Avangate, Inc.

Initial Business Response /* (1000, 5, 2015/05/03) */
Dear [redacted],
I am sorry for the situation you had to deal with.

Kindly note that Avangate manages the eStore for various Software and Online Services companies, among which www.program4pc.com, providing secure online payments to...

their customers.
It seems that, in regards to your requests, you have dealt directly with the software manufacturer. We have not received any messages from you for either technical support or the refund for this product.
We have received a confirmation that your refund has been approved by www.program4pc.com on XXXX-XX-XX. The full amount of 59.95 USD will be returned to your MasterCard within a couple of days.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/15) */
5-15-15
Sent email to consumer:
Good afternoon,

I am in review of your complaint. Has your issue with Avangate been resolved?

Kind regards,


[redacted], Dispute Resolution Specialist
Received email from consumer:
[redacted]
yes it has ...thanks for your response

Initial Business Response /* (1000, 8, 2014/12/17) */
Dear [redacted],
I am sorry to hear about this inconvenience.
Avangate does not sell any products. We manage the eStore for various Software and Software-as-a-Service companies.
I have tried to locate the charge in our records and...

initiate a refund for it. However, I am not able to find any transaction using the details specified in this complaint. Can you, please, provide me with the order reference number or the last 4 digits of the card billed?
Sincerely,
[redacted] R.
Customer Service Manager

Initial Business Response /* (1000, 8, 2015/01/05) */
Dear [redacted],
I am sorry for the inconvenience.
Our records indicate that you have signed up to a monthly subscription from WorthPoint.com. Avangate manages the eStore for Worthpoint, providing secure online payments for their...

shoppers.
On XXXX-XX-XX you have signed up for their monthly membership plan (order XXXXXXXX). As specified on their Sign-up Page (link below) and on the Membership confirmation page, the subscription is renewed automatically function on the type of subscription chosen. The recurring payments can be disabled at any time.
https://www.worthpoint.com/product/index
On XXXX-XX-XX, we have received a dispute from your bank regarding this transaction. According to the issuing bank, you have reported the transactions as being fraudulent. Whenever a dispute is opened, your issuing bank requires proof from the Merchant (Avangate) that will support or disclaim the card holder's claim. Our Financial Department has been in contact with your bank and we are now awaiting the results of their investigation. If the claim will be closed in your favour, a refund will be processed accordingly.
Sincerely,
[redacted] R.
Customer Service Manager

Initial Business Response /* (1000, 5, 2015/09/01) */
Dear [redacted],
Avangate manages the eStore for various companies, selling software and online services. We do not sell any software products or services.
The service that you have purchased was from Albion Global Inc.
I fully...

understand that you wish to request a refund and please know that we are not trying to deny this right for you; instead I would like to make you aware of the following facts:
By way of background, Avangate provides a digital commerce platform for vendors such as Albion Global to process credit card and bank card transactions. Avangate terminated its contract with Albion Global on Monday, April 6th. Avangate did this because Albion Global was the recipient of numerous customer complaints and refund requests, the two most recent serious customer complaints coming directly from the offices of the Illinois Attorney General and the Kentucky Attorney General.
It has also come to the attention of Avangate that employees or associates of Albion Global appear to be calling up customers and instructing them to make refund requests to Avangate for Albion Global's services. In some instances, it appears that these employees or associates of Albion Global have also been instructing customers to repurchase their services through an alternate processor other than Avangate.
In order to discuss the refund, please call us at (XXX) XXX - XXXX - open 24/7.
Thank you.
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
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.bitdefender.com, providing...

secure online payments for their customers.
I would like to point out that your billing details have been provided to Avangate through your initial purchase (order reference number XXXXXXXX, XXXX-XX-XX) by yourself - as the shopping cart is managed by our company. The information has been securely stored and encrypted.
The charge of $119.95 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]@q.com by Avangate on Jun 26, XXXX XX:XX, 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.
I could not find any messages from you to our support team requesting to disable the auto-renewal option, however, I did find an e-mail from you on Jul 11, 2015 requesting for a refund to be issued on the amount. Given our contract with Bitdefender, all refunds have to be approved and processed by them directly, depending on their Terms of Service. As such, my colleague has forwarded your notes to Bitdefender for a resolution to be reached on the matter, requesting for them to follow up with you directly.
Upon receiving this complaint, I went ahead and forwarded another refund request to Bitdefender, to speed up the process. As a result, your order has been cancelled as of Jul 21, 2015 and a refund has been approved for the full amount. The funds should appear in your account balance within the next 2-6 business days.
Best regards,
[redacted].
Avangate Customer Support

