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: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.

• Initial Complaint

  Date:02/06/2025

  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 signed up for a free trial. The day before I was charged I checked my account to cancel and my online portal said that I was using a free account, the next day I was charged. I want to be refunded ASAP. They have not telephone or chat. I am furious. I was charged even though I cancelled and shouldnt have been. I want my ***** back and subscription cancelled immediately!

  Business Response

  Date: 02/06/2025

  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. 
  
  As noted on the payment page, we dont offer refunds once the subscription has started. In addition, we send an email 24 hours before the trial ends to inform our users that the payment will be processed automatically if the free trial 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 03/06/2025, 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:06/14/2024

  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.

  My card got charged $40 for a subscription that I NEVER paid for or agreed to. I saw this on my online banking app and I was so confused. It was a year long subscription for Brainly. Brainly is an app where students help tutor eachother but you have to pay if you need more than a few questions answered. Whilst I did have the app, I never paid for a subscription and I only had it because of my online credit recovery course called edmentum. The thing is, my edmentum course was over the same day that purchase was made. I didnt need nor want the subscription. Especially for a whole year?? You have to be out of your mind to pay $40 for answers that are wrong half of the time. I went to the help page where they sent me to text AI. I told the robot that they need to terminate the account and subscription that was linked to my card and refund me. It then referred me to a real human because it could not understand what I was trying to say. I then contacted costumer service via email. 10 minutes later I got a response so I was very hopeful. Mind you it was 6:53am so the fact that the real person responded so quickly made me feel much better. But when I open the email, the person tells me that they simply don't issue refunds and basically it is what it is. So, after I got out of school i went back to the consumer service AI thing and it absolutely REFUSED to refer me to a real person. They finally sent me to this page where I could type in the issue I have. Again, I told them to deactivate the account and just anything to get my money back. I sent this second complaint at around 3pm. After about two hours I was so over it and I just replied to the original email from earlier this morning and said that I would be contacting you guys. That was around 5pm, it is now 11:30pm and I have heard nothing. I really just need them to terminate the account with the subscription and refund me my $40.

  Business Response

  Date: 06/14/2024

  Hello ********,
   
  Thank you for contacting Brainly.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.

  If you think 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.

  The subscription on account isabellaanderson1 has already been canceled. It will remain active until the end of your plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds.

  Customer Answer

  Date: 06/15/2024

  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:

  The message that the business forwarded to you was the identical message that I was sent days ago. They still have not provided me an explanation as to why this subscription was linked to my account. Also I still have not received  any sort of compensation for the $40 that my card was  charged. I am so beyond distraught. I never thought that something like this would happen to me. I dont know what to do anymore and I need help.  

   

   

   

   

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

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

  Business Response

  Date: 06/27/2024

  Hello ********,
   
  Thank you for contacting Brainly.

  You created the account isabellaanderson1, associated with the email address ****************************************, and initiated a Brainly Plus free trial there.

  This trial was later converted into a paid subscription, since it was not canceled beforehand. Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ****************************************. 

  As we informed on our previous emails, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  The subscription on account isabellaanderson1 has already been canceled to avoid further renewals. It will remain active until the end of your plan, but it will not auto-renew.
   
  If you need any other information, please let us know.

• Initial Complaint

  Date:05/31/2024

  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.

  On Thursday May 29 Brainly charged my bank account for a subscription fee of $39. Immediately I emailed asking for a refund & logged in & canceled the subscription. We are taking within two mins or less of seeing the charge. On their website they claim they send out a reminder email of subscription charges 7 days prior to processing the fee. No such email ever came to me, checked junk, spam, everywhere. Response I received stated no refund would be given. How can a company claim to send an email, yet not do it, then charge a persons account & refuse to issue a refund when a customer requests only seconds after the charge is made!?! Granted I understand if I responded days/months later. No opportunity was given to remind the customer that a charge would be made 7 days later. The most frustrating part is my grocery order got canceled because of their charge. People should be warned to not subscribe because without warning you will be charged & no refunds given.

  Business Response

  Date: 05/31/2024

  Hello *******,
   
  Thank you for contacting Brainly.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  Our system indicates that the subscription on account missmommat was canceled after it was renewed. It will remain active until the end of your plan, but it will not auto-renew. We double-checked and can confirm all the emails were sent and delivered to this email address ********************. Our system recorded that a 1-day expiration reminder was opened before the subscription was renewed, 30 minutes after it was received. Please see the screenshots attached.
   
  Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send expiration reminders, and we inform the users that we do not provide refunds if the subscription is not canceled on time. Our system clearly indicates that all the information was sent to this email address ********************.
   
