ComplaintsforCourse Hero, Inc.

Internet Services

Additional Complaint Information

Customer Complaint:

Course Hero, Inc., came to BBB's attention in September 2011. A review of the company’s complaints was done in October 2024. BBB advises consumers to review the links below for information on subscriptions, refunds, payments, and cancellations.

https://www.coursehero.com/copyright/#/terms-of-use

https://support.coursehero.com/hc/en-us/articles/200351034-How-can-I-cancel-my-Course-Hero-subscription

https://support.coursehero.com/hc/en-us/categories/200569688-Payments-Refunds

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Initial Complaint
11/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
1. The website ***************************************** said it is BBB certified but I can't find this business in BBB website.2. I subscribed for a month membership on Nov 2, 2024 and paused a few days later. It said I can resume within the next few months. I tried to resume yesterday and today and didn't find any link to do that. I filled out the support form and attached the invoice. But the webiste automatically reply and said didn't find my subscription information. There is no phone number to call the support either. I felt this website is a scam that it chargeds USD 29 monthly with no support and fake information.
Business response
11/14/2024
Hello July,

Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************************************. Should you prefer to contact us directly, you can reach us at **************** hours a day.

Regards,
Customer Support
Initial Complaint
10/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear BBB I am writing to express my concerns regarding the refund process related to my recently canceled membership. I followed all the appropriate steps to cancel within the designated timeframe, and I have emails from their associates confirming this. However, despite this, I have not been able to receive my refund of ****** Thereteam has attempted to refund my account five different times, but it seems the issue stems from the fact that my card now has a new expiration date and CVC code. The card number itself has not changedonly the expiration date and CVC have been updated. I have already communicated this information multiple times to them. I have also reached out to my financial institution, as suggested by there team. They confirmed that while the old expiration date is no longer valid, the new expiration date and CVC are active on the same account. I find it perplexing that Course hero system could charge the old card details but cannot process a refund to the updated ones.Please address this matter as soon as possible, as I would like to resolve this issue promptly.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,******* ******
Business response
10/17/2024
Hello Raymond,
Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at support@coursehero.com.

Regards,

Customer Support
Customer response
10/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22430949, and find that this resolution is satisfactory to me.

Sincerely,

Raymond Alonzo
Initial Complaint
10/13/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tried this service, wasn't impressed and canceled. Was still billed and contacted them immediately and was refused a refund even though I did not use their service after I was billed again. Scammer behavior.
Business response
10/14/2024
Hello Jamie,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at 888-634-9397, 24 hours a day.

We look forward to your email response,
Customer Support
Customer response
10/14/2024

Complaint: 22418421

I am rejecting this response because: I have not received any email communication directly. Jei.koneko@gmail.com

Sincerely,

Jamie Cox
Business response
10/14/2024
Hello Jamie,

Thank you for contacting us through the Better Business Bureau.

After further reviewing the account, it appears the user has directly disputed this charge with the bank. Unfortunately, once the charges are disputed, we are no longer able to make changes to the account. The outcome on the disputed charge will be provided directly by the users bank. For clarification, Course Hero does not share billing information. Please contact your bank for further information on this disputed charge.

Regards,
Customer Support
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I used this website for school assignment back when I was on high school, now I'm in my Junior year of College. I cancelled the account after I finished high school, but on 01/27/24 they charge my credit card without my authorization for the amount of $119. Since I did not know about this charges it damage my credit report I found out I have a charges on my card 3 months later. This hurt my credit ****** so much now I'm not even able to get ***************** loans that I need for my leaving expenses. This website has damage my education plans so much I contact them but they haven't call me back.
Business response
09/23/2024

Hello ******,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,
Customer Support
Customer response
09/27/2024

Complaint: 22323146

I am rejecting this response because:
You have not provided a substantial response. I was tricked as a minor into continually paying for your services without notification.
Sincerely,

****** ***
Business response
09/27/2024
Hello,

Thank you for contacting us through the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email registered with Course Hero (or use end of domain email). Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

Regards,
Support

Customer response
09/27/2024

Complaint: 22323146

I am rejecting this response because:
I have not seen Course Hero respond

Sincerely,

****** ***
Business response
09/28/2024
Hello ******,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,

Customer Support
Initial Complaint
09/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid $ ***** to access an article on coursehero.com, but was not ever given access to the material I purchased. I tried to reach out to coursehero.com but did not receive a refund. I was also charged $***** twice. I want Coursehero.com to refund my money. These business practices are a hassle and dishonest.
Business response
09/09/2024
Hello *******,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email registered with Course Hero. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,

Customer Support
Customer response
09/09/2024

Complaint: 22255772

I am rejecting this response because: their automated email is to inform me of a response in 3 days. It is not an offer to refund my money for services I did not ever receive.