Initial Business Response /* (1000, 7, 2016/01/07) */
Dear [redacted],
Thank you for contacting Avangate.
We are very sorry for the issues you have encountered.
Please be advised that Avangate offers software vendors a full featured eCommerce platform, expertise and tools to sell and...

promote software online.
As we have further checked our records with all the details you have provided, these charges were not processed through our billing platform.
We kindly advise you to get in contact with PayPal so you can further investigate whom actually charged you for this technical support.
For any further concerns, feel free to contact us directly.
Best regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
issue has not been resolved they keep asking me for some digit, which I don,t have
Final Consumer Response /* (2000, 21, 2016/01/19) */
Paypal has resolved my complaint they are refunding me most of the money so my complant has been resolved thanks for your help
Final Business Response /* (4000, 19, 2016/01/19) */
Hello,
Unfortunately you need to investigate this with PayPal further more , so they can get to the bottom of the situation since our company has no records of any charges with you .
Best regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/10/29) */
Dear [redacted],
I am sorry that the purchased services did not meet your expectations.
Avangate manages the eStores for various Software and SaaS companies, providing secure online payments to their customers. We do not manufacture...

any products.
You have purchased two cellphone monitoring services from two different companies.
The transaction made on XXXX-XX-XX from HighsterMobile.com has been refunded on XXXX-XX-XX. The 69.99 USD have been returned to your VISA card.
For the purchase made on XXXX-XX-XX from Mspy.com we have sent a refund request to the Software Publisher on XXXX-XX-XX. On XXXX-XX-XX, we have received a reply from Mspy.com informing us that the claim is being investigated and that they have contacted you for more details. Below I have included the reply from them"
From: [redacted] (Billing department) Sent: 2014-10-28 09:52:21 +0200
To: Avangate Support
Subject: mtechn Re: Refund requested: order #XXXXXXXX http://www.mspy.com Ticket: XXXXXXXX
##- Please type your reply above this line -##
mtechn Re: Refund requested: order #XXXXXXXX http://www.mspy.com
Your request (XXXX) has been updated. To add additional comments, reply to this email.
[redacted] Oct XX XX:XX
Dear Partner,
Thank you for contacting us regarding this order.
We would like to inform you that currently this case is under investigation until the satisfactory resolution for both parties is reached. We have contacted the customer directly regarding this issue.
If the customer contacts you in order to find out the result of his request, please forward him to [redacted]@mspy.com.
The decision regarding approval or declination of the refund request will be made by us and we will inform the customer about it directly.
If you have received this e-mail, it means that we are aware of the request and we are currently processing it. In this case please do not issue a refund on your side as we will take care of the request by ourselves.
Best Regards,
[redacted]
Billing Manager
Please let us know if you would like Avangate to send an update request to MSpy.com. My suggestion would be to reach them live by contacting the Support Center at +1 [redacted] (24/7 line).
Sincerely,
[redacted] R.
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not yet a resolution, just an indication of an investigation. Still waiting for a resolution.
Final Business Response /* (4000, 12, 2015/01/05) */

Initial Business Response /* (1000, 5, 2014/02/22) */
Dear [redacted],
Our records show you have placed two separate orders at http://[redacted] on 2014-Jan-27. The reference numbers corresponding to the two purchases are [redacted] and [redacted]. As communicated in the...

