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:07/21/2023

  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.

  On July 19th 2023, iStock.com took $96.05 from my account. I received a transaction notice to a spam email account that I hold. And contacted iStock.com immediately. I was told by their customer service that I signed up for a free trial & a 12-month subscription. I requested some proof based on my IP or otherwise and they sent me an invoice that has the name used in the email address and an address where I have never lived, nor are either associated with my method of payment. I have sent a number of emails back and forth and they simply tell me that they have made an exception by cancelling the subscription, however they will not provide me with a refund.I am in no way affiliated with this company and have never used my credit card to register for their service. When I explained that this must either be a scam or someone using my card fraudulently, they again avoided my claim and repeated that they would not be refunding the $100.00 they stole from my account. I should also be clear that based on their records the email account on file, never used their site since the alleged free trial period began. They claim this is why they made the exception to cancel the subscription portion and that I will not be charged again.This is clearly a scam of some sort.I have since canceled my credit card, and reported the transaction to my bank for a fraud investigation. Please note. I have signed up for many free trial in my life. However one thing that the most of these companies have in common is a security feature that ensures the person signing up actually has access to the email address used. The email account that they claim I used, did not receive a single email, nothing from iStock.com until the 19th, when my account was debited. iStock.com/Getty Images is a huge company and I dont imagine they would not have adequate security features in place to ensure no fraud is taking place. I would like this money refunded to my bank account.

  Business Response

  Date: 08/01/2023

  iStock offers a Free Trial, tied to a paid annual subscription, for new customers only. The rules of the program are clearly outlined before a potential customer chooses to submit their order.
  iStock terms and conditions clearly state that there will be no refunds, and that the customer has the obligation to cancel the paid subscription prior to the end of the free trial. 
  
  Having reviewed Ms. ********* subscription, we can confirm the following:
  
  An enrollment for a Free Trial subscription was completed on June 19th, 2023, and on the same day, 4 images, all of which had a related theme, were downloaded for use.   There were no additional downloads after June 19th.
  The free trial portion of the subscription ended on July 19th. iStock received no notice of cancelation: no webform, no email, no call. The first month of the annual subscription was billed to the credit card that was provided.
  ******************** then contacted our **************** on July 20th, provided the email address associated with the subscription, and requested a cancellation of the subscription and refund, claiming she did not sign up.                                        As an exception to our policy, and as a courtesy to Ms. *************** we cancelled the subscription immediately as requested. We informed Ms. *************** as per our Content License Agreement, we were unable to refund the amount she has already been charged but ensured her there will be no future ********.   
  
  We consider this issued closed.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20358334
  
  I am rejecting this response because:

  iStock has provided no proof that they received the billing information from me, my email or my computer IP.

  I have not denied that my email address was used to sign up for this free trial. My contention is with the other identifiers associated with my cc, IP and security surrounding this purchase. iStock has a fraudulent name and address associated with the method of payment, and never sent any security confirmation to the email to ensure whoever used my email address was actually me! The only email ever received at this email address was on July 19th reporting that a payment had been taken from my credit card. Not a single email from iStock before that date. 
  

  This was clearly someone fraudulently using my info. I have since cancelled my cc and was issued a new card after a week without access to my account. This is ridiculous and *****. 
  

  iStock has the burden of proof to show that they have not received or used my card fraudulently. IStock must provide the proof. Where is the proof.

  Please return my stolen funds.

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

• Initial Complaint

  Date:07/20/2023

  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.

