ComplaintsforChegg.com

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for Chegg's service and was asked to provide my credit card details. At no point during the sign-up process was I informed that I would be charged a subscription fee. However, I noticed a charge of $14.11 on my credit card statement, which I did not authorize.I have contacted my credit card company and reported this charge as fraudulent. Despite my efforts, Chegg has not provided a satisfactory explanation or resolution for this issue.I am seeking a full refund for the unauthorized charge and would appreciate Chegg ensuring that no further charges are made to my account without my explicit consent.

  Business response

  10/07/2024

  Hello *********,
  
  We would first like to apologize as we understand unexpected charges are less than ideal and are here to look into this matter further for you.
  

  After reviewing the information provided, we were able to locate the Chegg Study subscription started on 10/04/2024.
  
  Payment for certain Services is due in advance of each applicable membership period (e.g., monthly or annually). Chegg may require users of the Services to provide a valid method of payment (e.g., credit or debit card, ****** account, etc.) tied to an account at a financial institution when they register for an account (to ensure users are able to make applicable payments to Chegg) or upon ordering products or services. If a method of payment is required, you are responsible for ensuring that a valid method of payment is associated with your Chegg account at all times (either the original method of payment or a replacement). To confirm your method of payment is valid, Chegg may initiate a "pending" charge on the account. This charge will not be confirmed and, therefore, you will not be charged, and it will simply disappear from your financial statement (usually within seven days - check with your financial institution for additional information). Please be aware that this pending charge may be initiated each time you edit the payment information for your account or place an order that cannot be processed.
  
  For more information regarding Payments and Payment Processing or Certain Payments and Renewals, please refer to our Terms of Use: ***************************************************
  
  While the Chegg ************* charges are non-refundable per our terms of use, in extenuating circumstances, an account may be able to process a refund as a one-time courtesy which we have extended to this account. Please allow 5 business days for the refund on the most recent charge to reflect on your statement.
  
  We can confirm the subscription has been cancelled as of 10/07/2024.
  
  We thank you for your patience while we worked to get this issue resolved.
  Best,
  The Chegg Team

  Customer response

  10/08/2024

   
  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

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On three separate occasions Chegg has started charging me for services without me requesting it. They refunded me for the last two time in January 2024. I recently looked at my credit card statement and saw that they started charging me again. After they stole from me the first time, I refuse to use them. They began charging me again at the end of May 2024, while I was on summer break. I would not use them again nor was I even in school. Upon doing some research it appears there are several posts and complaints online due to the same issue. They resubscribe and charge you when you dont think to check. They stole $100 from me and refuse to refund it. I demanded them to delete my data.

  Business response

  10/02/2024

  Hello *****,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  Reviewing the recent interaction with our support team on 10/01/2024 we see the they were able to locate two separate subscriptions on the account for a ******************** Study monthly membership signed up 11/04/2023 that was cancelled on 01/04/2024. The other subscription was signed up 03/26/2024, was not cancelled however on 04/22/2024 an offer for a one month promotional price was accepted on the account instead of cancelling. We do not see a successful cancellation had been processed on this subscription which is why charges did continue to process.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original charge on the account billing over 90 days.
  
  We can confirm the subscription has been cancelled on 10/01/2024, and will no longer bill you further. If you have requested to delete your data this will remove your personal information from the Chegg site. All of the information in MyAccount will be deleted, and youll need to start a whole new account if you decide to use Chegg services again. Once the data deletion request has been completed, you will receive confirmation within the next 30 days of the request letting you know that your data has been removed from Chegg.com.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer response

  10/02/2024

   
  Complaint: 22367056
  
  I am rejecting this response because: I never had a second subscription. The timeline doesnt even make sense. There is a $5 charge in April and $20 in May yet youre saying I had a discount. Thats not a discount and I have no emails stating I signed up again in April because I didnt. This is the third time you started charging again without authorization. Again, there are many complaints of this company doing this to students who cancel their subscription all the time. It is theft. 
  
  Sincerely,
  
  ***** ******

  Business response

  10/03/2024

  BBB# ********
  
  Hello *****,
  
  Again, we would like to apologize for your experience with Chegg.
  
  Reviewing the attachments shared on the complaint we are able to see the original conformation for the subscription was signed up on 03/26/2024. This subscription was set to renew on the 26th of each month. An offer for a one month promotional price was accepted 04/22/2024 instead of cancelling. This promotional price was valid between 04/26/2024 - 05/26/2024, after the one month offer ended the subscription billed at the standard price. We do not see a successful cancellation had been processed on this subscription which is why charges did continue to for the following months.
  
  If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution due to the original
  charge on the account billing over 90 days.
  
