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:12/03/2022

  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.

  Duolingo has an “invitation” policy that I can cancel with in a 14 day trial period. The company promotes I would be informed BEFORE a yearly charge would be placed… I have not received the promised two week “attempt to collect” instead was charged without my authorization. I have merely agreed to try-out the app as advertised.
  There is no way to contact Duolingo website with neither the email (bounced back) nor is there a phone number to “cancel” the impending charges... On various websites their ratings are below 2 of 5 - a clear sign I’m not alone in their “hidden” attempt to charge for a service the average consumers do not want to engage with.
  I’m requesting a refund in full.

  Business Response

  Date: 12/04/2022

  Hello,

  I'm sorry you have not received a response from us. We have no record of any communication from *************@*****.com. Upon beginning a free trial, you were shown a checkout page from Apple outlining that you will be charged automatically unless you cancel 24 hours prior to the end of the free trial. By subscribing, you did agree to these terms. I'm sorry you didn't see that. Apple does not allow us to process refunds on their behalf. If you would like to request a refund, you may do so directly from Apple by following the instructions here: https:**********************************

  Have a great day!

• Initial Complaint

  Date:11/29/2022

  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.

  My son, who is 14, had a free trial to Super Duolingo. He did not realize that once the trial expired he would be charged. On 11/14/22 we were charged $91.34 for an annual subscription. At no point was an adult or guardian notified of this charge, and he had given no authorization to use our credit card which was on file in our family Google account. Google stated that they can't refund the money because it is past the refund window. The charge didn't show up on our account till after the window had expired. I have also contacted Duolingo directly to dispute the charge. Both Google and Duolingo were aware of the age of my child and should not be allowing a minor to subscribe to things without a parent being notified.

  Business Response

  Date: 12/01/2022

  Hello,

  Upon beginning a free trial, users are given the details of when their trial will renew, at which time they will be billed. I'm sorry your son didn't take note of that information. By giving your son access to your Google Play account that contains your payment information, you have given him access to make in app purchases. If you do not want your son to be able to use your credit card to make purchases, we suggest you help him create his own Google Play account that does not contain your payment information.

  We have not received any communication from ******@*****.com. We are happy to help, but we need to know your son's Duolingo account information in order to assist.

  Customer Answer

  Date: 12/04/2022

  
  
  
  Better Business Bureau:
  
  
  
  I was able to contact the business directly, and they issued a refund. Thank you for your help. 

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

• Initial Complaint

  Date:11/23/2022

  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.

  There is no phone number to connect to a live representative, and duolingo support emails are not responsive. I tried all methods available to contact them and get help, and got absolutely no response, only this automated message was sent almost a month ago (see below). All I need is to recover a forgotten password for my child's account, but how their minor's accounts are set up, it is impossible to recover the password, as the child account does not have their own email, and when I try my email, then my password is being reset, not my child's. My child is practicing every day, and will be devastated when his old ipad will finally stop working, as I will not be able to recover his account on another device. I need help from the company, but they don't really care about helping their customers.
  =====
  Hello ****,
  
  We have received your message about not being able to access your account. Investigating the cause of these types of issues usually takes time, so please note that you are not likely to get an immediate response. If this is urgent, please consider following these steps.
  
  Best,
  Duolingo Team
  Reference code: *******
  Child's account password impossible to reset

  Business Response

  Date: 12/04/2022

  Hello,

  I'm sorry to hear you have been experiencing trouble changing your child's password. Using the reference number you provided, I found a more recent message from you that shows this issue has been resolved. If you need any further assistance, please let us know!

• Initial Complaint

  Date:11/21/2022

  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.

  On January 17, 2022, I paid $59.99 for Duolingo Plus for certain features pertaining to their app/website including no ads and unlimited hearts while using the learning tree. A few months ago Duolingo changed the nature of Duolingo Plus, and rebranded from the space theme to Super Duolingo, a futuristic theme with the same features. While this was mildly annoying, it didn't change the features and I was fine with it at the time. Recently however, Duolingo released an update for the app which eliminated the tree system of learning and swapped it out for a path, similar to the popular game Candy Crush, a more linear approach to learning where you have to finish one specific section at a time, rather than being able to switch back and forth between multiple topics whenever you chose with the old tree system. I, along with many other users, have struggled to use this new, linear update, due to how our brains function, being more scattered and less able to focus on one thing at a time due to various reasons such as ADHD. I would like Duolingo to refund me the full price I paid due to the fact that they have completely changed the app from something I loved and paid for to something I cannot stand and did NOT pay for.

