Complaints

• Initial Complaint

  02/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted to cancel my Brainly trial four times before my trial ended. Each time, I reached a confirmation page stating that my cancellation was successful. Despite this, Brainly still charged me for a subscription and now refuses to issue a refund.When I contacted their support team, they falsely claimed that I never attempted to cancel, even though I know I did. Their system either failed to process my cancellations or did not retain a record, which is not my fault. Seeing online, this seems like a consistent issue for many other customers. I immediately canceled again after noticing the charge, yet they still refuse to acknowledge my previous cancellation attempts.Brainlys refusal to refund an unauthorized charge is deceptive and unfair. I am requesting:A full refund for the unauthorized charge (37.5)A confirmation that my subscription is permanently canceled so this does not happen again.If this issue is not resolved, I will escalate further, including disputing the charge with my bank and reporting Brainly to the ************************ (FTC) for fraudulent billing practices. I hope Brainly will take responsibility for this mistake and issue a fair resolution.

  Business response

  02/27/2025

  Hello ****,
   
  Thank you for your message.
   
  As previously informed, no registrations of any cancelation attempts were shown in our log. If your free trial had been canceled, you would have received an email cancelation confirmation.

  Additionaly, if you did have issues canceling your subscription, you could have contacted our support team before the charge went through to cancel your trial in time.

  Once again, we understand that missing the cancellation window may feel frustrating, and we truly empathize with your situation. Our goal is to always communicate our cancellation policies clearly and transparently while trusting our users to review the information provided.
   
  If you have any other questions or need assistance, please let us know.

• Initial Complaint

  02/06/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a free trial. The day before I was charged I checked my account to cancel and my online portal said that I was using a free account, the next day I was charged. I want to be refunded ASAP. They have not telephone or chat. I am furious. I was charged even though I cancelled and shouldnt have been. I want my ***** back and subscription cancelled immediately!

  Business response

  02/06/2025

  Hello ********
  
  Thank you for contacting us. 
  
  Wed like to inform you that we will not process your refund request, and take a moment to clarify our policy. 
  
  As noted on the payment page, we dont offer refunds once the subscription has started. In addition, we send an email 24 hours before the trial ends to inform our users that the payment will be processed automatically if the free trial is not canceled, and to remind them that we do not provide refunds.
  
  We went ahead and canceled the subscription on account **************. It means that the subscription will remain active until 03/06/2025, but you will not be charged again.
  
  If you have any questions or need further assistance, please dont hesitate to reach out. Were here to help you make the most of Brainly moving forward.

• Initial Complaint

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About a month ago I signed up to receive a trial subscription for a week to Brainly.com. I decided before the week ended not to subscribe. They willingly cancelled my subscription BUT would not refund my year. And I am unable to use my subscription for this year because I dont have an account and cant get in. There is no phone or email that I can use. I would so appreciate your help. ****** *****

  Business response

  01/29/2025

  Hello ******,

  Thanks for your message.

  We'd like to inform you that your account remains active until Dec 13th, 2025.

  Your username is LenoreCohen46 and the email to access it is *************** The last time you logged in was on Dec 21st, 2024.

  Please let us know if you have any questions!
  
  Best,
  
  Brainly Team

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not authorize this charge nor subscribe to this service. I emailed their customer service and was told they don't do refunds, but that they wouldn't auto-renew next time. I have no use for this service and am disputing the charge with my credit card company.Fraudulent practices by this company.

  Business response

  08/14/2024

  Hello *******,
  
  Thank you for your message.
  
  If you think your card has been used fraudulently, we advise contacting your bank. They will help you get your funds back and will secure your card to avoid any future unauthorized charges.

  We understand it might be a disappointing experience, but we must emphasize that our policies are stated explicitly in our ************ Terms of Use, and email communications sent to ********************. 
  
  We do our best to communicate clearly and transparently, and cannot take responsibility for not following the procedure on the users end.
  