Sincerely,

*************************
Business response
09/10/2024
Hello *******,

Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status. We have reached out to you directly via your email registered with Course Hero. If further assistance is required please reach out to our support team at ********************************.

Regards,

Customer Support
Initial Complaint
09/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I wasn't aware that this would be renewed, and I didn't authorize this charge. ****** notified me of the charge, and I contacted the company as soon as I got the ****** notification to request that this be canceled and refunded. They even have a refund clause on their website that states you have 24 hours to request a refund. Here is the reply I received:Hi ******,Thanks for reaching out to Course Hero.Course Hero is a crowd-sourced study resource which includes content our members upload and questions asked by members, to hopefully get answers! After review of the account located under the email which this email was received from, we are unable to provide you with a refund as requested. Our records tied to this account indicate the purchase was made beyond 30 days ago. As stated within our Terms of Service,, all refund requests must be made within 30 days of the original purchase date in order to be considered. We do this for a number of reasons, not least of which is to treat all of our users equitably.If you have any further questions, you may reply to this email to reach us. ************ They have yet to reply to my correction that the charge was just today - or offer any solution.
Business response
09/03/2024
Hello ******,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via your email registered with Course Hero. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

We look forward to your email response,
Customer Support
Customer response
09/04/2024

Complaint: 22226763

I am rejecting this response because: Course Hero has not reached out to me since they rejected my request for refund within 1 hour of being charged. This is the only response I have received from them, twice. Once when I originally requested the refund within the 24 hour window (1 hour after charge) and upon my response to that email when I complained that they were not honoring their own policy.
***
Hi ******,

Thanks for reaching out to Course Hero.
Course Hero is a crowd-sourced study resource which includes content our members upload and questions asked by members, to hopefully get answers!
After review of the account located under the email which this email was received from, we are unable to provide you with a refund as requested. Our records tied to this account indicate the purchase was made beyond 30 days ago. As stated within our Terms of Service,, all refund requests must be made within 30 days of the original purchase date in order to be considered. We do this for a number of reasons, not least of which is to treat all of our users equitably.

If you have any further questions, you may reply to this email to reach us.
************
****
Sincerely,

*************************
Business response
09/04/2024
Hi ******,
Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.

Regards,
Customer Support
Initial Complaint
08/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We requested a cancelation of our account in February 2024. Not only did they not cancel or refund the fee of $119.40, but they have continued to charge our account in the amount of $24.95 since that time. Efforts to communicate with this company only result in a form letter stating they cannot assist. They are operating in a dishonest manner and are taking peoples money without their consent. It is wrong. Additionally, there is no way to reach anyone from their company and speak to them.
Business response
08/12/2024
Hello *****,

Thank you for reaching out to us on The Better Business Bureau. We have reached out to you directly to resolve your concern. If further assistance is required, please reach out to our support team at ******************************** or dial ************ for immediate assistance.

Thank you,

Customer Support
Initial Complaint
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been asked to do ID verification for courshero account. Time timeline of it is as follows.On 19th July - ********* provided me with a link to verify myself and provided me with 48 hours to verify the same.On 19th July - I tried to verify myself and found the link to be expired, so i emailed to get a new link.On 20th July -Courshero provided me with a new link to verify with a time line of 1 day.On 20th July - I found the link provided was already expired and emailed it again to them to provide a proper link.On 26th July - ********* provided a new link to verify with a time line of 1 day On 26th July - I verified myself on the same day with my national ID and my face recognition.On 26th July - Courshero mentioned to me that verification is not within time line or not provided sufficient details so account is permanently closed.Regarding time frame - How can I do if there are issues with links?Regarding material - I have provided same details as I have provided while opening account with coursehero.Still I am not saying I will not provide further verification of needed.I can provide my details through mail again if they want.
Business response
08/06/2024
Hello *****,

Thank you for contacting us through the Better Business Bureau. We can understand your frustration regarding the disabling of your Tutor account. We recommend reaching out to our Tutor Support team for any questions or concerns you have regarding your closed account. Our Tutor Support team is the best and only team that *** assist you regarding your account with **********************. If your account has been disabled due to a violation of our TOS, your account will likely be permanently banned unless expressed otherwise. As we know this is not your desired resolution, these are the options available at this time.

