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:09/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 am not liable for this debt with I C System.I do not have a contract with the collection agency trying to collect.They have not provided me with an original contract as requested..

• Initial Complaint

  Date:08/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 cancel my subscription with ShareFile (Citrix Systems, Inc.) in 2024 before the renew was due.They still charged my credit card $334.46.I have been trying to get a refund starting in Feb of 2025.I have email from our interaction.They are now asking for Banking information over email. I have sent this info already (05/25/2025)

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 am requesting an accounting of all disclosures of my PHI as permitted under HIPAA. Citrix is a business associate of my former medical provider and is required by law to provide an accounting of disclosures of my Protected Health Information at my request. My former medical provider referred me to Citrix to request the accounting of disclosures, but I have not received a response as to how I formally request it. I would like an accounting of all requests that have been made of my medical information in the last 6 years, which I am permitted by law. Any requests made in the last 6 years would be considered disclosures I am permitted to know. Please respond as to how you will deliver my accounting of disclosures request.

• Initial Complaint

  Date:07/14/2025

  Type:Customer Service 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.

  We have had an ongoing production impacting issue in our Citrix environment for over 2 months now and cannot get the proper support needed to resolve the issue.Citrix has discontinued ALL phone support so it is literally impossible to get someone on the phone.We have escalated our case and sent several emails and we are at the point where Citrix support is not even answering us.This is by far the worst customer service / support I have ever received.

  Customer Answer

  Date: 08/15/2025

  The company did reach out to me and we have resolved the issue.  I would however like this case left on their account; as an organization their support is absolutely horrible and there is no way to contact them via phone.

• Initial Complaint

  Date:04/22/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 am not liable for this debt with I C SYSTEM. i do not have a contract with Business Headquarters Location. They did not prvide me with the original contract as i requested

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 saw that my ********* subscription was about to renew and wanted to downgrade to a lower plan. (downgrade from 5-user premium ($300/yr per user) TO ****** advanced ($192/yr per user)First I logged into my account and found that while one can upgrade through ones portal, one cannot downgrade that ******** I sent an email to the sales department who responded telling me to call a number which she provided (copy of that email attached)I called and spoke to an agent who said I definitely could downgrade. He sent me the document via DocuSign to which I promptly signed. copy of agreement with signature certification attached. That was on 1-28-2025.I was then billed on 1-29-2025 for original amount $1,500 (invoice attached). I immediately called and was initially told that they could not refund once the charge was complete ... WHAT?!Then I was told they would submit a request and gave me a case number (provided here).As of today, I have yet to see an account level change or the credit and every time I call, I get no information other than "the accounting department takes forever".I want my refund AND I think they should have the ability to downgrade your subscription in ones portal.Ultimately, I did what I was told I could do and they ignored it.

  Customer Answer

  Date: 03/05/2025

  I continue to be ignored by Citrix regarding this matter. Each time I get someone on the telephone, they assure me that I will see a credit in 48 hours. I have been told that several times since the original quote to downgrade was signed in January. It is now March 5. Last week, I spoke to another representative who had me sign a second quote for downgrade and, again, I was told 48 hours. I am still waiting.

  It is very poor customer service and the fact that one can easily upgrade but not so easily downgrade is disturbing to me.

  Based on the fact that I have not had any communication from the BBB since my initial complaint submission indicates to me that they are ignoring you too.

  ******* ******

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Their system was almost always overloaded. After a year we decided to move. The system does not allow data download at a reasonable speed. the system allows ONLY few kbps, slower than old dial up modems. It shows 20+ hours to download data. We managed to download data folder by folder, then we saw that the downloaded data was corrupted! It's just not acceptable that they can keep on running this product with no sense of responsibility towards their clients.

• Initial Complaint

  Date:11/26/2024

  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.

