ComplaintsforAge of Learning, Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January of this year I saw an unauthorized charge to ABCMouse.com to my bank account. I don't have any children and had never been to the site. Contacted the company who connected my card info to a subscription account with an anonymized email (just random letters and numbers). They said they would issue a refund. It never came. 6 months later and my account is again showing unauthorized charges to the site. As no one steals credit card information to buy children's games, it seems highly likely this company is actively involved with credit card theft.

  Business response

  07/15/2024

  At Age of Learning, we are committed to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions. Upon further investigation, we discovered an account with a $45.00 charge. We have refunded this amount and terminated the account to prevent any future renewals. Additionally, another account matching your card information was found. We have located and canceled this account to prevent further charges.
  

  It appears the recent account was created through an incentivized program we are not affiliated with, which offers incentives for signing up with ABCmouse. We highly encourage avoiding such offers from other companies to prevent unwanted subscriptions. We can confirm that both accounts have been terminated and will not receive any further charges. Please check your email inbox for recent updates regarding the status of this claim.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The progress monitoring function on homeschool plus does not work. It has not worked in over a month possibly more. I have reached out to support several times to ask when this is to be fixed and I have a been told to be patient and not given a timeline. I have requested an email with my students progress so that I can see where theyre struggling and support is not answering. I have tried chat and support is not answering.I would like progress monitoring to be fixed. In the meantime I would like regular updates via email so that I can better assist my children in their learning.

  Business response

  07/08/2024

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience, and we take pride in being responsive, diligent, and fair in all our interactions. We apologize for any inconvenience caused by the progress tracker not displaying data while using the Homeschool+ app. We have received your feedback and escalated the issue to our development team for an update on the solution. Additionally, we have followed up via email with more details to resolve this matter as soon as possible. Please check your inbox for the next steps on how we can maintain regular communication and updates if needed.
  
  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to cancel my subscription to *** mouse within the 2 week free trial subscription period. But when i go to the website, it does not allow me to cancel. **************** is saying I am being billed through Apple, but I have talked to Apple and also checked all our accounts and none are being billed. I need to cancel my subscription within the 2 week free trial period and do not want to be billed.

  Business response

  05/28/2024

  At Age of Learning, we are dedicated to ensuring every customer has a positive experience and take pride in being responsive, diligent, and fair in all our interactions.
  
  Upon reviewing your account, we confirm that your billing is through Apple iTunes. Although it was mentioned there are no active accounts associated with the Apple ID, we recommend thoroughly checking all Apple devices to locate where the account is active and which device was used for the purchase to ensure the account is cancelled.
  
  As previously mentioned, ABCmouse representatives do not have access to any billing conducted by Apple and, therefore, cannot directly cancel or refund Apple-billed accounts. However, we are willing to continue to assist you in resolving this issue as quickly as possible. Please check your inbox for further details about scheduling a call.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally subscribed to ABCmouse for my daughter during COVID-19. Received notice on March 8, 2024 from ******** that: "We were unable to process your latest payment of $59.95. While we attempt to process your renewal, we would like to offer you a short grace ****** so that your family may continue learning with ABCmouse.?com. In the meantime, please update your billing information so that you and your children can enjoy uninterrupted access to the site."ABCmouse indicates the service will become 'interrupted' of I don't update my billing info. The Mastercard on file with them was invalid as it had be associated with fraud some months earlier, and a new number was issued by Mastercard. I did not update my card with ABCmouse because I no longer wanted their service. However, ABCmouse BILLED MY BANK ACCOUNT, AND WERE NOT AUTHORIZED TO DO SO. ABCmouse was only authorized by me to bill my credit card. Notice that they don't say that my bank account will be billed since my card was rejected --- that's because they were not authorized to do that .... and yet they did it. On April 5 I logged in and canceled my ABCmouse subscription, and they sent me an email immediately on April 5th acknowledging the cancellation. However, the funds were not removed from my bank account until April-6. ABCmouse by sending the email KNEW I wanted to cancel their service, and they could have made an effort to reverse that transaction, but instead they indicate it will be canceled NEXT year.*I am attempting resolution here before going to the South Dakota *********************** of ******** Affairs and filing a complaint there.

