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:06/23/2025

  Type:Billing 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.

  In March 2025, I attended a webinar that introduced your business resources and services. It was clearly stated that I could cancel at any time, but you asked for a 90-day trial period before doing so. I agreed under those terms.However, during my first interaction with one of your managers, I was pressured into writing a review despite not having received any services yet. The review was later edited and tailored to reflect positively on the company, which I was uncomfortable with but agreed to under pressure.Unfortunately, my business has struggled this year. I am now facing significant debt and my credit cards have been cancelled. I reached out to your team, explained my situation, and reminded them of the original 90-day trial promise. I was told my account would be reviewed, but instead received an email denying the cancellation and disregarding the 90-day agreement.This experience has left me disappointed. Not only do I feel misled about the cancellation policy, but its also clear the company is unwilling to work with clients facing genuine hardship. The services have not met expectations or delivered on promises.I am asking again please cancel my account immediately, and confirm this in writing. I would prefer to resolve this professionally and without escalation.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/23/2025

  Hi *******,

   

  This is Ren, a manager here at Authorify. Ive reviewed your account and Im confirming that *** approved the early cancellation of your contract. Your subscription has been canceled effective immediately.

   

  In light of this resolution, I kindly request that you consider rescinding the complaint you filed with the BBB. If you agree, please reply to this email confirming your intent to do so. Ive copied ***** from the BBB for her reference. Thank you.

   

  Kind Regards,

   

  *** ******

  Operations Manager

  Authorify

  Customer Answer

  Date: 06/24/2025

  [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

  Date:05/27/2025

  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.

  I purchased a subscription plan to have the company print custom Books. The representative purposely and will ill intent overstated the number of books that I was entitled to under the program for the monthly subscription price. The next day I realized the fraud and contacted the company to cancel. Since then they have charged me over $300 and have repeatedly refused to refund me the amount even though I never received any product.

  

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond. The customer enrolled in a subscription plan that included access to our digital marketing platform, editable book templates, and various marketing tools. All terms, including pricing and deliverables, were clearly disclosed during the onboarding process and in writing.

  The customer requested cancellation after enrollment, but their account was under contract. They were informed that per our terms, refunds are not issued once access to our proprietary tools and materials is granted.

  Although the customer claims no product was received, our records show they had full access to all digital assets. No custom book orders were placed by the customer.

  We also note that the customer filed disputes with their bank against the charges in August and September, both of which were reviewed and denied.

  There is no evidence of fraud or misinformation on our part, and we remain available to assist the customer in utilizing the services they purchased.

• Initial Complaint

  Date:02/07/2025

  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.

  Hello.I spoke to ******* ********* who gave me pricing for a year membership with Authorify. I explained to him that I am a relatively new Realtor with sensitive eyes needing help with the electronic media part of their program. ******* told me "we will have you covered on the back end: I was assigned to an account mgr named **** who (at first) seemed like he could/would assist but lacked appointment commitment (always changing times/days and not keeping his word to find out answers as promised. Weeks went by. A book was placed online with the title cut off (making me look unprofessional/incompetent) I asked **** to fix it but he never did. I told him I cannot hear the tutorials to learn...he never adjusted the volume. I never received any magazines as promised. I asked to learn how to find specific properties and he promised to get the information for me but never did. Then, he insisted I send him all my mobile listings but I told him I didnt want to attract just mobile listings and he told me he is the one to decide when and how things should go.Way too much aggravation. No responses to many texts. Broken promises and it got so bad I broke out in a rash that was on my forehead and sides of the cheeks which kept me from working for over a week. Plus, I had to take a product to keep the rash ftom spreading (which has side effects.I asked over and over for a refund.**** told me I would have it by 4:00 pm today. No responses to my request for a refund from either ******* or ****.I need to be free from this form of abuse and move on from unfulfilled promises, constant changes, no growth and absolutely no coutesy.Thank you for your assistance.

