ComplaintsforStudypool

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an annual subscription that claimed I would have "Full Access" to study materials uploaded by others. However, after paying the full amount, and opening a few items, it locked me out and tried to make me pay more. So I contacted customer service, who claimed I only got ten "unlocks" per month, and refused to give me a refund, even though I was able to copy and paste to them what their own ad says, which is "Full access for one year for 65$". No where does it state anything about unlocks, unless you did into the "How it works" section of their site. I just didn't know and would like them to honor what they advertised or give me a refund. They stopped answering me. I have the text saved from the help chat as well. It is attached, with my receipt, below.

  Business response

  07/29/2024

  Thank you for reaching out to us.

  After reviewing your request, we regret to inform you that we are unable to process the refund. Our Subscription homepage clearly indicates that users are entitled to access up to 10 documents per month. This information is prominently displayed and accessible before the checkout page, as outlined here at the Subscription homepage when logged in: *************************************************

  Please note that the 10 unlocks provided with your subscription reset at the end of each month, with a new set of 10 unlocks becoming available on August 22nd.
  For further details on our subscription refund policy, please refer to our terms and conditions here Subscription Terms: ******************************************

  We appreciate your understanding and are here to assist with any other questions or concerns you may have.

  Studypool Team

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for the yearly subscription service in 2023. I graduated early in 2024 and hadn't used the program in over 6 months. I wasn't notified that I was going to be charged another yearly fee (nor do I recall being asked if I wanted to sign up for recurring billing.) I chatted with an employee for the company and asked if I could get a refund. Keep in mind, this was the day that I was charged. No time had lapsed. They instantly denied me. I went to my bank to claim a chargeback because I didn't approve this purchase. It was initially approved and then Studypool sent documentation "claiming" that I did not go through the "proper channels" to receive a refund. I'm not sure what proper channels are beyond chatting with an employee but being told no by an employee seems like a "proper channel". I now have 365 days of a pointless (to me) service that they refuse to refund.

  Business response

  07/15/2024

  Hi there,

  Thank you for reaching out.

  We have refunded the charges to your original payment method. Please allow 5-10 business days for the amount to be reflected in your bank account.

  Please note that subscriptions can be easily canceled from the Settings page. Any subscription service from any website will have recurring charges.

  Let me know if there is anything else we can help you with.

  Best regards,

  Studypool Team

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/24 I was charged $32.85 for a service that I have no idea what it is. I never signed up for it and just checked if I even have an account with them and it seems that I have never signed up for anything from this site before. I would like a refund because I do not know why they are charging me..

  Business response

  06/19/2024

  Hi there,

  Your refund was already issued. 

  Thank you,

  Studypool Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked the question nobody answer after I tried to cancel the question doesnt have this option , the tutor answered my question for 3 times I tried to cancel and I dont be able to cancel I contacted the customer service many times to the solution because now I have 3 answer for the same homework and I dont need . Conclusion I paid $75 dollars for 1 question.

  Business response

  05/22/2024

  Hello!

  Thank you for reaching out.

  We want to reassure you that your concern was promptly addressed by our dedicated **************** team upon your initial contact on May 20th. Within 15 minutes, they responded to your inquiry and efficiently processed the refund on the same day, May 20th.

  We kindly remind you that our customer support channels are diligently monitored to ensure swift assistance to all our valued customers. While we are committed to addressing every concern, we encourage the use of this medium for particularly complex or unique cases where additional attention may be required.

  Your cooperation in adhering to these guidelines ensures a smoother experience for everyone involved. We trust that moving forward, we can continue to serve you effectively and maintain a positive interaction within our community.

  Thank you for your understanding and cooperation.

  Studypool Team

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Study pool automatically charged me for an annual renewal that I did not want or need on 4/5/24. No reminder was sent for the upcoming annual renewal charge with an option to cancel ahead of time. I had not sued Studypool since Oct 2023. There is no phone number to call and speak to anyone on their website. I chatted online with someone called ******* from Studypool on 4/7/24 (see attached) and requested a full refund but was denied. I was able to cancel any future automatic renewals. See attached charge.Would like a full refund due to companies failure to send a reminder in order for the fee to be cancelled.

  Business response

  04/30/2024

  Hi there, thank you for bringing this to our attention.

  Please note that a refund was processed on 4/18, please refer to your bank to further information.

  If you require any further assistance, please feel free to reach out.

