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:06/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  UNAUTHORIZED TRANSACTION DETAILS I hereby formally dispute and demand immediate reversal of an unauthorized charge of $89.54 processed on June 6th, 2025, without my express consent or authorization.TRANSACTION SPECIFICS Date of Unauthorized Charge: June 6th, 2025 Amount: $89.54 Invoice Number: SSC-****** Supporting Documentation: Receipt attached BREACH OF CONSUMER PROTECTION OBLIGATIONS ************ failed to provide adequate notice of automatic renewal as required by consumer protection laws. I received no written notification, email correspondence, or advance warning of this subscription renewal, thereby violating disclosure requirements and denying me the opportunity to exercise my right to cancel.LACK OF CONSIDERATION AND UNJUST ENRICHMENT This charge constitutes unjust enrichment as I have not accessed, downloaded, or utilized any *************** services for over twelve (12) months. There was no consideration provided in exchange for this payment, rendering this transaction void and unenforceable.DECEPTIVE BUSINESS PRACTICES ************'s practice of processing automatic renewals without notification, combined with the absence of accessible customer service channels and automated denial of refund requests, constitutes deceptive and unfair business practices under consumer protection statutes.FORMAL DEMAND FOR RESTITUTION I hereby demand immediate restitution of $89.54 plus any associated fees. This demand is made under applicable consumer protection laws, including but not limited to automatic renewal statutes and unfair business practice regulations.PRESERVATION OF RIGHTS This correspondence serves as formal notice and preserves all legal rights and remedies available under applicable law.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The transaction occurred on a credit card for the amount of $57 on 4/6, I was not notified of the "annual fee" and have not used the services since 2020 and apparently, I have been charged for the last four years without my knowledge. No one from S-C contacted me about the annual charge and no one at the company thought it was odd that someone continued to pay for a service they do not use. I contacted the company directly after I found what email was associated with the account to cancel it and was told I was not getting a refund - mind you this is an annual expense and I understand not getting a full refund as April and *** are both over at this point but I should receive a partial refund and an exclamation on how mt credit card was charged over all these years when my credit card expired. None of this makes any sense to me and I just want my money back.

  Business Response

  Date: 08/01/2024

  ********************* is a paying customer of ours. Our terms and conditions clearly states that we do not offer refunds after the subscription has been renewed. However when she wrote into our Support team on 5/28/2024, we wrote back to her and informed her of our policy and we also removed her from autorenew so that she is now set to cancel April 5, 2025. 
   
  Additionally, we did email her several times before her renewal each year to let her know that she would be charged again (below is the list of all the emails she received from us reminding her of her renewal/payment method changes).
   
  In fact, in 2023, her payment method expired but she took action to update it, which allowed the renewal to go through. As far as we are concerned, this is a normal customer interaction and we have resolved the case according to our policies and we communicated as much to ****** when she contacted us.

   

• Initial Complaint

  Date:08/31/2023

  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.

  I don't need to use the software anymore. There is no option to cancel the reoccurring payments on their website. I have to contact the bank to make sure they do a stop payment when it opens later in the morning.

  Business Response

  Date: 08/01/2024

  We have investigated this case and our findings/response is below.
   
  *********************** has not been a Screencastify customer since 2022 when we emailed her to inform her that her subscription was canceled. At the time she wrote into the BBB (August 2023) she had not been a customer of ours in over a year. I suspect she was confusing us with another service. Here is a record of the one time that **** wrote to our Support team: 
   
  **********************
  Case Reference: 162826
  Request: Refund
  Contacted Support: 08/30/2022
  Summary: They contacted us requesting a refund but we couldn't find their information based on their email address. Support requested additional information (Card Type, last 4 digits). We didn't hear back and sent a follow-up 9/1 before closing the case.  At that time (2022), a refund would have been provided (either full or prorated) if we had more info since we did not enforce a stricter refund policy until 2023.