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:04/10/2025

  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.

  Lack of ************************** Exam Access Issue Im filing this complaint due to Study.coms ongoing lack of communication and failure to follow through on a service request that has delayed my academic progress.On March 21, I opened a support ticket requesting to purchase more exams beyond the five-per-billing-cycle limit. I didnt receive a response until March 26 from an associate named *****, who requested a statement from my future university allowing me to take more than five exams per cycle. I provided it promptly, but the issue remained ************* ticket was then transferred to *** ********, who asked how many exams I needed. I responded, but heard nothing back from March 28 to April 4. On April 7, I opened a new ticket due to lack of response. ****** ******* picked it up and again transferred me to Joy, who quoted me $700 for 10 exams. I agreed to the price, but instead, I was charged $75.78 with no notice or explanation and received no access to new exams.I submitted another ticket to ask about the incorrect charge and exam access. This time, ******* responded saying the ticket would be closed because a related one was still open even though this was a new issue.This back-and-forth has caused unnecessary delays and is impacting my ability to transfer to my university. Ive been more than patient through these repeated hand-offs and lack of resolution.Desired Resolution:Access to the 10 exams as agreed Explanation of the $75.78 charge Clarification or completion of the $700 transaction Better communication from their support team Thank you for your help resolving this matter.

  Business Response

  Date: 04/10/2025

  Thank you for reaching out. I'm sorry to hear about your frustrating experience with our support team. We do try our best to answer in a timely manner. I am sorry that this was not the case for you. To clarify, our College Saver membership includes 2 exams per billing cycle. These do not roll over into future cycles. I apologize if this wasnt clearly communicated. If youd like to take more than 2 exams in a billing period, additional exams are available for purchase. These additional exams are billed at $70 each, plus any applicable taxes. To ensure we remain aligned with the academic standards of our partner schools, we have a 5-exam limit per billing cycle. Since your school has approved the addition of more than 5 exams, weve added them to your account as requested.
  
  Please let us know if you have any further questionswere here to help!

  Customer Answer

  Date: 04/11/2025

  Good afternoon, I appreciate your help with my complaint. Study.com finally fixed the issue, so my complain is fixed. The complaint number was ********, thank you for your help.
  

• Initial Complaint

  Date:03/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed the subscription on pause, which pauses any billing. After a few weeks I realized I no longer needed this subscription. I went ahead and cancelled the subscription all together while it was still paused. I see on 3/17/2025 a charge for $255.27. That is invalid since they're policy clearly states that while the subscription is paused there will be no charges. Now, the only way to cancel the subscription is to stop the pause. I want a full refund that is rightfully owed to me.

  Business Response

  Date: 03/20/2025

  Thank you for reaching out. I have located the Study.com account registered to ********************** Based on your circumstances, I have processed a ** one time refund of $255.27 ** to your card on file. Your Study.com account is now canceled and you will no longer have access to the site. You can reactivate at any time and retain all of your course progress and preferences. Your refund should be processed and received within 5-7 days depending on bank processing times. Please let us know if your refund exceeds this window or if you have any additional questions. 

• Initial Complaint

  Date:03/14/2025

  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 was accused of using AI on my Business 312 assignment on February 18th, 2025. I contacted support to dispute this claim as I haven't used AI on the same day. I received a response on February 21st asking me to answer some questions to give them a better understanding of the assignment submitted. I responded to that email the same day. However, it's been crickets ever since. It's been nearly a month and I haven't received a response or resolution at all. The subscription is very expensive, so this is completely unacceptable as the longer I wait, the more I am paying.

  Business Response

  Date: 03/17/2025

  Thank you for your patience as our team was working to resolve the issue. We appreciate your understanding. Please note that your assignment is in the final stage of grading, so expect an email regarding the assignment next week. Please look for an update on your ticket #*******.

