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:12/06/2024

  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.

  On or about April 16th, 2024, I called about canceling my membership with Authorify. I spoke with a person named **** and told him I would like to cancel my account. He said he would extend my membership for 1 month at no charge. I said that would be fine, but I still wanted to cancel my account because the book was not working, in the least. I have called several times, and all they refer to is the contract and not the recorded conversation I had with ****. At this point, they fail to resolve anything and continue to charge my account. This place is a poor excuse for a company. I had no idea this company was still charging my account, and I've been calling their customer service for 6 months. I wanted to cancel immediately. I would appreciate your assistance in helping me cancel my account and possibly get my money refunded.

  

  Business Response

  Date: 12/18/2024

  Thank you for bringing this matter to our attention. We have thoroughly reviewed the details of this case, including the account activity and communication history. Below is a chronological timeline of events to clarify what transpired:
  April 10, 2024: The member contacted us to inquire about canceling her account. During this call, she spoke with ****, who offered a one-month complimentary extension to her membership. She agreed to the extension and did not proceed with cancellation at that time.
  April 16, 2024: The member met with her marketing consultant, ***, and signed up for a 12-month contracted membership at $149 per month. This agreement was reviewed and approved by the member during this meeting.
  June 26, 2024: The member contacted us again to request cancellation. At that time, she was informed of the 12-month contract she had signed on April 16, 2024. We explained that the contract terms required the membership to remain active for the duration of the agreement.
  All charges applied to the member’s account are valid and in accordance with the contract she signed. At this point, the member has four months remaining on her 12-month contract.
  We understand the member’s frustration and are here to assist in any way possible within the boundaries of the agreement. If she would like to discuss her membership further or explore alternative solutions, we encourage her to contact her account manager directly.
  We appreciate the opportunity to address this matter and hope this response provides clarity on the situation.

  Customer Answer

  Date: 12/19/2024

  
  
  

  [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: ********

  
  

  I am rejecting this response because: I had asked to be cancelled at the time I spoke with ****. **** offered to extend for 30 days and I said that was fine but I still wanted to cancel after the 30 day so it didn't matter either way.  They in my email they slipped me  a contract which to my fault I signed not paying attention.  I have asked several time to be cancelled as the product they sell is useless and hasn't benefited my business in any way but take money.  I am asking for a full refund and to be cancelled.  I did notice that this company has many complaint for the exact same complaints I have.  Something needs done about this bad business. This is terrible customer service!

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 01/17/2025

  The contract you signed clearly stated the terms of your membership and cancellation process. While we understand that you may not have fully reviewed the details at the time, it remains a binding agreement. We have followed these terms and processed charges accordingly.
  Our team has consistently provided clear and accurate information regarding your account, contract, and cancellation options. While we understand that you may not agree with the answers provided, this does not diminish the effort or professionalism of our customer service team. It’s important to note that dissatisfaction often arises when the answers don’t align with the desired outcome, but we are committed to providing truthful and transparent responses at all times.
  Per our policy, refunds are not issued for active contracts.

• Initial Complaint

  Date:12/02/2024

  Type:Order 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.

  Before I signed up with their services in Sept of 2024 paying $299/mo for 12 months, I asked if it would be an issue if I cancelled if I was no longer able to afford their services as I am a single mom with 2 children and have been struggling financially to pay my mortgage and put food on the table. I am a mortgage loan originator and business has been slow. The gentleman I spoke to said it shouldn't be an issue even though this was my concern down the road. I signed up and now I'm in between jobs and need to cancel. I no longer want their services and they are adding more stress on me and my children and not being empathetic for our situation. Authorify provides a service tailored to Loan Originators and I decided I am no longer going to be a Loan Originator, as I need something more stable and need to be able to feed my kids. Everyone has hard times, and this company is being a bully and not understanding what we are going through. The person I signed up with said there would not be an issue if I wanted to cancel at any time. Now it's an issue. No one should do business this way.

  

  Business Response

  Date: 12/17/2024

  Hi *****,

   

  We received this complaint from BBB. I can now see that we have granted your request to cancel your contract effective December 2, 2024. Would it be too much to ask you to close this complaint by responding to this email? I have copied *****, our POC from BBB so she can be informed accordingly.

