Business Profile

Digital Media

Audible

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

238 total complaints in the last 3 years.
110 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/01/2024
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.
When I checked my credit card bill I saw a bill marked for "audible." It took a long time for me to track down what the charge was, and it turned out to be a book I thought I was reading free online. I don't remember providing my credit card or agreeing to be charged for a membership, so presumably Amazon presented an offer in such a way to make me think it was part of my existing membership, then charged me via my Prime Account details.
Business Response
Date: 02/06/2024
Hi *******,
I will honor your request to cancel your membership, however, I did not see a membership under the ******************* email. 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.
Initial Complaint
Date:01/23/2024
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.
Audible automatically charges users for credits on a recurring subscription basis, with each credit representing the right to purchase and listen to a digital book on tape. Audible does not make it obvious, intuitive or easy to cancel or pause the subscription which will keep charging the user ad nauseum if they cannot find a way to cancel. If one does cancel the subscription, one loses all credits already paid for and unused, yet receives no refund - which is unnecessary, punitive, anti-competitive, abusive of the consumer, and represents an ill-gotten windfall which the company has cynically calculated collecting on, full well knowing that this is exactly what will happen to thousands or millions of users.To cancel Audible, one must go through the iTunes software, which not everyone has, or has the capability to download and utilize the interface of. This is an unnecessary hindrance on cancellations which is once again calculated to obfuscate users in their quest to cancel, and extort money from them against their will.It is difficult and arduous to get in touch with Audible customer support through their phone system, which rings interminably.
Business Response
Date: 01/24/2024
Hi ****,

I can confirm your membership has been set for cancellation on February 21, ****. I see there was some confusion on how to cancel your membership, please allow me to explain. If you signed up for an Audible membership in the iOS app, your billing relationship is with Apple. We do not have the ability to access or modify the membership. This is why you weren't able to directly cancel with Audible.

For further assistance with this membership, you would have needed to contact Apple directly. You can do so here: *****************************. You can also call Apple directly at this number: **************.I appreciate your patience.

I hope this assist in clarifying your experience.
Customer Answer
Date: 01/24/2024

Complaint: 21189787

I am rejecting this response because:

Audible stubbornly continues its exploitative business practice of cancelling and not refunding the credits which customers have paid for in the event the customer wishes to stop funneling money to the company in an endless subscription cycle. This policy is a naked threat eminently designed to coerce the customer into continuing the service. What kind of a business snatches away products, refusing to recoup the payment rendered, and announces theyre keeping the goods and the cash, when a customer indicates they want out of the relationship? An anti-competitive cartel.

Regards,

***********************
Customer Answer
Date: 01/24/2024

Complaint: 21189787

I am rejecting this response because:

Audible stubbornly continues its exploitative business practice of cancelling and not refunding the credits which customers have paid for in the event the customer wishes to stop funneling money to the company in an endless subscription cycle. This policy is a naked threat eminently designed to coerce the customer into continuing the service. What kind of a business snatches away products, refusing to recoup the payment rendered, and announces theyre keeping the goods and the cash, when a customer indicates they want out of the relationship? An anti-competitive cartel.

Regards,

***********************
Initial Complaint
Date:01/22/2024
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 called audible to call about the charges I was seeing on my card. The person stated they can only go back 6 months. I never signed up for audible and I also called in the past about these charges to either audible or Amazon customer service. The customer service agent said he ain't see that and he mad some lies that I was cursing and hung up because he couldn't handle the fact that I stated for him to be more professional and to watch the way he expressed himself to me. I been a prime member for so many years and expect better service. I am asking that someone follows up and refunds my mo ey as you can go back and see we do not listen to audible and never have. I also want amazon to do better training to assure that I'm not hung up on in the near future.
Business Response
Date: 01/23/2024
Hi *******,
I am reviewing your request. Please respond that you received this email. Once my review has been completed, I will contact you with my resolution. I appreciate your patience.

Awaiting your response.

Customer Answer
Date: 01/23/2024

Complaint: 21178959

I am rejecting this response because:
As I need A Resolution to this matter. Appreciate youbtrying to work on it

Regards,

**********************
Business Response
Date: 02/05/2024
Hi *******,
I am able to refund your membership fees as I see your request to cancel your membership was not initially honored. Please respond to the Audible email so I can start the process.

