Initial Business Response / [redacted] (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 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 [redacted] signed up for a 1-year program ($119.40) on 07/17/We have user logs (see below) that prove that this individual has unlocked documents documents after upgrading to our premier membership We did also check to see if [redacted] uploaded documents for free access before paying for the membership and our records show the documents for free access were not uploaded until 07/23/The processing time for free access takes 2-business daysThe unlocks granted for documents uploaded for free access have been grantedThe other uploaded documents were uploaded to the marketplace On 09/05/15, the account holder contacted us advising he wanted to cancel the membership We informed the account holder of the Refund Policy and 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 accountThe uploaded documents have to be processed in order to unlock documentsWe cannot retroactively apply uploaded documents for free access in exchange of a refund We have user logs (see below) that prove that this individual has unlocked documents after upgrading to our premier membership Unlocked Documents (File Name Day & Time) XXXXX 2015-11-16:39:No XXXXXXX 2015-08-12:17:No XXXXX 2015-08-12:17:No XXXXXXX 2015-08-21:19:No XXXXXXX 2015-08-21:17:No XXXXXXX 2015-08-21:12:No XXXXXXX 2015-08-21:00:No XXXXXXX 2015-08-21:00:No XXXXXXX 2015-08-20:59:No XXXXXXX 2015-08-20:59:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:57:No XXXXXXX 2015-08-20:56:No XXXXXXX 2015-08-20:53:No XXXXXXX 2015-08-20:52:No XXXXXXX 2015-08-20:50:No XXXXXXX 2015-08-20:47:No XXXXXXX 2015-08-20:46:No XXXXXXX 2015-07-13:56:No XXXXXXXX 2015-07-13:19:No XXXXXXX 2015-07-15:07:No XXXXXXXX 2015-07-14:54:No XXXXXXX 2015-07-14:45:No XXXXXXXX 2015-07-14:43:No XXXXXXX 2015-07-14:41:No Per our records, given the delay in contact time and our refund policy, we agreed to downgrade the membership for this user to our month membership at $and a refund for the difference between the year and month membership in the amount of $was issued on 09/05/ Should there be any further questions, please let us know Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) holly GOD!!!! I never sad I never unlocked documents the first month!!! I actually said give me a full refund except for the first monthso get your facts straight, now I'm fuming, I'm done talking with you guysit looks like you are trying SOOOOOO HAAAAARD to keep half of the money, that is sadyour response will be edited it out for easy of reading and I will post a flyer on every bulletin board why they shouldn't join your websitedon't worry I will upload a flyer on course hero so everybody can unlock it print it out and put it up in their schools as wellenjoy my money!! Final Business Response / [redacted] (4000, 11, 2015/12/07) */ Dear ***, We have sent you a direct email to your email ***@hotmail.com regarding this caseShould you have any further questions, please reply back directly to the email sent to you Sincerely, Course Hero Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ 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 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 3/21/Due to the activity on the account, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has viewed and downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXXX Mar 22, // 6:14:24AM XXXXXXX Mar 22, // 6:16:27AM XXXXXXX Mar 21, // 2:00:54PM XXXXXXX Mar 21, // 2:00:16PM XXXXXXX Mar 21, // 1:59:14PM Downloaded Documents (File Name Day & Time): XXXXXXXX - Mar 22, // 6:14AM XXXXXXX - Mar 22, // 6:16AM XXXXXXX - Mar 21, // 2:11PM XXXXXXX - Mar 21, // 2:01PM XXXXXXX - Mar 21, // 1:59PM 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 documentAdditionally, the user has already disputed this charge directly with their bankAll requests regarding this account must be handled through the bank directly or the user can contact [redacted] @coursehero.com for further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) 4/documents were the same "answer"It is obvious that course hero is designed to defraud students by providing answers That are hidden behind an expensive feeThis is clear from the many, many complaints that are extremely similar to mineI demand a refund because I only sought one answer, I did not use any tutoring credits and I did not download a series of documents for different questions as course hero allegesThey are obviously using a broken terms of service to take innocent students money Final Business Response / [redacted] (4000, 14, 2015/05/25) */ Hello Yvette, We were able to find your accountOur records show we have received a disputed request for payment from Paypal on 3/26/Since you have already disputed the charge directly with your bank/credit card companyPlease contact your bank/credit company directly to determine the outcome of this disputeUnfortunately, once you dispute the charge with your payment provider, we cannot make any further changes on your account Please contact Paypal fort the final outcome Sincerely, Customer Support Final Consumer Response / [redacted] (4200, 16, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Paypal denied my claim by stating that their buyer guarantee does not cover "intangible goods" such as media or text contentI disagree that everything is out of your power in terms of providing a refund and that your hands are tied, as I can plainly see that your company uses a series of technicalities, such as terms of service, arbitration, etcto deny an honest refund for a clear-cut failure in customer service and quality of productI am sincerely disappointed with this behavior
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Pleae contact [redacted] @coursehero.com or by calling XXX-XXX-XXXXWe are not able to locate the account with just the first and last name Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ 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 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 [redacted] subscribed to 1-year program ($95.40) on 03/08/The user had disputed the charge with their bank on 04/20/Course Hero received the dispute and is working with the user's bank to resolve the issueWe received a call from the user on 06/17/and informed the user of the billing and refund policyThe user disconnected the call and we were unable to find a resolution As stated on the sipage as well as in our Terms of Service, it is Course Hero's policy that multi-month subscriptions are charged fully in advanceThe monthly breakdown cost for the 1-year plan is $per monthusers receives the discounted rate by selecting the longer plan which is billed in a single upfront installment of $for the entire year 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never viewed any documents through Course HeroAs I stated before, Course Hero is a scam and $was not clearly stated on the subscription I agreed to nor was $stated in the terms and conditionsThe response provided by Course Hero is completely false! I NEVER VIEWED ANY DOCUMENTS PROVIDED BY COURSE HEROI contacted my bank immediately, within a few minutes once my account was charged by Course HeroIn addition, my subscription was cancelled in the same hour Course Hero illegally charged my account Course Hero is a scam! What Course Hero did to me is a crime! When I agreed to pay Course Hero $19.99, I was an unemployed full time college studentI could not afford to pay them $and I never agreed to pay them $ Final Business Response / [redacted] (4000, 13, 2014/07/29) */ Since the user had contacted her bank, we are unable to proceed forward with her any request We understand the user may had selected the incorrect membership on Course Hero as stated in the previous responseBy selecting a membership and inputting the payment information, our system charged the membership fee at the time of registrationThe user had chose to purchase a 1-year plan with us on 03/08/ If she requires more information, she can contact her bank directly for more information regarding her payment Thank you, Final Consumer Response / [redacted] (4200, 11, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Course Hero is a scam and they stole my moneyThere is not a response that will fix the fact Course Hero illegally charged my accountI NEVER SELECTED PROCESS!!!!
