Complaints

This profile includes complaints for Cybrary, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cybrary, Inc.

  4600 River Rd Ste 400 Riverdale, MD 20737-1248

• 

  Cybrary, Inc.

  5801 University Research Ct Ste 150 College Park, MD 20740-3820

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cybrary has obsolete and abusive terms of service, where it hides that they want 90 day warning otherwise they renew an anual service with no recourse. Even though I was the billing and primary contact, they emailed someone else that had no decision making authority and failed to notify me of the closing cancellation window. When I tried to cancel, they said they do not allow exceptions on a case by case basis and that they hope we would enjoy their service for another year. $1,500 down the drain for a service that we don't want. It's shameful for a company to keep doing business with such abusive policies.

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canceled my subscription about 2 weeks ago. Was billed today.

  Business Response

  Date: 11/15/2023

  Hello,

  While we do everything we can answer the requests of our customers in a timely manner - this particular request was submitted today. We have a 24-48 SLA to answer customers, which is indicated on the company website.
  In reference to the customer's charge, review of the individual's actions indicate they may have attempted to cancel but it didn't go through because the survey had not been filled out. Externally facing documentation outlines the process to officially cancel ********************************************************-How-to-Cancel-Your-Subscription - because the workflow hadn't been completed the cancellation never went through. Unfortunately we are unable to offer a refund due to company policy. But we are providing the individual with a free month of premium cybrary access should they choose to use it. We sincerely apologize for the confusion and wish the individual luck with their cybersecurity journey.

  Customer Answer

  Date: 11/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The workflow wasn't completed because the customer thought the survey was not part of the cancellation process.  Furthermore, the business's next subscription cycle did not yet start.

  Regards,

  ***************************

• Initial Complaint

  Date:10/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously decided to cancel my subscription with Cybrary due to a mismatch in their course style with my preferences. To my surprise, I recently observed that Cybrary charged me for the canceled subscription once again. Despite providing ample evidence that their customer service team was at fault, they still declined to reimburse me or refund the charge. As someone reliant on social security, this expense significantly depleted my bank account. Every response I receive appears to be a pre-written, scripted template devoid of any genuine human touch or empathy.Moreover, they've been persistently emphasizing their policies, which appear to be aimed at dissuading users from exploring other platforms. They have not even viewed the evidence which points out that I cancelled my service in time which I verified by seeing how many times the link was clicked with an email tracker that I use. As someone who has studied customer service and customer success best practices, I find their approach disheartening. Rather than seeking a simple and amicable solution, they seem to have chosen a confrontational path.The manner in which Cybrary has managed this situation has left a lasting and unfavorable impact on me. After thoroughly reviewing their past BBB reviews, it became evident that this is a highly prevalent issue that many members of the public have encountered. It has deterred me from considering further investments in their services and from recommending them to my friends and family. It's essential for companies to prioritize customer satisfaction and transparency, which, unfortunately, seems to have been lacking in this instance. Instead I have had to leave this public message and to potentially request the support of legal council. They seem to care more about their surveys than customers. Hence, I am formally requesting a full refund of the entire $59.00 charge, as I did not authorize this transaction and successfully canceled my subscription.

  Business Response

  Date: 11/06/2023

  Upon reviewing the video again - the individual did attempt to cancel but may have experienced issues in doing so and was not prompted to complete the cancellation workflow. The amount has been since refunded to the individual. An apology will be issued to the individual.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged an unauthorized subscription to Cybrary for a 6 month plan (processed on 9/25/23 under my email I provided in the claim) of which I DID NOT CONSENT TO and they are refusing to refund me. I have talked with their customer support representatives explaining this and despite that are unwilling to refund me despite me NOT utilizing the website since the unauthorized renewal. This is a gross violation of public trust and also with me purchasing this subscription while I was in the EU made them subject to EU Return Laws under the Right to Withdrawal (of which I qualified for with me NOT utilizing the software in any capacity since purchase). This is an absolute outrage and I WILL be reaching out to my academia contacts to discourage the use of Cybrary in any setting and absolutely push for policies at my work to discourage Cybrary.

  Business Response

  Date: 11/06/2023

  In reviewing the purchase data for  *********************** - the individual purchased a recurring monthly subscription on August 23rd at a discounted rate. The Terms and Service outline that this will be billed automatically until a customer decides to cancel. Per the *** the customer must cancel their subscription prior to the monthly or annual renewal date, refunds are not offered. 

  To address the six month plan indicated in the complaint  - Cybrary only offers a monthly or annual plan, the charge indicates that the individual paid for August and September. When contacted - the subscription was immediately cancelled. 

  Customer Answer

  Date: 11/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have purchased this in the EU and they refused to refund despite EU law saying I am entitled to a 14 day refund when the digital item is not used of which it wasn't. They also refused to communicate and close out my ticket in a timely manner with the customer support ignoring any attempts to refund an unwanted purchase with zero use and having them utilize underhanded TOS statements. They are the first out of ANY digital product I have used to not offer a refund for an unwanted, unused subscription.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I no longer use Cybrary and my account was charged on 7/27 for $282.20. I reached out to Cybrary less than 24 hours of the charge to cancel or refund. Cybrary response was basically they got my money and will not refund once the charge is processed. Cybrary did not issue adequate and or sufficient prescriptive notice before proceeding with automatic renewal. This is a flawed policy and most decent business will issue automatic payment reminders before charging the payment method on file. How can you comfortably take someone's money for a service that is not needed? The representative that responded to me said she cannot do anything about it. I asked her to escalate to the appropriate authority for due considerations since the renewal is still pending and less than 24 hours. She said after escalating to her manager, the manager said its their policy and they can't do anything about it. This is day light cybercrime from Cybrary.

