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:04/28/2024
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.
Two days ago, I received a notification that my corporate AmEx had been used for a charge of $102.72.The charge was from one of AirSlates products, PDFfiller, neither of which I have ever used. I searched all inboxes and archives and there is nothing from AirSlate or PDFfiller or any of AirSlates other products/services.When I contacted their customer service, I was told that the amount had been paid on my corporate AmEx via PayPal, and they provided and an obscured gmail address that was connected to the AirSlate/PDFfiller account that had used my AmEx.It is a gmail address Ive never heard of.Obviously someone who is not me acquired my AmEx number and made a payment to a pdf-filling service via PayPal, likely as a means to hide their ***************************/PDFfiller has said they will refund the charge and close the account, but the refund has not come through yet and in that the gmail address they have on file belongs to a stranger, I wont be able to know if the fraudulent AirSlate/PDFfiller account is truly closed.What really bothers me is that I scrolled through just 3 of the 36+ pages of complaints against AirSlate on the BBB site and over the past 7 weeks alone there have been over 30 specific complaints that are nearly identical to mine - someone who has never heard of AirSlate and has zero communications with AirSlate/their affiliates in their email has been charged by this company.Obviously something is very wrong here and it keeps happening.Fix it - fix it, BBB, and fix it, AirSlate.Please contact me for supporting documents.Thank you
Business Response
Date: 04/29/2024
****** hi!
Our Billing Support just confirmed your communication with them and all the details described in this case as correct.
We've indeed issued a refund for you last week. Depending on your bank, you will see it back on the account in 3-5 business days. Right now it might be a bit too soon.
Since you do not recognize the email/account data in question and there is a corporate card involved, we strongly recommend you conduct an internal investigation on who could have had access to this data.
If you are planning to block this card with your bank before you get the refund, please do let us know, we can cancel this on our end and forward the refund alternatively.
Initial Complaint
Date:04/26/2024
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 gotten numberous unauthorized charge attempts on my venmo for $ ******. I never subscribed to anything from them, I don't even know who they are or what they do. I would like it to be stopped. I didn't purchase anything from them or even make any accounts with them. Please have it stop. Thanks.Business Response
Date: 04/29/2024
Hello there!
The customer in question has independently reached out to our Billing Support (on Friday, April 26th).
The subscription was canceled and a refund was issued.
We hope this settles the case.
Initial Complaint
Date:04/22/2024
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.
You guys have been charging my Venmo without my authorization. Get this refunded. Why is this such an issue with your business?Business Response
Date: 04/24/2024
**** hi and many thanks for reaching out!
We actually have nothing recorded for the email provided in this complaint of yours.
Which, most probably, means that the account was linked to another email.
Please let us know your other emails and also your Venmo user name.
Refund is no problem at all, we just need to find you.
Thank you!
Initial Complaint
Date:04/20/2024
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 company made an UNATHORIZED CHARGE through my VENMO account (which in turn- debited my Bank Account linked to my VENMO). This a posted in my VENMO transactions on APRIL 19, 2024 @ 12:01 a.m. [ TRANSACTION #: *******************] In the amount of $100.32 It has been debited from my bank account. I should be REFUNDED IMMEDIATELY for this ILLEGAL DEBIT. I also believe that VENMO should BAN this company from Future transactions as there has been over 382 similar complaints.Business Response
Date: 04/22/2024
***** hi and many thanks for reaching out! Apologies for any confusion/inconvenience caused!
Please note that under the email you've indicated here you used to have a subscription back in 2020 and it became inactive same year, 2020.
Your active subscription with us is linked to another email, the one which starts with "zeba...". Our Billing Support just canceled this subscription and is working on a refund. Once this is processed, you will receive an email from us.
We hope to see this settled very soon!
Initial Complaint
Date:04/19/2024
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 keep getting charged $96 on Venmo when I have no idea who this company is.. Iv never used their services.Business Response
Date: 04/22/2024
Hello there! Many thanks for reaching out and apologies if any confusion!
We haven't actually charged you because your card got declined all three times (the screenshot you have provided also states that).
Our Billing Support just went ahead and canceled your subscription entirely. You will get an email notification re the same once this is fully processed and there won't be any charged attempts in the future.
We hope this settles the case.
Initial Complaint
Date:04/18/2024
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.
i received a charge for $144 on venmo but i have never used it even heard of the company air slate before.Business Response
Date: 04/19/2024
****** hi and many thanks for reaching out!
There appears to be a typo in the email submitted here?
So, just to be safe, we've checked the email name with both Gmail.com and aol.com.
For *** we have nothing registered at all. For Gmail and your name, we have a registered account, correct, however, it has no active subscription or any sort of transactions.
The amount seems to be our annual subscription though.
Thus, could you please let us know your Venmo user name?
Refund is no problem at all, we just need to find you in our system.
Initial Complaint
Date:04/14/2024
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 woke up to an unathorized charge from AIRSLATE for $96 on my Venmo, which I have not used much for over a year. BEWARE! I would cancel your Venmo account also because theyre not helpful. This is some bullshit! ;(Business Response
Date: 04/15/2024
******* hi! Many thanks for reaching out, however, we can't really find you. Not under this Gemini email, at least.
This, most probably, means that your account with us is linked to another email.
Please let us know your other emails (work, school, etc.) and also your Venmo user name.
Refund is no problem but we'll need to find you in our system.
Thank you.
Initial Complaint
Date:04/13/2024
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.
I was charged $144 unknowingly on venmo when I made no purchase. I absolutely need a refund as my money was taken with no purchase or agreement of any kind on my endBusiness Response
Date: 04/15/2024
Hello there!
This is to confirm that your subscription has been now canceled and a refund has been issued.
Please check your inbox for the email confirmation of the same.
Initial Complaint
Date:04/13/2024
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 *** charged me 96 dollars for something never heard of them and did purchase anything it was through my Venmo accountBusiness Response
Date: 04/15/2024
Dear ********,
many thanks for reaching out, however, it looks like there's some data missing in this case.
For the *** email address you've indicated in this complaint we have a registered account only. No active subscription, no charges.
This, most probably, means that you also have another account, under another email address.
Thus, please let us know other possible emails and also your Venmo user name.
Refund is no problem, but we need to find the right account first.
In advance, many thanks for your cooperation on this.
Initial Complaint
Date:04/12/2024
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.
April 12,2024 at 5:55am a $102.72 was made by Airslate *** and charged to my Venmo linked to my Chase checking account. I didnt purchase anything nor do I know who this company is. They do not have a phone number to contact.Business Response
Date: 04/15/2024
Hello there!
Our records show that the customer in question here has actually found our number and had a telephone conversation with our Support agents several days ago.
The case is marked as Resolved on our end.
Could you please confirm that?
Thank you.
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