  I purchased the free trial for an istock account on June 20th as I was planning my wedding and intending to use some of their photos. I saw the policy that states they would convert the free trial to a full account after 30 days, and intended to use the trial period to see if I would get value out of the paid subscription. As the month went by I was focused on other parts of my life, on July 20th I receive an email informing me that I was committed to 12 months of the service at a price of $935. I sent an email into the company asking for a cancellation and refund, as it was the first day of the subscription, and I had not used the service yet and didn't intend to use it going forward. I was told that policy wouldn't allow for a cancellation, but if I didn't use the service at all for the next 30 days, they would refund me for all the months after the first one. This is clearly predatory. I'm being asked to not use a service that I'm paying for, so that the company would be willing to cancel the remaining months of service? Also if you're willing to refund me for the remaining months that I won't use, there is no reason to not cancel and refund me for the initial month - especially when there was no up-front notice that I was about to be charged since the initial free trial email. In all cases, customers should be billed for a service they use, or have the choice to use. If I'm forgoing that right, I should be able to cancel and credit back, especially when there is no penalty to the company (no capital commitment, no product being refunded etc). Please consider revising this clearly predatory policy.

  Business Response

  Date: 07/28/2023

  iStock offers a Free Trial, tied to a paid annual subscription, for new customers only. The rules of the program are clearly outlined before a potential customer chooses to submit their order. 
  iStock terms and conditions clearly state that there will be no refunds, and that the customer has the obligation to cancel the paid subscription prior to the end of the free trial.  
   
  Despite a clearly outlined offer, terms and conditions, **************** did the following:

   He proactively selected a Free Trial subscription on June 20, 2023.  He then proceeded to download 2 images that same day.                                                                                                                                                                                 The free trial portion of the subscription ended on July 20th. iStock had received no notice of cancelation: no webform, no email, no call. The first month of the annual subscription was billed to the credit card that Mr.  ****** provided.  
   **************** then contacted our **************** team via webform on July 20th  requesting a cancellation of his subscription and refund.  As an exception to our policy, and as a courtesy to ****************, we cancelled the subscription                immediately as requested. We informed **************** as per our Content License Agreement, we were unable to refund the amount he has already been charged but ensured him there will be no future ********.   
   
  We consider this issued closed.
  

  
  

• Initial Complaint

  Date:06/30/2023

  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.

  Hi I'm a customer of *************************. I believed I purchased stock photo credits from this company in April. I usually do this regularly. I only purchase the credits I need for photos needed. Well, I was tricked and pulled into an automated subscription that I did not want or agree to. I mentioned this to the representative that I spoke with. I told them I don't remember agreeing to these terms and I only wanted to purchase credits like I've always done. So, istockphoto company has been charging me a monthly fee since April. I only downloaded three-four images. The subscription service is for roughly 26 downloads per month. I've only download 3-4 in three months period. They said there was nothing they could do for me and I was stuck. I've not downloaded anything for months and nothing for the month of June and they just charged me the other day. I asked for a refund for this month because I would like to keep a friendly business relationship with them and they are unwilling to work with me. These companies are constantly taking advantage of their customers. It's not right. I'm not looking for a hand out just to pay for what I owe and I've feel like I've over paid for what I've received up to this point. I have receipts for payments for ******June or any other documentation or recorded conversations between myself and the representative.

  Business Response

  Date: 07/07/2023

  To Whom it May ******************************** used our website (iStockphoto.com) to make the purchase of a one year image subscription on April 27, 2023.   Our website offers several different purchase plan options, from credit packs, to 1 month subscriptions and 1 year subscriptions.   This customer selected the 1 year subscription to purchase.    To initiate the purchase the customer would have clicked the green ********* button on the plans & pricing page for the subscription he selected.   Screenshot of that page is shown in the attached in Screenshot 1 (see red arrow).
  
  On the ************** page (photo attached as Screenshot 2) **************** was clearly informed that he is buying a 1 year plan that allows 10 downloads per month for 1 year  and that it was an annual commitment, billed monthly. On the checkout page the customer was presented with Billing schedule options for:  Monthly - 12 payments of $29.00 USD, or Quarterly - 4 payments of $87.00 USD, or Single payment - $348.00 USD.    Customer made the purchase with the option selected for 12 monthly payments of $29 USD.  Screenshot 2 shows that checkout page.   The checkout page also asked the customer to read and agree to the terms in our Content License Agreement (found here: ********************************************************************************) which also contains our policy on subscription cancellations and refunds. 
  
