Additional Complaint Information
Customer Complaint:
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Complaint Details
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Initial Complaint
12/19/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased some academic help books and a monthly membership to the LEAD program for our kids over the summer of 2023 ( I think it was ****** The first thing seemed to be shady was that my daughter could not work at her own pace and access all the content that appeared to be included. We had to repeatedly ask for the content to be unlocked so my daughter could access the second half of the video library. This was not specified in any of the information about the service and they advertise a letter of recommendation for college upon completion of the program. Due to them locking out content, they force you to take longer to complete the program. We decided in November to cut our losses and on 11/6, my husband cancelled the service via email. We asked for written confirmation and never received it. On 11/16 another $99 was debited from our account by SW **********************. I called and spoke with a man named ********* on the 17th. He confirmed it was cancelled and stated he could not refund the $99 to me unless I took a picture or screenshot of my bank account showing the debit. I did this although it seemed very strange to me. He confirmed he received it over the phone. I requested an email confirmation again of cancellation of the service. I never received one. I did receive a refund of the $99 finally on Nov 30th. To my dismay, another $99 was debited today from my account by SW **********************. I again emailed them, I called a "mentor" contact from there that my daughter had been meeting with through the service. I put a block on the company at my bank but am still trying to get this month's debit of $99 back.
Business response
01/02/2024
This issue has since been resolved and the consumer will receive a refund for the amount charged after the cancellation. Our IT team discovered the online charge was incorrectly set for another online product rather than the one the consumer ordered and was cancelled. This should be taken care of. We appreciate the consumer bringing this to our attention.Customer response
01/03/2024
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.
Sincerely,
*************************Initial Complaint
10/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
There was no notice of upcoming billing or communication from the company prior to billing another year. I saw the charge and had difficulty even finding contact information to reach out to them. I was finally able to pull up emails from a year prior and find a contact number. I called and cancelled and requested a refund. I was told that it would be forwarded to a manager to review. A month later, I had no response or refund. I called again today and was told that refunds aren't issued, but it won't be billed further. - that is not what I was told when I called prior. Also, I never received a copy of the contract at the time with contact information. The contract (which I got a copy of today) does not say that refunds will not be issued.Business response
10/10/2023
The consumer purchased educational products in 2022 from an independent student dealer that included an annual subscription. The annual subscription is automatically renewed. Per the consumers request and with the student dealers permission, we will refund the subscription fee.Initial Complaint
09/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We ordered books and paid monthly until paid in full. I haven't seen or heard from the company about the books. We still don't have them as of now.Business response
09/16/2023
The order was placed by the consumer with an independent student dealer for educational products. The consumer was on a payment plan.Once the payment plan had the products, paid in full, the dealer had the products shipped to the consumer, which was 10/2/22. The consumer said they never received them. Our company asked the consumer for an updated/correct address which was provided and the product was reshipped 9/12/23.Initial Complaint
07/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged $274.45 two years after purchasing. I did not approve this charge.I have canceled my subscription and requested a refund. I was told they do not give refunds.Business response
07/20/2023
The payment the consumer received was for an annual monthly subscription for websites and apps to accompany educational books that were purchased on 7/15/2022. It automatically renews unless the consumer opts out per the contract signed by the consumer. The consumer contacted our offices and requested it to be cancelled on 7/17/2023, which was granted and processed.Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We bought books from ****** ************ and were told it was going to be inexpensive, over **** dollars later we got the books, fast forward To over a year later I woke up this morning to a $300 charge from them from my account for no reason. Called my bank and disputed it. Just stay awayBusiness response
07/11/2023
On July 4, 2022, the consumer entered into a purchase agreement with an independent student dealer for educational products that consisted of five sets of childrens books, four volumes of educational/homework help books, and an annual subscription for monthly access to the educational websites and apps. The total amount was $1,180.53. The annual subscription is automatically renewed each year until the consumer chooses to cancel it. Our customer service database shows no contact with the consumer requesting cancellation or inquiring about the charge.Based on the consumers complaint, we will cancel the subscription. No refund will be provided since the customer stated she has entered the process of dispute with her banking institution.Initial Complaint
06/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The App I purchased is not available anywhere and I've been told several different things over the phone with customer service representatives. None of them have resolved the issue only continue to tell me different way's to resolve the issue myself which I have not been able to do. The sales rep that came to my door gave me a business card with no contact info, no email or phone number to reach her. I spent $460 on the educational program for my two children to use over the course of the summer. The books are nice but the app for they're tablets is nowhere to be found.Business response
