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Business Profile

Digital Media

Audible

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Digital Media.

Complaints

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

Find a Location

Audible has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Audible

      One Washington Place Newark, NJ 07102

    • Audible

      1 Washington Place Newark, NJ 07102

    Customer Complaints Summary

    • 234 total complaints in the last 3 years.
    • 105 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.

    Sort by

    Complaint status

    Complaint type

    • 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. 

       

       

       

    • Initial Complaint

      Date:11/24/2023

      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 found there is charge of $5.95 shown on my card from "audible amzn.com/bill" on 11/22/2023 and I believe it is a monthly subcription charge. But I don't have any account setup with amazon/audible at all, which means it is not me to order that subsription. so I called the audible customer service today on 11/24/2024 to report this issue and provided the bank transaciton confirmation code --9 digit code) and ask them to refund the charge and cancelled the subcription. (it should be somebody else stolen my card number). However the representative said they are not able to allocate the user and keep asked me the email related to the charge. How can I be able to know who stole my card number? The representative said what I can do is to dispute from my bank and he doesn't care if somebody stole my card. Yes, I reported this to my bank and dispute the charge already, however I just wonder if audible/amazon can do something help to allocate the person who stole the card info. thanks!

      Business Response

      Date: 12/12/2023

      Hello ***, My name is ******* and I received your complaint regarding the charge you received from Audible. I was unable to locate an active Amazon or Audible account associated with the email address ********************** If you happen to use a different email address as your Amazon sign in, please send your request for a refund from that email address to exec-********************************** and use the subject line Audible BBB Escalation/ Complaint ID#********/JE for faster processing. If you do not have an Amazon account, please provide the following information: 1. Date of the charge(s) 2. Amount of the charge 3. Last 4 digits of the credit card that was charged 4. The transaction ID number associated with the charge from your bank statement. If you would like to discuss this via telephone, I am available between the hours of 9 am to 6 pm EST Tuesday- Friday. Please leave your number and the best time to reach you and I will give you a call.

      Customer Answer

      Date: 12/16/2023


      Complaint: 20912994

      I am rejecting this response because:

      I exchanged the email with ******* and provided the information per requested, but the situation and answer is same. Audible requires me to provide/verify the account who stole my card information although the charge can be found by ******* in audible system. I just wonder whether audible can help to catch the person who opened the account in audible and did the fraud things by through audible charging system. 

      I dont think it makes any sense to ask the victim like me to provide account who stole my card. I think Audible has the capablity to help to stop this kind of fraudulent cases and help to catch those people who did fraud thing. If not , which means kind of help those people to do the fraud to the victim people like me. 

      Hope Audilbe can do something to stop the card fraud through its system. 

       

      Regards,

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

      Business Response

      Date: 01/03/2024

      Hello ***,

      Thank you for your response.

      I understand that you would like more information regarding the charges that you received. While I am able to locate the charge, I am unable to access the account because proper account verification cannot be established.

      As Audible is an *************** this matter was forwarded to our Account Specialist Team for review. I am suggesting you contact your financial organization for a refund as Audible and Amazon share payment and log in information and purchases can be made on Amazon as well.

      At this time this matter is resolved on our end. If you need assistance with a different issue, please let me know. I am here to help.

      Customer Answer

      Date: 01/03/2024


      Complaint: 20912994

      I am rejecting this response because:

      I have got help from my bank and filed the case to the bank fraud investigation depentment. However Audible won't even try to do the same investigation to catch the source/person/acount who did the fraud. I believe which can help to prevent the similar fraud issue to other people from this person or from audible system.  Unfortunately, I did not see the action Audible will try to do in try to improve in future.     

      Business Response

      Date: 01/03/2024

      Hello ***,

      Thank you for your response.

      I understand that you would like more information regarding the charges that you received. While I am able to locate the charge, I am unable to access the account because proper account verification cannot be established.


      As Audible is an *************** this matter was forwarded to our Account Specialist Team for review. I am suggesting you contact your financial organization for a refund as Audible and Amazon share payment and log in information and purchases can be made on Amazon as well.


      At this time this matter is resolved on our end. If you need assistance with a different issue, please let me know. I am here to help.

