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:02/24/2025

  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.

  On February 15, 2025 I needed a Power Of Attorney form, upon searching, eForms poped up it said in bold ( 7 day free trial ) I proceeded to the forms, before I could complete the form I got an alert, that my account was charge $199 shock and angry I started a chat with "*******" customer service **** within ****** being online. I explain what happen and asked why was I charged $199 he informed me that I signed up for a year subscription, I immediately told ******* to cancel it and refund my money he stated that he have to send it to his supervisor. I was refunded $150 and I am still owed $49. And I did not get the form that I filled out!

  Business Response

  Date: 03/04/2025

  We respectfully request that this complaint be removed as we already serviced this account. 

  This user inadvertently registered two accounts on the same day on February 15, 2025. She intended to sign up for a Monthly Subscription (that comes with a 7-Day Free Trial for new members) on the first account, though she never activated it. She ended up changing her payment method prior to activation, and ultimately activated an Annual Plan under a separate email address the same day. Our 1-Year Pro (Annual) Plan is $16.59/month, paid as a one-time upfront payment of $199.00. This is a savings of 66% compared to subscribing to our Monthly Plan at $49.00/month ($588.00 annually). The pricing and checkout pages reflect this upfront payment. I attached a copy of each for your records. 

  
  Per her request, we changed the Annual Plan to the Monthly Plan she intended to subscribe to. A pro-rated refund of $150.00 was processed to her card. She then followed up with our support department stating that she wanted to cancel altogether thinking the Annual Plan had a trial offer, which it does not.
   
  We canceled the Monthly Subscription we changed her account to and refunded the remaining $49.00 ($199.00 total) on Tuesday, March 4, 2025. We ask that the user allow 5-7 business days for the refund to appear back in her account. 

  Customer Answer

  Date: 03/05/2025

   
  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:02/22/2025

  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.

  They dont even look at their policy purchased a limited liability company (LLC) operating agreement online from E-Forms that purports to be a draft agreement that conforms to the requirements of FL law. The agreement contains provisions that are in flat out violation of FL law. As one example, the draft agreement states that an LLC operating agreement can provide rules for distributions to equity holders. This is flat out wrong. Section 605.0404(1) of FL's limited liability act provides that distributions MUST BE pro rata to equity holders based upon each holder's equity contribution to the LLC.Please note that E-Form is an auto fill--meaning that the purchaser can fill in the names and addresses of the business and the equity holders and sign on the dotted line--as if a business can do that and be "good to go." Hardly!!!! A business that does that will be in big trouble because the agreement online does not comply with FL law.Thank God I had this document reviewed by someone who basically threw it away. It is completely unusable.I have tried to contact the business three times--twice by email and once by phone. The email responses seem to be automated responses that pick up on the word "refund" and then ask me for information that does not apply to me--specifically, the automated replies from E-Forms are asking me for the name of the agency that rejected the operating agreement. This does not apply to me because FL law does require an operating agreement to be filed with the state. (By the way, it is kind of amusing that E-Forms does not apparently read its incoming emails, much like it does not read its own agreements! Ha ha ha.)They refused to refund me and also are non compliant with the ********* ***********************

  Business Response

  Date: 03/04/2025

  COPY OF PRIOR COMPLAINT  (Original Complaint ID ******** - Status RESOLVED)

   

  We respectfully request that this complaint be removed as the customer was denied a refund due to violating our Terms of Use. The complainant also copied a prior RESOLVED complaint from 2024 in their submission that has absolutely no relation to her interaction with our company.

   

  This customer registered an account under her name using the email address ************************** to activate a Monthly Subscription Plan on September 14, 2023. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a Florida Official Pregnancy Verification Form. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. This subscription was canceled during the free trial period, and the customers account was not charged whatsoever. 

   

   On February 13, 2025, a second account was registered by this same user under the email address ******************** and a second Monthly Subscription Plan was created. Though ineligible per our Terms of Use, the customer utilized a second Free Trial, otherwise offered to NEW SUBSCRIBERS only. The account was used to download a Florida Name Change Petition Form. This secondary subscription was not canceled during the free trial period (though ineligible), and the customer's account was billed the initial monthly payment on February 21, 2025.

   

  Customers have the ability to cancel their subscriptions by contacting support via phone, email, or live chat. They can also cancel at any time from their eForms dashboard. When the customer contacted us requesting cancellation and a refund via live chat and phone AFTER the secondary accounts initial charge, we informed her that the account was ineligible for a refund due to violating our Terms of Use, as she utilized two Monthly Subscription Plans and 7-Day Free Trials previously.

