Audible

Upon receiving this complaint, we reviewed the account in question and found that the account associated with Mr***’s credit card was created by [redacted] ***Mr [redacted] joined Audible by signing up for a discounted Audible Listener Gold Monthly membership on March 5, with his purchase of "The First Days"Our discounted Gold Monthly plan is available as a special offer to new customersThis plan starts as $for the first months each, then rolls over to $until canceledThe terms applicable to Mr***’s membership were made available to him at the time he enrolled and are also available at www.audible.com/conditions-of-useMr [redacted] did not make any additional purchases over the course of his membership.There were three customer service contacts, all phone calls regarding canceled and refunding all charges incurred on the account:March 18, 9:AMMarch 18, 9:AMMarch 18, 9:AMIn the interest of continuing to provide excellent customer service, we have refunded Mr [redacted] the remaining charges of and charges of $for a total of $As the account associated with the credit card at issue in the complaint was cancelled, the credit card will not be charged any further membership fees by Audible.Thank you for bringing this complaint to our attentionWe strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction

Audible, Inc(“Audible”) has received a copy of theabove consumer complaint from Revdex.com Serving New Jersey filed by [redacted] .Upon receiving this complaint, our customer service team investigatedthe report issue an identified the customer had contacted Audible.com customerservice team on February 12, and has resolved the issueNo further actionis needed at this time Thank you for bringing this complaint to our attention We strive to provide our customers withexcellent customer service, and to resolve any complaints to our customer’ssatisfaction Sincerely,

Dear Sir or Madam:Audible, Inc(“Audible”) has received a copy of the above consumer complaint from Revdex.com of New Jersey filed by *** *** After reviewing Ms***’s complaint and conducting a search of our account system, we were unable to find any accounts in Ms
***’s name. Our customer service agents were able to find an account with the same address and credit card number as v but the name on the account does not matchFurther, there were no charges on that accountAs a result, we are unable to take any action regarding this complaint at this timeWe strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction Thank you for bringing this complaint to our attention

Upon receiving this complaint, we reviewed the account in question and found that the account associated with Mr. [redacted]’s credit card was created by [redacted]. Mr. [redacted] joined Audible by signing up for a discounted Audible Listener Gold Monthly membership on March 5, 2013 with his purchase of "The...

First 90 Days". Our discounted Gold Monthly plan is available as a special offer to new customers. This plan starts as $7.49 for the first 3 months each, then rolls over to $14.95 until canceled. The terms applicable to Mr. [redacted]’s membership were made available to him at the time he enrolled and are also available at www.audible.com/conditions-of-use. Mr. [redacted] did not make any additional purchases over the course of his membership.There were three customer service contacts, all phone calls regarding canceled and refunding all charges incurred on the account:March 18, 2015 9:35 AMMarch 18, 2015 9:47 AMMarch 18, 2015 9:56 AMIn the interest of continuing to provide excellent customer service, we have refunded Mr. [redacted] the remaining 4 charges of 14.95 and 3 charges of $7.49 for a total of $82.27. As the account associated with the credit card at issue in the complaint was cancelled, the credit card will not be charged any further membership fees by Audible.Thank you for bringing this complaint to our attention. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for researching this issue and resolving it as well. I really enjoy my Audible books and have several hundred. Thank you for the gracious gift as well.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have no interest in keeping the account open, i.e. why should I log on to change my password? Wouldn't that cause the account to remain open? My PLEA is that they close the account completely, DELETE my credit card information, so that this mistake CANNOT happen again and again. That would close the case to my satisfaction.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:We research thoroughly this account and we...

did not provide any credit card information to this company.
[redacted] provided it and why is it not listed under any [redacted] accounts? Please google "Audible complaints" and you will see that hundreds of people have posted about this exact same experience. I have informed FTC and there will be follow up on their end. 
Regards,
[redacted]

Upon receiving this complaint, we reviewed the account in question and found that the account associated with [redacted] had a membership which has since been fully refunded. [redacted]’s son joined Audible by signing up for a 30-Day Free Trial on November 22, 2015. Our 30-Day Free Trial...

