Avangate

Initial Business Response / [redacted] (1000, 7, 2015/03/13) */ 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. The charge of 89.92 USD has been processed as an automatic renewal of the bundle initially purchased on XXXX-XX-XX, containing the following products: IObit Uninstaller PRO (1 year subscription), Advanced SystemCare 8 PRO (1 year subscription / 3 PCs), Smart Defrag 3 PRO (1 year subscription) and Protected Folder (1 year subscription). Besides this bundle, you have also purchased an Advanced SystemCare 7 PRO (1PC, 1yr subscription) license and a Backup CD on XXXX-XX-XX. Kindly note that a full refund has been issued for the order reference number XXXXXXXX on XXXX-XX-XX and the 89.92 USD should be available in your PayPal account within a couple of days. Best regards, [redacted] C. Avangate Customer Support Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did receive my refund of $89.92. However I informed this company that they are responsible for my overdraft fee of $30.00. My subscription renewal should have auto taken in October 2015. The auto renewal should not have taken place this early since I only had the software for five months and I only order the AdvanceCare system 7 pro and the iorbit cd total payment of $26.00 I did not order any other software and they had no right to go into my account. I am not satisfied with this company, they still are responsible for the overdraft fee they caused me.

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Dear ***, I am sorry for the issues you have encountered Avangate manages the eStore for Bitdefender.com, as well as for other Software and Software-as-a-Service companies, providing online payments to their shoppersWe do not manufacture any products, nor offer technical assistance I would firstly like to shed some light into what happened with your subscription: You have ordered a new license key on XXXX-XX-XX, through the order reference number XXXXXXXX, at a discounted price of USDSince this was a new product, your old subscription remained enabled for auto-renewal The order reference number XXXXXXXX for USD has been applied indeed as an automatic renewal of the license originally bought on XXXX-XX-XXThe 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 After reaching our Customer Support, a cancellation request has been submitted for the latter and the refund has been approved by BitDefender on XXXX-XX-XXUpon receiving this complaint, I went ahead and requested for the cancellation of the order reference number XXXXXXXX - the refund has been approved on XXXX-and the amount will show up on your PayPal account within 2-business days Best regards, [redacted] Avangate Customer Support

I purchased a subscription for Bitdefender through AvanGate in for $and was never given an option to opt out of the auto-renewal of my subscriptionWhen my year was up, I deleted all the software and installed a different antivirusNow in 2016, I find that AvanGate has charged my account $in without my approval and $in Once I noticed the charges, I called AvanGate to dispute the chargeI was put on the phone with a rude customer service agent, who told me there was nothing they could do and that Bitdefender was all to blameThey informed me that the matter would be looked into but almost a week later, I get an email to call yet another numberThese two companies are stealing money from peoples accounts and point the finger at each other when it comes to blameBEWARE!!!! They will do everything they can to shuffle you from person to person in an attempt to stall you past the refund deadlineIf you don't notice the charge (ACH - AvanGate) and contact the correct office within days, they will try to deny your claim

Initial Business Response / [redacted] (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 TechLiveConnect and other Software and SaaS companiesWe do not manufacture any products However, I was able to process a refund for youThe charges for USD, USD and USD will be returned to your account within business days I have also forwarded your comments to TechLiveConnect in order for them to review the service delivered to your by the representative Sincerely, Avangate Support Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have got back the $100.00, $349.99, and $69.95, and I do appreciate that BUT the 8/18/PCDRIVER $I have not got any response onThat was the beginning of the HL that started this and I have lost the use of my laptopStill would like to get back that refund tooTHANK YOU Final Business Response / [redacted] (4000, 13, 2015/01/06) */ Hello, [redacted] The USD charge was not processed by AvangateIt was either processed by TechLiveConnect directly or by a different e-commerce provider processing their payments My recommendation would be to either dispute the transaction with your bank or to cancel it through the Software Publisher directly (their phone number is XXX-XXX-XXXX) Sincerely, [redacted] R Customer Service Manager Final Consumer Response / [redacted] (2000, 15, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I contacted the Revdex.com in Texas and Driver Support did refund my $

