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, Chicago

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

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:12/04/2023

  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 am a student that needed some stock images for an assignment. On 11/4/2023, I signed up for a $30 day free trial on iStock. I had no intentions on subscribing to iStock beyond the trial period. I checked my account and it was unclear that I was enrolled in any sort of subscription, it stated there was no payment method attached to my account. It kept giving me options to subscribe to, but was never clear that I was enrolled in anything other than the trial period. On 12/4/2023, I noticed money came out of my PayPal account in the amount of $74 to Getty Images. I immediately emailed them for a refund and cancellation of the subscription. I was informed that wouldnt be possible and I would continue to be charged monthly until 11/4/2024 and the only thing I could do was stop the auto renewal. I just want my subscription cancelled moving forward as I know I will not be using the subscription moving forward.

  Business Response

  Date: 12/13/2023

  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.
  

  Ms. ********* case:
  

  On November4th, 2023, ******************** actively opted for a Free Trial subscription and downloaded 10 images during the trial period.  After the free trial period concluded on December 3rd, we billed her credit card for the first month of the annual subscription. ******************** contacted us on December 4th, expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies and provided with instructions on how to turn off the auto-renew feature to prevent the renewal the annual subscription.

• Initial Complaint

  Date:12/04/2023

  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.

  They told me I was signing up for a free trial. The catch was, in tiny print, that wasn't a free trial, but a "12 month subscription with the first month free." They didn't give me any warning that the trial month was ending, and they charged me for it on the last day of the month instead of the first day of the next month. You are not able to cancel the free trial on the website either, it can only be through email. When I emailed them to get a refund and cancel my subscription, they adamantly refused to do either one.

  Business Response

  Date: 12/20/2023

  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.
  

  ******************** contacted us on November 30th, expressing her desire to cancel her subscription. She was informed of our cancellation and refund policies.  ******************** account has been cancelled and there will be no additional charges to her credit card. 

• Initial Complaint

  Date:12/03/2023

  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 was charge $70 after the trial subscription ended. I actually cancelled the trial subscription before the trial subscription ended. I checked my account, and it was charged. The terms are not clear that it would be a $70 per month subscription. I do not wish to continue with the monthly subscription at $70 per month. This company is a rip off and fraudulent, the terms for canceling are not efficient considering I CANCELED within the allotted time. I tried contacting the business with no success only receive a response that looks very standard and not specific to my situation, no follow up from business after the initial email sent.

  Business Response

  Date: 12/12/2023

  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.
  

  ************** case:
  

  On October 25, 2023, ************ actively opted for a Free Trial subscription and downloaded 7 images  during the trial period.  After the free trial period concluded on November 24th, we billed her credit card for the first month of the annual subscription. ************ contacted us on November 28th, expressing her desire to cancel her subscription. She was informed of our refund policy and provided with instructions on how to turn off the auto-renew feature to prevent the renewal of his annual subscription.

  
  

• Initial Complaint

  Date:12/01/2023

  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.

  Original Invoice Date: October 31, 2023 ($0 free trial) (attached) Erroneous Invoice Date: November 30, 2023 ($74.20) (attached) The deal was that the free trial would be in effect for one month and that I could cancel the subscription within that window and owe nothing. I tried two different ways to cancel the subscription on November 30 (via their online form and via email; email attached), within the cancellation window. Please note that at the time I initially reached out to them, the invoice status in my account was "pending." However, iStock ignored my requests and charged my card. Further, they are insisting that I continue to pay them $74.20 each month for the next 11 months - and they have stated that I have no right to cancel the subscription (email attached).In summary:1) iStock charged my card for $74.20 against my expressed wish for them not to do so;2) iStock's $74.20 charge was erroneous because my cancellation request was within the window that I should have been allowed to cancel without penalty;3) iStock insists that I continue to pay them $74.20 each month for the next 11 months - against my will.I would really appreciate any help that the BBB can provide to help me recover the $74.20 iStock erroneously took from me and ensure that iStock cancels my subscription, as I requested multiple times, within the allowed cancellation window, and continued to do afterwards when my original requests were ignored.Thank you!

  Business Response

  Date: 12/12/2023

  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.
  