membership plan is available as a special offer to new customers. Once the 30-Day trial period is over, the membership fee of $14.95 is then charged thereafter. If the membership is not cancelled, the membership renews monthly and the credit card that is provided by the customer when they enroll is charged the appropriate fee each month. The terms applicable to the membership were made available to them at the time they enrolled and are also available at www.audible.com/conditions-of-use. They did not make any additional purchases over the course of the membership. Our record indicate they received the remaining months refund on December 21st. As the account associated with the credit card at issue in the complaint was cancelled, the credit card will not be charged any further membership fees by Audible. Thank you for bringing this complaint to our attention. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Audible, Inc. (“Audible”) has received a copy of theabove consumer complaint from Revdex.com Serving New Jersey filed by[redacted].Upon receiving this complaint, our customer service team investigatedthe report issue an identified the customer had contacted Audible.com...

customerservice team on February 12, 2015 and has resolved the issue. No further actionis needed at this time.  Thank you for bringing this complaint to our attention.  We strive to provide our customers withexcellent customer service, and to resolve any complaints to our customer’ssatisfaction.  Sincerely,

Review: I joined Audible.com for the sole purpose of acquiring the audio book, "Chinese (Mandarin) Phase 4, Units 1-30". The promotion I joined on, said I will receive "a free audiobook of my choice". There were no exclusions nor exceptions.

When I went to download the audiobook I wanted (see link below), it said I needed 5 credits. Since I was only given 1 credit, I was not able to download the audiobook of my choice for free, as stated in the promotion.

The promotion did not say I would receive 1 credit, nor mention anything about credits. It promised the audiobook of my choice for free.

I contacted Audible.com on 4/9/14. I received an automated message that my email would be responded to the next business day. Today is 4/14/14, three business days later, and I have yet to receive a response.

[redacted]Desired Settlement: I want the audiobook "Chinese (Mandarin) Phase 4, Units 1-30", as was promised to me when I signed up.

Business

Response:

A: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com Serving New Jersey filed by Michael [redacted]. Mr. [redacted] joined a 30-day trial of Audible’s AudibleListener Gold monthly membership plan on April 2, 2014. This trial membership gave Mr. [redacted] one free credit to purchase any audiobook of his choice. The terms applicable to Mr. [redacted]’s membership were made available to him at the time he enrolled and are also available at www.audible.com/conditions-of-use. Mr. [redacted] has not used his credit to purchase any audiobook during his trial membership. Our customer service records indicate that Mr. [redacted] contacted Audible regarding his account on April 8, 2014. He called to inquire about why he could not use his one free credit to purchase the audiobook entitled “Chinese (Mandarin) Phase 4, Units 1-30” and asked how to cancel his membership. Mr. [redacted] then emailed our customer service department on April 9, 2014 indicating that the promotional offer that he had signed up under stated “a free audiobook of my choice.” He noted that the promotional offer never stated that he would receive one credit, just that he would have the ability to purchase any book. The book Mr. [redacted] wished to purchase was worth 5 credits and the promotional offer only provides one credit. In the interest of continuing to provide excellent customer service, we have added the 5 credit audiobook Mr. [redacted] requested to his Audible library for no additional charge. Thank you for bringing this complaint to our attention. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction. Sincerely,

Sent on: 4/28/2014 11:08:16 AM

Review: Audialble is an Amazon associated business. My 10 year old son recieved a kindle as a gift and one of the options offered is a free one month trial for buying books this was done without my knowledge. The service was never cancelled and they were not authorized to withdrawal monthly for this service, I was told by the supervisor that the service was never used after the one month free trial. We were charged a monthly fee from Dec 23/13 to Oct 23/15. After speaking with a Supervisor they refused to refund the total amount, they said the system will only allow them to refund 12 months but did infact refunded 13 months and then stated that I should dispute the remaining charges with my financial institute. The financial institue has nothing to do with this issue. Also a $32.00 over draft fee was issued Oct 23/15 because this account is no longer an active account. I would like to be refunded the total amount. Thier customer service and Supervisors are inconsistant with thier information. I Also have 2 emails from one of the supervisors that I spoke with.Desired Settlement: I would like to be refunded for the remaining months that they did not refund.

