Avangate, Inc.

The worst! Got an antivirus software from them last year as a one off
Now charged me the full amount this year saying there was a payment agreement with themI never made a payment agreement They kept my account details UNAUTHORIZED and then charged me UNAUTHORIZED and now won't give me my money back!!
Be warned!

Initial Business Response /* (1000, 5, 2015/05/14) */
Dear *** ,
I am sorry to hear about this unpleasant situation
Please be advised that Avangate offers software vendors a full featured eCommerce platform, expertise and tools to sell and promote their software products onlineWe
do not manufacture any products, nor provide computer services Our assistance is limited to providing information about the payment processDue the fact that Avangate does not manufacture any products we do not initiate phone calls to sell anything
Based on your complaint we have investigated this unpleasant situation and according to our records on XXXX-you have purchased a technical support plan for your computer (TLC-DriveHQ 1XFixMyP)This service is provided by TechLiveConnect In order to settle this matter we kindly recommend you to get in touch with TechLiveConnect directlyPlease find below their contact details :
Support URL: TechLiveConnect (TLC) http://techliveconnect.com
Support Email: ***@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Kind regards,
*** R

Initial Business Response /* (1000, 5, 2015/09/03) */
Dear *** *** ,
I am sorry to hear about this unpleasant situation
Avangate manages the eStore for www.pcerrorfix.net, as well as for other Software-as-a-Service companies, providing online payments to their shoppersWe do
not manufacture any products
This order was 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
Your order will be cancelled and a full refund issuedIt typically takes between and business days for the amount to be posted in your account
When the refund is processed successfully on our end, you will be sent a separate confirmation message to acknowledge this operation
We have also disabled the automatic renewal option on your account , so that no further charges will be made
Thank you for your understanding
For any further concerns, feel free to contact us
Best regards,
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept your response,and happy to get my money back.You should explain to the customer in big letters that you have an automatic renewal option when ever they purchase one of your products.This option should automatically be disabled when product is ordered.If product is desired again the customer can get in touch with you.Just be honest with the customer, and treat them that way

Initial Business Response /* (1000, 5, 2015/02/03) */
Dear ***,
I'm sorry to hear about your horrible experience
Please be aware that Avangate solely manages the eStore for www.maxutilitiespro.comWe do not manufacture, sell, nor offer any technical support for the products
offered on their website
I can assure you that the data sent from your browser to Avangate servers is always encryptedAll Avangate servers are certified McAfee Secure and scanned daily by ScanAlert for known vulnerabilities
Additionally Avangate does not store any credit card sensitive information
I have cancelled the order for you and a refund for the full amount of USD has been issued to the purchasing cardYou should have this updated in your balance in 2-business days
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the assurance that my data was encryptedI do hope no further problems arise with this situation

Final Consumer Response /* (2000, 6, 2016/01/11) */
I am now in receipt of a refund notice in my Paypal account dated Jan10/so we can close this complaint with thanks
*** ***

Initial Business Response /* (1000, 5, 2014/05/27) */
Dear ***,
Thank you for reaching Avangate
I have checked our records and have found two transactions made on one of our Partners' website - *** - a company offering technical support subscriptions for personal
computers (order details below)Avangate solely manages the eStore for this company providing secure online payments for their customersWe do not manufacture any products
Order Reference #XXXXXXXX
Website: http://***
Amount: USD
EMAIL: ***@windstream.net
Product(s): x Wise Tuneup : 5-PC / 5-Year
Order status: Processed and delivered (2014-05-03:23:GMT+1)
Order Reference #XXXXXXXX
Website: http://***
Amount: USD
EMAIL: ***@windstream.net
Product(s): x Wise Tuneup : 2-PC / 2-Year
Order status: Processed and delivered (2014-05-03:26:GMT+1)
Based on your letter, I have asked our Financial Department to issue a refund for both ordersThe amounts will be returned to your Discover card within the next business daysI have also forwarded your comments to the Service Provide for further investigation
In case you need any further assistance, please contact our 24/Support Center using one of the means below:
http://www.avangate.com/contact-us/
Sincerely,
*** R
Shopper Support Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/06/03) */

