ComplaintsforChegg.com

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a subscription due to the business making me believe they could help me solve problems that I put in their search bar. Upon, having access to their information- it was not correct, not valid and not helpful. I only had the subscription for a few hours, realizing it was not going to help me I asked for a refund. They do not offer a trial, or a few questions to see if it will be helpful, they just make you pay, then refuse to give your money back after you realize you have wasted it.

  Business response

  09/13/2024

  Hello ******,
  
  
  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 09/12/2024. 
  
  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 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 09/13/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked chegg to refund my money to me and they once told me they could, then in another conversation they changed their mind and I was already refunded the month back in October of 2023, which I never was. And my daughter got charged twice on different months for there services.

  Business response

  09/09/2024

  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 your information listed in this complaint, we were able to locate the accounts associated with the charges. The most recent Chegg Study subscription on the account began billing on 04/27/2024. No successful cancellation had been processed on this subscription until 09/04/2024, 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.
  
  While the Chegg ************* charges are non-refundable per our terms of use, given your experience we are able to honor a courtesy refund on the account. Refunds on the most recent 90 day cycle were issued, however those would be the most that could be processed. If you wish to pursue additional refunds we suggest reaching out to your financial institution directly. Depending on your financial institution, please expect 5 business days for the funds to credit back onto the original form of payment.
  
  We can confirm the subscription has been cancelled to prevent further billing.
  
  Thank you so much for your patience while we worked to get this issue resolved.
  
  Best,
  The Chegg Team
  
  
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my subscription with Chegg on April, 23rd 2024. I just received an email saying I was charged for my subscription on September, 6th 2024 when I have not even been on the site since April. I was in contact with someone on their support team when I said I want my card removed I was told to contact them during business hours as someone higher up will need to help me with that. Now any time I try to message them I get a message that just says they are closed and to contact them during business hours when I was clearly talking to an employee prior. I want my card information removed, to not be charged in the future, and to be refunded for this purchase I did not make.

  Business response

  09/06/2024

  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

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had this account (under this email) for approximately a year. I had subscribed for a class assistance and then, despite repeated issues with canceling, invalid charges, and problems with canceling in the past, I opted to give benefit of the doubt and "paused" my account until this september 3. I had a reminder on my phone to cancel. Only, when I went to cancel, it stated i did not have an adtive subscription (i had an account under ******************* as well) and it also stated no subscription. So, no way to cancel it. I then began to be "attempted" to be charged for the service. This was right around labor day so of course I had to do what i could with that obstacle. I spoke with a representative and had her check things, for both accounts. she assured me (and i have in writing) i'd not be charged again. I requested to have my accounts deleted, purged from their system and it was declined, on both of them stating i had active subscriptions, yet i was told i did not. lies of course. after several days of going back and forth they are stating it is deleted but since it was"canceled after the timeframe" im responsible for the charges. Even though I had no active account on their website to cancel and no one could find anything until i gave them my last 4 of my credit card! i am already going through a id theft situation and I didn't need to do all this c*** They are refusing to adjust or assist. I warned them about the complaint. They don't seem to care (corporate escalations). I am keeping my card transactions off, notified my card company and may decide to cancel the card and have it reissued. this is fraud and denial of account deletion on an account they did not even show an active account on until i inquired about it and then suddenly its my fault for their web dev issues. Just want the blling adjustment to close out the account and remove it from their system. its not been paid since i'm keeping my card locked to prevent charges.

  Business response

  09/06/2024

  Hello ******,
  
  
  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 initiated on 04/03/24. As you stated, the subscription was set to pause back in April and to resume on September 3rd, 2024. Due to the resumption, a charge had incurred which has a current state or retrypending. Unfortunately, we cannot stop this charge but we have two options that we can undergo. 
  1. Typically, our subscriptions are nonrefundable per our terms of service, however as a one-time courtesy we have issued a refund for the most recent charge. With this being said, you are welcome to lift the blockage from your financial institution and a refund will follow 5 business days after the charge
  2. You are welcome to continue having the retrypending charge blocked with your financial institution until it ultimately fails
  
  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.
  
  Both provided email accounts are no longer active due to the successfully processed data deletion requests. We can confirm the subscription was cancelled on 09/05/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team
  

  Customer response

  09/10/2024

   
  Complaint: 22246489
  
  I am rejecting this response because:

  AS STATED no charge bs been charged. I am keeping my card locked and will not unblock so you can charge me. That is absurd to suggest otherwise and proved you are not reading my complaint here not in my email from the reps. 
  

