Avangate, Inc.

Initial Business Response /* (1000, 5, 2015/02/03) */
Dear [redacted],
I am really sorry for the situation you have been faced with.
Please be aware that Avangate solely manages the eStore for www.techliveconnect.com. We do not manufacture, sell, nor offer any technical support for the...

products offered on their website. Furthermore, our agents do not place outbound calls concerning any of the products sold by our Partners.
I have forwarded your message to www.techliveconnect.com and they should contact you directly regarding the matter. You may also reach them using the below information:
Support Email: [redacted]@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Wishing you a lovely day,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not give an explanation in regards to the complaint. They're technician used the fraudulent techniques and caused my computer to not work properly. They're technician tried to sell me the product and when I refused, my computer was not operating properly. The technician told me he set the computer to operate improperly. They have completely ignored my complaint. I do not accept their response. If they do not sell a product, why did the tech try so hard to get me to purchase this security product.
Final Business Response /* (4000, 9, 2015/02/13) */
Hello.
The service was purchased from TechLiveConnect.com. Avangate only processes the payments from them.
The technician working on your computer is a TechLiveConnect employee, not Avangate.
You comments have already been forwarded to service provider for further review.
At Avangate, we can assist you with refunds or any payment-related inquiry.
Please tell me if there is anything else we can do for you.
Sincerely,
[redacted] R.
Shopper Support Manager

Initial Business Response /* (1000, 5, 2015/03/09) */
Dear [redacted],
I am really sorry for the hassle you had to go through.
Please note that Avangate solely processes Software and Software-as-a-Service companies, providing a secure online payment environment to their shoppers and...

offering only payment-related assistance to them. We do not manufacture, promote, nor sell any products.
While we did process the payment of 59 USD, on behalf of Wondershare (www.wondershare.com), the license is send directly by the software manufacturer. They also have a retrieval tool on their website, under the Support option -> Registration Code Retrieval. For your convenience, I have sent you a separate message with the licensing information provided for your order.
Our records show you have indeed e-mailed us regarding this issue on XXXX-XX-XX and one of our representatives sent the license keys to your e-mail address, [redacted]@yahoo.com, on XXXX-XX-XX. Kindly note Avangate only has inbound Customer Support and e-mail support (with an estimated resolution time of up to 24 hours).
Should you continue having trouble with your license keys or installing the software, you can contact the vendor directly at:
Support URL: http://www.wondershare.com
Support Email: [redacted]@wondershare.com
For your convenience, I have already forwarded them the information about your case and also sent you a copy of the request sent.
Best regards,
[redacted].
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/10/29) */
Dear [redacted],
I am sorry to hear that you are not satisfied with the services acquired.
Avangate manages the eStore for MaxUtilities.com providing online payments to their customers. We do not manufacture any products and are not...

involved in the services delivered by our Partner.
I have instructed our Financial Department to issue a refund for your transaction. The 350 USD will be returned to your MasterCard within the next 5 business days.
I will also follow-up on your complaint with our Partner and ask them to investigate the quality of the service provided to you by their representatives.
Sincerely,
[redacted] R.
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/02/22) */
Dear [redacted],
Thank you for contacting us regarding your concern.
Please note that this order was placed as an automatic renewal because this option was enabled during your first purchase from http://[redacted] ...


The auto-renewal policy is communicated to the customer in the Software Publisher`s terms and conditions, to which you have agreed when you purchased the software.
If however you are no longer using this product and wish for the current order to be cancelled and refunded, we recommend addressing your request to the Software Publisher directly by using the following contact coordinates:
Support URL: http://[redacted]/[redacted]
Support Phone: +[redacted]
As far as the electronic delivery of order ref. no. [redacted] is concerned, our records show an email containing the registration information has been sent to [redacted] on 2014-Jan-03 16:20:14 (GMT +2). We're quoting the contents of the original message below:
"Dear [redacted],
Your online order placed on http://[redacted] on January 03, 2014 and processed by Avangate as the authorized vendor of Bitdefender products has been successfully completed (order reference number: [redacted]). Please find below the license registration/activation information for the product you have ordered, Bitdefender Small Business Pack (up to 5 users, 1 year):
Name: [redacted]
Email: [redacted]
Company:Cal Western Packaging Corp
Activation key:
Your license key has been extended ([redacted], [redacted], [redacted])
Welcome to Bitdefender Small Business!