   

  Hoping for your consideration.

   

  Kind Regards,

   

  *** ******

  Customer Answer

  Date: 01/02/2025

  Thank you for cancelling my contract. Just to confirm, I will no longer be charged on a monthly/annual basis correct?

• Initial Complaint

  Date:11/21/2024

  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 did a trial period and I decided not to move forward with thier product. They sent me a proposal which I did not fill out or sign and they still charged me money. I called the day of the charge and was tolled I would get a refund. After calling texting and emailing for 2 weeks I finally got an email back saying they will not issue me a refund.

  

  Business Response

  Date: 12/02/2024

  The problem has been resolved with a full refund.

• Initial Complaint

  Date:11/04/2024

  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 had no idea this company was still charging my account and Ive been calling there customer service for 4 months now and no one ever answers the phone, I do not want an extension I just wanted to cancel immediately. I sent emails no response Im just trying to cancel before they charge my account again this month. I would appreciate your assistance in helping me canceling my account. If you have any questions please give me a call at **********

  

  Business Response

  Date: 11/04/2024

  Thank you for reaching out regarding your account, and we appreciate the opportunity to clarify some points of your concerns. After reviewing your account, wed like to address a few specific points:  
  
  Contact Attempts: Our records indicate that you only have sent one email on November 1st which was promptly responded by one of our **** after a few minutes. It appears though you have not opened the email yet. Our records also do not show any attempts of calling us since April when you last spoke to one of our **** to put a hold on your account.
  
  .Refund Request: Additionally, its unclear to us why you are requesting a refund of $6,000 when your account shows a billing amount of $259 for the past 8 months. We want to ensure that any refund considerations align with actual charges to avoid confusion, and wed be happy to discuss this directly.
  
  To ensure this is handled accurately, were attempting to reach you by phone today to confirm the cancellation, clarify your refund expectations, and provide any additional assistance you may need.  
  
  Thank you for your patience, and we look forward to speaking with you soon to bring this matter to a close.

• Initial Complaint

  Date:10/30/2024

  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.

  On Aug 28, Sept 28 and Oct 28, 2024, Authorify charged my ******** card for membership fees. This was cancelled due to the fact that I am the caregiver for my ** year old mother-in-law and unable to work my real estate business. I have written proof from Authorify that my membership was cancelled on Aug 28, 2024 and would no longer be charged. I have the statements from ******** of the charges in the amounts of $259 per each month. Hospice was called and mother-in-law was placed in the "at home" hospice program which does not allow me as the caregiver to leave her alone for any reason therefore the Authorify program is useless to me. Real estate requires the agent to be available for their clients needs. I cannot be in multiple places at the same time. Caring for my mother-in-law takes precedence over everything else. I cancelled this and Authorify continues to charge my account after their written promise to not charge my account.

  

  Business Response

  Date: 11/07/2024

  Thank you for bringing this to our attention, and we sincerely empathize with your situation. We understand the importance of ensuring your account is handled accurately, especially given your responsibilities as a caregiver.
  We have thoroughly reviewed our records, and we are unable to locate any charges on your account following the documented cancellation on August 28, 2024. If you could kindly provide a copy of the relevant statements showing these specific charges, we will investigate the matter fully to resolve this issue for you as soon as possible.
  Thank you for your patience, and please feel free to reach out if there’s anything further we can assist with directly.

  Customer Answer

  Date: 11/07/2024

  This is proof of the charges to my ******** account after cancellation of membership. Any other info needed, please contact me. Thanks, ****** ********

  Customer Answer

  Date: 11/07/2024

  
  
  

  [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: ********

  
  

  I am rejecting this response because: the attachments are proof that my ******** card was charged after cancellation of membership.
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/12/2024

  Thank you for your patience as we looked into your billing concerns. Upon reviewing our records, we discovered that the charges following your initial cancellation request were associated with a different account under the email address *************************.
  The account that you called to cancel in August was under ******************, which we promptly closed per your request. To ensure this matter is fully resolved, we have also canceled the secondary account and issued a refund for the last three charges associated with it.
  We apologize for any confusion this overlap may have caused and hope this clears up the issue. If there’s anything further we can do, please don’t hesitate to let us know.

