Complaints

This profile includes complaints for Audible's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Audible

  One Washington Place Newark, NJ 07102

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  Audible

  1 Washington Place Newark, NJ 07102

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:08/17/2023

  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.

  My audible account seems to be in accessible. Audible points me to Amazon, Amazon says they cannot help. I had nearly a decade of purchased books and content and would like to regain access to them. Please get in touch. Additionally I was charged for Audible in July and August, but unable to use the credits due to this account issue. If we cannot resolve, I would accept a refund for those months of membership

  Business Response

  Date: 09/08/2023

  The account has been placed on hold by Amazon.com. The hold may be caused by incorrect billing information or an authorization confirmation for an order. An email has been forwarded to the customer with instructions to contact Amazon to remove the hold. 

  Customer Answer

  Date: 09/08/2023

  
  Complaint: 20485131
  
  How can I reach someone by telephone to discuss?   

• Initial Complaint

  Date:07/30/2023

  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.

  Date of issue: 07/19 My bank card was charged in the amount of $16.18 with the Audible code: P82FK41H3. I have reached out and spoken to 9 people who have not been able to fully address the issue. One individual would take anywhere from 12 to 15 minutes to respond. I spent over an hour trying to get it resolved. I kept getting transferred and having to repeat everything. I did get a refund, however I am still trying to get the information on the individual who used my card info to sign up for an audible membership under their Amazon account so it can be reported.

  Business Response

  Date: 08/10/2023

  Hi ******, 

  I understand your request, I am glad to hear you did receive your refund. Audible would not have access to give you the name of the person who used your credit card. For this information, I would suggest you speak with your financial institution. 

   

  Have a healthy day! 

   

   

   

  Customer Answer

  Date: 08/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/26/2023

  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.

  I had ordered four audible books and then my audible stopped working. I called in they said because an Amazon account was switched or inactive I didnt have access to my books anymore. Im so glad I didnt invest more than $60 bucks or so. Imagine if I had been using this for years and that was the treatment. Complete scam I guess and very surprised they couldnt or didnt offer a book to keep my business. I just wanted what I paid for is all. I havent even finished two of the books yet.

  Business Response

  Date: 08/16/2023

  I emailed the customer for additional assistance in identifying their Audible purchases as I was unable to identify any recent purchases. After any purchase there is a confirmation email verifying the order placed and this will assist in identifying the Audible purchase. The customer has 1 closed account under Amazon and 1 account that has been temporarily disabled by Amazon pending action for the customer related to their account. I was unable to identify any Audible digital content on either account. Awaiting customer reply. 

• Initial Complaint

  Date:07/24/2023

  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.

  If Audible cannot charge the monthly fee to the account you provided, they will look at the most recent card you used to buy amazon goods and just charge that one. So if you use your amazon account for both personal, and business, and have a spouse, or a child also use the account and anyone of those cards could be charged for the audible subscription. My business was charged without permission.

  Business Response

  Date: 07/26/2023

  Hi *****,
  
  Audible constantly tries to improve our listeners experience. As Audible is an ************** when using Audible if the credit card listed is not taken off of your account our system automatically updates the credit card available to receive the Audible membership payment to prevent your membership from canceling. I have taken your experience over to our development department, a further review can be done in this department.
  
  
  Have a healthy day!

• Initial Complaint

  Date:07/14/2023

  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.

  In March of this year ,I bought a one year subscription to audible for $229.50. About 9 days later Amazon locked my account when they made it their business to have an issue with how much I spend with their company. Audible followed suit, locking me out of my Audible account. I've done everything they have asked to resolve this issue, I've done the Amazon touchstone to update my bank info I've done everything. They still have not refunded my money, they keep updating these " tickets" that doesn't do anything. It's been 4 months . No refund. It took them 15 seconds to take the money from my account. It's been over 4 months and they can't seem to get it back in

  Business Response

  Date: 08/13/2023

  Good morning, 

  This matter has been resolved by Audible as your reimbursement has been confirmed. If this is incorrect, please contact your Account Specialist. 

   

  Have a great day, 

  Sonserae

   

   

• Initial Complaint

  Date:07/07/2023

  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.

