Avangate, Inc.

Initial Business Response /* (1000, 5, 2015/10/27) */
Dear *** ***,
Thank for contacting Avangate
We apologize for the trouble you are having in getting the refund and for the long waitWe have processed the refund and it should how in you account in a few days
If you have
anymore questions, you can reach us at XXX-XXX-XXXX
Sincerely,
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/07/18) */
Hello, ***
I am sorry to hear that you have not received any communication from the Software Publisher
I have asked our Financial Department to cancel the orderThe USD will be returned to your account within to
business days
Sincerely,
*** R
Avanagte Support Team
Initial Consumer Rebuttal /* (2000, 7, 2014/07/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is fineIt was what I asked for after three attemptsThank you so much! If they do not do as thet say they will do, you will back from me again

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear ***,
I am sincerely sorry to hear about your situation
Kindly note that Avangate manages the eStore for various Software and Online Services companies, among which www.highstermobile.com, providing secure online payments
to their customers
After checking our records, I did not find any refund requests submitted to Avangate, thus, it is very likely you have forwarded your information directly to the vendorTo settle this matter, I have cancelled your order and a full refund of USD will be issued within 2-business daysOnce the refund is fully processed on our end, you will be sent a confirmation e-mail
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The full refund was deposited in my account today

Initial Business Response /* (1000, 5, 2015/09/04) */
Dear ***,
I am so sorry for any inconvenience caused
Kindly note that Avangate solely processes the payments for Tweakbit, as well as various other Software and Online Services companies, providing secure online payments to
their customers
We do not sell, provide product information and our agents do not offer technical support services for any of the companies we collaborate withOur assistance is exclusively payment-related
Given the circumstances, I have cancelled your order and issued a full refund for the paid amountThe funds will show up in your account balance within 2-business days
Kind regards,
***

Initial Business Response /* (1000, 5, 2014/04/03) */
Dear ***,
Thank you for contacting us
Our records indicate that, on March 22nd, a refund request was sent to the Software Publisher - Leawo.comAccording to the refund policy, the Vendor has business days to respond to the
notificationIf no answer is provided within that time-frame a refund can be processed by Avangate directly at the customer's request
As a consequence, following your message sent to our Support Team on XXXX-XX-XX, a refund of USD was processed back to your MasterCardPlease allow a couple of days for the funds transfer to be complete
Sincerely,
The Avangate Team
Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is conditional non-acceptanceThey sent me an email that I would receive a refundHowever, I wish to keep this incident open until I see the refund on my credit card
I do NOT trust Leawo and do not want to prematurely close this complaintI will notify you as soon as I have gotten the refund on the credit cardThank you,
*** ***
Final Business Response /* (4000, 9, 2014/04/07) */
Hello, ***!
Thank you for getting back to us
The refund should have been suceesfully posted to your credit card by nowWe recommend that you check your online banking account or directly with your bank for confirmation
Sincerely,
The Avangate Support Team
Final Consumer Response /* (4200, 11, 2014/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have just logged onto my Citibank account and there are no pending transactions or statement transactions showing from Avangate as of today (04/08/2014)Please leave this complaint open until I can verify that they have actually credited the charge - Citibank's page is always up to the minute, so I will check at the end of the business day today and let you knowThank you

Initial Business Response /* (1000, 6, 2014/07/14) */
Dear ***,
I am sorry to hear about this situation
I have checked our records and it appears that, on July 7th, our Financial Department has emailed you a check of USD, corresponding to a refund for order XXXXXXXX
The
billing address provided in the order is *** *** *** *** Pensacola, Florida, ZIP XXXXX
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 8, 2014/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent a check for so the case can be closedThank you for your assistance
*** ***

Initial Business Response /* (1000, 5, 2015/11/13) */
Dear ***,
I am sorry to hear about your situation
According to our records, you have purchased the Bitdefender Antivirus Plus license in XXXX-XX-XXThis year it was renewed automatically since the renewal option
remained enabled during your first purchase
Prior to this renewal we have sent you reminder notifications on Sep 23, Oct and Oct 16, and unfortunately, since we did not receive any requests from you to cancel this, the license was extended
However, we have managed to cancel this renewal order for you and a full refund has just been issuedWithin the next week the amount should reflect on your account as a credit
Best regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the company did the right thing in refunding my money for a product I was charged for and never used thank you Revdex.com

