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:08/23/2023

  Type:Order 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.

  SCAM!!!!!
  
  In March/April 2023 I signed up for the trial the then the Annual subscription with Authorify paying monthly at the rate of $219 per month. After experiencing a death in my family with a loss of income. I called Authorify to cancel the subscription on the bases that due to such death and loss of household income. They told me I could not cancel but they would suspend payments for 3 months. After the 3 months I call again requesting a cancellation. They still will not cancel! What kind of SUBSCRIPTION CANNOT BE CANCELLED?? Charge me a (reasonable) cancellation fee, but why hold me hostage to an agreement that I did not find useful to my business, of which I'm not satisfied with my ROI, and I do not ever plan on using!! What a horrible company to try and make me pay for 12 months of services, of which I will not be USING!! I DO NOT HAVE THE ADDITIONAL $219 PER MO SINCE MY MONTHLY EXPENSES HAVE INCREASED BY $600 PER MONTH DUE TO THE DEATH OF A FAMILY MEMBER!!! ALL I AM ASKING IS THAT YOU CANCEL MY SUBSCRIPTION!! LET ME OUT OF THIS SHAMELESS, UNSYMPATHIC, ORGANIZATION "SUBSCRIPTION"!

  

  Business Response

  Date: 08/28/2023

  We deeply regret to hear about the challenges you've faced, especially during such a difficult time for you and your family. Please know that your satisfaction is important to us, and we genuinely want to provide assistance within the scope of our policies.
  
  We understand your frustration regarding the cancellation process. We would like to clarify that the terms of our subscription contracts are designed to ensure fairness and consistency for all our members. A contracted subscription includes a commitment to a specified term, during which the services are provided as outlined in the agreement.
  
  While we cannot cancel a subscription before the end of the contract term, we are committed to working with our members in unique circumstances, such as yours. We are here to provide support and solutions that are within the parameters of our policies.
  
  We truly apologize for any miscommunication or inconvenience you've experienced during this process. Our goal is to assist you as best as we can within the framework of our contractual obligations. We encourage you to reach out to our customer support team to discuss options that may be available to alleviate your situation.
  
  Please understand that our intention is not to cause additional stress, but rather to find a resolution that takes your situation into consideration. We are here to listen and explore possible solutions that can help address your concerns.

  Customer Answer

  Date: 08/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID 20511784, however your response is invalid. Contracts can in fact be canceled, per the email received 8/28/23 from a manager within your organization, previously attached to this case. This subscription has been cancelled and NO FURTHER BILLING WILL TAKE PLACE! 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email from company to review their products. There was a trial period before acceptance of their services. It required a credit card to review, which would be charged if I decided to accept their service agreement. I reviewed their marketing, found their offer not to be useful for my business. I received a direct call 2 days later before the trial period ended and I told the salesman I was not interested and to cancel any further communication. Salesman argued with me that I had not given the company a chance to prove their value. I insisted upon canceling immediately. Two months later, on reviewing my bank statement, I discovered the company had accessed my credit card twice for $259 x 2 = $518.00. I immediately contacted the company and was told the refund would be expedited. A week later I received a threatening email telling me that they had legal counsel and they would not refund and I could not challenge the theft from my account.

  

  Business Response

  Date: 07/26/2023

  We apologize for any inconvenience you experienced during your interaction with our company. We understand the importance of transparency and timely responses to our customers.
  After reviewing your complaint, we can confirm that the charges of $518.00 have already been refunded to your credit card. We sincerely apologize for any confusion or delay in the refund process. Please allow 3 to 5 business days for the refund to reflect in your account, depending on your financial institution's processing times.
  Additionally, we have processed the cancellation of your subscription as per your request. Your account has been canceled, and no further charges will be applied.
  We are sorry for any misunderstanding that may have occurred during your initial interaction with our representative.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any necessary clarification.

  Customer Answer

  Date: 07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

  Business has agreed to refund $518.00.  I will be satisfied when refund is received.

• Initial Complaint

  Date:07/26/2023

  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.

  On July 19th, I requested a cancelation for authorify account due to layoff, but my account was still charged.