Initial Business Response /* (1000, 8, 2015/06/24) */
Dear Customer,
Please note that Avangate does not sell any productsWe manage the eStore for various companies, selling software and online services
Your service was purchased from www.Albion.com
While I understand that you
wish to request a refund, before you make that request, please be aware of the following facts:
By way of background, Avangate provides a digital commerce platform for vendors such as Albion Global to process credit card and bank card transactionsAvangate terminated its contract with Albion Global on Monday, April 6thAvangate did this because Albion Global was the recipient of numerous customer complaints and refund requests, the two most recent serious customer complaints coming directly from the offices of the Illinois Attorney General and the Kentucky Attorney General
It has also come to the attention of Avangate that employees or associates of Albion Global appear to be calling up customers and instructing them to make refund requests to Avangate for Albion Global's servicesIn some instances, it appears that these employees or associates of Albion Global have also been instructing customers to repurchase their services through an alternate processor other than Avangate
In order to discuss the refund, please call us at (XXX) XXX - XXXX - open 24/
Thank you
Sincerely,
*** R
Avangate Support

Initial Business Response /* (1000, 5, 2014/03/06) */
Dear *** ***,
Please note that, for security reasons, Avangate does not store full credit card details on its databaseHowever, as a result of your request, all information linked to your initial account has been rendered
inaccessible
Best regards,
Avangate Support Team
Final Consumer Response /* (2000, 11, 2014/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although Avangate did not address, in my opinion, the concern about 'inaccessible' to my satisfaction, I will accept the resolution at this time
Thank you Revdex.com for your assistance in this matter
Thank you Avangate for your prompt responses and action taken
Final Business Response /* (4000, 9, 2014/03/13) */
Dear ***,
Thank you for your message
As previously mentioned, your full card details are not stored in our databaseThe only place you were able to see the last four digits of the card billed for the original order was your Avangate myAccountThat piece of information has been removed from your account
Please login to verify this piece of information
Thank you
The Avangate Team

Initial Business Response /* (1000, 5, 2014/12/02) */
Dear ***,
Avangate manages the eStore for various software editors, providing secure online payments to their customers
After a thorough search in our records using the information you have provided, name, email, address, we were
not able to find the $chargePlease note that we process payments for more than software editors world wide and locating a charge with just few information will be almost impossible
We kindly ask you to provide us with at least of the following:
- 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.)
- Website from where you made a purchase;
- First digits and last digits of the card charged;
- Date of the charge;
- Description of the charge as shown on your account statement
Thank you for understanding and we look forward for your reply
Sincerely,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/02/03) */
Dear *** ,
Online payments for orders placed on http://spyera.com/ are processed by Avangate as a reseller of ERA SOFTWARE, the merchant operating http://spyera.com/We do not manufacture any productsOur assistance is limited to
providing information about payment related issues and questions
Refunds are approved directly by the software / service providerWe have forwarded your refund request to Spyera several timesPlease find below their final answer :
Support Team, Jan 26, 20:
hello,
this is about the 6th time that we reply this customer in order to start processing the refund, but we never get a replyThe customer keeps contacting via Avangate even though we contact them directly
This cannot go foreverThe customer can request the refund in days after their purchase, and it has been more than month that this customer purchased the license
If the customer has any issue, they should contact us directly
Please note that we temporarily close tickets while waiting for customers to reply, if you feel that your ticket is not resolved please reopen your ticket and we will be glad to help
Best Regards
*** D
http://www.spyera.com
Please be informed that on their website (http://spyera.com/) is also clearly specified that in order to be able to use their software properly you need to have on your possession the device that you would like to spy on
In order to settle this we will cancel the transaction and process a full refund ( $ 489.00) for you
For further assistance do not hesitate to contact Avangate
Best regards,
*** R

