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:03/03/2023

  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.

  These scammers somehow got my information off my wife's old apple app store or got it off Amazon. Idk how they got it but for the past 3 ir 4 years, they have been charging my card. Never realized it until I looked at my bank account and realized I was was charged $59 for *** Mouse. I talked to them live chat and they told me an account was created under my wife's old email, *********************** i talked to a ****** and he said the account has been open since 2021. My son is 6 months old, so why would I create an account before he was born? Told him I wanted all my money back. ********************* once the money comes out, a refund can't be issued. It literally came out that day. After going off on him, he gave me a refund for 1 transaction. I went off some more and he said h*** contact me with a manager. Waited over a half hour and he went **** Terrible customer service. I got an email later that day from a manager stating my account was created in 2020, cancelled and reopened in Feb of 2021. He told me it was opened in 2021. They can't even get their lies straight. 2 different stories. She said she can only give me 2 of the refunds. I don't want 2, I want all my money back. After reading all these complaints, I'm not the only one who had their card charged. It seems to be a recurring situation. These people are scammers. My bank said I can file a dispute but prefer not to take that route. But may have to if I don't get my full refund. I'm going ti predict these clowns are going to reply back and say I created an account in 2020, cancelled it and reopened it in 2021 and say there's been activity on the account. They're full of s*** and just want to rob people of their money. Money hungry and companies like these need to be closed, for good.

  Business Response

  Date: 03/29/2023

  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.
  We investigated your account and user has resubscribed for a yearly plan on February 26, 2021, which was never cancelled and resulted in recurring charges based on the selected plan.
  We understand your frustration regarding the charges, we must point out that its important for customer to report any unauthorized charges to their credit card company to stop the charges from happening in the first place.
  However, we take all claims of fraudulent activity seriously, and ******** Care agent had gone ahead and cancelled the account and refunded the recent renewal on their account. As well as advised the customer to reach out to their bank for additional help securing their credit card information and monitoring any further charges on February 28, 2023.
  We want to ensure that our customers are satisfied with our service and experience, and a manager followed up with the customer that same day, to offer additional assistance. They explained that our limitations around refunds are based on when the customer contacts us, and the exception to our no-refund policy is usually limited. 
  Due to that limitation our ******** Care team unable to progress your request and we offered to mail a check on the address listed in your BBB complaint. We called the customer to confirm, but the first call went unanswered; we left a voicemail and sent a follow up email on March 13, 2023. We than left a second voicemail and sent an email confirmation on March 15, 2023.  
  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. 

• Initial Complaint

  Date:02/22/2023

  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.

  okay well back when i doenloaded this app i was gunna do the trial month and cancel it which i couldve sworn i did i mean it didnt show up on the play store as a reoccuring membership. as i went to load it up for the very first time because i went thru the app on ******* and for some reason the app never worked and my phone started freezing up . so i factory reset the phone and it seemed to fix the problem but randomly when i had cash on cash app *** mouse struck twice and when i contacted the app support which is great they claimed to settle a ticket and never spoke tp me my daughter never even played with the app its garbage and i believe it on ******* messed it up so id forget about it. and not notice it come off of my cashh app the moment i put money on coincidental but i just want the money back for thevproduct i never recieved .

  Business Response

  Date: 04/01/2023

  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.

  Our records indicate that the customer subscribed to ABCmouse on August 26, 2022, with a first-month free offer.
  Regarding the charges, we show the customer did not subscribe through the Play Store. The customer renewal payment was set for September 26,2022, since it was still active.  

  We show that the renewal payment for September declined by your credit card company. When a payment is declined, our system will automatically attempt to charge you at a later date. In this case, your renewal payment for September was successfully posted on October 25, 2022. Subsequently,the renewal payment for October 26, 2022, was unsuccessful until November 29,2022.

  We understand that this may have caused confusion with the appearance of two charges in one month, However, we would like to clarify that one of these charges was a delayed payment from the previous month.

  We apologize for any inconvenience caused by the decline of your renewal payment and would love to troubleshoot any issues you encountered with the app freezing. We tried to speak with the customer on March 13, ******** it went straight to voicemail. We then followed up via email to attempt to schedule a callback; however, we have not heard back from the customer.

  We invite the customer to reply to our email if they would like to additional assistance with their account.

• Initial Complaint

  Date:01/19/2023

  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.

  I have tried to cancel a subscription with *** Mouse. Their customer service is impossible to get ahold of to be able to cancel the subscription. I called their customer service number waited on hold for 10 mins and then an automated voice says to go to their chat online and then disconnects the call. Went to the chat and a computer asks for email, date of charge, amount. And after answering all of these a message is given saying a specialist will be with you soon and not to close the chat. I wait for over 30 mins in the chat an no specialist ever answered in the chat. After three months of doing this and emailing them a specialist finally entered the chat after 40 mins and said subscription has been cancelled and will take up to 10 days to process and they would refund one payment. I asked them to refund all three months that I have been trying to cancel and they responded that they made an exception for the one month. Which is not true since the charge was still pending my bank account. They had to, they were not making an exception. They are purposefully making it difficult for consumers to cancel their subscriptions and refusing to refund for the months that was attempted to cancel. I had a subscription with *** Mouse for over two years!!!! I think they made enough money off of me they can afford to refund my three months I've been trying to cancel!

  Business Response

  Date: 02/27/2023

  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.
  
