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Lumosity.com / Lumos Labs Customer Service Phone, Email, Contacts

Lumosity.com / Lumos Labs
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2.4 29 Reviews

Lumosity.com / Lumos Labs Complaints Summary

10 Resolved
19 Unresolved
Our verdict: Engaging with Lumosity.com / Lumos Labs, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Lumosity.com / Lumos Labs reviews & complaints 29

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Newest Lumosity.com / Lumos Labs reviews & complaints

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4:31 pm EDT
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Lumosity.com / Lumos Labs score numbers

Dear Lumosity Complaint Department,

I am frustrated with your score numbers as they are the same no matter how well or poorly I play, and especially on the MEMORY number that says 858 every time. Please correct my problem, as I try to do Lumosity everyday because I am smarter.

My husband, Jim Talcott, would like to be on Lumosity, as well. How?

Diane Talcott [protected]@hotmail.com
1035 Linda Lane
Evergreen, Co. 80439
!-[protected]

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11:59 am EDT

Lumosity.com / Lumos Labs brain games renewal

I was surprised to see the renewal of the Lumosity Brain Games for a charge of $59.95. As much as I have enjoyed the challenge of the Lumosity Games, I did not plan to renew as I simply cannot afford it. Please refund the money to the TD Bank debit card:[protected] expiration:08/22. The USAA card which you used has been cancelled.
Mary Louise Cole.
Any questions? Please call me at [protected] or Email me at [protected]@aol.com.
Thank you for your prompt response to this request,
Mary Louise Cole

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11:10 am EDT
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Lumosity.com / Lumos Labs online cognitive games

On 9/7/2017 my debit card was charged $59.95, transaction number 930394, Lumosity order # [protected] and last four digits of card are 6571.
The change was not authorized; that you notified me via the lumosity website is not sufficient as I rarely login in. I want the money reimbursed immediately. I would give this company a verbal lashing, however any company with this kind of business practice would be unaffected by any condemnation. Not only is the charge erroneous and dishonest, but that you do not have customer service representatives to address such issues is further indication of Lumosity's deplorable business practices.
Let me make this clear, I want my subscription cancelled and I except all funds to be reimbursed in a professional and timely manner.
If word-of-mouth is the greatest form of advertising, put your money on me verbally destroying Lumosity to everyone that will listen.
I hope this has given you enough detailed information. If you want "polite" stop stealing peoples money!
Sincerely, a very unhappy customer,
Christine Fecteau

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4:07 pm EDT

Lumosity.com / Lumos Labs unauthorized withdrawal against debit card

Had subscribed to Lumosity for over 4 years, but decided to cancel earlier this year. Contacted them and requested they cancel the auto-renewal of my subscription. Was surprised to see to a Lumosity charge of $79.95 against my checking account this month. This was odd because the method of payment I had on file most recently with them was a credit card, and it had since been canceled. It became obvious that Lumosity kept my payment details from years ago, even though I had no longer authorized them to use my debit card, and they apparently kept trying until they found a payment method that would permit the unauthorized charge to go through.

Notified my bank, and they are reporting this a fraud case. Recommend you do the same if you experience this issue with Lumosity.

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1:40 pm EST

Lumosity.com / Lumos Labs don't buy lumosity on itunes and don't expect support if you have a problem

I loved Lumosity and subscribed for 2 annual subscriptions in the past. I recently renewed my subscription through iTunes not thinking about any "terms & conditions" difference between doing it through the browser or otherwise. I had fun and quickly decided I wanted to upgrade to a Family Subscription. Lumosity's "Family Subscription" links took me to my account page where there was clearly no option to upgrade. After digging I found a page indicating that if I signed up through iTunes I should send an email if I want to upgrade. So, I sent an email and I was coldly told that no upgrade was possible if I signed up through iTunes and "Ashley" advised that I should disable auto-renew and just wait till my current subscription expires. Then I can upgrade to the family plan. Well, thanks to all the Lumosity training my brain is working well enough to know that it is a very stupid suggestion to wait 12 months for my subscription to expire to add the rest of my family because Lumosity's management doesn't have the flexibility to accommodate a long-term customer who renewed under the wrong platform and wants to upgrade and buy more from the company. The crass answer from the "help desk" left such a bad taste in my mouth I just want to drop the whole thing. If I had just signed up through a browser or Google Play, I could just cancel within 30 days and get my money back. Or, if I had just gone with the monthly plan... no problem. But, a good customer ready to pay a year up front, and then even more to include the rest of his family

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7:32 am EST

Lumosity.com / Lumos Labs i'm very disappointed.