Initial Business Response / [redacted] (1000, 5, 2014/02/24) */ Course 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 subjectsWe are a community where students can connect academically via various means one of which is uploading notes originated by them to share with other membersStudents become members by uploading their own study materials or purchasing one of our premier packages We do not support any and all use of user submitted educational materials or tutoring help for unethical purposes, such as plagiarism or other forms of cheatingThe educational materials and homework solutions provided on Course Hero should be used to supplement current study efforts within the defined limits of each student's respective university code of academic integrity 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 the users account indicate that she had accessed at least documentsWe have this refund policy in place since we have no control of what users do with the sensitive information once it is accessed after upgrading an account Viewed Documents (File Name Day & Time) [redacted] Nov 24, // 2:43:08PM = ================== [redacted] Nov 23, // 3:43:33PM [redacted] Nov 23, // 3:36:29PM [redacted] Nov 23, // 3:35:20PM [redacted] Nov 23, // 3:34:28PM [redacted] Nov 23, // 3:13:42PM [redacted] Nov 23, // 11:49:19AM [redacted] Nov 23, // 11:48:55AM [redacted] Nov 23, // 11:48:11AM [redacted] Nov 23, // 5:26:13AM [redacted] Nov 23, // 5:10:25AM Our Terms of Use and refund policy is clearly labeled on our website and easily accessible before and after upgrading a membershipWe had informed the user on 02/05/we could not provide a full refund due to the activityAs a courtesy, we offered to downgrade the account to one of our lower plansUnfortunately the user declined and disconnected the conversation We are more than happy to work with the user and adjust the current 1-year membership to our 1-month planDue to the activity within the account, we are unable to provide a full refundPlease contact us directly at [redacted] Thank you Final Consumer Response / [redacted] (2000, 7, 2014/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will request a refund and accept the one month term as a resolution Thank you, [redacted]
Hello, We have spoken with [redacted] on the phone and as a one-time courtesy processed a refund for the Yearly renewal It will take 3-business days for the funds to reflect in his account and have also made sure the recurring subscription has been cancelled All the best,
Hi Matthew,Thank you for your patience and understanding while we reviewed your case and responses.We have confirmed activity on your account that’s in violation of at least Section and Section of our Terms of Use [redacted] ), and the tutor guidelines and instructions under the Experts Section of our Frequently Asked Questions ( [redacted] Therefore, pursuant to Section and Section of our Terms of Use and the tutor guidelines regarding fraudulent activity ( [redacted] guidelines-or- [redacted] we have terminated your account and no further payment obligations are required.Please note: Course Hero is also free to terminate (or suspend access to) your use of the Services or your account, for any reason in our discretion, including your breach of these TermsCourse Hero has the sole right to decide whether you are in violation of any of the restrictions set forth in these TermsYour original account will be closed indefinitely and no further appeals will be considered.Best,
Kindly view the email that was sent to the user: Hi [redacted] ,My name is [redacted] and I'm one of the Escalation Managers at Course Hero [redacted] brought your ticket to my attention and let me know you were only available to reach via emailWe typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction.A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your membership has been cancelled so you will not be charged again in the future.Your financial institution will now be able to credit the amount above, which can take up to 3-business days for them to processIf you do not receive the refund within business days, please let us know.Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends.We kindly ask that you provide a rating review for the unlocked content to improve our user experience to help others---your feedback matters.If you have any further questions, please feel free to reach out to me directly by responding to this email
Hi [redacted] , We offer a monthly rate at $USD if users wish to pay month to monthIf users plan to use the service for an extended period of time, they can opt for the annual membership, which does break down to the special price of $USD per month, but in order to receive this pricing, the payment is billed for the full year upfront at $USD Below, please find the email we sent to the you previously: Hi [redacted] , Thank you for contacting Course Hero We typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your Annual membership has been cancelled so you will not be charged again in the future Your financial institution will now be able to credit the amount above, which can take up to 2-business days for them to processIf you do not receive the refund within business days, please let us know Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends If you have any further questions, please feel free to reach out to me directly by responding to this email All the best,
Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ 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 XXXXXX XXXXXXX subscribed to 1-month program ($39.95) on 08/28/The user contacted us on 08/29/to cancel the membershipPer our terms of use we advised the user that we could not issue a refund due to the activity on the account but on 08/29/we cancelled the recurring payment to ensure that the user will not be billed again in the futureOur terms of use state that once there is any activity on the account we do not provide any refunds We have user logs (see below) that prove that this individual has downloaded tutor solutions throughout the duration of the membership Please view the cardholder's activity below: Download Documents (File Name/Date & Time): XXXXXXX - Aug 28, // 8:35PM - Link to question » XXXXXXX - Aug 28, // 7:55PM - Link to question »
Initial Business Response / [redacted] (1000, 5, 2014/07/15) */ We apologize for any inconvenience and more than happy to work with you in resolving your issue with Course Hero Please contact us immediately at [redacted] @coursehero.com and provide us with your registered email address and the last four digits of the card used to purchase a membership Please note, all subscription packages are renewed and charged automatically for successive periods until the User discontinuesYou can terminate your recurring subscription at any time by logging into your 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 page We look forward to your response Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contactecd the company within minutes after nothing that I requestedI spoke with a representative at that time whom told me that they would not refund my initial paymentI asked at that time to cancel any information reagrding any recurring charges and yet I was charged againOnly the recurring charge was refunded to meI am still seeking to have the first charge credited back Final Business Response / [redacted] (4000, 9, 2014/07/29) */ We had issued a full refund for the recurring charge to the user's account on 07/02/and cancelled the subscription Unfortunately, we cannot issue a refund for the initial purchase on 06/02/since the services were used 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 not only accessed at least documents but you have downloaded a soft copy of at least documents If there are any questions, please feel free to reach out to us at [redacted] @coursehero.com
