Avangate

Initial Business Response / [redacted] (1000, 5, 2014/07/18) */ Dear [redacted] , Avangate does not manufacture any productsWe manage the eStores for multiple Software and SaaS companies worldwide, providing secure online payments to their customers Our records indicate that, on XXXX-XX-XX, you have been charged for a renewal of a computer protection software purchased from Stopzilla.comThe order details are: Order Reference #XXXXXXXX Website: http://www.stopzilla.com Amount: USD EMAIL: [redacted] @gmail.com Product(s): x Shield Deluxe 1pc/1yr Renewal Order status: Processed and delivered (2014-06-19:19:GMT+1) Prior to the automatic renewal, there have been two notifications sent to your Gmail.com address informing you of the upcoming charge and providing instructions on how to opt out of the recurring payments On June 29th, we have received a chargeback from your bank informing us of the fact that the transaction was not recognized by you, the card holderWhenever opening a dispute, the refund process is managed by the bank directly, not by Avangate or the Software CompanyOur Financial department will all the details requested by your bank and we are also awaiting the results of their investigation In case you need further payment assistance, please contact us using one of the means below: http://www.avangate.com/contact-us/ Sincerely, [redacted] R Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/07/22) */ First of all, thank you for your assisting on this caseI read the e mail from avangate too.I believe this is the case of corporate business abuse doing marketingI have not original shield virus software for a quite some time, I believe at least more than two years, how they can say they upgraded software without base software program? I remember as I said once there was e mail to me but it was not for response I can make thru e mailIt was 1-number that is hard to reach so I gave up since it was wasting timeMaybe in the past I neglected their e mail.but I have more time so I am checking my billing more carefullyI understand your standing that you do not have legal powerNow if they do not charge back the amount, it is not the amount of life and death, I will pursuit through attorney general's officeeventhough they haven't got response from me, I believe it is not legal and proper way doing the business to charge without delivering the product and refusing the refundthey might know their software upgrade was not delivered to my computerThanks again for Revdex.com and you.I think there is no compromise thing since they insist they have invoice.Isn't the invoice they can produce if they want? Do they have my signature or permit to use? It is a nonsensehere I felt like I was a liarBut if they do not correct their wrong way of conduct business, I will pursue whatever means I can doWhat they did not get a response from me does not mean my permissionMore important, no product delivered, no sales periodThank you [redacted] Final Business Response / [redacted] (4000, 11, 2014/07/25) */ Hello, [redacted] Thank you for getting back to us Our Financial Department is working with your bank in order to get the dispute closed and the case settled as soon as possible As a billing company, we are doing all in our power to get a favorable resolution for you and have the amount returned to your account without further delay In order to get more information regarding the status of the dispute and refund, please contact our 24/Shopper Support line using one of the means below (phone or message): http://www.avangate.com/contact-us/ Sincerely, [redacted] R Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Dear [redacted] , I am sorry to hear about this unpleasant situation Avangate manages the eStore for http://www.iolo.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 This order was placed because the automatic renewal was enabled during your initial purchaseThe auto-renewal policy was communicated in the service provider`s Terms and Conditions, to which you have agreed when you purchased the software Please note that the order has been cancelled when you have contacted us over the phone , and a refund has already been issued as of XXXX-with reference number XXXXXXXXX We hereby confirm that the automatic renewal option has now been disabled and there won`t be any further charges Thank you for your understanding Best regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ Dear [redacted] , I am sorry to hear about this misunderstanding Avangate manages the eStore for Techliveconnect.com the company from which you have purchased the service Refunds are authorized directly by the Software PublisherI can see that you have reached our Customer Support center and one of our operators provided you with the contact details for themHowever, for your convenience, I have also sent them a refund request on your behalfPlease allow business days for the refund to be processed I am confident that the situation will be solved to your advantageShould you need any further details regarding the refund, you can contact our 24/Support Line Sincerely, [redacted] Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2014/11/20) */ Hello, *** I am sorry to hear about this inconvenience Avangate manages the eStore for thousands of Software and SaaS companies, providing secure online payments to their customersWe do not sell any products The charge on your statement is either because you have recently purchased a product from one of these companies, or because you have subscribed to receive renewals or new versions of their software or services I have tried to locate the charge in our system in order to mitigate the refund processHowever, I am afraid I cannot find itThere are no matches with the billing address provided in the Revdex.com complaint, nor with your e-mail addressYour name brought up multiple orders pertaining to different customers with the same name In order for me to assist you, I would need more information regarding the chargeCan you, please, provide me with the amount that was billed, the description of the charge as it was listed on your card statement and the last digits of the card billed? Sincerely, [redacted] R Customer Service Manager

