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:02/21/2024

  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.

  I Canceled my service last week and they still charge me a monthly renewal fee today at the begining of the new billing cycle.

  Business Response

  Date: 02/22/2024

  Hi *******,

  I will honor your request to cancel and refund your membership, however, I did not see a membership under the *********************** email. Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someones Amazon 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: 02/23/2024

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

• Initial Complaint

  Date:02/21/2024

  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.

  Audible's subscription model charges users for credits on a recurring basis, making it challenging to cancel or pause subscriptions. Cancelling means losing unused credits without a refund, which is seen as punitive, anti-competitive, and abusive to consumers. This coincides suspiciously with the time of American income tax distribution. To cancel, users must navigate through iTunes, adding unnecessary. Furthermore, they have made it impossible to access confirmation codes or login and this seems like a common practice at the moment. This practice should be illegal and the company fined!!!!!

  Business Response

  Date: 02/22/2024

  Hi ******,
  
  I would like to confirm your request before I process it. Are you asking for your membership to be canceled and membership fee(s) refunded? If youd like to cancel your membership online, you can do so by going to **************************************************** from your desktop and follow the steps provided. Keep in mind, deleting the app does not cancel your membership. Before you go, if you have any remaining credits available, we recommend using them prior to cancellation. Also, you can respond to this email and I will cancel your membership or you can contact us toll free at ************. 
  
  I would like to confirm your request before I process it. Are you asking for your membership to be canceled and refunded? 
  
  
  
  Awaiting your response. 

• Initial Complaint

  Date:02/20/2024

  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.

  Since September of 2023, Audible has been charging my bank account. I noticed it in November of 2023 & immediately contacted their customer service chat. I was advised they had stopped the charges & refunded the three months of $15.85 charges. I was advised to wait the 7-10 business days for the refund. In December of 2023 I was charged again and had not received my refund. I contacted the customer service line and was transferred to 5 different chat representatives before being told they could not help me and I needed to call. I called after the holidays and by this point was charged again in January. When I was finally able to speak to someone at Audible I was advised that my banking information was being used but they could not verify the name on the account/membership. I advised it would only be myself or my husband and they confirmed that neither of us appeared on the account. When I asked them to take my banking information off of this membership, they advised there was nothing to do but call my bank. I then handled it with my bank, blocked Audible, and got a new card. Fast forward to this month, Audible has hit a different bank of mine. Same exact amount and situation. They advised they are unable to take an unauthorized payment off of this other persons account and advised me to contact my bank, again. Audible is essentially protecting a thief who has hacked my information and instead of making it right on their end, are doing nothing to help me.

  Business Response

  Date: 02/21/2024

  Hi Lacey,

  I will honor your request to cancel your membership, however, I did not see an active membership under *******************, ************************* and **************************** Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someones Amazon 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: 02/21/2024

  
  Complaint: 21318048
  
  I am rejecting this response because:
  
  This does not resolve my issue. I do not and have not had an account or membership with Audible. My debit card information was used to fund someone elses audible account. ********************** will not identify who is using my information but has confirmed it is not anyone in my household. After blocking audible from my first bank and getting a new card, they have now started charging my other bank debit card, again for an account that is not in my name. A total of 6 membership charges, for a membership that I do not have. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/22/2024

  Hi Lacey, 

  I was able to find the charges on another customer's account. This is why I requested if you, your spouse or child may have ever used a different email when using Amazon. They may have forgotten to delete your credit card off of their account. 

  Due to the uniqueness of your issue, and your credit card being connected to another persons active account, there are limits on the action I can take. The steps that will prevent the charges from continuing will be to contact your financial institution and asking for a fraud claim on these charges. This will stop the charges on your credit card. 

  Note: Legal and privacy concerns limit the information we can release and to whom it can be released. 

   

  Have a healthy day! 

   

• Initial Complaint

  Date:02/04/2024

  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.

  Audible charges your card and then places the account on hold. When attempting to get the issue resolved you get transferred to Amazon who cannot access audible details. Essentially it is a circular conversation that results in nothing but loss on money on the consumers behalf. Contracting for services and accepting considrration for those services and then not providing the services paid for. The amount of money is not the problem it is the constant occurrence of this issue and lack of way for it to be resolved. Money just keeps going missing for nothing I can use and I cant get my money back. You need to stop this from happening. You let these BIG companies get away with stealing

  Business Response

  Date: 02/06/2024

  Hi ****, 

  I will honor your request to cancel your membership, however, I did not receive an email to locate a membership. What email do you use when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon 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. 

• Initial Complaint

  Date:02/01/2024

  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.