Initial Business Response / [redacted] (1000, 5, 2014/12/18) */ 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 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 Cardholder subscribed to 1-month program ($29.95) on 12/17/Due to the activity within the account, we were unable to provide the cardholder with a refundThe materials on our site is digital information so once the users gains access we have no way of verifying if the information was usedWe 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): XXXXXXX Dec 17, // 11:31:33AM Downloaded Documents (File Name Day & Time): XXXXXXX - Dec 17, // 4:52PM XXXXXXX - Dec 17, // 2:50PM 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 document
Initial Business Response / [redacted] (1000, 5, 2014/08/26) */ 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 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 XXXXXX XXXXXXX signed up for a 1-year program ($95.40) on 08/20/The user contacted us on 08/20/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 08/20/we downgraded the membership to a 1-month membership at a rate of $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 1-year membership the monthly cost of which is $per month and since multi month subscriptions are charged fully in advance, the cost of a 1-year 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 and downloaded documents after upgrading to our premier membership Downloaded Documents (File Name Day & Time): Title of Document XXXXXXX - Aug 20, // 7:25PM : "The labor relations manager of a large corporation..." XXXXXXX - Aug 20, // 6:33PM "The labor relations manager of a large corporation wished to study" Per our refund policy (please see our attached Terms of Use), we do not provide refunds when a user has viewed at least one document Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have no problem paying for the one month subscription had the information that was downloaded be credible and accurateUpon inspection of the data I downloaded, it was determined that the answers provided were incorrect and therefore, not credibleI proved that to the rep I spoke with on the phone and chatted with onlineIt is unconscionable that Course Hero expects their customers to abide by terms and conditions that is not clearly posted on their sign up page while providing "homework help" from sources that cannot be trusted and not correctI cannot depend on Course Hero for help when the information cannot be trusted nor verified Furthermore, the site is not user friendlyI was unable to navigate and I clearly indicated that to the rep on the phoneWhile trying to ask simple questions I was bombarded with unnecessary popups asking to set up a profile and was unable to continue without completing this stepI explained my frustrations with how difficult and frustrating It is to ask a question in search bar but not get a relevant or correct answer or sourceThis alone was enough reason to refund my 39.00, in my opinion Lastly, as previously stated, I do not mind paying for a service that provides honest, credible, accurate, timely and user friendly information, such as CHEGG - the site I should have went to in the first placeIt is unfortunate that Course Hero would rather keep and argue with its customers while at the same time, provide horrible customer service as opposed to simply refunding my hard earned money and maintaining a positive repor with a dissatisfied customer Shame on Course Hero! Final Business Response / [redacted] (4000, 9, 2014/09/03) */ We looked further into our records, and we see on 08/20/that the user called us and spoke to a managerThe manager agreed to issue a refund if the user could provide a corrected solution and different than the one obtained from the websitePlease note that the services we offer are resources and not just solutionsHowever, we do understand from time time, there are misunderstandings or confusion Please advise the user to contact us directly at XXX-XXX-XXXX so we can further assist with his account Final Consumer Response / [redacted] (2000, 11, 2014/09/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please read, I checked my bank account this morning and noticed the being postedFirstly, thank you Revdex.com for providing a voice to the little guys who have no voice against Big Corporations and businesses who feel they can get away with unscrupulous practicesSecondly, thank you Course Hero for refunding the rest of my moneyI just hope you can use this as a learning point, that it is often times in your better interest to simply resolve a matter on the first callYour reputation is was precedes you and I would think that you would want to maintain your high ratings with the public, even if it means bending over backwards to maintain a good nameThis is what will drive Course Hero to dominance over the competition, ie Chegg, etcFighting with the little guys will notThank you for resolving my issue Sincerely, Little guy in [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/13) */ 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 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 signed up for a 1-year program ($95.40) on 07/29/The user contacted us on 08/06/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 08/06/we downgraded the membership to a 1-month membership to a one-time courtesy rate which still allows the user to access the membership until 08/28/ 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 and downloaded documents after upgrading to our premier membership 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 1-year membership the monthly cost of which is $per month and since multi month subscriptions are charged fully in advance, the cost of a 1-year 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 equitably Should the user have any further questions, we can be reach directly at XXX-XXX-XXXX or [redacted] @coursehero.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If a month charge is month, why was I credited back on $They took This is not fair and I wanted my money back Final Business Response / [redacted] (4000, 9, 2014/08/20) */ As stated on the sipage as well as in our Terms of Service, it is Course Hero's policy that multi-month subscriptions are charged fully in advanceThe monthly breakdown cost for the 1-year plan is $per monthusers receive the discounted rate by selecting the longer plan which is billed in a single upfront installment of $for the entire year The price at $is not a membership plan that is offered to our usersThe monthly membership on our registration page is listed at $The user contacted us on 8/06/14, due to the activity on the account we were unable to process a full refund on the account Viewed Documents (File Name Day & Time): XXXXXXX Aug 6, // 3:44:48PM XXXXXXX Aug 6, // 3:42:45PM XXXXXXX Aug 6, // 3:41:39PM XXXXXXX Aug 6, // 3:38:27PM XXXXXXX Aug 6, // 3:34:37PM XXXXXXX Aug 6, // 3:31:49PM XXXXXXX Aug 6, // 3:30:56PM XXXXXXX Aug 6, // 3:28:53PM = ================== XXXXXXX Jul 29, // 7:50:28AM Downloaded Documents (File Name Day & Time): XXXXXXX - Aug 6, // 3:45PM XXXXXXX - Aug 6, // 3:38PM XXXXXXX - Aug 6, // 3:34PM XXXXXXX - Aug 6, // 3:33PM XXXXXXX - Aug 6, // 3:32PM XXXXXXX - Aug 6, // 3:31PM XXXXXXX - Jul 29, // 7:50AM XXXXXXX - Jul 29, // 7:36AM On 8/06/we downgraded the user's account from our year plan to the month plan and issued a refund of $
