Avangate, Inc.

Initial Business Response /* (1000, 8, 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 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 ***@verizon.net 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 ( $ 59.95) for you The money will be returned to your account within the next couple of business days
Kind regards,
*** R
Initial Consumer Rebuttal /* (3000, 10, 2015/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive the refund, they claim they gave me
I was able after about an hour of monkeying with the bitdefender site to turn off the automatic renewal function on the "licenses", so actually I took care of the problem myself before they charged me again with a second license within four months a license I did not needSo their cancellation of the license I paid for, probably in October 2014, leaves me without a license at all
That I can deal with, as I can find a different product from a different company, so long as I actually obtain the refund
I will notify you as soon as the refund appears on my billThank you
Final Business Response /* (4000, 12, 2015/03/04) */
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-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 ***@verizon.net 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 ( $ 59.95) 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, 2015/12/17) */
Dear ***,
I am very sorry for any inconvenience caused
I would like to clarify that Avangate manages the eStore for various Software and Online Services companies, including https://ssl.mousestats.com, providing secure
online payments for their customers
Therefore, our assistance is exclusively payment-related and our support team is available 24/
Our records show, indeed that, on XXXX-XX-XX, your MouseStats Gold Plan has been extended automaticallyThe Continuous Protection has been enabled on your initial purchase on XXXX-XX-XXPrior to the license expiration, a renewal notification have been sent to your ***@sportrx.com e-mail address informing you of the upcoming charge
I would love to assist you in getting a refund for this transactionI 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 Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for agreeing to issue the refund

Initial Business Response /* (1000, 5, 2015/03/09) */
Dear ***,
I am sorry for your 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
The amount of EUR has been charged on XXXX-as a renewal of the software initially purchased on March 01, (order reference number XXXXXXXX), as the option to have the license automatically renewed remained enabled when the software license was first purchased
Our records show you have opened a dispute with PayPal regarding this transaction and it has been closed in your favor, thus the funds have been returned to your account on XXXX-XX-XXYour subscription with BitDefender has been cancelled and you will not be charged, nor contacted for their products again
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/03/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The Bitdefender firm was in the wrong pay pal made it rightthe money is back we will not be doing any business with that firm in the future nor can we recommend their products in the future, but as for this incident it is now closed with us
Sincerely,
***

Initial Business Response /* (1000, 5, 2014/10/17) */
Dear ***,
The purchased products are delivered electronically; there is no physical shipment available for them
Upon checking your records, I have found that the two license codes and the ebook have been sent to you within minutes
from the moment the purchase was finalizedI have attached the three emails, alongside the time-stamps
Since you also have not received the replies from our Support Team either, it is likely that they were redirected to your SPAM/JUNK folder or stopped by your SPAM filters
Refunds are approved directly by the Software ManufacturerYou can easily submit a refund request by following the link below:
http://www.iobit.com/refund.php
Sincerely,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/09/16) */
Dear ***,
Thank you for your message
Avangate manages the eStore for Bitdefender, processing the online payments of their customers in a secure environment
The product (Bitdefender Antivirus Plus) was purchased and
activated in XXXX-XX-XXDuring the first purchase the automatic license renewal option was left enabled in the shopping cart
There were renewal notifications sent to the email address provided by you in the order, both in and in 2015, prior to the renewal orders ever being placedRegarding this year's renewal, the notifications were sent on Aug 11, Aug and on Sep 03, for this very reason, to inform and let the customer decide whether he would still want to continue with the product or not
Regarding your refund request, unfortunately we do not have any records of you ever contacting Avangate over the phone or e-mail
Since you did not contact us back in for a refund, we are not able at this point to process one unfortunatelyHowever, I have cancelled for you the last renewal order and the full refund will be processed within the next business days
Best regards,
***

