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:01/12/2025

  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 EXPECT A REFUND FOR PRODUCT WHICH LACKS REAL TIME TECH SUPPORT AND NO PHONE SUPPORT WHATSOEVER. Invoice #: 3YZCSX-0000001 Invoice date: October 25, 2024 Invoice period: October 25, 2024 to October 25, 2025 Billing cycle: Annual Card #: Mastercard ending in 5112 Plan Price LitCharts A+ Teacher annual $95.40 USD LITCHARTS / COURSE HERO MAKES DIRECT COMMUNICATION IMPOSSIBLE FOR TECH SUPPORT AND QUESTIONS. THEIR EMAIL IS FAR LESS THAN ADEQUATE. THERE IS NO PHONE NUMBER THEY PURPOSELY DON'T HIRE ENOUGH PHONE SUPPORT, NO PHONE SUPPORT PERIOD.I AM REQUESTING A REFUND TO MY ORIGINAL FORM OF PAYMENT DUE TO PRODUCT BEING MISREPRESENTED, NOT AS DESCRIBED WITH REGARDS TO A COMPLETE LACK OF REAL TIME SUPPORT.ON OCTOBER 25TH I WAS CHARGED $95.00 FOR A PRODUCT OF WHICH WAS NOT AS DESCRIBED.

  Business Response

  Date: 01/16/2025

  Hello *******,
  
  Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email address. Kindly reply to the email so that we resolve your request as soon as possible.
  
  
  We look forward to your email response,
  
  Customer Support

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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.

  Today, at 8pm at night, I received an email from a company under the name "Learneo" on behalf of Course Heor. I have no idea what this company is or does. They falsely accused me of uploading something to some website that was someones intellectual property, even though the item they told me was removed was my OWN work. They have mentioned I repeatedly violated their terms of service; however, this is the first time something like this happened and it was my own work.

  Business Response

  Date: 12/18/2024

  Hello ****,
  
  Thank you for contacting us through the Better Business Bureau. In order for us to better assist you, it will be best that you speak with our support agents as they are most equipped to resolve your issue. For any further questions, please contact us at ************ or by emailing ********************************************************.
  
  Regards,
  
  Customer Support
  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22701973
  
  I am rejecting this response because:

  I called the number and they told me they couldnt help me!

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 12/18/2024

  Hello ****,
  
  Thank you for reaching out to us on The Better Business Bureau. After further review of your account and information you provided, we recommend reaching out to our Compliance Team for any questions or concerns you have regarding your closed account. They are the best and only team that may assist you regarding your account with **********************.
  
  To reach out to our Compliance Team, please do so at ***************************** and we will be happy to assist you there.
  
  
  All the best,
  
  Customer Support
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22701973
  
  I am rejecting this response because: Ive not received any response back from them. They fail to provide me my account reactivation 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 12/18/2024

  Hello ****,

   

  Thank you for reaching out to us on The Better Business Bureau. At this time, our Compliance Team are the best and only team that may assist you regarding your account with **********************. They will get back to you as expeditiously as possible.

  To reach out to our Compliance Team, please do so at ***************************************************** and we will be happy to assist you there.

   

  All the best,

  Customer Support

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22701973
  
  I am rejecting this response because:
  
  I have continuously reached out to the compliance team and you keep rejecting it saying that I have repeatedly violated the policy and this is the very first time Ive ever received any email from you guys. This is ridiculous and I will be filing a lawsuit. The assignment removed was my personal writing. It was my property. You keep saying you have to have permission to use others work! This was MY WORK!!!! 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/14/2024

  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.

  Hello, I am being charged almost $25 on the 13th of every month and every email I could possibly have used either doesnt have an account or it is on the basic free version of the service and I contacted their support and they said the same thing and that I could send them my card information to find the account that way but when I sent my info and a picture of the most recent transaction they gave me the cold shoulder and still havent responded.

  Business Response

  Date: 12/16/2024

  Hello ******,
  
  Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.
  
  We look forward to your email response,
  
  Customer Support

• Initial Complaint

  Date:12/14/2024

  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 have been getting ghost charges from CourseHero for the past year. There subscription model is completely predatory. No notifications of charges, difficult to cancel the subscription.

  Business Response

  Date: 12/16/2024

  Hi *******,
  
  Thank you for reaching out to us on The Better Business Bureau.  Our records indicate that the email used to file this complaint is not tied to an account in our system. Please contact us at ******************************** so that we can assist you with your request. 
  