Initial Business Response / [redacted] (1000, 9, 2015/12/27) */ Hello [redacted] , Our records show your request was resolved on 12/07/by phonePlease confirm if you still need assistance with your request Regards, Customer Support Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No it was not my refund is still not here Final Business Response / [redacted] (4000, 13, 2016/01/11) */ Hello [redacted] , Our records show that your refund was issued on 12/07/We suggest reviewing your Visa card account ending in to verify whether the refund posted to your account If you are still not seeing it, please contact your credit/bank account for further information on the refund Should you still have any further questions, please let us know Sincerely, Course Hero Support
Thank you for contacting Course Hero SupportYour email is very important to us so we will be sure to get back to you as soon as possible! Currently, we're experiencing a response time of 2-business days In the meantime, we suggest checking out our Customer Support Center for frequently asked questions and new tutorial videos! Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ 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 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 cardholder subscribed to a 3-month program through a referral and received the discounted rate ($47.88) on 2/24/We did not receive any cancellation via email or our Customer Service line from the cardholder prior to the user disputing the charge with the Revdex.comWe have user logs (see below) that prove that this individual has downloaded document after logging into the paid premier account Downloaded Documents (File Name Day & Time): XXXXXXX - Feb 24, // 11:47PM 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 document
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ 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 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 [redacted] subscribed to Premier Membership on 11/29/and has been charged a recurring charge since then every month on the 29th of every monthMost recently Mr [redacted] was charged $on 5/28/A dispute with the credit card company and we received the dispute on 05/28/for the charge processed on 05/28/Since the dispute was filed directly with the credit card company, Mr [redacted] must wait to receive a reply from his financial insitution Per our refund policy, please see terms of use Paying for Access (Subscriptions) If you select the paid premium membership, Course Hero charges your credit card immediately upon your purchase of a subscription package and any renewal thereofMonthly, quarterly and annual subscription prices are listed here , and are charged one time at the time of purchaseAll subscription packages are renewed and charged automatically for successive equivalent periods until you discontinue such renewal by selecting the "Stop Recurring Payment" option under your Account SettingsYou must follow the instructions on the page to confirm the cancellation Refunds Each and every subscription package requires an upfront and immediate charge to your credit card depending on the subscription term that you elect to purchaseWe do not provide refunds once a User has viewed at least one document as a Premier UserIf your account is a recurring payment subscription, and multiple payments have occurredIf you have any other questions, please contact us at [redacted] @coursehero.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not even spelling my name correctly
Hi [redacted] I am sorry to hear that your experience with Course Hero is not matching up to your expectations! Our mission at Course Hero is to work together with students and educators to build the biggest and best digital library of course-specific questions and answers to help our users master their classes We have responded to your email inquiry with the below text: Thank you for contacting Course Hero--we are sad to see you go We typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your Monthly membership has been cancelled so you will not be charged again in the future Your financial institution will now be able to credit the amount above, which can take up to 2-business days for them to processIf you do not receive the refund within business days, please let us know Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends If you have any further questions, please feel free to reach out to me directly by responding to this email
Initial Business Response / [redacted] (1000, 8, 2015/06/23) */ Hello, As mentioned in a previous inquiry [redacted] 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 [redacted] @coursehero.com Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 16, 2015/07/19) */ Hello Ms [redacted] , We have replied once again to your email listed [redacted] @aol.comPlease contact us via the email sent to you (ticket # #XXXXXX) should you have any further questions Sincerely, Customer Support Final Consumer Response / [redacted] (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 / [redacted] (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 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 [redacted] signed up for a 1-year program ($119.40) on 07/17/We have user logs (see below) that prove that this individual has unlocked documents documents after upgrading to our premier membership We did also check to see if [redacted] uploaded documents for free access before paying for the membership and our records show the documents for free access were not uploaded until 07/23/The processing time for free access takes 2-business daysThe unlocks granted for documents uploaded for free access have been grantedThe other uploaded documents were uploaded to the marketplace On 09/05/15, the account holder contacted us advising he wanted to cancel the membership We informed the account holder of the Refund Policy and 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 accountThe uploaded documents have to be processed in order to unlock documentsWe cannot retroactively apply uploaded documents for free access in exchange of a refund We have user logs (see below) that prove that this individual has unlocked documents after upgrading to our premier membership Unlocked Documents (File Name