CB Online Learning Platforms Course Hero Yearly prepaid subscription/tutor questions

Course Hero review: Yearly prepaid subscription/tutor questions

Course Hero is a scam12 of Kayaks, CA

Dec 07, 2023 4:33 am EST

Verified customer

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I paid for a years subscription in May 2023 and tried to ask tutor questions at the end of november. They didn’t go through and it said I needed to verify via sms which I tried to do. It said I couldn’t so I should contact them via email which I did. I successfully verified via email because I have all the relevant info they asked for. They wrote back and said they couldn’t overwrite the sms verification and therefore couldn’t get my 6 months of tutor questions (which I have paid for) There was no trying to sort it out from their end. I’ve written several times and now they ignore me. I’m not asking for a refund of the full amount but the 6 months that they have decided not to provide the service I paid for (I also $120 usd for a year and the first 6 months was fine). I wouldn’t need a refund if they sorted out the issue like any normal company. They seem to think it’s ok to take a years worth of money and then deny me 6 months because they messed up the verification process in their system. Clearly this is deliberate to stop people like me from actually using the service we’ve paid for, ie every time we ask tutor questions they have to pay a tutor and we tend to ask questions. We were only trying to use the available questions but clearly they’re trying to optimize their profit at our expense.

Claimed loss: $60

Desired outcome: Sort out the verification so we can use the tutor questions we paid for or give us a pro rata refund of $60 USD for the 6 months they’re denying us.

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Course Hero response

Dec 08, 2023 3:39 pm EST

Course Hero customer support contacts

Phone numbers

+1 (888) 634-9397

+1 (650) 454-0742

Address

1400 Seaport Blvd., Building B, 2nd Floor, Redwood City, CA, 94063, US

Website

www.coursehero.com

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Hello Lauren - Thank you for contacting us with your concern about your account. As previously mentioned by the agent which you were working with SMS rules are in place for every account and based on a number of factors there were some issues with your account passing the check.

We want you to be able to utilize the service, as this is what you want to do and we want you to be satisfied with both the service we offer and the support we provide. On the back end we are working with engineering to look into this further. An Agent from the team should be reaching out to you again shortly to follow up on this matter with you directly.

In terms of your request for a refund after 6 months of service / time has passed I wanted to clarify - Course Hero only offers the $9.95 price if you utilize the whole year of service (which I know you are wanting to do as well).

Should a member decide to cancel the 1 year subscription there are the following options:

If it is cancelled during the first month, we can downgrade the account to a one month membership for the single month price and refund the difference back to your original form of payment.

Should a member decide to cancel during months 2 or 3, we are able to downgrade the account to the three month membership and refund the difference between the two prices.

Should a member decide to cancel after the 3 month they would pay more for the individual months than the entire year, so no refund would normally be offered.

Please rest assured we are working on this to try and resolve for you in the best way possible. Please keep an eye on your inbox.

Resolved

This complaint has been resolved automatically due to user's inactivity.