Avangate, Inc.

Initial Business Response /* (1000, 5, 2015/06/03) */
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, including www.tune4mac.com, providing
secure online payments to their customers
Taking into consideration your complaint, I have cancelled this order and a refund has been authorized for the full amount of USDThe funds should show up in your Visa balance within the next couple of days
Best regards,
*** C
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A full refund of the product is a workable solution and what I had requestedThanks

Initial Business Response /* (1000, 5, 2014/12/02) */
Dear ***,
I am really sorry for this bad experience
I want to let you know that, at Avangate, we solely manage the eStore for Bitdefender and other Software and SaaS companiesWe do not manufacture any products
Please note
that this order was placed as an automatic renewal because this option was enabled during your first purchase from http://www.bitdefender.com website
The 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
Moreover, we have sent a renewal notification to your email address on Nov 24, informing you of the upcoming charge and providing instructions on how to stop the automatic renewal
I have sent a refund notification to Bitdenfeder on your behalf and have asked to cancel the purchase
Sincerely,
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/03/27) */
Hello, ***
I am sorry for this situation
You were charged for an automatic renewal of a yearly subscription from Iobit, originally purchased in There was another renewal in as well
The account was purchased with
your "***@hotmail.com" e-mail addressWe sent some renewal notifications there, too
I have cancelled your account and also issued a refund for the latest automatic renewal orderThe money will be back to your account in a couple of business days
Let me know if you require any additional information
Sincerely,

Initial Business Response /* (1000, 5, 2014/10/31) */
Hello, *** ***
I am really sorry to hear about this unpleasant experience
Avangate manages the eStore for TechLiveConnect.com, the service manufacturerWe provide the Shopping Cart on their website, ensuring that all payments
are processed in a secure environment
Our Financial Team has already issued a refund for the USD on XXXX-XX-XXIt usually takes a maximum of business days for the money to be returned to your account
I have also forwarded your comments regarding the work performed on your PC to our Partner and asked them to evaluate the quality of the service and take appropriate measures
Sincerely,
*** R
Shopper Support Manager

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, *** ***

Initial Business Response /* (1000, 5, 2014/03/18) */
Dear ***,
We are sorry to hear about your experience with mSpyWe'd like to assure you that mSpy is a legitimate software company as we have been processing their payments for well over a year and the number of incidents is lower
than you would thinkGiven this fact, we will reach out to them and ask them to cancel the order and to issue a full refund, as it is in the interest of both partiesIf they don't reply to us within business days, the order will be cancelled and the money returned without their consent, as per our contract with them
However, the dispute has to be closed in order for us to process a refundIf you have already received positive feedback from your card issuer in regards to the dispute, you can proceed with it, otherwise you can check back with us before you close it, to make sure a refund is coming from mSpy
Thank you for understanding,
Avangate Support Team

Initial Business Response /* (1000, 5, 2016/01/05) */
Dear Mr***,
Thank you for contacting Avangate ans we are sorry for the inconvenience caused during the cancellation of the order
Please be informed that the refund has been done on XXXX-for the amount of $on the
card ending in If you do not see the amount on the statement, please call the bank to help you
Sincerely,
***

Initial Business Response /* (1000, 5, 2015/09/04) */
Dear ***,
I apologize for any inconvenience caused
Please know that Avangate solely manages the eStore for wwwstringsmotor.com
We do not manufacture, sell, nor offer any technical support for the products offered on their
website
Kindly note that, for the product you have purchased "The Strings Motor e-Book", the delivery is done by the manufacturer, Strings Motor
Right after you contacted us, we have notified them that they needed to send you the information that you required for your product on XXXX-XX-XX
I have cancelled your order and issued a full refund for the paid amountThe funds will show up in your account balance within 2-business days
Kind regards,
***
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for taking responsibility for your partnerI hope you 'amend' your contract with them as I am sure I am not the only one they scammed

Initial Business Response /* (1000, 5, 2015/03/11) */
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 ***@comcast.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 ( $ 29.95) for you The money will be returned to your account within the next couple of business days
Kind regards,
*** R
Initial Consumer Rebuttal /* (2000, 7, 2015/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will only accept the response from Avangate who manages the software for Iolo.com only when I see my refund (credit) on my next statement from my Discover Credit CardI should get the statement within the next week or soIf the credit is not on the statement, I will follow up with the Revdex.com again to open the caseThank You

