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:09/26/2025

  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 have been getting charged from chegg every month since November 24th, 2019. It started off as a charge of $14.95, I tried canceling subscription in December of 2019. I have tried cancelling my subscriptions so many times I cant even keep count. I log in to chegg through any email I have and look to see if a have a subscription and everytime I log in it says no active subscription, I have called multiple times and they always say they took care of it and cancel my subscription and then I proceed to get charged. I have called and given them any email I have and they struggle to find my subscription, so if they struggle to find where Im getting charged of course I would. I called yesterday 9/25/2025 and they said they canceled it but I have unheard that before and dont believe them. Also amongst this that initial payment of $14.95 changes to $16.91 without me being aware, so not only did the keep my subscription running when I tried and got told by chegg it was canceled but then they charged me even more. Im wanting a full refund from 1/1/2020-9/25/2025 ( $1,166.79) plus damages to bring me to a total of $2,000

  Business Response

  Date: 09/26/2025

  Hello *****,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  We reviewed the information provided, and we were able to locate the Chegg Study subscription which began on 11/25/2019. We can confirm the account was located and the subscription was cancelled on 09/25/2025 during your recent contact with customer support.
  
  With ******************** Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ************************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***************************************************************
  
  Typically, subscription charges are non-refundable per our terms of use, given your recent experience we have extended a one-time courtesy refund towards the most recent 90-day billing cycle, however this is the most that can be refunded on an account. Depending on your financial institution the refunds typically take within 7 business days to post back to the original form of payment. If you wish to pursue additional refunds, we suggest reaching out to your financial institution directly.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 09/26/2025

   
  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:09/24/2025

  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.

  Chegg continues to bill me. I even changed/cancelled my credit card that I initially used with the site back in 2023. They have continued to charge me through 2024 and 2025 even though I cancelled my account two years ago. By my calculations they have stolen close to $200 from me with charges I did not consent to. As you can see by my uploaded document, I was continually charged after canceling on the first of the month January 2024. And you can also see that even though my credit card number changed, I was still charged. Chegg is scamming me and I request my funds be refunded, and this madness stopped.

  Business Response

  Date: 09/24/2025

  Hello *****,

  We would first like to apologize as we understand unexpected charges are less than ideal and are here to look into this matter further for you.
  
  By reviewing the information included in this complaint, we were able to locate the account with the email domain GMAIL. The account has an active ******************** Study subscription that began billing on 01/17/2024. No successful cancellation had been processed on this account, which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting "My Account" on ************************, clicking "Cancel" and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution. 
  
  We can confirm the subscription has been cancelled and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved and will now consider this case closed.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:09/22/2025

  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.

  After cancelling an account the company deletes your ability to login to your account and continues to fraudulently bill you every month. when you reach out to their customer service, they always have issues with "dropping the call" and never providing resolution. Doing so they were able to bill me for 5+ months after deleting my account until I spent over 5 hours on the phone and having to ask for a supervisor multiple times. they would then only refund 3 months of the fraudulent charges--acknowledging my account was shut down--citing their terms and conditions which they had already broken on their end. This company is a scam and retains customer payment information long after accounts have been completely cancelled and deleted.

  Business Response

  Date: 09/22/2025

  Hello *****,
  
  We want to apologize for any unexpected charges.
  
  By reviewing the information included in this complaint, we were able to locate two separate accounts matching your information. On one account under a Gmail email address, we can see that the subscription was signed up on 02/10/2025. On this account, the subscription was cancelled by the user on 04/30/2025.
  
  On the second account located under an Edu email, the subscription started on 11/13/2023. No successful cancellation had been processed on this account, which is why charges did continue to process. We can confirm the subscription on this account has been cancelled and the maximum refund permitted has been issued during your recent contact with customer support on 09/18/2025.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting "My Account" on ************************, clicking "Cancel" and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.
  
  Also, during your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.
  
  We can confirm both subscriptions have been cancelled to prevent further billing.
  
  We thank you for your patience while we looked into this matter.
  
  Best regards,
  The Chegg Team

• Initial Complaint

  Date:09/11/2025

  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.

  I was charged four times after cancelling my subscription to Chegg. When I inquired about a refund, they stated they had no record of my account being cancelled. then they never refunded me and told me to contact my financial institution to claim a fraudulent charge. This is very upsetting, I have the records that my account was cancelled.