  ********************** case:
  

  On October 30, 2023, ******************** actively opted for a Free Trial subscription and downloaded 3 images the same day.  After the free trial period concluded on November 29th, we billed her credit card on November 30th for the first month of the annual subscription. ******************** contacted us on November 30th,expressing her desire to cancel her subscription. She was informed of our refund policy and provided with instructions on how to turn off the auto-renew feature to prevent the renewal of his annual subscription.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20947062
  
  I am rejecting this response because: I attempted to cancel my subscription three times on the last day of the trial period (the invoice was still marked "pending" on their website) and Getty Images ignored all three of my requests and charged my card, anyway.

  The practice was dishonest on their part and I want a refund and my subscription canceled.

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

• Initial Complaint

  Date:12/01/2023

  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.

  On or about 18OCT2023 I signed up for a free trial to istock.com. I downloaded maybe a half dozen photos for a concept movie poster I was working on. When I was done, I click off the auto-renewal button on my account and promptly forgot about it. Went about my busy life. On 20NOV2023 I saw a charge on my account for *********. I emailed them requesting a cancelation and refund. (I've forgotten more than one trial and was always able to request a cancelation and refund no questions). They refused. They said it was stated on the trial sign up page that turning off auto-renew would NOT cancel my subscription and that I'd still be billed. They sent photos. (Attached). However since there's no ACKNOWLEDGE button to ensure people see that fine print, I'm positive I missed it. I find that to be very predatory. All I want is to cancel my sub and get a refund issued. They said I could cancel, but they'd still bill me monthly at $75.78 every month for the next year. This is not acceptable.

  Business Response

  Date: 12/11/2023

  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.  Messerichs case:
  
  On October 17th, 2023, Mr. ********* actively opted for a Free Trial subscription and downloaded 3 images on October 18th.  After the free trial period concluded, we billed his credit card on November 17th for the first month of the annual subscription. Mr.  ********* contacted us on November 17th, expressing his desire to cancel his subscription. He was informed of our policy and provided with instructions on how to turn off the auto-renew feature to prevent the renewal of his annual subscription.

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20943549
  
  I am rejecting this response because:

  I don't accept their response. They say they can't make an exception for one because they'd have to make an exception for everyone. That tells you right there that their business model is based on bad faith practices. If they were truly a reputable company they would not treat people roped into their scheme this way. It's not a 'free' trial, it's a trial that's coming me over $140 so far. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/27/2023

  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 applied for a free trial, not knowing that our company already had an i-stock account. That was my fault, but forgot about the free trial and then was shocked when I was send an invoice on my second month, not first month. In the fine print it says that a free trial subscription cannot be canceled after the end of the first month. There was no notice of trial ending nor even bill for me first month. Just a credit card charge.Here is an email response from the company. I need to pay $382 for the privilege of canceling the contract without getting anything out of that money. I have never heard of this being done before. Reputable companies have cancellation policies that aren't manipulative. If I had not received the 1st month free, I would be eligible for a full refund.Please help me and many other people from being scammed in this way.

  Business Response

  Date: 12/06/2023

  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 September 25th, 2023, **************** actively opted for a Free Trial subscription and downloaded an image on the same day.  When the free trial period concluded, we billed his credit card on October 25th for the first month of the annual subscription.  **************** contacted us on November 24th, expressing his desire to cancel his subscription. He was informed of our policy. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20921428
  
  I am rejecting this response because it is not true.  It is not clear and a locked in subscription for the services provided and the information sent to the client is not enough.  You didnt not send a contract or receipt disclosing all terms of the agreement as ******** consumer law requires within 15 days of the trial starting.  This shady trap into a subscription is not even lawful under consumer laws in ******.  
  

  These practices are poor form for a company that I thought was reputable.  There are other reasons, but simply because a receipt of contract was not given within 15 days (it took 2 months), you need to cancel the subscription immediately without cost.

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

• Initial Complaint

  Date:11/27/2023

  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 tried to find an image to use to create a flyer for my child's scout fundraiser. In doing so I signed up for a free trial. I did not know about the cost of the monthly charge, nor did I know I actually signed up for the free trial as the site caused my computer to freeze. Apparently I inadvertently signed up for an annual membership at $70/month for a total of $840.00. As soon as I realized this I contacted the company and instructed them to cancel the the subscription. I received a autogenerated message that referred me to their refunds policy: "Unless required by local law, free Trial Subscriptions are also ineligible for a refund. "I do not want to be charged for this service that I never wanted and will never use. Do I have any recourse?