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello [redacted],
We apologize for any confusion or inconveniences this process might have caused.
Avangate is a payment processing company that processes payments online for a few thousand software publishers, Bitdefender...

included.
Our records indicate that the automated-renewal option was selected when the initial order was placed and that it was not successfully deactivated prior to the renewal taking effect. We deactivated all the automated renewal features associated with your account to make sure that this incident does not repeat itself.
We went ahead and escalated this issue directly to Bitdefender and were able to initiate a refund for the full amount you requested. You should see the full amount back on your account within the following 2 business days.
Please don't hesitate to contact us should you need additional information and/or assistance.
Sincerely,
[redacted]
Avangate Payment Services

Initial Business Response /* (1000, 5, 2015/04/28) */
Dear [redacted],
I am sorry for your inconvenience.
Please be aware that Avangate does not sell any products. Our company manages the eStore for various Software and Online Services companies, providing secure online payments to their...

customers.
Most of your orders have been processed for software licenses from iObit (www.iobit.com) and the charges you have been applied are automatic license renewals, as the option remained enabled through the ordering process. The option can be enabled/disabled while in the shopping cart, just before agreeing to the Terms of Service and placing the order.
Subscription expiration notifications have also been sent to the e-mail address [redacted]@eastlink.ca by Avangate 7 days before the orders were processed - informing you of the upcoming charges and also giving you the option of opting out of the recurring payment.
Kindly note that, for the latest transaction, we have received the confirmation that your refund has been granted and the funds should appear back on your PayPal account within a couple of days. Following your request, I have removed the auto-renewal option for all of the products paid for through Avangate and no additional charges will be processed automatically.
Best regards,
[redacted].
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 Bitdefender and other Software and SaaS companies. We do not manufacture any products.
Please note...

that this order was placed as an automatic renewal because this option was enabled during your first purchase from http://www.bitdefender.com website.
The 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.
Moreover, we have sent a renewal notification to your email address on Nov 26, 2014 informing you of the upcoming charge and providing instructions on how to stop the automatic renewal.
I have sent a refund notification to Bitdenfeder on your behalf and have asked to cancel the purchase. Once we will receive the authorization from Bitdefender to cancel the transaction, the amount will returned to your PayPal account.
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.)
Although there may have been some deceptive practice to get me to autorenew (which I don't recall, and therefore can NOT be used as a purchase agreement), I NEVER agreed to purchase another Bitdefender subscription, and it was not clear to me at the time that there was such an autorenewal. I promptly TOLD you and Bitdefender that I did NOT want the product renewed (Dec. 2), but you charged my account AFTER I told you (Dec. 3). Your only reason to charge my account for this product was something I MAY have agreed to one year ago (which as mentioned was NOT a purchase agreement). IF you charge my credit card on a supposed agreement that happened a year ago, you had better get my express consent for the monies or else it has VERY questionable grounds under US contract law. Do you want to go into litigation with one of your customers over this? I highly suggest you immediately refund my money, or I will pursue all options. Why have you not refunded my money yet? YOU took it from my account, but now you say you cannot refund it. That makes no sense.

Initial Business Response /* (1000, 5, 2014/09/17) */
Dear [redacted],
Avangate manages the eStore for TechLiveConnect.com, providing secure online payments to their customers.
Our records indicate that, after interacting with our Partner, a partial refund of 100 USD has been processed for...

your order on XXXX-XX-XX. The funds have been returned to your MasterCard ending in 7874.
In case you have further questions regarding the refund, please contact our 24/7 Shopper Support Center at:
http://www.avangate.com/contact-us/
Sincerely,
The Avangate Support Team
Initial Consumer Rebuttal /* (2000, 7, 2014/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
it's not the greatest outcome , considering the bank account problems and misinformation, but I am willing to accept this and be done with it. I will not have anything more to do with this company and regret it turned out this way.

