Complaints

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

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  Audible

  One Washington Place Newark, NJ 07102

• 

  Audible

  1 Washington Place Newark, NJ 07102

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:09/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Audible has locked my account despite the fact that I have access to the email and password login information. Because I do not purchase items on ****** they refuse to unlock my account for security reasons. I still have a current subscription which I am UNABLE to cancel since I can no longer log into the account. Totally ridiculous.

  Business Response

  Date: 09/05/2025

  Hello ****,
  My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau regarding your account and I am reaching out to assist with this matter.
  I reviewed your account and noticed that there have been several login attempts made on your account and as a result, your account was flagged by ****** and a temporary lock was added for protection. In order to remove the lock, please provide address, associated with the account and at least 3 titles that you previously purchased.
  If you have any additional questions or concerns, please let me know. I am available Tuesday- Friday between 9 am to 4 pm EST and will respond during that time.

  Customer Answer

  Date: 09/06/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is my first month using Audible. I want to cancel immediately but my membership status is non-member for some reason, so I can't cancel. Maybe this is because it's a trial period. I want it cancelled now though, so I don't have to pay for the first month. ***, there's no account number since I don't have a membership. I started the trial on August 23rd. Please just cancel immediately and email me to let me know it's cancelled.

  Business Response

  Date: 08/25/2025

  Hi ********, 

  As requested, we have canceled your membership effective August 25, 2025, an automatic email was sent to ********************* You will continue to have access to your audiobooks as your audiobooks as you library, audible account, and password will remain active after cancellation. 

   

  Have a great day. 

  Customer Answer

  Date: 08/26/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:08/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My old Audible account ********************* was linked with my ex-husband's Amazon account ******************** When we divorced, I no longer had access to my Audible account or purchases. I have hundreds of dollars of books that I paid for but have no access to. Over two years, I have worked with my ex-husband and Audible on multiple occasions to access my books. My husband does not access this Audible account, as it was mine, and he has no interest in the books. He has requested for the books to be placed in my new account. He is not willing for me to have unlimited access to his Amazon account since we are no longer married and our accounts have been separated. The ***************** account has been closed as this email is inaccessible.I would like the books that I paid for to be permanently placed in my Audible library. I paid for them and should be able to have unlimited access to what I have paid for.

  Business Response

  Date: 08/19/2025

  My name is ******* and I am a member of the ************** Team here at Audible. I received your complaint from the Better Business Bureau requesting to have titles transferred to your account and I am reaching out to assist with this matter.

  Based on the complaint that you submitted, you previously had an account linked with your ex-husband and have been unable to access your titles as a result of your divorce. Since the titles are located on his account, we would need to verify his account as well as receive confirmation that he would like to have the titles transferred to your account. Please ask him to send us an email to  exec-********************************** and use the subject line Audible Escalation/ Case ID ***********/JE . The request must state what titles he would either like to keep on his account and/or transferred to your account.
  
  If you have any questions or concerns, please let me know. I am available Tuesday thru Friday between 9 am to 4 pm EST and will answer during that time.
                                

  Customer Answer

  Date: 08/24/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:08/04/2025

  Type:Sales and Advertising 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 had an audible subscription for about 12 months that I was not regularly using. I chose to cancel it and upon cancellation I lost all of my credits. I was warned of this before cancelling but chose to do so anyway and pursue a complaint and refund via the BBB. I believe I was essentially charged for a service that was not rendered because I didn't use my credits. I have in effect donated my money to audible for absolutely no service.

  Business Response

  Date: 08/11/2025

  Advised the customer of their ********************** membership and that Audible credits do not have a cash value. Credits are part of the Audible membership and can be redeemed for audiobooks of any price. Informed customer there was no usage of their ********************** benefits during the 12 months so we were able to process a refund for their Audible membership totaling $193.80 back to the payment method which originated the charges. 

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My Audible account was cancelled 12/22/2022, yet I continue to be charged $16 plus tax every month. I changed my Apple Card credit card number and the charges continue to come through on the 2nd of every month. I have reached out to Audible who confirmed the subscription was cancelled in 2022, but are clueless as to why I am still being charged. I disputed the June 2025, July 2025 and August 2025 to ***** who is investigating. This seems criminal that Audible can keep charging me monthly even after cancelling my subscription in 2022 and can offer no resolution to getting these charges stopped. All three charges reported to ***** are still under investigation by ************************* who is the financial provider for the ***** Card. Any assistance in getting to the root of how they can be making these unauthorized charges and how to stop them would be immensely appreciated.