  I have been "rest assured" MULTIPLE TIMES that the account is canceled. I asked for my date to be DELTED as well. I cannot access my account. I trashed my password and won't be retrieving it. Your company also denied account deletion because of an "active subscription" yet your people say it's been canceled and now you tell me here to cancel it myself. So all of this is double talk is amazing. Or perhaps you think I'm not intelligent. It's not my first rodeo with this company or customer service and how things work. I will not be unblocking to allow charges so you can credit me and show your company has revenue. That is really what this is all about. Sept to Dec is end of year and it's about your bottom line and retention numbers. 

  
  ****** *****

  Business response

  09/11/2024

  Hello ******,
  
  
  We do apologize immensely and can help clarify. 
  
  Unfortunately, with the state of the charge being in retrypending we cannot halt the reattempt. Upon your discretion, you are welcome to continue having it blocked with your financial institution until it ultimately fails. 
  
  Both provided email accounts are no longer active due to the successfully processed data deletion requests. 
  
  Per our previous response, while we were not able to reach your desired resolution, we will not be altering the one provided. 
  
  We thank you for your patience while we looked into this matter further and we will now be considering this case closed.
  
  
  Best,
  The Chegg Team
  
  

  Customer response

  09/21/2024

   
  Complaint: 22246489
  
  I am rejecting this response because:
  
  Your company is horribly managed, have  customer service and policies, and are not willing to accept your errors, bad behavior and lack of same or ethical web development policies and borders on fraud and id theft . You caught my card in an unlocked moment today (literally unlocked for 2 mins) and you were able to charge me. I will be disputing the charge and I will fight this charge tooth and nail. I hope the BBB takes necessary action against you. You attempts were also getting later and later in the day and I find that trend sneaky and dishonest. 

  In-Sincerely,
  
  ****** *****

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive tried to cancel my subscription through the website but theres no option to cancel the subscription

  Business response

  09/03/2024

  Hello Rave,
  
  
  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 active Citation Machine Plus subscription which initiated on 01/26/23. 
  
  With Citation Machine Plus, 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.
  
  Typically, our subscriptions are nonrefundable per our terms of service, however as a one-time courtesy we have issued a refund for the most recent charge. 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 09/03/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a subscription with Chegg, but I canceled it on July 2 but since then I have seen four charges from them, including one that scheduled to be taken out of my bank on September 3 when I see when it clearly shows on my phone that my subscription canceled on July 2 of this year This is unacceptable. I would like a refund and I would like to stop the ducting from my account. They have withdrawn money from my account 4 times in 2 months. I also realized that they have charged my account twice in each of the past four months when I should only have one subscription I do not have to. Why are they taking money from me twice a month?

  Business response

  09/03/2024

  Hello ******,
  
  
  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 initiated on 05/31/24. Another subscription was initiated using an Apple device hence the double charges. 
  
  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.
  
  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 90 days of charges. 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 09/03/2024.
  
  We thank you for your patience while we worked to get this matter resolved.
  
  
  Best,
  The Chegg Team

  Customer response

  09/03/2024

   
  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

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a textbook from Chegg.com for my anatomy class. It is clear in the title that the book would come with an access code for the eText as well, but I only got the textbook. When I contacted Chegg.com to ask where the access code is, they claimed that I would only get an access code with a NEW book, even though the title is the same for both new and used books. This is blatantly false advertising and incredibly misleading to the consumers. They refused to send a partial refund and said that the only way to get a refund would be to return the book, which I can't do because I started class the day after the book was delivered. They need to make this right for me by providing a partial refund so I can buy the eText elsewhere and they need to make it right for all consumers by updating the titles of all their products so that they do not include important items that will not be provided.

  Business response

  08/29/2024

  Hello *****,
  
  We would like to apologize for your recent experience ordering from Chegg.
  
  In order to receive those extras with the book, your book must be purchased in new condition, and the supplemental materials must be listed explicitly in the title of the book listing on our website. We see the title has the description of an access card package, however we see this was ordered as a used copy, it appears that your book does not meet the criteria needed to ensure it comes with supplemental materials.
  
  The disclaimer is also viewable at various points before making a selection prior to purchase.
  
  We see when you reached out to support 08/29/2024 the option to return for a refund within 21 days of your original order was offered, however it was indicated the textbook is still needed. Given your recent experience we are able to extend a partial refund of the book for you, and you can try to find a stand-alone version of those extras direct from the books' publisher.
  
  Confirmation of the refund details will be sent to the email provided. Depending on your financial institution the refunds typically take within 5 business days to post back to the original form of payment.
  
  We thank you for your patience while we looked into this matter further.
  
