Complaints

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:11/06/2025

  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.

  Brainlys policy of no refunds is absolutely horrific customer service. I tried contacting them directly, and they said they sent out a notification that our service would be auto-renewing, but we did not receive it. I contacted them and was told too bad, we will not provide you with a refund. Will not? That shows what jerks you are. Again, this is total nonsense of a customer service policy. Their auto-renew policy of were gonna tell you we sent out an auto-renew notice but didnt actually send anything is predatory, sneaky and underhanded. Its fraudulent business. They should not be allowed to operate. You trap people into losing their $39. We KNOW your website says your policy is no-refunds, but we all know that policies can and should be revisited when the company is in the wrong. Based on these reviews, this company is in the wrong A LOT. We DID NOT MISS our cancellation window. YOU DID NOT send us a renewal notice. Period. So dont even try to respond to this review with your ridiculous standard responses such as We understand that missing the cancellation window may feel frustrating. Dont even try. Everyone sees through it. Your standard boiler plate response is awful fraudulent and heartless. The worst customer service. Refund me immediately, please. I can tell by these reviews that you are in business to s**** people out of money. We also did not find the service helpful when trying to study for tests. Totally useless. ChatGPT and Quizlet are WAY better. DO NOT SIGN UP FOR THIS SERVICE, NOT EVEN THE FREE VERSION. THEY ARE SNEAKY JERKS WHO DESERVE ZERO BUSINESS. I hope Ive helped save at least person a lot of heartache and time.

  Business Response

  Date: 11/07/2025

  Hello *********,
  
  Thank you for contacting us. 
  
  Attached here are copies of the messages sent to ********************* as well as information from our system showing that they have been delivered.
  
  As previously informed, Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send two emails to inform our users that the payment will be processed automatically if the subscription is not canceled, and to remind them that we do not provide refunds.
  
  If you have any questions or need further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 11/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This business may say we received the email, but we did not. Had we received the email, I surely would have cancelled the service as we have not used it for several years.  I don't know who received that email, but it wasn't me. I hope you have cancelled my service at this point and do not try to charge me again. Your customer service is horrid.  It is clear from the reviews I see online that many people agree that your service is a trap, underhanded and questionable.  All you had to do was refund my $39.  I really hope I have convinced more people to avoid this service and that this awful customer service costs you more than $39. **************** is truly a simple thing.  I know how easy it is to take good care of customers so they will share GOOD feedback and become return customers. The way you word your response to customers is awful: "We will not refund..." There are much better ways to word that. I would never say that to a customer.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  Customer Answer

  Date: 11/10/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********* *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/03/2025

  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.

  My credit card was charged under the false name ***** ****** under the email ******************************* They refuse to refund my credit card.

  Customer Answer

  Date: 11/03/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/31/2025

  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 was charged for a yearly subscription that I canceled LAST YEAR. This website steals from people as you can see from the other reviews. N

  Business Response

  Date: 11/03/2025

  Hello *****,
  
  Thank you for your message.
  
  When you reached out to us in November 2024, we asked for more information to locate your account, but you didn't reply to our message.
  
  Since you provided more information in your message through BBB, we were able to locate the Brainly account with an active subscription under 56c2r497br linked to ***********************************************************. 
  
  You registered your Brainly account using Apple and opted to hide your login. As a result, ***** assigned an automatically generated email address to your Brainly account ending in ************************.
  
  As a courtesy because you tried to reach out to us previously, we confirm that your subscription on this account has been canceled, and your payment of $39.00 has been refunded. Please allow up to ten business days for it to be received.
  
  Please let us know if you have any questions!

• Initial Complaint

  Date:10/31/2025

  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.

  Brainly automatically renewed my membership yesterday, Oct 30, without clear notice. As soon as I saw the charge, I canceled the renewal and requested a refund within approximately 15 minutes of the transaction.Times are tough, and I simply dont have the extra $30 to spare right now. Despite my prompt request, Brainly denied the refund, stating that they had sent reminder emails regarding the renewal. I did not see those emails, but I acted immediately once I noticed the charge.I believe it is unreasonable for a company to refuse a refund when the request is made so quickly after an automatic renewal. I am asking that Brainly reconsider and issue a refund for the $39 charge.