Initial Business Response /* (1000, 5, 2014/05/05) */
Dear ***,
Thank you for contacting us
Please be advised that Avangate manages the eStore for various Software and SaaS companies providing online payments to their customers
Upon verifying our records, it appears that, on
XXXX-XX-XX, you have been automatically renewed for a yearly subscriptionPlease find below the details of the order:
Order Reference #XXXXXXXX
Website: http://www.auslogics.com
Amount: USD
EMAIL: ***@verizon.net
Product(s): x BoostSpeed - Annual Subscription
Order status: Processed and delivered (2014-04-21:49:GMT+1)
The original order details are:
Order Reference #XXXXXXXX
Website: http://www.auslogics.com
Amount: USD
EMAIL: ***@verizon.net
Product(s): x BoostSpeed - Annual Subscription
Order status: Processed and delivered (2013-04-00:52:GMT+1)
An email notification informing you of the upcoming auto-renewal and providing instructions on how to opt-out has been sent to your Verizon.net email address on 2014-03-from ***@avangate.com
Refunds are approved directly by the Software Publisher (Auslogics Software Ltd.)However, for your convenience, we have sent them a refund request on your behalf and asked them to authorize us to reverse this paymentOnce we receive their authorization, the USD will be returned to your VISA cardYou will receive an email once the refund process will be initiated
Last but not least, we have disabled the recurring payments for your account so that you will no longer be billed next year
In case you need further details, please contact our Support Center using the below details:
http://www.avangate.com/contact-us/
Best regards,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2014/09/19) */
Hello, ***
We are sorry to hear about this unpleasant experience
Avangate solely manages the eStore for AskPCExperts, the company from which you have bought the service
The refund was processed on September 15thThe
funds should already be available in your accountPlease check ***@yahoo.com address as you should have received an email confirmation from our Financial Department
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2014/02/22) */
Dear *** * ***,
We received your questions related to your orderPlease find your order details below
Order Reference #***
Website: http://***/
Amount: USD
EMAIL: ***
Product(s): x TG
Absolute $
Order status: Processed and delivered (2013-12-15:32:GMT+1)
Online payments for orders placed on http://***/ are processed by Avangate as a reseller of iYogi Inc.,
the software / service provider which operates http://***/
For more details regarding the nature and contents of this order we recommend contacting the software / service provider by using the contact coordinates below:
Support URL: http://***/
Support Email: ***
Support Phone: ***
Best regards,
Avangate Support Team

Initial Business Response /* (1000, 10, 2015/02/03) */
Dear ***,
I am sorry for your inconvenience
Online payments for orders placed on http://www.bitdefender.com are processed by Avangate as a reseller of Bitdefender, the merchant operating http://www.bitdefender.comSupport for
any issues other than online payment processing is only provided by the software / service provider (Bitdefender)This includes: download, registration, installation, pricing (sales discounts) and full technical support for the purchased software
I went ahead and forwarded your complaint to www.bitdefender.com and you should be receiving a follow up from them as soon as possible
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 12, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not respond to the initial complaint; it only transfers the complaint to another operation controlled by Bitdefender and delays the action requested to bring about resolution
Final Business Response /* (4000, 15, 2015/02/17) */
Dear ***,
As previously stated, Avangate is an eCommerce companyWe securely process the payments for BitDefender, as well as other companies, and do not render any other services for any of our Partners, such as provide technical support, offer refunds or discounts
Upon receiving your initial complaint, I have forwarded the information to BitDefender, requesting for them to directly contact you for assistancePlease do let me know if you have received any e-mails from our Partner, as to be able to follow up on your case
Additionally, you can contact them directly using the below information:
*** (CA)
Best regards,
*** C
Avangate Customer Support
Final Consumer Response /* (4200, 17, 2015/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business response never addresses my complaint and only avoids the real issues by repeated useless commentaryThis business is operating using deceptive practices to gain additional revenue at the expense of the customer

Initial Business Response /* (1000, 5, 2015/04/14) */
Dear ***,
I am sorry to hear about this unpleasant situation
Avangate manages the eStore for Iolo.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, as the option remained enabled during the ordering process on Iolo.comThe automatic renewal is stated in the shopping card
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 will cancel the transaction and processed a full refund ( $ 39.95) for you The money will be returned to your account within the next couple of business days
Kind regards,
*** R

