Complaints

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

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  Getty Images

  605 5th Ave S Ste 400 Seattle, WA 98104-3887

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  Getty Images

  6000 N Forest Park Dr Peoria, IL 61614-3556

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  Getty Images

  601 N 34th St Seattle, WA 98103-8603

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  Getty Images

  313 1240 20 Ave SE Calgary, AB T2G 1M8

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  Getty Images

  55 E Monroe St Ste 1700 Chicago, IL 60603-5724

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:02/16/2024

  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.

  Date of Transaction: Feb 16, 2024. The amount of money auto-charged to me was $95.20.00 CAD. Account Order Number: **********. After a free trial subscription, this business auto-charged me upon the end of the free-trial without a further prompt to accept or deny the full year subscription. Despite this being embedded within a large swath of text in their disclosure upon pursuing the free-trial, this is clearly an unlawful and predatory practice. Every other business with such a model prompts the user to accept the full subscription. I have since placed an order number (13 hours ago) via their website to immediately remove my subscription service and refund the money charged to my card, with no response. Their phone answering service specifically prevents cancellation requests, forcing one to the website. Judging from the complaint log here and this unlawful practice, this company should not be allowed to operate. This escalation to the BBB is to report on the matter so that a remedy is soon implemented and further consumers are not taken advantage of by iStock for their predatory business practices.

  Business Response

  Date: 02/26/2024

  iStock is committed to delivering exceptional customer service and ensuring that our customers have a positive and satisfying experience with our products and services. We understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. ************** subscription has been cancelled and there will be no additional charges to his credit card.    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: 02/26/2024

   
  Complaint: 21306731
  
  I am rejecting this response because:

  iStock has refused to refund the payment to a different credit card. As well, their predatory practice first followed with demand for half payment (screenshot) provided. 

  Further evidence of predatory practice: 

  - There's no clear prompt or reminder of the subscription turning into a yearly subscription. 

  - The subscription turns to yearly without the 10 picture limit being exhausted. Even if you only download 1 pic of 10, you will be auto-loaded into a yearly subscription.

  - The cancellation method is not clearly outlined upon trial sign up.

  - Their phone call centre does not handle cancellations. Why does iStock make you guess as to how to cancel? I phoned their line with no resolution. 

  This is deceptive and predatory business practice. Even after all of the complaints levied against this organization, they refuse to change their trial sign up method. I believe it's because they make more money off of auto-loading subscription cancellations than they would otherwise with more honest business practice.

  Thank you,

  Jag

   

  Business Response

  Date: 03/08/2024

  During the Free Trial period, ****************** utilized our service by downloading 3 images.Customers are provided with the option to cancel during the Free Trial period either through self-service or by contacting ***************** However, ****************** did not opt for either method.   We understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase.  ********************** subscription with iStock was cancelled after the free trial ended on February 16th as requested.  It's important to clarify that our policy does not extend eligibility for a refund under these circumstances; however,****************** was refunded for the one month he was charged as a courtesy. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21306731
  
  I am rejecting this response because:
  

  I had called their ************** and the automated message conveys that you CANNOT cancel the service by phoning their call centre.  This directly refutes what iStock is suggesting is available in terms of cancellation methods.

  Further, their free trial service offers a 10 picture download. I only downloaded 3 in total. Even their free trial was not fully utilized before they autoloaded by yearly subscription. 

  Their initial cancellation offer was half the year's subscription value. To say that their eventual 1 month restitution is done as a courtesy to me again signals their bad business practice. I had to approach the BBB and further avenues for them to change their position to the 1 month restitution. 

  Per their courtesy return of my 1 month expense: They have refused to return the amount to me via another card. This situation can easily be resolved if they make the return to a different card number that I will provide them, but they refuse to do this. 

  Sincerely,
  
  Jag *******

  Customer Answer

  Date: 03/28/2024

  This file was closed because the company (iStock) provided an explanation. They have yet to refund my payment as they said they would. What enforcement is provided by the BBB that they do so? I would like to speak to someone about this if possible. 

  A company operating in this manner is predatory. Many customers have fallen prey to their bad practices. If the Better Business Bureau is not going to address the situation, then it has to be escalated to a level beyond the BBB. Please advise on next steps. 

