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:12/12/2023

  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.

  This company immedietly pulls 36 dollars from your account upon supplying your bank information. I casually signed up thinking i would have time to think about it before i give them my money, but i was incorrect. The next day i get an ACH check processing in my account. I signed up for multiple apps like this in order to cancel some of my subscriptions. The only app that took my money the very next day without providing anything is DoNotPay. I dont recommend this app to anybody. DO NOT give them your bank information, you will regret it almost instantly, and you will feel robbed once you actually research the company. Give me my money back!

  Customer Answer

  Date: 02/22/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/23/2023

  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.

  I have been facing issues with the "Do Not Pay" service as they have charged me three times for no reason. I used the service only twice, and it did not work as expected. When I contacted the company after the first incident, they denied any knowledge of the problem. I even emailed them about it, but they never responded. Later, they promised me an email with instructions to access my account, but I never received it. I realized that it was a scam and decided to cancel my subscription. However, I was unable to remove my bank account from their website. To my surprise, they charged me again this month, which is not acceptable. I asked to delete my account and they did. I have evidence of everything that I mentioned, and I will inform my bank and provide them with the evidence to get my money back. In conclusion, "Do Not Pay" is not a trustworthy service. I also want them to remove my account and I'll make sure my bank does that. Also, **** is the part of the "Do not pay" member.

  Business Response

  Date: 11/06/2023

  The customer contacted ********************************** and asked for clarification around a specific service. The support representative asked for "more details regarding the issue so I could better assist you?" and the customer responded with a request to delete their account, which was granted. Upon receiving this complaint, a refund of their account was initiated (10/23/23).

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20770166
  
  I am unable to accept this response because the refund I received for my purchase was not the correct amount. I was supposed to receive a refund of one hundred and eight dollars, but I only received seventy-six dollars. I was under the impression that I would only be charged if the service worked, and since nothing worked, I do not understand why they only refunded me seventy-six dollars. They had charged me thirty dollars three times, so the math does not add up to me. Can you please help me understand why I only received seventy-six dollars as a refund instead of the full amount?

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

  Business Response

  Date: 11/07/2023

  It appears the customer had two accounts. One associated with ************************* and another with *********************** Across both accounts, the customer paid $108 in subscription fees, which have all been refunded. I have also confirmed both accounts are closed.

  Customer Answer

  Date: 11/09/2023

  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/29/2023

  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.

  Can you please cancel my subsection and give me a refund.

  Business Response

  Date: 10/10/2023

  39 emails were exchanged between the customer and support representatives ************************************ between September *****, 2023. His account was cancelled, refunded, and reactivated as requested. When the customer ultimately decided to cancel, his account was closed and completely refunded. If more information on this case is needed, please feel free to email us at **********************************. 

• Initial Complaint

  Date:07/17/2023

  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.

  DoNotPay advertises itself as a company offering free services (in their NPR advertisements and various other smaller online publications), including, but not limited to; ticket dispute aid, burner credit cards, and robocall blocking services. Despite their claims, part of the signup process to use DoNotPay's services involves entering credit card information, after which, DoNotPay issues a $36 service charge to the card given, without asking to charge said card during registration. DoNotPay does not disclose anywhere on their website a service charge of any kind, and although never explicitly stating on their website that their services are free, they do in advertisements they push. After my bank declined the undisclosed charge from DoNotPay, I E-Mailed the company's customer service inquiring about the charge. After four days of no response, and a second submitted inquiry, I received a poorly-written, autogenerated response from DoNotPay only then disclosing their bi-monthly $36 service fee.Disclosed are screenshots of the sign-up process, during which, no mention is even made of such a service charge. The resolution I seek is that DoNotPay immediately ceases advertising their 'free' services on all platforms, and begins disclosing their actual service fees during the signup process.

  Business Response

  Date: 07/31/2023

  DoNotPay began in 2015 and has been featured in the media many times since then. Our pricing has changed over the years. As a result, some media (articles, clips) may not have the most up to date information. That said, on the sign-up screen (second screenshot attached by the user) will always include the subscription price along with the Terms and Conditions. If there are specific examples of misinformation regarding our service, we welcome you to send them to us at ********************************** so that we can follow up on them. Thank you. 

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair 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.