I subscribed for few years and really enjoyed the product. However, there was one thing I didn't know about. The subscription was set to auto-renew and every time it was renewed automatically by default. I realised it when I discovered that my credit card was charged several times. I wasn't planning to continue using their service, so I filled out an online cancellation form. I thought I did everything right, but for no reason Lumosity didn't cancel my subscription. I contacted the company and was offered a refund, but several months passed and still no money. I'm very disappointed.

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2:56 pm EDT

Lumosity.com / Lumos Labs auto-renewal

I paid for Lumosity on 9/17/2014 and used it for a few weeks. After becoming disillusioned with the program, I CANCELED the auto-renewal. I checked back many times to make sure I was still canceled. To my disbelief, I received a notification from my credit card company that I had been charged for another full year.

I logged into my account and it had been changed back to auto-renewal. I emailed them and immediately filed a complaint with the Better Business Bureau.

My credit card still had it on "pending, " so I could not file a complaint yet. on 9/18/2015, I received an email from Lumosity that my refund was being applied immediately. I also received my case number from BBB and they would be contacting Lumosity as this is something Lumosity does on a regular basis.

I filed a complaint with my credit card this morning. I am so angry that a company would stoop so low as to change back cancellations.

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11:28 am EDT
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Lumosity.com / Lumos Labs unauthorized charge

There is a charge on my debit card for $79.95. The description on my bank transaction log is "Purchase Lumosity.com 8777770502CA. card 0832" The date of the transaction is 9/17/15. I did not order this and want the charge reverses ASAP.
T.he name on the card is Patsy J Flaniken
This charge put me in an overdraft situation. The overdraft charge is $12.50. I want that refunded to me also.

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Update by Patsy Flaniken
Sep 19, 2015 11:31 am EDT

This charge appeared on 9/17/15 in my bank account. I did not authorize it. I want the charge and the overdraft charge refunded to my account.

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klewi39
, US
Apr 22, 2016 10:58 pm EDT

I have a charge on my credit card for $22.50 which I did not authorize. I want this and any future charges removed from my card ending in 4041. the card is Keith D Lewis and the reference on the charge is2490641FZOPJKYXEV.

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meysembourg
, US
Nov 30, 2015 5:30 pm EST

I did not authorize the charge on my paypal account on 11-30-2015 the transaction ID is 3GB1367892412702F. I do not want to renew my membership. My email is bookbinder1@msn.com Thank you

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10:44 pm EDT
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Lumosity.com / Lumos Labs won't reply to my submit a request emails

I was having trouble resetting my password. Lumosity offered GREAT customer support. They determined that the problem was because I set my account up for my son who was under the age of 13 at the time. They said if I filled out a permission form, they would be able to allow me to reset the password. I filled out the form, mailed it to them, and have not heard anything from them since that time. I have sent emails to the original customer support people. No reply. I have sent additional "submit a request" forms. No reply. I have asked for someone to PLEASE respond. Nothing. My son has now missed out on a month's worth of training that has already been paid for. I am surprised by how poor the customer service has been because it was initially so great.

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8:46 pm EDT

Lumosity.com / Lumos Labs deceptive billing

Lumosity is hiding information and the capability for a subscriber to cancel your subscription.

The Account Settings page makes no mention of the fact that your billing is set up through iTunes and cancellation needs to be done through iTunes. The "Help" page has been broken for the last 3 months (or at least since when i first tried to use it) - how convenient

If it doesn't occur to you that the billing is through iTunes (I'm not used to this - made plenty of app purchases but no subscription purchases), then you're left scratching your head over how you have a full access plan with no billing information on file.

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10:26 am EDT
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Lumosity.com / Lumos Labs debited my card wo permission

I joined Lumosity last year, but rarely used it at all. I am retired and on a fixed income. I would have never re-ordered this. However, my son was looking at my account this morning and nocticed that in September they had deducted $69.95 from my account. He said that he was surprised that I ordered that again and I let him know that I DID NOT order it again. I want my money back in my account. The first year, I only used it five time or so. This is a scam! I intend to contact the NC Attorney General's Office, Consumer Protection Division. I have emailed them a copy of my bank statement with the charge on it. I am furious!

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safshepper@gmail.com
, US
Nov 11, 2018 1:13 pm EST

Lumosity billing practices are unfair. They keep months of a subscription if you do not request a refund in 30 days. They are making money for a product you do not receive. This must be because they are in financial trouble over the lawsuit they just lost for false claims. Poor customer service, bad billing practices.

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action 1
, US
Sep 11, 2018 2:12 am EDT
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DATE: OCT 23, 2017 CLIENT NUMBER/TRANSACTION ID 2K062360CB1802630 REQUEST REFUND AND CANCEL ANY ONGOING TRANSACTIONS Iwould appreciate anything you can do to help me through this. this transaction was through PayPal. The total was 59.95. Thanks again for your cooperation. Ican be reached at [protected] Janet L Stout jstout43@sbcglobal.net

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Treva Finks
, US
Sep 02, 2018 12:01 am EDT
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My credit card has been charged without authorization. I demand a refund!

