Avangate, Inc.

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 iYogi 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.iYogi.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.
Per your request we have issued a refund for the full amount and we have disabled the automatic renewal to avoid any future charges for this subscription. The refund was processed on December 3rd so by now you should show the amount of $249.99 as credit in your account.
Sincerely,
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/02/02) */
Dear [redacted],
Avangate offers software vendors a full featured eCommerce platform, expertise and tools to sell and promote software online. We do not manufacture any products. Our assistance is limited to providing information about...

payment related issues and questions.
The order was trigged by the automatic renewal enabled in your account. Our records do not show any requests made to our Support team regarding the status of the renewal.
We would like to inform you that we have already processed a full refund for this transaction. Please find below the refund information:
Order Reference #XXXXXXXX
Website: http://www.bitdefender.com
Amount: -89.95 USD
EMAIL: [redacted]@shift-hogs.com
Product(s): 1 x Bitdefender Total Security 2015
Order status: Canceled . The refund has been processed on XXXX-XX-XX.
Together with the cancellation of the order, the recurring payments have been stopped for your account.
For further assistance do not hesitate to contact Avangate.
Kind regards,
[redacted] R

Initial Business Response /* (1000, 5, 2015/03/20) */
Dear [redacted],
I am sorry to hear about this unpleasant situation.
Avangate manages the eStore for Systweak.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.
We have looked into this and this appears to be a legit transaction .
The name of the product that was purchased is TuneupMyMac. The product is manufactured and provided by a software company called Systweak (http://www.systweak.com)
The billing address and the phone number listed on the order are the same as the information provided by you on the Revdex.com complaint. Also the IP of the order indicates that the transaction was received from your home town ([redacted]). The order was placed under the name of : C. R. "[redacted]" [redacted].
We hope that all this information will help you to remember the transaction and solve the problem.
We look forward to hear from you. For any other information do not hesitate to contact Avangate.
Kind regards,
[redacted] R.

Initial Business Response /* (1000, 5, 2015/01/07) */
Dear [redacted],
I am sorry for this inconvenience.
Avangate only manages the eStore for www.dgtsoft.com, providing secure online payments to their customers. We do not manufacture, nor sell, any of the products listed on...

www.dgtsoft.com.
In order to settle this matter, I have cancelled the order for you and a refund has been approved for the full amount billed. The funds will be available in your account within 2-5 business days.
Have a lovely day!

[redacted] C.
Avangate Support Team

Initial Business Response /* (1000, 5, 2015/02/19) */
Dear [redacted],
Online payments for orders placed on http://www.[redacted].com are processed by Avangate as a reseller of Spyrix, the merchant operating http://www.[redacted].com. Support for any issues other than online payment processing...

is provided by the software / service provider (Spyrix). This includes: download, registration, installation, pricing (sales discounts) and full technical support for the purchased software.
Avangate does not manufacture any products. Our assistance is limited to providing information about payment related issues and questions.
We have received your claim regarding the product and we have informed the software provider and ask them to contact you directly and offer assistance in order for you to be able to use the product properly.
Refunds are approved only by the software manufacture. We have forwarded this request as well.
Due the fact that we have no resolution from the and in order to settle this matter we have cancelled the transaction and processed a full refund ( $ 79) for you . The money will be returned to your account within the next couple of business days.
For further assistance do not hesitate to contact Avangate.
Best regards,
[redacted] R.

Initial Business Response /* (1000, 5, 2015/05/11) */
Dear [redacted],
I am sorry for the situation you have been facing and for all of the delays.
Kindly note a refund has been issued and a check has been sent out as of May 8th. Usually, it takes up to 7 business days to receive the...

check.
For any further questions concerning the refund process, you may also reach our 24/7 Customer Service at:
http://www.avangate.com/contact-us/
Best regards,
[redacted] C.
Avangate Customer Support

Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/09) */
Dear [redacted],
I am sorry to hear about your happening.
Please be aware that Avangate handles the online payment process for various software providers, among which www.systweak.com, the company that provided you the service. We do...

