Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 13, 2025, I came across this site in my ****** search engine. My father recently passed and for me to do anything in the state of ********, I needed a ************ Affidavit. The site gave a generic document that was not even for ********. I only found that out once I began handling my Dad's business. I selected what was supposed to be the monthly option at the lowest rate. The site is not clear at all as to what each of the selections for payment option entails. I would even say deceptive in the fact that the "monthly" option is $49.00/ month, while the other options do not ensure the reader understands that the "pro annual" option will debit your card for $199. If I was unwilling to pay $49.00 a month why would I then select an option that at $16 would authorize the purchase of an annual plan that is debited upfront. I called the customer service number to explain and the representative that answered told me I selected the annual plan. No matter what I said, he kept defaulting back to that was what I selected. He stated he could not refund the money and that it would be escalated. I do not appreciate when at my most vulnerable state of circumstances that I have been taken advantage of by trickery and deceit to use a service that potentially could have been used longterm. I do not plan to keep this service now that the *** has shown they like to play games. I do not have tons of money to be forking out to a service like this, which is why I chose the lowest option in order to get my needs met without . In fact, now my ability to get home to ******** is in jeopardy during a time where I need to be back for mandatory job training where I work. I would like to have this resolved with a full refund of the funds and canceling the service altogether. This is not a buyer beware type of instance. This is a business that knows what it is doing to the detriment of the public.

  Business response

  01/16/2025

  We are sympathetic to this complainant's situation and are sorry for the loss of his father. We do, however, respectfully request that this complaint be removed as it is not a genuine representation of our available services and the activity on the account. As of the loading of this complaint response, this customer's account has already been serviced.

   

  All customer activity and communication is timestamped for quality assurance purposes. This customer registered an account under the email address ******************* on January 13, 2025. In lieu of downloading one of our FREE form templates, this customer utilized our form-filling software (a premium service) to complete his form. Upon form completion, the customer was presented with our pricing page, and activated our Annual Subscription Plan. Our 1-Year Pro *******) Plan is paid as a one-time upfront payment of $199.00. This breaks out to $16.59/month, a savings of 66% compared to subscribing to our Monthly Plan at $49.00/month ($588.00 annually).

  
  
  The terms of the subscription are listed in our Terms of Use, on our Pricing Page ******* Plan listed as a one-time upfront payment), and found in our FAQs. The upfront fee of $199.00 is reiterated on the checkout page for the Annual Plan prior to the initial download when activating the subscription. Per the account's activity log, this subscription was used to download a ******************** Affidavit (non-state specific) upon activation. Only after the initial download was a secondary, Illinois state-specific form created and downloaded. 

  
  
  The customer reached out to our support team today, January 16, 2025, after seeing the processed $199.00 transaction on his statement. Our support team confirmed the activity on the account, and that it was used to register and activate the Annual Subscription Plan. Our support team does not have the administrative access to refund Annual Plan Subscriptions, so our agent escalated the customer's refund request to management informing the customer that he would be contacted by our customer support manager in one to two business days, per standard escalation timeframes. 

   

  Our CSM already responded to this customer at the time of this complaint response. The *** responded within three hours of the customer's initial escalation from his call in to our support team earlier today. Our CSM processed a full $199.00 refund as a professional courtesy due to the customer's confusion regarding the plan he signed up for. We ask that the customer allow 5-7 business days for the refund to appear back on their statement, if the charge did not VOID completely if still listed as pending at the time of refund.  

   

  Attached is the Account Activity Log showing the Annual Plan activation and download of the NON-State ********************* Affidavit Form on January 13, 2025. Screenshots of our pricing page and Annual Plan checkout page are also included, showing the upfront one-time fee of $199.00. The transaction log reflecting the $199.00 refund is included, as well. We have already serviced this account and provided all necessary documentation supporting our response, so we respectfully request that it be removed from our company profile. 

  Customer response

  01/17/2025

   
  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

  12/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used a free trial from the company, and immediately canceled. They're claiming I didn't cancel and "have no record", but I know 100% because I logged in and immediately did so. They proceeded to charge me TWICE for $49 monthly subscription.

  Business response

  12/05/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience of the complainant's use of our services.