Initial Business Response /* (1000, 5, 2014/02/12) */
Dear ***,
If the order and product are the following:
Order Reference #***
Website: http://***
Amount: -USD
EMAIL: ***
Product(s): x Bitdefender Family Pack
x Bitdefender PC
Optimizer (intervention)
Order status: Refunded
Then the money have been refunded on the 3rd of February - you should be able to check this information with PayPal as wellWe apologize for any delay in this operation, however refunds are handled exclusively by the software publisher, in this case, BitDefenderA simple phone call to BitDefender would have solved this within a couple of days at most
Thank you for your understanding,
Avangate Support Team
Final Consumer Response /* (2000, 7, 2014/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Remember taking responsibility is probably the right thing to doIt turned out there was an employee error when they marked my complaint as a chargebackAND therefore, tied it up!

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Mr***,
Thank you for contacting us
We apologize for any inconvenience caused and the trouble you had to go trough to get a refund
Please be informed that the refund has been issued on XXXX-for the amount of
$on the card ending in You can check with the bank to see if the refund was posted
Sincerely,
***
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
I have heard from the companyThey put the money back in my back accountIt's pending
Thank you for your help

Initial Business Response /* (1000, 5, 2014/09/19) */
Hello, ***
We are sorry to hear about this unpleasant experience
Avangate solely manages the eStore for TechLiveConnect, the company from which you have bought the service
I have asked our Financial Department to process a
refund for the remaining USDThe funds should be available in your account within the next 2-business daysPlease keep an eye on your ***@gmail.com address as you will be receiving an email confirmation from them once the refund is processed
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your fast response to my problemI appreciate the full refund but will not rest until it is actually credited to my Visa cardThank You*** **

