Course Hero, Inc.

Initial Business Response /* (1000, 9, 2015/10/20) */
Our records indicate that a reply was sent on 09/which is the same day this case was openedGiven a delay in the reply, I see an issue was resolved as of and an email correspondence was sent directly to the Ms***
Please let us know
if there are any further questions
Sincerely,
Customer Support

Initial Business Response /* (1000, 5, 2014/03/11) */
Course Hero provides online study resources that supplement college courses and help students study more effectively
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to
expert tutors, video lectures and a database of user-submitted study materialsStudents become members by uploading their own study materials or purchasing one of our premier packagesCourse Hero is available any time, anywhere to help students get where they want to be in their classes
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitablyOur weblogs tied to your account indicate that you have accessed at least document
Viewed Documents (File Name Day & Time)
XXXXXXX Feb 19, // 8:50:55AM
The document accessed above is an exam with question and answers for Financial Accounting CH Due to the activity within the user's account we denied a refundSince we have no control of how documents and information is used, we cannot issue refunds for membershipsOur refund policy is clearly stated within the Terms of Use and FAQ page before users sign up for a membership(http://www.coursehero.com/Terms_of_Use.php and http://www.coursehero.com/faq.php)
The user's subscription has been cancelled and will not recur again once the 1-month plan expiresIf there are any additional questions, please contact us at ***@coursehero.comThank you

Complaint: ***I am rejecting this response because: the response is an automatic reply from CourseHero and they did not reply yet.Sincerely,*** ***

This site gave my computer a virusIts not a secure networkSafe yourself the trouble of having to buy a new computer

Initial Business Response /* (1000, 8, 2015/06/23) */
Hello,
As mentioned in a previous inquiry*** *** subscribed to Premier Membership on 06/08/which was our annual membership at $which equals to $per monthWe checked our email history and do not see that
Ms***s contacted us regarding this chargeA dispute with the credit card company and we received the dispute on 03/11/Since the dispute was filed directly with the credit card company, Ms.***s must wait to receive a reply from her financial institution since this charge was directly disputed with the bankOnce the bank is notified, we can no longer issue any refunds since all is handled through the bank directly
If a response from the bank has already been received, this is the final outcomeWe have contacted Ms***s directly for further assistance or questions via ***@coursehero.com
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did contact my credit card company and they told me I had to contact them directly and what phone records are they looking at I was informed that there tutorial service may work for me after signing on I was not impressed so I then cancelled I never thought they would charge me when online it says per month I was prepared to pay the monthly fee not the annual fee for something I never utilizedThis is financial murder its ridiculous I am only asking for the difference between the and the thanks for assisting in this matter and they know they are wrong this is total unlawful business practices and taking advantage of students/consumers
Final Business Response /* (4000, 16, 2015/07/19) */
Hello Ms***,
We have replied once again to your email listed ***@aol.comPlease contact us via the email sent to you (ticket # #XXXXXX) should you have any further questions
Sincerely,
Customer Support
Final Consumer Response /* (2000, 18, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
yes I am they weren't doing anything for me and I appreciate you and your staffs assistance in getting to a bottom line with my concern I will never use them againthis is a heart felt thank YOU

Initial Business Response /* (1000, 8, 2015/03/13) */
Hello,
We would be more than happy to assist with this accountWe have located the account and will be contacting the user directly about their complaintTicket #XXXXX
Sincerely,
Course Hero Customer Support
Initial
Consumer Rebuttal /* (3000, 10, 2015/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business still has not contacted me and would prefer all communication mediated through the Revdex.com here
Final Business Response /* (4000, 12, 2015/03/31) */
We resent the email resolving the consumers issue on March 13thPlease check the email ***@live.com to indicate you have received our responseWe did recently encounter an email delivery issue with certain providers so we have resent the responseIf you did not receive our email, please contact us at XXX-XXX-XXXX
Sincerely,
Customer Support
Final Consumer Response /* (4200, 14, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have check all emails/spam/and block senders from my email and have not received any messages from your customer support or business