  Business Response

  Date: 04/12/2024

  ********************** subscription has been canceled as requested, and he has received a refund for the one month he was charged. We understand that his intent was not to enroll in an annual subscription, which is why an exception was made in this case to provide a refund. However, it is clearly stated in the checkout process that this is a free trial for an annual subscription, and customers will subsequently be billed once the free trial period ends (screenshot attached). ****************** agreed to these terms. Additionally, ****************** had the opportunity to cancel his subscription during the free trial period using our self-serve cancellation option (screenshot attached). ****************** reached out to **************** after the free trial ended, and again, as a courtesy, we canceled his subscription as requested and provided a refund for the one month he was charged.

• Initial Complaint

  Date:02/16/2024

  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.

  Customer number: ******** On January 14, 2024, I signed up for a one-month free trial with IStock Photo by Getty Images. I used the service once during the first days of trial to test it out but did not plan to keep the service as it was too expensive and not something I wanted to use any further. I had thought that I had cancelled during free trial period but due to human error (and a 'trial ending reminder' email from istock which was not seen as it did not go to my primary inbox) I had not completed the cancellation step during the trial period. On February 14 2024 I realized I'd been charged by IStock Photo for $96.05CAD and received an email in my primary inbox confirming the activation of subscription. I immediately contacted the istock photo customer service team and logged into the site to cancel further monthly payments, but unfortunately, there's only an option to turn off auto-renew for next year's subscription. My request for cancellation and refund resulted in a reply from support requiring 6 months of payments (an additional CAD ******) in order to cancel my subscription. I'm filing this complaint because I believe I've been subjected to an unethical business practice. The company provided misleading and vague language at time of signing up for free trial and does not clearly outline the 'admin charges' applied in order to cancel the subscription after trial. As per the number of existing successful complaints filed by the BBB and hundreds more consumers on online forums seeking help to resolve similar issues caused by IStock's misleading, deceitful business practices I'd like your help getting my annual subscription cancelled and and a refund for my $96.05 charge as per law as defined in the ******* consumer protection act (which allows consumer to cancel a contract and receive refund with 10 days of contract activation and within one year if company represents their services in a deceptive or misleading way) Thank you.

  Business Response

  Date: 02/26/2024

  iStock is committed to delivering exceptional customer service and ensuring that our customers have a positive and satisfying experience with our products and services. We understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. ****** subscription has been cancelled and there will be no additional charges to his credit card.  Because ************** downloaded images during the trial period, he does not qualify for a refund according to the policy terms, which can be found at **************************************************************************************; 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.  

• Initial Complaint

  Date:02/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Istock Getty image free trial I got Dec 04, 2023, didnt cancel within first 14 days, free trial changed into a paid trial on Jan 4. Got charged a $89.25 on Jan, 4, turned off auto-renew(which only auto renew at end of year). Then charged again Feb 4 and emailed through their contact us to cancel subscription, they wanted to charge half of remaining amount CND $382.50. Which they claim is their admin fee, which they also describe by the support staff as a broad term in their policy. I have got nothing left in bank to pay and really just want to end subscription and hopefully get a refund on the two months after the free trial, since I didnt use their service in any way after the free trial month except to contact them to cancel my subscription. I did use their services during the free trial to get one image on Dec 4, file ID 653967256.All dollar amount are in CND currency My customer account #********

  Business Response

  Date: 02/22/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. *********** subscription has been cancelled and there will be no additional charges to his credit card.    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: 02/24/2024

   
  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:02/14/2024

  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.