      Customer Answer

      Date: 01/03/2024


      Complaint: 20912994

      I am rejecting this response because:

      Let me ask a simple question. Does Audible/Amazon have the fraud investigation department? If 'Yes', please forward my case to them to catch the person, if 'No', then try to establish it if possible which can help to prevent the fraud from Audible/Amazon system. 

      Regards,

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

    • Initial Complaint

      Date:11/23/2023

      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.
      My credit card got stolen, cancelled it.. 2 weeks later got a new... accident sent me to hospital...Today I go on Audible sense I received an e-mail saying my credit card was not working.. I go to the website to enter my new cc info's. Learned I no longer have access to all the books I had bought... School books...my list has been complexly deleted!!! That is like buying a kitchen set and because you rent is late they still your kitchen set... You can`t take back what has been bought.Plus I need it for exams...

      Business Response

      Date: 12/07/2023

      Hi *********, 

      I am showing your library, but I think I know what you experienced. You would need to confirm you are signing into your ** marketplace and not the ** marketplace. Let's try this step, as long as you remember your password, please sign out of your Audible account on your device. When signing back in, you should see "Get Started", "Sign In", "Sign in with an Audible Username" and "Marketplace" click on the flag, chose Audible.com.ca, once you have chosen your "Marketplace" then you should be able to locate your library. 

      Please note, the titles purchased with a credit card are yours to keep. 

       

      Let me know if the steps above worked for you! 

    • Initial Complaint

      Date:11/07/2023

      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.
      I utilize Amazon a lot. When checking my statement about a transaction, I noticed something called audible was appearing. . When calling to ask them what is audible, the representative said that audible was something to do with books and that they have been charging me since March 2019. I never authorize them to take any money nor have I ever ordered anything under audible during the 4 1/2 yrs and was being charged $15.94 all this time on a regular basis. All the time Im placing orders thru Amazon , Audible was billing me as well but I just noticed October 2023. I thought I was only being billed for my Amazon orders only. Not only that, over the course of the 4 1/2 yrs ever time I placed an order with Amazon using a total of 8 different credit and debit cards, audible was taking money out off these accounts without my authorization every chance they could because my information was on file under Amazon. I never had audible and never utilized any type of books under that part of Amazon. I have been communicating with audible for over 2 weeks now and finally today 11/7/23 I received $ ****** refund from them. This amount is not the full amount owed. This amount only covers as far back as 2021. Audible still owes me over 2 yrs in refund that they told me they could not go past what they already payed me and that this is all the refund I can receive. I told the representative that I want a full refund since the starting date of 3/2019 because they took it upon themselves to go into my different accounts and credit cards billing me with no authorization.

      Business Response

      Date: 11/08/2023

      Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days

      Business Response

      Date: 11/13/2023

       

      Thank you for forwarding this correspondence to our office, and we welcome the opportunity to address any questions. Due to policyholder privacy concerns, we are not able to provide specific details to be posted for public view. Accordingly, we will respond directly to the person from who the BBB received this correspondence within 10 business days

      Business Response

      Date: 11/17/2023

      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 request for a full refund of membership fees that you were charged since March of 2019.

      On February 23, 2019, a 30 day free trial was started and the audiobook Getting Past the Affair was purchased with the credit. Since the membership was not canceled within the 30 day period, your membership renewed effective March 25, 2019 and you were charged $***** monthly. When customers sign up for any ****** services and membership, they are informed of the Conditions of Use of the membership and that other credit cards on the account may be charged to keep the membership active. I reviewed your account and noticed that between October 21st, 23rd, and 24th you contacted us to request to be refunded for the full amount of the fees that you were charged. At that time, you were issued a total of 25 refunds and an escalation was created to process remaining refunds. Based on review from our account specialist, 9 of those refunds failed and you had 29 more refunds that needed to be processed. You were granted 38 refunds in total and the refunded amount was $605.72. At this time, you are missing a total of 16 refunds.

