Avangate, Inc.

Initial Business Response /* (1000, 5, 2014/07/25) */
Hello, [redacted].
I am really sorry that you could not find our contact details.
Our contact details are included in the renewal notifications, as well as on our website.
I can see that, on XXXX-XX-XX, you have sent us an e-mail...

requesting the cancellation of the recurring payments option for your account. This feature has been disabled on the same day. There will no charges from Avangate.
Our contact numbers can be found by accessing the link below:
http://www.avangate.com/contact-us/
Sincerely,
[redacted] R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/05) */
Dear [redacted],
Our records show you have contacted our support department on 2014-Feb-01 and, as a result of your request, order ref. no. [redacted] has been canceled and the corresponding transaction in the amount of 54.50 USD...

was not completed (the respective amount was never debited from your account due to the fact that order ref. no. [redacted] had been set to undergo additional verification).
Based on the feedback you have provided during the conversation with our support representatives two options were given to you in order to help you validate the order being discussed:
1. provide the documentation requested in the original correspondence sent to [redacted]
2. update the order details in order to correctly reflect the information you have provided regarding the delivery details
Both suggestions were declined and the order has been canceled as per your request. However, our records also show that approximately 30 minutes after the cancellation of order ref. no. [redacted], another purchase was initiated from your end on http://[redacted] in accordance with the second suggestion listed above. As a result, the respective order has been successfully processed and delivered. If you require further details regarding this case please let us know so we can proceed accordingly.
Best regards,
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/03/30) */
Dear [redacted],
I am sorry to hear about this unpleasant situation.
Avangate manages the eStores for various Software / Online Services companies providing secure online payments for their customers. Our assistance is limited to...

addressing inquiries related to payment processing.
Support for any issues other is provided by the software / service provider (Jihosoft). This includes: download, registration, installation, pricing (sales discounts), product details and full technical support for the purchased software.
In order to settle this matter we have canceled the transaction and processed a full refund ( $ 49.95) for you . The money will be returned to your account within the next couple of business days.
Kind regards,
[redacted] R
Initial Consumer Rebuttal /* (3000, 7, 2015/04/01) */
4-1-15
Dear Ms. [redacted]:
Thank you for messaging me about my complaint regarding Jihosoft/Avangate. I am forwarding you the message I received last night. I have not received my refund yet, so I e-mailed them asking me to contact me as soon as they transfer the money back into my account. Hopefully, that will be before April 15. What should I do in the meantime? I can't say that I'm satisfied and that the situation is resolved until I get my refund. Please advise. I will contact you as soon as I hear back from the company.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2015/04/09) */
Dear [redacted],
Kindly note the refund has been successfully processed from our side on XXXX-XX-XX with bank reference XXXXXXXXXX. For further details, you may also confirm this with your bank.
Best regards,
[redacted] C.
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/12/08) */
Dear [redacted],
I am really sorry for this bad experience.
I want to let you know that, at Avangate, we solely manage the eStore for TechLiveConnect and other Software and SaaS companies. We do not manufacture any...

products.
However, I was able to process a refund for you. The charges for 69.95 USD, 100.00 USD and 349.99 USD will be returned to your account within 7 business days.
I have also forwarded your comments to TechLiveConnect in order for them to review the service delivered to your by the representative.
Sincerely,
Avangate Support Team
Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have got back the $100.00, $349.99, and $69.95, and I do appreciate that BUT the 8/18/14 PCDRIVER $39.90 I have not got any response on. That was the beginning of the HL that started this and I have lost the use of my laptop. Still would like to get back that refund too. THANK YOU
Final Business Response /* (4000, 13, 2015/01/06) */
Hello, [redacted].
The 39.99 USD charge was not processed by Avangate. It was either processed by TechLiveConnect directly or by a different e-commerce provider processing their payments.
My recommendation would be to either dispute the transaction with your bank or to cancel it through the Software Publisher directly (their phone number is XXX-XXX-XXXX).
Sincerely,
[redacted] R.
Customer Service Manager
Final Consumer Response /* (2000, 15, 2015/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I contacted the Revdex.com in Texas and Driver Support did refund my $39.90.