  Business Response

  Date: 11/22/2022

  Hello,

  We're sorry to hear you do not like the new learning path design. This redesign does not affect your subscription features whatsoever. You still have no ads, unlimited hearts, access to special features like mistakes inbox, etc. The update only presents the learning material in a different format. For that reason, along with the fact that you have used your subscription for over 10 of the 12 months you've paid for, we cannot offer a refund of your purchase.

  Customer Answer

  Date: 11/23/2022

  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.
  
  
  
  Due to the change in function of the app, the features described within the subscription no longer apply to the learning program in the way they once did. It is a gross form of misconduct where you change the nature of the program that you offer extra payed benefits towards, altering the function entirely.
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/19/2022

  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.

  I enrolled in a Duolingo family plan on June 4, 2022 for one year with a two week trial period. I was charged 131.09 on June 18, and was satisfied with my purchase. Around Nov. 1, they changed the format of Duolingo to one where I was first required to complete (5 times) the same set of 40 questions with making less than 3 “mistakes” before I could proceed. I had never had to do this before with the old plan. They had tests after roughly 30 lessons but you only had to complete the test one time and were allowed to continue to the next level. After about 2 weeks of trying, I was finally able to continue on the new path to the next level only. In the older format, I could usually advance to two or more lessons (see attachement). Worse, even after you advance to the next level, you are now forced to repeat that level ~ 5 times before you can advance. I assume with the same requirement of “passing” the final level 5 times. In the earlier version, once I completed the exercises in a lesson (~about 20 exercises in four sessions), I could advance without having to take a test. It is now essentially impossible to advance in the new plan, and thus useless in learning a language.
  I wrote them on Nov. 2 asking to change it back or money refund my money. I have written to them repeatedly, but only received a response to my first. They have are not providing the product I paid for when I purchased the plan since Nov. 1, so I would like it either change back to a product that is useable, or return my unused portion of the payment. I used it for 137 days, so the amount I am requesting is $78.77.
  I assume there was a disclosure when I signed up allowing them to make changes they deem an improvement. From recent reviews on Trustedpilot, the new plan is almost universally hated, so they now know that this change is not an improvement! The agreement does not allow them to completely break the site and make it useless to their customers, while keeping the payment.

  Business Response

  Date: 12/01/2022

  Hello *****,

  I'm sorry to hear you are not pleased with the redesign of the learning path. We have already discussed this matter with you (attached) and are still unable to process a refund for this transaction.

  Your family subscription provides benefits to not only you, but several other users who have been actively using the subscription. Even if you have not been using your account, the other members of your family plan have been utilizing the subscription benefits. This includes unlimited hearts. You mention having trouble with mistakes in your message. One of the benefits your subscription provides is the option to make unlimited mistakes. That can be enabled at any time in your subscription settings, so you won't have to worry about how many mistakes you make.

  Please keep in mind that the app and site are not "broken" simply because you do not like the redesigned learning path. If something isn't working properly, please submit feedback from the app/site. We will gladly work on fixing whatever may not be working.

  Customer Answer

  Date: 12/02/2022

  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.
  
  
  

  Their response says that other members on my plan are using the
  product, even if I am not. This is true, but both have also written to Duolingo
  saying they are unhappy with the change and wanted it changed back as well. In
  addition, you do not have to have a paid subscription to use Duolingo. The
  paid subscription allows you to use it without advisements. They also mention
  that they are allowing “unlimited mistakes” with the paid subscription, which
  is also true. But this statement is very disingenuous since they will not allow
  you to advance to the next level if you make too many “mistakes”. It will only
  allow you to TRY AGAIN on the tests they have implemented.

  
  
  

  The bottom line is that I tested Duolingo before purchasing. They
  are now refusing the provide the product that I purchased. That is fine if that
  is what they want to do. But, they should refund my money. If my family members
  want to continue using Duolingo without a subscription, that is their choice if
  they don’t mind seeing advertisements.

  Thanks.

  *****.

  Hello *****,

  I'm sorry to hear you are not pleased with the redesign of the learning path. We have already discussed this matter with you (attached) and are still unable to process a refund for this transaction.

  Your family subscription provides benefits to not only you, but several other users who have been actively using the subscription. Even if you have not been using your account, the other members of your family plan have been utilizing the subscription benefits. This includes unlimited hearts. You mention having trouble with mistakes in your message. One of the benefits your subscription provides is the option to make unlimited mistakes. That can be enabled at any time in your subscription settings, so you won't have to worry about how many mistakes you make.

  Please keep in mind that the app and site are not "broken" simply because you do not like the redesigned learning path. If something isn't working properly, please submit feedback from the app/site. We will gladly work on fixing whatever may not be working.