Day & Time) XXXXX 2015-11-16:39:No XXXXXXX 2015-08-12:17:No XXXXX 2015-08-12:17:No XXXXXXX 2015-08-21:19:No XXXXXXX 2015-08-21:17:No XXXXXXX 2015-08-21:12:No XXXXXXX 2015-08-21:00:No XXXXXXX 2015-08-21:00:No XXXXXXX 2015-08-20:59:No XXXXXXX 2015-08-20:59:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:58:No XXXXXXX 2015-08-20:57:No XXXXXXX 2015-08-20:56:No XXXXXXX 2015-08-20:53:No XXXXXXX 2015-08-20:52:No XXXXXXX 2015-08-20:50:No XXXXXXX 2015-08-20:47:No XXXXXXX 2015-08-20:46:No XXXXXXX 2015-07-13:56:No XXXXXXXX 2015-07-13:19:No XXXXXXX 2015-07-15:07:No XXXXXXXX 2015-07-14:54:No XXXXXXX 2015-07-14:45:No XXXXXXXX 2015-07-14:43:No XXXXXXX 2015-07-14:41:No Per our records, given the delay in contact time and our refund policy, we agreed to downgrade the membership for this user to our month membership at $and a refund for the difference between the year and month membership in the amount of $was issued on 09/05/ Should there be any further questions, please let us know Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) holly GOD!!!! I never sad I never unlocked documents the first month!!! I actually said give me a full refund except for the first monthso get your facts straight, now I'm fuming, I'm done talking with you guysit looks like you are trying SOOOOOO HAAAAARD to keep half of the money, that is sadyour response will be edited it out for easy of reading and I will post a flyer on every bulletin board why they shouldn't join your websitedon't worry I will upload a flyer on course hero so everybody can unlock it print it out and put it up in their schools as wellenjoy my money!! Final Business Response / [redacted] (4000, 11, 2015/12/07) */ Dear ***, We have sent you a direct email to your email ***@hotmail.com regarding this caseShould you have any further questions, please reply back directly to the email sent to you Sincerely, Course Hero Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ 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 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 3/21/Due to the activity on the account, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has viewed and downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXXX Mar 22, // 6:14:24AM XXXXXXX Mar 22, // 6:16:27AM XXXXXXX Mar 21, // 2:00:54PM XXXXXXX Mar 21, // 2:00:16PM XXXXXXX Mar 21, // 1:59:14PM Downloaded Documents (File Name Day & Time): XXXXXXXX - Mar 22, // 6:14AM XXXXXXX - Mar 22, // 6:16AM XXXXXXX - Mar 21, // 2:11PM XXXXXXX - Mar 21, // 2:01PM XXXXXXX - Mar 21, // 1:59PM 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 documentAdditionally, the user has already disputed this charge directly with their bankAll requests regarding this account must be handled through the bank directly or the user can contact [redacted] @coursehero.com for further questions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) 4/documents were the same "answer"It is obvious that course hero is designed to defraud students by providing answers That are hidden behind an expensive feeThis is clear from the many, many complaints that are extremely similar to mineI demand a refund because I only sought one answer, I did not use any tutoring credits and I did not download a series of documents for different questions as course hero allegesThey are obviously using a broken terms of service to take innocent students money Final Business Response / [redacted] (4000, 14, 2015/05/25) */ Hello Yvette, We were able to find your accountOur records show we have received a disputed request for payment from Paypal on 3/26/Since you have already disputed the charge directly with your bank/credit card companyPlease contact your bank/credit company directly to determine the outcome of this disputeUnfortunately, once you dispute the charge with your payment provider, we cannot make any further changes on your account Please contact Paypal fort the final outcome Sincerely, Customer Support Final Consumer Response / [redacted] (4200, 16, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Paypal denied my claim by stating that their buyer guarantee does not cover "intangible goods" such as media or text contentI disagree that everything is out of your power in terms of providing a refund and that your hands are tied, as I can plainly see that your company uses a series of technicalities, such as terms of service, arbitration, etcto deny an honest refund for a clear-cut failure in customer service and quality of productI am sincerely disappointed with this behavior
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Pleae contact [redacted] @coursehero.com or by calling XXX-XXX-XXXXWe are not able to locate the account with just the first and last name Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/07/02) */ 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 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 [redacted] subscribed to 1-year program ($95.40) on 03/08/The user had disputed the charge with their bank on 04/20/Course Hero received the dispute and is working with the user's bank to resolve the issueWe received a call from the user on 06/17/and informed the user of the billing and refund policyThe user disconnected the call and we were unable to find a resolution As stated on the sipage as well as in our Terms of Service, it is Course Hero's policy that multi-month subscriptions are charged fully in advanceThe monthly breakdown cost for the 1-year plan is $per monthusers receives the discounted rate by selecting the longer plan which is billed in a single upfront installment of $for the entire year 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never viewed any documents through Course HeroAs I stated before, Course Hero is a scam and $was not clearly stated on the subscription I agreed to nor was $stated in the terms and conditionsThe response provided by Course Hero is completely false! I NEVER VIEWED ANY DOCUMENTS PROVIDED BY COURSE HEROI contacted my bank immediately, within a few minutes once my account was charged by Course HeroIn addition, my subscription was cancelled in the same hour Course Hero illegally charged my account Course Hero is a scam! What Course Hero did to me is a crime! When I agreed to pay Course Hero $19.99, I was an unemployed full time college studentI could not afford to pay them $and I never agreed to pay them $ Final Business Response / [redacted] (4000, 13, 2014/07/29) */ Since the user had contacted her bank, we are unable to proceed forward with her any request We understand the user may had selected the incorrect membership on Course Hero as stated in the previous responseBy selecting a membership and inputting the payment information, our system charged the membership fee at the time of registrationThe user had chose to purchase a 1-year plan with us on 03/08/ If she requires more information, she can contact her bank directly for more information regarding her payment Thank you, Final Consumer Response / [redacted] (4200, 11, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Course Hero is a scam and they stole my moneyThere is not a response that will fix the fact Course Hero illegally charged my accountI NEVER SELECTED PROCESS!!!!
