Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a free trial in December 2023. The subscription renewed automatically a week later, which I didnt notice until this month. I requested a refund, given that I had not used the service at any point since that renewal, but this was refused by Quizlet support. I am seeking a full refund for the annual subscription.

  Business response

  11/20/2024

  Dear BBB Representative,

  
  We are writing in response to the complaint filed by ****** ***** regarding the charge they received for a Quizlet Plus subscription. We appreciate the opportunity to address this matter and clarify the steps we have taken.

  
  ****** contacted Quizlet support nearly 11 months after being charged for a Quizlet Plus annual subscription, inquiring about a refund. This timeframe falls outside of our refund policy. Due to this, our support associates denied the refund request. 

  
  After further review, as a one-time courtesy, we have refunded ****** Zhangs Quizlet Plus subscription. We trust this resolution aligns with the customers expectations, and we remain available should further assistance be needed.

  
  Sincerely,
  ****
  Support Operations Manager
  Quizlet

  Customer response

  11/20/2024

  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

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Quizlets is charging me a renewal fee of *****.I don't have any way to get hold of them. No phone no email. The money has already been charged to my Discover card. This would be a very old account and the email was a school account and doesn't even exist! I cannot login to cancel. I cannot call to cancel and I cannot email to cancel. I just want this cancelled. The student name was ***** ****** and it would have been 2019 if I am guessing.I do not know what other information they might need to get this done. My name is ***** ****** I am here mom. Phone number **********

  Business response

  11/25/2024

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ***** ******. We appreciate the opportunity to address this matter.
  
  We reached out to ***** on Wednesday, November 20th, to receive more information so we could assist with their issue but never received a response. The email we reached out to was *****************************.
  
  We value our relationship with the Better Business Bureau and are committed to ensuring transparency and customer satisfaction. Should you need any further information or require additional steps on our part, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  Sincerely,
  
  

  Business response

  11/25/2024

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ***** ******. We appreciate the opportunity to address this matter.
  
  We reached out to ***** on Wednesday, November 20th, to receive more information so we could assist with their issue but never received a response. The email we reached out to was *****************************.
  
  We value our relationship with the Better Business Bureau and are committed to ensuring transparency and customer satisfaction. Should you need any further information or require additional steps on our part, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  Sincerely,
  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has no way to contact them. I joined last year. I was supposed to have an upgraded account. Every time I log on it prompts me to upgrade so obviously I dont have it. Then this year they charged me again. I have emailed them numerous times and they do not respond. The computer generated help that they do have asks questions that I cannot answer so it just repeatedly asks the same questions.

  Business response

  11/20/2024

  Dear BBB Representative,

  
  We are writing in response to the complaint filed by ******** ***** regarding the charge they received for a Quizlet Quizlet Plus subscription. We appreciate the opportunity to address this matter and clarify the steps we have taken.

  
  The account associated with the Quizlet Plus subscription was under the username PurpleOwl99312 and the email *************************** Auto-renewal for this account was turned off on November 12, 2024 after ******** reached out to us. We also refunded the most recent charge of $38.37. This user stated that the account under the email ************************** was their daughter's account.

  
  We trust this resolution aligns with the customers expectations, and we remain available should further assistance be needed.

  
  Sincerely,
  ****
  Support Operations Manager
  Quizlet

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have tried to contact Quizlet who does not have an email or phone number to call. They have an online chat that has you fill out a ticket but I have done that on two different devices and when you submit, it doesn't go through. I tried to cancel last year, sent a ticket, and forgot about it. I see in two weeks they are going to charge my credit card again $35.99. I don't see it on my account to cancel it but I could have another account since I am a teacher. It could be a personal account or my daughter's account. I just want it cancelled. It is under my name: ********** ********** or my daughter's name: ***** ********************** it is possibly under: ********************** or *******************************

  Business response

  10/29/2024

  Dear BBB Representative,

  
  We are writing in response to the complaint filed by ********** ********** regarding the cancellation of their Quizlet Plus subscription. We appreciate the opportunity to address this matter and clarify the steps we have taken.

  
  The account associated with the Quizlet Plus subscription was under the username emilyvr33 and the email ******************** Auto-renewal for this account was turned off on November 5, 2023, and the subscription did not renew when the subscription period ended on October 17, 2024. As such, no further charges have been applied, and the account will not incur any future charges.

