Business Profile

Stock Photos

Getty Images

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Complaints

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

Customer Complaints Summary

293 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/13/2024
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 am filing a complaint against iStock by Getty Images for misleading subscription terms and unfair billing practices. On March 27, 2024 I signed up for a free trial of iStock's services. When the free trial ended, I was automatically billed $75 for what was labeled as an "annual subscription". By definition, "annual" means something that occurs once every year. This term unequivocally indicates a single annual payment. However, I later saw that I was being billed $75.78 monthly, which clearly misuses the term "annual" and has caused significant confusion and misunderstanding. Specific Details: 1. Misleading Term: The term "Annual Subscription" means a single payment for a full year of service. Charging monthly for an "annual subscription" is not only misleading but also a direct contradiction of the term's definition. 2. Accidental Sign-*********************** initially signed up for a free trial, which I forgot to cancel because I barely used the service. When the free trial ended, I noticed a $75 charge on my account. I assumed this $75 was the total cost for the entire year, based on the "Annual Subscription" label. It wasn't until 2 months later that I realized I was being billed $75 monthly. 3. Unfair Billing Practices My iStock usage has been minimal. I have only downloaded 12 photos from the service in the four months that I've had it. That's less than one download per week. However, I've been charged $227.34 over the subscription period. On top of this, iStock is demanding an additional $70 fee to cancel the subscription. This results in in a total of $297.34 for a service I accidently signed up for and rarely use. That is an unreasonable price to pay. I contacted iStock to request a fair resolution, but they insisted that I knew what I was signing up for and on charging me the $70 cancellation fee. I have attached the screenshots of the emails for your reference and a screenshot of the email telling me my annual subscription was now active.
Business Response
Date: 07/22/2024
iStock is dedicated to providing outstanding customer service and ensuring our customers have a positive experience with our products and services. After thoroughly reviewing the situation, we have canceled ******************** subscription,and there will be no further charges. Since **************** actively downloaded images during both the free trial period and his annual subscription, he does not qualify for a refund according to our cancellation policy found at ********************************************************************************. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription
Initial Complaint
Date:07/07/2024
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.
Card was charged for a subscription. I want to cancel and could not as I forgot my password. This is my ex husband card and I am no longer an authorized user. I wish to cancel everything with istock.
Business Response
Date: 07/16/2024
Ms. ******** contacted **************** on July 7th, 2024, and her subscription was canceled as requested and according to our cancellation and refund policy, which can be found at ********************************************************************************.
Initial Complaint
Date:07/02/2024
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 signed up for a free 1 month (30 day) free trial for a pro membership for iStock. I was immediately charged $30. That same day I decided I did not want to use this free trial because I think it is extremely ridiculous that I was changed when I only signed up for a free trial. I contacted their customer service team that same day and requested to cancel my trial and membership. I had an email exchange with their team where they stated they could "provide a one-time offer to cancel your subscription", which I replied with "I agree to a one-time offer to cancel my subscription". What I was unaware was that they would charge me $180 to "facilitate this cancellation". This is extremely misleading and unacceptable. I did not use any of the services and simply wanted to receive a refund and cut ties with this company. My intended outcome of using BBB is to receive a refund of the $180 I was charged.
Business Response
Date: 07/16/2024
To clarify, **************** signed up for an iStock annual subscription, not a free trial. However, after a thorough review, it appears he enrolled in error. **************** contacted **************** on the same day he signed up and did not download any images. We are processing a refund for the additional fees he was charged to cancel the subscription.
Customer Answer
Date: 07/26/2024
I saw the response from iStock but I have yet to receive a refund yet. For this reason I would like to keep this case open until receiving a refund.
Business Response
Date: 08/06/2024
We have confirmed a refund was processed on July 16th, 2024. We advise Mr. Bagsic to confirm receipt of this refund with his financial institution. Typically, it will take 3-5 business days for a refund to be received once processed.
Customer Answer
Date: 08/06/2024

Complaint: 21935099

I am rejecting this response because:
I have not received a refund for the full amount as stated ($180)

Sincerely,

******** *************************
Business Response
Date: 08/13/2024
A refund was processed on July 16th, 2024, to the credit card **************** has on file with iStock. We have escalated this matter within iStock to verify if there were any issues with the refund processing. A member of our **************** team will reach out to **************** directly for further assistance.
Customer Answer
Date: 08/14/2024

Complaint: 21935099

I am rejecting this response because:

The business is stating I will receive a full refund. I received $30 for the initial charge but I havent received the refund for $180 I was charged for after. To resolve this case I need to receive my full refund of $180.

