Audible

Review: I purchased an audio book, The Magician's Elephant, on 10-21-10. Since then, Audible.com has been charging me $14.95 a month for an account that I never signed up for.Desired Settlement: I would like the full amount charged for this account I NEVER signed up for credited to my credit card ($642.85) and no further charges from Audible.com

Business

Response:

Dear Sir or Madam: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com Serving New Jersey filed by [redacted]. Ms. [redacted] joined Audible when she signed up for a 30-day trial of Audible’s Discount Gold monthly membership plan on October 21, 2010. Since she did not cancel her trial membership by the required date, Ms. [redacted]’s trial membership automatically converted to a paid membership 30 days later. Thereafter, in accordance with the terms applicable to her membership, Ms. [redacted]’s 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]’s membership were made available to her at the time she enrolled and are also available at www.audible.com/conditions-of-use. Ms. [redacted] purchased an audiobook during her trial membership but did not purchase any audiobooks after her membership was converted to a paid membership. Our customer service records indicate that Ms. [redacted] contacted Audible regarding her account on April 4, 2014. She requested a full refund for all charges incurred since 2010, and, in compliance with company policy, our customer service representatives provided her with a 12 month refund. Later that day, Ms. [redacted] contacted Audible again and requested an additional refund. Our customer service representatives informed Ms. [redacted] that they had issued her the maximum refund amount that customer a service representative can issue, which is 12 months. We realize that Ms. [redacted] may not have understood how our membership plans work and, in the interest of continuing to provide excellent customer service, we have refunded Ms. [redacted] for the additional membership fees where she did not use the credit she received as part of her membership, for a total of $426.12. As Ms. [redacted]’s membership was cancelled by customer service on April 4, 2014, she will not be charged further membership fees. 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, [redacted]

Consumer

Response:

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,

Review: Recently, upon reviewing a credit card statement on a card I rarely use, I noticed a repeated change from Audible. I attempted 3x to resolve the issue without success. They were unable to find the account information, which left them, evidently unable to assist me. This has been a recurring charge, that evidently will be continued to be charged for a service I do not have.Desired Settlement: I would like the charges to stop and the amount they have charged returned.

Business

Response:

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 v 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.

Review: About half a year ago I talked to an agent at Audible to cancel the yearly auto-renewal I've had for the past ten years. I was told that I would be able to retain the credits I had already paid for. Today I received an email from Audible informing me that my auto-renewal failed and that my account was closed. I logged into my Audible account and saw that all of my book credits (over twenty of them) were gone. I talked to a supervisor at Audible ([redacted] L.), and he told me that unless I paid $9.95 to renew my membership I would not have access to the credits I had paid for. I had never received a notification that I would lose the credits I had already purchased. Since the value of my credits was over $200, I agreed to pay the $9.95 to get them back, but by forcing me to pay additional money for credits I had already purchased, Audible is failing to honor a contract or agreement.Desired Settlement: I desire a refund of $9.95 to my credit card, and I desire full access to the credits I had already paid for, that I was told I would be able to retain.

Business

Response:

: Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com of New Jersey filed by [redacted]. Mr. [redacted] has been an Audible customer since December 2004. Our customer service records indicate that Mr. [redacted] contacted Audible on July 22, 2013 to inquire about missing credits. The customer service agent informed Mr. [redacted] that his account had been closed due to delinquency. The Audible Plan Terms, which can be found in the Audible Conditions of Use on the Audible website at http://www.audible.com/conditions-of—use/. state that “upon cancellation of any membership, all available Credits, other than Gift Credits or Complimentary Credits, will expire.” Accordingly, Mr. [redacted] was informed that his credits had expired with the cancellation of his account, but that re—enrollment for an annual fee of $9.95 would restore the 27 credits that were lost. Mr. [redacted] then agreed re-enroll into the Audible Listener Light membership plan. We strive to provide our customers with excellent customer service, and to resolve any complaints to our customer’s satisfaction. Mr. [redacted] has requested a refund of the $9.95 annual fee, however, the re—enrollment attempt failed because customer service was unable to charge Mr. [redacted]'s credit card. As a result, Mr. [redacted]’s account is currently delinquent and there is no applicable fee that can be refunded. Thank you for bringing this complaint to our attention.

