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 purchased a service from one of our Partners, unioptimizer.comThe order is for a technical support subscription for PCs and computer hardware itemsThe order details are: Order Reference #XXXXXXXX Website: http://www.unioptimizer.com Amount: USD EMAIL: [redacted] @sbcglobal.net Product(s): x UniOptimizer: Lifetime Licenses + DLL Suite Order status: Processed and delivered [redacted] This seems to be a manual orderThe IP from which the order was made is [redacted] same as the billing city entered in the ordering formAll the order details have also been emailed to your SbcGlobal.net electronic address within minutes of the purchase On May 30th, we have received a dispute from your 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 has provided 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 Business Response / [redacted] (1000, 5, 2015/06/24) */ Hi, [redacted] I am so sorry to hear about this By way of background, Avangate provides a digital commerce platform for Software and Online Services companies Our records show that you have purchased a technical support subscription from http://www.helpdesknational.comA refund for this transaction was processed on XXXX-XX-XXPlease allow business days tops for the money to reach your account We will also investigate with HelpDeskNational the secondary part of your complaint: the fact that the agent contacting you represented himself/herself as coming from Geek Squad Sincerely, [redacted] R Avangate Support

Initial Business Response / [redacted] (1000, 5, 2015/07/15) */ Dear [redacted] , 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.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 withWe do not upsell, provide product information, nor are able to troubleshoot any issues other than payment related situationsAll 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-up to present At this point, a dispute is still open regarding this charge and we are unable to proceed with a refund as suchWhenever 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 itIn 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/Customer Support number (XXX) XXX - XXXX Best regards, [redacted] Avangate Customer Support Initial Consumer Rebuttal / [redacted] (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, XXXXXAnd the invoice had "avangate" and the address of Avangate Incin 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 lineYou also see all of the scam alerts and complaints about this companyThe Revdex.com Business Review states that it is not accreditedI 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 / [redacted] (4000, 10, 2015/07/24) */ Dear [redacted] , Allow me to shed some light on the matterAvangate is a billing company that processes payments for thousands of companies selling software products and online services, among which www.supportsquare.netOur 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 processThis 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 practicesAny other information you may have on this matter will be greatly appreciated and will be forwarded for reviewAs 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 ExpressWe 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 disputeThere 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 directlyFrom my experience, a dispute process lasts around 2-monthsIt 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/Customer Support at: http://www.avangate.com/shopper-support/call-center-support.php Best regards, [redacted] Avangate Customer Support

Initial Business Response / [redacted] (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 serviceWe do not sell any products or technical support services According to our records, you contacted our Customer Support Department on September 29, asking for the full refund of the charged amount On the same day your request has been handled and the full refund was processedThe amount should be visible by now into your account Kind regards, [redacted] C Initial Consumer Rebuttal / [redacted] (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 $on 9/30/from Advangate/SystweakThe total refund should be $They owe me an additional $ Final Business Response / [redacted] (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 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 / [redacted] (2000, 22, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ Hello, *** I am sorry for the delay in receiving your refund Please know that we are a billing company and we handle here only the online payment process for various website storesMost of the merchants are software and technical support services providers, such as http://www.techliveplus.com, the company from which you have made the order Also, since December we have discontinued the contract with this company so unfortunately, we do not have updated contact details from them We have processed a partial refund for you for USD on January 11, Please note that it usually takes from - business days for the amount to be posted back on your account Have a nice day, [redacted] C Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did reimburse me the requested amount - year subscriptionThank you

Initial Business Response / [redacted] (1000, 5, 2015/12/08) */ Dear [redacted] , Refunds are approved directly by Bitdefender We have already informed them of your refund request and are currently awaiting their replyYou should have received a copy of the refund request we sent to Bitdefender.We will notify you as soon as we receive any updates from them Please allow up to business days for a response from them or a resolution to the matterShould you not receive any new updates after business days, please let us know so we can assess the situation and determine a final resolution for the case We do apologize for the inconvenience caused Sincerely, ***

Initial Business Response / [redacted] (1000, 5, 2014/04/17) */ Dear [redacted] , Thank you for contacting us Our records indicate that, on 2014-03-27, you have bought two products from one of the companies for which we process the payments: http:/ [redacted] Please find below the details of your orders: Order Reference #XXXXXXXX Website: http:/ [redacted] Amount: USD EMAIL: [redacted] @msn.com Product(s): x Preparedness Platinum Package Order status: Processed and delivered (2014-03-20:31:GMT+1) Order Reference #XXXXXXXX Website: http:/ [redacted] Amount: USD EMAIL: [redacted] @msn.com Product(s): x Conquering the Coming Collapse: Real, Proven Survival Strategies When Money Turns Into Dust Order status: Processed and delivered (2014-03-20:22:GMT+1) Both products have been delivered to your MSN.com address in the same day Please contact our Support Center available at the below link should you have any further questions http:// [redacted] Thank you The Avangate Team