  
  We trust this resolution aligns with the customers expectations, and we remain available should further assistance be needed.

  
  Sincerely,
  ****
  Support Operations Manager
  Quizlet

  Customer response

  10/29/2024

  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 as long as it does not renew in a week.  My credit card has a feature that shows upcoming charges and this is one of them.  Hopefully it has been taken care of per per the correspondent.  Thank you for addressing this issue.
  
  Sincerely,
  
  ********** **********

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is an annual subscription charge and I cannot find the associated account on line. There is no one to call to ask about the charge hence there is no way to cancel this charge. This has been going on for several years.

  Business response

  10/25/2024

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ****** ***** regarding charges to their account. We appreciate the opportunity to address this matter and clarify the steps we have taken.
  
  The user initially contacted us on Sunday, October 20th, inquiring about charges to their account. On the same day, we promptly requested additional information to assist in locating the Quizlet account linked to these charges.
  
  By Monday, October 21st, we successfully located the account associated with the charges. We provided the user with the username and email linked to the account and processed a refund for the most recent charge, which was for an annual Quizlet Plus subscription.
  
  We trust this resolves the issue to the users satisfaction and are happy to assist further if needed.
  
  Sincerely,
  ****
  Support Operations Manager
  Quizlet
  
  

  Customer response

  10/25/2024

  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm the System Admin for a School District, I have full control over student accounting and this business is refusing to delete account information of a disused email account. I have sent multiple requests to delete the account, I've attempted to access the account and delete it myself but the password recovery system is also not functioning correctly and while I have full access to the email account involved I am still being denied access. This is a COPA issue, and if I don't get any helpful communication I'm simply going to file this COPA violation. The BBB provided phone number goes to generic ****** voice mail box (doubt it's monitored), and email support refuses to delete the account and their automated account recovery system to allow me to gain access and remove the account is not functioning.

  Business response

  10/29/2024

  Dear BBB Representative,

  
  We are writing in response to the complaint filed by ******* ******* regarding the deletion of an account. We appreciate the opportunity to address this matter and clarify the steps we have taken.

  
  On October 16, 2024, we received a request to "reset" an account because a student was attempting to access the email of a former student. Unfortunately, there was some initial confusion regarding the request, which led to additional communication with the customer. However, we quickly escalated the issue to the appropriate team, who was able to resolve it promptly.

  
  We trust this resolution meets the customers expectations, and we remain available for any further assistance.

  
  Sincerely,
  ****
  Support Operations Manager
  Quizlet

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We have been getting charged yearly for a service we did not sign up to be a yearly subscription. We have checked our account and there are no subscriptions attached. I checked subscription on phone, nothing. So basically getting charged for nothing. We first paid for the service in 2022. Now see we have been charged two more times and no one is in school anymore. The account has no subscription so cant even find where to unsubscribe. They have no phone number anywhere to call.

  Business response

  09/27/2024

  Dear BBB Representative,
  
  We are writing in response to the complaint filed by ******* *******. We appreciate the opportunity to address this matter.
  
  After thoroughly reviewing the complaint and our records, we can confirm that the username "gymcat1" and email ************************************* signed up for an annual subscription on September 7th, 2022, with auto-renewal enabled. As a result, their subscription automatically renewed on both September 7th, 2023, and September 7th, 2024.
  
  On September 10th, 2024, we issued a refund of $35.99 for the most recent renewal. Additionally, at their request, we canceled their subscription and turned off the auto-renewal to prevent any future charges.
  
  We value our relationship with the Better Business Bureau and are committed to ensuring transparency and customer satisfaction. Should you need any further information or require additional steps on our part, please do not hesitate to contact us.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  **** ******
  Support Operations Manager
  Quizlet
  

  Customer response

  09/27/2024

  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

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled Quizlet online services in 2021 when son graduated, and I have no use for the service bc it is a tutor service to prep for high school and college exams. I see that they are STILL charging me ***** month and when I tried to cancel 2 days ago before the auto renewal (which I saw as pending on my charge card) I was blocked, and told "no such account exists" in any of my emails or names (marrried or single name) HOW can you have such deceptive practices by charging a consumer an auto renewal 3 yrs after cancellation and then identify that "no such account existts

  Business response

  07/12/2024

  Dear BBB Representative,
  
  We are writing in response to the recent complaint filed by ********************* with the Better Business Bureau. We appreciate the opportunity to address this matter.
  
