Complaints

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:08/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a on ongoing subscription charge on my account for a service I never use and have no idea when I used it the last time. I have tried to go everywhere on the account page to try to cancel it and the description they provide of where to find the payment management doesn't even exist. It is impossible to find where to stop the subscription. It is not right for companies to do this.

  Business Response

  Date: 08/19/2024

  We are not able to locate any account under this email address or name with charges. This customer should contact our office directly for assistance.

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

   

   

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 3 listings on my Master Card. June 16 Dreamstime.com for $271, June 16 123RF Inmagine Lab $195 Posted June 17 & June 16 123RF.com Inmagine Lab 661Posted 16 123RF $195

  Business Response

  Date: 07/31/2024

  You have filed on the wrong company. The charges state 123RF, that is not us...but is a competitor site.

  We are Dreamstime. You will need to contact 123RF with your complaint.

• Initial Complaint

  Date:04/08/2024

  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.

  I had a free trial and cancelled but they continued to charge me $25/month.I would like a refund for as many months that are allowed by law. They know this account has not been used. Their free trial is not what it appears.

  Business Response

  Date: 04/09/2024

  This customer did not turn off the renewal.

  We have issued 6 months refunds. This is as far as we can go back on refunds and well over the ***************** our refund policy.

• Initial Complaint

  Date:01/24/2024

  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.

  After making purchases for over a decade, Dreamstime started charging and collecting money from me without my knowledge, without me making a purchase, without disclosure and in a most unethical and disgraceful manner. I just discovered Dreamstime has been collecting a $0.99 monthly fee from me for a made up, bogus service to which I never purchased, subscribed to or signed up for. Dreamstime has done this at least seven times and is to immediately refund me and is to immediately cease and desist from robbing me of this small amount each month.

  Business Response

  Date: 01/24/2024

  This customer has already contacted us and has been refunded for the charges mentioned.

  This is not a bogus charge. This is an ************-downloads plan that you agreed to back in July 2023.

  The images you purchase on our site can be re-downloaded for free within 7 days of purchase. After that, you must have the re-download plan to download images again. This plan is $0.99 per month.

   

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21193414
  
  I am rejecting this response because I never signed up for the "re-download" plan, as falsely claimed. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/31/2024

  This customer has already been refunded for ALL the charges for the re-download plan he signed up for. This case should be closed

• Initial Complaint

  Date:11/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried their service and had a difficult time. I had tried several times and it is possible that more than one account set up. I am unsure. I canceled the account and was charged anyway for a second account. I canceled the service and their system did not accept the changes and they refuse to refund the money even though they can see I did not use their service. I am going to make it a point to let everyone know that they have deceitful business practice.

  Business Response

  Date: 11/03/2023

  This customer has already been assisted by phone when she called today.

  The subscription was not cancelled by the customer, but instead she did a chargeback at her bank.

  The charge is still involved in the chargeback process at the bank.

  She has been instructed to contact us after the chargeback process completes.

• Initial Complaint

  Date:10/09/2023

  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.

  On July 2, 2023, I started my subscription with Dreamstime. I relied on their expressed policy terms: If there are unused downloads, your subscription will transfer them to the next subscription as long as renewal option is ON. Absolutely no where during this initial sign-up stage did Dreamstime represent itself to have a policy stating that its customers would not have access to unused downloads after the end of any subscriptions. Rather, Dreamstime expressed policy above, stops short of any claims whatsoever. Their policy concerns only the "transfer" or rollover of any unused downloads. Their policy does not state at all that access to unused downloads effectively end upon the end of any subscriptions.Absent any such notification, I was led to believe I would still be able to use unused downloads after my subscription ended. Upon ending my subscription, I was allegedly notified that "unused downloads are transferred to your new subscription, until canceled." Their policy simply states that any unused downloads will rollover until my subscription is no longer renewed. As this policy is written, it does not say that I would lose access to unused downloads after canceling my subscription. However, this is exactly what happened to me. I would like a refund from Dreamstime.

  Business Response

  Date: 10/17/2023

  My records indicate you have already been issued two refunds for unused subscriptions.

  Also, the terms do state the rollovers only remain as long as the renewal is left ON

• Initial Complaint

  Date:06/14/2023

  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.