Bitdefender Small Business Security utilizes #1 ranked antivirus technology to protect all your company's devices (PCs, Macs, and Android-based smartphones and tablets) from e-threats.

We hope you enjoy the experience with our product and thank you for your choice!

For any questions, please visit http://[redacted]/[redacted]/[redacted]


Installation steps

Each product comes with its own activation key listed in the top section of this email. The license keys for Bitdefender Small Business Security are activated at first use in any of the products included in the package.


For your PCs

1. Download, save, install.
Download and save the product from the link below:
http://[redacted]
Now simply run the installation file. This usually takes only a few minutes.
Note! Bitdefender will detect traces of other antivirus software and ask your permission to remove them. After removal, please restart your PC, then restart the installation. That's all!

2. Getting started
Know your product! Activate it using the key provided earlier in this email, take a first look at it, customize it, then simply allow it to protect you.

3. What is MyBitdefender?
Meet your new security dashboard([redacted]), an essential part of your online security, accessible anytime, anywhere, from any internet connected device. We strongly encourage you to use it to:
Remotely manage the security of your devices Track and recover control of stolen devices with Anti-Theft You can also see all your devices and take advantage of promotions customized for you.




For your Macs

1. Download, save, install.
Download and save the product from the link below:
http://[redacted]
Now simply run the installation file. This usually takes only a few minutes.

Note! You will need to remove all antimalware software currently installed on your Mac, even if it is an older version of Bitdefender. After removal, please restart your Mac, then restart the installation. That's all!

We also advise you to create or sign in with MyBitdefender so that your product is listed in your account.


For your Android Devices


1. Download, save, install.
Bitdefender Mobile Security is available on the Android Market. Search the market for Bitdefender to download and install the app or access the link below.
https://[redacted]

Now simply run the installation file. This usually takes only a few minutes.

Note! You will need to remove all antimalware software currently installed on your Android Device, even if it is an older version of Bitdefender.

2. Activate Your Software
Open Bitdefender Mobile Security.
Enter your MyBitdefender account credentials and tap Sign-in.
If you do not have an account, create one at https://[redacted].
If you do not want to create an account, log in using your Google account.
In the Bitdefender Mobile Security home screen, press the Menu key on your device.
Tap My Bitdefender in the menu that appears.
Tap Upgrade to Premium.
Tap I already have a key.
Type the key in the provided field and tap Validate.

From now on rest at ease, Bitdefender is protecting you!

Awake!
The Bitdefender Team"
If you require more information in regards to this case please let us know.
Best regards,
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/08/11) */
Dear [redacted],
I am sorry for your inconvenience.
Please note that Avangate does not sell any products. Our company manages the eStore for various Software and Online Services companies, including Bitdefender, providing secure online...

payments to their customers.
After placing your initial order for the Bitdefender Total Security 2015, the following screen offers you the option of paying for the Bitdefender Install & SetUp - 1 intervention, for which you no longer have to input your personal information, however, the screen shows the amount that would be deducted for this service and, to continue, you must click on "Place order".
I have followed up with Bitdefender regarding your complaint and a full refund for 29.98 USD has been issued as of XXXX-XX-XX - at this point, the funds should already be available in your Visa balance.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Avangate's explanation. While it is still unclear who is ultimately responsible for the decision behind this tactic I have received a refund for the unwanted second purchase. I will not give BitDefender or Avangate an opportunity to use such a tactic on me in the future however. Once my one year subscription for the product expires I'll select a new vendor to deal with in the future.