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

  Customer Answer

  Date: 12/05/2022

  Hi ********.
  
  I responded earlier, but I want to clarify one thing. They write "Even if you have not been using your account, the other members of your family plan have been utilizing the subscription benefits."
  Are they saying they are willing to refund my money if the other members on the plan stop using Duolingo? If so, I will be happy to tell them to stop as soon as they (Duolingo) agree to refund my money. But as I wrote earlier, you do not need a paid subscription to use Duolingo, just to use it without advertisements. 
  This again sounds like a very disingenuous argument. All they have to do is refund my money and end the ad free service!
  Thanks for your help.
  *****.

  Business Response

  Date: 12/05/2022

  Hello,

  It sounds like you may be referring to the "Legendary" feature. These are optional tests that exemplify mastery of the material within that skill. Since these are meant to demonstrate mastery of the material, we allow up to 3 mistakes in those optional challenges. All learning material and challenges otherwise do not contain hearts, and you are able to make unlimited mistakes. This does not prevent you from continuing whatsoever because they are entirely optional challenges. I have looked at your account and see no reason that you cannot continue where you left off without needing to worry about mistakes. It should be noted that Legendary challenges have always included a 3 heart limit, even prior to you subscribing.

  Regardless of you discontinuing use of your account, you have purchased a family subscription that has been used actively every day by at least one of your family members. We cannot issue a refund for something that is being actively utilized, even if you decide you no longer want the subscription.

  Upon subscribing, you have agreed to our terms and conditions, which include the following regarding in-app purchases:
  "Duolingo may manage, regulate, control, modify, or eliminate Virtual Items at any time, with or without notice. Duolingo may update the pricing of Virtual Items at any time in its sole discretion, and may add new Virtual Items for additional fees. Duolingo shall have no liability to you or any third party in the event that Duolingo exercises any such rights."
  Though it should be noted that we did not make changes to your subscription benefits. We have only made changes to the order and design of how lessons are presented to you.

  Customer Answer

  Date: 12/06/2022

  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.
  
  
  
  The response from Duolingo is false as can be seen from the
  attached slides. Slide 2 shows where I was forced to begin with the new plan.
  Slide 3 shows what happened after I made three of what they consider
  to be mistakes. Note that in slide 2, there is only one option that is not
  greyed out,showing the only path forward. I never bothered to go to what they call legendary level in the
  past, but the very first thing I was forced to do was to achieve that to progress.
  Their assertion that is it option is not correct!
  In the older version, I was able to advance to the next unit after
  completing 4 sections. Slides 4 shows what happened after I completed two
  sections as can be seen in the orange circle around the unit. Slide 5 shows
  what happens after completing three section. Slide 6 shows what happens after
  completing four section (where I could before advance to the next unit). Now, I
  have to repeat the unit it looks like five times with I don't know how many
  sections. See slide 8 was taken as I am writing this response. Them implying that I
  can advance the same as before is also wrong!
  They are still claiming that they cannot refund my money since
  other members of my family chose to still use the product, even after they complained to Duolingo about the new format as well. This argument is absurd! They have
  always insisted they will NOT refund my money, why should my family members not
  use a product I have already paid for if that is what the decide to do?
  Finally, they write, “"Duolingo
  may manage, regulate, control, modify, or eliminate Virtual Items at any time,
  with or without notice. Duolingo may update the pricing of Virtual Items at any
  time in its sole discretion, and may add new Virtual Items for additional fees.
  Duolingo shall have no liability to you or any third party in the event that
  Duolingo exercises any such rights."
  Though it should be noted that we did not make
  changes to your subscription benefits. We have only made changes to the order
  and design of how lessons are presented to you.”
  This does not give them the
  right to change the product in any fashion they deem, for instance completely eliminating
  a language for example. They do have an obligation to their customers, which
  they seem to say they do not! As I mentioned, I tried Duolingo prior to purcashing and was satisfied
  with the way it worked before the new learning path. I would still be if they
  would only deliver the product I purchased and allow me to progress to a new
  unit in a reasonable amount of time. I spent three weeks trying to advance a
  single unit with the new plan. As can seen from the slides, I was able to
  advance to unit 83 with the old plan during a period of several months. I think
  it is reasonable to expect that the product will still allow you to use in a
  similar fashion as when purchased. I don’t believe forcing me to spend possibly
  months to progress a single unit is reasonable.

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

• Initial Complaint

  Date:11/16/2022

  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.

  I cannot log-in to DuoLingo using Google as they require since that is how I set it up. I have submitted at least 4 help desk tickets over the past week and sent direct emails requesting assistance as well. I have received no response at all from DuoLingo. My ultimate goal is access to my account of which I currently have NONE!

