ComplaintsforCitrix Systems, Inc.

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Initial Complaint
03/26/2024
Complaint Type:
Product Issues
Status:
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.
Last year I attempted to renew services for a subscription for an account that had been locked. We attempted to contact the company but no one would unlock our account as they stated we had not paid for the last year. We informed that they had our credit card information. So we paid for the last year and this year. In the meantime, I tried to renew buy purchasing another subscription and tried to have them merge the accounts. They stated they could not do that so they canceled the new subscription as we were all caught up. Since December of 2023, they have been promising us a refund to the credit card we have on file but have not delivered. See latest communication below.****************** Below is the email confirmation from ShareFile/Citrix. After back and forth virtual communications with them about trying to have the credit applied to ShareFile account: ********** *************** and not ShareFile account: ********** Vegas, they said it would be to complex and therefore they will process a refund to the original payment method.DREAM PLAN ACCOMPLISHMahalo,*****************************, Client Concierge ************ From: ********************** <**********************> On Behalf Of Customer Support Sent: Thursday, January 25, 2024 3:28 PM To: ***************************** <******************************************>Subject: Regarding the Refund and Cancelled Account [ *******************************:: ]Hi *******,The account "********** Vegas" - a7a239a3-a9f3-33ff-70e6-6d522a880191 is cancelled.And the credit of $1200 is also added to the account. So, We have requested our payments team to revert the credit as Refund back to the original payment method and this will take 7-8 business days. Regards,Rajesh S ShareFile Customer Support *********, ***** Chat link - ************************************* thread::0huxz0UlKWixamib3YouDHY::
Business response
04/10/2024
Hi ******,

Hope you are doing well.

Please accept our sincere apologies for the delayed response, rest assured that this has been assigned to our ShareFile team and we will be in touch with you. Should you need any assistance please contact me directly at *******************************************.
Regards
*********************************
Sr. Manager, ******************** (ShareFile is a Business Unit of ********************)
Initial Complaint
02/22/2024
Complaint Type:
Billing Issues
Status:
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.
I never signed up for Sharefile with Citrix. I did look at a trial of it, but NEVER wanted this company to now start charging me for a system I never downloaded on my computer. We are a two-person office and don't need large docs sent to clients. The customer service agent informed me in a chat that I could only cancel on the day the invoice came to me. I only saw these two invoices yesterday evening. January and February were each charged $35.90. This company uses devious practices to rope you into a full annual subscription. I just noticed the invoices and the charge on my bank statement. The program is not even on my computer! Please help me get back my $71.80. As a senior, every dollar counts.Thank you.
Business response
02/22/2024
Hi ****,
My name is ************************************** Manager at ******************** (ShareFile is a business unit) and I would want to assure you that I have taken ownership of this complaint and will be working with our teams internally to help resolve this matter in a timely manner.
If you still have questions or concerns please contact me directly at *******************************************
Regards
*********************************
Sr. Manager, ********************
Customer response
02/23/2024

Complaint: 21332267

I am rejecting this response because: It has not been solved yet. I appreciate the outreach, but I am awaiting resolution with a full refund.
Thank you.

Sincerely,

*********************
Business response
03/04/2024
Hi ****,
Hope you are well.
ShareFile Billing team made a call and email attempt on Feb 22nd providing next steps and instructions. I believe they have not received a response from you. I have advised them to reach out again, please work with them directly and it will be resolved.
Regards
*********************************
Initial Complaint
02/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am not liable for this debt with I C SYSTEM, I do not have a contract with the collections agency trying to collect and report to my credit report. I did not sign anything stating that I would pay them or owe them any money. They did not provide me with the original contract as requested.
Business response
02/22/2024
Hi Quayshawna,
My name is ************************************** Manager at ******************** (ShareFile is a business unit) and I would want to assure you that I have taken ownership of this complaint and will be working towards resolving this matter in a timely manner. Could you please share more details on what product of our company you are referring to so I can align the right resources.
If you still have questions or concerns please contact me directly at *******************************************

Regards
*********************************
Sr. Manager, ********************
Initial Complaint
02/12/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am not liable for this debt with I C SYSTEM. I don't not have a contract with 10 New ************************ They did not provide me with the original contract as I requested
Business response
02/22/2024
Hi ******,
My name is ************************************** Manager at ******************** (ShareFile is a business unit) and I would want to assure you that I have taken ownership of this complaint and will be working towards resolving this matter in a timely manner. Could you please share more details on what products of ours you are referring to so I can align the right resources.

