ComplaintsforQuizlet Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter signed up for a subscription to Quizlet while in high school. She forgot she had it and hasn't used it for, I'm guessing 6-9 months. Without warning, Quizlet began attempting to charge her debit card that has insufficient funds. On her behalf, I reached out to support who has told me repeatedly that I "will not be charged again" or "The auto-renewal has been turned off and for that reason your subscription will not renew automatically, you're all set!". They continue trying to charge her card. I am not owed a refund, but I would like for Quizlet to stop trying to charge her card. If not, I will be forced to cancel the card and get it replaced with another number.

  Business response

  05/20/2024

  Dear BBB Representative,
  
  I hope this message finds you well. I am writing to inform you that we have successfully resolved the issue raised by the customer in question. Upon receiving the complaint, we immediately reached out to the customer and addressed their concerns.
  
  The customer had requested the cancellation of their subscription, which was promptly processed. However, there was an oversight with a partially open invoice. Our leadership has decided to resolve this matter as a one-time courtesy by closing the invoice.
  
  We appreciate the opportunity to correct this situation and ensure customer satisfaction. Thank you for bringing this matter to our attention.
  
  Best regards,
  RB

  Customer response

  05/21/2024

  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

  04/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the second time quizlet charged my account with out my permission.I been had canceled auto renewal and they are still charging me.

  Business response

  05/01/2024

  Subject: Response to BBB Complaint ID# ******** Subscription Renewal Issue
  
  Dear BBB Office,
  
  We are writing in response to the complaint lodged with your office by a Quizlet user, pertaining to an alleged erroneous charge for their subscription. After a thorough review of the users account and our subscription management policies, we have found that the charge in question arose due to the timing of the cancellation.
  
  According to our records, the user initiated the cancellation of their auto-renewal on the date of renewal, which did not allow adequate time to process the cancellation before the subscription was automatically renewed. As clearly stated in our Terms of Service, cancellation requests should be submitted at least 1 day prior to the expiration of the subscription term to ensure that the subscription is not renewed for the upcoming period.
  
  Despite this, in an effort to maintain customer satisfaction and goodwill, ********************** has chosen to issue a one-time refund of $9.99 to the user. This action is a courtesy gesture and is not an admission of any fault or error on our part.
  
  We trust this resolves the matter to the satisfaction of all parties involved. Should you require any further information or clarification, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *************************
  Director of User Support Strategy and Operations at Quizlet

• Initial Complaint

  03/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, the Quizlet Plus subscription free trial auto renewed, and there was no notification of the upcoming auto renewal and no emails notifying the auto renewal. This shows the predatory tactics of Quizlet using this free trial to steal people's money. I couldn't figure it out until I read my credit card statement. I am requesting a refund, and if refunds aren't issued for these circumstances then Quizlet is just another one of these companies exploiting their customers by not notifying their customers of a free trial renewal. The proof is in the fact that the free trial is on the annual plan. I just now saw it on my statement it's been 29 days since Feb 7th (29 days in February).It charged my card on Feb 7th, ******************* 3388 email ****************** username noahd0922

  Business response

  03/08/2024

  Please see attachment

  Customer response

  03/09/2024

   
  Complaint: 21402244
  
  I am rejecting this response because: I didn't receive that email at all, and it wasn't over a month for my contact to me made actually 29 days, my first contact with support was March 7th, which is 29 days from the auto-renewal that occurred on Feb 7th (Feb this year was 29 days). Why does the email say 12/31/1969 as the date that seems odd, I think you best check your system, because no email actually appeared anywhere according to my searches of emails. 
  
  Sincerely,
  
  *************************

  Business response

  03/18/2024

  Hi ****,

  Thank you for providing this information, as well as information on the ticket with our support team.

  For clarity sake, I just want to confirm that the screenshot sent in our first response was an example (the date was 1969 for this reason), we didn't include a copy of your message sent, only the receipt in our system of the send date and time.

  However, with your response on our support ticket received and considered we are happy to refund the subscription cost as a one time gesture of goodwill in this circumstance. I've had our support team reach out to you to confirm this.

  We hope you find this satisfactory.

  Kind Regards,

  *******************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company continues to take money out of my account for a subscription that I have canceled before or thought that I did- They make it EXTREMELY difficult to cancel the auto renewal. I believe that I am a fairly intelligent person. I have been a registered nurse for 26 years. I have followed their "instructions" and still I am getting money deducted from my account. They charged my account again this weekend for *****. I DO NOT WANT THIS SUBSCRIPTION. I WANT THEM TO TAKE MY DEBIT CARD NUMBER AND ANY OF MY INFORMATION OUT OF THEIR SYSTEM.

  Business response

  03/01/2024

  Hello,
  

  Please see our attached response for full details.

  Below is our timeline of communication with this customer, we are happy to continue to assist this customer in their query but need action from them to do so.

  At the time of the complaint filed, our system did not show a support request from the email provided by the complainant, and the only account under this complainant email shows as a 'free' status.

  To assist on this user's complaint, we created a support ticket for this user on 2/28/24 to understand which account they may be referring to so we could locate the billing in question and look to assist. On 3/1/24 we have yet to hear back from the user at with the required information to locate their account which they are claiming to be billed from.