  Our website states our policy regarding cancellations and refunds on subscription purchases. One location of that policy is found here: ********************************************************************************#refunds. It is also mentioned in our license terms in our Content License Agreement (found here: ********************************************************************************). We only allow cancellation and refund if the request to cancel is received within 14 days of initial invoice date and only if less than 5 image downloads have been made from the subscription. This customer contacted us 64 days after the initial invoice date and  we do not offer refunds after 14 days. The customer contacted us after the first 3 of 12 monthly installments of the 1 year plan cost were charged to his credit card.
  
  **************** claims that he did not realize he bought a subscription. He claims he thought he bought a credit pack. But to acquire that subscription he had to have clicked the button that says I agree pay now to agree to the terms displayed on the checkout page. And the customer made image downloads from that subscription plan on two separate dates on April 27th and on May 1. This plan is a one year term. It is not a 1 month subscription where there is an option each month to renew or not renew for the next month. The one year subscription has a lower rate per month compared to only committing to one month subscription. Making that 1 year commitment is the way for customers to achieve the best value per image downloaded.
  
  Our terms of the agreement are stated in multiple places, and can be easily accessed by our customers. **************** now wants out of the commitment he made to the terms of the 1 year subscription agreement and feels he is entitled to a refund. The terms of the agreement no longer entitle a refund after 14 days from the original purchase date of the 1 year subscription.
  
  To resolve the customers request we have made an exception to policy and we have early terminated the agreement after his request.  We have cancelled the subscription. By early terminating the subscription plan, we have released customer from the obligation of paying us the $261 USD balance on that plan. But we will not refund what has already billed to credit card from the first 3 months of the plan he signed up for. Our handling of this matter has been fair and in alignment with the policies stated on our website.

  Thank you for sharing these customer issues with us.
  
  Getty Images, Inc.
  ****************************
  Seattle, **  98104

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20258557
  
  I am rejecting this response because: Several reasons, I paid through Paypal and my screen didn't look like that secondly I'm asking the company to use some common sense as it pertains to their customer relationship. I've only downloaded three-four images over the course of three months. If I was aware that I signed up for a monthly or yearly service I would have downloaded a lot more images. In fact, I would have downloaded as many images I could for each month. I am asking for a little kindness and consideration as a loyal customer. Maybe compassion understanding that I made a mistake. Clearly, they do not care about me as a customer and only want to site their terms and conditions which I think are confusion considering what they had previously. I didn't ask to be reimbursed from the first two months as it was my mistake but as soon as I realized what was happening I reached out to get refunded for the current month that was recently charged. Clearly, they don't care about me as a customer. They only care about their bottom line and the terms and conditions. I want that to go on record that I tried to work with them and they were unwilling to make any concessions. At this point if they win this argument over technicalities they win, but they are not a company I want to be associated with and would like to warn others they just don't care. I will no longer be using them for stockphotos moving forward. There are many other companies out their that can provide the same services. 

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

  Customer Answer

  Date: 07/10/2023

  I would like to add one more comment to my previous statement but I can't go back in and add this to the dashboard. I'm attaching a screenshot to illustrate how close the "Subscriptions" link is to the "Credit Packs". This is the reason for the confusion and I believe they do this on purpose.
  
  Can we add this to my statement or response back. 
  

  
  

  Business Response

  Date: 07/19/2023

  To Whom it May ***************** believe our prior response has answered the customer's current concerns. Since the ******************** complaint has been submitted, we have worked with ******* and allowed him to terminate the yearlong subscription that he signed up for prior to the end of his yearlong term.

  Thank you for sharing these customer issues with **.
  