correspondence you have quoted in your complaint, order ref. no. [redacted] was canceled under the reason "duplicate" and its corresponding amount was unblocked in your account. Order ref. no. [redacted] was processed and delivered to [redacted] on 2014-Jan-27. We're quoting the contents of the electronic delivery email message below:
"** Please do NOT reply to this notification. This mailbox is not monitored, so you will not receive a response. Adequate contact details for (technical) assistance may be found below **
Dear [redacted],
Your online order placed on http://[redacted] on January 27, 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 Total Security (up to 3 PCs , 1 year):
Name: [redacted]
Email: [redacted]
Activation key:
[redacted]
Welcome to Bitdefender!
We're excited to have you as our customer! Thank you for your choice.
Your PC will soon be protected by the acknowledged Antivirus of the Year. Our new Bitdefender PhotonTM technology will adapt to your PC's internal structure in the first few hours of use and fill in security gaps. After that, scanning speed will skyrocket, and you will experience extreme efficiency with no slowdowns!
1. How do I install?
First, please 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.
2. How do I activate?
During installation, you will be asked for your license key. Simply insert the 7-character code provided earlier in this email. To finalize the activation, log in to your free MyBitdefender account, during the Getting Started stage.
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:
Protect yourself on Facebook with Safego
Remotely manage the security of your devices
Watch over your kids in the online world with Parental Control
Store your files safely online and access them instantly across your mobile devices with Bitdefender SafeboxTM
Track and recover stolen devices with Anti-Theft
You can also see all your devices and take advantage of promotions customized for you.
If you have any question, you will most likely find your answers here: http://[redacted]
You can also contact our support team at http://[redacted]
Rest at ease from now on. Bitdefender is protecting you!
Awake.
The Bitdefender Team
Thank you for shopping with BitDefender."
Upon checking the status of order ref. no. [redacted] we hereby confirm no refund authorization has been received from the Software Publisher (http://[redacted]). If you wish to obtain a full refund in the amount of 51.97 USD we recommend addressing your request to the Software Publisher directly by using the following contact coordinates:
Support URL: http://[redacted]/contactform
Support Phone: [redacted]
Thank you for your understanding.
Best regards,
Avangate Support Team

I had an unauthorized debit to my bank account which listed Avangate BV. I call their customer service and within minutes the problem was resolved. The debit was removed and a credit was applied.
Very good experience.

Initial Business Response /* (1000, 5, 2014/10/17) */
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 TechLiveConnect and other Software and SaaS companies. We do not manufacture any products.
However,...

I was able to process a refund for you. The 199.99 USD will be returned to your PayPal account within the next working day. I could not locate any transaction for 239.89 USD within our system.
I have also forwarded your comments to TechLiveConnect in order for them to review the service delivered to your by the representative.
Sincerely,
[redacted] R
Shopper Support Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/10/17) */
10-17-14
Sent via email:
Hello,
thank you for processing my complaint so quickly. I have heard from Avangate within the past hour and they have issued me a refund of $199.99. It is not as much as I was asking for but I have decided to leave things as they are. Please withdraw my complaint and close the case. Thanks

Initial Business Response /* (1000, 5, 2014/11/04) */
Dear [redacted],
On XXXX-XX-XX, you have purchased a monthly subscription from WorthPoint.com for 14.99 USD using your Gmail.com account.
According to the Terms and Conditions which have been agreed to when signing up, your account was...

renewed on a monthly basis for the same amount:
http://www.worthpoint.com/terms-use (ADDITIONAL MEMBER/ CONTENT PROVIDER TERMS section).
As Avangate only manages the eStore for Worthpoint, refunds are approved directly by the Service Provider. However, I have sent a refund request to the software publisher informing them of your complaint and asked to evaluate your request and reach a conclusion that would be satisfactory for both parties. Your Gmail.com address has been CCed in the communication.
I have also stopped the automatic renewal for your account and removed you from the mailing list. There will be no further charges processed by us.
Sincerely,
[redacted] R.
Customer Service Manager

Initial Business Response /* (1000, 8, 2014/10/21) */
Dear [redacted],
Avangate solely manages the eStore for TechLiveConnect.com providing secure online payments to their shoppers.
A refund of 349.99 has already been issued on XXXX-XX-XX and the funds are available on your card.
I...

have also forwarded you comments to our Partner so that they may investigate the quality of the service provided to you.
Sincerely,
[redacted] R
Shopper Support Manager
Initial Consumer Rebuttal /* (3000, 10, 2014/10/30) */
Final Business Response /* (4000, 12, 2014/11/04) */
Hello.
It is my understanding that you have been charged an additional 39.99 USD for a driver.
This charge has not been processed by Avangate and should appear on your card statement under a different description. Software and SaaS companies work with several billing providers for their payments.
The charge processed by us has already been refunded on your VISA card.
Sincerely,
[redacted] R.
Shopper Support Manager

Initial Business Response /* (1000, 17, 2015/06/24) */
Hello, [redacted].
We are sorry to hear about this.
The only order we are able to find in our records is from 2013, for 49.95 USD. The details below:
Order Reference #XXXXXXXX
Website: http://www.[redacted]
Amount: 49.95...

