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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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O
2:03 pm EST

Lumosity.com / Lumos Labs I would definitely not recommend this website

I have recently subscribed to Lumosity.com full access. I paid yearly subscription. Now I was requesting to get a full refund of the sum I paid, just for personal reasons. It is stated on the website that refundation is possible for full year subscriptions, if this is done within the first month of subscription.
However, few days have already past since my request, and still I havent heard from Lumosity team.
I am getting really mad about them, as this seems to be terrible customer service, especially considering this is a paid service.
Hence I would definitely NOT RECOMMEND this website.

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Twerpmerp
San Francisco, US
Dec 13, 2012 1:34 am EST

I heard from them in 3 days. Got it resolved okay. Just wait a little but more.

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M
12:14 pm EDT
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Lumosity.com / Lumos Labs billing/credit card error

Attempted to sign up for one year via credit card and their system apparently had a major snafu. The credit went to somebody I don't know in Beijing China. In addition, their system then logged me into this person's account and I can see all of their personal information, including my credit to their account! If anyone from Lumosity is reading this please contact me at [protected]@gmail.com

As usual, no way to reach anyone by telephone at Lumosity to resolve this problem.

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Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Oct 30, 2012 3:17 pm EDT
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Sorry for the trouble, Mark W K! It sounds like you may have used a promotion link that had a login token for another account. This would explain why you were logged into an account other than your own -- which I can see is still on a free trial -- when you purchased a subscription. Subscriptions (except for monthly) are fully refundable within 30 days, especially in cases like these. Just contact our help desk with the date you purchased the subscription and the last name and last 4 digits on the card you used to purchase this subscription. Here's a direct link to the help desk, just click "submit a request" to request a refund: https://help.lumosity.com/home

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M
11:36 am EDT
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Lumosity.com / Lumos Labs billing error/fraud?

I did the free trial test and then decided to join and process a credit card payment. When the credit card gets processed the credit went to someone named Pearl Hung located in Beijing China. This company must have some very serious computer problems for something like to happen. As is too often the case, it is impossible to speak to anyone by telephone. You have to question the integrity of a company that will not allow you to speak to anyone live. If anyone at Lumosity is reading this you can contact me via email at [protected]@gmail.com and then we can hopefully figure out how to resolve this mess.

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R
6:26 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Lumosity.com / Lumos Labs scam

I signed up for Lumosity just to see how much it costs etc... I got an email 3 days later showing how much I've improved after my first lesson, showing my BPI was in the 92nd percentile, with bars graphs for Speed, Memory, Attention, Flexibility, and Problem Solving. I never went through ANY lesson. This information is all made up and purely fictional.

Read full review of Lumosity.com / Lumos Labs and 33 comments
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AllPowerful
, KY
Mar 22, 2016 1:28 am EDT

Why do they hide their prices? I guess I'm not surprised, seeing as how they had to pay $2 million to settle FTB's lawsuit regarding their deceptive business practices. Wow, based on everything I read in this complaint, I am staying far far away from their website. I cannot trust a business seemingly formed on a foundation of lies and false promises, all while bilking unsuspecting consumers out of millions.

https://www.ftc.gov/system/files/documents/cases/160105lumoslabscmpt.pdf

From FTC's website: Lumosity to Pay $2 Million to Settle FTC Deceptive Advertising Charges for Its “Brain Training” Program https://www.ftc.gov/news-events/press-releases/2016/01/lumosity-pay-2-million-settle-ftc-deceptive-advertising-charges

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Valued Customer lol
, BT
Dec 01, 2015 12:16 am EST

I need a direct email address for someone at Lumosity (staff) I have emailed you 4 times and had no response at all. I need to contact you urgently! Also what does "solved" mean when it is next to my messages to you.

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Shalei
Sacramento, US
Oct 28, 2012 11:04 am EDT

I keep getting charged after I canceled and I try to re cancel but they dont return emails or phone calls. How conveint. They have also disabled the "delete" account button.

