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:08/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continuously get charged $29.85 every month for what should have been a one time fee. To prevent this company for unlawfully billing me I had to call my bank. This is ridiculous as I have looked into cancelling my plan multiple times on the website and it says that I do not have a plan. Funny because I keep on getting charged. I need this subscription terminated immediately and all previous charges refunded because this is simply ridiculous.

  Business Response

  Date: 08/02/2023

  Hi there, thank you for reaching out to us.

  Please note that we were not able to locate the charges associated with the email ****************************** Please share the email associated with the Studypool account that you used to subscribe. Or, share the last 4 digits of the card used to pay the subscription.

  Thanks in advance,

  Studypool Team

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20265487
  
  I couldnt figure out how to respond to your message without rejecting your proposal. The last 4 digits of the card that is being charged is 9406. 
  
  *****************************************************

  Business Response

  Date: 11/14/2023

  Thank you for confirming the provided information.

  I have successfully identified the account linked to your subscription. The monthly charges have been refunded to the original payment method. Please allow 3-5 business days for the refunded amount to be reflected in your bank account. We sincerely apologize for any inconvenience this may have caused.

  Should you have any further questions or concerns, please don't hesitate to reach out.

  Best,

  Studypool Team

  Customer Answer

  Date: 11/16/2023

   
  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.
  
  ******************************************************

• Initial Complaint

  Date:07/29/2023

  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.

  Studypool **** claimed a 14 day trial period - I created an account, tried it and it was not what I was looking for. I attempted to contact them to ask for a refund as I had only been a member for about one hour and they claim no refunds!!

  Business Response

  Date: 08/02/2023

  Hi there, thanks for reaching out to us.
  
  Unfortunately, we currenlty do not offer any free trials for the subscription service. We are also unable to locate your account associated with the email ****************************** this doesn't seem to be a real email. 

  You can reach out to us at ******************************** if you need help with anything else.

  Best,

  Studypool Team

• Initial Complaint

  Date:07/29/2023

  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.

  I continuously get charged $29.85 for what should have been a one-time fee. When I try to contact Studypool, there are no other options for contacting this organization. To prevent future charges, I am going to call my bank and block Studypool and if they charge again I will FILE A POLICE REPORT AGAINST STUDYPOOL. Since this was meant to be a one-time transaction, I need this subscription terminated immediately and all previous charges refunded. I did not authorize this transaction and removed my card from Studypool months ago. This company has no place to contact them for support, very dishonest.

  Business Response

  Date: 08/02/2023

  Hi there, thanks for reaching out to us. 

  We're sorry to hear about your experience with our subscription service. Please note that our customer support team is available 27/4 by logging into your Studypool account and locating the Intercom widget on the right hand side, or sending an email to ********************************.

  Regarding your subcription, this email *********************** is not associated with any Studypool account, however, there we located another account that was created that is associated with your subscription. We've refunded the last (3) charges back to the original payment method and cancelled the subscription which was not cancelled by the user. 

  Let us know if there is anything else we can help with.

  Best,

  Studypool Team

  Customer Answer

  Date: 08/25/2023

   
  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:07/07/2023

  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.

  Hello, on the 26-06-2023, I applied as a tutor on Studypool with the email address ************************** with my legitimate ID and even provided a KYC. My application was approved the next day (Dr_Ayra) and began working on the platform. It happens that 5 hours later they sent me a notification that I was suspended for "Fraud-related activities." They then proceeded to permanently ban my account without specific information as to how I committed fraud on their platform. For the 5 hours I was working in the platform, I was bidding on questions and also changed my account profile picture. No other activity was performed, I didn't even change my password. I'd like my account restored as it has my personal information (Clear ID document and KYC selfie).

  Business Response

  Date: 07/23/2023

  Hi there, thank you for your message.

  We regret to inform you that your account associated with the email address ************************** cannot be restored due to fraudulent activities. All personal information, including the submitted KYC, will be permanently deleted within the next ***** hours.

  
  Thank you for your understanding.
  Studypool Team

  Customer Answer

  Date: 08/02/2023

   
  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:06/27/2023

  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.

  Just bought a subscription to studypool. The reason I bought this was access to a doc, instead it gave me the 5 page reading that I wanted to avoid, with no answers to any of the questions I had. Kindly, I would like a reason as I have no use for my subscription i Bought five minutes ago that is useless to me because of the lack of answers and lying about answers being there. I feel a bit lied to I wanted to try an alternative to chegg, A refund is needed please understand.