Initial Business Response /* (1000, 5, 2015/01/10) */
Dear [redacted],
I'm sorry for the inconvenience.
Please note Avangate only manages the eStore for www.jihosoft.com, providing their customers a secure payments system.
Refunds are directly processed by www.jihosoft.com and I have...

informed them of your decision to stop using the product, requesting for a refund to be granted with the utmost urgency. Usually, we allow the vendors up to 5 business days to offer a resolution to such requests. However, if no answer is received from the software manufacturer within this timeframe, we will process this refund for you.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 8, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your response and would be very happy to see a refund. How do I go about getting my refund?
Final Consumer Response /* (2000, 10, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much for a quick and easy resolution.

Initial Business Response /* (1000, 5, 2015/08/24) */
Dear [redacted],
We are sorry for any inconvenience.
Avangate is only one of the companies that process payments for iYogi.
Within our system, you only have one order that has already been refunded. Please check the details...

below:
Order Reference #XXXXXXXX
Website: http://www.iYogi.com/
Amount: -119.99 USD
EMAIL: [redacted]@yahoo.com
Product(s): 1 x iYogi Exclusive FDS Plan for 1 Year US - Auto Renew
Refund date: XXXX-XX-XX.
In order to get a refund for the second charge, please contact iYogi at:
Support URL: http://www.iYogi.com/
Support Email: [redacted]@iyogi.com
Support Phone: X-XXX-XXX-XXXX
Have a lovely day!
Regards,
[redacted]

I bought MacXDVD Ripper because it had mostly favorable reviews on some prominent tech sites. These reviews are not reflective of MacXDVD Ripper's integrity and performance. They are a Chinese company according to Avangate and they do not honor the 30-Day Refund they advertise on their site. They send you are list of reasons why they "will not" refund your money. You are forced to try never-ending fixes that drag on for weeks.

When you call Avangate who actually takes your money, it gets worse. I called several times and was on hold for long periods each time. Then they told me I'd have to work it out with MacX because, "Avangate is simply a billing agency." They were in the United Kingdom. They finally agreed to offer a refund after several calls.

Two weeks later I called to see where my refund was. It took several calls to Avangate, each time saying they had nothing to do with the product company. They only take the money. I pointed out, "that is why I am calling Avangate--you took the money." They replied, "But we are not authorized to make a refund."

This went around and around for days. Finally, I got a confirmation that Avangate would refund my money for the product that would not work. Avangate shows up as a tiny disclosure "after" you hit the buy button. It is a shell game and I think they only gave me my money back because they realized I was doing it for the principle of the matter, not the 39 bucks.

I still have not received a refund from Avangate and I imagine my next step will need to be with my credit card fraud department.

If you see the name "Avangate" you will not only suffer with their poor customer service but you will likely deal with some foreign company's even worse customer service. Avangate equals, "a roll of the dice," and the dice are loaded in their favor. NO MORE AVANGATE FOR ME.

Initial Business Response /* (1000, 5, 2015/04/23) */
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. We do not provide technical support for computers .
Support for any issues other is provided by the service provider (TechLiveConnect (TLC) ). This includes full technical support for the purchased service.
In order to settle this matter we have canceled the transaction and processed a full refund ( $ 549.99) 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, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as my initial payment is refunded I am pleased. They were not capable of resolving my problem after spending nearly 5 hours on the phone. It took Norton to resolve my issue in less than 2 hours. Their Tech Support does not appear to be reputable and I will not deal with them again.

Initial Business Response /* (1000, 6, 2014/12/02) */
Hello, [redacted].
I am sorry to hear about this unpleasant situation.
Avangate manages the eStore for Bitdefender.com providing, as well as for other Software and Software-as-a-Service companies, providing online payments to their...

