Avangate, Inc.

Initial Business Response /* (1000, 5, 2014/07/22) */
Hello, ***
I am really sorry to hear about this
I was able to locate the charge in our recordsIt appears that it was a renewal of an antivirus purchased from www.bitdefender.com last year by Mr*** *** with your billing
details
The order details are:
Order Reference #XXXXXXXX
Website: http://www.bitdefender.com
Amount: USD
EMAIL: ***@aol.com
Product(s): x Bitdefender Total Security
Order status: Processed and delivered (2014-07-15:47:GMT+1)
When making the original order, Mr*** also enabled the continuous protection for this service
For the moment, I have stopped any recurring payments for your account
In case you would like us to also submit a refund request to Bitdefender, please contact us using one of the channels below and we will take care of this for you
Sincerely,
***
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the company still did not credit my account but sent an email to a "***" offering a discount to continue - I contacted the number again on 7/22/to have the refund process as whe nI called them on 7/They said they would forward it again to sales to have it creditedI stated that this was to already to have taken place and it still has not happened to this day
Final Business Response /* (4000, 9, 2014/07/25) */
Hello, ***
The order was refunded on XXXX-and the USD have been returned to your card
I hope that this has cleared up the issue and I would like to offer my apologies again for the inconveience the recurring payment might have caused
Sincerely,
*** R
Avangate

Initial Business Response /* (1000, 5, 2014/03/18) */
Dear ***,
Thank you for contacting Avangate
We are unable to locate your order based on the information provided
Please provide two or more of the following, in order for us to be able to assist you:
- Reference number of
the order; (if paid by PayPal, you can find the order reference number in the transaction details within your PayPal account under InvoiceID)
- Email address used in the order (if paid using PayPal as payment method, provide us with your PayPal email address.)
- First digits and last digits of the card charged;
- Date of the charge;
Thank you for understanding
Kind regards,
Avangate Support Team
Initial Consumer Rebuttal /* (3000, 7, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a strange response, since I received an email from them after filing the complaint, in which they said they issued the refund last monthThey said we should check with our financial institutionWe didand no, they hadn'tSo, I don't understand why they're saying something different hereAlso, I never received the email referenced here, so how am I supposed to provide this information to themIt just feels like a gigantic runaround to me
Final Business Response /* (4000, 9, 2014/03/24) */
Dear ***,
Thank you for contacting Avangate
Your order appears to have been made under a different name (Stewart C Griffin) and a different e-mail address ***@yahoo.com
Please be advised that a refund for this order was processed on 2014-02-and the funds have been returned to the card originally chargedThe amount refunded was the original order amount (USD)
A confirmation e-mail was also sent to the Yahoo.com address on file
Thank you
The Avangate Team

Initial Business Response /* (1000, 5, 2014/07/25) */
Hello, ***
I am really sorry about this situation and for the potential inconveniences
Our company - Avangate - manages the eStores for various Software Publishers and SaaS companiesI was able to locate the transaction in our
recordsThe charge is for a yearly subscription to our of our Partner's products - Stopzilla.comBelow are the details of the product:
Order Reference #XXXXXXXX
Website: http://www.stopzilla.com
Amount: USD
EMAIL: ***@yahoo.com.au
Product(s): x STOPzilla AntiVirus 1pc/1yr Renewal
Order status: Processed and delivered (***)
The service was set to renew on a yearly basisI can see that there were two renewal notifications sent to your Yahoo.com.au address (on Jun 23, and Jul 16, 2014)Unfortunately, as the recurring payment was not disabled, your service was extended for one more year
For your convenience, I have asked our Partner to refund the chargeAs soon as we receive their confirmation, the USD will be returned to your cardPlease allow up to business days for the process to be finalized
The automatic renewal was also stopped
In case you need further updates, please contact us at the details belowWe are available 24/
http://www.avangate.com/contact-us/
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
This matter was not resolved it was still taken out of my account
Final Business Response /* (4000, 9, 2014/07/30) */
Hello, ***
The refund was processed days agoThe funds have been returned to you as a credit
Please check directly with your bank
Sincerely,

