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:12/28/2024

  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.

  Free trial and then forgot $$$ charge per month, so frustrating but I take responsibility. My complaint is in the difficulty of canceling the audible account. I researched my complaint online and it seems many other customers have had similar difficulties canceling. Some noted alarming continued charges, even after canceling their account. I had to call my credit card as a result and tell them to block Amazon Audible from further charges.

  Business Response

  Date: 01/08/2025

  I apologize as I was unable to view the customer's specific account as there was no identifiable account information provided such as their email address. However, Audible does provide contact channels via phone, email, and chat as well as a Help Page and an FAQ page to assist with customer inquiries and cancellations. Also the top search result on ****** for "how to cancel Audible membership" provides self service steps and instructions on how to cancel their membership on website, ios, and/or android devices. 

• Initial Complaint

  Date:12/26/2024

  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.

  Have spend numerous hours trying to cancel only to receive the run around by several staff members regarding the recurring charge to my credit card. Audible practices are unscrupulous; they should be able to cancel immediately upon request of the cardholder ( which is me). It should not take 4 people to receive the same information over several months repeatedly to cancel an Audible account. If ********************** is connected to Amazon business services, the cancelation for this subscription should be the same process as Amazon cancellation processes and not try to wear consumers down with unneccesary repetitive requests.

  Business Response

  Date: 01/07/2025

  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 charges you have received and I am reaching out to assist you with this matter.I reviewed the account and the contacts associated with the email provided in the complaint and was unable to locate charges or an active Audible membership. During your phone call with one of our supervisor on December 26, 2024, you provided your daughter's email address and we were able to cancel the membership and issue a refund of $179.40 back to the **** ending in **19.If you have any further questions or concerns regarding your refund, please let me know. I am available between 9 am to 6 pm EST Tuesday- Friday and will respond during that time.

• Initial Complaint

  Date:12/25/2024

  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 canceled my subscription with Audible and the still charged my card. I want a refund of the price they charged.

  Business Response

  Date: 01/09/2025

  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 request for a refund and I am reaching out to assist you with this matter. I reviewed your account and on November 16, 2022, a 30 day free trial was started via the Audible website and the audiobook "Have a *****, Haunted Christmas," by **** ****** was purchased with the free credit. Since the membership was not canceled within the 30 day time frame, the membership renewed on December 16, 2022 and you were charged $14.95 at that time. On February 16, 2024, the membership was canceled and a refund of $14.95 was issued back to the credit card that was charged. There have been no other membership charges since the membership was canceled. In order to properly assist with your request, I will need more information regarding the charge that you received, please provide the following information: 1. Date of the charge(s)2. Amount of the charge 3. Last 4 digits of the credit card that was charged 4. The transaction ID number associated with the charge from your bank statement.If you have any further questions or concerns, please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST and will respond to you during that time. Please note that due to the holidays, response times may be slower than normal. 
  

• Initial Complaint

  Date:12/21/2024

  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.

  Last monthmy account on my ********************** app was malfunctioning. My credits and reading history had been deleted and my account had been switched to the Spanish market. I had a total of 23 books in my library. My library of 23 books disappeared and became only accessible through a confirmation email I had received from Audible after my last purchase. My last purchase was on a new account I created when my original account disappeared. The new account soon over rode the original account and now the original account library is no longer available through that email. Ive had extensive conversations with several representatives the past three days. They tell me they can indeed view my library of 23 books, however, they cannot restore my access unless I can give them a matching email address or an order number from a purchase from the original account. I have given them all three of my email addresses. One representative told me the problem was that the email address they have in their database has a typo that needs to be corrected. Another representative told me that was not true. I have a screenshot of the last book I ordered on my original account. However, there is no order number on that screenshot. The representatives refuse to restore my original account of 23 books, which also includes credits I had accrued. Each representative asks me the same questions, requests the same information, they have forwarded me to other representatives who proceeded to make the same requests and then tell me they cannot help me. I find this totally unacceptable, as a loyal customer since 2014. I find this totally unacceptable to any customer no matter how long or short of a history they have with Audible. The representative present a dead end brick wall. They can view my books, but I no longer have access to them, and they steadfastly refuse to restore my account, thereby withholding several hundred dollars worth of books *** purchased and credit I have accrued the past 11 years.

  Business Response

  Date: 01/22/2025

  From the order number the customer provided we were able to identify the account that was newly established. Requested customer provided the order ID number from any related Audible purchase to help identify the customer's old account. Once the old account is identified we will be able to recreate the lost library content onto the customer's new account. Awaiting customer reply. 

