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:08/18/2025

  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 cancelled my subscription to an online homework helper, CHEGG, in May 2025. I kept getting billed every month after. I have reached out several times via email for the refund and to cancel any further billing. They have claimed that there is no active account on file. I am still getting billed monthly, even though I have provided them with all information they requested to rectify the situation. The last email I received from them, they started the whole process over as if they never read the last email transactions.

  Business Response

  Date: 08/18/2025

  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 can see this has been resolved. The account located had a ******************** Study subscription which started on 02/12/2025. 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.

  We can see the maximum amount of refunds has been issued on the account. Please expect the refund of the most 90 day billing cycle to process back onto the original form of payment within 7 business days. 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 08/15/2025 and the account has been closed.

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

  Best,
  The Chegg Team

• Initial Complaint

  Date:08/07/2025

  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 ordered a college text book that I wished to rent from this company Chegg.com. I provided payment for the product as well as the shipment of the product but never received it. I did not follow up with the postal service or chegg.com I monitored my bank account to make sure I didn't unintentionally give my card information to an illegitimate site. A couple days ago I received an email telling me I must return the book I never received, I contacted their site and was told that even though I never received the book I would have to pay to replace it because I had waited too long to notify them. The first representative I was speaking to ended the chat and after speaking to the second one I was told the same thing and had the chat ended again while seeking to find out if there was an appeal process. I called the help line and was informed again that I must replace the product I never received.

  Business Response

  Date: 08/07/2025

  Hello ******,
  
  
  We appreciate you letting us know about your recent experience and are here to help clarify the details. 
  
  
  Since this order was placed more than 45 days ago, we were under the impression the book arrived normally and has since been in your possession. With that in mind, since we didn't hear anything from you, the responsibility of being in possession of the book has shifted to you. If this book is lost, you will need to either replace the book(s) with another copy with the same ****, or we will end up charging you for them once the semester ends. Alternatively, you can also choose to purchase the book from within your account on our website in order to cover the lost book. If you do choose to do the path of replacing the book on your own, please be aware the **** must match exactly. With the tracking provided for the order, it does show the book was delivered successfully. 
  
  
  For any questions about this notification policy, please refer to the terms of use on our website: ********************************************************
  
  
  We thank you for your patience while we looked into this matter further.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:07/29/2025

  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.

  I am writing to formally request a full refund for duplicate subscription charges made to my credit card over the past year. For more than 12 months, I have been charged two separate subscription fees per month from a single credit card, despite only maintaining one active Chegg account.I have contacted your support team, who acknowledged the duplicate charges but stated that, based on "industry standards," only three months of charges would be refunded. This explanation is unacceptable, as the duplicate charges continued for well beyond three monthstotaling over 9 months of unjustified ******* addition, I clearly paused my Chegg subscription from April 2025 to November 2025. At the time, I received a confirmation from Chegg confirming that the account was paused. Despite this, my card was continuously charged during this period. When I raised this issue, Chegg claimed no pause request had been received and refused to investigate further, abruptly ending the conversation without resolution.This situation is deeply concerning:Duplicate charges were made each month without **************** subscription was paused, and I received confirmation, yet I was still charged and simply used the same excuse it didn't receive either the cancellation or pause of its subscription. ***** has refused to acknowledge or resolve the full scope of the issue.The company is now withholding the majority of the charges, despite your own agent instructing me to escalate the matter for review.I kindly request a full refund for all duplicate and unauthorized charges, including those made while my subscription was paused. I expect a timely resolution and an explanation as to how this situation occurred and why proper corrective action was not taken sooner.

  Business Response

  Date: 07/30/2025

  Hello *****,
  
  
  We appreciate you letting us know about your recent experience and are here to look into this matter further for you.
  
  
  Reviewing your accounts with the information provided, we were able to locate the Chegg Study subscriptions. No successful cancellation had been processed on this subscription 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.
  
  
  Typically subscription charges are non refundable per our terms of use, but in extenuating circumstances an account is able to access the most recent 90 day billing cycle synonymous with a financial institution. We have extended a refund on the accounts, which includes the most recent 90 days for both accounts totaling 6 charges that was refunded. Please allow 7 business days for the refunds to post back to the original form of payment. Due to the original charge on the account billing over 90 days, if you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  
  At this time, we can confirm the subscription has been cancelled 07/30/2025, so no further charges will continue.
  