  ********************, Inc.
  *********************************** 400
  Seattle, **  98104

• Initial Complaint

  Date:06/19/2023

  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 subscribed to something and yet I did not. They took money from me without my knowledge and consent. I freaked out and voiced my complaint. Instead of doing the right thing, they're refusing to give a refund for money that was STOLEN FROM ME! They're using the excuse of some policy that means nothing to me because I never agreed to a subscription of any kind at all! When I saw what was going on, I canceled to make sure they didn't rob any more money from me. But they still owe what they stole, which is over $95! That money belongs to me, not them.

  Business Response

  Date: 06/21/2023

  To Whom it May ******* - 
  
  As you likely know, iStock is a business owned by Getty Images that is targeted at freelancers, SMBs and SMEs who want to identify and access high quality visual content through ecommerce, for their ongoing needs. We provide potential customers with several different product SKU options that might meet their needs, and they are able to access any of these options entirely on their own, by their own choice, with all the information that they need to know on site. We do this to provide potential customers with options to meet their needs options entirely of their choosing. In some countries, we offer a Free Trial on one or two subscription products only. As the program suggests, it is a trial for those who ultimately intend to purchase visual content for ongoing needs. It is not a giveaway, no strings attached. If it was, it would say Free, not Free Trial, and it would not be tied to an annual subscription purchase, requiring credit card up front to get access to the trial of our service. This is not unusual practice, as Free Trial programs are ubiquitous in consumer and B2B subscription offerings there is nothing new and nothing difficult to understand.
  
  In ******, for example, we offer a Free Trial tied to an annual Premium subscription. It is not the only product that a potential customer can selectit is their choice, as you can see from our Plans and Pricing page on the website (subscription and credit pay as you go options available with toggle): [see attached Capture 1]
  
  When the customer selects a Premium Free Trial, and they are not registered and logged into the site already, they are taken to the webform below. So, a potential new customer cannot even access the offer without registering as a customer and logging onto the site. The page, without further clicks, clearly explains the program: [see attached Capture 2]
  
  Next, when the potential Free Trialer attempts to consummate the transaction at checkout of our site, they are required to submit payment method for the annual subscription and they are shown the following checkout page, with clear policies directly before the Complete Checkout button. There is nothing hidden or unclear First, it is obvious that we are providing a trial that leads to a paid subscription, as that is why we are asking for payment method. Second, we make that fact completely clear in the log-in and registration terms. These facts are then emphasized again prior to clicking the Complete Checkout button, below. The terms are not hidden, nor are they in smaller type than elsewhere on the form: [see attached Capture 3]
  
  We then take the additional step to ensure that these questions are addressed with clarity in our FAQs.
  
  In each of the three cases, we have determined with clarity that the potential customer took advantage of the Free Trial by proactively signing up for the ability to try our service and our content. We made it clear that there would be no refunds, but in each case, we broke our clearly outlined policy and refunded the customer of their future obligations related to the annual term that they chose to commit themselves to. These potential customers understood the clearly stated terms, they took advantage of the promotion and then did not want to comply with policy. They wanted free content with no strings or rules or obligations, and that is not our offer.
  
  Thank you for sharing these customer issues with us.
  
  ********************, Inc.
  ****************************
  Seattle, **  98104
  
  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20208251
  
  I am rejecting this response because: The payment was UNAUTHORIZED.  There was NO SUBSCRIPTION request made directly from me.  I made that 100% CLEAR to them and in the complaints I've been sharing here and on PayPal.  I have been ROBBED!!!  There are hundreds of people who've been in the exact same boat as I have that realized we were victims of a scam associated with Getty Images and iStock that STOLE MONEY from us without us even knowing what was going on until we noticed money gone missing from our accounts!  I am a victim here that deserves FULL FINANCIAL COMPENSATION!  I want my $94.35 back!!!!  I will continue with the others who've been filing complaints against Getty Images for questionable practices that give us every reason to see them as scammers instead of a truly legit business operation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/05/2023

  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.

