Good Day, We really do want to help resolve everything, and the best way to do that is if we have a call with the customer and her bank on the lineOn our end, we do see there was a refund in the amount of $USD and it was issued to her original payment method on May 26, The refund was processed on the day the account was renewedIn some cases, we do see that the refund is processed faster before the original charge for the membershipWe do not see any other transaction in May for the account associated with the provided emailWe previously requested that the user contact us with her bank on the line so that we may walk through her statement together so that we may see if that is what the user is seeing, and if her bank had some confusion when they had assisted herWe were also hoping that if that wasn't the case, that we can gather more information from her bank in order to investigate further We have also asked for her phone number so that we may call her and then do a three way call with her bankHere are the dates that we have reached out requesting this: May 31, June 1, June 5, June 7, June 8, On June 8, our Customer Support Manager attempted to get in touch by phone at 11:AM Pacific time but since there was no answer she left a voicemail and also followed up via emailPlease see the following email we sent the customer on June 7, for an example of our correspondence (redacted for her privacy): Hello (Redacted), Thank you for your survey feedback and I am sorry if there was any mis-communication about speaking with you directlyWe really do want to help you find a resolution, but as we don't see the other transaction you're referring to, we really are only able to solve this if you are on the phone with us and the bank I would be happy to give you a call if you gave me your numberWhile we're not able to dial your bank's number, you can then dial your bank while we're waiting on hold to get us all together on a three-way call I hope this helps to clarify how we can best work together to resolve this for you and I look forward to talking to both you and your bank! [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Hello ***, We're sorry to hear you were not able to find Course Hero usefulOur records show that your inquiry was reviewed again recently and a manager replied and resolved your inquiryShould you still have questions or need further assistance, please reply back to the email sent to youIf all is satisfied, we'd greatly appreciate a positive rating here and submit the case as closed Best Regards, Course Hero Support
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While I understand a business might not like an attempt to block the credit card and play hardball afterwardsMy suggestions is to make your payment process a little more forthcoming to those who chargeFor those that accidentally get charged also make the process simple Thank you for listening to my concerns and agreeing to refund a percentage of the total feeAs I spoke to your customer service folks and explainedElectronic signatures can be tracked very easilyYou could see the digital foot print matched everything I had saidSo it was a little bit frustrating to deal with people who only read from a scriptYou finally did refund me a portion of the charge and I can appreciate your honesty in this Sincerely, [redacted]
This company is a scam. They take your money and not help you with your home work. I have a very important assignment due today, and none of their "tutors" where able to help me. Don't even think about calling them on the weekend, they are a Monday - Friday business. I want a refund and they are not available to call. Do not waste your money.
Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hello [redacted] , We apologize for the delay in replying back to your inquiryOur moderators work very hard to review inquiries as soon as possibleThis week we have received a large number of inquiries due to the last week of finals and we are handling requests in the order receivedOur records show that our Support Team has reach out to you directly via emali and waiting for some additional information to move forward with your requestPlease reply back to the email directly to expedite this correspondence Thank you for your patience and we look forward to resolving your request Regards, Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2015/01/08) */ Hello, We would be more than happy to assist with this accountPlease contact [redacted] @coursehero.com with the first and last name on the account or the email address tied to the account so we can further review this request Sincerely, Course Hero Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ We attempted to search for this users email address and under the first and last name but were unable to find any historyPlease provide the email registered with Course Hero so we can better assist with this request Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ We have contacted the user directly via email. If there are no further questions, please reply back to the email at [redacted] @coursehero.com. Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/04/22) */ Course Hero is not sponsored or endorsed by any college or university 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 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 [redacted] subscribed to our 1-year program ($95.40) on 02/27/We informed the user on 02/of our Terms of Use and refund policyDue to the activity within the account, we were unable to provide the cardholder with a refundHowever, we offered to downgrade the account to one of our lower plansWe have user logs (see below) that prove that this individual has accessed documents after upgrading to our premier membership Accessed Documents (File Name Day & Time) XXXXXXX Feb 27, // 5:28:01PM XXXXXXX Feb 27, // 5:26:35PM XXXXXXX Feb 27, // 5:25:13PM Due to the sensitivity of the content access, we are unable to provide a full refundIf the user would like to adjust their current membership, we are more than happy to work with them to resolve the matterPlease contact us at [redacted] @coursehero.comThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before to the rep whom I emailed that I was unable to view the documentsThe refund policy was not made aware until after I contact that supportOnce again I was able to view the content of the website I wouldn't want my funds backThis company is a rip offI am requesting a full refund and wish to never have a membership with a company who cannot produce what is needed to a customerIf my full is not refunded then I will have to seek legal assistance Final Business Response / [redacted] (4000, 13, 2014/05/12) */ We are more than happy to work with this user and offer to downgrade the membership to one of our lower plansSince we have no control of how members use and access the study materials (all study content is online and accessed through the website), we do not issue refundsWe have attached our Terms of Use below Information about the user's account previously stated, Ms [redacted] accessed study documents which consist of homework questions and answersThese types of documents are valuable to our paying users and for this reason, we cannot provide a full refund We are willing to downgrade the membership to one of the lower plans we offer (ie3-month for $and 1-month plan for $39.95) and process a refund for the difference) We provide the Terms of Use up-front and it is freely available at any timeUser agree to the Terms when creating a membership on the site [redacted] 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 occurred, under no circumstances will we refund anything but the very last payment in case of a dispute by a UserAdditionally, unused Tutors Credits expire upon the expiration or cancellation of subscription package and cannot be redeemed for cashFor any billing related questions in regards to payment and refunds, please contact Customer Service at [redacted] @coursehero.com We do not provide refunds for Content you purchase from our Services (for example, if you purchase a set of flashcards or an Expert Answer)If you have an issue with any such purchased Content, please contact us at [redacted] @coursehero.com Final Consumer Response / [redacted] (4200, 15, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it hard to believe that any company is not able to give a full refundThat's just madnessIm ready to settle this so place on the one month for and refund me the difference which should be around Business Response / [redacted] (4000, 21, 2014/05/27) */ Please contact us at [redacted] @coursehero.com if you have not received the refund Thank you,
Initial Business Response / [redacted] (1000, 5, 2014/03/03) */ 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 are a platform where students can connect academically via various means one of which is uploading notes originated by them to share with other members As stated within our Terms of Service (http:// [redacted] ), Course Hero's policy is that we only consider issuing refunds when the user has not viewed 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 user's account indicate that she had accessed at least documents after upgrading to our premier membership Documents Viewed (Doc ID/Date/Name) [redacted] Feb 22, // 05-CS107-Midterm [redacted] Feb 22, // 06-CS107-Midterm-Solution [redacted] Feb 22, // CS205A hw6_solutions We have verified the three documents explicitly show questions and answers from Stanford CS and 205A from Winter Due to the sensitivity of the content accessed by the user, we had previously mentioned to the user, we were unable to provide a full refundOur refund policy states we cannot issue refunds once study materials have been access since we have no control of how the information is used As a courtesy, we can provide a partial refund for the userWe offer a 3-month membership for $or a 1-month plan for $We can adjust the membership and process a refund for the remaining differencePlease contact us directly at [redacted] and in the subject provide the Revdex.com case numberThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Hello Ms [redacted] , We apologize for the confusion you experiencedAll of our membership subscriptions are charged in advanced especially and it appears the subscription you selected provides you with the lowest monthly rate but our purchase page indicates a full payment is needed We reviewed your account see that this inquiry has already been processed by our Support team within hours of your original inquiry to Course HeroOur records show that you were offered a downgrade since there were already documents unlocked after the