Initial Business Response /* (1000, 5, 2015/11/11) */
Dear [redacted],
I am sorry to hear that you are so disappointed in this purchase.
Please know that Avangate is the company that handles the online payment process for www.flexispy.com, the provider of your subscription.
We do not...

have any records regarding the 25 USD charge that you have mentioned, however we will further investigate into this with the software provider.
Regarding the payment for this order, I would like to inform you that we have processed today a full refund and the amount of 99 USD will be posted on your account within the next 2-5 business days.
Kind regards,
[redacted] C.

Initial Business Response /* (1000, 10, 2015/06/24) */
Dear [redacted],
Please note that Avangate does not sell any products. We manage the eStore for various companies, selling software and online services.
Your service was purchased from www.Albion.com and was refunded the same day -...

XXXX-XX-XX
Let me know if you have any questions.
Sincerely,
[redacted] R.
Avangate Support
Initial Consumer Rebuttal /* (3000, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avangate were attempting to sell me online security protection but never did it because I unplugged my computer and told them I did not want the service due to how it was presented. The supervisor stated he would refund the money but there is no bank transaction that proves that the refund was done. Even the bank tried to pursue a refund from the company but were not able to get it due to the process of how the transaction was handled. The company called me 2x trying to sell me service again recently and when I told them I did not get my refund they said they would have their supervisor call me but neither times did anyone call me. They repeatedly gave me the run around. I have still not received a genuine refund only given lip service that it would be done. They need to show proof of their refund to Revdex.com, the bank and I that it occurred.
Final Consumer Response /* (3000, 22, 2015/10/05) */
The company stated they made payment but I have never received any payment. Furthermore, the company has called me multiple times harassing and the threatening me on the phone. One technician stated he would have everyone in their own call me! I have asked them to take me off there list and put me on there do not call list as my legal right but they continue to call me.
Final Business Response /* (4000, 24, 2015/10/20) */
Hello [redacted],
I am sorry to hear that you are still contacted by this company.
I have further checked and after the payment was processed in December 2014, the vendor, Albion Global, placed a partial refund request for you, and the processed reimbursement was for 410 USD. The transaction reference was already provided to you in the previous correspondence XXXXXXXXX.
We have now processed the rest of your refund, and the amount of 189 USD will be visible into your account, within the next 2-4 business days.
We kindly recommend you to call your bank directly for more information about the two refunds processed last year and now. You can also provide them with the next authorization code for the transaction XXXXXX.
Best regards,
[redacted] C.

Initial Business Response /* (1000, 5, 2015/07/23) */
Dear [redacted],
I am sorry for the hassle you had to go through.
Please be aware Avangate is a billing company - our company manages the eStore for various Software and Online Services companies, providing secure online payments to...

their customers. We do not sell any products nor offer technical support on behalf of our Partner companies.
The three payments of 169.99 USD, 49.95 USD and 49.95 USD have been processed on behalf of TechLiveConnect (TLC) http://techliveconnect.com and a refund has already been authorized for the 169.99 USD amount. To settle this matter, I have issued a refund for the two charges of 49.95 USD and the full credit (for all three charges) will appear in your account balance within the next 2-6 business days.
Unfortunately, we cannot assist with uninstalling any items from your computer, however, I have forwarded them your request and a representative should reach you as soon as possible regarding this matter. If you want to contact them directly, please find below their information:
Support URL: TechLiveConnect (TLC) http://techliveconnect.com
Support Email: [redacted]@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Best regards,
[redacted].
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have 3 times said they are refunding my payment over the past week or so,,, to date it has not been refunded... live tech can email me instruction to remove the items after the refund is made.. I do not want them taking control of my computer
Final Business Response /* (4000, 9, 2015/07/30) */
Dear [redacted],
I have checked with our Financial Department regarding this issue and the refunds have been approved as follows:
Order reference number XXXXXXXX for 169.99 USD, refund approved on XXXX-XX-XX
Order reference number XXXXXXXX for 49.95 USD, refund approved on XXXX-XX-XX
Order reference number XXXXXXXX for 49.95 USD, refund approved on XXXX-XX-XX
Usually, the refunded amounts appear in your account balance within 2-6 business days from the date they are authorized, so please allow up to one week to have the funds updated.
I have once again forwarded your request to TechLiveConnect and requested for them to e-mail you the instructions on how to remove any software they have previously installed on your device.
If you want to reach them directly for further instructions, please use the details below:
Support URL: TechLiveConnect (TLC) http://techliveconnect.com
Support Email: [redacted]@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Best regards,
[redacted]
Avangate Customer Support
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/09/30) */
Dear [redacted],
Thank you for contacting us.
Avangate manages the eStore for Auto-Forward.com, the company from which you have purchased their products. According to their website, it is stated that all Apple devices must be jailbroken...

