ComplaintsforStudypool

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally bought the subscription for 1 year which cost be 65 USD. I initially saw 4.95 and upon purchasing then I realized I paid for a year. This is within one hour of purchasing and I wish to have it cancelled and refunded

  Business response

  09/23/2024

  Hi there,

  The refund was processed on September 3rd and should have already reflected in your account.

  If you need further assistance, feel free to reach out.

  Best regards,
  Studypool Team

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being charged $32.85 for a subscription I didn't know about from an account I cannot access anymore. I tried to find a phone number but there's no customer service number for ********************** or any contact information on the site. I will have to dispute with my bank if my subscription and account do not get cancelled.

  Business response

  09/03/2024

  Hi there,

  We were unable to find an account associated with the email address you provided *************************

  Could you please provide another email address that you think may be linked to your Studypool account?

  Alternatively, you can share the last four digits of the card used for the Studypool charge, and first / last name so we can investigate this matter further.

  Thank you for your cooperation

  Studypool Team

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I looked at my bank account this morning, August 23, 2024, to find that Studypool charged me $32.85 yesterday. At the time, I was confused as I hadn't used Studypool in months. I looked in my email for a receipt or an email about this new charge and for emails about any purchase I might've made with Studypool before but I couldn't find anything. I look up their website and look at my account for more information about this charge and I find a quarterly subscription in my account. I cancel it and try to contact them. There's no number anywhere on the site but I message customer support. I let them know that I was only just charged the day before on 08/22/2024 and that I didn't remember purchasing a recurring quarterly subscription that renews automatically with no reminder or permission. I was still told that refunds weren't able to be processed for subscriptions. One could argue that it's my fault for not remembering or canceling immediately, but Studypool is awfully shady for not sending any receipts or reminder that the subscription renews automatically and that it will soon renew. I refuse to pay $33 when I caught it as soon as I was charged. I also have no use for their benefits as I'm out of school now, so it's a waste of money. After reading complaints from other customers, it seems that they can make exceptions for subscriptions, so I'd like a refund as well.

  Business response

  09/03/2024

  Hi there, thank you for reaching out to us.
  

  We have processed a refund for your most recent quarterly subscription to the original payment method. Please note that it may take 2-5 business days for the refund to appear, depending on your payment provider.
  

  If you have any further questions or need additional assistance, please let us know!
  

  Best,

  Studypool Team

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction:July 25, 2024 Amount of Money Involved:$134.35 (including $108.35 from a withdrawal request and an additional $26 withheld by Studypool)What the Business Committed to Provide:Studypool is an online platform where I, as a tutor, provide academic assistance to students and am compensated for my services. The platform is expected to process payments for the work I complete.Nature of the Dispute:I requested a withdrawal of $108.35 on July 25, 2024. This request was cancelled by Studypool without clear justification, citing vague "fraudulent activity" but providing no evidence. Additionally, an extra $26 of my earnings has also been withheld. Despite multiple attempts to resolve the issue and requests for clarification, Studypool has not provided any substantive explanation and has refused to release the funds.Attempts to Resolve the Problem:I have contacted Studypool support multiple times, including requests to escalate the issue to a senior representative. However, the responses I have received have been vague and non-specific, failing to resolve the issue or provide the funds I am owed.

  Business response

  08/12/2024

  Hi there,

  We wanted to re-iterate that due to the detection of some potentially concerning activity related to your account on **********************, specifically regarding Fraudulent Transactions/Activities.
  

  As a precaution, we've placed a 12-week hold on the funds associated with your payout request. During this time, well be conducting a thorough investigation to ensure everything is in line with our Terms of Service: ****************************************** - if no further issues are detected the funds will be released. 

  I understand this might be inconvenient, and Im truly sorry for any disruption this may cause. However, it's important for us to uphold the integrity of our platform.

  Best,

  Studypool Team

  Customer response

  08/14/2024

   
  Complaint: 22084181

  
  

  I am rejecting this response because it once again fails to address the fundamental question I have repeatedly asked: *Why?* Despite numerous attempts to seek clarity, I have been consistently ignored. Instead of providing any answers or explanations, Studypool has continued to evade my concerns. Their so-called "offer" is nothing more than a generic response that offers no real solution or acknowledgment of the issues Ive raised.

