ComplaintsforChegg.com

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Initial Complaint
04/03/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a subscription on March 24th, account was suspended for suspicious activity on 4/2. There is no suspicious activity, I answered all questions and they still refused to release the account. The account was not shared and was only accessed on one desktop computer, by me, in one city. I am 53 years old and continuing my education, I couldn't find someone to share this account with if I wanted to share it. Yes, I used more than one browser and yes, I googled questions first because this websites search features stink. Yes I looked up more than *************** one day, that's really not your business and doesn't suggest I'm sharing the account. It suggests that I'm in a hurry and have a lot of time to do this, which is why I bought a subscription. They said I had to wait x amount of days for the account to be reviewed. I paid for a subscription that they are preventing me from using. This is unethical and they owe me a refund.
Business response
04/04/2024
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.

We see the subscription was cancelled on the users end so the subscription will no longer bill. While the Chegg ************* charges are non-refundable per our terms of use, in this instance we have made an exception, and we were able to honor a refund for the most recent billing cycle as a one time courtesy. Depending on your financial institution, the refund can typically take within 5 business days to post back to the original form of payment.

We thank you for your patience and understanding while we looked into this matter further.

Best Regards,
The Chegg Team
Customer response
04/04/2024

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
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have never had a Chegg.com account, never signed up for anything from their website and they have been charging me over $20 a month for 3 years. I have gotten 7 new debit cards and they always find a way to continue charging me fraudulently. I have contacted Chegg and they refuse to help me resolve this because I dont have an account number because I never signed up for their services. I dont know what to do at this point other than change my financial institution.
Business response
04/02/2024
Hello ***,

We would like to apologize again for your experience.

We sent a follow up response to the email provided on the complaint with the Complaint ID# as the Subject Line.

Please let us know if you see the email, if not we will try sending it an additional time.

Thank you again for your patience while we look into this matter.

Best,
The Chegg Team
Initial Complaint
04/01/2024
Complaint Type:
Product Issues
Status:
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.
Chegg is a book subscription for college students.. My son signed up for this in 2020 and canceled it in 2022. We have been charged every month since cancelation $16.95 and $10.95 each month. I have contacted them 4 times and my son did 3 times telling them they are still charging and they say its all set. You cannot speak with anyone it is all chat online. This is fraud.. We have been paying for 2 years without using the services as my som has not been in school for 2 years. I spoke with many people having the same issue. Something needs to be done about this company and I would like a refund of 2 years worth of money taken.
Business response
04/01/2024
Hello ****,

We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.

After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 02/22/2021. No successful cancellation had been processed on this subscription until 02/17/2023, which is why charges did continue to process. We can confirm no additional charges occurred on this subscription after it had been cancelled.

We also see another EasyBib Plus monthly subscription which began on 01/28/2021. No successful cancellation had been processed on this subscription until 03/01/2024, which is why charges did continue to process.

We were also able to locate an additional Chegg Study subscription on a secondary account which began on 04/30/2019. No successful cancellation had been processed on this subscription which is why charges did continue to process. We have taken care of cancelling this subscription on 04/01/2024 to prevent additional billing.

With Chegg subscriptions, these are set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing date to prevent the next billing 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 billing month in which your request to cancel was received and the cancellation confirmation will be sent at the end of the cycle. You can also contact customer support to cancel the membership.

During your recent contact with Chegg on 03/01/2024, 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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

We can confirm each subscription has been cancelled on 02/17/2023, 03/01/2024, as well as 04/01/2024 and will no longer bill you further.

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

Best,
The Chegg Team
Initial Complaint
03/25/2024
Complaint Type:
Order Issues
Status:
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.
I got a membership with Chegg and they charged $19.95 on February 23, 2024, on my CC ending 6733 using my account email address ******************************* I canceled the same week because all the answers were incorrect. How can they sell stuff that is all wrong? They are providing a product and no matter what fine print they write, they have to ensure the product helps! Please refund me!
Business response
03/25/2024
Hi *****,

We would like to again apologize for your recent experience with Chegg.

For clarification, a Chegg Study Pack subscription charging in the amount of $19.95 was started on February 23rd, 2024 that was subsequently cancelled on February 25th, 2024 due to your recent contact to us on this date.

After an investigation it appears the account had violated our Terms of Service (more information can be found at ***************************************************). Due to the violation, the account was closed on February 26th, 2024.

The Chegg Study Pack subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

With the account being closed, we are unable to conduct any further actions on the account. We recommend to refer you to dispute the charge with your financial institution and our billing team will work with them on the charge.

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

Best,
The Chegg Team
Customer response
03/30/2024

Complaint: 21481259

I am rejecting this response because I closed this account myself. My account was never closed by Chegg due to any kind of violation of contract/terms of service. I did a message online on your website and asked for cancellation. I want to remind eveyone that this website is not worth membership because most answers were incorrect. Please refund my money asap.

