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:07/30/2025

  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.

  Company Name: IGG Software Inc.Product: Banktivity for Mac Purchase Source: Apple App Store Complaint Type: Refund / Billing Issue Location of Consumer: ********, ********** Case #: OW9DRE (Banktivity ticket ID)?Complaint Narrative:I am filing this complaint against IGG Software Inc., the developer of Banktivity, due to false advertising and the lack of an accessible refund process for a subscription charged during what was clearly marketed as a 30-day free trial.Banktivity advertises on its website:Try Banktivity risk-free for 30 days No credit card is required.Relying on this explicit assurance, I downloaded Banktivity for Mac from the Apple App Store. On the same day I attempted to use it, I encountered significant functional issues with account syncing. I canceled the subscription that very day. Despite this, I was charged through my Apple Card via ******I submitted a refund request through *****, which was denied. I appealed, and the appeal was also denied.I then contacted IGG Software, whose representative, ****** **********, confirmed in writing that they do not have any access to payments made via ***** and are unable to refund the subscription. In short, I was charged for a product under a free trial offer, received no functional value from it, and have been denied a refund by both parties involved. I am now left without recourse.I consider this a deceptive business practice. A product that advertises a risk-free 30-day trial should not lead to a charge on Day One, nor leave the consumer without any avenue for reimbursement.?Desired Outcome:Full refund of the subscription charge (amount: $59.99 Immediate review of IGG Softwares handling of *****-based trial activations Correction of misleading advertising if Banktivity cannot honor the risk-free trial when downloaded via Apple

  Business Response

  Date: 08/04/2025

  To Whom It May Concern,

  Im writing in response to the BBB complaint you submitted. First and foremost, Im truly sorry that you feel our product provided no functional value. That is never the experience we want for our customers.

  We do offer a ****** free trial to new customers when the ********************** is downloaded either directly from our website or through Apples App Store. However, the free trial is available only once per customer. According to our records, you first used the software in November 2024, which means the free trial would not have been available again during your recent attempt.

  We state on our website that the free trial is for new customers only, and unfortunately, we cannot continue to offer repeat free trialsotherwise, there would be no need for users to ever pay for the product. Additionally, the App Store explicitly does not allow repeat free trials.

  Regarding your request for a refund: as Mr. ********** noted, we do not have access to transactions made through Apples App Store. All purchases and refunds are handled exclusively by *****. I do want to point out that when an existing customer proceeds through the purchase flow in the App Store, no mention of a free trial is presented (please see the attached screenshots).

  We strive to make our trial policy as clear as possible and appreciate feedback that helps us continue improving. That said, the customers "new to Banktivity" limitation is stated on our website and is reflected in the purchase flow for returning users. Well review our messaging with the design team to ensure this remains visible and easy to understand.

  Sincerely,

  *** *.

  IGG Software, Inc.

  Customer Answer

  Date: 08/04/2025

   
  Re: Response to BBB Complaint #********
  Consumer: ****** H. **********
  
  To the BBB and IGG Software:
  
  Thank you for your reply. While I appreciate the professional tone, your response does not resolve the issue at hand.
  
  First, your website prominently states:
  Try Banktivity risk-free for 30 days. No credit card is required.
  
  This language appears in large, visible text and contains no disclaimer or qualifying language referencing prior use or limitations. At the time of download, I was not informed that I was ineligible for the free trial based on past use. There was no warning or notice provided during the App Store purchase process, and no opportunity to decline the subscription upon learning I would be charged.
  
  Moreover, I canceled the subscription the same day I downloaded the app, yet was still charged $59.99, which defeats the entire purpose of a risk-free trialprior use or not.
  
  To say the App Store does not present a free trial option for returning users is not a justification; it is an admission of poor communication and lack of consumer transparency. If the trial isnt available, that fact must be clearly disclosed before the user is charged.
  
  Regarding your claim that I first used the app in November 2024: I dispute this characterization. Even if a prior download occurred, I was unaware that it disqualified me from the 30-day free trial. Your site does not specify that free trial is available only once per lifetime or per Apple ID. If such limitations exist, they must be made explicit and conspicuousnot buried elsewhere or left out entirely.
  
  Finally, while it may be true that ***** controls payment processing, your company made the advertising promise. When a consumer is charged under false pretenses, the lack of a refund pathway between ***** and your company does not absolve either party of responsibility. As the advertising entity, you are accountable for ensuring your promotions are not deceptive.
  
  Requested Resolution:
  I continue to request a full refund of $59.99 and a good-faith effort by IGG Software to revise its website and App Store presence so that consumers are not misled by ambiguous or incomplete trial eligibility claims.
  
  Sincerely,
  ****** *. Schumacher 

• Initial Complaint

  Date:11/09/2023

  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.

