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

  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

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  Getty Images

  6000 N Forest Park Dr Peoria, IL 61614-3556

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:01/04/2024

  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 subscribed to the istock 30 days free trial on November 3rd 2023. I completely forgot to cancel the free trial. I emailed the company shortly after, when I realized they charged me 100$ (97.73$ CAD to be exact) on December 3rd 2023, to request for a cancellation of the unwanted subscription and refund.They refused to cancel the subscription and refund me, and said that, because I did not cancel the free trial on time, I was now under the obligation to pay them 100$CAD a month for 10 months (total of 1000$ CAD). They said the only way to cancel the subscription would be to pay them 425$CAD in compensation. I emailed them again to ask for a cancellation of the subscription and refund, without an answer.They charged me the same amount again on January 3rd (100$CAD). I emailed them again to ask for a cancellation of the subscription and refund, and they refused again, asking me to now pay ****** $CAD in compensation to cancel the subscription. I emailed them again asking for a cancellation and a refund of the two unwanted charged months, without an answer.I separately (in a new email chain) asked them to remove my credit card information from their website, as contacting support is the only way to remove credit card information from this website, and they refused, saying it could only be removed at the end of the (unwanted) subscription.I am asking for help to resolve this issue, as I really cant afford loosing 1000$ CAD, nor the 200$ they forcibly took from me. Given the majority of customers forget to cancel free trials, I do feel this is a highly unethical practice

  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 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: 01/12/2024

   
  Complaint: 21098942
  
  I am rejecting this response because
  I requested not only a cancellation of the unwanted subscription, but also a refund of the 2 months paid without my consent.

  
  Sincerely,
  
  *****-pier ********

  Business Response

  Date: 01/27/2024

  We have carefully reviewed the circumstances surrounding this matter and because ******************* did not download images in the free trial period or the paid subscription period we have processed a refund for the 2 months she was charged.   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: 01/27/2024

   
  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,
  
  *****-pier ********

• Initial Complaint

  Date:01/04/2024

  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 recently signed up for a 30 day trial with istock and believed I cancelled on time, but maybe I didn't select the right option or it slipped my mind. I would have expected a reminder email as most companies do. Putting all that aside, I was charged $85+hst ($96.05 total) a month later. I reached out to them on the day I was charged to have my account cancelled as I was now locked into a 1yr contract I did not want. I was told I could pay an early cancellation fee of $425 to get out of this contract early which I didnt think was fair at all seeing as I dont plan on using their services. I decided to do some research and found the "******* consumer protection act" which states, you can cancel any subscription or membership 10 days after purchase for any reason whatsoever. I have emailed the company on numerous occasions (6 emails to be exact) and never heard back a single time and now I'm 9 days past Dec 26th and have decided to reach out to the BBB. I'm looking for your assistance to help me address this issue as soon as possible and have my account cancelled and refunded for the amount already charged.Here are the key dates and relevant information:Acccount number: ******** Order Date: November 26, 2023 (Free trial began)Order number: ********** Order dateDecember 26, 2023 (First day charged $96.05)Order number2094885992 Your assistance in this matter is greatly appreciated.

  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 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:01/04/2024

  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.

  This complaint is for "iStock." In October 2023, my 7 year old son liked one picture on iStock for school. I signed up for a 7 day free trial for that picture, then I forgot the name of the website. Little did I know that if I didn't cancel the 7 day trial, i would be signing up for an annual membership at $70 each... so I will be paying more than $700 for that picture. When I saw the first charge come in, I contacted them immediately to let them know to cancel. They said that I will be paying $70 a month for the year to come. I am a single mother with two little boys, I do not have that kind of money. I didn't remember what the website was called and didn't think much of it because every single online free trial I have ever signed up for can be cancelled at any time. I figured, worst case scenario, I would be charged one month by whatever the website was. I received no reminder of the cancellation. I live in **********.

  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 immediately 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: 01/11/2024

   
  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. Thank you very very much for your hep on this matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/03/2024

  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.

  Hello, I enrolled in iCloud on November 23, 2023. Apparently, I forgot to un-enroll and so they billed my $70 and subscribed me for the rest of the year. So I contacted them and they referred to the license agreement. ****, I get it, it's in the "fine print" but come on already. Predatory and rude, and this business clearly has no desire to act in good faith. I called the NEXT DAY.