Initial Business Response /* (1000, 5, 2014/06/25) */
Dear ***,
There is only one order for a Bitdefender product with the details below:
Order Reference #XXXXXXXX
Website: http://www.bitdefender.com
Amount: USD (original price USD; USD discount)
EMAIL:
***@gmail.com
Product(s): x Bitdefender Internet Security
Order status: Processed and delivered (2014-06-17:30:GMT+1)
Bitdefender does not require any additional payments to download the productThe product can be downloaded free of charge from their website ***
What you might be referring to is an optional product that is advertised with each purchase - Bitdefender Install & Setup (http://www.bitdefender.com/tech-assist/setup.html)Purchasing this product means that one of the Bitdefender technicians will install and configure the antivirus in accordance to your computer's settingsBuying the product is not mandatory and does not affect in any way being able to download, install and use the antivirus
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/03/24) */
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-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 ***@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,
*** R

Initial Business Response /* (1000, 5, 2015/03/01) */
Dear ***,
I am sorry for your inconvenience
Please be aware that Avangate solely manages the eStore for www.iobit.comWe do not manufacture, sell, nor offer any technical support for the products offered on their website
The amount of USD has been charged on XXXX-as a renewal of the software initially purchased on XXXX-XX-XX, as the option to have the license automatically renewed remained enabled when the software license was first purchased
The auto-renewal policy is communicated to the customer in the Vendor`s Terms and Conditions, to which you have agreed when you purchased the software and it is also stated during the ordering process in the shoppingUsually, the "Enable auto-renewal for this order" box is checked and, if you do not agree to being billed automatically for this subscription, all you have to do is uncheck it before clicking on the "Place order" button
Furthermore, a subscription expiration notification has been sent to ***@yahoo.com by Avangate on Jan 11, 2015, 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
I went ahead and removed the automatic license renewal option for all of your products and also cancelled the orderThe refund will be available on your Visa card within the next 2-business days
Wishing you a lovely day ahead!
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund must be mailed
I shut down the Visa Debit card IMMEDIATELY and a good thing too
A blizzard of unauthorized renewals came thereafter
Final Consumer Response /* (2000, 12, 2015/03/04) */
3-4-
Sent via email:
Yes close the case Avangate is obstructing ducking and weaving to the end
Now wants to say $NOT $and will resist Mailing the refund though the account
They embezzeled is closed Thanks again for your and Revdex.com's crucial help

Initial Business Response /* (1000, 5, 2016/01/15) */
Dear ***,
I am sorry for any inconvenience caused
Please be aware that Avangate manages the eStore for various Software and Online Services companies, including www.iolo.com, providing secure online payments for their
customers
Our records show that the automatic billing for the product System Mechanic Professional has been stopped by Iolo Technologies LLC on Sep 23, Your order has been completed on Sep 20, There is a "day money back period" for this product and you contacted us on XXXX-XX-XX, so the software publisher needed to be notified of your refund request
Since the dispute that you've opened with Amex has been closed, I have refunded you the amount, which will be posted back to your account within 2-business days
Kind regards,
*** R
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/08/04) */
Hello, ***
I am sorry to hear about this situationIndeed, what you are describing seems to be a serious issue
Here, at Avangate, we solely manage the eStore for TechLiveConnect.com, the company that offers the serviceWe
process their payments, as well as the payments for other Software and SaaS companies
I have forwarded your feedback to our Partner and have asked them to investigate this situation and provide us with an official answerYour Gmail.com email address has been CCed in this notification as proof
In case you require a refund for this transaction, please let us know so that we can expedite the processYou may find the details of our 24/Support Center by using the link below:
http://www.avangate.com/contact-us/
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with the billing department and am awaiting a partial refundThis addresses the fact that I will not be using the service because of the breach on my computerI have spoken with a supervisor about the technician accessssing personal files

Initial Business Response /* (1000, 5, 2015/11/12) */
Dear ***,
I am sorry for any inconvenience caused
I would like to clarify that Avangate manages the eStore for various Software and Online Services companies, including http://techliveconnect.com, providing secure online payments
for their customers
Therefore, we do not manufacture or sell any products, nor offer technical support for the products offered on their websiteOur assistance is exclusively payment-related and our support team is available 24/All of our Customer Support numbers are found here: http://www.avangate.com/shopper-support/call-center-support.php
Based on your feedback, we will investigate, on our end, the business practices of the vendor
Given these facts, I have canceled your order and refunded you the amount of USD, which will reach your account balance within 2-days
Kind regards,
***

