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:11/05/2024

  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 have had an Audible account since 2019, and I just changed my form of membership payment to a prepaid Mastercard card. This card has funds on it, but was declined. I contact customer service, and the first line worker was very helpful and did what she could to fix the issue, but wasn't able to get the credit card to work. I then requested to speak to a supervisor. ****** was the name of the next line of defense, and wasn't helpful at all. I explained that I had just purchased items from *************, so why can I continue my membership payments. He mentioned I could buy an Amazon card, but not a gift card, but didn't know where or how I could get a card. I then requested to speak to his supervisor and he said no. ****** said he'd forward me an email with regard to form of payment, but I just checked my email, and there's nothing from him, but my account has now been canceled. I don't understand why ****** will accept my card but Audible won't and ****** was not helpful at all.

  Business Response

  Date: 11/12/2024

  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 the issues you recently had with updating your credit card and I am reaching out to assist with this matter.
  
  I reviewed your account and your most recent contact with our agents and noticed that you called because you were unable to use your prepaid MasterCard to make audiobook purchases and/or membership fees. Although you are able to make purchases using the credit card on ******, there are times where prepaid cards are blocked from membership fees and digital purchases. To see if we are able to use the card toward your membership fees, I recommend removing the card from your account and adding it again. When you add the card back to your account, please be sure that the address you have on file with the company associated with your prepaid card matches the address on your Amazon account.
  
  If you would like to discuss this matter via telephone, please let me know. I am available Tuesday- Friday between 9 am to 6 pm EST and can follow up with you between this time.

• Initial Complaint

  Date:11/02/2024

  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.

  THEY TOOK OVER 36 MONTHS OF PAYMENTS AND ARE REFUSING TO CREDIT ME FOR MORE THAN ONE YEAR. THE CARD ON THE ACCOUNT EXPIRED AND THEY ARE STEALING THE CARD INFORMATION THROUGH THE AMAZON ACCOUNT THAT IS LINKED. BUT THEY ARE NOT EVEN USING MY ACTUAL PERSONAL CARD.

  Business Response

  Date: 11/11/2024

  Hi *******, 

  I have received your complaint from BBB and I am in the process of reviewing your request and experience. Once I have completed my review, I will be able to properly address your correspondence to BBB. 

  Thank you for your patience. 

• Initial Complaint

  Date:10/31/2024

  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'm hoping you are able to assist me with a frustrating issue I have. When I worked at ******* I used their e-mail and phone to sign up to Audible/******. Yeah I know, stupid move. Now Amazon and Audible will not let me in to my accounts because I am unable to complete the 2-step verification that I can only use,(e-mail/phone call) to verify. It made no difference that I had the user and password correct. If you go to BBB you can see where other people have had this done to them. BBB's rating for Audible is one star and BBB won't even let them sign-up. This is how dirty they are. They have still charged me for the monthly audio book, the minimum monthly order. I have at least 15 books I haven't been able to order not to mention I have at least 20 books I have ordered before all this but are only accessible onsite. I have filed a claim with my bank, with ******, Audibles parent company. BBB. I'm going to file a small claim in ********** is another Wow moment. When I stopped payment on my debit card Audible went over to ****** and got my wife's card number and is now charging it for my membership. My wife never had a membership there or had anything to do with them. Audible said they can do that but that's BS, they can't just grab her card without asking or telling her, joint Amazon account or not. The final Wow part is this. For them to charge my wife they had to know who I was in terms of making the two-step verification. They say I cannot prove it's me without 2 step verification so no admission. They did give me a security question (not the kind I pick when signing up) They said I needed to tell them 3 books that are on the sites Wishlist. It's been almost two years, I couldn't even remember one. So, what I'm asking from you is if you can let me use my old ******* e-mail for about an hour ************************* so I can get in my account and close it down and get a refund I hope. With Appreciation **** ??????

