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

• 

  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:06/22/2025

  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.

  May 19, 2025: Audible and I agreed that they had been billing me for a service I had never requested or used. When I cancelled the credit card they were using, they chose another credit card from my Amazon account and continued to bill the new card. They agreed to the following refunds: - 1. Refund the last year of charges in the form of 12 refunds at $14.95 each. Their email said this had already been done but for me to give it 10 days. As of June 23, only five (5) of these refunds have been posted back to my bank.- 2. A refund for the years prior to the last year, totaling a separate $313.95 was also approved. For me to receive it, I was told to update their secure server with my billing information (which they have since they have been billing me and have made five refunds to!). Unfortunately, I cannot get into their secure system. When I enter my gmail address, it replies I am an unauthorized user. I have called them 16 times, totalling over 20 hours, and they "update the ticket" and do nothing to help me get the approved refund.

  Business Response

  Date: 06/24/2025

  Hi Wes, 

  I wanted to confirm you are receiving the information from our Account Specialist. I can confirm your newest refund was for $313.95 (USD). You should receive this within 5 to 7 business days. 

  I appreciate your patience while we process your refunds as since they are multiple refunds it does take a little longer to process the refunds. 

  As your refunds are multiples, it does take a little longer to process the refunds. I appreciate your patience. 

   

  Have a healthy day. 

   

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  They tell me I have 6 accounts. I should only have one. I cannot access my books for over a week. Have called 5 times. Call dropped twice. Terrible customer service services. I need access to my books for work.

  Business Response

  Date: 06/12/2025

  I emailed the customer and offered to call them so I can get the proper information from the customer to figure out which account has her audiobooks. Waiting on customer reply.

  Customer Answer

  Date: 06/30/2025

  
  Complaint: 23457309
  
  I am rejecting this response because: Nothing is resolved. I apparently have six accounts. If you wish to communicate please text or call. ************
  
  
  
  Regards,
  
  ******** ****

  Business Response

  Date: 07/05/2025

  I attempted to call the customer numerous times as well as sent the customer an email on how to reset her password (which will allow her to get into the correct account). The customer did not respond to my latest email which was sent on June 23rd, 2025. I am unable to text the customer as texting is not within our scope of communication method.

  Customer Answer

  Date: 07/07/2025

  
  Complaint: 23457309
  
  I am rejecting this response because:  GOOD AFTERNOON!
  
  I CONTACTED THE BBB, DUE TO THE **** THAT I HAVE HAD SEVERAL PHONE CALLS WITH AUDIBLE THAT HAVE NOT RESULTED IN SOLUTION. I APPARENTLY HAVE SIX NEW AUDIBLE ACCOUNTS. I AM NOT ABLE TO LOG INTO MY AUDIBLE ACCOUNT OR ACCESS MY BOOKS. I USE AUDIBLE ALMOST EXCLUSIVELY FOR MY WORK, SO THIS IS MORE THAN AN INCONVENIENCE.  PLEASE CALL ME AND IF YOU GET MY VOICE MAIL, PLEASE GIVE ME A GOOD TIME TO RETURN THE CALL. I AM NOT SURE IF AUDIBLE IS CHARGING ME FOR ALL OF THE NEW ACCOUNTS.
  
  ******** ****, ESQ.  ************
  
  
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:06/10/2025

  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.

  I was charged around $15 on March 31, 2025 for my Audible membership and did not receive the credit I paid for. I have since spoken to Audible twice and neither experience provided a resolution. The customer service agents were rude, condescending, and overall useless. They provided false information to me about the way of canceling and reinstating my membership and this is the only way I know how to file a complaint.

  Business Response

  Date: 06/12/2025

  I emailed the customer and asked if her issue has been resolved yet because she spoke with Audible and ***** after filing this complaint. I offered to call the customer in case the issue has not yet been resolved. Ultimately, ***** has to be the one to cancel her membership because she signed up for Audible via an Apple device which means her billing information belongs to *****. Audible does not have any physical way to cancel her membership given her membership is owned by ******

   

  I offered the call back to the customer so I can properly educate her on how to get her membership canceled.

