ComplaintsforAuthorify by Smart Agents

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 23, 2023, I signed a one year contract for services which ended on May 23, 2024. Authorify did not contact me to see if I wanted to extend another year, they just went ahead and charged my credit card with the full amount. I sent an email t6o **** telling him that I did not want the service for another year bc I did not use it and don't need it. Then I received a text message from the account manager May, telling me that my membership wa cancelled . At that point my credit card was credited. Then a couple of days ago, the amount was charged again. I called my credit card company and was told that I took the service out for another year and they have proof I signed another contract. That is a lie and they are commiting fraud. Please investigate this situation as I want my credit card credited for the full amount of $2590.00

  

  Business response

  07/04/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address them.
  Firstly, we'd like to clarify the timeline and details of the situation:
  1. Contract Terms: On May 22, 2023, you signed a one-year contract with Authorify, which included an automatic renewal clause. This clause clearly stated that the subscription would renew for another year unless we received a cancellation request before the renewal date.
  2. Renewal Reminder: We sent a reminder email 15 days prior to the renewal date. This email was received and opened by you on May 5, 2024.
  3. Cancellation Request and Bank Dispute: On May 21, 2024, You sent an email to **** to cancel after you saw the charge that went through. When you spoke with **** you have already filed a dispute with your bank. As a result of the dispute process, your account got canceled and that's why May told you that the account is already canceled. The funds were temporarily credited back to your account but were later withdrawn when the dispute was resolved in Authorify's favor.
  4. Second Dispute: You then filed another dispute on June 13, 2024, which is still pending. Consequently, the funds are currently not with Authorify but are held by the bank pending the outcome of this dispute.
  We understand the frustration this situation has caused and apologize for any inconvenience. It is important to note that our actions have been in accordance with the signed contract and our Terms of Use. Our goal is to ensure transparency and fairness in all our transactions.

  Customer response

  07/05/2024

  I did not receive any emails regarding my membership and I do not have any paperwork that says I have an automatic renewel.  I do not use this membership what so ever so why should I pay the full amount.  Please provide proof that I received emails frrom your company.. I would appreciate if we could resolve this issue.  I do not believe they have the best business practices. They are a business that takes your money and could'nt care less about the consumer.  Realtor are held to a high standard and the consumer is protected.  Maybe this company should follow suit. because they do not work for the consumer. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  "I strongly advise staying away from Autorify. When I initially signed up, I was excited about the idea and clearly communicated to the representative that I needed a virtual assistant (VA) to help with my real estate business. I was assured that they had capable VAs, but I ended up being disappointed. Both VAs I worked with lied about the work they were doing, and one even had the audacity to charge me for work she didn't actually perform, claiming she had completed tasks in emails when she was actually locked out of the system. They consistently misrepresented the hours they worked, claiming to provide 28 hours a month but working less and overcharging. Despite promising assistance, they failed to deliver. Their initial strong performance during the interview quickly deteriorated, and their persistent requests for positive reviews on the Better Business Bureau were misleading. Additionally, they falsely advertised providing books and marketing materials, which diverted my focus from finding clients for my business. When I requested help with authentic, organic mail, they were unable to assist. Its an extremely expensive service and not worth your money."and after speaking with a ***** on a lengthy phone call, he stated he was going to give me my money back for the VA, but I have yet to see that they are liars

  

  Business response

  05/29/2024

  We'd like to address some points in your complaint to ensure clarity.
  Upon meticulous examination, we found no discrepancies in the work or hours reported by the VAs assigned to you. Both VAs are highly valued by their members for their dedication and competence. We never had any complaints against them. Nevertheless, we understand your decision to cancel the VA services, and we have honored your request promptly.
  In response to your request, we have also canceled your Authorify membership. We understand the importance of ensuring our services are aligned with your financial situation.
  It's essential to provide an accurate portrayal of your experience. While we respect your perspective, we must clarify any misconceptions about our services.
  If you have any further questions or require assistance, please don't hesitate to contact us directly. We're here to address any concerns you may have had.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After paying for about 6 months with no positive results, I called several times to cancel. They would only give me a discount or suspend the account for a few months. I don't understand. If they are so confident with the product, why can't they just let people cancel when it doesn't work for them. I have told them that I am on Disability and am not able to continue with their program. They have taken enough $$$ from me. It is stressing me out. I am so upset I want to share my frustrations with my ******************************