  Business Response

  Date: 11/12/2024

  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 the issues you are currently having with your account and I am reaching out to assist you with this matter.Based on your complaint, you have an active account associated with the email address ending in ******************. I reviewed your account and noticed that there was a temporary lock placed on the account due to numerous failed login attempts. I was able to remove the lock out on my end and would like for you to attempt to sign in. If you are unable to sign in because the password is incorrect and you are unable to reset the password, please let me know.If you are unable to access this account because you are no longer able to login to the email, I will be able to transfer your Audible content, membership and credits to the account associated with this email address. This process will take at least 3 business days to complete.Please let me know if you have any further questions. I will be available next week 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 day and time to reach you and I will give you a call.

• Initial Complaint

  Date:10/30/2024

  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.

  ******* from Executive relations at Audible was supposed to contact me on 10/29/24 to figure out what plan would be best for me after major issue with customer service giving me bad information. She did not call on 10/29. I emailed her on 10/29 and 10/30 and she did not respond. A decision had to be made before 10/31. On 10/30/24 I attempted first to change my trial period membership over to a yearly membership, however I have such a terrible experience with the customer service people on the phone that I decided to totally cancel my audible membership!! The first ****** refused to allow me to get to a supervisor. The second ****** (second phone call) also refused to allow me to get to a supervisor. The third call, the man after verifying me hung up on me after saying that me telling him he didn't need to hear the whole situation to get me through to a supervisor. The 4th man (4th phone call) told me I didn't verify my account when in fact I did and it showed as verified on my end. The fifth phone call finally got me through to someone who quickly put me through to a supervisor (*****) who put me in a plan though by that time I was wanting to cancel my audible membership because of the terrible customer service. He put me in a temporary plan while I wait for ******* to call me to figure out the best plan. But the main point of this complaint is how terrible the customer service people are at ********************. These 5 phone call took my entire evening!! Why is it this way? And why didn't ******* call me back on 10/29 like she said she would?? Case ID **********/JE

  Business Response

  Date: 11/01/2024

  Hi *****,I apologize for not calling on October 29, 2024 but I am glad we were able to connect today. As discussed, I canceled the 3 month discounted Audible Premium Plus membership and issued a refund of $8.11 back to your **** ending in **28. The funds will appear back into your account within the next 3-5 business days depending on your bank. An automated email was also sent regarding the cancellation and you can ignore that message at this time.I was able to enroll you into our Audible Premium Plus annual membership effective October 31, 2024 and your credit card was charged $93.08 ($85.99 plus $7.09 tax). You currently have a total of 14 credits on your account and you will continue have access to all of the benefits such as the Plus Catalog and your *********************************************************************************** the process of reviewing your most recent contacts and will provide feedback to the appropriate site managers for coaching and training *********** this time, your escalation has been closed but if you have questions within the next 48 hours, please feel free to respond to this email. I am here to help.

  Customer Answer

  Date: 11/01/2024

  [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.  As ******* said she did finally reach out to me and we got this resolved.  I am happy with the resolution.
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:10/29/2024

  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.

  In Jan 2019 I bought an audiobook Murder at the Vicarage and the Mysterious Affair at Styles through ******. I bought this because the narrator of the Murder at the Vicarage was **** ******* who had played Miss ****** in a tv adaptation. On October 27 I listened to this and the book was now narrated by a different person. How does Audible have the right to remove and replace the product I had purchased? I spent almost an hour on the phone asking to have the audiobook I purchased returned and was told they had reissued the audiobook and nothing would be done.

  Business Response

  Date: 10/29/2024

  Hi *****, 

  I hope this email finds you in good health. Audible constantly tries to improve our listeners experience. I understand your concerns and I hope this will clarify some things for you. I too love a good narrator and I enjoyed **** ******* portrayal  of Miss ****** along with some of the other actresses. 

  The process to start taping an audiobook has many ins and outs, when all parties are satisfied with the audio quality, cover art, narrator and other contractual things the audiobook then is released. ****************** who is the publisher has used **** ******* for their other Agatha ******* however, this title is no longer listed as having her as the narrator. And this is at the publishers discretion. 

   

  Best regards. 

