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

• 

  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:01/03/2025

  Type:Sales and Advertising 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 with Getty Images on 12/2/24. I downloaded a photo I wanted and then exited the website. Usually business you send you a confirmation email or some form of communication when you subscribe. This business did not send any form of email or communication. I periodically remembered that I needed to cancel the free trial throughout the month but would search my email for information regarding my account and found nothing. When I tried to login, I did not know my sign in username so I opted to recover my username. I put in my email to recover and still did not receive any email from them. I had no way to log in to my account. Once I was charged on 1/2/25 the $70 monthly subscription fee, I called them the next day on 1/3/25 to try to resolve the issue. They cancelled my membership but would not refund me for the month they had just charged me for but they would not charge me for the cancellation fee. But since I had cancelled my subscription, I would not be able to download any images for the month, so I paid 70$ for the month with nothing in return. I don't understand why they wouldn't describe this as allowing me to cancel my subscription for a fee of $70 as opposed to charging me for the month and not allowing me to use the service I paid but "waiving the $70 cancellation fee since I hadn't downloaded any photos." In the end, they charged me $70 for the month but are not allowing me to use what I paid for. Something seems very wrong with this. Getty Images also stated that they sent out a reminder to cancel the free trial two days prior to being charged. I searched my inbox and my spam folder for any communication from them and received ZERO communication in either folders. However, I did receive 2 emails from them on the day of cancellation. One from "iStock" confirming my cancellation, and one from "Getty Images" requesting a survey on their service.

  Business Response

  Date: 01/14/2025

  Ms. ******** actively opted for a Free Trial subscription on December 2nd, 2024. After the free trial period concluded, we billed her credit card for the first month of the annual subscription. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. As a courtesy to Ms. ********* and because of her limited use, we have refunded the one month she was charged.  

• Initial Complaint

  Date:12/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very upset that the website is very unclear about whether I had cancelled my subscription. I was on a free trial, saw that iStock did not meet my needs and went to cancel. It appeared to go through. I went to double-check later, and it looked like I was indeed unsubscribed, and the website even suggested that I *should* subscribe.Then I got a bill for $70, which not only was unwelcome and unexpected, but also put my small business onto overdraft. I lost $100 because their website is misleading.I had to cancel by phone. The agent said the fee was unrefundable, even though I incurred it because the website is bad. I also emailed customer service and got the same response, but was obviously a form letter that didn't match what I was saying. Their inflexibility really indicates to me that they are aware this is a problem and have zero intent of fixing it My "order number" when billed: ********** Reference number for my refund query: ******** Amount billed: $ 70

  Business Response

  Date: 01/08/2025

  Ms. ******** opted into a Free Trial subscription on November 20th, 2024, and downloaded four images during the trial period. After the trial ended on December 20th, her credit card was charged for the first month of the annual subscription.  Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.  Ms. ******** was also sent a reminder email two days prior to her free trial converting to a paid subscription.    On December 24th Ms. ******** contacted **************** and her ********************** subscription was cancelled as requested.  Because Ms. ******** actively downloaded images during the trial period, she does not qualify for a refund according to our cancellation policy, which can be found at ********************************************************************************.

• Initial Complaint

  Date:12/27/2024

  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 signed up for a trial subscription form **************************. I called to have the trial cancelled because it didn't fit my needs. The website is cumbersome to navigate and specifically hides the option to cancel the subscription online. They did not cancel the subscription and charged me for a product that I did not use. I contacted their customer support through the phone after escalating this issue through an online ticket. The customer *** that I spoke with was "******", she was very rude and dismissive and told me that under no circumstances would I be refunded any amount because it was my problem, not theirs, that the account remained active. I asked to speak with a manager/supervisor and she ended the conversation by hanging up on me.

  Business Response

  Date: 01/07/2025

  Mr. ******** opted into a Free Trial subscription on November 27th, 2024, and downloaded two images during the trial period. After the trial ended, his credit card was charged for the first month of the annual subscription. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. On December 27th, *********** contacted **************** and his ********************** subscription was cancelled as requested.  Because Mr. ******** actively downloaded images during the trial period, he does not qualify for a refund according to our cancellation policy, which can be found at ********************************************************************************.

• Initial Complaint

  Date:12/26/2024

  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.