USD
EMAIL: [redacted]
Product(s): 1 x STH Identity Protector Gold 1PC1YR
Order status: Processed and delivered (2013-06-20 19:46:28 GMT+1)
Can you provide us with more details regarding the second order?
Sincerely,
[redacted] R.
The Avangate Support Team

Initial Business Response /* (1000, 8, 2015/06/12) */
Dear [redacted],
I am sorry to hear about the situation you had to deal with.
Kindly note that Avangate does not sell any products. Our company manages the eStore for various Software and Online Services companies, including...

www.abcfastdirectory.com, providing secure online payments to their customers.
The refunds for this type of product are applied directly by the vendor, however, taking into consideration your complaint and the reasons provided, I went ahead and cancelled this order for you. The refund will be issued within 2-6 business days.
Best regards,
[redacted] C.
Avangate Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
IF, they issue the refund, I would be satisfied, but as of the 15th, no refund has been issued.

Initial Business Response /* (1000, 5, 2014/09/30) */
Dear [redacted],
Thank you for reaching us.
We have checked your account and I see that you have already been in contact with our Support Team via our Facebook page requesting a refund for the automatic renewal orders for the past 5...

years.
The breakdown of your orders only shows two automatic renewal orders as follows:
Order Reference #XXXXXXXX
Website: http://www.iobit.com
Amount: 14.58 GBP
EMAIL: [redacted]@gmail.com
Product(s): 1 x Advanced SystemCare 7 PRO (1PC, 1yr subscription)
Order status: Processed and delivered (2014-08-26 21:50:10 GMT+1).
And
Order Reference #XXXXXXXX
Website: http://www.iobit.com
Amount: 15.49 GBP
EMAIL: [redacted]@gmail.com
Product(s): 1 x Advanced SystemCare PRO v6
Order status: Processed and delivered (2013-08-27 18:49:17 GMT+1).
Please note that the first order has already been refunded on XXXX-XX-XX.
The two other orders have been manual orders, placed by your directly on www.iobit.com.
Please be advised that, prior to each automatic renewal, there is a notification sent to your email address, offering instructions on how to disable it. For the last renewal, the reminder has been sent on Aug 21, 2014 to your Gmail.com. For the 2013 automatic renewal, the notification has been sent on Aug 21, 2013.
If you wish to request a refund for the 2013 purchase, you may access http://www.iobit.com/refund.php. Alternatively, our support center will be able to forward your request to our Partner. You may reach us at:
http://www.avangate.com/contact-us/
Sincerely,
The Avangate Support Team

Initial Business Response /* (1000, 5, 2015/04/02) */
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.
Refunds are approved only by the software provider (systemoptimizerpro.com). In order to settle this matter we have contacted Systemoptimizerpro and requested a refund on your behalf. The refund has been approved and we have canceled the transaction. The money will be returned to your account within the next couple of business days.
I wish you a wonderful day!
Kind regards,
[redacted] R

I accepted the software package Defender Pro as a replacement for my [redacted] Antivirus program. I knew my computer was filled with malware. The Avangate Agent told me I would have to take my computer to a computer repair and that it had to be a reputable company. I told him there were no places around me that he suggested. He reluctantly accepted to work on my computer for $250 plus the cost of the Defender Pro Program at $300. The Agent for Avangate was very nice and informative. I let the Avangate Agent take control of my computer to take off malware items and any other defectsSo far, everything is good. the computer works faster and I am not getting the popups that were happening before.

Initial Business Response /* (1000, 5, 2016/01/15) */
Dear [redacted],
We are pleased to notify you that a full refund was issued to your PayPal account on XXXX-XX-XX.
We do apologize for any inconvenience caused in this processed.
Sincerely,
Initial Consumer Rebuttal...

/* (2000, 7, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/25) */
Dear Paul,
We apologize for receiving the back-up CD in an inoperative form.
You will be contacted by one of our representatives within the next 24 hours (to [redacted]@mindspring.com) in order to provide you with a replacement CD...

free of cost.
Regarding the refund, I have sent a refund notification to [redacted] and have informed them of your request. Once we get the authorization from them (no longer than 5 business days) the duplicate order will be refunded to you MasterCard.
In case you need further assistance regarding the CD and the refund, please contact our 24/7 Shopper Support Line using the details below:
http://www.avangate.com/contact-us/
Sincerely,
[redacted] R
Customer Service Manager

Purchased DriverDoc and Winsweeper on 11/2/2016.
DO NOT PURCHASE THIS PRODUCT EVEN THOUGH IT STATES IT IS AFFILIATED WITH MICROSOFT. This program completely shut down my business computer and I am now today having to purchase a new one. Thankfully I do regular backup's but the expense today between a new computer and tech support will be near $1000.00