   

  Though the second subscription was canceled after contacting our support team, the customer has access to her account until the end of the billing cycle on March 21, 2025, at 10:10 PM EST. The subscription will not renew, and the account will not be billed again. 

   

  Attached is the excerpt from our Terms of Use relating to Monthly Subscriptions and 7-Day Free Trials offered to NEW members only, as well as the activity logs for the two accounts utilized by the complainant. Weve also included the previous RESOLVED BBB complaint that this user copied word-for-word from 2024. Please note that the original complaint was listed as resolved by the original complainant once our response was submitted to the BBB. 
  

  
  

• Initial Complaint

  Date:02/10/2025

  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 clicked the link to purchase the year subscription for $16.99/month. When I entered my card info the price switched to $199 and I was charged that amount. That was a false advertisement and I would like a refund.

  Business Response

  Date: 02/23/2025

  We respectfully request that this complaint be removed or resolved as we already serviced this account. 

  We replied to this customer's refund request on February 17, 2025. We included the activity on the account and explained that her account was utilized to activate our Annual Plan. Our 1-Year Pro (Annual) Plan is $16.59/month, paid as a one-time upfront payment of $199.00. This is a savings of 66% compared to subscribing to our Monthly Plan at $49.00/month ($588.00 annually). The pricing and checkout pages reflect this upfront payment. We reviewed the account's activity log, and it was used to activate an Annual Plan on Saturday, February 8, 2025.

  As she did not intend to sign up for the Annual Plan, we offered to update her account to the Monthly Subscription Plan, and pro-rate the difference in plan cost. She did not wish to proceed. We provided her a full $199.00 refund after she confirmed she didn't wish to pursue. She replied and thanked us for accommodating her request. It appears this complaint was filed prior to her communication with our support department.

  Attached is the pricing page and the annual plan checkout page showing that the Annual Plan is an upfront payment of $199.00. The refund confirmation is also attached. 

   

• Initial Complaint

  Date:01/16/2025

  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.

  On January 13, 2025, I came across this site in my ****** search engine. My father recently passed and for me to do anything in the state of ********, I needed a ************ Affidavit. The site gave a generic document that was not even for ********. I only found that out once I began handling my Dad's business. I selected what was supposed to be the monthly option at the lowest rate. The site is not clear at all as to what each of the selections for payment option entails. I would even say deceptive in the fact that the "monthly" option is $49.00/ month, while the other options do not ensure the reader understands that the "pro annual" option will debit your card for $199. If I was unwilling to pay $49.00 a month why would I then select an option that at $16 would authorize the purchase of an annual plan that is debited upfront. I called the customer service number to explain and the representative that answered told me I selected the annual plan. No matter what I said, he kept defaulting back to that was what I selected. He stated he could not refund the money and that it would be escalated. I do not appreciate when at my most vulnerable state of circumstances that I have been taken advantage of by trickery and deceit to use a service that potentially could have been used longterm. I do not plan to keep this service now that the *** has shown they like to play games. I do not have tons of money to be forking out to a service like this, which is why I chose the lowest option in order to get my needs met without . In fact, now my ability to get home to ******** is in jeopardy during a time where I need to be back for mandatory job training where I work. I would like to have this resolved with a full refund of the funds and canceling the service altogether. This is not a buyer beware type of instance. This is a business that knows what it is doing to the detriment of the public.

  Business Response

  Date: 01/16/2025

  We are sympathetic to this complainant's situation and are sorry for the loss of his father. We do, however, respectfully request that this complaint be removed as it is not a genuine representation of our available services and the activity on the account. As of the loading of this complaint response, this customer's account has already been serviced.

   

  All customer activity and communication is timestamped for quality assurance purposes. This customer registered an account under the email address ******************* on January 13, 2025. In lieu of downloading one of our FREE form templates, this customer utilized our form-filling software (a premium service) to complete his form. Upon form completion, the customer was presented with our pricing page, and activated our Annual Subscription Plan. Our 1-Year Pro *******) Plan is paid as a one-time upfront payment of $199.00. This breaks out to $16.59/month, a savings of 66% compared to subscribing to our Monthly Plan at $49.00/month ($588.00 annually).