Review: On January 25, Audible ran a $16.18 payment on my credit card that they had in their records for my default payment method. Unfortunately, the payment was declined. Audible illegally accessed my Amazon account payment method history to access another method randomly to process this payment. The payment method that they randomly chose was the business credit card that I used over 1.5 years ago. In the terms and conditions of Audible, it does not state that Audible has the right to randomly chose other sources of payment if one is declined. My employer was understandable and simply asked for a check for the amount and a detailed receipt with this. Audible does not provide detailed receipts for the payments of membership charges; but, they provide detail receipts for any book purchases. That shows a suspicious record keeping. This has caused severe issues at my place of employment by simply needing the detailed receipt. I will point out that the customer service employees are ALL nice and relatively respectful. But, that does not justify the scrambled up mess that the membership billing process is and the horrific struggle that exists to retrieve the details of the payment information. The customer service group is stuck in the crossfire with these problems. Major improvement is needed in the Audible record keeping and billing practice.Desired Settlement: The terms and conditions need to be updated to clarify the actions and to state that the Amazon payment methods are accessible by the Audible branch and that these such actions can take place. Provide the members with detailed monthly payment receipts.

Business

Response:

Audible, Inc. (“Audible”) has received a copy of theabove consumer complaint from Revdex.com Serving New Jersey filed by[redacted].Upon receiving this complaint, our customer service team investigatedthe report issue an identified the customer had contacted Audible.com customerservice team on February 12, 2015 and has resolved the issue. No further actionis needed at this time. Thank you for bringing this complaint to our attention. We strive to provide our customers withexcellent customer service, and to resolve any complaints to our customer’ssatisfaction. Sincerely,

Review: I signed up for a FREE 30 day membership for this service. The company then proceeded to charge me after the 30 days which I never authorized.Desired Settlement: Refund the credit card that they charged for all charges which were $14.95 in July, August, September, and October for a total of $59.80.

Business

Response:

January 8, 2014 VIA ONLINE SUBMISSION Revdex.com of New Jersey [redacted]J 08690-3596 Re: [redacted] (Revdex.com Complaint #[redacted]) Dear Sir or Madam: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com of New Jersey filed by [redacted] Ms. [redacted] complaint references a 30-day trial of the Audible Services, however, the account record associated with the email address “[redacted]” does not contain any reference to a trial started on 7/28/2013. As such, Audible is unable to take further action at this time. If there is an alternate email address for which Ms. [redacted] signed up for the trial in question, our customer service department would be able investigate the matter further. For the customer’s reference, unless cancelled prior to the end of the trial period, 30-day trial memberships of the Audible Service automatically convert to a paid membership at the end of the trial. Thereafter, in accordance with the terms applicable to membership, the customer’s membership will be renewed monthly and the credit card provided at the time the customer signed up for the trial will be charged the appropriate fee each month. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction. Thank you for bringing this complaint to our attention. Sincerely, [redacted]

I signed up for Audibles free trial in July. When I decided I didn't like it,I emailed them to cancel it before I was charged. I was given a bit of a runaround,but finally was told it was cancelled. Today I discovered they still charged me $14.99! After calling my card company,the charge was refunded,but now my card is deactivated and I have to wait 2 weeks for a new one,and cannot access the money in the account (it's a Green Dot card). I would strongly advise NOT doing business with them,as they are obviously on thr shady side. I got my money back,but can't touch it for 2 weeks,which is a problem as it's all the money I have right now.

Review: Hello,

My name is [redacted]. I have been a audible member for quite sometime and I spend anywhere from 100 -150 dollars a month on books. Last month on Feb 27th I called in Audible customer service because I had been receiving my credits at odd yet not frequent times of the day and wondering why that is and explained the inconvenience this causes. I was told by the representative at that time that it was not a issue and could be fixed to where I receive my credits at 12:00am on the 27th of every month and they will be available for me in the morning. I of course was very pleased and the call was concluded.

Imagine my surprise when I wake this morning and I go to download a book this morning before I have to head off to work and there is no credits available. So I called in spoke w/ a gentlemen I explained everything in details and he disconnects the line, I of course am shocked and think it must be a error on my part. I call in a second time speak with another gentlemen named [redacted] he doesn't ask for my information just asks my issue I explain AGAIN I am hung up on. I call a third time spoke with a woman named [redacted] and ask to speak with a manager she places me on mute for some length of time and comes back stating there are no managers available they are all in meetings and I will have to accept a call back. I explain my issue and she seems more concerned with getting me off her phone them trying to resolve my issue. She of course had no issues or concerns with canceling my services and now I'm sitting here in awe of what has just occurred. I of course have NEVER experience!

d such awful customer service and I am now without a service I very much enjoy and never wanted to cancel.Desired Settlement: I would like my services reinstated and my credits to be placed on my acct at the time promised by the representative and I believe after the experience I deserve two additional credits to be added free of charge. I would also like the representatives that disconnected to be reprimanded from their actions and for this not to occur to any other person.