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

Dear ***, 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 companyPlease be aware it typically takes between and 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] **

Initial Business Response / [redacted] (1000, 8, 2015/06/12) */ Dear ***, I am sorry to hear about the situation you had to deal with Kindly note that Avangate does not sell any productsOur 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 youThe refund will be issued within 2-business days Best regards, [redacted] C Avangate Customer Support Initial Consumer Rebuttal / [redacted] (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 / [redacted] (1000, 5, 2014/03/13) */ Dear ***, Thank you for your message We have sent a refund request to the Software Publisher (http://www.zeallsoft.com) informing them of the issues you have encountered using their product and of their delay in replying to your request for restitution of the funds A copy of the refund request was also sent to your Hotmail.com e-mail address, so as to have it for your own records Within the next business days, you should receive a reply from Zeallsoft.com regarding your request Should there be any problems with the refund process and/or the software manufacturer, please inform us Best regards, The Avangate Team Final Consumer Response / [redacted] (2000, 7, 2014/03/18) */ Avangate contacted me notifying that they did request a refund through Zealloft; though there hasn't been any response from Zealloft I did however, contact my bank notifying them on the matter and they did get my $backSo this matter is resolved and thank you for taking time to helpHowever, I think Zealloft is a "sketchy" software and the public should be noted on this site/program; and especially their customer support that are unwilling to helpDefinitely never suggesting them to anyone Thanks Revdex.com, ***

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Dear Mr***, Thank you for contacting Avangate We are sorry for all the trouble you went through to get the refundWe saw that you have called us to ask for the refund and to cancel the account As a result, we would like to let you know that the account has been cancelled and the refund was issued on XXXX-for the full amount Sincerely, ***

