Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 3, 2024 Symbolab charged me $39.99 plus taxes. On the same day, I emailed them requesting cancelation and a refund. They said it would have to be done through ****** Play. However, ****** Play said to contact Symbolab developers and refused to assist. The invoice claims it is for an annual subscription, however, no annual subscription is active for Symbolab for my account **************************** I believe Symbolab should provide me with a refund, since my subscription does not show as active on either the Symbolab ******* app or on the Symbolab website. A screenshot showing this was for an annual subscription is attached. ****** refuses to admit this is fraudulent activity. My financial institution will not consider a dispute since it has been over 60 days since I've been waiting for ****** or Symbolab to assist. Thus, I really do hope the Better Business Bureau can help mediate. A screenshot of Symbolab's inactive subscription couldn't be included since they don't let you see the subscription status on the ******* app. I like the Symbolab software and I've been using it for over five years, with this being my first and only dispute so far with the company. If they wish to instead provide me the annual subscription then I would hope that it would include the days I've missed from the time I was charged and didn't get an annual subscription. I hope we can get a resolution to this.l

  Business response

  06/12/2024

  To Whom It May Concern,

  I’m Learneo, Inc.’s legal counsel and I want to acknowledge receipt of the complaint from Complainant Mohammad R**** (complaint #********). 

  
  Complainant Information: (As listed in the complaint)
  Name: Mohammad R****
  Email address: ***************************
  Address: ** *****
  Mobile: ***** *** * ****

  
  Company Response Form information
  Legal name of company: Learneo, Inc. (related to it’s service, Symbolab)
  Executive office address: **** ******* ***** *** ****** ******* ***** ** *****
  Contact person: Attn: Jessica P***
  Email address: ************************

  
  Response to the complaint
  One of Learneo, Inc.’s services, Symbolab, experienced an error/glitch with the subscription plans being offered and the charges associated. Instead of the annual plan being charged annually, the charge was set to monthly. Our Symbolab team attempted to resolve the issue internally and attempted to work with ****** as well, however, was not successful.
  As such, Symbolab has refunded the users impacted manually for the entire plan period.
  Including Complainant Mohammad R****.

  Please note that our Symbolab team refunded the account associated with Complainant Mohammad R**** on May 18, 2024. 

  We find this matter resolved but please let me know if your office wants more information or to discuss the above. Thank you.
  I am happy to help. 
  Best regards,
  

  --
  Jessica P***
  Senior Counsel
  

  
  

  Customer response

  06/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: 
  No refund was issued to me from Symbolab on May 18, 2024. The issue is not resolved until Symbolab actually issues me a refund.  I strongly recommend Symbolab to be truthful about the matter since the facts are not on their side. I have attached screenshots which include my bank statement from May 10, 2024 to May 28, 2024 which shows Symbolab didn't provide any refund. As a courtesy, I included days before and after the alleged "refund" which clearly never took place. Symbolab Support also told me in numerous email exchanges that I would have to contact ****** for a refund, and they were unwilling to assist. Numerous emails were sent to Symbolab requesting assistance, including one sent the day of the transaction. The monthly charges for the annual subscription is not a service glitch, but rather fraudulent activity. This is because Symbolab has refused to address several emails and 1* reviews about the issue. It took the BBB to get the business to respond, and they did so by lying. I believe this is being done by Symbolab to drag out the complaint rather than provide my refund. 
  
  In conclusion, Symbolab continues its deceitful marketing practices by refusing to refund me when I never authorized monthly subscriptions. It is highly recommended Symbolab refrains from trying to mislead me further. Please find the screenshots attached containing a bank statement for the week of May 18, 2024 which shows no refund, as well as correspondence from Symbolab where they claim ****** would have to be contacted, and that they would not be able to give a refund. Not a single email I had from Symbolab claims they are providing a refund, that they provided a refund, that they had a system glitch, or even that they're sorry for their deceitful behavior. This shows that the company might keep up this behavior. 
  