initial purchase was made therefore you were not offered a downgrade to the month membership and a partial refund was processed Should you have any further questions, please let us knowOtherwise, we'd greatly appreciate if we could assume this case closed Best Regards, Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2014/10/29) */ 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 XXXX XXXXXXXX signed up for a 1-year program ($95.40) on 10/24/The user contacted us on 10/24/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 10/24/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 documents and downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXX Oct 24, // 3:02:44PM XXXXXXX Oct 24, // 3:02:09PM XXXXXXX Oct 24, // 1:47:33PM XXXXXXX Oct 24, // 1:22:54PM XXXXXXX Oct 24, // 1:17:28PM XXXXXXX Oct 24, // 1:16:16PM = ================== XXXXXXX Oct 10, // 12:32:23PM XXXXXXX Oct 10, // 12:31:14PM XXXXXXX Oct 10, // 10:53:57AM = ================== XXXXXXX Sep 26, // 11:31:53AM XXXXXXX Sep 26, // 10:56:39AM XXXXXXX Sep 26, // 10:03:15AM Downloaded Documents (File Name Day & Time): XXXXXXX - Oct 24, // 3:02PM XXXXXXX - Oct 24, // 1:23PM XXXXXXX - Oct 24, // 1:12PM XXXXXXX - Oct 24, // 1:11PM XXXXXXX - Oct 24, // 1:10PM XXXXXXX - Oct 24, // 1:52PM XXXXXXX - Oct 24, // 1:37PM 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that this company needs to realize that they should have their billed in advanced as big as the so called monthly amount isI also think that they should not adverise the monthly service if a customer is going to be billed for the whole yearI also think that they should have a better policy that if a customer does not understand the terms and conditions that they should receive a full refund, whether or not they downloaded anythingI simply thought I was only payng for a month not a whole yearUntil I looked at my bank account
Initial Business Response / [redacted] (1000, 8, 2014/05/22) */ 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 advancePer our refund policy, we do not provide refunds when a user has viewed at least one document [redacted] subscribed to 1-year program ($95.40) on 04/25/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 accessed document after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXX Apr 25, // 4:07:08AM managerial accounting,(test bank) 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 Due to the sensitivity of the documents on the site, we cannot provide refunds, however the account for Ms [redacted] has been closed and refunded as of 04/25/
Initial Business Response / [redacted] (1000, 5, 2014/08/19) */ 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 06/29/The user contacted us on 08/12/to cancel the membershipPer our terms of use we advised the user that we could not issue a refund but on 08/12/we cancelled the recurring payment to ensure that the user will not be billed again in the future We have user logs (see below) that prove that this individual has viewed documents and downloaded documents throughout the duration of the membershipThe cardholder did not cancel the recurring subscription through the account services or by contacting Customer SupportTherefore, the cardholder was charged again on 07/29/ Per our Terms of Use, 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 page Please view the cardholder's activity below: Viewed Documents (File Name/Date & Time): XXXXXXX Jul 10, // 8:55:04PM = ================== XXXXXXX Jun 29, // 6:41:34PM XXXXXXX Jun 29, // 6:41:29PM XXXXXXX Jun 29, // 6:41:12PM Download Documents (File Name/Date & Time): XXXXXXX - Jun 29, // 6:39PM
Hello, We have spoken with [redacted] and we have provided tutor credits which are available for his immediate useHe agreed with the resolution and I have followed up with my agents to provide go over some coaching opportunities on how to better explain our policies Best,
Initial Business Response / [redacted] (1000, 5, 2014/05/27) */ 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 materialsWe 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 04/13/The user contacted us by email on 05/15/requesting we cancel the accountDue to the activity within the account, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has accessing documents after upgrading to our premier membership We informed the user of the Terms of Service (as stated on the Sipage) and that due to the activity on the account we would not be able to provide a full refundOn 05/15/we downgraded her membership to a 1- month membership at a rate of $and we issued a partial refund in the amount of $to the account ending in Viewed Documents (File Name Day & Time) XXXXXXX Apr 26, // 7:14:48PM XXXXXXX Apr 26, // 7:13:17PM = ================== XXXXXXX Apr 20, // 11:33:03AM 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 All correspondences with the user have been responded toPlease see the attachment below
Initial Business Response / [redacted] (1000, 5, 2015/10/25) */ Hello ***, As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not unlocked 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 unlocked document with contained solutions Our records reflect we've been trying to contact you since 10/and sent a follow up email to your original email of contact under [redacted] @hotmail.comPlease check your spam filter in the case these emails are mistakenly being routed there Please reply to our emails so that we can assist you as soon as possible Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) the wrote to me and the said they would reembourse me but I would have to pay for a month , the first month and reembourse me for the difference