  The DoNotPay application bill you biweekly and services usually take longer than two weeks to reach a resolution. No resolution was reached for my requests and I was charged for several months of service as I was waiting. The application also makes it very difficult to cancel the billing. The application is deceptive and instructions are not clear.

  Business Response

  Date: 11/06/2023

  The user submitted 4 tasks in February of 2023, which were all completed successfully. 3 of the 4 tasks were completed via automated processes, meaning they were done on the same day they were submitted. None of our subscription plans bill on a biweekly basis and users can manage (e.g. cancel) their subscriptions at any time by going to the settings page (top-right corner of the screen) and selecting Manage Account. That said, a full refund for the customer was initiated on 11/3/2023 in addition to closing their account.

   

  Customer Answer

  Date: 11/06/2023

  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/15/2023

  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 used DoNotPay on 03/14/23 to draft a legal request to appeal a denial of coverage decision I received by my medical insurance provider. The company sent out a very unprofessional and incorrect letter without any regard to the letter's content. I answered to the best of my abilities all the questions the **** was asking and was under the impression that I would be given an opportunity to review the drafted appeal letter prior to it being sent to my insurance provider. This was of course not the case. After seeing an email notification that my task was updated, I went to take a look at the task only to find out that the letter had already been sent. After scouring the site in an attempt to find a cancel link to no avail I found customer support email address. I then quickly emailed the support only to be met with an automated email stating that they'll get back to be within 24 hours. **** hours later I received a response essentially saying that it's my problem and I had a 15 minute window to cancel the letter from being sent after the task was completed. To the best of my knowledge this was never disclosed to me and is honestly a bit absurd that they feel an individual should need to wait on stand-by for 10+ hours as the **** generates the letter in order to catch a 15 minute window to proofread and ultimately cancel said letter. On top of this egregious denial of responsibility, I feel that DoNotPay is falsely advertising that they use artificial intelligence to generate this correspondence. It is now readily apparent to me that DoNotPay simply uses a question/answer script to gather information and directly paste responses into a predefined letter template and it sadly can't even get this right as the information I provided was clearly mapped to the wrong section and makes zero sense. I would strongly advise to avoid this company at all costs else their ineptitude will eventually cause you larger issues than what you were originally attempting to resolve.

  Business Response

  Date: 07/06/2023

  After receiving the customers complaint at ********************************** we worked with him to rectify the situation by drafting a version of the letter he was satisfied with and sending it with priority. As a courtesy, and for the inconvenience, we have refunded the customer in full.

• Initial Complaint

  Date:03/10/2023

  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 downloaded the Do Not Pay app and it asked for my credit card information so that it could save me money by refunding recurring payments from subscriptions that I don't use. Instead, it charged me $36 without asking me and without telling me it would charge me. This app is a scam. I would like my $36 back please.

  Business Response

  Date: 03/28/2023

  The user created an account on March 6, 2023 and agreed to a $36 every 2 months subscription. 
  
  
  During the sign up process, potential customers are shown a page that clearly states the terms and rate of the subscription needed to access the service. They are asked to connect their payment method and agree to the purchase as well as DoNotPays terms of service. The customer did so on ***********************+00:00 UTC for an account created with their phone number. 
  
  
  To resolve this complaint, we have issued a full refund of the $36 and cancelled their subscription. For any more questions, please email us at **********************************. 

• Initial Complaint

  Date:02/15/2023

  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 signed up the service using my phone number ************ as the account login from Do Not Pay a year ago expecting it would help me to resolve a scam case. Do not pays website design avoided showing explicit about their pricing and I only know and agreed with the first $3 charge at sign up. Realizing the service that this company provides is just a chat or that is useless and unhelpful, I stopped using the service and didnt log in ever since. However, the company decided to charge $36 every three months on April 11th 2022, July 11th 2022, October 11th 2022, and January 11th 2023 with a total charge of $144 without my consent nor any type of notification. The transaction type is ach transfer where the company did not ever specified that it is used for a recurring payment. I did not agree to have recurring to this company. This company is being tricky and unclear about the payment they are charging and the usage of debit card information they have gathered. They also scammed me for the rest of the year which I did not use their service at all.