Sincerely,
*******************
Business response
04/01/2024
Hello *****,

We understand your concern.

Per our previous response, under the account with the email provided there was a cancellation requested on 02/25/24. Subsequently on 02/26/24 the account was closed due to a terms of service violation.

The Chegg Study Pack subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

We recommend to refer you to dispute the charge with your financial institution and our billing team will work with them on the charge.

We thank you for your patience and will consider this matter closed.

Best,
The Chegg Team
Initial Complaint
03/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have proof that I canceled my subscription on July 24 2023 and let it run until August 24 2023 after I had canceled it. But today on March 24th 2024 I was charged for a purchase I did not make. I contacted the customer service and they said I was ineligible to receive a refund because they did this before and already sent my money back. However they are now taking my money again and refuse to give it back to me.
Business response
03/25/2024
Hi ****,

We would like to again apologize for your recent experience with Chegg.

For clarification, a Chegg Study subscription charging in the amount of $17.17 was started on July 24th, 2023 that was subsequently cancelled on March 25th, 2024 due to your recent contact to us on this date.

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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

The Chegg Study subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

We can assure you it was cancelled on March 25th and there will be no further charges from the account.

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

Best,
The Chegg Team
Business response
03/25/2024
Hi ****,

We would like to again apologize for your recent experience with Chegg.

For clarification, a Chegg Study subscription charging in the amount of $17.17 was started on July 24th, 2023 that was subsequently cancelled on March 25th, 2024 due to your recent contact to us on this date.

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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

The Chegg Study subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

We can assure you it was cancelled on March 25th and there will be no further charges from the account.

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

Best,
The Chegg Team
Business response
03/25/2024
Hi ****,

We would like to again apologize for your recent experience with Chegg.

For clarification, a Chegg Study subscription charging in the amount of $17.17 was started on July 24th, 2023 that was subsequently cancelled on March 25th, 2024 due to your recent contact to us on this date.

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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

The Chegg Study subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

We can assure you it was cancelled on March 25th and there will be no further charges from the account.

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

Best,
The Chegg Team
Business response
03/25/2024
Hi ****,

We would like to again apologize for your recent experience with Chegg.

For clarification, a Chegg Study subscription charging in the amount of $17.17 was started on July 24th, 2023 that was subsequently cancelled on March 25th, 2024 due to your recent contact to us on this date.

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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

The Chegg Study subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 billing month in which your request to cancel was received. You can also contact customer support to cancel the membership.

We can assure you it was cancelled on March 25th and there will be no further charges from the account.

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

Best,
The Chegg Team
Customer response
03/25/2024

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 have filed a dispute with my bank.

Sincerely,

*********************
Initial Complaint
03/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I had unauthorized charges made on my account and the company is refusing to refund me my money.
Business response
03/25/2024
Hi *********,
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.
Based off the information provided, we were able to locate the Chegg Study Pack subscription which began billing on 11/03/2023. No successful cancellation had been processed on this subscription until your previous contact with support on 03/10/2024, which is why charges did continue to process.
The Chegg Study Pack subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered.
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 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 support, 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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.
We can assure you the subscription has been cancelled on 03/10/2024 and there will be no further charges from the account.
We thank you for your patience while we worked to get this matter resolved.
Best,
The Chegg Team
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled my subscription in October 2023. It wasn't until today that sent me an email that my payment for the month of March 2024 couldn't be processed that I realized they had done something illegal. Upon checking my account, I had actually been billed for the months of October, November, December, and January. Two of those months (December and January) involved them billing a debit card that had expired. I can't begin to understand how that is even possible.I called customer support to try to get the situation resolved and the lady simply said she couldn't find a record of a cancelation request. She asked for a confirmation email which I couldn't produce because I likely deleted it back in October thinking the matter was over.This situation can only be resolved with a complete refund of the 4 months I was illegally billed. A response that you cannot find any record of my cancelation request will not be satisfactory.Anything less than a full refund will leave me with no option other than to attempt a charge back through my credit card company, and if that does not work I will seek legal recourse because some research on various platforms has led me to the conclusion that this scam is used by this company on many users.
Business response
03/18/2024
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 purchased on 09/15/2023. 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, however as a one-time courtesy we have issued a refund for the most recent 90 days of charges. Please allow 5 business days for the refunds to post back to the original form of payment. Due to the original charges 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 03/18/2024, so no further charges will continue.

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

Best,
The Chegg Team
Customer response
03/25/2024

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 for the time being. I have contacted my bank's fraud department to get the 4th month's billing reversed but that is unlikely be resolved within the 10 calendar day window, so I will file a separate complaint if that proves unsuccessful.

