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:10/20/2022

  Type:Product Issues
  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 have been using Evernote's FREE version for several years. I recently upgraded to a different laptop. From that point forward, I have been charged monthly. Evernote has no email or phone number to deal with this. I have contacted Discover to block future billing; BUT I don't want to lose my data and I do want to continue as a FREE subscriber.

  Business Response

  Date: 10/21/2022

  Hi ****,

  This is ***** with the Evernote Billing Team, following up here as well as the email message I just sent.

  I'm writing to confirm that your auto-renewal has now been cancelled, and your account downgraded to ************ with no impact to your note data.

  If you ever wish to review the resources our Support team offers, please visit our Help & Learning page (https://help.evernote.com/). You may see the option to contact Support depending on the paid status of your account, as well as the issue at hand.
  
  Thanks again,

  *****

  Customer Answer

  Date: 10/21/2022

  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.  We all make mistakes!  I am sure the billing error occurred because of the laptop upgrade.  The EVERNOTE product is EXCELLENT.  My only piece of constructive criticism to EVERNOTE would be to provide better access to them directly, so that BBB does not need to get involved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/15/2022

  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 did not pay any amount to this business they decided through PayPal. They were going to steal $74 of mine and refuse to give me my money back. For software. This is not a product theyre under the impression they offer some service to society excuse me I think I clipped one webpage on a web browser two weeks ago never heard from them again and they pull $74 out of my account absolutely unacceptable as predatory practices and PayPal is guilty negligence as well. Unacceptable.

  Business Response

  Date: 10/17/2022

  Hello ******,
  
  This is ***** with the Evernote Billing Team, and I appreciate you letting us know of your billing concern.
  
  I wanted to start by noting that my colleague refunded your upgrade on Saturday, and that the funds should be available to your PayPal account soon.
  
  I did also want to note that a paid subscription can only be initiated by an accountholder when they log into their Evernote account, enter their billing details, and submit the order to upgrade to paid service. I'm definitely sorry to hear that you did not intend to maintain a paid subscription with Evernote and that this charge caused any confusion or concern, but this charge was processed as authorized. Now that you have cancelled and refunded the payment via our Support channels, you will not be billed again unless you opt to resubscribe.

  If there's ever any other concerns we can help with, please feel free to reply to the email thread regarding your refund.

  Thanks,

  *****

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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.

  There are two significant issues with Evernote. 1) My account info was leaked last year by Evernote, and I wasn't notified that people in other countries were logging into my account. Because of this, I lost tens of thousands of dollars of crypto when someone stole my seed phrase that was stored on my Evernote account.2) I recently left my job at a medtech company. I had an Evernote account where I stored my notes related to the medical field. When I left, I forgot to back up my data from Evernote, and my employer got rid of my email. The issue is I used a single sign-on ******** to log in to Evernote. My entire career depends on data that I had stored there, and they make absolutely no effort to get me access to this account. My name matches the name on the account, I have a LinkedIn showing I work for the company, so the whole email address is accounted for. I offered to skype and show my ID, but they still have made no effort to get me my account. They asked me to get my old company to reinstate my email address. They have declined, obviously. I even recanted the places I used the account, which covers several countries and states! Also, I used the ** address of my phone to access the account! Still nothing! I can even tell them a large amount of the data on the account but nothing!I have grounds for a lawsuit with the data leak alone, but this account issue is significantly worse for me. Please just help me get into my account!!

  Business Response

  Date: 09/27/2022

  Hello ******,

  Thanks for following up with us here. This is ***** with the Evernote Technical Support Team, and though we have corresponded directly via our Support system regarding your latter issue, I am happy to respond here as well.

  To begin with your first issue, I want to clarify that no data breach nor information leak occurred on Evernotes end; instead, a compromised password was being used for your Evernote account and was used by another party to gain access. We of course do not want to see this happen even if it is tied to external factors, which is why we respond to any reports of this unauthorized behavior with immediate resources to update the password on file and take other steps to secure the account. I understand this clarification may be of little comfort, yet I can assure you that Evernote is committed to the security of every Evernote account and takes all appropriate steps to keep our service secure.