Initial Business Response /* (1000, 5, 2015/06/30) */
Dear ***,
I am sorry for your inconvenience
Please be aware that Avangate solely processes the payments for www.tomsplanner.com, as well as various other Software and Online Services companies, providing secure online
payments to their customers
Firstly, I would like to clarify the fact that your initial subscription with www.tomsplanner.com was a quarterly one, for which you have paid online USD, on XXXX-XX-XXIn order for you to have this subscription, you would have to register and get the following message:
"Registration
Your Tom's Planner account is registered successfully
To activate, upgrade, downgrade or renew this account please continue to our payment page at Avangate.comAvangate is our payment partner who will process your payments."
Furthermore, while in the shopping cart, you have to follow a two steps check-out:
Billing Information - where you have enter your personal information (name, billing address, e-mail address) and select the method of payment and currency
Review and Place Order - where you get to verify the information previously supplied, enter the card number (with all of the details - card number, CVV, expiration date and card holder name)
On the same page (Review and Place Order) you have the Place Order button, however, for you to click on it, you have to read through the following:
"Note: you will be charged automatically every monthsThe automatic payments will stop instantly when you decide to cancel your Tom's Planner accountYou can cancel your Tom's Planner account any time you like
By placing this order you agree to the Terms and Conditions."
Please note that, based on the individual contract with each vendor, in some cases Avangate is not authorized to issue a refund, without the software manufacturer's approvalIn such cases, Avangate solely mediates this process until a resolution is provided by the vendor
After calling our Customer Support line on June 27th, my colleague has sent through a refund request to www.tomsplanner.com and also sent you a copy of it for your recordsA refund has been approved for the full amount on June 28th and the funds will be showing up on your Discover balance within a couple of business days
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We all know how to place orders online and probably 3/4th of Americans do this every day, The problem I have with companies like yours is that you are telling me that I did things that I have not done
Also, your colleague make it perfectly clear that he couldn't even get in touch with Toms Planner, all he could do was do what I did, and that was get in touch with customer service of Toms Planner and ask for a refundAnd they did send me a letter telling me to look for the refund on my CC statementI haven't seen it Yet
But the real question is how can you work for a company and not be in communication with them??? Your company is taking money on behalf of another company but you cannot return it? I believe most people like myself wouldn't understand that
And your colleague was not helpful at allYour colleague told me, he couldn't call Toms Planner because he didn't have a number to callIf your company doesn't offer customer service then don't try to!!! link your service page to Toms Planner customer service
Final Business Response /* (4000, 9, 2015/07/03) */
Dear ***,
I think there is a slight misunderstanding
Avangate solely handles the shopping cart on behalf of vendors - according to their pricing, for the products/services sold or performed by them, we have to get their agreement before issuing any refunds, either in full or partialIn most cases the reimbursement in granted based on the Terms of Service of the vendor - and this is applicable to most companies
Since Avangate and Tom's Planner are two separate companies, the relevant contact information is displayed according to the case: while on www.tomsplanner.com, under the contact section, you will see their contact form and e-mail address, while in the shopping cart (for payment related issues), our details will show upThe payment receipt sent by Avangate will state clearly you can direct your billing-related issues to our Customer Support, while technical support situations will be addressed by the vendor
Indeed, Tom's Planner do not have a contact phone number, as you can see here: http://www.tomsplanner.com/gantt-chart/aboutus.aspx#contact-anchorHowever, we do communicate with their team via e-mail and receive a resolution in up to hours to any request
This is also confirmed by their prompt response to the refund request my colleague sent on your behalf (that was sent to you as well, as a copy) - hours after your call to our Support line, the refund had been approved by Tom's Planner
For any further questions you may have on the matter, feel free to contact us at our 24/Customer Support line (XXX) XXX - XXXX (local)
Best regards,
*** C
Avangate Customer Support

Initial Business Response /* (1000, 5, 2015/02/04) */
Dear HM,
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-XX-XX, 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 ***@nc.rr.com by Avangate on Jan 10, XXXX XX:XX, 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 account
At this moment, it appears that you have opened a dispute with PayPalWhenever you initiate a dispute, the issuer (PayPal) launches an investigation in order to establish whether the holder's claim is true or not and can decide in favor or against itIn this case, you may either proceed with the dispute or your may close it and Avangate will mediate the refund process for you
For further details regarding the refund process, please contact our 24/Shopper Support Team at:
http://www.avangate.com/contact-us/
Best regards,
*** C
Avangate Customer Support

Initial Business Response /* (1000, 8, 2015/03/09) */
Dear ***,
I am really sorry for the situation you have been faced with
Please be aware that Avangate solely manages the eStore for www.systweak.comWe do not manufacture, sell, nor offer any technical support for the products
offered on their websiteFurthermore, our agents do not place outbound calls concerning any of the products sold by our Partners
The charge for USD has been processed by Avangate on behalf of Systweak on XXXX-for technical support services: Lifetime Support Plan and Gold Support PlanYou have opened a dispute through your card issuer (American Express) in December and the amount has been reversed into your account on XXXX-XX-XXThe amount should already be available in your account
Best regards,
*** C
Avangate Customer Support