  
  Regards, 
  Customer Support 
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  course hero charges a lot of money with claims that they have have tutor solutions and tutor help. this is just a lie, all their tutors either copies and pastes directly from chat gpt or using converts the texts from chatgpt to handwriting to make it look like they actually did something. i will never purchase their service again. I am fully convinced that no one even checks what the tutors even give students as solutions anymore, its such a shame because in the past i always recommended people to use it but greed has made them awful. I have asked over 20 questions and only 3 or so have been real solutions from real tutors, the rest just copies from chatgpt and its always wrong

  Business Response

  Date: 12/06/2024

  Hello ****,
  
  Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email registered with Course Hero. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.
  
  We look forward to your email response,

  Customer Support

• Initial Complaint

  Date:11/30/2024

  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 work in Coursehero as a freelancer tutor they disable my account without any reason and they hold my earnings. I requested them many times but they are not responding, Amount=300 dollars to 350 dollars.The date of disabling the account is ***********

  Business Response

  Date: 12/02/2024

  Hello Meenakshi,
  
  Thank you for contacting us through the Better Business Bureau.
  
  We can understand your frustration regarding the disabling of your Tutor account. We recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that may assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As we know this is not your desired resolution, these are the options available at this time.
  
  To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.
  
  All the best,
  
  Customer Support
  
  
  

• Initial Complaint

  Date:11/28/2024

  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 am writing to formally file a complaint against Course Hero, a Learneo, Inc. service, regarding the unjust termination of my account. The termination has resulted in a loss of access to both my account and funds amounting to approximately $300, which I am entitled to withdraw.I have been a dedicated contributor to Course Hero for over 10 years, maintaining compliance with their Terms of Use throughout this period. However, I recently received a termination notice alleging repeated violations of their terms. The cited violation pertained to a statistical question I authored, which I firmly believe does not violate their policies.Additionally, the claim of "repeated violations" is inaccurate. The only prior issue in the last 5 years occurred on June 4, 2024, and involved an incomplete answer. Before that, the last recorded issue was in 2019. This long period of compliance demonstrates that the termination is not reflective of my consistent adherence to their rules.I have attempted to resolve this matter directly with Course Hero by submitting a formal appeal. Despite my efforts to tutor-********************************* I have not received any response or acknowledgment from their team. This lack of communication has left me unable to recover my earnings or resume my work on the platform, significantly impacting my livelihood.I respectfully request that Course Hero:Review and reconsider the termination of my account.Allow me to withdraw the remaining balance of approximately $300 if the account cannot be reinstated.I believe this matter could be resolved through a fair review process and appropriate communication. I kindly ask for the BBB's assistance in mediating this issue to ensure a prompt and equitable ************* nickname in coursehero is ***** and my Email is **************************** Thank you for your time and attention to this matter.

  Business Response

  Date: 12/02/2024

  Hello *****,

  Thank you for contacting us through the Better Business Bureau.
  
  We can understand your frustration regarding the disabling of your Tutor account. We recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that may assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As we know this is not your desired resolution, these are the options available at this time.
  
  To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.
  
  All the best,
  
  Customer Support

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22616309
  
  I am rejecting this response because:
  
  While I appreciate Course Hero directing me to Tutor Support, this recommendation has not proven helpful, as I have already reached out to Tutor Support multiple times over several weeks without receiving ant replay or at last a meaningful resolution.
  

  they said in termination e-mail if I believe this decision was made in error  , I can submit a request for reconsideration within 180 days from the date of this notice here link :
  **************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  but when submitted that , I got replay from as following :
  "Unfortunately we are unable to process disputes that are not complete upon submission.
  You may submit a new dispute through our webform located at:
  *********************************************************
  Please be advised that you have contacted the Learneo Compliance Team.
  For any inquiries or support regarding your account, billing, or general questions, please contact our Learneo Customer Support Team at ********************************************************.
  They are well-equipped to provide you with the best assistance for any issues you may be facing.
  "
  

  I don't know where send or contact in this platform , that is very confused about the discrepancy in instructions.

  
  The lack of communication from Tutor Support has left me unable to clarify my account termination, which I believe was assigned in error. Additionally, I am unable to access the funds in my account, which is an unacceptable outcome for a loyal user of over 10 years.

  
  
  I kindly request that this matter be escalated to a higher level of support or management. Simply redirecting me to a team that has been unresponsive does not address my concerns, nor does it resolve the issue.
  
  I am seeking:
  
      A detailed explanation of the account termination.
      A review of the alleged Terms of Service violations, which I believe are unfounded.
      Access to the funds in my account.
  
  I trust that Course Hero can address this issue professionally and fairly. I look forward to your response.
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/02/2024

  Hello *****, 
  
  Thank you for reaching out to us on The Better Business Bureau.
  