Business

Response:

Mr. [redacted] has presented additional concerns regarding this matter. We are sorry that Mr. [redacted] is frustrated with our Conditions of Use and the terms of our Membership Plans, but we have adequately addressed his concerns in the best manner that we possibly can. In our prior letter, we made a commitment to Mr. [redacted] of re-issuing 25 non—membership credits to his account for use over the next year in order to rectify the situation, which is the best remedy we can offer. Although Mr. [redacted] seems to be dissatisfied with our replies, our business practices are long—standing and we continue to have many satisfied customers. As stated in our other letters, our customers and their concerns are important to us, but at this time we have done everything we can to resolve Mr. [redacted]’s concerns, and at this time, we feel that there is no further action possible on Audible's part to resolve this issue

Consumer

Response:

I am rejecting this response because:

Audible claims that they have restored my 25 credits, but what they clearly avoid saying is that I had to pay additional money before they would "restore" the credits I had already paid for. Audible justifies this theft by pointing to the fine print in their "Terms and Conditions." If Audible wants to take money from customers without giving anything in return, the least they could do is ensure that all of their customers are made aware of this policy UP FRONT, and that such a policy is explicitly ACKNOWLEDGED by the customers. No customer in the US expects that a company can literally steal money from people.

Audible talks about their long history and satisfied customers, but I see that there are many complaints filed against Audible on the Revdex.com website, and Audible well knows that most dissatified customers never bother complaining to the Revdex.com or other agencies.

As I've said, Audible has succeeded in extracting a bit more money from me, but they have lost far more in future revenues. I take every opportunity to tell fellow book lovers about Audible's business practices.

Review: I signed up for a 1 month free trial of the Audible service. I canceled the account before the end of that month (Aug 2012). However, I have been charged monthly for this service, which I did not agree to and did not use past the trial period. I requested a full refund. They agreed to refund the past 4 months of the service, which is less than satisfactory.Desired Settlement: I wish to be refunded the full $269.13 I was inappropriately charged for.

Business

Response:

Audible, Inc. (“Audible”) has received a copy of the above consumer complaint from Revdex.com Serving New Jersey filed by [redacted]. Ms. [redacted] joined Audible’s discount Gold monthly membership plan on May 9, 2012 when she purchased two audiobooks. The plan started at $7.49 through one of our promotional offers and converted to our standard $14.95 per month plan after 3 months. Thereafter, in accordance with the terms applicable to her membership, Ms. [redacted]'s membership renewed monthly and the credit card that she provided at the time she signed up for the membership plan was charged the appropriate fee each month. The terms applicable to Ms. [redacted]’s membership were made available to her at the time she enrolled and are also available at www.audible.com/conditions—of-use. Ms. [redacted] did not purchase any audiobooks after that initial purchase and never cancelled her account. Our customer service records indicate that Ms. [redacted] contacted Audible regarding her account on March 25, 2014. She inquired about charges and stated that she did not recall when she enrolled in the membership. Ms. [redacted] was informed about the service and the number of credits she had available and said that she would review and call Audible back. Audible never received another phone call from Ms. [redacted]. When we received this complaint, we realized Ms. [redacted] may not have understood how our membership plans work. In the interest of continuing to provide excellent customer service, we will refund Ms. [redacted] for the 22 months of membership fees where she did not use the credit she received as part of her membership for a total of $269.13. We will also cancel Ms. [redacted]’s membership and she will not be charged further membership fees. 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

Consumer

Response:

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,

Review: Back in June 2013 I purchased a book on tape for my IPhone. It was to be a one time purchase. Every since that time I have been charged a monthly fee and have never downloaded any other books. I have been trying for months to cancel the charges but when I call Audible they can not find me on file stating they do not have me on file but they continue to charge my credit card $14.95 a month. I have written them several letters to get this taken care of with no luck.Desired Settlement: I want them to stop charging my credit card and refund my money.

Business

Response:

Ms. [redacted] joined the AudibleListener Gold monthly membership plan on June 12, 2013 with her purchase of The Story, NIV: The Bible as One Continuing Story of God and His People by Zondervan Bibles. Thereafter, in accordance with the terms applicable to her membership, Ms. [redacted]’s membership renewed monthly and the credit card that she provided at the time she made her purchase was charged the appropriate fee each month. The terms applicable to Ms. [redacted]’s membership were made available to her at the time she enrolled and are also available at www.audible.com/conditions-of-use. Ms. [redacted] did not make any additional purchases over the course of her membership. Our customer service records indicate that Ms. [redacted] has not contacted Audible regarding her account. In the interest of continuing to provide excellent customer service, we have refunded Ms. [redacted] for the 8 months of membership fees where she did not use the credit she received as part of her membership, for a total of $112.27. As Ms. [redacted]’s membership was cancelled by customer service on March 27, 2014, she will not be charged further membership fees. 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.

Consumer

Response:

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,