Hello, Kindly view the response we emailed a short while ago after being contacted confirming the requested refund: Hello, Thank you for contacting Course HeroIt seems there is some confusion regarding our sipageWe 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.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
Hi [redacted] and [redacted] I apologize that this process has been so frustrating and I wish that you had contacted us before notifying your financial institution to file the dispute. Our records show we have received a disputed request for a payment from your financial institution on... November 25, 2016 and your account was therefore disabled. Since a dispute was filed directly with your financial institution, we are unable to process any refunds or reactivate your account. Once a dispute is filed, we lose control of the resolution process and are obligated to cooperate with your financial institution's investigation. Since your financial institution has notified you of the result, and the final outcome was in favor of the merchant, there will be no changes made to the account. However, as a courtesy, we are willing to reenable the account and provide you with one year of service. Whenever you would like, just contact [redacted] @coursehero.com and we can reactivate your account for you. Thank you for your understanding and patience.
Good Day, We really do want to help resolve everything, and the best way to do that is if we have a call with the customer and her bank on the lineOn our end, we do see there was a refund in the amount of $USD and it was issued to her original payment method on May 26, The refund was processed on the day the account was renewedIn some cases, we do see that the refund is processed faster before the original charge for the membershipWe do not see any other transaction in May for the account associated with the provided emailWe previously requested that the user contact us with her bank on the line so that we may walk through her statement together so that we may see if that is what the user is seeing, and if her bank had some confusion when they had assisted herWe were also hoping that if that wasn't the case, that we can gather more information from her bank in order to investigate further We have also asked for her phone number so that we may call her and then do a three way call with her bankHere are the dates that we have reached out requesting this: May 31, June 1, June 5, June 7, June 8, On June 8, our Customer Support Manager attempted to get in touch by phone at 11:AM Pacific time but since there was no answer she left a voicemail and also followed up via emailPlease see the following email we sent the customer on June 7, for an example of our correspondence (redacted for her privacy): Hello (Redacted), Thank you for your survey feedback and I am sorry if there was any mis-communication about speaking with you directlyWe really do want to help you find a resolution, but as we don't see the other transaction you're referring to, we really are only able to solve this if you are on the phone with us and the bank I would be happy to give you a call if you gave me your numberWhile we're not able to dial your bank's number, you can then dial your bank while we're waiting on hold to get us all together on a three-way call I hope this helps to clarify how we can best work together to resolve this for you and I look forward to talking to both you and your bank! [redacted]
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Hello ***, We're sorry to hear you were not able to find Course Hero usefulOur records show that your inquiry was reviewed again recently and a manager replied and resolved your inquiryShould you still have questions or need further assistance, please reply back to the email sent to youIf all is satisfied, we'd greatly appreciate a positive rating here and submit the case as closed Best Regards, Course Hero Support
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me While I understand a business might not like an attempt to block the credit card and play hardball afterwardsMy suggestions is to make your payment process a little more forthcoming to those who chargeFor those that accidentally get charged also make the process simple Thank you for listening to my concerns and agreeing to refund a percentage of the total feeAs I spoke to your customer service folks and explainedElectronic signatures can be tracked very easilyYou could see the digital foot print matched everything I had saidSo it was a little bit frustrating to deal with people who only read from a scriptYou finally did refund me a portion of the charge and I can appreciate your honesty in this Sincerely, [redacted]
This company is a scam. They take your money and not help you with your home work. I have a very important assignment due today, and none of their "tutors" where able to help me. Don't even think about calling them on the weekend, they are a Monday - Friday business. I want a refund and they are not available to call. Do not waste your money.