06/30/2023
The consumer purchased three sets of educational books and a subscription to an educational website and app on June 3, 2023. On 6.26.23, the consumer contacted our customer service and said he was having issue with the app. According to the notes in our system, he was advised to download the app by entering the remittance number of the order and the dealer account number. The consumer called back asking for the independent dealer to return to the home. The phone rep said we would reach out to the dealer, but in the meantime to email the issues he was having so we could send step by step instructions to help with the issue. The app can be cancelled, but the consumer has not requested this. We would like the opportunity to have the student dealer keep his business by communicating the issue so we may assist with it.Initial Complaint
06/14/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I canceled a service through them, they rep acknowledge the cancellation of a reoccurring charge. A couple months later we are charged for a yearly fee for the same service we canceled. After calling and talking to a rep they told me there is no way to refund my account and that I would have to pay the $300 to them. After trying to talk to ******* on the phone, I was told at 10:30am that everyone was too busy to contact me and that they would do so at their earliest convienence. No one has yet to contact me.Business response
06/16/2023
According to the information in our database, the consumer purchased educational products from an independent student dealer on June 14, 2022 that consisted of three sets of educational books and an annual subscription to our websites and apps. On June 14, 2023, the consumer contacted our company asking to cancel the online product and then asked for a refund stating they emailed the dealer saying they did not want to renew. A refund has been issued because the dealer did not communicate with ** and this was able to be proven. All requests and communication must come through our *************************** to be processed or given consideration.Customer response
06/19/2023
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. The company took the time and refunded me the money that I was owed.
Sincerely,
*************************Initial Complaint
05/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was over charged numerous times and never received the rest of my books I've tried calling emailing nothing. Her name was ************** don't have her last name as she deleted me on social media.Business response
05/16/2023
The consumer purchased educational products from an independent student dealer on August 19, 2022 for $966.23. the name the order was placed under was *******************************. Multiple texts were sent to the consumer about payment that would take place over a period of time. On 9/19/22, the consumer called our **************** to ask for the payment date to be changed. On 10/13/22, the consumer wanted to cancel the order. This was after the three day Federal cooling off period for cancellations and the consumer was reminded the cancellation period has passed.
The consumer had entered a contract for purchase with the consumer and had *********************************************************************************************** were rejected. On 1/4/23, the independent marked the remaining order for cancellation because they were unable to collect the remaining amount owed. Four of the five book sets were marked as delivered by the student dealer and the consumer has possession. The monthly website and app subscription was cancelled.Initial Complaint
01/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
We ordered books for our grandson which were to be paid for in a limited number of installments. This purchase was made in August of 2011. The company has continued to charge me the $19.95 per month ever since. I recently discovered the charge on my checking statement and contacted the company immediately. The total amount of fraudulent charges is $2,733.15. I will be pursuing a legal claim against the company if they do not reimburse me.Business response
01/19/2023
According to the information in our database, the consumer placed an order with an independent contractor student dealer selling educational products in the summer of 2011. A set of childrens books was written up and included on order for the sale was a monthly subscription for online educational products. The consumer contacted our company on January 16, 2023. Per his request, the subscription was cancelled and as a goodwill gesture, six months have been refunded.Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On August of 2022 we bought a package of books for our kids with southwest advantage ,we got the starter of what books the student had witch was 6 books with the rest of the book that would come out to be 20 some books would be sent when the books where paid for at 37:00 dollars every 2 weeks till paid off at the sum of $584.25 and still no books and they are still taking payments . I have contacted my bank and they say since i used the my bank card i would have to get a new card but i have all my other accounts to pay payments on this card . So what i am asking for from this company is that since the amount has been paid in full to stop taking the 37:00 dollars and either send the rest of the books or give me a full refund due to breach of contract ,Business response
01/04/2023
In researching the consumers order with the independent student dealer, the consumer entered into a contract for the purchase of educational products on August 19, 2022. The price was for $584.25, as seen on the attached contract/order form/receipt. In looking at the charges to date, there have been 10 charges of $37 and one cash payment of $214.25 which was posted on 11/9. This totals the amount for the entire order. Each time a charge was to be made, a text was sent to the consumer letting them know. The last payment was 12/23/22. The books were shipped on 12/28 and were delivered on 12/30 by *** shipment. Tracking number 1Z3X77880311571290.
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Get a QuoteCustomer Complaints Summary
96 total complaints in the last 3 years.
23 complaints closed in the last 12 months.