Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 477 total complaints in the last 3 years.
- 127 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/22/2025
Type: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 found the *** 3373-BK Disability form that I can type into on the US Legal Form website. I completed the form up to SECTION C Line 18. After clicking the DONE icon my document saved automatically at around 9:29 PM. A test document saved right before this at 9:28 PM which is in my account but my nearly completed *** 3373-BK form saved copy is missing. I wrote HELLO in the name section of the test document copy which is saved in my account. This is how I know for sure my almost completed copy is missing. It was automatically saved on June 21, 2025 at 9:29 PM. Before this, I typed HELLO in the name section of a blank form *** 3373-BK to test where it goes after clicking DONE. This blank document with seven other blank documents are listed in my account but my completed form copy is missing.I believe my new account was stolen! After creating the email user name and password they didn't work. I never received a confirmation email that a new account was created and didn't receive the requested sign in security code text to my phone. I thought I was doing business with US Legal Forms but the *** changed to a PDFfiller website for the account creation and sign in ******* disability forms must be submitted by deadline June 24, 2025. Please find my nearly completed and saved *** 3373-BK form saved on the PDFfiller website. I need my information. Please connect me to the executive office. I need Database Record assistance to find my missing document. ATTN: Mr. ******* ********* and ********************* Eight blank *** 3373-BK forms saved into my account but the one I've almost completed is missing. My name, address, email, phone number and social security number is on the form. Thank You!***** ********
Business Response
Date: 06/23/2025
*****, hi again!
We are very sorry to hear that this is taking so long and still remains not so clear (it seems so).
This is how the case looks on our end:
we have live chat conversations recorded with you, dated June 21 and June 22. The content of the request was identical to what's stated here, on BBB side.
Our agent provided the instructions on how navigate My Docs and also how to check browser history and locate document link.
After that, we did not receive any confirmation that you have followed the instructions, and this limits our ability to escalate the issue further.
Please note that due to privacy policy regulations, we cannot have (even the tech support representatives) access to the insides of your account and we cannot operate the dashboard for you. This would be a gross violation of the data privacy policy, especially considering the nature of the document in question.
If you agree to give it another go, please log in the same live chats and let's try again?
P.S.: on a separate note, unrelated to the complaint itself -- names you are mentioning in your complaint belong to people who are no longer working for our company, we are not sure how is this related, sorry.
Customer Answer
Date: 06/23/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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:06/04/2025
Type: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.
A few days ago I get a notice on my venmo stating a declined payment to airslate **** And I have no idea who they are and why I was trying to pay them. I instantly looked them up and seems like this is happening to alot of people. Please resolve this,Business Response
Date: 06/06/2025
*** hi and many thanks for reaching out!
On our end, your use case looks as follows:
You've subscribed for a 30-day free trial period on May 1st, that was on the site **************************, product called pdfFiller, the online PDF editor.
Due to data privacy limitations, we are unable to know what exactly you were using it for, actually. However, we can confirm that you definitely had documents on your dashboard.
The free trial got expired early June, and since it was never canceled, our system automatically assumed you are staying, hence the charge attempts on your Venmo.
The total number of declined charge attempts is 3.
As we understand, you do not plan to keep the paid plan with us, hence our Billing just went ahead and canceled your subscription. Thus, there won't be any further charge attempts.
If you would like to have more information on this case, please email us directly, *********************************** Thank you.
Initial Complaint
Date:05/24/2025
Type: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 awoke to a notification that I had a charge of $103 from my ***** account from this company. I do not use any products from this company and I do not use my Venmo accounts for subscriptions or recurring payments. This charge was fraudulent and I am getting the run around from ***** help center getting it disputed. I am concerned about the release of my information and the access to my credit card for billing.Business Response
Date: 05/26/2025
Hello **** and many thanks for reaching out!
Unfortunately, we can't track any record for the email indicated in your complaint which, most probably, means that your account with us was linked to another email (from work, college, etc.).
We can actually track the account using *********** Please let us know your Venmo user name, we'll then find your account and reverse the charge.
To do this, you would need to reject this reply of ours, then there will be an option to provide more information.
You can also reach out to us directly by emailing ********************************** or ************************************************************.
Many thanks in advance!
Initial Complaint
Date:05/22/2025
Type: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.