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23662692
  
  I am rejecting this response because:

  1. Regarding my 1st account: 
  The 1st account does not function and thus I requested Chegg to cancel it and then I did not use it. ***** confirmed that my subscription was successfully canceled and assured me that no further charges would occur. However, despite this confirmation, ***** continued to charge my account. I created a 2nd Chegg account as it can function and was charged each month, but I was unaware that the 1st account was still being billed. As a result, I was charged for two subscriptions each month without realizing it. Before submitting this complaint to the BBB, I contacted Chegg directly, but  Chegg  suddenly claimed it never received my cancellation and refused to issue a refund.
  
  2. Regarding my 2nd account:
  I paused the subscription during the summer and saved a screenshot confirming the cancellation. Despite this, Chegg also continued to charge me each month throughout the summer. When I raised this concern, ***** again claimed Chegg had no record of the pause request.
  
  In conclusion:
  It appears that, regardless of whether a customer requests cancellation or a pause, Chegg continues to charge subscription fees anyway. Even after I pointed out that I had been charged two subscription fees per month consistently, Chegg acknowledged the duplicate billing but still relied on the same excusethat they did not receive any cancellation or pause requestsand refused to issue a refund.

  Sincerely,
  - *****

  Business Response

  Date: 07/31/2025

  Hello *****,
  
  
  We appreciate you letting us know about your recent experience and are here to help clarify the details. 
  
  
  Due to the original charge being billed over 90 days with no prior reports of unauthorized charges, any charges thereafter 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.
  
  
  With this being said, typically our subscriptions are non-refundable per our terms of use (please refer to ***************************************************). We were able to extend a one-time courtesy refund synonymous with a bank dating back 90 days for both accounts which this exception was made for your case. 
  
  
  We can confirm the subscription was cancelled on 07/28/2024.
  
  
  Per our previous response, while we were not able to reach your desired resolution, we will not be altering the one provided. 
  
  
  We thank you for your patience while we looked into this matter further and we will now be considering this case closed.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23662692
  
  I am rejecting this response because:

  Chegg was aware that the subscriptions had been canceled but continued to silently and automatically charge the customer without consent. When asked for a refund, Chegg refused and directed the customer to resolve the issue with their bank instead. However, this is a problem caused by *****, not the customers bank. Chegg also knew that the bank cannot process disputes for more than 14 duplicate monthly subscription charges, and appeared to rely on this limitation to avoid taking responsibility for the overcharges. This is not a resolution, but a deliberate attempt to avoid properly addressing the issue.
  

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/17/2025

  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.

  On May 13th, 2025, I signed up for the Chegg Study Pack under their monthly subscription. I only use Chegg occasionally, so my typical practice is to subscribe for a single month or during the semester when needed and cancel before the renewal date to avoid further charges. This method has worked smoothly in the past, and Ive always ensured I cancel in a timely manner.This time, however, my bank flagged a recurring charge from Chegg as potentially unauthorized. As soon as I received the alert, I immediately canceled my ***** subscription via their website. Despite my cancellation and the prior flag from my bank, Chegg still processed the charge and refused to issue a refund. Instead of canceling the subscription they repeatedly billed my card until successful. If I flag a transaction as fraud my bank automatically issues me a new debit card and I didnt want to go through the hassle of changing all my current payments again for a simple issue. I contacted ***** customer service and explained the situation. They acknowledged that I had received a refund once before for a similar billing issue and informed me they would not issue another refund. I find this practice unreasonable. My usage pattern is clear, and this charge occurred due to an oversight that I attempted to correct immediately. I never accessed the service during the current billing cycle and believe a refund is fair and warranted.Cheggs unwillingness to consider the individual circumstances or offer any flexibility especially after I acted promptly demonstrates poor customer service. I am simply asking for a refund for the most recent unauthorized charge, which amounts to $21.05, and for Chegg to stop any future recurring charges.

  Business Response

  Date: 07/18/2025

  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 an annual Chegg Study Pack subscription purchased on. No successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  
  With Chegg Study Pack, 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.
  
  
  Typically subscription charges are non refundable per our terms of use, but we have extended a refund on the account for the most recent billing cycle. Please allow 7 business days for the refunds to post back to the original form of payment. 
  
  
  At this time, we can confirm the subscription has been cancelled 07/18/2025, so no further charges will continue.
  
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 07/24/2025

   
  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:07/16/2025

  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.

  Chegg has been billing me ***** every month for almost 2 years passed the moment my subscription expired. I recently requested in May to have my account fully deleted, thinking that would help. The company emailed me saying it was complete and now ive been billed the same amount for June and ******* subscription expired October of 2023.

  Business Response

  Date: 07/16/2025

  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:07/11/2025

  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 wish I could explain everything, because it was worse than this review. I ordered a 2-volume set for a 4-week rotation. I couldnt order earlier without the syllabus, so I ordered when I could. They only sent Vol. 1, despite my order clearly being for both. I received it late Thursday, too late to contact them, so I reached out Friday. I was told I'd hear back by Saturday or Monday. I waited until Monday eveningnothing. Then they told me to wait another 72 hours just to locate the ordernot to ship Vol. 2, not even a tracking number, just to investigate. The representative, Matte, was rude and even left notes on my account blocking others from helping. Eventually, another agent said it wasnt Cheggs issue, it was Valores. ****** said it was Cheggs. No one helped. I had to reorder elsewhere. Returning the book was a hassle since Im in an unfamiliar city. The label wasnt set up for pickup, despite *** coming daily. I had to pay $9.50 for that. I want my $40.49 + $9.50 back.

  Business Response

  Date: 07/11/2025

  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 the textbook order for the title ********** Principles of Internal Medicine, Twenty-First Edition (Vol.1 & Vol.2).
  
  
  We have a 21-day any reason guarantee, which means that you can return your textbooks for a refund as long as they are postmarked within 21-days from the date you placed your order. Once delivered to our warehouse it can take up to 10 business days to check-in. Once the book is checked in at our warehouse, you will be refunded the price you paid for the book minus shipping. That refund will reflect back on your account within 7 business days of being initiated. 
  We reviewed your contact history with our customer support and a refund has been issued back to the original payment method, please allow 7 business days for it to reflect on the account. 
  
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23583731
  
  I am rejecting this response because:  the 21 day policy would be assuming I received my order and changed my mind.  I never actually received my order.  That's why I need something other than the usual policy.  I did try to work with Chegg.  These are the options I tried

  1.  Requesting volume 2:  Chegg declined/ignored.  Days later (a week later), you have not produced vol. 2, made any effort to produce it, and I have no communication saying you in fact found my order.  What you have proof of delivery on is *not* my order.  That's why we are having this situation.  If I had received my order, I would have considered your standard terms appropriate.  That's what we contractually agreed on when I ordered it and you paid.  
  2.  ********** pick up the package:   Chegg declined to offer a label that *** picks packages up on.  I tried to do that with ***.  They said it's the wrong kind of label, and Chegg would have to change it.  I'm still amenable to this option if you want to correct the label.  
  3.  Reimbursing me for *** coming to get it:  Chegg declined, but again, I'm still amenable to that option.  If your software can't fix the label, then i can do it, as long as you agree to pay the pick up fee.  This is a result of you not delivering the order I paid for.  I have not received what I rented.  You sent me the wrong thing, so I can't really be held liable for 21 days of your mistake.  I read through the terms, and it doesn't say I have to pay a rental fee on what I didn't rent.
  4.  Extend for free to the end of the 42 days, but don't charge me, so I have time to get back to my city.  In other words, instead of charging me, refund me, and I will get it back to you in the timeframe I agreed on by whatever means I have to do this.  After all, if you had done what you agreed on when I made the rental, then that would be the obligation.  So refund me $35.49 beyond the 21 days to account for the hardship you are putting me in.  Normally it would be ******************************************************************************************************************** by now.  We are outside of what is normal.  Of course, if I failed to return it in the originally agreed on time (even though it's not the correct order, but I chose the time frame based on my knowledge of my circumstances and when I would be able to manage this), then that make sense to charge me for this incorrect order because I can't just hold onto what you sent me.  I really want to get it back to you.  I just need you to help me do that,.

  I'm rejecting it because what you are saying would only make sense if I received my order.  I did receive something, just not my order.  So based on what you are saying, even though I didn't receive my order, I only have 14 days left to get this incorrect order back to you.  I didn't change my mind.  You didn't fulfill the order.  That's the issue.  If need be, I can send a picture showing what you sent versus what I ordered.  I already attached the receipt showing what I ordered, which isn't what I received.  And I'm traveling on an away rotation, without normal transportation nor familiarity with the city I'm in.  That's why I was counting on Chegg, but Chegg wasn't able to fulfill the order.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/15/2025

  
  Hello *******,
  
  
  Thank you for the clarification, and we truly appreciate the detailed context youve provided.
  
  
  Yes, we can definitely help you out. In order to proceed, the first step is for the originally received book to be returned. Once that return is completed and scanned by the carrier, an automatic refund will be processed within 7 days. Since you created a *** label separate from ****** offered label enabling a pick-up, we do not have the capability to refund it due to it being a label from *** directly. We sincerely apologize and can push for the full refund of the original order once the tracking number for the return is provided which is not a part of our typical process but we are making an exception for the full refund quickly. 
  
  
  We also want to thank you for confirming that you were looking to have the book picked up. Unfortunately, we do not currently offer the option for *** to pick up packages directly from a customer's location. Upon reviewing your account, we can see that multiple return labels have been generated, each requiring drop-off at a *** location, and there are currently no exceptions available for this process.
  
  
  That said, we absolutely understand your frustration and that this situation falls outside the scope of a typical rental experience. What we can offer is a full refund on top of the refund that had already been issued for your shipping fee originally for the order.
  
  
  Again, we would like to apologize for the inconveniences this may have caused and aim to resolve this for you as soon as possible.
  
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23583731
  
  I am rejecting this response because:  it didn't resolve my problem.  However, I have to also add that someone else from Chegg reached out and offered the appropriate solution.  So, I can't click "accept" since I don't accept what you said.  I do though consider the matter closed because someone else from Chegg understood the real problem that the order was never received and solved the problem appropriately.  I wish there were a way to close the complaint that didn't indicate I approve of what you said, since it was a denial of the mistake you made in essence by making your mistake my problem.  Perhaps someone at BBB knows how to correctly file this, and I am always appreciative that we have resources like this when companies do not behave responsibly.  I do wish you all the best. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/07/2025

  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 paid for a product, I then received a notice saying I was no longer able to use the product. I talked to 2 customer service representatives who did not help me, were very patronizing, did not listen to me and did not resolve my problem.

  Business Response

  Date: 07/07/2025

  Hello ******, 
   
  We appreciate you letting us know about your recent experience. 
   
  Under our terms of use, a subscription may be used by only one user. Recent activity on the subscription, such as multiple devices registering on the account simultaneously, combined with other usage patterns, triggered an alert that there may be more than one person using the subscription. When the account is suspended, we will investigate the account more thoroughly and get back to you within 48 hours with a final decision. Reviewing the account we see the suspension has since been lifted.
  
  For more information regarding account sharing please see our FAQ: ********************************************************************************************************************************
   
  We thank you for your patience and understanding while we looked into this matter further. 
   
  Best Regards, 
  The Chegg Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23560186
  
  I am rejecting this response because:

  I have only ever used this service on the app on my phone. Just me. You obviously saw that when reviewed I broke no rules, was treated terribly by customer service, was told I violated a copy write law, (which was probably me screenshotting the notification that my account was suspended after being told it was reinstated) and lost access to the service I pay for for 2 days. 
  

  It still has not been acknowledged by this company that I did nothing wrong and you should not have taken action against me. Further. I never had had someone sign an email with their name leaving me unable to hold anyone accountable, and I receive replies DAYS later. I also need a refund for the time I was unable to use my service. And ensured that this will not occur again  
  

  if you are unable to provide this - escalate me to someone who will. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/08/2025

  We appreciate your prompt response and are here to provide clarity.
  
  Your account has been temporarily suspended because of unusual activity that may be in violation of our Terms of Use. When this happens, you can log into your account to determine whether it can be released or will remain suspendedheres how.
  
   
  Want to avoid this happening again? The following tips can help:
  Most importantly: make sure no one else is using your account, and that youre not using theirs.
  -Chegg Study allows for three devices to access your account in a given month. Stick to Chegg.com or the Chegg Study app, as using third-party sites or apps to search for questions can look like a new device.
  -Use Chegg Study on just one browser, and avoid incognito mode.
  -Need to use Chegg Study on your phone? Use the Chegg Study app instead of your phones browser. Accessing through the phones browser may make your phone appear like a different device each time you use the site due default privacy settings.
  -If you live, work, and go to school in different cities, consider using a single device to access Chegg Study.
  -Avoid taking screenshots of any Chegg pages.
  -Finally, reset your password to make sure no one is accessing your account without your knowledge.
  

