ComplaintsforCourse Hero, Inc.

Internet Services

Additional Complaint Information

Customer Complaint:

Course Hero, Inc., came to BBB's attention in September 2011. A review of the company’s complaints was done in October 2023. Complaints on file state consumers experiencing difficulties receiving refunds.

Prior to signing up, BBB advises consumers to review the terms-of-use page (https://www.coursehero.com/terms-of-use/), 4. OTHER IMPORTANT TERMS - No Refunds and "Hero’s Better Grades Guarantee,"and Refund Information at https://support.coursehero.com/hc/en-us/categories/200569688-Billing-Subscriptions

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Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been asked to do ID verification for courshero account. Time timeline of it is as follows.On 19th July - ********* provided me with a link to verify myself and provided me with 48 hours to verify the same.On 19th July - I tried to verify myself and found the link to be expired, so i emailed to get a new link.On 20th July -Courshero provided me with a new link to verify with a time line of 1 day.On 20th July - I found the link provided was already expired and emailed it again to them to provide a proper link.On 26th July - ********* provided a new link to verify with a time line of 1 day On 26th July - I verified myself on the same day with my national ID and my face recognition.On 26th July - Courshero mentioned to me that verification is not within time line or not provided sufficient details so account is permanently closed.Regarding time frame - How can I do if there are issues with links?Regarding material - I have provided same details as I have provided while opening account with coursehero.Still I am not saying I will not provide further verification of needed.I can provide my details through mail again if they want.
Business response
08/06/2024
Hello *****,

Thank you for contacting us through the Better Business Bureau. We can understand your frustration regarding the disabling of your Tutor account. We recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that *** assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As we know this is not your desired resolution, these are the options available at this time.

To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.

All the best,

Support
Customer response
08/06/2024

Complaint: 22097992

I am rejecting this response because:
If tutor support was supporting me, my account got reactivated at first place.
I want interference of authority with open mindset to understand my issue and sort it out.
Sincerely,

***************************
Business response
08/06/2024
Hello Kasim,

Thank you for reaching out to us on The Better Business Bureau. After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************

Regards,
Customer Support

Customer response
08/06/2024

Complaint: 22097992

I am rejecting this response because:
I understand about terms of use issue with coursehero.
I am working professional in ************** from ***** so as you aware I have to use VPN to work.
What mistake I did is, I started VPN and forgot to close coursehero from background.
I can also tell that the network that you will find is of ******** area (part of **)
You guys can also see I have not submitted or attended any answer using VPN.
I know I have made mistake and admit it and I am ready to apolize.
However please start my account after checking facts above. I am genuine tutor.
Tutor support is not understanding my facts.
Please help.
Sincerely,

***************************
Business response
08/08/2024
Hello *****,

We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team. We will not be able to make any exceptions or facilitate any further requests in connection to this account.

Best,

The Tutor Support Team
Customer response
08/08/2024

Complaint: 22097992

I am rejecting this response because:
This is not fair with the tutor if everything explained by them and they don't get their account back even after they are right.
You can see and understand that I am right and have a proper explanation for the incident.
I am ready to write any higher authority a mail of apology.
I want to know what I can do to get my account back.
Final decision can't be amended because of correct facts?
I have 93% positive rate which you can understand really good.
Coursehero will loose really good tutor and I will loose my earnings due to please.
If I am wrong in any facts, I am ready to accept your decision.
This is all what my purpose is.
Sincerely,

***************************
Initial Complaint
07/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company falsely charged me for a membership when I don't have one and never did. I received a charge through an email stating thanks for my membership when I don't have one, and have explained I don't have one. There is no record of me having started a membership with them on their side and I never started one with them. They claimed my student account had a membership, but then contradicted themselves by stating that there's no record on my account of a membership, no payment method to pay for one, nor any history noting that I purchased one. This is very scam like and they are playing dumb and need to refund me. I had heard multiple other people I know that also have a phantom charges from them, so this is how they operate hoping I will give up and allow them to falsely rip me off. The pic below proves I don't have a payment method nor any history on my "account" that shows I paid or purchased a membership with them.
Business response
07/26/2024
Hello ***,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

Regards,
Customer Support
Initial Complaint
07/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased Course Hero in 2023 and was able to partially use their services. I was unable to continue to utilize their services and cancelled my subscription but received no feedback. Course Hero tried to charge my bank account on 7-22-2024 without authorization. When I notified Course Hero today, 7-23-2024, the representative stated they had no communication from me cancelling my subscription in 2023, therefore will not offer a refund. I have been unable to utilize this program, but the company did take the funds. The subscription was for an entire year, however, I was only able to access the program less than six months of the year. It was very difficult trying to reach a CSR rep to begin with and this is no way to run their business. I am a very unhappy customer and I will advise my fellow classmates of the horrible experience I am having with Course Hero.
Business response
07/23/2024
Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.

