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:03/19/2025

  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.

  I purchased a notary for $25 and was billed. The notary was in ************. I am in ********. My company will not accept this. I need to now pay for another notary. I am requesting a refund for this, since your website lied and said this would be an in state notary.******* ************

  Business Response

  Date: 04/10/2025

  Proof appreciates the opportunity to respond to the customer's complaint.

  ***** does not promise to provide retail customers with a notary from their own state; further, we do not have notaries from ******** available in our on-demand network. The customer requested a refund due to her document rejection, but customer support appropriately stated that this transaction was not eligible for a refund, as according to our terms of use refunds are only available if a notary made an error or a technical issue prevented document availability. The support agent also provided the customer with citations to several New York statutes that establish the validity of notarizations that occur in a different state so that the customer could provide these statutes to the receiving party.

• Initial Complaint

  Date:02/03/2025

  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.

  I went on here to get a piece of paper signed for a weatherization program. I'm unable to get out for a notary in person, so this seemed great! Everything went smooth, but then I got a call a week later stating that the paper I turned in was fraudulent and I needed to have it signed again. The notary from Proof, edited the paperwork by crossing out the state I live in and adding her own, therefore manipulating government paperwork, which is illegal. I was told all I needed was for a notary to just sign it again, just don't cross out anything pre-written or typed on the paper. I contacted Proof, and I was told that notaries are allowed to alter and edit paperwork as long as it's legal in their state, doesn't matter if it's a legal government document or not. I asked if I could just have the paper resigned for free since I already paid for it, and I was told no. I then asked for a refund, and I was told no again. I explained this was a state document, I'm unable to leave my house for a notary and I was told then next time find a notary in my state and not one from *******. The notary was from *****, and I didn't ask for an out of state notary. She was assigned, said she could sign in ********. I'm now out money, which $25 might not seem like a lot but with 5 kids, 2 special needs, I need every *****. I'm also now out of the weatherization program because I can't get to another notary and I don't have the extra money for another signing.

  Business Response

  Date: 02/19/2025

  Proof appreciates the opportunity to respond to the customers complaint. 
  
  A notary is required to ensure that certain information is in the notarial certificate. These requirements are established by the notarys commissioning state. In this instance, the notary was required to change the location on the notarial certificate to comply with their commissioning state laws. Altering a notarial certificate on a document is not, as the receiving party told the customer, illegally altering a government form. Unfortunately, ***** cannot guarantee acceptance of documents executed on the platform, and our terms limit refunds to defective or negligent services. In this case, the notarys actions were proper. The customer can try to explain to the receiving party that the form wasnt altered, but rather the notarial certificate was brought into compliance. 

• Initial Complaint

  Date:01/18/2025

  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.

  Tried to get 2 documents notarized.Connected with first notary, competed process but website did not complete transaction: notarized documents not completed, but stuck in "In Progress" state.Connected with website's support who confirmed transaction was not completed. Was advised to re-start the process and connect with another notary.Did so, and this time it worked.Was later charged for both and company refused refund, despite me following their advice.

  Customer Answer

  Date: 01/29/2025

  I have not heard from the business in response to my complaint.

  I have made internet searches on whether this company has treated other customers similarly, and found this to be true.

  Business Response

  Date: 01/31/2025

  We appreciate the opportunity to respond to the customer's complaint. We have issued a refund. We apologize for the inconvenience.

  Customer Answer

  Date: 02/03/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:11/06/2024

  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.

  **** contracts with proof.com to provide notary services. We were set up with proof.com notary ****** ********. This notary was told there were two accounts to ********************** but he only sent one. Since then, proof.com has refused to help with resolving this issue and sending the second form. They will not interact with me (because my husband was the one who was using the notary for my bank account) and TIAA won't interact with my husband because he has no account with them. Basically no one will take ************************************* has no phone number, just a contracted out email support that is slow, useless, and does not respond to direct questions. This is not acceptable and should be stopped. They need to resolve customer complaints.

  Business Response

  Date: 11/12/2024

  Proof appreciates the opportunity to respond to ***** Alcauskass complaint.
  
  The documents for the transactions involved in this matter originate from the company that holds **************** account. Neither Proof nor the notary have the power to send these documents. ***** facilitated the signing for the transaction received, and the financial company received that completed document. This is the extent of Proofs role in the transaction, which was upheld as advertised. As the signer and holder of the Proof account, Megans husband can find all of the information about the transaction by logging in to his Proof account. When the financial company sends the second transaction, he can log in to his Proof account and complete it. 