Initial Business Response /* (1000, 7, 2015/03/13) */
Dear [redacted],
I am sorry for your inconvenience.
Please be aware that Avangate solely manages the eStore for www.iobit.com. We do not manufacture, sell, nor offer any technical support for the products offered on their...

website.
The charge of 89.92 USD has been processed as an automatic renewal of the bundle initially purchased on XXXX-XX-XX, containing the following products: IObit Uninstaller PRO (1 year subscription), Advanced SystemCare 8 PRO (1 year subscription / 3 PCs), Smart Defrag 3 PRO (1 year subscription) and Protected Folder (1 year subscription). Besides this bundle, you have also purchased an Advanced SystemCare 7 PRO (1PC, 1yr subscription) license and a Backup CD on XXXX-XX-XX.
Kindly note that a full refund has been issued for the order reference number XXXXXXXX on XXXX-XX-XX and the 89.92 USD should be available in your PayPal account within a couple of days.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 9, 2015/03/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I did receive my refund of $89.92. However I informed this company that they are responsible for my overdraft fee of $30.00. My subscription renewal should have auto taken in October 2015. The auto renewal should not have taken place this early since I only had the software for five months and I only order the AdvanceCare system 7 pro and the iorbit cd total payment of $26.00 I did not order any other software and they had no right to go into my account. I am not satisfied with this company, they still are responsible for the overdraft fee they caused me.

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear [redacted],
Refunds are approved directly by Bitdefender.
We have already informed them of your refund request and are currently awaiting their reply. You should have received a copy of the refund request we sent to...

Bitdefender.We will notify you as soon as we receive any updates from them.
Please allow up to 5 business days for a response from them or a resolution to the matter. Should you not receive any new updates after 5 business days, please let us know so we can assess the situation and determine a final resolution for the case.
We do apologize for the inconvenience caused.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/06/25) */
Hello [redacted],
I am really sorry for this unpleasant situation.
Avangate manages the eStores for various Software and SaaS companies. It appears that, indeed, your details have been used by someone to purchase an antivirus from one...

of our Partners - Kaspersky Lab UK Ltd. Below are the order details:
Order Reference #XXXXXXXX
Website: http[redacted]
Amount: 449 CZK
Name: [redacted]
Product(s): 1 x Kaspersky Anti-Virus 2014
Order status: Processed and delivered (2014-06-15 01:11:18 GMT+1).
If you have already claimed this purchase as being fraudulent, your bank will contact us and we will be able to provide them with all the billing details that were used in the order (including IP, billing address).
We strongly recommend that you scan all the computers in your household for any potential malware products (that can be used to obtain sensitive information such as passwords, card numbers, billing addresses). Also, please check your account for any suspicious transactions (other card numbers, PayPal account etc) within the next couple of weeks.
I have also sent a refund notification to Kaspersky and have informed them that this purchase was reported as being potentially fraudulent and instructed them to authorize us to issue a refund.
In case you need any further details regarding the refund, please contact our 24/7 Support Center at:
http://www.avangate.com/contact-us/
Sincerely,
[redacted] R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/08) */
Dear Mr. [redacted],
We do apologize that you did not get the refund in a timely manner. Please note that we have contacted our financial department to issue the refund for the full amount as soon as possible.
As soon as the refund is...

issued, you will be notified via email.
We are sorry once again for the trouble.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When is "as soon as possible"? It has been months since I was promised a refund. I want a firm commitment to a date in December 2015.
Final Business Response /* (4000, 9, 2015/12/14) */
Dear Mr. [redacted],
Thank you for the answer.
The refund was done on XXXX-XX-XX for the full amount to the card ending in 5065. Please check your statement for the refund.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/11/24) */
Dear [redacted],
I am really sorry to hear about this.
Avangate manages the eStore for thousands of websites selling Software and Software-as-a-Service products. We do not manufacture any products.
I have located an order under...

your name for 39.95 USD for which I have already submitted a cancellation request. The money will be returned to your account within the next 5 business days.
It appears that this was an automatic renewal for a System Mechanic product purchased in 2013 from Iolo.com. I have also stopped the automatic renewal for your account so there will be no more charges.
Sincerely,
[redacted] R.
Customer Service Manager

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear [redacted],
Thank you for your message.
We have sent a refund request to the Software Publisher (http://www.zeallsoft.com) informing them of the issues you have encountered using their product and of their delay in replying to your...