  Customer Answer

  Date: 10/30/2024

  
  Complaint: 22486104
  
  I am rejecting this response because: I do not believe Audible should have the right to change a past purchase without my knowledge or consent
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 10/30/2024

  Hi *****,

  I do understand your concerns. The process is something that is done through the publisher and not Audible. I have taken your experience over to our development department, where further discussion can be had.

   

  Have a healthy day. 

• Initial Complaint

  Date:10/28/2024

  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.

  We had a one month free trial. We did not use this product. We cancelled and have continued to try and cancel this for approximately 8 months. We cancelled through ****** chat, through phone call. Audible is illegally stealing my money.

  Business Response

  Date: 10/29/2024

  Hi *****,

  I understand that youve requested refunds for previous months of membership, and I'm happy that we are able to accommodate your request for 3 refunds. We understand that youre not satisfied with this amount, however, we can confirm that on July 24, 2024, the Premium Plus membership benefit was used.

  Due to this usage of your membership benefits, under normal circumstances, we are unable to issue a refund for your membership charge(s) for those month(s) of active usage as per our Conditions of Use (**********************************************************).

   

  Have a healthy day. 

• Initial Complaint

  Date:10/23/2024

  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 have canceled my audible membership twice and today again I was charged for the third time. I called and spoke with one of their representatives and she was rude.

  Business Response

  Date: 10/24/2024

  Hi *******, 

  I can confirm your membership has been future canceled effective November 23, 2024. You will receive your refund for an amount of $89.70 between 7-10 business days. 

  I am reviewing your contact with our **************** Agent, and our senior leadership has been made aware of your experience. To prevent this from happening again we will re-educate the **************** representative involved in your complaint.

  I appreciate your time.

   

  Have a healthy day. 

• Initial Complaint

  Date:10/22/2024

  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 subscribed to Audible earlier this year but was not happy with the service and cancelled it approximately 2 weeks later. However, I have been billed $15.99 plus tax every month. When I asked my daughter what the charge was for she was able to determine it was for Audible and still active. When trying to follow the instructions for cancellation, we noticed the Audible instructions were very confusing. The link that says "cancel membership" makes it appear that the membership has been cancelled. My daughter had to ****** the instructions and that is where we found out we needed to cancel through the Apple settings. The instructions are not clear for an 84-year-old to determine there could be 2 different payment options. When I called ***** they said I needed to cancel on the website and would not walk me through the process. There should be an easier way to cancel subscriptions and the instructions should be clearly written.

  Business Response

  Date: 10/28/2024

  I have confirmed to the customer that their ********************** membership was successfully cancelled via *****. When a customer initiates their ********************** membership via ***** their billing relationship is directly with ***** and we do not have the ability to access, modify, or cancel the membership. When a customer contacts ********************** directly and we identify their membership is via ***** we direct the customer to contact ***** directly at ***************************** or ************** for assistance. We also provide FAQs in the Help section of our website to assist with managing membership initiated via Apple. 

• Initial Complaint

  Date:10/19/2024

  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 get charge for Audible and they take the money from my bank account I keep calling them, they said they will refound the money but nobody call me they even said they send me a email since August but I don't have nothing.. this charge is from July 2024 and is October and I don't get my refund yet

  Business Response

  Date: 10/22/2024

  Hi *******,

  You previously received an email asking for Touchstone information. Please review and answer this request, this will complete your request for your refund.

   

  Have a healthy day. 

• Initial Complaint

  Date:10/15/2024

  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 noticed a charge on my credit card for $14.95 from Audible and called Audible to find out why. They would not give me any information or tell me who made the charge other than I could dispute it. Disputing a charge is very inconvenient because my card would be closed and new one would be issued causing me a lot of notifications to accounts attached to it. The info from charge Audible********** ref # ****

  Business Response

  Date: 10/22/2024

  I will honor your request to cancel your membership, however, I did not see a membership under ******************. Have you ever used a different email when using ******* does anyone have access to your ****** 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. What marketplace are you signed up with? I may need to locate you by the state or country your membership is under. 

   

  Awaiting your response. 

   

  Customer Answer

  Date: 10/22/2024

  [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,
  
  
  
  ******* ******