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:10/21/2023

  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.

  Dear Course Hero,Your company is like a swarm of locusts on my bank account.Please refund the $59 from the attached email correspondence between me and your representative because it was within 30 days.And please refund the $119.50 deducted from my account last week. I saw it on my bank statement and started laughing because it seems like your company bills randomly.Please cancel any accounts tied to my debit card, as it was not done when I opened the support ticket in August indicating the end of my academic career.If only there was a business law that stated companies must notify when they are going to withdrawal money from accounts and gave people time to determine if the payment is accurate.Unfortunately, we are all at the mercy of this predatory malarkey. Thanks,

  Business Response

  Date: 11/02/2023

  Hello ********,

  Thank you for contacting us through the Better Business Bureau. I understand that you are looking for a refund pertaining to a charge of $59.85. I do see that you had 3 Quarterly subscriptions with us dating back to January of 2023. Since the January subscription has used 13 unlocks, we will be unable to provide a refund for that transaction. However for the April and July transactions, we will be able to process a refund since you did not use the account.

  In regards to the $119.40 charge, I am not seeing any records for an account being charged that amount under the account email address ***********************************. If the charge is under a different account, please provide the alternate email address so that the account may be located and reviewed.
  
  I look forward to your response.

  Regards,

  Customer Support.

• Initial Complaint

  Date:10/20/2023

  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 teach several Humanities classes at *********************. Course Hero is allowing students to upload specific course materials that I have written to their site. Students are using these uploaded materials and completed assignment to cheat in the class. I have written to Course Hero and demanded that my content on their site now, be removed and any future content of the same assignments be blocked.

  Business Response

  Date: 10/24/2023

  Hello *****,

  Thank you for contacting us through the Better Business Bureau. I understand that you are having an issue with your written material being uploaded to Course Hero. I can definitely understand your frustration with this matter. I recommend reaching out to our support team at ******************************** for assistance. Our Support and Compliance team is the only team that will be able to assist you regarding this matter. The BBB unfortunately will not be able to request or demand that material be removed from our site. 

  In your case you will need to file a DMCA takedown request. Once submitted our Compliance team will review and take the necessary actions.

  All the best,

  Customer Support

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20761448
  
  I am rejecting this response because: I have contacted their customer response unit before I reached out to BBB and they did nothing. Students are using this material to cheat in my classes. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2023

  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 was charged $29.95 for a one month membership. I canceled my account to stop recurring charges, but I no longer have access to the account for the remainder of the month. If I can't use the account, I need a refund for the $29.95. I reached out to the company and no response.

  Business Response

  Date: 10/11/2023

  Hello *****,

  Thank you for contacting us through the Better Business Bureau. I understand you are requesting for a refund or to have access reinstated to your account if a refund is not possible. I went ahead and took a look at your account and I can confirm that the account is active and that access by now should have been restored. If this is not the case, please respond directly to this email so that I may look into this as soon as possible.
  
  Regards,

  Support

• Initial Complaint

  Date:09/26/2023

  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 purchased a renewal from this company on April 10, 2023, for three months. On May 12, 2023, I suspended my membership because I was taking the summer off. I was to resume classes on August 21, 2023. I tried to log into the account to reactivate the membership and was not able to do so. I contacted them by email and was told that my account was closed due to repeated violations of uploading copyrighted material. I did not! I was on a break from classes, and I repeatedly emailed them about the error. September 12, 2023, was my last request to them asking for them to reactivate my account because it was a mistake as I did not upload any documents. Their website is used as a resource for me while doing assignments. They have not addressed the issue nor gotten in contact with me to adequately check that what I am saying is true and correct. I called them on 9/26/2023 after not getting a response from my previous emails (two weeks ago). The person that I spoke to (***), stated that she couldn't do anything and was told to email the infringement/copyright department ******************************** which had already been done and going on for the past 1 1/2 months). As a company that has website information that can be uploaded, there should be more security with a check and balance system to verify what is put on the site.

  Business Response

  Date: 10/06/2023

  Hello Oris,

  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 most equipped to resolve your issue. Our support team can be reached at ********************************* Furthermore, if you have received messaging that your account has been closed due to copyright issues or violations of our Terms of Service your account will more than likely be permanently closed unless expressed otherwise. 
  
  Regards,

  Support.

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20658000
  
  I am rejecting this response because: I contacted their support team before filing my compliant and no one wanted to assist me. I repeatedly sent emails to no avail. All I wanted was for the account be opened as I kept indicating that I did nothing wrong. I did not upload any copyrighted documents!  If they had bothered to check/investigated to see what was being posted, they would have found that it was not me. If this account is permanently closed--then I should have been offered a way to open another account. In addition, my account was not in operation during the timeframe, therefore, I want the remaining months (2 of them) of subscription funds returned to me. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/13/2023

  Hello Oris,

  We typically do not honor refunds once our services have been used especially when an account is disabled due to our Strike Policy however, as a one-time courtesy I have issued you a partial refund for the last transaction. A refund in the amount of $39.90 has been issued to your original payment method and I have also confirmed your Quarterly membership has been cancelled so you will not be charged again in the future. We issue the refund immediately, but please allow 3-7 business days for your bank to process the transaction.   If you have any further questions,

  Please feel free to reach out to our support team should you not receive your refund within the specified time period.

