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:04/10/2024

  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.

  In March of 2023 I was charged ***** for a year subscription of *** Mouse (this was a second year) I had also purchased in 2022. I had purchased for my grandson. My daughter told me he was not using anymore she could not get him to use anymore. So around June of 2023 I called ***mouse and asked to cancel and see if I could get a partial refund. I was told that the terms and agreements of ***mouse is no refunds. I told them to cancel because it was not being used. Fast forward to March 2024 they charged me ***** again after I cancelled with a representative. **** said I did not cancel on app so no refunds. But, I cancelled with their customer service rep. **** should not have the ability to charge someone's bank and not offer refunds. When I saw the charge I immediately contacted them.

  Business Response

  Date: 04/10/2024

  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 March 30, 2024.
  
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $30.00 on April 4, 2024. In addition, we have processed the remaining $29.99 refund on April 10, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to April 3, 2024. Please note, your previous contact on June 17, 2019 was a request to cancel your ***************** not for ABCmouse. Subscriptions can be cancelled at any time within the app or online, either by the customer or 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.

• Initial Complaint

  Date:04/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 30, 2024 I was billed $45 for ***************** that I did not approve. I thought it was canceled. I went through the process to cancel several times after I saw the charge. I was not able to talk to a human since it was a Saturday so I finally found a phone number online, as it was not on their website, and called Monday and asked for a refund. This was clearly never used and was canceled. On Tuesday April 2, 2024 I received an email stated I had received $22.50 back and would be processed in 10 days. I called again asking for the remainder of the $45 which I was sent an email saying I would not get it back because that was not their policy. I am only asking for the $22.50 back. This service was never used and thought to be canceled and I was still charged. I spoke with ******** the first time and **** the second time, both said it had been canceled, but was charged.

  Business Response

  Date: 04/10/2024

  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 March 30, 2024.
   
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $22.50 on April 2, 2024. In addition, we have processed the remaining $22.50 refund on April 10, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to your annual renewal processing. Subscriptions can be cancelled at any time within the app or online, either by the customer or 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: 04/16/2024

   
  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:04/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a free trial membership on ABCmouse App for my son on 2/13/2024, but he didn't like it, so we did not use it much since then. I didn't realize ABCmouse automatically signed me up for a one year renewal, and charged me $45 on 3/15/2024.I never received any reminder or notification regarding this charge. I did not find about this until I checked my bank statement, and I immediately cancelled the service on 4/1/2024.I'm now requesting a full refund, and asking ABCmouse to send notification or reminder email about charge to their customers. It's a very shady business operation.

  Business Response

  Date: 04/02/2024

  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 1, 2024.
   
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $22.50 on April 1, 2024. In addition, we have processed the remaining $22.50 refund on April 2, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to your complaint submission to the BBB. Subscriptions can be cancelled at any time within the app or online, either by the customer or reaching out to us. 
   
  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: 04/02/2024

   
  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,
  
  Yanshu Fei

• Initial Complaint

  Date:03/06/2024

  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 canceled my child's ABCMOUSE account and still have been getting charged

  Business Response

  Date: 03/07/2024

  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 June 26, 2023. 
  
  After conducting a more thorough investigation, we found the ***************** was not cancelled. Please be aware the ***************** is an add on and does not automatically cancel when you cancel your ABCmouse account. On March 1, 2024, our ************* team received your inquiry, and the agent successfully canceled and refunded your latest charge for the *****************, amounting to $3.95. In addition, we have refunded all charges made for the ***************** after your ABCmouse cancellation on June 26, 2023 amounting to $31.60.
  
  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.

• Initial Complaint

  Date:02/15/2024

  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.

  In 2021, through my iPad I purchased one month of *** mouse for my daughter. After the trial I cancelled it through the app. This yesterday I called *** mouse customer service and let them know they have been billing me for a cancelled subscription. Unbeknownst to me for almost 3 years. I never received any sort of invoice or bill by email. I never received a notification from the company about renewal. I checked my email, SPAM and also my subscription history in the app and confirmed I was only billed for one month at 9.99. ***mouse needs to issue me a refund for the almost 3 years of billing. After that one month we never used that subscription which Im sure with technology can be verified

  Business Response

  Date: 02/23/2024

  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 found you had an account billed through Apple iTunes. It's important to note that we do not have records for accounts billed by third parties like Apple iTunes. However, we located a separate account created on April 9, 2021, under a promotional offer of two months for $5.00. Subsequently, it was billed monthly at $9.95 until August 9, 2021, when the price increased to $12.99 per month. Our records indicate that this account was billed directly through a credit/debit card. We will be refunding all charges associated with this account.
  
  A total of 13 charges, each amounting to $12.99, has been refunded directly from our system, which is the extent allowed by its limitations. To cover the remaining difference, we will issue a check via mail.
  
  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.

• Initial Complaint

  Date:01/30/2024

  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 have had ongoing billing issues with abcmouse the company owned by age of learning. I am verifying my card number being devoted then told I have no account no located transactions so Ive paid for a service since October that my child had not been able to use. When you call into their call center its a game you get a foreign rep who thinks its funny and tells you to file complaints instead then hangs up so here I am filing the complaint to recover my money. After he claimed he had no record of what I was saying he quoted my email however still unable to recover or locate account with my email. *** mouse is running a high level scam im extremely disappointed in the entire experience and wise I never did business with them. After trying to recover the account they said didnt exist while on the phone they tried to run my card again. Im disgusted I want my money back *** mouse should work on their customer service and hire within the US if they want our money. This entire situation was unnecessary but **** or ***** had a chip on his shoulder and doesnt realize these complaints impact the companies reputation!