Initial Business Response /* (1000, 5, 2014/06/30) */
Dear ***,
We apologize for any inconvenience created
The product is delivered electronicallyThe license code has been delivered to your Yahoo.com address on 23/06/XX XX:XX +2h (proof attached)
For your convenience, we will
process a refund for USDThe funds will be available on your Visa card within the next business days
In case you need further assistance, please contact us using the means below:
http://www.avangate.com/contact-us/
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/04/21) */
Dear ***,
Please be aware that Avangate does not sell any productsOur company manages the eStore for various Software and Online Services companies, providing secure online payments to their customers
The USD amount
has been deducted as the automatic license renewal for System Mechanic Professional, from www.iolo.com, has remained enabledHowever, a refund has been processed on XXXX-XX-XX, after reaching our customer support regarding this issueAt this point, the funds should already be back on your MasterCard
Have a great day!
*** C
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/09/17) */
Dear ***,
Avangate manages the eStore for TechLiveConnect.com, providing the Shopping Cart on their websitesWe are not affiliated with the manufacturing and rendering of their services
TechLiveConnect is a company that offers
technical support for PCs and other hardware items, by remotely fixing/offering maintenance themThere is no physical delivery for this service
Avangate will be able to issue a refund for this orderHowever, on XXXX-XX-XX, we have received a dispute for this order from your issuing bankWhile the dispute is still opened, the cancellation cannot be performed as our account will be debited twice for the orderThere are currently two courses of action:
- You can leave the dispute open and you will be refunded directly by the bank which will later on debit our accountThe downside to this would be that the process might take a couple of months
- You can close the dispute and Avangate will refund you directlyThis should occur much faster as, once we get the confirmation of the closure, we will return the funds
You can reach Avangate at:
http://www.avangate.com/contact-us/
Sincerely,
The Avangate Support Team
Initial Consumer Rebuttal /* (3000, 7, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been several months since this issue was first raised with AvanGate, and now they are saying "if you drop the dispute through the card issuer, we'll make it right, but we can't keep correct accounting if you have a dispute open" this is ridiculous, in this age of computer-managed accounts
TechLiveConnect are engaged in fraudulent sales practices, using AvanGate as the banking service - I would expect that AvanGate *should* want to terminate their contract with TechLiveConnect and resolve all disputes quickly
I have already been refunded the money from my bank (Christian *** Credit Union, or CCCU), and the only remaining step would be for AvanGate to complete their activities regarding the dispute
AvanGate's statement indicated the dispute was initiated 7/24/2014, although the dispute was actually raised with CCCU prior to 6/20/
I do not understand at all why AvanGate and TechLiveConnect cannot simply resolve the existing banking dispute case, and simply notify all parties (Revdex.com, me, and the *** *** Credit Union, the card issuer)
I have spoken to my bank (CCCU), and I am going to leave the dispute process in place
I also do not wish to close this Revdex.com complaint, as the public should be warned that TechLiveConnect (and by extension, AvanGate) is preying on unwary people with information to take their money
*** ***
Final Business Response /* (4000, 9, 2014/09/30) */
Dear ***,
Thank you for getting back to us
Whenever a card holder opens a dispute, the issuing bank notifies the merchant (in this case, Avangate) of the customer's claim and requests proof needed to investigate it and establish whether it is founded or can be rejected
At this point, Avangate has offered all the requested info to your bankIt is them who will close the dispute after their investigation - either in your favor, or in the Merchant's favorPlease be advised that the dispute process is typically a lengthy one (ranging from to months)
Your notes have already been forwarded to our Partner so they may investigate the quality of the work that has been performed on your PC
Sincerely,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/02/27) */
Dear ***,
I am truly sorry to hear about this inconvenience
Please be aware that Avangate solely manages the eStore for www.bitdefender.comWe do not manufacture, sell, nor offer any technical support for the products offered
on their website
Our records show that the order reference number XXXXXXXX has been refunded by BitDefender, for the full amount of USD, on XXXX-and the funds should already be available on your Visa card at this point
Wishing you a lovely day!
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though I finally did receive the refund back on my credit card, Avangate offered ZERO help in the matterTheir phone reps are rude and trust me when I say this, if I ever buy something online and Avangate is the payment processor, I will not allow them access to my credit cardWorthless company
Final Consumer Response /* (2000, 9, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though I finally did receive the refund back on my credit card, Avangate offered ZERO help in the matterTheir phone reps are rude and trust me when I say this, if I ever buy something online and Avangate is the payment processor, I will not allow them access to my credit cardWorthless company

Initial Business Response /* (1000, 5, 2015/03/13) */
Dear ***,
I am sorry for your inconvenience
Please note that Avangate manages the eStore for various Software and SaaS companies, providing secure online payments to their customersWe do not sell any products
The
refund for Driver Restore Year License from www.securewebpayments.com has already been authorized after receiving your cancellation request via e-mailThe full amount of USD should show up on your bank statement within a maximum of business days
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/03/17) */
3-17-
Sent via email:
Thank you *** company refunded my money, I'm satisfyThanks again

At this point, I will say this is a neutral review as I am waiting for a refund requested on the Website I found that the software performed reasonably well at first, then I started finding minor spyware notices from *** and *** I did not recognize what they were so I deleted them and after they kept reappearing, I called my son who is a computer engineer He suggested I delete the *** software and chose something he recommended, which I did months after deleting, I was charged for a renewal that I was not contacted about This is higher than the initial purchase, however the first charge was advertised as a special price If I liked the software, I could understand the increase, or at least if they had notified me first If I were ever to recommend this stuff to anyone, it would be for the price only the first year The "possibly unwanted program" issue is more of an irritation than a problem according to my son
I may change this if I do not get my refund in a timely manner