• Initial Complaint

  Date:03/13/2025

  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 am taking Psychology 3111: Physiological Psychology through Study.com's College Saver program. I started the course on 2/11/25 and paid the $199.75 monthly payment. I completed all of the coursework on time within the month and went to register for the final exam. However, the exam required me to be verified through a 3rd party called Veriff. When attempting to verify my ID, it would not allow my ****************** issued student ID to be processed to be a valid form of ID. Additionally, my driver's license at the time was expired and that did not work either. I attempted to reach out to Study.com email support and they emailed me back saying it was fixed but I logged out, cleared my cache and logged back in and the same issue occurred. I have then emailed customer support twice, as well as calling the support line on 3 different occasions. No one has gotten back to me in 3 days. Furthermore, I went and got my license renewed and attempted to use my temporary license to verify my ID and it gave me an error message on their end. My account was just billed today 3/11/25 for the 2nd month of $235 for a problem that was on their end. I want to dispute the second monthly charge as well as have the ability to take my exam so that I can receive college credit.

  Business Response

  Date: 03/14/2025

  I truly apologize for the frustrating experience you've had with customer support. I understand how important it is to get the assistance you need. I can see that a ticket (#*******) has been created and is currently in escalation. An account manager will be reviewing your case and will follow up on your ticket shortly. Please keep an eye out for an update via email. Thank you for your patience as our team works to resolve the issue. We appreciate your understanding.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23052435
  
  I am rejecting this response because:
  

  On March 12th (5 days ago) I did receive a message from study.com explaining that they reset my exam attempt. However, I tried again that day and I had the same issues and am still unable to take my exam. I sent an email on march 12, explaining my continued issues and have not heard anything from the company in the past 5 days. I am unhappy with the communication with this company. Additionally, this has caused me to have to extend my membership another month, paying an additional $235 due to their lack of communication and a problem on their end. 

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

  Business Response

  Date: 03/20/2025

  We sincerely apologize for any inconvenience you experienced with our new exam format. We appreciate your feedback and want to ensure you have the best possible experience. To address this, we have refunded your subscription fee for the past two months and reset your most recent exam attempt. You now have two available attempts available. If you have any further questions or need additional support, please don't hesitate to reach out to your support ticket. We're here to help!

• Initial Complaint

  Date:03/07/2025

  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.

  Study.com is NOT responding to any of my emails.Its been weeks and weeks and NO response. I need receive credit for my courses (that I have passed & aced) but Support isnt responding at all delaying messages by 4-5 days per response. And ignoring all grading left to the courses I need for my transcript for ***. The support in Study.com is terrible and I can confirm after reading all these complains. I NEED this problem solved fast *******************

  Business Response

  Date: 03/10/2025

  Thank you for reaching out. We apologize for any delay in our response. We noticed that multiple tickets were created for this issue, which can lead to confusion and impact resolution time. We have reviewed your account and Im happy to inform you that all of your courses have been graded. Your transcript was issued on 03/05/25. If you have any further questions, please feel free to reply to your ticket #*******, and well be happy to assist you.

• Initial Complaint

  Date:02/27/2025

  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 signed up for the "risk free 30 days", this stated that if you cancelled within the first 30 days you were entitled to a full refund. I emailed them about a refund (as is what their website states to do). They responded within the hour telling me my account was being escalated to a supervisor for refund. After that communication nothing. It has been a week with no update or reply. However if you submit a new ticket they respond immediately

  Business Response

  Date: 03/03/2025

  Thank you for reaching out. I am sorry to hear you are experiencing a longer wait time for a response to your concern. I was able to locate an account for you. I can see that the account was refunded in full ($174.37) on 02/2/25. Your refund should be processed and received within 5-7 days depending on bank processing times. Please let us know if your refund exceeds this window or if you have any additional questions. 

• Initial Complaint

  Date:02/03/2025

  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 asked for a cancellation because the prices were not clearly outlined, and I thought I was paying for a complete class when, in fact, I was paying for a monthly membership. They agreed to refund ******. They did, and they said they would allow access to the course until the end of the payment period. They did not; they locked me out. I had already completed one course, so I asked them to allow me access to the transcripts. I could not access the transcripts, which is an additional fee for transcript access, go figure. Then they signed me up for another monthly membership for ***** plus tax without my authorization.