  

  Business Response

  Date: 07/26/2023

  We apologize for any inconvenience you experienced regarding your account charges. We understand the importance of timely and accurate cancellations during challenging times.
  After investigating your complaint, we can confirm that your account has been canceled as of [date]. Additionally, we have processed a refund for the last charge on your account, which was completed yesterday. Please note that refunds may take 5 to 10 days to reflect in your account, depending on your financial institution's processing times.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like every other complaint on here, I was unaware of this company until they charged my account almost ****. I talked to ***** at authorify 7.14.23 as soon as I saw the charge on my account. He argued with me saying I "opened my emails" but no email said I was signing up for a membership of **** a month. I agreed to pay for the ** shipping for free prelisting packets that's it. This is definitely predatory and a scam I don't know how they have an A on here. I want a refund immediately.

  

  Business Response

  Date: 07/26/2023

  We understand the importance of transparent communication and want to address your concerns.
  Upon reviewing your account and the interactions you had with our representative, we can confirm that the last charge of **** has been refunded on the same day you called on July 14th. We apologize for any misunderstanding regarding the nature of the charge and assure you that our team is committed to providing clarity in all our communications.
  Furthermore, we have processed the cancellation of your subscription as per your request. Your account is now canceled, and no further charges will be applied.
  We are sorry for any frustration you may have encountered during this process. Our team is dedicated to resolving any issues promptly and ensuring customer satisfaction.

  Customer Answer

  Date: 07/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  I did receive my refund thank you. 

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  **** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/29/2023

  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.

  On 11/13/22 I sent an email to cancel this subscription. They sent an email back telling me to call and discuss with a representative. I called and told them I no longer wanted this subscription and to cancel it please. They told me that I was in a contract for 4 more months. I asked if it would be cancelled after that and they said yes. Here we are 7 months later and I am still being charged monthly. I have called multiple times disputing but they just say that my contract automatically renews and I am stuck in another 12 month contract. They will not provide recorded calls or my call log. This is very unethical.

  

  Business Response

  Date: 06/30/2023

  Thank you for bringing your concerns to our attention. We apologize for any confusion or inconvenience caused during the cancellation process.
  After reviewing your account and the interactions you had with our customer support team, we acknowledge that there was a miscommunication regarding the cancellation timeline. We apologize for any inconvenience this may have caused you.
  As a gesture of goodwill, we have taken the necessary steps to cancel your subscription as per your recent request. However, we regret to inform you that we are unable to refund the charges incurred from March to June, as stated in our terms and conditions.
  We understand your frustration and apologize for any dissatisfaction caused. We value our customers' feedback and continuously strive to improve our communication and processes to ensure a better experience for all.
  Regarding your request for recorded calls or your call log, we apologize for any confusion. As per our policy, we do not provide recorded calls or call logs to customers. However, we have documented your concerns and feedback internally for further evaluation and training purposes.
  We appreciate your understanding of the charges and cancellation process outlined in the contract.

  Customer Answer

  Date: 07/05/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I cancelled the service and they continued to charge me and will not refund my money. 

  
  

  Regards,

  
  

  ****** ***

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 07/05/2023

  Upon further investigation, we found that your initial cancellation request in November 2022 did not reach the cancellation department, resulting in the continued charges.
  
  We want to assure you that we have recently processed your cancellation request as per your most recent contact with the cancellation team. Your subscription has been successfully canceled and there will be no more charges moving forward.
  
  Regarding the refund of charges, we regret to inform you that our policy states that charges incurred prior to the cancellation are non-refundable. This policy is outlined in our terms and conditions, which you agreed to when you initially subscribed to our service.

• Initial Complaint

  Date:06/22/2023

  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.

  This company is TERRIBLE. They not only auto renew when you don't know about it, you cannot CANCEL the subscription until you are a couple of months from the end of the contract date. I had 448 book credits. Today I could not log into my account because apparently it closed yesterday. I paid them over $4000 with auto-renew they would not take back and threated with legal action when I said I would dispute the cc charge. And 1 day after account closes they say I lost the right to my pre-paid book credits. I never received another email after one, I don't know, a year ago?? This is the worst way to do business and their customer service sucks at best, I would say it's shady and deceiving.
  To consumers out there: Don't buy the books. Network, build relationships, don't fake to be an author you are not. I thought it was good marketing idea initially but it's embarrassing to use the book really.

  

  Business Response

  Date: 06/28/2023

  We apologize for any inconvenience you experienced with our services, and we appreciate you bringing this matter to our attention. We value your feedback and aim to address your concerns.
  Regarding the auto-renewal feature, we understand that it may not align with everyone's preferences. However, our Terms of Use, available at https://**************************** clearly state the details of our auto-renewal policy. We encourage all our customers to review these terms before signing up to ensure they are aware of the renewal process.
  We apologize if there was any confusion regarding the cancellation of your subscription and the utilization of your book credits. According to our Terms of Use, book credits are valid and usable during the active subscription period. However, upon cancellation, any remaining book credits may be forfeited as stated in the terms. We regret any inconvenience this may have caused.
  Regarding communication, our records indicate that a confirmation email was sent to you approximately one year ago when you initially requested the cancellation. We also did not receive anything from you after that, your Success Coach along with the Support team is just waiting for you if ever you need any help. We understand the importance of clear and consistent communication and will take your feedback into account as we work to enhance our customer support processes.
  We are committed to providing the best possible customer service and addressing any concerns promptly and professionally. We regret if you felt dissatisfied with our response.

  Customer Answer

  Date: 06/28/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  You say that you are committed to "providing the best possible customer service" which you are not. I cancelled after the unexpected auto-renewal to be sure it would not happen again. I was unaware that that action would cancel out my PRE-PAID books. After I cancelled I had contact with the Support Team as I asked if other titles were available to me other than the ones I saw in the portal.  No one said that I in fact could not even get my PRE-PAID books anymore.. I don't know of a 'success coach' and surely he/she/they did not make my experience and membership successful, did they.  How is that giving  "the best customer service you can provide" if there is no communication from your side to help clients meet the complicated deadlines you have? Your policies are written completely one sided, written so people fall into the cancellation policy 'trap' (figure of speech).  If you read the complaints you have received from multiple other consumers over the years, clearly the consumer does not understand and the communication is not clear. I begged you to send me something, a partial delivery  of the books, one title of books, anything but you chose to not move one inch towards me, the consumer. I understand it is buried somewhere and I have no recourse against you. I regret to maintain this is not 'betterbusiness' and a poor customer experince. 

  
  

  Regards,

  
  

  *** ******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 06/29/2023

  We appreciate your continued engagement and feedback regarding your experience.
  We understand your frustration with the cancellation process and the impact it had on your book credits. We apologize if there was any miscommunication or lack of clarity regarding the availability of those credits after cancellation.
  We acknowledge that there have been complaints from other consumers in the past, and we take each feedback seriously as an opportunity for improvement. We are continuously working to enhance our policies, communication, and overall customer experience. Your feedback is invaluable in helping us identify areas for growth.
  We regret if our cancellation policy seemed one-sided or created confusion. Our aim is to establish clear guidelines to ensure consistency and fairness for all our customers. However, we understand that there may be room for improvement in making these policies more understandable and accessible.
  While we cannot retroactively change the outcome, we would like to offer you a way to retrieve the book credits. If you still want to use our books, the only way to use them is to have a membership again. Please do not hesitate to reach out to our customer support team if you are interested. We value your feedback and the opportunity to make amends.

• Initial Complaint

  Date:06/14/2023

  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 HAVE BEVER JOINED AUTHORIFY...GOT A TEXT FROM THEM YESTERDAY AT 3:44..RESPONDED DO NOT CONTACT ME AGAIN ANOTHER TEXT DIRECTING ME TO CALL A NUMBER TO CANCEL RETURNED SAME MESSAGE THEY SENT ANOTHER TEXT DONT EVEN KNMOW WHO THESE FOOLS ARE... NEVER JOINED...DONT KNOW HOW THEY GOT MY CELL NUMBER

  

  Business Response

  Date: 06/15/2023

  We apologize for any confusion or inconvenience you may have experienced, but it seems there might be a misunderstanding. After thoroughly reviewing our records, we found no evidence of any membership or contact associated with the provided phone number ***** ********* and email address
  We understand your frustration regarding the text messages you received from Authorify. However, it appears that there may have been a mistake or a miscommunication. We assure you that it was not our intention to contact you if you have never joined or provided your information to us.
  Please be assured that we take privacy and unsolicited communications seriously. Please provide us with an alternate phone number or the phone number where you received the messages. We will investigate this matter further to identify any potential issues and ensure that your contact information is removed from our systems.
  If you have any additional concerns or would like further assistance, please feel free to reach out to our customer support team directly. We are here to help address any issues you may have.
  We apologize for any inconvenience this may have caused and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Authorify regarding their unfair business practices and refusal to accommodate my request for cancellation. I believe that their actions violate ethical standards and consumer rights, and I am seeking your assistance in resolving this matter.
  On 5/27/2023, I made multiple attempts to contact Authorify to cancel my account. Unfortunately, my attempts coincided with a holiday weekend, and as a result, the earliest date for cancellation was today, 5/30/2023. Despite this, I discovered that Authorify had charged me a renewal fee of $259.00 on 5/28/2023, which contradicts my intent to cancel the service.
  Upon contacting Authorify today to request a refund for the renewal fee, I was informed that they would not process the refund and insisted that I must pay for another 12 months at a cost of $259.00 per month. They presented two alternative options: reducing my monthly cost by 30% or skipping payment for one month. However, neither of these alternatives aligns with my request for cancellation. One of the key issues I encountered in this process is the unavailability of the contract or agreement that mandates the continuation of payments for a service I no longer want or need. Despite multiple requests, Authorify has failed to provide me with a copy of the contract, making it impossible for me to validate their claims or understand my rights and obligations.
  I want to emphasize that my desire to cancel the service is not due to dissatisfaction with its quality, but rather a result of Authority's refusal to allow me to terminate my account and their lack of transparency regarding contractual obligations. Authorify's failure to provide a copy of the contract and their refusal to process the refund are clear indicators of unethical business practices.

  

  Business Response

  Date: 05/31/2023

  We have received your complaint and would like to address your concerns regarding the cancellation of your account and the renewal fee. We understand that you were attempting to cancel your account on May 27, 2023, but due to the holiday weekend, the earliest date for cancellation was May 30, 2023.
  We would like to clarify that according to the contract you signed, the subscription is on a one-year term, and it clearly states that the subscription will automatically renew after the term unless cancelled. A reminder email was sent to you 15 days prior to the renewal, on May 13th, notifying you that the subscription would automatically renew for one (1) year (12 months) unless cancelled. Our records indicate that you opened this email on May 22nd.
  As for the refund request for the renewal fee of $259.00, we regret to inform you that we will not be able to process the refund. The charge for the renewal is considered valid, as stated in the terms and conditions of the contract. However, we understand your request for a copy of the contract and would be happy to provide you with a copy, which has been sent to you today.
  We acknowledge your frustration with the situation and apologize for any inconvenience caused. However, we want to clarify that our policies and procedures are outlined in the contract, and it is the responsibility of the customer to review and understand the terms and conditions, including the cancellation process.
  If you have any further questions or require assistance, please don't hesitate to reach out to our customer support team. We remain committed to addressing your concerns and finding a satisfactory resolution.

  

  Business Response

  Date: 06/01/2023

  Thank you for your response regarding our previous message.
  We acknowledge your request to forgo the payment of $259.00 and cancel the remainder of the contract. After reviewing your case, we have decided to accommodate your request. Your account will be canceled, effective June 28, 2023, and no further charges will be incurred.
  If you have any further questions or require assistance, please feel free to contact our customer support team.
  Thank you for your cooperation.

  Customer Answer

  Date: 06/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  *** ******

  
  

  
  

  
  

   

• Initial Complaint

  Date:05/09/2023

  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 want to share how outraged I am at this company who apparently continues to scam people and hide behind fraudulent tactics like "Terms of Service" smoke screens. I signed up the "free" ten books offered in a promotion and was told that all I had to pay was $7.00 for shipping and handling. I never authorized Authorify to continue to charge my card and have recently found that they have stolen )over $3,000 from my account via fraudulent charges. I called to resolved I was told they couldn't do ANYTHING!? I never used the services and have cancelled them immediately. I wish I had read these reviews prior to signing up but will now make it my mission to post this in every forum that I can find so that other consumers are warned. The company is scamming people by offering "free" trails only to charge your account after 30 days. BEWARE>>>>THEY ARE SCAMMERS.

