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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I attempted to contact this company (office of the president) but had no luck at all. Cengage support is not helpful. I am using this as an avenue to reach Cengage President ******************************* Cengage has no phone records for my telephone calls @ 13:02 and 15:46 4/26/24; however, there were two calls. I received the following emails from an employee of this company who refused to cooperate and resolve an issue with my access to their books:From: You Know <*********************>Sent: Monday, April 29, 2024 8:36 AM To: ******************Subject: You Know No body forced you to do anything. Your stupid a** is the one that decided to buy something you dont need twice. Stop blaming everyone else for your f*** up you child From: You Know <*********************>Sent: Monday, April 29, 2024 9:09 AM To: ****************** Subject: You are truly a piece of s*** You are actually out here being this disrespectful to people trying to help fix your stupid mistake? I don't have anything else to say to you expect this. Please kill yourself. You are f****** garbage and the world would be WAY better off without you. You are f****** disgusting 
Business response
04/30/2024
Hello,
In follow-up to our call earlier today, you now have my direct contact details for any questions or issues.Best,
Cengage
Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an unlimited access card from Cengage; however, I am not able to use it and it does not show up in my digital bookshelf requiring me to purchase a new access card each semester. Cengage is failing to resolve the issue.Business response
04/30/2024
Hi ****,
Please accept our apologies, we were unable to locate an account without your email address. We'd love to work with you on the issue, please give our support group a call at ************.
Best,
Cengage
Initial Complaint
03/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In January 2024, I purchased MindTap Criminal Justice for ********/******** Research Methods for Criminal Justice and Criminology, 8th Edition, [Instant Access], 1 term (6 months). I completed the course and started on my second course which is a continuing course from the first one. I was able to complete my first unit assignments in Mindtap however when I tried to do my Unit 2 assignments I wasn't able to. It stated that I needed to purchase the access code again for the same book, that I still have accesss to, and mindtap. I contacted Cengage and told that my access do not cover my second course. I don't see how that's the case when it states that I have access for one term and 6 months. It states term not class.Business response
03/27/2024
Hello,
I apologize for the confusion; a single term access code only pays for the current course. When applying the code to your dashboard, you're given an opportunity to upgrade to Cengage Unlimited at a discounted rate, which would cover additional courses and a continuation course through the duration of your subscription.
If you have additional questions or concerns, please reach out to our customer support group, we'd be happy to review further.
Best,
Cengage Customer Support
Initial Complaint
03/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cengage created a new enrollment in my Accounting 102 class with me using my college's student email. As a result, ALL of the assignments which I had completed previously on my inactive account (linked to my personal Gmail account) are no longer accessible. Moreover, due to my having 2 accounts linked to my Canvas shell, grades for 2 of my Chap ****************** my Canvas shell. Whereas, I received 10/10 for both, but grades fall because I had worked on assignments using account which is now inactive.Business response
03/20/2024
Hello,
We'd be happy to review, please contact our customer support team so we may assist with any issue you may be experiencing.
Thanks,
Cengage Customer Support
Customer response
03/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
CENGAE CASE # ********...CENGAGE REFUSE TO MOVE MY ASSIGNMENTS FROM MY OLD INACTIVE ACCOUNT TO MY NEW ACTIVE ACCOUNT, AND ALSO REFUSE TO PROVIDE TEMPOARY ACCESS I HAVE REQUESTED SO I COULD DOWNLOAD OLD ASSIGNMENTS.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
03/25/2024
Hello,
When transferring courses from account to another, you do lose visibility to assignments already completed. However, your instructor will see both of your accounts and grades for each. Looking at the personal account the course was moved from, it does appear you're still enrolled and have access to grades for assignments completed on that account.
Our support group is happy to help should you need additional assistance.
Thank you,
Cengage Customer Support
Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to access your platform serve times throughout my semester to complete work and keep getting error messages stating that several attempts has been made.Business response
03/18/2024
Hello,
We'd be happy to evaluate your statement to see if there is anything we can do to further support your needs. Please contact our Customer Support team to report any specific issues you may have encountered with any of our products.
Thanks,
Cengage Customer Support.Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an ebook for my son that he was not able to access on February 19. Upon learning he could not use the book i requested a refund. I waited 5 business days and didnt receive my refund. I called Cengage on 2-28-24 who told me I was misinformed that my refund was going to be issued immediately. its been another 7 business days and still no refund. i called again today 3-7 & im told another 4 days. im a widow/single mother and im trying to put my son thru school. i need my funds immediately!Business response
03/25/2024
Hello,
Please accept our apologies for the delay in getting your funds back to you. You should now see the funds from your refund request in your account, it was pushed through, 3/12. Please give our customer support group a call if you have additional questions.
Best,
Cengage Customer Support
Customer response
03/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Before my Accounting 101 course began on Oct 23rd of last year, I purchased an access code for 2-terms from our College book store. For some strange reason, it wouldn't work, and I had assignments due forthright so rather than wait on the phone with Cengage customer care or head back to the bookstore, I just purchased another code directly from Cengage. When we tried to contact Cengage right after Thanksgiving to ask why the code wouldn't work, we were told that it was already too late to retroactively apply the code & for them to provide a refund.Our Accounting 102 class just began, I should have access to the course because I paid for 2 terms, but I actually don't. I have assignments due tonight so I just paid another $100+.Business response
03/07/2024
Hello,
We found you have two accounts and have reviewed both. We have communication from you on one through June of '23 and see you have recent course enrollments on the second account but don't see any communication regarding the issue with your October purchase.