I would not use this service again or recommend to a friendThey will charge you without use and will not issue a refund
Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Hello [redacted] , We apologize for the delay in replying back to your inquiryOur moderators work very hard to review inquiries as soon as possibleThis week we have received a large number of inquiries due to the last week of finals and we are handling requests in the order receivedOur records show that our Support Team has reach out to you directly via emali and waiting for some additional information to move forward with your requestPlease reply back to the email directly to expedite this correspondence Thank you for your patience and we look forward to resolving your request Regards, Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2015/01/08) */ Hello, We would be more than happy to assist with this accountPlease contact [redacted] @coursehero.com with the first and last name on the account or the email address tied to the account so we can further review this request Sincerely, Course Hero Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ We attempted to search for this users email address and under the first and last name but were unable to find any historyPlease provide the email registered with Course Hero so we can better assist with this request Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ We have contacted the user directly via email. If there are no further questions, please reply back to the email at [redacted] @coursehero.com. Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/04/22) */ Course Hero is not sponsored or endorsed by any college or university 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 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 [redacted] subscribed to our 1-year program ($95.40) on 02/27/We informed the user on 02/of our Terms of Use and refund policyDue to the activity within the account, we were unable to provide the cardholder with a refundHowever, we offered to downgrade the account to one of our lower plansWe have user logs (see below) that prove that this individual has accessed documents after upgrading to our premier membership Accessed Documents (File Name Day & Time) XXXXXXX Feb 27, // 5:28:01PM XXXXXXX Feb 27, // 5:26:35PM XXXXXXX Feb 27, // 5:25:13PM Due to the sensitivity of the content access, we are unable to provide a full refundIf the user would like to adjust their current membership, we are more than happy to work with them to resolve the matterPlease contact us at [redacted] @coursehero.comThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before to the rep whom I emailed that I was unable to view the documentsThe refund policy was not made aware until after I contact that supportOnce again I was able to view the content of the website I wouldn't want my funds backThis company is a rip offI am requesting a full refund and wish to never have a membership with a company who cannot produce what is needed to a customerIf my full is not refunded then I will have to seek legal assistance Final Business Response / [redacted] (4000, 13, 2014/05/12) */ We are more than happy to work with this user and offer to downgrade the membership to one of our lower plansSince we have no control of how members use and access the study materials (all study content is online and accessed through the website), we do not issue refundsWe have attached our Terms of Use below Information about the user's account previously stated, Ms [redacted] accessed study documents which consist of homework questions and answersThese types of documents are valuable to our paying users and for this reason, we cannot provide a full refund We are willing to downgrade the membership to one of the lower plans we offer (ie3-month for $and 1-month plan for $39.95) and process a refund for the difference) We provide the Terms of Use up-front and it is freely available at any timeUser agree to the Terms when creating a membership on the site [redacted] 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 occurred, under no circumstances will we refund anything but the very last payment in case of a dispute by a UserAdditionally, unused Tutors Credits expire upon the expiration or cancellation of subscription package and cannot be redeemed for cashFor any billing related questions in regards to payment and refunds, please contact Customer Service at [redacted] @coursehero.com We do not provide refunds for Content you purchase from our Services (for example, if you purchase a set of flashcards or an Expert Answer)If you have an issue with any such purchased Content, please contact us at [redacted] @coursehero.com Final Consumer Response / [redacted] (4200, 15, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it hard to believe that any company is not able to give a full refundThat's just madnessIm ready to settle this so place on the one month for and refund me the difference which should be around Business Response / [redacted] (4000, 21, 2014/05/27) */ Please contact us at [redacted] @coursehero.com if you have not received the refund Thank you,