Initial Business Response /* (1000, 5, 2015/09/15) */
Dear ***,
Thank you for your message
Avangate is a billing company that deals with processing the online payments for various website stores, mainly software providers
The charge for USD was made because the
automatic renewal has been enabled during the initial purchase for the System Mechanic placed on http://www.iolo.com
The auto-renewal policy is communicated in the Software Provider`s Terms and Conditions, to which you have agreed when the software/service was purchased
According to our records you contacted us on September 06, and one of my colleagues managed to identify your renewal order under ***@hotmail.com
You refund has been successfully processed, as requested, on September and I would like to ensure you that the automatic license renewal option has been disabled, so no further charges will ever be processed
Kind regards,
***

Initial Business Response /* (1000, 5, 2016/01/14) */
Dear ***,
I am sorry to hear about all the trouble you went through
I've checked and the renewal order was placed to extend the license for year, due to the automatic renewal option being left enabled during your first
purchase on http://www.bitdefender***
We have also sent you notification emails according to the renewal agreement on October 26, November and November 18,
However, we were able today to update the dispute status into our records and process a full refund for youPlease know that it usually takes from 2-business days for the amount to show up back on your statement as a credit
Kind regards,
***

Initial Business Response /* (1000, 8, 2015/03/04) */
Dear ***,
I am sorry to hear about this unpleasant situation
Avangate manages the eStore for Iobit.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-XX-XX, as the option remained enabled during the ordering process on Iobit.comThe auto-renewal policy is communicated to the customer in the Software / Service Provider`s Terms and Conditions, to which you have agreed when you purchased the software/service
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 ***@msn.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
In order to settle this matter we have cancelled the transaction and processed a full refund ( $ 52.90) for you on 02-13-We have returned the money on the same account that was initially debited
Kind regards,
*** R

Initial Business Response /* (1000, 7, 2015/10/27) */
Dear *** ,
I am sorry to hear about this unpleasant situation
We have checked the charge in question, and indeed it seems that someone has used your details to place an order for a software product called HMA! Pro VPN , but
fortunately our Fraud department has stopped this order from processing and we can confirm that the amount has been released from hold back to your account
We kindly recommend the following :
check your bank account for any suspicious transactions an report them to your bank;
scan your computer using a paid antivirus/anti-malware program for any malware programs and
never provide your credit card information to 3rd parties
For any further concerns , feel free to contact us at :
XXX-XXX-XXXX
Best regards,
***

Initial Business Response /* (1000, 5, 2015/11/24) */
Hello ***,
I am sorry to hear about this unpleasant situation
Please know that Avangate handles the online payment process for various website stores, one of them being http://www.tweakbit.com
I have checked and it
seems that in the shopping cart the price of their product is listed for one month, however when you purchase it you subscribe for one year, hence the price difference
According to our records, you have contacted us about this on November 19, and my colleagues have already processed a full refund on November 21,
Kind regards,
***

Initial Business Response /* (1000, 5, 2015/02/17) */
Dear ***,
Thank you very much for the information provided
Please note that Avangate solely processes Software and Software-as-a-Service companies, providing online payments to their shoppersWe do not manufacture, promote,
nor sell any products
We have received various complaints that agents call posing as Avangate and offering technical support services and we are currently running an investigation regarding this matterYour input is very valuable and I have accordingly forwarded it to my superiors for follow up
Best regards,
*** C
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/02/22) */
Dear *** ***,
We have received your questions related to your orderPlease find your order details below
Order Reference #***
Website: http://***
Amount: USD
EMAIL:
***
Product(s): x UniOptimizer: PCs / 3-Year
Order status: Processed and delivered (2013-09-21:42:GMT+1)
If for some reason you do not have access to the services you have contracted through http://*** we recommend reaching out to the Service Provider http://***) directly by using the following contact coordinates:
Support URL: ***
Support Email: ***
Support Phone: +***
If the purchased services are still not being delivered upon contacting the Service Provider please let us know so that we can proceed with the refunding process
We're looking forward to receiving your feedback in regards to this matter
Best regards,
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/02/03) */
Dear ***,
I am sorry for your inconvenience
Avangate does not sell any productsOur company manages the eStore for various Software and SaaS companies, providing secure online payments to their customersWe do not place
any outbound calls to promote any products, nor render technical support services
The service you have paid for is provided by www.techmind4u.com, and, upon your request, they have issued a refund for the full amount of USD on XXXX-XX-XXThe amount should already be available on your Visa card
Best regards,
*** C
Avangate Customer Support