  Customer Answer

  Date: 11/14/2024

  [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. 

  I believe that Authorify is an excellent source to build one's real estate business. I thank them for going this extra mile. It has taken a lot of stress from my shoulders. I cannot say enough good about this company.

  Dealing with a dying loved one and building one's business is something I cannot do at this moment. Authorify realized this and has stepped up in a major way. Thank you BBB and Authorify.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/08/2024

  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.

  Dear Better Business Bureau and Attorney General,I am filing a formal complaint against Authoritify for their unethical and illegal practices. Despite their claims, they are making it impossible for me to cancel my contract. They insist I must call in to cancel, yet when I try, it goes directly to voicemail, stating they arent taking calls. Ive attempted to reach them for over two weeks to no availthey do not pick up the phone, and my messages go unanswered.This behavior was never disclosed when I first joined, and despite my written requests to cancel, they continue to charge and renew my membership illegally past the term. They are withdrawing money from my account without my permission, and they are blocking every attempt I make to cancel. This is a scam, and Im asking for an immediate investigation. Im also looping in my bank and the ************************** to ensure that they are held accountable for these actions.Try calling their numbersit will not go through. I am using this post to publicly expose this company and their deceptive practices.#ScamAlert #ConsumerProtection #Fraud #BBBComplaint #AttorneyGeneral #CancelContract #ExposeTheScam #IllegalCharges #FalseAdvertising #UnethicalBusiness #ConsumerRights #CallToAction Please share to stop these illegal practices!Sincerely,

  

  Business Response

  Date: 10/09/2024

  Thank you for bringing your concerns to our attention, but it's important to clarify several key points that seem to have been misrepresented in your complaint. We believe in transparency, fairness, and providing accurate information, so wed like to correct the record.
  
  1. Contractual Agreement: You signed a one-year contract with Authorify in September of last year, which means you committed to 12 months of payments. This was agreed upon at the time of signup and is standard for all our members. When you initially requested to cancel your subscription, it was still within your contract period, making immediate cancellation impossible under the terms you accepted. However, as a gesture of goodwill, we offered a discount for the remainder of your contract, which you received.
  
  2. Attempts to Reach You: Your claim that we are avoiding your cancellation request is not accurate. Your account manager has been actively trying to reach you since June. However, all our calls have gone directly to voicemail, and we have not received any call-backs from you. Additionally, it appears that instead of contacting our dedicated customer service line, you were attempting to reach out to a personal number of one of our employees. Our customer support team is available during regular business hours, and had you called the proper channels, your concerns could have been addressed directly.
  
  3. Final Payment and Cancellation: Now that youve completed the 12-month contract as required, your account is already set to cancel at the end of the current billing period. You were also sent an email confirmation to this effect. At no point has there been an attempt to block your cancellation or continue charging you beyond what was legally and contractually agreed upon.
  
  4. Accusations of Fraud: Your accusations of illegal charges and deceptive practices are unfounded. Authorify operates within the terms of the contracts signed by all our members and follows ethical business practices. We understand that frustrations can arise, but its important to base reviews on the facts.
  
  We kindly ask that you consider these clarifications and revise your complaint accordingly. Our goal is to provide excellent service to all our members, and we are always here to assist with any concerns.
  
  If you would like to discuss this matter further, please dont hesitate to reach out to our customer service team using the proper channels.

  Customer Answer

  Date: 10/11/2024

  [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: 22392311

  I am rejecting this response for the following reasons:
  
  You have not been truthful in your communication. Ive been calling and emailing multiple times, but only after contacting the BBB did you respond. This aligns with the hundreds of similar complaints against your company.
  
  The solution is simple: immediately stop accessing my bank account and withdrawing funds. Your system has consistently underperformed, as reflected in numerous reviews, and I have experienced no return on my investment. Ive only paid you with no results in return, making this a waste of both time and money.
  
  Sincerely,
  

  Regards,

  ***** ******** Ii

  

  Business Response

  Date: 10/24/2024

  Thank you for your response. We take your concerns seriously and want to provide clarity on several key points to ensure transparency and fairness.  
  
