Complaints

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:04/11/2023

  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.

  The date of the transaction was on 4/3/2023. I contacted them the next day to cancel my subscription that I wasn't aware of and ask for a refund, they said they would send the money back. I called them today(4/11/23) for an update and now they've changed there mind for some reason and refuse to refund

  Business Response

  Date: 04/11/2023

  Customer had an active account and canceled the account on April 4. Our terms state there are no refunds after trial period ends. Customer was sent following email confirming cancellation and that they can continue to use the unlimited service until the end of the paid period.
  

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

  All You Can Books Cancel Confirmation
  ****,
  Thank you for trying our Unlimited Audiobooks, eBooks and Foreign Language
  study service!
  This serves as a confirmation that on 04/04/2023 you have cancelled your
  membership with All You Can Books. By cancelling this account, you will not
  receive any more charges. You can continue using the service until
  05/03/2023.
  For the rest of your prepaid term you have full access to
  AllYouCanBooks.com. You can download HUNDREDS of dollars worth of popular
  audio books, e-books and foreign language audio courses - as many as you like
  for no additional charge. And the best part is they are all yours to
  keep!
  Questions? Please call or email our friendly **************** anytime at
  one of the phone numbers below.
  Enjoy the books! We thank you again for your business!
  P.S. Please don't forget to pass our name and website - Books">www.AllYouCanBooks.com - to some of your friends, family,
  neighbors and co-workers so they can also take advantage of this great FREE
  Audiobooks, eBooks, and Foreign Language courses Offer. They will thank you
  for the information.
  Have a great day,
  All You Can Books ****************
  *****************************************************

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because: they need to clarify there no refund policy on there app/site. 

  Business Response

  Date: 04/27/2023

  We apologize for any inconvenience but the Terms to which you agreed clearly state there are no refunds after trial ends. By cancelling this account, you will not
  receive any more charges. You can continue using the service until 05/03/2023.

• Initial Complaint

  Date:04/03/2023

  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.

  "ALL YOU CAN BOOKS" is a dishonest business. My wife likes to listen to audio books and I assume she signed up for a free trial, back in May of 2020. Neither she nor I ever used the service and never knew that this company was continuing to bill our credit card for $19.99 / month for about 2 1/2 years. When I finally noticed this, I emailed the company and notified Discovercard, the credit card which was billed. "ALL YOU CAN BOOKS" would not refund our money. I disputed the charges to ************ and initially they refunded all of the charges but ended up re-charging us, saying that we lost our dispute. This 'free trial' business practice needs to be watched closley by all of us. I understand that it's our responsibility to manage these things, but when mistakes happen and it's clear that the service was never used, an honest business would refund the money. If we were using the service through the years, I wouldn't expect anything, but we never used it as far as I can tell. We charged 28 months * $19.99 totaling $579.71 from ***************.We are not the only ones either. This company has many other complaints against them and needs to be held accountable.

  Business Response

  Date: 04/06/2023

  Customer canceled November 2022. Upon reviewing your account, I see you were given 30 full days to try our unlimited services for absolutely FREE. As we did not receive any cancellation requests, your trial membership was conveniently converted to a full membership so that your services remained uninterrupted as per the Terms to which you agreed when signing up for the service.

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:   

  This is how All You Can Books  has responded so far. Essentially saying, 'we make much of our money by taking advantage of people who sign up for a free trial and forget about it. An honest company would look at the lack of any activity by the person and understand exactly what happened. They would simply refund the money. This company just doesn't have any integrity. If they did, they would make plenty of money by people subscribing and actually using their service.

  Business Response

  Date: 04/20/2023

  We have already canceled customer's account and issued 3 courtesy refunds. There is nothing further we can do.