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

Regards
*********************************
Sr. Manager, ********************
Customer response
03/04/2024
The complaint was filed in order to get the the debt removed from my credit report. I did not agree verbally or by signing any documentation to go in contract with the company at hand. I am requesting any and all information to complete this complaint in a timely fashion.
Customer response
03/04/2024
The amount of the debt i do not have a contract for is $786. I am requesting the **** be removed from my credit report.
Customer response
03/05/2024

Complaint: 21284132

The amount of the debt i do not have a contract for is $786. I am requesting the **** be removed from my credit report.
The complaint was filed in order to get the the debt removed from my credit report. I did not agree verbally or by signing any documentation to go in contract with the company at hand. I am requesting any and all information to complete this complaint in a timely fashion.

Sincerely,

*******************************
Business response
03/05/2024
Hi ******,
Hope you are well.
It will be very difficult to move forward without additional details I requested for, however let me look in our database with your email address. I will be in touch or the team who can assist.
Regards
*********************************
Initial Complaint
01/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
I am not reliable for this debt with chapter communication. I do not have a contract with I C SYSTEM . They did not provide me with the original contract as I requested.
Business response
01/02/2024
Hi ****,
Hope you are doing well.
My name is ************************************** Manager at ******************** (Citrix is part of ********************). I am reaching out to you to gather more details around your complaint. We were unable to find records with your email address in our system, could you please explain what is the issue and how we can help. You can also email me directly at *******************************************.

Regards
*********************************
Sr. Manager, Technical Account Management
********************
Initial Complaint
12/18/2023
Complaint Type:
Billing Issues
Status:
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.
I have made several calls with Citrix ShareFile to deal with some invoice issues, and we are still not credited for it. We might need to file a lawsuit against you if you do not get this handled immediately.Our account has been paid in full and yet two separate new invoices were created within the last couple of months, and I have made numerous phone calls and have been told by the various support at Citrix I spoke with that this would be handled.If this is not resolved immediately, we will make it very clear to the public that Citrix ShareFile is a company that nobody should deal with.The two invoices that they continue to send to us are dated 11/14/2023 and 11/16/2023 - 2 x $2304.00 - total amount $4608.00. They also show that we have another unpaid invoice for $4.32 date 8/16/23. We have paid our entire account through 8/31/2024
Business response
12/20/2023
Hi ******,
Thank you for reaching out to us, my name is ********************************* and I am a Sr. ******* at ******************** (ShareFile is part of ******************** business). We have taken an action on this complaint and negated all duplicate invoices. We have an open ticket internally to fix the billing date to 9/1/2024.
You must have received communication from our Billing Team, please contact me directly at *************************** if you need further assistance.
Regards
*********************************
Sr. *******, Technical Account Management
Customer response
01/11/2024
Email to Citrix ShareFile and BBB regarding two additional invoices dated 01/08/24 and 01/09/24.
Customer response
01/12/2024
Email to Citrix ShareFile and BBB regarding two additional invoices dated 01/08/24 and 01/09/24.
Business response
01/23/2024
Hi ******,
Hope you are doing well.
I have contacted the ShareFile Billing leadership again and they will contact you immediately. Please feel free to write to me directly at *************************** if you still need assistance.
Regards
*********************************
Sr. Manager, **************************** at Cloud Software Group
Initial Complaint
09/23/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I have had a subscription to Citrix Systems Sharefile software because I'm in the insurance business, and I need to send info securely a lot of the time. However, over the last 6+ months, I've heard from the receiver of my secure e-mails that they are unable to open the secure e-mail. This is a problem. Why am I spending over $1,000 per year ( for about 4 or 5 years) only to have it not work? I called Citrix to tell them about the problem, and I was on hold for about 45 min. to an hour. So, I had the option for them to call me. They never did. First, I would like to have their service work so people that receive my e-mails can open them. Second, I would like a credit of at least 6 months because this has been going on for at least that time. If I don't get a satisfactory resolution, I will be forced to seek another vendor who can meet my needs.
Business response
10/12/2023
Hi ***,
My name is ************************************** Manager with ******************** (ShareFile is part of us). We sincerely apologize for any inconvenience caused.
I have reached out to our ShareFile Technical Support Leadership and you would have already heard back from them. Please contact me directly if you still need assistance or have concerns at *******************************************.