  Business Response

  Date: 08/04/2025

  Hi *****, 

  I will honor your request to cancel and refund your membership within our policy, however, I did not see a membership under ************************ Have you ever used a different email when using Amazon, does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone's Amazon account? They may have forgotten to delete your credit card off of their account. What marketplace are you signed up with? I may need to locate you by the state or country your membership is under.

   

  Awaiting your response. 

  Customer Answer

  Date: 08/06/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******-*******

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Company Name: Audible (An Amazon Company)Website: www.audible.com Category: ********************* / ************* Complaint: Unauthorized and Non-Transparent Recurring Charges Dear BBB,I am filing a complaint against Audible regarding unauthorized and non-transparent recurring monthly charges dating back to approximately mid-2022.Despite making a purchase on the service only once since mid 2022 and receiving no monthly billing notifications, Audible continued to charge my credit card a membership fee each month without my knowledge. I only discovered the charges recently after reviewing old bank statements. Audible refunded me only for the past 6 months approximately $47.70 but has refused to refund the rest of the charges dating back over two years.This behavior is especially concerning given that Audible has already been involved in a class action lawsuit for deceptive subscription practices. I was a member of that class action and received a small settlement, yet the same practices seem to have continued.I believe Audible's lack of clear communication, billing transparency, and customer notice constitutes deceptive business conduct, and I am requesting a full refund for all membership charges made to my account since [June, 2022] (Totaling $355.70)Resolution Sought:A full refund of all Audible membership charges made to my account from [June, 2022] to [present], beyond the partial refund of 6 months already issued.Please let me know if any documentation or charge history is needed I am happy to provide it.Sincerely,***** Day

  Business Response

  Date: 07/24/2025

  The following information was shared with the customer directly: 

  We received your communication regarding your refund request for an Audible membership. In review of the account information I can confirm that your membership was initiated via ***** in June of 2022 when a membership credit was redeemed for the audiobook "*** ******* Five Lessons". From June 2022 up until February of 2023 your billing relationship was directly administered by ***** and payments were made to them so we are unable to process any refunds for that time period.
  
  Beginning in February of 2023 your Audible membership was switched to the Audible Plus plan and directly administered by Audible. The audiobook "The Brain Fog Fix" was added to your library in that same time frame. There was active usage on the account up until December of 2024 when the audiobook "48 Laws of Power" was added to your Audible library. Your membership was properly cancelled in July of 2025 and I can confirm you were previously refunded the membership months dating back to the last usage month on the account of December 2024. I apologize but there are no additional refunds eligible to be processed based on the information provided. If you need any additional information or support please let me know and I'll be happy to follow up. Be well! 

  Customer Answer

  Date: 07/24/2025

  
  Complaint: 23598669
  
  I am rejecting this response because:
  
  Thank you for your response, but I must respectfully reject your decision and the explanation provided.
  
  While I appreciate the timeline you outlined, your response does not address the core issue of my complaint: lack of clear and ongoing notice regarding recurring charges for the Audible membership. At no point after my initial audiobook redemption via ***** in 2022 did I receive obvious or sufficient notification that I was being charged monthly. This lack of transparency continued even after the billing relationship shifted to Audible in 2023.
  
  Your system shows activity on the account, but "activity" should not be equated with knowingly consenting to ongoing chargesespecially if there was no clear reminder, email, or billing notice. I was not aware that I was still being billed or enrolled in a membership. The fact that I was refunded for months after December 2024 further supports that Audible agrees those charges lacked active engagement or valid consent. However, I maintain that this same logic should apply retroactively to any months in which I was not clearly informed or aware I was being charged.
  
  Given the increasing number of complaints about Audibles billing practices and class action attention to similar issues, I am requesting a full refund for all charges from June 2022 through July 2025, excluding the specific audiobooks I knowingly purchased.
  
  Audible's current stance effectively shifts responsibility to the consumer while sidestepping the obligation to maintain clear, ongoing consent and communication regarding subscription billing. I do not find this acceptable and request further review and reconsideration of my refund eligibility.
  
