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:05/05/2023

  Type:Customer Service 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 have a recurring subscription with Brainly for their plus plan that is deducted from my PayPal account in Oct of every year. I hade a payment taken out of my account on April 25th for the Brainly Tutor subscription that I did not authorize or request. I have emailed Brainly about refunding my money because I did not authorize this and have not heard back from them. I was sent an email saying there is a 72 hour reply time and I still have not received any emails from them regarding this. I would just like a refund on the money that they took. Their policy is also to refund money if they are contacted within 7 days of the payment being taken. I know I did not authorize this and my daughter who also used the account said she did not upgrade the account.

  Business Response

  Date: 05/05/2023

  Hello,
   
  Thank you for contacting Brainly. 
   
  We're sorry for any confusion with a Brainly subscription!
   
  Unfortunately, we can't process the refund due to an active dispute. PayPal will review the account and decide on the outcome of the dispute submitted. 
   
  However, if the user withdraws the dispute and sends us a confirmation, we will attempt to process the refund on our end.
   
  In case of any questions, please do not hesitate to get in touch with us!
  
  Best,
  
  Brainly Team

  Customer Answer

  Date: 05/08/2023

  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:04/20/2023

  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 April 19 2023 I had a transaction show on my account for this company for *****. I was informed that I needed to contact the merchant because I didn't have a clue what this company even was. My account that was used was a **** with **** as the last four digits and was around 2:37 p.m. I tried to find a way to contact this company and it has been impossible to get through to these people. I would like a refund on my account and I'm not sure how to get a hold of anyone because whenever I called a phone number that was listed for them it was a mobile number. I'm confused.

  Business Response

  Date: 04/24/2023

  Hello,

  Thank you for contacting Brainly.

  We confirm we have not been contacted by the user before she reached out to ********************. We emailed the user to the email address provided, confirming that this email address is associated with a Brainly account created on 19 Apr 2023. Our system indicates that on that day Brainly Plus subscription free trial was activated on that account, which was immediately canceled (on the users end) just a few minutes after its activation. The user was not charged for the ********************** Plus subscription. 
  

  n case of any further questions, please always feel free to get in touch!
  

  
  

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been signed up but not using Brainly for several months, since my child graduated. I am being charged $18 per month and have been unable to cancel my subscription after several attempts were made. I have contacted the company and they have not resolved this problem.

  Business Response

  Date: 03/21/2023

  Hello,

  Thank you for contacting Brainly.

  Brainly Plus subscriptions are recurring, which means they renew periodically until canceled. If a user cannot do it on their account, we are always happy to cancel their subscription on our end. Unfortunately, no previous contact attempts have been recorded in our system before Monday, 20 March, from the email address provided. 

  We can also confirm that there is no subscription linked to the email address the user used to contact us. We replied and asked for further details to be able to locate their Brainly subscription. 

  In case of any further questions, please always feel free to get in touch! 

  Best,

  Brainly Team

• Initial Complaint

  Date:03/02/2023

  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 started a free trial on Brainly. When I signed up it stated I would be charged $2.00 per month. I received an email Monday February 27 stating I would be charged $39.00 for the year. I immediately called them and sent chat requests to not have them take this out of my account and to only do the $2.00 I agreed to. No one responded and today, March 1 I had a charge of $39.00 taken out of my account. This made my account overdrawn and now I have to pay an overdraft fee of $37.00. I tried contacting them again today, once by phone and twice through email and have received nothing except 3 receipts for my subscription. I want my money returned and the money for my overdraft fees because I didnt agree to have it taken out yearly.

  Business Response

  Date: 03/03/2023

  Hello,

  Thank you for contacting Brainly.

  Our Customer Support Team works Monday to Friday, and our regular response time is up to 72 business hours. The user contacted us on Tuesday, 28 Feb, and was replied to on Thursday, 2 March. 

  Here at Brainly, were clear about the pricing of our subscription plans. We indicate that the annual plan averages out to a certain monthly amount, but we transparently inform the users that the charge is billed annually.

  We confirm the users subscription has already been canceled, and the users subscription payment has already been refunded.

  Unfortunately, we cannot provide a refund for any additional fees charged by the user's bank, which we also informed the user about.

  In case of any further questions, please always feel free to get in touch!