  Initial Question: 1::billing:::2::dont_recognize_charge:::Good morning.09:36 AM PDT *************************: i am just as sick of contacting you as you are from me. my autitic grandson, 10 yrs old...stole my phone while asleep and had orderd over 20 books! not a good morninf, i had turned card off and the smart y turned it back on.just spoke to bank and there pending. already changed password again 09:37 AM PDT *************************: bank says you can refund and thus stop the payments 09:37 AM PDT ****: Glad to read about the change of the password.09:42 AM PDT *************************: the bank said the refunds should cancil out the pending status 09:43 AM PDT *************************: Im getting a new phone. it has a lockin where i can use a face ricognition or finger print, this kid is killing me!09:45 AM PDT ****: I think there are applications to set up parental control, but anything works. For now, the 23 books purchased today have been refunded. That's a total of $464.92 been refunded as well.09:47 AM PDT *************************: oh thank you so much! I am sorry for the mess. I just keep... well anyway, i dont know what he will grow up to be but he is so darn smart. the parental contrl didnt stop him 09:48 AM PDT ****: No worries *****, we got you. I always think having a smart kid is a good problem to have hahaha At least most of the times 09:48 AM PDT *************************: lol well ***************:I have checked your ticket was raised for this.can you confirm me the amount which was not refunded?and was charged overdraft fee?Me:0none of the returns from the 16th have been refunded!*****:okay, just a moment Me:As you requested, we've returned the Audible books purchased by mistake and issued all the refunds, with the total of $462.92 I still have no refund.

  Business Response

  Date: 07/10/2023

  Hi *****,

  I can confirm your request for multiple refunds are being handled by our Account Specialist. I will contact you with an update on the status of your refunds. 

  Thank you for your patience. 

   

  Customer Answer

  Date: 07/11/2023

  
  Complaint: 20288696
  
  I am rejecting this response because: They have had over 3 weeks to return the money to my account. Bank says there has been no effort to refund. My electric **** off Thursday! I am disabled on fixed income. I need mt money!
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/13/2023

  Hi *****, 

  I apologize for the delay and inconvenience you have experienced so far. After further review, I was able to locate the rejected refunds and confirm they did not go to your credit card. I have informed our Account Specialist and they have sent over steps to receive the remaining refunds totaling of $462.92. Please follow those steps to receive your refunds. 

  Thank you for your patience and have a good day! 

   

   

   

  Customer Answer

  Date: 07/14/2023

  
  Complaint: 20288696
  
  I am rejecting this response because:
  
  There is no such email! I have told you this more than once! Nothing in spam eather! As I have now told you this over three times, one would think you'd have re sent this email! I also spoke with the bank and they say there is no record of a refused deposit. Resend the email. 
  Thank you.
  
  Show quoted tex
  
  Regards,
  
  *************************

  Business Response

  Date: 08/14/2023

  Hi *****, 

  This matter has been resolved by Audible as your reimbursement has been confirmed. If this is incorrect2, please contact your Account Specialist. 

   

  Have a healthy day! 

   

• Initial Complaint

  Date:07/03/2023

  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.

  Dear BBB,My dispute is with ACX/Audible. Recently, they sent me an email that my account was being terminated. No matter how ridiculous it is, they apparently have the right to do so.But they dont have the right to withhold payment for this month. ACX says they will keep the royalties. This was their email today,Hello VincentWe are reaching out to let you know that your account has been found to be in violation of our ACX User Conduct and Content Acceptance Guidelines.As a result, your ACX account has been closed. All titles on your account have been removed from sale on Audible, Amazon, and iTunes, purchases of these titles have been cancelled, and outstanding royalties will not be paidAs you can read above, they say outstanding royalties will not be paid, which they state to allow themselves to put all those royalties into their own pocket. However, on their own website, they state this, Termination Audible *** terminate this Agreement immediately and (b) Audible will, within 30 days after the end of the calendar quarter in which the termination or expiration occurred, issue a final accounting report together with payment for any amounts that *** be due to you under this Agreement in connection with the sale of the Audiobook during the Distribution Period.(See: ******************************************************************************************************************************************)This clearly states that they will, in case of termination, still pay the payment for any amounts that *** be due to you. These are not ethical business practices. Not only are they taking my hard-earned income away that took me years to build up, but as a final nail to the coffin, they are stealing the royalties they owe me by refusing to pay, going against their own agreement.Dear BBB, please solve this problem.*********,***********************

  Business Response

  Date: 07/06/2023

  Hi *******, 

  I have taken your concerns over to our ACX department where they can review your matter. Once this review has been completed, I will contact you with a resolution. 

   

  Thank you for your patience as we work on your request. 

   

  Customer Answer

  Date: 07/07/2023

  
  Complaint: 20271636
  
  Very well. I will wait for their resolution.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just found out on a credit card statement that I have been billed for audible, in which I never signed up for. It showed it was through Amazon. I logged into my Amazon account and discovered that at least since July of 2022 I have been getting charged nearly $15 per month on my credit card for something in which I never signed up for and ver used. I feel as though Audible/Amazon owes me everything in which was charged to my credit card. Its very deceptive and shady to charge me for something I never knew I had or asked for.