  
  All customer activity and communication is timestamped for quality assurance purposes. This customer registered an account under the email address ******************* on October 28, 2024. This customer activated a Monthly Subscription Plan after registration. This plan comes with a 7-Day Free Trial for new members, and the customer downloaded a XXXXX Application Form after using our form-filling software (a premium service associated with the subscription plan).

  
  The terms of the subscription and free trial period are listed in our Terms of Use, on our Pricing Page, found in our FAQs, and reiterated on the checkout page prior to the initial download before activating the subscription. Customers can cancel at any time by contacting customer support via live chat, by phone, via email, or through their dashboard directly. Per the account's activity log, this subscription was not canceled during the free trial period which concluded on November 5, 2024 (the eighth day since subscription activation). A renewal and payment confirmation email was sent at the turn of the billing cycle. There was no cancellation within the first monthly cycle either, hence why the customer's account was billed a second time with the notification email being sent again. 

  
  The customer reached out to our support team today, December 5, 2024, after receiving the secondary monthly charge and notification. Our support team confirmed that we did not have a record of a prior cancellation until today, December 5, 2024, when the account was signed into and the subscription was canceled shortly after the renewal charge, though the customer was adamant he previously canceled. Though no cancellation was ever requested previously (activity log attached for confirmation), our support team canceled the subscription immediately and processed a courtesy refund for the most recent charge on the account.

  The initial charge following the trial period is not eligible for an additional refund, as we do not have a record of a prior cancellation request and our digital services have been utilized. We ask the customer allow 5-7 business days for the refund to appear on his statement and make note that the charge may VOID out completely based on the timing of the recent transaction and processed refund. 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for 7 day free trial. Used cousins email because the *** Papers were for him and needed to go to him. Cancelled immediately the same day 2 weeks ago. Received a $49 charge on my bank account today 11/30 from eforms. ***** with customer service agent. Refused refund because Ive used free trial in past. Had no idea that wasnt allowed. Asked her to make exception. She would not. I had zero intentions of paying $49 at all. Poor business dealings. Poor decisions made. Poor resolution. Poor experience all the way around.

  Business response

  12/09/2024

  We respectfully request that this complaint be removed as the customer was denied a refund due to violating our Terms of Use.
  
  This customer registered an account under her name using the email address ************************** to activate a Monthly Subscription Plan on March 31, 2022. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a ************ Advance Directive (Medical POA & Living Will) and a ************** ************************* of Attorney Form. The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. This subscription was canceled during the free trial period, and the customers account was not billed whatsoever. The account was accessed over the next few years to save documents,and the subscription was reactivated on June 25, 2023, to create two new forms for successful download. The subscription was canceled shortly after reactivation. 

  On August 26, 2024, a second account was registered under the email address ******************** and a second Monthly Subscription Plan was created. Though ineligible per our Terms of Use, the customer utilized a second Free Trial, otherwise offered to NEW SUBSCRIBERS only. The account was used to once again download a ************ Advance Directive (Medical POA & Living Will) and a *****Notary Acknowledgement Form. This secondary subscription was canceled during the free trial period (though ineligible), and the customer's account was not billed.

  A third email address was used by the complainant under the email ********************* to activate a third Monthly Subscription Plan, utilizing that subscription's free trial period (though ineligible) to download a new ******** ************************* of Attorney From and a ************* of Attorney form. No cancellation requests were ever made during the third subscription's free trial period, and the account was billed on November 30, 2024. 

  Customers have the ability to cancel their subscriptions by contacting support via phone, email, or live chat. They can also cancel at any time from their eForms dashboard. When the customer contacted us requesting cancellation and a refund via live chat, we informed her that the account was ineligible for a refund due to violating our Terms of Use, as she utilized two Monthly Subscription Plans and 7-Day Free Trials previously.
  
  Though the third subscription was canceled after contacting our support team, the customer has access to her account until December 30, 2024. The subscription will not renew, and the account will not be billed again. Attached is the excerpt from our Terms of Use relating to Monthly Subscriptions and 7-Day Free Trials offered to NEW members only, as well as the activity logs for all three accounts utilized by the complainant.

  Customer response

  12/11/2024

   
  Complaint: 22621663
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Shelley *****

• Initial Complaint

  11/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im being charged 49$ i thought it was a free trial i just want to cancel that so i wont be charged

  Business response

  11/07/2024

  We respectfully request that this complaint be removed as this customer was never successfully charged.