Sincerely,

*********************
Initial Complaint
03/11/2024
Complaint Type:
Order Issues
Status:
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.
My son ordered an e-book from Chegg on 4/19/2020 which included a monthly subscription. The subscription was $14.95/month (and increased to $15.95/month in 10/2023). My son failed to cancel the subscription and my credit card has been charged every month since the original order date. To date my credit card has been charged a total of $673.80 (shame on me for not paying better attention to charges on my account). I contacted ******************** on 3/5/2024, the subscription was cancelled. I did not recognize the email associated with the account and the representative flagged the account for fraud. The next day I responded to an email from Chegg and indicated the email address was my son's girlfriend's and no longer wanted to pursue the fraud aspect of the account. I also requested the "last use" of the e-book date and indicated once that date was determined, we could discuss a refund. I was told since the account was now flagged as fraud, the rep no longer had access to the account. I then contacted a Chegg supervisor on 3/6/2024 and spoke with ******. He too indicated he was not able to access the account and continued to tell me to contact my financial institution to dispute the charges, which makes no sense - my issue is with Chegg. I am looking for a reasonable refund. It seems crazy to me that a company can continue and even increase a monthly subscription over the course of 4 years without alerting the consumer.
Business response
03/11/2024
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, it appears this has since been resolved. We can see the most recent eTextbook rental on the account was purchased on 04/19/2020 with an expiration date of 10/16/2020. The eTextbook rental was ordered separately from the Chegg Study subscription. The Chegg Study subscription began billing on 07/18/2021. No successful cancellation had been processed on this subscription until your previous contact on 03/06/2024, 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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

We can confirm the subscription has been cancelled on 03/06/2024 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
Customer response
03/18/2024

Complaint: 21412884

I am rejecting this response because: Very clearly my student did not realize he had to cancel the subscription after the trial period. I respectfully request a refund in the amount of $250.00

Sincerely,

*********************
Business response
03/21/2024
Hello *****,

We would like to apologize again for what you may be experiencing.

Per our previous response, the Chegg Study subscription began billing on 07/18/2021. No successful cancellation had been processed on this subscription until your previous contact on 03/06/2024, which is why charges did continue to process.

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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

We can confirm the subscription has been cancelled on 03/06/2024 and will no longer bill you further.

We cannot offer any alternatives to this resolution and will now consider this case closed.

Best,
The Chegg Team
Customer response
03/26/2024

Complaint: 21412884

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
03/08/2024
Complaint Type:
Billing Issues
Status:
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.
Hi, an unknown account keeps charging my card for Chegg, I'd like a refund, I had to lock up my card due to the charge from chegg.The charge was $16.91 on Feb 9, 2024 at 11:19 am on my cash app card. Please cancel and close this account, it is still trying to charge me. I have no knowledge of who owns this account or any of the details. my card ends in 3310
Business response
03/12/2024
Hello ****,

We would like to apologize for your recent experience with Chegg.

For clarification, a Chegg Study subscription charging in the amount of $16.91 was started on October 21st, 2023.

Reviewing your response, 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 PayPal. Our billing department will work directly with your bank or financial institution to resolve.

We can assure you it was cancelled on March 12th and there will be no further charges from the account.

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

Best,
The Chegg Team
Initial Complaint
03/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled my monthly subscription to Chegg **** over thirty days ago. I do not recall the date, but I signed into my Chegg account and canceled my subscription in February 2024. Yet, Chegg charged me another $21.20 monthly subscription on March 6, 2024. I contacted Chegg through online chat to dispute the charge. They claimed there was no cancellation before March 6th, 2024, when I canceled my subscription again. They claim they have no cancellation from February from me, and per their policy, they could not refund $21.20 because they had issued a courtesy refund in May 2023. I had disputed a monthly charge in 2023 when they charged me after I had canceled my subscription. They seem to run a scam that even though the consumer cancels, they continue to charge, and then you have to contact Chegg and dispute the charges. I canceled again since I was foolish to sign up again with Chegg and realized Chegg doesn't keep up with their services. I didn't learn my ****** the first time dealing with Chegg. I am requesting a refund and want to make a public complaint against Chegg so that other consumers may be aware of their practices.
Business response
03/06/2024
Hello *****,

We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.

After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 12/06/2023. No successful cancellation had been processed on this subscription until 03/06/2024, to avoid a charge the subscription would need to be cancelled prior to the renewal date of 03/06/23.

With Chegg Study Pack, the subscription is set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing date to prevent the next billing 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 billing month in which your request to cancel was received and the cancellation confirmation will be sent at the end of the cycle. You can also contact customer support to cancel the membership.

Typically, Chegg Study Pack subscriptions are nonrefundable per our terms of service, however as a one-time courtesy we have issued a refund for the most recent charge. Please note that this account will be unable to process any additional courtesy refunds. Depending on your financial institution the refund can typically take within 5 business days to post back to the original form of payment.

We can confirm the subscription was cancelled on 03/06/2024.

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

Best,
The Chegg Team
Customer response
03/07/2024

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,

***************************

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