  Should you have any further questions, please do not hesitate to contact us.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/22/2024 I paid for a monthly subscription for $10/month. I was informed on the site I would be charged again on 8/21, a month later. 7/29/2024 a WEEK LATER this website charged me $39. I can see both charges on my bank statement. I did NOT start a free trial, I paid the full price for a MONTHLY subscription, and should not have been charged at all for anything again until 8/21! Today is 7/31! I logged into my account and of course, I only see that my subscription is monthly, for $10 a month, and that I would be charged again 8/21. There is nothing there about $39, even though they definitely charged my card on file for that amount. I need to be refunded immediately, as this was NOT after any free trial, this charge occurred after I already paid for a monthly subscription 7 days prior! I have included screenshots showing my bank statement with the two charges of $10 and $39 respectively this month from Brainly, as well as the account page showing I only have a monthly $10 subscription and indicating the next billing date as 8/21/24.

  Business response

  08/05/2024

  Hello ********
   
  Thank you for contacting us.

  According to the update we received from you in the conversation with our customer support team, the issue has already been resolved, and the payment for your additional subscription has been refunded by your bank.

  If there is anything else we can do for you, please contact us again.
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I attempted to close my account and this website won't allow me. I never needed a password to set the account up since I signed in using my email ******************************** Now the website won't allow me to delete the account unless I enter a password that was never set up. I attempted to send the company a message and the website wouldn't allow that either. I want this account deleted.

  Business response

  07/26/2024

  Hello ******,
  
  Thank you for your request.
  
  Your Brainly account ******************** has been deleted.
  
  We're sad to see you leave our community, and we hope you join us again soon!
  
  Let us know if there's anything we can do to improve your experience on Brainly!
  
  
  
  **At Brainly, we take great care to ensure the highest level of security around your data while staying transparent about the information we collect about you and how we use it. With that in mind, if you have any questions regarding the use of personal data and exercising your rights related to this use, please contact us - *********************************** Despite this, if you feel that the law has been infringed while processing your personal data, you are entitled to lodge a complaint with the President of ************* Protection Office.
  
  As part of your data privacy rights, you have the power to access your data, obtain a copy, rectify them, erase them, limit their usage, as well as data portability rights and object to their use by Brainly. Remember that any consent given on the Brainly platform is voluntary and can be withdrawn at any time. After completing your request, we will no longer use your personal data for this purpose, and it will be archived for the duration of the limitation period.

  Customer response

  07/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date was June 27 2024 Brainly took ***** from my debit card which was unauthorized. I would like them to cancel any subscription that i possibly have with them and if possible please refund my money. Thank You Routing# *********** Account# **************

  Business response

  07/04/2024

  Hello ******,
  
  Thank you for contacting Brainly.
  
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
  
  The subscription on account coleenwilkes has now been canceled. It will remain active until the end of your plan, but it will not auto-renew.
  
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to **********************. 
  
  If you have any questions, please always feel free to get in touch.

  Customer response

  07/10/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My card got charged $40 for a subscription that I NEVER paid for or agreed to. I saw this on my online banking app and I was so confused. It was a year long subscription for Brainly. Brainly is an app where students help tutor eachother but you have to pay if you need more than a few questions answered. Whilst I did have the app, I never paid for a subscription and I only had it because of my online credit recovery course called edmentum. The thing is, my edmentum course was over the same day that purchase was made. I didnt need nor want the subscription. Especially for a whole year?? You have to be out of your mind to pay $40 for answers that are wrong half of the time. I went to the help page where they sent me to text AI. I told the robot that they need to terminate the account and subscription that was linked to my card and refund me. It then referred me to a real human because it could not understand what I was trying to say. I then contacted costumer service via email. 10 minutes later I got a response so I was very hopeful. Mind you it was 6:53am so the fact that the real person responded so quickly made me feel much better. But when I open the email, the person tells me that they simply don't issue refunds and basically it is what it is. So, after I got out of school i went back to the consumer service AI thing and it absolutely REFUSED to refer me to a real person. They finally sent me to this page where I could type in the issue I have. Again, I told them to deactivate the account and just anything to get my money back. I sent this second complaint at around 3pm. After about two hours I was so over it and I just replied to the original email from earlier this morning and said that I would be contacting you guys. That was around 5pm, it is now 11:30pm and I have heard nothing. I really just need them to terminate the account with the subscription and refund me my $40.

