ComplaintsforBartleby

• Initial Complaint

  06/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I registered with this supposed academic research site while preparing an essay. I only authorized the initial $7.00 and was then unable to log into account to cancel. I sent a message through the website requesting that my account be cancelled, and I received no response. I noticed a charge of $29.99 to my checking account on 5/21/24. I attempted to log in and was unsuccessful, again, so another message was sent requesting that the account be cancelled and a refund should be sent. There was no response! Again, I was charge another $29.99 on Friday (6/21/24) which caused an overdraft to my checking account. I attempted to log in, was blocked once again, so I sent yet another message and actually received a response. They claimed to now have cancelled account, but will not issue refund. I am not only overdrawn, but accruing more fees! This is ridiculous and I believe this business is fraudulent and seeks only to bilk unsuspecting students of what little money they have. *** also sent an email to my university, asking that they warn students from registering with this site!

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is being filed on behalf of my daughter, she used Bartleby for a short time to help with her schoolwork, she started on August 26, 2022, and canceled the service on December 14, 2022 However Bartleby continued to collect payment for the service that was canceled so we are asking for a refund for the 14 MO of payment at $14.99 FYI I have filed a complaint with the *** about this I also emailed them and they have not responded to my email I find it odd for a company that claims to have been in business for 26years and do not have a phone number. and we do have receipts to back up our claim.

  Business response

  04/02/2024

  Hi,

  The customer reached out to us directly for a refund but we were unable to locate an account with the details. Please have the customer respond to us directly at ************************************* with the details for us to locate his daughter's account and assist further. 

  Customer response

  04/05/2024

   
  Complaint: 21506137
  
  I am rejecting this response because: I gave my email address they email directly and I will provide them with the account info I have to protect my daughter info. again my email is ****************** 
  
  Sincerely,
  
  ***********************

  Business response

  04/08/2024

  Hi,

  Unfortunately, we are unable to assist the user if he's unable to provide his daughter's email. We need the email associated with the account in order to cancel the subscription. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In March or April of 2023, I came upon Bartleby's website while doing some research. Within the same day, I agreed to a free trial and canceled it, because the site did not have anything of benefit to me for my research. In December of 2023, I noticed charges in my PayPal account from ********************** and promptly requested cancellation of the account. See '********************** 1' and 'Bartleby Email December 4' attachments for their response. I was then charged $9.99 again on January 23, 2024. On February 11 I explained in the email what happened to date, that I did not realize I was being charged for a subscription until I audited my bank account. The charges ranged are mostly $9.99, but there are also charges for $14.99 and $6.99. I asked why I'm getting charged, why different amounts, and how to make the charges stop. I received no response. I would like to cancel this account, delete it, close it, or whatever I need to do to get these charges to stop and I would like consideration for a refund. I would like to add that I have signed up for a free trial before and forgotten to cancel it and in that case, I take full responsibility. While I am certain Bartleby is helpful to some, it simply isn't a service I would use.

  Business response

  03/05/2024

  Hi *********,

  We understand your concern at the charges. Rest assured, we are here to help. We found two subscriptions linked to the below email addresses: 

  a) *************************************

  b) ***********************************

  We have cancelled the subscriptions linked to the above listed email addresses and you will not be billed again. However, per our terms of service, we are unable to issue a refund. Please reach out to ************************************* if you have any additional questions. 

   

  Customer response

  03/06/2024

   
  Complaint: 21370855
  
  I am rejecting this response because:
  I am requesting a refund of charges because I have attempted more than once to cancel. Bartleby also should not allow for more than one account with someone with the same name and payment method, or with any other two or more matching data.
  

  I am currently in a pediatric ICU with my son who was in an accident in Boone County, ** on March 2, 2024. He is in a coma with traumatic a brain injury. I may not get to respond within five days, so please give ***** on my response times. 
  
  Sincerely,
  
  *******************************

  Business response

  03/11/2024

  Hi,

  We typically do not issue refunds but considering the user's situation, we have made an exception and issued a total refund of $29.97 and it will reflect on the account that was charged within five business days. The accounts linked to the user have already been closed as informed previously. 

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me considering I dont have time fight it in the next 5 days.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had signed up for service, I have submitted several questions, all of which could not be answered. Reached out to customer service was given a form mail, stating why questions can be answered. I was told I would be credited back for the question. After the second time of doing this, and receiving the same form letter. I contacted. Customer support and explain that several questions that I was looking to get guidance in either receive the wrong question or they did not have an answer at all resubmitted questions I was given the same letter back. at this point I had requested a refund and was flat out refused. I paid for a trial week and did that before the 9.99 and was told my account was closed.still no refund .

  Business response

  03/11/2024

  Hi,

  The account has been canceled and a refund for $9.99 has been processed. The account will not be charged in the future. Please allow 5 business days for the refund to reflect on the account. 
  
  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/18/2024 did the $7 for 7 days subscription. When received confirmation email on subscription is says: $7 for 7 days Membership $7.00 You will be billed $7.00 for 7 days, then $29.95 monthly until you cancel. Cancel anytime by emailing us at ******************** So, I immediately wrote the email provided and asked to cancel and future subscriptions that I did not want to be charged after the trail ends. Never got a response back. Here it is 2/25/24 and I got charged $29.95 and I wrote them saying I requested it to be cancelled and they said I never did and it’s non refundable. I sent them proof I requested it to be cancelled and they are still arguing that I never requested it to be cancelled and they will not refund my money. Upon leaving them site feedback on other sites that leave reviews I see this is a common occurence Of them trying to steal money from people someone should really put a stop to this!!!

