ComplaintsforAge of Learning, Inc.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had ongoing billing issues with abcmouse the company owned by age of learning. I am verifying my card number being devoted then told I have no account no located transactions so Ive paid for a service since October that my child had not been able to use. When you call into their call center its a game you get a foreign rep who thinks its funny and tells you to file complaints instead then hangs up so here I am filing the complaint to recover my money. After he claimed he had no record of what I was saying he quoted my email however still unable to recover or locate account with my email. *** mouse is running a high level scam im extremely disappointed in the entire experience and wise I never did business with them. After trying to recover the account they said didnt exist while on the phone they tried to run my card again. Im disgusted I want my money back *** mouse should work on their customer service and hire within the US if they want our money. This entire situation was unnecessary but **** or ***** had a chip on his shoulder and doesnt realize these complaints impact the companies reputation!

  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 verified your cancellation was successfully processed on February 16, 2024 and refunded $12.99 that was billed on January 16, 2024. 
   
  
  Following a comprehensive investigation, we've identified that the renewal attempts made after January 16, 2024, were unsuccessful, and you were not billed for February 2024. However, we want to ensure there are no additional charges and confirm that there wasn't another account created using your payment information.
   
  Our ************* team has attempted to reach out to you by leaving a voicemail and sending an email regarding your concern. Unfortunately, we have not received a response from you. Kindly reply to our email and let us know a convenient time for a callback.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I previously canceled my subscription to *** mouse. As early as 2016, my kids aged out of the need for elementary school level games. After canceling the app, I did not receive any notifications or additional billing until recently. I went back and rechecked my account, and was being billed. I also saw that there was a case with the *** that accused and convicted *** mouse of this said practice Im looking for an immediate refund of the $225 with no interest or penalties. I would like a refund back to my credit card or a check in the amount.

  Business response

  11/21/2023

  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 January 9, 2023. 
   
  After conducting a more thorough investigation, we found a previous cancellation made through Apple on October 22, 2017. However, you resubscribed on November 24, 2017. The account was last billed on November 24, 2022. Despite active usage, we have made an exception and refunded your Amazon payment account on file five charges in the amount of $45.00 each totaling $225.00.
   
  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

  11/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wish to file a formal complaint with the Better Business Bureau regarding the practices of abcmouse.com. Despite multiple attempts to cancel my semi-annual subscription and receiving verbal confirmation over the phone that it had been canceled, I continue to be charged without my consent. Subsequent calls to their customer service have resulted in lengthy explanations and arguments, exacerbating the issue. Please refund all the charges that were made to my account.

  Business response

  11/10/2023

  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. As of November 1, 2023, a representative from ************* has canceled your account and processed a refund for the three most recent charges billed to your payment account. The total refunded amount corresponds to three charges of $29.95 each.
  
  After conducting a more thorough investigation, we were unable to locate any previous attempts to cancel through communication with our customer care department. We sincerely apologize for any inconvenience you experienced during your account cancellation process.
  
  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

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/12/22 I was charged a second time when I had attempted to cancel the subscription prior.6/2/23 I again attempted to cancel before being charged again. I was repeatedly told to go to their website and follow instructions to cancel, even though I had already done this several times and it did not work. I was told it charged as an in-app purchase and given instructions to cancel through ****** subscriptions. This does not show ** in ****** subscriptions, therefore that is impossible. I keep getting sent generic instructions on cancelling. Instead of actually working on this I'm only given scripted answers that do not work.8/13/23 I was charged again! 8/13 through 8/17 I continue trying to work with them daily with the same outcome as before. 8/14 I'm told it billed through Apple and given instructions on how to cancel through Apple (which I've never used for anything in my life)8/15 I'm told it's booked through ******, then given instructions on how to cancel through Amazon instead.Representatives have refused to correct this and continue to only send generic scripted responses instead of escalation to somebody who can figure out how to fix this. I have asked for supervisors and still only given the scripts. I had previously been able to change my billing card with them to an account I do not use so that they could not continue billing me. When this charge didn't go through they then went back to my previous payment method and charged it without permission to change and without the old account info even showing up on my account on my side. This is fraudulent billing. I request a refund for both previous charges of $60 each.

  Business response

  08/18/2023

  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 have initiated a cancellation and refund request via ****** Play for the charges made on August 12, 2022, as well as the most recent renewal charge on August 12, 2023. You can anticipate receiving two separate refunds, each amounting to $59.99.
   