  This customer registered an account and used it to sign up for a Monthly Subscription Plan on October 9, 2024. The customer was a new subscriber, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on how to obtain our forms for FREE and how to cancel on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard.

  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on October 17, 2024, so our system attempted to collect the initial monthly $49.00 payment. That collection attempt FAILED. After a second payment collection attempt FAILURE, the system automatically canceled the subscription, as no successful transactions were processed.

  There is no need to process a refund as no payment was ever collected from this user. Attached is the account's activity log from our merchant provider showing the failed attempts to collect and the automatic cancellation due to non-payment. I've also included the account's transaction log showing no successful transactions on the eForms account.

  Customer response

  11/07/2024

   
  Complaint: 22526629
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Business response

  11/08/2024

  We are confused why our response is being rejected. The complainant re-attached the same documents we included in our original response. Though we attempted to collect the initial payment due to no cancellation, the account was NOT successfully charged, as both collection attempts FAILED. No payments were made. If the complainant sees PENDING transactions on his statement, they will VOID out completely once his financial institution processes the failed collection attempts. eForms did not successfully receive any payments from this account.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been charging me $49 for 8 months via my ******. I dont use my ****** balance of ****** often so I only just noticed. I have no idea how they got my ****** information, but I didn't give it too them. The charge is fraudulent.

  Business response

  10/29/2024

  We respectfully request that this complaint be removed as it does not represent a genuine experience of the user utilizing our services.

  All customer activity and communication is timestamped and recorded for quality assurance purposes. This customer registered an account under the email address ******************* on February 11, 2024,
  
  In lieu of downloading a FREE template or paying $55 for a Single Document purchase, this customer activated a Monthly Subscription Plan on February 29, 2024, at 5:51 PM EST, linking her ****** account as the subscription's funding source. This plan comes with a 7-Day Free Trial for new members and the customer downloaded a California LLC Operating Agreement after using our form-filling software (a premium service associated with the subscription plan). The complainant's name, address, and personal information is listed in the created document.

  The terms of the subscription and free trial period are listed in our Terms of Use and reiterated on the checkout page prior to the initial download before activating the subscription. This subscription was NOT canceled during the free trial period which concluded on March 8, 2024 (the eighth day since subscription activation), hence why the customers account was charged via ****** (the customers payment method of choice). 
  
  Customers can cancel at any time from their eForms dashboard, via ****** directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via ****** directly. As of this BBB complaint response being submitted on October 29, 2024, we do not have a record of any direct cancellations by the user, nor any communication relating to this account with our customer support department. 
  
  Normally, we would offer a courtesy refund for the most recent charge on the account due no activity taking place after the most recent charge. Unfortunately, the customer filed a direct ****** dispute on the transaction without ever contacting our company. We do not have the ability to edit a transaction while it is currently being investigated by ****** due to a direct dispute, as it is placed in a HOLD status by ******. As the dispute is being investigated by ******, we must abide by the decision stemming from their investigation. 
  
  I can confirm the subscription has now been canceled at period end (based on receiving this complaint). Though canceled, the customer has access to their account and all services under the Monthly Plan until November 8, 2024, at 5:51 PM EST. The subscription will not renew, and the account will not be billed again. As a reminder, we must abide by the outcome of ******'s direct dispute investigation in relation to the refund. Attached is an excerpt of the downloaded form from the subscribed account with the complainant's information listed for record.
  
  

  
  

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I do not recall ever entering my credit card information on the site nor do i recall a $50 recurring monthly charge, I would have cancelled it before then. The sign up practice seems shady to me as i read everything i sign, literally I'm that annoying person that reads what I initial and sign. I want a refund. Stay away from this company. shady practices.

  Business response

  09/17/2024

  We respectfully request that this complaint be removed as we have already serviced this customer's account.

  
  All customer communication and activity are time-stamped for quality assurance. This customer registered an account and used it to sign up for a Monthly Subscription Plan on September 6, 2024, at 9:16 AM EDT. The customer was a new member, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on getting your form for FREE and canceling on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard, or via ****** directly.