  Business Response

  Date: 07/06/2023

  A disclaimer about our paid membership is shown to all of our users in the process of account creation (screenshot attached). The customer agreed to a membership subscription of $36 paid every 3 months on 9 April 2022. The customer emailed us at ********************************** and requested their account be canceled. We canceled their account and refunded the latest payment on February 15, 2023.

• Initial Complaint

  Date:02/11/2023

  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.

  10/2/22, 1/2/23 DoNotPay committed to resolving a claim of over $5000 against Royal Air Maroc (RAC) for tickets canceled, RACs subsequent unexplained voucher numbers emailed to me, and the refusal by RAC to honor those vouchers.As far as I know DoNotPay's action in support of my claim has been to send RAC a letter asking them to refund the ticket prices. I have done far more than that on my own, which is why I was willing to pay DoNotPay to pursue the matter.DoNotPay has declared the problem solved, which it is not.

  Business Response

  Date: 07/06/2023

  The customer created an account using their email address, which was canceled and refunded on 9/20/22. They emailed ** again in April 2022 about another charge, which occurred because the customer created a second account using their phone number. Their account was then canceled and the subscription charge was refunded.

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 19389056
  
  I am rejecting this response because: It is non-responsive.

  You partially addressed my subscription history, which was somewhat a fiasco. I did ask for cancellation when it became clear that you were not going to do anything with my request for service, but you ignored that while collecting two more subscription payments

  However, my complaint occurred during the period I was unarguably a paid subscriber to your service.  Here it is again. If you read it, you will see my complaint is unrelated to my subscription payment. It is purely and simply regarding your inaction on one of your advertised services, namely refunds for unused airline tickets: 

   

  "10/2/22, 1/2/23 DoNotPay committed to resolving a claim of over $5000 against Royal Air ***** (RAC) for tickets canceled by them, ***'s subsequent unexplained voucher numbers emailed to me, and the refusal by RAC to honor those vouchers. As far as I know DoNotPay's action in support of my claim has been to send RAC a letter asking them to refund the ticket prices. I have done far more than that on my own, which is why I was willing to pay DoNotPay to pursue the matter. DoNotPay has declared the problem solved, which it is not."

   

  Your inaction has resulted in the loss of over $5,000, which I cannot afford to lose.  Thus this complaint. Potential users of your service deserve to know that it is little more than a scam.
  

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

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/07/23, I used DoNotPays services to draft an anonymous HR complaint letter. I wrote my thoughts out quickly, intending to go back to the document later and edit it. I wanted to use the draft as a guide, for a real letter, that I would write at a later time and do what I wanted with it. I didnt get the chance to do that. That same day, I got an email from DoNotPay at 4:21pm (eastern time) saying my task has an update! I had used the app for other tasks, so I opened the email not sure which task it was referring to. When I realized it had been about the HR letter, and it being MAILED OUT, I panicked! I searched through the app for a way to cancel this action but couldnt find anything. Under task progress was conflicting information. While it said my document had been sent under actions taken, it also said it was still in production under tracking status, along with saying the letter was being printed and prepared for shipping. The other bit of information was an expected delivery date of 02/15/23. I still had hope. It may have been printed, but it hadnt been mailed out. I eventually found a contact email and sent an urgent message at 4:29pm to cancel delivery right away! Almost immediately I got an auto reply from the company confirming receipt of my email. It wasnt until 5:04pm that I received a response from **** ****. **** stated Completed tasks must be canceled within 15 minutes of their completion to cancel any additional actions (mail, fax), or else they will be sent into production. Your letter has already been processed to be sent. Since the cancellation window has passed, it cannot be canceled. I responded to her saying that answer wasnt acceptable to me. I had replied within the 15min window. It had been printed but it had not been mailed, this was an emergency and needed to be canceled. She never replied to me, so as far as I know, this draft of a letyer, that wasnt intended to be seen, is now being delivered to my company HR ****

  Business Response

  Date: 07/06/2023

  By the time the customer had contacted us at *********************************** the letter was already in production, at which point we were unable to cancel it. Letters cannot be canceled by replying to notification emails, which are sent from a No-Reply email: no-***************************************** They can be canceled by viewing them on the Tasks page (by clicking View Results in the email, which links to the task) and clicking Cancel, which the customer had done with previous tasks. As a courtesy, we have refunded the most recent subscription for this unsatisfactory experience, granting the customer a free 2 months of membership.