Regards
*********************************
Sr. Manager, ********************
Initial Complaint
06/19/2023
Complaint Type:
Billing Issues
Status:
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.
We accidentally double paid for our yearly support/subscription/licensing and we have made several attempts through their customer service contact and email to either recieve a refund or acknowledge a credit. We have been ignored for months know.
Business response
06/20/2023
Hi *******,
Hope you are doing well.
My name is ************************************** Manager at ******************** (Citrix is part of ********************) assigned to this complaint. I have reached out to our internal team to review the details of the renewal and we will get back to you at earliest. If you want to reach out to me directly please email me at **********************************************************.

Thank you and Kind Regards
*********************************
Sr. Manager, ********************
Customer response
06/21/2023

Complaint: 20205471

I am rejecting this response because: Until there is a resolution I will reject this response, though I would like to point out that this created a response, which I do appreicate, but until they agree to either refund or credit my account this complaint will remain open. I have attached proof of our ACH Payments, and if need be I will get Bank Statements.

Sincerely,

*************************
Business response
07/03/2023
Hi *******,
We have opened a Citrix Case to help resolve the matter of duplicate payment, your case number is 82020057. It is also escalated internally for visibility and speedy resolution. If you still need assistance please contact me directly at *******************************************.

Regards
*********************************
Sr. Manager, Technical Account Management
Initial Complaint
06/05/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been using Citrix ShareFile for a number of years, and also refer consulting clients when they are looking for a file-management solution. I recently received notice from Citrix that an expired credit card failed, and so I undertook to update the card information soon thereafter. I noticed that, although my billing address had not changed, the Citrix profile kept rejecting my **************), at least when I would go back to check that the update went through. I continue to receive a warning that I will be kicked off of SF for good in July if I don't make the payment that I am trying to make on my new card. I have lately seen a $0.01 charge attributed to Citrix come through on my new credit card, so I know that the full payment should post through as there is plenty of capacity on that card, but I continue to get the warning when I log in. While writing my complaint, I did get to speak with an "Angeda" (?), who told me that the charge (from the old card info) rejected 3x and blocked, however she cleared it just now. I'm finishing this complaint here anyway, to make sure that it goes through. If it's still blocked, why did the test charge come through? No other subscription service that I use gives me this headache when I change cards. It would be a major hassle for me to de-platform and move my data elsewhere, give clients new log-in instructions and explain the necessity etc. Getting you paid should be the easy part. SMH
Business response
06/14/2023
Hi ******,
Hope you are doing well.
My name is ************************************** Manager at ********************* I am assigned to this complaint from ShareFile (Business Unit of ********************* and we are truly sorry for the inconvenience caused and the experience you have had.
After working with our Billing team we were able to conclude that after multiple failed attempts on May 31st 2023, your credit card was blocked (this is a system behaviour). You did contact ** on June 5th 2023 and we opened a Case# ******** wherein, Finance was able to remove the block. Once the block was removed, the payment was processed successfully on June 6th 2023.

The $0.01 is a test charge we initiate whenever a new credit card is updated on the account. Your account is all paid and up to date until May 30th ****, if you still need further assistance please feel free to contact me directly at *******************************************

Regards
*********************************
Customer response
06/14/2023

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
05/29/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We started with Citrix as a commercial customer a few years ago using their produts RightSignature and ShareFile. This has been a huge mistake on our part. In the beginning, we started workign with Citrix upper management and they assigned a staffer to work with **. Things got better for a little while, but for hte last year, things are going out of control. We have so many glitches and problems. The system is not reliable. The staffer that was assigned to help ** sent ** an email pretty much saying that we would need to open a case for every technical problem we have and there are many. Right Signature is not functioning well and there are significant problems with it. Our Case numbers are Case Numbers: ********, ********, ******** . We are being severely impacted by these issues and Citrix has not resolved them in weeks. We are demanding that you do your job and service your customers and provide a reliable software and service. We are reserving all our rights to purcue our damages in a court of law.
Business response
06/14/2023
Hi ****,
Hope you are doing well.
My name is ********************************* and I was assigned to this complaint when it was logged. Our Executive team at ShareFile have personally handled this for you and I believe this should now be closed as resolved. If you still need assistance or have further questions, please contact me directly at *******************************************.
ShareFile is a business unit of Cloud Software Group.
Regards
*********************************
Sr. Manager, Cloud Software Group
Customer response
06/14/2023

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,

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

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