We'd love to review, if you could reach out to our support group with additional account and purchase details from October.
Customer response
03/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Around mid-October, I purchased an access code+textbook combo from ************** bookstore for an 8-week accounting 101 course with ***************************** (instructor).
The course began on Oct 23rd (a Monday), and after trial period ended towards the end of Oct, I try to add the code through your webpage. It didn't work so I called customer service on the telephone, and this is the reference # Cengage rep gave me...10068185
I had assignments due that same evening so I just purchased the code directly through Cengage, and was hoping they could have a resolution for me soon. Unfortunately, I got busy in Nov. I forgot to follow-up with customer care, and the ****** refund policy elapsed so I was out of luck.
Nevertheless, the code which I did purchase was a 2-term one. I should not need to pay for Acctg 102, but after trial period expired last week, it charged me an additional $180 which is not right. Please reasearch
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
03/18/2024
Hi *******,
Our records show you did reach back out, 3/14/2024 to request a refund for a recent purchase, this was submitted. You reached out again on, 3/15/2024 for assistance moving a course from one account to another, it seems that has since been moved successfully. I do not see where you requested help or for us to review what occurred from your original complaint that began in October.Looking through your courses, it seems now that the new course has been moved to the same account the two-term code was originally purchased on, the code purchased in November did pay for the new course.
Customer response
03/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I'm completing assignments on the active Cengage account linked to my ************** student email & receiving 10/10. However, grades from the Cengage account linked to my personal Gmail are being transmitted to my Canvas shell at **************. Also, could I request temporary access for the inactive Cengage account through the 27th/28th of Mar to download completed assignments from Weeks 1, 2 & 3 of the Managerial Accounting 102 course? Thanks so much!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
03/20/2024
Hello,
We'd be happy to review, please give our support group a call or reply to your latest case.
Thanks,
Cengage Customer Support
Customer response
03/21/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did reply, and your customer service reps were unwilling to ***** me temporary access to Cengage account linked to my gmail or move assignments completed during the 1st 3 weeks to my Cengage account linked to my Citrus student email
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company charged my bank account without my permission. I don't know how they got my information, but I had to cancel my bank card and report them to my bank who is in the process of reversing that charge. I'm wondering how they got my information.Business response
01/30/2024
**************,
We'd like to take a closer look at the issue you have reported. Please connect with us at ************ so we may obtain your full name and the date/time of the charge for further review. Without full customer details, we are unable to review further.Best,
Cengage Customer Support
Initial Complaint
01/24/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Paid $79.99 to access my textbook-- which is exactly what my professor said we should be spending. I can't access it, so I email Cengage. I essentially got a 'Not our problem, you paid for it! Go access it!' But I can't. I cannot access my course shell, my textbook, anything. They didn't even clarify what I had purchased when buying it, except that it was "Cengage Unlimited." They say I bought the eTextbook version, but I can't even access the textbook, so how would that make sense? They then told me I need to pay an additional ***** to access my ONLINE HOMEWORK for the course, which is INCLUDED in Cengage. I do NOT believe they are doing business in the benefit of the student. I can't access my textbook which i PAID FOR. They're telling me I can't have the thing I paid for, which is literally illegal.Business response
01/24/2024
Hi *****,
I took a look at the case and it does look like the agent explained to you that the subscription you originally ordered was the Cengage Unlimited eBook subscription. This ebook subscription only provides access to our library of eBooks and not to courseware. The following link on our website provides a description/comparison of our Cengage Unlimited vs. Cengage Unlimited eBook subscription plans - *************************************************.
It looks like you have since canceled your eBook subscription and received a refund. If you truly need access to the courseware, you can purchase that stand alone (ISBN *************) for $97.00 via www.cengage.com.Thanks,
Cengage Support
Initial Complaint
09/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was told by the professor I was required to purchase mindtap from cengage. I clicked the link provided in the syllabus but it did not offer mindtap.********************************************************************************************************************************************************** So I kept asking the professor which one to purchase, and he just copy and pasted the same syllabus. So i went directly to Cengage website and purchased the book through the **** provided. When trying to open assignments through Canvas, only error messages would pop up.So I contacted my professor again and opened an IT ticket directly to their site for support.Nothing came from the ticket.I then contacted a cengage employee from the syllabus, also did not help me.So I purchased a second access code in attempt to access my assignments. I then messaged my professor and cengage employee that I repurchased and the assignments where opening, but I needed a refund; the employee again was unhelpful and didn't read my message.My professor also was unhelpful. I tried talking to a live agent or creating a message about my issue, and it would not let me speak to anyone or leave a note on my ticket issue for a refund. I would like $162.38 refund for the access code I did not use.Business response
09/27/2023
******,
We deeply apologize for the issue you are experiencing. Reviewing the link you provided from your instructor, it is a link to the hardcover textbook only on Amazon. If you are only in need of the physical textbook, you are more than welcome to purchase from Amazon as this is an old edition book that we no longer have stock of.
However, I do see your Mindtap purchase on your account. The reason you are unable to use this now (or see your instructor led course) is because you have not yet linked the course to your Cengage account.
We are more than happy to assist you with this matter in getting your course linked to your account or provide a refund if the Mindtap access is not what your instructor will be using for this term.
Please contact us at ************ with your instructors name and email, referencing case number ********, so we can further assist in finding the correct product you need and set you up for success!
Thanks,Cengage Customer Support
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