  I am filing a complaint against iStock Photo. I signed up for a free trial period to sample their stock photos etc. I decided to cancel as cost for their basic plan is prohibitive given that it isnt what I am looking for and would rarely use it. I was then billed for the PREMIUM subscription, and I assumed the cancellation didnt go through. Since investigating this, I have heard other stories just like mine. I contacted the company in an attempt drop down to a basic subscription plan as I had read online that cancellation is not allowed. I was told without explanation that my subscription could not be changed. I then requested a discount and received no response. Upon signing up for the free trial, I was unaware that this subscription is yearly nor did I know that one does not have the option to cancel - I believed I could cancel, but now understand that is ONLY during the trial period. Now Im completely locked into a year of their premium subscription. I feel deceived by and am very upset that they are unwilling to discuss possible solutions as I did try to work with them. I was unaware that this sort of practice was legal and feel taken advantage of. Regardless of whether or not the cancellation went through, I feel their policies are unfair to consumers and would like to stop my subscription.I have a very small business and cannot afford this premium rate. I would consider losing the two months that Ive paid for, but I want to cancel my subscription going forward. I am currently paying for a subscription that I will wont use - at a cost of $97.75 CDN/month for a year - totalling $1,173. I have heard from others online that you (the BBB) have been able to assist in subscription cancellations with this company, so Im hopeful that you can help me resolve this. I welcome any advice that you can give me. My iStock customer number is ******** and I've attached my invoices. Please reach out with any questions.Sincerely, *******************-Laurent

  Customer Answer

  Date: 02/15/2024

  Hello,  my sincere apologies - upon looking over my invoices once again, I have realized that I made an error in the amount paid to iStock.  To date, I have paid only one bill at $97.75 and not two bills at $195.50.  I wanted to correct this right away. The total amount would still be $1,173 and I would very much like to cancel this subscription.  

  Customer Answer

  Date: 02/22/2024

  Hello,

  I received a response from Getty Images (iStock Photo) that I am required to pay $425 by my next payment date to cancel my subscription, otherwise they will continue taking the $97.75 payments going forward. I wrote back asking if this could be reduced by the amount I have already paid and they denied that request. 
  

  I then submitted a request via PayPal for help to cancel my subscription. They cancelled payments on my behalf and also decided in my favour to return the original payment of $97.75. I have not heard back from iStock since this was done (on February 20th) and am unsure if I am still required to pay the $425 in order to consider this subscription ended.
  

  Additionally, I realised that I was charged for this subscription on the morning of my final day to cancel.  

  Can you advise what my next steps should be in this complaint? 
  

  I would like this subscription cancelled and have no intention of doing business with this company again. 
  

  I appreciate any help you can give me. 
  

  Sincerely,

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

  Customer Answer

  Date: 02/22/2024

  I just received a promotional email from iStock stating that my annual subscription has ended but that Im eligible for a 15% discount. It would appear that I am no longer subscribing, though I havent received an official email to that effect. 

  Business Response

  Date: 02/22/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and have cancelled Ms. *********** subscription and there will be no additional charges to her credit card. 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: 02/22/2024

   
  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,
  
  *******************-laurent

• Initial Complaint

  Date:02/14/2024

  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 subscribed for a free premium 1-month trial on 1/13/2024. After not using the service and forgetting about the subscription, I was charged $70.00 to my PayPal (order # **********). I then went to iStock to find there is no easy way to cancel your service other than to contact them directly through email or phone. I contacted them through email and received a response a day later stating that they canceled my subscription, but will not be issuing a refund for the amount charged even though the service has not been used. This business practice seems predatory and seems to bank off of their consumers subscribing and forgetting to cancel their subscriptions. I am now pursuing a chargeback through PayPal.

  Business Response

  Date: 02/22/2024

  This is in reference to Mr. ******* subscription with iStock, initiated on January 13th, 2024, under the Free Trial offering.   During the Free Trial period, **************** availed himself of the service by downloading an image. During the Free Trial period customers can cancel via self-service or by contacted Customer Service.  **************** did neither. Subsequently, he submitted a formal request for cancellation post the trial's conclusion on February 13th, 2024. His subscription was cancelled as requested and there will be no additional charges to her credit card. In accordance with our policy terms, as detailed at *******************************************************************************************; **************** is deemed eligible for cancellation due to the absence of image downloads during the paid subscription period. It is imperative to note, however, that our policy precludes any eligibility for a refund under these circumstances.
  

• Initial Complaint

  Date:02/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a trail version of I stock photos, immediately cancelled after I got one image. Then a few weeks later I got charged 74 dollars and they had me signed up for premium. I told them I cancelled, they refused to admit it and now Ill be charged $900 for this. I cant afford that and shouldnt be paying something I cancelled. I looked at reviews and it seems a lot of other people have had this issue as well.