  Sincerely,
  
  Mohammad R****

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid for an annual subscription to the Symbolab App, owned by parent company ************ I purchased the app through the ****** PlayStore. I was.then hit with another annual fee the very next month, totalling $87.74 between the two months. After doing some research, I discovered that they had setup the annual subscription as a monthly subscription. So, naturally, my first move was to cancel the subscription before being charged for a third month. I contacted Symbolab directly and they finally answered and informed me that I would have to contact ****** PlayStore, which I did. However, after conducting their investigation, ****** determined that the issue was with how the "ANNUAL" subscription was setup in the PlayStore, which is an issue that Symbolab would have to address. So, I reached back out to Symbolab via email and have not been able to get a response. At this point I have paid for 2 full months of access to the full paid version of the App, but have no access because I cancelled the subscription after the second month of being charge for the annual subscription. I would like a refund on the second payment and access to the App for the full year that I already paid for.Thank you I'm advance ode.your assistance in resolving this issue as I have not been successful via my own endeavors.*******************************

  Business response

  06/21/2024

  Legal Response to BBB (*******************************) (Symbolab) (June 21, 2024)
  
  To Whom It May ********************* *************s legal counsel and I want to acknowledge receipt of the complaint from Complainant ******************************* (complaint #********). 

  
  Complainant Information: (As listed in the complaint)
  Name: *******************************
  Email address: *********************
  Address: AZ 85123
  Mobile: ****************

  
  Company Response Form information
  Legal name of company: ************* (related to its service, Symbolab)
  Executive office address: *********************************** *********************************
  Contact person: Attn: ***********************
  Email address: ***********************************

  
  Response to the complaint

  
  One of *************s services, Symbolab, experienced an error with the subscription plan being displayed and the charge associated. Instead of the annual plan being charged annually, the charge was set to monthly. Our Symbolab team attempted to resolve the issue internally and attempted to work with ****** as well, however, was not successful.
  As such, Symbolab has been refunding users manually for the entire plan period.

  
  By now, Complainant *********************** account should have been refunded, however, we are unable to verify because the email address provided does not match any we have on record with ****** Play. 

  
  If the Complainant has not yet received a refund through ****** Play, we ask that Complainant please provide the email address associated with the ****** Play account so that we can look up the Complainants account to issue the refund. 
  Please let me know if your office wants more information or to discuss the above. Thank you.

  
  I am happy to help. 
  
  

  
  

  Customer response

  06/21/2024

   
  Complaint: 21681603
  
  I am rejecting this response because:

  I sent the following communication to the provided contact *********************** ************************** and am waiting for a response to my request:

  -----------------------------------------------------------------------------------

  "Subject: Issue with Symbolab Subscription Plan Refund
  
  Dear ***********************,
  
  I hope this email finds you well.
  
  I am writing regarding the recent issue I experienced with my Symbolab subscription plan. There was an error in which I was charged monthly instead of annually for the subscription. I understand from a communication sent from the BBB that your team has attempted to address the issue internally and attempts were made to resolve it with ******* though without success.
  
  As a result, I was informed that refunds are being processed manually for the entire plan period. However, I have yet to receive my refund. It was brought to my attention that the email address I provided does not match any on record with ****** Play, which has caused a delay in the refund process. I actually paid for two full years and would like to have access to the app for one of those years, so if it is possible to just refund one of the two years and activate an annual subscription on my ****** account that would be greatly appreciated. Please find attached the screenshots (receipts) for the two payments.
  
  To facilitate the resolution, I am providing the email address associated with my ****** Play account: ************************* I hope this information helps in locating my account and processing the refund.
  
  Please let me know if any further information is required or if there are additional steps I need to take.
  
  Thank you for your assistance."
  

  ----------------------------------------------------------

  I also provided the receipts for the two annual subscriptions that were charged to my account.

  
  Sincerely,
  
  *******************************

  Business response

  06/25/2024

  To Whom It May ********************* ******** ****s legal counsel and I want to acknowledge receipt of the complaint from Complainant ******************************* (complaint #********). 

  
  Complainant Information: (As listed in the complaint)
  Name: *******************************
  Email address: ************************
  Address: AZ 85123
  Mobile: ****************

  
  Company Response Form information
  Legal name of company: ******** **** (related to its service, Symbolab)
  Executive office address: *********************************** 3rd Floor, **********************
  Contact person: Attn: ***********************
  Email address: ***********************************

  
  Response to the complaint
  Our Customer Support team has confirmed that the account ************************** that the Complainant provided as the email address associated with the ****** Play account has been refunded as of today. 
  Please note that payment may take a few days to process. The refund will be processed via ****** Play. 

  We consider this matter resolved. 

  
  Please let me know if your office wants more information or to discuss the above. Thank you.

  
  I am happy to help. 
  Best regards,
  

  
  

*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. ↩