  Our records show that the customer subscribed for a monthly ABCmouse subscription on March 19, 2020. The customer contacted ABCmouse ************* Team on January 19, 2023, stating that she has no issues just did not use it anymore and want to cancel.
  
  Unfortunately,due to the recent spike in customer service inquiries related to the holiday,we were not able to respond to her in a timely manner. We did, however, refund the customer in full for 3 charges: $12.99. We tried to speak with the customer,but phone number left on the ******************** went straight to voicemail. We followed up via email on February 21 2023.
  
  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.

• Initial Complaint

  Date:01/18/2023

  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.

  My son is 9 years old. We signed him up for ***Mouse in 2018 and cancelled it in 2019. We have not logged on for YEARS. I was charged $59.95 for an annual subscription earlier this month. I have attempted to contact *** Mouse via their only option online, which is to use the "Live Chat", a bot. No live human has ever joined the chat no matter how long I wait. I have sat on hold on the phone number (which I found through Googling) and no live person ever comes back. It says there is a 3 minute wait time every time, and then hangs up after 11 minutes, again and again. We cancelled the service years ago and I'm sure the company can see that no one has logged in for years.

  Business Response

  Date: 03/08/2023

  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. We were unable to locate an account with the email address on this complaint. We called the customer attempt to assist with locating the account; we left a voicemail and sent a follow up email February 22, 2023. 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.

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service 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.

  We signed up for a trial purchase, & then cancelled. However, we were still charged for 6 more months, even though we didn't use the product. They say they have no record of our account, but they keep charging it monthly. That's convenient for them. We've cancelled the card in hopes to divert from a 1-10-23 or 7 month charge.

  Business Response

  Date: 02/11/2023

  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.
  
  We were unable to locate an account with the email address on this complaint. We called the customer attempt to assist with locating the account; we left a voicemail and sent a follow up email January 23, 2023.
  
  We were able to schedule a callback for January 24, 2023 and found that their spouse had created both ABCmouse and ***************** account. While they cancelled their ABCmouse subscription, your ***************** subscription remained active. Please note that ***************** is a separate product from ABCmouse.
  
  As discussed during our call, although our policy states accounts are non-refundable, I was able to make an exception and processed and refund of 2 payments of $12.99.
  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.

  Customer Answer

  Date: 02/25/2023

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

• Initial Complaint

  Date:11/03/2022

  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.

  We have not had ****mouse for a few years and all of a sudden they randomly charged a credit card of ours.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/12/05) */
  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.
  
  We were unable to locate an account with the email address on this complaint. We called the customer attempt to assist with locating the account; we left a voicemail and sent a follow up email November 14, 2022. We didn't hear back from the customer, so we attempted to call again. We were unable to reach him and we left a voicemail on November 21, 2022.
  
  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.

• Initial Complaint

  Date:08/19/2022

  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.

  ABC has been charging my card for over a year without my authorization. i cancelled this subscription over a year ago and come to find out my card is being charges monthly ******

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 8, 2022/09/15) */
  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.
  
  Our records show that the customer resubscribed for an monthly ABCmouse subscription on May 19, 2019. The customer contacted ABCmouse Customer Care Team on August 19, 2022, stating that she had previously cancelled but had continued to be billed and requested to be transferred to a manager. Our representative saw that the account was still active and reviewed all her records to see if there had been any cancellation requests or attempts prior. No record of a cancellation request or attempt could be found. Due to that, the representative communicated back that they cancelled the account for the customer and could offer a policy exemption to refund their last renewal payment.
  
  A manager followed up to offer additional assistance, however we do not see any responses from the customer to this email, which was sent on August 21, 2022. After further review of the account, due to low usage of the service, we have provided an additional refund. We called the customer to confirm this with her, but the first call went unanswered. We did leave a voicemail on our second attempt and sent an email confirmation as well on April 25, 2022.
  
  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.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service 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 received an email about a new ************ paid subscription and panicked. I did not register for the account*********************************** I immediately went to the website and went through the forgot password ***** to secure the fraudulent account and contacted customer service. I requested to have the account cancelled immediately and a confirmation email sent to the email address used to sign up. They honored this request. I asked for the last 4 digits of the card on file to cancel the card that was compromised and they refused. I was unable to login to the account without downloading their bundle which I did not want to do because the account was fraudulent. There was no way for me to gain access to the compromised payment account without their help. They could see in the system that I had just logged in to change the password *** reported the issue. The customer support agent said I could verify the account payment info by providing them with the information. I did not sign up for an account and made it clear the account was fraudulent so I don't know which of my cards is compromised nor did I want to send them that information in a chat message. I believe this could be an email list scam to increase subscribers. If not, at the very least they are still responsible for allowing a thief to continue using my card information.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/23) */
  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.
  
  Age of Learning is unable to release any Personal Identifiable Information, including partial data such as the last four digits of the credit card information on file. Age of Learning does not store the full credit card information in order to protect the privacy and security of customer data. If someone believes their credit card has been compromised and was used to sign up for one of our products, the Customer Care team advises customers to reach out to their credit card company or other payment services provider to investigate any fraudulent transactions.
  
  The customer contacted our Customer Care team in connection with a suspected fraudulent account on August 11, 2022. The agent immediately cancelled the subscription linked to the information provided. On August 18, 2022, we followed up with the customer regarding Age of Learning security practices, and to advise them to reach out to their credit card company to investigate the matter.
  
  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.