  On 6/13/2023, I set up an account on ******************** to purchase an image for a project Im working on. The only option they provided was a subscription, one of which was for a 1 week free with a $25/month renewal on 6/20. I entered my credit card information and got the photo I was originally looking to buy. When I went to cancel my renewal, the site required me to enter my password, which I did, but the site wouldnt recognize it. I used the prompts to reset my password but never received any emails to reset it. I immediately messaged the site requesting assistance but it was outside the working hours. After researching the site I learned that several other customers had the same experience with no resolution. I have now locked my credit card and will be contesting any charges from this company should they attempt to bill me for a renewal of this subscription. But this is unacceptably deceptive business practice and has cost me over an hour of my time and great inconvenience. I am seeking Dreamtimes to confirm the cancellation of my renewal and the removal of my personal and financial information from their database. And I want them to cease and desist on their deceptive practices of luring customers into setting up subscriptions then fraudulently preventing them from canceling their subscriptions.

  Business Response

  Date: 06/14/2023

  This customer's subscription was cancelled immediately when they contacted us about having trouble.

  admin set auto-renew OFF (2023-06-14 08:41:20)

  We also removed the card on file at that time.

  We have many many people cancel the subscription each day on their own with no trouble at all

• Initial Complaint

  Date:06/06/2023

  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.

  I Joined the free trial to see what dreamstime had for stock. I use a lot of vector images for personal reasons (ie journalling, cards, gifts, etc). I joined for the free trial. I found three images, MAYBE, that i liked and downloaded them. After hours of browsing nothing else was good so i decided to cancel. When I go to cancel, it asks for my password. I put in my password and it tells me it is wrong. So i put it in again and it tells me it is wrong. I asked to change it and it never sends me the email to change it. I believe this business has set up a free trial in order to trap you into not being able to remove your card.

  Business Response

  Date: 06/06/2023

  Our records indicate that this customer already cancelled the trial on their account the same day it was started:

  user set auto-renew OFF *********************

   

   

   

• Initial Complaint

  Date:05/08/2023

  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.

  I bought a monthly subscription from Dreamstime last year to use stock photos for my non-commercial religious blog. 15 images a month, I thought it was a good deal.When I saw that the volume of images I was building up was so high compared to the 3 to 5 graphics I'd use for the blog, I decided the subscription was not worth it and that I'd like to cancel.They needed a password to get to the payment plan page, it worked once to get there, and afterwards it didn't work, I changed my password, then it kept telling me it was incorrect when I had just changed it.Fast forward to now, this business has been illegally deducting $25 USD per month from me when I no longer desire their services.No matter how many times I try to change my password, it tells me it is incorrect.There's no way to access the payment plan page without password.I canceled my debit card over these subscriptions, cut it up, got a new debit card number, and now today they've found out my new details and started charging me $25/month, and now im overdrafted on my bank account!$25 a month from my check for stock photos that have built up to over 40 images that I know I wouldn't use that quickly?No thank you.Now I know I'm not safe unless I go over the company's head, because there's no clear way to contact them, there's no way to get to the payment plan page except for a password, and from when I was on that page, there is no way to certainly cancel it, only change payment details.I need this to stop.I have goals I am working towards in life.I'm trying to save up money and attend college and move out eventually and this $25 is something I want in my account.I have no idea how they found my new debit card details, that is fraud.I'm not even sure if they have a physical address that I could go to get a refund, but it's not worth the trip.Stop fraudulently collecting credit and debit card details for users and deducting $ monthly forever!Give me a refund and delete my account.

  Business Response

  Date: 05/08/2023

  our contact details are clearly listed on the site here:

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

  You can call or email us directly any time you are having trouble with your account.

  I now have that subscription cancelled for you, removed the card on file and refunded this $25 charge.

   

• Initial Complaint

  Date:04/13/2023

  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.

  Email: ************************* I was offered free trial and i took their free trial but at the very next movement they said upgrade again. and without letting me know they charged me 82 and 4dhs which is unethical. When I tried to ask for refund they didn't give refund option it likes it's a scam. Please refund me. I don't want to use your service. without informing me you charged card.

  Business Response

  Date: 04/13/2023

  My records indicate that we have already refunded this customer earlier today when they contacted us directly by email. So, this issue should be considered resolved already.

  Customer Answer

  Date: 04/14/2023

   
  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.
  
  Sincerely,
  
  *************************