  I was billed $96.05 CAD for cancelled pre-authorized transactions by iStock, which is a sister company of the Getty Images. I was on their free trial for their advertised offer, I also turned off the auto renewal for their monthly subscription. To my surprise, they charged me for the so-called free trial period and scrupulously turned on the auto-renew option by their end and locked myself out of my account. They are falsely blaming me that I didn't cancel their subscription although I turned off their auto-renewal. This company does this same trick over and over again with thousands of innocent customers, which is evident from the online reviews, especially on the TrustPilot.I didn't even download a single item from their website, but this fraudulent company charges me falsely and without my consent. This is solely an unauthorized and illegal activity this Getty Images is playing with numerous of their newly subscribers with a so-called free trial advertisement.I would request the Getty Images to look into their business iStock.com and refund the unauthorized amount that they had charged my credit card as soon as possible.

  Business Response

  Date: 06/09/2023

  Hello,

  Thank you for contacting Getty Images/iStockphoto.

  We have addressed this matter with our customer directly.

  Please let us know if there are any continued questions.

  Thank you.

  Getty Images, Inc.
  ****************************************
  Seattle, **  98104

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20143272
  
  I am rejecting this response because: They never contacted me to rectify the situation. They need to refund my money. They are illegally charging me for the service that I have never used.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/21/2023

  To Whom it May ******* - 
  
  As you likely know, iStock is a business owned by Getty Images that is targeted at freelancers, SMBs and SMEs who want to identify and access high quality visual content through ecommerce, for their ongoing needs. We provide potential customers with several different product SKU options that might meet their needs, and they are able to access any of these options entirely on their own, by their own choice, with all the information that they need to know on site. We do this to provide potential customers with options to meet their needs options entirely of their choosing. In some countries, we offer a Free Trial on one or two subscription products only. As the program suggests, it is a trial for those who ultimately intend to purchase visual content for ongoing needs. It is not a giveaway, no strings attached. If it was, it would say Free, not Free Trial, and it would not be tied to an annual subscription purchase, requiring credit card up front to get access to the trial of our service. This is not unusual practice, as Free Trial programs are ubiquitous in consumer and B2B subscription offerings there is nothing new and nothing difficult to understand.
  
  In ******, for example, we offer a Free Trial tied to an annual Premium subscription. It is not the only product that a potential customer can selectit is their choice, as you can see from our Plans and Pricing page on the website (subscription and credit pay as you go options available with toggle): [see attached Capture 1]
  
  When the customer selects a Premium Free Trial, and they are not registered and logged into the site already, they are taken to the webform below. So, a potential new customer cannot even access the offer without registering as a customer and logging onto the site. The page, without further clicks, clearly explains the program: [see attached Capture 2]
  
  Next, when the potential Free Trialer attempts to consummate the transaction at checkout of our site, they are required to submit payment method for the annual subscription and they are shown the following checkout page, with clear policies directly before the Complete Checkout button. There is nothing hidden or unclear First, it is obvious that we are providing a trial that leads to a paid subscription, as that is why we are asking for payment method. Second, we make that fact completely clear in the log-in and registration terms. These facts are then emphasized again prior to clicking the Complete Checkout button, below. The terms are not hidden, nor are they in smaller type than elsewhere on the form: [see attached Capture 3]
  
  We then take the additional step to ensure that these questions are addressed with clarity in our FAQs.
  
  In each of the three cases, we have determined with clarity that the potential customer took advantage of the Free Trial by proactively signing up for the ability to try our service and our content. We made it clear that there would be no refunds, but in each case, we broke our clearly outlined policy and refunded the customer of their future obligations related to the annual term that they chose to commit themselves to. These potential customers understood the clearly stated terms, they took advantage of the promotion and then did not want to comply with policy. They wanted free content with no strings or rules or obligations, and that is not our offer.
  
  Thank you for sharing these customer issues with us.
  
