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: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,
  
  ****** ******

• Initial Complaint

  Date:08/19/2024

  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.

  Citrix - ShareFile / RightSignature has made it almost impossible to cancel a subscription. I had already turned off auto renew but the company attempted to charge me anyway. On 8/12/2024 they charged me $216 even though I had turned off auto renew and was eventually able to successfully contact them and cancel the subscription. When I treed to cancel my subscription there is no place to access subscriptions. Searching RightSignature the suggestion was to log in and find subscriptions (now impossible), or contact the support email at: *************************** the email no longer works. Searching help on Right Signature takes me to a page that says contact support to cancel, but that page no longer works, it has a link to email support, that link doesn't work. I tried to find subscriptions on ShareFile instead of RightSignature. There is no longer a way to access subscriptions on ShareFile. Going to help and looking up cancel my subscription I see a response that says use the chat function. The listed hours for Chat are 8pm Sunday to 8pm Friday, contacting them on Monday which is in that timeframe give me "No one is available start a case". I have filed a case. This is a large company, making it this difficult to cancel an account seems like fraud. The fact that I already stopped auto renew and they attempted to charge my account, is fraud. They were eventually able to process a charge on an expired card without authorization. Elderly people, or people that are not technically adept, will get charged for services they do not want. This should be fixed. It should be simple enough to add a button that says cancel my subscription on a screen of subscriptions. If there are reasons why, or issues that need to be agreed, like you will lose access to all your signed documents, you can present them and let the customer agree. There is no excuse for not allowing people to cancel their subscription. The charge was submitted after turning off auto-renew should be refunded.

  Business Response

  Date: 08/19/2024

  Hi ***,

  Hope you are doing well.

  My name is ************************************** Manager at Cloud Software Group(ShareFile is our business unit), this email is acknowledgement of the complaint submitted by you to BBB. I have notified our ShareFile team and someone will be touch with you with in ****************************************************** directly at *******************************************.

  Thank you.

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

  Customer Answer

  Date: 08/20/2024

  Response to Company Email

  Md *****************************, 
  
  I appreciate your refunding the money you charged after my account was set to not auto-renew, and after the account was cancelled.  Please send me confirmation that the money was refunded.
  
  There are a number of places that your system directs users on how to cancel their account.  All of which do not work.  Those methods need to be removed from your system or reactivated to make sure they work.  Nobody should have to spend more than 5 minutes to figure out how to cancel their account and they should not have to talk to a live person to do so.  Telling someone that they have to use a chat function to cancel their account and then having the chat function not work is terrible. It should be clear what customers signed up for and what they will be charged for.  If their subscription is set to auto renew they should have a way to turn that off that works.  Your system should not attempt to renew or process charges on a customer's credit card after they set their account to not auto renew.  You should also not process charges on an expired customer card unless you can get the customer to update their billing and agree to continue their account.  
  
  What are you going to do about the following:
  
  1) Are you going to fix the problems related to instructions for canceling the account that do not work?
  
  2) Are you going to make it so that users can cancel their accounts without having to live chat or talk to a customer service person?
  
  3) Are you going to ensure that customers have the option to turn off auto-renew on subscriptions?
  
  4) Are you going to ensure that once a customer turns off auto-renew that you will cancel the account and not attempt to charge the customer again?
  
  5) Are you going to make sure that if a card is expired but not updated by a customer you will give sufficient warning and attempt to contact the customer but will instead cancel their account and not attempt to charge them if you do not receive updated information?
  
  I'm looking forward to your answers.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22162400
  
  

  Response to Company Email

  Md *****************************, 
  
  I appreciate your refunding the money you charged after my account was set to not auto-renew, and after the account was cancelled.  Please send me confirmation that the money was refunded.
  
  There are a number of places that your system directs users on how to cancel their account.  All of which do not work.  Those methods need to be removed from your system or reactivated to make sure they work.  Nobody should have to spend more than 5 minutes to figure out how to cancel their account and they should not have to talk to a live person to do so.  Telling someone that they have to use a chat function to cancel their account and then having the chat function not work is terrible. It should be clear what customers signed up for and what they will be charged for.  If their subscription is set to auto renew they should have a way to turn that off that works.  Your system should not attempt to renew or process charges on a customer's credit card after they set their account to not auto renew.  You should also not process charges on an expired customer card unless you can get the customer to update their billing and agree to continue their account.  
  