  
  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on September 14, 2024, at 9:16 AM EDT.  The customer logged in following the transaction being processed for the initial months renewal, and canceled her subscription at 9:35 AM EDT. At 9:37 AM EDT, the customer communicated with our support staff via live chat, asking what the charge was for. Our support agent informed the customer of the activity on the account, confirming that we have no way to enter customers billing information on their behalf, and that she had entered it upon activating the subscriptions trial. The customer was informed that all renewals and transaction confirmations are sent directly via ******, as she elected to utilize this merchant for payment (a third-party service). 

  
  As a courtesy, our support team canceled the subscription immediately and processed a $49.00 refund to the customer's ****** account for the initial charge per the customer's request. 

  
  I can confirm that the subscription associated with ***************** has been canceled, and the account will not be billed again. We asked the customer to please allow 5-7 business days for the refund to appear on her statement, noting that if the charge is PENDING, it will most likely void completely as the charge and refund were both processed the same day. This cancellation and refund confirmation was emailed to the customer following the interaction on live support on September 14, 2024, at 1:58 PM EDT (live chat conversation and refund confirmation attached to this response).
  

  
  

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I initially signed up for a seven day free Trial. You would think a reputable company would let you know when youre free trial was ending and that you had an ongoing account with them and a monthly billing but no communication was ever given. They just continue to charge my account so several months down the road in September I noticed that was being charged $49 monthly for something I had used only once in March for a total $343. There Shouldve been some further communication from the company, but they hid intentionally to continue charging my account. Im on fixed income and cannot afford this, its very disappointing and I feel like Ive been duped. Let the buyer beware.

  Business response

  09/17/2024

  We respectfully request that this complaint be removed as we have already serviced this customer's account.

  
  All customer communication and activity are time-stamped for quality assurance. This customer registered an account and used it to sign up for a Monthly Subscription Plan on March 3 2024. The customer was a new member, so the subscription came with a 7-Day Free Trial. All timelines of the subscription and 7-day Free Trial are listed in our Terms of Use and on our Pricing page. They are reiterated prior to the initial download when customers manually enter their billing information at subscription activation. We also provide instructions on getting your form for FREE and canceling on our FAQ page. Our system allows cancellation via email, phone, live chat, manually through the customer's dashboard, or via ****** directly.

   

  
  Our records indicate that the customer did not cancel within the Free Trial period, which concluded on March 11, 2024, and renewed monthly as no cancellation was ever requested. 

   

  
  The customer was informed of all monthly transactions as payment confirmations are sent directly via ****** at the time of each renewal, as she elected to utilize this merchant for payment (a third-party service). 
  The customer contacted our support staff via phone on Wednesday, September 11, 2024, asking to cancel her account. As requested our support staff canceled the subscription at period end. 

   

  
  As a courtesy, we canceled the subscription immediately and processed a $78.00 refund to the customer's ****** account today, September 17, 2024, for the charges incurred within the most recent 60 days. That is 2X eForms refund policy timeframe, as our policy only permits refunds to be issued for charges within the most recent 30 days without prior cancellation.  We hope the customer understands that as payment and renewal confirmations were sent monthly, that we cannot be held liable for canceling a subscription without a customers request.
  

  
  

  Customer response

  09/17/2024

   
  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

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with forms for a 1 week trial to try one of their "free" residential leases. I signed up and tried using a lease but it unfortunately didn't work out for my purposes. Either way I downloaded the lease and was done. I waited for notification that the trial was ended and never recieved. Until I saw I was charged. I immediately messaged to cancel. They canceled right away but said they wouldn't refund the money because I apparently had another free trial 7 years ago. Under a different email. I was able to sign up with my currently used email with no warnings or issues and frankly didn't recall a free trial.used 7 years ago.

  Business response

  07/29/2024

  We respectfully request that this complaint be removed as the customer was denied a refund due to violating our Terms of Use.

  
  This customer registered an account under the email address *************** to activate a Monthly Subscription Plan on January 26, 2017. This plan comes with a 7-Day Free Trial for new members, which was utilized to successfully download a **************** Lease Agreement (Residential). The terms of the subscription and free trial duration are listed in our Terms of Use and reiterated prior to the initial download when activating the subscription. This subscription was canceled during the free trial period, and the customers account was not billed whatsoever. The account was accessed over the next few years to save documents, though the subscription was never reactivated, nor charged.