  Business Response

  Date: 07/06/2023

  Hi there, 

  Thank you for reaching out to us. We would like to inform you that your subscription has been successfully cancelled, and you will not incur any further charges.
  

  To request a refund, please log in to your Studypool account and click on the Intercom widget. Our dedicated Customer Support team is available 24/7 to assist you. They will review thecontent that has been unlocked and assess whether your refund request is applicable. If eligible, we will gladly refund the amount back to your original payment method. You can also send us the request to ********************************.

  We appreciate your cooperation and value your business.
  

  Best regards,
  The Studypool Team

• Initial Complaint

  Date:06/27/2023

  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.

  Studypool has continual charged me I continuously get charged $29.85 for their services and I have canceled it. When I go into their web site and attempt to retrieve username or password it says there is no account accosted to the email. I cannot find an operating or valid way to contact them and ask for their billing to stop charging me.

  Business Response

  Date: 07/06/2023

  Hi there, we're sorry to hear about the experience.

  Please note that we cannot locate an account with ********************** associated with the following email ******************* Please share the last 4 digits of the CC associated to the charges, or share the username associated with the account, or if you think you might of opened another account with a different email please share that email as well.

  You can send us the information to ********************************.

  Best,

  Studypool Team

• Initial Complaint

  Date:05/05/2023

  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 am continually being charged $19.95 a month around the 16 of each month. I have repeatedly attempted to log in to cancel, however I am unable to do so. I have also tried forgot my password and entered my email to reset it and never receive an email. I have tried the phone number on my billing statement and the number is not valid. I just want my subscription cancelled and possibly a refund as I have never used this service.

  Business Response

  Date: 05/08/2023

  Hey there, thanks for reaching out to us. 

  We're sorry to hear about the experience. I tried searching for an account associated with the email ********************* can you share other potential emails that you might of used to open a Studypool account? You can also provide ** with the last four digits of the card used to subscribe with the associated name of the card holder.

  Thanks in advance! We will wait for your reply.

  Best,

  Studypool Team

• Initial Complaint

  Date:03/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continuously get charged $29.85 for what should have been a one-time fee. When I try to contact **********, the phone number listed on my credit card transaction belongs to a business selling products for older people, and there are no other options for contacting this organization. To prevent future charges, I had to contact my credit card company. Since this was meant to be a one-time transaction, I need this subscription terminated immediately and all previous charges refunded. This company does not appear to be a serious entity with which to conduct business. To say the least, its approaches look disingenuous, if not dishonest.

  Business Response

  Date: 04/04/2023

  Hi there, thanks for reaching out. We're sorry to hear about your experience.

  Please note that to contact Studypool, you can reach out to us via email or chat with us live by visiting www.studypool.com and click on the chat widget after signing in. Our customer support team is available 24/7.

  Regarding your subscription, the original subscription was set up by you on June, 2022. The Notebank is a subscription base service only. You singed up for the quarterly plan and did not cancel this is why the charges continued given it's subscription plan. However, you did not use the service for the three quaterly charges after that. I've refunded all three charges back to the original payment method (charges from 2022-09-19, 2022-12-19 and 2023-03-19 at $29.85 each). The amount should reflect in a few business days depending on your bank.

  Please let us know if there's anything else we can help with.

  Best,

  Studypool Team

• Initial Complaint

  Date:03/22/2023

  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.

  i have been charged for february and march when i cancelled and completely deactivated my account before the bill came out in february. i have attempted to call, the number was bogus. i attempted to email, the email was bogus. please give me a refund. -*******

  Business Response

  Date: 03/23/2023

  Hi there, thanks for reporting this to **.

  We were able to locate your account associated with the email *************************** Can you confirm what phone number and email address you were trying to contact us that you mentioned was not successful? We need to know what email your used to contact us, and what email you contacted us from.

  Regarding your refund request, our team has processed the refund for the February charge back to the original payment method. Please note that you have not been charged for March.

  Let us know if there's anything else we can help with.

  Best,

  Studypool Team

• Initial Complaint

  Date:03/13/2023

  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.

  Hi there. I forgot to cancel my subscription before it renewed on 3/12/23. I just wanted to see if I could get my money back since I will not be using this service anymore. The email associated with my account is ***************************

  Business Response

  Date: 03/17/2023

  Hi there ******,

  Thanks for reaching out to us. We've successfully processed the subscription refund back to the original payment method. You should see the refund amount reflected back to your original payment method in a few days, this will depend on your bank.

  Let us know if there's anything else we can help with.

  Best,

  Studypool Support