Initial Business Response / [redacted] (1000, 5, 2014/02/24) */ Course 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 subjectsWe are a community where students can connect academically via various means one of which is uploading notes originated by them to share with other membersStudents become members by uploading their own study materials or purchasing one of our premier packages We do not support any and all use of user submitted educational materials or tutoring help for unethical purposes, such as plagiarism or other forms of cheatingThe educational materials and homework solutions provided on Course Hero should be used to supplement current study efforts within the defined limits of each student's respective university code of academic integrity 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 the users account indicate that she had accessed at least documentsWe have this refund policy in place since we have no control of what users do with the sensitive information once it is accessed after upgrading an account Viewed Documents (File Name Day & Time) [redacted] Nov 24, // 2:43:08PM = ================== [redacted] Nov 23, // 3:43:33PM [redacted] Nov 23, // 3:36:29PM [redacted] Nov 23, // 3:35:20PM [redacted] Nov 23, // 3:34:28PM [redacted] Nov 23, // 3:13:42PM [redacted] Nov 23, // 11:49:19AM [redacted] Nov 23, // 11:48:55AM [redacted] Nov 23, // 11:48:11AM [redacted] Nov 23, // 5:26:13AM [redacted] Nov 23, // 5:10:25AM Our Terms of Use and refund policy is clearly labeled on our website and easily accessible before and after upgrading a membershipWe had informed the user on 02/05/we could not provide a full refund due to the activityAs a courtesy, we offered to downgrade the account to one of our lower plansUnfortunately the user declined and disconnected the conversation We are more than happy to work with the user and adjust the current 1-year membership to our 1-month planDue to the activity within the account, we are unable to provide a full refundPlease contact us directly at [redacted] Thank you Final Consumer Response / [redacted] (2000, 7, 2014/02/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will request a refund and accept the one month term as a resolution Thank you, [redacted]
Hello, We have spoken with [redacted] on the phone and as a one-time courtesy processed a refund for the Yearly renewal It will take 3-business days for the funds to reflect in his account and have also made sure the recurring subscription has been cancelled All the best,
Hi Matthew,Thank you for your patience and understanding while we reviewed your case and responses.We have confirmed activity on your account that’s in violation of at least Section and Section of our Terms of Use [redacted] ), and the tutor guidelines and instructions under the Experts Section of our Frequently Asked Questions ( [redacted] Therefore, pursuant to Section and Section of our Terms of Use and the tutor guidelines regarding fraudulent activity ( [redacted] guidelines-or- [redacted] we have terminated your account and no further payment obligations are required.Please note: Course Hero is also free to terminate (or suspend access to) your use of the Services or your account, for any reason in our discretion, including your breach of these TermsCourse Hero has the sole right to decide whether you are in violation of any of the restrictions set forth in these TermsYour original account will be closed indefinitely and no further appeals will be considered.Best,
Kindly view the email that was sent to the user: Hi [redacted] ,My name is [redacted] and I'm one of the Escalation Managers at Course Hero [redacted] brought your ticket to my attention and let me know you were only available to reach via emailWe typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction.A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your membership has been cancelled so you will not be charged again in the future.Your financial institution will now be able to credit the amount above, which can take up to 3-business days for them to processIf you do not receive the refund within business days, please let us know.Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends.We kindly ask that you provide a rating review for the unlocked content to improve our user experience to help others---your feedback matters.If you have any further questions, please feel free to reach out to me directly by responding to this email
Hi [redacted] , We offer a monthly rate at $USD if users wish to pay month to monthIf users plan to use the service for an extended period of time, they can opt for the annual membership, which does break down to the special price of $USD per month, but in order to receive this pricing, the payment is billed for the full year upfront at $USD Below, please find the email we sent to the you previously: Hi [redacted] , Thank you for contacting Course Hero We typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your Annual membership has been cancelled so you will not be charged again in the future Your financial institution will now be able to credit the amount above, which can take up to 2-business days for them to processIf you do not receive the refund within business days, please let us know Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends If you have any further questions, please feel free to reach out to me directly by responding to this email All the best,
Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ 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 XXXXXX XXXXXXX subscribed to 1-month program ($39.95) on 08/28/The user contacted us on 08/29/to cancel the membershipPer our terms of use we advised the user that we could not issue a refund due to the activity on the account but on 08/29/we cancelled the recurring payment to ensure that the user will not be billed again in the futureOur terms of use state that once there is any activity on the account we do not provide any refunds We have user logs (see below) that prove that this individual has downloaded tutor solutions throughout the duration of the membership Please view the cardholder's activity below: Download Documents (File Name/Date & Time): XXXXXXX - Aug 28, // 8:35PM - Link to question » XXXXXXX - Aug 28, // 7:55PM - Link to question »