• Initial Complaint

  Date:12/21/2024

  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 called DX customer service on 12/17/24 because I was having issues loggin into the mobile app i was trying to look at my balance because it was less than I thought. The **** than read me my last 10 transactions, when she came across 'audible' on 12/15/24 for a unknown charge of $16.00. I was unaware of this transaction so I called the Audible Customer Support immediately to resolve the charge. I spoke with a agent about the charge, she asked for my email, which I provided, to accept verification for them to review an account I never made with audible, so thinking the $16 charge was from ******, she than transferred me to the ****** account department. I explained the $16.00 charge on my card and the *** said they had no record of this transaction on their part, so they transferred me back to audible once again, they asked for my info. for the 3rd time, by this time I was very irritated by the run around with no attempt to resolve my issue, the ***resentative (*****) hung up our call. I called back immediately, a different **** by name of **** took my info. so he could look into their previous transactions, for the 4th time. I explained the $16.00 charge that their place of business charged me, he also couldnt find the transaction, as the first 3 ***s couldnt. He told me to call my bank because they need to resolve or pay me the amount owed to me. He was very rude, raising his voice, so I asked to speak with a supervisor. He put me on hold for a few minutes, when he returned he stated 'there was no sup available, to call back tomorrow. I just wanted to get this issue resolved so I explained I would wait for a sup to become available, he got very upset and insisted I call back he told me to disconnect and reconnect because I asked to speak with another ***, if he couldnt help me with the issue, he rhan transfered me back to amazon where I terminated a free trial account i had and a verification was never sent to my email, of term.

  Business Response

  Date: 01/02/2025

  Hi ******,

  I did not see a membership under *************************** I do understand your frustration. 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 someones ****** 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. 

  Customer Answer

  Date: 01/08/2025

  Thank you ********* *. for assisting me with my complaint with Audible.  I got back in touch with their customers service ***** on 01/07/25 and got my issues resolved and refunded my monies.

   

  
  
  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:12/21/2024

  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.

  My ****** account was hacked and closed, which I am also still seeking to resolve. I had purchased hundreds of dollars of audiobooks through Audible over the course of years. I am totally unable to access any of the books I spent a lot of money to buy. Sadly, customer service has been useless and only added to the frustration, telling me everything has been erased with the closing of the account by ****** and that I cant even speak with a supervisor as they cant access the account with the email information. I have tried everything to no avail. Customers should know this has been and is being done, and I am very upset by the entire situation. Please help.

  Business Response

  Date: 12/24/2024

  I emailed the customer and offered to help find a solution for this. I informed the customer that this would better be handled over the phone. I gave my availability to the customer asked them to reply back with a phone number and a good time for me to call.

• Initial Complaint

  Date:12/17/2024

  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 is an excerpt from an email I got from audible August 22, 2024 Our return policy allows active Audible Premium Plus members to take a chance on a new narrator or story without losing a credit, or return titles purchased in error. This policy applies only to titles purchased with Audible credits and returns must be made within 365 days of purchase. As of 17 October 2022, titles purchases with credit cards are not be eligible for return whether it is purchased directly through Audible using credit card or paying through external payments like ****** or apple.There's no way to get a return done if I buy a book with my credit card on audible. This seems like something you should investigate. There should be a way to return something bought with a credit card especially since with an audible credit I have a year to return something.

  Business Response

  Date: 12/18/2024

  Hi ***, 

  Audible constantly tries to improve our listeners experience. I have given your concerns over to our development department, where a review can be done. At this present time our return policy will continue. However, as we periodically review our return policy, your feedback will be taken into consideration. 

  Have a healthy holiday. 

   

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22696901
  
  I am rejecting this response because:

  This message provides no resolution. It seems like they will pass it on and the department will say no. There should be a timeframe to return a product if I am spending $. I would be ok even if it was uncompleted books only. Audible should not be used like a library. They are a company.

  Regards,
  
  *** ********

  Business Response

  Date: 12/19/2024

  Hi ***, 

  I understand your concerns. At this present time our return policy will continue. However, as we periodically review our return policy, your feedback will be considered. 

  Have a great day. 

   

   

   

  Customer Answer

  Date: 12/19/2024

  
  Complaint: 22696901
  
  I am rejecting this response because:
  
  They said literally the same thing as before. I don't feel as if I am being heard. There's a lack of understanding of why this is problematic.
  
  Regards,
  
  *** ********

  Business Response

  Date: 12/23/2024

  We have previously responded to the customer. At the present time, there isn't any further steps that can be taken. We have addressed their concerns, however, at this time our policy will not change. There are no plans to update our policy at this time. 