  Best, 

  Studypool Team

  Customer response

  05/19/2024

   
  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

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint against Studypool is that I want them to refund the $79.3 annual subscription fee they automatically deducted from me on April 8th.1. Studypool is a platform that violates others' financial rights:I have never subscribed to any services from Studypool. It somehow obtained my email address and credit card number (excluding the security code) without my knowledge and automatically deducted the full year's subscription fee from me.2. Studypool is a platform that does not respect others' right to be informed:Firstly, it did not notify me in advance of its plan to deduct the subscription fee for a year, unlike other reputable platforms.Additionally, after deducting the annual subscription fee, it did not provide me with any payment receipt or email notification.3. Studypool is a platform that ignores others' refund requests:Before I filed a complaint with the BBB against Studypool, I contacted Studypool on April 8th to request a refund of my annual subscription fee because I subscribed to their service unknowingly. However, their staff chose to ignore it.My email address is *************************** my account name is ************, and the **** credit card that was automatically charged ends with 8358. I hope your platform can help me recover the refund.As a legal researcher, if my complaint is not taken seriously and addressed by Studypool, I will file complaints on the official consumer protection websites in **********.

  Business response

  04/24/2024

  Hi there, thank you for reaching out to us.

  We apologize for any inconvenience caused. Your subscription refund has been processed, and you should see the refunded amount reflected back to your original payment method within 3-5 business days.

  Regarding your other concerns:

  1. We have identified another email associated with your account ******************************** Please review this email or contact the individual associated with it to confirm any transactions made on Studypool.

  2. Payment receipts are generated and can be found within your Studypool profile. Simply navigate to the "Menu" and then click on "Balance" to locate them.

  3. We apologize for any confusion caused on our end. It appears that the initial confusion stemmed from the presence of multiple accounts associated with one user.
  

  If there's anything else we can help with, let us know. 

  Best,

  Studypool Team

  Customer response

  04/30/2024

  Better Business Bureau,
  
  Thank you for your assistance; I'm satisfied with the outcome. Without your help, Studypool wouldn't have refunded me, as I had already tried reaching out to them for a refund before contacting you, but received no response. I can't express enough gratitude for your assistance to a law student like me, even though I'm far away.
  
  However, I have two concerns:
  
  Firstly, while they initiated the refund on April 24th, I contacted my credit card service center, and I still haven't received the refund. I'm unsure if it will come through after agreeing to the settlement.
  
  Secondly, as an honest person, I must inform you that Studypool is a company that poses a threat to internet users, both American citizens and others worldwide who might click on Studypool's links. This is because:
  
  1. Studypool profits from others' privacy breaches. They forcibly charged me for a year's membership because I chose to log in automatically with my ****** account while browsing their website on ******. Since my ****** account is linked to my credit card payment method, they charged me without my registration or subscription.
  Evidence shows that after being charged without my knowledge, when I tried to log in to their website with my email, I found that I hadn't set a password for the account, proving that I never used their service, let alone had any motivation to subscribe to their membership.
  
  2. Studypool is dishonest. They claimed they charged me for a year's membership due to confusion between my two accounts. My other account was only registered after Studypool charged me for a year's membership without my knowledge, to verify if this email had also been registered without my knowledge and if a membership had been purchased. They made this claim to cover up the fact that they profit from others' privacy breaches.
  
  Thank you once again for promptly handling my complaint.
  
  Wishing you greater influence in helping more people avoid threatening companies like Studypool.
  
  Sincerely,
  *****
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to get refund for my subscription because it is not working properly.

  Business response

  04/23/2024

  Hi there, thank you for reaching out to us.

  Upon reviewing your account, we have observed that there have been a total of 5 or more Unlocks utilized since the activation of your subscription. Considering the service has been utilized, we can make an exception and return the amount to your Student Balance.

  This credit is available for use with our tutoring Q&A service. You can post a question and receive assistance from our top tutors. Regarding your refund, please be aware that we are unable to process refunds for subscriptions. You have the option to cancel anytime through your Settings page.

  However, it's important to note that subscription payments are non-refundable as outlined in our Terms of Service: ******************************************

  Best,
  Studypool Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have requested that my subscription be cancelled and not renewed with this company. They have continued to charge my credit card in file although I was informed last year that my subscription would not automatically renew. I have been unable to manually unsubscribe and the only option is to delete the whole account.

  Business response

  04/23/2024

  Hi there, thank you for contacting us.

  We wanted to inform you that the refund was successfully processed on March 27th, 2024, and it has been credited back to your original payment method.
  If there are any further inquiries or assistance you require, please feel free to let us know.
  

