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, Chicago

  55 E. Monroe St. 17th Flr. Ste 1700 Chicago, IL 60603

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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

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:01/10/2024

  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.

  My complaint is in regard to an apparent subscription trap from iStockPhoto.com.On November 28, 2023 I signed up for a free 1-month trial of stock image provider iStockPhoto.com (iStock LLP, owned by Getty Images). Several weeks after starting the trial, I logged into the online account page to cancel, and failing to find a cancel link, I disabled auto-renew, which I assumed was sufficient to avoid being charged for a subscription.On December 28 I received an email receipt for $85 CAD + tax, and notice would continue to be charged $85 for a total of $850. I immediately disputed the charge and tried to cancel. I received a response on December 29 offering to cancel my contract only if I paid them $425 CAD. My follow-up emails were either denied or not answered.The agent sent me with screenshots showing fine print from the contract that says the auto-renew toggle does not apply to free trials and that I agreed to these terms when I signed up for the trial.I believe iStockPhoto is engaging in unfair and predatory business practices on the following basis:- The websites FAQ says If your subscription is set to auto-renew, you can turn it off at any time in your account settings to ensure your subscription does not renew at the end of your contracted term.*********************************************************************************************************************************************************** The free trial converts automatically and surreptitiously to an uncancellable annual commitment, instead of a monthly plan. If a user forgets to cancel the free trial, they are immediately stuck with an annual obligation, despite the availability of monthly options.- The companys policy says that cancellations are Eligible, admin charge applies. Their offer of $425 is too high (50% of annual subscription) to be considered an admin charge.**************************************************************************************************************

  Customer Answer

  Date: 01/11/2024

  I received an email from the company agreeing to terminate my subscription with no further obligations and a cancellation fee of $70 (~1 month subscription fee), which I think is reasonable. I consider this to be an acceptable resolution and do not wish to pursue this complaint any further.

  Thank you,

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

  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 ************** 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.  

• Initial Complaint

  Date:01/10/2024

  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 tried to cancel within the month trial limit and they charged me $75. I tried to cancel within the allotted time period and they charged me anyways. I would like to cancel and I want a refund of the $75.

  Business Response

  Date: 01/15/2024

  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: 21115477
  
  I am rejecting this response because:

  I tried to cancel before the trial and was unable, and ended up being charged $75. I asked for a refund of this $75. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2024

  This is in reference to ******************' subscription with iStock, initiated on December 8th, 2023, under the Free Trial offering.   During the Free Trial period, ****************** availed himself of the service by downloading two images.  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 January 8th, ****.  His subscription was cancelled as requested and there will be no additional charges to his 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.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21115477
  
  I am rejecting this response because:

  The trial was canceled within 30 days. It was a 30 day trial. Yet I was charged anyhow. 

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

• Initial Complaint

  Date:01/10/2024

  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 does not allow customers to opt out of their subscription plan. These plans are annual. I do not use their service anymore. I contacted them to opt out of the subscription, or downgrade to a subscription that makes sense for my usage, but they replied with the following message. I find this to be highly unethical. Unfortunately, we are unable to downgrade a plan until the end of your contract - You should be able to change your plan on 09/09/2024, when your current plan expires. Your subscription gives you access to a set number of downloads each month. You can rollover up to 250 unused downloads month to month if you've got an annual subscription or a subscription with auto-renew enabled. So even if you are not maximizing your plan, you are still having a great cost and solution.

  Business Response

  Date: 01/16/2024

  **************** signed up for and agreed to the terms of an iStock annual subscription on September 8th, 2023.  When one clicks complete purchase, one agrees to the terms and conditions of the subscription, which is a legally binding contract.  Our cancelation policy can be found in our license agreement, found here: *******************************************************************************************;

• Initial Complaint

  Date:01/10/2024

  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 subscribed to a free first month offer with Getty Images and shortly after, de- selected the auto renewal button. Xmas eve I had $97.75 taken from my account (It looked suspicious to my credit card and a full on fraud suspicion ensued). I soon came to realise what had occurred. It came as quite a surprise as I had cancelled the subscription. Even double checking by cancelling at Getty Images where there was no record of any subscription obligation, hence I assumed I was okay. Once queried they responded saying that I needed to cancel at Stock images not Getty Images (although the auto-renewal button had been deselected there as well). So not only am I out of pocket but they have locked me into a subscription, which they will cancel if I pay $425. There is little accessibility, no clarity and too much confusion around this offer for it to be considered a simple proposition

  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:01/08/2024

  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 canceled my subscription to iStockPhoto, however, a charge still came through the next month for the subscription. I contacted their customer service, requesting a refund since this charge is in error, but they refused to issue a refund, referring me to their no refund policy. I then explained to them in great detail that they charged me despite my having already canceled my subscription before the charge, and that if they refused to issue a refund it would be tantamount to theft/fraud. They still refused to issue a refund. I simply want a refund that I am ***********.

  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 Mr. ****** subscription and have refunded the most recent payment.   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:01/07/2024

  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.