Initial Business Response / [redacted] (1000, 5, 2014/07/15) */ We apologize for any inconvenience and more than happy to work with you in resolving your issue with Course Hero Please contact us immediately at [redacted] @coursehero.com and provide us with your registered email address and the last four digits of the card used to purchase a membership Please note, all subscription packages are renewed and charged automatically for successive periods until the User discontinuesYou can terminate your recurring subscription at any time by logging into your 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 page We look forward to your response Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contactecd the company within minutes after nothing that I requestedI spoke with a representative at that time whom told me that they would not refund my initial paymentI asked at that time to cancel any information reagrding any recurring charges and yet I was charged againOnly the recurring charge was refunded to meI am still seeking to have the first charge credited back Final Business Response / [redacted] (4000, 9, 2014/07/29) */ We had issued a full refund for the recurring charge to the user's account on 07/02/and cancelled the subscription Unfortunately, we cannot issue a refund for the initial purchase on 06/02/since the services were used 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 not only accessed at least documents but you have downloaded a soft copy of at least documents If there are any questions, please feel free to reach out to us at [redacted] @coursehero.com
Initial Business Response / [redacted] (1000, 5, 2014/12/18) */ 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 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 Cardholder subscribed to 1-month program ($29.95) on 12/17/Due to the activity within the account, we were unable to provide the cardholder with a refundThe materials on our site is digital information so once the users gains access we have no way of verifying if the information was usedWe 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): XXXXXXX Dec 17, // 11:31:33AM Downloaded Documents (File Name Day & Time): XXXXXXX - Dec 17, // 4:52PM XXXXXXX - Dec 17, // 2:50PM 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 document
Initial Business Response / [redacted] (1000, 5, 2014/08/26) */ 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 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 XXXXXX XXXXXXX signed up for a 1-year program ($95.40) on 08/20/The user contacted us on 08/20/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 08/20/we downgraded the membership to a 1-month membership at a rate of $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 1-year membership the monthly cost of which is $per month and since multi month subscriptions are charged fully in advance, the cost of a 1-year 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 and downloaded documents after upgrading to our premier membership Downloaded Documents (File Name Day & Time): Title of Document XXXXXXX - Aug 20, // 7:25PM : "The labor relations manager of a large corporation..." XXXXXXX - Aug 20, // 6:33PM "The labor relations manager of a large corporation wished to study" Per our refund policy (please see our attached Terms of Use), we do not provide refunds when a user has viewed at least one document Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would have no problem paying for the one month subscription had the information that was downloaded be credible and accurateUpon inspection of the data I downloaded, it was determined that the answers provided were incorrect and therefore, not credibleI proved that to the rep I spoke with on the phone and chatted with onlineIt is unconscionable that Course Hero expects their customers to abide by terms and conditions that is not clearly posted on their sign up page while providing "homework help" from sources that cannot be trusted and not correctI cannot depend on Course Hero for help when the information cannot be trusted nor verified Furthermore, the site is not user friendlyI was unable to navigate and I clearly indicated that to the rep on the phoneWhile trying to ask simple questions I was bombarded with unnecessary popups asking to set up a profile and was unable to continue without completing this stepI explained my frustrations with how difficult and frustrating It is to ask a question in search bar but not get a relevant or correct answer or sourceThis alone was enough reason to refund my 39.00, in my opinion Lastly, as previously stated, I do not mind paying for a service that provides honest, credible, accurate, timely and user friendly information, such as CHEGG - the site I should have went to in the first placeIt is unfortunate that Course Hero would rather keep and argue with its customers while at the same time, provide horrible customer service as opposed to simply refunding my hard earned money and maintaining a positive repor with a dissatisfied customer Shame on Course Hero! Final Business Response / [redacted] (4000, 9, 2014/09/03) */ We looked further into our records, and we see on 08/20/that the user called us and spoke to a managerThe manager agreed to issue a refund if the user could provide a corrected solution and different than the one obtained from the websitePlease note that the services we offer are resources and not just solutionsHowever, we do understand from time time, there are misunderstandings or confusion Please advise the user to contact us directly at XXX-XXX-XXXX so we can further assist with his account Final Consumer Response / [redacted] (2000, 11, 2014/09/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please read, I checked my bank account this morning and noticed the being postedFirstly, thank you Revdex.com for providing a voice to the little guys who have no voice against Big Corporations and businesses who feel they can get away with unscrupulous practicesSecondly, thank you Course Hero for refunding the rest of my moneyI just hope you can use this as a learning point, that it is often times in your better interest to simply resolve a matter on the first callYour reputation is was precedes you and I would think that you would want to maintain your high ratings with the public, even if it means bending over backwards to maintain a good nameThis is what will drive Course Hero to dominance over the competition, ie Chegg, etcFighting with the little guys will notThank you for resolving my issue Sincerely, Little guy in [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/08/13) */ 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 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 signed up for a 1-year program ($95.40) on 07/29/The user contacted us on 08/06/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 08/06/we downgraded the membership to a 1-month membership to a one-time courtesy rate which still allows the user to access the membership until 08/28/ 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 and downloaded documents after upgrading to our premier membership 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 1-year membership the monthly cost of which is $per month and since multi month subscriptions are charged fully in advance, the cost of a 1-year 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 equitably Should the user have any further questions, we can be reach directly at XXX-XXX-XXXX or [redacted] @coursehero.