• Initial Complaint

  Date:03/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been scammed by All You Can Books. This company offers you free 30 days trial, to try their product and at any time you can cancel and you will NOT be charged a thing, so how about after a few days I decide I no longer want this and I cancel way before the exact cancelation date back in 12/22 and it is not 3/23 and they charge my debit card $19.99 and when I call this company the lady says she can see where I cancelled my subscription in 12/22 and she doesn't know why after all this time I was charged, but she put in a request that my cancelled account is reviewed for a refund. So now it is 3/07/23 and a lady calls me and tell me that the subscription was cancelled on 3/06/23 and I am like what?. I said no, I called and talked to one of your agents about me cancelling the subscription in 12/22 and why was I being charged for it now, but wasn't charged for it in 01/23, or 02/23... Make it make sense. She couldn't explain, so she said she would most definitely have someone from accounting to check this out because it makes no sense and even she said she could see where they messed up and told me I could keep my account active; until my 30 days was up, in 12/22, but it is 03/23. Then on 3/07 or 08, I received an email stating they don't give refunds and I could continue using their website for an extra 30 days, how can this be a refund, when I am paying you to use the site as of now? If didn't read your books for the WHOLE free 30 days, when it was free, what makes them think I want to use it for free now, especially when you stole money from my account, in order for me to continue it, but the emails are incriminating enough for them to be charged with thief. I will NOT take this lying down. I am ALL about my rights, you stole from me... I also have another question. If I owed them but didn't cancel, why didn't this company take out for January, or February?

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/03/15) */ Customer was issued a courtesy refund on 03/12/2023 for full amount and account canceled. Consumer Response /* (2000, 7, 2023/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accepted All You Can Books' offer, giving me a refund of $19.99. This is all I was asking for in the beginning. Thank you BBB for a speedy resolution.

• Initial Complaint

  Date:12/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled a free trial immediately after subscribing but have been charged three monthly fees subsequent to this. I have contacted them and they say that I didn't cancel and refuse to refund my money. It is evident in their own software that I only accessed their product for a total of 4 minutes yet I have been charged $19.99 USD three times. My many emails to the company explaining this are answered with a refusal to refund.