Initial Business Response /* (1000, 6, 2015/02/18) */
Dear *** ,
Avangate offers software vendors a full featured eCommerce platform, expertise and tools to sell and promote software onlineWe do not manufacture any products and we do not offer technical supportOur assistance is
limited to providing information about payment related issues and questions
We would like to inform you that in order to settle this matter we have cancelled the transaction and processed a full refund ( $ 299.99) for you, on XXXX-XX-XXAs a confirmation I have attached below the refund details :
Order Reference #XXXXXXXX
Website: http://instantcomputerfix.com/
Amount: -USD
EMAIL: ***@comcast.net
Product(s): x Gold Plan
Order status: CANCELED
For further assistance do not hesitate to contact Avangate
Best regards,
*** R
Initial Consumer Rebuttal /* (2000, 8, 2015/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was wrong in assuming Avangate was the party that placed malware on my computerThey are merely the company that processed the credit card transaction for the party that defrauded meThey acted in good faith throughoutI regret having assumed they were at fault when I saw that the $on my statement was from them

Initial Business Response /* (1000, 5, 2014/10/14) */
Hello, ***
I am sorry for the difficulties encountered when reaching our Support Center
I was able to identify the transaction in our recordsPlease note though that was purchased by a different individual working in your
organizationBelow are the order details:
Order Reference #XXXXXXXX
Website: http://www.iobit.com
Amount: USD
EMAIL: ***@***
Name: *** ***
Product(s): x Advanced SystemCare PRO (1PC, 1yr subscription)
Order status: Processed and delivered *** *** GMT+1)
MrsPretorius enabled the automatic renewal on the initial order (the "Enable auto-renewal" box is listed in the Shopping Cart right below the "Email address" field)Moreover, we have sent a renewal notification to her email address on Sep 18, informing her of the upcoming charge and providing instructions on how to stop the automatic renewal
I have stopped the automatic renewal for her account and sent a refund request to IobitOnce we receive their authorization, the refund will be processed
Sincerely,
*** R
Shopper Support Manager
Avangate Support Team
Initial Consumer Rebuttal /* (2000, 7, 2014/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Confirmation that the fee will be refunded

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear ***,
Avangate only manages the eStore for TechLiveConnect.com the company from which you have purchased the serviceWe do not manufacture any products
I have processed a refund for both orders made in July and the funds
will be available in your PayPal account in business days
Order Reference #XXXXXXXX
Website: http://www.techliveconnect.com
Amount: USD
EMAIL: ***@live.com
Product(s): x TLCPS-Driver HQ 1PC1YR $
Order status: Processed and delivered (2014-08-20:45:GMT+1)
Order Reference #XXXXXXXX
Website: http://www.techliveconnect.com
Amount: USD
EMAIL: ***@live.com
Product(s): x TLCPS-Driver HQ 1PC1YR-3PC2YR UPGRD $
Order status: Processed and delivered (2014-08-20:53:GMT+1)
As the payment processor for TechLiveConnect, we can only refund the exact amount(s) that you were charged withIf you need additional compensation, I recommend contacting the Publisher directly using the details below:
Support URL: http://www.techliveconnect.com
Support Email: ***@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2014/09/02) */
Dear ***,
The charge you are referring to is a renewal of a yearly subscription to a software product bought last year from Iobit.com by *** *** Below are the order details:
Order Reference #XXXXXXXX
Website:
http://www.iobit.com
Amount: USD
EMAIL: ***@gmail.com
Product(s): x Advanced SystemCare Ultimate (year subscription, 3PCs)
Order status: Processed and delivered (2014-08-20:51:GMT+1)
At the moment of the initial purchase the service was set to be automatically extended after the expirationOn Aug 01, a subscription expiration notice has been sent to the Gmail.com address used in the original order, also providing instructions on how to opt out of the recurring payment
Avangate manages the eStore for Iobit providing the shopping cart on their websiteRefunds are approved directly by themOn XXXX-we have received your email and a reply was provided the same day
The automatic renewal has been stopped for your accountFor your convenience, I have personally sent a refund request to the Software Publisher Once we receive their authorization, the refund will be processed and the money returned to your account
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** thank you for your replyi was not aware of my wife's purchase- she is living in ** ***Thank you for your prompt and satisfactory solution to this matter*** ***

Initial Business Response /* (1000, 5, 2015/02/03) */
Dear ***,
I am sorry for your inconvenience
Please be aware that Avangate solely manages the eStore for www.***.comWe do not manufacture, sell, nor offer any technical support for the products offered on their
website
At this point, a dispute has been opened regarding this transactionKindly note that whenever you open a dispute, an investigation is opened by the issuer (in your case American Express), who also manages the refund processYou may either proceed with the dispute or your may close it and Avangate will be able to mediate the refund process for you
Alternately, you may contact the software manufacturer for additional information concerning this case at:
Support URL: http://www.***.com/contactform
Support Email: http://www.***.com/contactform
Support Phone: *** (US); *** (CA)
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dispute has already been closed by American expressYou told them you would not refund my moneyThat is the reason I submitted a complaint with the Revdex.com
Final Business Response /* (4000, 9, 2015/02/25) */
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 2013-11-03, 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 ***@msn.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
In order to settle this matter we have cancelled 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,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***