  Business Response

  Date: 11/03/2025

  Hello,
  
  Thank you for your message.

  As explained in our previous interaction, Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send two emails to inform our users that the payment will be processed automatically if the subscription is not canceled, and to remind them that we do not provide refunds.

  We can see that all the emails were successfully sent and delivered to *********************

  Brainly is an online platform for students, parents, and teachers. We offer a lifetime free Brainly Basic plan, as well as paid subscriptions so that our users can choose the option that best suits their needs. Whenever a subscription is about to renew, we remind them of our policies via email. 
   
  We understand that missing the cancellation window may feel frustrating, and we truly empathize with your situation. Our goal is to always communicate our cancellation policies clearly and transparently while trusting our users to review the information provided.
   
  If you have any other questions or need assistance, please don't hesitate to let us know. 

  Customer Answer

  Date: 11/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has not been resolved. 

  
  
  Thank you for your response. I understand your policy regarding automatic renewals and reminder emails. However, I have been a loyal paying member for several years and this renewal was an honest mistake. Unfortunately, I missed the reminder emails, and the $39 charge has placed a financial strain on me during a difficult time.
  
  
  Given my long-standing history with Brainly and the fact that I reached out immediately after noticing the charge, I kindly ask that you make an exception and issue a full refund for this renewal. I value the service Brainly provides, but I am unable to continue my subscription at this time.
  
  
  I would sincerely appreciate your understanding and consideration in resolving this matter.
  
  
  Warm regards,
  ****** *******
  
   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 11/14/2025

  Hello ******,
  
  Thank you for your message. However, we will not provide you with a refund. 
  
  Brainly is an online platform for students, parents, and teachers. We offer a lifetime free Brainly Basic plan, as well as paid subscriptions so that our users can choose the option that best suits their needs. Whenever a subscription is about to renew, we remind them of our policies via email. 
   
  We understand that missing the cancellation window may feel frustrating, and we truly empathize with your situation. Our goal is to always communicate our cancellation policies clearly and transparently while trusting our users to review the information provided.
   
  If you have any other questions or need assistance, please don't hesitate to let us know. 

• Initial Complaint

  Date:10/15/2025

  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.

  Cancelled subscription but was charged . Company claimed they sent a warning email that it was going to post. Did not receive not in spam.Cancelled immediately contacted and was told nothing could be done.Its absolute robbery.

  Business Response

  Date: 10/16/2025

  Hello ****,
   
  Thank you for your message.
   
  As informed to you via email, you registered your Brainly account using Apple and opted to hide your login. As a result, Apple assigned an automatically generated email address to your Brainly account ending in ************************.
   
  Wed like to inform you that we will not process your refund request, and take a moment to clarify our policy. 
   
  Currently, we do not offer refunds once a subscription has started. An email confirmation was sent when you started the free trial, which included information about our refund policy. In addition, we sent you an email 24 hours before the trial ended, notifying you that the payment would be processed automatically unless the free trial was canceled.
   
  We can see that the subscription on account ********** has already been canceled. It means that the subscription will remain active until the end of the plan, but you will not be charged again. 
   
  If you have any questions or need further assistance, please dont hesitate to reach out. Were here to help you make the most of Brainly moving forward.

• Initial Complaint

  Date:07/16/2025

  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.

  I signed up for a tutoring service for my grandchild last year.I used a ****** account to pay for it.On June ******* I received an email saying they renewed this subscription.I contacted ****** and then Brainily and ****** sent be a notice that they could not cancel it and then BRAINLY .com has denied my claim.I did not authorize this company to renew my subscription The amount was $168.00 .I found a service that does not cost ******** signed in on BRAINLY was leeshato .I will found out the number of my ****** account.

  Business Response

  Date: 07/21/2025

  Hello *****,
   
  Thank you for contacting us. 
   
  Wed like to inform you that we will not process your refund request, and take a moment to clarify our policy. 
   
  Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send two emails to inform our users that the payment will be processed automatically if the subscription is not canceled, and to remind them that we do not provide refunds.
  