  We can confirm the subscription has been cancelled on 10/01/2024, and will no longer bill you further.
  
  We thank you for your patience and understanding while we looked into this matter further
  
  Best,
  The Chegg Team

  Customer response

  10/03/2024

   
  Complaint: 22367056
  
  I am rejecting this response because: thats a lie and didnt address anything I said 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my chegg subscription more than 6 months ago and have been charged 21.75$ on September 28th 2024.

  Business response

  09/30/2024

  Hello ******, 
  
  
  We would first like to apologize for any unexpected charges you may be seeing.
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you.
  

  
  Best,
  The Chegg Team

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a free trial with Chegg and cancelled before the membership renewed. Their parent/sister company, Numerade, charged me for 8 months before I noticed. I never had an account with them nor agreed to be billed. They refused to refund my money for an account that was not even created. How was I billed when I didnt have an account with Numerade?!

  Business response

  09/24/2024

  Hello ****,

  We would like to apologize for your experience and are here to look into this matter further.
  
  After reviewing the information provided, we are unable to locate a charge billing through Chegg. 
  
  If you are seeing charges billing through Numerade as indicated, we recommend reaching out to their support directly as we are not affiliated and do not have insight to charges billing through this separate service since we are not the payment processor. 
  
  ******************************
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chegg has been charging me for the past year(over $200 in charges) and I cannot cancel. Ive clicked cancel my membership but it says I dont have a membership to cancel, then why am I being charged?

  Business response

  09/24/2024

  Hello Crystal,  

  We would first like to apologize for any unexpected charges you may be seeing. 

  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information.

  Please respond there so that we can get this matter resolved for you. 
  

  Best regards, 
  The Chegg Team 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged since 04/2024 a monthly subscription from chegg in which I have never requested. I have never even heard of this company until I started seeing the charges to my account.

  Business response

  09/20/2024

  Hello ***,
  
  We would first like to apologize for any unexpected charges you may be seeing. 
  
  We would be happy to help locate and put a stop to these charge attempts, but we are unable to locate an account with the information provided in this complaint. We have sent a separate message to the email address listed in your contact information to obtain some additional information. Please respond there so that we can get this matter resolved for you. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution.
  
  Best regards, 
  The Chegg Team 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Chegg's website will state that only limited highlighting is permitted in their rental books, and they ask renters not to write in the books. My issue began in August when I ordered a rental textbook from their website. When I recieved it, it was completely unreadable due to the excessive pen writing and highlighting in over 90% of the book. This is the third book I recieved from Chegg that either had excessive writing or liquid damage. I contacted Chegg to tell them about the damage. Before I returned the book, I reached out to Chegg Support again to ask for a replacement book to be sent to me. I was told that I had to return my damaged copy during the return window to recieve a refund. I then recieved confirmation from Chegg Support on September 3rd that a replacement copy was set to arrive to my home by September 17th. After not receiving the book by the listed date, I reached out to Chegg Support again. After being switched back and forth between support staff, I was told that the replacement was never processed and that they never sent the replacement even though I was explicitly told that it was set to arrive by the given date. I was not given any more information about why it was not processed, and was told that it was AI that gave me the confirmation. After asking why this happened, the live chat ended and I was switched to another auto-generated chat. I still do not have the textbook that I desparately need for my ongoing class, and I relied on Chegg's confirmation to my detriment that a replacement copy was being sent to my home.

  Business response

  09/18/2024

  Hello Sydney,
  
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the textbook order in question and we thank you for the images provided of the textbook. Students are allowed to highlight textbook content and write their notes that are needed, but to not this extent. We also see the incorrect expectations set for the reshipment where we have notated this error and provided the necessary feedback to the teams involved. 
  
  When the book was returned a refund was processed on 09/03/24. Unfortunately, we cannot process a reshipment since a refund was processed and we acknowledge based on your conversation with our support that you do not wish to place another order. 
  
  We were able to make an exception and sent you another 20% coupon if you perhaps would like to place the order once more, but we do apologize immensely as we cannot counteract the refund. 
  
  For further clarification on our textbook policies, please review **************************************************************;
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Today 9/16/2024 I received an email from ****** thanking me for a payment I authorized to Chegg, Inc. in the amount of *****, for Chegg study. The issue is I did not authorize a payment to Chegg, Inc. I remembered the name but couldnt remember what it was for. I checked my emails and saw where I cancelled the service on June 22. They sent a cancellation confirmation email and I was done with it and had not been charged which is fine and how it is supposed to be. No one in my home has a need for the service which is why I cancelled in June. I immediately contacted Chegg via chat and it was a robot. It said that it would connect me with someone and they never connect. I am extremely upset because I did not even activate Chegg Study and they will not refund me my money. I never logged in and activated this at all. I even attempted to reset the old password and I am not receiving the password reset emails. While I was waiting for someone to respond in chat I received an email saying that they cancelled my subscription but yet they cant send a reset password email. I want my money back! I found where others have signed up and cancelled and months later Chegg reactivates the subscription and to our banks and credit card companies it looks authorized because it is coming from the merchant who already has access to our logging and banking information. This is FRAUD and they need to be stopped. After I received the cancellation confirmation email they sent an email saying welcome to orientation. I am uploading this as proof they are doing some fraudulent stuff.

