Business Profile

Digital Media

Audible

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Complaints

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

Customer Complaints Summary

253 total complaints in the last 3 years.
111 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/07/2025
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.
Fraudulent charge on 07/07/2025 of $14.95, 4 months after cancellation of services. Because services and subscriptions were terminated, I am unable to access the previous account or resolve the discrepancy through ******'s customer service. Reported to my bank and currently disputing the charge, asking any further unauthorized payments to cease.
Business Response
Date: 07/11/2025
Hello,
Thank you for contacting Audible via the Better Business Bureau. A member from our ************** Team will be researching this matter and will contact you via the email address associated with your complaint.
Initial Complaint
Date:06/27/2025
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.
I had a publisher's account with ACX/********************** until June 16th, when, without warning, they kicked me off and stole all of my outstanding royalties, claiming that there were "suspicious purchases" associated with my titles, and that was reason enough to ban me forever.What they did not explain is how that is my fault? I did not make these "suspicious" purchases, nor did I have any knowledge of them, but because unknown bad actors were doing wrong on their platform, they banned a legitimate author, who has been in good standing with them for six years, from selling her audiobooks, and then they stole her money.The best part is that half of the titles they claimed had suspicious purchases were not for sale and have never been for sale. It is literally impossible for anyone to have purchased them, suspicious or otherwise, because the products do not exist.I mentioned this fact multiple times in my many emails and pleas to them to return my account and pay out the money they stole from me, but every reply received was a copy/paste form letter that claimed they would not reverse their decision, or give me any details or explanations.After rejecting me for a second time through another form letter, they stopped replying to my emails completely. This is on top of refusing to answer to any of my requests for a call ******* is truly frightening that Audible/ACX can just invent a reason to sabotage legitimate authors, claim they don't have to explain or give evidence to support their sabotage, steal a single mother's rent money, and then ignore me as if my pleas for my only income are bothersome to them.
Business Response
Date: 07/01/2025
Hi ******,
I have sent your concerns over to our *************** A review and response will be addressed soon.

Have a healthy day.
Customer Answer
Date: 07/02/2025

Complaint: 23530193

I am rejecting this response because:
I am being punted back to the same people who continue to ignore me, instead of being helped or put in contact with someone who actually cares.

Regards,

*********
Business Response
Date: 07/14/2025
Hi ******,
Could you confirm the email you have used with the publisher's account? I did not locate any membership under the email provided.
Awaiting your response.
Customer Answer
Date: 07/14/2025
[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:06/22/2025
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.

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Audible is NOT a BBB Accredited Business.