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 6, 2022/12/06) */ Customer sent following email on 12/1/22 and we sent them instructions how to cancel on the same day. Customer canceled account that day on 12/01/2022 05:03:39 PM CST. Customer used the service as recently as 11/18/22 - 2 days after the last charge on 11/16/22. On a ******* Screen ** ******** ******* Download Audiobook 11/18/2022 02:31:13 AM Orientations ** ******** ******* Download Audiobook 11/11/2022 05:03:44 PM . *************** 12/01/2022 01:07:55 PM Dear *****, Thank you for your email and interest in our UNLIMITED Audiobooks and eBooks service. Please let us know if you have trouble accessing our books or have questions about using the service. You have UNLIMITED access to download over 40,000 entertaining, dramatic, romantic, educational, historical, frightening, hilarious, and just plain terrific audiobooks and ebooks on any device you choose. Once downloaded, it's yours to keep and enjoy! So you can listen to an audiobook on your smartphone while driving to work, at the gym, or even walking the dog, and you can also keep another file of it on your home and work computers or tablet of your choice to curl up with in the evening. If you can't find the exact book you're looking for now, we're constantly adding new books and content, so be sure to come back often to discover new selections. Also, don't forget to check out the UNLIMITED access to Language courses and podcasts we now offer! You can cancel your participation in this program by going to: https://www.allyoucanbooks.com/cancel. There are no restrictions, so cancel anytime you feel like you're done exploring all that we offer! Sincerely, ******* AllYouCanBooks Customer Service ****@allyoucanbooks.com Original Message From: "***** ******" Sent: Thursday, December 1, XXXX X:XXam To: "All You Can Books" Subject: Cancel subscription Hello I am completely confused about this service. I would like you to cancel my subscription, if I still have one and ensure no more payments are taken. I cannot find how to do this on your website or in the app. Please advise. ***** ****** ***** ****** XXXXXXXXXX Consumer Response /* (3000, 8, 2022/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have used the app for 4 minutes and 46 seconds total. This is evident in the software. I did ask them to cancel for me when I realised I was being charged. This was because I had difficulty finding how to cancel.but when I did not receive a quick response and I was concerned as my cancellation of the trial which I believed in good faith that I had processed immediately after subscribing and trialling, had not gone through, I persisted and eventually found how to use a very obfuscating cancellation process. Subsequent to this, the company did respond and told me they had cancelled my subscription. As stated I had already done so. How were the company able therefore to cancel when I had already canceled? This chain of events reveals a glitch in the cancellation process or system which must have also occurred when I cancelled in the free trial period. I stand by my assertion that I did cancel within the free trial period and should be refunded subsequent charges. There is evidence that I only used the service for 4 mins 46 secs. The recent download was when I discovered the charges and went into the app to test my access as I believed I had cancelled. Also The company say I have had two free trial periods as I sent them a cancellation acknowledgment email from January 26 2022, also sent to BBB. They said this referred to a previous free trial period. I do not believe they offer multiple free trial periods however so how can this be the case? I believe that there are major flaws in the cancellation process, in the design of access to that process and in the free trial process itself, which put the customer in a confusing and precarious position where they are quite likely to end up in the situation I now find myself where the company says I didn't cancel but I did follow their cancellation steps. In light of the disputed cancellation and the system anomalies mentioned above, I believe the only objective measure of service received through this platform is the amount of time spent in the platform (4mins 46 seconds) which could not possibly have constituted value for the amount charged. The company declared that they had cancelled my account after I had cancelled it when I discovered the charges. By their own admission therefore it is possible for a cancellation not to take effect and for an account to be cancelled multiple times. Again this points to flaws or glitches within the cancellation system. I therefore stand by my request to have my money refunded. I did cancel within the free trial period. I did not use the product. Business Response /* (4000, 10, 2022/12/09) */ Customer canceled the service and received confirmation that the service was canceled. Customer used the service throughout their full membership and downloaded book after the last charge. We will not be able to issue a refund as service was used. Customer used the service as recently as 11/18/22 - 2 days after the last charge on 11/16/22. On a ******* Screen ** ******** ******* Download Audiobook 11/18/2022 02:31:13 AM Orientations ** ******** ******* Download Audiobook 11/11/2022 05:03:44 PM Consumer Response /* (4200, 12, 2022/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the company's assertion about my use of their service. I still have their app installed which clearly records my access was 4 minutes and 46 seconds in 6 listening sessions. This is completely consistent with a trial and very obviously not use of the downloaded books which I found impossible to listen to due to poor quality reading and accents I had difficulty understanding. I continue to believe I have been wrongly charged and am entitled to a full refund.

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial. I contacted their customer service department by email on 10/20/2022 and canceled before the end of the trial period. They charged my card $19.99 anyway. When I brought this to their attention they claimed they had sent me an email giving me additional steps to cancel. I received no such email. Their reply to my cancellation request only referenced a promotion they were having and did not mention cancellation at all (screenshot attached). I did not use the service after the free trial. But they have repeatedly refused to refund my money. Clearly this organization is using their free trial offer to scam people.

  Business Response

  Date: 03/06/2023

  Business Response /* (1000, 5, 2022/12/03) */ Below is the email we sent customer on 10/21/2022 05:55:07 AM cst. Customer logged in and canceled their account online on 11/08/2022 01:55:13 PM cst. Account is nlow closed and there have been no charges since. Customer also downloaded the following books during their membership. 1. Riders of the Purple Sage Zane Grey 2. The Art of War Sunzi 3. Spanish - Beginner - Class 1 Learn to Speak Download Audio Course ************ ******* , Thank you for your email and interest in our UNLIMITED Audiobooks and eBooks service. Please let us know if you have trouble accessing our books or have questions about using the service. You have UNLIMITED access to download over 40,000 entertaining, dramatic, romantic, educational, historical, frightening, hilarious, and just plain terrific audiobooks and ebooks on any device you choose. Once downloaded, it's yours to keep and enjoy! So you can listen to an audiobook on your smartphone while driving to work, at the gym, or even walking the dog, and you can also keep another file of it on your home and work computers or tablet of your choice to curl up with in the evening. If you can't find the exact book you're looking for now, we're constantly adding new books and content, so be sure to come back often to discover new selections. Also, don't forget to check out the UNLIMITED access to Language courses and podcasts we now offer! You can cancel your participation in this program by going to: https://www.allyoucanbooks.com/cancel. There are no restrictions, so cancel anytime you feel like you're done exploring all that we offer! Sincerely, AllYouCanBooks Customer Service [email protected]