  Best,
  The Chegg Team

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi BBB Team,Sorry to bother you. I want to ask for the refund of Unused automatic renewal fee. I find that my Chegg has been automatic renewal from December 18th,2023 to August 18th,2024 (9 months).But I didnt use it and I didnt know it was paid. Three months refund is not reasonable, I think it will be at least eight months. Could you please to help me get my money back! Thank you very much!Best Regards!

  Business response

  08/29/2024

  Hello Guodong,
  
  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 12/18/2023. 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: ***********************************************************
  
  Typically subscription charges are non refundable per our terms of use, reviewing the previous interaction with support 08/28/2024 we see a one time courtesy refund was extended towards the most recent 90 day 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.
  
  If you wish to seek additional refunds, we suggest reaching out to your financial institution directly.
  
  We can confirm the subscription has been cancelled on 08/28/2024, 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

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went on the Chegg website as a free trial, back in May of 2024. I was not satisfied with their website so I had no interest in continuing. I was charged ***** on July 6, 2024. I disputed this charge with my back and got my money back. I have called and texted Chegg multiple times to tell them, I have no interest in their service and want to cancel. They attempt to charge my debit card every day. I have been lied to about cancellations. I had one representative tell me that they would never stop trying to charge my account. I have had to cancel and change my debit card multiple times. I have to keep my bank account locked at all times to prevent their further attempts of theft on my account. This company is a nightmare, they are thieves, liars and criminals. I am seeking help?!

  Business response

  08/26/2024

  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 your information listed in this complaint, we were able to locate the accounts associated with the charges. The most recent Chegg Study subscription on the account began billing on 05/30/2024. No successful cancellation had been processed on this subscription until your recent contact with support on 08/07/2024, 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.
  
  The charge attempt you are seeing is for the billing month of July 2024. Since your account was cancelled on 08/07/2024 before the August 2024 billing cycle, this charge is for the period prior to your cancellation. Once the payment for the billing cycle of July 2024 has been collected, you will no longer be billed for this service on this account. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution.
  
  We can confirm the subscription was cancelled on 08/07/2024.
  
  Thank you so much for your patience while we worked to get this issue resolved.
  
  Best,
  The Chegg Team

  Customer response

  08/26/2024

   
  Complaint: 22192552
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  08/27/2024

  I am willing to close complaint. I responded with a rejection respectfully, because their response was somewhat insulting. Because it was untrue. As you can see I am not the first, as I am sure I will not be the last to file a complaint against this company. As they claim they will now leave me alone. Which it seems like they now will after I had to file a complaint with the BBB. Thank you BBB for your time and assistance. Respectfully, **************************;

  Business response

  08/28/2024

  Hello *****,
  
  We would like to again apologize for your recent experience with Chegg.
  
  The Chegg Study subscription was purchased on 05/30/2024 as a standalone product at a discounted rate for the first billing cycle. The free trial for Chegg Study is offered when placing a textbook order, and since there were no textbook orders associated with this account, this was purchased as a standalone product. As the subscription was not cancelled before the next billing cycle on 06/30/2024, the subscription continued to bill at the regular rate.
  
  Additionally, since the transactions for the July 2024 billing cycle have continued to fail, the system is set to retry the payment after a configured delay. We will continue to attempt to charge until either the payment for July 2024 billing cycle is successfully captured, or the subscription reaches the end of the current billing period on 08/30/2024, and deactivates the subscription. If these charges are being claimed as unauthorized by the cardholder, this would need to be directed towards your bank/financial institution.

  At this time, we can confirm the subscription has been cancelled. 

  We thank you for understanding and we will now be considering this case closed.
  
  Best,
  The Chegg Team

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Chegg has been charging my credit card for the past 12 months. none of my 2 kids have this credit card in their Chegg account. i can't talk to anyone from Chegg over the phone to figure out how they have my credit card infos. I want a refund for the past 12 months charge. my credit card is under *************************, Master Card, last 4 digits 8669. exp:07/28. please have a live person from Chegg reach out to me so i can get my money back and making sure i will not be charged again. thank you.

  Business response

  08/26/2024

  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 your information listed in this complaint, we were able to locate the accounts associated with the charges. The most recent Chegg Study subscription on the account began billing on 09/21/2021. No successful cancellation had been processed on this subscription until 08/26/2024, 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.
  
  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. Refunds on the most recent 90 day cycle were issued, however those would be the most that could be processed. If you wish to pursue additional refunds we suggest reaching out to your financial institution directly. Depending on your financial institution, please expect 5 business days for the funds to credit back onto the original form of payment.
  
  We can confirm the subscription has been cancelled to prevent further billing.
  
  Thank you so much for your patience while we worked to get this issue 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. ↩