  Business Response

  Date: 11/23/2022

  We're sorry you have been experiencing trouble signing into your account. Rather than signing in with Google, please try to sign in with your username/email address and password! We have restored your streak since you were unable to access your account to maintain it!

  Customer Answer

  Date: 11/28/2022

  
  
  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:11/07/2022

  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.

  I subscribed to Duolingo Plus on 01/03/22. I have never received the benefits. I still have to watch ads. I have never received my streak freezes. I have never been able to find out why I can't get my benefits because there is no contact information.

  Business Response

  Date: 11/23/2022

  Hello,

  No account exists with the email address ***************@*****.com, and we have no record of communication from this address either. We're happy to assist you! Please send an email to *************@********.com with the subject "Attn. Tyler."

  Thank you!

  Customer Answer

  Date: 11/24/2022

  The email is ***************@*****.com

   

  Business Response

  Date: 12/02/2022

  Hello,

  Your subscription is currently active. It has been transferred to user ***********. This can happen when multiple users share a Google Play account. Since the subscription was purchased through Google Play, when you and this other user sign in, Google recognizes the purchase and transfers the subscription between the two accounts. I have transferred the subscription back to your account. I recommend you use separate Google Play accounts to avoid this from happening in the future!

  Customer Answer

  Date: 12/03/2022

  
  
  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:11/02/2022

  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.

  The business has ignored all attempts to cancel my subscription service. When calling their phone number, there is no possible way to speak to a representative or customer service. The subscription renewal notification e-mail that was sent to me states that they must be contacted via a support e-mail which is then referenced. See my attached evidence - all three attempts to contact Duolingo. No response was received. I suspect this is a tactic they are using to avoid losing recurring revenue. Most consumers are not going to realize that an annual charge was never reversed/refunded, so complete ignorance by Duolingo more often works in their favor as they retain subscribers. I would like my refund of 135.59 Was charged after I cancelled my free trial subscription I did not authorize them to charge me that for a renewal I reported to Apple ID and to MasterCard capital one they trick you into paying for something you didn’t ask for Make it impossible to reach somebody to rectify the issue I’m attaching documents that prove my subscription was not renewed by me. I’m very disappointed in this business of Duolingo please give me my refund back or I will take action further

  Business Response

  Date: 11/03/2022

  While this user has contacted us many times, they have all been the same day they filed this complaint with BBB. The attached screenshot shows all communication we have received, which only began on November 2, 2022. The user didn't even allow 24 hours for us to reply to their request before filing this complaint. It should be noted that the user did not comply to Apple's cancelation policy, which is why they were billed. Since Apple does not allow us to issue refunds on their behalf, we have provided the user with the information they need to request a refund from Apple. Again, this issue was resolved in less than 24 hours of receiving their first message, so we certainly did not ignore this user whatsoever. 

  Customer Answer

  Date: 11/04/2022

  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.
  
  
  
  Hello, Thank for getting back to me. I reviewed the documents Duo-lingo included in their response. There is some missing information that was not included and some info that did not apply to me. 
  I would like to start by saying I have included all correspondence I had with Duolingo for your viewing. See Attached.
  
  I contacted the company by telephone At 11:50am by telephone and it wouldn’t allow me to speak with a human. I was only allowed to leave a voicemail which I did kindly explaining my situation and asking for a call back. I left my name and number. I am calling from Toronto Ontario and called a number provided in Pittsburg, PA. I received no reply whatsoever ever. Still have not had anyone call me back. I reached out on Twitter, see attached explaining situation as to why I wanted a refund. Never, did I tell Duolingo that I forgot to cancel before expiry date was up in their in app notifications. Texts of Twitter conversations are included to you which that conversation is not by me. It was another customer and Duolingo gave credit back immediately when they forgot to cancel. My response was there is a 24 hr cancellation before date. See my Twitter responses. I explained no where did it say that in the app and I never received a message anywhere saying that. It is not exposed to customer. I went by all the Duolingo rules when I cancelled it said I had 7 hours remaining before subscription expires do I want to continue with renew purchase which I clearly did not. All screen shots of Twitter conversations are at 4-5pm I received no response so it left me no choice to try Twitter. I was told I had to go to Apple. There is no 48 hr rule to unsubscribe by them. Duolingo gave a credit to another customer no problem who didn’t even cancel but would not accommodate Me, ensured I saw a post of whom ever I was speaking to make me see this. I felt extremely upset and they are not for with and insult intelligence of customers and with me made me feel I was indifferent to such care and made to feel in valued as a customer. The screenshots are different dates times and the person I dealt with on Twitter who didn’t have a name was not completely forthwith in all the info he sent you. This made me feel I was taken advantage of and seemed shady to me. Whether it was my fault or the company I think He/She shou have honoured the credit like he did for the other customer. I explained I was unemployed and couldn’t afford such a payment and k was made to feel like I was being plunked off and them acting shady in the way they treated me. Please see screenshots off Me trying to be reasonable but he dismissed me and is pretending he treated me with full service and disclosed all info shich He didn’t. I reviewed complaints, surely I’m not the only one with issues. A few people on Twitter reached out and said they had not so good experiences some update with their system had some glitches. My experience was not a good one and I just think this could have been handled much better wrong or wright they could have honoured my credit refund. Just as they did easily as the other customer. Maybe There made because I gave complaint to your firm. They left me no choice. I hope this helps you understand how I was really treated. I would never recommend this company and I feel they should me more transparent in their app to tell their customers there is a 48 hr cancellation before you are charged an amount before expiry of subscription. That would clear resolve a lot of issues moving forward for their customers BE TRANSPARENT AND TREAT YOUR CUSTOMERS WELL AND ACT PROFESSIONAL. Thank you Sincerely and forgive grammar I’m typing on a cell phone in Toronto Canada. Have a Great Evening.
  