Upon opening by bank account, I saw a pending charge for Doc Hub $96.00.I have NEVER authorized or subscribed to ******. Places of my employment have sent me items to sign through ********, but I have never personally subscribed or authorized any payment to them. When I personally looked into doc hub, AI said it is linked through Gmail? This would be the only way they couldve gotten a hold of my credit card information. I want a $96 refund and anything that has my information through doc hub canceled.Customer Answer
Date: 06/02/2025
I have not heard from the business in response to my complaint.
i have emailed several times with no response, as there is no number to contact them by.
Business Response
Date: 06/11/2025
Hello there,
as per our records, the customer was in direct communication with DocHub's Billing several days ago. The subscription was canceled and a refund was issued on June 3rd.
Customer Answer
Date: 06/11/2025
[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:05/21/2025
Type: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.
Im being charged repeatedly on Venmo by Airslate. Ive never used any of their products or interacted with them on any way at all.Business Response
Date: 05/22/2025
**** hi! Many thanks for reaching out and apologies if any confusion caused!
Below the detailed explanation of the user journey and of the related charged:
You've subscribed to our 30-day free trial period on the site www.pdffiller.com, and that was on February 19th.
For privacy policy reasons, we do not actually have access to the documents inside users' accounts, but we can confirm that the document merger feature has been used and the final, merged document was saved.
Since the free trial was not canceled during those initial 30 days, the system automatically assumed you would like to continue with the paid plan.
At the stage of account registration, you've opted for Monthly Basic, hence, you were charged three times $21.4 -- in ***, *****, and May.
If you need our help with account cancelation and/or you would like to request a refund, please email ********************************** directly. One of our agents will assist you right away.
Please make sure you are emailing us from the same email which was your login in our system. Thanks.
Initial Complaint
Date:05/19/2025
Type: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 the month of April I completed my taxes online using ******** and in signing the tax forms unknowingly also signed for "PDFFiller" one month free subscription. Yesterday, 5/15/25 I received an email from my credit union inquiring about a transaction for $96 for SUPPORTPDFFILLER and asking if it was fraud. I did not recognize the transaction and emailed back that I did not authorize the transaction. I researched the company and called them and was informed that I had signed up for the subscription and that the one month free subscription was up and they would charge me $20. I indicated that I was not aware that I had even subscribed to their product and wanted my money back. To date, they have not refunded the money. I see that other people have been complaining of fraud online also. I live on a fixed income consisting of my social security retirement income and every cent counts. I want my money back. They said their product is on a government tax site and they are acting as spiders who have spun a web to deceive the public.Business Response
Date: 05/20/2025
Hello *******! Many thanks for reaching out via BBB and apologies for so much confusion incurred!
We have several separate comments on your complaint here. We will divide our reply into blocks because this is unrelated information really.
1. We are NOT related to the site called ********. To be honest, this is the very first time we are hearing about them. No partnership, no nothing. Perhaps, you were using them in parallel to our online editor but this would be just a coincidence in time.
2. We are NOT a government site, not representing any federal or state service, and generally NOT related to anything in the public sector. We are a privately owned business based in ******, **, and it's always been this way. We do have quite many government forms in our online library but these are publicly available forms, you can find them all over the Internet, on multiple other sites.
3. We can confirm that our Support agent and yourself had a phone conversation on May 15th. Upon your request, your subscription was canceled (that very day) and a refund was arranged for you. Please note that depending on your bank and its location, it might take from two to five business days for a refund to reach you. If you haven't received it after the fifth business (not calendar) day, please contact your bank.
We hope this clarifies the situation. Once again, our apologies for the confusion incurred!
Initial Complaint
Date:05/18/2025
Type: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.
PDFfiller runs an ad on social media advertising free use of their product. Once to their website you have to give a credit/debit card number but are given a 30 day money back guaranteed. I was not given 30 days before being charged $96 on 5/18 for an one year subscription. There is no way to ****** a subscription on their website. There is no way to contact them nor is there a help section. If you go to their ******** page, you will several people complaining of the same issue. ********************************************Business Response
Date: 05/19/2025
Dear *******,
many thanks for reaching, however, we do not have an account affiliated with the email indicated in this complaint.
We do have though a communication instance linked to this email. Looks like you were in direct communication with our Support yesterday? (May 18th).
Since the email is no match, our agent asked for additional details, and we never heard back from you. Did our message get to spam folder? Please check that for us kindly and reply when you have a minute.
Additionally, for transparency reasons, we would like to address other issues mentioned in your complaint.
