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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Infosec a Cengage company did not deliver materials needed for me to meet requirements of the purchase agreement. I did not receive the nessary training materials for the class i took nor have i received the materials for the class that starts the next day. I should have received all materials before the class started. They have made minimum effort to help resolve the issue despite several attempts on my side. Their policy states that I must attend class and score 90% or higher on their test, but I can not meet those requirements if i do not have the materials for the class.
Business response
10/03/2024
*****,
Im sorry to hear you experienced difficulty utilizing your product. *****************, a Cengage Company, is a Training Channel Partner for **** an established ******************** with Certification programs for Privacy professionals.As a Training Channel Partner, we deliver **** approved training content to our clients. The content of the **** program, though,is owned and distributed by *****
In this instance, you had a second account with **** which caused the conflict, requiring support direct from ***** I see you were able to have your accounts merged through a support ticket with ****. You should now have access to all materials and should not have lost any benefit of the course programs with Infosec. Please give us a call at ************ if you have additional questions.
Best,
InfoSec SupportCustomer response
10/03/2024
[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
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Made a transaction of $138.24 on august 31 for their learning materials. i was then charged another $138.24 on september 3 for no apparent reason, which is still on hold and put my bank account in the negatives incurring overdraft fees. I made an effort to call them only to be put on hold and never attended. I would like to be refunded for both purchases for my troubles. Thank you.Business response
09/09/2024
Hello,
I apologize for the inconvenience authorizations can cause. It appears you used ****** as your form of payment and may have missed the messaging we include at checkout regarding how long ****** authorizations can take.
"If you use ******, you will see a charge and a duplicate pending charge, but you will not pay twice. The duplicate pending charge will not leave the pending state but will temporarily affect your available balance. This pending authorization should resolve itself within 30 days".
Please let us know if there's more we can do to assist.
Best,
Cengage SupportInitial Complaint
09/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On July 27, 2024, I purchased my e-textbook for my graduate course that was starting one month later. I saw that I had received the confirmation email for my purchase, but I did not open the email to see that the access code for the textbook was only good for 24 hours. I have never heard of an access code for a textbook only being good for 24 hours. A week before class started, I went to access my textbook so that I could get started on my reading assignments coming up and I discovered I could not access the textbook because the code had expired. I contacted Cengage's customer service and their technical support, and they told me that they could not help me. I contacted my school's bookstore, and they could not help me because it was bought from Cengage. I have gotten the run around from Cengage and I finally had to purchase the textbook again because classes have started. I would like a refund for the original book because I should not have had to buy the book a second time. They should have been able to help me resolve the issue but instead they have given me the run around.Business response
09/04/2024
Hi *********,
Sorry to hear of the issues encountered accessing your account this semester. You are correct, we do not have eBook's with a 24-hour duration. It seems the email you've attached was in reference to activating your account with an activation code that expired after a day, not the eBook code. We'd be happy to see how we can further assist, please reach out to our support group at ************.
Best,
Cengage Support
Customer response
09/04/2024
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.]
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
08/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought an electronic book for Math151. They gave us a scratch code which did not work. When I called Cengage support, they gave me a run around telling me that I needed to go back to the bookstore for a refund. The bookstore unfortunately will not provide a refund once the code is scratched. This is a deceptive business practice. If there is an issue, they need to resolve it when I call them. Instead, they are giving me a run around even though I provided the unique scratch code to them. This is a unique ID they have for the course and they can tell if this is unique or not based on the scratch. I spent 44 minutes on the call getting nowhere.Cengage case ID: ********Business response
08/26/2024
Hello,
I apologize for the issue encountered with your access code. We have reviewed your account and compared the code applied to the courses enrolled in. It seems it was the incorrect code for the course so we've swapped it for the correct code. Please give us a call or respond to your case if you need additional assistance.
We wish you the best this semester!
Cengage
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,
*************************
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