  I started a one month free trial with istock on November 7, 2023. I forgot about this trial because I never ended up using it. On December 7, I was billed $75.78 in the early morning. While the invoice was still pending, I contacted istock via their chat. I requested a refund and cancellation. This person directed me to turn off the autopayment on my profile and told me to fill out a contact form. I filled out the form and received a very long explanation of why they will not refund me my first payment. I reached back out to chat to try to speak to an actual person. They company does not answer their phone when I call. I re-explained the situation regarding the cancelation and refund. They reiterated they won't refund my $75 and I decided to accept my $75 loss. However, I was charged January 7, **** for another $75.78 after I thought the subscription was canceled since there was no billing info on my account and I had asked THREE people to cancel (two chat and one email). Although they will claim they are transparent and straightforward, clearly they are misleading when it comes to their subscriptions since so many people are having the exact same problem. I want my subscription canceled with no charge for the remaining year because of their misleading practices and poor customer service. I feel lied to and cheated by this company.

  Customer Answer

  Date: 01/08/2024

  I received an email from iStock stating they cancelled my subscription and will not charge me in the future. As of now, it appears this case has been handled and I am satisfied. 

  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 ************************** 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: 01/12/2024

   
  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,
  
  ***********************************

• Initial Complaint

  Date:01/07/2024

  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.

  iStock/Getty has a very misleading and unclear subscription system, with the 'anual and month to month' button greyed out and not easily visible. After subscribing, AND SELECTING MONTH TO MONTH, I later find that because I did not click a greyed out button to annual, I'm 'required' to do a year long subscription with 'monthly payments'. I downloaded 4 images, and then upon viewing my account noticed that it said I had the 'annual' subscription with $300+ due. Confused, I looked further into it and found I had been deceived by this company. I talked to iStock support, who just continues to copy and paste "Your subscription is not eligible for cancellation. We have dealt with this issue fairly and in accordance with our terms and conditions and make no exceptions to our cancellation policy"AVOID THIS COMPANY. They will coerce you and the only thing they care about their customers for is their wallet. I dare iStock to reply with the 'your subscription is not eligible for cancellation. We have dealt with this issue fairly and in accordance with our terms and conditions and make no exceptions to our cancellation policy'.Your policy is not clear and transparent, as is obvious by the numerous complaints over the same exact thing. I bet you I will get a generic copy and pasted "Clear and transparent" reply just like the other 50 something complaints regarding this issue.

  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 **************** 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.  

• Initial Complaint

  Date:01/07/2024

  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.

  I signed up for a Free trial for Getty images. They forced me into a yearly contract. I was told I was canceled during the free trial and I still continued to be charged. For me to be forced into a yearly agreement with the smallest fine print. This feels like 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.   

• Initial Complaint

  Date:01/05/2024

  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 signed up on October 25th, 2023 for the one month free "monthly" trial. I did not download, or use, one picture in the trial period so I canceled the "monthly" subscription. I received an email receipt on November 25th and was surprised since, to my knowledge, I thought I had turned off the auto renew button. Not only was I charged $75.78 for the month of November, I also saw that my credit card will be charged that amount for 11 more months, even though I selected the "monthly" subscription. I reached out to iStock via their inquiry message system, on November 27th to request cancellation and to express that I was okay with paying for the month of November, even though I know I will not use it, but to please cancel further payments as I do not want an annual (or monthly) subscription and that I do not see where it is 'clearly' expressed that this free month trial will lock you into a year if you do not cancel before month end. It is worded as "per month". Even though I graciously said to keep my $75.75, they still came back with a robotic response about a policy only they can understand since it is written to be fraudulent, and ended with an arrogant "We consider this matter resolved and closed." I see quite a few others have the same issue as I am currently having and iStocks response is a comical "Our offer is transparent and straightforward; there's nothing hidden or misleading about it" but if it truly was "transparent and straightforward" we would not all be here would we? I mentioned being okay with paying for November (although regret that now having delt with them, but will show honor to my word) but have since been charged for December, which I am not okay with. I would like the, what was expressed as monthly, "annual" subscription cancelled and one payment of $75.78 refunded.

  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 ************** subscription and there will be no additional charges to his credit card. Because ************ did not download any images during the trial period we will also provide a refund of his most recent charge. 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:01/04/2024

  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.

  Their subscription service has trapped me despite going to cancel before the end of the trial. I've sent them numerous emails and have only heard back from their customer service team once. I have already been charged $70 and theyre asking me pay $770 more through the duration of the subscription.Here is the full timeline of events:On November 12th, I went to do a trial of iStock but it did not suit my needs. I turned off the auto-renew feature at this time. On December 12th, 30 days after first subscribing and canceling, I received an email from iStock with an invoice for the full-time subscription. I immediately sent them an email through their online contact service and asked them to cancel. An hour or two later, I gave their customer service team a call. The electronic answering machine said that cancellations were not possible over the phone, but I wanted to ensure that my message was received so I stayed on the line. When I spoke to someone over the phone and I told them my dilemma about the invoice, they looked into my account and saw that the free trial was still active and it hadn't rolled over to the subscription yet. They let me know that all I needed to do was email again stating that I wanted to cancel. So, I sent another email on 12/12 stating for a second time that I'd like to cancel the trial. December 13th I received an email from them letting me know that I was no longer in trial when they checked that day and that they couldn't cancel the account. They then said in order to not to get charged next year, just turn off the auto-renew again. I emailed back twice, reminding them of the timeline and did not hear from them again. I sent another form request on the 18th of December. There was zero response from that, as well. It has now been 10 days of silence. I emailed the parent company, Getty Images, on December 28th. It is now January 4th and I have yet to receive a response.

  Business Response

  Date: 01/09/2024

  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 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: 01/10/2024

   
  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,
  
  ***********************