  Business Response

  Date: 02/21/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. ************* subscription has been cancelled and there will be no additional charges to his credit card.    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: 02/21/2024

   
  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:02/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are completely scamming people by making one sided and unfair contracts violating *************************** laws. I got a free trial and they make it hard and difficult to cancel it. Then they want to charge $100 a month even though I have not used my account at all and have told them I dont want it. They are insisting that I have to pay 12 months or pro rated fee of $425. This is extremely predatory and there are numerous posts online that show the predatory practices of the business. I have reached out them on email and they refuse to budge and I dont think its fair or right that they are knowingly taking advantage of people. I understand charging one month perhaps then letting a user to cancel. But to make it difficult to cancel your trial and then make it mandatory 1 year monthly payments is absurd. Especially charging almost $100 a month for 12 photos a month is ridiculous and price gouging and solely taking advantage of people.In my opinion they have completely violated consumer protection laws and dont care at all evident by my emails with them where they refuse to take any accountability and knowingly are deceiving people. Thank you

  Business Response

  Date: 02/21/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. ********* subscription has been cancelled and there will be no additional charges to his credit card.    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: 02/23/2024

   
  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.
  
  Although I was hoping the first payment would be refunded, I am glad you did the right thing and cancelled the membership due to the predatory nature of it.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/12/2024

  Type:Order 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.

  In January of 2023, I signed up for a free trial with Getty Images also doing business as iStock. Because of their predatory billing practices, I ended up paying for the year with very limited use of their services. In December of 2023, I turned-off their hard to find auto renewal button and thought everything was taken care of finally. However, I have since been billed $31.10 a month in January and February of 2024. The communications with the company are going nowhere and I would appreciate any help in getting my issue resolved where I am no longer billed. Thank you ***********************

  Business Response

  Date: 02/21/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Mr. ****** subscription has been cancelled and there will be no additional charges to his credit card.    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. 
  

• Initial Complaint

  Date:02/11/2024

  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.

  This company is using completely ruthless, predatory and complete entrapment billing practices beyond any of its competitors. The company uses a typical 30 day free trial but then without warning on its expiration, they charge you and lock you into a FULL YEAR subscription at $70US ($95.20 CAD including tax ) without an opportunity to cancel if you happen to have missed the cut off date.Typically, companies I have used in the past with a free trial will charge MONTHLY with the option to cancel or even reimburse you if you call and explain that you have forgotten to cancel. This forced annual fee is just terrible business practice. $95 a month of unexpected and unplanned for costs is a LOT for an average person, a grocery bill for a week or more for some. I hope this company heeds the endless negative reviews it is receiving on Trustpilot and suffers the repercussion of this unethical business practice and earn a reputation it fully deserves. Compared to its reasonable competitors, this is hands down the worst company in this specific industry for this type of practice.*******************************************************************

  Business Response

  Date: 02/19/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Ms. ******* subscription has been cancelled and there will be no additional charges to her credit card.    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. 
  

• Initial Complaint

  Date:02/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally subscribed to their yearly service, and upon seeing them charge my credit card in the first installment $96.05, I contacted them to cancel the subscription and they said I would need to pay $425.00 for the cancellation. When I tried to explain my situation and asked to speak with someone on the phone, they said they can only respond to e-mails and managers will not make an exception this is the case, and in order to cancel my subscription I MUST pay this or will be charge $96.05 every month for the full year. They also take 2-3 business days to respond to emails and when I thought they would put my account on hold until a resolution was found and they charged me again for the month of February. I sent an e-mail asking them to stop charging me yesterday until the issue is resolved and have not yet received a response. I would like to receive a refund, and if not at least a cancellation without further financial repercussions from my end. I do not wish to use their services, EVER, or pay anymore money to this organization with poor customer service. I have seen online that I am not the only victim to this scam, many other people are forced into paying a huge cancellation charge.

  Business Response

  Date: 02/19/2024

  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 understand that circumstances change, and customers may need to make decisions that were not anticipated at the beginning of their subscription purchase. We have carefully reviewed the circumstances surrounding this matter and can confirm Ms. *********** subscription has been cancelled and there will be no additional charges to her credit card.    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: 02/26/2024

  Hello, I am still awaiting a response form Getty images. They asked me to submit a request and will have a team look into it, I did this over a week ago, an have not received any answer back. 
  thank you!