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Treva Finks
, US
Dec 09, 2017 11:43 am EST
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See all of the above complaints!

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Treva Finks
, US
Dec 09, 2017 11:42 am EST
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My credit card has been charged without authorization. I demand a refund NOW.

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Treva Finks
, US
Dec 08, 2017 11:29 am EST
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Updated by Treva Finks, Dec 08, 2017
My credit card has been charged without authorization. I demand a refund!

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Treva Finks
, US
Dec 08, 2017 11:27 am EST
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My credit card has been charged without authorization. I demand a refund!

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2:32 pm EDT
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Lumosity.com / Lumos Labs charged for another year without permission.

Please credit my charge card for $79.95 which you took out of my account July 3, 2014.
You have my email address but here it is again [protected]@yahoo.com
The numbers before your phone number on my bill is 8328143.
I just received my bill July 22, 2014.
This is unlawful. It is sad that you have such a nice program but and then you do this without permission.
Please credit my account immediately.
Carole O'Sullivan

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jaux1941
, US
Jan 12, 2017 10:39 am EST

On Jan. 10, 2017 I was charged through PayPal for $59.95. Please advise what the charge is for. There was no description listed. The Paypal transaction ID 4WK 102637M5651057.

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7:19 am EDT
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Lumosity.com / Lumos Labs changed criteria

I have had Lumosity for quite some time. Last year I decided to try to raise the score and I was really successful and then it became very laborious. I did manage to raise my percentile score to the 99. percentage across the board. Then they changed the algorhythims. I tried a new game and the allover score dropped 35 points. I complained and all I got was a defense of their product. When I told them to cancel the account, they said sorry can't give you a refund because you paid over 30 days ago. I told them to stop defending their nonsense and listen. I don't really care about the money but will not ever use this again. It was ok for the moment, but never again!

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10:47 am EDT
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Lumosity.com / Lumos Labs robbing money in public

Auto renewal on monthly subscription is no less than robbing someone's money in pubic and later state that they are allowed to do so because of their policy. They have been pulling money from my credit card for the last 5 months, without sending me an email or informing me. They have all the time in the world to send the promotional stuffs in our junk mail, but their policy wont allow to inform someone that they are taking money from their pocket. So unfortunate that i cant find a place where i can file this complaint and take them to the court.

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Sam99922
, AU
Jul 21, 2014 5:16 am EDT

Having the same problem with them here in Australia, get out of them asp they are a scam.

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6:59 pm EDT
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Lumosity.com / Lumos Labs auto renewal

If you read this, just get out of Lumosity
I started to play it on 2014.01.03 and subscribed it with a credit card
and almost after one month, I made another payment with the same credit card on 2014.01.31
A month later, I stopped playing. it was exactly 2014.02.27.
But they just keep alerting and annoying me with a "daily reminder"
I was wondering why they do this on me when I am done with them?
And I found that I was still paying them!
They billed me extra three times on 2014.02.03, 2014.03.01, 2014.03.03
I understand the payment on 2014.03.01 because my subscription to this scam site was AUTO-RENEWAL which I am really upset about. They never told me about it!
but it doesn't matter anymore, because the two payments on 2014.02.03, 2014.03.03 are just the greatest scam I ve ever seen.
As said above, they billed me on 2014.01.31 and 2014.03.01(which is against my will) and they just billed me two days after those days! And I am not alone, this happened to many people, and their explanation is "We didn't do it"
Are you kidding me? i really want to shut down Lumosity badly

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Liltrueself54
Spokane, US
Mar 09, 2014 7:13 pm EDT

I cancelled my subscription and was charged anyway from my account.

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5:58 pm EST
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Lumosity.com / Lumos Labs family plan failure

Lumosity - Family Plan Option is failing with absolutely no help or response from the company. I have gone to their "Help" desk option explained the problem and have had no assistance at all.

While I can access as the main account holder none of my family can access their accounts as part of the4 family plan. This is very suss and looks like a complete rip-off!

Beware. By the way does anyone have a direct email to this company?

Cheers

Nathan

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11:08 am EST
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Lumosity.com / Lumos Labs cant use website unless you pay

I signed up for their supposedly free brain improving games. Got confirmation email I was now a registered user of their website. Had a confirm email address link to click. Did that and used my login to access the website. After a lengthy menu driven list of what I wanted to accomplish with my memory skills, then a message appears saying I cannot unlock those braim training games I had selected previousl. But to now unlock them, I would have to pay using my CC info! Repeatedly tried logging out and then logging in again to get access to those games, but site said they needed to be unlockedso I would have full access!
To put a stop to that selected my account then deleted it. Then got message saying if I deleted my account I would no longer be able to train my brain by playing their brain improvement games! Yet I never once was able to play anything at this scamming website! So I still cancelled my account by deleting it, then logged out of this scam of a website.