Initial Business Response /* (1000, 5, 2015/06/02) */
Dear ***,
I am sorry for your inconvenience
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
Kindly note we have not received any e-mails/notifications from you concerning this order as of yetHowever, taking into consideration your arguments, I have cancelled this order for you and authorized refund for the full amountThe funds should show up in your Visa account balance within 2-business days
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/27) */
Hello, ***
I am really sorry that your card was used without your authorization
I was able to locate the transaction and, indeed, it appears that an order was made under your name and billing address on XXXX-for a
software product from www.massmailsoftware.comAvangate manages the eStore for this company providing online payments to their customers
A refund for this amount has already been issued by Avangate on XXXX-and the USD have been returned to your account
Considering the fact that the order was made using your billing details (full name and billing address identical to the one included in your complaint), I strongly recommend the following:
- please check your statement for any other unrecognized transactions and dispute all charges that meet this criteria
- scan your computer/laptop/mobile phone for any malware software
- change the passwords for your online accounts (bank, PayPal etc.)
I would like to reassure you that, should this person reattempt to use your billing info in the future, they will not succeed as your details have been flagged in our system
We will be happy to supply all the order details to the relevant institutions that will be investigating this case, based on an official request
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2014/09/02) */
Hello, ***
I am sorry to hear about the fact that you have experienced issued with the antivirus
Please note that Avangate solely manages the eStore for BitdefenderWe provide secure online payments for them and other
companies; we do not sell any productsOur assistance is limited with providing information and answering inquiries related to payments and billingTechnical support and product details
The email with the licensing details also contains the contact details for BitdefenderI have included them below:
Support URL: http://www.bitdefender.com/contactform
Support Phone: *** (US); *** (CA)
Their Support Center is available 24/and will be able to fix any issues you might have with the product (also offer a refund if needed)
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I accept the response as Bitdefender has claimed responsibility for payment
Thank you to both Avangate Incand the Revdex.com for having the claim come to a quick and amicable resolution
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/24) */
Hello, ***
I am sorry to hear about this inconvenience
Avangate solely manages the eStore for Retina-XHowever, we were able to issue a refund for the orderIt will posted in your account shortly
Sincerely,
***
R
Avangate Support Center