  I would like to express my concerns regarding the refund policy for the service. I believed I had successfully canceled my subscription with Podio when it became clear that the system was not being utilized. I believe it would be beneficial for both parties if renewal warnings were provided well in advanceseveral monthsallowing for informed decision-making. Right now, there is one email less than 12 days before. In today's Modern world, emails are buried all the timesimple Text messages with the amount date of renewal. It appears that the organization prioritizes financial considerations, which might detract from the quality of service offered. The default auto-billing option can be unsettling for customers, as it does not provide a straightforward way to opt-out. Instead, cancellation seems to be the only option, which raises concerns about potential data access limitations after 60 days. Even if we end the plan, we immediately lose access to all our data. While I understand that businesses need to operate with financial sustainability in mind, adopting a more customer-centric approach would be advantageous. By considering the impact of the sunk cost fallacy, the organization may risk losing valuable customers in the long run. Utilizing fear as a motivator might lead to short-term gains but could ultimately hinder the business's success. A more compassionate approach may serve both the organization and its customers better. Overall, my experience with the billing team has been frustrating. They seem to lack the authority to address any issues and primarily act as emotional support, dealing with customer anger and frustration rather than resolving problems.Consider this a warning for future users: this company lacks effective customer support.

  Business Response

  Date: 11/27/2024

  Hi *******,

  My name is ************ ****, Sr. ******* at ******************** (********* is no longer our business unit and is acquired by ********) and I would want to assure you that I have reached out to the ShareFile team to help resolve this matter in a timely manner. Someone from the team will contact you within ***** hours.

  
  If you still have questions or concerns please contact me directly at ****************************************************.
  
  Regards
  ************ ****
  Sr. *******, ********************

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising 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.

  Formal *************************** Issues and Billing Discrepancies with Podio I am writing to formally express my dissatisfaction with the recent service and billing issues I have encountered with Podio.On *****, I was unable to access my Podio account due to a malfunction in the two-factor authentication system. The recovery codes provided also failed to resolve the issue. I contacted customer support and spent 50 minutes in a chat with a representative whose conduct was unprofessional. When I requested to speak with a manager, the chat was abruptly terminated. A manager reached out 32 hours later, by which time I had already lost a significant business opportunity due to the inability to access the platform from my smartphone.Additionally, I decided to remove an employee from our Podio account. Despite this, I was still charged for three employees instead of the two currently in use. My request for a refund for the overcharge was denied.Given these circumstances, I am requesting the following:A full refund for the unauthorized charge for the third employee.Compensation for the business loss and inconvenience caused by the service access issues and inadequate customer support.I trust that Podio values its customers and will address these concerns promptly. I look forward to your response and a satisfactory resolution to these matters.I WANT TO COMPLAIN ABOUT ***** ******** ATTENTION, NO SOLUTION AND WASTE MY TIME AND SHAREFILE CASE #******** Sincerely,AB

  Business Response

  Date: 11/25/2024

  Hi ******,

  My name is ************ ****, Sr. ******* at ******************** (********* is no longer our business unit and is acquired by ********) and I would want to assure you that I have reached out to the ShareFile team to help resolve this matter in a timely manner. Someone from the team will contact you within ***** hours.

  If you still have questions or concerns please contact me directly at ****************************************************

  
  Regards
  ************ ****
  Sr. *******, ********************

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22593938
  
  I am rejecting this response because:
  My complain was not solved and my END USER AGREEMENT is with Cloud software not with Sharefile 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/11/2024

  Hi ******,

  Progress ******** PRGS) announced the completion of the acquisition of ShareFile, a business unit of **************************, on October 31, 2024. The team there have tried reaching out to you via call and email, you can continue to work with them.

  Regards
  ************ ****
  Sr. Manager, Cloud Software Group

• Initial Complaint

  Date:11/22/2024

  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 specifically contacted the company in February this year to cancel renewal of our service for Right Signature which was set to renew 4/29/24. There is nowhere on the account login to be able to cancel on my own. There is no payment information associated with the account so the bill can only be paid through check. I had several messages back and forth on chat in March confirming they would not invoice me for renewal in April. They assured me they would not although could not provide me with any proof of cancellation. Since the renewal date passed, I have been receiving emails asking for payment for a renewed invoice.I have not used the service since our contract expired from last year which was 4/29/24.They do not answer calls and the help support link goes nowhere.

  Business Response

  Date: 11/25/2024

  Hi ******,

  My name is ************ ****, Sr. ******* at ******************** (********* is no longer our business unit and is acquired by ********) and I would want to assure you that I have reached out to the ShareFile team to help resolve this matter in a timely manner. Someone from the team will contact you within ***** hours.
  If you still have questions or concerns please contact me directly at ****************************************************
  
  Regards
  ************ ****
  Sr. *******, ********************

  Customer Answer

  Date: 12/06/2024

   
  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,
  
  ****** ******