  Last month I contacted IGG Software first through chat on their website then through email exchanges. This was pertaining to an issue regarding reconnecting a couple of my credit card accounts. The problem expanded when I, at the suggestion of the *** tech, disconnected 2 additional credit card accounts. Since that time I have attempted to connect two new bank accounts with no success.My last email, sent a week ago, wasn't responded to. I have been a loyal customer for a few years now and, until now, problems have always been resolved. This is making me very nervous and I'm questioning if *** is still a solid company or perhaps is just going through growing pains. I appreciate their product, Banktivity, which gave me an alternative to QBO and I'm hoping that this problem can be resolved without further delay.

  Business Response

  Date: 11/10/2023

  Thank you for reaching out and for being a longtime customer! Sometimes bank connections can take quite a while to resolve. In some cases, it can be weeks or even months. The best way to work with getting your credit cards connected is to check in with our live chat team. They are based in the U.S. and at time of this writing, are available 9-4 Monday - Friday from 9am to 4pm eastern. I'll reach out to our support team to see why your email inquiry didn't get responded to. I'm not sure if it got lost somewhere or if we just dropped the ball based on a recent increase in support tickets. Thank you for your patience.

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20849337
  
  I am rejecting this response because: At best, it is unclear. At worst, they did not thoughtfully read my complaint or thoroughly look into the matter. For example: In the response they suggest that I get in touch via online chat. At the beginning of the complaint I made it clear that I had done that and that subsequent communication was done via email. A thorough review of my communications with Banktivity, both via chat and email, would reveal a few problems ... 1. the same questions keep getting asked and are responded to. 2. Considerable time elapses between communications including when information is provided as per request, such as a screenshot, and it is not mentioned until much later that the resolution wasn't adequate. This has been rocking on for about a month now and I'm getting really nervous about this. I started off with 2 accounts offline (one old, one new) I now have 6 accounts offline (the 2 previously mentioned, the 2 she suggested I take offline, and 2 new accounts). Rather than making progress, the problem is expanding.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/27/2023

  Hi ***,

  Connection issues to banks can be really frustrating, especially when they feel like they are dragging on. I do see that you are working with one of our tech support representatives and our ********* Services Lead. At one point she asked for a connection log from you to troubleshoot, but I don't believe you sent it right away. I'm confident the best way to resolve this issue is to work with our US-based technical support representatives. I'm sorry that it is taking a while, that is not anyone's goal. Ultimately, if you want a refund, please let us know. Otherwise, I hope you'll show patience and ***** with our tech support team when trying to get to the bottom of this issue. I'm sorry you are having to go through this. I know it's frustrating. If you are looking for a specific resolution here on the BBB, please let me know. Happy Holidays!

• Initial Complaint

  Date:01/03/2023

  Type:Sales and Advertising 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 had my gaming account hacked and i reported to IGG support on December 25th. We discussed the relink process to secure the account and they asked for a list of receipts, locations logged into game etc. I provided all but one receipt that is not possible for me to have because it was a purchase made by the hacker on Dec 28th. One of the game masters removed this as a requirement and after providing all other proof of ownership they have since added back needing receipt for December 28th purchase. I have had multiple players of game message IGG as well confirming who I am as I am head of a large family within the game of over **** players. All i want is my account restored to how it was on Dec 24th and relinked to the email IGG requested i create for the relink process to secure the account.

  Business Response

  Date: 01/13/2023

  This person has ** confused with the wrong company. We don't make any games we make financial software. We do have a similar name to a gaming company. I spoke with this person on the phone and explained the situation and they said they would remove this BBB complaint, but I guess they did not. I feel bad for them, hacked accounts are NOT fun. 

• Initial Complaint

  Date:11/02/2022

  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.

  I have reached out multiple times to IGG. The program I have used for years and it worked great. That being said When the new V.8 Software came out initially it was working for me but has not been working and it a ************ and not user friendly. I have emailed the company multiple times and asked for a refund but no one replies. You can also not call anyone a the chat hold times are so long it is not realistic to wait ( am very busy and do not have that much time).

  Business Response

  Date: 11/13/2022

  I apologize for the delay in getting back to you via our ticket system. We are short staffed right now. We have gone ahead initiated a refund.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18351181
  
  I am rejecting this response because: *********** only issued me a partial refund, not a full refund. The program has not worked correctly since I installed in. I would ask for a full refund. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/28/2022

  We have received one email from this customer in the last year and that email is dated October 22, 2022. They started their 30 free trial on August 6. They never chose to cancel their subscription during the free trial nor did they reach out indicating there was any issue during the trial period. It wasn't until over two months later did they then reach out to us. We did issue a partial refund for the remaining time on their subscription. I'm not sure why the customer feels this isn't fair. 

  Can you please let us know why you think this isn't fair?