  Business response

  02/26/2024

  Hi,

  Per the user's request, a full refund has been processed and it will reflect on the user's account within five business days. The account has been closed to avoid future billing. 

  Customer response

  02/27/2024

  complaint ID ********

  This company is completely absurd! They should not be allowed to do business! I see they messaged back saying they gave me a refund “per my request” but they had no other choice I filed a dispute with ****** and my bank and showed proof to them that I requested to cancel the membership by following the exact directions given to me in my first correspondence from them! Even after back and forth they were reluctant to provide me with a refund! Searches for reviews on their site will show you exactly how poorly they treat their customers. Yes, I did receive a refund but it was NOT because they wanted to give it!

  
  Sincerely,
  
  Michelle *****

• Initial Complaint

  02/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I subscribed with this business at $9.99 per month for my daughter to use their services to help with her schoolwork. For many months she has no longer required this service. I have attempted to stop the monthly charges by phone only to find that they "no longer provide support by phone" and they provided an email address in their phone message. I have been emailing this address for over a month to no avail. I want the credit card charges to cease and I want to be reimbursed back to 1/1/24.

  Business response

  02/09/2024

  Hi,

  The user reached out to us directly to cancel the subscription associated with his daughter's email but we found no account with the information he provided. We did follow-up with the user requesting for more information but unfortunately, did not hear from him. Please have the user reach out to us directly at ************************************* with the screenshot of the charges along with the first six and the last four digits of the card charged for us to locate the email associated with the charges. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over the subscription period in question, I was charged a total of CAD ******, a situation exacerbated by a notable lack of any form of communication such as emails from your company regarding subscription renewals. This absence of transparency led to continuous charges being made without my explicit consent and awareness. Additionally, the promotional tactics employed by your services suggested discounted trial offers that misleadingly transitioned into full subscriptions with substantial monthly fees, contrary to the impression of a non-obligatory trial provided at the point of sale.Violation of Competition Act and Expectation of Transparency:While I acknowledge the terms of service, updated last on July 20, 2023, allow for upfront charges and automatic renewals, these provisions do not exempt *******, **** and its subsidiaries from the obligation to ensure clear, ongoing communication about billing and renewal processes. The failure to issue any form of notification or alert regarding subscription auto-renewals is a breach of the expectation for transparency, leading to an inadvertent oversight of these charges on my part.Furthermore, the operation resembles a "subscription trap" scheme, which is not only unethical but also contravenes the stipulations of the Competition Act. This Act expressly prohibits businesses from making false or misleading claims to advance a product, service, or business interest. This case bears resemblance to the Revive You Media incident, where the entity was penalized for similar malpractices.Additional Grievance: Disregard for Customer Communication Your company's lack of response to my formal demand signifies a grave disregard for customer rights and a blatant disrespect for the concerns presented. This silence can be interpreted as an intentional neglect of your customers' rights and further exacerbates the original issue of deceptive practices and lack of transparency.

  Business response

  02/09/2024

  Hi,

  The user's concern has been resolved at our end and the same was communicated to the user. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I registered to use this website for school. My semester ended in March 2023. I was charged $14.99 per month from April 2023 until January 2024, I haven't used the website or services. In OCTOBER , I noticed I was still being charged after numerous attempts asking to cancel. At this time they mention the following "This is a follow-up email from Bartleby support. We could not locate an account with your name or email. Can you please relay the below details for us to locate the account: 1) Full name as it appears on the card. 2) First 6 and last 4 digits of the card that is being charged if charged on your credit/debit card or your ****** invoice ID if charged on your ****** account.3) Screenshot of the charge.Awaiting your response. Bartleby Customer Care Team, SECOND MESSAGE- BOTH OCTOBER 2023 "Hello,Thank you for contacting Bartleby Customer Care!We were unable to find any previous email from your end with the cancellation request. Unfortunately, we were also unable to find a Bartleby Premium subscription linked to your email. Please provide the following information to assist us with locating your account: • Student's Full Name • Alternate Email(s) • The dates and amounts you were billed • If the payment was through ******, please provide the Invoice ID of your latest charge. • If the charge was on your credit card, please provide the name on the card, and the first six digits and last four digits of your credit card number. • Screenshot of the charge. We will attempt to locate the account after we receive your answers. Bartleby Customer Care Team". Upon receiving both messages, I felt they were preparing for a refund, It took me 3months to gather the bank statements. Today, I follow up with all the details they requested. To get the answer they cant not refund per their company policy. Again, upon being extremely upset, they offer one month refund, Clearly, I am still upset, The total. charges is 149.99, of unused service and cancellation took place.

  Business response

  02/12/2024

  Hi,

  The user had signed up for our recurring service and the plans we offer are not charged based on usage. The user reached out to us only in January of this year to cancel the service. Though we have a 'no refund' policy, we have made an exception and issued a total refund of $44.97 including $14.99 that was refunded previously. The refund will reflect within five business days and the account has been closed to avoid future billing. 

  Customer response

  02/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I originally contacted the company for a refund in OCT. 2023.  They requested screen shot of the charges from my credit card from April to Oct. 2023.  This task was not easy to retrieve since I am student and not experienced. In January, I submitted all the collected credit card statements. At this time, I was told they do not issue refunds.  I understand, there was a subscription, the website does not make easy to cancel subscription.  I was charged from April until January, I was not successful to cancel until I opened this complaint.  I am requesting a full refund from the time I stopped using the website. $44.97,  is not a full refund. Sincerely, Julia ******* 
  
  Sincerely,
  
  Julia *******

  Business response

  02/19/2024

  Hi,

  We have processed the maximum refunds we can at our end and are unable to issue any additional refund beyond what has already been issued. 

*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. ↩