  Business Response

  Date: 01/05/2024

  Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. 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.
  

  Mr.   ****** case:
  

  On November 25th, 2023, ************** actively opted for a Free Trial subscription and downloaded 10 images during the trial period.  After the free trial period concluded on December 24th, we billed his credit card for the first month of the annual subscription. ************** contacted us on December 26th expressing his desire to cancel is subscription. He was informed of our cancellation and refund policies, and his subscription was cancelled as requested.    

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21092753
  
  I reject this response. iStock has exhibited multiple predatory practices that harm consumers, as noted in the numerous BB complaints against iStock.

   1) There is no self-cancellation option on their site, or an option to remove one's credit card information or personal information. The customer MUST call customer service to discontinue billing. This is a bad-faith effort to obstruct cancellation.
   2) Upon failure to cancel, company immediately enrolls customer in a $70 monthly recurring charge for 10 months.
   3) Upon collection of first payment, I contacted the business within 3 business days to ask for cancellation and a refund of the first $70 payment. This is a reasonable request that many CREDIBLE businesses would accept--but iStock is more interested in fleecing customers than behaving in a reasonable and ethical manner.

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

  Business Response

  Date: 01/21/2024

  On November 25th,2023, ************** actively opted for a Free Trial subscription and downloaded 10 images during the trial period.  After the free trial period ended we billed his credit card for the first month of the annual subscription per the terms of the agreement.  ************** contacted us on December 26th and we cancelled his subscription as requested, and there will be no additional charges to his credit card; however, according to the specific terms of his agreement, which can be found at *********************************************************************************** does not qualify for a refund. The cancellation policy for ***************** specifically states that the only customers that qualify for a refund are those customers that have not downloaded any images.  Our terms also 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 (screenshots attached). The self-service is only available during the free-trial period. 

  Customer Answer

  Date: 01/21/2024

   
  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:01/03/2024

  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 for a free trial not knowing there was no option to cancel at any time after the trial has switched to a paid account even for an annual account. They did not send out any reminders of auto renewal or send any marketing emails either, practically preying on human forgetfulness. The sign up page claims it is risk free yet does not offer a on-site option to cancel the trial and only after active searching did I find info that I had to email them directly to cancel. I have not used any credits nor plan to use any credits.Almost all subscription based services that allow monthly payments have an option to the cancel during the year. Other similar services offer clear and easy ways to cancel subscriptions and even offer refunds if services remained unused. There a hundreds of similar complaints on many website review sites and on their official instagram yet that have not changed their practices. My customer number is **********.

  Business Response

  Date: 01/05/2024

  Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. 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.

  We can confirm **************** subscription was cancelled as requested on January 3rd, 2023.

• Initial Complaint

  Date:01/02/2024

  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.

  When I read the terms and conditions, I thought the subscription was monthly and not annual. The experience was very misleading and not industry standard. I did not receive any updates from iStock about my free trial ending. Then, I could not cancel my subscription before the one-month free trial ended due to medical reasons and I was admitted to the hospital for these reasons in December. I asked for special consideration at this time, taking into consideration I have also NOT downloaded any content or used any credits against the subscription please allow for this cancellation request to proceed. My reference number ******** Invoice no.: ******* Order no.: ********

  Business Response

  Date: 01/04/2024

  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 immediately cancelled **************** subscription. This decision was made notwithstanding the information we provide clearly states that after billing commences, cancelation is not possible until the end of the committed period.We also advise customers via the confirmation email sent at registration, as well as in our Content License Agreement.This policy is clearly outlined in the FAQs.

  Customer Answer

  Date: 01/04/2024

   
  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:01/02/2024

  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.

  Getty Images used vague language to trap me into an annual subscription of their service. I used their service during the free trial period only. I never used their service afterwards. Yet they charged me monthly from December 2022 to December 2023 and refuse to cancel my subscription.There is no way to cancel it from my account with them. They only give the option to turn off the annual subscription auto renewal. I need your help please to stop them from continuing to charge me monthly for a service I dont use and dont want.

  Business Response

  Date: 01/05/2024

  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 immediately cancelled Ms. *** Bachirs subscription. This decision was made notwithstanding the information we provide clearly states that after billing commences, cancelation is not possible until the end of the committed period.We also advise customers via the confirmation email sent at registration, as well as in our Content License Agreement.This policy is clearly outlined in the FAQs.