  

  Business response

  05/16/2024

  We appreciate you bringing your concerns to our attention. We understand your frustration, and we want to address them promptly.
  Upon reviewing your account, we have taken the necessary steps to cancel your contract with Authorify. We apologize for any inconvenience this may have caused.
  Your feedback is important to us, and we regret that our services did not meet your expectations. We strive to provide effective solutions for all our clients, and we will take your feedback into consideration as we continue to improve our services.
  If you have any further questions or concerns, please don't hesitate to contact us directly. We're here to assist you in any way we can.

  Customer response

  05/16/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  *************************

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AUTHORIFY JACKSONV has fraudulently deducted money from my bank account. I never signed up for their services. I want a refund, August 2023- current. Fraud and theft!! I never signed anything nor talked to anyone from this company!

  

  Business response

  05/02/2024

  We appreciate you reaching out to us regarding your concerns. Upon reviewing your account, we can confirm that you did indeed sign up for a trial with Authorify. As per our terms and conditions, trial subscriptions automatically renew to monthly subscriptions if not canceled before the trial period ends.
  While we understand your frustration, the charges incurred are valid as per our policies. However, in recognition of the inconvenience caused, we would like to extend an offer to reactivate your subscription and provide you with complimentary months of service as compensation. Please note that there will be no refund issued.
  Please let us know if you would like to take advantage of this offer. We're here to assist you and ensure a positive experience with Authorify moving forward.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an attempt to cancel my subscription and customer service will not allow. i was with the company for a year and still they dont allow me to cancel the subcription. If a service is not working i should be allowed to cancel and on this case the company refuses and makes it very difficult to cancel. the monthly is ******

  

  Business response

  03/19/2024

  Hi *****

   

  I hope this message finds you well. Thank you for taking the time to speak with me earlier. As per our discussion, I copied the points of contacts from the Better Business Bureau. Please use this email to advise them to unpublished/close the complaint filed against Authorify.

   

  Your assistance in resolving this matter is greatly appreciated. If you require any further information or assistance from my end, please don't hesitate to let me know. Thank you once again for your help.

   

  Kind Regards,

   

  *** ******

  Operations Manager

  Authorify

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction started *** ****. Dispute is regarding getting out of a contract I agree I signed a contract with the company but I thought it will be useful to my business, but I see that it is not any help to me. So, I called them to terminate the contract and I dont mind paying 1 month extra as a penalty, but they said its not possible. I have to stick with the contract and pay monthly wether use it or not. I understand all the terms and condition, but I dont have money to pay every month for the entire year and not using it. So I was wondering if there is any way I can get out of this?. Please help. Thank you

  

  Business response

  02/27/2024

  Dear ******
  Thank you for reaching out regarding your concerns about your contract with us. We understand your situation and want to assist you in the best way possible.
  Upon reviewing your account, we confirm that you entered into a valid contract with our company. As per the terms and conditions of the contract, you are indeed obligated to fulfill it for the agreed-upon duration.
  However, we understand that circumstances may change, and we want to offer assistance to help alleviate your financial burden. As a gesture of goodwill, we have paused the renewal charges for your contract for the next three months. This means that you will not be billed during this period, giving you some relief while you assess your options.
  We appreciate your understanding of the terms of the contract, and we are committed to working with you to find a solution that meets your needs. If you have any further questions or if there's anything else we can do to assist you, please don't hesitate to reach out to us.
  Thank you for your patience and cooperation.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *********** ******* I have tried 2 times by email and have called 2-3 times. I dont want a refund for j** **** only want them to cancel my subscription. I feel I was pressured and then he said I will send over a evite for you to sign without realizing what I was signing as in my mind I was thinking subscription as the guy keep saying subscription. The page sent was that only to sign my signature with nothing on it . When I saw the contract he called it, I saw it said I was under a 1 year contract and I sent them a email but no respond so I sent another email with a respond to call in as they do not cancel over email. So I did but they just said I signed a contract (blindly) for a year. I said it was a subscription. i ask to speak to a manager and he said they would reach out via email and someone did, but they told me it had to be via phone not email so why did they not call me but sent me a email telling me they could not cancel. This is this is 2 weeks end and they cant cancel. I really hope they will cancel my subscription as I really cant afford it, my husband said I needed to have waited to sell a house and with commision I could afford it but now I have alot of expenses with real estate coming in new. I did not realize that this would be binding like buying a house. I have never heard of such a thing and am 60. I have called my credit card as well as I fill there pressuring people and the reviews I read on BBB it seems there doing Real Estate Agents Wrong. We had to give our info and they called me and pressure me to the point I just signed and he showed me no contract, just sign and then I get the email with the charge and what the document says which he did not say anything about it being a 1 year contract as I would not have signed . The only contract I want to be in is my home and Car. They offer books that help you advertise.