  1. Contractual Agreement and Cancellation Terms:  
  As previously noted, you enrolled in a one-year contract with us in September, which required 12 monthly payments. These terms were made clear at the time of your signup and are standard for all members. When you requested to cancel, we couldnt immediately terminate the agreement since it was within your contract period. However, to accommodate your concerns, we extended a discount for the remaining payments as a goodwill gesture.  
  
  2. Efforts to Communicate and Support Availability:
  While we understand your frustration, your claim that we did not respond until after you contacted the BBB is not accurate. Our team has actively tried to reach you since June through multiple calls, but unfortunately, those calls went to voicemail, and we did not receive any responses. Additionally, it appears you tried contacting a personal number instead of our official support line, which could explain any difficulty you experienced. Our dedicated customer service line remains available during regular business hours, and we encourage members to use those channels for the fastest resolution.  
  
  3. Your Account Status:
  Your contract has now been fulfilled, and your account is already set to cancel at the end of the current billing period**. Youve also been sent an email confirmation of this cancellation. Rest assured, no further charges will be made to your account beyond what was agreed upon. 

  Customer Answer

  Date: 10/25/2024

  [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,

  ***** ******** Ii

   

• Initial Complaint

  Date:10/08/2024

  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.

  In March 2023 Authorify contacted me (a part time 65 year old realtor) to get 10 printed personalized real estate books for free (I paid shipping…which is how they obtained my bank info). *** from the company continued to call me to ask me to sign up for their service to get more books. I clearly said no each and every time. (They sent me a recorded a call and you hear me say “not at this time, and I will discuss it with my husband”) He finally stopped calling after a couple of months. The following year in July 2024, I was doing my business taxes for the previous year and I saw that $259 was taken from my bank every month since April 2024. This was approx the same amount I paid for my monthly medicare payments which is why I never paid attention until I did my taxes! On my bank statements it had a phone # which is when I called, I found out it was Authorify fraudulently taking money out of my bank account! I immediately spoke to a supervisor named *** ******. He stopped charging the monthly money and we had many phone calls and email exchanges. He said since I never cancelled the “subscription”, He could only refund $777 out of the $3367 they stole from me! I NEVER SIGNED UP FOR A SUBSCRIPTION…I wasn’t made aware I even had a subscription that they signed me up without permission! He couldn’t prove with any paperwork or recorded phone calls that I ever said yes! This company stole my money, took advantage of a senior citizen and many other hard working people. This has caused such despair and has been a financial hardship for me. I want ALL of my money back and the company needs to be responsible and stop taking advantage of people.

  

  Business Response

  Date: 10/09/2024

  Thank you for sharing your concerns with us, and we would like to clarify the details regarding your account and the steps that have been taken to resolve this issue. We understand your frustrations, and we take all customer feedback seriously.
  
  First, we want to reiterate that Authorify has made every effort to address this situation within the agreed terms. The initial offer you signed up for included the free personalized real estate books in exchange for a minimal shipping fee. At no point did Authorify misrepresent this offer. Following this, the service transitioned into a subscription-based agreement because it was not canceled, which was discussed by the agent at the time of signup.
  
  In addition, we have reviewed the recording of the initial conversation, where you explicitly stated that you would discuss the matter further with your husband. While this might not have been a definitive “yes,” there was no indication of a refusal or cancellation of the service at that time, which is why the subscription was processed as per the terms. The fact that you were billed monthly reflects that the subscription terms were in effect.
  
  Upon realizing your concerns, we worked with you to resolve the situation by stopping further charges and offering a refund of $777, which was a significant portion of the amount paid. Unfortunately, since there was no official cancellation of the subscription before the charges were processed, we are unable to refund the entire amount.
  
  We also want to stress that Authorify did not fraudulently take money. The subscription process was legitimate, and the terms were followed. We always encourage customers to review their agreements carefully, and we would have been more than happy to assist with any concerns earlier if contacted.
  
  As a final note, we are willing to provide the recording of your initial call, but only if this complaint can be nullified and removed from the record. Our goal is to ensure transparency, and we stand by the fact that Authorify has acted within the bounds of the agreed terms.
  
  We appreciate your understanding and hope we can put this matter to rest. Should you have further questions or wish to discuss this matter further, please reach out directly.