  Customer Answer

  Date: 06/18/2025

  
  Complaint: 23449501
  
  I am rejecting this response because:
  
  The business emailed me saying they would call me but never did. I called customer service again to try to get my issue resolved and nobody I've talked to knows how to help me, they just keep blaming on *****, who have done everything they possibly can. I would have deleted my account but if I do that it will also delete my amazon account. I am severely disappointed. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 07/12/2025

  I have contacted the customer and provided steps on how to regain access to the account she is not signed into. Once she follow those steps she will sign in to the correct account and can access her books.

• Initial Complaint

  Date:06/09/2025

  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 paussed my account and then all of the sudden it was unpaused by the system against my will and without my knowledge. Also, when I tried to pause it again, the system makes it exceedingly hard. It's also very hard to contact a human in the beep section. I expect to be given a refund for the time I had to waste tackling this. My time is not free.Basically a scam.

  Business Response

  Date: 06/09/2025

  Hi Francesco, 

  My name is Sonserae and I am a member of the ************** Team here at Audible. I have received your concerns and I am in the process of researching your experience. The email used to contact BBB was ******************** I could not locate a membership under this email. Have you ever used a different email when using Audible or ******? Once I receive the email attached with the account, I will better be able to assist you. 

   

  Awaiting your response. 

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23442648
  
  Good afternoon, thank you for your prompt answer. I am afraid I seleected the wrong option in the autofill drop down. I think the email address associated with my account might *****************************************
  
  
  
  Regards,
  
  ********* ******

  Business Response

  Date: 06/11/2025

  Hi Francesco, 

  Thank you for the information! I was able to locate your membership under the ********************************* This membership has been on hiatus from December 9, 2024 to March 9, 2025, the payments began again on April 8, 2025. Your next charge will be July 8, 2025. Have I addressed your concerns, is there any other matter I can work on for you?  I appreciate your patience while I looked into this matter.

   

  Awaiting your response. 

   

   

• Initial Complaint

  Date:06/07/2025

  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.

  Lied to me in April to trick me into canceling my subscription
  Refused to change it immediately like the agent had promised.
  Refused to help me the following month unless I waited an extra hour.
  Sending my credits late or not at all now

  Business Response

  Date: 06/09/2025

  Hi ****, 

  My name is Sonserae and I am a member of the Executive Care Team here at Audible. I have received your concerns and I am in the process of researching your experience. The email used to contact BBB *** ******************.***, I could not locate an active membership under this email. Have you ever used a different email when using Audible or ******? Once I receive the email attached with the account, I will be able to better assist you. 

  Also, could you confirm more information regarding your membership as your last charge, the last audiobook you purchased (if you can recall)? 

   

  Awaiting your response.

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sorry about that; its more set up through my phone number of ###-###-####

  It may be on my 2nd email ** ****************************.*** as well
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 06/11/2025

  Hi ****,

  I was able to locate your membership *****  ****************************.***. The credits are given the same date as the membership start date. At this time your membership is under a 90-Day ****** Prime Free Gold Monthly the trial ends on September 6, 2025, your next bill date will be October  6, 2025. 

   

  Have a healthy day. 

  Customer Answer

  Date: 06/12/2025

  [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:06/05/2025

  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 have canceled the Audible service multiple times and they still continue to charge my credit card. I dont know what to do. Every month I have to contact my credit card company and dispute the charge, saying that *** canceled and keep getting charged.

  Business Response

  Date: 06/09/2025

  Hi *****,

  As requested I have canceled your membership effective today June 9, 2025, an automatic email was sent to ************************ Although you have canceled, you can continue to enjoy listening to your favorite audiobooks as your library, and password will remain active after cancellation. 

   

  Have a healthy day. 

• Initial Complaint

  Date:06/04/2025

  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 have tried three times to link my Audible account to my current ****** account. I lost access to the original email account associated with my Audible account because my university purged me from their system (I am retired). I have about 400 titles in my Audible library and have accumulated many credits because Audible keeps charging my credit card every month. I want my access to be reinstated.