in order to install the app.
http://[redacted]
We would love to refund the purchase back to you since you cannot us it. However, at the moment, there is a dispute opened with your bank regarding this transaction. While the dispute it is open, we are not able to issue a refund as our account will be debited twice for the purchase. There are two options available for you:
1. You can leave the dispute open and, once the bank finishes the investigation, we may issue a refund, in case one has not been granted by them already.
2. You can close the dispute with your bank and contact us afterwards. We will be able to issue a refund on the spot.
In case you need further details, please contact our Shopper Support line, available 24/7 at:
http://www.avangate.com/contact-us/
Thank you.
The Avangate Support Team

Initial Business Response /* (1000, 11, 2015/06/26) */
Hello, [redacted].
I am sorry to hear about this.
The StopZilla order was for 59.95 USD as below.
Order Reference #XXXXXXXX
Website: http://www.stopzilla.com
Amount: 59.95 USD
EMAIL: [redacted]@hotmail.com
Product(s): 1 x...

STOPzilla Antivirus 7.0 3PC / 1 Year Subscription
Order status: Processed and delivered [redacted] GMT+1).
The 299.98 USD order was for a technical support service from Infia.com as below.
Order Reference #XXXXXXXX
Website: http://www.tech.infiaglobal.com
Amount: 299.98 USD
EMAIL: [redacted]@hotmail.com
Product(s): 2 x Virus Protection Services
Order status: Processed and delivered [redacted] GMT+1).
We have processed a refund for the second order and the funds will be available within the next 7 business days.
Sincerely,
[redacted] R.
The Avangate Support Team
Initial Consumer Rebuttal /* (3000, 13, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am using StopZilla Antivirus 7.0/1 year subscription. Apparently Avantgate did not give me the proper Website to ask for my money back. So now I will try to get my money back from http://www.tech.infiaglobal.com
Final Business Response /* (4000, 15, 2015/07/03) */
Dear [redacted],
I am sorry for this misunderstanding.
The refund is being issued for the order reference number XXXXXXXX, for 299.98 USD. The amount will be showing up your account balance within the next 7 business days.
For details concerning the refund process, you can call our 24/7 customer support number (XXX) XXX - XXXX.
Best regards,
[redacted] C.
Avangate Customer Support
Final Consumer Response /* (2000, 26, 2015/07/17) */
I finally received my refund of $299.98.

CUSTOMER SERVICE SHOULD NOT RAISE THEIR VOICE TO CUSTOMERS, BUT THEY DID.
On Jan 23, 2015 my 92 year old father (wears hearing aids and sight is declining) received a pop-up on his computer saying it was infected. The pop-up prompted him to call the number listed to get the computer cleaned. He paid $249.98 on his card to get his computer cleaned.

On Jan 31 he called and said something was wrong with his computer. I went over the same day and noticed everything had changed. His display was different, files were missing and most disturbing to him, his email addresses were missing from outlook. He showed me the receipt for payment and I told him that if it were ME, I would call and get a refund because I THINK that what they did "fixing" the computer actually messed it up. He agreed and I told him I would call for him.

