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:06/10/2025

  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 a complaint against Morningstar, Inc. regarding a $199 charge to my account on May 29, 2025, for an unwanted subscription renewal. My account is associated with the email address [email protected] did not wish to renew my Morningstar subscription, and I did not use any of their services since the date of the charge. On June 9, 2025, I noticed the charge and immediately contacted Morningstar's customer support. The first support agent acknowledged the issue and told me I was eligible for a full refund, but said they couldnt process it because only the **** team could help.This morning, on June 10, 2025, I contacted the **** team, but they refused to cancel the subscription or issue a refund, even though I clearly did not consent to the renewal, had not used the service, and reached out promptly after noticing the charge.I believe this is an unfair business practicerefusing to cancel a service I did not use and did not want to continue, especially after a representative had confirmed I was eligible for a refund.I request a full refund of the $199 charged to my account on May 29, 2025, and confirmation that my subscription has been canceled to avoid any future charges.

  

  Business Response

  Date: 06/12/2025

  Hello,

  Thank you for bringing this to our attention. We are sorry for any inconvenience this may have caused and appreciate your business. As requested, we have refunded $199.00. 

  Thank you.

  Morningstar Customer Support

  Customer Answer

  Date: 06/13/2025

   
  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.
  
  Sincerely,
  
  ***-*** ****

• Initial Complaint

  Date:04/17/2025

  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.

  Complaint Description:I have made multiple clear requests to cancel my subscription to Morningstars Advisor Workstation and have been consistently met with delays, avoidance, and sales pitches instead of direct action. My experience trying to cancel this subscription has been extremely frustrating, reminiscent of the tactics used in timeshare exit schemes.Since early April, I have:Called Morningstars support line numerous times.Spoken with multiple representatives who claimed they couldnt process cancellations and transferred me to others who did not answer.Scheduled a call with my account manager (**** ********) to finalize cancellation, only to be left waiting on the call alone.Emailed several times to confirm I want the subscription canceled, only to be ignored or met with attempts to upsell other Morningstar products.Even after making it abundantly clear that I am not affiliated with Fidelity (as mistakenly assumed by Morningstar), and that I simply want to terminate the subscription, they have continued to delay or redirect my request. The process has been completely unprofessional and disrespectful of my time.I have documented my requests and correspondence, including emails with **** ******** and ****** *******, and am now escalating the matter to the BBB in hopes of a resolution.Resolution Requested:I am requesting:Immediate cancellation of my Morningstar Advisor Workstation subscription.Written confirmation of the effective cancellation date.

  

  Business Response

  Date: 04/22/2025

  Hello,
  
  Thank you for bringing this to our attention.  We are sorry for any inconvenience.  As requested, we have issued a refund for the remaining balance effective April 21st. 
  
  Again, we are sorry for any trouble and appreciate the business.
  
  Morningstar Customer Support

• Initial Complaint

  Date:03/06/2025

  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.

  Beware of Morningstar's Shady Subscription Practices Feels Like a Scam! I signed up for Morningstars premium service expecting to try it for a month or two, only to find myself stuck with a full-year subscription due to their deceptive billing practices. Nowhere in the sign-up process was it made clear and obvious that this was an annual, non-refundable commitmentsomething that most reputable companies make explicit when offering different subscription terms.When I reached out to customer service, hoping for a reasonable resolution, I was met with zero flexibility and a condescending attitude. Instead of attempting to help, they blamed me for not digging through the fine print in the ******************* Its one thing to have policies, but its another to mislead customers into long-term commitments without proper disclosure.For a company that markets itself as a trusted resource for financial advice, this kind of practice is unethical and predatory. If youre considering a subscription, be very carefulMorningstar clearly prioritizes locking in unsuspecting customers over delivering a fair and transparent service.I feel completely taken advantage of, and I would caution anyone thinking about signing up. Make sure you fully understand what youre getting into, because once they have your money, they wont care about customer satisfaction.

  

  Business Response

  Date: 03/17/2025

  Hello,
  
  Thank you again for bringing this issue to our attention.  Our goal is to provide great customer service and we appreciate your business. While our registration process does require the user to accept terms of use and auto-renewal agreement, we have agreed to refund a prorated amount of $200.37 as of March 7th.  We hope this meets with your satisfaction.
  
  Again, we appreciate your time and business.
  
  Morningstar Customer Support

• Initial Complaint

  Date:01/28/2025

  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.

  On December 17, 2024, my team at *********** explicitly informed PitchBook that we were still evaluating our subscription renewal and would not be able to make a decision until late January 2025. At no point did we provide confirmation to renew.On January 9, 2025, our PitchBook representative sent an email mentioning an auto-renewal clause that would go into effect on January 15, 2025. However, this email was vague and did not explicitly state that the renewal would proceed absent our direct authorization. Given our prior communication, it was reasonable to assume that PitchBook would not move forward with the renewal unless we explicitly confirmed our intent to continue.Despite this, PitchBook proceeded with an auto-renewal on January 15, 2025, without our consent. Upon requesting a reversal, we were informed that the renewal was locked in and that PitchBook would not cancel the subscription. This action is unacceptable, as it directly contradicts our last stated position and disregards standard business practices around renewal authorization.We are seeking an immediate reversal of this unauthorized renewal and a cancellation of the associated charges. If PitchBook is unwilling to resolve this matter amicably, we will explore additional legal and regulatory avenues to dispute this charge.Desired Outcome:1.Immediate cancellation of the unauthorized renewal.2.Confirmation in writing that our subscription has been terminated without penalty.3.Clearer renewal communication policies to prevent similar issues in the future.We request a response from PitchBook within 7 days of this filing.Supporting Documents:Email communication from December 17, 2024, stating our evaluation timeline.January 9, 2025, email from ********* regarding auto-renewal.Correspondence denying our request to cancel the renewal.We appreciate BBBs assistance in resolving this matter.

  

  Business Response

  Date: 02/19/2025

  Hello, 

  At PitchBook, we strive to provide transparency and proactive communication regarding all subscription policies, including auto-renewal terms. We understand that you were unaware of the upcoming renewal and felt that you did not receive adequate notice or follow up. Our records indicate that your account manager reached out on at least four occasions prior to the renewal date to provide reminders and discuss any questions or concerns regarding your subscription. We make every effort to ensure that our clients have ample time to review their renewal and make any necessary adjustments. 
  That said, we recognize that subscription renewals can sometimes be overlooked, and our goal is to support our clients in a way that aligns with our commitment to customer satisfaction. To that end, we have canceled your subscription as a goodwill gesture to resolve this matter and prevent any undue inconvenience. 
  We appreciate your feedback, as it helps us improve our communication processes. If you have any further questions or need assistance in the future, please do not hesitate to reach out to our team. We value the opportunity to serve you and hope to work with you again.

  Thank you.

  Morningstar Support Team

• Initial Complaint

  Date:11/08/2024

  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 have subscribed to morningstar for several years. At one point I must have added a second service, an *** newsletter. I went online and canceled my morningstar subscription. There was no option or mention of the *** newsletter and I assumed I was canceling all my Morningstar services. Months later, on October 6, 2024, I was billed for the *** newsletter. I was surprised since I haven't used the service for several months and thought I had canceled. The supervisor, Benalto ****, after much discussion could only offer me a partial refund. I would like a full refund.

  

  Business Response

  Date: 11/12/2024

  Hello, 

  Thank you for the message and very sorry for your problem.  We have processed a full refund on Nov. 8th,for $239 for the *** Investor newsletter.

  Please let us know if you have any questions and thank you for your business.

  Morningstar Customer Support

  Customer Answer

  Date: 11/13/2024

   
  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

  Date:09/11/2024

  Type:Order 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.

  My company ***************************************** has a contract with Morningstar (contract # ********) - we attempted to cancel our subscription with 60 days notice as the original contract stipulated 30 days notice. We were informed that the new contract required 90 days notice and that the cancellation at 60 days would not be accepted and they also expected to pay for an entire year of services.We explained that the original contract was 30 days and even offered to pay them an additional quarter but *** ******* - ************************************** refused stating that we must pay all 12 additional months. In addition Mr. ******* refused me any audience with anyone senior to his position. We pay Morningstar approximately 1000 per month.

  

  Business Response

  Date: 09/20/2024

  Hello,
  
  Thank you for reaching out and sharing your concerns. We understand that situations like these can be frustrating, and we appreciate the opportunity to clarify our position.
  
  Upon reviewing the terms of our agreement, we must respectfully hold firm to the conditions that were mutually agreed upon. The contract outlines specific obligations and responsibilities for both parties,which we are committed to upholding in order to ensure consistency, fairness,and transparency in all of our dealings. In this particular case, the signed contract spelled out a 90-day cancellation notice, and we received 60-day notice which was outside the cancellation window.
  
  While we understand that circumstances may have changed, we are not able to deviate from the contract terms.
  
  We appreciate your understanding and hope that you recognize our commitment to maintaining high professional standards in all our engagements.
  
  Thank you for your attention to this matter.
  
  Morningstar Customer Service
  

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22271062
  
  I am rejecting this response because:Morningstar purposefully and without notice changed their contract terms.  It is a poor business that needs to chain their customers to a contract in order to keep a client. 
  
  Sincerely,
  
  *********** *****

  

  Business Response

  Date: 09/27/2024

  Hello,
   
  Thank you the response. Our records indicate that your firm signed a new contract on June 22, 2021 that explicitly stated the new contract terms, auto renewal period and requirements for a 90 day notice to not renew the contract.  We also sent an email on 7/8/2024 as a reminder of the upcoming renewal.
   
  Thank you.
   
  Morningstar Customer Service
  

  
  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22271062
  
  I am rejecting this response because: although the above is true, none of your correspondance mentioned you changed your terms to 90 days.  A convenient omission. 
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  Date:08/13/2024

  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.

  Morningstar.com enrolled me in a membership with ou my permission since January 2024, I just noticed on my discover credit card, which has been paid I full for over 4 months, I just noticed the charge on my credit card, I cancelled the service and disputing the charges

  

  Business Response

  Date: 08/19/2024

  Hello. 

  Thank you very much for the message. As discussed over the phone, it was determined that the issue in question is not related to a Morningstar product.  We appreciate your time to determine this outcome and consider this issue closed at this time.

  Thanks.

  Morningstar Customer Support

• Initial Complaint

  Date:03/15/2024

  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 made a mistake in signing up for a Morningstar premium subscription using an email address I do not normally check. I discovered I had been billed for four months for the service even though I had not used it at all. I wasn't aware of the bills as the receipts were going to someone else's credit card statement. I alerted Morningstar support who initially refused to issue a refund but decided to offer a 2-month refund (a 50% refund) after I continued to insist that it wasn't fair to bill me for a service I did not use and which I genuinely wasn't even aware I was being billed for. I do not wish to accept a 50% refund and feel disappointed as a non-US customer as such practices are not tolerated where I live.

  

  Business Response

  Date: 03/19/2024

  Hello,

  Thank you for raising this issue and very sorry for the inconvenience.  We have refunded your full amount of $139.80 as requested.  Please note this may take 7-10 business days to reflect in your account.  

  Again, we are sorry for the problem and appreciate the business. 

  Thank you.

  Morningstar Customer Support

• Initial Complaint

  Date:12/01/2023

  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.

  Somehow Morningstar Investor signed me up on monthly service contract. I do not know how/wen the signup occurred. I am assuming some trickery and/or intent ally unclear instructions. I have not been using their service since not aware signed up for it. Apparently, signup occurred around Apr/May of 2023 and I have been billed ***** monthly.I contacted Morningstar this week (11/27-30) to request I be removed from the service and a partial refund be provided. I felt fair was meeting in the middle, that 4 months refund be provided. Morningstar said they cancelled the service but refused to issue any kind of refund.I am requesting that Morningstar provide a minimum refund of 4 months at approximately $140.00.

  

  Business Response

  Date: 12/05/2023

  Hello,

  Thank you for bringing this to our attention. We are sorry for any inconvenience this has caused.  We have contacted the customer and agreed to refund 3 months worth of service. 

  Thank you.

  Morningstar Customer Service

  Customer Answer

  Date: 12/06/2023

   
  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:06/26/2023

  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.

  Approximately two years ago I paid for a quarterly subscription to the *** investor. Before the end of a year I called Morningstar and cancelled the subscription. I never received an e-mail from Morningstar confirming the cancellation. Several weeks ago I saw that I was still being charged $62.95 quarterly for the subscription.On June 16th, 2023 I called Morningstar and requested that my subscription be cancelled and that I be sent an e-mail confirming that it was cancelled. I never got an e-mail from Morningstar.On June 22, 2023 I again contacted Morningstar to request an immediate e-mail confirming my cancellation. I was told that I would not get an e-mail until August. The Morningstar agent also found that my subscription had not been cancelled on the 16th as I had requested.I still have not received any confirmation from Morningstar that my subscription has been cancelled. I want an immediate e-mail confirming that my subscription to the *** Investor is cancelled and that I will no longer be charged.

  

  Business Response

  Date: 06/30/2023

  Hello,

  Thank you for the message and very sorry for the inconvenience this has caused. As requested we have reach out to discuss the matter and refunded your subscription.  

  Again we are sorry for the problem and appreciate the business.

  Morningstar Support