  
  On July 8, 2024, a second account was registered under the email address ***************, and a second Monthly Subscription Plan was created. Though ineligible per our Terms of Use, the customer utilized a second ***** Free Trial, otherwise offered to NEW SUBSCRIBERS only. No cancellation requests were ever made during the second subscriptions free trial period, and the account was billed on July 16, 2024. 
  Customers have the ability to cancel their subscriptions by contacting support via phone, email, or live chat. They can also cancel at any time from their eForms dashboard or through PayPal. A renewal notification and payment receipt is sent at every renewal via PayPal, as the customer utilized this third-party merchant as the funding source for her subscription. 

  
  All customer activity and communication is timestamped for record-keeping purposes, and we have NO records of any communication from account activation until July 16, 2024, following the conclusion of the trial period and initial charge. When the customer contacted us requesting cancellation and a refund via email, we informed her that the account was ineligible for a refund due to violating our Terms of Use, as she utilized two Monthly Subscription Plans and 7-Day Free Trials. The ticket was escalated to our Customer Support Manager, and the *** informed the customer that our system flagged the second account as ineligible for a refund, due to the violation. After the customer was denied the refund, the customer filed a direct dispute with PayPal. 

  
  PayPal contacted us on Thursday, July 25, 2024, indicating that the dispute case were found in eForms favor based on the lack of prior cancellation, and the violation of our Terms of Use. We informed the customer that we had to abide by PayPals findings. We confirmed with the customer directly that PayPal found the dispute cases in our favor and that we canceled her subscription at period end. The customer has access to her account and all of our services until August 16, 2024. The subscription did not renew, and the account will not billed again. 

   

  We've attached an excerpt from our FAQs on how to obtain your forms for FREE, as well as the excerpt from our Terms of Use relating to Monthly Subscriptions and 7-Day Free Trials offered to NEW members only.

  
  

  Customer response

  07/29/2024

   
  Complaint: 22021122
  
  I am rejecting this response because: I had no way of remembering that 7 years ago I used a free trial. They allowed me to create one. Then there was no notification that the free trial was coming to an end and they planned on charging me. There should be a notification. To inform people. And to claim 7 years ago  I used them for a few days and aome how I am supposed to be aware of that is ridiculous. This is unreasonable and to out things like that in fine print is shady. The reality is I canceled as soon as I was charged because I had no idea the trial was needed and did not need this service. 
  
  Sincerely,
  
  ***********************

  Business response

  07/31/2024

  We apologize that this outcome is not what the customer was hoping for. The original account was used to save documents well past its registration in 2017. Supplemental lease agreements and other documents were created and saved under the original account in the years to come, though they were not downloaded, as a download would reactivate the subscription, incurring a charge. We do want to reiterate that all terms of the Monthly Subscription Plan and 7-Day Free Trial are clearly stated on the checkout page, prior to activating the subscription plan with the initial download.

   

  As a new Monthly Subscription Plan was activated under a separate email address to utilize a second 'new member' 7-Day Free Trial, this action violates our Terms of Use, thus making the secondary account ineligible for a refund. Though ineligible for the secondary trial, no cancellation was made within the trial period. As PayPal found the direct dispute in eForms' favor based on the activities between the accounts, the violation of our Terms of Use, and the lack of cancellation within the advertised time period, we must abide by PayPal's decision. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Eforms offers a 7 day 'free' trial but won't let you cancel your subscription until eight days after the day you make the account - so no matter what you're going to pay for what is billed as a 'free' subscription. Deceptive business practices in the extreme. Total scam.

  Business response

  07/22/2024

  We are respectfully requesting that this complaint be removed as it is not an accurate representation of our services. After this user left this complaint, he contacted our customer support team and our agents informed him of the activity on his account, confirming he did cancel his subscription, and the account would never be billed.

   

  This user signed up for a Monthly Subscription Plan on July 20, 2024, and the plan comes with a 7-Day Free Trial period. The customer canceled the subscription the same day, July 20, 2024 (within the 7-Day Free Trial period). Though canceled, the customer maintains access to his account throughout the remainder of the free trial period, ending July 28, 2024. The subscription will not renew, and the account will not be billed. 