Business

Response:

Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com Serving New Jersey filed by April Nicole Jackson. Ms. [redacted] joined Audible by signing up for a 30—Day Free Gold Monthly Trial membership plan on September 21, 2013 and then converted to our Gold Discount Plan. Thereafter, in accordance with the terms applicable to her membership, Ms. [redacted] membership renewed monthly and the credit card that she provided at the time she signed up for the trial was charged the appropriate fee each month. The terms applicable to Ms. [redacted] membership were made available to her at the time she enrolled and are also available at www.audible.com/conditions—of—use. Ms. [redacted] has also purchased 55 audiobooks with credits and A la carte from Audible. Our customer service records indicate that Ms. [redacted] contacted Audible by telephone regarding her account on March 27, 2014. During the phone call, Ms. [redacted] expressed her recent experience with two agents who allegedly disconnected her phone calls. Ms. [redacted] also indicated that she requested to change her bill date and was provided with false promises. As compensation for her negative experience, our customer service supervisor provided Ms. [redacted] with a 3-Month Platinum Gift Membership plan. Ms. [redacted] stated that she did not want to cancel her account, but felt as though she could not continue based on the circumstances and her prior experience. In her complaint, Ms. [redacted] expressed concern over the dates and times that credits were issued to her account. Our billing system determines bill date and time based on the date and time of the customer's enrollment. For example, if a customer signs up for a membership on Jan 2nd at 4:00PM EST, the customer will be billed and receive their credits on the 2nd of each month at 4:00PM EST. Our Customer Service department does have the ability to change the bill date of a customer, however, we do not have the ability to change the exact time a customer is billed. Ms. [redacted] indicated that she would like to receive her credits at 12:00AM on the 27th of each month. Ms. [redacted] date of billing has always been the 27th of each month, but her credits will always be added to her account at the time of enrollment — 4:27PM. Ms. [redacted] complimentary 3—Month Platinum Gift Membership account is active and has been since March 27, 2014 at 4:16PM when it was issued. This account will remain active and available for Ms. [redacted] use until its natural expiration. Thank you for bringing this complaint to our attention. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer's satisfaction. Sincerely, Sara Koransky

Review: There are zero charges for the account listed at audible in my name and can not help me find where the multiple charges are coming from. Had to find resolution from my bank because the company was unable or unwilling to refund the money and find the source of the problem. The csr also told me I wasn't the first person he's spoken to with this problem.Desired Settlement: I'm not asking for anything other than a full refund in the amount of 14.95 and 14.95. My bank is in the process of filing a dispute because the company was unable to help.

Thank you for any help you may provide for me and others this is currently happening to.

Business

Response:

December 9, 2013 VIA ONLINE SUBMISSION [redacted] Re: [redacted] (Revdex.com Complaint # [redacted]) Dear Sir or Madam: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com of New Jersey filed by [redacted]. After reviewing Ms. [redacted]’s complaint and conducting a search of our account system, we were unable to find any accounts in Ms. [redacted]’s name. Our customer service agents were able to find an account with the same address and credit card number as Ms. [redacted], but the name on the account does not match. Further, there were no charges on that account. As a result, we are unable to take any action regarding this complaint at this time. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction. Thank you for bringing this complaint to our attention. Sincerely, [redacted]

Review: I contacted Audible when I noticed they had charged me twice for the same purchase. Once on 10/13 and once on 10/14. They informed me that was their practice, to charge the customer twice, and they would credit my account for the second charge in 2 to 3 business days. When I informed them that this charge was not authrorized by me and that if they would not credit it back to my account immediately, they left me no choice but to contact my bank to report an unauthorized charge. I spoke with [redacted] at Audible.Desired Settlement: I want a credit; however, I am most concerned with the fact that this is their policy. Additionally, they indicated there is no way for me to cancel my account without going through them on the phone. I am not comfortable with them touching my account and want to find a way that I can cancel it online and have verfification of the date and time I cancelled it.

