Important information
- Customer Complaint:Read more
Course Hero, Inc., came to BBB's attention in September 2011. A review of the company’s complaints was done in October 2024. BBB advises consumers to review the links below for information on subscriptions, refunds, payments, and cancellations.
https://www.coursehero.com/copyright/#/terms-of-use
https://support.coursehero.com/hc/en-us/categories/200569688-Payments-Refunds
Complaints
Customer Complaints Summary
- 174 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/18/2023
Type: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: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 ServiceCustomer 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,
***************************Initial Complaint
Date:01/10/2023
Type: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 6th January I received an email from Course Hero saying there was suspicious activity on my account. They asked me to provide certain information which I immediately sent. They later responded by deactivating my account and saying that I had violated their Terms of Use. I have not violated their Terms of Use in any way and when I asked them to identify why they believe I had, they did not reply. My account has been falsely deactivated and the money I have earned has been made inaccessible to me. I would like Course Hero to investigate this problem and reactivate my account.Business Response
Date: 01/13/2023
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. Please continue to communicate with our agents at **************************************.
Best,
Customer Service
Customer Answer
Date: 01/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:01/07/2023
Type: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.
My handle in the website is judgehorsemaster211 have been working as a Tutor on Course Hero for a few years now, and suddenly for the last month, I am unable to withdraw the money I made on the platform! This is due to an issue with their phone number verification SMS. When I try to receive the confirmation SMS, I get this error: *****: Permission to send an SMS has not been enabled for the region indicated by the 'To' number: ############". I tried contacting the support several times but to no avail. I am not the only one facing this problem, many others are, and Course Hero support is not responding.Business Response
Date: 01/13/2023
Hello ********,
Thank you for reaching out to us on The Better Business Bureau. Our records indicate there are no issues with your account. For a quicker response, please contact tutor-******************************** for all tutor related inquiries.
Best,
Customer Service
Initial Complaint
Date:01/03/2023
Type: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 have been working with Coursehero as a tutor for a few years, but now I cannot get my money from the website due to error "*****." The details of the error are as follows:*****: Permission to send an SMS has not been enabled for the region indicated by the 'To' number: ########.Business Response
Date: 01/11/2023
Hello,
Thank you for reaching out to us on The Better Business Bureau.
We are unable to locate a tutor account under the email used to provided submit this compliant. Please contact our tutor team at tutor-******************************** using the email for your tutor account so that we can further investigate your issue. We look forward to hearing from you.Best,
Customer Support
Initial Complaint
Date:01/01/2023
Type: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 am a tutor on Course Hero for about four years now. I have a 90% helpful rating with hundreds of solved questions and thousands of earned dollars. However, for the past month, I was unable to withdraw the money I earned, I get this error: "*****: Permission to send an SMS has not been enabled for the region indicated by the 'To' number: ############". I have tried contacting the support, but they are not responding. Please help!!Business Response
Date: 01/06/2023
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We were not able to locate a tutor account with the email used to submit this complaint. Please contact our Tutor Support Team at tutor-******************************** from the email address for your tutor account to address all your tutor related inquiries.
Best,
Customer ServiceCustomer Answer
Date: 01/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
This is mainly because withdrawals are manually stopped on all tutors in Africa. I do not know a single African tutor who can withdraw the money he earned!
Sincerely,
*************************Initial Complaint
Date:12/31/2022
Type: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 have been working as a Tutor on Course Hero for a few years now, and suddenly for the last month, I am unable to withdraw the money I made on the platform! This is due to an issue with their phone number verification SMS. When I try to receive the confirmation SMS, I get this error: *****: Permission to send an SMS has not been enabled for the region indicated by the 'To' number: ############". I tried contacting the support several times but to no avail. I am not the only one facing this problem, many others are, and Course Hero support is not responding.Business Response
Date: 01/06/2023
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We were not able to locate a tutor account with the email used to submit this complaint. Please contact our Tutor Support Team at tutor-******************************** from the email address for your tutor account to address all your tutor related inquiries.
Best,
Customer SupportCustomer Answer
Date: 01/07/2023
Complaint: 18667602
I am rejecting this response because: The issue was not resolved, and it's affecting all tutor in Africa indiscriminately. This is not an issue with a tutor account or two, it's an issue with hundreds if not thousands of tutors!
Sincerely,
*************************Business Response
Date: 01/13/2023
Hello Abdal,
Thank you for reaching out to us on The Better Business Bureau. We were not able to locate a tutor account with the email used to submit this complaint. Please contact our Tutor Support Team at tutor-******************************** from the email address for your tutor account to address all your tutor related inquiries.
