Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 458 total complaints in the last 3 years.
- 111 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2024
Type: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 an unauthorized charge in my Venmo account for $144 by **********************. I didnt realized that they charged me $144 in 2023 and in 2024. I didnt authorize those payments I dont even know what the company does.
Business Response
Date: 09/20/2024
***** hi!
Our records show that you have actually found the subscription independently as it was canceled on your end manually one day ago (September 19th, 2024). You've also requested a chargeback, and we have already confirmed it. It might take though several days for it to reach you. Unfortunately, there's no way we can influence the speed of this, this is totally up to your bank at this point.
Regarding more historical charges, you've actually had an annual plan with us since 2022. Thus, there were three charges in total linked to your account, not two. Unfortunately, our refund policy covers 180 days only. Thus, we are technically unable to refund the charges that are older than 181 day. We are very sorry this happened. Due to data privacy limitations we do not track how personal subscriptions are used and whether they are used at all (not legally allowed to, strictly speaking). At this point, we only wish this had been found earlier than September 2024.
Initial Complaint
Date:09/19/2024
Type: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.
At 2:48am I was charged ****** I havent ever heard of airslate and they went through my Venmo to my bank account, the same has happened to many others.Business Response
Date: 09/20/2024
***** hi!
For the email provided here in your complaint we have a registered account only -- no subscription, no charges linked.
The charge seems to be ours though, which means it must linked to other email/account.
Please let us know your other emails and also your Venmo user name.
Refund is no problem at all, we just need to find the right account.
Many thanks in advance for your cooperation on settling this!
Customer Answer
Date: 09/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Thank you for your attention to this. My other emails are ********************** and ************************* My Venmo username is Haley_Hickman.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 09/24/2024
*****, hi again and many thanks for providing more information, super helpful!
Your account has been under your university email, just in case.
Our Support has just issued a refund for you and sent you the email confirmation on it.
We hope to see this matter settled very soon! Apologies if any confusion/miscommunication.
Initial Complaint
Date:09/18/2024
Type: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.
Fraudulent charge on Venmo for $21.65 with no consentBusiness Response
Date: 09/20/2024
Hello there,
our records show that ****** has already canceled the subscription with us (on September 18th, two days ago).
Same day, there also was a chargeback (the money returned back to Venmo account, though it might take Venmo couple more days to process this).
Therefore, the refund has been made. And account cancelation means there won't be any further charge attempts on our end.
Initial Complaint
Date:09/15/2024
Type: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.
Unauthorized purchase of ***** sep3 2024 off of my ********** for a subscription from a company called airslate that I never subscribed to or ordered from I googled the company and they been known to make unauthorized charges to debit cards this is a scamBusiness Response
Date: 09/16/2024
****** hi and many thanks for reaching out!
This looks like our monthly plan, however, we can't find anything for the personal data you've provided in your complaint.
Please let us know your other emails and also the last four digits of your credit card.
Refund is no problem at all, however, we need to find you in our system first.
Thanks!
Initial Complaint
Date:09/13/2024
Type: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.
Airslate *** took out a $96 unauthorized Venmo transaction from our account. We have never heard of or used this company before.Business Response
Date: 09/16/2024
******* hi!
Many thanks for reaching out, however, we do not a subscription for the email provided in your complaint.
We have an older subscription for your domain, linked to the name of ******** *****, but it was canceled several months ago, and there are no charged under it.
If you were charged recently, it must have been under a different email/name.
Please email us more details (to ************************************ refund is no problem at all, we just need to find you in our system.
Thank you.
Initial Complaint
Date:09/13/2024
Type: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.
Airslate *** stole ****** out of my Venmo account. From other research, this is common. I was told to report to BBB.Business Response
Date: 09/16/2024
****** hi!
We think we've found you in our system, but not 100% sure cause the emails do not exactly match.
Do you have another email, very similar but different year mentioned before the @?
If so, we would need to this email confirmed from your end.
And also, we would need your Venmo user name and the exact date of the transaction in question.