I called the so called "customer service" number. My call was promptly answered. I explained that I was calling on behalf of my father, told them what I experienced as I was sitting at his computer and said he wanted to cancel the service and get a refund. I was met with polite resistance AT FIRST. I told the CSR this was not up for discussion and that I was "giving them an opportunity to do the right thing and provide great customer service by providing a refund" as mentioned in their guarantee. The CSR transferred me to another person (everyone I spoke to had foreign accents) named Mr. [redacted]. I explained my experience again. He tried to talk me out of cancelling but eventually said a refund would be issued (full amount) in 8-10 working days. THAT IS WHEN ALL HECK BROKE LOOSE.

As I was going through a system restore on his computer, I received CALL #1 from their "customer service". It was a female who raised her voice and said they would not issue a refund and that my dad did not get a pop-up, implying he found the company's number late a night and called them unprompted. She berated me for about 3 minutes. I told her too that I was "giving them an opportunity to do the right thing and provide great customer service by providing a refund". I also said I would contact the credit card company to handle the issue if they did not agree to a refund. She continued to shriek at me so I hung up. Within a minute I got CALL #2. It was a man who started in again. I told him he had 2 minutes to explain himself. He said all I need is one and started in on me again. I broke in and told him to call my phone if he wanted to discuss the issue. I provided him my cell number and promptly hung up.

I then received another call from them which did not last long. I was done with them. For the next 10 minutes they called my number several times as well as my fathers.

I work at a large airport and am well versed in customer service. If I EVER treated a single customer like they treated me I would be fired immediately, and rightfully so. Yes, I did raise my voice a bit and did get terse with them, but when someone tries to take advantage of MY father, you get what you deserve.

This computer service may work for some people, but at $249.98 I think you can do much better off the shelf and not have to berated by angry rude foreigners.

Initial Business Response /* (1000, 10, 2014/05/29) */
Hello, [redacted].
I apologize for any inconveniences.
Avangate manages the eStores for thousands of Software and SaaS providers, offering secure online payments to their customers. We do not manufacture any products. Nonetheless, I...

will be able to help you in sorting this situation.
It appears that you have purchased a subscription for your PC(s) from one of our Partners - www.techliveconnect.com. The transaction was a manual one - made by customer on the manufacturer's website - as the IP from which the order was placed is from [redacted] (same as your billing state).
Refunds are approved directly by the Service Provider (TechLiveConnect). On your behalf, I have sent them a written request and asked them to authorize a refund for 499.99 USD. Once I receive the confirmation, the refund will be processed and a confirmation email will be sent to your SbcGlobal.net email address. Please allow up to 5 business days for the refund to be issued.
In case you need any further updates regarding the refund status, please contact our Shopper Support Center using the details below. Our representatives are available 24/7:
http://www.avangate.com/contact-us/
Sincerely,
[redacted] R.
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/01/10) */
Dear [redacted],
I am sorry to hear about your loss.
Avangate solely manages the eStore for www.unioptimizer.com, ensuring a safe payments system for their customers.
Our system shows you have contacted our Customer Support...

directly and a refund has been approved on XXXX-XX-XX for the 163.91 USD. This amount should be updated on your PayPal account within a couple of days. Rest assured, no other charges will be attempted for this account.
Wishing you a lovely day,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/12) */
1-9-15
Sent via email:
I have received a full refund from Avangate for the questionable purchase and also the automatic renewal. Thank you very much for your help to resolve this issue.
Mrs. [redacted] E. [redacted]

Initial Business Response /* (1000, 5, 2015/03/06) */
Dear [redacted],
I am sorry for the terrible situation you had to put up with.
Please note that Avangate solely processes Software and Software-as-a-Service companies, providing a secure online payment environment to their shoppers and...

offering only payment-related assistance to them. We do not manufacture, promote, nor sell any products. Moreover, our Customer Support agents do not place any kind of outbound calls, nor have the technical means of accessing computers remotely.
Your information is indeed in our system, for purchasing the "Fix It Now" service, from one of our partners, TechLiveConnect (www.techliveconnect.com), on XXXX-XX-XX. This order has been refunded, at your request, on XXXX-XX-XX. I went ahead and sent a request to TechLiveConnect to ensure they do not contact you to upsell any services.
Unfortunately, we have been notified about several instances of agents/companies calling and claiming to be Avangate and offering technical support services and we are currently running an investigation regarding this matter. Any information you may have on this situation is valuable to us, so if you have any other details you can provide us with, please contact our 24/7 Shopper Support Team at:
http://www.avangate.com/contact-us/
Best regards,
[redacted]
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/12/23) */
Hello [redacted],
We were unable to locate any charges listed on your Avangate account matching the description you provided us with.
These are the only orders associated with your account:
16298243 2013-04-08 09:02:11...

