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:03/11/2023

  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.

  In December of 2021, I paid a monthly subscription to Studypool to help me study some extra practice questions I found online, that would help me prepare for an exam. After I wrote my exam, I no longer needed Studypool. So, I ended my subscription (or I thought) and de-activated my account. Recently I noticed that I have been unwillingly charged between 26$ - 28$ (monthly subscription fee) every month since December 2021, for an account I thought was not active. When I log into my account, it says it's de-activated and that there is no current subscription. Since there are a large amount of monthly charges between December 2021 to now, optimally I would greatly appreciate a refund, because I have lost a lot of money on this. However, if that is not possible, I would at least desperately like someone to go in and cancel whatever subscription I am being unwillingly charged for, because I cannot seem to stop it. Please!

  Business Response

  Date: 03/17/2023

  Hi there, thanks for reaching out to us.
  
  Please note that we tried searching for your account with the email ************************ however, this account does NOT have any subscription charges associated with it.

  ***** share the email associated with the account that's charged with subscription plan your mentioned has been charged since 2021. You can reach out to us at ******************************** or send us a message via chat from our website, we're available 24/7. 
  
  Thanks in advance,
  
  Best,
  Studypool Support

• Initial Complaint

  Date:12/17/2022

  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.

  I was searching for some homework help and this website came up on a search engine and was showing the document I was looking for indicating helpful information. Once I made an account (to view the documents along with paying a subscription) the document loaded and it appears to be the same thing I already had, there were not any helpful homework equations or explanation as it noted. I went back into the account where the pricing was showing I was charged ***** while the advertised price was 4.95/month (indicating a savings of $180). Why would someone order a year of homework assignment that one already has? Almost seems like a SEO switch where it put my search items in encouraging me to sign up to view the document. The other option (which I wish I took) was to upload 10 documents but I do not have 10 documents that follow the honor code to complete. I was dissatisfy when I reached out about the situation I was forwarded the T&C in a rude manner which again I understood no refunds but I also subscribed under the impression it was $4.95 ( which is competitive). I will avoid this site and let others know given I was able to obtain help for free using a competitor site and was not given the runaround or T&C which gives no room for discrepancy. Not to mention, no confirmation of account or payment was sent which also leads to the concerning behavior and will stick with other companies with better T&C and established longer than a decade in the business.

  Business Response

  Date: 02/27/2023

  Hi there, thanks for reaching out to us. 

  We're sorry to hear about your experience with our Subscription. Please note that we were unable to locate your account that's associated with the subscription using the email **************************** There is an existing account with that email, but it's not associated with a subscription as mentioned. You also have created multiple accounts on the website, here's another email *************************** however, this one is also NOT associated with the subscription that you have mentioned. 

  Please send us the correct email, or the last 4 digits of the card used so we can review and investigate the inquiry. 

  Additionally, Studypool offers a monthly plan, a quaterly plan and a yearly plan. It looks like you purchased the yearly plan, but unfortunately had the impression that it was monthly. You can review our plans here carefully: **************************************************************** Also, at the check out page before purchasing all visitors can see what total amount that will be charged to the selected payment method.

  We will stay alert for your reply.

   

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19319283
  
  I am rejecting this response because: the reason for not seeing a subscription is that I canceled it on 12/16 to avoid any issues with the company having my card information and since I am not going to continue using the company. The reason for signing up for the year was due to the only option I was given when I click on the image to view document; I felt only offering for the year was unique but can be common since you tend to be a student for a year and need help and saves money. It was not until I opened the document after purchasing noticed it was the same thing I had but no assistance or help that was mentioned in the search. It was then I was trying to cancel but was told I was unable to as the transaction was pending, I did not use any additional services given the website was not what I was needing. I was looking for a refund to my card ending in x2234 or at least know to avoid this site if it does come as a possible resources. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/23/2023

  Thanks for the response. 

  Our team was able to locate your account, please note that the correct email address associated with your account is ********************************* The refund has been processed successfully back to the original payment method. You should see the funds reflected on your account in a few business days or sooner, this will depend on your bank.

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

  Best,

  Studypool Team

• Initial Complaint

  Date:12/08/2022

  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.

  On March 2022, I got in Studypool to ask a question. You had to signup to get an answer. I was under the impression that I was only going to be only charge that one time. I wasn't aware that they have been charging me since March , June, Sept and just now in December. This was a one time deal. If you go back and review I only used them in March. So when I was charged in December and tried to reach them at 8*********** it says the number is change. I also tried to reach them at a ************ number, they are bogus numbers. I want a refund for my June, Sept and Dec charges. I was only supposed to be charged for March.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi ******, thanks for reporting this to us.
  
  We investigated your account and we can see that in March you signed up for the Quarterly Subscription. Please note that subscriptions will automatically charge unless the subscription is cancelled. I can see that the subscription has now been officially cancelled and you will not be charged moving forward.
  
  Regarding the charges for June, September and December - our team has succeesfully processed the refund(s) back to the original payment method. Please allow 3-5 business days for the refund to reflect, however, this will depend on your bank institution.
  
  To reach out to Studypool in the future, we have 24/7 chat service available by simply visiting our website and clicking on the blue icon on the right bottom side of the screen after signing in.
  
  Thank you for your patience,
  Studypool Team

• Initial Complaint

  Date:12/01/2022

  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 unable to login to account to cancel subscription. I don't require additional access. I was charged Nov 7th 29.85. Please cancel my subscription!
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi******, thanks for reaching out to us.
  
  We tried searching for your account with your address and email provided, however, we were unable to locate the account. Can you please share the last four digits of the cc that was used for the purchase with the first and last name associated? This would give us the direct reference to the trasanction to see which account is associated, to then cancel the subscriptions for you.
  