  What are you going to do about the following:
  
  1) Are you going to fix the problems related to instructions for canceling the account that do not work?
  
  2) Are you going to make it so that users can cancel their accounts without having to live chat or talk to a customer service person?
  
  3) Are you going to ensure that customers have the option to turn off auto-renew on subscriptions?
  
  4) Are you going to ensure that once a customer turns off auto-renew that you will cancel the account and not attempt to charge the customer again?
  
  5) Are you going to make sure that if a card is expired but not updated by a customer you will give sufficient warning and attempt to contact the customer but will instead cancel their account and not attempt to charge them if you do not receive updated information?
  
  I'm looking forward to your answers.

  
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/22/2024

  With the following Response  I am now willing to accept the response.

   

  I hope you are doing well.
  
  As per the discussion over the phone, we will make sure to fix the problems related to instructions for canceling the account, We are working with our engineering team to have this issue fixed all at once.
  
  The account was migrated to a new billing platform, which caused issues with canceling the account during the contract term. As a result, the system instructed you to contact support for cancellation.
    
  I will take this feedback and inform my management about the issue so that you wont have to face difficulties canceling the account or contacting support agents via chat or phone.  
  
  We will also ask our engineering team to investigate the issues with auto-renewal on expired credit cards.
  
  I have requested a refund for the most recent charge (invoice xxxxxxxxxxx, $216.00). I hope this resolves your concerns. I apologize again for the inconvenience youve experienced.
  
  
  Regards
  Md *****************************
  Sharefile Technical Support 
  
  *********, *****

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Sharefile without my permission cancelled my account. After doing so they continued to bill me credit card. I have called many times to get a refund for the ******** after they cancelled my account. Each time i call they say a supervisor will call me back. but a supervisor never calls me back. They also said I would be getting a refund of $274 within a week. It's been 2 months now and they have not given me my refund. I call the number **************. My case number is ********. I think it's a scam

  Business Response

  Date: 06/06/2024

  Hi *****,

  Hope you are doing well.

  I have reached out to our ShareFile team and someone will be in touch with you within ******************************************************** directly at *******************************************.

  Regards
  *********************************

  Customer Answer

  Date: 06/06/2024

  I have heard this kind of response a few times in the past few months. ********* says someone (a supervisor) will call me and they never do, or at least they never leave a message. I have been promised a refund of $274 which has never materialized. I have been cut off in my telephone calls quite a few times as well in the middle of talking to someone. But the main go to line is that someone will call me back.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21776237
  
  I am rejecting this response because: It's the same line I've heard many times with no result. The line is that someone (a supervisor)  will call me back. And they never do - or they never leave a message.  Or they say  a refund is in process, but it never gets refunded.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/06/2024

  Hi *****,

  This has already been escalated to **************************** team, I have received an acknowledgement that they are looking into this. If you still need assistance do let me know.

  Regards
  *********************************
  Sr. Manager, Technical Account Management

• Initial Complaint

  Date:05/28/2024

  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 am filing a complaint against Citrix Systems, Inc. regarding their refusal to change my annual subscription plan to a monthly plan despite the annual plan not yet starting. This has resulted in me being forced to pay for services I do not need for the entire year.Complaint Details: Invoice Details: Invoice No.: ************ Invoice Date: April 29, 2024 Due Date: May 29, 2024 Total Amount: $3,372.00 USD Services Billed: ShareFile PREMIUM, RightSignature, Podio Premium Subscription Issue:I contacted Citrix on May 28, 2024, to request a change from an annual to a monthly subscription plan. Despite the annual billing period not yet commencing, Citrix representatives informed me that changes to the billing plan could only be made after the completion of the current annual period. This policy was not communicated to me at the time of purchase, and I am now being forced to pay for a full year of services which I do not require.Reason for Complaint: Lack of Transparency: At no point during the purchase process was I informed that the subscription could not be converted to a monthly plan once billed annually. Unreasonable Policy: Forcing customers to wait a full year to change their subscription plan, even if the billing period has not yet started, is unreasonable and unfair. Financial Burden: This policy imposes an unnecessary financial burden on my business, as I am now required to pay $3,372.00 upfront for services I do not need for the entire year.Desired Resolution:I request the following resolution: Immediate Refund: A full refund of $3,372.00 for the annual subscription charged on Invoice No. ************. Plan Conversion: Conversion of my subscription plan from annual to monthly billing, allowing me to pay for and use the services on a monthly basis as needed.Thank you for your assistance in resolving this matter promptly.