not sell any products or technical support services.
According to our records, you contacted our Customer Support Department on September 29, 2015 asking for the full refund of the charged amount.
On the same day your request has been handled and the full refund was processed. The amount should be visible by now into your account.
Kind regards,
[redacted] C.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I see that I was only refunded $30.00 on 9/30/15 from Advangate/Systweak. The total refund should be $78.00. They owe me an additional $48.00.
Final Business Response /* (4000, 18, 2015/10/26) */
Dear [redacted],
I am sorry to hear about this unpleasant situation.
We have requested the refund to processed by our financial department for the left amount of 48$ .
Your refund will be processed within the next 48 business hours, and you will also receive a confirmation email.
For any further concerns, feel free to contact us directly.
Best regards,
[redacted] M.
Final Consumer Response /* (2000, 22, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/14) */
Dear [redacted],
I am sorry for your inconvenience.
Kindly note that Avangate manages the eStore for various Software and Online Services companies, providing secure online payments to their customers.
You have indeed sent us a...

request to remove the auto-renewal option on XXXX-XX-XX, however, you have provided us with a different e-mail address than the one you had the Driver Booster 2 PRO subscription on - [redacted]@gmail.com. My colleague has disabled the auto-renewal option for all of your subscriptions for the e-mail address provided. Unfortunately, since you have two separate accounts, we could not pull up your records for the e-mail address [redacted]@gmail.com, as to remove this option.
I went ahead and cancelled the order and processed a refund for the order reference number XXXXXXXX. The full amount of 22.95 USD will be returned to your PayPal account within a couple of days.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue is resolved.

Initial Business Response /* (1000, 8, 2015/02/27) */
Dear [redacted],
I am sorry for the unpleasant situation you had to deal 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.
Your information is indeed in our system, for purchasing the STH Identity Protector Gold (2PC 1YR), from one of our partners, www.techliveconnect.com, on XXXX-XX-XX. I went ahead and sent them a request to ensure they do not contact you to upsell any services.
We have also received various complaints that agents call posing as 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/
Have a lovely day,
[redacted] C.
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear [redacted],
Thank you for your message
We have located three different orders in our system under your name and billing details. Please find the details below:
Order Reference #XXXXXXXX
Website:...

http://www.usdeception.com
Amount: 37 USD
EMAIL: [redacted]@yahoo.com
Product(s): 1 x Conquering the Coming Collapse: Real, Proven Survival Strategies When Money Turns Into Dust
Order status: Processed and delivered (2014-03-06 22:41:01 GMT+1).
Order Reference #XXXXXXXX
Website: http://www.usdeception.com
Amount: 49 USD
EMAIL: [redacted]@yahoo.com
Product(s): 1 x Preparedness Platinum Package
Order status: Processed and delivered (2014-03-06 22:55:43 GMT+1).
Order Reference #XXXXXXXX
Website: http://www.usdeception.com
Amount: 29 USD
EMAIL: [redacted]@yahoo.com
Product(s): 1 x Safe And Cheap Survival Retreats
Order status: Processed and delivered (2014-03-06 23:02:43 GMT+1).
The payment receipts have been sent to your Yahoo.com by Avangate. However, please be advised that the delivery of the product is handled by the Publisher directly. You may contact them at:
Support URL: http://www.usdeception.com
Support Email: [redacted]@usdeception.com
Support Phone: -
Alternatively, we can send them a notification on your behalf.
Please let us know if you need further details.
Sincerely,
The Avangate Team
Initial Consumer Rebuttal /* (3000, 7, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have NOT received any of the above products.
The address given to us to contact DO NOT WORK!
Please let us know if they will be a pamphlet or a book. Thank you.
Final Business Response /* (4000, 14, 2014/04/03) */
Dear [redacted],
Thank you for contacting us.
We would like to confirm that there will no recurring charges from Avangate for the purchased products.
Thank you.
The Avangate Team
Final Consumer Response /* (3000, 12, 2014/04/02) */
I've been checking and found that they did ship the product, but it is an internet program. I was expecting something solid like a pamphlet or a book. So I guess will have to pay them. I would like to tell them to: NOT CHARGE ANYTHING MORE ON OUR CARD! And I don't want to do buisness any more with that company. If you will do that I will be most appricated. Thank you so much for your help, You did great!