  Best regards,
  Studypool Team

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I noticed that I have been billed a monthly subscription of $21.45 for the past several months even though I do not recall signing up for this service. I have sent several messages through their website messaging service and also via email asking them to cancel and make a refund. Yet despite my efforts, I found another reoccurring bill today on my bank statement. I should point out that I never received any email receipts for any payments over time. I found a few phone numbers for this particular business but they do not connect.

  Business response

  04/23/2024

  Hi there, thank you for reaching out.

  Here is a breakdown of your account:

  1. The email (************************) is associated with the original MONTHLY subscription purchased on October 14th, 2023. The service was utilized, and a total of 3 documents were unlocked on October 14th and October 18th. Please inform us if you would like us to share the URLs of the documents unlocked after the subscription activation.
  

  2. The subscription was not cancelled after that initial purchase.

  3. You still have full access to log into your account to manage your subscription. This can be done through the Settings page. Please let us know if you are able to access your account. If not, you will need to reset your password. Here is the URL: *********************************************************
  

  4. Your subscription is no longer active, and a refund was issued on March 21st.

  If you have any further questions or need assistance, feel free to reach out.

  Best,
  Studypool Team

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to this website for help with college courses. I paid the subscription fee for the whole year. Only to find out they want money for every question you ask on top of the subscription fee. No where is this information stated prior to subscribing. I immediately canceled the subscription and emailed their support team to seek a refund. Only to be told that they can't refund the subscription fee. Now I'm stuck with a yearlong subscription to a service I will never use.

  Business response

  04/01/2024

  Thank you for reaching out, and we appreciate you sharing your experience with us.

  We understand your concerns, and we're sorry for any inconvenience caused.
  Before subscribing, we want to ensure that all users have access to information about our services. The details regarding the subscription, including the access of 10 documents per month, are clearly outlined on our website at *************************************************. We want to clarify that our subscription service primarily includes access to these 10 documents per month, which reset at the beginning of each billing cycle - there is no mention about additional services included besides the unlocks. In addition, there was 1 unlocked used before the cancellation took place. 

  In light of these circumstances, we regret to inform you that we are unable to process a refund in this instance. We hope for your understanding regarding this matter.
  

  Best,

  Studypool Team

  Customer response

  04/25/2024

   
  Complaint: 21356323
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  04/25/2024

  I never used this program. I should not have to pay the year subscription for something I didn't even have 72 hours. This is unacceptable. I should get a full refund. If they want to pro rate for the 3 days I had a subscription and didn't use it, fine. But I can't believe how shady this business is. I would leave a scathing review but they don't allow public reviews. Probably smart on their part due to their unprofessional behavior.

  Business response

  04/25/2024

  Thank you for bringing this matter to our attention.

  Upon reviewing your account, it appears there might be some confusion regarding our services:
  1. The Homework Q&A service operates on a per-question basis and is not a subscription service. For more details about our Q&A service, you can refer to the following link: Link to Q&A Service Information
  2. The ***************** on the other hand, is a subscription-based service offering three plans: monthly, quarterly, and annual. Each plan provides access to the Notebank with 10 unlocks per month. All users are directed to the Notebank Subscription landing page where each plan is described in detail before subscribing.

  Since you have subscribed to the annual plan for the ***************** you have received 10 unlocks, which will reset to provide another 10 unlocks after 30 days (un-used unlocks will not rollover). It's important to note that your subscription is still active. Should you wish to cancel your subscription, you can do so by logging in, clicking on Menu > Settings > Billing, and then selecting Cancel Subscription. Please be aware that subscriptions are non-refundable; for more information, you can refer to our terms: ******************************************

  Alternatively, we can offer a refund in the form of Studypool Balance. This balance can be utilized to post questions and receive assistance from our top tutors through the Homework Q&A service.

  Please don't hesitate to reach out if you require further assistance.

  Best regards,
  The Studypool Team

  Customer response

  05/17/2024

   
  Complaint: 21356323
  
  I am rejecting this response because I have already canceled my subscription after talking with one of your customer service team. I want a refund to my card because I have never used your service nor do I plan to. I'm entitled to a refund. The only reason that I didn't cancel immediately us because I was instructed that I had to wait 3 days for the payment to clear. If you look at my closed account you'll see that it was only open for that 3 days.
  
  Sincerely,
  
  ***********************

  Business response

  05/22/2024

  Hello,

  We're pleased to inform you that we're making an exception to proceed with your refund.

  To provide clarity - the service was utilized. Upon subscribing, our records indicate that one document was unlocked on the same day. You can verify this information on the Account Balance page.

  Expect the refund to be processed within 3-5 business days.

  Thank you for your understanding,

  The Studypool Team

  Customer response

  06/03/2024

   
  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,
  
  ***********************

*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. ↩