request for restitution of the funds.
A copy of the refund request was also sent to your Hotmail.com e-mail address, so as to have it for your own records.
Within the next 5 business days, you should receive a reply from Zeallsoft.com regarding your request.
Should there be any problems with the refund process and/or the software manufacturer, please inform us.
Best regards,
The Avangate Team
Final Consumer Response /* (2000, 7, 2014/03/18) */
Avangate contacted me notifying that they did request a refund through Zealloft; though there hasn't been any response from Zealloft.
I did however, contact my bank notifying them on the matter and they did get my $49.95 back. So this matter is resolved and thank you for taking time to help. However, I think Zealloft is a "sketchy" software and the public should be noted on this site/program; and especially their customer support that are unwilling to help. Definitely never suggesting them to anyone.
Thanks Revdex.com,
[redacted].

Initial Business Response /* (1000, 5, 2016/01/20) */
Dear [redacted],
We are sorry for the inconvenience caused in reaching Avangate and requesting for a refund.
We are pleased to inform you that both charges in the amount of $265 have been refunded on 2016-01-18 on you card ending...

in [redacted]
If you do not see it on you statement, please call the bank in this regards.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2014/03/14) */
Dear [redacted],
Thank you for your message.
Our records indicate that, indeed, on XXXX-XX-XX, we have sent a refund request to the Software Publisher, ChengDu Digiarty Software Inc. (http://www.winxdvd.com). A copy of the request has...

also been sent to your Yahoo.com address.
According to the refund policy, the vendor must provide us with an answer to your request within 5 business days. Since this did not occur, I have asked our Financial Department to process a refund for this order. The refund will be processed within the next 24 hours and the funds should be available on your card within the next 3 business days.
Sincerely,
The Avangate Team
Initial Consumer Rebuttal /* (2000, 11, 2014/03/18) */
my complaint has been resolved to my satisfaction. I received a full refund.

Initial Business Response /* (1000, 5, 2015/07/16) */
Dear [redacted],
I am sorry for the inconvenient situation you had to deal with.
Kindly note that Avangate solely processes the payments for IObit, as well as various other Software and Online Services companies, providing secure online...

payments to their customers.
We do not upsell, provide product information and our agents do not have the possibility, from a technical standpoint, to remotely access any devices, nor provide technical support services for any of the companies we collaborate with. Our assistance is exclusively payment-related.
Our records show the registration information was sent to [redacted]@gmail.com within minutes of the transaction being completed, however, in some cases, the information is received in the Bulk/Spam/Junk folder, instead of the Inbox, depending on the security levels of your e-mail provider.
We have not had any calls from you (you can find the complete list of customer support numbers here: http://www.avangate.com/shopper-support/call-center-support.php, for verification), nor any e-mails concerning this subscription, thus, you might have contacted the technical team providing support on behalf of IObit directly.
Given the circumstances, I have cancelled your order and issued a full refund for the paid amount. The funds will show up in your account balance within 2-6 business days. Furthermore, I have forwarded your feedback to IObit and they will also directly reach you with details on this particular situation.
Best regards,
[redacted] C.
Avangate Customer Support

Initial Business Response /* (1000, 5, 2015/04/15) */
Dear [redacted],
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 shoppers. We do...

not manufacture any products.
The charge of $ 89.93 has been applied for Bitdefender Family Pack 2015 and Bitdefender PC Optimizer - 1 intervention. Those products were purchased manually by you on XXXX-XX-XX.
Please be informed that the renewal notification that was sent to you was indeed for an automatic renewal of the license originally bought on XXXX-XX-XX, Bitdefender Total Security 2015, as the option remained enabled during the ordering process on Bitdefender.com. The 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 tax. You will be notified by email about renewal prior to the expiration of your subscription. Without 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. Please be informed that one product from Bitdefender does not substitute another one so we have sent you the renewal notification for Bitdefender Total Security 2015 not for Bitdefender Family Pack 2015 and Bitdefender PC Optimizer - 1 intervention.
Furthermore please note that the old license has not been renewed so your account was not debited twice.
We would like to confirm that we have disabled the auto renewal option for you, for all licenses , so there will be no future charges and also you will not receive any more notifications from Avangate.
In order to settle this matter we have canceled the transaction and processed a full refund ( $ 89.93) for you . The money will be returned to your account within the next couple of business days.
Kind regards,
[redacted] R.