  During our investigation, it has come to our attention that you made an attempt to cancel your account through our ************* team on June 2, 2023. Please note, attempting to cancel an account that is being billed through ****** Play directly from our website will not be recorded as valid. To effectuate the cancellation, it must be processed directly through ****** Play. We sincerely apologize for any prior misinformation and inconvenience you experienced during your account cancellation process.
  
  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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 21,2023 *** mouse has continuously charged my credit card. I have called to cancel and was on hold for over an hour. They then told me it was cancelled. Just got my recent statement and was not only charged but charged twice!!! My account has been cancelled since last year and I have credit card statements to prove.

  Business response

  05/08/2023

  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.
  After conducting a thorough investigation, we have identified two ABCmouse subscriptions associated with your email addresses: one under @gmail.com created in 2018 which was last billed on July 25, 2018, and the other under @protonmail.com, created in 2022 which last billed on March 08,2023.
  We want to bring to your attention that the account created in 2022 had not been cancelled before reaching out to ** on March 20, 2023.  Upon contacting one of our agents via phone,they were able to locate your active account and assisted you with the cancellation process and they also refunded two payments of $3.95 on March 20,2023.
  Afterwards we show you reached out to our ************* Team on April 08, 2023, to report that you had recently been billed. However, we were unable to locate any recent charges on either of your accounts. We did request that you share the billing information, however, we did not receive the additional information and based on the screenshot shared it looks the like transactions in question are the two payments that had been refunded on March 20, 2023.
  Please keep in mind that any credit card refunds may be displayed as negative credit on your account. Your bank should be able to provide you with a more detailed explanation of how refunded transactions are displayed on your online app.
  If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These scammers somehow got my information off my wife's old apple app store or got it off Amazon. Idk how they got it but for the past 3 ir 4 years, they have been charging my card. Never realized it until I looked at my bank account and realized I was was charged $59 for *** Mouse. I talked to them live chat and they told me an account was created under my wife's old email, *********************** i talked to a ****** and he said the account has been open since 2021. My son is 6 months old, so why would I create an account before he was born? Told him I wanted all my money back. ********************* once the money comes out, a refund can't be issued. It literally came out that day. After going off on him, he gave me a refund for 1 transaction. I went off some more and he said h*** contact me with a manager. Waited over a half hour and he went **** Terrible customer service. I got an email later that day from a manager stating my account was created in 2020, cancelled and reopened in Feb of 2021. He told me it was opened in 2021. They can't even get their lies straight. 2 different stories. She said she can only give me 2 of the refunds. I don't want 2, I want all my money back. After reading all these complaints, I'm not the only one who had their card charged. It seems to be a recurring situation. These people are scammers. My bank said I can file a dispute but prefer not to take that route. But may have to if I don't get my full refund. I'm going ti predict these clowns are going to reply back and say I created an account in 2020, cancelled it and reopened it in 2021 and say there's been activity on the account. They're full of s*** and just want to rob people of their money. Money hungry and companies like these need to be closed, for good.

  Business response

  03/29/2023

  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.
  We investigated your account and user has resubscribed for a yearly plan on February 26, 2021, which was never cancelled and resulted in recurring charges based on the selected plan.
  We understand your frustration regarding the charges, we must point out that its important for customer to report any unauthorized charges to their credit card company to stop the charges from happening in the first place.
  However, we take all claims of fraudulent activity seriously, and ******** Care agent had gone ahead and cancelled the account and refunded the recent renewal on their account. As well as advised the customer to reach out to their bank for additional help securing their credit card information and monitoring any further charges on February 28, 2023.
  We want to ensure that our customers are satisfied with our service and experience, and a manager followed up with the customer that same day, to offer additional assistance. They explained that our limitations around refunds are based on when the customer contacts us, and the exception to our no-refund policy is usually limited. 
  Due to that limitation our ******** Care team unable to progress your request and we offered to mail a check on the address listed in your BBB complaint. We called the customer to confirm, but the first call went unanswered; we left a voicemail and sent a follow up email on March 13, 2023. We than left a second voicemail and sent an email confirmation on March 15, 2023.  
  If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  okay well back when i doenloaded this app i was gunna do the trial month and cancel it which i couldve sworn i did i mean it didnt show up on the play store as a reoccuring membership. as i went to load it up for the very first time because i went thru the app on ******* and for some reason the app never worked and my phone started freezing up . so i factory reset the phone and it seemed to fix the problem but randomly when i had cash on cash app *** mouse struck twice and when i contacted the app support which is great they claimed to settle a ticket and never spoke tp me my daughter never even played with the app its garbage and i believe it on ******* messed it up so id forget about it. and not notice it come off of my cashh app the moment i put money on coincidental but i just want the money back for thevproduct i never recieved .

