Complaints

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:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a backpack from this company on May 9, 2025. On May 10, 2025 a shipping label was created. As of now, May 17, 2025, the tracking still shows **** is awaiting the package. Their shipping details state that their products will ship within one to two business days and that it can take up to seven days to receive the product. Those numbers are acceptable and I realized this when placing my order. However, it has now been eight days since placing my order and the backpack still isn't on the way. I have tried to reach out to customer service multiple times, each saying I will be contacted the next business day. I have never received correspondence. My child is autistic and is obsessed with receiving this backpack. I have had to console him everyday since placing the order because it still isn't here. I show him that I've placed the order, but his heart is broken. I am beyond disappointed with ABCmouse/Age of Learning and could never recommend this company to anyone.

  Business Response

  Date: 05/27/2025

  Thank you for sharing your experience with us. We're truly sorry to hear about the issues you encountered and regret that your experience did not meet expectations. We appreciate you taking the time to speak with us by phone, and we're pleased to confirm that the item has since been delivered. Your continued patience throughout this process means a lot to us. Most importantly, we want to thank you for working with us to reach a resolution. We value your feedback and are grateful for the opportunity to resolve this matter to your satisfaction.
  

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  They have contacted me and went above and beyond to make things right! They noted my complaint brought to light issues the company had, and they are taking steps to ensure others do not have to go through the steps I did. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/19/2025

  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 have canceled my ABC mouse account twice. They just charged me again today and are refusing to refund me despite this being fraud. I also received a very misleading email that I believe is purposely deceptive and predatory.

  Business Response

  Date: 03/03/2025

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. Upon further review of the account, it appears that the issue has been resolved with a representative on February 19, 2025. We hope all matters have been addressed, should you need anything further assistance please feel free to respond to the confirmation email sent to your email inbox.
  
  
  
  
  

• Initial Complaint

  Date:01/08/2025

  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 have been an ABC mouse customer a while. Last year I canceled since my kids were getting a little too old for it. I logged into my credit card company account and saw the charge. When I accessed my ******** account it shows an active account! I canceled last year. Im so frustrated.I just want a refund and to be done.

  Business Response

  Date: 01/16/2025

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. After carefully reviewing the account and history, it appears the issue has been resolved. The current account had not been cancelled prior to the billing date resulting in a scheduled renewal. Communication has been established and a confirmation email has been sent for your records.
  
  
  

• Initial Complaint

  Date:01/08/2025

  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 being charged a monthly plan when I already purchased an annual plan. There is no account associated with my credit card that is being charged. The account i have associated is with an annual plan. They can't seem to stop charging me for the annual plan even though my credit card is not linked to any account. The annual is linked to a different credit card. I have asked them to stop charging me monthly and refund my money. I obviously don't need an annual and a monthly plan both. This company has the worst customer service.

  Business Response

  Date: 01/16/2025

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. After thoroughly reviewing the account and its history, it appears that the inquiry has already been resolved, and the request has been fulfilled. If you have any further issues or concerns, please feel free to reply to the email confirmation sent to the email address on file.
  
  
  

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled this service after using it for a year, and they continue to charge me, and refuse to refund my money.

  Business Response

  Date: 01/02/2025

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. After careful review it was determined we have resolved the issue via email and provided a resolution to their inquiry. If there is any further questions please respond to the email sent from Age of Learning as it was sent to the email address associated to this post.
  
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  January of this year I saw an unauthorized charge to ABCMouse.com to my bank account. I don't have any children and had never been to the site. Contacted the company who connected my card info to a subscription account with an anonymized email (just random letters and numbers). They said they would issue a refund. It never came. 6 months later and my account is again showing unauthorized charges to the site. As no one steals credit card information to buy children's games, it seems highly likely this company is actively involved with credit card theft.

  Business Response

  Date: 07/15/2024

  At Age of Learning, we are committed to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. Upon further investigation, we discovered an account with a $45.00 charge. We have refunded this amount and terminated the account to prevent any future renewals. Additionally, another account matching your card information was found. We have located and canceled this account to prevent further charges.
  

  It appears the recent account was created through an incentivized program we are not affiliated with, which offers incentives for signing up with ABCmouse. We highly encourage avoiding such offers from other companies to prevent unwanted subscriptions. We can confirm that both accounts have been terminated and will not receive any further charges. Please check your email inbox for recent updates regarding the status of this claim.

• Initial Complaint

  Date:06/20/2024

  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.

  The progress monitoring function on homeschool plus does not work. It has not worked in over a month possibly more. I have reached out to support several times to ask when this is to be fixed and I have a been told to be patient and not given a timeline. I have requested an email with my students progress so that I can see where theyre struggling and support is not answering. I have tried chat and support is not answering.I would like progress monitoring to be fixed. In the meantime I would like regular updates via email so that I can better assist my children in their learning.

  Business Response

  Date: 07/08/2024

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience, and we take pride in being responsive, diligent, and fair in all our interactions. We apologize for any inconvenience caused by the progress tracker not displaying data while using the Homeschool+ app. We have received your feedback and escalated the issue to our development team for an update on the solution. Additionally, we have followed up via email with more details to resolve this matter as soon as possible. Please check your inbox for the next steps on how we can maintain regular communication and updates if needed.
  