   

• Initial Complaint

  Date:12/15/2024

  Type:Order 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 contacted audible back in 2023 to gain an explanation of charges $14.95 dating back approximately May of 2023. The customer service agent indicated that I could only be granted 6 months of refunds, this was in 2023. Only to find out that I was still be charged all of 2024 as **********, I spoke with another agent that was very rude in the beginning that had a very harsh tone, which was very unprofessional. That promised I would be refunded the total cost for only 6 months, which is what was promised months ago but no one followed up and no refund was issued. However, it is not a fair practice to force customers to pay for services that were never received or utilized, require a customer to pay for services that they did not request, it is unfair for customers to contact customer service to discuss issues but no one takes the time to follow up and ensure the case is closed and ensuring cancellation of subscription that was never approved by customer was proper cleared up.I would like for a full review of my account to take place dating back to ********* and I would like to be refunding for money spent during that timeframe because I did not approve/subscribe to services or use the services

  Business Response

  Date: 12/26/2024

  Hello Dede,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 most recent experience contacting us as well as your request for membership fee refunds and I am reaching out to assist with this matter.I reviewed your account and on February 13, 2023, a 30 day free trial was started using your Amazon credentials and the audiobook "Glucose Revolution" by ****** ********* was purchased with the free credit. Since the membership was not canceled within the 30 day time frame, it renewed on March 13, 2023 and your credit card was charged $14.95.On December 15, 2024, you contacted us to request a refund for the membership fees you were charged and to cancel the membership. At that time, you were provide 6 refunds totaling $89.70. In review of your membership, I noticed that the only time that your membership had been utilized. At this time, I have processed the remaining refunds. The refunds will automatically be issued back to the credit card that was charged within the next 7-10 business days depending on your bank. Below are the details of your refund:VISA ending **88- ****** If you have any additional questions or concerns, please let me know. I am usually available Tuesday- Friday between 9 am to 6 pm EST however due to the upcoming holidays, response time may be slower.

  Customer Answer

  Date: 01/06/2025

  I received a refund to cover the full amount of charges on all debit and credit cards from audible since February 2023. The complaint has been resolved thank you for assisting me.

   

  
  
  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,
  
  Detrenyona *******

• Initial Complaint

  Date:11/30/2024

  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 can not access *********************** and wasted time with 7 people with Amazon today on chat and calls internationally Refund and cancel my membership $14.95 Transfer the books to ***********************n which I can access Cancel my Audible Account *********************** - refund the charge just made + transfer the books to my ***********************m which I can access.

  Business Response

  Date: 12/03/2024

  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 request for a membership refund and cancellation and I am reaching out to assist you with this matter. I reviewed your account and noticed that you contacted our ************* Team on November 30, 2024 via chat. One of our agents canceled your membership and issued a refund of $14.95 back to your **** on **04. The refund can take up to 7-10 business days depending on your bank. An email regarding the cancellation and refund were sent to you the same day to confirm the cancellation of your membership. During review of your account, I also noticed that there was a lock out placed on your account due to the number of login attempts. I was able to remove that lock and you should be able to sign in to your account. If you run into issues, please let me know. You are welcome to provide any error messages you receive as well as screenshots of your experience. If you have any further questions or concerns. please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST.

• Initial Complaint

  Date:11/20/2024

  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.

  After years of unknowingly paying every month for an UNUSED audible account somehow linked through my Amazon prime account (always up to date with credit card info) we tried to cancel membership several times only to be charged again the next month. SEVERAL TIMES. Audible offered 6 months in refund but we are requesting all charges to be returned to account taken from for YEARS. This is unacceptable and so we are complaining to BBB and will escalate to our bank next. We have attempted to call ************ and after endless wasted time on hold the lady who answered (sounded very distant or far away) acted as if there was no one on the line but didnt disconnect we stayed on in hopes we were redirected but nothing happened. Case # ********

  Business Response

  Date: 11/22/2024

  Tell us why here...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 request for a refund of membership fees and I am reaching out to assist you with this matter. In your message to the BBB, you stated that you have been charged membership fees since March 2016. I reviewed your account and noticed that on October 15, 2022, a 30 day free trial was started using the email address associated with your account. Since the membership was not canceled within the 30 day time frame, the membership renewed effective November 14, 2022 and your credit card was charged $15.96 until your membership was canceled on July 12, 2024. On that day, you were provided with a refund of  $96.75. Below is a detailed description of the refund: Refund Amount: $15.96 (5)Card Type: **** **71 Refund Amount: $15.96 (1)Card Type: **** **37  Refunds are automatically returned to the credit card that was charged and will usually appear within 7-10 business days depending on your bank.I will be to provide a refund for the charges to your credit card from November 2022 to December 2023. Due to both the age of the charges and changes in your credit card information, we may need to process your refund via an alternate method. Please provide the last 4 digits of the credit cards that were charged and if they are still active and I will attempt to issue your refund. If we are unable to provide the refund, I will provide the information for the alternate refund. Please let me know if you have any additional questions or concerns. I am available Tuesday- Friday between 9 am to 6 pm EST . If you would like to discuss this matter via telephone, please provide your number and the best time to reach you and I will be sure to give you a call.