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:08/19/2024

  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 August 7, ********* and 2024 MasterClass withdrew $180 from my **** I do not know what this business is all about and have not received any products from them.I have asked for them to provide me with whatever agreement they state that I signed and a full refund of monies taken from my account.They have agreed to refund $180. that they took from my **** this past August 7th 2024. It has yet to be seen as returned in my account. I have not yet received any confirmation from them that I signed any agreement with them. I need proof.If an agreement cannot be suppled to me by them showing that I subscribed to any subscription/services by MasterClass, then I would also like for my monies withdrawn on August 7, 2022 and August 7, 2023 to also be refunded.

  Business Response

  Date: 08/20/2024

  We appreciate ******** bringing up the concern regarding the renewal charges for the MasterClass membership purchased on August 7, 2022. ******** has been in contact with the MasterClass Support Team, and we have confirmed that the renewal charges were for the continuation of the original subscription. Attached are the invoices and receipts for ********'s purchase. When signing up for MasterClass, customers agree to our Terms & Conditions (********************************************), which include information about our renewal process. We notify our customers about renewal charges 30 days in advance, and we have verified that the renewal reminders were both delivered and opened. That said, we have agreed to issue a full refund for all of ********'s charges. The MasterClass Support Team has already reached out to confirm that the funds should be reflected back in the account within 5-10 business days. We hope this information is helpful, and we are here to assist with any further needs.

  Customer Answer

  Date: 08/21/2024

  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:08/08/2024

  Type:Sales and Advertising 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 ordered Masterclass on 8-13-23 a single member subscription for a year, I went into the account and unchecked the auto-renewal upfront. They just charged me for a family subscription for ****** after the auto-renewal had been turned off for a year. I keep clicking on the support button on the website and it just sends me to faqs page. Theres no way to contact customer service via phone, email or chat. I canceled the subscription that was not supposed to auto-renewnow I want them to refund the charge in question.

  Business Response

  Date: 08/12/2024

  We are very sorry to hear about ************************* experience regarding the subscription renewal charge. We always allow our customer so manage their subscription settings and cancel the auto-renewal. The MasterClass support team has followed up with ***** to acknowledge the complaint, and we have made a one-time exception and issued a full refund for the renewal charge. ***** should see the funds reflected back in the account within the next 5-10 business days. We're standing by if ***** needs anything else. 

  Customer Answer

  Date: 08/14/2024

  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:07/15/2024

  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 chose not to renew my membership with masterclass past year one. My account was made inactive (most likely due to my email request to cancel past year 1) as desired. However, masterclass has now made 17 attempts to charge my credit card for a 2nd year of membership in a period of 1 month (June 15-July15). Subsequent emails have gone unanswered to the business and since the membership is inactive there is no option to cancel my membership on their website. I need the business to cease attempting to charge for a 2nd year of service which has been cancelled.

  Business Response

  Date: 07/17/2024

  We are very sorry for the inconvenience we have caused ********. The subscription was stuck in a lapsed status with a payment method that could not be processed, and as a result we were notifying ******** to update the payment method. That said we understand that ******** wanted to cancel the subscription and cease communication. The Member Support Team has been in touch with ******** to confirm that the subscription is cancelled and there should be no more emails as the account is now inactive. We're standing by to assist if anything else is needed. 

• Initial Complaint

  Date:07/09/2024

  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.

  5/30/2024 - a charge was placed on my new credit card for a subscription that I did not receive a notification. I noticed this charge on my current bill. The credit card that was on file expired on 3/2023. Masterclass is claiming that an email was sent, which I did not receive. I cancelled the service 7/8/2024 and asked for a refund and was told they would not refund the $180. There has been no account activity for well over a year and typical to most companies when your credit card expires your account ends. Putting a charge on a NEW credit card without authorization from the card holder and not making every attempt to notify the card holder is at best poor business practice. Cases like this where the card expires and has been expired for over a year and there is no activity on the account, should be handled differently regarding a refund. Clearly, the account should be considered inactive. The same effort and resources that were put into finding and charging the NEW credit card should have been used to notify the customer/card holder, instead only one email was sent, which was not received by the customer. This speaks volumes about the business practices of this company. I would like a refund.

  Business Response

  Date: 07/10/2024

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

  Customer Answer

  Date: 07/14/2024

  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:06/17/2024

  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.

  Masterclass.com automatically renewed my subscription without my request. The cancellation process is highly convoluted. My MasterCard was billed without my consent for $240.00. I requested a full refund, but they have refused this request, saying my notice of invoice must have gone to my Spam folder. They somehow managed to send the actual Invoice on the same day my account had already been automatically billed. This is not good business practice.

  Business Response

  Date: 06/18/2024

  We are very sorry to hear about *************************************** experience with the subscription renewal charge. We always allow our member to manage their renewals within the account settings. ******* contacted MasterClass support, and we confirm that we issued a full refund for the renewal charge on 6/17/24. ******* should see the funds reflected back in the account charged within 5-10 days form the date of the refund. If any further assistance is needed we are standing by to help. 

  Customer Answer

  Date: 06/18/2024

  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:06/17/2024

  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 purchased one year subscription for masterclass last June 2023. I immediately cancelled the auto renew or at least I thought I did so correctly. I have not used this service for months if ever neither did anyone in my family. All the emails go to spam. I saw a charge for an auto renewal and immediately contacted the company as the website indicates requesting a refund. They only responded one time andindicated that I would need to write back if I wanted a 50 percent Discount. I emailed twice more requesting a full refund to no avail. I am still requesting a full refund within one day of the auto renewal. There have been known issues according to the internet of the removal of the auto renewals. It is very difficult to find a number on the phone to speak to someone. This is causing an extreme amount of stress on our family for a product we never use or enjoyed.