  If you have any questions, please always feel free to get in touch.

  Best,
  
  Brainly Team

• Initial Complaint

  Date:05/16/2024

  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 signed up a one week with this company. I understand the importance canceling trials with the time frame, but anybody I have ever done a trial gives you some type of warning of trial coming to an end. Brainly did not. My biggest problem though is the money came from a different payment method than what I put. The greed from this company clearly shows as I read all other complaints as well. As a teacher and a mother I would NOT suggest this company. I get if you canceled a week or month after your trial started but I canceled the day of. Won't issue a refund despite not using the service. In times where money is tight, I needed that refund. The company refuses despite no warning, incorrect payment method, and canceling day of.

  Business Response

  Date: 05/17/2024

  Hello ******,
   
  Thank you for your reply.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  Our system indicates that the subscription on account ******** was canceled after the free trial turned into a paid subscription. It will remain active until the end of the plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ****************** (attached to this message). 
   
  If you have any questions, please always feel free to get in touch.

• Initial Complaint

  Date:05/09/2024

  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.

  I entered a trial version of the Brainly app for my child. The trial version ended on October 12th, 2023. I cancelled on this day before 4 PM central time. Despite this, my card was charged $96. I reached out to the support team to fix this. I read through the trail agreements and did submit a cancellation before midnight on the day of the trail ending. They refused to help and said THEY DO NOT OFFER REFUNDS. I should not have needed a refund as I did cancel on time. I want my money back as this is 100% bad business and fraudulent. It seems many others have had the same experience. We needed the service for assistance with one assignment. It has not been used since. Even your website shows the cancelation was on October 12th. I also have apple receipts showing the trial would end on the 12th.

  Business Response

  Date: 05/10/2024

  Hello,

  Thank you for contacting Brainly.

  We offer a 7-day free trial for our first-time users so they can try out our product and choose the option that best suits their needs, going with a paid subscription package or reverting to a free Brainly Basic plan. If a user does not wish to continue with a paid plan, to avoid the charge, the trial must be canceled on time. 

  So such an important matter as the date of the first charge is not subject to interpretation, the user received an email that clearly stated the following:

  After a 7-day free trial, your annual subscription will begin automatically, and you will be charged $96 annually, starting on 12 Oct.

  To avoid the charge, the free trial should have been canceled before 12 Oct. 

  If there is anything else we can assit with, please always feel free to get in touch! 

  Best,

  Brainly Team

  
  

• Initial Complaint

  Date:05/08/2024

  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.

  Somehow I was charged $39 for something that I didnt authorize. They claim I have no account but yet my bank account is being debited $39. I would like a refund

  Business Response

  Date: 05/10/2024

  Hello ****,
   
  Thank you for your message.
   
  With the information from you, we were able to locate your subscription on account ************** under the email address ********************************************.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  The subscription on account ************** has now been canceled. It will remain active until the end of your plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ********************************************. 
   
  If you have any questions, please always feel free to get in touch.
   
   

  Customer Answer

  Date: 05/10/2024

  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 is from an invalid email. The wind stream email is not mine.  

   

   

   

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

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

  Business Response

  Date: 06/12/2024

  Hello ****,
   
  Thank you for your message.
   
  With the information from you, we were able to locate your subscription on account ************** under the email address ********************************************, which matches your first and last name.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  The subscription on account ************** has now been canceled. It will remain active until the end of your plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ********************************************. 
   
  If you have any questions, please always feel free to get in touch.

• Initial Complaint

  Date:03/01/2024

  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.

  Total scam! I received a charge for $39.00 from this website. I contacted them and disputed the charge, requested a refund and cancellation of any future charges. This was immediately after being charged. They replied and told me they would cancel future charges but they wont refund me for the year they charged me! I relied and told them I did not sign up for a subscription and never agreed to charges. Once again they replied and said I was responsible for a year charge. How can I be charged a year for something I IMMEDIATELY notified them about and requested a refund one? I contacted PayPal and changed all my passwords. I am only left with contacting my banking institution to file fraud. Its a shame that companies like this run SCAMS !! You can see on my screenshot that I IMMEDIATELY notified them after they charged me! IMMEDIATELY

  Business Response

  Date: 03/04/2024

  Hello ******,
   
  Thank you for contacting Brainly.
   
  If you think 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.
   
  However, unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center --> ***************************************************
   
  The subscription on account sharonbtfr has now been canceled. It will remain active until the end of your plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to *********************. 
   
  If you have any questions, please always feel free to get in touch.
   
  
  Best,
  
  Brainly Team