Initial Business Response / [redacted] (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 / [redacted] (1000, 5, 2015/08/12) */ Dear [redacted] , I am sorry to hear about this unpleasant situation As you already know, Avangate solely processes the payments for www.couponphp.com, as well as various other Software and Online Services companies, providing secure online payments to their customersWe do not manufacture, sell, nor offer any technical support for the products offered on their website For most of our Partners, whenever we receive a refund request from the customers, we have to send through the information to them directly, to assess the situationThe reason behind it is that the refunds are processed according to the Terms of Service of each manufacturer and their staff must first verify if the request is a valid one and decide upon the best course of action You have called our Shopper Support line on XXXX-and submitted your request, however, the second day we have received a dispute through PayPal for the amountWhenever a chargeback is filed, the refund process is stopped on our end as this usually results in debiting our account twice: once for the dispute being open, once for the refund As such, you currently have two options: you can either allow PayPal to continue their investigation and decide in favor of or against your claim and manage the refund process, or, you can simply close the dispute and we would be able to issue a refund for the full amount as soon as that happens Rest assured I have already forwarded your feedback accordingly and we will follow up on this issue to ensure the vendor is compliant with the better business practices Best regards, [redacted] Avangate Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***, Thank you for your responseYes I called Avangate's 'Shopper Suppprt' line on 8/6/and yes Avangate did receive a PayPal dispute (not a claim I will explain the difference later) against Avangate the following day The reason for the dispute is simple; the Avangate 'Shopper Support' representative told me that the refund was pending and I will receive an e-mail no more than hours after that callUnfortunately, the four hours have long passed [redacted] I have yet to receive an e-mail as promised by Avangate staffOnce this happened, I called back several times and was unable to speak to anyone who seemed to know what they were doingIn that time I did a little research about Avangate and found a lot of bad reviews about mismanagement of transactions as well as similar situations as mineIt was at this time that I wished to seek the assistance of a third party that I trust, PayPal As a PayPal vendor myself, I fully understand how the dispute/claim/chargeback process worksWhen Avangate saw the dispute on PayPal they had the opportunity at that time to contact me and tell me what you just said in this complaintThey could have simply allowed the refund to go through when it was a dispute or even told me that you were processing it on your end when you closed the disputeThey did notThey simply denied the refund and referred me to the seller even though you know very well that the seller has been nonresponsive throughout this whole situationOnce Avangate denied the dispute, I then escalated it to a claim and that is where it stands now You mentioned Chargeback; however, it should be noted that it only becomes a Chargeback when you lose the claim and the money is debited from your merchant account directly from PayPalAgain, as a PayPal vendor myself, I know that you can authorize the refund during the dispute as well as the claim phase of the investigation which will prevent the chargeback from occurring Since Avangate has previously failed to deliver on a promise that they have made and have been unable to correct this issue in good faith I will not put good faith in you telling me to drop the claim and you will then process the refundPayPal is involved now only because Avangate has failed to deliver what they said they would and I refuse to close that claim based on this new promiseThe best course of action for you is to now simply accept the refund/claim on PayPal to minimize any further delay I really hope you do get a hold of the vendor and I hope you can get him to adhere to the Revdex.com practices that you, Avangate, have sworn to followIt is very clear that the vendor has moved on from this product based on the versioning dates and the fact that his linked in shows he works full time at a marketing firm I do not think it's appropriate that you can stamp Revdex.com on your sales pages and then when you are found to be non-compliant you just blame the vendorAs a member of the Revdex.com you are set to a higher standard and that means when a customer refund like this comes along you are to do the right thing Best Regards, [redacted] Owner PledgedMedia, LLC Final Business Response / [redacted] (4000, 9, 2015/08/18) */ Hello, [redacted] I do apologize for this entire process that was, indeed, not entirely hassle-free We will launch an internal investigation regarding the business practices of the Vendor, www.couponphp.com Regarding your request to receive the paid amount back into the account, please know that we were able to process a full refund for you todayThe amount will be visible into your PayPal account in the next hours Best regards, [redacted] Avangate Support Final Consumer Response / [redacted] (2000, 11, 2015/08/28) */ 8-28- Sent via email from consumer: [redacted] Yes they lost the claim with PayPal and I was issued a refund Thank you for the follow up [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ 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.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 companyThe information has been securely stored and encrypted The charge of $has been applied indeed as an automatic renewal of the license originally bought on XXXX-XX-XX, as the option remained enabled during the ordering process on Bitdefender.comThe automatic renewal is stated in the shopping card, right before the "Confirm Order" button, as: "Continuous Protection provided by Bitdefender will keep your computer protected from latest viruses and Internet threats by Automatically Renewing your subscription at the then-current renewal price plus applicable taxYou will be notified by email about renewal prior to the expiration of your subscriptionWithout taking any actions you authorize Avangate, online vendor of Bitdefender, to automatically charge your credit card by using the contact and billing information you provided for your purchase today." Below it, there is the option of disabling this feature, as well as the mention that it can be removed at any time by contacting the Customer Care Furthermore, a subscription expiration notification has been sent to [redacted] @q.com by Avangate on Jun 26, XXXX XX:XX, days ahead of the charge being processed, allowing you to decide whether to continue with the charge or to simply disable the auto-renewalUnfortunately, in some cases, the notification may be received in the Bulk/Spam folder, rather than the Inbox, depending on the security levels of your e-mail address I 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, requesting for a refund to be issued on the amountGiven our contract with Bitdefender, all refunds have to be approved and processed by them directly, depending on their Terms of ServiceAs 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 processAs a result, your order has been cancelled as of Jul 21, and a refund has been approved for the full amountThe funds should appear in your account balance within the next 2-business days Best regards, [redacted] Avangate Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/01/10) */ Dear ***, I am sorry for your inconvenience Kindly note Avangate solely manages the eStore for http://performersoft.comWe do not manufacture, nor sell any of the products listed on this website The charge of USD has been applied as an automatic renewal for the PC Performer product as the option was enabled upon the initial purchase of it, on XXXX-XX-XXI have cancelled the order and a refund will be issued within the next 2-business daysNo other charges will be applied for this product Kind regards, [redacted] C Avangate Customer Support

Initial Business Response / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (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 / [redacted] (1000, 9, 2014/03/14) */ Dear ***, Thank you for your message Our records indicate that, indeed, on XXXX-XX-XX, we have sent a refund request to the Software Publisher, ChengDu Digiarty Software Inc(http://www.winxdvd.com)A copy of the request has also been sent to your Yahoo.com address According to the refund policy, the vendor must provide us with an answer to your request within business daysSince this did not occur, I have asked our Financial Department to process a refund for this orderThe refund will be processed within the next hours and the funds should be available on your card within the next business days Sincerely, The Avangate Team Initial Consumer Rebuttal / [redacted] (2000, 11, 2014/03/18) */ my complaint has been resolved to my satisfactioni received a full refund

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Dear Mr [redacted] , We do apologize that you did not get the refund in a timely mannerPlease note that we have contacted our financial department to issue the refund for the full amount as soon as possible As soon as the refund is issued, you will be notified via email We are sorry once again for the trouble Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) When is "as soon as possible"? It has been months since I was promised a refundI want a firm commitment to a date in December Final Business Response / [redacted] (4000, 9, 2015/12/14) */ Dear Mr [redacted] , Thank you for the answer The refund was done on XXXX-for the full amount to the card ending in Please check your statement for the refund Sincerely, ***