  Business Response

  Date: 06/17/2024

  We are very sorry to hear about *********************************** experience with the MasterClass renewal charge. The MasterClass Support Team has reached out to ****** and confirmed that we have issued a full refund for the charge. ****** should see the funds reflected 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:06/06/2024

  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.

  An unauthorized charge from Masterclass of $180 showed up on my credit card bill for April, 2023. The charge was date 4/1/2023. I didnt see it until reviewing my statement in May and I contacted them on May 29th. They could not find me in their system, and after much back and forth it was finally clarified that this was an old gift I had given my mother, perhaps 3 or four years ago, that was renewing without authorization or notification. I guess it has been renewing for 3 or 4 years, although no one has used the service. I was then notified that I would not be issued a refund because the timeframe for the 30-day satisfaction guarantee had passed. This was not even a purchase, and I was not aware of it, so how could I be held to a 30-day satisfaction guarantee? Their Master Services Agreement specifies that complaints must be brought within 60 ***** made that deadline by 1 day. First strike was renewing without authorization. And then, after a complicated back-and-forth, their refusal to refund is unconscionable.

  Business Response

  Date: 06/17/2024

  We are very sorry to hear about ************************* experience regarding the MasterClass renewal charge. The MasterClass Support Team spoke with ******* regarding the charge, and after further investigation we were able to identify that *******'s payment information was linked to his Mother's account. Once we were able to identify the account and charge at hand we issued a full refund for the payment. We are very sorry for the inconvenience caused, and appreciate *******'s patience in allowing us to look into the issue and get it resolved. If further assistance is needed we are standing by to support. 

  Customer Answer

  Date: 06/18/2024

  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.
  

  I will mention that at first they refused to refund the fees but then agreed after further strong complaints. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/01/2024

  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 never used this website, but every year I am being charged 180$. I have cancelled and got a new card from my bank every time I get charged and somehow I am still get charged. Ive looked through my email and done everything I can to find an account to cancel. I report the charge as fraud to *********** every year and nothing has changed.

  Business Response

  Date: 06/11/2024

  We are very sorry to hear about the MasterClass subscription charges that ***** has incurred. The MasterClass Support Team has attempted to contact ***** regarding the charge, however we are unable to locate the account with *****'s email. We have inquired for other information to help us located the account, but have not received a response from *****. We would greatly appreciate *****'s reply to our support contact requesting additional information so that we can locate the charge and issue a refund. We are standing by to assist, but need *****'s support in replying to our questions. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21788638
  
  I am rejecting this response because:
  

  I have given them the requested information multiple times. They have finally reached out to call me and verified that my card they are charging is being used for someone elses account and email. I have yet to have any resolution and I can still see through *********** that I am expected to be charged again next year. I am waiting to see if they will refund my money and disable the fraudulent account.

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

  Business Response

  Date: 06/14/2024

  We appreciate *****'s support and patience looking into this renewal charge issue. A MasterClass support lead was able to investigate this further, and we were able to locate an account that aligns with the charges, and payment method ***** provided. We are in correspondence with ***** and have initiated a full refund for the charges incurred. We are incredibly sorry for all of the inconvenience caused, and are grateful for allowing us to look into this so that we could get this resolved for *****. If any further support is needed we are standing by to assist. 

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21788638
  
  I am rejecting this response because:

  In the business response, it was said that I supplied the credit card. This was proven incorrect. The account that was using my card belonged to a *****. I dont know anyone named *****. The money has not been returned to my account for this fraudulent charge, it is schedueled to take money again next year, and I have already reported these charges as fraud to *********** twice and had to get a new card. I doubt that they are just charging a card, but somehow they have my account information. I am still waiting to see my money returned and these charges (expected) to stop.

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

  Business Response

  Date: 06/28/2024

  We are incredibly sorry for all the inconvenience and delays to address the refund request. The MasterClass Support Team is continuing to investigate the charge in question and we are dedicated to finding a resolution. We are still looking into this internally and hope to locate the charge as soon as we can, it is our full intention to issue a refund as soon as we can locate the charge. We appreciate *****'s continued patience while we investigate this matter. 

• Initial Complaint

  Date:06/01/2024

  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.

  Master Class charged me $262.20 for a subscription. I did not receive any information that I would be charged and I have disputed this charge to no avail. I would like my subscription cancelled and the money returned to me.

  Business Response

  Date: 06/04/2024

  We are very sorry to hear about *********************************** experience with their MasterClass subscription renewal charge. We always allow our members to manage their renewals within their account settings, and it appears that no action was taken which is why the renewal charge was incurred. ****** contacted MasterClass support on May 8th, and the support team issued a full refund for the charge on May 9th. ****** should see the funds reflected back in the account that was charged. If there are any outstanding issue the MasterClass support team is standing by to assist, however it appears that this has already been resolved. 

• Initial Complaint

  Date:05/21/2024

  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.

  I canceled my subscription before my payment was processed and the May renewal date after I got renewal email but I was still charged for another annual subscription. They state there are no refunds and I never cancelled. I have once again cancelled my acct but they are refusing to refund me the erroneous charge of $262.80. I have contacted them multiple times with a response at first offering a 50% discount but when I didnt agree to that they now will not respond at all. This is not the way anyone should do business and I will message everyday for the full year unless I get a refund.

  Business Response

  Date: 05/22/2024

  We are very sorry to hear about *************************** experience with the MasterClass subscription renewal charge. We allow our members to cancel their auto-renewal at any time within the account settings. Additionally we notify our members about their upcoming renewal 30 days prior. We understand that ***** did not intend to renew, and the MasterClass support team has reached out to ***** to confirm that we will issue a full refund for the renewal charge. ***** should see the funds back in the account charged within the next 5-10 days. We are standing by if any further assistance is needed.