Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a charge on my credit card for $2.95 from this company. The next week, I received a $37 charge from this company. I didnt use the service nor place an order of any kind. I was scrolling online and clicked the link to find out information about the company and services. I dont not purchase anything.My account information is on my computer and I was billed.I have Adobe so I dont need this. I tried to call the vendor, but ** led to email them with a promise that I would receive a phone call. This didnt happen. Instead, I received an email stating my account has been resolved with a link to reset a password on Dropbox. I responded to the email stating that the issue is not resolved, nor has there been a credit to my account. Im still waiting on a return t phone call or email. Dropbox indicates that my account is free. I didnt set up a drop box account and if its free, why am I being charged $37 dollars a month? Theres no clear direction on cancelling these charges or having a way to speak with someone.Please help. I can be reached at **************.Thanks *********************

  Business Response

  Date: 03/12/2024

  Hi ******,

  We have located your account and per your request, your account has now been canceled, and we have issued the refund for your most recent monthly subscription renewal charge. You will not be billed further.

   The fact that we have a continuous billing feature that automatically bills your account, at the chosen subscription price, unless you choose to cancel within your trial period is mentioned to you in three different places: 

  1.) The payment confirmation page 
  2.) Your payment confirmation email 
  3.) And section 6 of our terms of service 
  
  You did not choose to cancel your subscription within that time, so you have been charged your current subscription plan amount. 

  Please allow 3-5 business days for the refund to be credited to your account.

  If you need any further assistance, please contact our support team at ********************************.
  
  

  
  
  

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last March 2023, my mother-in-law needed a Last ***************** FormSwift was one of the many online document companies available. We chose them since she liked their format and on 3/21/2023, charged $1.95 to our Discover Card for their service of providing this document, which was our only authorized purchase. Life had been a little hectic for my husband and me these last 1 1/2 years, so we didn't think any more about them until last week. With our life back to normal, I had time to really look at my current Discover statement and noticed their $37 charge on 2/28/2024. This then had me looking back at our old statements. Since our initial 3/21/2023 transaction, FormSwift has charged us an additional $444. On the 28th of each month, they've charged us $37 for the last 12 months from March 2023 to February 2024. Discover provides each merchant's phone # on statement which is same #************ I found searching internet. Upon calling it, a message says to contact them via their website. We must have set up an using email address with a password. We don't remember any password and it won't send the link to either my husband or me to reset. They make it impossible for us to resolve this problem! Today we contacted Discover. A billing dispute case has been opened against them requesting reversal of the $444 in charges, but the case is open for only 3 months. Plus, they placed a block against them so no further charges can be made. We're filing this complaint with the BBB in hopes that you contact FormSwift. By whatever means is allowed the BBB, please let them know that these were unauthorized charges for services that we never ordered. They are to cancel these auto charges and to comply with the billing dispute that Discover has started to have our money refunded back to us. Thank you! ******* and ***********************

  Business Response

  Date: 03/12/2024

  Hi ******* and *****,

  We have located your account and see that it was not canceled within your 7 day trial period, which is the reason for the ongoing monthly subscription renewal charges you have received.

  Per your request, your account has now been canceled and as a courtesy, we have issued the refunds for your six most recent monthly subscription renewal charges. It is the maximum refund we can process. You will not be billed further.

  Please allow 3-5 business days for the refunds to be credited to your account.

  If you need any further assistance, please contact our support team at ********************************.
  
  

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the service to translate a form and paid a couple of dollars. I never used the service again. They then charged me $37 per month without my permission for 3 months and will not refund.

  Business Response

  Date: 03/12/2024

  Hi *******,

  We have located your account and see that it was canceled on 3/9/2024, and that there were also six refunds issued to your credit/debit card. You will not be billed further. 

  Please allow 3-5 business days for the refunds to be credited to your account.

  If you need any further assistance, please contact our support team at ********************************.
  
