Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Hello ***, Our records show your inquiry was resolved directly via email on 12/22/If you still need help from us, please reference email # #XXXXXXIf all is resolved, we'd greatly appreciate if you provide us with a positive reply and confirm this request is closed Best Regards, Course Hero Support Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meI do not care anymoreYou have my money and I have nothing Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ 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 materialsSince the study material on the site is user generated, we cannot guarantee each specific or exact solution or information has been posted on the siteThe educational materials or tutoring help should not be used 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 We have user logs that prove that this individual has accessed documents after upgrading to our premier membership XXXXXXXX Dec 5, // 12:49:06AM XXXXXXXX Dec 4, // 6:13:07PM XXXXXXXX Dec 4, // 6:12:39PM As stated within our Terms of Service along with our FAQ support pages, 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 in most cases is due to the sensitivity of information within the study material If the user has any other questions about our policy, we are more than happy to clarifyThank you
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Course Hero provides online study resources that supplement college courses and help students study more effectivelyCourse Hero provides an open platform where students and teachers of all ages can share and access high quality learning resources regarding a wide variety of subjects We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advanceAdditionally our refund policy is located on the website so users can review the information in the case they have questions about our policy [redacted] subscribed to 1-month program ($39.95) on 05/12/I looked up our history and see that the user contacted us on 05/14/and spoke with a representativeThe call was then escalated to me and I called and left a voicemail on 05/14/at 5:24PM PTAdditionally I did send a follow up email with some options right after my voicemail Due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed document sand downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXXX May 12, // 10:41:54AM XXXXXXXX May 12, // 9:27:21AM Downloaded Documents (File Name Day & Time): - May 12, // 10:41AM - May 12, // 9:27AM 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 We are more than happy to resolve this with Ms [redacted] directlyTo do so, please reply back to the email sent Sincerely, [redacted] Customer Support Manager X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 8, 2015/12/10) */ Hello Ms***, We apologize for the delayed replyWe see that you signed up on 11/20/for a (1-year program which is advertised at $with a full sum of $required at the time of selectionThis plan provides the greatest savings if paid for annuallyWe informed you via email on 11/20/of the pricing differences and confirmed that since there were no services used you were eligible for a refundWe see that a full refund was processed on 11/20/ Should you have any further questions or concerns, please contact us at [redacted] @coursehero.com Regards, Course Hero Support We see that your inquiry was resolved the same date this case was filed and the same day that you sent us an email
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Hello Ms [redacted] , 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 documentsThis refund policy is stated on our Frequently Asked Questions and Terms of Use Additionally, our records show that a correspondence via email was already sent to you on 10/5/to the email used to send this requestThe ticket number to reference is #XXXXXX In order to best assist you, please reply back to the email as soon as possible Sincerely, Course Hero Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made them aware within min of signing up that the information was not what I needed and I would like to cancel my subscription and receive a full refund backI believe this is fraud because you can't see the information until you download itI am totally entitled to a refund and that is the outcome I want at this junction
Salutations, I'm sending you this email to inform the Revdex.com that I wish to cancel my complaint against [redacted] , as I have received a resolution from the company, and no longer require bureau intervention
Hello, Please find a copy of the email we sent yesterday afternoonWe had clarified our pricing terms and she decided to downgrade her plan to the one month option: Hi [redacted] ,Thank you for confirming how you wanted to proceed!As discussed, I have changed your Annual membership to the Monthly membershipA 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 futureYour financial institution will now be able to credit the amount stated, 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.If you sign up again for a Premier membership, you can avoid the automatic renewal by hovering over your username on the top right of the page and then clicking on Account Settings and then click on Stop Recurring MembershipOnce you’ve finished that process, you will receive an email confirming that your membership has been cancelled successfullyHere is a handy gif that shows how to cancel your membership.Please note: when you cancel your membership, you will still have Premier access until it expires.Once the membership period ends, your account will revert to our 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 [redacted] Course Hero Support [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ Hello, We apologize for any confusion with the membership or the services we provide with the membershipWe 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Coursehero and I included the complete chat conversation I had with CourseheroThe person I spoke to acknowledged that MANY of your customers have the same problem after they sign up so clearly there is a problem with your advertising practices All communications can be made here Final Business Response / [redacted] (4000, 9, 2015/04/27) */ We have contacted the user directly via email for further informationIf any further questions please reply back directly to the email Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ 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 subjectsCourse 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 02/17/After purchasing the membership, Course Hero provides users with a confirmation receipt page and email, displaying the specific membership and charge to their accountAdditionally, users who decide to cancel the subscription, can stop the recurring payment through the account settingsThis option does not cancel the membership or access to the site 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 We have user logs (see below) that prove that this individual has viewed at least documents after logging into the paid premier accountAs 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 nature of our services, we cannot control what users do with the information accessed (ietest questions, homework solutions, lecture notes, etc.) According to ***'s account, we had downgraded her account to our 1-month membership ($39.95)A refund for $was processed directly back to her credit card Please contact us at [redacted] @coursehero.com if there are any further questionsThank you Final Consumer Response / [redacted] (2000, 7, 2014/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2014/07/29) */ 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 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 Mr***'s account indicate that he had accessed at least documentSince we have no control on how the information is used, we do not provide refunds We are more than happy to adjust the account to our 1-month membership, please contact us at [redacted] @coursehero.com and reference your account informationThank you
