ComplaintsforPearson Education, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I thought I was placing an order for a month's subscription for a textbook through Pearson+ online. The price advertised was for a month. However, not only did it auto-renew without warning, but Pearson says it will continue to auto-renew for 4 months. I tried calling customer service repeatedly to cancel my account and they refused.

  Business response

  03/23/2023

  Hello, We have looked at your order and unfortunately we have to deny your cancelation request.   When placing your order the site did inform you several times that the subscription period was a 4 month minimum.   This message is on our Pearson.com homepage, the product pages and the checkout pages which also states out 14 day refund policy.  We also referenced the 4-month term in the email confirmation.  I've attached a screenshot of your email confirmation  along with screenshots of the ordering journey.  Please let me know if you have any questions.  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased several books over the school year through Pearson and none of their codes for e-text materials ever work. Getting customer support is impossible since there is no number to call. I am currently trying to access videos for Ready for Rica through the physical book I purchased but the code says it's having "technical issues". The site in the pamphlet does not work. I've spent hours trying to navigate their website but it just keeps taking me back to purchase the e-book. This is all wasted time I could have been studying. I can't even reach customer support because my issue isn't on the preprepared list and neither is my book. The worst part is these are required books and I have no choice but to buy them. I shouldn't have this much of my time wasted and have to go though this route.

  Business response

  06/15/2022

  The preparation materials provided by ********** Systems for the **** exam include content specifications, sample questions, an overview of the test structure, and a bibliography, all of which are available for free via our website.
  
  ********** Systems does not produce or specifically recommend any books available for purchase. Taking the **** exam is not contingent on purchasing any preparation materials. Any such purchases are made at the discretion of the testing candidate and/or their educator preparation program.
  
  Contact information for **** **************** is available on our website. Candidates are able to call our representatives or send an email detailing their concerns. We have no record of this candidate attempting to contact **** **************** regarding preparation materials, or for any other reason.
  
  We have been unable to contact the candidate at the phone number provided.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My son purchased Stat Crunch from Pearson as a requirement from his class in high school. In the process of purchasing this, he was logged out and then was asked to submit his billing information again. He was told he would not be charged twice but he was. I called them and was told to send an email to their Credit Call Centre. I have gone back and forth with the centre to no avail. Now they are no longer responding to my emails. Conveniently, they ask me for my son's account number of which there is no such number when he logs in and they will not help me locate his number any other way. I would just like a refund for the duplicate charge. Clearly this is a complete scam and I will be informing the school of this so they make sure NOT to use this company again!

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ From our Customer Service partners at Pearson - https://support.pearson.com/getsupport/s/ We were unable to find any orders using the email address provided to us by the mother - ******************. However we searched by the students name and found 3 orders placed under email adress ************************. Pearson Customer Service called the mother and confirmed these were her son's orders and was able to issue credit for the two duplicates. Next steps: Pearson Customer Service advised the customer that it would take about 10 days for the refund to be reflected on their credit card statement. Once the credit memo is generateed, Pearson Customer Service plans on escalating to the cc department ask them to apply the refund ASAP. Pearson Customer Service rep: Sandra, Escalation Specialist Consumer Response /* (3000, 10, 2022/01/18) */ I have received one refund from them. They said there were two charges. I have emailed them to ask about the second charge and why that was not refunded and have not heard anything. Business Response /* (1000, 20, 2022/02/09) */ 2/9/2022 Update from our Customer Service partners at Pearson - https://support.pearson.com/getsupport/s/ I spoke with the customer and they found the 2nd credit on the second credit card. Both duplicate orders have been successfully credited. Pearson Customer Service rep: Sandra, Escalation Specialist

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