  

  Customer Answer

  Date: 03/13/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/01/2024, I went to form swift to create a 1099-NEC. I chose their 7 day trial for $1.95 because I had only one form to send, and the other option was to spend $69 for a one-time charge. Once the form was completed, I was never certain if it had actually been submitted to the *** or not. I clicked submit and only saw a tiny "DONE" in the upper left hand corner. Unable to verify if the form had been sent or not, I tried to cancel my subscription and go to another site. After over an hour of trying to figure out how to cancel online, I sent multiple emails to the company instructing them to cancel my subscription. Responses from the company directed me back to the 50+ page instructions that I had already gone over several times. It seems that it is literally impossible to cancel, so I am not waiting until my credit card is charged $37 for the first month. I want this canceled and I do not want to pay a monthly fee for a service that was not usable, from a site that seems to have been designed specifically to defraud people.

  Business Response

  Date: 03/05/2024

  Hi *****,

  Per your request, we have canceled your account and you will not be billed further.

  If you need any further assistance, please contact our support team at ********************************.
  
  

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  03/01/2024 - Ticket #******** I am also having an issue with the company charging a month fee after not only cancelled on the same day (02/17/2024), but remit a few more notification (02/20/2024). I attempted to create a purchase agreement an in the final document the additional property (duplex) address nor the property parcel identification number appear. Their platform would not per me to edit nor added the deleted information. After several email response I was finally able to speak with a representative named ******. I shared that here company's website offers a free cancelation with in a said period of time. She state that my request will be remit to an other person for consideration. People please review the cancellation terms at *********************************************************************************************** ************ should be stop,

  Business Response

  Date: 03/05/2024

  Hi ******************,

  We have located your account and see that it was canceled on 2/27/24, at 7:41 PM UTC, and we also issued you a refund for your most recent monthly subscription renewal charge on 3/4/24, 8:38 AM UTC.

  Please allow 3-5 business days for the refund to be credited to your account. Your account has been canceled and you will not be billed further. 

  If you need any further assistance, please contact our support team at ********************************.
  
  

• Initial Complaint

  Date:02/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After using this product for a couple days to file tax forms, I was satisfied with it but had no need to continue with using the subscription-based service. I paid individually to have to forms filed and planned to cancel subscription and just use the service again tax time next year. After attempting to log in, my account was blocked or locked and would not allow me to access it. I used an older outdated email unintentionally and could not verify the information required to request a new password. This made it impossible to access the account and cancel service. I locked my card and assumed after it being denied once it would request a different card to be used for payment. It wasn't they tried the card again and again until they got their funds. **************** is not helpful and basically believes people should be penalized for being unable to access their account because they earned the business a free $37.00.

  Business Response

  Date: 02/27/2024

  Hi *******,

  Our records show that you canceled your account the same day you were billed.

  As a courtesy, we have issued the refund for your most recent charge and you will not be billed further. Please allow 3-5 business days for the refund to be credited to your account.

  *Please refer to section 7 of our terms of service for a complete outline of our company's refund policy.
  
  If you need any further assistance, please contact our support team at ********************************.
  
  

  Customer Answer

  Date: 02/27/2024

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my account with Formswift in 2015 and they charged to my AmEx account, however when checking my account it is inactive, which means I cannot cancel it. I appreciate your help,*****

  Business Response

  Date: 02/27/2024

  Hi *****,

  
  Our records show that you created another account under your gmail email address on 6/16/22, at 8:02 PM UTC, and you created a Scope Of Work document, as well as a ****************** *************** Proposal document on your account.

  You did not choose to cancel your subscription within your trial period, so you have been charged your current subscription plan amount.

  Per your request, your account has now been canceled, and we have issued the refund for your two most recent subscription charges. You will not be billed further. Please allow 3-5 business days for the refund to be credited to your account. 

  *Please refer to section 7 of our terms of service for a complete outline of our company's refund policy.
  

  If you need any further assistance, please contact our support team at ********************************.
  