      When refunds are issued, they automatically go back to the credit card that was charged. Since these refunds were not rejected, you will need to contact the bank associated with the cards for more information regarding the refunds. If your financial institution informs you that the refunds were not received or have been returned, please ask them to provide a written notice on company letterhead. The letter must include the transaction ID numbers associated with the refunds. Here is the information that you can provide to your bank:

      2 Refunds of ***** posted to MasterCard ending in 22

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2wfYqKuGPgKmndl8eARw
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # CAvTqnpwzgCYTB6GA6jd

      1 Refund of ***** posted to **** credit card ending in 02

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1AjfnqUW6JddhmlRGoS

      10 Refunds of ***** posted to MasterCard ending in 23

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # EBKfOg1RYDDhMBlI8MS9
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 3ewoGJOi5nzpYwhNeffU
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Tk7D8IbonzJKvFiXuuq
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 3HofYUkfIBbea6bx8lwq
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Pfro1ELnJWezLtQh3Fr
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Cov9IoC0iFazGKFsapp
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2Rdq0DG4Zy2LN4243TJ4
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2SDjLP1nKtthwJhlWbsA
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # ykofCsiK6RsCxXvgOizx
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2R3A7wW4oUIsDL86zsll

      3 Refunds of ***** posted to ****** Store Card ending in 50

      Synchrony Bank does not supply us with a reference number for the refunds. The ******.com store card is issued by *************** their *************************** is in the best position to help with questions pertaining to refunds returned the ****** store card. Please contact Synchrony Bank's ****** Store ********************* at ************** (24 hours a day, 7 days a week). If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

      I will continue to check our system to see if the refunds are rejected, however, I recommend contacting your bank's research and recovery department as soon as possible regarding these refunds.

      If you have any questions or concerns, please let me know. I am available Tuesday-Friday between 9 am to 6 pm EST and will be able to speak via email or telephone. Provide your number and the best time to reach you and I will be sure to get in touch with you.

      Customer Answer

      Date: 11/24/2023


      Complaint: 20839485

      I am rejecting this response because:
      The business wants me to go back to follow up with old bank accounts and old cards I no long have.  I want a straight refund like the previous refund deposited into my current bank account or a check Thru mail. All money that is owed I want back in my current account asap.  It is not fair it was taken off my cards and bank accounts over the coarse of 4 and a half years, no activity whatsoever and no letters were ever send to my home or email in regards to any audible transactions .


      Regards,

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

      Business Response

      Date: 11/28/2023

      Hello *****,

       My name is ******* and I am a member of the ************** Team here at Audible. I received your response from the Better Business Bureau regarding your request for a full refund of membership fees.


      I reviewed your request and noted that you were issued a total of 16 refunds were still missing. Refunds are automatically issued back to the credit card that was charged so you will need to contact the financial institution to request an update on these refunds as our system shows that they were deposited. If your bank or credit card company state that they have not received the refunds or have rejected them, we will need written verification from them on their company letterhead stating that fact. Once this information has been received, we will be able to move forward with processing additional refunds. Here is the information regarding your refunds:

      2 Refunds of ***** posted to MasterCard ending in 22

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2wfYqKuGPgKmndl8eARw
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # CAvTqnpwzgCYTB6GA6jd

      1 Refund of ***** posted to **** credit card ending in 02

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1AjfnqUW6JddhmlRGoS

      10 Refunds of ***** posted to MasterCard ending in 23

      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # EBKfOg1RYDDhMBlI8MS9
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 3ewoGJOi5nzpYwhNeffU
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Tk7D8IbonzJKvFiXuuq
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 3HofYUkfIBbea6bx8lwq
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Pfro1ELnJWezLtQh3Fr
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 1Cov9IoC0iFazGKFsapp
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2Rdq0DG4Zy2LN4243TJ4
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2SDjLP1nKtthwJhlWbsA
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # ykofCsiK6RsCxXvgOizx
      Refund Unconditional Deposit - Transaction reference number: *********************** / Order # 2R3A7wW4oUIsDL86zsll

      3 Refunds of ***** posted to Amazon Store Card ending in 50

      Synchrony Bank does not supply us with a reference number for the refunds. The Amazon.com store card is issued by *************** their *************************** is in the best position to help with questions pertaining to refunds returned the Amazon store card. Please contact Synchrony Bank's Amazon Store ********************* at ************** (24 hours a day, 7 days a week). If you don't have your card number, just say "I don't have it" or something similar to reach an agent.

      At this time, the refunds have not been rejected by the bank and we will need the requested documentation to move forward. If you wish to discuss this matter further, please let me know. I am available Tuesday-Friday between 9 am to 6 pm EST.

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