Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tutor at the course Hero working day and night for Hard earnings and try making living out of it. After I earned almost $250, at night while working on course Hero they kicked me out of my account and not letting me login back. Then I received the mail from them saying I have violated their policy and I have to verify my account otherwise they will ban my account permanently. After complying with their instructions they sent me an email confirming that my account is permanently banned and they are not liable to pay me my balance. First of all is it fair what you guys are doing? You ripping off the hard-earned money. Then after dozens of mail, my problem is not being heard by them or even considered by them and they don't even bother to reply to me. One thing, I would like to say to you at least don't ask the stupid question how was our support team's response? Firstly ripping hard-earned money then asking how did you like our support and what you expect? I never shared my password with anyone and never used VPN in my life. I want my money.

  

  Business Response

  Date: 04/12/2023

  Hello ******,

  We have further reviewed the account and the account has been closed and will not be re-opened. We sincerely apologize we are unable to provide you with your desired outcome in this case.
  
  
  Best, 
  Customer Support

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Course Hero for some years now. It has been beneficial to me as it has helped me do my assignments, get study materials and resources, do my research and prepare for my exams and assessments. I upload my own documents so that I can get access to their study materials. Initially, Course Hero used to give me ten (10) unlocks for every ten (10) resources I uploaded on their website. This was the best moment I had with them - the maximum amount of unlocks I would get with my account. However, recently, they provided me with five (5) unlocks for every (10) resources I uploaded with no reasons why they reduced the amount of unlocks. They did not send me an email or contact me regarding this issue, and I believe this is an unfair practice. I have not violated any of their rules. I would like Course Hero to reward me with 10 unlocks for every 10 resources I upload as was before. Right now, I am compromised because I have to look for so much resources to be rewarded with fewer unlocks. My Course Hero email is *************************** and I have contacted the company via ******* but they have not yet resolved this issue.Regards.

  

  Business Response

  Date: 04/10/2023

  Hello *****,
  
  My name is **** and I am one of the Escalation managers here at Course Hero. I understand you have concerns regarding the amount of unlocks you receive for uploads. Looking at your account I can see that you were moved from 10 documents for 10 unlocks to 10 documents for 5 unlocks back on March 1, 2023. Prior to this you were part of a program we had where we would provide those in the program with 10 unlocks per 10 documents uploaded. We have concluded that program some time ago and are transitioning the remaining accounts from 10 unlocks for 10 documents to our standard rate which is 10 documents for 5 unlocks. I do apologize for any inconvenience this may have caused you. As a one time courtesy I have provided your account with 10 unlocks and hope that you stick with us as a source for study material. 
  
  Please let me know if you have any further questions regarding this matter. I will be happy to do my best to address them.

  Regards,

  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19908077
  
  I am rejecting this response because I would like to be awarded with 10 unlocks for 10 resources I upload. I am rejecting this response in good faith. I really like Course Hero because it has always helped me prepare my exams and study well. I would really appreciate being awarded this amount of unlocks despite the fact that the program has ended. I have seen the ten unlocks you have awarded me and I truly appreciate that.

  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 04/14/2023

  Hello ******************,

   

  I am sorry to hear that you have rejected our offer. Unfortunately the program where members would receive 10 unlocks for 10 uploads has discontinued and will not be re-enabled. I understand that this is not the outcome you may have desired. We hope that you continue to use our site and the resources it has to offer.

   

  Regards,

  Customer Support.

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19908077
  
  I am rejecting this response because I am aware that some of my friend's account still receive 10 unlocks for every 10 resources they upload. I fail to understand which criteria you used to reduce the amount of unlocks in my account. While this is the case, I have not violated any of your rules and regulations and therefore, I would like my account to be rewarded with a similar amount of unlocks as my friends. Thank you.
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 04/18/2023

  Hello *****,

   

  I understand that one of your friends were part of the same pilot program as yourself. As stated before, we are identifying and locating accounts that were part of the 10 for 10 and are actively moving the accounts to our normal rate of 10 document uploads for 5 unlocks. I can assure you that your friend(s) account along with any other account will be transitioned to our normal rate. With that being said our final decision is to leave your account as is. 
  
  We are sorry that this is not the expected outcome. Please have a great rest of the week!
  
  Customer Support.