  Business Response

  Date: 09/11/2025

  Hello ******,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further. We reviewed the information provided, and we were able to locate the duplicate Chegg Study subscription which began on 09/11/2024.
  
  During your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve. At this time, we can confirm the subscription was cancelled on 09/11/2025 to prevent future billing, and the account has been closed.
  
  Upon further review, it appears that you have two separate Chegg accounts. The account where the unauthorized charges occurred is linked to your Gmail address. This is the account that remained active until 09/11/2025 and has now been closed. The other account is associated with your EDU email address and had a different subscription that began on 10/16/2024. The cancellation confirmation you provided, dated 05/26/2025, corresponds to this EDU account.
  
  To clarify, the account you reported as unauthorized is connected to your Gmail, while the cancellation screenshot you shared relates to a separate subscription under your EDU email. These are two distinct accounts with different billing histories.
  
  We can confirm both accounts are cancelled and closed to prevent further billing. We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 09/16/2025

   
  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:09/08/2025

  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.

  This merchant will not stop charging credit card $17 every month for the last 4 years; they claim they have no record of the account and they can't stop charging.

  Business Response

  Date: 09/09/2025

  Hello ****, 

  We would first like to apologize for any unexpected charges you may be seeing. 

  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you. 

  Best regards, 
  The Chegg Team 

• Initial Complaint

  Date:09/05/2025

  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 ordered Cheggs subscription service back in February 2025 for $19.95/mo. I cancelled the service and it expired in May of 2025. Since then, Ive been still charged every month since then, totaling in nearly $80 in fraudulent charges. After doing some research and not having any luck with the support team reaching back out, it seems like this is a normal practice with them. There's no way to contact them for a refund and prevent from being charged in the future!!!

  Business Response

  Date: 09/05/2025

  Hello ******, 
  
  
  We would first like to apologize for any unexpected charges you may be seeing.
  
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:09/02/2025

  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 code for Chegg Study Pack from my school for a 4 month subscription for free.I canceled after signing up with the code since I did not want to be surprised by a renewal payment, and was told before cancellation BY THE WEBSITE that my access would remain in force until 1/3/26. After cancelling, my account shows an end date of access on 9/3/25. This is ridiculous and a complete scam, since Chegg's site lied to me.Reinstate my access to Chegg Study Pack until 1/3/26.

  Business Response

  Date: 09/03/2025

  Hello Ruien,
  
  We would like to apologize for any confusion surrounding the subscription on your account and its billing. We do aim for transparency in our interactions and would be happy to explain the subscriptions lifespan and management.
  
  Reviewing your recent interaction with support 09/02/2025 we see the subscription was cancelled on the user end. As a one time exception we have reactivated your Chegg Study Pack subscription, the expiration date is still set to expire 01/03/2026. 
  
  This subscription will expire on the next bill date unless a new payment method is added.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 09/04/2025

   
  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,
  
  Ruien ***

• Initial Complaint

  Date:08/28/2025

  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 rented a textbook through ************************ on April 2nd. It was sent back August 16th and received by the business on August 20th (I have tracking to prove). I am now being charged for the textbook ($107) because I did not return it. I have proof that it was dropped and received by the company. I want my money back and this business to stop stealing its customers!!

  Business Response

  Date: 08/28/2025

  Hello Morgane,

  We appreciate you letting us know about your recent experience.

  We can definitely understand wanting to verify those books got returned, and we're happy to see what we can do to help out with that today.

  Looking things over, we can see this has been resolved during your recent contact with support. It appears the books failed to check in properly upon return. During your recent contact with support, the book was manually checked in and the refund was issued. Youll notice in your account that it states "reported missing," but don't worry about that status. Depending on your financial institution, the refund should take 7 business days to reflect back onto your original form of payment.

  We thank you for your patience while we got this resolved for you.

  Best,
  The Chegg Team

• Initial Complaint

  Date:08/27/2025

  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.

  Chegg charged my debit card $300.16 for not returning a text book. However I did return it and I have an email stating that my book was on its way back from august 14th 2025.

  Business Response

  Date: 08/28/2025

  Hello *****,
  
  We appreciate you letting us know about your recent experience.
  