• Initial Complaint

  Date:07/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sir/Ma’am, My name is ************************************. My account name with Cybrary is ************************************* @**************. I am writing to make a compliant about a fraudulent charge of $239.20 by Cybrary to my credit account on 6/17/23. On 6/17/22, I subscribed to an IT training course for $239.20 with Cybrary which expired on 6/16/23. However, on the following year which is 6/17/23, I noticed that my credit card was charged an automatic subscription fee of $239.20 without any notification by Cybrary if I want to renew. After I tried contacting Cybrary via phone or email to no avail to cancel the subscription, I logged on to my Cybrary account and cancelled the subscription. But, my refund has still not been submitted to my credit card. As such, I would greatly appreciate if BBB can help me get back my refund of $239.20 as I never intended to renew the subscription in 2023 and was never contacted by Cybrary if interested in renewal. However, Cybrary decided to charge my credit card for renewal without my authorization because they maintain access to my personal information on their file. Should you have any inquiries, please feel free to contact me via my email (**************** ) or phone *************). Thanks a lot for your anticipated assistance. Best regards,************************************.

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Online training materials last year. I received an auto renewal, and I was not aware of this auto-renewal. No warnings from this vendor. I contacted the vendor for a refund, and was not granted one.This vendor should provide email notifications prior to auto renewing subscriptions. I also cannot find a way to remove my payment method of my account.I will keep email vendor for a refund.

  Business Response

  Date: 06/22/2023

  We received an email from **** on May 7th and issued a full refund on May 9th. This issue has been resolved. 

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cybrary continues to bill me monthly after repeated efforts to cancel the subscription. I was assured that my subscription would be canceled and a refund offered; however, this did not happen. Cybrary does not have a customer support phone option, all interactions have to take place through email at this time. This issue seems to be a frequent problem with this company and I feel it is highly unethical.

  Business Response

  Date: 09/28/2022

  *************************** reached out to our Sales Development team and then to our Support team asking for a refund from Dec 2021 to September 2022. We made an exception to our terms of service  (which are easily accessible on our website and are referenced at checkout), and give ** ******** a full refund. Please see the attached screenshot confirming all months were reimbursed.Cybrary provided him with everything he was asking for and is still waiting for a reply from ** ******** to confirm he received his reimbursement. As far as we are concerned, we've fulfilled all the needs of this person and his complaints are not warranted.

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership before it renews. I always have cars guard on and to my surprise they tried charging me. I have tried contacting them with no luck. I have deleted my account and they still try to charge me. To my understanding it is illegal to store card numbers after an account is closed. I am hoping that this complaint will tell cybary to first stop trying to scam me out of my money. I am also hoping that it will tell people not to trust this site.

  Business Response

  Date: 08/03/2022

  Hello! We are sorry to hear you had a negative experience trying to cancel your subscription. Cybrary's terms of service state that you must cancel your subscription prior to 11:59 p.m. Eastern time on the day before your next recurring billing date in order to avoid being charged. The transaction records show that your subscription was canceled at 10:57pm July, 29th after being charged for the new month subscription. The billing records show that the charge did not go through, however, since the cancelation was made after the transaction occurred, you may have seen the charge as "pending" due to the transaction needed to complete the cancelation. You were not charged and therefore should not see the charge in your credit card statement. As to multiple outreaches made to Cybrary, we have no record of correspondence from you regarding this matter, but if you need to contact our support team, please email [email protected] and we're happy to help you. 

• Initial Complaint

  Date:05/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute on a transaction with cybrary.it for an auto-renew payment that I never set up, to begin with. My account was hacked and I provided the email to prove it. I never got the invoice or initial purchase. I was never aware of the auto-renew and was charged a 2nd time just days ago. I immediately canceled the auto-renew and canceled the payment. They refuse the refund. ****** denied the unauthorized transaction accusation given the evidence I provided. My bank has yet to respond. I had an account with them in January 2020 and canceled it in January 2021. This is well documented. Yet, I'm being ignored in all of this. Half my leftover check is gone because of this and I got 2 weeks before I get paid. Auto-renewal is implied in the contract but I was not aware of the May 2020 purchase. I had a 9-year-old flip phone and had never been to Ohio as of May 2020. I had cervical spine surgery in May 2020 and was in constant pain at the time so travel was not an option. I have no idea what else I need to do to provide further evidence. I was at work that day in question and internet reception was incredibly sketchy at best. My flip phone didn't have internet.

  Business Response

  Date: 06/10/2022

  Customer admits to purchasing initial subscription.  Cybrary's terms and conditions clearly state auto-renewal in section 5 as follows:

  "5. Term and Termination. The Agreement will commence upon the Effective Date as stated on the Order Form and remain effective for the period set forth in the Order Form unless terminated as permitted in this Section (the Initial Term). Unless otherwise agreed upon in the Order Form, the Initial Term will automatically renew for successive one-year periods (together, the Term) unless either party elects for the Agreement not to automatically renew by providing the other party with written notice at least thirty (30) days prior to the expiration of the current Term. Either party may terminate the Agreement with or without cause upon thirty (30) days written notice to the other party. Termination of the Agreement will relieve Cybrary of all obligations to provide Customer access to the Software and any licenses granted under the Agreement will immediately cease."