Initial Business Response /* (1000, 5, 2014/05/19) */
Per our Terms of Use (http://www.coursehero.com/Terms_of_Use.php), all subscription packages are renewed and charged automatically for successive periods until the User discontinuesUsers can terminate the recurring subscription at any
time by logging into their account and click on the account settings button on the DashboardWe provide a recurring cancellation button under the 'Change Membership' section of the account settings pagePlease follow the steps to cancel your membership subscription
We apologize if the user misunderstood or did not process the cancellation before the recurring subscription renewedAs a courtesy, we can issue a refund for the recurring chargePlease contact us directly at ***@coursehero.com and reference your Revdex.com claim
Thank you

Initial Business Response /* (1000, 10, 2015/12/11) */
Hi ***,
We'd love to help you with your request and would be more than happy to check into this for youCan you please provide us with the registered email used with Course Hero? The email listed on this case is not showing a
live accountWe *** also reach out to you via email to request the additional information
Sincerely,
Course Hero Support
Initial Consumer Rebuttal /* (2000, 12, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did eventually agree to refund us

Initial Business Response /* (1000, 5, 2015/05/28) */
Hello,
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
*** *** subscribed to 1-month program ($39.95) on 05/17/The user contacted us on 5/17,
5/and 5/
Due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed document and downloaded document after upgrading to our premier membership
If this is a fraudulent account, contact to the bank or credit card will need to be made for further investigation
We have confirmed the cancellation of the subscription on 5/28/so that the subscription does not continue recurring
The last day to use the service will be 6/16/Should there be any further questions, please contact us at XXX-XXX-XXXX and we will be more than happy to assist you
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How could they bill me and reference terms of service when I've NEVER EVEN HEARD OF THIS PLACE? I am being ROBBED!! there is no agreement - there is no contractI do not authorize any payment not even one! This is not a cancelled agreement THERE NEVER WAS an agreement of any kindThis is the equivalent of being robbed by pickpockets- this is theftI never authorized a single chargeGive me my money back NOW
Final Business Response /* (4000, 9, 2015/06/05) */
Hello,
We have replied to this customer via ***@coursehero.com for further investigation on this charge and request
We may be reached at XXX-XXX-XXXX or by email at ***@coursehero.com
Sincerely,
***

Initial Business Response /* (1000, 5, 2015/09/21) */
Hello,
Our records indicate the subscription was cancelled on 9/11/and a refund was issued as a courtesy since there was no activity since the renewalWe have sent a confirmation email of this refund on 9/21/
Please let us know if
there any further questions
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's what I asked for which was a refund

Initial Business Response /* (1000, 8, 2015/12/17) */
Hello,
Course Hero is an educational technology company that provides students with course-specific content, tools and services in order to learn more effectively and succeed
We provide an array of learning resources including
customizable flashcards and quizzes, online access to expert tutors and a database of user-submitted study materialsWe do not guarantee answers but resources to help with the guidance on courses and classes
On the payment registration page we advertise the 1-month, 3-month and 12-month subscriptions are billed in advanceUpon entering the payment type, we display the total cost at final check out in the amount of $
*** *** signed up for a 1-year program ($119.40) on The account holder contacted us on 11/24/requesting we cancel the subscription for a full refundOn 11/27/we replied back confirming that since there was no access to Course Hero, we canceled the membership and issued a full refundThe email reply was sent to the email listed on this request ending in ***@gmail.comShould you have further questions, please let us know or provide us iwth the best contact number so we can reach you
Sincerely,
Course Hero Support

Initial Business Response /* (1000, 5, 2015/11/11) */
Thank you for contacting us with your inquiryOur records indicate this issue has been resolvedIf you require further assistance or have any other questions, please feel free to contact us at ***@coursehero.com

