Linda H.

I like the games but had some technical problems with the site. There wasn't a phone number where I could reach them for immediate help so I submitted a help request online. My problem was time urgent and they didn't get back to me for 5 days - and even after they got back to me it was another 2 days before the problem was solved. By then I was steamed and pretty demanding.

It was hard to get their attention, but once I was on their radar screen the customer service was excellent. They called me on the old fashioned telephone several times to resolve my issues and also to follow up and make sure everything was resolved.

During that week before they replied to my help request, it seemed like they didn't care and I was pretty convinced that I had fallen victim to an internet scam. The issue had to do with a software malfunction during payment, and the flub had cost me a considerable sum of money. But in the end, I was surprised how eager they were to resolve the issue and provided me with a settlement that was more than fair.

I give the brain training program 5 stars

I give the customer service 5 stars - if you can get their attention.

I GIVE THEM JUST ONE STAR FOR THE TIME THEY TOOK TO CONTACT ME AFTER I SUBMITTED A HELP REQUEST - it was great once they became aware of the problem but it took exactly one week to get everything straightened out. Lumosity desperately needs a live phone line (not a voice mail) for people who have time urgent issues. If I am locked out of my account, I do not want to wait a week before training again.

Perhaps it is OK to restrict free members to online only help request, but paying members have a right to expect prompt service when there is an issue. I was very surprised to find that after spending more than $200.00, I was stuck with a help request that floated around in cyberspace until they "got around" to it. In that time, my paypal account had been overcharged and I couldn't even get full access to my paid account!

So, now that I have been satisfied, I will give the whole experience 3 stars - Good Content, Good Customer Service, but lousy wait time. And for the wait time I will take away 2 stars. Most of the complaints about this site are related to lack of communication. I hope they pay heed, because the idea behind Lumosity is good and I would like to see them succeed. However the wait time is unacceptable and is giving them a bad reputation. It could be their undoing if they are not careful. There are a myriad of technical glitches on this site and to take money for paid memberships and then set people adrift with no easily tech support is really bad business. They need to provide a reliable software experience AND the need to provide immediate, live tech support for paying members.

As of today, my financial issues with Lumosity have been resolved, but there is still one member of my family plan that cannot log onto the site because of tech issues. There is no telling how long it will take to get him the access that I paid for.

P.S. I have seen several reviewers complain about automatic billing. If you go into your account settings, you can disable auto-billing from your own computer. Just a tip - this isn't an issue that should require people to cancel their credit cards. After my experience, I am convinced that these folks don't want to cheat anyone, but they have some issues knowing how to run a first rate business. Fortunately, some things are within the customer's control. Just disable auto-pay and you can resolve this one quickly and easily.