Initial Business Response / [redacted] (1000, 5, 2014/11/24) */ Dear [redacted] , I am really sorry to hear about this Avangate manages the eStore for thousands of websites selling Software and Software-as-a-Service productsWe do not manufacture any products I have located an order under your name for USD for which I have already submitted a cancellation requestThe money will be returned to your account within the next business days It appears that this was an automatic renewal for a System Mechanic product purchased in from Iolo.comI have also stopped the automatic renewal for your account so there will be no more charges Sincerely, [redacted] R Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ Hello [redacted] , I am really sorry for this unpleasant situation Avangate manages the eStores for various Software and SaaS companiesIt appears that, indeed, your details have been used by someone to purchase an antivirus from one of our Partners - Kaspersky Lab UK LtdBelow are the order details: Order Reference #XXXXXXXX Website: http [redacted] Amount: CZK Name: [redacted] Product(s): x Kaspersky Anti-Virus Order status: Processed and delivered (2014-06-01:11:GMT+1) If you have already claimed this purchase as being fraudulent, your bank will contact us and we will be able to provide them with all the billing details that were used in the order (including IP, billing address) We strongly recommend that you scan all the computers in your household for any potential malware products (that can be used to obtain sensitive information such as passwords, card numbers, billing addresses)Also, please check your account for any suspicious transactions (other card numbers, PayPal account etc) within the next couple of weeks I have also sent a refund notification to Kaspersky and have informed them that this purchase was reported as being potentially fraudulent and instructed them to authorize us to issue a refund In case you need any further details regarding the refund, please contact our 24/Support Center at: http://www.avangate.com/contact-us/ Sincerely, [redacted] R Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (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 manufacturerWe 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-XXThe full amount of USD will be returned to your MasterCard within a couple of days Best regards, [redacted] C Avangate Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/15) */ 5-15- Sent email to consumer: Good afternoon, I am in review of your complaintHas 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 / [redacted] (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 customersOur assistance is limited to addressing inquiries related to payment processingWe 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 softwareRefunds 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 ( $ + $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 / [redacted] (1000, 5, 2014/08/29) */ Dear ***, I do understand your concern and I am really sorry for any inconvenience Just like a store is obliged to have a copy of the receipt for invoicing and taxation purposes, we are obliged to follow the same laws even if the transaction was made online Deleting your name and billing details from our system would mean to also delete the orderThis is not possible for the aforementioned reasons No payments will be deducted from you, as well as no emails will also be sent to youThere are no credit cards stored in our systemThe same situation applies to PayPal details Sincerely, [redacted] R Customer Service Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) There is nothing I can do I just have to wait and see if they will charge me again I've never signed up/agreed for any renewal etc We'll reopen case if they will charge me again Thank you Revdex.com for your help in this matter, very hard to find someone to help the little guy in this huge online jungle

Initial Business Response / [redacted] (1000, 5, 2015/02/01) */ Dear ***, I am sorry for the hassle you have dealt with Kindly note Avangate solely manages the eStore for www.systweak.comWe do not manufacture, nor sell any of the products listed on this website Our records show you have opened a dispute with your card issuer which has been closed in our favorHowever, a refund has already been issued on XXXX-for the full amount of USD and the credit should already show up on your Visa card balance Best regards, [redacted] C Avangate Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Avangate has refunded my money and I am happy with how they handled the matter

Initial Business Response / [redacted] (1000, 5, 2016/01/20) */ Dear [redacted] ***, We are sorry for the inconvenience caused in reaching Avangate and requesting for a refund We are pleased to inform you that both charges in the amount of $have been refunded on 2016-01-on you card ending in [redacted] If you do not see it on you statement, please call the bank in this regards Sincerely, ***