   

  The customer called our customer support team yesterday, July 21, 2024, saying he couldn't cancel until after the free trial was over. Our agent informed him of the activity on his account, confirming that his subscription was canceled within the trial period. Our agent explained that as he canceled within the free trial period, he still has access for the remainder of the trial period at no charge. The subscription would not renew following the conclusion of the free trial period, and the account would not be billed. The customer admittedly stated he misunderstood, and that he thought he would have been billed. The customer apologized for his misunderstanding, once he realized that he had access through the remainder of the 7-Day Free Trial period, and that his account would not be charged whatsoever.

   

  As the complaint does not represent our services offered, and the complainant admitted that he misunderstood the terms of the 7-Day Free Trial, we are respectfully requesting that this complaint be removed. Thank you 

   

   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 17 I signed up for a FREE account with this company. I downloaded a few forms for a school project, that were supposed to be free, and have not used the account since then as this was a one off thing I needed to accomplish. On June 27 I get charged $49 for a paid membership I don't remember signing up for and never received any notification I would be charged, never received an email stating I had signed up for this account (I must have done it by mistake) and was just suddenly charged $49. I tried to claim via PayPal and the company lied to PayPal (telling them they cancelled my account, which they did not, I did this myself) and using the justification that on June 17, before I had even been charged, I downloaded 2 forms therefore I had used the service that I was not billed for until 10 days later. Due to their lies, ****** rejected the claim to refund my money. These are very shady and manipulative business practices. I just called the company directly and asked again for a refund, and they refused to help me because I had filed the dispute. They screenshot EVERYTHING, every login, as if they are constantly on the defensive and ready to protest anything with a customer.At this point I just want a refund of my $49 for a product I do not want, need, and cannot use. They can see that I have not used the account at all since the charge, since they already were more than happy to screenshot my login history.

  Business response

  07/03/2024

  We respectfully request that this complaint be removed as it does not represent a genuine account of the customer utilizing our services or communicating with our customer support staff.

  
  All customer activity and communication is timestamped and recorded for quality assurance purposes. This customer registered an account under the email address ******************* on June 19, 2024, not June 17, 2024, as her complaint states. 

  
  In lieu of downloading a FREE template or paying $55 for a Single Document purchase, this customer activated a Monthly Subscription Plan on June 19, 2024, at 5:46 PM EST. This plan comes with a 7-Day Free Trial for new members and the customer downloaded three (3) documents after using our form-filling software (a premium service associated with the subscription plan). The terms of the subscription and free trial period are listed in our Terms of Use and reiterated on the checkout page prior to the initial download when activating the subscription. This subscription was NOT canceled during the free trial period which concluded on June 27, 2024 (the eight day since subscription activation), hence why the customers account was charged via PayPal (the customers payment method of choice). 

  
  Customers can cancel at any time from their eForms dashboard, via PayPal directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via PayPal directly. 

  
  Upon the initial charge being issued on June 27, 2024 (after the conclusion of the FREE 7-Day Trial period), the customer filed a direct dispute via PayPal and logged into their eForms dashboard to cancel their subscription. As the subscription was canceled outside of the 7-Day Free Trial, it was canceled at the initial billing periods end. The customer has full access to her account and all our services under the plan until July 27, 2024. 

  
  The customer contacted our support team via phone and requested a refund. Our support agent informed the customer that *********************** does not have the ability to edit a transaction while it is currently being investigated by PayPal due to a direct dispute, as it is placed in a HOLD status by PayPal. The agent informed the customer that as it was previously disputed with PayPal directly, we must abide by the decision stemming from their investigation unless the customer removes the dispute prior to PayPal concluding their investigation. 

  
  The dispute wasn't removed and we were notified by PayPal yesterday, July 2, 2024, that the case was found in eForms favor based on the activity on the customers account and no cancellation requests made during the 7-Day Free Trial period. We must abide by PayPal's decision and the account is ineligible for a refund.

  
  Though the subscription has been canceled, the customer has access to their account and all services under the Monthly Plan until July 27, 2024, at 5:46 PM EST. The subscription will not renew, and the account will not be billed again. Attached are the customers activity log and PayPals dispute decision for record.
  