  

  Business response

  02/21/2024

  Dear BBB,
  
  I hope this finds you well.
  
  I am writing in regards to this complaint against our company regarding the cancellation of her contracted subscription.
  
  I am pleased to inform you that we have successfully addressed and resolved ******* concerns. We have promptly canceled her subscription as per her request, alleviating any financial burden she may have been experiencing. As a result, there are no outstanding issues related to the complaint.
  
  Therefore, I kindly request that the BBB complaint filed by Linda [Last Name] be removed or updated to reflect the successful resolution of her issue. We believe that the resolution provided demonstrates our commitment to customer satisfaction and our dedication to resolving issues in a timely and effective manner.
  
  Thank you for your attention to this matter. If you require any further information or documentation regarding the resolution of ******* complaint, please do not hesitate to contact us.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a trial for thier product to help with my realestate business. At the end of the trial I called to cancel and they talked me into trying for 3 more months at the proce of 1 so I agreed. At the end of the three months I called to cancel. This is in March. I cancelled it and no payments taken out in April so we think we are good. Then I realize in December they just started to charge again in May and have continued. Now when I call I get the run around they refuse to let me speak to someone in charge because he is In meetings. This is ridiculous and I want my money back!!

  

  Business response

  01/05/2024

  Upon reviewing our records, we could not locate any cancellation request from March. However, we understand the importance of addressing your concerns, and we take them seriously. To ensure a fair resolution, we have canceled your subscription, and you will not incur any further charges.
  
  Unfortunately, as per our Terms of Use, we cannot process a refund for the charges from May to December. We acknowledge the confusion that *** have arisen, and we apologize for any inconvenience this has caused.
  
  If you have any additional details or records regarding your cancellation request in March, we encourage you to share them with our customer support team at ********************************** or directly to the manager who is working your case. We are committed to resolving this matter to your satisfaction and appreciate your cooperation.
  
  Thank you for bringing this to our attention, and we hope to have the opportunity to address your concerns further.

  Customer response

  01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21084432

  I am rejecting this response because: it is a he said she said situation now.  The person on their end messed up and didn't cancel it.  Since they did not cancel they obviously did not make a note of the cancelation.  So I am just ******* because why they automatically get the benefit of doubt.  Its absolutely ridiculous!!  They could do this to everyone.  You call in and cancel they tell you oh ya sure its canceled then they don't.  Then say they have no record and continue to charge you ***!  How is it they can get away with this.   I'm going to start a ******** company and do the same.  The fact they can't even agree the last charge for sure should be refunded because I cancelled and made sure this time I'm not using the last 30 days of this ******** companies product why am I still being charged for the last month?   It should all be refunded but the last month should absolutely without a doubt be refunded.  What is the point of the BBB if the companies word is just always taken?   

  I don't accept the response and will make it my mission to let every potential realtor I come into contact with know about this shady company.  Everyone involved is shady and they know it!!   ***.

  Regards,

  ***************************

   

  

  Business response

  01/25/2024

  Our records indicate no call logs from your number in March, and no cancellation requests were received until your recent call to one of our representatives this month. We can provide the call logs and documentation from our carrier, affirming that there were no attempts to contact our hotline from your number. As the charges appear to be valid, our best course of action is to reactivate your subscription. We're offering complimentary months with no obligations attached, allowing you to fully utilize the program and potentially secure a deal. If you're interested, please contact our hotline, and we'll arrange the reactivation for you.