Initial Business Response / [redacted] (1000, 5, 2014/10/29) */ Hello, *** Avangate manages the eStore for Iobit.com, the manufacturer of the IObit Malware Fighter PRO purchased on 11th OctWe solely process the payments for them as we do not manufacture any products From the issue described by you, it is possible that you have not activated the software on your computerIn case you have not received the license code, I have resent it to your SbcGlobal.net email address I have also asked our Partner to assist you with using the fully featured productThey should contact you within hours Sincerely, [redacted] R Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Saying "we just sell it" is like a car dealer saying they won't do warranty work on a car they sell because they didn't make it at their locationIf they are going to sell it they need to stand behind it Final Business Response / [redacted] (4000, 9, 2014/11/04) */ Hello, *** We do not manufacture or sell any products Avangate is a billing company managing the Shopping Cart on various Software and SaaS companies As per the information displayed in the Shopping Cart and the registration e-mail received from you, for technical support you need to reach the Software Publisher directlyAvangate can assist you with anything concerning billing and invoicing Please check your SBCGlobal.net address as you should have already received a response from them regarding the activation issue You can also reach their Support center online and one of their technicians will contact you http://www.iobit.com/onlinefeedback.php Sincerely, [redacted] R Avangate Support Final Consumer Response / [redacted] (4200, 11, 2014/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is obvious that the company is good about handling complaints, they don'tI have filed my complaint and they keep going running everything in a circle All I can do is tell everyone I know about the company I will not reply to anything after this

Initial Business Response / [redacted] (1000, 6, 2015/06/24) */ Hello, [redacted] . I am sorry to hear about this. The minimum transfer amount for a monthly invoice is 150 USD as per http://www.avangate.com/pricing/. Your previous month's invoice was 132.94 USD. In case you need further... information about the details of your contract, you can always contact ***@avangate.com and our Sales department will contact you right away. Sincerely, The Avangate Support Team Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reply you received from Avangate is false and I can document this if you allow me to upload additional files. My account record on Avangate's website (screenshot available) shows that it processed 7 transactions for my company, for a total of $371.91 now owed to me. Because the amount sold in each month after the first was less than the minimum, they simply never made a payment, although the cumulative total (by Avangate's own accounting was always $150 or greater. But all this is moot, because I have closed the account and all outstanding monies owed must be paid. Avangate has all ready agreed to this, in writing (copy of document available), but it has yet to actually close the account or tender the amount owed. I'm afraid there is no "middle ground" under U.S. or International law. Avangate must pay its vendors, like everyone else. Imagine if MasterCard or Visa decided to stop paying merchants. They would be facing action by the Attorney General's Office in your state, as well as the FBI's cybercrime task force just as Avangate is now. Final Business Response / [redacted] (4000, 10, 2015/06/27) */ Hello, [redacted] . Thank you for getting back to us. I have checked with our Financial department and it appears that you have been sent the entire amount on Friday, June 26th. They also sent you a details e-mail about this. Sincerely, [redacted] R. Final Consumer Response / [redacted] (2000, 18, 2015/07/09) */ This is to inform you that Avangate has paid in full in full and removed my account from its web site.

Initial Business Response / [redacted] (1000, 5, 2014/02/05) */ Dear [redacted] , Our records show you have contacted our support department on 2014-Feb-and, as a result of your request, order refno [redacted] has been canceled and the corresponding transaction in the amount of USD was not completed (the respective amount was never debited from your account due to the fact that order refno [redacted] had been set to undergo additional verification) Based on the feedback you have provided during the conversation with our support representatives two options were given to you in order to help you validate the order being discussed: provide the documentation requested in the original correspondence sent to [redacted] update the order details in order to correctly reflect the information you have provided regarding the delivery details Both suggestions were declined and the order has been canceled as per your requestHowever, our records also show that approximately minutes after the cancellation of order refno [redacted] , another purchase was initiated from your end on http:// [redacted] in accordance with the second suggestion listed aboveAs a result, the respective order has been successfully processed and deliveredIf you require further details regarding this case please let us know so we can proceed accordingly Best regards, Avangate Support Team

Initial Business Response / [redacted] (1000, 5, 2014/12/08) */ Dear ***, 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 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.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 subscriptionThe refund was processed on December 3rd so by now you should show the amount of $as credit in your account Sincerely, Avangate Support Team