Awaiting your response.
Initial Complaint
Date:01/13/2024
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.
UNLOCK MY AUDIBLE ACCOUNT PLEASE. I HAVE MY PASSWORD BUT CANNOT AUTHENTICATE USING THE PAST MOBILE NUMBER I NO LONGER HAVE THAT NUMBER IS ************. THE CUSTOMER SERVICE REP WAS EXTREMELY RUDE AND CALLED ME HATEFUL. WHEN I WAS NICE. SHE KEPT SPELLING HER NAME WRONG SO I COULD NOT UNDERSTAND IT. I GAVE HER MY LAST CREDIT CARD ON FILE AND THE SECURITY CODE. BUT SHE WOULD NOT UNLOCK MY ACCOUNT OR CHANGE MY PHONE NUMBER SO I CAN ACCESS MY AUDIBLE BOOKS I PAID FOR. AT FIRST THEY DIDN'T WANT TO HELP ME SAYING THAT I AM NO LONGER A PAYING CUSTUMER FOR AUDIBLE. AND THAT IS VERY UNETHICAL BEING THAT I STILL HAVE TO ACCESS MY BOOKS UNDER THE ***** ACCOUNT. IT' WRONG AND VERY DISTASTEFUL TO HAVE PEOPLE LIKE THAT WORKING FOR A COMPANY THEY DISCRIBED AS MONEY HUNGRY AND NOT CARING FOR CUSTOMERS. THE CUSTOMER SERVICE REP SAID HER NAME IS ******* SHE IS VERY UNPLEASANT. I was on the phone with you for hour just to get my number changed to authenticate and it was very frustrating.
Business Response
Date: 01/29/2024
Advised customer of steps to reset Amazon's 2 step authentication feature. Once the customer is able to verify their Amazon/********************** account they will be able to update their contact information and access their digital content.
Initial Complaint
Date:01/11/2024
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.
Audible keeps charging me for a subscription that I never signed up for. They are charging me $14.95 per month and refuse to help when I ask them to stop charging me or cancel the subscription. this is a case of fraudulent charges and the business entity is refusing to help. I've caught them trying to charge me the $14.95 amount twice and had to dispute it with my credit card. I've had to cancel two credit cards due to this issue. No one at Audible.com will help me with this.
Business Response
Date: 01/17/2024
Hi ******,
I will honor your request to cancel your membership, however, I did not see a membership under the ****************************** 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.

Awaiting your response.

Customer Answer
Date: 01/17/2024

Complaint: 21126278

I am rejecting this response because:
my daughter has an Amazon account but the ******************** subscription is not active and my credit card is not the default method of payment-
So please stop charging me. I dont even know how you are getting my credit card details- has your site been hacked?

Regards,

*********************************
Business Response
Date: 01/18/2024
Hi ******,
I do understand your request, however, so I can troubleshoot all possibilities, would you please give me her email. It will be helpful in coming closer to a resolution to your request of cancellation and refunds within our policy.

Awaiting your response.

Customer Answer
Date: 02/06/2024

Complaint: 21126278

I am rejecting this response because:Not resolved- my answers are not registering - your site is broken. This company stole money from me and I want to be refunded

Regards,

*********************************
Business Response
Date: 02/08/2024
Hi Ange,
I can confirm your membership has been located, canceled and refunded. I have refunded multiple refunds totaling $89.70. Depending on your bank, your refunds would have been refunded within 7 to 10 business days.

Have a healthy day!

Customer Answer
Date: 02/09/2024

Complaint: 21126278

I am rejecting this response because:

I have not received any refunds. Please advise who and where you sent the refunds to. You simply saying you have refunded me doesnt make it so.

Regards,

*********************************
Business Response
Date: 02/13/2024
Hi Ange,
We have refunded multiple membership fees totaling $89.70. The multiple refunds will be applied to the original credit card(s) used to make the purchases. As the refunds may have been issued to several credits cards, you would need to confirm the refunds have been received on those accounts.

Regards.
Customer Answer
Date: 02/14/2024

Complaint: 21126278

I am rejecting this response because:

I need proof of these refunds - I have not received one refund as of 2/14/24. Please advise where you sent them

Regards,

*********************************
Initial Complaint
Date:01/07/2024
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.
I cancelled by Audible subscription in August. I wasn't charged in September. But in October, November, and December, I have been charged. I have called Audible in December and January (just now) to cancel my subscription and to tell them they're not authorized to charge my credit card; however, I told them this in December, and they charged my anyway. The charges in October, November, and December have been credited by my credit card company, but the charge for January is showing up as a pending charge on my credit card. Please help me stop this subscription.
Business Response
Date: 01/08/2024
** *****
I will honor your request to cancel your membership, and refund membership fees within our policy, however, I did not see a membership under the [email protected] email. Have you ever used a different email when using ******* does anyone have access to your Amazon account such as a child or spouse, have you ever used your credit card on someone’s ****** ******** 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.

I understand your frustration, however, we ask that you contact your financial organization as a better way to prevent unknown and unwelcome charges.

Awaiting your response.