($9.95)
22371409 2013-12-10 00:13:23 ($9.95)
25678822 2014-04-02 18:51:14 ($9.95)
33310529 2014-12-08 21:16:30 (Pending)
The last payment was taken out of your account on the 2nd of April (XXXX).
Additionally, you were not charged for the last order (flagged as Pending).
It is possible that the charges you were questioning were in fact processed by a different billing company working under iolo.com.
Could you please give us a more detailed description of the respective charges?
Please don't hesitate to contact us should you require additional information and/or assistance.
Best regards,
[redacted]
Avangate Customer Services

Initial Business Response /* (1000, 5, 2015/03/20) */
Dear [redacted],
I am sorry to hear about this unpleasant situation.
Avangate manages the eStore for Bitdefender.com, as well as for other Software and Software-as-a-Service companies, providing online payments to their shoppers. We do...

not manufacture any products.
The charge of $ 89.95 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.com. The automatic renewal is stated in the shopping card, right before the "Confirm Order" button, as:
"Continuous Protection provided by Bitdefender will keep your computer protected from latest viruses and Internet threats by Automatically Renewing your subscription at the then-current renewal price plus applicable tax. You will be notified by email about renewal prior to the expiration of your subscription. Without taking any actions you authorize Avangate, online vendor of Bitdefender, to automatically charge your credit card by using the contact and billing information you provided for your purchase today."
Below it, there is the option of disabling this feature, as well as the mention that it can be removed at any time by contacting the Customer Care.
Furthermore, a subscription expiration notification has been sent to [redacted]@vanalt.com by Avangate, 7 days ahead of the charge being processed, allowing you to decide whether to continue with the charge or to simply disable the auto-renewal. Unfortunately, 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,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/03/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/02/01) */
Dear [redacted],
I am sorry for your inconvenience.
Please be aware that Avangate solely manages the eStore for www.highstermobile.com. We do not manufacture, sell, nor offer any technical support for the products offered on their...

website.
You have placed indeed two orders for Highster Mobile Pro Edition, order reference numbers XXXXXXXX and XXXXXXXX, for 69.99 USD each, however, our records show you have not yet contacted our Support Team regarding either of the two purchases.
I have applied a full refund for the order reference number XXXXXXXX and the amount will show up in your PayPal account balance within the next couple of days. Unfortunately, for the order reference number XXXXXXXX we are unable to process a refund at the moment, as a dispute has been open with PayPal. Whenever you open a dispute, an investigation is opened by the issuer (in your case PayPal), who also manages the refund process. You may either proceed with the dispute or your may close it and Avangate will handle the refund directly.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, I can confirm one refund, the other one still waiting and the account was closed.
I contacted customer support on 07 December XXXX XX:XX PM for booth keys.
Once I got the second refund or an working app will agree to close the complaint.
Thanks!
PD Last response to them:
[redacted]
Dear [redacted]
As you can see, we are searching for a "Working App",
Your 10d "satisfaction" period it's about that.
Our issue it's about a non working offered software, common called "non received service"
If you offer something that don't works, then you are selling a "fraudulent product"...example a Car that don't turns on...or a phone that never was able a call because the battery it's bad.
Please understand that we tried to put this working with 2 licenses and 2 different phones, but your customer service was unable to help because the software have a bug that another company resolved in other phones we own.
We see 2 options...
1. Fix the app
2. Refund
We will be happy if you can fix it...if not, there is no options to start a complaint process with Paypal and/or our Legal Department because sell a non working software.
And FYI, if you fix it, we can buy more licenses for the company stuff.
Please, review it with good faith and let me know ASAP.
Thanks
[redacted]
Final Business Response /* (4000, 14, 2015/02/27) */
Final Consumer Response /* (2000, 16, 2015/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/01) */
Dear [redacted],
I am sorry to hear about the unpleasant situation you had to deal with.
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. Our assistance is solely provided for payment-related issues.
The only payment you have processed through our system is of 99.95 USD, for technical support services from TechLiveConnect (TLC) http://techliveconnect.com. A refund has already been issued for the amount on XXXX-XX-XX.

