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:07/23/2025

  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.

  Our Qustodio renewed in May. My daughter started her first job in June. After weeks of trying to get her employer app to work on her phone, we were told Qustodio was not compatible with the employer app. I asked for a pro rated refund since it is their product which is the problem. Qustodio is refusing since their refund policy is 30 days. I am around 70 days. The refund should be about $40.

  Business Response

  Date: 07/24/2025

  Hello ****,

  After revising your case and understanding your long history with Qustodio, we've decided to issue you prorated refund for the remaining time of your subscription, that will not be renewed.

  Kind regards from Qustodio's team.

• Initial Complaint

  Date:09/17/2024

  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.

  We purchased this service in Sept. 2020. We have REPEATEDLY tried to cancel it via ******(our payment method), and by contacting the company via email. We are being given a run around from Qustodio. We cannot cancel via the app because we no longer have access to that email. We have provided the old email, the ****** email associated with the payments, and offered to provide any other documentation to get this cancelled. The support keeps asking us to log in via the old email used. We CANNOT. Weve requested cancellation in writing, and its been ignored telling us to contact another support using the email we cant access. This is a scam.

  Business Response

  Date: 09/20/2024

  Dear ****,

  Since your contact with Qustodio's Support on September 13, 2024 and after sending your payment details, our support team refunded your payment on September 18.

  You should be able to see the the funds in your ****** account within 30 days.

   

  Kind regards,

  Qustodio's Team

• Initial Complaint

  Date:07/01/2024

  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.

  This service became ineffective after a phone update and countless attempts of troubleshooting with the company proved unhelpful. When I requested a pro-rated refund for a product that clearly no longer worked as advertised I keep being told no, that they can't refund me since I used PayPal to pay them. The company is not restricted to provide a refund by other methods than the one used to pay them, though it may be their preference. They have thus far refused to provide my refund through a different method.

  Business Response

  Date: 07/09/2024

  Hello ******,

  Please note that PayPal doesn't allow any kind of refunds after 6 months of purchase.

  In your case, we'll need to send a special request to our ******************* so they can send you a prorated refund for the unused time of your subscription. Once this is done, you should receive the refund in your PayPal account.

  Kind regards,

  Qustodio Team

• Initial Complaint

  Date:05/24/2024

  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.

  Contracted with the company, Qustodio, to monitor my son's phone. The app was installed and just the very basic services were available. A premium of $106.24 was paid to receive the more advanced level of service.Qustodio Premium, (monitor calls and messages). This feature never worked and multiple support calls were made. We did have one support call with '*****' who also could not solve the problem. He said that he would advance the case to his Advance Team. We have never heard from him nor the company since, despite emails to them to request assistance.

  Business Response

  Date: 05/29/2024

  Hello ********,

  Sorry to read that Qustodio did not meet your expectations.

  Checking our system, I can see that you purchased your premium subscription through the Apple store.
   
  For this reason, in order to cancel/refund your subscription, you will need to contact Apple directly as Qustodio does not hold any billing information concerning your payment and Apple do not allow developers to cancel or refund payment done through their AppStore.
   
  The situation needs to be evaluated by them, under their terms and conditions.
   
  In case it helps, here are the Apple Store instructions to request a refund: **********************************

  Best regards,

  Qustodio Team

• Initial Complaint

  Date:05/16/2024

  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.

  We first enrolled in Qustodio 4 or 5 years ago. After the first 2 years, we attempted to get a password reset but could not reach anyone since the email originally used to sign up was no longer active. It was impossible to reach a live person to rectify this issue. Some time went by and we decided to just cancel the subscription but again, there was no way to reach them because it seems the only method is online. Finally we got someone to speak with us but again they insisted that all transactions occur online only. So without a password reset and an inactive email on file, we were stuck. They somehow skipped charging us after the first 2 years but just this month, they charged me for another 2 year subscription. Buyer beware - you have no options if you cannot log into your account online. As an out of country company, they don't seem to care about customer service. I have now disputed my credit card charge so we shall see if that is effective in stopping our subscription. But the problem remains that we cannot uninstall the filter without a password, that they refuse to reset by phone or with a new email.

  Business Response

  Date: 05/17/2024

  Hello,

  We're really sorry to read about your situation.

  Unfortunately we don't have any record of your email address in our system. I'm afraid you will need to contact us using the email address you have registered with Qustodio, or send us a prof of payment, such as the card statement showing the Qustodio charge, so we try to locate it.

  We will be waiting for your response, to carry on working on your case.

  Customer Answer

  Date: 05/20/2024

   
  I am rejecting this response because: I have emailed them and have an ongoing dialogue to rectify this mess. Hopefully, they can find our account and provide a reset password to uninstall the service, and cancel our subscription, crediting my card.
  
  

  Business Response

  Date: 05/24/2024

  Hello *****,

  We can only issue refunds or give access to accounts after we can verify the ownership of the account either by email address or with an invoice.

  Our team mentions that after you send the Qustodio invoice you are now able to access your account.

  Let us know if you need anything else.

• Initial Complaint

  Date:05/02/2024

  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.

  Qustodio advertises that you can contact support for a refund within 30 days, but they do not provide a method to do so. I have submitted multiple tickets, and have so far only received a voicemail to offer technical, but not billing support. Both my husband and I processed "upgrades" for the same account, resulting in a double charge for this product. I have not been able to get ahold of anyone to discuss a refund despite this being advertised on their website. We would like to cancel both subscriptions so that we can switch to a different service, since Qustodio does not provide billing support as they advertise.

  Business Response

  Date: 05/03/2024

  Dear Magan,

  After your contact with Qustodio we've tried to call you several times, but could not reach you. Every call we left a voice message.

