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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
******** charged for me for a subscription service that I had canceled a week prior to my next monthly payment date. A week later I received a notification from my bank that I was charged for the subscription. I contacted the customer support forum as they have no phone number to contact. They told me my subscription wasnt canceled until the same day I was charged. I explained that I did indeed cancel a week prior as I no longer needed their services. After receiving notification that I was charged I went back into my account and noticed it still said active. When I went in to cancel AGAIN, I made sure to double check that it was indeed canceled. Upon checking it still said active. The screen will leave you under the impression you canceled but it does not. I let them know the issue with canceling their services and asked for a refund as I will no longer be using them. They told me no refund. I sent multiple attempts to receive my refund as I am being charged for services I will not use. Whether it was canceled last week or the same day I was charged. They acknowledge it was canceled but they will still charge me. They are now completely ignoring my emails and I cannot contact a supervisor to resolve this matter. They make it extreme difficult to cancel their services and will completely ignore your customer support requests. They do not have a number to talk to a representative in person and this makes it difficult to resolve.Business response
11/07/2023
We are in receipt of the BBB complaint referenced above, but we need the date of purchase and cancellation before we can respond to the Complainant.
Daphride
Senior Paralegal
Initial Complaint
03/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Was signed up in a college bookstore without my consent. Found out I was being billed a month later and cancelled my account. Thought the problem was resolved ** have been billed for over a year. When i try to cancel my account it says that i havent signed up yet and to cancel my account I need to pay the $7 to sign up to then cancel my card.Business response
04/07/2022
April 7, 2022
VIA BBB ONLINE DISPUTE RESOLUTION PORTAL
Ruonan Song
The Better Business Bureau Serving Metropolitan ********
30 **************** 12th Floor
********, ** 10016
Re: BBB Complaint ID ********
****** Aire
Dear ********** ************** & **************** **** (BNED)is in receipt of a complaint submitted by ****** Aire relating to a Bartleby Write subscription. Bartleby is a study tool subscription service owned by BNED and made available for purchase to college students, both online and at campus bookstores across the country.
Complainant subscribed to a Bartleby Write subscription on February 17, 2021. Despite Complainants claim of being signed ** in a college bookstore without my consent, Complainant purchased a Bartleby subscription and affirmatively accepted the terms and conditions at the register (with a signature) prior to finalizing the subscription. The terms are also available online at https://www.bartleby.com/terms. Additionally, terms of the subscription were provided at the bookstore and included in the welcome emails that were sent to Complainant for the product.
Complainant did not reach out to **************** until March 17, ******************************************************************************************* any other time. While Complainant alleges having cancelled the account, **************** has no records of any such cancellation.Further, while Complainant provided screenshots with the complaint, those screenshots pertain to Bartleby Learn (not the Bartleby Write subscription Complainant purchased); these two products have different pricing. Importantly,**************** closed Complainants ********************** Write account. It will expire on April 17, 2022 and will not have any further billing.
In light of Complainants affirmative acceptance of the products terms, those terms being readily available, and the ongoing ability to cancel at any time, BNED rejects Complainants desired settlement, considers this matter closed, and will take no further action.
I trust this letter fully responds to your request. Should you have any questions, please feel free to contact me at ***************.
Sincerely,
/s/**************************************
VP, Associate General CounselInitial Complaint
03/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled and received the confirmation email stating it had been cancelled and I would not be billed further. Two weeks later they continued billing me. I emailed them and they said I never cancellled and lied and tried to give me the runaround. I filled a fraud charge with my credit cart as they had no permissions. They are liars and scammers and cheats and should be shut down. piece of s*** businessBusiness response
04/07/2022
April 7, 2022
VIA BBB ONLINE DISPUTE RESOLUTION PORTAL
Ruonan Song
The Better Business Bureau Serving Metropolitan ********
30 **************** 12th Floor
********, ** 10016
Re: BBB Complaint ID ********
***************************
Dear ********** ************** & **************** **** (BNED)is in receipt of a complaint submitted by *************************** relating to Bartleby Research and Bartleby Learn subscriptions. Bartleby is a study tool subscription service owned by BNED and made available for purchase to college students, both online and at campus bookstores across the country.
Complainant purchased trial subscriptions to both Bartleby Research and Bartleby Learn using two different email addresses for each subscription. All customers who purchase Bartleby subscriptions must affirmatively accept the terms and conditions prior to finalizing the subscriptions. The terms are also available online at https://www.bartleby.com/terms.Additionally, terms of the subscription were provided in the welcome emails that were sent to the subscriber for each product. When Complainant cancelled the Bartleby Research subscription, Complainant did not cancel the Bartleby Learn subscription, which continued to be billed at its monthly rate.
Complainant contacted **************** to request cancellation of the open Bartleby Learn subscription and was notified at that time the reason Complainant continued to be charged was because only one of the subscriptions (i.e., Bartleby Research) had been cancelled. At Complainants request, **************** cancelled the open ********************** Learn subscription. The account has been closed to prevent further charges.
In light of the ongoing ability to cancel at any time, BNED considers this matter closed and will take no further action.
I trust this letter fully responds to your request. Should you have any questions, please feel free to contact me at ***************.
Sincerely,
/s/**************************************
VP, Associate General Counsel
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