  Business response

  04/23/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
  
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on April 5, 2024.
  
  Upon conducting a comprehensive investigation, we regret to inform you that we did not find any record of a previous attempt to cancel your subscription or contact our ************* team prior to April 5, 2024. However, we have decided to make an exception in this case and have refunded $59.95 USD to your payment account on April 23, 2025. We want to assure you that we always honor cancellation requests from our customers. Unfortunately, we did not receive such a request from you before your annual renewal processing and filing a BBB complaint. Canceling your account post-billing does not automatically trigger a refund. Please note, subscriptions can be canceled at any time through the app or online, either by the customer directly or by reaching out to us to avoid future billing.
  
  Regarding renewals, it is stated on our account creation page that all subscriptions will automatically renew, and subscriptions cannot be created without our customers agreeing to this.
  
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

  Customer response

  04/26/2024

   
  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

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope I selected the correct adventure academy. The one I am looking for is the children's educational app. Unfortunately several are listed and I don't know which one is right since adventure academy doesn't say where they are located. My issue is it does not work. It hasn't worked for a year or more. My child didn't tell me about it for a long time so I am not sure how long. I've contacted adventure academy for technical support, and got no response. I've sent emails and got no response, I canceled my subscription and contacted them via social media and gotten no response, they've disappeared entirely. I want my money back. It's terrible for them to keep charging people for a product that doesn't load on any device at all. We have tried ipads, laptops, desktop, my phone - it's all bugged. I've paid $45 per year. Last year it didn't work the majority of the year (at least - if not the entire year) and I was charged again in January this year. So I would like to have $90 refunded.

  Business response

  05/15/2024

  This complaint was not filed for the correct business.  We are a child care center serving families.  The complaint listed states it is for and educational app by the same name.  We are not affiliated in any way with the subscription service the person described above.  Please remove the compaint from our record and direct it to the correct business.  

    You may contact us at ************ or my personal cell  ************ if further information is required.  Thank you for correcting this and getting it off our record.

  Business response

  05/17/2024

  At Age of Learning, we are committed to ensuring every customer has a positive experience and pride ourselves on being responsive, diligent, and fair in all our interactions.
  
  After thoroughly reviewing your ***************** account and the complaint you submitted to the Better Business Bureau, we apologize that our previous response did not meet your expectations.
  
  Following a comprehensive investigation, we identified that the issue you experienced with the ***************** app was due to a technical bug that has already been reported to our developers for further investigation. Given the prolonged nature of the issue, we have honored your request. Please check your email for further details.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March of 2023 I was charged ***** for a year subscription of *** Mouse (this was a second year) I had also purchased in 2022. I had purchased for my grandson. My daughter told me he was not using anymore she could not get him to use anymore. So around June of 2023 I called ***mouse and asked to cancel and see if I could get a partial refund. I was told that the terms and agreements of ***mouse is no refunds. I told them to cancel because it was not being used. Fast forward to March 2024 they charged me ***** again after I cancelled with a representative. **** said I did not cancel on app so no refunds. But, I cancelled with their customer service rep. **** should not have the ability to charge someone's bank and not offer refunds. When I saw the charge I immediately contacted them.

  Business response

  04/10/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
  
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on March 30, 2024.
  
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $30.00 on April 4, 2024. In addition, we have processed the remaining $29.99 refund on April 10, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to April 3, 2024. Please note, your previous contact on June 17, 2019 was a request to cancel your ***************** not for ABCmouse. Subscriptions can be cancelled at any time within the app or online, either by the customer or reaching out to us to avoid future billing. 
  
  Regarding renewals, it is stated on our account creation page that all subscriptions will automatically renew, and subscriptions cannot be created without our customers agreeing to this.
  
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 30, 2024 I was billed $45 for ***************** that I did not approve. I thought it was canceled. I went through the process to cancel several times after I saw the charge. I was not able to talk to a human since it was a Saturday so I finally found a phone number online, as it was not on their website, and called Monday and asked for a refund. This was clearly never used and was canceled. On Tuesday April 2, 2024 I received an email stated I had received $22.50 back and would be processed in 10 days. I called again asking for the remainder of the $45 which I was sent an email saying I would not get it back because that was not their policy. I am only asking for the $22.50 back. This service was never used and thought to be canceled and I was still charged. I spoke with ******** the first time and **** the second time, both said it had been canceled, but was charged.