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hernanesmal
, EC
May 12, 2015 8:54 pm EDT
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No me sale Lumosity en ESPAÑOL y tengo dificultades en abrirlo.
Yo pagué por dos años a partir del 10 ? de mayo de 2015, pero me sale información mía de hace 5 ? años, cuando lo suspendí,
espero que no haya confusión. Por favor chequee mi cuenta.
Gracias

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Screwed by Lumosity
Littleton, US
Nov 15, 2014 10:05 am EST

I came, I paid, and I got screwed. I signed up for a lifetime membership. I use it rarely. But now when i log in I'm directed to some testing followed by an offer to go to my personalized training program. When I click that I'm only offered several payment plans as if I weren't already a member. Disgusting.

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K Rukov
Atlantic Beach, US
Oct 27, 2014 7:36 pm EDT

no honey, it is not a scan .. But you clearly need to subscribe because i can tell that you are with really low IQ ;)

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JeaniePro
, US
Oct 10, 2014 9:52 am EDT

You are locked in for a year and cannot stop the monthly billing until the year is up. Everyone is talking about this online and not happy. If it was so good, they wouldn't need to lock you in. Lumosity will be gone in short order.

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STFU1020
Virginia Beach, US
May 17, 2014 7:34 pm EDT
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Luminosity is a rip off. The games start out fine...you complete the freebies, sign up (1 yr) and after a few weeks you noticed you're locked out of certain games...you're told to get these games again "sign up for the full version." I'm sorry, what was the years subscription for? I don't like the way they want you to carte blanche your credit card number. They're creating research on your dime...seems to me they should pay us.

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Larry B..
EHT, US
Apr 22, 2014 9:16 am EDT

I have an eight year old son with Autism. As the parent of a special needs child you are willing to go to any length and try anything to improve your child's ability to function as close to normal as possible. Very shortly after subscribing to "Lumosity's Family Plan", I attempted to cancel. I attempted many times via e-mail and through their customer service vehicles. They claim to have a money back guarantee. This policy is too short of a time and I believe it is abused by them at their own will. After many attempts, I finally got a response by e-mail. After 60 days of being a subscriber / member / owner of the software, They refused my refund. I'm #%$&@* for the money and, they have my credit card number. Do I want a company such as this to have my credit card number?
First of all their family and friends plan requires you email the invite to the other people and then set up each account which is difficult to navigate. Secondly if you invite your child to have an account you must set up an email for each whether you want them to have one or not. Then after further inspections of their material I find that it is NOT recommended for children. This company only wants your $100.00 and is nothing more than an adult Internet puzzle game. You may as well play Candy Crush or on of those Facebook games. Larry B.. EHT, NJ

airwolfflies
airwolfflies
Auburn, US
Jan 06, 2014 10:32 am EST
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That Lumosity is a SCAM!
I signed up hoping to try some of their supposed brain increasing capability games.
All I got were adds from them to unlock the next game! WtF is THAT all about?
Then I tried to start my supposed training session and the website put an overlay over my complaint message that made it nearly impossible to see what I was typing to lodge a complaint! Then there is this Hallie@Lumosity who responds to every email complaint. Nobody could physically do this, it would fall to a certain department with various employees answering those emails. Not once was I able to try any of those Lumosity games without a distracting unlock message from them!

ComplaintsBoard
F
5:42 am EDT

Lumosity.com / Lumos Labs I also have been getting an enormous amount of spam since I signed up for the trial

I also have been getting an enormous amount of spam since I signed up for the trial, I can't justify paying for a full membership to someone who sells my info to spammers. Even though I enjoy the games and was looking forward to getting a membership. You've said you don't sell to spammers but this was the only site I gave my email to in the last year and I was enjoying a spam free inbox until now. I'm very disappointed. My username is one word, the name of the country above America followed by [protected]@hotmail. I am careful about putting my email on the web, so it was easy to figure which company betrayed me. Well the second site is this one here jabber to complain about luminosity. Overall the site was good and the memory games seemed promising. I would gladly pay to see how much improvement I really find, if it was not for the way they handle the email address you give them. That destroys trust, especially since it goes against their very own privacy policy.