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

Initial Business Response / [redacted] (1000, 5, 2014/03/24) */ Dear ***, Thank you for contacting Avangate Please be advised that Avangate manages the eStore for thousands of Software and SaaS PublishersWe do not manufacture any products Our records indicate that, on 2014-03-09, you have signed up for a service from Tech Live Connect Pte Ltd with the details below: Order Reference #XXXXXXXX Website: http:// [redacted] Amount: USD EMAIL: [redacted] Product(s): x TLC-DriveHQ 1XFixMyPC $ Order status: Processed and delivered (2014-03-18:48:GMT+1) Please note that refunds are approved directly by the software publisherWe have sent them a refund request on your behalf, replaying the message received in this complaintA copy of the refund request was also sent to your Yahoo.com address as a confirmation Once the refund is approved by the Publisher, the USD will be transferred to the card charged for this orderIf no answer will be received from the Vendor in business days, the refund will be processed automatically by Avangate Best regards, The Avangate Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ Hello, *** Please be advised that Avangate manages the eStore for various software providers and online merchants, among which http://www[redacted] Basically, we handle the online payment process for their customers in a secure environment We will start an internal investigation regarding the business practices of the vendor, http://www[redacted] Regarding the order placed with them, according to our records the full refund was processed on December 14, Kind regards, [redacted] C

Initial Business Response / [redacted] (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,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 / [redacted] (3000, 7, 2015/04/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) We haven't received the refund yetWe have been promised refund in the past but never received itSo we can't close the case till refund hits the bank account Final Consumer Response / [redacted] (2000, 10, 2015/04/28) */ We have received the refund so we would like to close this case

Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ Dear ***, 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 software We understand that this is unpleasant situation and in order to settle this matter we have canceled the transaction and processed a full refund ( $ 99.99) for you The money will be returned to your account within the next couple of business days Kind regards, [redacted] R Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Full refund is what I had asked for with Avangate in my initial request to AvangateThank you

Initial Business Response / [redacted] (1000, 5, 2016/01/06) */ Dear Mr***, Thank you for contacting Avangate We are sorry to hear about your issueA refund request was sent to Bitdefender and the auto-renewal was disabledBitdefender will contact you via email within hours to confirm the refundYou can also reach them at X-XXX-XXX-XXXX for more details Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Avangate has agreed to a refundOn a phone conversation I was told on January 9, that a refund would take to business daysSo far no refund Final Business Response / [redacted] (4000, 14, 2016/01/21) */ Hello, Thank you for your reply The design of the Bitdefender site and its content does not depend on AvangateWe suggest to talk with Bitdefender about the way that the Auto-renewal is displayed on the site The refund has been done on XXXX-for the full amount on the card ending in You can check with the bank to see if it was posted Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 16, 2016/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund finally given

Initial Business Response / [redacted] (1000, 5, 2015/02/06) */ Dear ***, I am sorry for your inconvenience Avangate solely manages the eStore for www.iolo.comWe do not manufacture, sell, nor offer any technical support for the products offered on their website Kindly note that the amount of USD has been deducted as the option to have the license automatically renewed remained enabled when the software license was first purchasedA subscription expiration notification has been sent to [redacted] @gmail.com by Avangate, on Jan 27, 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-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 The refund for this charge has been approved on Feb 04, 2015, after calling our Customer Support line and you should see it in your account balance in the next couple of days For your convenience, I have turned off the notifications for this software and also ensured no further charges will apply Have a lovely day, [redacted] C Avangate Customer Support

Initial Business Response / [redacted] (1000, 8, 2015/01/05) */ Dear ***, I am sorry for the inconvenience Our records indicate that you have signed up to a monthly subscription from WorthPoint.comAvangate manages the eStore for Worthpoint, providing secure online payments for their shoppers On XXXX-you have signed up for their monthly membership plan (order XXXXXXXX)As specified on their SiPage (link below) and on the Membership confirmation page, the subscription is renewed automatically function on the type of subscription chosenThe 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 transactionAccording to the issuing bank, you have reported the transactions as being fraudulentWhenever a dispute is opened, your issuing bank requires proof from the Merchant (Avangate) that will support or disclaim the card holder's claimOur Financial Department has been in contact with your bank and we are now awaiting the results of their investigationIf the claim will be closed in your favour, a refund will be processed accordingly Sincerely, [redacted] R Customer Service Manager

