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:04/26/2025

  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'm very frustrated with the lack of customer communication. I Paid over $300 and have had so many unresolved issues. My first issue was that study.com offers 3 chances to take chapter tests. I took statistics and on my second attempt on chapter tests I ended with all A's, after I finished my final i ended up with an F in the class because they were using my lowest score on chapter tests. I tried reaching out and no response. I then tried buying additional tests about 5 days before my 30 days were up and I kept getting error messages and I emailed them and sent screenshots and no response. By the time I was able to purchase more exams my 30 days had been up and they were seeking more money for the subscription before my 30 days were even up. For 2 weeks I've been emailing them telling them that if they're not going to help me or call me back/ email me that I want my 30 day money back guarantee and no one is responding. I have many emails I've sent, but nothing has been resolved. I wasted so much money and i am very upset because I'm a broke college student.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out. We are sorry for the frustrating experience you had with Study.com. I can see that our Director of Content and Services has reached out to you directly and has issued a refund on your account. She is working with our tech team to finalize your course grade. We appreciate your patience and understanding while we work to correct this for you. If you need anything else please don't hesitate to reach back out. 

• Initial Complaint

  Date:04/18/2025

  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 paid for a class so I can get college credits. I am done with the class as of April 9th, 2025, but the grade has not been posted. On their website, they say it takes two business days to grade homework, but as of 4/16/2025, I am still waiting for a grade on my homework, which will give me a final grade on the class I took. On Monday, April 14, I sent a text asking to get my homework graded, as my subscription will end on April 18th. I called yesterday and left a message with their customer service. I called again today and left a message. I cannot ever get a hold of anyone, and the 18th is coming up, and I do not want to be charged a whole month in order to get a grade in a class that I was done with on April 9th. Please help

  Business Response

  Date: 04/21/2025

  Thank you so much for reaching out! I was able to locate your account and can confirm that your Health 307 course has been finalized. Were sorry for any inconvenience caused by the delay in grading. It can take up to a week for results to be reviewed and posted after submission. I also want to reassure you that you dont need to have an active account to receive your final grades or request a transcript, as long as all coursework and the final exam are completed. While our customer support team did share this information earlier, we completely understand how easy it is to miss a detail, so were always happy to clarify. I can confirm that your account is currently paused. Charges will automatically resume once the pause ends unless the account is canceled beforehand. If theres anything else we can assist you with, please dont hesitate to reach out. Were here to help!
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23214097
  
  I am rejecting this response because: First no one told me that I can still requested the transcript. Second I did request the transcript but I havent received anything from you. I requested for my school and for myself and I still have not received anything. I need my transcript before I can accept this reply. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/08/2025

  Thank you for your patience while we worked to assess the issue. We believe we have identified the problem, it appears the email address you initially provided contained a typo. Our Transcript Coordinator has reached out to begin merging the account associated with the incorrect email address to the correct one. That process is now underway, and we are working to get your transcript to you as soon as possible. We appreciate your cooperation and understanding throughout this matter.

  Customer Answer

  Date: 05/14/2025

   
  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:04/11/2025

  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.

  I am writing to file a formal complaint against Study.com, an educational platform through which I have been completing credit-eligible college courses. Recently, I was falsely and arbitrarily accused of using artificial intelligence (AI) to complete a written assignmentan allegation that is both unfounded and made without transparency, review process, or supporting *********** provide context, I am a committed and high-performing student with a 4.0 GPA at my current university, and I have earned As on all of my Study.com exams to date. I take academic integrity seriously and have never relied on AI or any third-party tools to complete assignments. Despite this, one of my submissions was flagged for AI use. I was not given an opportunity to appeal or defend myself, nor was I provided details about what triggered the accusation.This process has been demoralizing due to the unjust accusation and the lack of due process. The platforms messaging was vague and impersonal, and no appeal process or instructor follow-up was offered. I was penalized solely based on an automated system, which should not be the final authority on academic honesty.I am requesting one of the following resolutions: - Option 1 (preferred): Allow me to continue and complete all of my courses through exam-only completion, waiving remaining written assignments. I am capable of demonstrating my mastery through objective testing. - Option 2: If written components are not waived, I request a full refund of all fees paid and for Study.com to cover the cost of all remaining proctored exams.I enrolled in Study.com to earn legitimate academic credit and invested both time and money into that goal. I expected to be treated fairly, but I have been falsely accused by a flawed and opaque system.I respectfully request that the Better Business Bureau assist in advocating for a just resolution.Full letter attached as a PDF. Thank you for your time and consideration.

  Business Response

  Date: 04/21/2025

  Thank you for reaching out. We understand your concerns and appreciate you bringing them to our attention. I can confirm that our Director of Content and Services has contacted you directly to offer alternative options for your course assignments. We hope that one of these solutions will meet your needs. We remain committed to supporting you in your academic journey. Please don't hesitate to reach out if you need additional assistance. Wishing you continued success in your studies.

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is temporarily satisfactory to me. Currently waiting for full resolution. Will change stance should full resolution not be 100% executed. Thank you for listening and understanding my perspective, I truly appreciate it. 
  