Initial Business Response /* (1000, 5, 2014/05/05) */
Dear ***,
We apologize for any inconvenience
Our records indicate that, on 2014-04-11, you have placed the below order on our Partner's website:
Order Reference #XXXXXXXX
Website: http://www.usdeception.com
Amount:
USD
EMAIL: ***@gmail.com
Product(s): x Conquering the Coming Collapse: Real, Proven Survival Strategies When Money Turns Into Dust
Order status: Processed and delivered (2014-04-15:53:GMT+1)
Please be advised that our company only manages the eStore for www.usdeception.com providing secure online payments for their customersAs specified in the Shopping Cart (screenshot attached) the delivery is electronicUnfortunately, at the moment there is no physical delivery available for this product
We have checked our records and were unable to locate any emails sent to ***@avangate.com requesting a refund for this transactionNo contact to our Support Line was made, eitherNonetheless, on XXXX-XX-XX, we have received a dispute from PayPal for the order under the reason that the product is not as describedBy opening a dispute, the refund process is no longer managed by Avangate, but PayPal directlyShould your claim be successful, a refund will be processed back to your PayPal account
In case you need further information, please contact our 24/Support line using the below methods of contactOur representatives will be able to assist you with any payment related query
Sincerely,
The Avangate Team
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So, my original question was not answeredHow do I receive a refund as your website states a day money back guarantee will be issued if I am unhappyI can resend my original email, however is that going to help expediate the process of my receiving my refund?
Final Business Response /* (4000, 11, 2014/05/07) */
Dear ***,
Thank you for getting back to us
The Vendor has authorized a refund in accordance to their Money Back GuaranteeHowever, a refund cannot be processed at the moment as you have opened a dispute with PayPal
As previously specified, once you open a dispute, the refund process is managed by PayPal on your behalfWere we to process a refund when the dispute is still open, our account would be debited twice (refunds for USD each)
You can either let PayPal finish the dispute process or you can close the dispute and inform AvangateWe will process the reversal of the payment immediately
Sincerely,
The Avangate Team

Initial Business Response /* (1000, 5, 2014/03/18) */
Daer ***,
It appears that the emails that you have written to BitDefender found their way as a refund was processed on the 4th of March:
Order Reference #XXXXXXXX
Website: http://www.bitdefender.com
Amount: -USD
EMAIL:
***@gmail.com
Product(s): x Bitdefender Internet Security
Order status: REFUNDED
If you haven't seen it yet on your statement, please do check first with your bank
Best regards,
Final Consumer Response /* (2000, 7, 2014/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In the future, if you are responsible for placing a charge on a credit card, your position should NEVER EVER be that that you lack privy to issue a refundSince you were never directly given my credit card information by me, you were placing charges without authorizationI have also alerted the Federal Trade Commission so that may monitor this unlawful and fraudulent practice

Initial Business Response /* (1000, 5, 2014/05/05) */
Dear ***,
We sincerely apologize for the inconvenience
Avangate does not manufacture any products or servicesWe manage the eStores for various companies selling Software or SaaS
Our records show that, on XXXX-XX-XX, you
have been billed for a product from Systweak Software with the following order details
Order Reference #XXXXXXXX
Website: http://www.systweak.com
Amount: USD
EMAIL: ***@yahoo.com
Product(s): x Platinum Support Plan (Years)
Order status: Processed and delivered (2013-09-21:33:GMT+1)
It appears that this order was made through one of their partnerswe have informed the Vendor (Systweak) of your complaint and feedback and they will further investigate the affiliated company's business practices
In the meantime, for your convenience, we have arranged for a refund to be processedPlease allow a couple of business days for the payment to be reversedThe USD will be returned to your VISA cardA confirmation email will also be sent to your Yahoo.com email address
In case you need further details regarding the refund process, please contact our 24/Support Center at the below details:
http://www.avangate.com/contact-us/
Best regards,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear ** ,
I am sorry to hear about this unpleasant situation
This order was placed because the automatic renewal has been enabled during your initial purchase from http://www.iobit.com
The auto-renewal policy is communicated
in the Software / Service Provider`s Terms and Conditions, to which you have agreed when the software/service was purchased
Please note that we have already disabled this automatic renewal option from your account, from when you got in contact with us on the 1st of November , but this order was actually already processed at that point
So in regards, to this concern, this 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 kindly advise you that we have gone ahead and disabled the automatic renewal option , and that no further charges will be made
Thank you for your understanding
Best regards,
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
all I ever wanted was to get my money backI HAD previously CANCELLED the auto renewal prior to the Nov date shownThank you Revdex.comGo to ***, Avangate and IO BitSincerely*** ***