  Business Response

  Date: 06/07/2025

  Hello *******, My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding issues you are currently experiencing with your account and I am reaching out to assist with this matter.  Based on your message, you state that you had a membership previously associated with an email address that you can no longer access. In order to review this matter further, please provide the email address you used and the home address listed on the account. Also, if you have an active membership on this account, please let me know if you would like to re-enroll on your new account. Any other questions or concerns you may have, please let me know. I am here to help. 

• Initial Complaint

  Date:05/29/2025

  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.

  I purchased over 40 titles .my amazon account was deleted and without any notice or warning all of my purchases audible titles .over ****** worth were stripped from me

  Business Response

  Date: 06/11/2025

  I was able to identify the customer's digital library on a closed account. I will process a recreation of the customer's old library on to their new account and confirm directly with the customer once completed. 

  Business Response

  Date: 06/11/2025

  I was able to identify the customer's digital library on a closed account. I will process a recreation of the customer's old library on to their new account and confirm directly with the customer once completed. 

• Initial Complaint

  Date:05/27/2025

  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 have been an audible subscriber since about 2020. I have over 150 audio books. I have over 16 dollars a month since then. Plus I have bought the extra 3 credits multiple times. And, I have paid money for multiple books. In March, my wife and I separated. She took our ****** account and locked it. Before she did, she changed all of the personal information. I have spent over 7 hours on the phone with both audible and amazon. I have over ***** books I paid for. The have out of my bank account with my name. My debit card with my name on it was use. When I signed up for audible, I didn't even know it was owned by ******, much less my account attached to our ****** account. Now I cannot access any of my books. I longer even have access to the original email and phone number. Since I can prove I paid for them, I want my books.

  Business Response

  Date: 06/05/2025

  Hello *****, 

  The Audible ************** Team is currently reviewing your request. You will receive a message within the next 3 business days regarding this matter. Please be sure to check the email address associated with your account as our team will reach out to you directly. 

  Thank you and speak to you soon. 

  Customer Answer

  Date: 06/13/2025

  
  Complaint: 23383188
  
  I am rejecting this response because:
  
  They said they would contact me with 3 days. That was 7 days ago. The phone number and the email here is not the same. I no longer have access to them. And, she changed all of the information for that account and the ****** account attached to it. Please contact me asap.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 06/26/2025

  Hello *****,
  
  My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding your account and I am reaching out to assist with this matter.
  
  In your message, you stated that you lost access your account due to a take over by your wife. In order to assist with this matter, please provide screenshots from the receipts associated with your audiobook purchases along with screenshots from the Audible app showing your titles.
  
  If you have any additional questions or concerns, please let me know. I am available between 9 am to 4 pm EST Tuesday- Friday to discuss this via telephone or you are welcome to respond to this email.

  Customer Answer

  Date: 07/02/2025

  
  Complaint: 23383188
  
  I am rejecting this response because:
  
  The business has not done anything for me yet. The called me last friday 06/27. I got her the Information sheathed for and said she would call me back. She hasn't yet.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 07/10/2025

  Hello *******, 
  
  I apologize for the late response. I was able to locate the charges however I was not able to access the account where the charges occurred. In order to access the account, I will need more information. Please provide the following: 
  
  1. Email addresses that your wife may have/had that may be associated with the account
  2. Phone number that could be associated with the account
  
  If you are unable to provide this information, the only option would be to wait until divorce mediation is complete to gain access to the account you previously used. 
  
  Let me know if you have any further questions. I will be available tomorrow between 9 am to 4 pm EST. 
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  Audible just charged my card and I never subscribed. I called and they disconnected me.

  Business Response

  Date: 05/29/2025

  Hi Hymy,

  I did not see a membership under ********************* I do understand your frustration. I have received and I am investigating this matter on my end. Audible takes great steps to preventing your experience from happening again, this is why we request your assistance with the prevention. When investigating we do refund your funds back to the credit card it was taken. Have you ever used a different email when using ******, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's ****** account? They may have forgotten to delete your credit card off of their account. I ask that you contact your financial organization as a better way to prevent unknown and unwelcome charges. 

  As stated before, I understand your frustration. I feel together we can work towards a favorable solution to this issue. 

   

  Awaiting your response.