  
  
  
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The last I used Formswift was for a 7 day trial March 15th 2023. I then cancelled the trial and received nothing after that. I had not used Formswift AT ALL for an entire year - it is currently Feb 22nd 2024. I am an Actor who was out of work for the entire strike, supporting 2 children. Formswift emailed about the free trial and that was the last email I received from them in regard. Never did I receive an email saying my cancelation did not go through and I was being charged monthly. Normally companies will send emails monthly saying, 'your account will be charged this month'. I am currently doing my taxes - and just saw that free trial email but noticed there was not a confirmation of cancelation. I was curious, so I clicked on the link and saw that I had been being charged $37 per month since March. There is no way to look up your history of charges on their site, nor do they send an email every month when you are charged. This is predatory. There must have been a glitch in their system when I canceled my account and it did not go through. But I just assumed it had and continued on with my highly stressful, busy life. Had I received an email the following month notifying me that I would be charged $37 I would have gone back, called customer service, and let them know that I had already canceled. This is a predatory move and I'm sure that if I go to read other complaints, other people have experienced this same issue. As mentioned I was an out of work actor for almost all of last year, struggling to make ends meet month to month, or I would have noticed the charges. This is predatory. I need to be refunded the $480 that my family needs desperately.

  Business Response

  Date: 02/22/2024

  Hello ********,

  As stated on your payment confirmation page and email, FormSwift has an automatic billing feature which automatically bills your account monthly or yearly, depending on your subscription, unless you choose to cancel within your trial period.

  Per your request, we have cancelled your account and issued a refund for your five most recent subscription renewal charges. There will be no further charges to your account.

  The fact that we have a continuous billing feature that automatically bills your account, at the chosen subscription price, unless you choose to cancel within your trial period is mentioned to you in three different places:
  1.) The payment confirmation page
  2.) Your payment confirmation email
  3.) And section 6 of our terms of service

  You did not choose to cancel your subscription within that time, so you have been charged your current subscription plan amount.

  Per our terms of service, since you signed up for the Services prior to August 1, 2023, you may request a refund for up to 30 days after first signing up for any Service, inclusive of any free trial period. After 30 days you may cancel any subscription or access to the Services, but you will not be *********** a refund, unless required by law. However, as a courtesy, we have issued the refund for your five most recent subscription renewal charges. It is the maximum refund our system will allow us to process.
  

  *Please refer to section 7 of our terms of service for a complete outline of our company's refund policy.
  

  If you need any further assistance, please contact our support team at ********************************.
  
  

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21330330
  
  I am rejecting this response and would like a full refund because:

  Attached is what your screens look like when you try to cancel - it is still unclear.  It is still unclear as to what type of account I have - free? Paid? The only way to know is if you submit to have a rep call you - there isn't even a phone number to call.  

  I once again cancelled on Feb 22, 2024 (I did exactly what I had done in March 2023). I once again did not receive an email saying I had canceled. It does not look like there is anything more needed to do on the site. This is what I also saw in March 2023. 

  I see other customers are having the same complaints, so if there is a glitch on their site, Formswift needs to do what is right instead of doubline down and only partially refunding customers who thought they were no longer customers. 

  The only way I was actually able to cancel, was by calling and complaining, and then submitting this complaint to Better Business Borough and having them confirm they canceled my account. 

  This is deceptive tacticts and I have had a dear friend/ lawyer look into this and tell me there is a case here for me, as well as others who have had this same issue. Their work is to fight deceptive tactics and they feel so strongly that they are offering to work pro-**** for me.

  The only email I ever received from Formswift was to tell me that I will be charged after my free trial. After I went on the site and canceled (as it was made to seem), I never once received an email telling me otherwise and so, I assumed I was not paying $37/month. My account was dormant as they continued to charge me $37 per month for 12 months until I started working on my taxes and checked the site. 

  This is predatory for people like me who are struggling to raise a family and busy and overworked and susceptible to missing glitches such as the one I experienced. 

  Thank you for the 5 months refunded, but I trust the remaining refund will be granted in good practice. 

  Business Response

  Date: 02/27/2024

  Hi ********,
  
  The attachment you included clearly states that you had signed up for a $1.95, 7 day trial account that would be billed $37.00 monthly after your trial ended, and that you could cancel at any time by logging into your account and clicking on your account setting tabs, or by clicking on the highlighted contact us link.
  
