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:09/11/2025

  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

• 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:08/14/2025

  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 3 books for rental on 5/10/25. On 8/6/25 I got an email reminder that my book rentals were due. As I needed them for longer, I went to pay for a rental extension as I had done before. I saw there was no option to extend, only purchase. When I reached out to Chegg customer service, I was informed their textbook rentals were taken over by ****** and that I could either purchase the books or return them to Chegg and reorder from Valore. Seeing as I did not have time to return and repurchase the books due to my current classes, I purchased the books the evening of 8/13/25. After looking at the receipt of my purchase, I found I was overcharged as I was charged an "Item price" and a "Purchase + Yours to keep" price in addition to the $231.14 I paid to rent the books on 5/10/25.

  Business Response

  Date: 08/14/2025

  Hello *******,
  
  We apologize for your recent experience with Chegg and are here to help clarify the details.
  
  As of July 1st, 2025, Chegg no longer manages textbook orders, so extending your textbook is no longer an available option. Students have the option to return it and reorder on our partner website, **********, or you can also choose to purchase it instead of returning it. Communication regarding this change was announced prior to the transition, with the new policy effective as of July 1st, 2025.
  
  After reviewing your account, we can confirm that the processing fees were charged correctly. We can see the total of the purchase fees (Purchased + Yours to Keep) charged on 08/13/2025, in addition to what you had already paid to rent the books (the item price) charged back in May 2025. Rest assured, you were only charged for the purchase fees on 08/13/2025. Students can see how much it costs to purchase their existing rental by clicking on the Extensions Icon on your account and selecting Purchase To Keep. Note: This option is only available if the due date is before August 15th, 2025. We calculate the purchase price of the book after it is rented based on the price it was when the student rented it. We also take the rented price into the total. For example, if you rented a book for $25 and it cost $100 to purchase, if you decide to buy the book after you rented it, we will charge $75. The list price is the current full sale price of the textbook minus any rental fees you have already paid. Rental fees paid is the amount youve already paid to rent the book. The remaining amount is what youll be charged to purchase it.
  
  Again, we apologize for any confusion this may have caused. For future textbook orders placed with ******, please visit  ****************************
  
  We thank you for your patience as we worked to get this matter resolved.
  
  Best,
  The Chegg Team
  

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23744850
  
  I am rejecting this response because: According to the response I received, the $231 I paid on May 10th, 2025 to rent my books should have been deducted from the purchase price, which has not happened for me. I also received no notification that Chegg was no longer managing the textbook rentals I had.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 08/22/2025

  Hello *******,

  We again apologize for your recent experience with Chegg and are here to help clarify the details.

  Please note that the amount paid for renting the books is separate from the purchase price. We do not deduct rental fees previously paid from the cost to purchase the books for permanent ownership.

  Per our previous response, we calculate the purchase price of the book after it is rented based on the price it was when the student rented it. We also take the rented price into the total. For example, if you rented a book for $25 and it cost $100 to purchase, if you decide to buy the book after you rented it, we will charge $75. Rental fees paid is the amount youve already paid to rent the book. The remaining amount listed is what youll be charged to purchase it. As of July 1st, 2025, Chegg no longer manages textbook orders. Communication regarding this change was announced prior to the transition, with the new policy effective as of July 1st, 2025. Nonetheless, students may choose to either purchase the rental book or return the rental book and rent it on Valore or through other available platforms.

  For future textbook orders placed with ******, 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

• 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