Initial Business Response /* (1000, 5, 2015/04/10) */
Hello, [redacted].
I would like to apologize for this entire situation.
I have checked with our Financial Department, as well as with your Account Manager, and it appears that the matter has been settled and the 16,500 USD will be...

returned to you alongside your next Avangate payment.
Please let me know if you require additional details.
Have a lovely day,
[redacted] R
Shopper Support Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/04/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We haven't received the refund yet. We have been promised refund in the past but never received it. So we can't close the case till refund hits the bank account.
Final Consumer Response /* (2000, 10, 2015/04/28) */
We have received the refund so we would like to close this case

Initial Business Response /* (1000, 5, 2016/01/06) */
Dear Mr. [redacted],
Thank you for contacting Avangate.
We are sorry to hear about your issue. A refund request was sent to Bitdefender and the auto-renewal was disabled. Bitdefender will contact you via email within 24 hours to confirm...

the refund. You can also reach them at X-XXX-XXX-XXXX for more details.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Avangate has agreed to a refund. On a phone conversation I was told on January 9, 2016 that a refund would take 3 to 5 business days. So far no refund.
Final Business Response /* (4000, 14, 2016/01/21) */
Hello,
Thank you for your reply.
The design of the Bitdefender site and its content does not depend on Avangate. We suggest to talk with Bitdefender about the way that the Auto-renewal is displayed on the site.
The refund has been done on XXXX-XX-XX for the full amount on the card ending in 6087. You can check with the bank to see if it was posted.
Sincerely,
[redacted]
Final Consumer Response /* (2000, 16, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund finally given.

Initial Business Response /* (1000, 5, 2015/01/14) */
Dear [redacted],
I'm sorry for your inconvenience.
Avangate does not sell any products. Our company manages the eStore for various Software and SaaS companies, providing secure online payments to their customers.
The charge of 69.93...

USD has been applied as an automatic renewal for products purchased from www.iobit.com: Advanced SystemCare 8 PRO, Smart Defrag 3 PRO, Protected Folder, on the date of XXXX-XX-XX, using the e-mail address [redacted]@new.rr.com.
I have removed the automatic renewal option for all of the products and no additional charges will apply. Following your request, I have also informed IObit, the software manufacturer, of your decision to stop using the products and to be reimbursed for the full value charged.

Tipically, we allow the vendors up to 5 business days to contact their customers regarding the refunds. If by January 21st you have no answer from IObit, we will manually apply the refund for you.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/01/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/10) */
Dear [redacted],
I am sorry to hear about this problem.
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 manufacture any products.
Support for any issues other is provided by the software / service provider (Bitdefender.com). This includes: download, registration, installation, pricing (sales discounts), product details and full technical support for the purchased software. Refunds are also approved by Bitdefender.
We understand that this is unpleasant situation and in order to settle this matter we have canceled both transactions and processed a full refund ( $ 31.99 + $79.99) for you . The money will be returned to your account within the next couple of business days.
Kind regards,
[redacted] R

Initial Business Response /* (1000, 5, 2014/09/30) */
Dear [redacted],
We are sorry to hear that you have not been able to use your MacX DVD Video Converter PRO Pack.
Please note that Avangate solely manages the eStore for www.macxdvd.com. We are responsible for securely processing their...

online payments.
Technical assistance and product details are offered directly by the software manufacturer. For your convenience, I have sent them a refund notification on your behalf. Once we get their authorization, the 34.95 USD will be returned to your Discover card. Please allow up to 7 business days for the process to be completed.
In case you need further details regarding the payment or refund, please contact us at:
http://www.avangate.com/contact-us/
Have a lovely day.
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/03/04) */
Dear [redacted],
I am sorry for your inconvenience.
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....