  

  Business Response

  Date: 02/24/2025

  Thank you for sharing your feedback. We truly regret that your experience did not meet your expectations, and we take your concerns seriously.
  We want to clarify a few points regarding your membership and the support provided:
  Account Support: Our team worked to assist you with your book setup, tutorials, and marketing strategies. While we acknowledge there may have been some scheduling challenges, we do see that support sessions were offered and adjustments to your materials were discussed.
  Book Title Issue: The issue with your book's title appearing incorrectly online was something our team was willing to address. Its important to note that the book design and customization options are always available within your account, and our team is here to guide members through making edits themselves or with assistance.
  Property Searches and Listings: Our program focuses on helping members build their brand through personalized marketing materials, including books, social media posts, and email templates. While we don't offer direct property searches, **** aimed to guide you in showcasing your listings effectively not to dictate how you market your business.
  Refund Request: Regarding your refund request, we understand that **** mentioned escalating the matter for review, but refunds are processed based on our established policies. It seems there may have been a miscommunication regarding timelines, but we have not refused to address your concerns only to follow the proper process.
  Were truly sorry if this situation has caused you distress. Our goal is always to provide value and support to our members, but we also want to set clear expectations about what our program offers.
  If you'd like, we remain open to helping you fully utilize your memberships resources so you can experience the growth and success we aim to ******. Please let us know how you wish to proceed.

  Customer Answer

  Date: 02/25/2025

  [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: 22910785

  I am rejecting this response because: 

  1. My need for social media assistance was not met. As *******. (Sales **** promised

  2. Scheduling was pathetically unreliable.

  3. Unprofessionally produced book made me look incompetent. Nothing was ever done to correct.

  4. I have a plethora of instructional materials apart from Authorify. It is my delicate eyes that needed the help with social media. 

  5. I was told  that how to find "Inherited Properties" was unknown by **** the Account Mgr 

   6. I never received any magazines as promised.

  7. Volume was never corrected on Authorify's end.

  8. I made it known that the stress of unmet expectations had caused a skin rash but no care or concern was  evident

  9. I was told I could not escalate the call.

  10.. I was promised a refund 3 weeks ago.

  11. I do not trust Authorify representatives and need to end the relationship.

  12. **** sent another text/email today, Feb 25th, stating that my refund request is approved and I should have a refund in 5 -7 days.

   

  Regards,

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

  Customer Answer

  Date: 03/10/2025

  Good morning *****,
  
  I received confirmation from ****** at Authorify that I received a refund. 
  I will send you the email.
  Thank you.
  
  Kind regards,
  *******
  

• Initial Complaint

  Date:02/07/2025

  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.

  On Monday January 27th I contacted Authority, to refund a $3,000 annual subscription payment withdrawn on January 25th (Saturday). I was told on the 27th, that my account *** would return my call. On the 28th, I called again and was told that my account *** was on lunch, would return my call. I called and emailed again on the 29th, same situation. On the 30th, I connected with my accounts manager, explain that $3,000 was actually all that I had in my account, my family was in a tough situation, dealing with mental health issues, three little ones, and overall in a tough situation and if there was any they could use discretion and ****** we would appreciate it, because we NEED the funds to pay bills that are expected to pull within the next day or so. The *** said she would escalate the request and ask. Which implies there's a "possibility" for a refund. Otherwise, she would have instantly advised, a refund is "NEVER possible". I reached out on Friday the 31st for another update. No response. I reached out again via email on Monday, Feb 3rd. No response. I desperately called again..daily from the 1-5th, no response. On the 6th I received an email saying that because I missed the deadline there was no way they could refund the payment. No services have been rendered. What would it cost this company to return the payment, under such circumstances. This is such a sad case. A very sad case.

  

  Business Response

  Date: 02/19/2025

  Thank you for reaching out and sharing your situation with us. We understand that this has been a difficult time for you, and we truly empathize with the challenges youre facing.
  Our annual subscription renews automatically, as outlined in the terms agreed to at sign-up. Cancellations must be made before the renewal date, and once a payment has been processed, refunds are not typically issued. The reason refund requests are escalated for review is to verify if an error occurred on our part, such as a missed cancellation request. In cases where a valid cancellation request was submitted before renewal and not processed correctly, a refund would be due. However, after reviewing your account, we did not find any such error.
  While a refund cannot be issued, your membership remains active, and we are happy to assist you in making the most of the resources available to you. Please let us know how we can help.