  Reviewing the account located, we see multiple questions asked in a short period of time which may have reflected as multiple users on a single account.

  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 billing cycle, however in order to issue a refund the subscription needs to be terminated. If you wish to continue using the service we suggest resubscribing.
  
  Depending on your financial institution the refunds typically take within 7 business days to post back to the original form of payment.

   

  Thank you so much for your patience while we worked to get this issue resolved.

   

  Thank you, 

   

  The Chegg Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23560186
  
  I am rejecting this response because:
  
  again. I did nothing wrong. Asking multiple questions is literally the purpose of this app. I am the only one logged in. On one app. On one phone. 

  do not cancel anything? I literally paid for it? What is wrong with yall? You cant acknowledge in short simple terms what I said.

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

  Business Response

  Date: 07/10/2025

  Hello ******,
  
  Again, we would like to apologize for your experience with Chegg.
  
  We look at many different things on accounts when it is suspended because of unusual activity. At *****, we always assume best-intent from our students. However, in order to protect our users and content, we may take measures to prevent content capture and other forms of misuse of our product. We reserve the right to restrict the number of devices, payment methods, access locations, screenshots, subjects, topics, and content a user can access over a given time period. 
  
  We see the account was temporarily suspended as a precaution in order for it to be reviewed and was released within 48 hours. The subscription was refunded as requested, if you wish to continue using the service we suggest resubscribing.
  
  
  We appreciate your feedback regarding these processes and thank you for your patience and understanding while we looked into this matter further
  
  Best,
  The Chegg Team

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23560186
  
  I am rejecting this response because:
  
  What I asked for did not occur. In fact my problem was made worse. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/07/2025

  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.

  This company has been charging me monthly for a service that I did not sign up for. I wrote them a letter on June 6, 2025, asking them to stop this charge and to reimburse me for charges that began 2/5/2024 in the amount of $271.15. This was ignored and they just charged me again on July 3, 2025. They have been using my debit card, however, my card number was replaced on July 2, 2024 and again on March 3, 2025. How did they continue charging me continuously when the card number had been ********** letter to them received no reply. I want something done about the fraudulent chages.

  Business Response

  Date: 07/07/2025

  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.
  
  After reviewing the information provided, we were able to locate the Chegg Study Pack subscription which began on 02/03/2024. No successful cancellation had been processed on this subscription 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. 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 5 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 can confirm the membership has been cancelled on 07/07/2025 and will no longer bill you further.
  
  Thank you so much for your patience while we worked to get this issue resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  Date:07/01/2025

  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 chatted with chegg for help with an account. I asked for my account to be cancelled, and I gave this email address above. I thought there could be others but this email ******************** was never caught. I have been charged for this for the past 2 years and was unaware and could not figure out why I was being charged until today when someone finally found this account. I have not been in school for the past 2 years being charged. Cant you look and see the last time i signed in? I would like a refund for all of this money I am out and NEVER used.

  Business Response

  Date: 07/07/2025

  Hello Austin,
  
  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 were able to locate the  Chegg Study subscription which began on 03/12/2023. We can confirm the account was located and the subscription was cancelled on 07/01/2025 during your recent contact with customer support.
  
  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. 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

• Initial Complaint

  Date:06/26/2025

  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.

  On January 17, 2025 I ordered a text book from Chegg.com as a rental. Thus the book must be returned. I put the textbook in a box, put the return label on it, and dropped it off at a ********** on May 30, 2025. I received an email a day later saying Thanks for sending your book back (see attached image). Finally, today i received an email saying i didnt send my book back and that they charged my card (which they did) for keeping the book. (See other attached image) The problem is I haven't kept the book, i sent it back and they even said so and yet they still charged me for a book I dont have. I have called Chegg.com support and have been on hold for nearly an hour now without anyone answering. This is unacceptable! The charge in my credit card was $50.71.

  Business Response

  Date: 06/26/2025

  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 the textbook order for the title Introduction to Cities.
  
  As long as you send the book(s) back to us within 7 days of being charged you will automatically receive a refund when your book checks into our warehouse. You will receive emails when your book(s) are received, checked in, and when the refund is processed. Once it is processed it can take up to 7 business days for those funds to return to your original method of payment.
  
  We reviewed your contact history with our customer support and a refund has been issued back to the original payment method, please allow 7 business days for it to reflect on the account. 
  
  We thank you for your patience while we got this resolved for you.
  
  
  Best,
  The Chegg Team