  Business response

  06/14/2024

  Hello ********,
   
  Thank you for contacting Brainly.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.

  If you think your card has been used fraudulently, we advise contacting your bank. They will help you get your funds back and will secure your card to avoid any future unauthorized charges.

  The subscription on account isabellaanderson1 has already been canceled. It will remain active until the end of your plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds.

  Customer response

  06/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The message that the business forwarded to you was the identical message that I was sent days ago. They still have not provided me an explanation as to why this subscription was linked to my account. Also I still have not received  any sort of compensation for the $40 that my card was  charged. I am so beyond distraught. I never thought that something like this would happen to me. I dont know what to do anymore and I need help.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  06/27/2024

  Hello ********,
   
  Thank you for contacting Brainly.

  You created the account isabellaanderson1, associated with the email address ****************************************, and initiated a Brainly Plus free trial there.

  This trial was later converted into a paid subscription, since it was not canceled beforehand. Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ****************************************. 

  As we informed on our previous emails, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  The subscription on account isabellaanderson1 has already been canceled to avoid further renewals. It will remain active until the end of your plan, but it will not auto-renew.
   
  If you need any other information, please let us know.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday May 29 Brainly charged my bank account for a subscription fee of $39. Immediately I emailed asking for a refund & logged in & canceled the subscription. We are taking within two mins or less of seeing the charge. On their website they claim they send out a reminder email of subscription charges 7 days prior to processing the fee. No such email ever came to me, checked junk, spam, everywhere. Response I received stated no refund would be given. How can a company claim to send an email, yet not do it, then charge a persons account & refuse to issue a refund when a customer requests only seconds after the charge is made!?! Granted I understand if I responded days/months later. No opportunity was given to remind the customer that a charge would be made 7 days later. The most frustrating part is my grocery order got canceled because of their charge. People should be warned to not subscribe because without warning you will be charged & no refunds given.

  Business response

  05/31/2024

  Hello *******,
   
  Thank you for contacting Brainly.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  Our system indicates that the subscription on account missmommat was canceled after it was renewed. It will remain active until the end of your plan, but it will not auto-renew. We double-checked and can confirm all the emails were sent and delivered to this email address ********************. Our system recorded that a 1-day expiration reminder was opened before the subscription was renewed, 30 minutes after it was received. Please see the screenshots attached.
   
  Brainly subscriptions are recurring, which means they renew periodically until canceled. When the subscription is about to renew, we send expiration reminders, and we inform the users that we do not provide refunds if the subscription is not canceled on time. Our system clearly indicates that all the information was sent to this email address ********************.
   
  If you have any questions, please always feel free to get in touch.

  Best,
  
  Brainly Team

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up a one week with this company. I understand the importance canceling trials with the time frame, but anybody I have ever done a trial gives you some type of warning of trial coming to an end. Brainly did not. My biggest problem though is the money came from a different payment method than what I put. The greed from this company clearly shows as I read all other complaints as well. As a teacher and a mother I would NOT suggest this company. I get if you canceled a week or month after your trial started but I canceled the day of. Won't issue a refund despite not using the service. In times where money is tight, I needed that refund. The company refuses despite no warning, incorrect payment method, and canceling day of.

  Business response

  05/17/2024

  Hello ******,
   
  Thank you for your reply.
   
  Unfortunately, we wont be able to process a refund, as according to our policy, refunds are not available. You can learn more about it in our email communications and in our Help Center.
   
  Our system indicates that the subscription on account ******** was canceled after the free trial turned into a paid subscription. It will remain active until the end of the plan, but it will not auto-renew.
   
  Note that to activate the 7-day free trial, a user must confirm they want to start it, understand it will turn into a recurring paid plan if not canceled, and be aware that we do not provide refunds. This information was included in the emails sent to ****************** (attached to this message). 
   
  If you have any questions, please always feel free to get in touch.

*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. ↩