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:07/03/2024

  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.

  The date was June 27 2024 Brainly took ***** from my debit card which was unauthorized. I would like them to cancel any subscription that i possibly have with them and if possible please refund my money. Thank You Routing# *********** Account# **************

  Business Response

  Date: 07/04/2024

  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.
  
  The subscription on account coleenwilkes 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: 07/10/2024

  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: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:03/14/2024

  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.

  Hello,I have been continuously charged by brainly despite not having an active plan. I was charged again today, March 13th, 2024 despite currently having a lifetime free plan. I was charged today for a total of $24. These are reoccurring yearly charges. I have billed for a total of 5 times over what I am assuming is a few years, $24 each payment, totaling in $120 worth of charges.I have filed a dispute with PayPal over the charge, as well as emailed the company for more information about these reoccurring charges. To my knowledge, there are no other accounts these charges could be coming from. I also have not been sent emails from the company with a receipt for these charges, PayPal is the only record.

  Business Response

  Date: 03/15/2024

  Hello,

  Thank you for contacting Brainly.

  We informed the user that they had two ********************** accounts.

  The subscription on one account ended last year and currently, this is a free account. The subscription on the other account was still active and we canceled it for the user so it does not renew in the future. 

  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. This information was included in the emails sent to the email address linked to the user's account with still active subscription.

  Best regards,

  Brainly Team

  
  

• 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

• Initial Complaint

  Date:02/28/2024

  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.

  On 2/4/2024, I registered for a free 7-day trial with Brainly. At the end of the free trial, Brainly was charging me $39 subscription if I would not cancel by the and of the free trial which was 2/11/2024. I canceled the free trial on 2/9 and they still charged me on 2/11/2024/ They didn't send any confirmation email on 2/9 which I think it was intentionally set up like that by Brainly so to say later that I have no proof that I canceled. However, they charged me on 2/11 @ 3:01 pm and I canceled immediately @ 3:28 when I got a notification from my PayPal account. I tried to solve the issue with Brainly but they are very adamant about their service although it is very clear that they are lying and stealing people's money. I have seen numerous complaints about this exact issue over the Internet. It is outrageous that there are companies taking advantage of other people in such way, by stealing people's money. Thanks,

  Business Response

  Date: 02/28/2024

  Hello ******,

  Thank you for your message.

  You started a free trial on 4 Feb. Since it was not canceled before the 7-day period, it converted into a subscription.

  As you can see in the images below, we keep our users informed about every stage of their trial or subscription. You received an email on 4 Feb informing you the trial had started and another one on 10 Feb informing you your subscription was about to start.

  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 philiparsintescu was canceled 18 minutes 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.

   No previous cancelation attempts have been recorded on our end. You would have received an email confirming if your subscription had been canceled.

  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 **************************.

  Please let us know if we can help you with anything else. 
  
  Best,
  
  Brainly Team

• Initial Complaint

  Date:02/20/2024

  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.

  Signed up for a free trial. Received a charge at 11 pm 2/18 for $10. Went to my Brainly profile- free use until the 23. Weird right? So I cancel my subscription, and am glad the charge was declined. Thinking they charged me early (because they did) I went to check my email to make sure I got a confirmation. Lo and behold- TWO emails confirming a cancellation, BUT each email stating a different date through which I could continue using the subscription. One stating 2/18 (today) and one stating the 23rd. Wtf?? I have literal screenshots and can prove all of this. Glad my bank declined the charge automatically. Dont trust them.

  Business Response

  Date: 02/21/2024

  Hello ******,
  
  Thank you for your message. 
   
  We apologize for this confusing emails, it looks like there was an issue on our side and we are investigating it.  Note that you started this trial on 12 Feb, and unless you canceled it, it would convert into a paid subscription on 19 Feb, as explained when you started the trial (screenshot attached).
   
  The details you provided allowed us to locate your Brainly account **********, which had a trial subscription and is linked to the email address ***********************************************.
   
  You registered your Brainly account using Apple and opted to hide your login. As a result, Apple assigned an automatically generated email address ending in ************.appleid.com to your Brainly account.
  
  We can see that your free trial subscription on account ********** has already been canceled, so there won't be any new charges to your credit card. 
  
  Please remember that Brainly trials are only offered to first-time users. If you try to reaccess the trial in the future, you will be denied and automatically billed for the subscription you select at checkout.
  
  Let us know if you have any questions!
  
  Best,
  
  Brainly Team