Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2023

  Type:Customer Service 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 made an account for Master Class in 2021 and canceled it after an hour. I am still being charged despite there being evidence that there is no active account so my credit card is being used fraudulently. I need a refund of $360 for the past two years and I am have a receipt from this March 3/25/2023: $180.00 in a Mastercard ending in ****. I am working with my credit card company to get the receipt from last year but I have disputed both of these charges as of this evening.

  Business Response

  Date: 04/04/2023

  We are very sorry to hear about ****'s experience with MasterClass. Our Support Team has investigated the charges mentioned and we have issues a full refund for both charges. **** should see the funds back in the account charged within the next **** days. If anything else is needed we are standing by to assist. 

• Initial Complaint

  Date:03/24/2023

  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.

  Dont get caught in their intentional trap of Starting at $15 per MONTH false advertisement. Its billed ANNUAL >$180, no monthly choice. A lawful advertisement would be Starting at $180 per year. If you do make the mistake of purchase and open a support ticket to request a refund, they will send you a link to make the customer request a refund themself (for a second time). The link is a loop which only resolves right back to the login screen if using iPhone. Already on a THIRD request with this fraudulent company to refund my money.

  Business Response

  Date: 04/04/2023

  We are very sorry to hear about ******'s experience in purchasing a subscription with MasterClass. It is never our intention to mislead our members, and we ensure that all members are aware that they are billed annually for subscription on our plans page, and during checkout. In addition, we offer a 30-day satisfaction guarantee, and the Member Support Team at MasterClass issued ***** a full refund for the purchase on 3/24/23. If any further assistance is needed our Support Team is standing by to assist. 

  Customer Answer

  Date: 04/04/2023

  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:02/11/2023

  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.

  This company makes getting a refund deliberately confusing: I signed up for a year-long subscription yesterday. Today, because I sensed the company is untrustworthy and does not provide useful content, I filed a refund request and received an email response containing a link claiming to be the next step in the process. The link led to a prompt to download their app, leading to a dead-end, because when I opened the app and logged in there were no indications of what to do next.I sent another request with the ticket # from the email I received at the top of the text box asking them to please stop sending me on a wild goose chase and kindly finish processing my refund. I am awaiting an answer from their support staff, which they state is available 24/7.This reinforces that my intuition was correct.I'm not interested in hearing their excuses or receiving their copy/pasted apology exactly like all the others I've seen on the complaints filed here. I'd simply like my money back.

  Business Response

  Date: 02/13/2023

  We appreciate the feedback provided by *****************************. A full refund for *****'s auto-renewal charge was issued on 2/11/23, and ***** should see the funds back in the account charged within the next **** business days. It is never our intent to create mislead, or create confusion for our members. When a member follows our self-serve refund process they are required to log into the account which likely why ***** was promoted to do so. We recommend requesting refunds on a desktop or computer, and will will look into the feedback provided to ensure no other member has a similar issue. 

• Initial Complaint

  Date:01/31/2023

  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 received a masterclass subscription as a Christmas gift. When I redeemed the gift I was prompted to enter my credit card so masterclass could charge it after the one year gift subscription had expired. I was told that I could cancel before the year gift subscription was up. I entered my credit card information. I then looked at my credit card account and discovered I had been charged $179.99. I contacted masterclass to try to resolve this deceptive problem I have not been successful masterclass responds with emails asking how they can help but they do nothing to refund my money.

  Business Response

  Date: 02/01/2023

  MasterClass has reviewed the complaint filed by ***************************, and were able to issue a full refund for the subscription charged incurred. A Support Associate at MasterClass was able to contact ****** over the phone and with input form ****** we were able to locate the account, and charge in question. The refund was issued on 1/31/23, and ****** should see the funds back in the account charged within the next **** business days. We're incredible grateful that we were able to work directly with ****** to get this resolved, and our Support Team is standing by in case anything else is needed. 