  
  

• Initial Complaint

  Date:05/22/2024

  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 trying to cancel my subscription to *** mouse within the 2 week free trial subscription period. But when i go to the website, it does not allow me to cancel. **************** is saying I am being billed through Apple, but I have talked to Apple and also checked all our accounts and none are being billed. I need to cancel my subscription within the 2 week free trial period and do not want to be billed.

  Business Response

  Date: 05/28/2024

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions.
  
  Upon reviewing your account, we confirm that your billing is through Apple iTunes. Although it was mentioned there are no active accounts associated with the Apple ID, we recommend thoroughly checking all Apple devices to locate where the account is active and which device was used for the purchase to ensure the account is cancelled.
  
  As previously mentioned, ABCmouse representatives do not have access to any billing conducted by Apple and, therefore, cannot directly cancel or refund Apple-billed accounts. However, we are willing to continue to assist you in resolving this issue as quickly as possible. Please check your inbox for further details about scheduling a call.

• Initial Complaint

  Date:04/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally subscribed to ABCmouse for my daughter during COVID-19. Received notice on March 8, 2024 from ******** that: "We were unable to process your latest payment of $59.95. While we attempt to process your renewal, we would like to offer you a short grace ****** so that your family may continue learning with ABCmouse.?com. In the meantime, please update your billing information so that you and your children can enjoy uninterrupted access to the site."ABCmouse indicates the service will become 'interrupted' of I don't update my billing info. The Mastercard on file with them was invalid as it had be associated with fraud some months earlier, and a new number was issued by Mastercard. I did not update my card with ABCmouse because I no longer wanted their service. However, ABCmouse BILLED MY BANK ACCOUNT, AND WERE NOT AUTHORIZED TO DO SO. ABCmouse was only authorized by me to bill my credit card. Notice that they don't say that my bank account will be billed since my card was rejected --- that's because they were not authorized to do that .... and yet they did it. On April 5 I logged in and canceled my ABCmouse subscription, and they sent me an email immediately on April 5th acknowledging the cancellation. However, the funds were not removed from my bank account until April-6. ABCmouse by sending the email KNEW I wanted to cancel their service, and they could have made an effort to reverse that transaction, but instead they indicate it will be canceled NEXT year.*I am attempting resolution here before going to the South Dakota *********************** of ******** Affairs and filing a complaint there.

  Business Response

  Date: 04/23/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
  
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on April 5, 2024.
  
  Upon conducting a comprehensive investigation, we regret to inform you that we did not find any record of a previous attempt to cancel your subscription or contact our ************* team prior to April 5, 2024. However, we have decided to make an exception in this case and have refunded $59.95 USD to your payment account on April 23, 2025. We want to assure you that we always honor cancellation requests from our customers. Unfortunately, we did not receive such a request from you before your annual renewal processing and filing a BBB complaint. Canceling your account post-billing does not automatically trigger a refund. Please note, subscriptions can be canceled at any time through the app or online, either by the customer directly or by reaching out to us to avoid future billing.
  
  Regarding renewals, it is stated on our account creation page that all subscriptions will automatically renew, and subscriptions cannot be created without our customers agreeing to this.
  
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

  Customer Answer

  Date: 04/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/16/2024

  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 hope I selected the correct adventure academy. The one I am looking for is the children's educational app. Unfortunately several are listed and I don't know which one is right since adventure academy doesn't say where they are located. My issue is it does not work. It hasn't worked for a year or more. My child didn't tell me about it for a long time so I am not sure how long. I've contacted adventure academy for technical support, and got no response. I've sent emails and got no response, I canceled my subscription and contacted them via social media and gotten no response, they've disappeared entirely. I want my money back. It's terrible for them to keep charging people for a product that doesn't load on any device at all. We have tried ipads, laptops, desktop, my phone - it's all bugged. I've paid $45 per year. Last year it didn't work the majority of the year (at least - if not the entire year) and I was charged again in January this year. So I would like to have $90 refunded.

  Business Response

  Date: 05/15/2024

  This complaint was not filed for the correct business.  We are a child care center serving families.  The complaint listed states it is for and educational app by the same name.  We are not affiliated in any way with the subscription service the person described above.  Please remove the compaint from our record and direct it to the correct business.  

    You may contact us at ************ or my personal cell  ************ if further information is required.  Thank you for correcting this and getting it off our record.

  Business Response

  Date: 05/17/2024

  At Age of Learning, we are committed to ensuring every customer has a positive experience and pride ourselves on being responsive, diligent, and fair in all our interactions.
  
  After thoroughly reviewing your ***************** account and the complaint you submitted to the Better Business Bureau, we apologize that our previous response did not meet your expectations.
  
  Following a comprehensive investigation, we identified that the issue you experienced with the ***************** app was due to a technical bug that has already been reported to our developers for further investigation. Given the prolonged nature of the issue, we have honored your request. Please check your email for further details.