  For your issue accessing an account tied to an email address to which you do not have access, I can promise that we did make every effort available to establish ownership of that account, but that since no billing, device, or login data was available to compare to what you were able to share, we made the difficult decision not to proceed with granting access. This outcome was  in keeping with our goal of keeping that account secure.

  I remain sorry for any inconvenience represented by this outcome, and I promise that if there were additional details on file we could confirm, we would have proceeded to review them. Though we outline in our terms of service that loss of access to the login credentials for an account likely represents loss of access, we are always on hand to help. Still, any steps we take to help customers locked out of their accounts must not conflict with our commitment to the security of our customers accounts, and that was not possible with this case.

  If theres any remaining questions you have, please feel free to reply to our email thread for additional assistance.

   

  Sincerely,

  *****

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18061401
  
  I am rejecting this response because: you did absolutely nothing to accommodate my request. I gave the location and IP addresses of my devices and that still wasn't enough. The email marches my name, public business profile, and company. There is no excuse for holding my private information hostage. It's crazy everyone dosn't have a protocol for this. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/04/2022

  Hello again,
  
  The outcome of this case was reached because the details shared with our Support team were neither secure identifiers nor sufficient on their own to establish ownership of the Evernote account in question.
  
  Evernote maintains a robust set of options to help customers locked out of accounts, yet this process cannot override our security policies designed to keep our customers data safe.
  
  I understand you are unhappy with the outcome of this case, yet I wish to reiterate that we have consistently shared the available options to seek ****** to either the email address on file or to the password tied to this account in lieu of our ability to directly grant ****** to the account.

  Thanks,

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18061401
  
  I am rejecting this response because: there is ample evidence that this is my account. I can list every place it was accessed, it hasnt been in use since I lost access, my name matches the email and the company, I have access to one of the devices that accessed the account, still that isnt enough. This is absurd. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/19/2022

  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.

  I subscripted on evernote on March and July, and I found that from March to September, they kept charging me money every month, if saying for March I didn't realize this renewal thing, so I got charged, but on July I am pretty sure I subscripted and cancelled right away so to make sure there will be no renewal, but somehow they are still renewing and keep charging me. I tried to contact them but they don't want to solve it. I wish to have the money refunded other than March and July, which is the only month that I actually use for the suscription.

  Business Response

  Date: 09/22/2022

  Hello ***,
  
  I hope all is well with you. ******** reached out to you today and confirmed those refunds. If you need anything else just respond to that email and we'll get it taken care of.

• Initial Complaint

  Date:09/19/2022

  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.

  On July 06, 2022 I was charged $76.81 by Evernote without me giving the consent. Therefore, I tried canceling the charges on July 05, ************************************* conclusion, I am seeking a refund for the charges that were illegally made.

  Business Response

  Date: 09/19/2022

  Hi ******,

  This is ***** with Evernote's Billing Team. Thanks for letting us know about your billing issue.

  I've reviewed the Evernote account tied to your email address on this complaint, and though the 2022 renewal charge was authorized in keeping with our Commercial Terms (https://evernote.com/legal/commercial-terms), and was non-refundable since no outreach was received within our 60 day refund policy window, I've made a one-time exception and refunded your July payment.

  Your account will soon be downgraded to ************* No data will be lost in this process and no further action is required on your part.
  
  Thanks,

  *****

• Initial Complaint

  Date:09/09/2022

  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.

  I canceled the service on the renewal date and still was charged *****. I have emailed them and tried contacting them to no avail. I have tried to stop payment. I do not use the service and have not for sometime. I would like my refund ASAP.

  Business Response

  Date: 09/09/2022

  Hey ********,

   

  Thanks for reaching out to us about your subscription renewal payment. Looking at your Evernote account, I can see that the cancellation occurred shortly after the renewal payment had already been completed.

   

  That being said, I can also see you managed to contact our Support team and that we have processed your refund. Your account is now set to ************* and will not be charged again unless you opted to resubscribe at a later date.

   

  I hope this helps!