  Sincerely,
  
  
  ****** ** ******
  
  

  Customer Answer

  Date: 11/07/2022

  Just want to let you know that Apple Pay has kindly given me my credit back for $135.56. I have deleted all app info and data for Duolingo and will not be using their service moving forward. I sand firm with my complaint I do not need a credit back from them for I have been made whole. It is only about the Principle. Their customer service is not up to par and app is not fully transparent even though I followed all the subscription rules and I’m still made to be wrong. If I were wrong then the person I spoke to on Twitter could of honoured my request as he did another customer. Instead of including Me in an Twitter post showing me how they treat another who forgot to accidentally to cancel before expiry date and he was kind enough to give them a credit back but dismiss me. Anyway, I have learned. Deal with companies that are completely transparent before trying free trials. It’s tricky that’s how I was made to feel even though I have never experienced this situation before. Maybe complaining will help others as I see there are many more.

  I sincerely appreciate your time and attention to this matter thus far. 
  
  Sincerely,
  
  
  ****** ** ******

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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 have been billed for an annual subscription to Super Duolingo but have had my subscription cancelled after a month and an email saying ‘Sorry to see you go.’
  
  I emailed and explained this had happened.
  
  Duolingo replied and said:
  
  ‘I took a look at your account, and I am showing that you only paid for a monthly subscription which has expired. You started with a yearly plan but downgraded the day you bought it to a monthly plan.’
  
  I emailed back to say this wasn’t true. I had originally subscribed for one month but changed my mind very quickly and read in the terms that if I did this within a certain time, they would cancel the £9.99 payment and it would be replaced with the annual charge of £59.99.
  
  I received another email to say the tech team were looking at it and I would hear back in a few hours.
  
  I haven’t heard back and I still haven’t had the service I paid for reinstated. I don’t want to risk paying again and similar happening, I’m not sure if starting another free trial is a good idea either so now I am stuck with the regular service which I really don’t like - having spent a lot of time on Duolingo every day for the last month, I’m finding it difficult to use the basic app and get used to the ads and restrictions.
  
  I just need someone to sort the issue out. I sent a screen shot showing my payment. I don’t know what else to do.

• Initial Complaint

  Date:10/12/2022

  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.

  The business has ignored all attempts to cancel my subscription service. When calling their phone number, there is no possible way to speak to a representative or customer service. The subscription renewal notification e-mail that was sent to me states that they must be contacted via a support e-mail which is then referenced. See my attached evidence - all three attempts to contact Duolingo. No response was received.
  
  I suspect this is a tactic they are using to avoid losing recurring revenue. Most consumers are not going to realize that an annual charge was never reversed/refunded, so complete ignorance by Duolingo more often works in their favor as they retain subscribers.

  Business Response

  Date: 10/12/2022

  While we do have a phone at the office, we currently only provide support via email. We're sorry you have not received a response. I have checked the account associated with your email address and can confirm that a refund has been initiated, and the subscription has been cancelled!

  Customer Answer

  Date: 10/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirmed that the business has processed a refund as of today October 12th.

  The business did not explain why they failed to respond to my three documented cancellation requests. My issue has been resolved, but the root cause of the problem was not addressed and could be affecting other customers.  Cancellation of a service where there is no contract should be as easy as pressing a button, not sending e-mails and wasting the customer's time when no response or action is taken.

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