  Customer Answer

  Date: 02/02/2023

  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:01/30/2023

  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.

  January 28th 2023 Masterclass charged 180 dollars to my card after requesting a refund and cancelation last year. The policy states can be canceled within 30 days of paid. I contacted them which you only contact by email you can't speak to a live person I received a response stating I gifted thus class to someone at ************************* I don't know who this is I told them it was fraud with no reply. The email stated it would return half giving that I'm a return customer when I didn't ask for the the last 2. This company makes it difficult to cancel subscription and I kept emailing them the previous time I was charged telling them I couldn't cancel the subscription and the response was always cancel online well I couldn't cancel when there was no option to cancel. I sent several emails stating this and received the same response. I want my money back as this is fraud I don't know an ****************** or whoever this was gifted to. The link for the refund didn't work last year and I continued to get same response when informed.

  Business Response

  Date: 02/01/2023

  The MasterClass Team has reviewed the complaint filed by *********************************, and have issued a full refund for the charge in question. The Member Support Team worked directly with *********, and after looking into the charge a full refund was issued back to the customer on 1/30/23. Sheoashie should see the funds back to the account that was charged within the next **** business days. We are grateful that Sheoashie allowed us to work directly with them to get this resolved, and are standing by if additional assistance is needed. 

• Initial Complaint

  Date:01/29/2023

  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 received a free pass from my father in law, to use masterclass freely for 1 year. But in order to use the code in their website, i had to inform my credit card info. So I did it. Close to the finishing date of the free pass, I entered their website and chose to cancel the subscription. The system said something like we will cance your subscription. You have until jan 19 to use it. But when jan 19 came, they charged me not once but twice the value off my creditcard, and tried to charge more times! So the bank blocked my creditcard. I want this refund as fast as possible, so I can use my credit card again! Please help me!

  Customer Answer

  Date: 01/30/2023

  Hello. I filled a complaint against MasterClass.com (#********), because it appeared that they charged me improperly on my creditcard invoice.
  
  Then, I contacted the company and they said there was no charge made on the creditcard, just some attempts (that were denied). So I was ****** and filed a complaint about it, so I could get my refund. 
  
  But today, I contacted the bank and they told me that there was some bug on my invoice interface and it looks like these charges were made, but they are not computed on the original creditcard invoice. 
  
  I'm sorry about this mistake and I want this complaint (#********) to be removed if it's possible. 
  
  Thank you so much for the attention.
  
  Cheers,
  
  
  
  

  
  

• Initial Complaint

  Date:01/24/2023

  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.

  Purchased a gift subscription from them in 2020. It seems that since that time, in 2021 and 2022, they charged my credit card for autorenewal of the **** subscription without my express and separate consent and without proactively receiving a request from the gift recipient to do so. Their argument is that something buried in the lengthy terms and conditions allows them to charge my credit card until the end of time. When I caught this, they stated that they could refund me for the 2021 charge because I caught it too late. Ridiculous predatory practices on their part! Who would want to buy a gift to be subjected to an endless number of annual autorenewals fees???

  Business Response

  Date: 01/25/2023

  We are incredibly sorry to hear about ******************************* complaint. We have reviewed the account in detail and understand the confusion regarding the automatic renewal on the gift subscription. The MasterClass member support team has reached out to ****** to issue a full refund for the 2021 renewal charge, and we would be happy to assist with a refund on the 2022 charge, however it is currently being managed with the bank and our payment provider. We are standing by to assist in any way that we can and appreciate the feedback on the the unexpected renewal charge.

  Customer Answer

  Date: 01/26/2023

  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:01/20/2023

  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.

  Trying cancel the subscription and requesting a refund. All the links send you in a complete circle to filing out a refund request; which in turn sends you a link so once again fill out the refund form. I just want a refund. And to boot, there are no phone numbers to reach people.