  Customer response

  01/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21084432

  I am rejecting this response because:  I did reach out to cancel..  What in your right mind makes you think I would want to continue doing business with you?  NO I don't want to extend and use your ****** product.  I never used it in the first place!!!  I just want my money.  You know you messed up that's why you contacted me separately trying to refund me for the last month I didn't use but when I said that card is no longer valid all I hear is crickets!!  Your a shady company and you know it!  Its my word against yours and its ******** you get to get away with robbing people.   

  Regards,

  ***************************

  

  Business response

  01/30/2024

  Our records show no attempts were made to contact our support line from your number, as confirmed by the call records and verification from our service provider. According to our data, there were no recorded calls from your phone number in March, and we did not receive any cancellation requests until your recent communication with our staff this month. We suggest the most appropriate response is to restart your subscription, considering the charges appear to be valid. We are offering additional months free of charge and without any commitment, to allow you the full advantage of our service and possibly secure a positive result. If you are interested in this option, please reach out to our support line, and we will facilitate the reactivation of your subscription.

  Customer response

  02/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21084432

  I am rejecting this response because:  I don't care about their records.  I did call.   Its a he said she said ********.  

  Regards,

  ***************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a membership for a year with Authorify that renews Dec 1st and I have called 3 times to cancel and every time I get a different excuse as to why they can not cancel it yet. The only way they cancel is by call. I am tired of calling and getting excuses. I kept my end of the bargain and paid them each month for a year, now I want to cancel. That's all.

  

  Business response

  12/13/2023

  her account was canceled on November 16th when she called. It did not renew anymore on December 1st. The member was also informed of the cancellation on November 21st by one of our representatives. Please see screenshot below 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the trial membership and was told if I cancelled within the first 2 weeks I would not have to Pay the *** I checked out and services and decided it would not benefit me. I was told I could not cancel on the website I had to call to cancel. So I did. I spoke with the customer service rep and according to my written notes he confirmed my membership was cancelled and I would not be charged. I remember asking him clear, so I will not be charged. He said no you will not be charged. 6 months later, I find out that they had never stopped charging my card. The service was never cancelled. I even wrote them an email asking for confirmation that my account had been cancelled 2 days after my conversation with the company bc I was surprised I never received any type of confirmation, which I expected to receive. But I never received a response back from them. Since then I’ve had health issues and other things and I forgot about this. 5 days ago called authorify and the person was very rude accused me of lying saying I never cancelled my act and that I would not be reimbursed for the charges. I never received the service never received one book. Nothing. I didn’t even have any credits when I signed in last week for the first time. So this company has ripped me off for about 900$ and will not reimburse me or cancel my act. I’m very upset. I’ve been in and out of the hospital fighting for my life and this only adds to my stress to think that a company can be blatantly unethical and lying about canceling an account and continuing to charge my card is theft. I think the reason why they ask you to call to cancel is so that you don’t have an email record as proof. Bc I did cancel on the phone I dont have any proof and it’s their word vs mine. 1 wk after canceling I asked for confirmation via email and got no reply. I’ve reached out to them and they refused to do anything to fix their wrong doing. This is a scam, and I was naive to think they were a reputable company.

  

  Business response

  10/19/2023

  We're truly sorry to hear about the challenges you've faced with your Authorify membership and the subsequent issues you've encountered. Your feedback is essential to us, and we would like to address your concerns.
  
  Upon reviewing your case, we have found some discrepancies in the communication that occurred when you initially attempted to cancel your membership. We understand that you were provided with specific information during your trial period, including the opportunity to cancel within the first two weeks without incurring additional charges.
  
  We would like to investigate this matter further to understand what may have transpired in your specific situation. To help resolve this issue, please provide us with any relevant details you have, such as the date and time of your cancellation call and any notes or records you may have from the conversation. We are committed to reviewing your case thoroughly and addressing the concerns you've raised.
  
  We understand that this experience has been stressful for you, especially given your health challenges, and we genuinely regret any added stress this situation may have caused. We want to ensure that your concerns are addressed promptly and appropriately.
  
  Our goal is to provide a high level of service to our members, and we appreciate your patience as we work to resolve this matter to your satisfaction. Please forward any available details to us, and we will prioritize your case for review and resolution.
  
  Thank you for your understanding and for bringing this issue to our attention. We look forward to assisting you in resolving this matter.

*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. ↩