  We can definitely understand wanting to verify those books got returned, and we're happy to see what we can do to help out with that today.
  
  Looking things over, it appears the books failed to check in properly upon return. We've gone ahead and manually checked those books in for you, you'll notice in your account that it states "reported missing," but don't worry about that status. We've also gone ahead and refunded the extension fees back to you. Those funds should be back in your account within seven business days. We thank you for your patience while we got this resolved for you.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:08/18/2025

  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 started this subscription in 2016, and used it until 2019. I know that the credit card associated with the account was hacked multiple times and the card information and BILLING information has changed, but somehow Chegg was pushing through these charges. I also know that I have not logged into my account in years, and only received a couple receipts over the past few years. I am requesting a refund from 2020 to 2025 and I am extremely upset that they were able to update the billing zipcode/card information without asking me and i am unable to delete my card from my account. How did ******************** get an updated card number in Feburary? Why do i not have any emails about my payment method updating? How did these charges go through with a billing address that changed in 2018? How did they charge an account with a "Billing Address: null ***** US" which they updated automatically? How did this change to ***** zipcode in Feb 2025 that was never associated with a card and how did they update the card number? The Mastercard 2000 has not been valid for multiple years but it was directly charging the bank.

  Business Response

  Date: 08/19/2025

  Hello **,

  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.

  Reviewing your account with the information provided, we were able to locate a Chegg Study subscription that was signed up on 10/27/2016. No successful cancellation had been processed on this subscription until your recent contact with support, which is why charges did continue to process.

  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ************************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

  During your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.

  We can confirm the subscription has been cancelled on 08/17/2025 and the account has been closed to prevent further billing.

  Thank you for your patience while we worked to get this matter resolved.

  Best,
  The Chegg Team

  
  

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23757649
  
  I am rejecting this response because:

  After reviewing it, I must state that their response is not satisfactory and does not resolve my complaint.

  Chegg has framed my complaint as though I claimed the charges were unauthorized or fraudulent. This is not accurate. I did authorize a subscription in 2016, and I did not dispute that.

  My complaint is that Chegg:
  1. Failed to provide electronic receipts for recurring charges  Despite billing me monthly for years, Chegg only sent one receipt (February 2025).
  2. Continued billing after repeatedly updating my payment credentials through the card account updater service without ever providing the required receipts.
  3. Relied on a one-time 2016 order confirmation and static payment history pages instead of sending per-transaction receipts as required by card network rules.

  
  This is a matter of compliance with Mastercard Transaction Processing Rules (Section 5.4.1) and the Visa Stored Credential Transaction Framework, both of which mandate that merchants send an electronic receipt after every billing transaction. A ************************** a self-service payment history page is not a valid substitute.

  Because Chegg did not send receipts, the monthly charges from August 2024August 2025 were improperly documented and deprived me of the ability to verify or contest them in a timely manner.

  Requested Resolution
  I am requesting:
  Refunds for all charges from August 2024 through August 2025, during which no receipts were provided.

  Until this compliance issue is addressed, I do not consider the matter resolved.
  Thank you for your assistance in pursuing a fair and reasonable resolution.
  
  Sincerely,
  
  ** ********

  Business Response

  Date: 08/22/2025

  Hello **,

  We again apologize for your recent experience with Chegg.

  Per our previous response, no successful cancellation had been processed on this subscription until your recent contact with support, which is why charges did continue to process. With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ************************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. The original order confirmation and/or the order receipt accessible through your account may be used as documentation of your purchase.

  During your recent contact with Chegg, it does appear that these charges were claimed as unauthorized or fraudulent. Due to the original charge being billed over 90 days with no prior reports of fraud, any additional charges would need to be resolved directly with your bank, financial institution, or ******. Our billing department will work directly with your bank or financial institution to resolve.  We have extended the maximum amount of refunds an account is eligible for. If you wish to pursue additional refunds, we suggest reaching out to your financial institution directly.

  We can confirm the subscription has been cancelled on 08/17/2025 and the account has been closed to prevent further billing.

  For more information on our policies, please visit *******************************************************

  We thank you for your patience while we worked to get this matter resolved and will now consider this case closed.

  Best,
  The Chegg Team