• Initial Complaint

  Date:08/28/2024

  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.

  Authorify uses negative option autorenewal ******************* practices. I never signed a multi-year contract. I made a decision to work with this company a couple years ago and only signed a one-year contract. I can no longer afford the services or products going into the 3rd year so had no intention of renewing contract. They upgraded my account and autorenewed it without permission for another full year and took a payment from my credit card of $2,590.00. I called them to let them know I did not authorize the autorenewal, or upgrade and that I wanted to cancel my membership. They would not let me cancel my membership and would not let me get a refund. Reasons they gave are that in the contract I signed a couple years ago, they had the right to autorenew. I didn't know my account manager and they haven't called me for over a year. Their negative option renewal contract is like dealing with the mafia when they don't let you cancel. Only sending emails that don't require approval and not calling for approval of a renewal is criminal, shady and extremely unethical. That is what negative autorenewal business practices are all about. Why would anyone work with this type of company?

  

  Business Response

  Date: 08/29/2024

  Thank you for sharing your concerns. We want to address the issues raised in your review and provide clarification on what has transpired.
  First, we'd like to emphasize that no upgrade was made to your account. The subscription you were charged for is the same one you originally signed up for, as outlined in the contract you agreed to. Our contracts clearly state that they include an auto-renewal clause, which is a standard practice designed to ensure continuous access to our services without interruption. This clause was agreed upon when you initially signed up, and we sent renewal reminder emails to ensure you had ample time to make any necessary changes to your account before the renewal date.
  Regarding your assertion that you did not authorize the auto-renewal, we want to clarify that the auto-renewal was part of the original contract, which you consented to. We did not upgrade your account without permission, and there was no change to the services or terms that you initially agreed to. Had you canceled before the renewal date, we would have processed the cancellation promptly, avoiding any charges for the new term.
  In terms of communication, we make every effort to keep our members informed about their accounts. The reminder emails sent before the renewal are a crucial part of this process, ensuring that all members are aware of upcoming renewals and have the opportunity to cancel if they wish. We regret that you feel this process is unfair, but we believe it is transparent and provides adequate notice.
  It's important to note that we follow all lawful business practices and adhere strictly to the terms of our contracts. We strive to be transparent in our communications and are committed to supporting our members in achieving their goals. We have many satisfied customers who have successfully used our services to grow their businesses, and we regret that your experience did not meet your expectations.
  If theres anything further we can do to assist or if you have additional questions, please feel free to reach out directly.

  Customer Answer

  Date: 08/29/2024

  [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: 22208585

  I am rejecting this response because:  When I chose and signed for the Authorify services for a one year contract a couple years ago, . . . I was not choosing a multi-year contract or autorenewal.  I was choosing a one year contract. I expected to make the decision to renew a year at a time each year.  Legitimate businesses allow their customers to give permission each year for a renewal of their contract by giving an electronic signature again or personally checking a box to renew a one year contract.   I never authorized multiple years of autorenewals.  Since this is a very expensive service, autorenewing multiple years without the express permission from clients each year is very shady business practices.  It's flagged by the ****************************** as negative option autorenewal policies & business practices.  It's also short sighted of your company.  This year due to the economy, high interest rates, and a lack of money through my job, I couldn't afford to continue with Authorify's services or products.  I never saw your emails. You would have seen on your side that your email was never clicked on or read.  I found out about your autorenewal within the same month it happened when you took $2,590 out of my bank account.  I called you immediately to tell you that autorenewal for a year contract was not authorized by me and I wanted the money refunded.  ************ said no, even though no services or products were given at that point.  It's extremely short sited of you to not allow me to cancel the autorenewal during down economic times because a year or two from now when finances were better, . . . . .I might have purchased your services and products again.   The fact that you won't let me cancel something I didn't approve for the year has ruined your reputation with me and I'll never trust working with your company again.  You're like dealing with the mafia.  I will share my personal bad experience with the world and all the fellow realtors I work with that were considering your services. An account ******************** hasn't called me in over a year to introduce themselves, to ask how I was doing with your services or if I wanted to renew for another year. 