  After thoroughly reviewing the details of the complaint and our records, we must respectfully inform you that the complaint lacks sufficient information for us to provide any meaningful assistance. Our records, including print screens of the interaction attached, show that the complainant's engagement with us was brief and did not include the necessary details required for us to understand or resolve their issue.
  
  We strive to offer the best possible service to all our customers and are committed to addressing any legitimate concerns they may have. To facilitate this, we encourage ********************* to provide more detailed information about their issue. Specifically, we need:
  
  1. A clear description of the problem they are experiencing.
  2. Any relevant transactions (credit card information, etc.).
  3. Specific dates and times of these transactions in question.
  4. Any previous communications they have had with our customer service team.
  5. Username and all possible information that would help us identify the Quizlet account ins questions.
  
  Without these details, it is challenging for us to investigate the matter thoroughly and provide a satisfactory resolution.
  
  We value our relationship with the Better Business Bureau and our commitment to transparency and customer satisfaction. Please feel free to reach out if you require any further information or if there are additional steps we should take to address this complaint.
  
  Thank you for your understanding and cooperation.
  Sincerely,
  *************************
  Director of Customer Experience
  **********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been double charged 5+ times. After hours and hours of work, I have gotten some of it refunded, but still do not have access to my acct -- I have paid for a years-worth (this was not refunded). I have spent 10+ hours talking to people by email. They are not reading my emails. They are not helping me. They will however admit that the active account -- was charged from on my credit card and from my ip address. They refuse however to restore my account. They continually insist that I have it logged into some other gmail acct --- I do not have a gmail acct. They insist that this gmail acct 'has my name in it' -- They say it says '*******' somewhere in it -- however my first name is spelled '*******.' There is absolutely no way I have some email acct, with my own name misspelled, with gmail, that I have forgotten about. It is clear that they are committing fraud and making up some ridiculous story.I even went to my bank to have the charges reversed (frankly I was just going to re-buy the service ensuring that I was logged into my own acct -- using screenshots etc). They un-reversed the charges. Terrible customer service. Terrible business practices.

  Business response

  07/25/2024

  We have made multiple attempts to refund the payment to the customer's original method of payment. Unfortunately, the customer's financial institution has denied these attempts, returning the error code 01 -- ****************** We have informed the customer to contact their financial institution to resolve this issue so we can make another attempt to issue the refund back to the original method of payment.

  
  Thank you

  Customer response

  07/31/2024

   
  Complaint: 21957857
  
  I have reached out to my bank several times, they have said

  1] if a return were to be attempted to the old account number, it would go through. Refunds are not blocked.
  2] no history of attempted return by by quizlet was made (to the previous card number)
  3] Several repeated attempts to further charge (not debit) have been made to the old card number (on 7/13, 7/24, and 7/26)

  The last bit [3] I only found out yesterday. I asked 3 times if the lady from the bank was certain these were attempted charges (not refunds) and she repeatedly assured me they were further attempts by quizlet to charge.....

  Currently, the business DOES seem intent on complying with the bank -- and it is very much appreciated -- but I have not received a refund as of yet. I am a bit shocked (to say the least) but hopeful that this will be resolved soon. Ideally this is a bizarre set of mistakes on their end.
  
  Sincerely,
  
  *****************************

  Business response

  08/02/2024

  Dear BBB Team,
  
  I am writing in response to ********************************* recent reply. We take this feedback seriously and appreciate the opportunity to clarify the situation.
  
  Quizlet prides itself on its diligent and responsive customer support. In the case of Ms. ******** our team has been actively engaged in resolving the refund issue. However, Ms. ********* financial institution blocked our 3 attempted refunds from going through. We made attempts on 7/12, 7/24, and 7/26. These dates line up with the dates that Ms. ******* provided, however, we can see that these are refund attempts, not new charges we are attempting to capture. 
  
  On the evening of 7/26, we made another attempt to process the refund and were successful. The refund has been processed on Quizlet's side. 
  
  We have made every attempt to cooperate through this entire process. 
  
  Best Regards,
  ********************** Manager of Support Operations
  Quizlet

  Customer response

  08/03/2024

   
  Complaint: 21957857
  
  I am rejecting this response because: payment has not received.
  