• Initial Complaint

  Date:11/06/2022

  Type:Customer Service 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 was lead to the site by an ad and thought I'd give it a try. They were offering unlimited ebook and audiobook downloads through a 30-day free trial, with the promise you could cancel at any time. During sign up there was no mention at all about how much the subscription would even cost after the trial, but I signed up anyway. After browsing their site I found the selection they offered was too limited, and consisted mostly of titles you can easily get for free from any other ebook service. So I decided to go ahead and just cancel immediately. However, not only does the account page still not list how much their subscription normally costs, there is no option at all to cancel or even just delete the account entirely. This all feels to me like they are simply running a scam, and seeing reviews and complaints of other people having problems with them only confirmed this for myself. I've sent an email to their customer support to have my account deleted, but based on other people's experience getting the run around I doubt anything will come of it, so I will likely have to cancel the card connected to the account.

  Business Response

  Date: 02/15/2023

  Business Response /* (1000, 7, 2022/11/22) */ The account is now closed. Membership information and pricing are included throughout the website including on home page under "How It Works". Customer also had to check the box stating they understood the terms. There is also an email confirmation sent with cancellation instructions and pricing.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have never downloaded anything from this company. They ended up charging my card $19.99 and refuse to issue a refund as their stance is that the "Conveniently" rolled a trial membership into a subscription. They state to refund even though I have never downloaded anything because I did not cancel before they charged the account. They dodged my refund request until the fourth reply, and then refused. I find it very poor business practice to refuse a refund for a service that has never been used and I made clear I do not plan to use.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/27) */ Upon reviewing your account, I see you were given 30 full days to try our unlimited services for absolutely FREE. As we did not receive any cancellation requests, your trial membership was converted to a full membership so that your services remained uninterrupted. Account was canceled earlier today per your email request. You can continue to use the website and all included services for remainder of prepaid term. For security purposes, we ensure that credit card, including CVV information and email address used to sign up with our services, are valid. Upon validation of your information, we see that you checked the box agreeing to the terms & conditions of our services during the signup process. Should you need to re-read the terms & conditions of our services, please revisit the confirmation email we sent immediately after signing up or visit our homepage, and you'll find all the details fully displayed. Consumer Response /* (3000, 7, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company refuses to acknowledge that I have never downloaded anything. I checked my emails and the only communication I ever received from them prior to yesterday was in 2021. Not one month ago. All I want is for a company to be upstanding- realize this account has never been used, and refund the fee. Due to the poor customer service, I will never download anything even though their stance is that I can. Basically- this company is STEALING money when I have never used the service, and never will. Had a notice been sent prior to the fee being charged, I would have GLADLY cancelled prior. This is sneaky business practice to make sure the company dishonestly gets at least one fee from the consumer and refuses to make the situation right. Business Response /* (4000, 9, 2022/09/30) */ You can see the program and fees are explained right on the home page under How it Works. Upon validation of your information, we see that you checked the box agreeing to the terms & conditions of our services during the signup process. The program information is also included on the confirmation page and the email confirmation sent right after the signup for the trial. While the terms explain that there are no refunds after trial ends, customer can access the site and have unlimited access for the remainder of their membership. Consumer Response /* (4200, 11, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is a scam. I should have taken the warning prior to anything. Several people have voiced concerns about this terrible business practice and it makes me Ill to think of How much money you have made off of unsuspecting people who were not given a courtesy reminder that they would be charged. You may have gotten $20 from me, but I will see to it that everyone knows about my experience and your unethical practices. Business Response /* (4000, 13, 2022/10/04) */ Everything is provided up front and explained multiple ways both on our home page, on order page, at checkbox, on confirmation page after placing order and finally in email confirmation sent at time of order. You can see the program and fees are explained right on the home page under How it Works. Upon validation of your information, we see that you checked the box agreeing to the terms & conditions of our services during the signup process. The program information is also included on the confirmation page and the email confirmation sent right after the signup for the trial. While the terms explain that there are no refunds after trial ends, customer can access the site and have unlimited access for the remainder of their membership.