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Carefulwatcher
Gillette, US
Jul 05, 2012 5:07 pm EDT

I was receiving a lot of emails from them, too. I ended up unsubscribing. It quit!

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Jul 05, 2012 4:50 pm EDT
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Sorry for the trouble Frikee! However we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure. Again we're very sorry for any trouble this could have caused and if you'd like us to delete your account we can take care of it. Here's a link to our privacy policy, which we do adhere to: http://www.lumosity.com/privacy-policy

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10:14 am EDT
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Lumosity.com / Lumos Labs unauthorized withdrawl

The Spring of 2010 I signed up with Lumosity because it offered to keep my mind sharp with fun games on the computer. I used it for the year that I signed up for and stopped going to it after my membership expired. I was on hard times and had no internet access and counldn't affort rent, much less to play an $80 game online.
Apparently, they have a feature that signs you up automatically and withdrawls funds from you account. I haven't used this site in over a year and I checked my account today and had $80 taken out, which makes me wonder if they did the same thing for the last year that I haven't played.
I haven't heard anything but great reviews about this company and I couldn't believe my eyes when I saw this. I have been slighted, possibly twice from them, with a loss of a great deal of money, without so much as an email explaining any of this.
Be careful when giving your account information to Lumosity!

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Richard Likong
, US
Jan 15, 2019 7:29 pm EST

I cancelled my free 14 day trial period before the end of December 31st but my bank account was still debited on January 3rd 2019. I want my money back if not then I will have to notify Michael Finney of ABC local show 7 on your side of your scam... I also emailed twice but no answer so contact me at richard.likong7@gmail.com

Richard Likong

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Sep 14, 2012 11:25 am EDT
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Thanks for contacting us Litta, and sorry for any confusion. All of our subscriptions (except for lifetime subscriptions) are set up with automatic renewal, which can be cancelled at any time. You can cancel renewal through your account pages after logging in. Here are detailed instructions: https://help.lumosity.com/entries/21762232-will-i-be-charged

Or, just contact us via the help desk and we can cancel it for you. Here's a direct link: https://help.lumosity.com/anonymous_requests/new

Just make sure you email us using the address linked to your Lumosity account.

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litta glinert
Beverly Hills, US
Sep 13, 2012 9:10 pm EDT

i never signed up for automatic renewal. i did for one month trial and i disappointed. DO NOT CHARGE TO MY CREDIT CARD ANY MORE. Litta Glinert

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
May 07, 2012 10:14 am EDT
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Hi Nicholai,

Sorry for any confusion! When you subscribe to our site, you are signing up for a subscription 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.

As long as your subscription renewed within the last 30 days you're eligible for a full refund. You can use this link to contact our billing department. https://www.lumosity.com/contact/billing

They'll be able to cancel your subscription, process a refund and give you any other account information you need. We respond to billing inquiries submitted through this form within 1 business day, so you should receive a response promptly. If you have other questions you'd like answered here on complaints board, just let me know.

Best - Hallie

ComplaintsBoard
S
5:33 pm EST

Lumosity.com / Lumos Labs they do not respect their customers and feel they own your privacy and money once you sign on

Warning! This is a bad websight. They use every trick in the book and then some to trick and deceive. They do not respect there customers and feel they own your privacy and money once you sign on. They hound you with daily to weekly e-mails trying to sell you more.

When you try to play their games they don't always work and when you try to cancel the confirmed cancellation doesn't go through. If you use this web sight take a camera and photograph every page you complete because there is a good chance that you will not be able to save a copy once you cancel and you will need to be able to prove what you did. They are really tricky. If you visit their websight and don't sign up they send daily e-mails untill you do. The most interesting thing is is that the e-mails you receive before ever signing up will have your secret password on them after you sign up, so the original email has changed and if their is any dispute they refer back to these e-mails.