  Business Response

  Date: 12/04/2023

  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.
  

  Ms. ***** case:
  

  On October 23rd, 2023, ************ actively opted for a Free Trial subscription and downloaded an image on the same day.  When the free trial period concluded, we billed her credit card on November 23rd for the first month of the annual subscription. ************ contacted us on November 24th, expressing her desire to cancel her subscription. She was informed of our policy and provided instructions to turn off the auto-renew feature to prevent renewal of her annual subscription. 

• Initial Complaint

  Date:11/24/2023

  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.

  Hello.On October 22, 2023 I did the subscription to a membership with Istockphoto.com and after the trial period of 1 month we tried to keep looking for material and photos to accomplish our needs and didnt find anything that fits our needs.I was charge with $74.20 US dollars on November 22nd and I contacted customer support by mail to express my motives and concern to cancel and terminate the subscription. After 2 days I received and email from customer support were they just refused to cancel and terminate the subscription, and they will not allow me to terminate or cancel my subscription, even if a did not download any content any time. They are trying to charge me with another 10 consecutive monthly payments with a total of $742, and Im refusing to be charged for a service I dont use in any way or reason.Based on the Term and Termination policy, described here: ******************************************************************** On the member agreement, section 8.Term and Termination This Membership Agreement is effective until terminated. You may terminate this Membership Agreement at any time by contacting us or by such other means of written notice acceptable to iStockphoto which enables confirmation of your identity and your intention to terminate.I find not use and necessity to keep this membership active because we didnt find the content we were looking for and the content and photos we found doesnt worth to keep the payment of this expensive service.In definitive, we are proceeding to place the necessary complaints and escalate this matter, due to the company customer support is refusing to allow the termination of this agreement even after we express our intentions and desire to cancel and terminate the subscription.Thank you.*****************************.

  Business Response

  Date: 12/06/2023

  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.

  ******************************* case:
  

  On October 22nd, 2023, ***************************** actively opted for a Free Trial subscription and downloaded two images on the same day.  When the free trial period concluded, we billed his credit card on November 22nd for the first month of the annual subscription.
  ***************************** contacted us on November 22nd, expressing his desire to cancel his subscription. He was informed of our policy and provided instructions to turn off the auto-renew feature to prevent renewal of her annual subscription.

  
  

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20910980
  
  I am rejecting this response because:

  I visited www.istockphoto.com to review if i could find some images for a project I was working on October 22nd, 2023, founding 2 sets of images, and to download it I was asked to start a Trial Period, so I did, setting my credit card and creating and account as normally you do with all this companies providing media and digital services.

  The Trial Period for me was never clear, was confuse to know that really was for 30 days, and most important, they never did an effort to explain me easier and clearly that I was submitting my approval for a service trying to charge me $816.2 for a year of subscription. Knowing that, I would never accept the Terms, but they trick me.

  After the 2 downloads on Oct 22nd, never again came back to log in on the www.istockphotos.com web page or account. I never again downloaded any other image or media file, as I will show on my attached screenshots. The service wasnt for me, not many different media images or products that can fit my interest.

  On Nov 22nd, I receive a charge of $74.2 on my credit card ****, and that is the way I realize the trial period was for a month. Inmediately contacted IStockPhotos **************** by mail, which is the only way to do so, requesting the Cancellation of the Subscription and Termination of the contract, doing the explanation required, requesting also the refund for $74.2 charge to my card.

  Two days after, on Nov 24th, I receive the response from **************** (Attached uploaded), basically saying that it is not possible to cancel the subscription, and I need to continue doing another 11 payments for $74.2 and there will be no exceptions. I responded back explaining why I need to terminate the membership, and they just responded back just telling me that they understand my disappointment but they will do no exceptions to cancel or terminate my membership, going against of their own Termination policy. Then they shut me off, telling me that they will close the matter and i sent more emails back citing their policies and how are they could treat me like this and they just never answer back.