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Dear [redacted] , I have checked the charge that was made on your PayPal accountThis order was placed because the automatic renewal has been enabled during your initial purchase from http://www.bitdefender.com The auto-renewal policy is communicated in the Software / Service Provider`s Terms and Conditions, to which you have agreed when the software/service was purchased We always send notifications prior to the renewals to remember the customers about the eventual upcoming renewalsIn this case we have sent you reminders on Sep 19, Oct and Oct 12, 2015, to the email address that we have on file [redacted] @q.comThe automated renewal option was now switched off in order to avoid future charges on your account I would gladly help you with a full refund for this order, however, I see that you have an open dispute with PayPal, in which case we consider them to be the ones handling your refundIf you want us to help you, please close the dispute and send us an email with the notification from PayPal to ***@avangate.com, and we'll immediately start the refund procedure Best regards, [redacted] C Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) the money was taken out of the Paypal account within minutes after the notification came from themI have the original receipt and order and it does not show automatic renewal Final Business Response / [redacted] (4000, 9, 2015/10/27) */ Hello, Thank you for contacting Avangate We are sorry for the trouble you are having receiving the money backPlease be informed that the refund will be issued for the full amount within business days If you have any other questions, you can contact us at XXX-XXX-XXXX Sincerely, [redacted] Final Consumer Response / [redacted] (2000, 11, 2015/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have already got my money back, but they still need to be made accountable for fleecing customersThis practice of charging them for recurring payments need to be made more explicit so that the customers know what is going to happenMy receipt from them has nothing on it showing that they would be charging my account more then one timeThis is wrong and they should stop this practice

Initial Business Response / [redacted] (1000, 5, 2015/01/10) */ Dear ***, 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 systemWe 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 grantedThe amount will show up on your account within the next 2-business days Wishing you a lovely day, [redacted] C Avangate Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Dear [redacted] , I am sorry for your inconvenience Please be aware that Avangate solely manages the eStore for www.bitdefender.comWe do not manufacture, sell, nor offer any technical support for the products offered on their website This order was placed because the automatic renewal has been enabled during your initial purchase, on XXXX-XX-XXKindly note the license covers one device for two years and we have not had any requests to make any changes to your subscription You can see the details for the auto-renewal option both in the Terms of Service and 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." Furthermore, we have sent out two notifications to inform you of the upcoming renewal: on May 24, XXXX XX:XX and on Jun 16, XXXX XX:XX, 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 Upon your request, Bitdefender has processed a refund for the full amount on XXXX-XX-XXYou should have the funds updated in your Visa account within a couple of days I would like to reconfirm that, at this point, you are not enrolled in automatic license renewal and the notifications have been turned off for your products Best regards, [redacted] C Avangate Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/02/22) */ Dear [redacted] , Our records show you have placed two separate orders at http:// [redacted] on 2014-Jan-The reference numbers corresponding to the two purchases are [redacted] and [redacted] As communicated in the correspondence you have quoted in your complaint, order refno [redacted] was canceled under the reason "duplicate" and its corresponding amount was unblocked in your accountOrder refno [redacted] was processed and delivered to [redacted] on 2014-Jan-We're quoting the contents of the electronic delivery email message below: " [redacted] Please do NOT reply to this notificationThis mailbox is not monitored, so you will not receive a responseAdequate contact details for (technical) assistance may be found below [redacted] Dear [redacted] , Your online order placed on http:// [redacted] on January 27, 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 PCs , 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 YearOur new Bitdefender PhotonTM technology will adapt to your PC's internal structure in the first few hours of use and fill in security gapsAfter that, scanning speed will skyrocket, and you will experience extreme efficiency with no slowdowns! How do I install? First, please download and save the product from the link below: http:// [redacted] Now simply run the installation fileThis usually takes only a few minutes Note! Bitdefender will detect traces of other antivirus software and ask your permission to remove themAfter removal, please restart your PC, then restart the installation How do I activate? During installation, you will be asked for your license keySimply insert the 7-character code provided earlier in this emailTo finalize the activation, log in to your free MyBitdefender account, during the Getting Started stage What is MyBitdefender? Meet your new security dashboard ( [redacted] ), an essential part of your online security, accessible anytime, anywhere, from any internet-connected deviceWe 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] / [redacted] You can also contact our support team at http:// [redacted] Rest at ease from now onBitdefender is protecting you! Awake The Bitdefender Team Thank you for shopping with BitDefender." Upon checking the status of order refno [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 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

Initial Business Response / [redacted] (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 has already been issued on XXXX-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 / [redacted] (3000, 10, 2014/10/30) */ Final Business Response / [redacted] (4000, 12, 2014/11/04) */ Hello It is my understanding that you have been charged an additional USD for a driver This charge has not been processed by Avangate and should appear on your card statement under a different descriptionSoftware 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