Regards,
Customer Support
Initial Complaint
06/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Email to Course Hero:Hello,There are three unauthorized charges that I first noticed this May 2024 on Paypal and I do not have an account or log-on information. The associated PayPal email is *********************** My PayPal account shows: Seller info Course Hero **************** ******************************** Course Hero Inc.May 13 2024 Autopay -$119.40 Course Hero Inc.May 13 2023 Autopay -$119.40 Course Hero Inc.May 13 2022 Autopay" I spoke to a customer service rep. today and they confirmed that the account was closed and I was in fact charged for services that I never had access to. I am still awaiting a refund. Sincerely,*************************
Business response
06/28/2024
Hello ******,

Thank you for reaching out to us on The Better Business Bureau.
Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************* If you would like to call us, our phone number is ************, and we are available 24 hours a day.

Regards,

Customer Support
Initial Complaint
06/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Transaction date: 19 June 2024 Amount paid: $77.85 Refund requested: 19 June 2024 I have no intention of continuing my subscription and meet all 5 terms of the refund guarantee displayed on Course Hero's website. However, Course Hero's reply mechanically stated that my purchase was made 30 days ago. Despite sending Course Hero screenshots to prove it several times, I have not received a reply.In addition, the fifth clause of Course Hero's refund guarantee terms states that users who subscribe to Hero Trio can only apply for a refund if they have not used QuillBot or Symbolab for more than (3) days.First, I have not and will not use any of the services. Second, the deadline of the clause is so close that even though I applied for a refund immediately, Course Hero's delay may have deliberately caused my refund application to fail.
Business response
06/20/2024
Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email registered with Course Hero. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,

Customer Support
Customer response
06/20/2024
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
06/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company is a scam. They said they had videos to help with coding on their site and none exist when I contacted the company. They refused to refund anything.I tried to use this to help with homework and the entire platform is inaccurate and is not what is quoted.They are in violation of unfair, trade practices in the state of ******* I will be filing with the state of ******* as well as a situation like this is unfair and targets unsuspecting consumers
Business response
06/16/2024
Hello *****,
Thank you for reaching out to us on The Better Business Bureau.
We apologize that you were not satisfied with our services. We are a crowdsourced database and rely on member-uploaded content. The documents that members upload to Course Hero may include practice tests, quizzes, and assignments, but we are not an answer bank.
Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.
Regards,
Customer Support
Initial Complaint
06/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They emailed me with a membership renewal. I havent been able to fully access this site in months. Then I get charged $119.40 for a renewal fee. Sent multiple emails describing my want to not renew and get a refund for I wasnt even aware I had a membership. I provided them with all info they keep asking me for then I get zero response. Info they asked for is :Possible Email Address: ************************ If a credit or debit card was used: debit Full name on credit card: *********************** Type of credit card: **** Last four digits on the card: 5554 Zip/Postal Code:63139 Date of last Transaction:5/31/24 Amount Charged: $119.40 All Im asking for is a full refund and to cancel this membership I didnt sign up for. Thanks!
Business response
06/01/2024
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.
Customer Support
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I tried to use this business for a paper for my daughter and tried to cancel subscription a year ago. I never received a confirmation number and my email was not used. I tried to cancel and after them withdrawing ****** last year and this year from my paypal I can not get them to stop. I emailed for months and noone will stop it. Please help me stop them.
Business response
05/31/2024
Hello ******,

Thank you for reaching out to us on The Better Business Bureau. We have reached out to you directly to resolve your concern. If further assistance is required, please reach out to our support team at ******************************** or dial ************ for immediate assistance.

Regards,

Customer Support
Initial Complaint
05/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My credit card information was used to make a purchase from this company and this was a purchase that I didn't make or authorize. The company has been unresponsive to my attempts at contacting them and I have not been able to obtain a refund for the purchase. I do not have an account with this company and I am seeking a refund for this purchase as I didn't make it.
Business response
05/26/2024
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We have reached out to you directly to resolve your concern. If further assistance is required, please reach out to our support team at ******************************** or dial ************ for immediate assistance.
Thank you,
Customer Support
Customer response
05/30/2024

Complaint: 21763077

I am rejecting this response because:
I contacted my financial institution based on the information provided by Course Hero in the email, which I have attached to this response, and was told by my financial institution that what Course Hero said about the transaction being frozen and them losing all access to it isn't true. I was told by my financial institution that Course Hero should be able to offer a refund and reverse the transaction. Furthermore, I requested supporting documents from Course Hero in order to better support my transaction dispute case with my financial institution and received no response after making this request. I have yet to receive a refund for this unauthorized transaction.

Sincerely,

***********************
Business response
05/31/2024
Hi *****,

Thank you for contacting us through the Better Business Bureau.

After further reviewing the account, it appears the user has directly disputed this charge with the bank. Unfortunately, once the charges are disputed, we are no longer able to make changes to the account. The outcome on the disputed charge will be provided directly by the users bank. For clarification, Course Hero does not share billing information. Please contact your bank for further information on this disputed charge. In addition, we have reached out to you directly via email registered with Course Hero. Kindly reply to the email once you have the outcome letter of your dispute.

Regards,

Customer Support
Initial Complaint
05/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company offers a money back guarantee but won't refund me when I asked to be refunded within the hour I was billed.
Business response
05/19/2024
Hi *****,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email registered with Course Sidekick. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,
Customer Support
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,

***********************
Customer response
05/20/2024
I would like to withdrawal my complaint. PayPal closed the case in my favor and course hero has refunded me.

Thank you for your assistance,

***** Y Glendy

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ComplaintsforCourse Hero, Inc.

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