• Initial Complaint

  Date:09/19/2022

  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.

  05/04/2022 05/24/2022 07/09/2022 08/01/2022 There are no emails from this company welcoming me to a subscription etc. and I have never made a purchase

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/20) */ Customer has already been issued 2 courtesy refunds. For security purposes, we ensure that credit card, including CVV information and email address used to sign up with our services are valid and match. Upon validation of your information, we see that you even checked the box agreeing to the terms & conditions of our services during the signup process. Should you need to re-read the terms & conditions of our services, please revisit the confirmation email we sent immediately after signing up or visit our homepage. You'll find all the details fully displayed. Customer signed up and received confirmation welcome email below to the email on file, ***********@gmail.com. Welcome to AllYouCanBooks.com ***, Welcome! You can start to download and enjoy books immediately! We have over 40,000 amazing e-books and audio books plus 100's of foreign language courses that work on any device. We also add new books daily. So be sure to come back often to discover new selections or to replace the ones you've finished. You have UNLIMITED access to download any of over 40,000 entertaining, dramatic, romantic, educational, historical, frightening, hilarious and just plain terrific audiobooks and ebooks. Put them on any device you own. They are yours to keep. We also have 100's of foreign language audio courses, e-textbooks and e-workbooks so you can easily learn a foreign language at your own pace. So listen to an audiobook on your iPhone while driving to work or study a foreign language while at the gym or walking the dog. Keep another set on your home and work computers. Then curl up in the evening with one of our eBooks loaded on your Kindle, iPad or Nook. If you need a little help, get easy, step-by-step instructions: Help">www.allyoucanbooks.com/help. Please email your friends, family, neighbors, or coworkers about our website - Books">www.AllYouCanBooks.com - so they can also download UNLIMITED Audiobooks, eBooks and Foreign Language courses for FREE. HELP Get easy to follow answers for all your questions at: Help">www.allyoucanbooks.com/help. CONTACT US Questions? Our friendly customer service is available 24 hours a day, 7 days a week, 365 days a year including holidays. Email us at ****@allyoucanbooks.com. PRIVACY All You Can Books is committed to protecting your privacy: Privacy Policy">https://www.allyoucanbooks.com/privacy-policy HOW DOES THIS SERVICE WORK? All You Can Books gives you UNLIMITED access to tens of thousands of Audiobooks and eBooks plus hundreds of foreign language courses. Download as many audiobooks, ebooks and language audio courses as you want during the free 30-day trial and all the books are yours to keep even if you cancel during the trial. You can cancel anytime during the trial period and you will NOT be charged. Then it's just $19.99 per month after that. So for the price everyone else charges for just 1 book, we offer you UNLIMITED audiobooks, ebooks and foreign language courses to download and enjoy as you please. No restrictions. For your convenience, we will begin billing you automatically for membership fees at the end of the free trial period unless you cancel prior to the end of the free trial period. We will continue to bill your method of payment on a monthly basis for your membership fee until you cancel. You may cancel your membership at anytime; however, there are no refunds for partially used periods. You will not receive a notice from us that your free trial period has ended or that the paying portion of your membership has begun.

• Initial Complaint

  Date:09/01/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancel the subscription I emailed them three times and they still have not cancel my membership scam company please help with this

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ Customer emailed how to cancel and was emailed instructions how to cancel online. Customer's account is now canceled.

