Hello ******, We're sorry to hear about the stress of discovering unexpected charges after you had reached out to support in March to cancel. We are not able to see any cancellations processed in the month of March on the account listed in this complaint. We do see the membership has been cancelled as of 9/6/19 with refunds processed for June-August on 9/9/19. We are able to process 3 additional refunds for you for the months since your initial contact. This will cover the months from March-May for a total refunded amount of $44.85. These funds will be returned within 5 business days of today, 9/10/19. Thank you for your patience and understanding in getting the matter fully resolved. Best of luck in your future endeavors! Best regards, The Chegg Team

(The consumer indicated he/she DID NOT accept the response from the business.) In the future, please have a tracking system to track when customers call and what they are calling about so that you are not fully reliant on humans providing this kind of customer service. If your customer service reps can alter the system and input notes, and a customer cannot see or dispute the notes or details, it is unfair to the customer what happens after a rep takes dishonest action to further disrespect and slight an already frustrated customer. The continual charges from March to August caused a lot of issues with my bank, and only getting back the charges for those months and not the fees associated with the charges is frustrating. I may not use your services in the future because of this.

Hi ******, We apologize if this was unclear in our initial response, but our systems do automatically capture incoming calls as well as any instance of a support advocate interacting with a student's account - be that for a cancellation or notation. These records are automatic and cannot be deleted or otherwise altered by advocates. For the account in question, there is no record of contact, notes, or actions taken by support advocates so while we were not able to confirm you spoke with an advocate about the cancellation on this specific account in March, we did want to make sure your initial request was honored. We truly do apologize for the added stress of the unexpected charges when dealing with your bank account and we hope that providing the resolution you requested, a full refund for all charges since March, is received in good faith. Best regards, The Chegg Team

Hello *****, We'd like to apologize for the lack of clarity surrounding the charges and refund policies for your Chegg subscription services. When a subscription is activated on your Chegg account, an agreement is made to pay the renewal fee automatically each month on the same date. The subscription will bill until it is cancelled at the student's discretion which can be done at any time online through Chegg.com or through reaching out to Chegg support. There were no cancellations made until 9/4/2019 which is why your membership fees did persist beyond your graduation date. Chegg subscription services are non-refundable and this includes cases of non-use as the charges provide access to the service and any ussage is left to the discretion of the student. Student Advocates do have the ability to process refunds as a courtesy, though this is generally limited to one refund per service per account lifetime. Because of the duration of your billing beyond your graduation date, the Student Advocate you worked with did work to issue the maximum our system will allow which was 3 charges for each of the services. All 6 refunds processed on 9/5 will be arriving back to the original payment method within 5 business days. Thank you for your understanding and good luck post-graduation! Best regards, The Chegg Team

(The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable. The business should refund the remaining payments. I have spent a lot of money at Chegg through my years in college. This should and needs to be refunded. It was a service that was never used.

Hi *****, While we understand the frustration of paying for a service that was not actively being used, charges are not determined by usage. Agreements were made for each of your subscriptions for Chegg to provide access to the services for each month a payment was taken until the subscriptions were cancelled. The services were accessible for use as honored per our agreement but the frequency of use is up to the subscriber. When you reached out to our support team on 09/04/19, our support advocate did go above and beyond by waiving our non-refundable policy to issue refunds on 90 days worth of charges for each of the services as a courtesy. However, these are the only charges we are able to modify and we will not be issuing additional refunds. Best regards, The Chegg Team

Hello *****, We'd like to apologize for the lack of clarity surrounding persistent charges on an expired card. To provide some additional context as to how the charges were able to successfully go through after you had updated your Visa card, the billing system charges directly to the account using the card as the initial connection. Banks/credit card companies will often allow previously authorized, recurring-fees through to the account even in the event the card expires or a new card number is issued. In doing a thorough investigation of your billing history, we were able to locate two accounts on Chegg.com with your information attached. The reason it appeared as through you had been charged after processing the cancellation was because the second account had an actively billing subscription after the cancellation on the first account. Each account had an active Chegg Study membership but both have now been cancelled. One membership was cancelled as of 7/9/19 while the second account was cancelled on 9/3/2019. You will no longer see membership fees coming from either identified accounts. Your card information has been removed from both accounts and they have been completely deactivated. If you do need to come back to Chegg to use our services, you'll just need to create a new account. Thank you for your patience and understanding in getting charges completely stopped and your card information removed. Best regards, The Chegg Team

(The consumer indicated he/she ACCEPTED the response from the business.) I accept this response and appreciate the professionalism. I will say however because visa let's us is not a good enough excuse to do something.

Called Chegg on 9/6/2019, one representative name "******" had help & refund me back of three months credits. Not full refund although, but I am satisfied with the way they treat customer.