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel the subscriptions for my son and daughter ****************************** since they graduated in May of 2022 but my credit card is still being charged $10 a month. I followed all the instructions to cancel, I have sent emails and I have called the customer service phone number I found in a ****** search which is somebodys cell phone and now.

  Business Response

  Date: 02/10/2023

  Hello,

  Thank you for contacting Brainly.

  We confirm that the users contacted us for the first time on 11 Aug 2022. We replied the following day, informing the user there was no active subscription on the account the user provided us with, and we asked for more details to be able to locate the account with an active subscription. Unfortunately, we have not heard from the user until 8 Feb 2023. We replied to the user on 10 Feb 2023, providing the user with more insights regarding other Brainly accounts the user sent us details for, and requesting more information to be able to locate the account with an active monthly subscription and cancel it for the user.

  Currently, were awaiting the users reply.

  In case of any further questions, please always feel free to get in touch!
  

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I had gotten the free trial for Brainly and I have many incoming emails and I didnt get a notification for Brainly. I told my son to cancel it as soon as it was done and he said he didnt see a email. I was charged $39 on 2/02/23. The charge is for answers without ads and a tutor but my son doesnt need that at all. I have been emailing for about 4 days and no answer. I would just like to get a refund and thats it, I still dont know why the default payment is the yearly one thats is $39! My Receipt #**********

  Business Response

  Date: 02/08/2023

  Hello,

  Thank you for contacting Brainly.

  We confirm the users subscription has already been canceled, and the users payment has already been refunded.

  In case of any further questions, please always feel free to get in touch! 
  

  
  

• Initial Complaint

  Date:02/06/2023

  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 ***** at *********** for their yearly subscription which i do not recall signing up for . My account is under **************************** and the username is **********. I have emailed multiple times and have gotten no answer back . This was charged January 29th , 2023

  Business Response

  Date: 02/08/2023

  Hello,

  Thank you for contacting Brainly.

  We confirm the users subscription has already been cancelled and the users payment has already been refunded.

  In case of any further questions, please always feel free to get in touch!
  

  
  

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good evening, please I will need a refund back to my card and my account information is km956k89jp is the username and the email is ************************************* I am a parent and I bought it today but had to cancel same day because on the website it bait and switch me . I wanted the brainly tutor and not the plus plan only after I paid it gives me more information about the plan I bought. I havent used the service since canceling.I have sent an email over 9 days ago and havent had a response.I have sent pictures.

  Business Response

  Date: 01/23/2023

  Hello,

  Thank you for contacting Brainly!

  We confirm that we contacted the user and processed the refund.

  In case of any further questions, please always feel free to get in touch.

  Best,

  Brainly Team

• Initial Complaint

  Date:01/09/2023

  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 signed up for a 7 day free trial. I contacted them EIGHT times through emails, contact forms and even called their fake phone number given on ******* They never responded once. I got emails saying they got my message but they never personally responded. I told them I didn't want the yearly subscription for $39. They charged me anyway but won't respond to me. I want my money back and I want them to leave me alone so they don't charge me again next year. The phone number on ****** is a fake number, it doesn't work. Pls help me. Thx

  Business Response

  Date: 01/23/2023

  Hello,

  Thank you for contacting Brainly!

  We confirm that we contacted the user and processed the refund.

  In case of any further questions, please always feel free to get in touch.
  

  Best,

  Brainly Team
  
  
  

  
  

• Initial Complaint

  Date:12/27/2022

  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 am writing to request a refund for a service that was purchased on dec 19 but was cancelled the same day. The service was purchased by my son without my permission , but it has not been used at all.I have been trying to request a refund for over two weeks now, but I have not yet received a response . I have tried everything to contact this company including multiple email . I understand that these are unusual times and that customer service may be stretched thin, but I hope that you can understand my frustration and expedite this refund as soon as possible.I would greatly appreciate it if you could let me know the status of my refund request and provide me with my refund Brainly account info ********** *********************

  Business Response

  Date: 12/28/2022

  Hello,

  
  Thank you for contacting Brainly.

  
  Weve contacted the customer and confirmed that their subscription had been canceled and refunded.

  
  In case of any further questions, please always feel free to get in touch.

  
  Best,
  Brainly Team
  

  
  

  Customer Answer

  Date: 12/30/2022

  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,
  
  *********************