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Business Profile

Educational Technology

Brainly.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Educational Technology.

Complaints

Customer Complaints Summary

  • 75 total complaints in the last 3 years.
  • 27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/10/2022

    Type:Product Issues
    Status:
    Answered
    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 used *********** for about one year and canceled the account in at the beginning of this year 2022. However, *********** still charged my $24 in August 2022. When I contacted them, they confirmed that I did not any active account with them and that the charge was a fraud. However, they refused to give me back the refund because they said that I contact them after their 7 day time frame (they charged me on Aug 15 and I contacted them on Sep 26).This was a fraud and they refused to correct it.

    Business Response

    Date: 11/14/2022

    Hello,

    Thank you for your message.

    The user was charged on 15 Aug 2022 and contacted us for the first time on 26 Sep 2022. We did not confirm the charge was fraudulent, but we informed the user that they did not have an active subscription on the account associated with the email address they wrote us from, and requested more details to be able to locate their second account with an active subscription. In the meantime, we informed the user that we were not going to process a refund as their 72-hour/7-day timeframe had surpassed. We encouraged them to learn more about our updated refund policy in our email communications about your account or our ************ Once the second account was located, the subscription was cancelled. 

    Please see our latest reply to the user:

    "Hello,

    Thank you for your message.

    Brainly Plus subscriptions are recurring, which means they renew periodically until canceled, and we're transparent about this in our subscription communications. If our users cannot cancel their subscription on their account, we are always happy to cancel it for them on our end.

    We understand things can slip one's mind, therefore, we guarantee 72-hour and 7-day windows for monthly and yearly plans, so users can contact us and request a refund. However, your subscription was activated and charged on 15 Aug, and you contacted us on 26 Sep. Therefore, well not be able to provide a refund for your latest payment.

    Should you have any further questions, we're here to help!

    Best,
    Brainly Team"

    Customer Answer

    Date: 11/17/2022

    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 7 day policy is very shady.  Life is busy and not alot of people have time to check their bank every week.  Other tutoring websites that I used were willing to refund when I contacted them months after the charge took place.   They could check the activity on my account.   If they don't see that I used the account, they were willing to wave the charge.  *********** has received lots of complaint similar to mine.   They just want to steal money from their customer.  I my case, they created an account that I was not even aware of so they can withdraw the money from my paypal account.  

     

     

     

     

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


    Sincerely,

    *******************




     

    Business Response

    Date: 12/12/2022

    Hello,


    Thank you for contacting Brainly.


    Wed like to assure Better Business Bureau and the user it has never been our intention to trick anyone into using our services. Were clear and transparent about our policies in all our communications. We understand things can slip one's mind, therefore, currently, we guarantee 72-hour and 7-day timeframes for monthly and yearly plans, so users can contact us and request a refund. The users subscription was charged and activated on 15 Aug 2022, and they contacted us on 26 Sep 2022. Hence, we cannot proceed with the refund. 


    The Brainly account associated with the email address the user contacted us from was indeed free. However, after providing us with some additional details, we were able to locate the users second Brainly account with an active subscription that was already canceled on the users end. We informed the user ********************** couldn't create an account on the users behalf. To avoid confusion, we always recommend having only one Brainly account.
    In case of any further questions, please do not hesitate to contact us.

    Best,
    Brainly Team


  • Initial Complaint

    Date:11/10/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 10/31/2022 I saw that I had been charged $60 for a subscription to Brainly, which I never heard of and certainly never signed up for or purchased. According to the email I received from them, they stated that if there were any issue or questions about this purchase to email them. I emailed them over 5 times in the past 2 weeks and still have yet to be contacted by them to address this matter. I am requesting a refund for this $60 that they took from me. There is no phone number to contact them and I am not getting anywhere by emailing them.

    Business Response

    Date: 11/14/2022

    Hello,

    Thank you for your message.

    Since the user contacted us directly, please see below our reply:

     

    "Hello ******,

    Thank you for contacting Brainly!

    Were sorry we did not respond to you promptly. Our regular response time is up to 72 business hours, but currently, were receiving a higher volume of emails, and its taking us a bit longer than expected to reply. Please be assured that we're working diligently to get back to our users as quickly as possible.

    We confirm that your subscription has now been canceled, and your payment has been refunded. Please allow up to ten business days for it to be received.

    Please let us know if you have any questions!

    Best,
    Brainly Team"

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 my checking account even after I have asked them to cancel my daughters subscription. My daughter signed up for the service a couple of years ago when she was 13 but now no longer uses the service. My daughter does not remember her log in information to cancel through their website. Brainly does not have a customer service number where you can get help with your account. They do refer you through a recorded message to submit an email message. I did that and they said they would review my email but I have received no further information and once again they have charged my checking account. I feel they make it very difficult to cancel your subscription so you are not able to. I need assistance with getting them to cancel this subscription.

    Customer Answer

    Date: 11/08/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Brainly has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *************************

  • Initial Complaint

    Date:07/25/2022

    Type:Product Issues
    Status:
    Answered
    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.
    WE have always been signed up for *********** Free Lifetime, yet we were charged $24 on 7/20 for a renewal. If it's FREE, we should never be charged. We cancelled the Free Subscription and we ask for a refund of $24.

    Business Response

    Date: 07/28/2022

    Hello Brainly user,

    Were sorry for any confusion you're experiencing with your Brainly account, but we can certainly help with this! 

    Can you please email us at ********************************** and provide us with your Brainly profile link or email associated with this account, so we can properly locate your account.

    Once we have this information, we can assist you further and ensure your needs are met. 

     

    Best,

    Brainly Support Team 

  • Initial Complaint

    Date:07/20/2022

    Type:Order Issues
    Status:
    Answered
    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 charge for a subscription that I never signed up for. I did not sign up for a subscription on this account. I had a subscription that was canceled a year ago. However, I never signed up again. Now I am being charged a subscription fee because I am randomly signed up for a subscription. I want my money refunded, because I never signed up for this and this is unacceptable.

    Business Response

    Date: 07/28/2022

    Hello ************, 

    Were sorry for any confusion with changes on your Brainly account, but we can certainly help with this!

    Can you please email us at ********************************** and provide us with either your Brainly profile link or email associated with your account.

    Once we have that information, we'll be able to further look into this matter for you and ensure satisfaction. 

    Best, 

    Brainly Support Team 

Brainly.com is NOT a BBB Accredited Business.

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