Upon your initial purchase, on 2014-02-01, you received the Advanced SystemCare 7 PRO with 2014 Gift Pack, containing the following: Protected Folder, Smart Defrag 3 PRO and IObit Uninstaller PRO. While placing this order, the automatic license renewal option remained enabled for all of the products.
As a result, 4 subscription expiration notifications have been sent to [redacted]@msn.com, the e-mail address you have selected for delivery, by Avangate on Jan 25, 2015 20:03. The notifications have been sent 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.
Our records show that IObit has applied a refund for the full amount of 89.92 USD 2015-02-09 and the funds should already be available in your PayPal account. I also ensured there will be no additional charges and the notifications are disabled.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund had been posted to my paypal account on Feb 9, 2014. Apparently the refund was swift in coming. Although I don't use the email account often, it is the one associated with my paypal account. I am sorry for any additional inconvenience to the company.
Bravo to the Revdex.com for the years of service. I am truly grateful.

Initial Business Response /* (1000, 5, 2015/01/10) */
Dear [redacted],
I am sorry for the hassle you have dealt with.
Avangate solely manages the eStore for www.driver-soft.com, offering their customers a secure payments system. We do not manufacture, nor sell any of the products listed on...

this website.
Kindly note that, in the case of a dispute being open, we are unable to issue a refund at the same time.
However, we have already received a response from www.driver-soft.com confirming the refund has been granted. The amount will show up on your account within the next 2-5 business days.
Wishing you a lovely day,
[redacted] C.
Avangate Customer Support

Initial Business Response /* (1000, 5, 2014/10/17) */
Dear [redacted],
I am really sorry that you were not able to use our Partner's product.
At Avangate, we only manage the eStore for Auslogics.com providing secure online payments to their customers. Refunds are approved directly by the...

Software Manufacturer.
I have sent them a refund notification on your behalf recommending a refund for this order. Once we receive the authorization, the money will be returned to your card.
In case you need further updates regarding the refund process, please contact our Support Team at:
http://www.avangate.com/contact-us/
Sincerely,
[redacted] R
Shopper Support Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avangate should have noted to the manufacturer directly to approve the refund, which they refused to do. This shows Auslogics.com's actions will not be enough, since the manufacturer was steadfast in their refusal.
I have talked with my credit card company and disputed the charge; I mentioned to them I would do this. My company has given me a credit for what happened with this company. While I don't agree with how this was handled, any further action to be taken will be best left with the manufacturer at this time.
Final Business Response /* (4000, 9, 2014/10/29) */
Hello, [redacted].
I am really sorry that the product did not work as expected.
We have received the following reply from our Partner:
From: Aiseesoft Support Team Sent: 2014-10-13 10:57:35 +0300
To: Avangate Support Team ;[redacted]@gmail.com
Subject: Re: Refund requested: order #XXXXXXXX http://www.aiseesoft.com
Dear Customer,
What file our program can recover for you directly from ios device
depends on your ios device type.
For iPhone 4/3GS, iPad 1 and iPod touch 4, our program can recover
original image and the thumbnail of the image.
But as for iPhone 6/6 Plus/5s/5c/5/4S, iPad 4/3/2/Air, iPad mini/mini 2
or iPod touch 5, our program can only recover the thumbnail of the image.
If your device is iPad mini, our program can only recover the thumbnail
of the image for you.
But the premise is that after you lost your pictures, you do not do any
other operations, or the original picture data were overwritten,
if there is no original data, we are sorry our program cannot assist you.
Did you backup your files with iTunes/iCloud before, if you did, you can
recover files from iTunes/iCloud backup file.
Best Regards
We did receive the dispute from your bank. At the moment, the claim is being investigated by your bank and our Financial Department. In case of updates, you will be notified via email.
Sincerely,
[redacted] R.
Customer Service Manager
Final Consumer Response /* (2000, 11, 2014/10/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do not wish to pursue further action on this. My credit card company credited the value I lost on this product back to my account. While it is disappointing the company themselves did not do this and tried to pass me off as the one at fault when they did not bother to help, my account is credited and I was satisfied. Thank you Revdex.com for your help in this matter.