  
  
  The terms of the subscription are listed in our Terms of Use, on our Pricing Page ******* Plan listed as a one-time upfront payment), and found in our FAQs. The upfront fee of $199.00 is reiterated on the checkout page for the Annual Plan prior to the initial download when activating the subscription. Per the account's activity log, this subscription was used to download a ******************** Affidavit (non-state specific) upon activation. Only after the initial download was a secondary, Illinois state-specific form created and downloaded. 

  
  
  The customer reached out to our support team today, January 16, 2025, after seeing the processed $199.00 transaction on his statement. Our support team confirmed the activity on the account, and that it was used to register and activate the Annual Subscription Plan. Our support team does not have the administrative access to refund Annual Plan Subscriptions, so our agent escalated the customer's refund request to management informing the customer that he would be contacted by our customer support manager in one to two business days, per standard escalation timeframes. 

   

  Our CSM already responded to this customer at the time of this complaint response. The *** responded within three hours of the customer's initial escalation from his call in to our support team earlier today. Our CSM processed a full $199.00 refund as a professional courtesy due to the customer's confusion regarding the plan he signed up for. We ask that the customer allow 5-7 business days for the refund to appear back on their statement, if the charge did not VOID completely if still listed as pending at the time of refund.  

   

  Attached is the Account Activity Log showing the Annual Plan activation and download of the NON-State ********************* Affidavit Form on January 13, 2025. Screenshots of our pricing page and Annual Plan checkout page are also included, showing the upfront one-time fee of $199.00. The transaction log reflecting the $199.00 refund is included, as well. We have already serviced this account and provided all necessary documentation supporting our response, so we respectfully request that it be removed from our company profile. 

  Customer Answer

  Date: 01/17/2025

   
  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:12/05/2024

  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 used a free trial from the company, and immediately canceled. They're claiming I didn't cancel and "have no record", but I know 100% because I logged in and immediately did so. They proceeded to charge me TWICE for $49 monthly subscription.

  Business Response

  Date: 12/05/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience of the complainant's use of our services.

  
  All customer activity and communication is timestamped for quality assurance purposes. This customer registered an account under the email address ******************* on October 28, 2024. This customer activated a Monthly Subscription Plan after registration. This plan comes with a 7-Day Free Trial for new members, and the customer downloaded a XXXXX Application Form after using our form-filling software (a premium service associated with the subscription plan).

  
  The terms of the subscription and free trial period are listed in our Terms of Use, on our Pricing Page, found in our FAQs, and reiterated on the checkout page prior to the initial download before activating the subscription. Customers can cancel at any time by contacting customer support via live chat, by phone, via email, or through their dashboard directly. Per the account's activity log, this subscription was not canceled during the free trial period which concluded on November 5, 2024 (the eighth day since subscription activation). A renewal and payment confirmation email was sent at the turn of the billing cycle. There was no cancellation within the first monthly cycle either, hence why the customer's account was billed a second time with the notification email being sent again. 

  
  The customer reached out to our support team today, December 5, 2024, after receiving the secondary monthly charge and notification. Our support team confirmed that we did not have a record of a prior cancellation until today, December 5, 2024, when the account was signed into and the subscription was canceled shortly after the renewal charge, though the customer was adamant he previously canceled. Though no cancellation was ever requested previously (activity log attached for confirmation), our support team canceled the subscription immediately and processed a courtesy refund for the most recent charge on the account.

  The initial charge following the trial period is not eligible for an additional refund, as we do not have a record of a prior cancellation request and our digital services have been utilized. We ask the customer allow 5-7 business days for the refund to appear on his statement and make note that the charge may VOID out completely based on the timing of the recent transaction and processed refund. 

• Initial Complaint

  Date:12/02/2024

  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.

  Signed up for 7 day free trial. Used cousins email because the *** Papers were for him and needed to go to him. Cancelled immediately the same day 2 weeks ago. Received a $49 charge on my bank account today 11/30 from eforms. ***** with customer service agent. Refused refund because Ive used free trial in past. Had no idea that wasnt allowed. Asked her to make exception. She would not. I had zero intentions of paying $49 at all. Poor business dealings. Poor decisions made. Poor resolution. Poor experience all the way around.

  Business Response

  Date: 12/09/2024

  We respectfully request that this complaint be removed as the customer was denied a refund due to violating our Terms of Use.
  
  This customer registered an account under her name using the email address ************************** to activate a Monthly Subscription Plan on March 31, 2022. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a ************ Advance Directive (Medical POA & Living Will) and a ************** ************************* of Attorney Form. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. This subscription was canceled during the free trial period, and the customers account was not billed whatsoever. The account was accessed over the next few years to save documents,and the subscription was reactivated on June 25, 2023, to create two new forms for successful download. The subscription was canceled shortly after reactivation. 

  On August 26, 2024, a second account was registered under the email address ******************** and a second Monthly Subscription Plan was created. Though ineligible per our Terms of Use, the customer utilized a second Free Trial, otherwise offered to NEW SUBSCRIBERS only. The account was used to once again download a ************ Advance Directive (Medical POA & Living Will) and a *****Notary Acknowledgement Form. This secondary subscription was canceled during the free trial period (though ineligible), and the customer's account was not billed.

  A third email address was used by the complainant under the email ********************* to activate a third Monthly Subscription Plan, utilizing that subscription's free trial period (though ineligible) to download a new ******** ************************* of Attorney From and a ************* of Attorney form. No cancellation requests were ever made during the third subscription's free trial period, and the account was billed on November 30, 2024. 

  Customers have the ability to cancel their subscriptions by contacting support via phone, email, or live chat. They can also cancel at any time from their eForms dashboard. When the customer contacted us requesting cancellation and a refund via live chat, we informed her that the account was ineligible for a refund due to violating our Terms of Use, as she utilized two Monthly Subscription Plans and 7-Day Free Trials previously.
  
  Though the third subscription was canceled after contacting our support team, the customer has access to her account until December 30, 2024. The subscription will not renew, and the account will not be billed again. Attached is the excerpt from our Terms of Use relating to Monthly Subscriptions and 7-Day Free Trials offered to NEW members only, as well as the activity logs for all three accounts utilized by the complainant.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22621663
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Shelley *****

• Initial Complaint

  Date:11/07/2024

  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.

  Im being charged 49$ i thought it was a free trial i just want to cancel that so i wont be charged

  Business Response

  Date: 11/07/2024

  We respectfully request that this complaint be removed as this customer was never successfully charged.

  This customer registered an account and used it to sign up for a Monthly Subscription Plan on October 9, 2024. The customer was a new subscriber, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on how to obtain our forms for FREE and how to cancel on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard.

  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on October 17, 2024, so our system attempted to collect the initial monthly $49.00 payment. That collection attempt FAILED. After a second payment collection attempt FAILURE, the system automatically canceled the subscription, as no successful transactions were processed.

  There is no need to process a refund as no payment was ever collected from this user. Attached is the account's activity log from our merchant provider showing the failed attempts to collect and the automatic cancellation due to non-payment. I've also included the account's transaction log showing no successful transactions on the eForms account.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22526629
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/08/2024

  We are confused why our response is being rejected. The complainant re-attached the same documents we included in our original response. Though we attempted to collect the initial payment due to no cancellation, the account was NOT successfully charged, as both collection attempts FAILED. No payments were made. If the complainant sees PENDING transactions on his statement, they will VOID out completely once his financial institution processes the failed collection attempts. eForms did not successfully receive any payments from this account.

• Initial Complaint

  Date:10/28/2024

  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.

  This company has been charging me $49 for 8 months via my ******. I dont use my ****** balance of ****** often so I only just noticed. I have no idea how they got my ****** information, but I didn't give it too them. The charge is fraudulent.

  Business Response

  Date: 10/29/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience of the user utilizing our services.

  All customer activity and communication is timestamped and recorded for quality assurance purposes. This customer registered an account under the email address ******************* on February 11, 2024,
  
  In lieu of downloading a FREE template or paying $55 for a Single Document purchase, this customer activated a Monthly Subscription Plan on February 29, 2024, at 5:51 PM EST, linking her ****** account as the subscription's funding source. This plan comes with a 7-Day Free Trial for new members and the customer downloaded a California LLC Operating Agreement after using our form-filling software (a premium service associated with the subscription plan). The complainant's name, address, and personal information is listed in the created document.

  The terms of the subscription and free trial period are listed in our Terms of Use and reiterated on the checkout page prior to the initial download before activating the subscription. This subscription was NOT canceled during the free trial period which concluded on March 8, 2024 (the eighth day since subscription activation), hence why the customers account was charged via ****** (the customers payment method of choice). 
  
  Customers can cancel at any time from their eForms dashboard, via ****** directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via ****** directly. As of this BBB complaint response being submitted on October 29, 2024, we do not have a record of any direct cancellations by the user, nor any communication relating to this account with our customer support department. 
  
  Normally, we would offer a courtesy refund for the most recent charge on the account due no activity taking place after the most recent charge. Unfortunately, the customer filed a direct ****** dispute on the transaction without ever contacting our company. We do not have the ability to edit a transaction while it is currently being investigated by ****** due to a direct dispute, as it is placed in a HOLD status by ******. As the dispute is being investigated by ******, we must abide by the decision stemming from their investigation. 
  
  I can confirm the subscription has now been canceled at period end (based on receiving this complaint). Though canceled, the customer has access to their account and all services under the Monthly Plan until November 8, 2024, at 5:51 PM EST. The subscription will not renew, and the account will not be billed again. As a reminder, we must abide by the outcome of ******'s direct dispute investigation in relation to the refund. Attached is an excerpt of the downloaded form from the subscribed account with the complainant's information listed for record.
  
  

  
  

• Initial Complaint

  Date:09/16/2024

  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 do not recall ever entering my credit card information on the site nor do i recall a $50 recurring monthly charge, I would have cancelled it before then. The sign up practice seems shady to me as i read everything i sign, literally I'm that annoying person that reads what I initial and sign. I want a refund. Stay away from this company. shady practices.

  Business Response

  Date: 09/17/2024

  We respectfully request that this complaint be removed as we have already serviced this customer's account.

  
  All customer communication and activity are time-stamped for quality assurance. This customer registered an account and used it to sign up for a Monthly Subscription Plan on September 6, 2024, at 9:16 AM EDT. The customer was a new member, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on getting your form for FREE and canceling on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard, or via ****** directly.

  
  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on September 14, 2024, at 9:16 AM EDT.  The customer logged in following the transaction being processed for the initial months renewal, and canceled her subscription at 9:35 AM EDT. At 9:37 AM EDT, the customer communicated with our support staff via live chat, asking what the charge was for. Our support agent informed the customer of the activity on the account, confirming that we have no way to enter customers billing information on their behalf, and that she had entered it upon activating the subscriptions trial. The customer was informed that all renewals and transaction confirmations are sent directly via ******, as she elected to utilize this merchant for payment (a third-party service). 

  
  As a courtesy, our support team canceled the subscription immediately and processed a $49.00 refund to the customer's ****** account for the initial charge per the customer's request. 

  
  I can confirm that the subscription associated with ***************** has been canceled, and the account will not be billed again. We asked the customer to please allow 5-7 business days for the refund to appear on her statement, noting that if the charge is PENDING, it will most likely void completely as the charge and refund were both processed the same day. This cancellation and refund confirmation was emailed to the customer following the interaction on live support on September 14, 2024, at 1:58 PM EDT (live chat conversation and refund confirmation attached to this response).
  

  
  

• Initial Complaint

  Date:09/13/2024

  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 initially signed up for a seven day free Trial. You would think a reputable company would let you know when youre free trial was ending and that you had an ongoing account with them and a monthly billing but no communication was ever given. They just continue to charge my account so several months down the road in September I noticed that was being charged $49 monthly for something I had used only once in March for a total $343. There Shouldve been some further communication from the company, but they hid intentionally to continue charging my account. Im on fixed income and cannot afford this, its very disappointing and I feel like Ive been duped. Let the buyer beware.

  Business Response

  Date: 09/17/2024

  We respectfully request that this complaint be removed as we have already serviced this customer's account.

  
  All customer communication and activity are time-stamped for quality assurance. This customer registered an account and used it to sign up for a Monthly Subscription Plan on March 3 2024. The customer was a new member, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on getting your form for FREE and canceling on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard, or via ****** directly.

   

  
  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on March 11, 2024, and renewed monthly as no cancellation was ever requested. 

   

  
  The customer was informed of all monthly transactions as payment confirmations are sent directly via ****** at the time of each renewal, as she elected to utilize this merchant for payment (a third-party service). 
  The customer contacted our support staff via phone on Wednesday, September 11, 2024, asking to cancel her account. As requested our support staff canceled the subscription at period end. 

   

  
  As a courtesy, we canceled the subscription immediately and processed a $78.00 refund to the customer's ****** account today, September 17, 2024, for the charges incurred within the most recent 60 days. That is 2X eForms refund policy timeframe, as our policy only permits refunds to be issued for charges within the most recent 30 days without prior cancellation.  We hope the customer understands that as payment and renewal confirmations were sent monthly, that we cannot be held liable for canceling a subscription without a customers request.
  

  
  

  Customer Answer

  Date: 09/17/2024

   
  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,
  
  *************************