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:10/25/2023

  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 have been trying to get them to cancel my grandson's subscription. He hasn't needed the program since this last summer. The phone number they use for the banking information is disconnected, and it has been since I've been trying to contact them.

  Business Response

  Date: 11/30/2023

  Mathway customer support is available via email only and the direct email address is [email protected].  Please reach out to the Mathway customer support team via email and your request will be answered within 24 hours!  Again, the email address to contact Mathway is:  [email protected].  This information can also be found on the Mathway website.  

• Initial Complaint

  Date:10/16/2023

  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.

  Starting in May and continuing through October 2023, my bank account was debited a monthly charge of $10.59 by a corporation named MATHWAY. I attempted to contact them by using the telephone number provided on their debit notice, however, it is out of service. Subsequent inquiries have disclosed that the number provided has not been in service for the entire span of May 2023 to October 2023. The Customer Portal provided to cancel services results in an endless loop that returns the user restart the logon process. In September 2023, I cancelled my Debit card and had a new debit card issued. I did not provide MATHWAY with the new card number. On October 13, 2023, MATHWAY, attempted to charge my bank account with the new debit card number. I have no idea what the recurring charges represent, and, I have no idea how MATHWAY gained access to my new debit card number.

  Business Response

  Date: 11/02/2023

  Hello, 

  Mathway subscriptions can always be managed through the settings of your Mathway account.  Our customer support team is available via email at [email protected] and this information is provided on the Mathway website!  Our records indicate your subscription was not canceled and this is why the subscription continued to renew.  Our customer support team can quickly and efficiently cancel your subscription upon request by contacting us via email.  Your financial institution allows the new card connected to your account be used for ongoing payments.  We suggest speaking with your financial institution about this policy if you have further concern.  Your Mathway subscription has been cancelled and will no longer renew.  Feel free to contact the Mathway support team with any additional questions or concerns:  [email protected].

• Initial Complaint

  Date:09/25/2023

  Type:Billing 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 been trying to get in touch with this business for the last week via email and phone. Their phone number has been disconnected. I have paid for a service that is used on their website and the service and their website are no longer working.

  Customer Answer

  Date: 10/10/2023

  Mathway refunded my money. While their number still doesn't work, I no longer wish to file a complaint. Thank you. 

  Business Response

  Date: 10/10/2023

  Mathway customer support is always here to help and can be reached via email:  [email protected].  Please send our team an email so we can help you access the account.  The Mathway team will respond within 24 hours to all inquiries!  Again, please email us directly for fast and efficient resolution to your questions:  [email protected].

  Customer Answer

  Date: 10/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/10/2023

  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 cancelled my mathway subscription over a year ago and have been charged the $10 a month for over a year at this point without ever having used the app since cancellation. I'm not sure if this is a money grab after seeing all of the other complaints but I know I am owed north of a hundred dollars from mathway. It has been so long I cannot remember when I cancelled. This is borderline criminal.

  Business Response

  Date: 09/22/2023

  Hi there - We understand your billing concern and hope to resolve this for you right away.   Mathway customer support can be reached via email 24/7 at *******************!  Mathway subscriptions can always be cancelled through the settings of your account or by contacting our team via email.  There were no actions taken on your account because our team was not contacted prior to this complaint.  The Mathway team has responded to you via email and your subscription has been cancelled so it will no longer renew.  

  Thanks, 

  The Mathway Team

• Initial Complaint

  Date:08/21/2023

  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.

  I am requesting a refund on all charges for my account after August 2020, when I canceled my subscription. I have not used Mathway since then and was unaware that I was still being charged to my parent's credit card, as I never received any receipt or payment confirmation. I realized I was still being billed this month, and because I did not use it, I would like a refund for $360, which covers all charges since August 2020.  Mathway billing is difficult to manage, and deceptive. I tried to cancel my subscription in August 2020 after having it for 3 months. Mathway continued to charge my parent’s credit card, which I was unaware of. There was never any receipt or billing renewal notification sent to my email. Their records indicate the account hasn’t been used since August 2020. When I discovered this error and reached out to Mathway, they would only refund me for the past three months. I feel taken advantage of because I should have been getting notice of my subscription being renewed and the account being billed. I would appreciate your help solving this issue.

  Business Response

  Date: 08/24/2023

  Mathway customer support quickly responded to your email regarding your billing concern and issued a refund for the maximum amount of transactions that are able to be processed.  Please understand that this is the best we can do. Mathway is a subscription service that will renew until cancelled.  The charges are never hidden, are clearly labeled "Mathway" and take place on the same day of each month.  Subscriptions can by cancelled by the customer through the settings of the account or by contacting Mathway support.  If you would like to further dispute these charges, please contact your financial institution.