  Business Response

  Date: 05/28/2024

  Hi **********,

  Hope you are doing well.

  I have sent the details to our ******************** and they will be in touch with you in **************************************************************************** directly at *******************************************.

  Regards
  *********************************
  Sr. Manager, Technical Account Management

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21768720
  
  I am rejecting this response because:

  I was supposed to receive a call this morning. No one called.
  
  I want following:
  5 Podio Premium licenses ( same what i have)     $24 * 5 =  $120
  
  Sharefile  Premium    (from 5 to 3 users)              $27.50*3 = $82.5
  Total                                                               $202.5
  
  
  So $202.5 on monthly basis not on annual basis. So refund the total annual fee.
  
  I have been your customer for 10 year.
  
  You have charged me for Right Signature separately  for current year and last year. That needs to be refunded as well. You are double charging as Right Signature is part of Podio Premium.
  
  Thanks
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/06/2024

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

  Hope you are well.

  I do believe you have a direct contact with the ShareFile team now, if you still need assistance please contact me directly at *******************************************.

  Regards
  *********************************
  Sr. Manager, Technical Account Management 

• Initial Complaint

  Date:05/23/2024

  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.

  Since setting up an account with Sharefile, billing has been a nightmare, so I requested automatic payment. Automatic pay was supposed to be set up originally. I was told that it would be. Now a year later, my account is locked, with a notification that they have been trying to contact me (I have no missed calls or emails from them, provable in discovery). Their telephone number can't be accessed, because my account is locked. After finally finding an email for them and requesting and receiving a telephone number to call, their billing department said that they have failed to automate payments, so I owe them thousands of dollars immediately. They will not discount the bill even though they failed to charge and failed to notify us of any invoices. After the billing nightmares and lack of updates on needed features, I think it might be time to find another solution.

  Business Response

  Date: 05/24/2024

  Hi *****,

  I have notified our ShareFile team and someone will be in touch with you today. If you still need assistance please contact me directly at *******************************************.

  Regards
  *********************************
  Sr. Manager, Technical Account Management

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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 have had 3 conversations to cancel our subscription and they continue to charge us even after confirming the cancellation has gone through.

  Business Response

  Date: 05/24/2024

  Hi *******,

  I have notified our ShareFile team and they will be in touch with you today. If you still need assistance please contact me at *******************************************.

  Regards
  *********************************
  Sr. Manager, Technical Account Management

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21672541
  
  I am rejecting this response because:

  As discussed in the call, and as shown in the provided transcripts, we have been told multiple times we wont be charged to then be charged the following month, despite being refunded. We will not accept your solution until after the billing period passes in June.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/06/2024

  Hi *******,

  I hope you have a direct point of contact from the ShareFile team now, if not please feel free to reach out to me directly at *******************************************.

  Regards
  *********************************

• Initial Complaint

  Date:04/18/2024

  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 April 1, & 17th of 2024. I contacted I.C.System *** in reference to Account #********* being in violation of the **** specifically 15 U.S. Code 1681 Congressional Findings and Statement of Purpose. I requested a Debt Validation letter with my wet signature support this account being reported on my report, all to no avail. Im requesting this fraudulent third party account be closed immediately.

  Business Response

  Date: 04/18/2024

  Hi *******,

  Hope you are doing well.

  My name is ************************************** Manager at ********************* For us to assist you better could you please let us know what product of our company you use. In the meantime I have already contacted our internal team to reach out to you directly.

  Regards
  *********************************

• Initial Complaint

  Date:03/26/2024

  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.

  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

  Date: 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

  Date:02/22/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/20/2024

  Type:Customer Service 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 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

  Date: 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, ********************