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:01/11/2024
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.
To whom it may concern, Thank you for taking the time to review my case. I signed up for a free trial with iStock by Getty Images on October 18 2023; however, they set my Subscription as Auto-Renew, so after the free trial ended, I was automatically enrolled into their 12-month Subscription which was totally against my will, and they have charged me 2-month subscription fee of CAD ***** although I did not use their service at all during those 2 months.I emailed their customer support to cancel my subscription and demand a refund; however, they told me that I either continue on their 12-month subscription or I have to pay half the remaining amount of the full 12-month subscription value which would be CAD 382.50.I felt I was tricked into their subscription and paying the monthly fee, and I don't think this is ethical or reasonable, I would like them to cancel my subscription immediately without any further charge, and I also would like them to refund me the 2-month subscription fee of CAD ***** if possible. Thank you again for your help with my case, I hope to hear from you soon.
Business Response
Date: 01/16/2024
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 Mr. ***** subscription 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: 01/17/2024

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,

Dong ****
Initial Complaint
Date:01/11/2024
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.
Signed up for a monthly subscription You cannot cancel for an entire year - this is not a monthly subscription, this is a scam. Having to cancel my credit card and dispute charges because there is no way to cancel. They sneak it in fine print I guess that its for an entire year. No way in h*** Id have signed up had I known that. Its not clearly stated - its clearly hidden in fine print so they can scam your card and refuse to fix it.
Business Response
Date: 01/21/2024
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 have cancelled **************** 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.
Initial Complaint
Date:01/11/2024
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.
Getty Images failed to provide appropriate notice of the end of my free trial to their iStock Photo subscription, per ********** Business and Professions Code Section *****. This has resulted in a year-long contract at $700, with the first charge of $70 taking place today, and no trivial way of canceling the subscription after the trial has passed. This is a highly unethical model that relies on their consumers forgetting to cancel to lock them into contracts. I request that I be released from this contract immediately and my $70 refunded.
Business Response
Date: 01/16/2024
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 ************** subscription 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: 01/16/2024

Complaint: 21127038

I am rejecting this response because it makes no mention of either 1) their inability to notify me of the end of the trial period (which spurred the original complaint) and 2) their decision to keep the initial $70 payment as an "administrative fee" which they left out in their response to BBB (see the attached email thread with ********************* where he notes retaining the first month's payment). I believe the appropriate next step for them, aside from updating their own infrastructure to ensure their customers are accurately informed of the end of their trial periods (in accordance with ********** law), is to refund the $70 payment.

Sincerely,

*********************
Business Response
Date: 01/28/2024
This is in reference to ****************** subscription with iStock, initiated on December 10, 2023, under the Free Trial offering. Upon enrollment, ************** acknowledged and agreed to the terms explicitly outlined on the checkout page, specifically:"iStock will automatically continue your annual subscription and charge you a monthly fee After the one-month fee period ends, you'll be billed at the applied rate of an annual subscription" (refer to the attached screenshot). Upon successful enrollment, a confirmation email was also sent to *************. During the Free Trial period, ************** availed himself of the service by downloading three images. Subsequently, he submitted a formal request for cancellation post the trial's conclusion on January 10, ****. In accordance with our policy terms, as detailed at ******************************************************************************** (see attached screenshot),************** 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:01/11/2024
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.
I was charged $70 for a monthly subscription renewal on 12/30/23. Included in the renewal are 12 credits to use licensed photos on their website. I no longer wanted the automatic subscription, and requested a refund on 1/2/24. The refund was denied, and they canceled my auto-renewal, however also removed the 12 credits from my account that I purchased on 12/30 for $70. So essentially they took $70 with no exchangable value in return while refusing to refund. ******* is name of the point of contact I've been communicating with. If I knew the cancellation of auto-renewal wouldve resulted in removing the 12 credits, I would have used them before submitting the request.
Business Response
Date: 01/16/2024
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 cancelled ************** annual subscription per his request and there will be no additional charges to his credit card. Unfortunately, an exception to our refund policy does not apply as ************ downloaded images during the free trial period and did not initiate a cancellation request before the free trial ended. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.
Customer Answer
Date: 01/17/2024

Complaint: 21126778

I am rejecting this response because:

The response only mentions the free trial, not the subscription period and associated credits that were paid for.
They cancelled my subscription AND removed credits that were already paid for by the subscription fee for that month.
Due to a no refund policy, I am requesting to use the credits initially granted by paying the subscription. They were removed.
Sincerely,

***********************
Business Response
Date: 01/27/2024
To clarify, ************ signed up for a free trial that converted to an annual subscription on December 30th. He did not opt for a monthly subscription with pre-paid credits on a monthly basis, nor did he choose our "pay as you go" credit pack option. ************ was not invoiced for credits; instead, he was billed for the first installment of his annual subscription.