Customer Answer
Date: 01/16/2024

Complaint: 21107948

I am rejecting this response because I have informed Audible that they **do not have the right** to put any charges on my credit card. No one in my family or anyone else, for that matter, has my permission to put any charges on my credit card. Since October, my credit card company has consistently credited me the amount charged by Audible for a service I ended in August. Each month that I have called Audible and then my credit card company has taken about 40 minutes of my time, for a problem that Audible refuses to fix. My credit card company says crediting me for each charge is all they can do. Audible must stop putting these charges on my credit card.

Regards,

*******************
Business Response
Date: 01/18/2024
Hi Aine,
I understand your frustration, and would like to assist. I did not see a membership under ********************* Audible is an *************** although you may not have used Audible, as Audible is an *************** if a membership was started and a child or spouse used your credit card and did not take it off of their account it may have stayed on the account. I ask that you contact your financial organization as a better way to prevent unknown and unwelcome charges.
As stated before, I understand your frustration. I feel the above will help towards a favorable solution to this issue.

Awaiting your response.

Customer Answer
Date: 01/27/2024

Complaint: 21107948

I am rejecting this response because there is no one else who has access to either my Amazon/Audible or credit card accounts. My credit card company has refunded me this recurring charge each month (October through January); they have told me that only Audible can stop these charges from occurring. Thus, I need confirmation from you that you will no longer charge my credit card for Audible. Please advise.

Regards,

*******************
Business Response
Date: 02/01/2024
Hi Aine,
I can confirm I do not see any other charges attached to your account.

Best regards.

Customer Answer
Date: 02/07/2024

Complaint: 21107948

I am rejecting this response because: I waited a few days to respond because I was hopeful I would not be charged again for Audible, which I cancelled (or attempted to) in August. But I logged in to my credit card account last night and confirmed that I was--yet again--charged for Audible. This is in spite of removing my credit card number from ********************** as a payment option. I have disputed this charge with my credit card company, again. I expect that my credit card company will credit me again--as they have in October, November, and December. Mind you, this is for a service I don't use and don't want and cancelled access to in August.
Please fix this. Audible does not have the right to continue to charge my credit card for a subscription to a service I do not want.

Regards,

*******************
Business Response
Date: 02/08/2024
Hi Aine,
As Audible is an *************** to confirm your credit card is not being charged, please go to Amazon.com. I can confirm, I do not see any active membership under the two emails I have been provided. Please provide the transaction number for the charge you received for February of 2024, as I am not seeing this charge. Again, the best way to have this issue resolved is to go through your financial institution.

Best regards.
Customer Answer
Date: 02/09/2024

Complaint: 21107948

I am rejecting this response because:

The only other email is ****************, which you have said also isnt associated with an account. I am telling you to stop charging my credit card, effective immediately. I am working with the Better Business Bureau, the state of *****, and the federal government to get this addressed.

I do not wish to waste further time on the phone with your team to get this resolved. Please stop charging my credit card; these are unauthorized charges.

Regards,

*******************
Customer Answer
Date: 02/09/2024

Complaint: ********

I am rejecting this response because:
I just received your message via NJ's BBB website. This dispute has not been resolved. I was charged in February (and since October) for Audible. The charge code is Audible*********** My credit card company has credited me for each of these charges, but they tell me only Audible can stop the recurring charges.

This dispute has not been resolved. I welcome your help in addressing it.

Regards,

**** *****
Business Response
Date: 02/12/2024
Hi *****
I was able to find the charges on another customer's account. Due to the uniqueness of your issue, and your credit card being connected to another persons active account, there are limits on the action I can take. The steps that will prevent the charges from continuing will be to contact your financial institution and asking for a fraud claim on these charges. This will stop the charges on your credit card.
Note: Legal and privacy concerns limit the information we can release and to whom it can be released.

Regards.
Customer Answer
Date: 02/17/2024

Complaint: ********

I am rejecting this response because:
Thank you. Effective immediately, I am telling you to no longer charge my credit card. Your company is aware of this issue and you can secure approval to stop these charges. If you don't do so, you are knowingly enabling fraudulent behavior by the person who set up this account; I will add that this person--and all we know about their identity is that their name begins with an H--is *not* authorized to put charges on my credit card. Please stop these charges, effective immediately.

Confirm that this action has been taken ASAP.