  When I checked my credit card bill I saw a bill marked for "audible." It took a long time for me to track down what the charge was, and it turned out to be a book I thought I was reading free online. I don't remember providing my credit card or agreeing to be charged for a membership, so presumably Amazon presented an offer in such a way to make me think it was part of my existing membership, then charged me via my Prime Account details.

  Business Response

  Date: 02/06/2024

  Hi *******, 

  I will honor your request to cancel your membership, however, I did not see a membership under the ******************* email. Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon 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. 

• Initial Complaint

  Date:01/23/2024

  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.

  Audible automatically charges users for credits on a recurring subscription basis, with each credit representing the right to purchase and listen to a digital book on tape. Audible does not make it obvious, intuitive or easy to cancel or pause the subscription which will keep charging the user ad nauseum if they cannot find a way to cancel. If one does cancel the subscription, one loses all credits already paid for and unused, yet receives no refund - which is unnecessary, punitive, anti-competitive, abusive of the consumer, and represents an ill-gotten windfall which the company has cynically calculated collecting on, full well knowing that this is exactly what will happen to thousands or millions of users.To cancel Audible, one must go through the iTunes software, which not everyone has, or has the capability to download and utilize the interface of. This is an unnecessary hindrance on cancellations which is once again calculated to obfuscate users in their quest to cancel, and extort money from them against their will.It is difficult and arduous to get in touch with Audible customer support through their phone system, which rings interminably.

  Business Response

  Date: 01/24/2024

  Hi ****,
  
  I can confirm your membership has been set for cancellation on February 21, ****. I see there was some confusion on how to cancel your membership, please allow me to explain. If you signed up for an Audible membership in the iOS app, your billing relationship is with Apple. We do not have the ability to access or modify the membership. This is why you weren't able to directly cancel with Audible.
  
  For further assistance with this membership, you would have needed to contact Apple directly. You can do so here: *****************************. You can also call Apple directly at this number: **************.I appreciate your patience.

   

  I hope this assist in clarifying your experience.
  

  Customer Answer

  Date: 01/24/2024

  
  Complaint: 21189787
  
  I am rejecting this response because:
  
  Audible stubbornly continues its exploitative business practice of cancelling and not refunding the credits which customers have paid for in the event the customer wishes to stop funneling money to the company in an endless subscription cycle. This policy is a naked threat eminently designed to coerce the customer into continuing the service. What kind of a business snatches away products, refusing to recoup the payment rendered, and announces theyre keeping the goods and the cash, when a customer indicates they want out of the relationship? An anti-competitive cartel.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 01/24/2024

  
  Complaint: 21189787
  
  I am rejecting this response because:
  
  Audible stubbornly continues its exploitative business practice of cancelling and not refunding the credits which customers have paid for in the event the customer wishes to stop funneling money to the company in an endless subscription cycle. This policy is a naked threat eminently designed to coerce the customer into continuing the service. What kind of a business snatches away products, refusing to recoup the payment rendered, and announces theyre keeping the goods and the cash, when a customer indicates they want out of the relationship? An anti-competitive cartel.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/13/2024

  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.

  UNLOCK MY AUDIBLE ACCOUNT PLEASE. I HAVE MY PASSWORD BUT CANNOT AUTHENTICATE USING THE PAST MOBILE NUMBER I NO LONGER HAVE THAT NUMBER IS ************. THE CUSTOMER SERVICE REP WAS EXTREMELY RUDE AND CALLED ME HATEFUL. WHEN I WAS NICE. SHE KEPT SPELLING HER NAME WRONG SO I COULD NOT UNDERSTAND IT. I GAVE HER MY LAST CREDIT CARD ON FILE AND THE SECURITY CODE. BUT SHE WOULD NOT UNLOCK MY ACCOUNT OR CHANGE MY PHONE NUMBER SO I CAN ACCESS MY AUDIBLE BOOKS I PAID FOR. AT FIRST THEY DIDN'T WANT TO HELP ME SAYING THAT I AM NO LONGER A PAYING CUSTUMER FOR AUDIBLE. AND THAT IS VERY UNETHICAL BEING THAT I STILL HAVE TO ACCESS MY BOOKS UNDER THE ***** ACCOUNT. IT' WRONG AND VERY DISTASTEFUL TO HAVE PEOPLE LIKE THAT WORKING FOR A COMPANY THEY DISCRIBED AS MONEY HUNGRY AND NOT CARING FOR CUSTOMERS. THE CUSTOMER SERVICE REP SAID HER NAME IS ******* SHE IS VERY UNPLEASANT. I was on the phone with you for hour just to get my number changed to authenticate and it was very frustrating.

  Business Response

  Date: 01/29/2024

  Advised customer of steps to reset Amazon's 2 step authentication feature. Once the customer is able to verify their Amazon/********************** account they will be able to update their contact information and access their digital content.  