Business

Response:

November 5, 2013 VIA ONLINE SUBMISSION Revdex.com of New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 Re: [redacted] (Revdex.com Complaint 9765515) Dear Sir or Madam: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com of New Jersey filed by [redacted]. Ms. [redacted] enrolled in a 30—Day Gold Monthly Trial on October 9, 2013. While a member of this trial, Ms. [redacted] has been charged $0.99 for the purchase of one audiobook. Ms. [redacted] also used one membership credit to purchase another audiobook. Ms. [redacted] contacted customer service by telephone on October 16, 2013 to inquire about a double charge on her account. At that time, the customer service agent explained the nature of the charge. Because of the nature of Audible’s business, Audible relies on Optimistic Fulfillment when customers purchase audiobooks. Audible is delivering customers a digital download without the luxury of waiting for a credit card to process an actual fee before the content is delivered to the customer’s device. (Credit card companies can take up to 50 hours to process a single charge). In lieu of asking our customers to wait 1—50 hours before receiving their content, Audible places a $0.99 pending charge on the customer’s account — regardless of the amount of the price of the audiobook. These funds are never deducted; instead, the charge is placed into “pending” status so that our system knows that the payment method is genuine. Once we are able to test the payment method with the pending charge, we then “optimistically” deliver the content to the customer’s device. Meanwhile, the actual payment is processed and the banking or credit institute will release the $0.99 hold. In this case, it was a coincidence that the content that Ms. [redacted] purchased was the same as our pending charge, which is why it may have looked like a duplicate charge. After speaking with our customer service agent, Ms. [redacted] emailed a customer service survey response in which she indicated that she was not satisfied with the explanation and that she canceled her account. Our records indicate that Ms. [redacted] was able to successfully cancel her account online and should have received an automatic cancellation email, as requested. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer's satisfaction. Ms. [redacted] indicated that she would like a credit on her account, which we can accommodate. Ms. [redacted] also stated that she wanted to find a way to cancel her account online, which she seems to have done successfully according to our records. Please let us know if we can be of any further assistance in resolving this issue. Thank you for bringing this complaint to our attention. Sincerely,

Review: It is a bad practice of online companies that make you sign up and if you don't like the trial service requires the customer to cancel the trial, thus ending an auto with drawl on one's VISA for bank account. I made no purchases and assumed the test period would end without action on my part. Our VISA bill is extensive and I do look for irregularities. I was lead to believe the charge was for another family member, but no, it was mine and I was to have canceled the trial according to Audible.com

That is a predatory practice that lets a potential costumer sign up for a trial period then requires additional action to cancel out of it, often way passed the time that a person even thought about that product or service.Desired Settlement: They refunded 12 months(2014) of the 21 months billed. I will give them the one month (3/2013), but want the rest of 2013 refund back to my account, which they track by my email, [redacted], 8 months @ $14.95 = $119.6

It is a predatory practice that lets a potential costumer sign up for a trial period then requires additional action to cancel out of it.

Business

Response:

Upon receiving this complaint, we reviewed the account in question and found that the account associated with Mr. [redacted]’s credit card was created by [redacted]. Mr. [redacted] joined Audible by signing up for a discounted Audible Listener Gold Monthly membership on March 5, 2013 with his purchase of "The First 90 Days". Our discounted Gold Monthly plan is available as a special offer to new customers. This plan starts as $7.49 for the first 3 months each, then rolls over to $14.95 until canceled. The terms applicable to Mr. [redacted]’s membership were made available to him at the time he enrolled and are also available at www.audible.com/conditions-of-use. Mr. [redacted] did not make any additional purchases over the course of his membership.There were three customer service contacts, all phone calls regarding canceled and refunding all charges incurred on the account:March 18, 2015 9:35 AMMarch 18, 2015 9:47 AMMarch 18, 2015 9:56 AMIn the interest of continuing to provide excellent customer service, we have refunded Mr. [redacted] the remaining 4 charges of 14.95 and 3 charges of $7.49 for a total of $82.27. As the account associated with the credit card at issue in the complaint was cancelled, the credit card will not be charged any further membership fees by Audible.Thank you for bringing this complaint to our attention. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction.