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:02/12/2024

  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 don't not have a contract with 10 New ************************ They did not provide me with the original contract as I requested

  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 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/01/2024

  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 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

  Date: 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

  Date:12/18/2023

  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 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

  Date: 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 Answer

  Date: 01/11/2024

  Email to Citrix ShareFile and BBB regarding two additional invoices dated 01/08/24 and 01/09/24.

  Customer Answer

  Date: 01/12/2024

  Email to Citrix ShareFile and BBB regarding two additional invoices dated 01/08/24 and 01/09/24.

  Business Response

  Date: 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

  Date:09/23/2023

  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 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

  Date: 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

  Date:06/19/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/05/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:05/29/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:03/16/2023

  Type:Order 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 February 24th we signed a three year contract with ******************** to provide access to their DaaS offering. In starting to work through onboarding from our current on-prem ******************** environment we discovered that previous administrators had set up several ******************** accounts, not all of which were documented, nor where they correctly tied to together. The result is that we are completely unable to access our ******************** Cloud account. A ticket was put in on he 24th of February to work through gaining access to the account. As of today we're being told that it'll take at least another week to work through gaining access to the account. That will make this entire process take a full month, and at this point, given how many times we've been provided incorrect information, or had to badger ******************** to keep our case moving, I'm not convinced that the issue will be resolved.All I want it access to the account that we've now been paying on for a month and compensation for lost time using the product. At this point we've effectively had a month long outage of the DaaS solution.

  Business Response

  Date: 03/16/2023

  Hi *****,

  My name is ********************************* and I am a Sr. ******* at Citrix. I am really sorry to hear about the overall experience with Citrix Support.

  Please allow me sometime to review your case and account history, I will provide next steps by end of the day today. If you wish to reach out to me directly please do so by emailing me at **********************************************************.

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

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19603592
  
  I am rejecting this response because: To this point there has been no action taken.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/21/2023

  At the point the original response was given there had been no action taken by Citrix.  As of today we are able to access our Citrix Cloud account, but still haven't received any response in terms of the request to have our license extended to match the month of lost service that resulted from their inaction.

  Business Response

  Date: 03/30/2023

  Hi *****,

  I am still reviewing the other part of the complaint with some of our internal stakeholders, as soon as I have an update I will be in touch.

   

  Regards
  *********************************
  Senior Manager, Technical Account Management

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19603592
  
  I am rejecting this response because: They're still looking into the last part of the request.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/31/2023

  We were able to resolve the Citrix Cloud Log in issue the same day when the complaint was raised. As ***** is looking for some sort of service compensation for the one month that was lost we are working with the Account Manager to look at options to do so and if it is possible. I have emailed from my Citrix email address to be in touch with ***** directly. 

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19603592
  
  I am rejecting this response because: I'm not going to accept the response while there are still actions in progress.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/24/2023

  Type:Delivery 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.

  Citrix automatically renewed a product I expressly told them I had no intention of renewing. They gave me no warning I was going to be renewed and they went ahead a did it anyway. I tried to go through the proper channels to have the product returned and was rejected. The is terrible business practice. They keep attempting to get money from me for the product. Below are the order details:Customer Purchase Order #: ******************************* Order#: ********** Thanks for your help!****

  Business Response

  Date: 02/24/2023

  Hi ****,

  Thank you for reaching out to us. My name is ********************************* and I am a Senior Manager at Citrix who will be in touch with you until we reach resolution. I am reviewing this request with our internal teams and will be in touch by Feb 28th. If you need immediate assistance please feel free to email me at **********************************************************.

  Thank you and Kind Regards

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

• Initial Complaint

  Date:01/06/2023

  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.

  Citrix has been FRAUDULENTLY charging my Credit Card fior the last NINE Months and is UNABLE to resolve the issue. I need the charges to STOP

  Business Response

  Date: 01/09/2023

  Hi ****,

  Hope you are doing well.

  My name is ********************************* and on behalf of Citrix I am responsible to ensure the reported issue is resolved. I have assigned someone from our Billing team to address this and we will be in touch with you directly. If you wish to reach out to me directly please email me at ******************************************* We will follow up on Jan 10th, thank you for your patience while we work on this.

   

  Regards

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