************ chose to cancel his annual subscription before the committed period's end, which was December 1st, ****. As outlined in our policy terms clearly presented on ********************************************************************************, ************, due to not downloading any images during the paid subscription period, is eligible to cancel. However, he is not *********** a refund.
Initial Complaint
Date:01/11/2024
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.
Background of the Issue: On October 5th, 2023, I initiated a free trial with iStock, aware that failing to cancel the subscription within the trial period would result in a monthly charge of $85 CAD. During the trial, I downloaded only 3 photos and did not utilize the service thereafter and completely forgot about the service. However, I was not notified via email about the impending conclusion of the free trial, nor was I informed about the subsequent charges for November and December 2023. It was only on January 5th, upon receiving an automatic alert from iStock, that I became aware of these charges.Concerns: Upon reviewing my account's invoice section, I discovered an obligation to pay a total of $850 CAD over the next 8 months. Furthermore, I do not recall consenting to a yearly subscription, and it appears that the website may default to this without explicit user ****************************** with ******** Consumer Law: Under ******** Consumer Law, there is a mandatory requirement for companies to transparently display the Minimum Total Cost of their services, including taxes and full-term contract costs. In my case, iStock has seemingly failed to comply with these regulations.
Business Response
Date: 01/16/2024
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.
Initial Complaint
Date:01/11/2024
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.
This is in response to a case number with iStock images, with their case number: 04017262.On December 28, 2023 I was automatically renewed with a $70 charge, after I believed to attempt to cancel my policy at one point. After reaching out for a refund, the company denied me the refund of the $70, but did cancel the policy. I would ask that the Better Business Bureau assist with this matter, as I have had no luck in refunding the amount.Please feel free to reach out to me with additional questions: ************ or via email at: **************************
Business Response
Date: 01/16/2024
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 cancelled ************** subscription and there will be no additional charges to his credit card. Unfortunately,an exception to our refund policy does not apply as ************ downloaded images during the free trial period and did not initiate a cancellation request before the free trial ended. Our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. During the trial period, customers can request to cancel by reaching out to **************** or by utilizing the self-service option. Please note that the self-service option is no longer available once the free trial ends.
Customer Answer
Date: 01/22/2024

Complaint: 21125687

I am rejecting this response because:
The outlining issue that this is not an accepted business practice. I am not using their service and this is at no loss of their own. I did make an attempt to cancel the subscription beforehand, but I was still charged.

Sincerely,

*****************
Initial Complaint
Date:01/11/2024
Type:Sales and Advertising 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 allegedly signed up for a "free trial" with istock. I never received confirmation of my free trial, or what I had signed up for (i.e subscription details, pending payment dates, amounts). I found one "welcome" email in my junk folder, as well as payment confirmation emails once they'd taken money from me. No emails from them ever made it to my main inbox. I am autistic and this has caused me significant mental distress and financial hardship. There are hundreds of complaints online from people who have also been trapped in this situation. iStock have locked me into a 12 month contract and will not cancel my subscription unless I pay half the remaining yearly amount, which is around $400 NZD. I do not have the money as I do not have a job. I have emailed them multiple times to help me but they have stopped responding. They do not allow phone calls to discuss subscription cancellations, which is discriminatory and ableist as well as creating barriers for resolution. I want immediate cancellation of my subscription as well as a refund of money they have taken from me without my knowledge and express consent.
Customer Answer
Date: 01/12/2024
Further to my previous complaint I would like to add that iStock advised in their invoice/receipt of payment emails to me (that I located in my Junk folder) that the monthly charge had been/would continue to be $85 NZD. They did in fact take $97.75 each month, so they have unlawfully not advised me of GST or shown the full amount they were debiting. I have attached screenshots to support this.
Customer Answer
Date: 01/16/2024
I am writing to advise that my complaint #******** has now been fully resolved and I do not require further action.

Regards

T *****
Initial Complaint
Date:01/10/2024
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 is related to the company iStock by Getty Images On December 4th, 2023, I sign up free trial with iStock. During the trial, I DID NOT DOWNLOAD any media but unfortunately I forgotten to cancel my subscription. However, I was not notified via email about the impending conclusion of the free trial, and I will be charged immediately once the trial ended. On January 3rd ****, I was charged on my card then only I am aware of my subscription has yet to be cancelled. When I request to cancel my subscription, i was refused. However, I was given a choice to cancel my subscription early if I agree to paying half the remaining amount of the full subscription value. Irony, I DID NOT DOWNLOAD anything. So I am forced to pay for something I am not using. This is a scam.
Business Response
Date: 01/12/2024
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: 01/21/2024
Great to know iStock willing to stop the subscription. But i would like to have my refund. There was no download entirely,why am I still charged for the amount.
No donwload during trial preriod and post trial period.
Business Response
Date: 02/09/2024
We have carefully reviewed the circumstances surrounding this matter and because there were no downloads during the free and paid periods, we have processed a refund for the one month charge.
Initial Complaint
Date:01/10/2024
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.
Dear ***/ *****,Good Evening.I would like to ask for your assistance as Istock is not allowing me to cancel my subscription as they locked me in on a one-year contract. I did not receive any notifications from them that my free trial with them would be over on 13 December 2023, and without knowing that this would be automatically renewed on the same day, they charged me 85 CAD per month and a total of ***** CAD after tax, and this will occur for twelve months.Please note that after seeing the charges reflected on my credit card last 23 December 2023, I mailed them a couple of times to cancel the subscription and explained to them that I have yet to receive any notices from them about the expiration of the free trial and the automatic renewal. I also inform them that I am a full-time student without any means to pay these charges. Still, they refused to cancel my request. Instead, I was asked to pay for the early cancellation of $425 so they could proceed with the subscription cancellation.I will be grateful for your help as I do not know what I will do.Thank you so much.Respectfully yours,***************************
Business Response
Date: 01/12/2024
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: 01/13/2024

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:01/10/2024
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 was lured into a annual subscription when I only needed to buy stock images from their services one time. I followed the instructions to cancel the service by stopping the auto-renewal. However, that didn't cancel the service and they continue to charge me ***** per month for up to 12 months and they would not cancel the service even when I requested it. At this point I have paid for over 4 months and have only used the service once in the very beginning.
Business Response
Date: 01/12/2024
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 Mr. ******** subscription 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: 01/12/2024

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,

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

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