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thatrandomguy
, US
Aug 14, 2012 9:17 am EDT

STFU Sadders.

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Dec 15, 2011 7:07 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Hi Sadders - this is Hallie from Lumosity.com. I'm sorry to hear you had trouble using the site! We in know way want you to feel like we don't respect your privacy! We have a lengthy privacy policy to protect you and your information which you can see here: http://www.lumosity.com/privacy-policy

You should be able to unsubscribe from all emails by clicking the link at the bottom of any of them or you can use this link: www.lumosity.com/account/mail_preferences

Without looking at your account I can't tell you exactly where the disconnect was with canceling but as long as you're logged into the account you want to cancel you can cancel automatic renewal, or delete your account at any time through your account page: www.lumosity.com/account/edit

If you let me know your username I can look it up to see what happened. You can also always contact us through our contact page to request a refund or for any other questions: http://www.lumosity.com/contact/ask

Thanks and sorry again for any trouble! - Hallie

ComplaintsBoard
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9:16 am EST
Resolved
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Lumosity.com / Lumos Labs - caught trying to take unauthorized funds from my checking account

RUN away from this outfit!!! It's a scam.They took my checking account information and I authorized them a payment of $15/month.Approx 2 weeks after they had taken what was supposed to be a full month's payment, I saw that someone from Lumosity had already tried to get back into my account and withdraw more funds.The bank didn't allow it because it wasn't...

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3:54 pm EDT

Lumosity.com / Lumos Labs they gave my email address out to spammers

They gave my email address out to spammers. I signed up to their website a while ago using myemailaddress+[protected]@gmail.com. Three weeks ago viagra emails started arriving in my inbox sent to the +[protected]@gmail.com tag.

This, for me, dwarfs any other aspect of the site and I'd say stay away at all costs.

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lumosity IS SCAM
, JP
May 29, 2013 11:22 pm EDT

Don't fall for it, its a scam.

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Whatever19876
Chicken, US
Jan 03, 2013 10:14 pm EST

Spamfest! Scamfest! Fck themfest...

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Whatever19876
Chicken, US
Jan 03, 2013 10:10 pm EST

Use your brain...don't sign up for Lumosity...waste of time. Is nothing more than a marketing scam engine.

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Whatever19876
Chicken, US
Jan 03, 2013 10:08 pm EST

Ant btw...@Hallie...fck you! Bunch a BS.

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Whatever19876
Chicken, US
Jan 03, 2013 10:06 pm EST

They will sell your email to spammers instantly. FCK them.

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Aug 15, 2012 2:13 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We understand your frustration trex05! Just to reiterate to all Lumosity members, we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure.

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trex005
Manheim, US
Aug 15, 2012 2:05 pm EDT
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I used
myname+lumosity.com@mydomain.com and today received this spam at this address today. I checked my spam folder, and apparently my address was sold to spammers long ago because I've been getting spam for as long as my history stays in place.

Most of the spam is for male performance drugs, but today's was for buying stocks.

my domain is the dot com of tryross
and my name is travis.

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Apr 17, 2012 6:42 am EDT
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Sorry for the frustration ichris6! I just sent you a message, which should help :) Let me know if you have any questions.

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ichris6
Antioch, US
Apr 17, 2012 6:31 am EDT

Lumosity Is starting to extremely aggravate me. Hailey please respond to my message :/ or imma TAKE my money back

Hallie_Lumosity
Hallie_Lumosity
San Francisco, US
Mar 22, 2012 3:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi LumosityUser, sorry for the trouble! There shouldn't be a problem deleting your account, but I can also take care of it for you if you let me know your username.

Just to reiterate to all Lumosity members, we do not sell or share our users' email addresses with outside entities. We've investigated if or how spammers are accessing email addresses used in accounts but haven't been able to locate a breach in our system. That's not to say spammers may not be able to find email addresses in another way, and we consistently work to make sure our members' information is secure.

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