  Business Response

  Date: 02/23/2024

  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 February 16, 2024 and refunded $12.99 that was billed on January 16, 2024. 
   
  
  Following a comprehensive investigation, we've identified that the renewal attempts made after January 16, 2024, were unsuccessful, and you were not billed for February 2024. However, we want to ensure there are no additional charges and confirm that there wasn't another account created using your payment information.
   
  Our ************* team has attempted to reach out to you by leaving a voicemail and sending an email regarding your concern. Unfortunately, we have not received a response from you. Kindly reply to our email and let us know a convenient time for a callback.

• Initial Complaint

  Date:11/20/2023

  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 previously canceled my subscription to *** mouse. As early as 2016, my kids aged out of the need for elementary school level games. After canceling the app, I did not receive any notifications or additional billing until recently. I went back and rechecked my account, and was being billed. I also saw that there was a case with the *** that accused and convicted *** mouse of this said practice Im looking for an immediate refund of the $225 with no interest or penalties. I would like a refund back to my credit card or a check in the amount.

  Business Response

  Date: 11/21/2023

  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 January 9, 2023. 
   
  After conducting a more thorough investigation, we found a previous cancellation made through Apple on October 22, 2017. However, you resubscribed on November 24, 2017. The account was last billed on November 24, 2022. Despite active usage, we have made an exception and refunded your Amazon payment account on file five charges in the amount of $45.00 each totaling $225.00.
   
  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.

• Initial Complaint

  Date:11/01/2023

  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 wish to file a formal complaint with the Better Business Bureau regarding the practices of abcmouse.com. Despite multiple attempts to cancel my semi-annual subscription and receiving verbal confirmation over the phone that it had been canceled, I continue to be charged without my consent. Subsequent calls to their customer service have resulted in lengthy explanations and arguments, exacerbating the issue. Please refund all the charges that were made to my account.

  Business Response

  Date: 11/10/2023

  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. As of November 1, 2023, a representative from ************* has canceled your account and processed a refund for the three most recent charges billed to your payment account. The total refunded amount corresponds to three charges of $29.95 each.
  
  After conducting a more thorough investigation, we were unable to locate any previous attempts to cancel through communication with our customer care department. We sincerely apologize for any inconvenience you experienced during your account cancellation process.
  
  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.

• Initial Complaint

  Date:08/17/2023

  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.

  8/12/22 I was charged a second time when I had attempted to cancel the subscription prior.6/2/23 I again attempted to cancel before being charged again. I was repeatedly told to go to their website and follow instructions to cancel, even though I had already done this several times and it did not work. I was told it charged as an in-app purchase and given instructions to cancel through ****** subscriptions. This does not show ** in ****** subscriptions, therefore that is impossible. I keep getting sent generic instructions on cancelling. Instead of actually working on this I'm only given scripted answers that do not work.8/13/23 I was charged again! 8/13 through 8/17 I continue trying to work with them daily with the same outcome as before. 8/14 I'm told it billed through Apple and given instructions on how to cancel through Apple (which I've never used for anything in my life)8/15 I'm told it's booked through ******, then given instructions on how to cancel through Amazon instead.Representatives have refused to correct this and continue to only send generic scripted responses instead of escalation to somebody who can figure out how to fix this. I have asked for supervisors and still only given the scripts. I had previously been able to change my billing card with them to an account I do not use so that they could not continue billing me. When this charge didn't go through they then went back to my previous payment method and charged it without permission to change and without the old account info even showing up on my account on my side. This is fraudulent billing. I request a refund for both previous charges of $60 each.

  Business Response

  Date: 08/18/2023

  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 have initiated a cancellation and refund request via ****** Play for the charges made on August 12, 2022, as well as the most recent renewal charge on August 12, 2023. You can anticipate receiving two separate refunds, each amounting to $59.99.
   
  During our investigation, it has come to our attention that you made an attempt to cancel your account through our ************* team on June 2, 2023. Please note, attempting to cancel an account that is being billed through ****** Play directly from our website will not be recorded as valid. To effectuate the cancellation, it must be processed directly through ****** Play. We sincerely apologize for any prior misinformation and inconvenience you experienced during your account cancellation process.
  
  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.

• Initial Complaint

  Date:04/21/2023

  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.

  March 21,2023 *** mouse has continuously charged my credit card. I have called to cancel and was on hold for over an hour. They then told me it was cancelled. Just got my recent statement and was not only charged but charged twice!!! My account has been cancelled since last year and I have credit card statements to prove.

  Business Response

  Date: 05/08/2023

  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.
  After conducting a thorough investigation, we have identified two ABCmouse subscriptions associated with your email addresses: one under @gmail.com created in 2018 which was last billed on July 25, 2018, and the other under @protonmail.com, created in 2022 which last billed on March 08,2023.
  We want to bring to your attention that the account created in 2022 had not been cancelled before reaching out to ** on March 20, 2023.  Upon contacting one of our agents via phone,they were able to locate your active account and assisted you with the cancellation process and they also refunded two payments of $3.95 on March 20,2023.
  Afterwards we show you reached out to our ************* Team on April 08, 2023, to report that you had recently been billed. However, we were unable to locate any recent charges on either of your accounts. We did request that you share the billing information, however, we did not receive the additional information and based on the screenshot shared it looks the like transactions in question are the two payments that had been refunded on March 20, 2023.
  Please keep in mind that any credit card refunds may be displayed as negative credit on your account. Your bank should be able to provide you with a more detailed explanation of how refunded transactions are displayed on your online app.
  If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist.