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:12/27/2024

  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.

  1. I was gifted a masterclass subscription in Dec 2021. I called to cancel the subscription in Dec 2022 because I dont use it. 2. I just noticed that master class has been billing me for the subscription since 2022 although I never used their app And my credit card is NOT listed on their invoice 2. The credit card listed on the invoice is NOT my credit card but they charged my credit card. When I saw the credit card on the invoice, I thought it was from the person who gifted me the original subscription 3. I cancelled the subscription again in Dec ****************************************************************************** my money.

  Business Response

  Date: 12/29/2024

  We are very sorry to hear about ****** experience with the subscription renewal charge. It is never our intention to mislead and we always provide our members with a 30 day renewal reminder email. Additionally our members can always cancel their upcoming renewals within their account settings. Given the experience caused we have issued a full renewal for the 2024 subscription charge. **** should see the funds reflected back in the account charged within the next 5-10 business days. We are standing by in case any additional assistance is needed. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22734523
  
  I am rejecting this response because:
  

  I appreciate that you refunded the 2024 subscription fee. However, I cancelled the subscription on Dec 2022 over the phone. Master class continued to charge for the subscription. Additionally, the credit card listed on the invoice was not mine so I had no idea that you were charging my credit card. 

  I have NEVER used this service.

  
  I should be reimbursed for all charges because I cancelled the subscription in 2022. 
  
  I saw that listed complaint with BBB for the EXACT same issue and masterclass reimbursed the full amount. It seems that Masterclass is fraudulently making money with the gifting service 

  Sincerely,
  
  ****

• Initial Complaint

  Date:12/25/2024

  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 purchased a subcription as a gift with no intention of creating an account for myself. Then yesterday an auto-renewal charge for $127.96 appeared which was neither intended nor expected. This practice of encouraging gifting subscriptions and subsequently renewing the account of said gifter is extremely predatory. Subscriptions are gifted for the intended use of the recipient, not the gifter. This charge should be refunded to myself and anyone else who is a victim of this predatory structure.

  Business Response

  Date: 12/29/2024

  We are very sorry for the experience caused with the renewal refund charge. We always allow our members to manage their subscription renewals within the account settings. Additionally we provide a 30 day reminder email ahead of the renewal charge. In this case it appears that no action was taken to cancel the upcoming renewal. Given the poor experience caused we have gone ahead and issued a full renewal for the charge incurred. The funds should be reflected back to the account charged within the next 5-10 business days. We are standing by if any additional assistance is needed. 

• Initial Complaint

  Date:12/22/2024

  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.

  I purchased (while speaking with a representative over the phone, to make certain that the price was correct), a gift subscription for a family member. I was told the price was 50% off and that the $180 price would only be $90. I asked repeatedly, "Is this the only charge I will receive?" I was concerned because I had recently had another issue with customer service and pricing and and had to jump through hoops to get ANY response or resolution. I paid the invoice with my CC and hung up. My wife showed me TWO charges (both on 12/18) from Master Class, one for $90 and a second for $108. I have no idea what the second charge is for and have emailed customer service countless times with receipt information, asking for an explanation. I had to search other complaints to get this email address as there is no phone number or email listed on their "support" site. They only offer chat with some ridiculous AI that is useless. I have read dozens of similar complaints that have resulted in no refunds and will not stop until I am contacted and this is resolved. I will be placing reviews on social media as well as contacting several news agencies.

  Business Response

  Date: 12/24/2024

  We are incredibly sorry to hear about ******* experience. The MasterClass support team has reached out to ***** to issue refunds and we have also offered to provide ***** with a free year of MasterClass on us, or a free gift subscription. We're standing by in case any additional assistance is needed. 

• Initial Complaint

  Date:12/21/2024

  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.

  Masterclass sets up auto payment in a deceiving way. I bought their service for one Christmas present and they have continued to charge me.Most recently I was charged in December and the day I saw the charge I requested a cancellation using their 30 cancellation policy. I expected an immediate refund. They declined my refund and told me that even emailed me in November asking me to renew and when they didnt hear from me they processed my payment and its too late to cancel. That is a ridiculous policy with an attempt to keep charging customers who arent using their product over and over again. They offered me half.They charged me $240

  Business Response

  Date: 12/22/2024

  We are very sorry to hear about ******* experience with the MasterClass subscription renewal charge. The MasterClass support team has been in touch with Black to confirm that we have issued a full refund for the charged incurred. The funds should reflect back to ******* account within the next 5-10 business days. We are standing by if any additional assistance is needed. 

• Initial Complaint

  Date:12/21/2024

  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.

  *** canceled my subscription with the online class since December 8th of 2024. Ive emailed ******** from Master class asking them Im no longer subscribed. ******** keeps emailing me back saying shes charging my card yet again. Its been about 6 additional charges with me asking for them to stop. Every time they charge my card, my bank, cancels my card and issues a new one. Ive already spoken to my bank who said they cannot block the merchant so they cancel and renew every time. Ive asked Master Class several times through email and email replies to stop but they keep charging my card.

  Business Response

  Date: 12/22/2024

  We are very sorry to hear about ********** experience with the MasterClass Subscription renewal.The MasterClass Support Team has reached out to ******** to confirm that we have removed the lapsed status of the subscription. ********** subscription has been fully cancelled, and the account should not not incur any additional emails or charges from MasterClass. We're standing by to assist if anything else is needed. 

• Initial Complaint

  Date:12/17/2024

  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.

  I canceled Masterclass before the deadline before renewal. The system failed to send me a confirmation and also said "oops" after I canceled, so I emailed MasterClass. A day or two later Masterclass charged my credit card $128. I emailed five days ago to ask them to refund this immediately.