There are several different way how customers (former, current and potential ones) can contact us directly.
Since you've mentioned ********* you can actually message us there (this is not a 24/7 option though, sorry about that).
There is also an email option which you've used yesterday.
We also have a Support page here: *****************************************
In the top right corner of this page there is a live chat option (available 24/7, weekends and holidays included).
And if click on Billing Support button, also top right corner, it will lead you here:
*********************************************************;
On this page, you can:
- submit a complaint
- chat live
- and finally, there is a toll free number there.
We will be looking forward to reading your reply soon.
Many thanks for your understanding and cooperation!
Customer Answer
Date: 05/19/2025
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.
There is absolutely no mention of refunding my money. There is not mention of money-back guarantee. I want my money back. The features they say that are on their website I can't find. They mentioned their email to which I sent a complaint. The only way I found their email was by them responding to one of many, many irate customers on their ******** page.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 05/22/2025
Dear *******,
our earlier response did not mention the refund arrangements or money-back guarantee (which we have, in fact) because we are still waiting for more details from your side since the email account linked to this complaint is no-match on our end, we do not have you in our system.
Responding to the so-called no-reply emails, which are purely marketing promos in nature, is actually not the optimal solution as the mailing system does not forward those to our Support.
In our earlier reply we have offered four different ways to contact us and settle this.
The fastest of those four would be emailing our Support directly -- *********************************** If you could find other emails that you might have used for account creation--that would be super useful.
At this point, we can only assure you that our refund policy and money-back guarantee covers full 180 days since the date of charge. And we will issue a refund no questions asked once we find the right account/subscription. But this would require some direct communication from your end.
Many thanks in advance for your cooperation and patience while this being settled.
Customer Answer
Date: 05/23/2025
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.
You say that you do not have my email on file. If so, how come I have automated responses to emails sent to your email address?
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:05/17/2025
Type: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 signed up for a free trial, canceled it well aheas of time, and am being charged for a Full year subscription.I confirmed multiole times previously that my acclunt was cancelee, yet am still being charged.I called in multiple times and every time they assure me its canceled. Then I get charged again, repeatedly.Absolute scam artists.Business Response
Date: 05/19/2025
Hello ****,
Hello BBB,
the timeline of this case on our end looks as follows:
The user signed up for an account on our site and activated the free trial on April 16th this year.
On April 22nd we received the request to cancel the free trial for this account. However, since the user was not logged in, our agent asked for the verification details (this is standard protocol for non-logged users, just to make sure we are canceling the right account). The user never replied back, thus, this ticket was eventually closed.
Later on in May the user indeed phoned us. Our agent canceled the subscription and voided the transaction. To clarify, "voided" in this particular case means the charge was issued but was still pending, so we called it back while it was not fully fulfilled. In such cases, the charge is fully refunded, however, it might not be reflected as a separate transaction in online or mobile banking, depending on a bank.
Please note that it might take up to five business days (not necessarily though) for a voided transaction to be returned back to the account.
On a separate final note, we would like to mention that phone conversations with the user filing this complaint are labeled by our Billing Support as non-cooperative as the user's style of communication and word choice were extremely (and unnecessary) rude.
Initial Complaint
Date:05/09/2025
Type: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.
Charging me on my Apple Card and I never did business with them!Business Response
Date: 05/15/2025
Hello *******,
many thanks for reaching out, however, information provided in this complaint is insufficient, unfortunately.
To find your account, cancel it and arrange a refund, we would need your actual email and also the last four digits of the card charged (only the last four, that's it).
You can reject this response through BBB here and then there will be an option to provide additional details.
Or you can also email us directly, *********************************** and provide this information to our Billing Support agents (please do mention that this is a follow-up from BBB platform).
Many thanks in advance for your cooperation on settling this!
Initial Complaint
Date:05/08/2025
Type: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 was charged $96 through my Venmo account by ********************** **** I have never even heard of this company.Business Response
Date: 05/15/2025
***** hi and apologies for the delay! We were waiting for the final confirmation from Venmo as similar dispute for the amount in question was also filed with them.
Since ***** has decided against the refund, we just went ahead and arranged a direct refund for you.
Please note that it might take from two to five business days for this amount to reach you.
If you have any further questions (since you do not recall the experience with us), feel free to email us directly at *********************************** We can provide history logs for you.
We are hoping to see this settled very soon!
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