  Sincerely,
  
  Alexa

• 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:04/08/2025

  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.

  Opened profile 12/2/22 and used 8 out of 83 lessons. Cancelled the account promptly and found out on 4/3/25 that I have been charged ****** every month since. The account was never cancelled. I am desperate for a refund of the close to ******* I am owed .

  Business Response

  Date: 04/10/2025

  Thank you so much for reaching out to us. We truly appreciate your patience as we took the time to review this matter further. Study.com is a recurring membership service and billing continues until an account is canceled. After carefully reviewing your account, we were unable to locate any prior communication requesting a cancellation.
  
  I can confirm that a member of our Customer Support Team has issued a one-time, 6-month courtesy refund to your account. While we are happy to provide this one time refund, we are unfortunately unable to offer any additional refunds beyond this courtesy adjustment.
  
  I’ve also confirmed that your account has now been successfully canceled. You will not receive any further charges from Study.com.
  
  Once again, thank you for your patience and understanding. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re always happy to help.

  Customer Answer

  Date: 04/11/2025

   
  
  Complaint: 23158723
  
  
  
  I am rejecting this response because: I never used 1 class and of the other only 8 out of 83 lessons were used. The account was cancelled in 5/2023 yet they continued to bill me for 24 months. Study.com has denied me communication with anyone by phone or email and has only sent the same automated messages. This is financial fraud,. I have experienced what other consumers have expressed, confusing cancellation, reactivation of accounts without express permission, no statements.
  
  
  
  Sincerely,
  
  
  
  Juliette Bing Dormoy

  Business Response

  Date: 06/11/2025

  Thank you for reaching out. After reviewing your account and contact history, I was not able to locate any past phone or email records indicating an attempt to cancel the account. I can see that a recent request was made for a refund. A 6-month refund was granted in accordance with Study.com's Terms of Service. Please note that not all accounts are eligible for a refund; each request is reviewed individually to determine eligibility. As a reminder, users are responsible for canceling their accounts when they no longer wish to continue the service. We are unable to offer any further refunds on the account. If you need further assistance please reach out to [email protected].

  Customer Answer

  Date: 06/12/2025

   
  
  Complaint: 23158723
  
  
  
  I am rejecting this response because:Study.com never sent a single invoice to indicate I had been billed. They company was aware that continuation of billing for an inactive account would have resulted in my awareness of their fraud.
  
  
  
  Sincerely,
  
  
  
  Juliette Bing Dormoy

  Business Response

  Date: 06/16/2025

  Thank you for your response. We understand your concerns and appreciate the opportunity to address them. Study.com operates on a subscription basis with charges recurring automatically until a cancellation is made. This is explained at the time of sign-up and in our Terms of Use. While we do not send monthly invoices, charges are reflected on the customer’s bank or credit card statements. Accounts can be canceled at any time through the user dashboard or by emailing [email protected] for assistance. Our standard policy does not include refunds for periods of inactivity, as access to the full platform remains available throughout the billing cycle. In this case, we have issued an additional 4-month refund as a courtesy. This refund will be processed back to the original payment method and should appear shortly, depending on your bank. If you have any other questions or need further assistance, feel free to reach out to us at [email protected].

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23158723
  
  
  
  I am rejecting this response because: You broke California law in which businesses must follow strict laws regarding recurring billing and automatic renewals. Under California Senate Bill No. 313 (SB-313) and the Automatic Renewal Law (ARL), businesses must:
  Send timely notifications and reminders about ongoing charges. Which you did not do.  I will notify the attorney general and hopefully no one else will be defrauded by you.
  
  
  
  Sincerely,
  
  
  
  Juliette Bing Dormoy

• Initial Complaint

  Date:04/03/2025

  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.

  Ive been extremely frustrated with my experience using Study.com. I paid for the monthly membership and completed four courses, only to find out that they restrict students to just two exams per montha policy that makes no sense, especially for those on tight academic timelines. Because I needed to expedite my transcript transfer, I paid an extra $140 to take two additional ********* its been nearly two weeks, and none of my exams have been graded. Ive reached out multiple times, and I still havent received a single response. This delay is unacceptable, especially for a platform that claims to support students.If youre considering Study.com, go with ********** insteadthey grade within 13 days and provide much better support. This experience has been nothing short of disappointing, and I hope this issue is resolved quickly.

  Business Response

  Date: 04/16/2025

  Thank you for reaching out. I apologize for the frustrating experience you had with Study.com. To clarify, our College Saver Plan includes two exams per billing period. If needed, you may purchase up to three additional exams, allowing for a maximum of five exams per billing cycle. This policy is in place to ensure we remain aligned with the academic standards of our partner schools. Ive reviewed your account and can confirm that all of your course grades have been finalized. Additionally, **** issued a one-month courtesy refund. Your account has been cancelled. You will no longer receive any charges from Study.com. If you have any further questions or need additional assistance, please dont hesitate to reach out to our support team.

• 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.