Initial Business Response /* (1000, 5, 2015/07/15) */
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, including www.supportsquare.net,...

providing secure online payments for their customers.
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 with. We do not upsell, provide product information, nor are able to troubleshoot any issues other than payment related situations. All of our Customer Support numbers are found here: http://www.avangate.com/shopper-support/call-center-support.php - the number X-XXX-XXX-XXXX does not belong to Avangate.
In this case, it appears that you have directly communicated with the vendor, www.supportsquare.net, regarding your refund request, as we have no contact from you from the purchase date XXXX-XX-XX up to present.

At this point, a dispute is still open regarding this charge and we are unable to proceed with a refund as such. Whenever you open a dispute through your card issuer, an investigation is launched in order to establish the validity of the holder's claim to decide in favor of or against it. In this case, you may either proceed with the dispute or you simply close it and Avangate will process this refund for you.
For any further questions regarding the refund process, feel free to contact us at our 24/7 Customer Support number (XXX) XXX - XXXX.
Best regards,
[redacted].
Avangate Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My initial bill had "Support Square" at the top of my invoice, and it stated "Provided by Avangate Inc., Redwood City, CA, XXXXX. And the invoice had
"avangate" and the address of Avangate Inc. in Redwood City, CA at the bottom.
How are they not responsible???
They are obviously connected to the vendor as they are both listed on the letterhead.
Incidentally, it also has "www.avangate.com" at the right-hand top of the same invoice.
I can forward a copy of that invoice if it would be of help.
The debit to my American Express credit card was listed as "Avangate*supportsquare-XXX-XXX-XXXX.
That number is the Avangate "Support Center".
I guess that they do not think that they should stand behind their product nor the work of their "vendors", but it is obvious that they are linked.
If one searches on-line for "support square", you are directed to "click4support" which is the name given by the person that intercepted the call to Apple after-hours support line. You also see all of the scam alerts and complaints about this company. The Revdex.com Business Review states that it is not accredited. I wish that I had checked before I proceeded, but I felt that I had to retrieve my password, and that American Express would handle my request for refund.
Final Business Response /* (4000, 10, 2015/07/24) */
Dear [redacted],
Allow me to shed some light on the matter. Avangate is a billing company that processes payments for thousands of companies selling software products and online services, among which www.supportsquare.net. Our information shows up on your bank statement and as well in the payment receipt since we process the payment - and therefore take full responsibility for the billing process. This includes the actual transaction processed, ensuring the information entered is encrypted and also that you are sent an invoice corresponding to your payment.
We are not involved in the manufacturing, selling, advertising or providing technical support for any products/services provided by any of our Partners.
Regarding your complaint towards www.supportsquare.net, I have forwarded your complaint your information to the corresponding parties to ensure they are compliant with the better business practices. Any other information you may have on this matter will be greatly appreciated and will be forwarded for review. As we seriously take into consideration the feedback received from customers, we have stopped the collaboration with SupportSquare.com.
As far as your refund request goes, I have checked again with our Financial Department and the dispute is still open with American Express. We cannot issue a refund while the status is open as our account might be debited twice for the same amount - once for the refund and once by your bank in account of your dispute. There are two alternatives of you receiving your money back: you can either continue the dispute process and wait until your bank reaches a resolution or you may cancel the dispute and we will refund the order directly. From my experience, a dispute process lasts around 2-3 months. It would be a lot faster if you close the dispute and have us refund the order for you.
For any questions you might have regarding the above issues, you can also reach our 24/7 Customer Support at:
http://www.avangate.com/shopper-support/call-center-support.php
Best regards,
[redacted]
Avangate Customer Support

Dear [redacted],
I am sorry to hear about the situation you’ve experienced.
Please know that Avangate only handles the online payment process for various online stores, including[redacted], processing the payments for their customers in a secure environment....


I have forwarded your refund request to our financial department for both orders placed with this company. Please be aware it typically takes between 2 and 6 business days for the amount to be posted back into the account initially charged.
When the refund is processed successfully on our end, you will be sent a separate confirmation message to acknowledge this operation.
Have a good day,
[redacted]