  Regards,

  Support

  Customer Answer

  Date: 10/13/2023

  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:09/25/2023

  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.

  Hi! I started working in Course Hero as a Tutor last December 12, 2022. I was paid really well until around July 2023 I noticed that some of my earnings are not credited into my account. I contacted their Tutor Support regarding the issue. But instead of resolving the issue they gave me a 2 week probation. While on probation, I cannot work. However, after a few days just after they gave me a probation, they suspended my account saying that I gave incorrect answers to my students. Which I believe is not true because the students even accepted my answers and even gave me a positive feedback. I even have a 96% HELPFUL rate in their platform which means I am helping the students really well.Anyways, after they suspended my account I tried to withdraw my $994.50 earnings but to no avail. I contacted their tutor support and ask them how can I withdraw my earnings but they said I just have to wait for 2 weeks. So, I waited for 2 weeks but it's still the same. I kept on contacting them but they just gave me excuse and saying that they cannot help me. They told me to contact my network provider because maybe the error is with my provide but the network provided said they have nothing to do with it as the error only happened after I got the probation. I didn't get any problems withdrawing my earnings before the probation. It has been more than 2 months that I've been looking for ways on how to recover my hard earned earnings. Please help me because I don't know where to seek help anymore. Thank you!

  Business Response

  Date: 10/03/2023

  Hello ****,

  Thank you for contacting us through the Better Business Bureau. I can understand your frustration regarding the disabling of your Tutor account. I 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 *** 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 I know this is not you 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,
  Support

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20651033
  
  I am rejecting this response because: I have been contacting the Tutor Support for the past 3 months but they never helped me solve my problems with regard to withdrawing my available earnings. I've been begging the tutor support to tell me where and how can I resolve the withdrawal issue but to no avail.
  
  Sincerely,
  
  **** Salatandol

  Business Response

  Date: 10/09/2023

  Hella ****,

  Thank you for contacting us through the Better Business Bureau. Upon checking, our records show that your account has been permanently closed for violating Course Heros Terms of Use. This decision is final and we wont be able to re-open your account. 
  
  Please also note that no further payments are obligated at this time.We will not be able to make any further exceptions or facilitate any further requests in connection to this account.

  Regards,

  Support

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20651033
  
  I am rejecting this response because: I am no longer asking for my account to be reactivated but I am asking you to pay for the earnings that I am ***********. I have been sending an email to the Tutor Support on how to resolve my withdrawal issues but I didn't get any reply at all. What you are doing of not paying what is due to me is unjust and against the law. I worked hard to earn those money and yet you did not pay me. I will attached the screenshot of the email I received when you close down my account and also the dashboard of my account on the ******************** platform, it says that: 
  
  "You can still access your account and withdraw your available balance if it's equal to or greater than $20 USD. Please allow up to 48 hours for your most recent answered questions to be rated before making a withdrawal from your account."
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/23/2023

  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 prepaid for a years of service. After 2 weeks of many incorrect documents that I had to unlock to see if they were what I needed, they were not, I emailed to receive a refund or prorated refund and explained the issues. The company is refusing. I paid a whole year only to find out you must pay even for incorrect unlocked documents and even more money to try to find what I was actually looking for. They are predatory scammers.

  Business Response

  Date: 09/28/2023

  Hello *********,

  Thank you for contacting us through the Better Business Bureau. I am sorry to hear that your experience with us was less than expected. I went ahead and took a look at your account. I was able to confirm that your subscription was downgraded to a monthly subscription and that a partial refund has been processed. 
  
  Please feel free to reply to this email if you have not received your refund within the time given or if you have any other questions.

  All the best,

  Support

• Initial Complaint

  Date:09/23/2023

  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.

  They been charging me for months. I just noticed it in this last credit card statement. I went to the site to find a cancel subscription and there was no option. I emailed support they said I have a free account and that there has never been a payment. I attached the billing from my credit card. After that they never replied back to me again. It took them 2 mins to respond when I first contacted them and then I never heard from them again when I provided the pictures of them charging me.

  Business Response

  Date: 09/28/2023

  Hello ******,

  Thank you for contacting us through the Better Business Bureau. I am sorry to hear that you have been charged for multiple months despite not using Course Hero. Just as the initial agent stated, we have no paid account under the email address of ************************. The last paid transaction I can see under that email address was back on August of 2016. If you have an alternate email address or can provide additional information such as first 6 and last 4 of the CC charged, date and amount that *** help in the search. 