  Regards,

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

  

  Business Response

  Date: 09/02/2024

  Thank you for your continued communication. We want to address the points you've raised and clarify the situation.
  
  Firstly, when you signed up for our services, the contract you agreed to clearly outlined the terms, including the automatic renewal feature. This renewal policy is standard across many subscription services and is designed to ensure uninterrupted access to our resources. At the time of signing, you agreed to these terms, which included the automatic renewal of your subscription unless canceled prior to the renewal date.
  
  Contrary to your claim, you did authorize the renewal when you agreed to the original contract. There was no requirement for a new signature or explicit permission each year because the terms of the contract were clear from the beginning. The contract was not for multiple years upfront but included an annual renewal, which you were notified about well in advance.
  
  Regarding your assertion that you never saw our emails, we sent the renewal reminder as a courtesy to ensure you were aware of the upcoming charge. The fact that the email may have gone unread does not negate the terms of the contract you agreed to, nor does it invalidate the renewal process. We have records confirming that the emails were successfully sent to the address on file.
  
  It's also important to note that we also notified you when the payment failed when we tried to collect for the renewal. When we were able to charge the amount and your bank notified you of it, that's the only time we heard from you. Our policies are transparent, lawful, and designed to provide clarity to our clients.
  
  While we understand that economic conditions can be challenging, we cannot offer a refund for a renewal that was processed according to the terms you agreed to. Our terms are in place to ensure fairness and consistency for all our clients, and we must adhere to them.
  
  We are sorry to hear that you feel this way about your experience, but we stand by the integrity of our business practices. Our aim is to maintain clear and fair policies, and we regret that this situation has led to your dissatisfaction.
  
  If you need further assistance or have additional questions, please feel free to reach out.

  Customer Answer

  Date: 09/04/2024

  [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: 22208585

  We are talking in circles now.  I reject and have lost respect for your business practices of not letting someone cancel and get a refund from what I feel is an unauthorized renewal and withdrawal of a one year payment of $2,590.  I let you know within days of this renewal that I did not want or authorize that renewal.  Even though you aren't out money because you didn't create or mail new books to me (because I didn't order any) and I didn't use any online services, . . . .you told me no and refused to let me cancel and to send back the $2,590 refund.  I signed a one year contract going on 3 years ago.  You're trying to make it for life.  I've clearly asked to cancel within days of your automatic renewal of the contract and you are refusing.  If you do not cancel my contract, and issue a refund for $2,590, I will never consider this dispute resolved.  

• Initial Complaint

  Date:08/16/2024

  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.

  In July, I attended their webinar and communicated with a salesperson. At that time, the salesperson informed me that their membership fee was $299 per month, and that I would receive training on marketing from a dedicated personal coach, along with content for promoting myself on social media. However, after attending the first two training sessions, I realized that all I received was a link to a book and 20 printed books per month. When I later expected my personal coach to provide me with more knowledge and guidance, I found that none of the additional services they promised were delivered.When I expressed my dissatisfaction with their service, which fell far short of my expectations, and requested to cancel the remaining membership, they refused. I purchased this service with high hopes, but their service has been incredibly disappointing. After conducting a thorough investigation, I discovered that their membership pricing has three tiers, but during my initial meeting with them, no mention was made of the lower-priced options. Once again, I felt deceived.

  

  Business Response

  Date: 08/16/2024

  Thank you for bringing your concerns to our attention. We regret to hear that your experience with our program has not met your expectations. However, we'd like to clarify a few points regarding your membership and the services provided.
  
  You signed up in July for our monthly membership at $299, which includes a comprehensive package designed to help you grow your business. This package consists of marketing training, content for promoting yourself on social media, and a monthly allocation of printed books, as outlined in the program details.
  
  Regarding your concern about the personal coaching, our program includes access to dedicated support and resources to guide you through the process. If there was any misunderstanding or if you felt that the support provided was insufficient, we encourage you to continue working with your account manager, who is here to ensure you make the most of the program.
  
  As for the membership pricing, its important to note that different tiers are available based on the services and resources included. The package you chose was based on the level of service discussed during your initial consultation. We apologize if there was any confusion, but we assure you that the pricing and services were presented transparently.
  