Initial Business Response / [redacted] (1000, 8, 2015/12/31) */ Hello ***, Our records show your inquiry was resolved directly via email on 12/22/If you still need help from us, please reference email # #XXXXXXIf all is resolved, we'd greatly appreciate if you provide us with a positive reply and confirm this request is closed Best Regards, Course Hero Support Initial Consumer Rebuttal / [redacted] (2000, 10, 2016/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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 meI do not care anymoreYou have my money and I have nothing Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2014/12/11) */ 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 materialsSince the study material on the site is user generated, we cannot guarantee each specific or exact solution or information has been posted on the siteThe educational materials or tutoring help should not be used 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 We have user logs that prove that this individual has accessed documents after upgrading to our premier membership XXXXXXXX Dec 5, // 12:49:06AM XXXXXXXX Dec 4, // 6:13:07PM XXXXXXXX Dec 4, // 6:12:39PM As stated within our Terms of Service along with our FAQ support pages, 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 in most cases is due to the sensitivity of information within the study material If the user has any other questions about our policy, we are more than happy to clarifyThank you
Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Course Hero provides online study resources that supplement college courses and help students study more effectivelyCourse Hero provides an open platform where students and teachers of all ages can share and access high quality learning resources regarding a wide variety of subjects We make it very clear on the payment registration page that the 1-month, 3-month and 12-month subscriptions are billed in advanceAdditionally our refund policy is located on the website so users can review the information in the case they have questions about our policy [redacted] subscribed to 1-month program ($39.95) on 05/12/I looked up our history and see that the user contacted us on 05/14/and spoke with a representativeThe call was then escalated to me and I called and left a voicemail on 05/14/at 5:24PM PTAdditionally I did send a follow up email with some options right after my voicemail Due to the activity within the account, we were unable to provide the cardholder with a refundWe have user logs (see below) that prove that this individual has viewed document sand downloaded documents after upgrading to our premier membership Viewed Documents (File Name Day & Time): XXXXXXXX May 12, // 10:41:54AM XXXXXXXX May 12, // 9:27:21AM Downloaded Documents (File Name Day & Time): - May 12, // 10:41AM - May 12, // 9:27AM 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 We are more than happy to resolve this with Ms [redacted] directlyTo do so, please reply back to the email sent Sincerely, [redacted] Customer Support Manager X-XXX-XXX-XXXX
Initial Business Response / [redacted] (1000, 8, 2015/12/10) */ Hello Ms***, We apologize for the delayed replyWe see that you signed up on 11/20/for a (1-year program which is advertised at $with a full sum of $required at the time of selectionThis plan provides the greatest savings if paid for annuallyWe informed you via email on 11/20/of the pricing differences and confirmed that since there were no services used you were eligible for a refundWe see that a full refund was processed on 11/20/ Should you have any further questions or concerns, please contact us at [redacted] @coursehero.com Regards, Course Hero Support We see that your inquiry was resolved the same date this case was filed and the same day that you sent us an email
Initial Business Response / [redacted] (1000, 5, 2015/10/05) */ Hello Ms [redacted] , 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 documentsThis refund policy is stated on our Frequently Asked Questions and Terms of Use Additionally, our records show that a correspondence via email was already sent to you on 10/5/to the email used to send this requestThe ticket number to reference is #XXXXXX In order to best assist you, please reply back to the email as soon as possible Sincerely, Course Hero Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made them aware within min of signing up that the information was not what I needed and I would like to cancel my subscription and receive a full refund backI believe this is fraud because you can't see the information until you download itI am totally entitled to a refund and that is the outcome I want at this junction
Salutations, I'm sending you this email to inform the Revdex.com that I wish to cancel my complaint against [redacted] , as I have received a resolution from the company, and no longer require bureau intervention
Hello, Please find a copy of the email we sent yesterday afternoonWe had clarified our pricing terms and she decided to downgrade her plan to the one month option: Hi [redacted] ,Thank you for confirming how you wanted to proceed!As discussed, I have changed your Annual membership to the Monthly membershipA 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 futureYour financial institution will now be able to credit the amount stated, 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.If you sign up again for a Premier membership, you can avoid the automatic renewal by hovering over your username on the top right of the page and then clicking on Account Settings and then click on Stop Recurring MembershipOnce you’ve finished that process, you will receive an email confirming that your membership has been cancelled successfullyHere is a handy gif that shows how to cancel your membership.Please note: when you cancel your membership, you will still have Premier access until it expires.Once the membership period ends, your account will revert to our 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 [redacted] Course Hero Support [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ Hello, We apologize for any confusion with the membership or the services we provide with the membershipWe 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 Consumer Rebuttal / [redacted] (3000, 7, 2015/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted Coursehero and I included the complete chat conversation I had with CourseheroThe person I spoke to acknowledged that MANY of your customers have the same problem after they sign up so clearly there is a problem with your advertising practices All communications can be made here Final Business Response / [redacted] (4000, 9, 2015/04/27) */ We have contacted the user directly via email for further informationIf any further questions please reply back directly to the email Sincerely, Customer Support
Initial Business Response / [redacted] (1000, 5, 2014/03/06) */ 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 subjectsCourse 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 02/17/After purchasing the membership, Course Hero provides users with a confirmation receipt page and email, displaying the specific membership and charge to their accountAdditionally, users who decide to cancel the subscription, can stop the recurring payment through the account settingsThis option does not cancel the membership or access to the site 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 We have user logs (see below) that prove that this individual has viewed at least documents after logging into the paid premier accountAs 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 nature of our services, we cannot control what users do with the information accessed (ietest questions, homework solutions, lecture notes, etc.) According to ***'s account, we had downgraded her account to our 1-month membership ($39.95)A refund for $was processed directly back to her credit card Please contact us at [redacted] @coursehero.com if there are any further questionsThank you Final Consumer Response / [redacted] (2000, 7, 2014/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response / [redacted] (1000, 8, 2014/07/29) */ 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 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 Mr***'s account indicate that he had accessed at least documentSince we have no control on how the information is used, we do not provide refunds We are more than happy to adjust the account to our 1-month membership, please contact us at [redacted] @coursehero.com and reference your account informationThank you