  On three occasions this year, I have received an email from this company stating I 'autorenewed' my account with them, causing them to then charge me a full subscription fee for the entire year. Their auto renewal is not very visible but, after the first incident of this, I admitted to somehow autorenewing without intending to, and ate the fee. However, this has happened twice since. I would receive an email from them that I had an auto renewal subscription and was now being charged. When I email and complain, they express that under no circumstances, and because of company policy, can they cancel my 'autorenewed subscription' or return any of the money... that I must pay. I was very clear to ensure that when I bought a product, I did not auto renewal. In fact, after the second incident of this, I emailed their support desk to ensure the auto renewal feature was OFF. However, this morning, out of the blue, I got another email saying that my subscription with them has been renewed, and that they have charged me for three months of 2025, and will continue to charge my credit card. I believe this is sneaky business practices, and bordering on a scam. I want this company investigated, as well as receiving back my money. I have actually cancelled my credit card so they can't charge me anymore. These guys are very sneaky.

  Business Response

  Date: 01/07/2025

  Ms. ****** enrolled in an annual subscription on October 26, 2024, with a renewal date of October *******. The auto-renew feature is disabled, meaning her subscription will automatically expire on October 27, 2025.
  However, there seems to be confusion regarding the terms of her subscription and what she initially signed up for. To address this misunderstanding and as a courtesy, we have canceled her subscription to ensure no further charges will occur.
  

• Initial Complaint

  Date:12/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined iStock Photos in November of this year and downloaded some images that did not meet my needs. I thought I had canceled it after the first couple of days when it wasn't working for me, and I haven't touched it since. I was billed $70 this month, and when I contacted customer service for a refund, they told me that I didn't cancel during my free trial period and would not get a refund because it was "against policy." They can look at this and see I only downloaded maybe five or so images on the first day and haven't used it again, but they didn't care. I believe they make the bulk of their money on people who don't want to do business with them. If I had been using the product this month and then asked for a refund, I might understand...but that is not the case. These people are full of dirty business practices and should be held accountable.

  Business Response

  Date: 01/02/2025

  Ms. ******** opted into a Free Trial subscription on November 18th, 2024, and downloaded eight images during the trial period. After the trial ended, her credit card was charged for the first month of the annual subscription. Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. Ms. ******** was also sent an email reminder two days prior to her free trial converting to a paid subscription. On December 23rd,Ms. ******** contacted **************** and her ********************** subscription was cancelled as requested.  Because Ms. ******** actively downloaded images during the trial period, she does not qualify for a refund according to our cancellation policy, which can be found at ********************************************************************************.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $29 by iStock after a free trial for a subscription I did not intend to continue. I canceled the subscription immediately upon noticing the charge and reached out to iStock's customer support to request a refund. However, iStock has refused to issue a refund, citing their policy.The email reminder they sent about the trial period ending did not clearly communicate that charges would be non-refundable. Furthermore, I have not used any of the services since the trial ended. I believe this is an unfair and unethical practice, as it takes advantage of customers who may not fully understand the implications of the auto-renewal policy.Despite several attempts to resolve the issue directly with iStock, including explaining my situation and highlighting the lack of transparency in their communication, they have not refunded my money. I am seeking a full refund for the $29 charge.

  Business Response

  Date: 12/26/2024

  Ms. ******* opted into a Free Trial subscription on November 10th, 2024, and downloaded three images during the trial period. After the trial ended on December 10th, her credit card was charged for the first month of the annual subscription.  Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription.     On December 12th Ms. ******* contacted **************** and her ********************** subscription was cancelled as requested.  Because Ms. ******* actively downloaded images during the trial period, she does not qualify for a refund according to our cancellation policy, which can be found at ********************************************************************************.

  Customer Answer

  Date: 01/09/2025

  Dear ******* P,
  
  Thank you for the update and for facilitating communication regarding my complaint.
  
  I have reviewed the message from the business and would like to clarify several key points:
  
  Incorrect Addressing: Firstly, I am Mr. ******** not Ms. ******** I respectfully request that the business pay attention to such details in future correspondence to maintain professionalism and avoid unnecessary errors.
  