  I went to their Policies page to review it on my own, finding the that I could Terminate the membership as I refer here:

  Based on the Term and Termination policy, described here: 

  ********************************************************************
  
  On the member agreement, section 8.
  
  Term and Termination
  This Membership Agreement is effective until terminated. You may terminate this Membership Agreement at any time by contacting us or by such other means of written notice acceptable to iStockphoto which enables confirmation of your identity and your intention to terminate.
  And I did send the writing notice, where I was very clear on my Intentions to terminate the membership, from the same email which I use to open the account with them, and they just never answer back my request.
  To stop this situation and evolving problem for me and my family, Im demanding the following, because this is a service and a Company which I will never want to do business again.
  Terminate my membership as is cited on the Membership Agreement, part 8.
  Eliminate my data from this website.
  Stop billing me, by any way (credit cards, mail, in person, phone, in person, etc), for the subsequent monthly charges for this supposed membership.
  Me and my family just want it to put a stop to this matter, and we will do whatever will need to be done to stop this, and preventing others to suffer the same bad situation, which is very easily to be fixed by IStockphotos, but they are just refusing to do so.

  Thank you.

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

  Customer Answer

  Date: 12/06/2023

  Please refer to Document attached. 

  Thank you.

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

  Business Response

  Date: 12/18/2023

  Again, our terms explicitly state that it is the customer's responsibility to cancel the paid subscription before the free trial period ends. However, as a one-time courtesy to ****************************;we have cancelled the annual subscription.  There will be no additional charges to his credit card. 

  Customer Answer

  Date: 12/19/2023

   
  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:11/22/2023

  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 trial for this subscription, which I never used. To date, I have not downloaded any media from the website therefore have not used this service even once. I have requested that the business cancel my subscription, as such, and they were trying to make me pay an additional $425 to cancel my yearly subscription. Given I have not used the services, that I've already paid $90 for, this is incredibly unreasonable, and it's evident they make a large amount of their revenue from trapping customers in these subscriptions. Even on a yearly rate, most other subscriptions allow you to cancel yourself. I wish to close my account, at no additional charge. That is all.

  Customer Answer

  Date: 11/25/2023

  Today I received correspondence from the company that reads;

  " Hello , 
   I understand your disappointment that I cannot provide a full refund subscription. iStock is providing a solution by offering a pro-rated refund as you have used your subscription.  
   Please reply with I Agree to authorize the pro-rated refund amount stated previously. Otherwise, I will consider this matter closed, and your agreement will continue as set out in your original subscription. 
  Best regards, "

  I have responded to them in email, because they clearly state above, I am only eligible for a prorated refund, as I've already "used the subscription". In actuality,  I have not used the service, which is indicated on my profile.  Should I not then be eligible for a refund? I can see from other complaints shown, they do offer a cancellation at no charge, to some. I have not downloaded any content or used any credits from the subscription in the time I have had it and had I known it would be this difficult to cancel, and that. they are so lacking in customer service or transparency I would not have even opened an account. Even if I cannot receive a full refund, it should not be impossible to offer- a cancellation at no up-charge, however they are denying me, out of many others who they have catered to in similar circumstance. Why penalize me?

  Business Response

  Date: 12/04/2023

  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.

• Initial Complaint

  Date:11/22/2023

  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.

  4 Oct 2023 I signed up for a 1 month trial of iStock. I cancelled it online 10 Oct 2023. For four days (4-7 Nov 2023) iStock attempted to bill me $70 but the transaction was unable to process. On 8 Nov 2023 somehow iStock got the $70 to auto draft from my debit card. I notified them immediately; iStock refused to refund the $70 they stole from me. Attached are all of the emails proving I did everything to cancel iStock prior to the trial period ending and I didn't login again after I cancelled. I want my $70 returned to the original form of payment and for my iStock account to be deleted.

  Business Response

  Date: 12/04/2023

  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.
  

  Ms. ******** case:
  

  On October 4th, 2023, ****************** actively opted for a Free Trial subscription and downloaded an image on the same day.  When the free trial period concluded, we billed her credit card on November 8th for the first month of the annual subscription.  ****************** contacted us on November 8th, expressing her desire to cancel her subscription. She was informed of our refund policy, and as a one-time courtesy her subscription was cancelled as requested.