  After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************************************
  
  Regards, 
  
  Customer Support 
  
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22616309
  
  I am rejecting this response because:
  

  I am deeply disappointed by the lack of transparency and meaningful assistance regarding the closure of my account.

  Simply reiterating that the account is permanently closed without addressing my specific concerns or providing detailed explanations is neither satisfactory nor professional.
  

  Key issues that remain unaddressed:
  Terms of Use Violation: Course Hero has not clarified which specific Terms of Use were violated or provided evidence to substantiate their decision.
  Earnings Held in Account: My account contained approximately $300 in unpaid earnings, and I have received no information regarding the release of these funds.
  Account Review Process: I have been repeatedly referred to Tutor Support, but they have not provided any resolution and no response from them despite multiple emails over several weeks.
  Given the above, I believe Course Hero has failed to fulfill its obligations to communicate transparently and fairly with its users.

  I request:
  A detailed explanation of the specific Terms of Use violation that led to the account closure.
  Information on the process to retrieve my remaining earnings.
  Escalation of this matter to a senior team member who can address these concerns directly.
  If this matter cannot be resolved satisfactorily, I will explore further avenues, including filing a complaint with consumer protection agencies, reporting this issue to relevant regulatory authorities, and sharing my experience publicly to raise awareness.
  

  I trust that Course Hero values its reputation and will act in good faith to address this matter.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/02/2024

  Hello *****, 
  
  We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team.  We will not be able to make any exceptions or facilitate any further requests in connection to this account.
  
  Best,
  
  The Tutor Support Team

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22616309
  
  I am rejecting this response because:

  I remain deeply disappointed with Course Hero's handling of this situation. My concerns regarding transparency, due process, and the withholding of my earnings have not been addressed.
  I would like the following documented for this complaint:
  Course Hero has refused to provide specific details or evidence regarding the alleged Terms of Use violation.
  Despite my longstanding relationship with the platform for long 10 years, Course Hero has closed my account without due explanation and is withholding approximately $300 of my earnings.
  Course Heros repeated responses redirecting me to support channels that are non-responsive or unhelpful do not resolve the issue.
  I urge Course Hero to reconsider its approach to this matter and provide the transparency and fairness expected of a professional platform.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/23/2024

  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.

  This company contacted me under the name "Learneo, ***** I have no idea what this company is or does. They falsely accused me of uploading something to some website that infringed on someone's copyright or something?I have reached out several times requesting information on who they are and what they do and they have failed to explain themselves. In those same requests, I have also requested information on whatever it was they said I supposedly uploaded. They have stated they do not have access to it because it was "removed from our platform". So they don't know what I uploaded but they know it was me and that it violated someone's copyright?They have repeatedly accused me of something I did not do and have slandered my name. Again, I do not what this company is, what they do, what "platform" they are talking about, let alone what "document" I "uploaded".Beware if you use this company or know what they do.

  Business Response

  Date: 11/25/2024

  Hello *****,

  Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email registered with Course Hero. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

  We look forward to your email response,

  Customer Support

• Initial Complaint

  Date:11/14/2024

  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.

  1. The website ***************************************** said it is BBB certified but I can't find this business in BBB website.2. I subscribed for a month membership on Nov 2, 2024 and paused a few days later. It said I can resume within the next few months. I tried to resume yesterday and today and didn't find any link to do that. I filled out the support form and attached the invoice. But the webiste automatically reply and said didn't find my subscription information. There is no phone number to call the support either. I felt this website is a scam that it chargeds USD 29 monthly with no support and fake information.

  Business Response

  Date: 11/14/2024

  Hello July,

   

  Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************************************. Should you prefer to contact us directly, you can reach us at **************** hours a day. 
  

  
  Regards,
  Customer Support
  

  
  

• Initial Complaint

  Date:10/16/2024

  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.

  Dear BBB I am writing to express my concerns regarding the refund process related to my recently canceled membership. I followed all the appropriate steps to cancel within the designated timeframe, and I have emails from their associates confirming this. However, despite this, I have not been able to receive my refund of ****** Thereteam has attempted to refund my account five different times, but it seems the issue stems from the fact that my card now has a new expiration date and CVC code. The card number itself has not changedonly the expiration date and CVC have been updated. I have already communicated this information multiple times to them. I have also reached out to my financial institution, as suggested by there team. They confirmed that while the old expiration date is no longer valid, the new expiration date and CVC are active on the same account. I find it perplexing that Course hero system could charge the old card details but cannot process a refund to the updated ones.Please address this matter as soon as possible, as I would like to resolve this issue promptly.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,******* ******

  Business Response

  Date: 10/17/2024

  Hello Raymond,

  Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at [email protected].
  
  Regards,
  
  Customer Support 

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22430949, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Raymond Alonzo