Complain About Citrix ShareFile - learn how to file a complaint

Best ways to complain to Citrix ShareFile

Honestly, getting a response can feel like a full-time job. Here’s what you can probably expect.

• Call Early: Try calling them right when their phone lines open in the morning (EST) to avoid the afternoon rush.
• Have Info Ready: Don't start searching for your account number or invoice details while you're on the phone. Have it all in front of you.
• Use Keywords: When talking to a rep or bot, use clear keywords like "cancel account" or "billing dispute" to get routed correctly.

If customer service isn't helping, don't just give up. First, call back and immediately ask for a "supervisor" or the "retention department." These teams usually have more power to issue refunds or process cancellations.

If that fails, it's time to go external. Your best bet for a B2B service like ShareFile is filing a complaint with the Better Business Bureau (BBB). It's a formal process and it's free. You submit your case online, and the BBB forwards it to a corporate contact at Citrix. The company is then expected to respond publicly. It works, but prepare to wait. Citrix usually responds, but it might take a week or two for the process to play out.

Subject: Formal Complaint Regarding Unresolved Billing Issue on Account [[Account #]]

Hi there,

I am writing again to resolve an issue with my account. Despite contacting support on [[Date of first contact]], my problem with an incorrect charge remains unsolved, and frankly, it's becoming incredibly frustrating to spend my time on this.

On [[Date of charge]], my account was charged [[$Amount]] for a service I did not authorize or for a user who is no longer active. I have attached a screenshot of the invoice for your reference. This is the second time this has happened.

To resolve this, I need you to issue a full refund of [[$Amount]] to my original payment method and confirm in writing that my account has been corrected to prevent this from happening again.

If I don't receive a satisfactory response within 5 business days, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for the Retention Department Immediately. When you call, don't waste time with the first-level support for cancellation or billing issues. Immediately say, "Please transfer me to the retention or cancellations department." They are paid to keep you, so they have the power to actually fix things.
• Request a Confirmation Email. Whatever they promise you on the phone (a refund, a cancellation, a credit), do not hang up until you have a confirmation email in your inbox. A verbal promise is not enough.
• Reference Your Ticket Number. If you submitted an online ticket, reference that number in every single communication, whether it's on the phone or social media. It creates a clear timeline of your efforts.

Tired of navigating ShareFile's support portal just to get a generic response? Or sitting on hold for 20 minutes only to be transferred to the wrong department? Sound familiar? It's a common story we see on BBB and Reddit. Users are fed up with the endless email loops and the feeling that their issue isn't being taken seriously. Pine AI handles it for you. We send the formal complaint, manage the follow-ups, and push for the resolution you deserve. No more hold music. No more wasted time. Let us take over the headache.