Sincerely,

******** *************************
Business Response
Date: 08/21/2024
Our Service team has followed up with **************** directly confirming the processing of the refund. He has been instructed to contact his credit card company to further investigate.
Initial Complaint
Date:07/02/2024
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 am filing this complaint against iStock regarding an unauthorized subscription charge and their refusal to provide a refund.On April 5, 2024, iStock initiated a subscription on my account that I did not authorize or intend to start. I have not used any services associated with this subscription.I contacted iStock customer service on July 2, 2024, to request cancellation and a full refund. Despite my explanation that the subscription was unwanted and unused, they refused to process a refund.This unauthorized charge and refusal to refund constitutes unfair business practices. I am seeking the following resolution:Immediate cancellation of the unwanted subscription Full refund of all charges associated with this subscription since April 5, 2024 Confirmation that no further charges will be applied to my account I believe this is a fair resolution as I did not intentionally sign up for this service and have not utilized any of its features.
Business Response
Date: 07/10/2024
************************ actively opted for a Free Trial subscription on April 5th, 2024. and downloaded an image the same day. during the trial period. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. A reminder email was also sent to ************************ two days prior to their free trial ending. *********************** contacted our **************** team on July 2nd and July 5th, and her subscription was cancelled as requested. Because ************************ actively downloaded an image during the free trial period, she does not qualify for a refund according to our cancellation policy found at ********************************************************************************************; However, since she was charged on July 5th after contacting **************** on July 2nd, we are processing a refund for the most recent charge.
Initial Complaint
Date:07/01/2024
Type:Order 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.
IStock from Getty Images tricked me into signing up for a whole year without so much as warning me that once I sign up I absolutely cannot get out of the contract for a WHOLE YEAR!!! The charge is $70 dollars a month. I approached to cancel my membership and stop charging me and they flatly refuse and say I CHOSE THE ANNUAL SUBSCRIPTION and now there is NO WAY to back out until the year is over. THIS IS ABSOLUTE DECEIPT OF THE WORST KIND.
Business Response
Date: 07/10/2024
iStock is committed to delivering exceptional customer service and ensuring that our customers have a positive and satisfying experience with our products and services. We have carefully reviewed the circumstances surrounding this matter and have canceled Mr. ******** subscription. This decision was made notwithstanding the information we provide clearly states that after billing commences, cancelation is not possible until the end of the committed period.We also advise customers via the confirmation email sent at registration, as well as in our Content License Agreement. This policy is clearly outlined in the FAQs.
Customer Answer
Date: 07/10/2024

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.

Sincerely,

***************************
Initial Complaint
Date:06/25/2024
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 feel trapped and locked into this subscription. I ordered thinking the cost was a one-time $30 payment over the course of one year. I did not realize it is $30 a month, billed each month whether or not I download any photo stock.Though I turned off the auto-renew option, I was unpleasantly surprised when I was billed $30 the following month anyhow.Upon reaching out to customer service, they emailed me back neglecting to resolve the failed option to turn off auto-renew (though this is what they suggest doing). More still, iStock flat out refused to cancel my account as I have requested.This is a rip off at best and is not an affordable option.Again, this is not cost effective or feasible. I'd like to close this account.
Business Response
Date: 07/05/2024
****************** signed up for an iStock annual subscription on February 3rd, 2024. Since enrolling she has used her subscription frequently. In total, she has downloaded 49 images, and has downloaded images as recently as June 29th. We understand that circumstances can change,and we have advised her on how to turn off the auto-renewal feature to prevent the renewal of her subscription and further charges. Our cancellation and refund policies are clearly stated at ****************************************************************************************.
Customer Answer
Date: 07/06/2024

Complaint: 21900174

I am rejecting this response because:
Clearly after I have to downloaded images that I was charged for. More still, I was charged against my actions of turning off the auto-payment, that iStock administrative management continually asserts that I use. I have repeatedly informed that though I have employed this option, I got billed the next month regardless.
My one request is that this account is immediately canceled as it has been at an unreasonable recurrent monthly expense & has been a hardship.
Sincerely,