Regarding any other charges, I would recommend calling the billing company (their details should be available on your statement, next to the corresponding charge) or the vendor. You can reach TechLiveConnect (TLC) at:
Support URL: TechLiveConnect (TLC) http://techliveconnect.com
Support Email: [redacted]@techliveconnect.com
Support Phone: XXX-XXX-XXXX
Best regards,
[redacted] C.
Avangate Customer Support

Initial Business Response /* (1000, 5, 2015/03/18) */
Dear [redacted],
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 shoppers. We do not...

manufacture any products.
The charge of $ 24.99 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.com. 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/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 [redacted]@aol.com by Avangate, 7 days ahead of the charge being processed, allowing you to decide whether to continue with the charge or to simply disable the auto-renewal. Unfortunately, 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 ( $ 24.99) 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, 2015/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you. A refund is all I wanted in the first place.

Initial Business Response /* (1000, 8, 2015/01/23) */
Dear [redacted],
I'm sorry to hear about your horrible experience.
Please be aware that Avangate solely manages the eStore for www.iobit.com. We do not manufacture, sell, nor offer any technical support for the products offered on...

their website.
Our system does indeed show you have placed an order for the Advanced SystemCare 8 PRO from IObit on XXXX-XX-XX. However, we do not deal with activating the product, promoting it - or any of the items sold by any of our Partners, nor troubleshoot any of the issues the software might have.
I have forwarded your case to IObit and they will further investigate this situation for you and, based on their results, they will contact you directly to offer a suitable resolution.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received the above the Avangate customer support except one email that wanted information on the telephone # and details of what happened, although it was explained to them in the email sent to them by you. The above explanation was never received by me. From what I have seen above their explanation is based on "partners" of the product which is unacceptable. the Product is AVANGATE whether it is Iobit, or their internet security product. I have checked on Google & have seen all the complaints that have been filed, seems I'm not the only one that has been scammed, but to make sure you understand I HAVE NOT RECEIVED THE ABOVE INFORMATION.
Final Business Response /* (4000, 12, 2015/02/02) */
Dear [redacted] ,
Please be advised that Avangate offers software vendors a full featured eCommerce platform, expertise and tools to sell and promote their software products online. We do not manufacture any anything . Our assistance is limited to providing information about the payment process. Due the fact that Avangate does not manufacture any products we do not initiate phone calls to sell anything.
In order to help you to solve this problem we will contact Iobit on your behalf and they will be able to further investigate the situation and assist you.
Kind regards,
[redacted] R
[redacted] R
Final Consumer Response /* (2000, 14, 2015/02/04) */
2-3-15
Sent via email:
I have received an email from [redacted] from ASC support (Iobit) asking if I activated the program and I replied to her I did. There was no apology, none whatsoever for what their technician did. Would I renew with them next year ....I doubt it.
[redacted]
2-4-15
sent via email:
Yes, seems this was just a waste of time and emails..........this company doesn't know etiquette, customer service. Thanks you.
From: [redacted] (mailto:[redacted]@Revdex.comemail.org)
Sent: Wednesday, February 4, XXXX XX:XX AM
To: [redacted]'
Subject: RE: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXX-XXXXXXXX-XX-XXXX)
Good morning,
Can I close your case resolved?
Kind regards,
[redacted], Dispute Resolution Specialist