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Customer Discussions > Kindle forum

Audible credit card practice


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Showing 1-25 of 41 posts in this discussion
Initial post: Jan 16, 2014 2:29:10 AM PST
Bill White says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Jan 16, 2014 2:52:29 AM PST
Bill, are you asking our opinion as other customers, or are you wanting to contact Audible? This is just a customer forum here.

Posted on Jan 16, 2014 3:14:20 AM PST
Bill White says:
I have contacted Audible several times and as you can see the issue persisted without resolution.
The question is an open one for anyone reading the post.

Posted on Jan 16, 2014 3:24:19 AM PST
Artist says:
I had an audible account. I cancelled it after the 6 month commitment without any problems. I still have a membership there while paying nothing each month. I can still download freebies, and I can pay for any audio book that I want to purchase. I never had a problem with the. Of course, I worked with audible.com, not audible.uk.

In reply to an earlier post on Jan 16, 2014 3:50:31 AM PST
Bill White says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

In reply to an earlier post on Jan 16, 2014 4:14:54 AM PST
Artist says:
Even though they are owned by Amazon, they are all separate companies with separate billing departments. Have you contacted audible.com to discuss it with them, since they are the ones who are billing you?

In reply to an earlier post on Jan 16, 2014 4:25:51 AM PST
Last edited by the author on Jan 16, 2014 6:08:41 AM PST
While I understand the need to vent, would your time and effort not be better spent in getting both companies (in turn) on the phone, and try the next level of resolution? And I do mean *phone*; give up this email nonsense--you'll never get anywhere that way. CALL them during regular working hours for wherever their hub is (Washington [State] for .com).

Also, get your credit card company BACK on the phone, if necessary; they should be able to ~literally~ talk to Amazon with you on the line for conflict resolution.

WE can't help you. But do report back how it turns out.

(Edited to remove extra words. Darn 1st gen Fire.)

In reply to an earlier post on Jan 16, 2014 4:52:09 AM PST
Sarida says:
Here in the US, if we are billed for something we did not purchase, we can contact the credit card company and they can remove the charges and get the money back from the vendor.

You didn't say what the US Audible people said when you contacted them.

In reply to an earlier post on Jan 16, 2014 1:58:02 PM PST
Last edited by the author on Jan 17, 2014 3:32:32 AM PST
Part of the reason I asked is because it's not very clear from your OP exactly what steps you've taken and what the results have been. The text of one email means very little in the overall picture, except to confirm that Audible UK agrees your subscription has been cancelled.

So, what are the answers to these questions, so we've got more hope of giving you suggestion that a) you haven't already tried, and b) might actually ascertain what's happening:

1) When did you take out an Audible subscription and what exactly were its terms (what payment, for how long, and any early-exit clauses)?
2) Have you asked *your bank* (not Audible UK) where the charges are being issued from?
3) What did this sentence in your OP mean: "When my card expired and the payments were transferred to this."?
4) Have you asked your bank how they determined that the resumption of charges was "a conscious act and not a default"?
5) What actual contacts have you made with Audible (and which one), and what have the responses been (in summary only - we really don't need copies of all your emails or conversation transcripts)?

Posted on Jan 17, 2014 1:42:07 AM PST
Bill White says:
Am puzzled by how audible.com got my details.
I ordered one book that is all. It was published in the US so I was automatically transferred to Audible.com for this transaction.
I had no arrangement with them.

The lady I spoke to through the Audible UK site, (her email is appended at the beginning of this trail) was able to see that Audible.com was charging me but unable to interact with them in any helpful way.

To recap:
I have have had unauthorized sums of money withdrawn from my visa account by Audible.
This has been stopped by me and restarted by Audible without authorization.

Audible should be actioning and resolving it not me.
I should not be required to phone all sorts of people that I have nothing to do with at odd hours for the UK.
I have done nothing wrong.
I have read my bank statement, (how many people have not and are being charged by Audible for nothing?).
All that is required is for the reality of the situation to be clarified and for Audible to resolve it correctly.

The use of emails is required in order to establish an agreed reality and stick to it.
I am unclear as to where I am supposed to be venting but the other posts on this all trying to oppose what I say do appear to have some emotional content.

I am sorry if I am a nuisance.

It would be good if some of the effort put in to rubbishing what I say was put into resolving the problem.

One wonders who one is in communication with here.

In reply to an earlier post on Jan 17, 2014 1:59:22 AM PST
Dog Lover says:
<One wonders who one is in communication with here.>

Bill,

The thing is that we are all customers here. Other than sharing personal experiences, we can not help in this situation. I've been a customer of audible.com for 3 years. I've changed credit cards, membership plans, and have frequently called their customer service with questions. I have had absolutely no issue with them at all. None.

Did you, perhaps, when buying that one item inadvertently 'join' audible.com? Have you looked at your member information directly on audible.com? If so, is that information incorrect?

Other than that, although I see the value of email as documentation of the issue I have to tell you that for anything important on Amazon (and audible.com is a part of Amazon) I will only use voice communication via phone. I have never been disappointed by them.

Best of luck and give it up about whining re any "rubbishing' you may perceive here.

DL

Posted on Jan 17, 2014 2:06:40 AM PST
Bill White says:
I like the whining comment! ;)))

In reply to an earlier post on Jan 17, 2014 2:45:46 AM PST
musicmomma says:
I cancelled my Audible.com account for over a year now because I have way too many audiobooks and want to catch up listening to them. I never had any problems with them. Their CS is comparable to Amazon.

I can start up any time I want.

In reply to an earlier post on Jan 17, 2014 2:52:12 AM PST
musicmomma says:
Bill,

This is not a matter of blame and if you do not call, then who? You are the one getting charged in error and you are the one upset. Do you want you neighbor to call?

It is your credit card that is getting charged not anyone else. If all you do is complain on this forum, then your problem will not be fixed. Many people have told you to call because that is the best way to find out what is going on. Whining here will not do any good except good.

In reply to an earlier post on Jan 17, 2014 3:55:32 AM PST
>>It would be good if some of the effort put in to rubbishing what I say was put into resolving the problem. One wonders who one is in communication with here.<<

As others have said, we're just other customers. None of us can resolve your problem for you.

>>Am puzzled by how audible.com got my details.
I ordered one book that is all. It was published in the US so I was automatically transferred to Audible.com for this transaction.
I had no arrangement with them.<<

And you wonder how they got your details? Let me assure you that a) in order to get that one book delivered to your device, you'd have to have given them your details, and b) there's enough of a linkage between the two sites that giving details to one is also giving details to the other. For example, I have an Amazon UK account (which I've used to purchase physical items) and an Amazon US account (for kindle items). Not so very long ago, I had to change my password on my US account, which I did. When I next went to log in to the UK site, I discovered the password had automatically changed on that too, because I use the same email address for both.

>>To recap:
I have have had unauthorized sums of money withdrawn from my visa account by Audible.
This has been stopped by me and restarted by Audible without authorization.<<

Well, you actually haven't given any definite proof that you haven't unwittingly authorised it. Nothing you've said has actually eliminated the possibility that you unwittingly signed up for a membership. Saying you didn't doesn't help - of course if it was unwitting you wouldn't think you had. But even assuming it's the case...

>>Audible should be actioning and resolving it not me.<<

And how, exactly, do you expect them to do that without your ongoing input?

>>I should not be required to phone all sorts of people that I have nothing to do with at odd hours for the UK. The use of emails is required in order to establish an agreed reality and stick to it.<<

You don't have to "phone all sorts of people at odd hours of the day". Audible has 24/7 customer service, as I can vouch for. I'm in Australia, and I've had calls from Audible CS after I've logged a request for a callback. Those calls have been during Australia's business hours, not US business hours. Moreover, even if you don't want a phone call there's the option of LiveChat too, the transcript of which can be copied and retained.

>> I have read my bank statement, (how many people have not and are being charged by Audible for nothing?).<<

Not many, I'd expect. I'm on the Lite membership, which is an annual fee, and I get an email from them about 3 weeks ahead reminding me that my fee is almost due and the date it will be taken from my account.

>>All that is required is for the reality of the situation to be clarified and for Audible to resolve it correctly.<<

AND WE KEEP TELLING YOU THEY CAN'T DO IT WITHOUT YOU! Yes, I'm shouting, because it seems you're just not hearing what we're telling you.

>>I am unclear as to where I am supposed to be venting but the other posts on this all trying to oppose what I say do appear to have some emotional content.<<

We're suggesting better ways of handling it, Bill. Ways that might actually get to a resolution. You're refusing to consider those options, and just sitting there saying "it's not up to me". Well, nothing's going to happen unless you decide that it *is* up to you and get a bit more proactive.

You can vent all you like, but don't expect much sympathy while that's all you do, because people have much more respect for those who actually get off their butt and seek to change whatever they don't like.

In reply to an earlier post on Jan 17, 2014 4:38:29 AM PST
"... It would be good if some of the effort put in to rubbishing what I say was put into resolving the problem..."

We can't help you, man. Get.on.the.PHONE and start escalating the calls to supervisors.

In reply to an earlier post on Jan 17, 2014 4:56:50 AM PST
+1,000,000

If *I* were being charged something I thought was unauthorised, I'd be making so much noise about it (to both Audible and the bank) that you all would hear me from there! LOL

In reply to an earlier post on Jan 17, 2014 5:01:32 AM PST
Just Peachy says:
Companies do not have staff who sit around calling each person being billed and asking "did you get billed correctly?"
You MUST contact them.

In reply to an earlier post on Jan 17, 2014 5:08:36 AM PST
Last edited by the author on Jan 17, 2014 5:09:17 AM PST
Sarida says:
You said:
One wonders who one is in communication with here.

Well, I'm a school librarian in rural America. I'm still waiting for an answer to my question wanting to know what Audible.com said to your persistent and firm emails. I'd also like to ask why your credit card company is authorizing unsolicited purchases, and why you haven't canceled it if they aren't going to be an advocate for you.

In reply to an earlier post on Jan 17, 2014 5:13:23 AM PST
I don't know about the U.K., but EVERY credit card company in the U.S., to the best of my knowledge, has a "Resolution" department.

In reply to an earlier post on Jan 17, 2014 5:23:43 AM PST
Sarida says:
And i have used them!

In reply to an earlier post on Jan 17, 2014 5:30:22 AM PST
I have too, at least twice. I know the two times I can think of it was for exactly what the OP describes; I had authorized auto-pays (which I *detest* for precisely this reason), and could NOT get them cancelled.

Both times, I got on the phone with my credit card company, and they were able to get the vendors on a conference call, and pretty much said, "Our customer has asked you to stop. Why haven't you stopped?"

(*Wait for answer*) "Okay, we are reversing the last two debits, and you won't be debiting the customer's account again, right?"

In reply to an earlier post on Jan 17, 2014 9:26:28 AM PST
Last edited by the author on Jan 17, 2014 9:26:55 AM PST
Bill White says: "Am puzzled by how audible.com got my details.
I ordered one book that is all. It was published in the US so I was automatically transferred to Audible.com for this transaction.
I had no arrangement with them."

Once you bought the book on audible.com they got your details (DUH! How else would you have been able to do the transaction) and in the process you may have accidentally started the subscription.

"The lady I spoke to through the Audible UK site, (her email is appended at the beginning of this trail) was able to see that Audible.com was charging me but unable to interact with them in any helpful way."

Of course she can't. As was already pointed out to you multiple times, they are 2 separate entities. You have to contact audible.com to clear an issue you are having with audible.com.

"I have have had unauthorized sums of money withdrawn from my visa account by Audible."

Again, you may have accidentally authorized a subscription when you bought the book. You need to check ON AUDIBLE.COM to see your subscription history.

"This has been stopped by me and restarted by Audible without authorization."

You have not stopped anything at all. You have to go to AUDIBLE.COM to stop it.

"Audible should be actioning and resolving it not me."

Audible is a brand name, not a company. Once again, you have to contact the CORRECT COMPANY in order to resolve something. YOU ARE NOT CONTACTING THE CORRECT COMPANY. YOU NEED TO CONTACT AUDIBLE.COM. Once again.. slowly so you may understand. A U D I B L E . C O M. Get it now?

Again.. CONTACT

http://about.audible.com/contact-us/
1-973-820-0400
http://www.audible.com/email-help

"It would be good if some of the effort put in to rubbishing what I say was put into resolving the problem."

And how exactly are CUSTOMERS supposed to resolve your problem?

"One wonders who one is in communication with here."

Uhm... CUSTOMERS LIKE YOURSELF. How many times do people have to tell you that before it sinks in.

In reply to an earlier post on Jan 17, 2014 10:02:56 AM PST
It's like walking into a Pizza Hut and demanding a Burrito Supreme.

In reply to an earlier post on Jan 17, 2014 10:03:44 AM PST
By the way: (*golf clap*)
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Discussion in:  Kindle forum
Participants:  15
Total posts:  41
Initial post:  Jan 16, 2014
Latest post:  Dec 26, 2015

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