  If you have any questions or need further assistance, please dont hesitate to reach out. Were here to help you make the most of Brainly moving forward.

• Initial Complaint

  Date:06/30/2025

  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.

  Company renewed membership without notice, refused refund for services which were not used 2 days after renewal was posted

  Business Response

  Date: 07/01/2025

  Hello,
  
  Thank you for contacting us.
  
  There is no Brainly account linked to the email address *************** If you were charged, the subscription must be connected to a different email address. Please share with us an alternative email address.
  
  If youre unsure, dont worry! Just send us some payment details, and we'll track the transaction and link it to the correct account. Depending on the payment method, heres what well need:
  
  Credit/debit card
  Cardholders first and last name
  Last 4 digits of the card charged
  Date of the most recent charge
  Exact charge amount
  
  ******
  ****** Merchant/Invoice ID - You can find it in your ****** account, under Activity, by selecting the payment from Brainly. It looks like this: ***************************************
  
  App Store/Google Play Store
  Purchase receipt with Order ID (Apple) or GPA number (Google).
  
  Once we locate the subscription, well cancel it for you right away. Please note, though, we dont issue refunds. You can read more about our refund policy here.
  
  Looking forward to hearing from you!
  

• Initial Complaint

  Date:05/09/2025

  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.

  The company charged me for a renewal that is an unauthorized charge

  Business Response

  Date: 05/12/2025

  Hello,
   
  Thank you for contacting us. 
   
  As informed via email  we will not process your refund request, and take a moment to clarify our policy. 
   
  Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send two emails to inform our users that the payment will be processed automatically if the subscription is not canceled, and to remind them that we do not provide refunds.
  
  We went ahead and canceled the subscription on account **********. It means that the subscription will remain active until the end of the plan, but you will not be charged again.

  However, if you believe that your card has been used fraudulently, we advise contacting your bank. They will help you get your funds back and will secure your card to avoid any future unauthorized charges.
   
  If you have any other questions or need assistance, please don't hesitate to let us know. 

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising 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.

  Brainly continues to charge a yearly renewal fee despite my account being a free only version. Same thing happened last year and I thought it was taken care of but I was just charged again. How can I cancel if I have the free version? **************** was no help. I had to cancel my debit card and get a new one to stop this from happening again next year.

  Business Response

  Date: 04/17/2025

  Hello *****,
  
  Thank you for contacting Brainly!
  
  We apologize for not replying to your original complaint. We confirm that your subscription on account ******** has been canceled, and your last two payments of $24.00 have been refunded. Please allow up to ten business days for it to be received.
  
  Please let us know if you have any questions!

  Customer Answer

  Date: 04/23/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  I attempted to cancel my Brainly trial four times before my trial ended. Each time, I reached a confirmation page stating that my cancellation was successful. Despite this, Brainly still charged me for a subscription and now refuses to issue a refund.When I contacted their support team, they falsely claimed that I never attempted to cancel, even though I know I did. Their system either failed to process my cancellations or did not retain a record, which is not my fault. Seeing online, this seems like a consistent issue for many other customers. I immediately canceled again after noticing the charge, yet they still refuse to acknowledge my previous cancellation attempts.Brainlys refusal to refund an unauthorized charge is deceptive and unfair. I am requesting:A full refund for the unauthorized charge (37.5)A confirmation that my subscription is permanently canceled so this does not happen again.If this issue is not resolved, I will escalate further, including disputing the charge with my bank and reporting Brainly to the ************************ (FTC) for fraudulent billing practices. I hope Brainly will take responsibility for this mistake and issue a fair resolution.

  Business Response

  Date: 02/27/2025

  Hello ****,
   
  Thank you for your message.
   
  As previously informed, no registrations of any cancelation attempts were shown in our log. If your free trial had been canceled, you would have received an email cancelation confirmation.

  Additionaly, if you did have issues canceling your subscription, you could have contacted our support team before the charge went through to cancel your trial in time.

  Once again, we understand that missing the cancellation window may feel frustrating, and we truly empathize with your situation. Our goal is to always communicate our cancellation policies clearly and transparently while trusting our users to review the information provided.
   
  If you have any other questions or need assistance, please let us know.