  ********************, Inc.
  ****************************************
  Seattle, **  98104
  
  

  Customer Answer

  Date: 07/02/2023

   
  Complaint: 20143272
  
  I am rejecting this response because:

  They are lying as they always do with others in doing their business. If you look at 'Trustpilot' and other online review platforms, this business is using the same tricks over and over again in order to make money from innocent people. They intentionally entice people with their so-called FREE offer, then start charging their credit card without having proper consent. They did not do their business right. I would once again request the business to refund my money; otherwise, there will be legal steps afterwards that would cost way more than this small amount they are defending not to pay. I will not let you go like that, I will proceed vigorously to make a lawsuit with other people to have a strong case. So, this is your chance to rectify the situation now, else it will be very costly and time consuming. BYE

   

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

  Business Response

  Date: 07/20/2023

  Hello - 

  Please see attached PDF for Getty Images' response in this matter, which includes pertinent screen captures.

  Thank you.

  Getty Images, Inc. 
  *********************************************;
  Seattle, **  98104 
  
  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20143272
  
  I am rejecting this response because:
  

  This issue is not resolved. As I said earlier, if no refund is issued; there will be some form of legal actions against this fishy and creepy company. See their online review and everyone would understand the reputation of this company. Most of the consumers already expressed their frustration, and its keep going. Their terms and conditions are questionable and contradictory like the way they advertise on online platform. 

  BBB, please **** this issue unresolved and post this thread publicly to your site. I will never accept any explanations from this deceptive company. This is my last reply.

  NOT RESOLVED

   

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

• Initial Complaint

  Date:05/30/2023

  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.

  I signed up for a free trial on Istock (Getty Images) to see if I liked the service. I only downloaded two vector files. After that, I cancelled my subscription. I never used the service again and I never logged back in or downloaded any files. I did not get any confirmation emails regarding the status of my account. I thought the subscription was ended because it said so on the webpage. It wasn't until I was checking my credit card statement that I see I was charged $95.20 each month since cancelling (for two months). I contacted customer support explaining the situation, saying I know I cancelled it, I am still getting charged and I have never used the service since my free trial. They responded with very rude emails saying they will continue to charge me for the remainder of the year and there is nothing I can do about it. I did not agree to this and I know I cancelled my subscription. They are refusing to not only refund the last two charges of $95.2 but they are also refusing to cancel my monthly subscription.

  Business Response

  Date: 06/08/2023

  Thank you for contacting Getty Images/iStockphoto.

  We have reached out to the complainant and advised them on their concerns.

  Please let us know if there are any further concerns.

  Getty Images, Inc. 
  *********************************************;
  Seattle, **  98104 
  Direct (**): **************** 
  
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20119888
  
  I am rejecting this response because: I had requested a refund on my last two invoices they charged me of $95.2 as I know I cancelled my subscription before my free trial ended. They have refused and have been very rude in their corespondents. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/21/2023

  To Whom it May ******* - 

  As you likely know, iStock is a business owned by Getty Images that is targeted at freelancers, SMBs and SMEs who want to identify and access high quality visual content through ecommerce, for their ongoing needs. We provide potential customers with several different product SKU options that might meet their needs, and they are able to access any of these options entirely on their own, by their own choice, with all the information that they need to know on site. We do this to provide potential customers with options to meet their needs options entirely of their choosing. In some countries, we offer a Free Trial on one or two subscription products only. As the program suggests, it is a trial for those who ultimately intend to purchase visual content for ongoing needs. It is not a giveaway, no strings attached. If it was, it would say Free, not Free Trial, and it would not be tied to an annual subscription purchase, requiring credit card up front to get access to the trial of our service. This is not unusual practice, as Free Trial programs are ubiquitous in consumer and B2B subscription offerings there is nothing new and nothing difficult to understand.
  