  Business Response

  Date: 06/28/2023

  Hello ****,
  
  My name is ******* and I am a member of the ************** Team here at Audible. I received your message from the Better Business Bureau regarding your request for a refunds of membership fees charged to your since July 2022.
  
  I reviewed your account and on June 22, 2022, a ***************************************** order for the membership to begin, customers have to go through a sign up flow that includes selecting a default payment method and agreeing to the Terms and Conditions of the service. Since the membership was not canceled after the 30 day time period, your membership renewed effective July 22, 2022 and you were charged $14.95 each month going forward.
  
  Based on the usage of the account, you are entitled to a full refund. Refunds automatically go back to the credit card that was charged and usually takes **** days to process. Please provide the last 2 digits of the credit card that was charged to ensure that your refunds go back to the correct payment method.
  
  If you would like to discuss this via telephone, I am available Tuesday-Friday between 9 am to 6 pm EST. Please provide your number along with the best day and time to reach you and I will be sure to give you a call.
  
  

  Customer Answer

  Date: 06/28/2023

   

  Better Business Bureau:
  

  As long as they are offering a complete refund for as long as I have been charged for this service (ie. since Julyof last year) I am fine with their offer. I do not ever remember signing up for a 30 day trial, don't know why I would have even wanted to try it,  and obviously never used it. I still feel deceived by either Amazon or Audible.  I'm not sure who I should be angry with. But offering a completerefund helps . 
  ******* with Audible said in the offer that they need the last 2 numbers on the credit card billed. Those 2 numbers are 61. Thank you for offering to do the right thing , ****
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/16/2023

  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.

  I have had a membership for several years receiving 1 credit per month. My credits have built up to 11 and I decided it is not worth the membership to continue at this time, but maybe again in the future.....until today's experience. Upon attempting to update or cancel my membership through several apps ********************************** websites ********************************** and even within the iPhone subscriptions. All routes Failed to meet my expectations. The instructions told me to go to Account Details/Manage Membership to Cancel. There were no options to update or cancel membership...BUT they sure as h*** had a way for me to make payments. They made it VERY easy to take my money but very secretive, difficult, and time consuming for me to STOP them from taking my money. This business practice is NOT IN GOOD FAITH. I eventually had to call Audible to cancel, I followed the prompts to cancel, and the call dropped, (at this point, I am not surprised.) So, I called back and selected normal customer service number, and what do you know, someone answered right away. That is when I was told that I would LOSE my 11 credits if I cancel. How can they STEAL what I have already paid for? This is unethical and moved me to the point of never wanting to return to Audible and blemishes Amazon as well. I have already been migrating to other platforms for shopping, streaming etc. Amazon/Audibles credibility is declining for many reasons and this demonstration of greed is just another reason for me to take my business elsewhere. My request is for POLICY CHANGES and EQUITABLE business practices regarding customer relations. My day started with no detestation toward Audible, that has now changed. After questioning the Stealing of something I have already purchase, that is when the rep informed me to pause for 3 months so that I have time to use my 11 credits. This should not be the work around. Where's the equity with the consumer regarding the purchase of Digital Goods.

  Business Response

  Date: 06/21/2023

  My name is ******* and I am a member of the ************** Team here at Audible. I received your message from the Better Business Bureau regarding a refund for membership fees.
  
  I was unable to locate an active Amazon or Audible account associated with the email address *************************** If you happen to use a different email address as your Amazon sign in, please send your request for a refund from that email address to exec-********************************** and use the subject line Audible BBB Escalation/ Complaint ID #: ********/JE for faster processing.
  
  If you do not have an Amazon account, please provide the following information:
  
  Date of the charge(s)
  Amount of the charge
  Last 4 digits of the credit card that was charged
  The transaction ID number associated with the charge from your bank statement.
  If you would like to discuss this via telephone, I am available between the hours of 9 am to 6 pm EST Tuesday- Friday. Please leave your number and the best time to reach you and I will give you a call.

• Initial Complaint

  Date:06/09/2023

  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 used to use my credit card for my audible membership. I had an issue receiving my new card last time so I put my debit card on the account so there would be no lapse. I just recently had an issue with my credit card so I went on to my account to look and realized that for the last year they had been charging BOTH My cards (my credit card number had not changed when I received a new card) when I messaged the company and talked to them they denied it and said one was charged one month and some months the other card. NOT TRUE according to my bank statements.

  Business Response

  Date: 06/30/2023

  I emailed the customer on 6/22 with a breakdown of the membership charge dates and the linked credit cards which were charged. I was unable to identify any double charges or additional memberships. I advised the customer to send any transaction ID numbers for any unaccounted for charges but have yet to hear back.