  Business Response

  Date: 12/17/2024

  We are incredibly sorry to hear about ******* experience with the renewal charge. The MasterClass Support Team has reached out to ***** to confirm that we have issued a full refund for the charge incurred. ***** should see the funds back in the account charged within the next 5-10 business days. We are standing by if any further assistance is needed. 

• Initial Complaint

  Date:12/16/2024

  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.

  A subscription to the ************************** was gifted to me on November 27, 2023. Upon beginning to use it MasterClass required my credit card information which I provided (company card approved by my boss). Knowing that an automatic renewal was coming, on November 24 I went ahead to cancel the subscription as I was no longer intending to use it. I found out that it was impossible to manage from the phone - no information about my credit card, no button to cancel from the phone. I used my laptop to log in, cancel the subscription and delete credit card information (deletion became only possible upon cancelling, so I vividly remember doing it). I then received a confirmation email about the cancellation of my plan. I still decided to send an email to their support stating my dismay at how difficult they made it to manage an account, making it impossible to cancel from the phone from which I've been using the app all this time. On November 26 I received an answer offering me a discount for another year, and telling that if not, then my subscription will just stop, and I don't need to do anything. On November ***************************************************************** my account on ********************** there is both the information that the subscription ended on Nov 27 2024 and a button "reactivate", and a note to change my billing information as they tried, but couldn't charge. Which was very confusing as why would you try to charge on a subscription that was deactivated? I wrote to support again demanding to stop trying to charge me, telling I was done with the platform. On November 28 ******* from MasterClass assured me that I wouldn't be charged and that some "lapsed status" was lifted from my account, whatever that meant. Fast forward to December 14 when I received a message from my boss that our company card was charged 192 euros by MasterClass. I emailed them again, but I can't rely on that - this is the same email where I was twice assured my subscription was over.

  Business Response

  Date: 12/16/2024

  We appreciate ***** bringing up her concerns about the cancellation process. The MasterClass Support Team has contacted ***** to confirm that a full refund for the gift renewal charge has been issued. The refunded amount should be credited back to the original account within 510 business days. Were here and ready to assist if any further support is needed.

• Initial Complaint

  Date:12/07/2024

  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.

  My mother gifted me and my daughter the Masterclass duo plan for Christmas, 2022. I cancelled before the next billing cycle in 2023. The company reactivated my account and charged me. I used their support chat option and they apologized, and refunded me half. Half because the other half presumably was my daughter's account. However, they charged her double. This year I began receiving emails from them, so I checked and they had reactivated my account AGAIN! With another $189.00 coming due this month. I am currently, as I type this, waiting on their support chat to connect me to a support person. I have been waiting a long time. My hope is that I don't have to make this a yearly ritual. I am unsure how a company's business practices can allow them to disregard their consumer base and continuously reactivate accounts without authorization from customer.? And then, not allowing a customer access to a functioning customer support service? I don't need a refund. I just need to not be charged this month for a service I had twice cancelled and not used this entire year, as I was confident, it was not longer activated. I am frustrated that I am not able to even contact this company. It seems they can be completely autonomous, and with no accountability. It appears to be a strategic tactic.

  Business Response

  Date: 12/16/2024

  We sincerely appreciate ****** bringing up the concern about the MasterClass subscription renewal and deeply apologize for the inconvenience caused. It seems the subscription was not set to cancel prior to renewal. The MasterClass Support Team has already reached out to ****** to address this issue, and we are committed to resolving it to prevent any further renewal charges. We value ******'s collaboration in addressing this matter.

• Initial Complaint

  Date:11/29/2024

  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.

  On 11/26 I subscribed for their Black Friday Sale at a cost of $117.99. After navigating the site for the first time in many years I noticed there were some glaring technical issues that made me not want to continue using the service and get a refund via their "30-day money back guarantee". I promptly contacted support and was met with an autoresponder that said someone would respond in ***** hours. It has been ************************************************ After doing some research it appears they have a habit of not responding to refund requests so I am asking the BBB to intervene.

  Business Response

  Date: 12/03/2024

  We sincerely apologize for ************ experience and the delay in addressing the renewal refund request. While we strive to respond to all customer inquiries within ***** hours, we have recently experienced an unusually high volume of requests due to our holiday promotions.
  

  We make every effort to notify customers ahead of their subscription renewal to give them the option to cancel if they prefer not to incur a renewal charge. The MasterClass Support Team has reached out to ********** and issued a full refund for the renewal. The funds should be reflected back in the account within 5-10 business days. Our team is here and ready to assist with any additional needs. Thank you for your understanding and patience.

  Customer Answer

  Date: 12/03/2024

  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:11/24/2024

  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 received a gift membership to Masterclass last year, Nov 22, 2023. I clicked on it, set up an account, and used the platform periodically. At no time did I know that by receiving the gift membership that I would then have a formal members with an automatic renewal plan. The whole gifting membership deal is a scam and meant to trick customers. To make it worse, I never received a notification about the renewal or charges. Instead, I was charged $191.43 on my credit card. There is absolutely no customer support or online help to dispute this. I cancelled my membership immediately, and what Masterclass did was give me use for another year and there's no option to get my money back.

  Business Response

  Date: 11/25/2024

  We appreciate ***** bringing up her concerns regarding the MasterClass subscription renewal charge. Members can always cancel their subscription ahead of the renewal date through their account settings. Additionally, we send an email reminder 30 days before the renewal date to ensure customers are informed.
  The ********************** Support Team has reviewed ******* account and confirmed that the renewal reminder was sent and opened. We have reached out to ***** to share this information and have processed a full refund for the renewal charge. She should see the refunded amount reflected in her account within 510 business days. As always, were here to assist if any further support is needed.