  In ******, for example, we offer a Free Trial tied to an annual Premium subscription. It is not the only product that a potential customer can selectit is their choice, as you can see from our Plans and Pricing page on the website (subscription and credit pay as you go options available with toggle): [see attached Capture 1]
  
  When the customer selects a Premium Free Trial, and they are not registered and logged into the site already, they are taken to the webform below. So, a potential new customer cannot even access the offer without registering as a customer and logging onto the site. The page, without further clicks, clearly explains the program: [see attached Capture 2]
  
  Next, when the potential Free Trialer attempts to consummate the transaction at checkout of our site, they are required to submit payment method for the annual subscription and they are shown the following checkout page, with clear policies directly before the Complete Checkout button. There is nothing hidden or unclear First, it is obvious that we are providing a trial that leads to a paid subscription, as that is why we are asking for payment method. Second, we make that fact completely clear in the log-in and registration terms. These facts are then emphasized again prior to clicking the Complete Checkout button, below. The terms are not hidden, nor are they in smaller type than elsewhere on the form: [see attached Capture 3]
  
  We then take the additional step to ensure that these questions are addressed with clarity in our FAQs.
  
  In each of the three cases, we have determined with clarity that the potential customer took advantage of the Free Trial by proactively signing up for the ability to try our service and our content. We made it clear that there would be no refunds, but in each case, we broke our clearly outlined policy and refunded the customer of their future obligations related to the annual term that they chose to commit themselves to. These potential customers understood the clearly stated terms, they took advantage of the promotion and then did not want to comply with policy. They wanted free content with no strings or rules or obligations, and that is not our offer.
  
  Thank you for sharing these customer issues with us.

  ********************, Inc.
  ****************************
  Seattle, **  98104

   

• Initial Complaint

  Date:04/04/2023

  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.

  iStock provides a few different options for using their stock resources. I paid for a monthly subscription that barely gets used and is going to expire in 10 days. those credits can only be rolled over if i continue to pay.Meanwhile, there are images that I am unable to use my credits on because of some type of classification that requires additional credits instead of the subscription. So I have to pay more to use something while I have over 100 credits that useless to me. It's not a case of me buying the wrong product, either. IStock does not communicate clearly how a subscription can't be used on certain items before subscribing.I feel ripped off.

  Business Response

  Date: 04/12/2023

  Thank you for contacting Getty Images.

  We have reached out to the complainant directly and are working with them in this matter.

  Getty Images, Inc.
  ****************************************
  Seattle, **  98104
  Direct (**): ****************

• Initial Complaint

  Date:08/01/2022

  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.

  To whom it may concern: I just discovered that Getty Images Inc. has been stealing my artwork, banners, photographs, & any thing else that they can abscond with. They even had the nerve to copyright it. I see now they are being sued by countless firms, for the same thing. Do you have any suggestions? Is their a federal form for copyright infringement?Should I attach the images they have stolen.

  Business Response

  Date: 08/02/2022

  Hello,

   

  Thank you for contacting Getty Images.

  If the complainant feels there has been an infringement of their work by Getty Images, please contact us at ******************************** with the details.

  Thanks,

  *************************
  IP Enforcement Manager
  
  Getty Images, Inc. 
  605 ********************************************************************, **  98104 
  www.gettyimages.com
  
  

   

  Customer Answer

  Date: 08/03/2022

  Thank you for your quick response. 

   

  The problem has been resolved. My images, attached with the original complaint, were determined not to be in violation of any copyright laws, per Zazzle. Getty apparently has more problems than I had imagined, fortunately this is no longer an issue. 

  Case closed.

   

  Thank you 

   

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

• Initial Complaint

  Date:07/12/2022

  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.

  We are a graphics design firm and we purchase individual stock photo images from istock photo, as needed. We never subscribed for a monthly subscription of $40 but we just discovered they have charged us $40 for 41 months from January 22, 2019 - May 24, 2022. We want a refund of $1,640 and never for them to charge us for a subscription again.

  Business Response

  Date: 07/19/2022

  Hello,

  I reviewed this with our customer service team and have been advised that this matter has been addressed directly with the customer by our customer service team.

  Thanks,

  *************************
  Getty Images, Inc.
  605 **************************************************************, **  98104