  Absurdity of Image Downloads Argument: The claim that downloading three images during the trial period disqualifies me from a refund is entirely unreasonable. The very purpose of a free trial is to evaluate the service, including downloading and testing its offerings. Suggesting that such minimal usage justifies withholding a refund is, frankly, an unacceptable and exploitative interpretation of policy.
  
  Fairness and Good Faith: I acted in good faith by canceling the subscription promptly upon realizing the charge, and I have not used the service beyond the trial period. Policies that penalize customers for utilizing a free trial as intended reflect poorly on the business and undermine consumer trust.
  
  I expect the business to reconsider its stance and issue a full refund for the unintended charge. This would not only resolve the matter amicably but also demonstrate iStocks commitment to ethical practices and customer satisfaction.
  
  Lastly, I kindly urge iStock to review its tone and approach when addressing customer complaints. It is imperative to uphold respect and professionalism at all times.
  
  I look forward to a revised response within the stipulated time frame.
  
  Sincerely,
  Mirjeyhun Aghayev

• Initial Complaint

  Date:12/15/2024

  Type:Sales and Advertising 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 sent an email requesting my account to be cancelled before my trial was up. The account was not cancelled per my request and they took a ***** payment in the middle of the night. This occured during the night of 12/14-12/15. I requested a refund due to their negligence and they are refusing.

  Business Response

  Date: 12/26/2024

  Having reviewed Ms. ******* case history, we can confirm her subscription has been cancelled.  We are also processing a refund for the most recent charge in December, as it appears Ms. ***** attempted to contact **************** to request cancellation prior to her billing date.  We appreciate Ms. ******* patience as this issue was reviewed and resolved.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $70 on 12-30-23, 1-3-24, and 3-2-24, for a total of $210. I received NOTHING in return!! I went to the iStock photo website and asked for my money back TWICE, but have not received a dime!

  Business Response

  Date: 12/26/2024

  Having reviewed Ms. ********** case history, we can can confirm her subscription is cancelled.  We are also processing a  refund to Ms. ******** for the monthly charges towards her annual subscription, as she previously attempted to cancel her subscription during the trial period according to our cancellation policy. 

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial on the iStock website (the free trial required I give them a credit card #). I browsed around but never used the service or downloaded any images and cancelled the free trial. Almost one year later and without authorization the company charged me for 2 identical subscriptions that I obviously did not sign up for (who signs up for two of the same subscription?? nobody). I did not authorize the subscription nor did I authorize them to keep my personal financial info on their servers after I cancelled the free Trial. I have repeatedly asked for them to return the $140 they took from me almost a year after having cancelled. The response is always "We offer no refunds" I am not asking for a refund as I did not buy anything or subscribe to anything...... I would like the money they stole from me returned.

  Business Response

  Date: 12/20/2024

  To clarify, Ms. ******* did not sign up for multiple subscriptions. She enrolled in a free trial on December 13th, 2023, which converted into an annual subscription after the trial period.   The annual subscription is billed monthly. ********** was billed twice for this annual subscription. We have canceled her annual subscription as requested.  ***************** actively downloaded an image during the trial period, she does not qualify for a refund according to our cancellation policy, which can be found here ********************************************************************************.   However,as a courtesy, we are in the process of refunding one of the monthly charges due to a misunderstanding about what Ms. ******* enrolled in.

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the istock free trial for a school project, and the day I was billed (the day the trial ended), I was charged, so I requested for a refund as I felt I wasn't notified prior to my subscription ending. They said they sent the email, but I could not find one anywhere and realized it was one email DEEP in my spam folder. I am a student living paycheck to paycheck and cannot afford this mischarge. I understand that their policy is no refunds after the free trial period, but I felt like I wasn't communicated sufficiently if not at all about the trial ending.

  Business Response

  Date: 12/20/2024

  Ms. *** opted into a Free Trial subscription on November 10th, 2024, and downloaded ten images during the trial period. After the trial ended, her credit card was charged for the first month of the annual subscription.  Its important to note that customers can cancel their free trial subscription using the self-service feature or by contacting **************** prior to the conversion to a paid subscription. On December 10th, Ms. *** contacted **************** and her ********************** subscription was cancelled as requested.  Because Ms. *** actively downloaded images during the trial period, she does not qualify for a refund according to our cancellation policy, which can be found at ********************************************************************************.