  Business Response

  Date: 02/14/2025

  Thank you for reaching out. Our apologies for any misunderstanding regarding the terms of our memberships. Study.com is a monthly, recurring charge membership. You will be charged your monthly membership fees on your sign-up date until the account is successfully canceled. For this reason, we advise each of our customers to review our Terms of Use before signing up. Our customer support team is available to help with the cancellation process or any questions you may have.  I was able to locate a recent customer support ticket for you, #*******. Our support team authorized 2 courtesy refunds on your account, one for the month following the initial sign up ($250.51) and one for the reactivation of your account ($63.95). We were not able to refund the first month because you took a proctored exam and credit was earned. Transcripts must be requested after completing the course they are not sent out automatically. Study.com does not charge for transcripts and you do not have to have an active membership to recieve your transcript. Instructions were given to you in your support ticket on how to submit a request. If you are still not sure how to request your transcript you can reply to your original ticket and the support team will assist you. Unfortunately, we are not able to offer any further refunds to the account. 

• Initial Complaint

  Date:02/03/2025

  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.

  The material misrepresentations made by Study.com in its advertising and the resulting financial harm incurred by me as a direct result require immediate attention.1. Evidence of Material Misrepresentation Study.coms advertisements (attached) explicitly state:We have worked with **************************** (***) to ensure that course credit transfer is quick and seamless.Guaranteed transfer to *****************************These claims create a reasonable expectation that Study.com courses would transfer to WGU without exception upon course completion. However, the advertisements omit disclaimers such as transferability subject to school approval or policies may change, which are legally required under FTC guidelines (15 U.S.C. 45, Section 5).2. Breach of Reliance and Detriment I relied on Study.coms guarantees when enrolling and paying for courses. **** internal transfer policy (attached) confirms the courses in question never qualified for transfer credit, suggesting Study.com either:Knew or should have known **** policies rendered its guarantee unachievable, or Negligently failed to update agreements with ***, misleading consumers.This constitutes deceptive practices under FTC standards.3. Legal Violations and Liability Study.coms actions clearly violate:FTC Act, Section 5: Prohibiting unfair or deceptive acts or practices.Department of Education Regulations (34 CFR 668.71-75): Requiring transparency in transfer credit representations.Florida Statutes: ****** Misleading Advertisements, ****** Misleading Advertising, ******* Fair Consumer Practices.4. Demand for Immediate Remediation To resolve this matter expeditiously, I demand:A full refund of $3459.83 for fees paid between 09/17/2021 and 08/4/2024.Retraction or correction of misleading advertisements with disclaimers.Written confirmation that Study.com will cease representing guaranteed transfers unless binding agreements with *** are in place.

  Business Response

  Date: 02/03/2025

  Thank you for reaching out. I am sorry to hear that you have had a frustrating experience with Study.com. I was able to locate a customer support ticket that was created for your concern, #*******. One of our College Success Coaches is looking into your situation and working on a solution. Please look out for an update on your support ticket.
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22861367
  
  I am rejecting this response because it does not address my complaint, promising to investigate my claim does not resolve it.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 02/26/2025

  Thank you for reaching out. Our College Success Coach responded to you on ticket #******* last month, requesting additional information. However, we haven't received a response from you with the necessary details. Unfortunately, we cannot proceed with a resolution until we receive the requested information. Please reply to the email (ticket #*******) with the requested details so we can continue assisting you. We appreciate your cooperation.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22861367
  
  I am rejecting this response because:

  I respectfully request that all communications, including any requests for documentation or information, be conducted through this platform. Kindly ensure that all correspondence remains within this channel.
  Additionally, I note that you have yet to address the discrepancies between your advertised representations and the policies of your purported "partner" school. Please provide a formal response clarifying these inconsistencies at your earliest convenience.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/11/2025

  We understand your concerns. To ensure a thorough review and resolution, we kindly ask that you provide the requested information in your support ticket. Without these details, we will be unable to proceed with our investigation or offer appropriate assistance. We understand that this a complex issue and we want to help find a resolution as soon as possible.
  