• Initial Complaint

  Date:07/10/2023

  Type:Billing 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 paid $42.97 for a yearly subscription on February 3rd 2023, it is now July of 2023 and Mathway has canceled my subscription. It should be valid through 02/03/24 and I currently do not have access to the step by step solutions that I paid for, for the entire year. I have emailed their customer support team twice and have not received any responses. Please activate my subscription again at NO charge.

  Business Response

  Date: 07/13/2023

  Hello, 

  Mathway subscriptions are always available to customers until the expiration date of the purchased subscription.  Mathway customer support received direct correspondence from the customer on July 11, 2023 and provided information to the customer regarding the subscription.  In this case, the customer was using incorrect sign-in information which is why they couldn't access the paid subscription.  The customer now has access to the paid subscription. 

  Regards, 

  The Mathway team

  Customer Answer

  Date: 07/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:07/05/2023

  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.

  Cancelled my subscription with Mathway over a year ago, but they continue to bill my credit card.

  Business Response

  Date: 07/13/2023

  We understand your billing concern and can provide further assistance. Your subscription (under email ending in @****.**) was not canceled prior to today which is why it continued to renew. Subscriptions can always be canceled through the settings of your Mathway account or by contacting our customer support team!
  
  Our normal process allows for us to issue refunds for charges incurred within the past 7 days. In this case, we have gone ahead and applied the absolute maximum number of refunds we have available, which is three months of service credit. Cancelation and refunds have been processed for the May- July transactions. The subscription will no longer renew.

  Regards, 

  The Mathway Team

• Initial Complaint

  Date:04/25/2023

  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 have been billed $10.99 from Mathway for years and I have been trying to cancel since last summer. They do not have a working phone and they do not answer chats/emails. The website makes it impossible to cancel. I need a representative to call me as I don't have a working account anymore and I would need billing to stop and I would like to collect at least 10 months worth of bills. Never do business with this horrendous institution.

  Business Response

  Date: 05/09/2023

  Hello, 

  Sorry to hear of the trouble you had contacting us.  Our customer support team can quickly and efficiently provide assistance via email. It appears you emailed us at the wrong email address, entering "[email protected]" instead of [email protected]. There is also a "HELP" section on the Mathway website that allows you to send a direct email to our team.  
  
  This account was addressed and a resolution provided on May 2, 2023 after receiving your email.  The resolution was provided via direct email.  The account has been closed. 
  
  Thanks, 
  
  The Mathway Team

• Initial Complaint

  Date:04/01/2023

  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 the step-by-step subscription on my phone for only one month then I immediately canceled as I only wanted it for that month. It did it not work on my phone so I had to login in on the computer. Come to find out 3 months later that the step-by-step was still an activated service. I found this out since I still have their app on my phone. Fearing that they were still charging me 10$ a month I checked my bank statements and sure enough I lost out on 30$. I looked at their website and it said no refunds allowed, even though this was a mess up on their part. I know it's not my fault because something was going on with their application as the 1st month the service wouldn't work on my phone so of course it didn't properly cancel even though I cancelled on the phone. I did everything I could by contacting their support but they said that since I used their service during the last month only 5 days (when I found out and knew they wouldn't refund me), that I "fully utilized my services." I really wish I kept the screenshot of me canceling the 1st time.

  Business Response

  Date: 04/28/2023

  Mathway subscriptions can always be canceled through the settings of the Mathway account and this account was accessible under the email address of this correspondence.  Mathway fees are never hidden and clearly labeled as Mathway on all credit card statements.  The customer support team was not contacted until the fourth month of renewal.   The service on your account was utilized to solve an abundance of problems and it is policy that used services are not refunded.  Your request to receive a refund for the past 3 months of fees was denied based on the usage of the account and the 7-day refund policy that Mathway extends to all users.  The terms of usage are visible on the website to all Mathway subscribers.  Mathway customer support quickly communicated all of this information via email, directly to the customer on March 21, 2023.  

  Regards, 

  The Mathway Team

• Initial Complaint

  Date:03/28/2023

  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 attempting to cancel of my subscription to Mathway.com. I was notified that the subscription would automatically renew on April 28, 2023.I attempted to access my account online; my computer saved login info is not identified by your system; hence, I am unable to login to the site. When attempting to contact customer service at the phone number provided in the email; I received the message “this number is no longer in service” Email was sent to [email protected] 3/28 indicating the above and that I wish to cancel the subscription. ***************************** ************************************************************************ cell ************

  Business Response

  Date: 04/12/2023

  Hello ****, 

  Mathway customer support is a quick email away!  Although phone support is not available, we can be contact via email 24/7 at [email protected].  

  Your subscription was listed under email starting with prs52d and has been canceled.  The subscription will not renew and the account has been terminated.  Please reach out to Mathway customer support directly if you need any further assistance.

  Thanks, 

  The Mathway Team

  Customer Answer

  Date: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************