  
  Regards,
  
  ***** Day

  Business Response

  Date: 07/25/2025

  This is the information shared with the customer: 

  "We received your communication regarding your refund request for an Audible membership. In review of the account information I can confirm that your membership was initiated via ***** in June of 2022 when a membership credit was redeemed for the audiobook "*** ******* Five Lessons". From June 2022 up until February of 2023 your billing relationship was directly administered by ***** and payments were made to them so we are unable to process any refunds for that time period.
  
  Beginning in February of 2023 your Audible membership was switched to the Audible Plus plan and directly administered by Audible. The audiobook "The Brain Fog Fix" was added to your library in that same time frame. There was active usage on the account up until December of 2024 when the audiobook "48 Laws of Power" was added to your Audible library. Your membership was properly cancelled in July of 2025 and I can confirm you were previously refunded the membership months dating back to the last usage month on the account of December 2024. I apologize but there are no additional refunds eligible to be processed based on the information provided. If you need any additional information or support please let me know and I'll be happy to follow up. Be well!"

   

  The customer had their billing relationship directly with ***** from June 2022 until February 2023. We are unable to process refunds for membership charge dates as we did not administer the charges. In February 2023 the customer switched their membership plan and was directly administered by Audible. The customer used their membership benefits from February 2023 up until December 2024. The membership remained active until July 2025 and a refund was processed back to December 2024 which was the last usage date of the membership. No other refunds are eligible to be processed. 

  Customer Answer

  Date: 08/12/2025

  
  Complaint: 23598669
  
  I am rejecting this response because:
  
  I reject Audibles response because it does not address the root cause of my complaint: the lack of clear, ongoing notice of recurring charges.
  
  Timeline & Key Points:
  
  June 2022 Feb 2023: I redeemed an audiobook via *****. Audibles records show this was the start of a membership, but I never received clear, ongoing monthly billing notices from Audible or Apple.
  
  Feb 2023 July 2025: Audible took over billing. At no time did I receive obvious email reminders or prominent notifications that charges were continuing, nor that I was enrolled in an ongoing plan.
  
  Audibles own actions refunding months after December 2024 when there was no usage demonstrate that they agree charges without active engagement should be refunded. The same reasoning should apply retroactively to other months where there was no informed consent or meaningful use.
  
  My Position:
  Activity in the account (such as automatically adding content to a library) should not be treated as knowing, ongoing consent to charges. The lack of proper notice from both Apple and Audible violates basic consumer protection principles and Audibles obligation to obtain clear, recurring consent for subscription renewals.
  
  Requested Resolution:
  A full refund of membership fees from June 2022 through July 2025 (Excluding the refund I have already received from January 2025 to present), excluding the cost of any specific audiobooks I knowingly purchased.
  
  If Audible cannot provide this resolution through the BBB process, I will consider pursuing the matter in small claims court for recovery of the disputed charges, citing breach of contract and failure to provide adequate notice.
  
  
  Regards,
  ***** Day

• Initial Complaint

  Date:07/07/2025

  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.

  Fraudulent charge on 07/07/2025 of $14.95, 4 months after cancellation of services. Because services and subscriptions were terminated, I am unable to access the previous account or resolve the discrepancy through ******'s customer service. Reported to my bank and currently disputing the charge, asking any further unauthorized payments to cease.

  Business Response

  Date: 07/11/2025

  Hello, 

  Thank you for contacting Audible via the Better Business Bureau. A member from our ************** Team will be researching this matter and will contact you via the email address associated with your complaint. 

• Initial Complaint

  Date:07/03/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Audible locked me out of my account. When I try to log in I receive the following message:Help us protect your account We have detected unusual activity on your account and have locked it temporarily. Please contact customer service for further assistance.I contacted customer service July of 2024 and sent them a picture of my driver license per their request. They did not unlock my account.I again contacted customer service in October 2024. They did not resolve the issue.I called customer service again July 1, 2025 again with no resolution. This has been very frustrating. I call Audible ***************** and they transfer me and say that I will receive an email from a customer account specialist within 24 to 48 hours and I receive no email.I spent $170.55 on books that I have no access to and audible has no intention of refunding the amount or allowing me access to my account. I have all the order numbers and dates purchased if needed.The account is tied to my email [email protected] would appreciate any assistance you can provide in this matter.Thank you,***** *****

  Business Response

  Date: 07/15/2025

  Contacted customer and requested any order ID number from an ********************** order confirmation email to assist in identifying the related Audible account and membership. Awaiting reply from the customer. 