shoppers. We do not manufacture any products.
Our records show indeed that, on XXXX-XX-XX, your Bitdefender antivirus has been extended automatically. The Continuous Protection has been enabled on your initial purchase on XXXX-XX-XX. Prior to the license expiration, two renewal notifications have been sent to your Tampabay.rr.com e-mail address informing you of the upcoming charge on Sep 05, 2014 and Sep 13, 2014.
I would love to assist you in getting a refund for this transaction. However, it appears that you have opened several disputes with American Express. Whenever you initiate a dispute, the card issuer launches an investigation in order to establish whether the holder's claim is true or not and can decide in favor or against it. While the chargeback status is open, we cannot process a refund as our account will be debited twice in case the claim is in your favor.
At the moment, there are two options available:
a) You can close the dispute with American Express and Avangate will handle the refund process for you directly.
b) You can leave the dispute as it is and, should the outcome be favorable to the holder, your will be reimbursed directly by your bank who will in turn debit our account
The recurring payments have been disabled for your subscription. You will no longer be billed by Avangate.
Sincerely,
[redacted] R.
Shopper Support Manager
Initial Consumer Rebuttal /* (3000, 8, 2014/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never heard of Avangate before this. Had no idea who they were. I never received any emails from them. To prevent computer viruses, I do not open emails from unknown senders. I received many emails from Bitdefender encouraging me to renew their product. I opened them all and chose not to renew. I did not agree to auto renewal during my original purchase of Bitdefender. That was something slipped in by Avangate but was not on my Bitdefender's website account as I looked for it. I never agreed to having my credit card charged for this. It is up to Avangate and Bitdefender to straighten this out with American Express. I am not going to stop disputing the charge until they remove it from my bill. I told American Express rep that you wanted me to stop my dispute before I was refunded and they told me that was "ridiculous". If I have to I will dispute it again. Bitdefender disabled the product from working 5 days after I notified them I didn't want it. Why am I not receiving a credit? I have an email from them stating they will refund. All I want is for the charge to be removed from my bill. It is up to AE & Avangate & Bitdefender to work out the procedure. I have no control over that. But I won't drop my dispute until it is done and I will dispute again until it is done. Thank-you.
Final Business Response /* (4000, 10, 2014/12/23) */
Hello [redacted],
Avangate is a online payment processing company that caters to a few thousand software publishers and vendors, Bitdefender included. The fact that both companies are Romanian is purely coincidental.
Our systems indicate that a dispute is still currently open on the respective charge, meaning that this issue is being handled directly by your card issuer (Amex). Unfortunately, until the dispute is closed, we will not be able to interfere and/or issue a refund as the funds are on hold.
Please allow Amex to conclude their investigation and reach a resolution, and please don't hesitate to contact us should you require additional information.
Best regards,
[redacted]
Avangate Payment Services
Final Consumer Response /* (4200, 12, 2015/01/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avangate offered no response or solution, except more of the same stalling tactics. They focused on responding to my calling them out, as I found it suspicious that Bitdefender and Avangate are both [redacted] companies that I think are playing games with their customers by pointing the finger at each other, when they are really in league, what are the odds of that? But being [redacted] is not the central issue anyway. The issue is that I never received the product as it was cancelled at my request by Bitdefender within 5 days of my credit card being charged. To that Avangate does nothing but stall and lie about the situation.

For about three or four years, now in 2015, I've used the iObit software sweet to keep my laptop in good shape. Compared to my mother's, the exact same model, it doesn't have ridiculous issues with slow loading web pages or having persistent malware. My computer is especially in good shape considering how little Sony seemed to care about their Vaios in the end, in 2011, the year in which my laptop came out, but I digress.

I thought about the renewal process, and by the way they do commit to sending their auto-renewal reminders [I check my email daily], and wondered to myself, "Wait a minute, I've used these guys for a while, now, and I've never even looked into if they were [redacted]." So I looked.

Turns out they're ranked A+ by the Revdex.com. Heh, go figure.

Never had any issues ever, was always reminded of my auto-renewal, and even when I didn't commit to test them out, I wasn't hassled with email offers or called or debited in error.

These guys are good, so I felt like speaking on it.

Good day.

Initial Business Response /* (1000, 5, 2014/11/04) */
Hello, [redacted].
Avangate is only the billing company for BitDefender - we only manage their eStore providing online payments for their customers.
You must have spoken with Bitdefender directly as there are no records within the...

Avangate system of you contacting our Support Center.
Your subscription was not set to be renewed and you have already been removed from the mailing list.
Sincerely,
[redacted] R.
Shopper Support Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Avengate may be only the billing company for BitDefender, but the email received about billing takes you to this link [redacted] XXXXXXXX and when you look up the contact information on that page it takes you to Bitdefender. There is no place in either email from Avengate or Bitdefender which clearly says to cancel the subscription do this. I accept there explaination, but still maintain the run around is poor business practice. Sincerely, [redacted]