• Initial Complaint

  Date:01/11/2024

  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.

  Audible keeps charging me for a subscription that I never signed up for. They are charging me $14.95 per month and refuse to help when I ask them to stop charging me or cancel the subscription. this is a case of fraudulent charges and the business entity is refusing to help. I've caught them trying to charge me the $14.95 amount twice and had to dispute it with my credit card. I've had to cancel two credit cards due to this issue. No one at Audible.com will help me with this.

  Business Response

  Date: 01/17/2024

  Hi ******, 

  I will honor your request to cancel your membership, however, I did not see a membership under the ****************************** Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon account? They may have forgotten to delete your credit card off of their account.

   

  Awaiting your response. 

   

   

  Customer Answer

  Date: 01/17/2024

  
  Complaint: 21126278
  
  I am rejecting this response because:

  my daughter has an Amazon account but the ******************** subscription is not active and my credit card is not the default method of payment- 
  So please stop charging me. I dont even know how you are getting my credit card details- has your site been hacked?
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 01/18/2024

  Hi ******, 

  I do understand your request, however, so I can troubleshoot all possibilities, would you please give me her email. It will be helpful in coming closer to a resolution to your request of cancellation and refunds within our policy. 

   

  Awaiting your response. 

   

  Customer Answer

  Date: 02/06/2024

  
  Complaint: 21126278
  
  I am rejecting this response because:Not resolved- my answers are not registering - your site is broken. This company stole money from me and I want to be refunded 
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 02/08/2024

  Hi Ange, 

  I can confirm your membership has been located, canceled and refunded. I have refunded multiple refunds totaling $89.70. Depending on your bank, your refunds would have been refunded within 7 to 10 business days. 

   

  Have a healthy day! 

   

   

   

  Customer Answer

  Date: 02/09/2024

  
  Complaint: 21126278
  
  I am rejecting this response because:
  
  I have not received any refunds. Please advise who and where you sent the refunds to. You simply saying you have refunded me doesnt make it so.

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

  Business Response

  Date: 02/13/2024

  Hi Ange, 

  We have refunded multiple membership fees totaling $89.70. The multiple refunds will be applied to the original credit card(s) used to make the purchases. As the refunds may have been issued to several credits cards, you would need to confirm the refunds have been received on those accounts. 

   

  Regards. 

  Customer Answer

  Date: 02/14/2024

  
  Complaint: 21126278
  
  I am rejecting this response because:
  
  I need proof of these refunds - I have not received one refund as of 2/14/24. Please advise where you sent them 

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

• Initial Complaint

  Date:12/26/2023

  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.

  On Dec 14, 2023 I was charged $15.85 for Audible. In Oct. 2023 I signed up for a 30 day free trial of Amazon Prime. In Nov. 2023 they gave me another 30 day free trial ending Dec 14,2023. On Dec 9,2023 I put my Prime membership on Pause. No where did it read Audible was included with my Prime membership. If Audible was included in my membership with Prime, why did Amazon not put Audible on pause also. Amazon bundled my Prime membership with Audible, but when pausing my Prime membership why did Amazon unbundle Audible from my membership. I called Amazon and they connected me to their digital Rep ***** who said since I did not cancel Audible I must pay for it. He checked and saw Prime was on pause. I told him I do not want or even used Audible-I never knew I was enrolled in Audible. I still do not know what Audible is about-, so he canceled Audible on 12-26-23, per our conversation, but said I still have still have to pay for it. I do not think this is fair. According to the e-mails I received, Prime and Audible are both part of the *************** so cancelling both of them at the same time should have been no problem. Since ******* said I signed up for both Prime and Audible at the same time and they are part of the same company, then cancelling them at the same time should have been standard practice. Thank You *****************************

  Business Response

  Date: 01/03/2024

  Hi *******, 

  I can confirm your membership has been canceled effective December 26, 2023, an automated email was sent to ************************* Also, I can confirm a refund totaling $15.85 has been processed and you will receive this refund within 7 to 10 business days from the date you requested the refund. 

   

  Have a healthy new year! 

• Initial Complaint

  Date:12/22/2023

  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.

  Too many emails after asking to unsubscribe

  Business Response

  Date: 01/03/2024

  *BBB FYI (As requested by the customer, BBB please do not send to the customer this information is to let BBB know we have reviewed and handled the customer request.)

  As requested, Audible has opted out the customer from receiving emails from us. If they have received any further correspondence please call Audible at ***-***-****. 

  Have a healthy new year! 

  Customer Answer

  Date: 01/16/2024

  [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,
  
  
  
  *** ******