***********************
Initial Complaint
Date:06/20/2024
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.
Dear Better Business Bureau,Several months ago, I canceled my subscription with iStock and turned off auto-renewal. However, I noticed charges of $70 on my account for two months in a row. When I contacted customer support, the representative, *********, confirmed that they could see my cancellation request and acknowledged that I had indeed canceled my subscription several months prior. Despite this, the representative stated that while they would submit another cancellation request, I would not receive the $140 that was wrongly charged to my account.Furthermore, I was informed that I would lose access to download images from their platform, even though they refused to issue a refund. This means I am paying for a service I can no longer use, which is unacceptable.iStock's behavior is unethical and constitutes theft. I am being charged for a service I canceled and denied access to the service I am unfairly paying for. This situation has caused me significant frustration and financial inconvenience.I demand the following:1. Immediate Refund: A full refund of $140 for the two months I was wrongly charged after my cancellation.2. Service Access: Continued access to download images from their platform until the paid period ends.3. Review of Practices: A thorough review of their cancellation and billing practices to prevent such incidents from recurring.As a consumer, I feel deeply wronged by iStocks handling of this situation. Their actions have shown a blatant disregard for their customers and proper business ethics. I urge the BBB to investigate this matter and take necessary action to ensure that no other customers are subjected to such unfair treatment.Thank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,********************************************** ************************************** 06/20/2024
Business Response
Date: 07/05/2024
Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we make it clear that new customers can enjoy 10 free downloadable ********************** as part of a trial connected to an annual subscription. These 10 free trial images can be chosen during the first month (the trial month) exclusively. Our terms clearly state it's the customer's responsibility to cancel the paid subscription before the free trial period ends. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. Mr. ****** chose neither of these options. **************** signed up for a Free Trial on March 20th, 2020, and downloaded an image during that trial. **************** contacted customer service on June 20th and his subscription was cancelled as requested. Because **************** only downloaded a single image during the trial period, and as a courtesy to ****************, we are processing a refund for two of the months he was charged.
Initial Complaint
Date:06/17/2024
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 30 day trial period started on May 17th, 2024 and ends midnight on June 17th, 2024, however Istock has charged me $70 even though my trial period has not yet ended.ed. I have requested a refund however they have refused to do so. They have also stated that another payment will be due if I continue to use their service for another 30 days starting today June 17, 2024 it therefore means that they will be charging me $140 for one month only even though it is $70 per month after the trial period. Essentially charging me for no service provided if I were to cancel today.Order number2098183341 Order dateJune 17, 2024 ItemiStock Premium Trial 10 - 1 Year (10 dl/month)Duration1 year
Business Response
Date: 06/26/2024
On May 17th, 2024, Ms. ******** actively opted for a Free Trial subscription and downloaded 3 images during the trial period. After the free trial period concluded on June 17th, we billed her credit card for the first month of the annual subscription. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. A reminder email was also sent to Ms. ******** two days prior to their free trial ending. Ms. ******** contacted our **************** team on June 17th after being billed and her subscription was cancelled as requested. Because Ms. ******** actively downloaded 3 images during the free trial period, she does not qualify for a refund according to our cancellation policy found at **************************************************************************************;
Initial Complaint
Date:06/11/2024
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 started a one-month trial period for images/photo downloads and only one photo was downloaded because I didn't find what I was looking for. I also was planning to cancel at the end of the trial.. At the end of the one-month trial (May 11, 2024 - June 11, 2024, I attempted to cancel, but I could not cancel the trial. When I reached out to the business one of the representatives told me that my trial ended today therefore I was charged.If my trial ends today, 06/11/24, my full subscription should begin on 06/12/24. They are refusing to refund me even though my account was canceled today.The trial was from May 11, 2024 - June 11, 2024. that is one month
Business Response
Date: 07/01/2024
On May 11th, 2024, ******************** actively opted for a Free Trial subscription and downloaded an image the same day. After the free trial period concluded on June 11th, we billed his credit card for the first month of the annual subscription. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. The Free Trial expiration data and time is clearly stated in the iStock customer portal (see screenshot). A reminder email was also sent to ******************** two days prior to his free trial ending. Mr. ******** contacted our **************** team on June 11th after being billed and his subscription was cancelled as requested. Because ******************* actively downloaded an image during the free trial period, he does not qualify for a refund according to our cancellation policy found at **************************************************************************************;
Initial Complaint
Date:06/11/2024
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.
On October 19th, 2023 I signed up for a "free trial" of iStock images. When I received my first $70 bill, I responded back to iStock's customer service within 10 minutes requesting cancelation of my monthly service. I was told that I could not cancel, but I could turn off auto-renew. I did that, but much to my horror realized this was now a monthly nightmare for a year.I contacted customer service several times. They refused to speak to me. Told me all correspondence must be through e-mail to a specific department.I emailed that department, but was informed several times that it would be unfair to make an exception for me. Not taking into consideration it is unfair customer service to force someone to pay for a product they do not want and cannot afford. 7 installments have been charged to my credit card so far. $490 I have only downloaded 7 of my 10 free images, and none of my paid images.My account # is: ******** I am requesting a refund and cancellation of my account.
Business Response
Date: 06/26/2024
iStock is committed to delivering exceptional customer service and ensuring that our customers have a positive and satisfying experience with our products and services. It appears ********************** has reached out to our **************** Team and her account has been canceled as requested. She has also been appropriately refunded according to our current cancellation policy found at **************************************************************************************;

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