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:08/08/2025

  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 courses at Sophia learning; they charge $99 for a month of what they call unlimited access to two courses at a time. On August 7, 2025 I finished one of the two courses that I have been working on; after getting the notice that I was finished with that course I tried to add another course so that I could start it right away and was not permitted to do that. I contacted Sophia today August 8, 2025 around 11:30 am and was told that I would have to wait to add the second course until after the course I finished last night is graded and that would take at least 48 hours. They are dishonest, they are wasting at least 48 hours of my month that I paid $99 for unlimited access to two courses, to study at my own pace, I cannot study at my own pace and have unlimited access to two courses for that month if they are stopping me from adding a course for at least 48 hours after I have finished one. I pay $99 to have unlimited access to 2 courses and study at my own pace for one month but that does not happen when they stop someone for at least 48 hours from adding a course right away when they finish one course. 2 full days at least of my month that I paid $99 for is being wasted because Sophia is not allowing me to add another course as soon as I am finished with one. Also, I am afraid they will try to fail me in that course now because I called and complained about what I believe to be deceitful sales practices. I have photos of my scores for that course and have 91% without the grade of the paper that I finished last night so even if I were to get a 0% on that paper I would still easily pass the course. My main concern is that I feel they lie to people about the so called learning at your own pace and unlimited access to 2 courses for a month for $99 when they make you wait for at least 48 hours to start another course after you finish one. Here is the link to their home page (***************************************).

  

  Business Response

  Date: 08/08/2025

  Thank you for sharing this feedback with us. We have contacted the learner directly to address the concern raised and are working to find a solution. 

• Initial Complaint

  Date:07/18/2025

  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 enrolled in Sophia Learning and completed multiple courses, investing significant time and effort, including recorded Touchstone assignments where I appear on camera. Despite this, I received an unexpected email from Sophia stating I was being sanctioned for allegedly violating their Academic Honor Code claiming someone else completed my coursework. This accusation is entirely false and damaging.Sophia claims their internal analysis ruled out any legitimate reason, including VPN usage, for what they describe as "geographically impossible logins." However, I accessed the platform from three legitimate locations:My home,My parents residence,My workplace where VPN usage is mandatory due to secure handling of client data.I never shared my login credentials and was never warned that using multiple devices or accessing via a work VPN could trigger sanctions. I submitted a formal appeal explaining this and offered to provide supporting documentation, but Sophia rejected it without offering any real evidence to support their claim.Their process lacks transparency and due process. This has jeopardized my ability to transfer credits to my degree program and has harmed my academic reputation. I later discovered through public BBB complaints that many students have experienced the same treatment, with Sophia repeatedly issuing vague, baseless accusations and denying appeals even when students provide legitimate explanations.I believe this sanction is not only unfair but potentially defamatory. I am simply asking for what Ive rightfully earned.

  

  Business Response

  Date: 07/29/2025

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to appeal with any evidence or rationale.
  The Sophia **************************** reviewed the user's appeal alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  

• Initial Complaint

  Date:05/08/2025

  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.

  My name is ********* ******, and I am writing to express my frustration with an ID verification issue that prevented me from completing required coursework by May 3, 2025a deadline set by ****************** for enrollment.I began courses on April 30, 2025, and was working nonstop to meet the deadline. Midway through, I was unexpectedly asked to complete ID verificationincluding uploading my ID and a selfiebefore continuing. The system rejected my uploads repeatedly for being "too bright" or "electronic," causing hours of delay. Once finally submitted, my ID was marked verification failed, and I was told nothing could be done until May 5, which was already past my deadline.Customer support offered no workaround. I also learned this issue is common, possibly triggered by VPN usage, which is never listed as a prohibited tool on your site.Because of this delay, I was unable to complete my courses in time and risk missing enrollment. I ask that my ID be reviewed and cleared immediately, and that Sophia Learning acknowledge this issue and provide a resolution so I may finish my classes.

  

  Business Response

  Date: 05/08/2025

  This user has been sent a notice regarding their Jumio verification attempts from the Sophia Student Affairs Team.

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, Im reaching out to dispute a claims against Sophia Learning, I am being accused of fraudulent activity, the company is saying that someone else is completing my courses other than me and that is inaccurate I do not share my personal information and or my passwords with anyone. Ive noticed from my research that many other people that had this problem has also completed multiple courses in a short amount of time. In result, Im asking that Sophia restore my account and or release the credits for the classes that I completed.

  

  Business Response

  Date: 11/04/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  
  

• Initial Complaint

  Date:10/16/2024

  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 was wrongfully accused of breaking the Student Honor Code. The email I received stated that the "investigation revealed evidence indicating that your account has been accessed by multiple users and/or IP addresses". They are attempting to discredit 8 of my classes, if there was suspicion why was I not contacted sooner to resolve the issue? I travel and use my phone, tablet, and computer and I also use a VPN. Not only is it not stated in the Student Honor Code that VPN must always be the same it also encourages third-party tutors which I have and they log in with me and explain material I am having a hard time with, however my work and tests are all completed by me. Sophia's target audience is for those who have work or a busy life and state you can complete classes from anywhere and then they punish you for actually doing the work wherever you are. If my appeal is denied I will be seeking further assistance in solving this matter. Not only is there no solid reasoning but it is not in writing on any of the agreements and therefore Sophia needs to update its honor code if they expect students to only complete course work in one place and thus defeating the purpose of not just attending a regular college.