  We've also emailed you back, confirming that your subscription was cancelled and a refund requested. You will see the Credit Note of the refund attached.
  
  Unfortunately we could not locate the other subscription that you mention on your message. If you let us know which email address is the second subscription associated to, we will happily request the cancellation of that subscription as well.

  Best regards,

  Qustodio Team
  

• Initial Complaint

  Date:05/02/2024

  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 have attempted to cancel my subscription for the past 3 years- I keep getting told its cancelled but every year I have been charged the $95. I just want this cancelled.

  Business Response

  Date: 05/03/2024

  Dear *****,

  We're very sorry to hear that you've decided to discontinue our service.
  

  Checking our system, I'm afraid that it does not show that your subscription was canceled before.
  Also, please note that all Qustodio subscriptions are automatically renewed at the end of the term unless you manually turn this option off.
   
  Not worry though, I confirm that the auto-renewal of your Premium subscription has been canceled. Qustodio will not charge you anymore.

  Best regards,
  

  Qustodio Team
  

• Initial Complaint

  Date:02/01/2024

  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.

  There is a **** site that Quostodio does not block on my children's phone. I tried a number of different ways to fix the issue, over a period of probably 2 months, but nothing worked. They even had me make a video of it not working. They said that while they could replicate the same thing on their end, only that they were "working" on fixing it and would be in touch right away. That was four months ago. I've got an email trail that shows all of this.

  Business Response

  Date: 01/17/2024

  Dear ****,

  I want to express our sincere apologies for the ongoing issue you've been experiencing with our app. I want to assure you that our team is diligently working to resolve the issue as swiftly as possible. Regrettably, we have not been able to completely address it at this time.

  As previously communicated via email, we understand the frustration this situation may have caused. In an effort to provide a resolution, we have offered a refund for the subscription payments made since the date you reported the issue. However, we have not received confirmation from you regarding whether you would like to proceed with canceling your subscription and obtaining a prorated refund. Please be assured that this option remains available to you should you decide to pursue it.

  We appreciate your patience and understanding as we work to address and rectify the current challenges.
  Looking forward to hearing from you and resolving this matter to your satisfaction.

  Kind regards from Qustodio's Team

  Business Response

  Date: 02/02/2024

  Dear ****,

  
  I want to express our sincere apologies for the ongoing issue you've been experiencing with our app. I want to assure you that our team is diligently working to resolve the issue as swiftly as possible. Regrettably, we have not been able to completely address it at this time.

  
  As previously communicated via email, we understand the frustration this situation may have caused. In an effort to provide a resolution, we have offered a refund for the subscription payments made since the date you reported the issue. However, we have not received confirmation from you regarding whether you would like to proceed with canceling your subscription and obtaining a prorated refund. Please be assured that this option remains available to you should you decide to pursue it.

  
  We appreciate your patience and understanding as we work to address and rectify the current challenges.

  Kind regards from Qustodio's Team

• Initial Complaint

  Date:02/01/2024

  Type:Billing 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 tried Qustodio for a while. It wasnt useful to me. *** tried to remove the app from my daughters device. It requires me to login. The login doesnt work, so theres an error. By the way, the same login works on the parental app on my phone.When I go to Qustodio for help, they will not accept my message unless I have a premium account with them. Im not signing up for a premium account to resolve an error with their app.I want the app delete from my daughters iPad.

  Business Response

  Date: 02/02/2024

  Dear ********,

  Checking your account in our system we can see that you already removed your daughters device from your ********************** account. Restarting the device would be sufficient to free it from any restriction and allow you to simple remove Qustodio.

  Our Support Team will be reaching out to you to ensure you managed to uninstall Qustodio properly, or offer any support you might need.

  With regards,

  Qustodio team.

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 paid for a 2-year subscription to Qustodio in 2021. By July of 2022, I stopped using the app since my child was easily able to bypass the parental controls. In June 2023, I received an email that I needed to update my credit card if I wanted to continue using Qustodio. Since I no longer wanted to continue using Qustodio, and by that time my credit card number had been changed, I disregarded the email. They couldn't possibly charge my old account and I only purchased a 2-year subscription. I was wrong. I found out later that Qustodio made an unauthorized charge using my old credit card number and I was charged for another 2-year subscription! Once I discovered what had happened, I emailed Qustodio, and after several emails they agreed to offer a partial refund. However, I haven't used the app in nearly 18 months and they fraudulently charged an old credit card number. They refuse to offer a full refund. I just want the rest of my money refunded.

  Business Response

  Date: 01/18/2024

  I wanted to address your concerns regarding the automatic renewal of your 2-year subscription with Qustodio that began in May 2019. As outlined on our website [ **************************************************************** ], our subscriptions are set to auto-renew, but customers have the flexibility to cancel at any time by reaching out to our Support team or by using the self-cancellation option in our Customer Portal.

  
  Our records indicate that your subscription was renewed in 2021 and again in May 2023. It's important to note that Qustodio adheres to PCI Compliance standards, ensuring that we do not store our users' card information directly. Instead, we utilize tokens linked to each user, with updated billing information provided by the user's bank. Therefore, in your case, we accessed only the token data, and at no point did we directly store or handle your card information.
  The renewal, despite the card being expired, occurred with explicit authorization from your bank, given our PCI Compliant procedures.
  
  Upon receiving your initial contact in January **** requesting the cancellation and refund of the charge, our team conducted a thorough review. We have since refunded you for the remaining duration of your subscription. However, it's important to mention that we are unable to refund the preceding seven months during which we did not receive any communication from you.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We value your understanding and look forward to resolving this matter to your satisfaction.