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) If a month charge is month, why was I credited back on $They took This is not fair and I wanted my money back Final Business Response / [redacted] (4000, 9, 2014/08/20) */ As stated on the sipage as well as in our Terms of Service, it is Course Hero's policy that multi-month subscriptions are charged fully in advanceThe monthly breakdown cost for the 1-year plan is $per monthusers receive the discounted rate by selecting the longer plan which is billed in a single upfront installment of $for the entire year The price at $is not a membership plan that is offered to our usersThe monthly membership on our registration page is listed at $The user contacted us on 8/06/14, due to the activity on the account we were unable to process a full refund on the account Viewed Documents (File Name Day & Time): XXXXXXX Aug 6, // 3:44:48PM XXXXXXX Aug 6, // 3:42:45PM XXXXXXX Aug 6, // 3:41:39PM XXXXXXX Aug 6, // 3:38:27PM XXXXXXX Aug 6, // 3:34:37PM XXXXXXX Aug 6, // 3:31:49PM XXXXXXX Aug 6, // 3:30:56PM XXXXXXX Aug 6, // 3:28:53PM = ================== XXXXXXX Jul 29, // 7:50:28AM Downloaded Documents (File Name Day & Time): XXXXXXX - Aug 6, // 3:45PM XXXXXXX - Aug 6, // 3:38PM XXXXXXX - Aug 6, // 3:34PM XXXXXXX - Aug 6, // 3:33PM XXXXXXX - Aug 6, // 3:32PM XXXXXXX - Aug 6, // 3:31PM XXXXXXX - Jul 29, // 7:50AM XXXXXXX - Jul 29, // 7:36AM On 8/06/we downgraded the user's account from our year plan to the month plan and issued a refund of $
Initial Business Response / [redacted] (1000, 9, 2015/12/27) */ Hello [redacted] , Our records show your request was resolved on 12/07/by phonePlease confirm if you still need assistance with your request Regards, Customer Support Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No it was not my refund is still not here Final Business Response / [redacted] (4000, 13, 2016/01/11) */ Hello [redacted] , Our records show that your refund was issued on 12/07/We suggest reviewing your Visa card account ending in to verify whether the refund posted to your account If you are still not seeing it, please contact your credit/bank account for further information on the refund Should you still have any further questions, please let us know Sincerely, Course Hero Support
Thank you for contacting Course Hero SupportYour email is very important to us so we will be sure to get back to you as soon as possible! Currently, we're experiencing a response time of 2-business days In the meantime, we suggest checking out our Customer Support Center for frequently asked questions and new tutorial videos! Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2015/03/10) */ 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 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 cardholder subscribed to a 3-month program through a referral and received the discounted rate ($47.88) on 2/24/We did not receive any cancellation via email or our Customer Service line from the cardholder prior to the user disputing the charge with the Revdex.comWe have user logs (see below) that prove that this individual has downloaded document after logging into the paid premier account Downloaded Documents (File Name Day & Time): XXXXXXX - Feb 24, // 11:47PM 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 document
Initial Business Response / [redacted] (1000, 5, 2015/06/01) */ 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 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 [redacted] subscribed to Premier Membership on 11/29/and has been charged a recurring charge since then every month on the 29th of every monthMost recently Mr [redacted] was charged $on 5/28/A dispute with the credit card company and we received the dispute on 05/28/for the charge processed on 05/28/Since the dispute was filed directly with the credit card company, Mr [redacted] must wait to receive a reply from his financial insitution Per our refund policy, please see terms of use Paying for Access (Subscriptions) If you select the paid premium membership, Course Hero charges your credit card immediately upon your purchase of a subscription package and any renewal thereofMonthly, quarterly and annual subscription prices are listed here , and are charged one time at the time of purchaseAll subscription packages are renewed and charged automatically for successive equivalent periods until you discontinue such renewal by selecting the "Stop Recurring Payment" option under your Account SettingsYou must follow the instructions on the page to confirm the cancellation Refunds Each and every subscription package requires an upfront and immediate charge to your credit card depending on the subscription term that you elect to purchaseWe do not provide refunds once a User has viewed at least one document as a Premier UserIf your account is a recurring payment subscription, and multiple payments have occurredIf you have any other questions, please contact us at [redacted] @coursehero.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not even spelling my name correctly
Hi [redacted] I am sorry to hear that your experience with Course Hero is not matching up to your expectations! Our mission at Course Hero is to work together with students and educators to build the biggest and best digital library of course-specific questions and answers to help our users master their classes We have responded to your email inquiry with the below text: Thank you for contacting Course Hero--we are sad to see you go We typically do not honor refunds once unlocks or tutor credits have been used, but as a one-time courtesy I would be happy to issue you a full refund for the last transaction A refund in the amount of $USD will be issued to your original payment method and I have also confirmed your Monthly membership has been cancelled so you will not be charged again in the future Your financial institution will now be able to credit the amount above, which can take up to 2-business days for them to processIf you do not receive the refund within business days, please let us know Your account will now revert to a free Basic membership and you can still upload documents for unlocks, upload documents for money, rate and review your unlocked content, give advice on a school course, and refer your friends If you have any further questions, please feel free to reach out to me directly by responding to this email
Initial Business Response / [redacted] (1000, 8, 2015/06/23) */ Hello, As mentioned in a previous inquiry [redacted] 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 [redacted] @coursehero.com Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (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 / [redacted] (4000, 16, 2015/07/19) */ Hello Ms [redacted] , We have replied once again to your email listed [redacted] @aol.comPlease contact us via the email sent to you (ticket # #XXXXXX) should you have any further questions Sincerely, Customer Support Final Consumer Response / [redacted] (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