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Business Profile

Digital Media

Audible

This business is NOT BBB Accredited.

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Complaints

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

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Audible has 2 locations, listed below.

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    • Audible

      One Washington Place Newark, NJ 07102

    • Audible

      1 Washington Place Newark, NJ 07102

    Customer Complaints Summary

    • 257 total complaints in the last 3 years.
    • 109 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/09/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Transaction (Purchase) on 10/01/2022 in the amount of $162.66 for Audible annual subscription fee. Subscription cancelled, and refund requested the same day. Reversal of charges on 10/04/2022. 10/06/2022 received an "insufficient funds" notice via email from bank. Charge attempt by Audible for $162.66 was declined. On 10/07/2022. Charge authorized and posted to my account for $162.66, audible annual membership fee. This happened AFTER I'd cancelled the subscription, and removed my card from the account. Contacted Audible they report only seeing the 1st charge and the refund. Contacted my bank, stop payment and opened an inquiry on charges. Bank confirms that on 10/01/2022, my account was charged $162.66 (Audible) reversal of charges on 10/04/2022, and ANOTHER deduction by Audible for $162.66 posted to my account on 10/07/2022. Contacted Audible again, same story. Won't refund my money. The bank confirmed all of the activity that Audible is denying. So, where is my money? Audible charged my account AGAIN for annual membership fees for a subscription that had been cancelled, AND had the method of payment removed from the account. Why? Again, where is my money? I formally request a refund of $162.66 immediately, and also request that Audible stop posting charges to my account immediately. AUDIBLE*1404C5Pb1

      Business Response

      Date: 10/18/2022

      I was unable to verify any additional transactions related to the customer's credit card outside of the charge which was refunded. I provided the transaction ID number and related refund ID for the refund which can be verified with the financial institution. I asked the customer if any other transaction ID can be provided for a related additional Audible charge I would be happy to provide a refund. 

    • Initial Complaint

      Date:10/06/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Audible has charged my bank for a subscription 10/05/2022 that I had canceled in September 2022 and I did not Subscribe after I canceled it.

      Business Response

      Date: 10/28/2022

      I was able to identify the membership charges and processed a refund totaling $64.60 back to the customer's credit card. 

    • Initial Complaint

      Date:09/29/2022

      Type:Billing Issues
      Status:
      Resolved
      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 canceled my subscription at the beginning of Sept 2022 and they charged my credit card again on Sept 22, 2022 and saying my subscription ends September 27, 2022. They make trying to canceled with them a headache and they should not be able to keep charging after a customer chooses to leave their program.

      Business Response

      Date: 10/05/2022

      As per the customer request, I have properly cancelled the Audible membership and processed a refund of $16.74 back to the credit card which originated the charge. 

      Customer Answer

      Date: 10/05/2022

      [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:09/24/2022

      Type:Billing Issues
      Status:
      Answered
      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 recently lost my job so I stopped payments on the card I gave them for their service.. Today they charged me for service on a card which I never gave them. I would like to know first and foremost how they got the information for this card that I never gave them..and secondly what gives them the right to use it, without my consent

      Business Response

      Date: 10/05/2022

      My initial outreach to the customer was on September 26th, 2022. The customer did not response to my email. Below is a copy of the email I sent the customer.

       

      "Hello *****,

      I received your message through the Better Business Bureau and wanted to reach out so I can assist.

      How did you attempt to stop payments from Audible? I was unable to locate any attempt at canceling or pausing your membership. If you wanted your membership paused for 3 months so that you can take a break from billing I can do that for you if you like.

      Additionally, if you have any card uploaded to Amazon it will also be uploaded to Audible given we share a database with Amazon. If a card cannot be charged the next card on file will get charged. This is called Wallet Cycling.

      I would like to resolve your initial issue. Please reply back to me and let me know how you want to proceed with your account.

      Sincerely,

      ***"

    Audible is NOT a BBB Accredited Business.

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