Best,
Customer SupportInitial Complaint
Date:12/23/2022
Type: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 had been tutoring on coursehero since September 2022. Lately they started sending me mails of violation for answers i submitted in first month that had not recieved unhelpful rating either. Then they temporarily disabled my account few days ago saying we have suspected some wrong activity so to protect this account and getting it restored you've to submit a 10 sec video of myself holding an identification card and a placard with current date, final exam 531. I submitted that too. Then they said that I've violated section 2,3&4 of coursehero terms of use. I believe every newbie requires sometime to understand the functioning of a platform. In my initial days i might have committed errors but I've got many helpful ratings and my effective score was 78%. I urge you to kindly consider this matter and give me another fair chance to work in coursehero and giving my valuable input to help students understand moreover clarify their doubts.Business Response
Date: 01/06/2023
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. We were not able to locate a tutor account with the email used to submit this complaint. Please contact our Tutor Support Team at tutor-******************************** from the email address for your tutor account to address all your tutor related inquiries.
Best,
Customer Support
Customer Answer
Date: 01/07/2023
Complaint: 18635922
I am rejecting this response because:
Sincerely,
*****************************Customer Answer
Date: 01/10/2023
My registered e-mail ID on ******************** tutor account is *********************** while i filed a complaint with my email ID- **************************** in last response from coursehero wherein i was informed about they couldn't trace my account o have sent the attachment as well to clarify this.Business Response
Date: 01/13/2023
Hello *****,
Thank you for reaching out to us on The Better Business Bureau. Our records indicate your account was closed for violating our Terms of Service. If you have any questions regarding this update, we encourage you to reach out to us directly at tutor-*********************************
Best,Customer Service
Customer Answer
Date: 01/15/2023
Complaint: 18635922
I am rejecting this response because any violation from tutor dide is punishable as revokation of account while student submitting unhelpful rating and wrong comments for well explained answer is not. I firmly request course hero to kindly restore my account as i can proove my potential if given one fair chance.
Sincerely,
*****************************Business Response
Date: 01/20/2023
Hi *****,
We have further reviewed the account and the account has been closed and will not be re-opened under any circumstances. We sincerely apologize we are unable to provide you with your desired outcome in this case.
Best,
Customer ServiceInitial Complaint
Date:12/22/2022
Type: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 signed up for a year of Course Hero service last November 6. They dont tell you in the sign up page that you only have 30 unlocks for a month and if you want more, then you have to pay more to unlock! This is unfair business practice! This is basically a scam that they do for the customer to pay more! I contacted customer service and the only thing they can do is refund me half because I already utilized the first months unlocks!! Well, I didnt use the 2nd month because I dont want to continue paying for a service that would ask of me to pay more! Please refund my money!!Business Response
Date: 12/28/2022
Hello La,
Thank you for contacting us on The Better Business Bureau. We are unable to locate a premier account with the email used to submit this compliant. Please contact us with the email used for your premier account. For your convenience our support team is available at ******************************** or by dialing ************ 24 hours a day, 7 days a week. We look forward to hearing from you.
Best,
Customer Support
Customer Answer
Date: 12/28/2022
Complaint: 18627533
I am rejecting this response because:the email address used for the premier account is **********************.
Sincerely,
La ArniBusiness Response
Date: 01/11/2023
Hello La,
Thank you for your response and for providing us with the email for your premier account. We apologize for any confusion regarding the number of unlocks provided on a monthly basis. With a Premier membership, you'll get **30 unlocks per month** starting on your subscription date. This is the same across the board for all our membership options. Your unlocks will **refresh every month from the original registration date** and unused unlocks dont carry over. This information is also published on our FAQ page: **********************************************************************************************************************************************
Our team has provided you with a partial refund as per the email interaction on 12/20/22. Please reach out to ******************************** for any other questions.Kind regards,
Tutor Support
Initial Complaint
Date:12/18/2022
Type: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 have been working with coursehero since more than six months and provided more than 700 answers and students were also quite satisfied from my answers.Recently i got the mail for some documents verification and i have submitted the required video to them on the same day.But i got the response that they have closed my account permanently.I had $450 pending for withdrawal which i have earned with lots of hard work.I really want them to re-start my account and if they are not able to do that please Clear my dues.Business Response
Date: 12/20/2022
Hello ******,
Thank you for reaching out to us on The Better Business Bureau. We have reviewed your account and have been informed it has been permanently closed for violation of Course Hero's Terms of Use.
Best,
Customer Service
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