Initial Business Response / [redacted] (1000, 5, 2014/03/03) */ 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 are a platform where students can connect academically via various means one of which is uploading notes originated by them to share with other members As stated within our Terms of Service (http:// [redacted] ), Course Hero's policy is that we only consider issuing refunds when the user has not viewed 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 user's account indicate that she had accessed at least documents after upgrading to our premier membership Documents Viewed (Doc ID/Date/Name) [redacted] Feb 22, // 05-CS107-Midterm [redacted] Feb 22, // 06-CS107-Midterm-Solution [redacted] Feb 22, // CS205A hw6_solutions We have verified the three documents explicitly show questions and answers from Stanford CS and 205A from Winter Due to the sensitivity of the content accessed by the user, we had previously mentioned to the user, we were unable to provide a full refundOur refund policy states we cannot issue refunds once study materials have been access since we have no control of how the information is used As a courtesy, we can provide a partial refund for the userWe offer a 3-month membership for $or a 1-month plan for $We can adjust the membership and process a refund for the remaining differencePlease contact us directly at [redacted] and in the subject provide the Revdex.com case numberThank you
Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Hello Ms [redacted] , We apologize for the confusion you experiencedAll of our membership subscriptions are charged in advanced especially and it appears the subscription you selected provides you with the lowest monthly rate but our purchase page indicates a full payment is needed We reviewed your account see that this inquiry has already been processed by our Support team within hours of your original inquiry to Course HeroOur records show that you were offered a downgrade since there were already documents unlocked after the initial purchase was made therefore you were not offered a downgrade to the month membership and a partial refund was processed Should you have any further questions, please let us knowOtherwise, we'd greatly appreciate if we could assume this case closed Best Regards, Course Hero Support
Initial Business Response / [redacted] (1000, 5, 2014/10/29) */ 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 XXXX XXXXXXXX signed up for a 1-year program ($95.40) on 10/24/The user contacted us on 10/24/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 10/24/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 documents and downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXX Oct 24, // 3:02:44PM XXXXXXX Oct 24, // 3:02:09PM XXXXXXX Oct 24, // 1:47:33PM XXXXXXX Oct 24, // 1:22:54PM XXXXXXX Oct 24, // 1:17:28PM XXXXXXX Oct 24, // 1:16:16PM = ================== XXXXXXX Oct 10, // 12:32:23PM XXXXXXX Oct 10, // 12:31:14PM XXXXXXX Oct 10, // 10:53:57AM = ================== XXXXXXX Sep 26, // 11:31:53AM XXXXXXX Sep 26, // 10:56:39AM XXXXXXX Sep 26, // 10:03:15AM Downloaded Documents (File Name Day & Time): XXXXXXX - Oct 24, // 3:02PM XXXXXXX - Oct 24, // 1:23PM XXXXXXX - Oct 24, // 1:12PM XXXXXXX - Oct 24, // 1:11PM XXXXXXX - Oct 24, // 1:10PM XXXXXXX - Oct 24, // 1:52PM XXXXXXX - Oct 24, // 1:37PM 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 Consumer Rebuttal / [redacted] (3000, 7, 2014/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think that this company needs to realize that they should have their billed in advanced as big as the so called monthly amount isI also think that they should not adverise the monthly service if a customer is going to be billed for the whole yearI also think that they should have a better policy that if a customer does not understand the terms and conditions that they should receive a full refund, whether or not they downloaded anythingI simply thought I was only payng for a month not a whole yearUntil I looked at my bank account
Initial Business Response / [redacted] (1000, 8, 2014/05/22) */ 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 advancePer our refund policy, we do not provide refunds when a user has viewed at least one document [redacted] subscribed to 1-year program ($95.40) on 04/25/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 accessed document after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXX Apr 25, // 4:07:08AM managerial accounting,(test bank) 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 Due to the sensitivity of the documents on the site, we cannot provide refunds, however the account for Ms [redacted] has been closed and refunded as of 04/25/