  Business response

  09/17/2024

  Hello Jetaraka,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 09/18/2024.
  
  We see a separate order for a previous subscription on the account for a Citation Machine Plus monthly membership signed up 05/19/2024. This subscription was cancelled on 06/22/2024.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  While the Chegg ************* charges are non-refundable per our terms of use, in extenuating circumstances we are able to honor a courtesy refund on the account. Given your experience, we have extended a courtesy refund towards the subscription charge. Depending on your financial institution, please expect up to 5 business days for those funds to reflect onto your account.
  
  We can confirm the subscription has been cancelled on 09/16/2024, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

  Customer response

  09/18/2024

   
  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.
  However, I do want to note that I never signed up for Chegg Study. I also noticed that Chegg stated that students are not billed for Chegg Study until it is used by the student, which I never used. I also want to point out that Chegg stated that my subscription started on 9/18/24, yet I was billed on 9/16/24. If a service is not billed until after used then there shouldn't have been a charge until after the 18th and if the service was used during a free trial I shouldn't have been charged at all. Again I never used this service, but I am satisfied with the refund I am receiving for *****, which is what I was requesting and am thankful for that.
  Sincerely,
  
  ***********************

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Chegg subscription on September 15th, 2024. After accessing the subscription, I found that Chegg was unable to provide explanations for my questions; they only provided answers (a number). This is not what I was seeking, and it is contrary to Chegg's advertisements, which claim to help students learn. Therefore, I am requesting a refund for my subscription fee.

  Business response

  09/17/2024

  Hello Hou,
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 09/15/2024.
  
  Although Chegg experts strive to provide accurate answers 100% of the time, we sometimes find errors.   
  If you were using the service and received a wrong answer, please rate any wrong answers received with a thumbs down, so that we can further refine our answers in a particular study topic. In some cases, but not all we will have a thumbs-downed rated answer that you posted reevaluated, and reanswered. If that does happen you will receive an email about it being answered again.
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student.
  
  You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the free trial period (if applicable, to prevent any service charges) or at the end of the billing month in which your request to cancel was received. You can also contact customer support to cancel the membership. Our support number is available directly on help center: ***********************************************************
  
  Typically subscription charges are non refundable per our terms of use, reviewing the previous interaction with support 09/16/2024 we see a one time courtesy refund was extended towards the most recent billing cycle, however this is the most that can be refunded on an account. Depending on your financial institution the refunds typically take within 5 business days to post back to the original form of payment.
  
  We can confirm the subscription has been cancelled on 09/16/2024, and will no longer bill you further.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  Best,
  The Chegg Team

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to cancel my subscription for a few days but it wouldnt go through on my phone (I dont have access to a computer right now) Today, 9/14, it took the money out of my account because I left my card unlocked while waiting for bills to go through. I got a friend to log from their computer and successfully cancel it but I really need my money back as it was meant to go towards rent. Please help me with this issue.

  Business response

  09/17/2024

  Hello Kameryn,
  
  
  We would like to apologize for your experience with Chegg thus far and are here to look into this matter further.
  
  After reviewing the information provided, we were able to locate the Chegg Study subscription which began on 04/09/2024. A pause was conducted on the subscription with a scheduled resumption date of 09/09/24 hence for the charge. 
  
  With Chegg Study, the subscription is set to bill until a successful cancellation is made. The subscription must be cancelled prior to the billing date to prevent the next billing cycle. The service is not billed based on usage, but rather for services rendered. The usage of that service is at the discretion of the student. You can cancel your subscription anytime by visiting My Account on ********************, clicking Cancel and completing the steps to cancel. Cancellations take effect at the end of the billing month in which your request to cancel was received and the cancellation confirmation will be sent at the end of the cycle. You can also contact customer support to cancel the membership.
  
  Typically, Chegg Study subscriptions are nonrefundable per our terms of service, however as a one-time courtesy we have issued a refund for the most recent charge. Please note that this account will be unable to process any additional courtesy refunds. Depending on your financial institution the refund can typically take within 5 business days to post back to the original form of payment.
  
  We can confirm the subscription was cancelled on 09/17/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

*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. ↩