  Further, the 'We have made every attempt to cooperate through this entire process' is just dumb-founding if nothing else.
  This company has tried to charge me three times this month alone(not refund).... for repeated 'yearly subscription's....
  ...After how many emails of just refusing to give me my money back in the first place?
  
  Someone seriously needs to do something about this company.
  
  Sincerely,
  
  *****************************

  Customer response

  08/07/2024

  They are saying they are refunding. link1: ********************** ******* says there is no such attempt link2: ********************** please help me. I think they are more eager to try to help when this complaint is active.

  Business response

  08/23/2024

  Dear BBB Team,

  
  I am writing in response to ********************************* recent reply. We take this feedback seriously and appreciate the opportunity to clarify the situation.

  
  Quizlet prides itself on providing diligent and responsive customer support. In ******** case, our team has been actively engaged in resolving the refund issue. However, ******** financial institution blocked our three attempted refunds.

  
  We made these attempts on 7/12, 7/24, and 7/26, which align with the dates ************;mentioned. Its important to note that these were refund attempts, not new charges.
  After our last attempt, we believed the refund was successful. However, upon further review, we discovered that the bank had blocked this final attempt as well.

  
  On August 9th, we advised ************;to contact her financial institution for assistance in any dispute process they recommended.

  
  We have made every effort to cooperate throughout this process.

  
  Best Regards,
  *********************
  Manager of Support Operations
  Quizlet

  Customer response

  08/24/2024

   
  Complaint: 21957857
  
  I am rejecting this response because:

  It is not true. They continued to try to charge me. 3 times.
  I have not received a refund as of yet -- I have talked to my bank several times. They do not block refunds to old card numbers --- only charges.
  
  Sincerely,
  
  *****************************

  Business response

  08/30/2024

  Dear BBB Team,

  
  I am writing to address ********************************* recent reply.

  
  I want to reconfirm that we made refund attempts on 7/12, 7/24, and 7/26, consistent with the dates ******* provided. These are confirmed attempts to process a refund, not new charges.

  
  We have made every effort to resolve this issue and have advised ******* to work with her financial institution to dispute the charge in question.

  
  Thank you for your attention to this matter.

  
  Best regards,
  *********************
  Manager of Support Operations
  Quizlet

  Customer response

  09/03/2024

  Again -- refunds to old card numbers are not rejected at my bank.
  

  My bank has repeatedly confirmed that quizlet has tried to make additional charges ..... In person, on the phone, online etc....
  

  Again -- this is a charge that even originally was only supposed to occur once a year....
  
  Again -- I have still not been refunded.
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've been charged for an app for several months now and I have not been able to use it. The app does not work on my ipad or iphone. I've been trying to get support for several months now and at this point I am getting no where with support asking the same questions that I have already answered since April. I have provided all information, screen recordings and screen shots only to be asked yet again to provide the same information.

  Business response

  06/07/2024

  Dear BBB Team,
  
  I am writing in response to a complaint filed with your agency regarding Quizlet's customer service, specifically relating to our interactions with ******************. We take such feedback seriously and appreciate the opportunity to clarify the situation.
  
  Quizlet prides itself on its diligent and responsive customer support. In the case of ******************, our team has been actively engaged in resolving her device issues. However, we have encountered difficulties in obtaining all the necessary information from ****************** that our subject matter experts require for thorough troubleshooting.
  
  We are currently still in the investigative phase of this issue. Without the complete set of information, identifying a root cause has been challenging, and thus, a final resolution has not yet been determined. We aim to ensure a fair and accurate resolution once we have all the required details. It is important to note that we have no similar reports of issues from other users on the same device types as used by ******************, which suggests the possibility of user-specific variables at play.
  
  We are committed to continuing our efforts to resolve Ms. ******** concerns and will provide a conclusive outcome once more information is available. We believe the claim of our unhelpfulness is unfounded and hope this explanation demonstrates our ongoing commitment to supporting our users.
  
  Thank you for your attention to this matter. We are keen to resolve this promptly and to the satisfaction of all parties involved.
  
  Best regards,
  ************************* Director of User Experience Strategy and Operations
  Quizlet

  Customer response

  06/11/2024

   
  Complaint: 21809056
  
  I am rejecting this response because:

  I have still not received any help or a refund. 
  
  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. ↩