  

  Business Response

  Date: 05/18/2023

  Thank you for sharing your concerns with us. We understand that there may have been some confusion regarding the trial subscription and subsequent charges.
  During the sign-up process, it was clearly stated on the sign-up page and in the terms of the trial subscription that the trial would automatically roll over to a monthly membership after the trial period unless cancelled. We apologize if this was not clear to you at the time of signing up.
  We would like to clarify that forgetting to cancel a trial subscription does not constitute a scam. However, we do understand that situations can arise where customers may forget to cancel their trial, and we strive to provide excellent customer service.
  In the spirit of goodwill and as a courtesy, we have processed a refund for $275.84 that was billed in April. You should see the refund reflected in your account within the standard processing time.
  Thank you for your understanding, and we hope to have the opportunity to serve you better in the future.

• Initial Complaint

  Date:04/03/2023

  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.

  On December 7, 2022, I filled out information online in regards to Authorify. You have to put in your credit card information at this time (because there’s a free trail period) and schedule an online zoom call. This zoom call took place on December 12. After hearing the salesman‘s pitch, I knew this product wasn’t for me and I politely told him, “it’s just not for me & it’s not something I want to do.” He assured me that it was no problem, that their product(s) aren’t for everyone and that the credit card information, that they already had on file from December 7, would not be charged. And that he will cancel my subscription. Well two months later, I looked at my bank account and saw that they had taken two charges out totaling $518. I then called Authorify to tell them that this was a mistake & what I was told by the salesman. The lady immediately told me they could not refund my money because I didn’t cancel it myself online! I then contacted my bank and filed the fraudulent charges on my account and that’s where I am now. They claimed that I did not follow their cancellation procedure. Well, if their employee is instructing me to do one thing & I follow his instructions how is that my fault? These people are scam artist they know exactly what they’re doing. They can make this right by refunding the money.

  

  Business Response

  Date: 04/14/2023

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced with Authorify. We take all customer complaints seriously and want to work with you to resolve this issue.

  
  After reviewing your account, we found that you joined our trial membership in December 2022 and were automatically enrolled in our monthly membership plan after the trial period ended. We understand that you tried to cancel your membership, but unfortunately, we have no records of that request.

  
  We apologize for any confusion caused by the instructions you claimed that has been given by our sales representative. Please note that our standard cancellation procedure requires members to cancel their membership by calling our Hotline and talk to our Member Experience team which you did eventually after being charged for the renewal.

  
  Regarding your refund request, we regret to inform you that we cannot issue a refund as your account was not canceled within our designated cancellation period. We understand that you have filed a dispute with your bank, and unfortunately, this eliminates any further action we can take to resolve the matter.

  
  We appreciate your feedback and will use it to improve our processes and better serve our customers. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 04/14/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: Even thought I did not call their hotline I did tell the employee of the company, on December 12, 2022, that I wasn't interested in their service/products. HE told me not to worry and that he would take care of canceling my subscription. I did what THEIR EMPLOYEE told me to do. Looking back it makes sense because he's paid a commission on the sale. Why would he cancel my subscription? It's fraud! Furthermore, the materials (a number of books) the $518.00 that they took from me was to pay for, have never been delivered. Therefore, on top of them not canceling the subscription, they haven't even produced the product(s) I paid for!! Tell me what's right about that. This company can do what's right and refund my money. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 04/17/2023

  We would like to clarify some details regarding your case. First, we would like to inform you that there was no commission involved as you were still in your trial period when your membership was renewed. Our sales representatives do not receive any commissions for trial memberships that renewed to a monthly membership.
  Additionally, we would like to clarify that the $518.00 that was charged to your account was not for any books. As a member, you have the option to create and order books, but we do not charge any fees for that. The charges were for the membership fees, which you did not cancel before the renewal date.
  We are sorry to hear that you did not receive any books, but please note that we do not automatically print and ship books to our members. You have to create and order them yourself. We provide the tools and resources to do so on our platform.
  Regarding your refund request, we regret to inform you that it is no longer possible because you have already filed a dispute with your bank. Once a dispute has been filed, the bank takes control of the funds, and we cannot issue a refund.