Please beware I just got a call from them that they were going out of business and wanted to issue a refund for the full amountIt was a year plan that I signed up for and the man offered me a full refund but could easily put it in right away if I opened up my account for onlineI told him I was nervous about it but he said " Don't worry I cant see your numbers , its encrypted." I followed thru with it and things quickly went south with some of his requests and I knew I really screwed up and had been scammedI went to the bank within minutes and told them what happenedAt this point I'm unsure what will happen to my accountsdays later he transferred 2,into a account where he could use that moneyI don't know at this moment if everything is protectedWe were forced to renew all credit cards and freeze our accountsIts Christmas time so its a major inconvience , and unfortunately we could be out of some moneyThese people have a accent Hard to tell where they are from I have been raised in a era where I trusted people and their word meant something I know now that's not the case , maybe the hard wayWe are also getting calls from private numbers at a harassment level

Initial Business Response /* (1000, 5, 2014/10/31) */
Dear ***,
I am really sorry for this inconvenience
Avangate manages the eStore for TechLiveConnect.com, providing secure online payments for their customersWe do manufacture any products
I have asked our Financial Team
to issue a refund for both transactions processed by us:
Order Reference #XXXXXXXX
Website: http://www.techliveconnect.com
Amount: USD
EMAIL: ***@aol.com
Product(s): x PC Top Privacy PC YR
Order status: Processed and delivered (2014-06-00:15:GMT+1)
Order Reference #XXXXXXXX
Website: http://www.techliveconnect.com
Amount: USD
EMAIL: ***@aol.com
Product(s): x TLC-DriveHQ 1PC1YR $
Order status: Processed and delivered (2014-04-23:54:GMT+1)
The money will be returned to your account within the next business days
I have also informed our Partner about the nature of your complaint and asked them to evaluate the service rendered to your PC by their two representatives
Sincerely,
*** R
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/11/26) */
Dear ***,
I am sorry to hear about your unpleasant experience
Avanagte manages the eStore for Spyera.com providing secure online payments to their customersWe do not manufacture any products
For your convenience, I have
cancelled your order and the funds will be returned to you within the next business daysYou will also receive a confirmation e-mail once the transfer is processed back to your account
Sincerely,
*** R
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/11/05) */
Hello,
Thank you for contacting Avangate
Avangate manages the eStore for several thousands Software and Online Services companies, processing the payments for their online customersHepldesknational is one of the many companies
that we process payments for
We are sorry that your mom was conned into buying these products by HelpdesknationalPlease be informed that the amounts will be fully refunded into the same account that it was debited from and you will not be contacted about this anymoreAlso, the One Time Fix (Id: XXXXXXX)-XXXXXXXX for $was not processed because the card was declined
You can call us at XXX-XXX-XXXX if you have anymore questions
Sincerely,
***

Dear Stafford,Please accept our sincerest apologies for this inconvenience.Please know that Avangate only manages the eStore for various software providers and online merchants, processing the online payments of their customers in a secure environmentWe do not manufacture any
products nor sell any servicesOne of our partners is *** ***, the provider of your product.We have canceled your order, ***, and a full refund of USD will be issued back to your account in the next couple of business days.Kind regards,***