  Please send us the information to ********************* or to our 24/7 chat service found on the website.
  
  Thank you for your patience and collaboration.
  Studypool Team

• Initial Complaint

  Date:11/22/2022

  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 an Expert Witness and I have taught some classes in Digital Forensics at Edinburgh Napier University.
  
  I found on this website two items, one presentation and one redacted forensic report, that I used for academic purposes. Someone has uploaded these two items on this website for profit (gain credits for uploading other people's work).
  
  The forensic report is here:*************************************************************
  
  The presentation is here*********************************************/digital-forensics-presentation
  
  I want both these items removed immediately and I want the owners of the website to provide me with the details of the PIRATE WHO ABUSED MY INTELLECTUAL PROPERTY.
  
  As this was shown to students in confidence and in good faith, they were never made available for public posting.
  
  I would appreciate if you could help me have them removed.
  
  Kind regards
  
  ***************************
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi *****,
  
  Thank you for letting us know about this concern. At Studypool, we take intellectual property very seriously.
  
  In order to properly assist you, please follow the steps on ************************************ to create a proper takedown request as required by section 512(f) of the copyright act.
  
  Once submitted, our team will work on the takedown request quickly and respond as soon as possible.
  
  Thank you for your patience.
  Studypool Team

• Initial Complaint

  Date:11/22/2022

  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 was lied to about the product I would be receiving and they don't seem to be responding to me.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi ****, thanks for reaching out to us.
  
  I was not able to find any transactions related to your email (************************* however, I did locate another linked account with the username ******************** which has a transaction from 11/20 for a monthly subscription. I do also see that 2 unlocks were used after the subscriptino purchase was made. I went ahead and cancelled the subscription so you won't be charged again.
  
  Can you let us know what piece of content you were searching for or why you think you were lied to about the product you should of been receiving. There might of been an misunderstanding about the service you were subscripting to.
  
  Thanks in advance.
  Studypool Team

• Initial Complaint

  Date:11/08/2022

  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 reached out to study pool on 10/31 advising I noticed a recurring charge from my PayPal but had a confirmation email showing I cancelled my account. I even tried all three emails I used and didn't have an open account with them. Study pool took days to respond and then asked for my PayPal. I also opened a claim with PayPal so they couldn't keep charging me monthly since they weren't acknowledging what happened in the emails. PayPal agreed in my favor that it was not something I approved and as soon as this happened stidypool threatened legal action and banned me from their site for life. I have asked multiple times for a contact number and a manager follow up ti make sure this doesn't keep happening as they're taking money from me without an account and refuse To assist me or answer my questions and their rep ****** responds to me after business hours and it's just completely unprofessional.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/19) */
  Hi *********, thank you for reaching out to us.
  
  Please note that filing a claim against Studypool instead of resolving directly will lead to some accounts being banned afterwards. It's unclear as to why our system would continue charging especially after you claim that you received an email confirmation with the cancellation notice. Once the subscriber or internal customer support rep cancels a subscription from a specific user, this subcription will no longer continue charging the account. It looks like there might of been confusion as to whether the subscription was succesffully cancelled to the correct account.
  
  Nevertheless, I see that your claims have been approved by PayPal and that you should be received a refund successfully from the transactions after the supposed cancellation.
  
  Thanks for your patience, and let me know if there is any pending resolution we need to look into.
  
  Thanks,
  Studypool Team
  
  Consumer Response /* (2000, 11, 2023/02/01) */
  I really am not satisfied with their response. They said to reach out but they blocked me from their site and quit responding to my messages and would not acknowledge what happened. PayPal sided with me since it was fraudulent and they have not acknowledged their wrong doing, disregarded what I said about them banning and ignoring me and told me it was my fault. They obviously did not even look into the situation or they would've seen they banned me months ago. In addition it took them almost a month and a half to respond which is similar to my complaint previously where they just ignored me completely.

• Initial Complaint

  Date:10/31/2022

  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 have been trying to cancel a subscription to StudyPool, however the phone number is no longer in service and I am not receiving ant response to me emails. I am being charged $19.95 every month (7/26, 8/26/ 9/26/ 10/26). I do not have the money for them to be taking this out of my account every month!! I would like StudyPool to contact me, refund these charges, and cancel this subscription, Please!
  
  Your assistance would be greatly appreciated,
  ***************
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi********, thanks for reaching out us.
  
  It looks like you've been trying to contact us but we haven't been able to get back to you. To confirm, our contact email is ********************* and you can reach out to our customer support chat team we're available 24/7 by simply clicking on the chat icon located on the right bottom side of the screen after signing in. Our team replies within minutes, or hours on busier days.
  
  Your account username ******) currently still had the subscription active, I went ahead and cancelled the subscription. I went ahead and processed a total of (5) refund requests successfully. The amounts should reflect back to the original payment method with 3-5 business days, this will depend on your bank institution.
  
  Thanks for your patience,
  Studypool Team
  
  
  Consumer Response /* (2000, 7, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This response is satisfactory. Thank you to the BBB for interceeding.

• Initial Complaint

  Date:10/19/2022

  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.

  I was reaching out because I noticed something strange in my account from Studyppol.com., someone purchased a subscription for *****. I have been unsuccessful with contacting representative but I received no luck. Can someone please advise?

  Business Response

  Date: 12/13/2022

  Hi there *****,
  
  Thanks for reaching out to Studypool. We're sorry to hear about the inconvenience.
  
  I have tried searching for an account with the email ********************* however, there does not seem to an account related with this email. Can you please share the last four digits of the card that was charged, and also confirm the name of the card.
  
  You can send the information by replying here, or contacting support to ******************************** or visiting our website and clicking on the blue chat button on the bottom right of the screen, our chat team is available 24/7.
  
  Thanks in advance,
  Studypool Team