Initial Business Response /* (1000, 5, 2014/10/08) */
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to expert tutors, video lectures and a database of user-submitted study materials
We make it very clear on the payment
registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
The user subscribed to 1-month program ($39.95) on 10/01/The user contacted us on the same day requesting to cancel the subscription and requested a full refund since no exam answers were foundWe cancelled the subscription to prevent any future chargesHowever, due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed documents after upgrading to our premier membership
Viewed Documents (File Name Day & Time):
XXXXXXX Oct 1, // 12:23:00PM
XXXXXXX Oct 1, // 10:54:31AM
XXXXXXX Oct 1, // 10:18:07AM
XXXXXXX Oct 1, // 10:17:52AM
XXXXXXX Oct 1, // 10:12:04AM
XXXXXXX Oct 1, // 10:10:43AM
XXXXXXX Oct 1, // 10:09:43AM
XXXXXXX Oct 1, // 10:09:30AM
XXXXXXX Oct 1, // 10:08:32AM
XXXXXX Oct 1, // 10:07:08AM
XXXXXXX Oct 1, // 9:57:19AM
XXXXXXX Oct 1, // 9:48:00AM
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitably
Per our refund policy (please see our attached Terms of Use), we do not provide refunds when a user has viewed at least one documentHowever, if the user has any other questions or would like assistance or clarification, we invite the user to contact us again at XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/02/12) */
Course Hero provides online study resources that supplement college courses and help students study more effectively
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to
expert tutors, video lectures and a database of user-submitted study materials
*** *** *** subscribed to 1-year program ($95.40) on 09/18/Due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed documents and downloaded documents after upgrading to our premier membership
Viewed Documents (File Name Day & Time)
*** Sep 30, // 9:40:20PM
*** Sep 30, // 9:08:23PM
*** Sep 30, // 9:07:49PM
*** Sep 30, // 9:06:30PM
==================
*** Sep 26, // 7:47:41PM
==================
*** Sep 25, // 8:38:26PM
*** Sep 25, // 8:37:45PM
*** Sep 25, // 8:36:57PM
*** Sep 25, // 8:36:28PM
*** Sep 25, // 8:35:37PM
*** Sep 25, // 8:35:13PM
*** Sep 25, // 8:33:48PM
*** Sep 25, // 8:33:20PM
*** Sep 25, // 8:27:14PM
*** Sep 25, // 8:26:23PM
*** Sep 25, // 8:24:41PM
*** Sep 25, // 8:23:59PM
*** Sep 25, // 8:23:50PM
*** Sep 25, // 8:23:22PM
*** Sep 25, // 8:23:08PM
Downloaded Documents (File Name Day & Time)
*** - Sep 30, // 9:09PM
*** - Sep 30, // 8:26PM
Homework Download (File Name Day & Time Subject Status)
*** - Sep 18, // 5:41:56PM // Business // Answered
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitably
Course Hero received a dispute from the cardholder's bank on 11/15/Due to banking dispute policies, we are required to close the user's accountUnfortunately Course Hero would not be able to process a refund at this timeThe cardholder would be required to contact their bank in regards to any additional information since a dispute was filed
If the user has any additional questions about Course Hero, please contact us at ***Thank you
Final Consumer Response /* (2000, 7, 2014/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received a credit back from my credit card company, thanks

Initial Business Response /* (1000, 5, 2014/09/03) */
Course Hero provides online study resources that supplement college courses and help students study more effectivelyCourse Hero provides an open platform where students and teachers of all ages can share and access high quality learning
resources regarding a wide variety of subjects
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
The user signed up for a 3-month program ($59.85) on 08/20/The user contacted us on 08/26/requesting we cancel the subscription for a full refundWe informed the user of the Terms of Service (as stated on the Sipage) that we would not be able to provide a full refund due to the activity on the accountOn 08/26/we downgraded the membership to a 1-month membership at $and we issued a partial refund in the amount of $
As stated on the sipage and in the Terms of Service (http://www.coursehero.com/Terms_of_Use.php), the monthly membership and multi-month subscriptions are charged fully in advanceThe user had signed up for a 3-month membership the monthly cost of which is $per month and since multi month subscriptions are charged fully in advance, the cost of a 3-month membership is $(https://www.coursehero.com/registration.php)The price of $is shown on coursehero.com sipage
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitablyDue to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed documents
Viewed Documents (File Name Day & Time):
XXXXXXX Aug 26, // 1:50:16PM
XXXXXXX Aug 26, // 1:48:22PM
XXXXXXX Aug 26, // 1:48:07PM
XXXXXXX Aug 26, // 1:45:30PM
= ==================
XXXXXXX Aug 21, // 9:16:38PM
XXXXXXX Aug 21, // 9:16:10PM
= ==================
XXXXXXX Aug 20, // 10:49:47PM
XXXXXXX Aug 20, // 10:49:31PM
XXXXXXX Aug 20, // 10:49:05PM
XXXXXXX Aug 20, // 10:48:56PM
XXXXXXX Aug 20, // 10:47:52PM
XXXXXXX Aug 20, // 10:47:17PM
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitably
Per our refund policy, we do not provide refunds when a user has viewed at least one document.http://support.coursehero.com/hc/en-us/articles/XXXXXXXXX-Does-Course-H...⇄