  

  Business Response

  Date: 10/23/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  
  The user has been refunded $198 between the accounts they have created.

• Initial Complaint

  Date:10/14/2024

  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 was using Sophia Learning as a membership service paying $79. I received 3 credits and actively enrolled in a personal development course ******************* I randomly received a Sophia email stating my account was being sanctioned under suspicion of fraud since there was multiple IP addresses used and or my account was accessed by someone other than me. I responded to the violation listing the areas of travel due to my career and position and that I would have to use computers at various locations. I sent a picture of an IP address of a work computer that I was working on at the time as supporting evidence. I also stated, I can provide documentation for any location I used a computer. Sophia denied my review (within 10 days) stating, I didn't provide enough evidence and they are refunding me $79.00. They have not provided me with any evidence other then a broad statement of a violation. I also mentioned two things: 1. I was failing one course that I just started. 2. There is a verification process in all courses. -Typing your name verification -DL verification with picture confirmation and it seemed to me video while taking the test. Any educational institution that sanctions a student must provide the evidence against them to dispute. This did not happen. I felt if I was provided the evidence, I can dispute by sending documentation of my whereabouts and computers used.

  

  Business Response

  Date: 10/22/2024

  Evidence found through our investigation indicates coursework was completed by individuals other than the user. Our Student Affairs Team communicated this to the user and provided an opportunity to respond with any evidence or rationale.
  The Sophia **************************** reviewed the users response alongside the observed account activity and determined that the rationale presented did not sufficiently address the honor code violation.
  We have issued a full refund of $79 to the user, as no courses were completed during the membership period when the violation occurred.

• Initial Complaint

  Date:08/12/2024

  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.

  Sophia learning has refused to ID verify my sons account. It has been 1 week and the website stated that it would take a maximum of 2 business days. We have emailed multiple times and they refuse to fix the account. We have even sent a copy of his id and messaged the ceo. Still nothing has been done.

• Initial Complaint

  Date:07/10/2024

  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.

  I was a member of sophia learning and while I was working on solving questions, the platform suddenly stopped allowing me to submit assignments and demanded that I submit a photo of myself and my id. No problem, I go through that process but the website they are using refused to accept my id and face multiple times no matter what I tried. I tried using both my laptop and my phone with no progress. I contacted support but they were not helpful. Eventually, I was able to get myself unblocked by using my friend's laptop to submit the information. I still don't know why it didn't accept it from my computer/phone. I asked sophia learning customer support to extend my membership by 1 or 2 days for the issue, even a few hours in exchange for the time lost but they stated that while they apologize for the inconvenience, they won't extend my membership for any amount of time. I don't understand their justification at all. If they acknowledge the issue, why not own up to it and give me my time lost back?

  

  Business Response

  Date: 07/15/2024

  Thank you for this feedback. We emailed the customer directly and found a solution. 

• Initial Complaint

  Date:05/28/2024

  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.

  I have completed Sophia courses very honest and responsible. I completed all my necessary courses and out of nowhere I recieve a sanction policy action email stating I have violated the policy . I been studying very hard and trying my best at these courses . This is stopping me from proceeding my police career. This is very unbelievable and unfair after I study hard to complete all 20 necessary courses . Now I cant get an official transcript and I am getting no response but just to send an appeal that no one ever gets in contact with me after . Please review and respond this is very unacceptable

  

  Business Response

  Date: 06/03/2024

  This learner was identified to be in violation of the Sophia Honor Code and Academic Integrity Policy. As stated in the Academic Integrity Policy, "Sanctions for academic dishonesty may include, but are not limited to, the following: Expulsion from Sophia Learning permanently which may include a forfeiture of subscription fees already paid." The appeal was reviewed by the Student ******************** and the decision to uphold the sanction is final. 

• Initial Complaint

  Date:03/06/2024

  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.

  I was using Sophia Learning as a monthly membership service paying $99 for several months. I received all the credits I needed and randomly Sophia emailed me stating my account was being sanctioned under suspicion of fraud since multiple IP addresses logged in using my account. I responded to the case stating I used public computers to complete coursework, and while deployed I used VPNs very frequently. Sophia denied my review stating I didn't provide enough evidence. Sophia will no longer respond. I reached out and asked what evidence they needed to suffice. They will not present any evidence that they have, Anytime I logged in I was asked to submit a picture of my ID, or a two-factor verification. Nowhere on the website does it mention having multiple IP addresses would cause a sanction? I reached out to the company VIA phone and they told me to keep trying to email and would not let me speak to anyone higher than a learning representative. I believe Sophia breached my privacy and failed to notify me. Sophia acting with unfair business practices.

  

  Business Response

  Date: 03/13/2024

  A member of our Student Affairs team has contacted you to discuss the violations of our Student Honor Code, any further communication must be done through ****************************************************************