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Proof.com told me the same thing previously.  As I told them in response, TIAA insists that they were sent both forms and did not complete them.  Both my husband and TIAA (per them) told them there were two forms.  They could 1- contact the notary who made the mistake and have that person reach out to my husband to set up a time to complete the form that is still missing and 2- refund the $25.00 they charged.  These would be actual resolutions.  Pointing fingers and taking no accountability is both not a resolution and also the reason that I initiated this complaint in the first place.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/24/2024

  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.

  Notarize, Inc. (Proof.com) did not confirm the method of payment I would like to use for my purchase before it charged my card. They charged $25 to my card ending in 5088. I asked for them to refund that purchase to that method of payment and provide me with instructions for charging a different card. They did not respond.

  Business Response

  Date: 11/01/2024

  Notarize (dba Proof) appreciates the opportunity to respond to the communication from **** *******, received on October 24, 2024. 

  Consumers executing documents on the Proof platform agree to the General Terms, which establish that refunds are only available in the event that Proof breaches the agreement or ******* services are defective. 

  A customer service associate responded to this signer's request on or around October 25 at 9:11 AM Eastern, advising him that the company is unable to refund the original payment method and charge a different one. He requested a refund again around 10:58 AM Eastern that same day. Support responded around 10:07 PM Eastern on that day, advising him that his transaction was not eligible for a refund because there was not a notary error or a technical limitation cause issues with document availability.

• Initial Complaint

  Date:05/16/2023

  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.

  On 5/16/23 I paid $25 to have a document notarized. I filled out all of the forms prior to emailing, it in except for the part of the notary. I signed and dated the day that it told me to, which is the date that I filled out the form myself (5/15/23) I have physical proof of this. The website blanked out the part of the form where I had physically signed and dated, and made me agree to an electronic signature. The signature was spelled wrong (I had no option to type in my name so I figured this would be fixed in my meeting). However my meeting lasted three minutes the guy told me to pay him, I did, then he said, "Great! You filled it out, you're all set.". I emailed the support team and the didn't offer a refund to have it redone with the correct name. They told me I'd have to pay to have it redone when my name was already manifested in their system and I had no option to change it. Thankfully I felt like this was a scam so I screen recorded the whole interaction (not the guy I talked to, but where the website wouldn't let me correct my name). I signed and dated the original document and they blanked it out and added a misspelled signature. I have emailed support back in hope that they take care of this. I will update.

  Business Response

  Date: 05/18/2023

  Notarize, Inc. appreciates the opportunity to respond to the communication from ***************************************, received on May 16, 2023. All documents notarized using Notarize platform require signers to agree that the signature shown (prior to signing) will be their electronic signature, and then when applied on a document at the signers direction, it will be just as legally binding as a wet-ink signature. 

  Signers are provided the opportunity to verify and correct the spelling of their name prior to signing. This particular transaction was no different. The Notarize platform did not prepare this transaction, but rather it was prepared and invoiced by the individual notary sourcing this transaction. Notarize served only as the platform tool, it did not create this transaction or input any user information. This transaction was not billed by or through Notarize, but rather payment was made to the notary for services rendered. There is nothing for Notarize to refund as it never received any funds for this notarization. Moreover, the Notary and the Signer in this particular transaction discuss the invoice and payment on video, where it is indicated by the notary that the invoice will be coming directly to the Signers email. The Signer acknowledges that they did receive the invoice. The transaction was then completed.
  

  While we understand that this is frustrating and unfortunate, the signer was given the opportunity to correct their name, and again, this was not invoiced by Notarize, but rather by the individual notary. As such, the individual signer is best positioned to go back to the notary executing the transaction for their refund request. 

  Thank you.
  

  
  

• Initial Complaint

  Date:08/21/2022

  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 purchased a vertual mailbox and on the 11th of august i uploaded my documents (********** id and recent phone bill) and when prompted to pay 20 dollars they keep tampering with my device and ill get someone from ***** thats preventing me from paying so that i wont recieve my mail. This has me stranded ive gotten sick and people trying to plot and steal from me! I cant upload a pic because if i do it will have my card info in it.

  Business Response

  Date: 09/20/2022

  Date: September 20, 2022

  
  re: BBB Complaint ID: ******** 
  
  Notarize, Inc. ("Notarize") is the leader in remote online notarization, a platform using modern technology to connect consumers and organizations to notary services 24/7. The NotarizeSM platform (Platform) provides a simpler, smarter and safer solution for individuals to get their document(s) notarized online. Notarize is a trusted resource for online notarization that prioritizes consumer safety and the integrity of the notarial act.

  On August 11th, 2022, ******************************* initiated a transaction on the Platform. An internal review revealed that while a transaction was initiated and executed by ******************** with Notarize, no payment was ever received. Without payment, the transaction will cannot be fully completed.

  Thank you.