  
  

  Customer response

  07/03/2024

   
  Complaint: 21934461
  
  I am rejecting this response because:

  Other consumers need to be made aware of your shady business practices. Once again you are lying as you are saying that the PayPal case wasnt finalized until the 2nd, but I did not call until the 2nd after I had already been contacted by PayPal with the results. Also, the associate I spoke with on the phone did NOT tell me that if I did not remove the dispute that the company would not be able to remove the charge later. He specifically told me that he couldnt do anything while the dispute was open, but if I would remove it they could review my account to see if they could remove the charge. So, in other words, you are threatening or attempting to bribe by having a PayPal dispute removed - is that even legal? It is certainly manipulative and unethical.

  
  This is the only company I have ever dealt with that doesnt send a notification you are about to end a free trial period and charge a consumer money. You have multiple complaints for doing this. There is no reason at all that you cannot send a courtesy notification other than deliberately deceptive business practices hoping to catch people who are unaware and charge them needlessly. Your entire system is set up to contribute to this scam.

  I am providing a screenshot of my activity log from the company itself (having blocked out personal info) proving I cancelled the subscription on June 27 which the company continually claims I did not do, instead lying and stating THEY cancelled it. As to the date I provided of June 17, that was a typo that I cannot go back and correct.

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

  Business response

  07/08/2024

  We apologize for the customer's frustration, but our original complaint response stated is correct, and the timeline agrees with the customer's latest reply. 

   

  Customers can cancel at any time from their eForms dashboard, via PayPal directly, or by contacting our customer support team via phone, email, or live chat. A renewal notification and payment receipt is sent at the end of the trial, and every renewal period via PayPal directly if a customer elects to use a third-party merchant such as PayPal. 

   

  Upon the initial charge being issued on Thursday, June 27, 2024, at 6:00 PM EDT (after the conclusion of the FREE 7-Day Trial period), the customer filed a direct dispute via PayPal and logged into their eForms dashboard to cancel their subscription on June 27, 2024, at 8:46 PM EDT (following the conclusion of the trial and initial charge). We are in agreement that the customer logged in on June 27th and canceled her subscription. As the subscription was canceled outside of the 7-Day Free Trial (concluding over two hours prior), the customer canceled the subscription at the initial billing periods end within the active monthly cycle. 

  
  
  The customer contacted our support team via phone and requested a refund the following Tuesday, July 2, 2024 at 6:01 PM EDT. At the time of her call, our system still reflected that PayPal had an open dispute investigation on the transaction in question. Our support agent informed the customer that *********************** does not have the ability to edit a transaction while it is currently being investigated by PayPal, as it is placed in a HOLD status by PayPal directly. The agent informed the customer that as it was previously disputed with PayPal, we could only consider and process a direct refund on the account if the HOLD on the transaction is released. Furthermore, if PayPal closes the case, we must abide by the decision stemming from their investigation. We were contacted by PayPal the same day, July 2, 2024, stating that PayPal found the case in eForms' favor based on their investigation.

   

  Though we understand that this outcome is not what the customer is seeking, our hands are now tied based on PayPal finding the direct dispute case in eForms' favor. Though canceled, the customer has full access to her account and all our services under the plan until the end of the active billing cycle concluding July 27, 2024, at 5:46 PM EDT. The subscription will not renew based on her cancellation at period end, and the account will not be billed again. Please note that the customer continued to utilize our services in the initial monthly billing cycle after her cancellation as three (3) additional forms were downloaded on Friday, June 28, 2024, at 9:31 AM EDT.  

   

  Attached is a screenshot of the call transcription from July 2, 2024, ending at 6:05 PM EDT, and our agent's follow-up email sent to the customer immediately after the call concluded at 6:06 PM EDT, reiterating the information the customer is claiming she was never told by the agent.  

   
  

  Attached is the customer's activity log showing the timestamps of the conclusion of the 7-Day Free Trial, the sign in and cancellation after the conclusion of the trial and initial charge. 

   

  Attached is the excerpt from our Terms of Use citing the terms of the Monthly Subscription and 7-Day Free Trial duration. 

  Customer response

  07/09/2024

   
  Complaint: 21934461
  
  I am rejecting this response because:

  You arguing over 2 HOURS which is a ridiculous reason not to issue a refund on an UNUSED PRODUCT. I will not close my case until I receive the refund, and as stated before, I want other consumers to know about your ridiculously shady practices.

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

*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. ↩