Initial Business Response /* (1000, 5, 2015/05/28) */
Hello,
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
*** *** subscribed to 1-month program ($39.95) on 05/17/The user contacted us on
5/17, 5/and 5/
Due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed document and downloaded document after upgrading to our premier membership
If this is a fraudulent account, contact to the bank or credit card will need to be made for further investigation
We have confirmed the cancellation of the subscription on 5/28/so that the subscription does not continue recurring
The last day to use the service will be 6/16/Should there be any further questions, please contact us at XXX-XXX-XXXX and we will be more than happy to assist you
Sincerely,
Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How could they bill me and reference terms of service when I've NEVER EVEN HEARD OF THIS PLACE? I am being ROBBED!! there is no agreement - there is no contractI do not authorize any payment not even one! This is not a cancelled agreement THERE NEVER WAS an agreement of any kindThis is the equivalent of being robbed by pickpockets- this is theftI never authorized a single chargeGive me my money back NOW
Final Business Response /* (4000, 9, 2015/06/05) */
Hello,
We have replied to this customer via ***@coursehero.com for further investigation on this charge and request
We may be reached at XXX-XXX-XXXX or by email at ***@coursehero.com
Sincerely,
***

Initial Business Response /* (1000, 5, 2015/02/25) */
We have contacted the user directly on 2/25/to resolve this inquiryPlease contact us with any questions at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
2-26-
Sent via email:
Hello
***,
Course Hero has agree to refund the purchase priceI am awaiting the refund
Thank you for your help
Best regards,
***

Initial Business Response /* (1000, 5, 2014/02/11) */
Course Hero provides online study resources that supplement college courses and help students study more effectively
Course Hero offers an array of learning resources including customizable Flashcards and quizzes, online access to
expert tutors, video lectures and a database of user-submitted study materialsStudents become members by uploading their own study materials or purchasing one of our premier packages
We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advance
*** *** subscribed to 1-month program ($39.95) on 01/24/*** contacted Course Hero directly on 01/24/We had informed him of the activity within his account and have user logs (see below) that prove that this individual has viewed test banks after upgrading to our premier membership
Viewed Documents (File Name Day & Time)
XXXXXXX Jan 22, // 2:08:02PM
XXXXXXX Jan 22, // 2:06:21PM
As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not viewed/downloaded any Course Hero documentsWe do this for a number of reasons not least of which is to treat all of our users equitablyHowever, as a one time event, we had cancelled ***'s account and issued him a full refund on 01/24/
If the user has any additional questions, please contact us at ***

Initial Business Response /* (1000, 5, 2015/11/02) */
Course Hero is an educational technology company that provides students with course-specific content, tools and services in order to learn more effectively and succeed
We provide an array of learning resources including customizable
flashcards and quizzes, online access to expert tutors and a database of user-submitted study materials
On the payment registration page we advertise the 1-month, 3-month and 12-month subscriptions are billed in advanceUpon entering the payment type, we display the total cost at final check out
*** Lindsy signed up for a 1-year program ($119.40) on 10/18/We have user logs (see below) that prove that this individual had unlocked document upgrading to our premier membershipOn 10/17/the account holder contacted us advising they had misunderstood the monthly, quarterly, annual subscription and accepted a refund in the amount of $on 10/18/
Should there be any further questions about this change, please let us know
Sincerely,
Customer Support
Unlocked Documents (File Name Day & Time)
Downloaded Documents (File Name Day & Time
Per our refund policy (please see our attached Terms of Use), we do not provide refunds when a user has used Course Hero services as noted above

Initial Business Response /* (1000, 5, 2015/09/21) */
User contacted Course Hero directly and the account has been resolved