ComplaintsforDuolingo
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Cannot cancel Duolingo annual subscription.The personal account on the web tells you to go to the app to cancel the subscription.The app tells you to go to the web to cancel the subscription.I cannot find a way to end this cycle and cancel the *************** second complaint is that they have made the cancellation process so difficult as to "force" subscribers to continue because it is TOO difficukt to ********* third complaint is that they make it easy to delete your account, yet they tell you clearly that it will not stop the subscription.But once you delete the account it seems you are stuck for ever paying for the subscription.Business response
11/19/2024
Hello,
It looks like you were able to cancel your subscription. We have issued a refund as requested.
We provide the opportunity to erase your personal data in accordance with global privacy laws. As you've mentioned, we clearly state that doing this does not cancel your subscription, which is why we advise you to cancel prior to erasing your account.
Have a great day!
Customer response
11/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me because I have received a refund and it appears they have canceled my subscription (they falsely claim I had done it).
Regards,
Constantin VaitsosInitial Complaint
11/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for a free week trial of duolingo Upon signing up for *** free week I was charged *****. I did not authorize this purchase.Business response
11/19/2024
Hi ******,
It looks like our support team has already assisted you. In the future, we ask that you please allow our team the opportunity to assist before submitting complaints here. Have a great day!
Customer response
11/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
11/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Duolingo offered me several times that they would remind me 2 days before charging me for their yearly subscription. They did not do send me any notificacin. This is deceitful practice. I contacted ***** Store to get my refund but they denied my request twice.Business response
11/19/2024
Hello,
We confirmed that a reminder notification was sent on November 4. If you had notifications disabled for Duolingo at that time, you may not have received it.
I'm sorry to hear that ***** has denied your refund request. We are unable to process the refund from our end, as ***** does not share your payment information with developers. I recommend contacting ***** Support to speak to one of their specialist!Customer response
11/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
****** *******Initial Complaint
10/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On Sept. 25, 2024, Duolingo charged my credit card for $83.99 without my authorization. I actually didn't even know this company and didn't have any contact with them. I think this was actually a fraud. I don't know where they got my credit card number and put a fake charge to my card! This must be a very terrible company, something is very wrong. I have asked my card issuence bank to investigate.Business response
11/07/2024
Hello,
Duolingo is a language learning app. We offer paid subscriptions for learners. If you did not authorize this transaction, it is possible that someone gained access to your credit card information and purchased a subscription. We suggest contacting your bank to report this, as we cannot locate the transaction without a receipt.
Customer response
11/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I would like to withdraw the complaint after talking to my credit card bank. The card may had been used by someone without my knowledge, but it should not be a mistake of the merchant.
Regards,
**** *****Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I took multiple Duolingo English test and I want to complain that all the reasons they gave to me are "your response was taken from pre-existing sources". I am very much annoyed by this, what does it even mean by pre-existing sources when I completely answer these the test by myself??? I bought like 4 tests and they all gave me this ridiculous answer, now nearly my 300 dollars were wasted. It's not a big money, but I just want my test to be verified and I want this Duolingo stupid AI checking system to be fixed BECAUSE I DIDN'T CHEAT. That's all I want.Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a Duolingo subscription. I paid for an entire year up front and still have several months left. My account became compromised as my password was leaked as per their automated email. I then recieved an email that members I did not know were added to my family plan. Followed by emails that my password and email were changed. It took me a while but I got back into the account. My app language was changed making it difficult to navigate but I figured it out. It took me hours to secure my account and get my password updated. In this time the scammers who accessed it completely wiped my ten years of progress in the app and reset the account as if it were new. My premium remained. Now all of this is annoying, especially a decade of work gone with nothing I can do, but it got worse. I kicked the people added to my family plan out but they got re added which made me realize I needed to find the option to log out of other sessions so they no longer had access. After much frustration I discovered that Duolingo does not offer this option. Regardless of how much I secure my account, if they are logged in, they stay logged in until they themselves log out and theres nothing I can do. I cant even start my language learning from scratch if I chose since whoever is in my account can continuously reset it. I dont think I need to explain, but this is a huge lapse in security, especially for a business as large as Duolingo. They have not responded to my support request and when I asked others for advice online I was basically told good luck on getting a response. I cancelled my renewal for the account but that is still several months away. I have an account I cant use because my data will be reset yet I am paying for it and the fact that again, ten years of data is gone, is extremely disheartening. Why would they make the reset of progress and xp as simple as pressing a button?Initial Complaint
10/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Purchased a trial subscription and was charged for a full annual subscription of $104 without notification. Duolingo is unwilling to refund. On investigation this appears to be an ongoing problem with Duolingo But in the **, this is considered a deceptive business business practice. ***** refuses to refund. **** says wait for ***** and Duolingo does not allow a contact.Business response
10/25/2024
Hello,
We have received all 16 of your emails since we've last spoken to you regarding your subscription. Contrary to your complaint, we do offer support. We do not engage with messages such as "Fuck you, parasites," etc, which is why we've stopped replying to you. Our initial response to you remains accurate. You must request your refund from *****. ***** literally does not allow developers to issue refunds on their behalf. We do not have your payment information, and the transaction was directly between your bank and *****. Please contact ***** Support for further assistance as outlined in the instructions we provided. We can no longer engage with your questions regarding a refund as we have provided the only solution several times. Have a great day!
Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I registered for the Duolingo English Test as is it a requirement for my university entrance. I paid nearly $100(CAD) for the test and read through the rules carefully. During my test, my watch, which is neither connected to my phone nor the internet, had a medication alarm go off. I silenced the alarm and continued my test as there was nothing else I could do. I was told that my test could not be evaluated because I interacted with a phone or other mobile device during the test. I filed an appeal clarifying that my watch is used only for time and medication reminders (I take several at varying times throughout the day). I reviewed a video on their rules which clearly states that genuine mistakes can be appealed and offered a re-write at no charge. I asked for a re-write at no charge and was again told (after my explanation) that I interacted with a phone or other mobile device during the test. I feel this whole system is a scam. I did not interact with a phone or mobile device. I turned off a medication alarm which I clearly explained. I said that I would remove my watch if allowed to write again and that it was an honest mistake. I would also schedule it around my medication times to avoid this happening again. Very frustrated, especially since they have a video clearly outlining the opportunity for a no charge re-write on their site, but refuse to honor it. This information is also listed on their site, which will attach to this complaint. I do not have a lot of time before I need to submit my score. If I am forced to purchase another test without being given credit, I would like a refund for one of the two. If they change their decision regarding my second appeal and allow me a credit, I will withdraw my complaint.Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took Duolingo's English test 4 times. First 3 attempts: falsely accused of looking away. 4th attempt: couldn't verify independent typing. Appeals ignored, no refund or retry. Suspect intentional targeting/bias. I'm pretty sure they are doing this on purpose. In fourth attempt I change the I'd to confirmed and now pretty sure please help me regarding this. First three test, I gave in September they said I looked away from screen so I said okay. I change the I'd and gave the test now they deceived to me with new method, said we couldn't confirm you typed in the writing section independently. I provided all evidence and now they are saying buy again and give the test we are not going to refund or giving you any extra chance. For whole one month I'm mentally disturb and gave on my dream. Actually I don't wanna do anything after that they made fool of me my friends are laughing on me they are saying see your bad luck.-First three test( I'd: **************************************).Date: in September.-Fourth test( I'd: **************************************).Date: October 6, 2024.Business response
10/09/2024
Hello,
We're sorry your tests could not be certified. Your appeal has not gone ignored, as you've spoken to 4 individual proctors regarding your results through our support channels. Our decision remains final.
Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello,I paid $79.99 for the Super Duolingo and supposed to receive unlimited usage/mistakes. The app locks me out after 5 mistakes in a 24hr period. I have contacted the business by email, on ******************** (private message and written on their wall), and have not received a reply. I tried looking for a phone number online and cant find one.I would appreciate if someone can call me to fix this issue or please refund me for the extra that I paid.Thank you for your help ******Business response
10/09/2024
Hello,
You have two accounts with two different email addresses (esabbak@hotmail.com and essbbak@hotmail.com). Your super subscription was recently transferred to the account using esabbak@hotmail.com. Please sign into that account to access your subscription features.
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Customer Complaints Summary
162 total complaints in the last 3 years.
68 complaints closed in the last 12 months.