  Customer Answer

  Date: 07/17/2025

  
  Complaint: 23554175
  
  I am rejecting this response because:  I have sent the required information to Audible Escalation - Case ID: *********** (EF). .Audible only escalated the issue after I contacted the BBB.  I emailed eight order numbers and attached a copy of an order receipt.  I have had no response back to this information from audible.  Resolution to this issue is to allow me access to the books I bought or refund me the money.  I have been trying to regain access to my account since July of 2024.  They refused to allow me access to my account even after sending in documents to prove my identity.
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/29/2025

  Requested additional information from the customer as the attachment they provided shows their billing relationship being administered directly with ****** Pay. Since we did not administer the billing relationship we are unable to process any refunds and the refunds would have to be processed directly by ******. I have also contacted ****** to review the account hold. As a subsidiary of ******, Audible uses the same log in credentials as ****** and the account hold would place a hold on all platforms. Audible is unable to activate or deactivate account holds. 

  Customer Answer

  Date: 08/14/2025

  
  Complaint: 23554175
  
  I am rejecting this response because: It was Audible/****** that denied my access to my account ,not ******. I sent audible/amazon my identification and they refused to allow me access to my account.  They should communicate to ****** to process a refund due to their inability to provide me with access to material I bought.  If audible cannot track purchases made through ****** they should not use platform.

  Please provide the information to ****** that you closed my accesses to audible and would approve a refund.
  
  
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/22/2025

  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.

  May 19, 2025: Audible and I agreed that they had been billing me for a service I had never requested or used. When I cancelled the credit card they were using, they chose another credit card from my Amazon account and continued to bill the new card. They agreed to the following refunds: - 1. Refund the last year of charges in the form of 12 refunds at $14.95 each. Their email said this had already been done but for me to give it 10 days. As of June 23, only five (5) of these refunds have been posted back to my bank.- 2. A refund for the years prior to the last year, totaling a separate $313.95 was also approved. For me to receive it, I was told to update their secure server with my billing information (which they have since they have been billing me and have made five refunds to!). Unfortunately, I cannot get into their secure system. When I enter my gmail address, it replies I am an unauthorized user. I have called them 16 times, totalling over 20 hours, and they "update the ticket" and do nothing to help me get the approved refund.

  Business Response

  Date: 06/24/2025

  Hi Wes, 

  I wanted to confirm you are receiving the information from our Account Specialist. I can confirm your newest refund was for $313.95 (USD). You should receive this within 5 to 7 business days. 

  I appreciate your patience while we process your refunds as since they are multiple refunds it does take a little longer to process the refunds. 

  As your refunds are multiples, it does take a little longer to process the refunds. I appreciate your patience. 

   

  Have a healthy day. 

   

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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 had paussed my account and then all of the sudden it was unpaused by the system against my will and without my knowledge. Also, when I tried to pause it again, the system makes it exceedingly hard. It's also very hard to contact a human in the beep section. I expect to be given a refund for the time I had to waste tackling this. My time is not free.Basically a scam.

  Business Response

  Date: 06/09/2025

  Hi Francesco, 

  My name is Sonserae and I am a member of the ************** Team here at Audible. I have received your concerns and I am in the process of researching your experience. The email used to contact BBB was ******************** I could not locate a membership under this email. Have you ever used a different email when using Audible or ******? Once I receive the email attached with the account, I will better be able to assist you. 

   

  Awaiting your response. 

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23442648
  
  Good afternoon, thank you for your prompt answer. I am afraid I seleected the wrong option in the autofill drop down. I think the email address associated with my account might *****************************************
  
  
  
  Regards,
  
  ********* ******

  Business Response

  Date: 06/11/2025

  Hi Francesco, 

  Thank you for the information! I was able to locate your membership under the ********************************* This membership has been on hiatus from December 9, 2024 to March 9, 2025, the payments began again on April 8, 2025. Your next charge will be July 8, 2025. Have I addressed your concerns, is there any other matter I can work on for you?  I appreciate your patience while I looked into this matter.

   

  Awaiting your response.