  
  

  To be clear: I asked *why* my funds were withheld, why my badge was revoked, and why my complaints were ignoredand I have received no meaningful answers to any of these questions. This response is wholly inadequate and does nothing to resolve the matter.

  
  

  Sincerely,  

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

  Business response

  08/19/2024

  Hi there, 

  Please note that the issue has been resolved - all funds have been released and we can confirm that the withdrawal was made.

  Thanks,

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an annual subscription that claimed I would have "Full Access" to study materials uploaded by others. However, after paying the full amount, and opening a few items, it locked me out and tried to make me pay more. So I contacted customer service, who claimed I only got ten "unlocks" per month, and refused to give me a refund, even though I was able to copy and paste to them what their own ad says, which is "Full access for one year for 65$". No where does it state anything about unlocks, unless you did into the "How it works" section of their site. I just didn't know and would like them to honor what they advertised or give me a refund. They stopped answering me. I have the text saved from the help chat as well. It is attached, with my receipt, below.

  Business response

  07/29/2024

  Thank you for reaching out to us.

  After reviewing your request, we regret to inform you that we are unable to process the refund. Our Subscription homepage clearly indicates that users are entitled to access up to 10 documents per month. This information is prominently displayed and accessible before the checkout page, as outlined here at the Subscription homepage when logged in: *************************************************

  Please note that the 10 unlocks provided with your subscription reset at the end of each month, with a new set of 10 unlocks becoming available on August 22nd.
  For further details on our subscription refund policy, please refer to our terms and conditions here Subscription Terms: ******************************************

  We appreciate your understanding and are here to assist with any other questions or concerns you may have.

  Studypool Team

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the yearly subscription service in 2023. I graduated early in 2024 and hadn't used the program in over 6 months. I wasn't notified that I was going to be charged another yearly fee (nor do I recall being asked if I wanted to sign up for recurring billing.) I chatted with an employee for the company and asked if I could get a refund. Keep in mind, this was the day that I was charged. No time had lapsed. They instantly denied me. I went to my bank to claim a chargeback because I didn't approve this purchase. It was initially approved and then Studypool sent documentation "claiming" that I did not go through the "proper channels" to receive a refund. I'm not sure what proper channels are beyond chatting with an employee but being told no by an employee seems like a "proper channel". I now have 365 days of a pointless (to me) service that they refuse to refund.

  Business response

  07/15/2024

  Hi there,

  Thank you for reaching out.

  We have refunded the charges to your original payment method. Please allow 5-10 business days for the amount to be reflected in your bank account.

  Please note that subscriptions can be easily canceled from the Settings page. Any subscription service from any website will have recurring charges.

  Let me know if there is anything else we can help you with.

  Best regards,

  Studypool Team

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/24 I was charged $32.85 for a service that I have no idea what it is. I never signed up for it and just checked if I even have an account with them and it seems that I have never signed up for anything from this site before. I would like a refund because I do not know why they are charging me..

  Business response

  06/19/2024

  Hi there,

  Your refund was already issued. 

  Thank you,

  Studypool Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked the question nobody answer after I tried to cancel the question doesnt have this option , the tutor answered my question for 3 times I tried to cancel and I dont be able to cancel I contacted the customer service many times to the solution because now I have 3 answer for the same homework and I dont need . Conclusion I paid $75 dollars for 1 question.

  Business response

  05/22/2024

  Hello!

  Thank you for reaching out.

  We want to reassure you that your concern was promptly addressed by our dedicated **************** team upon your initial contact on May 20th. Within 15 minutes, they responded to your inquiry and efficiently processed the refund on the same day, May 20th.

  We kindly remind you that our customer support channels are diligently monitored to ensure swift assistance to all our valued customers. While we are committed to addressing every concern, we encourage the use of this medium for particularly complex or unique cases where additional attention may be required.

  Your cooperation in adhering to these guidelines ensures a smoother experience for everyone involved. We trust that moving forward, we can continue to serve you effectively and maintain a positive interaction within our community.

  Thank you for your understanding and cooperation.