  Business response

  04/01/2023

  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.

  Our records indicate that the customer subscribed to ABCmouse on August 26, 2022, with a first-month free offer.
  Regarding the charges, we show the customer did not subscribe through the Play Store. The customer renewal payment was set for September 26,2022, since it was still active.  

  We show that the renewal payment for September declined by your credit card company. When a payment is declined, our system will automatically attempt to charge you at a later date. In this case, your renewal payment for September was successfully posted on October 25, 2022. Subsequently,the renewal payment for October 26, 2022, was unsuccessful until November 29,2022.

  We understand that this may have caused confusion with the appearance of two charges in one month, However, we would like to clarify that one of these charges was a delayed payment from the previous month.

  We apologize for any inconvenience caused by the decline of your renewal payment and would love to troubleshoot any issues you encountered with the app freezing. We tried to speak with the customer on March 13, ******** it went straight to voicemail. We then followed up via email to attempt to schedule a callback; however, we have not heard back from the customer.

  We invite the customer to reply to our email if they would like to additional assistance with their account.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel a subscription with *** Mouse. Their customer service is impossible to get ahold of to be able to cancel the subscription. I called their customer service number waited on hold for 10 mins and then an automated voice says to go to their chat online and then disconnects the call. Went to the chat and a computer asks for email, date of charge, amount. And after answering all of these a message is given saying a specialist will be with you soon and not to close the chat. I wait for over 30 mins in the chat an no specialist ever answered in the chat. After three months of doing this and emailing them a specialist finally entered the chat after 40 mins and said subscription has been cancelled and will take up to 10 days to process and they would refund one payment. I asked them to refund all three months that I have been trying to cancel and they responded that they made an exception for the one month. Which is not true since the charge was still pending my bank account. They had to, they were not making an exception. They are purposefully making it difficult for consumers to cancel their subscriptions and refusing to refund for the months that was attempted to cancel. I had a subscription with *** Mouse for over two years!!!! I think they made enough money off of me they can afford to refund my three months I've been trying to cancel!

  Business response

  02/27/2023

  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.
  
  Our records show that the customer subscribed for a monthly ABCmouse subscription on March 19, 2020. The customer contacted ABCmouse ************* Team on January 19, 2023, stating that she has no issues just did not use it anymore and want to cancel.
  
  Unfortunately,due to the recent spike in customer service inquiries related to the holiday,we were not able to respond to her in a timely manner. We did, however, refund the customer in full for 3 charges: $12.99. We tried to speak with the customer,but phone number left on the ******************** went straight to voicemail. We followed up via email on February 21 2023.
  
  If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son is 9 years old. We signed him up for ***Mouse in 2018 and cancelled it in 2019. We have not logged on for YEARS. I was charged $59.95 for an annual subscription earlier this month. I have attempted to contact *** Mouse via their only option online, which is to use the "Live Chat", a bot. No live human has ever joined the chat no matter how long I wait. I have sat on hold on the phone number (which I found through Googling) and no live person ever comes back. It says there is a 3 minute wait time every time, and then hangs up after 11 minutes, again and again. We cancelled the service years ago and I'm sure the company can see that no one has logged in for years.

  Business response

  03/08/2023

  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. We were unable to locate an account with the email address on this complaint. We called the customer attempt to assist with locating the account; we left a voicemail and sent a follow up email February 22, 2023. If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We signed up for a trial purchase, & then cancelled. However, we were still charged for 6 more months, even though we didn't use the product. They say they have no record of our account, but they keep charging it monthly. That's convenient for them. We've cancelled the card in hopes to divert from a 1-10-23 or 7 month charge.

  Business response

  02/11/2023

  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.
  
  We were unable to locate an account with the email address on this complaint. We called the customer attempt to assist with locating the account; we left a voicemail and sent a follow up email January 23, 2023.
  
  We were able to schedule a callback for January 24, 2023 and found that their spouse had created both ABCmouse and ***************** account. While they cancelled their ABCmouse subscription, your ***************** subscription remained active. Please note that ***************** is a separate product from ABCmouse.
  
  As discussed during our call, although our policy states accounts are non-refundable, I was able to make an exception and processed and refund of 2 payments of $12.99.
  If there are any questions, feel free to reply to one of our emails or give us a call, and we would be happy to assist.

  Customer response

  02/25/2023

   
  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,
  
  ***************************

*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. ↩