• Initial Complaint

  Date:07/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a free trial from All You Can Books, looking for the audio book of a specific title. After signing up, I found that they did not have the title and cancelled my subscription immediately so that I would not be charged for a service I wasn't planning on using. I got a confirmation email from them stating that my subscription was cancelled and that I would not be charged and I never visited the website again. A few weeks later, unfamiliar charges started coming out of my bank account. I didn't notice them for a few months and then couldn't figure out what the charges were from for the next few months. When I finally googled the code that was coming up with the charges on my account, I was directed to the site. I remembered clearly that I had cancelled the subscription within 10 minutes of signing up and I checked to see if I still had the cancelation confirmation email, which I did. I contacted the company through email and phone and heard back a few times, each with a slightly different story of how I never cancelled and I couldn't get a refund. When I sent a copy of the cancelation confirmation email as proof that I had cancelled, they stopped responding to my emails and request for a refund. I then took up the issue with my bank and disputed the fraudulent charges and got a new debit card so that the company would no longer be able to charge my account. My bank was able to recover some funds, but they were unable to recover everything. All You Can Books is now saying that they refunded all of the charges, but I have yet to see all of the refunds in my account. All I am looking for is a refund from a company which I did not give permission to charge my account.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/07/19) */ Customer did email on January 13 to have her account canceled and the account was canceled that day. Nine days later customer was emailed a friendly automated email asking her to take another look at the service and offering to extend the 30-day free trial with a link to reactivate the trial. Customer clicked on the link, reactivated the trial and received the confirmation email below to the same email address confirming the account was reactivated. In addition, customer service has been replying to ALL the customer emails including emails from "Birkan Y****" who suddenly started emailing on this customer's behalf. We have received and answered more then a dozen emails on this matter. We have also explained to the customer from the beginning what happened. See just 2 copies below. The charges on the credit card statement show our name in full "All You Can Books" and list our toll-free phone number so there should have been no confusion. Customer service also issued refunds for the last 6 charges and told the customer so in several emails. Problem is that the customer canceled that card so the refunds were denied by the bank since that card no longer exists. Customer was still able to receive the refunds from their bank directly as they confirm in the complaint above. So there is nothing more we can do. 1) Email explaining what happened Dear ******, Thank you for your email. The account was cancelled by a member of our team on 01-13-2021. The cancellation confirmation you are referring to is from that time. On 01-22-2021 at 10:18am you reactivated your account via the reactivation link in an email. As we did not receive a cancellation request for our services before this date, you were conveniently enrolled in our monthly membership so that you could enjoy uninterrupted use and UNLIMITED access to our Audiobooks, eBooks, Language courses, and more for just $19.99 a month, which is the typical price of just 1 book. Per our agreed-upon terms & conditions, we do not have a refund policy for our services. If you'd like to re-read the terms & conditions of our offer, please revisit the confirmation email we sent immediately after your sign-up or visit our homepage. You'll find all the details fully displayed. We're sorry to see you go but hope that you were able to explore a whole new world through the thousands of books we offer. Sincerely, AllYouCanBooks Customer Service [email protected] Original Message From: "****** ********" Sent: Wednesday, July 6, XXXX XX:XXpm To: "All You Can Books" Subject: Cancellation Notice Email Here is another copy of my cancellation confirmation email on January 13th. I should never have been charged the 6 charges that came out of my bank account and would appreciate a response and refund. 2) Another email explaining what happened Dear ******, Thank you for your email. I have been looking into your account. The email that is on file that was used to sign up with is *********@skylineschools.com. The account was cancelled by a member of our team on 01-13-2021 and you would have received an email stating this. Upon investigating further, on 01-22-2021 at 10:18am the account was reactivated by H ******** and again, an email would have been received at the same email address as noted above. As we did not receive a cancellation request for our services before this date, you were conveniently enrolled in our monthly membership so that you could enjoy uninterrupted use and UNLIMITED access to our Audiobooks, eBooks, Language courses, and more for just $19.99 a month, which is the typical price of just 1 book. Per our agreed-upon terms & conditions, we do not have a refund policy for our services. If you'd like to re-read the terms & conditions of our offer, please revisit the confirmation email we sent immediately after your sign-up or visit our homepage. You'll find all the details fully displayed. We're sorry to see you go but hope that you were able to explore a whole new world through the thousands of books we offer. Sincerely, AllYouCanBooks Customer Service ****@allyoucanbooks.com Original Message From: "Birkan Y****" Sent: Wednesday, July 6, 2022 12:36pm To: "All You Can Books" Subject: Re: Money We sent you two more cancelation emails received in January! 