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:10/21/2025

  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.

  Hello,This company is fraudulantly charging my credit card $15.95 a month for 18 months! I had an account with them for my son under ******************** *I canceled it. They can see that I canceled it. However, they then began to charge my card ending in 6521 on May 2024. I have been calling them and sending emails from the ****************** account begging them to cancel. These have gone ignored or I was brushed off by customer service who said they didn't see billing charges, yet I was continually billed monthly. Then today, Oct 20, 2025, I finally got a representative today who discovered that the reason my cancelation requests continue to be ignored is that they attached my **** card to a false email of *********************** This is not associated with my me, my account or my credit card and I have been falsely charged for far too long to a tune of $************, I talked with a supervisor ******, who apologized and said the previous advocate submitted info to billing team to investigate because the ********************** was not associated with my account they deactivated it but they recommend I dispute with the bank, but the bank says that is them who owe a refund.

  Business Response

  Date: 10/21/2025

  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. 
  
  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 10/20/2025 to prevent future billing, and the account has been closed. 
  
  We thank you for your patience while we got this resolved for you. 
  
  Best regards,
  The Chegg Team

• Initial Complaint

  Date:10/13/2025

  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 am filing this complaint regarding an unresolved issue with Chegg, Inc.I sold a textbook to Chegg and was issued a store credit as part of their policy. However, after the credit was issued and a recent return to school for higher education, Chegg unexpectedly closed my account. As a result, I have been unable to access or use the store credit that I am entitled to.I attempted to contact Chegg customer support to resolve the issue and regain access to my account or receive an alternative method of redeeming my credit, but I have not received a satisfactory resolution. The account closure occurred without warning or explanation, and no alternative access to the credit has been offered.This situation is both unfair and unacceptable, as Chegg is withholding funds/credit that rightfully belong to me as a result of a legitimate return transaction.

  Business Response

  Date: 10/13/2025

  Hello ****,
  
  We would first like to apologize for your experience with Chegg thus far.

  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

  Customer Answer

  Date: 10/13/2025

   
  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.

  I want to acknowledge the quick response that the business made to resolve this issue.  So glad to see the weight of BBB matters to all parties involved.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/09/2025

  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 card after i cancelled the service i imidiatally contacted them and asked they remove the charge from my card as i do not and have not recentlly used this service ai was told oh they can not and their system was going to continue to try to charge my card until it gets the fess i cancelled which makes no sense at all i have recentlly contacted my back as today i see the charge on my account now and want my money back for something i canceled and received confirmation from them it was cancelled see below from my email :Chegg <*****************************************************************************************>Sep 28, 2025, 11:12AM (11 days ago)to me Chegg Logo My Account | My Orders | FAQs Hope youve made happy homework memories.Hi,Your Chegg Study Pack subscription has been canceled. We hope its helped you learn a few things more easily and left you feeling confident.If you end up needing step-by-step solutions again, you know where to find us.I would like them to refund my money and stop charging my account when someone cancells something for a company to say their system is going to continue to try to charge makes no sense and should be against the law i also want all traces of my bank infromation removed from their system completely

  Business Response

  Date: 10/09/2025

  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. We reviewed the information provided, and were able to locate the Chegg Study subscription which began on 08/28/2025. The billing cycle was set to renew on the 28th of each month. We do not see a successful cancellation had been processed on the subscription which is why charges did continue to process. To avoid a charge, the subscription would need to be cancelled prior to the renewal cycle. 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: ***************************************************************

  The charge attempt you are seeing is for the billing month of September 2025. Based on the method of payment, a select number of attempts will be made to try and capture a charge. Reviewing the account we see a successful charge on 10/09/2025 for the September billing cycle. 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.

  Depending on your financial institution the refunds typically take within 5 business days to post back to the original form of payment. We allow users to update / modify their payment method, however for security purposes if a payment method needs to be removed you can contact our support team to assist: *********************************************************************************************************************************************************************** your experience we have taken care of removing the single card associated with the account.
  

  We can confirm each subscription has been cancelled on 10/09/2025 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:10/01/2025

  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 have been trying to cancel my subscription with Chegg for several months. I have not used this service in a very long time, but Chegg continues attempting to charge my account. The charges are being declined, since I do not wish to pay for a service I am not using and have been trying to cancel.I contacted customer support via live chat and spoke with a representative named ******, who informed me that I could not cancel my account unless I first paid the outstanding balance. This is unreasonable and unfair, as I should be allowed to cancel a subscription I no longer want without being forced to pay for unused services.I simply want my Chegg subscription canceled and for the company to stop attempting to charge my account.

  Business Response

  Date: 10/01/2025

  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 your information listed in this complaint, we were able to locate the Chegg Writing subscription which began billing on 12/15/2022. No successful cancellation had been processed on this subscription until 09/18/2025, which is why charges did continue to process.
  
  With Chegg Writing, the subscription is set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing cycle to prevent billing for the next months cycle. 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 confirm the subscription has been cancelled on 09/18/2025. You will continue to have access for the duration of the current bill cycle, which looks like until 10/15/2025. On this date, you will no longer have access and you will get a confirmation email letting you know the service has ended. If you decide you need it again, you can always resubscribe through your Chegg Account! Just a quick heads up, it can take up to one business day for the cancellation to reflect on your account.
  
  Thank you so much for your patience while we worked to get this issue resolved.
  
  Best regards,
  The Chegg team

• 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