Initial Business Response /* (1000, 5, 2015/04/02) */
Dear [redacted],
I am sorry to hear about this problem.
Avangate manages the eStores for various Software / Online Services companies providing secure online payments for their customers. Our assistance is limited to addressing inquiries...

related to payment processing. We do not manufacture any products.
Support for any issues other is provided by the software / service provider (Bitdefender.com). This includes: download, registration, installation, pricing (sales discounts), product details and full technical support for the purchased software.
We understand that this is unpleasant situation and in order to settle this matter we have canceled the transaction and processed a full refund ( $ 99.99) for you . The money will be returned to your account within the next couple of business days.
Kind regards,
[redacted] R
Initial Consumer Rebuttal /* (2000, 7, 2015/04/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund is what I had asked for with Avangate in my initial request to Avangate. Thank you.

Initial Business Response /* (1000, 5, 2015/10/13) */
Dear Mr. [redacted],
Thank you for contacting Avangate.
We are sorry for all the trouble you went through to get the refund. We saw that you have called us to ask for the refund and to cancel the account.
As a result, we would like to...

let you know that the account has been cancelled and the refund was issued on XXXX-XX-XX for the full amount.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/02/01) */
Dear [redacted],
I am sorry for the hassle you have dealt with.
Kindly note Avangate solely manages the eStore for www.systweak.com. We do not manufacture, nor sell any of the products listed on this website.
Our records show you...

have opened a dispute with your card issuer which has been closed in our favor. However, a refund has already been issued on XXXX-XX-XX for the full amount of 399 USD and the credit should already show up on your Visa card balance.

Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Avangate has refunded my money and I am happy with how they handled the matter.

Initial Business Response /* (1000, 5, 2015/01/07) */
Dear [redacted],
I am sorry for the inconvenience.
Avangate solely manages the eStore for Bitdefender.com, providing secure online payments for their customers. We do not manufacture their products.
Our records indicate that, at...

the moment of the original purchase, on XXXX-XX-XX, you have enabled the automatic renewal feature for the Bitdefender Internet Security antivirus. On XXXX-XX-XX, Avangate has also sent a renewal notification to your AOL.com e-mail address informing you of the upcoming charge. The message also provided instructions on how to opt out of the recurring payments. Unfortunately, since the feature was not disabled, your VISA card was billed for the renewal.
A refund for the 79.95 USD has been processed on XXXX-XX-XX and the funds should already be available in your account. Together with the cancellation of the transaction, the automatic renewal has been disabled so there will be no further charges.
Sincerely,
[redacted] R.
Shopper Support Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/01/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/18) */
Dear [redacted],
If for some reason you have not received the email message from the Software Publisher (http://[redacted]) containing your registration details, please note your licensing information can be retrieved by...

going through these steps:
1. access the following link http://[redacted]
2. choose either of the two methods listed on the webpage and input the requested details as presented below:
- for Method One, insert the email address registered with your purchase ([redacted])
- for Method Two, insert the order number registered with your purchase ([redacted])
3. Click on the "Submit" button
Upon completing these actions, the website will list back a download link for your purchased software as well as its corresponding license key.
If you require further information on this subject please let us know.
Best regards,
Avangate Support Team

Initial Business Response /* (1000, 5, 2014/04/17) */
Dear [redacted],
Thank you for contacting us.
Our records indicate that, on 2014-03-27, you have bought two products from one of the companies for which we process the payments: http:/[redacted].
Please find below the...

details of your orders:
Order Reference #XXXXXXXX
Website: http:/[redacted]
Amount: 49 USD
EMAIL: [redacted]@msn.com
Product(s): 1 x Preparedness Platinum Package
Order status: Processed and delivered (2014-03-27 20:31:32 GMT+1).
Order Reference #XXXXXXXX
Website: http:/[redacted]
Amount: 37 USD
EMAIL: [redacted]@msn.com
Product(s): 1 x Conquering the Coming Collapse: Real, Proven Survival Strategies When Money Turns Into Dust
Order status: Processed and delivered (2014-03-27 20:22:11 GMT+1).
Both products have been delivered to your MSN.com address in the same day.
Please contact our Support Center available at the below link should you have any further questions.
http://[redacted]
Thank you.
The Avangate Team