Initial Business Response / [redacted] (1000, 5, 2014/08/19) */ 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 06/29/The user contacted us on 08/12/to cancel the membershipPer our terms of use we advised the user that we could not issue a refund but on 08/12/we cancelled the recurring payment to ensure that the user will not be billed again in the future We have user logs (see below) that prove that this individual has viewed documents and downloaded documents throughout the duration of the membershipThe cardholder did not cancel the recurring subscription through the account services or by contacting Customer SupportTherefore, the cardholder was charged again on 07/29/ Per our Terms of Use, 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 page Please view the cardholder's activity below: Viewed Documents (File Name/Date & Time): XXXXXXX Jul 10, // 8:55:04PM = ================== XXXXXXX Jun 29, // 6:41:34PM XXXXXXX Jun 29, // 6:41:29PM XXXXXXX Jun 29, // 6:41:12PM Download Documents (File Name/Date & Time): XXXXXXX - Jun 29, // 6:39PM
Hello, We have spoken with [redacted] and we have provided tutor credits which are available for his immediate useHe agreed with the resolution and I have followed up with my agents to provide go over some coaching opportunities on how to better explain our policies Best,
Initial Business Response / [redacted] (1000, 5, 2014/05/27) */ 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 materialsWe 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 04/13/The user contacted us by email on 05/15/requesting we cancel the accountDue to the activity within the account, we were unable to provide the cardholder with a full refundWe have user logs (see below) that prove that this individual has accessing documents after upgrading to our premier membership We informed the user of the Terms of Service (as stated on the Sipage) and that due to the activity on the account we would not be able to provide a full refundOn 05/15/we downgraded her membership to a 1- month membership at a rate of $and we issued a partial refund in the amount of $to the account ending in Viewed Documents (File Name Day & Time) XXXXXXX Apr 26, // 7:14:48PM XXXXXXX Apr 26, // 7:13:17PM = ================== XXXXXXX Apr 20, // 11:33:03AM 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 All correspondences with the user have been responded toPlease see the attachment below
Initial Business Response / [redacted] (1000, 5, 2015/10/25) */ Hello ***, As stated within our Terms of Service, Course Hero's policy is that we only consider issuing refunds when the user has not unlocked 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 unlocked document with contained solutions Our records reflect we've been trying to contact you since 10/and sent a follow up email to your original email of contact under [redacted] @hotmail.comPlease check your spam filter in the case these emails are mistakenly being routed there Please reply to our emails so that we can assist you as soon as possible Sincerely, Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) the wrote to me and the said they would reembourse me but I would have to pay for a month , the first month and reembourse me for the difference
Hello, Kindly view the response we emailed a short while ago after being contacted confirming the requested refund: Hello, Thank you for contacting Course HeroIt seems there is some confusion regarding our sipageWe 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.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
Hi [redacted] and [redacted] I apologize that this process has been so frustrating and I wish that you had contacted us before notifying your financial institution to file the dispute. Our records show we have received a disputed request for a payment from your financial institution on... November 25, 2016 and your account was therefore disabled. Since a dispute was filed directly with your financial institution, we are unable to process any refunds or reactivate your account. Once a dispute is filed, we lose control of the resolution process and are obligated to cooperate with your financial institution's investigation. Since your financial institution has notified you of the result, and the final outcome was in favor of the merchant, there will be no changes made to the account. However, as a courtesy, we are willing to reenable the account and provide you with one year of service. Whenever you would like, just contact [redacted] @coursehero.com and we can reactivate your account for you. Thank you for your understanding and patience.