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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Was charged $120 by a company called airslate that I have nothing to do with. Never signed up for, need this reversed immediately and feel very uncomfortable they were able to do this without my knowledge.
Business response
10/09/2024
Hello there,
this is to confirm that the customer in question has been in direct communication with DocHub Billing Support. The subscription has now been cancelled and a refund has been already issued (one day ago, on October 8th).
Hope this helps!
Customer response
10/09/2024
[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,
*** SInitial Complaint
09/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was charged $96 through my Venmo account at 4 in the morning by AirSlate **** I have never heard of this company in my life and I definitely never gave them permission to take money from me. In previous responses they said this isnt a scam but it clearly is and it needs to stop. No, I never bought a yearly subscription so dont even try to claim thats what this is. Give me my money back and if I see a charge from you in the future, I will be contacting the police. My Venmo account is: ************Business response
09/30/2024
Athena hi! Many thanks for reaching out and apologies if any confusion.
Please note that your account with us was linked to another email, actually. The one with the word "anime" in it. ***** user name helped to track this, so thank you for providing this.
You had an annual plan with us at **************************, not airSlate directly. This might have caused the confusion.
We also see that you've already disputed this charge with Venmo itself, two days ago. ***** has already reverted the transaction, so at this point we are already unable to process this as a refund.
We hope the refund will reach your account soon!
Customer response
09/30/2024
[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,
Athena Close-********Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My ****** was billed $144 for a service or subscription that I've never heard of on 9/24/24. I'm attaching a screenshot of the charges and I would like a full refund please.Business response
09/27/2024
***** hi and many thanks for reaching out!
The screenshot confirms the transaction is ours, however, we can't find you in our system, nothing ever recorded for the email you've provided in this complaint.
Please let us know your other emails and also your ****** user name. Refund is absolutely no problem, we just need to find you.
Thank you in advance for your cooperation on settling this!
Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I woke up to find that I was charged $120 by Airslate at 2:30am via *****. I have never heard of this company, have never signed up for a subscription, and did not authorize this charge. This seems like fraud or a scam and I do not know how this company gained access to my ***** account.Business response
09/27/2024
******* hi!
This is to confirm that your ****** subscription has now been canceled.
Regarding the refund though: our records show that you are already disputing this charge via Venmo, so we can't process the refund on our end (we already confirmed the refund to Venmo though). You would need to wait not until Venmo has processed this on their end.
Hope this helps!
Initial Complaint
09/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged $96 I didnt authorizez I dont know what this company is. please refund my Venmo account *************Business response
09/23/2024
Xavier hi!
For starters, we would like to emphasize that we find it very hard to believe that you sincerely do not know "what this company is" (quote from your complaint to BBB).
Cause this is not the first YEAR you are trying to make use of our free trial. Strictly speaking, you are a returning customer for us.
We've taken the information you willingly provided to BBB here and can confirm the following:
Using the email Lilmu******* you signed up for our free trial back in June 2023. It got expired in July 2023, then you were charged for the whole year (following our annual plan conditions). You've asked for a refund and got the full amount back, same month, a year ago.
This year though, you've subscribed using another email (with the number 81 in it, the name and financial details still match). The free trial was activated on 2024-08-14. It expired yesterday. There were three unsuccessful charge attempts, then the charge went through.
No communication with our Billing Support was recorded this year though.
Our Billing Support has just canceled your subscription and issued a refund for you, as requested in this BBB complaint.
Initial Complaint
09/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was billed annually for a subscription which I did not authorize. I reached out to the company via thier ticket platform and was denied a refund despite not authorizing an annual membership and not using the services. The membership is through September 2025 an despite immediately contacting ******* to advise the error I am still being denied a refund.Business response
09/27/2024
******* hi and many thanks for reaching out!
First of, we are not Dropbox. The software solution you had subscription with is called DocHub.
Secondly, your screenshot (the one with the reply by our agent) clearly shows that we have actually agreed to a refund, and we always do, no questions asked.
Our records show however that this transaction has failed once processed on our end as the original payment method is not available to us now. Venmo or bank card blocked maybe? We can't really tell from our side.
Anyways, our Support agent will email you now to offer the alternative methods of payment, no worries. Many thanks for bringing this to our attention!
We hope to see this settled very soon!
Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was charged 96 dollars by a company called Airslate *** on Venmo, September 19, 2024 at 4:58AM. I do not know who this company is and was asleep at the time of the charge.Business response
09/20/2024
******* hi and many thanks for reaching out!
You've subscribed to our 30-day free trial on August, 19th (see **************************). One month later, since the subscription was never canceled, it was automatically renewed as paid plan, hence the charge.
This is to confirm that our Billing Support has just canceled your subscription and reverted the charge. Please check your inbox for the email confirmation of the same.
We are hoping to see this settled very soon!
Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
09/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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 response
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
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
09/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Fraudulent charge on Venmo for $21.65 with no consentBusiness response
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.
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Get a QuoteCustomer Complaints Summary
426 total complaints in the last 3 years.
173 complaints closed in the last 12 months.