  Customer Answer

  Date: 02/19/2025

  [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: 22910574

  I am rejecting this response because: I literally don't have a cent to my name. The only hope I have to contribute to my household is by obtaining the funds back from the annual fee. This is almost $3,000. If it helps, I can provide Authority with verification from my therapist to show details of my mental state prior to (which impacted my delay and procrastination in follow up to end the subscription) and the mental impact that this entire situation has caused me. After the birth of our 3rd ***** we experienced the toughest financial hardship which sent me into an unknown state of depression and anxiety. I can not understand why Authority would have such an adverse response to my plea under such circumstances. It's like being in a committed relationship that you direly need to break away from. Is there any way to use discretion here? 

  Regards,

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

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 requested the cancellation of my subscription on the same day my credit card was charged for an annual renewal a service I will not be using. A charge should only apply when a consumer receives a product or service. Since I am not receiving the service for the year, I should not be charged for the subscription. Companies should not automatically renew subscriptions without first obtaining confirmation from the customer. They should verify that the customer intends to renew before processing the charge.

  

  Business Response

  Date: 02/18/2025

  We have already made multiple attempts to address your concerns and provide a reasonable resolution, but you have chosen not to accept our explanations. As such, we will not be engaging in further communication regarding this matter.
  Your subscription renewal was processed in accordance with the terms you agreed to upon signing up, and we have clearly outlined our policies regarding automatic renewals. We have already tried to work this out with you, but given your unwillingness to accept the facts, we anticipate that this complaint will follow the same pattern.
  No further responses will be provided on this matter.

• Initial Complaint

  Date:01/21/2025

  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.

  This company automatically renewed a subscription without confirming with me, accepted orders for additional a la carte services just prior to a "renewal" date without letting me know and advise me accordingly to not spend more money, does not respond for weeks and months on end about the dispute I filed with my credit card company and contradicts their own policies on both their website and on consumer complaints on the BBB website. My subscription is apparently still active for another 8 months because they have not as of this date issued me a refund in full but when I try to log in I get a message that my account is inactive. I am a senior citizen and this is also elder fraud. Worst company and worst customer service I've ever encountered. I want my refund in full. $2,190.

  

  Business Response

  Date: 02/19/2025

  I hope you're doing well. I wanted to take a moment to address your concerns and clarify the details regarding your subscription renewal.

  Your membership renewed in accordance with the terms agreed upon at the time of sign-up, which state that subscriptions automatically renew unless canceled before the renewal date. This policy is clearly outlined, and no additional confirmation is required for renewal.

  Your account has remained active for the duration of your paid term, and if you are experiencing login issues, we would be happy to assist in resolving them. Please let us know if you need help accessing your account.

  Additionally, we understand that you disputed the charges with your bank, and while the dispute was not resolved in your favor, we have still allowed you to retain full access to your membership. Our goal is always to ensure that our members receive value from the program, and we remain available to assist you in utilizing the resources available to you.

  At this time, we have addressed your concerns to the best of our ability, and per our policy, we will not be issuing a refund. However, if there is anything we can do to help you make the most of your subscription, please don't hesitate to reach out.

   

  Kind Regards,

   

  *** ******

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

  Authorify

• Initial Complaint

  Date:01/17/2025

  Type:Order 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.

  This company told me I could cancel at anytime which is a lie I have tried to cancel and they will not stop charging me I have never used any of their materials the original person I spoke with left the company right after I signed on
  This needs to be be stopped I have requested for months to stop charging me I have never received a book or any help

  

  Business Response

  Date: 01/27/2025

  We take your concerns seriously and want to clarify the situation. Our records show that we have made multiple attempts to reach you regarding your account and cancellation request, but we have not received the necessary confirmation to proceed.
  Cancellation Policy:
  Our cancellation process is clearly outlined in our Terms of Use.
  Account and Materials:
  It is inaccurate to state that you have not received any materials. Our records indicate that your account has been active, and the resources, including books and tools, have been accessible to you. If you have not utilized these, we encourage you to log in or contact us for assistance.
  Efforts to Resolve:
  We have been trying to contact you to address your concerns and assist with your cancellation request. If you have missed our calls or emails, please reach out to your account manager directly so we can resolve this matter promptly.
  We remain committed to providing quality service and ensuring that all concerns are addressed fairly. Please contact our support team at your earliest convenience so we can assist you further.

• Initial Complaint

  Date:01/06/2025

  Type:Billing 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.