  Studypool Team

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Study pool automatically charged me for an annual renewal that I did not want or need on 4/5/24. No reminder was sent for the upcoming annual renewal charge with an option to cancel ahead of time. I had not sued Studypool since Oct 2023. There is no phone number to call and speak to anyone on their website. I chatted online with someone called ******* from Studypool on 4/7/24 (see attached) and requested a full refund but was denied. I was able to cancel any future automatic renewals. See attached charge.Would like a full refund due to companies failure to send a reminder in order for the fee to be cancelled.

  Business response

  04/30/2024

  Hi there, thank you for bringing this to our attention.

  Please note that a refund was processed on 4/18, please refer to your bank to further information.

  If you require any further assistance, please feel free to reach out.

  Best, 

  Studypool Team

  Customer response

  05/19/2024

   
  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

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint against Studypool is that I want them to refund the $79.3 annual subscription fee they automatically deducted from me on April 8th.1. Studypool is a platform that violates others' financial rights:I have never subscribed to any services from Studypool. It somehow obtained my email address and credit card number (excluding the security code) without my knowledge and automatically deducted the full year's subscription fee from me.2. Studypool is a platform that does not respect others' right to be informed:Firstly, it did not notify me in advance of its plan to deduct the subscription fee for a year, unlike other reputable platforms.Additionally, after deducting the annual subscription fee, it did not provide me with any payment receipt or email notification.3. Studypool is a platform that ignores others' refund requests:Before I filed a complaint with the BBB against Studypool, I contacted Studypool on April 8th to request a refund of my annual subscription fee because I subscribed to their service unknowingly. However, their staff chose to ignore it.My email address is *************************** my account name is ************, and the **** credit card that was automatically charged ends with 8358. I hope your platform can help me recover the refund.As a legal researcher, if my complaint is not taken seriously and addressed by Studypool, I will file complaints on the official consumer protection websites in **********.

  Business response

  04/24/2024

  Hi there, thank you for reaching out to us.

  We apologize for any inconvenience caused. Your subscription refund has been processed, and you should see the refunded amount reflected back to your original payment method within 3-5 business days.

  Regarding your other concerns:

  1. We have identified another email associated with your account ******************************** Please review this email or contact the individual associated with it to confirm any transactions made on Studypool.

  2. Payment receipts are generated and can be found within your Studypool profile. Simply navigate to the "Menu" and then click on "Balance" to locate them.

  3. We apologize for any confusion caused on our end. It appears that the initial confusion stemmed from the presence of multiple accounts associated with one user.
  

  If there's anything else we can help with, let us know. 

  Best,

  Studypool Team

  Customer response

  04/30/2024

  Better Business Bureau,
  
  Thank you for your assistance; I'm satisfied with the outcome. Without your help, Studypool wouldn't have refunded me, as I had already tried reaching out to them for a refund before contacting you, but received no response. I can't express enough gratitude for your assistance to a law student like me, even though I'm far away.
  
  However, I have two concerns:
  
  Firstly, while they initiated the refund on April 24th, I contacted my credit card service center, and I still haven't received the refund. I'm unsure if it will come through after agreeing to the settlement.
  
  Secondly, as an honest person, I must inform you that Studypool is a company that poses a threat to internet users, both American citizens and others worldwide who might click on Studypool's links. This is because:
  
  1. Studypool profits from others' privacy breaches. They forcibly charged me for a year's membership because I chose to log in automatically with my ****** account while browsing their website on ******. Since my ****** account is linked to my credit card payment method, they charged me without my registration or subscription.
  Evidence shows that after being charged without my knowledge, when I tried to log in to their website with my email, I found that I hadn't set a password for the account, proving that I never used their service, let alone had any motivation to subscribe to their membership.
  
  2. Studypool is dishonest. They claimed they charged me for a year's membership due to confusion between my two accounts. My other account was only registered after Studypool charged me for a year's membership without my knowledge, to verify if this email had also been registered without my knowledge and if a membership had been purchased. They made this claim to cover up the fact that they profit from others' privacy breaches.
  
  Thank you once again for promptly handling my complaint.
  
  Wishing you greater influence in helping more people avoid threatening companies like Studypool.
  
  Sincerely,
  *****
  
  

*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. ↩