To reach out to Tutor Support, please do so at tutor-******************************** and we will be happy to assist you there.

All the best,

Support
Customer response
08/06/2024

Complaint: 22097992

I am rejecting this response because:
If tutor support was supporting me, my account got reactivated at first place.
I want interference of authority with open mindset to understand my issue and sort it out.
Sincerely,

***************************
Business response
08/06/2024
Hello Kasim,

Thank you for reaching out to us on The Better Business Bureau. After further review of your account and information you provided, your account is permanently closed for violation of Course Hero's Terms of Use. If you have any questions, please contact **************************************

Regards,
Customer Support

Customer response
08/06/2024

Complaint: 22097992

I am rejecting this response because:
I understand about terms of use issue with coursehero.
I am working professional in ************** from ***** so as you aware I have to use VPN to work.
What mistake I did is, I started VPN and forgot to close coursehero from background.
I can also tell that the network that you will find is of ******** area (part of **)
You guys can also see I have not submitted or attended any answer using VPN.
I know I have made mistake and admit it and I am ready to apolize.
However please start my account after checking facts above. I am genuine tutor.
Tutor support is not understanding my facts.
Please help.
Sincerely,

***************************
Business response
08/08/2024
Hello *****,

We apologize that we were unable to provide you with your desired outcome or reverse the decision. The decision is final and your account is permanently closed for violation of Course Hero's Terms of Use which was explained in the communication from our team. We will not be able to make any exceptions or facilitate any further requests in connection to this account.

Best,

The Tutor Support Team
Customer response
08/08/2024

Complaint: 22097992

I am rejecting this response because:
This is not fair with the tutor if everything explained by them and they don't get their account back even after they are right.
You can see and understand that I am right and have a proper explanation for the incident.
I am ready to write any higher authority a mail of apology.
I want to know what I can do to get my account back.
Final decision can't be amended because of correct facts?
I have 93% positive rate which you can understand really good.
Coursehero will loose really good tutor and I will loose my earnings due to please.
If I am wrong in any facts, I am ready to accept your decision.
This is all what my purpose is.
Sincerely,

***************************
Initial Complaint
07/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company falsely charged me for a membership when I don't have one and never did. I received a charge through an email stating thanks for my membership when I don't have one, and have explained I don't have one. There is no record of me having started a membership with them on their side and I never started one with them. They claimed my student account had a membership, but then contradicted themselves by stating that there's no record on my account of a membership, no payment method to pay for one, nor any history noting that I purchased one. This is very scam like and they are playing dumb and need to refund me. I had heard multiple other people I know that also have a phantom charges from them, so this is how they operate hoping I will give up and allow them to falsely rip me off. The pic below proves I don't have a payment method nor any history on my "account" that shows I paid or purchased a membership with them.
Business response
07/26/2024
Hello ***,

Thank you for contacting us via the Better Business Bureau. To ensure we come to a mutually agreed upon resolution, we have reached out to you directly via email. Kindly reply to the email so that we resolve your request as soon as possible. Should you prefer to contact us directly, you can reach us at **************** hours a day.

Regards,
Customer Support
Initial Complaint
07/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased Course Hero in 2023 and was able to partially use their services. I was unable to continue to utilize their services and cancelled my subscription but received no feedback. Course Hero tried to charge my bank account on 7-22-2024 without authorization. When I notified Course Hero today, 7-23-2024, the representative stated they had no communication from me cancelling my subscription in 2023, therefore will not offer a refund. I have been unable to utilize this program, but the company did take the funds. The subscription was for an entire year, however, I was only able to access the program less than six months of the year. It was very difficult trying to reach a CSR rep to begin with and this is no way to run their business. I am a very unhappy customer and I will advise my fellow classmates of the horrible experience I am having with Course Hero.
Business response
07/23/2024
Thank you for reaching out to us on The Better Business Bureau. Our records indicate we have been in direct contact with you regarding your account status, if further assistance is required please reach out to our support team at ********************************.

Regards,
Customer Support

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ComplaintsforCourse Hero, Inc.

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