  We understand that you may be experiencing buyers remorse, especially in the early stages of using the program. However, we believe that with continued engagement and utilization of the resources provided, you will begin to see the value and benefits that many of our members experience.
  
  We remain committed to supporting your success and encourage you to reach out to your account manager if you have any further questions or need assistance with the program. Our goal is to help you achieve the results youre looking for, and were here to assist you every step of the way.

  Customer Answer

  Date: 08/19/2024

  I've already spent a month's worth of money and learned your entire process. This isn't the service I was looking for, and you haven't delivered on the services you promised. How do you know I haven't been working hard and using the materials? No results mean no results. I'm confident that most people won't read this book. And the service you keep emphasizingwhat exactly have you provided in terms of social media service? Just posting a link that ends up being limited in reach?

  Customer Answer

  Date: 08/20/2024

  [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: 22152334

  I am rejecting this response because:I've already spent a month's worth of money and learned your entire process. This isn't the service I was looking for, and you haven't delivered on the services you promised. How do you know I haven't been working hard and using the materials? No results mean no results. I'm confident that most people won't read this book. And the service you keep emphasizingwhat exactly have you provided in terms of social media service? Just posting a link that ends up being limited in reach?

  Regards,

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

  

  Business Response

  Date: 08/21/2024

  We genuinely understand that the results you anticipated havent materialized as you expected. However, it's important to note that the success of our program heavily relies on consistent engagement and proactive use of the tools and resources we provide. Our experience with numerous members shows that those who fully engage with the materials and follow the strategies outlined in our training sessions often see significant results over time.
  
  Regarding the services delivered, our program is designed to offer comprehensive support in various areas, including book marketing and social media strategies. We provide a range of resources, including personalized coaching sessions, access to marketing materials, and ongoing support from your account manager. The social media component, while it may seem limited at first, is a powerful tool when utilized effectively alongside other marketing strategies. The links and posts we provide are meant to complement your overall marketing efforts, not replace them.
  
  We regret that the service has not met your expectations so far. Its our goal to ensure that all our members find value in what we offer. If there are specific areas where you feel we havent delivered, we would appreciate the opportunity to discuss them further and see how we can better support you moving forward.
  
  Wed like to reiterate that our team is here to assist you in maximizing the potential of the program. Please feel free to reach out to your account manager for any additional guidance or support. the importance of engagement with the program and offering further assistance.

  Customer Answer

  Date: 08/22/2024

  [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: 22152334

  I am rejecting this response because:

  Regards,

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

• Initial Complaint

  Date:08/06/2024

  Type:Order 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.

  This incident occurred on August 2nd, 2024. The company withdrew $2,190 from my account nearly 60 days after the due date, which was unexpected and severely disrupted my budget. Despite their commitment to providing excellent service, they failed to deliver on their promises. I was assured that I would be assigned a coach, which she initially reached out to me to only get me to sign up, but she never followed through with the coaching. They only assigned a remote worker (non-American) to assist me in setting up my account (I already knew how to do this). While the company made an attempt to resolve the issue, they only refunded a portion of the amount and, in doing so, locked me into a one-year contract as a condition for the partial refund. Their business practices are deceptive, and they have forced me into continuing my subscription under economic duress.

  

  Business Response

  Date: 08/14/2024

  Thank you for your feedback. We'd like to clarify the situation regarding your account and the charges. The charge in question was made on July 26th, 2024, not August 2nd as stated. You were provided with a resolution the following day.
  
  Regarding the cancellation, it's important to note that we have a clear process for canceling accounts to avoid any misunderstandings or unexpected charges. Unfortunately, since the proper steps were not followed, the renewal was processed as per the terms of your contract.
  
  We want to emphasize that we have made every effort to assist you, including providing almost 90% of what was charged and offering continued support. The coach assigned to you was part of our commitment to your success, and while your initial expectations may not have been met in the way you anticipated, we remain dedicated to helping our members succeed in their business ventures.
  
  We understand your frustration and have done what we can to resolve the situation fairly. We’re here to support you moving forward, and we encourage you to continue working with your account manager to get the most out of the services provided.

  Customer Answer

  Date: 08/16/2024

  [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,
  

  
  

  
  

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