  1/1/2025 Billed my Credit card $3,390.00 for a subscription I had cancelled last year. They did not deliver the order I had made last year. The only way to cancel is by phone by "talking with an account manager". The account manager is busy and will call you back. but they don't call back. Then they bill you again. I paid for the first subscription. I did not want to renew and did not authorize the $3,390.00 renewal. I would like my money back and written confirmation from the authorify that my account is closed.

  

  Business Response

  Date: 01/17/2025

  We appreciate the opportunity to address your concerns and clarify the situation.
  Our records indicate that your subscription was not canceled prior to the renewal date. As outlined in our terms and conditions, which were agreed upon at the time of your initial subscription, all memberships are set to auto-renew unless a cancellation request is submitted and processed before the renewal date.
  Regarding your claim that you were unable to cancel, we have no record of a cancellation request being submitted. Our cancellation process is straightforward, and our team is readily available to assist during business hours. If you experienced difficulty reaching us, we sincerely apologize for any inconvenience, but we are confident that our team is responsive and works diligently to support all members.
  Additionally, we have reviewed your account, and all resources and services included in your membership have remained fully accessible to you. If there were any specific issues with an order or delivery, we would be happy to investigate further if provided with more details.
  Unfortunately, since the renewal was processed in accordance with our terms, we are unable to issue a refund. However, we can confirm that your account has been canceled to prevent future renewals, and we have sent you written confirmation of this cancellation.
  If you have any further questions or concerns, please do not hesitate to contact us directly.

• Initial Complaint

  Date:01/02/2025

  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.

  Started membership on 12/24/24. Emailed on 12/25 to cancel. Called 12/26 to cancel within the 3 days and they would not cancel. Person on the phone told me that nobody was available in the cancellation department and that they would contact me in ***** hours which would put me out of the 3 day window. I feel this is done on purpose to make someone miss the cancellation window. I requested that the cancellation take place today and she again refused.

  

  Business Response

  Date: 01/17/2025

  We want to address the statements in your review and provide clarity regarding your experience.
  There is no truth to the claim that we refused to honor your cancellation request or that we intentionally delayed the process. Furthermore, our cancellation process is straightforward and clearly outlined in the agreement you acknowledged when signing up.
  Our team is committed to assisting members promptly. Any assertion that our team deliberately delayed your cancellation is unfounded and inconsistent with our practices.
  We encourage you to provide specific details, such as the email or phone records of your attempts to cancel, so we can review them thoroughly. Our goal is to maintain transparency and fairness for all members.

• Initial Complaint

  Date:12/13/2024

  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 am writing to formally express my frustration with the ongoing issues with Authorify.
  Initially, I spoke with ****** who assured me that my account would be canceled and I would no longer be on a monthly subscription. She acknowledged my frustration and confirmed the cancellation would be processed. However, just a week later, I received a call from ****** the new representative, who contradicted ******* assurances, stating I was not allowed to cancel my account. After this conflicting information, I followed ******* guidance.
  Following our initial call and setting up a few items, I attempted to reach out several times via email and phone for help with the book but received no response for an extended period. Each attempt led to further delays and excuses, only adding to my frustration, and them claiming calls made, but none were.
  As shown in the attached emails, I’ve had been trying to get assistance for some time. Despite this, I am still being asked to pay for the service when the next payment is due this December. The delays have made it impossible for me to use there services, yet I’m still being charged for a program I can't utilize. It is clear that the lack of communication is not my fault, yet I’m being penalized by being forced to continue with a contract that no longer serves me.
  I have accumulated significant unused credits due to the lack of support, which is both inconvenient and unfair. However, since the company has not lost any money from these unused credits, this should work in their favor.
  To add to the ongoing issues, I have spent $1,700 without receiving any value in return — I have not gained a single client or benefited from the service in any way.
  Given these issues, I am formally requesting immediate cancellation of my account (3 months left) without any further penalties. This ongoing situation has caused significant stress and wasted time, and I cannot continue investing in a company that is failing to meet its obligations.

  

  Business Response

  Date: 01/22/2025

  *** ******

   

  We have already resolved this case on December 18, 2024. Please let us know if we need to do anything else.

  
  
  

  Customer Answer

  Date: 01/22/2025

  [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,
  

  
  

  
  

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