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5:33 pm EST
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Lumosity.com / Lumos Labs stealing money

This company charged me for an annual renewal which they automatically opted me in for via fine print. They did not notify me when they were going to charge me the renewal. When I discovered it they refused to refund the fee because it had been more than 30 days, but I did not notice the charge because I had not been notified. I had not used their service for over a year and in fact I tried to cancel soon after I signed up but there was no way to cancel as there was no contact information on their website.

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9:06 pm EST
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Lumosity.com / Lumos Labs unauthorized charge

I paid a full year's access to Lumosity's brain training program ($79.95), but when my credit card was deactivated, Lumosity blocked my access even though it was paid full. I sent an email to inquire but got no response. Then a year later, I activated my credit card, and I just found from my card statement that Lumosity charged another $79.95 without any notification. I cannot believe this type of company can legally exist.

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Jay Melugin
, US
Mar 14, 2016 3:39 pm EDT

Lumosity is s scam being investigated by the Federal Govt. They ignored my request to cancel their service (which was worhless). I notified them over 1 year ago and now I find that my PayPal account has been charged again for "renewal" BEWARE of the thieves, they are scammers. It is noteworthy that after a media blitz 2 years ago, they no longer advertise.

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sue shanaberger
, US
Dec 02, 2015 6:28 pm EST
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I just received my Visa statement and to my surprise I saw a payment of 79.95 to your company.

Months ago I attempted to close this account, and thought that the closure was in effect. I have not attempted to play these games since then. As the action was so long ago, I am unable to say for sure how I cancelled this program.

Please close this account and credit my Visa account.

Sincerely, Mary Sue Shanaberger

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Hrry C.pickyp
, US
Aug 17, 2015 2:23 pm EDT

I do not wish to renew my lumosity account, My na, e is Harry C, Pickup
harry.pickup@yahoo.com
[protected]

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Nadine Hamilton
Palm Springs, US
May 08, 2015 11:16 pm EDT
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My account number is [protected] and I wish to discontinue my subscription to lumosity. It has been charged to my credit card, please reverse the amount from my card. Nadine Hamilton I can be reached at [protected] or nadinehamilton@yahoo.com.
Thank you for your prompt attention to this matter.
Nadine Hamilton

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MeishaML
, US
Mar 27, 2015 4:52 pm EDT

Am extremely dissatisfied.. I had a family and friends account; they did not like and would not use. I called and cancelled my automatic renewal last year (I was being billed $129.99). I just found out that they charged me credit card another $129.99. I have been unable to talk to them. I have sent another email request and have additionally left a voicemail which will probably not be answered even though I left all of my contact information. I am going to check into alternative measures I can take if they do not refund my money..

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Ann Stewart
Lake Bluff, US
Oct 05, 2013 12:20 pm EDT
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Horrendous customer service. Very creepy! Tried to cancel after realizing that they took 62.73 out of my checking, after stating that they would be taking 5.22. Unable to contact through their website ( will not let me send my request), and cannot reach them by phone ( phone # [protected]). I am so creeped out by this experience. A fly by night operation that doesnt care about customer satisfaction, or anything but making money off of us!

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10:35 pm EST
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Lumosity.com / Lumos Labs wrongfully charged over and over

Auto renew should be illegal.i signed up for a 30 day trial with lumosity.com as advertised on television and I trusted that company with my credit card information and I declined the monthly membership! However lumosity set me up on "auto renew" which is another term for monthly charge. It is credit card abuse and a violation of a of our civil liberty to conduct business and trust a companies professionalism.i am beyond disappointed and their customer service is horrible. As a hard working human being I strongly advise not giving your credit card information to lumosity.com. They say they are in the brain traing business but they are in the pick pocketing business! Jesus bless you.

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Hallie_Lumosity
San Francisco, US
Jan 10, 2013 5:40 pm EST
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Sorry for any confusion! Lumosity is a subscription site, like Netflix or your cell phone plan. All Lumosity subscriptions are set up with with automatic renewal, which can be cancelled at any time. You can find this information on our Terms of Service, our purchase page, under "your account" after logging in and in the purchase confirmation we emailed you.

Did you try to cancel renewal via your account pages or by contacting us via our help desk? If you did you should not have been charged for renewal. Contact us via the help desk now and we can look into what may have happened. Here's a direct link: https://help.lumosity.com/home

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