  Customer Answer

  Date: 04/22/2023

  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. I would like to thank the BBB for facilitating this complaint, I am satisfied with the response given.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:04/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a "study help" website. In good faith, I uploaded a document to a service that I had paid for in order to, as they said, "Study your own document" with "recommended resources." They provided no resources, and have instead deceptively and misleadingly published my personal academic content (with personally identifying information included) to the internet. The company was deceitful, and is now claiming they hold a "perpetual and irrevocable license to your Submissions"; I did not submit anything.

  

  Business Response

  Date: 04/11/2023

  Hello ********,
  
  I am one of the Escalation Managers here in Course Hero Support. I saw your issue and wanted to take *************** into the matter. If my understanding is correct I see you would like for us to remove document(s) that include personal information. If that is correct, I would be happy to assist you with this. In order for me to move forward I would need the following:
  
  * Email address connected to the account that hosts the documents that need to be removed. 
  *The URL links to the documents that have personal identifying information
  
  Once received, as a One Time Courtesy, I can ensure that the documents are removed.
  
  Warm Regards,
  
  Customer Support
  

• Initial Complaint

  Date:03/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Someone has used my card without my permission. Their email is ****************************** Please cancel the membership and refund the 2 payments that were taken without permission. If you have any information on this account please let me know as I have informed the police and my bank. 2/8/23 $24.95 3/20/23 $24.95 Thank you,

  

  Business Response

  Date: 03/30/2023

  Hello ********,

   

  Thank you for reaching out to us on The Better Business Bureau. Our records indicate our Customer Support team has been in contact with you, please let them know if you have any questions. For a quicker response you can reach out to our Support team at ******************************** or by dialing ****************/7. 

   

  Kind Regards,

  Customer Service 

  Customer Answer

  Date: 03/31/2023

  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,
  
  

• Initial Complaint

  Date:03/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined as a tutor in CourseHero a few months back and I have been helping the students at a good helpful rate by posting the correct solutions. But suddenly I received a mail stating that your account is temporarily suspended because of some suspicious activity found in the account and they requested some documents to re-enable the tutor account. I have uploaded all details according to what I have given while tutoring application. After that, they permanently disabled my tutor account which I already made $135 and am now unable to open it. As far as my concern I did not violate the policies of CourseHero. So, please kindly help in enabling my tutor account.Thank you, with regards.

  

  Business Response

  Date: 03/30/2023

  Hello *******, 

   

  Thank you for contacting us on The Better Business Bureau. Our records indicate our Tutor Support team has been in direct contact with you regarding your issue, please let them know if you have any questions. For a quicker response you can reach out to our Tutor Support team directly at **************************************.

   

  Kind regards, 

  Customer Service 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19620190
  
  I am rejecting this response because:
  

  I mailed them but didn't get any reply.
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 04/04/2023

  Hello *******,

   

  Thanks for reaching out.  Our records indicate your account has been closed and will not be re-opened. We sincerely apologize we are unable to provide you with your desired outcome in this case.
  
  Best, 
  Customer Service 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19620190
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:03/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PAID 3 MONTH MEMBERSHI FOR 60 USD AND I CANNOT EVEN ENTER AND LOGIN..PLS SUBMIT REFUND ASAP A THIS IS A COMPLETE SCAM...I TRY TO LOIN SAI BAD REQUEST!!!

  

  Business Response

  Date: 03/13/2023

  Hello,
  
  
  Thank you for contacting us on The Better Business Bureau. After further reviewing your account, it appears the payment was flag for fraudulent behavior. We recommend reaching out to our support team for further assistance at ************. 
  