  You did not cancel your account until 2/22/2024, so you were charged your regular monthly subscription plan rate of $37.00 monthly. When you reached out to us via email to cancel your account, we canceled it per your request, and we also issued refunds to your credit card, before you contacted the BBB, then, as a courtesy, we later issued additional refunds to your credit card as well.
  
  The fact that we have a continuous billing feature that automatically bills your account, at the chosen subscription price, unless you choose to cancel within your trial period is mentioned to you in three different places:
  
  1.) The payment confirmation page
  2.) Your payment confirmation email
  3.) And section 6 of our terms of service
  
  Per our terms of service, since you signed up for the Services prior to August 1, 2023, you may request a refund for up to 30 days after first signing up for any Service, inclusive of any free trial period. After 30 days you may cancel any subscription or access to the Services, but you will not be *********** a refund, unless required by law. However, as a courtesy, we have already issued you five refunds, which is the maximum refund our system will allow. We will not be able to issue you any additional refunds at this time.
  
  *Please refer to section 7 of our terms of service for a complete outline of our company's refund policy.
  
  

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 9, **** I paid $1.95 for their trial membership, when I tried to cancel the subscription their website said they will email me before the trial was up. I never received an email. When I received a $37 charge from them on February 20, **** I immediately contacted them, While I was on the phone with customer service I looked in our email and found nothing from them. I informed them of this and she said she would escalate my refund request to management and cancel my membership so I'm not charged for another month I never received any conformation that it was cancelled. At 8:30am I received an email from their support team about the escalation. At 9:14am I received a second email from a supervisor refusing my refund Per section 7. I looked into section 7 and called the number provided and all it said was go to the website, so I did and got customer service again when I asked to talk to a supervisor I was informed that I could not speak to a supervisor, manager or owner that it had to be escalated through email. I asked to speak to a manager and have not received any communication from their management team. For a site that advertises 100% satisfaction guaranteed and not providing promised emails to cancel service, they are not holding up their end of the contract.

  Business Response

  Date: 02/22/2024

  Hi ******,

  Per our terms of service, if you signed up for the Services on or after August 1, 2023, you may cancel any subscription or access to the Services, but you will not be *********** a refund, unless required by law.

  However, as a courtesy, on 2/21/2024, we issued the refund for your recent subscription renewal charge. Please allow 3-5 business days for the refund to be credited to your account.
  
  Your account has been canceled and you will not be billed further. If you need any further assistance, please contact our support team at ********************************.

   

  Customer Answer

  Date: 02/22/2024

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two weeks after using these clowns they have unilaterally tried to charge me another ***** for the privilege of downloading my original form. As a lawyer, I can tell you that this is a criminal offense under the federal criminal rules and also understate law where I live, where a company without authority attempts to fashion a theft against an innocent party. I used Form Swift because of its so-called relationship with Dropbox, and the more I read on the forums, the more I discovered Formswift has nothing to do with Dropbox, and that the whole thing is a scam. Moreover, the document that I prepared, using forms ***** has neither been sent to the *** nor has been sent to my client, as promised. I want my money back, and I want an apology, public, from these clowns. My next step will be to go to yelp and file another claim there. Following that, I will go to small claims court here in Washington and start litigation with them here this time they have messed with the wrong guy because I file at least one of these every week against companies just like this. Thank you.

  Business Response

  Date: 02/22/2024

  Hello ****,

  Our records show that you had an old canceled account with us under the email address you are contacting us through, which you created new forms on, but you had recently signed up for a new 7 day trial account under a different email address. This is the reason you saw the $29.95 subscription reactivation charge amount when you tried downloading or submitting the new form you created from your old canceled account. If you would have tried downloading and submitting the form through your new, active account, it would have been processed correctly. 

  The $29.00 subscription reactivation charge was not billed to your credit card, since you did not click to reactivate your account.

  Per your request, we have canceled your new account and issued the refund for your recent $37.00 subscription renewal charge on that account. Please allow 3-5 business days for the refund to be credited to your account.
  

  If you need any further assistance, please contact our support team at ********************************.