• Initial Complaint

  Date:01/01/2024

  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.

  ******** account number I am trying to cancel my I Stock account with ********************. I have already been charged for 1 month but I am not asking to be refunded, I'm asking that my account be cancelled due to my circumstances changing and my inability to make payments. Due to an illness, I am no longer working and all my financial accounts have been closed. I've exchanged several emails with Getty Images explaining this situation and their response is a refusal to cancel. I do not know what else to do to get my account cancelled so I am contacting BBB. Please advise. Thank you.*************************

  Business Response

  Date: 01/04/2024

  Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. 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.
  

  On November 13th,2023, ****************** actively opted for a Free Trial subscription and downloaded images during the trial period.  After the free trial period concluded on December 12th, we billed her credit card for the first month of the annual subscription. We have cancelled Ms. ******** subscription as requested and there will be no additional charges to her credit card; however, according to the specific terms of her agreement, she does not qualify for a refund. 

  Customer Answer

  Date: 01/04/2024

   
  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:01/01/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10 2023, I signed up for a free trial for iStock by Getty Images. I read through the trial information, but the wording caused me to believe that the subscription was monthly (it is billed monthly, and advertised solely this way - no lump sum annual payment option is offered) and so I figured I would pay the monthly fee until I no longer needed the service. After trying the service for a 2 months, I was disappointed in the digital assets - after downloading vectors, I found I had to make/edit them myself since they weren't meeting the needs of my work - it is hard to see the quality of the work before downloading it, and there is a download limit every month. When I tried to cancel the service, I was told it is an annual subscription and that I essentially agreed to pay $700 total, not $70 per month until ready to cancel. I was fine to pay $70 per month as long as using the service, but the service doesn't meet my needs and I never knowingly agreed to pay for a full year. The "contract term" is beat around in most of the information about the trial. After trying to cancel and being refused by customer service, I revisited the trial information page and see at the very bottom, in small text, via an asterisk, it is mentioned that the contract term is annual. This is very clearly dark patterns/deceptive advertising/bad business practice. Several people globally are in online groups trying to get out of these annual subscriptions, as they don't understand the language of the terms. If the terms are unintelligible to the general public, they are invalid. There are several ways to market this option that are less deceptive. iStock by Getty Images social media accounts have nearly exclusive consumer comments demanding that their subscriptions be cancelled and decrying this practice as deceptive. I would like my subscription cancelled, as I have told them via email, customer service chat, and in social media comments and contacts many times.

  Business Response

  Date: 01/04/2024

  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 immediately cancelled Ms. ******* subscription. This decision was made notwithstanding the information we provide clearly states that after billing commences, cancelation is not possible until the end of the committed period. We also advise customers via the confirmation email sent at registration, as well as in our Content License Agreement.This policy is clearly outlined in the FAQs.

  Customer Answer

  Date: 01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and verified that my subscription was cancelled. In that regard, I am satisfied. I do not, however, agree that the design and structure of this free trial is justifiable if so many people feel swindled by the language regarding monthly billing for an annual contract. I would encourage the business to redeem itself by adopting better business practices in general and the public to remain wary of this company.
  
  Sincerely,
  
  E M

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago I signed up for a free trial for IStock. I thought I cancelled the subscription but December 29th I got charged $70. I immediately emailed the company. However, they told me a refund wouldnt be possible despite the fact I havent used the service outside of the free trial period.

  Business Response

  Date: 01/04/2024

  Our offer is transparent and straightforward; there's nothing hidden or misleading about it. At iStock, we clearly outline that new customers can enjoy 10 free downloadable images as part of a trial connected to an annual subscription. These 10 free trial images can be selected during the first month (the trial month) exclusively. 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.
  

  On November 30th,2023, ************** actively opted for a Free Trial subscription and downloaded seven images during the trial period.  After the free trial period concluded on December 29th, we billed her credit card for the first month of the annual subscription. We have cancelled ************** subscription as requested and there will be no additional charges to her credit card; however, according to the specific terms of her agreement, she does not qualify for a refund. 

  Customer Answer

  Date: 01/04/2024

  Good afternoon, 

  Thank you for helping me reach this business as they werent answering. I dont understand why theyre denying me a refund if I already got one. I wish to have no further contact with them.

  Regards,

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