Once we have all of this, we would be able to process the refund.
Thank you for your cooperation!
(On BBB here, you can reject our answer and then provide additional info in your reply, thanks)
Initial Complaint
Date:09/12/2024
Type: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.
Airslate *** is continuously attempting to charge me $96 through Venmo. I have never had any contact with this company. Given the volume of similar complaints this company is a scam.Business Response
Date: 09/13/2024
***** hi! Many thanks for reaching out and apologies if any confusion caused.
This is not a scam, you just had an annual subscription with us (at **************************).
This is to confirm that your subscription has just been canceled and our Support has sent you an email confirmation re the same.
Initial Complaint
Date:09/10/2024
Type: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 8/29/24 $96.00 was debited from my bank account showing a Venmo charge. On my ***** account it shows a $96.00 payment to Airslate **** I don't know this company or how they were able to use my venmo account. I didn't authorize this charge. I've had to suspend my venmo account change username and passwords and get a new bank account.Business Response
Date: 09/11/2024
*** hi and many thanks for reaching out!
This indeed looks our charge and our annual plan, correct.
We have no problem issuing a refund for you, however, we would need to know the new/valid bank credentials for that, since you've mentioned that your Venmo/bank card that we have no record are blocked now.
Please email us at *********************************** we'll see how we can make it work.
Thank you.
Initial Complaint
Date:09/06/2024
Type: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 believe a subscription purchase was made for me, however I have never heard of this company before. I got a charge on my Venmo and Cashapp account for $96 twice from "Venmo Airslate ***** If I somehow have a subscription, I need it cancled immediately and my information removed from your database. If I do not have a subscription, then I would like to know why a charge was being made.Business Response
Date: 09/09/2024
***** hi and many thanks for reaching out!
As you can see from the screenshot you've sent us, the transaction did not really go through, thus, there were no charges. But charge attempts are clearly ours which means yes, you do have an account with us.
Not under the email you've provided in this complaint though. We've just tried to find you in our system, and nothing came up.
Please let us know your Venmo and Cashapp user names. And if via Venmo the transaction went through successfully, we'd need the exact date of that.
If there a charge (not a charge attempt, but an actual charge), we will certainly refund it.
If charges attempts only -- we'd still need to find and cancel the account to avoid future charge attempts.
Customer Answer
Date: 09/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed
My response:
Hey, I found your response very helpful but you needed more from me so I will respond here because I didnt see any other way to reply. I do not need a refund as you reminded me that the payment didn't go through.
In terms of the account I have a few different emails it could have been under, if you wouldn't mind going through and removing any of them from your database if they pop up.
************************** - the one most likely registered
***************************
*********************************************;
**********************************
My cashapp username is $KatieToy15
My venmo username is *********
Thank you for your help, let me know if you need anything else!
FAQ
Regards,*****
Business Response
Date: 09/11/2024
***** hi again! Many thanks for providing additional info, super helpful.
We have found three rejected Venmo transactions linked to your WKU email.
Our Billing just canceled the affiliated subscription, thus, there won't be any further charge attempts.
We hope this settles the case!
Customer Answer
Date: 09/12/2024
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**************Initial Complaint
Date:09/02/2024
Type: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 is the second time I have been charged *****. The last time was a few months ago. The charge was reversed. But I had to get a new ATM card with is a big hassle not having a card while the dispute is taking place. I've never even expressed interest in Air Slate so I have no idea why that would have been purchased.Business Response
Date: 09/04/2024
**** hi and many thanks for reaching out!
This looks like our monthly plan/charge, however, we can't find you in our system, nothing for this email provided in the complaint. Do you use other emails?
Also, looking at the screenshot and if you have an Android-phone, this might have been our mobile app, actually.
For starters, please see tab Subscriptions & Payments in your Play account. If you can see us there (as airSlate or pdfFiller), you can cancel and unsubscribe manually directly in Play.
If you need our help with that or you can't find us on your phone, please email **********************************.
We hope to see this settled very soon!
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