Lumosity.com / Lumos Labs
Reviews and Complaints

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

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

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.

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

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.

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.

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.

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.

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.

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

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!

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.

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

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

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.

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.

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.

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.