Initial Business Response / [redacted] (1000, 5, 2015/01/14) */ Dear ***, I'm sorry for your inconvenience Avangate does not sell any productsOur company manages the eStore for various Software and SaaS companies, providing secure online payments to their customers The charge of USD has been applied as an automatic renewal for products purchased from www.iobit.com: Advanced SystemCare PRO, Smart Defrag 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 applyFollowing 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 business days to contact their customers regarding the refundsIf 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 / [redacted] (2000, 7, 2015/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/01/07) */ Dear [redacted] , I am sorry for the inconvenience Avangate solely manages the eStore for Bitdefender.com, providing secure online payments for their customersWe do not manufacture their products Our records indicate that, at the moment of the original purchase, on XXXX-XX-XX, you have enabled the automatic renewal feature for the Bitdefender Internet Security antivirusOn XXXX-XX-XX, Avangate has also sent a renewal notification to your AOL.com e-mail address informing you of the upcoming chargeThe message also provided instructions on how to opt out of the recurring paymentsUnfortunately, since the feature was not disabled, your VISA card was billed for the renewal A refund for the USD has been processed on XXXX-and the funds should already be available in your accountTogether with the cancellation of the transaction, the automatic renewal has been disabled so there will be no further charges Sincerely, [redacted] R Shopper Support Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ Dear ***, I am sorry for your inconvenience Please be aware that Avangate solely manages the eStore for www.highstermobile.comWe do not manufacture, sell, nor offer any technical support for the products offered on their website I have proceeded with cancelling the order reference number XXXXXXXX, as requested, and issued refund for the full amount of USDThe funds should be available on your PayPal account within a couple of daysOn our end, we will investigate further if the vendor is compliant with the Better business practices and offers the advertised features Best regards, [redacted] C Avangate Customer Support

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Hello, Thank you for contacting us We are sorry for trouble you had with this company and product The refund was done for the full amount and it should show in your account within a few days Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I still feel the public should be forwarned about the practice of this company popping up on their computer and intimidating people that are not very computer savvy.I felt terrible and extremely worried about what they told me would happen if I did'nt let them "help".I also learned of this scam from my cable coand from AArp magazine

Initial Business Response / [redacted] (1000, 5, 2014/02/07) */ Dear [redacted] , Our records show you have purchased a license subscription for Advanced SystemCare vPRO at http:/ [redacted] on 2012-Jan-Your subscription was last renewed on 2013-Jan-(order refno [redacted] ) and it expired on 2014-Jan-Since we were unable to locate a payment processed to your account in 2014, please provide us with more details regarding the payment you would like to have refunded so we can properly manage this caseThe information required in this respect is as follows: - transaction date - order number - first four digits and last four digits of the card which was charged We're looking forward to receiving your feedback in this matter Best regards, Avangate Support Team Final Consumer Response / [redacted] (4200, 11, 2014/02/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is simply outrageousHad the auto renewal feature inactivated when I contacted your company, would we have this conversation? No, it was NOT turned off, or did not workIf you look at complaints filled against your company, there is a whole bunch, and it has not been fixed Despite what you wrote (there was an option to enable or disable the auto renewal functionAs the auto renewal option was not disabled), I have an email message dating Jan30, that states "The auto renewal feature of your order has been disabled so that you will not be automatically charged in future." I also received a message from Avangate Financial Depton Jan 29thIt states that "We are writing to inform you that we have received a refund request from the customer with the Avangate order # [redacted] 2013-01-02:46:06." So despite this, I still did not get a refund, and the reason is because "there was no response/feedback from" me to answer your question why I did not want to renew the Advanced SystemCare Pro any moreThat is a very lame excuse not to refundI have a right to cancel whatever the reason is, and if you do not know why by now, there is something substantially wrong Also this response indicates that I could open a refund caseI have already done thatThis is the reply: "HI there, Thanks for contacting IObitThis is [redacted] from IObit With your current Email, we can only find your order in last yearIt has expired and can not be refundedPlease check the attachment." As I have stated, I had never asked this to be automatically renewedIt appears your company tricks people to do this: http:// [redacted] March 5, at 8:am It was a sneaky little check box that was filled for you when you made the purchaseYou gotta watch for these kind of things when making online purchases So this message states that I could open a case, but when I do, your representative flatly refusesThis is another case of promise One thing that mystifies me is the rating of your companyI do not really understand why this company gets such a high rating with so many complaints, unsatisfied customers, serious charges such as stealing database of a rival company (Malwarebytes), spreading malware itself, fake reviews, reprehensible tactics, including a customer "mn," and even owing Evensoft (https:// [redacted] )This may be beyond the scope of the Revdex.com, a serious investigation needs to be done Final Business Response / [redacted] (4000, 9, 2014/02/18) */ Dear [redacted] , The complaint you have submitted suggests you have been billed in Since our records do not reflect this claim we have already requested for more details corresponding to the respective payment so that we may investigate and proceed accordinglyUnless you can provide us with the information we have requested in our previous reply we will consider this case as being closed As far as your order refno [redacted] (dated 2013-Jan-28) is concerned, our records show you have requested a refund on 2013-Jan-by sending the following message: "From: [redacted] , [redacted] Sent: 2013-01-23:10:+ To: [redacted] CC: Subject: FW: Advanced SystemCare vPRO (PC) Ticket: [redacted] Hi, I was surprised to receive this messageIt seems that you have charged me w/o my authorizationI would like to cancel the service and request the refund Thank you [redacted] " Upon receiving your message, we have forwarded your request to the Software Publisher (http:// [redacted] ) on the same dateHence, the respective company/organization has contacted you on 2013-Jan-with the following response: "From: ASC Support Sent: 2013-01-08:07:+ To: Avangate Financial Dept; [redacted] CC: Subject: Re: Refund requested: order # [redacted] http:// [redacted] Ticket: [redacted] Dear Customer, Thanks for contacting IObitThis is [redacted] from IObit Support Team The auto renewal feature of your order has been disabled so that you will not be automatically charged in future When you placed the order for Advanced SystemCare Pro last year, there was an option to enable or disable the auto renewal functionAs the auto renewal option was not disabled, your license code has been auto renewed With the auto renewal, your 3-pc license code [redacted] is valid till Jan 28, Could you please let us know why you do not want to renew the Advanced SystemCare Pro any more? We will improve our product and service according to your feedback Looking forward to hearing from you." Since there was no response/feedback from your end to the message quoted above, the refund request was put on hold and eventually voided At this moment your subscription is expiredIf you wish to re-open the refund request you have submitted more than one year ago we recommend contacting the Software Publisher directly by using the following coordinates: Support URL: http:// [redacted] / [redacted] Support Email: [redacted] Support Phone: - Thank you for your understanding Best regards, Avangate Support Team