  Business Response

  Date: 01/23/2023

  We are incredibly sorry to hear about ***** experience. I have reviewed the account in detail and can understand who *** experienced challenges canceling the subscription. I have reached out to *** to confirm that we have issued a full refund for the subscription charge, and she should receive the funds back to her account within **** business days. We are standing by in case any further assistance is needed. 

  Customer Answer

  Date: 01/24/2023

  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:01/17/2023

  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 have no way to see that my subscription was going to renew in the Masterclass app, and it does not reflect on my apple subscriptions as an active subscription. I feel as though they deliberately misled me by preventing me from having access to the settings via my phone and it was completely unreasonable for them to charge me for something without even an email notice letting me know they would charge my credit card. Steps taken: First I go into the app to screenshot IMG-****, then it takes me to screen in IMG-****. Afterwards when I am in settings, When I try to click on the settings from my phone (in IMG-7987.PNG) it just takes me to the website which in turn tells me to go back to the app (in IMG-****.png) in a loop. This is a huge failure for your user experience design. It makes your company look like a bunch of crooks. You clearly designed the mobile site that way so that if end-users do not specifically log into the site from desktop there is no way to cancel the subscription in an easy and straightforward manner via mobile phone. That is an unreasonable ask to put on a consumer. I want my money back immediately and it was charged to my card 1/17/2023. I do not intend to use this product for the entire 2023 year. I only used it in 2022. I paid for 2022 and am not asking for a refund for that year. I'm not even complaining about 2022. I just want a refund for the charge that took place today 1/17/23 because it was deliberately misleading. I do not even have the option to remove the credit card from the portal online because it forces you to put down an alternate card or keep the old card. I will be disputing the charge with my credit card company as well if this does not get resolved via MasterClass

  Business Response

  Date: 01/18/2023

  We are incredibly sorry to hear about ***************************** experience. We have investigated the complaint and have issued a full refund for the subscription renewal. We have also cancelled the subscription to ensure there are no further charges. We are grateful for the feedback provided regarding the cancellation flow, and will relay this to relevant teams internally to see what we can do to ensure other members do not have a similar experience. We hope that ******* finds this resolution satisfactory, and are standing by in case anything else is needed. 

• Initial Complaint

  Date:01/12/2023

  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.

  ************************************************************************************************************* was gifted a membership from a friend for xmas in Dec 2020 that was for the 2021 year. The gift was sent to my work email that I use for business. Upon signing up you are req'd to put in your credit card info (for was we are lead to believe is maybe in app purchases). I used my personal spam email because I knew this website would generate a lot of spam emails. I don't check that email (there are 30k emails in there). This week I happened to check my bank statement and saw a $180 charge for a renewal. I knew I didn't have a membership in 2022 so it was odd. Upon further research I was in fact charged Dec 30, 2021 for the 2022 year. I didn't know about it, nor was it ever used. (The original gift was only used for maybe an hour at most for the whole year.) I connected with Masterclass and requested a refund for both charges. They were able to refund the Jan 2023 charge because it was within their 30 day window however the Dec 30, 2021 charge was not negotiable and will not be refunded because it's outside the 30 day window. I didn't even know it existed to ask for a refund back then. I started checking on social media and BBB and ****** and there are so many people that have been duped by their deceptive "Buy 1, Get 1" marketing plan. There is no reason to require a credit card to activate a gift. Additionally I'm now finding out that you cannot opt out of fine print autorenewal until 30days before you subscription ends. They're banking on you not remembering and going past the 30days.

  Business Response

  Date: 01/17/2023

  We are very sorry to hear about ************************* experience with MasterClass. A lead on the Member Support Team is working directly with Justea to issue a refund for the charge, and we are providing feedback internally regarding the Buy One, Get One promotion. We are dedicated to getting this resolved to ******'s satisfaction, and ensuring no other member has a similar experience. 

  Customer Answer

  Date: 01/18/2023

  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,
  
  *********************