  Business response

  04/10/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
   
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on March 30, 2024.
   
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $22.50 on April 2, 2024. In addition, we have processed the remaining $22.50 refund on April 10, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to your annual renewal processing. Subscriptions can be cancelled at any time within the app or online, either by the customer or reaching out to us to avoid future billing. 
   
  Regarding renewals, it is stated on our account creation page that all subscriptions will automatically renew, and subscriptions cannot be created without our customers agreeing to this.
   
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

  Customer response

  04/16/2024

   
  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

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I started a free trial membership on ABCmouse App for my son on 2/13/2024, but he didn't like it, so we did not use it much since then. I didn't realize ABCmouse automatically signed me up for a one year renewal, and charged me $45 on 3/15/2024.I never received any reminder or notification regarding this charge. I did not find about this until I checked my bank statement, and I immediately cancelled the service on 4/1/2024.I'm now requesting a full refund, and asking ABCmouse to send notification or reminder email about charge to their customers. It's a very shady business operation.

  Business response

  04/02/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
   
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on April 1, 2024.
   
  After conducting a more thorough investigation, we found we made an exception to our refund policy and issued a partial refund in the amount of $22.50 on April 1, 2024. In addition, we have processed the remaining $22.50 refund on April 2, 2024, back to your original payment method. We will always cancel an account upon a customer's request, but unfortunately we did not receive your request prior to your complaint submission to the BBB. Subscriptions can be cancelled at any time within the app or online, either by the customer or reaching out to us. 
   
  Regarding renewals, it is stated on our account creation page that all subscriptions will automatically renew, and subscriptions cannot be created without our customers agreeing to this.
   
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

  Customer response

  04/02/2024

   
  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,
  
  Yanshu Fei

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my child's ABCMOUSE account and still have been getting charged

  Business response

  03/07/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
  
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we verified your cancellation was successfully processed on June 26, 2023. 
  
  After conducting a more thorough investigation, we found the ***************** was not cancelled. Please be aware the ***************** is an add on and does not automatically cancel when you cancel your ABCmouse account. On March 1, 2024, our ************* team received your inquiry, and the agent successfully canceled and refunded your latest charge for the *****************, amounting to $3.95. In addition, we have refunded all charges made for the ***************** after your ABCmouse cancellation on June 26, 2023 amounting to $31.60.
  
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2021, through my iPad I purchased one month of *** mouse for my daughter. After the trial I cancelled it through the app. This yesterday I called *** mouse customer service and let them know they have been billing me for a cancelled subscription. Unbeknownst to me for almost 3 years. I never received any sort of invoice or bill by email. I never received a notification from the company about renewal. I checked my email, SPAM and also my subscription history in the app and confirmed I was only billed for one month at 9.99. ***mouse needs to issue me a refund for the almost 3 years of billing. After that one month we never used that subscription which Im sure with technology can be verified

  Business response

  02/23/2024

  At Age of Learning we want every customer to have a positive experience and are committed to being responsive, diligent, and fair in all customer interactions.
  
  Upon reviewing your ABCmouse account and carefully considering the complaint you submitted to the Better Business Bureau (BBB), we found you had an account billed through Apple iTunes. It's important to note that we do not have records for accounts billed by third parties like Apple iTunes. However, we located a separate account created on April 9, 2021, under a promotional offer of two months for $5.00. Subsequently, it was billed monthly at $9.95 until August 9, 2021, when the price increased to $12.99 per month. Our records indicate that this account was billed directly through a credit/debit card. We will be refunding all charges associated with this account.
  
  A total of 13 charges, each amounting to $12.99, has been refunded directly from our system, which is the extent allowed by its limitations. To cover the remaining difference, we will issue a check via mail.
  
  Should you have any further inquiries or require assistance, please feel free to respond to our email and provide us with a suitable time for a callback.

*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. ↩