Initial Business Response / [redacted] (1000, 5, 2014/11/04) */ Dear [redacted] , On XXXX-XX-XX, you have purchased a monthly subscription from WorthPoint.com for 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 ProviderHowever, 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 partiesYour 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 listThere will be no further charges processed by us Sincerely, [redacted] R Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2014/02/18) */ Dear [redacted] ***, If for some reason you have not received the email message from the Software Publisher (http:// [redacted] ) containing your registration details, please note your licensing information can be retrieved by going through these steps: access the following link http:// [redacted] choose either of the two methods listed on the webpage and input the requested details as presented below: - for Method One, insert the email address registered with your purchase ( [redacted] ) - for Method Two, insert the order number registered with your purchase ( [redacted] ) Click on the "Submit" button Upon completing these actions, the website will list back a download link for your purchased software as well as its corresponding license key If you require further information on this subject please let us know Best regards, Avangate Support Team

Initial Business Response / [redacted] (1000, 8, 2014/11/17) */ Hello, [redacted] I am sorry to hear about this unpleasant experience Avangate manages the eStore for Spotmau, providing secure online payments to their customersWe do not manufacture any products Our records indicate that a full refund of USD has been processed on October 31st and the funds should already be available in your account Sincerely, [redacted] R Customer Service Manager Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) They owe me $ and $ $ for Spotmau Windows Password Finder and $ for Spotmau BootSuite What about my credit for $ three damaged 16GB Flash Drives and a credit for $ for my IT Company service Final Business Response / [redacted] (4000, 12, 2014/11/20) */ Hello, [redacted] Thank you for reaching us Avangate cannot be held responsible for charges incurred by 3rd parties or for any additional chargesWe have refunded the entire amount that was billed to you Since we only act as a contractor for SpotMau, processing their online payments, we recommend contacting them further to settle the matter of additional compensation You may reach them at: Support URL: http://www.spotmau.com Support Email: [redacted] @wondershare.com Sincerely, [redacted] R Customer Service Manager

Initial Business Response / [redacted] (1000, 8, 2014/12/17) */ Dear ***, I am sorry to hear about this inconvenience Avangate does not sell any productsWe 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 itHowever, I am not able to find any transaction using the details specified in this complaintCan you, please, provide me with the order reference number or the last digits of the card billed? Sincerely, [redacted] R Customer Service Manager