Initial Business Response /* (1000, 5, 2015/05/15) */
Dear ***,
I am sorry for the unpleasant situation you have dealt with
Kindly note that Avangate manages the eStore for various Software and Online Services companies, providing secure online payments to their customersWe
solely provide payment related assistance on inbound calls only and do not advertise, nor sell any other services or provide any type of technical support for the products/services provided by our Partners
Based on your information, the only transaction processed through Avangate is the order reference number XXXXXXXX, from XXXX-XX-XX, for the amount of USDThe order was processed on behalf of TechLiveConnect (www.techliveconnect.com) and a full refund for this transaction was issued on XXXX-XX-XX, upon your request
Given the fact that I could not locate any recent transactions with your details, can you please check whether the charge on your statement shows up under either "Avangate" or "AVG8"? If so, please provide me with the date of that charge and the last digits of the card we charged you on, as to be able to further check
Unfortunately, we have had various complaints and notifications that former users, such as yourself, have been called by agents claiming to be with Avangate to get them to sign up for technical support services, sometimes even resorting to threats and scare tacticsThis situation is currently under investigation and your complaint has been accordingly forwarded
You can always reach us for further information or to provide more details on this case at our 24/Customer Service numbers listed here:
http://www.avangate.com/shopper-support/call-center-support.php
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com Case# XXXXXXXX XX June
On May '15, I received 6-calls from a SW company stating that my computer had been compromisedI had a hard time understanding the caller due to his poor grasp of English and the loud background noise of people talking, i.e., it sounded like tech representatives talking on a telephone to their customerI suspect the call came from IndiaThe area code that I recall is I declined to continue the phone call and hung-up
Later in the evening around PM I received another call from a numberThere was no back-ground noise as in the other calls that day
aThey represented themselves as "Microsoft Service"
The caller stated that the Russians were taking over my computerThe caller identified himself as *** *** He had a good command of English and there was no background interfering noise
The software programs he supposedly loaded onto both my tower and laptop computers and are good for "Life!" are as follows:
aSONIC Wall - this program was to preclude the "Russian attacking my computer"He clicked on the short-cut of what he said he sees on my computerIt showed an apparent program cleaning out what the "Russians" where doing on my computerIt ran for less than seconds*** stated this software program would prevent access from hackers
bIn checking the properties of this shortcut it indicates it is an "icon." Nothing happens when you click on this icon - see my comments on ""c." below
cOn May '15, I realized I had been scammedSo, I looked at both my computers C Drives directories as follows:
iProgram Files
iiProgram Files (X86)
iiiThere are no software programs installed in these two directories for the supposed software loaded onto my two computers on May '15, i.e., the short-cuts put on my desktop are non-functional
dNETWORK ACCESS PROTECTION - Same story as above:
iThere is no software related to this SW program on my two computers
eNETWORK SECURITY - Same story as above
iFor the above three supposed program, a check of the properties indicates they are icons and again no SW programs with these names were found on either of my computers on May
There are also three icons as follows:
aNetwork Access Protection - Properties indicate it is a bat file w/bytes
bSonicwall NSA - same as "a" above w/bytes
cNetwork Security Ver- same as above w/4KB
This *** *** said that to protect my computer and information he has optionsWhen he was pitching his sale, he showed a picture of different HW configurations giving me the price for each and how fast each one would identify and deny access to my computers from Russian hacking:
aThe time range from seconds or so and the most expensive
bThe one I chose would respond within a couple of minutes w/a lower cost, but still expensive
cDuring his sales pitch I raised the question of what I would be buying, i.e., a piece of hardware akin to a router to protect my home network or was it just software*** stated it was software
The discussion went on for a while as I was not convincedI put *** on hold on one of my phones and called a friendI talked w/my friend for about minutesWhen I got back onto the call with ***, his tone of voice had changed to be challenging and meaning what my friend saidI refused to tell him what our discussion was
a*** then switched rapidly to saying the Russians are talking over my computer and that I needed to immediately make a decision
bHe had a slick approach of calling off the percentage of how much of my computer the Russians had taken over
cHe became more demanding and aggressive in his tone when I would not say yes for the software
dUnfortunately, I bit and he immediately said he blocked the Russians from taking over my computer
eOnce I did agree he became more polite in his dialogue with me over the telephone
Also, before *** would start working on my computer, he stated he needed to have X$ paid before he would begin workI did fulfill that requirement on line
Supposedly once I paid this initial payment he worked on my computer and had a tech rep work on my laptop, via the internet
Payment was to be made via check to the address below:
Prime Technologies LLC
*** *** Ave Suite ***
*** ** XXXXX
From the Better Business response to my initial inquiry, i.e., Avangate is the parent company from the Avangate Customer support response provided by *** C
Post the night of May 2015, I took the necessary steps to protect my financial account based on my findings of May that there were no software programs listed on my C drive as described in paragraphs and above
*** ***
Final Business Response /* (4000, 9, 2015/06/03) */
Dear ***,
Thank you for supplying this summary of events
Unfortunately, I think there was a slight misunderstanding: Avangate is not the parent company of either TechLiveConnect (the company billing you for services on XXXX-XX-XX), nor of Prime Technologies LLC (the company you have sent the check to)We are a billing company and, basically, all that we do for our Partner companies is process payments for their customers in a secure environment - we are exclusively responsible for the shopping cart through which you pay for the services
I would also like to clarify the fact that we 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 withWe do not upsell, provide product information, nor are able to troubleshoot any issues other than payment related situations
Regarding the issue with Prime Technologies LLC, kindly note the check was not sent to Avangate, nor cashed in by us, hence, we cannot refund this transactionWe do not process any payments for this companyYou may either reach the company directly for the refund, or contact your bank to this effectAs for this complaint, you might direct it to Prime Technologies LLC, rather than Avangate, as we have not been involved in this case
Best regards,
*** C
Avangate Customer Support
Final Consumer Response /* (2000, 11, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response clarified my question, i.e., I need to research the companies listed in Avangate's response