  Once we receive the necessary information, our team will be able to conduct a thorough review. We appreciate your cooperation and look forward to assisting you.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22861367
  
  I am rejecting this response because:

  Why is your company refusing to address the misleading advertisements Ive attached? These arent isolated or unique to my case, theyre your own marketing materials, along with policies promoted by your so-called partner schools. So let me get this straight:  by refusing to respond on this platform youre denying responsibility for advertisements you created and allowed others to circulate on your behalf. These advertisements clearly violated Section 5 of the ************************ Act. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/27/2025

  Study.com has enjoyed a long-standing, successful transfer agreement with ****************************, with hundreds of students transferring credits from our platform to their institution each month.
   
  We also have established degree plans created in direct partnership with *** that ensure students know exactly which Study.com courses to complete to satisfy the requirements for their desired program.
   
  If you have had an issue with your particular transfer situation, we want to help address it, but in order to respect your privacy have requested specific details about your situation outside of the BBB platform.

• Initial Complaint

  Date:01/28/2025

  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 went on study.com to take prerequisite courses to transfer to my grad school. After paying for the basic plan, I realized that I actually could not take credit transfer courses without paying for a different plan called College Saver. I proceeded to pay for the plan change & immediately after doing so, I was charged twice & my plan didnt even upgrade. I then called customer service to rectify the ************** have been no help. Ive left numerous ******************* asking for a refund and help upgrading my plan & all I keep getting are emails saying we dont know how you were charged twice, are you sure this happened someone will get back to you eventually. Its been a week. I cant finish my grad program until I start & finish these prerequisites. I even sent them a screenshot of my bank account showing how I was charged twice and yet, nothing.

  Business Response

  Date: 01/29/2025

  Thank you for reaching out. I can see that a customer support ticket was created for your concern, #*******. A customer support manager was able to see that the account upgrade charge failed. We were not able to locate additional charges on your account other that the initial charge of $31.79. Our support team ask for your information in order to make sure that there was not an additional account being charged. There was no other account found. No additional charges were processed on our end. If you need additional assistance please feel free to reach back out on the original support ticket #*******

• Initial Complaint

  Date:01/27/2025

  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 subscribed to Study.com on 05/22/2024, activating a promotion trial for $5.99 USD, which ended on 05/29/2024. I only used the service for about a week to help with a presentation and was under the impression that I had canceled the subscription immediately after use. However, I recently discovered I was charged monthly for eight months, totaling over ****** USD.When I contacted Study.com about this issue and requested a refund, I was partially refunded for three months. I was then asked to provide a copy of my cancellation request. I explained that I do not have any emails from eight months ago to provide as proof, but I have not received a response to my follow-up email.I believe the website's cancellation process may have contributed to this misunderstanding. On the cancellation page, the option to pause the subscription is presented prominently, while the cancellation button is hidden at the bottom of the page. This design is confusing and may cause users to mistakenly assume theyve canceled their subscription.I kindly ask for two things:1- A full refund of the remaining charges: I used the service for about a week during the trial period and have not used it since. I request that Study.com review my account usage to confirm this.2- A correction to your cancellation process: If someone clicks on "Cancel," the cancellation button should be clearly visible. Hiding the cancellation option or manipulating users to pause their subscriptions is not acceptable behavior for an educational platform.This situation has caused financial distress, as I am a student and a newcomer to ******. I activated the trial for a short-term need, not to incur ongoing charges I did not intend. I trust Study.com will address this issue fairly.

  Business Response

  Date: 01/29/2025

  Thank you for reaching out. Our apologies for any misunderstanding regarding the terms of our memberships. Study.com is a monthly, recurring charge membership. You will be charged your monthly membership fees on your sign-up date until the account is successfully canceled. For this reason, we advise each of our customers to review our Terms of Use before signing up. You can easily cancel your account directly from your dashboard. Our customer support team is also available to help with the cancellation process.  I was able to locate a recent customer support ticket for you, #*******. Our support team authorized a one time courtesy refund on your account. Unfortunately, we are not able to offer any additional refunds to the account. If you need further assistance you can reply to your original support ticket and a member of our team would be happy to help.