  
  Kind Regards, 
  
  
  Customer Support 
  
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19585850
  
  I am rejecting this response because: THIS IS NONSENSE..I PAID 3 MONTHS OF MEMBERSHIP AND HAD NO UNLOCKS AND ALMOST ALL ANSWERS RECEIVED FROM TUTOR WERE WRONG ...RIDICULOUS..THIS COMPANY SHOULD BE SHUT OFF FOR FRAUD!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/1/2022, a request to cancel my premier membership was sent to Course Hero. I received a confirmation email stating that I had successfully canceled my subscription. The email said, 'once your membership expires, you will not be charged again. You can continue to access our premier services until 9/01/2022' and were provided with a cancelation number. On 9/2/2022, I was charged $119.40 to my bank account by Course Hero. On 3/6/2023, I logged in to Course Hero in hopes of retrieving a copy of my last payment for tax purposes, and I noticed that my membership was still active. I also noticed that nowhere on the website was an option to see any payment history. So, I checked my bank statement and discovered a charge on 9/2/2022 for $119.40. I submitted a request for a refund to Course Hero and an attachment showing that I had canceled my subscription on 6/1/2022. I received a reply from a customer representative named *** informing me that 'due to their credit card processor's refund window, they could not refund transactions beyond 90 days.' I believe Course Hero can refund the amount, as this was a mistake on their end. I did my diligence in canceling my subscription, and it was ignored. The company should be accountable for the error, and a full refund should be honored. This is a recurring behavior based on the reviews I read on your website. I do hope you can be of help and that this company is found liable.

  

  Business Response

  Date: 03/13/2023

  Hi ******,

   

  Thank you for reaching to us on The Better Business Bureau. We were unable to locate a premier account with the email that was used to submit this compliant. Can you please provide us with the email for your premier account? 
  
  We hope to hear from you soon. 

   

  Best, 

  Customer Service 

  Customer Answer

  Date: 03/15/2023

  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.

  The account in question is under email address: **************************************

   

  I have attached an email sent to me by Course Hero informing me that a courtesy refund has been processed on 3/8/2023. The refund has been verified and completed. 

  I thank you for your time. 

  
  Sincerely,
  
  ****** **************

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 1st, 2023, I started tutoring with CourseHero. Since then, I have accumulated over $82 and $63 pending earnings. I made my first withdrawal successfully, but on later attempts to withdraw my profits, I could not do so due to phone number verification issues. After contacting customer support, they confirmed no problems with my account, but I still cannot withdraw my earnings. I have tried to reach out for help but have not received a satisfactory response. I urgently need help retrieving my hard-earned money, as I use it to pay off loans and support my college studies to become an educator.

  

  Business Response

  Date: 03/13/2023

  Hello ********, 

   

  Thank you for reaching out to us on The Better Business Bureau. Our records indicate your issue was resolved.  For any tutor related inquiries, please reach out to tutor-******************************** for a quicker response time. 

   

  Kind Regards,

  Customer Service 

  Customer Answer

  Date: 03/14/2023

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

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a year subscribtion but every question I ask or download I get the same answer... Too blurry or missing information. I'm not missing no information and not blurry. I order this to help me with my 8 week courses and this program isn't helping. I called to ask for a refund and talked to 8 people from ***************. I finally ask for a supervisor and still nothing. I need help with this course and still no help. I have to retake this course thinking this site could tutor me..

  

  Business Response

  Date: 03/30/2023

  Hello ****,

   

  Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with your regarding your request. If you have any other questions, please reach out to our **************** team at ******************************** for a quicker response. 

   

  Kind regards, 

  **************** 

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was working as a Course Hero tutor for about three years now. I applied with my own credentials and got accepted. I never lent the account to anyone. I never used a vpn. That being said, on January, 11th, I received an email requesting some identity verification, and I responded with KYC video and my identity documents. Three days later, I received an email stating that my account was permanently disabled, and for absolutely no good reason. Not to mention the money I couldn't withdraw from the website due to an issue they had for over three weeks with withdrawals. In the least, I would like to withdraw my earned money.

  

  Business Response

  Date: 02/07/2023

  Hello ********, 

   

  Thank you for reaching out to us on The Better Business Bureau. Our records a support agent has replied to your inquiry. Please let them know if you have any questions.

   

  Regards, 

  Customer Service 

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18955836
  
  I am rejecting this response because: I only received and email stating I was banned from the platform with no specific because there is no specific reason. I did not commit any violations.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/17/2023

  Hello ********, 

   

  We have further reviewed the account and the account has been closed and will not be re-opened. We sincerely apologize we are unable to provide you with your desired outcome in this case.
  
  
  Best, 
  Customer Service 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18955836
  
  I am rejecting this response because: Course Hero's business plan heavily depends on recycling tutors regularly. And grabbing pending balances if tutors.
  
  Sincerely,
  
  ***************************