  If we are able to hear back from the user we can assist further in locating the billing, helping the user cancel their auto-renewal if relevant to this situation. Without the user responding to our email we arent able to take further action at this time to assist further.

  We'll continue to monitor our created support ticket for the user's response at this time.

  Regards,

  Quizlet

   

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used Quizlet since May of 2021. I originally subscribed to ******, and then Quizlet bought ****** and my subscription rolled over to Quizlet. I was 20 years old when I made my Quizlet account, and I am now 22 years old. When I created my Quizlet account, I was never prompted for my year of birth. Even if I was, again, I was 20 years old at the time. I have continued to pay the yearly subscription to Quizlet Plus, and I have been able to use all of the features that come with the subscription, until now. Today I noticed, for the first time, that I cannot access features that I was previously able to access. These are features that I specifically pay for to be specific. The error message I receive says that my account has age restrictions as it's a "younger user account". There are no options to select or even view your user birthday settings. I contacted customer support, and they refused to change my account status, or allow me to select the correct birthday. I even offered to send them my driver's license and/or military ID to prove my age. The yearly subscription is $35.99 a month, and if they will not allow me the features that I paid this fee for, I would like a full refund, as the subscription is now useless. Or at least to have my account updated to reflect my actual age so I can use the features that I paid a subscription for. The only way to use these features would be to delete my account, and make a new one and repay the yearly subscription fee. And again, I was able to access these features perfectly fine last year, and I have never set a birth year on my account. My ********************** Subscription is listed under **********************

  Business response

  02/20/2024

  Please see attached

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter opened her college Quizlet Plus account in September of 2023. We noticed we were billed $39 twice on our credit card, and didn't understand why the 2nd charge. When I was finally able to contact them by email, ************************************ I stated the following, The account with the email ......................ossiningufsd.org is my daughter's old high school email in which she has no access to since the school owns the email. When she was in high school they would pay for her quizlet plus-account that she has no access to now, being out of high school. That account was charged as well but unable to be used. They looked into and got back to me stating "Unfortunately, our refund policy is firm and doesn't allow me to refund this charge. I can assist you in turning off the auto-renewal on this account so that you will not be charged for this upcoming renewal date."They can obviously see the second account has had no activity.I would like my $39 for the dormant account credited back to my card.

  Business response

  01/31/2024

  Please see attached

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My subscription with Quizlet started December 15th 2022 and ended February 17th 2023. I used Quizlet while I was a student at *******************************. I canceled when I no longer needed the app. I canceled the subscription through the app and then deleted my account and then in turn deleted the app. Quizlet continued to withdraw ***** each month from March 15th 2023 until November 15th 2023 for a total of ****** without my consent. I've tried contacting them with no luck. I've filed disputes through my bank with them telling me they cannot find any error and have closed the investigation for the dispute. I am out ****** because of Quizlet and I'm asking for your assistance in trying to get this money back that they were withdrawing without my knowledge and without my consent. To my knowledge a cancellation email was never sent.Thank you in advance.

  Business response

  01/18/2024

  Please see our attached response

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was hired by this company and sent a check for $1850.00 to purchase the equipment to work from home. Was give the place to order from and was asked to do it by bitcoin(coin flip) due to my zelle not working. Then after my bank had put the money in my account they found it to be fraudulent. They cancelled my account and took every bit of the amount that I had just had deposited from my retirement. Adding a copy of the employment letter and I have a email with 2 checks they sent me. I have filed a complaint on Indeed, with the bank, with bitcoin and the financial company the checks came from and will be contact the attorney general and police if required too. Still trying to figure out everything that needs to be done.

  Business response

  11/10/2023

  Please be advised that the offer letter in question is not an official Quizlet document, but rather the work of an impostor; we recommend verifying the email address in the communication for authenticity. Quizlet firmly stands against unethical behaviors and encourages vigilance against such deceptive practices.

  Customer response

  11/11/2023

  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,
  
  Hailee Painter

• Initial Complaint

  10/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have contacted this company several times about canceling my account. I lost access to an old email address that the account was set up on and they have not responded to any emails to help me cancel or update to a current email address. They are charging my bank account $8.47 a month. I have not been able to log in or use the services since March 2023. I need this account canceled so they stop charging me for services I can't use. A refund would be appreciated for those months I was charged but more importantly I need the account canceled.

  Business response

  10/06/2023

  The customer contacted our support team on 9/21/2023 via email requesting an update to their email address and to cancel their account. The ********************** Plus subscription started on 5/8/2023 for the amount of $8.47. Due to the length of time after the customer contacted us for a refund, we are unable to refund the requested charges. We did however, cancel their auto-renewal of the payment so they wont be charged moving forward. 
  Terms of Service | Quizlet
  
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sight says you have free access but it does not. If it is free you don't ask for a credit card. Yes they say you can cancel at any time but free is supposed to be free. Don't ask me for a credit card unless I want to purchase something. This company is a major rip off.

  Business response

  09/05/2023

  Hello,

  We apologize for any confusion about our company and our product. If you are having an issue, please contact us at ********************************** and we would be happy to assist!

*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. ↩