3) Original Welcome back email after customer reactivated the account: Original Message Welcome Back to AllYouCanBooks.com ******, We have reactivated your account as you requested. You again have unlimited access to over 40,000 eBooks and Audiobooks. You can download books immediately! Go to https://www.allyoucanbooks.com, click the 'Log In' link at top right of your screen and sign-in with your email address and password. Once logged in, browse our huge selection and click on the book you want to download. For more Help, go to https://www.allyoucanbooks.com/help I hope that helps. Have a great day! P.S. Please don't forget to pass our name and website - www.AllYouCanBooks.com - to some of your friends, family, neighbors and co-workers so they can take advantage of this great FREE Audiobooks and eBooks Offer. They will thank you for the information. All You Can Books Customer Service [email protected] Consumer Response /* (3000, 7, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was able to find the emails this company has sent me back on January 22, 2021. Both emails, one with the "Restart Your Free Trial" link (which is located in the middle of the email, not shady at all) and the Welcome Back email seem to be received at 9:18 AM. But here's the good part. Upon further inspection, (and in fact, one doesn't even need to inspect it any further, it can be seen in the inbox of the Outlook service that my school is using, the emails are received in a CHRONOLOGICAL ORDER, the latest showing at the top) by using the "View>View Message Details" option of Microsoft Outlook, I could see that the "Welcome Back" email was received BEFORE the email with the activation link. 1- So from what I think they send twp automated emails at the same time. And if this goes unnoticed and if the person doesn't check their account statement for any unknown charges, this company takes their money. 2- I have to say this again that I NEVER clicked on the RESTART YOUR FREE TRIAL link. 3- The email with the link apparently was sent AFTER the WELCOME BACK email as explained above. 4- We were so confused about all of this that we have recently found out that this company has taken money for 17 times instead of 6! This amounts to a total of $339.83. My bank was able to recover 4 of these. 5-All you can books DIDN'T refund the money. MY BANK was able to recover 4 of the payments. And they said they couldn't see any other refund from allyoucanbooks. Refunding process has nothing to do with the card being canceled by the way (this is what allyoucanbooks was claiming). 6-Why did allyoucanbooks say they had refunded 6 payments by the way? What happened to the other 11 times? The lady on the phone could easily see the exact dates that the payment went through. 7- We want a full refund of 259.87. If you're unable to make a refund to the canceled card then we're happy to give you an account number so that we can get the money that you've taken from us. But we are not letting you take our money this way. Please email me to get my account information if you're willing to make a refund. 8- We'll be making a new complaint to ic3.gov, for the second time, with these new details. Business Response /* (4000, 9, 2022/07/25) */ As the customer confirms, the Welcome back email was sent 01/22/2021 10:18:52 AM CST - right after customer clicked the link to reactivate and extend trial. That is the only way to receive this welcome back email. The original email inviting the customer to extend the free 30-day trial is automatically sent to all between 5-7am CST. As for refunds, we're glad to hear the customer was able to receive 4 refunds from their bank. For security reasons there is nothing more we can do since the original card has been canceled. Consumer Response /* (4200, 11, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not addressing anything in my response. I want the full amount back. I did not use their services. I didn't click on any link they sent me and did not download a single book in those 17 months. BBB is crawling with complaints about this company. I want my money back! What security reasons are you talking about, send me my money! Contact me via my email address and then send me my money. Business Response /* (4000, 13, 2022/07/28) */ Customer confirms they received the original invite to restart the 30-day trial and they confirm they received the welcome back email confirming they restarted the trial. Customer restarted the trial and stayed on since then until canceling the account on 07/07/2022. The customer has already confirmed they received 4 refunds through their bank, they have canceled their original credit card so there is nothing more we can do. Consumer Response /* (4200, 15, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't click the activation link on their reactivation email. I never used their services in 17 months. I want a full refund. Why were they keeping my card info AFTER I told them I wanted to cancel my subscription anyway??? I want the money you've taken me for 13 months and that's because I was able to get the last 4 payments. I want someone from allyoucanbooks.com to email me about this as soon as possible. I want my $259.87.