  Regards,

  Support

• Initial Complaint

  Date:09/21/2023

  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 purchased Course Hero 9/18/2023. I purchased it because the website made it seem like it hard my homework assignments but I had to pay in order to view the full document to see if its even on my homework. So I purchased it and none of the documents were for my BIO lab class homework and quizzes. So I cancelled my membership same day. And I went to purchase a website called Brainly and they had all my assignments on their website. And I was able to complete my homework. So I didnt even need or use COURSE HERO. I emailed support team for course hero and they said they dont believe I deserve a refund because I opened documents on their website. But the thing was I had no choice to open it because I needed to see if it was even on my assignments and it wasnt. I feel like I deserve a refund for this issue because if I was satisfied and it had all my homework assignments I wouldve never cancelled with them and I would keep my subscription. But it didnt so I cancelled same day. My email for the account is ************************* and phone number is **********

  Business Response

  Date: 09/28/2023

  Hello ******,

  Thank you for contacting us through the Better Business Bureau. I am sorry to hear that your experience with Course Hero did not turn out as planned. I was able to take a look at your account and can confirm that it has been cancelled and will not be billed further. I also noticed 17 of 30 unlocks used as well as 3 tutor questions. Due to the amount of usage on the account, we will be unable to provide a refund for your transaction at this time.

  Please feel free to reach out with any further comments you may have.

  Regards,

  Support.

• Initial Complaint

  Date:09/12/2023

  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.

  On 9/12/2023 I visited the website and say advertised that for $11 per month I could renew my subscription, so I did and then got an alert on my phone that my credit card was being charged $143.40. I immediately deleted my account because I did not want to get charged however, they charged me anyways. I had the subscription for an hour. This website is a complete scam and fraud.

  Business Response

  Date: 09/14/2023

  Hello *******,

  Thank you for contacting us through the Better Business Bureau. I am sorry to hear that our pricing was not as clear as intended. The price we show is broken down in months. Our pricing also includes a line which reads depending on your subscription, "Billed xxamount every 12 months, 3 months, or month". This means that you will be billed the total amount at once. We are just showing you what the monthly breakdown would be. 
  
  I also took a look at your account and confirmed that a refund had been processed on September 13, 2023. 
  
  Please do not hesitate to reach out to our support team at ******************************** for any questions or concerns.
  

  Regards,

  Customer Support

• Initial Complaint

  Date:09/09/2023

  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 working with Coursehero and has been an exceptional employee. I consistently maintain a 100% helpful rate and got no recent violations. On September 9, while answering questions, I suddenly got logged out of my account. They sent an email stating that there was an unusual activity in my account and asked for a 10-second video verification to be submitted within 48 hours. I obliged and sent the necessary items within an hour. They then replied the same day, saying that I provided insufficient material/did not complete them within the required timeframe. This is absolutely a lie and they just wanted to close my account, which still has around $1,000 wage in pending. I then replied asking them what detail is unclear and if they require anymore proof. They stopped replying and just ignored me, keeping my money.If you make a thorough search on the web, there have been hundreds, even thousands of similar complaints against coursehero. There is a pattern of oppression and thieving associated with this business.All in all, I do not want to continue working for the company. I just want them to give me my hard-earned wage, which will be used for medicine and daily expenses, given that it is a huge amount of money.

  Business Response

  Date: 09/14/2023

  Hello,

  Thank you for contacting us through the Better Business Bureau. I can understand your frustration regarding the disabling of your Tutor account. I 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 *** assist you regarding your account with **********************. 
  
  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: 09/14/2023

   
  Complaint: 20580684
  
  I am rejecting this response because it is just a system-generated mail without any indication of reading the facts about the case. It always says to contact the tutor support, and they have been unresponsive/unfair of their judgment.

  They keep on saying that they cannot pay me back my earned wage without any explanation and without considering the circumstances.

  They said I have failed to verify my identity after I completely comply with the requirements. I even said I would take further actions if they want to verify my identity, but they are blind and deaf and just keen on keeping my money.

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

  Business Response

  Date: 09/27/2023

  Hello ******,

  I am sorry that things did not work out as intended. Upon checking, our records show that your account has been permanently closed for violating Course Heros Terms of Use. This decision is final and we wont be able to re-open your account. Please also note that no further payments are obligated at this time. We will not be able to make any further exceptions or facilitate any further requests in connection to this account.

  Regards,

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20580684
  
  I am rejecting this response because: it is absurd that CourseHero closes tutors' accounts with no clear reason, and keep the tutors' earnings in the process.

  The support first deemed that I failed to verify my identity for unknown reasons. Yesterday, Coursehero released a new way of verification that will provide a clearer way of verifying the identity of tutors through sms, id, selfie, ip, and device information. This implies that there was a problem in their past way of verification.

  Last month, CourseHero closed multiple tutor accounts and they reversed it after realizing that they made a mistake. This means that CourseHero's decision is not always correct.

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

  Business Response

  Date: 10/04/2023

  Hello ******,

  Again it is unfortunate that your account was closed. In the past we have reversed the closures. In order for a reversal to occur you must qualify for one. Whether that means it is because of a mistake or if the penalty was too harsh. In your case, the decision is final and will not be changed.

  Regards,

  Customer Support