Initial Business Response /* (1000, 5, 2015/09/28) */
Dear *** ,
I am sorry to hear about this unpleasant situation
Avangate manages the eStore for Bitdefender.com, as well as for other Software and Software-as-a-Service companies, providing online payments to their shoppersWe do
not manufacture any products
These orders were placed because the automatic renewal was enabled during your initial purchaseThe auto-renewal policy was communicated in the service provider`s Terms and Conditions, to which you have agreed when you purchased the software
Refunds are approved directly by the software / service provider
We have already sent Bitdefender a separate message informing them of your refund request and also sent you a copy of that on your email address ***@*** and they will contact you in the shortest time possibleIf you want to follup on the status of your request, please call their Support Line at *** (CA)
We also hereby confirm that we have disabled the automatic license renewal so that you will not be charged further more
Thank you in advance for your understanding
Best regards,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bit Defender has agreed only to refund the charge for and promise to refund to my credit cardThey do not comment on the incorrect charges in and except that I had selected automatic renewal years before when I was a satisfied customerI would accept refund of charge and eat the charge as a last resort
Final Business Response /* (4000, 9, 2015/10/09) */
Hello,
Thank you for contacting Avangate
We do apologize for the trouble that you went through asking for the refundWe saw that you have called us on September the 28th requesting for the refund of the last orderThe refund for the CAD was issued on XXXX-XX-XX
If you want the refund for the past years, please contact Bitdefender at *** (CA)
Sincerely,

Initial Business Response /* (1000, 6, 2015/03/06) */
Dear ***,
I am sorry to hear about this unpleasant situation
Avangate manages the eStore for Bitdefender.com, as well as for other Software and Software-as-a-Service companies, providing online payments to their shoppersWe do
not manufacture any products
The charge of $ has been applied indeed as an automatic renewal of the license originally bought on XXXX-, as the option remained enabled during the ordering process on Bitdefender.comThe automatic renewal is stated in the shopping card, right before the "Confirm Order" button, as:
"Continuous Protection provided by Bitdefender will keep your computer protected from latest viruses and Internet threats by Automatically Renewing your subscription at the then-current renewal price plus applicable taxYou will be notified by email about renewal prior to the expiration of your subscriptionWithout taking any actions you authorize Avangate, online vendor of Bitdefender, to automatically charge your credit card by using the contact and billing information you provided for your purchase today."
Below it, there is the option of disabling this feature, as well as the mention that it can be removed at any time by contacting the Customer Care
Furthermore, a subscription expiration notification has been sent to ***@gmail.com by Avangate, days ahead of the charge being processed, allowing you to decide whether to continue with the charge or to simply disable the auto-renewalUnfortunately, in some cases, the notification may be received in the Bulk/Spam folder, rather than the Inbox, depending on the security levels of your e-mail address
We would like to confirm that we have disabled the auto renewal option for you, so there will be no future charges
In order to settle this matter we have canceled the transaction and processed a full refund ( $ 89.95) for you The money will be returned to your account within the next couple of business days
Kind regards,
***

Initial Business Response /* (1000, 10, 2015/01/05) */
Hello, ***
Avangate does not sell any productsOur company manages the eStore for various Software and SaaS companies, providing secure online payments to their customers
On XXXX-XX-XX, you have purchased a technical support
plan from TechLiveConnect.com for USD with the following order details:
Order Reference #XXXXXXXX
Website: http://www.***.com
Amount: USD
EMAIL: ***@outlook.com
Product(s): x TLCPS PC Month $
Order status: Processed and delivered (2014-12-19:12:GMT+1)
A full refund for this order was issued on XXXX-and the funds should already be available in your account
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 12, 2015/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company did in fact refund me for the full amount, which was my requestI do think they need to be a little more educated regarding the websites and internet companies they deal withA bad site as I encountered can create a bad reputation for an innocent company

Initial Business Response /* (1000, 5, 2014/07/22) */
Dear ***,
Avangate manages the eStores for various Software and SaaS companies, providing online payments for their customers
We were able to locate the order made by Mrs*** and have forwarded your feedback to the
Publisher for investigation
Regarding your refund request, we have received the dispute from American Express on XXXX-XX-XXWhenever a dispute is opened, the refund process is no longer managed by Avangate, but by the issuing bank/credit card company
Upon checking with our Financial Department, it appears that the dispute was won and you will receive the money back
In case you need further assistance, please contact us using one of the channels listed below:
http://www.avangate.com/contact-us/
Sincerely,
***
Customer Service Manager