Regards,

**** *****
Business Response
Date: 07/03/2024
Hi Aine,
I'm currently reviewing this complaint, and I apologize that it's taken this long to resolve. I found it very interesting that after contacting your bank, the charges were still occurring. Nonetheless, I do believe I found the account in question that was billing your credit card, and after reviewing it, it looks like the charges stopped occurring after 03/05/2024. Can you please confirm there are no further charges from Audible after that date? If there are, please provide me with the transaction ID that is on the statement (it'll help me search the account the charge is associated with) If there aren't any further charges, I'd like to mention and confirm the account in question is no longer on an active membership plan, and the credit card used (I'm assuming yours) is no longer active on the account.
Customer Answer
Date: 07/03/2024
[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 made by the business in reference to complaint ID ********. After many, many, many phone calls and emails, I was able, myself, to get these charges stopped. It is due to Audible's faulty protocols that they were unable or unwilling to address this months ago. One of the staff members at Audible told me they were able to see that someone else had attached their name to my account--but they were unable to share this person's name. Mind you, it was clear this was my account. Still, that staff member was unable to stop my credit card from being charged. An ordeal that started in September 2023 did, finally, come to a conclusion in March 2024--no thanks to Audible, with the exception of the staff member who told me that her company was well aware that the person who had attached their name to my account was not authorized by me--and that, indeed, fraudulent behavior was occurring.

Regards,

*******************
Initial Complaint
Date:12/26/2023
Type:Order 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.
On Dec 14, 2023 I was charged $15.85 for Audible. In Oct. 2023 I signed up for a 30 day free trial of Amazon Prime. In Nov. 2023 they gave me another 30 day free trial ending Dec 14,2023. On Dec 9,2023 I put my Prime membership on Pause. No where did it read Audible was included with my Prime membership. If Audible was included in my membership with Prime, why did Amazon not put Audible on pause also. Amazon bundled my Prime membership with Audible, but when pausing my Prime membership why did Amazon unbundle Audible from my membership. I called Amazon and they connected me to their digital Rep ***** who said since I did not cancel Audible I must pay for it. He checked and saw Prime was on pause. I told him I do not want or even used Audible-I never knew I was enrolled in Audible. I still do not know what Audible is about-, so he canceled Audible on 12-26-23, per our conversation, but said I still have still have to pay for it. I do not think this is fair. According to the e-mails I received, Prime and Audible are both part of the *************** so cancelling both of them at the same time should have been no problem. Since ******* said I signed up for both Prime and Audible at the same time and they are part of the same company, then cancelling them at the same time should have been standard practice. Thank You *****************************
Business Response
Date: 01/03/2024
Hi *******,
I can confirm your membership has been canceled effective December 26, 2023, an automated email was sent to ************************* Also, I can confirm a refund totaling $15.85 has been processed and you will receive this refund within 7 to 10 business days from the date you requested the refund.

Have a healthy new year!
Initial Complaint
Date:12/22/2023
Type:Product 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.
Too many emails after asking to unsubscribe
Business Response
Date: 01/03/2024
*BBB FYI (As requested by the customer, BBB please do not send to the customer this information is to let BBB know we have reviewed and handled the customer request.)
As requested, Audible has opted out the customer from receiving emails from us. If they have received any further correspondence please call Audible at ***-***-****.
Have a healthy new year!
Customer Answer
Date: 01/16/2024
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*** ******
Initial Complaint
Date:12/06/2023
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 mistakenly signed up for an Amazon/Audible subscription on Nov. 2nd. The following day I received an email thanking me for enrolling in their offer. I immediately tried to cancer and since Nov 3rd making multiple attempts to cancel have not received any satisfactory response. Audible says to contact Apple and Apple says to contact Audible. I have since received notification that I will be billed on Jan 3rd, ****. I am contacting the credit card company to inform them to refuse payment to any and all bills from Audible
Business Response
Date: 12/07/2023
Hi ***,
Without contact information we are unable to locate and assist with the customer request. This matter can be resolved by a phone call to Audible at ************** or by going on line at Audible.com.

I hope this helps.
Initial Complaint
Date:12/05/2023
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 truly like audible but cancelled my membership. The first issue is one credit cost me $17 a month with tax which I was fine until I noticed some of the books are way cheaper as cheap as $4 if you just buy them while they charge you a full credit =$17 . If you use your credit. So I cancelled the plan all together. Received alert I could receive a better deal of 2 credits a month for $22.95! It doesn't work they are trying to make me stick with the $17 plan for one credit! No matter what plan you pick if it's better than the one you have it doesn't work. Upon this I used the chat box only for them to say they don't know what happening and it doesn't work for them either. So if they don't care to fix I don't care to keep my membership.
Business Response
Date: 12/07/2023
Hi *********,
Audible constantly tries to improve our listeners experience. I have taken your experience and given it over to our development department. Due to the volume of request they receive, I will not be able to update you on your request. You do have options of different memberships that *** work for you. However, if you wish to cancel your membership, you can respond to this email, or our ************* team is available to assist you from 8:00 am to 12:00 pm EST, 7 days per week by phone. We encourage you to please visit the following web address to contact us or you *** call **************. We also highly recommend you visit our online *********** for answers to commonly asked questions and topics.

Awaiting your response.

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Audible is NOT a BBB Accredited Business.