 12 month subscription. I can confirm that you have successfully cancelled your subscription. Cancelling a subscription prevents it from being renewed. You will no longer be billed automatically for this subscription.

  Customer Answer

  Date: 03/21/2023

  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 believe you should not pay for something you have cancelled this is absurd that this company would have handled the situation this way.
  
  Regards,
  
  
  *** *****

• Initial Complaint

  Date:02/22/2023

  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.

  Duolingo charged me $79.99. It's for an unauthorized renewal of a subscription. I've been trying to contact this company for months to cancel my subscription. There is no phone number there is no email there is no Live Customer Support via chat. Duolingo advises you canceled the subscription through the app, but I cannot remember my password. And the email that was associated with this account was hacked, so I do not have access to resetting my password. I have tried to reach out to the company multiple times and do not get a response. I need to be reimbursed and want to file a formal complaint against duolingo.

  Customer Answer

  Date: 02/27/2023

  Hey there. The company (Duolingo) reached out and offered to refund the money to my bank account. So the issue has been resolved. Thanks for responding so quickly though. I appreciate your help. 
  
  ******* ******** 

• Initial Complaint

  Date:02/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 misled by duolingo and filed a dispute with capitol one. They original reversed the charge but they ended up giving duolingo their money back.
  
  Even though this happened it never reflected my account. Originally I was misled and charged for a yearly family plan, I didn't want that and I never got notification of it. The charge was predatory, I was told it would be monthly.
  
  Anyways, after I originally had my charge reversed I signed up for a monthly plan. When I realized what happened I stopped my monthly plan and I realized they got my money still but never gave ms the yearly subscription benefits.

• Initial Complaint

  Date:02/09/2023

  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.

  App stopped providing xp points after lessons. Purchased the family duolingo and to have enough xp points I have to purchase to participate in activities since xp points don't get added. This has been an issue for over 3 weeks have sent emails no response. This platform does not care about its users only money.

  Business Response

  Date: 03/07/2023

  Hello,

  We've received your bug reports, though as stated, we typically do not personally respond to them. All the screenshots you submitted show that you've earned thousands of xp, so we're not quite sure what you are referring to when you say you aren't receiving any. If you can elaborate on the issue, we'll be happy to take a closer look. However, based on the information and screenshots you've provided, there doesn't seem to be an issue. I've also taken a close look at your account activity and can confirm you've been receiving XP properly.

• Initial Complaint

  Date:02/06/2023

  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 have been trying to reach Duolingo since September 1, 2022 and have sent several follow-up emails regarding a technical issue that occurred which needs to be remedied. Upon being addressed I would like my account restored to what it was supposed to be prior to this glitch. While it is totally understandable that an app has issues it's not acceptable for paying customers to be put on hold for over 6 months without a valid response and resolution. If Duolingo is unwilling to take care of this issue then I would like my money back. I've attached all of my correspondence and an attached original email from 09/01/22.

  Business Response

  Date: 03/07/2023

  Hello,

  Your streak was reset due to inactivity. While we have a support team to assist with payment issues and to escalate bugs to the appropriate teams, we do not respond to every request to manually repair a streak. We cannot honor a refund at this time as you have been actively using your subscription benefits since you purchased the subscription.

  Customer Answer

  Date: 03/07/2023

  
  
  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. 
  
  
  
  Regards,
  
  
  ******* ******

• Initial Complaint

  Date:01/26/2023

  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 said they billed monthly yet charged me for two months in one day, causing me to go wildly negative in my bank account even after I had cancelled my subscription!

  Business Response

  Date: 03/07/2023

  Hello,

  I've reviewed your account, and it appears some of your payments failed. When this happens, Apple still allows you to utilize your subscription in a grace period, and they will bill you for previously failed payments at a future date. This is why you were billed twice on the same day. I see your subscription has since expired, so it will no longer renew automatically.

• Initial Complaint

  Date:01/24/2023

  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 cancelled subscription in 2021 - was charged renewal in 2022. Reported to
  Visa, received credit.
  Got charged renewal Jan. 2023 and have tried everything possible to contact Duolingo for refund. Perhaps like Wells Fargo, they are just assuming we don't look at our statements.
  I have emailed that their refund directions are not understood by me.
  Especially in their "form letter", that is typed in pale grey "#please type your reply above this line#" Can't type above that line. Makes no sense. I've started sharing this experience with everyone I know.
  I tried one selection offered on their tele # (twice) even tho it didn't refer to refund dept. Was hoping I could get "somebody", but no call back of course.
  Everything just says go to website and I keep getting the same form letter back.

  Business Response

  Date: 03/07/2023

  Hello,

  Your subscription continued to renew because you did not cancel it. When you dispute a transaction with your bank, you must also be sure to cancel the subscription associated with that charge. Your bank does not have the ability to cancel subscriptions on your behalf. I see your subscription has been refunded and cancelled since you sent this complaint, so you will no longer be billed unless you choose to resubscribe.

  Have a great day!

• Initial Complaint

  Date:01/19/2023

  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 signed up for a Duolingo account double checking that the cost was $12.95 for a year subscription. I was charged $119.99 for the year instead. Trying to contact their customer service is a joke. They have ZERO phone support - I'm guessing because they don't want to deal with all of the disgruntled consumers who got tricked into the high cost of their service. This is a classic bait and switch and when they have your payment information they can basically do whatever they want with it. The subsequent emails did say my free trial was ending but I assumed it was at the $12.95 I had signed up on, nowhere did it mention $119.99.

  Business Response

  Date: 01/19/2023

  Hello,

  We offer several subscription options. The cost you are referring to is for 1 month of Super Duolingo. However, you selected the 12 month family plan for up to 6 people, which costs $119.99 annually. Had you selected the 1 month option, you would have been billed the lower amount. I have cancelled your subscription and have issued a refund. It should be reflected in your bank account in 5-10 business days.