Initial Business Response /* (1000, 5, 2014/09/05) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Initial Consumer...
Rebuttal /* (3000, 7, 2014/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still asking me to download their software and thier softwqre won't download and at this poini want is my refund. They seem to have a problem about giving me my refund. I respond to them saying, I just want my refund tkt EFG XXX-XXXXX on 9/1/2014
Final Business Response /* (4000, 10, 2014/09/10) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Final Consumer Response /* (2000, 12, 2014/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2014/03/05) */
Your case is being viewed by our team and someone should contact you soon regarding your issue.
Thank you again for contacting avast.
Have a nice day.
Final Consumer Response /* (2000, 9, 2014/03/11) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
My money has been refunded. Thank you for your help in this matter.
[redacted]
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Customer's renewal license was refunded back to his account.
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find this customer in our support portal.
Customer was refunded as he requested.
Unfortunately, we did not find any record from this customer in our support portal.
Customer purchased two separate licenses.
First one of them was an automatic renewal from our 60-days free trial (Customer has license for 60 days and then license is renewed for a year if AR was not turned...
off).
Additionally to the first order, customer placed a new order for same product 3 days after previous license renewed itself.
Customer already placed a charge-back for second order so money was refunded by his bank.
His first license was refunded upon his request in this complaint.
Both of his licenses were refunded.
Initial Business Response /* (1000, 7, 2015/02/13) */
Customer was refunded for our product as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2015/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast has agreed to refund $78.00 to...
me, but has disconnected my secure line. Remember, I paid for two, installed one, they disconnected one, I need the secure line installed, or, receive another refund of $78.00 more. I don't want the additional refund, I DO WANT the secure line installed. I have contacted [redacted] in Customer Service and asked him to intervene, but have not received a response as yet. I will forward my correspondence with him to you on a separate e mail so you are up to date.
[redacted]
Final Business Response /* (4000, 11, 2016/02/03) */
We sent licence file to customer via our support portal as he requested.
Final Consumer Response /* (2000, 13, 2016/02/11) */
Good morning, [redacted];
I am pleased to report that my complaint has been resolved. Two days ago I received instructions how to install the missing license and I now have the secure line installed and working. I checked my master card account and saw that the $78.00 has been refunded as of the 29th of January, so after more than a month, it is finally all okay, but I am convinced it was your involvement that brought it about and I am thankful for that.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
Customer contacted us via our support portal in July/2015.
His Auto-renewal order was already refunded back to his account.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
I don,t know who's account they refunded to, it wasn't my account 8407. I can't contact them because they say my e-mail address doesn't appear in there system. I can't access there system to check were they credit my account.
Final Consumer Response /* (2000, 9, 2015/09/18) */
My credit card notified me Avaat credited my account for $53.49 on Sept XX XXXX. This closes out this request. Thank You for help in resolving this problem of paym't.
Initial Business Response /* (1000, 5, 2014/04/14) */
I'm very sorry, Our records show that your purchase was for $19.99, not $42.89.
We will need a proof of credit to identify this "Unauthorized" charge.
consumer indicated he/she DID NOT accept the response from the business.)
according to my bank records the 42.89 "Unauthorized" charge had the title DRI * AVAST SOFTWARE, I will get my bank to provide the records.
I am just tryin to find out who did this and get my money back, if this was n't your company we'll find out , and please cease with the sarcasm ( "Unathorized" charge) wasn't appreciated or neccesary
Final Business Response /* (4000, 15, 2014/04/30) */
This will forwarded again to our speciliast and they will contact you regarding the further purchases.
Final Consumer Response /* (4200, 12, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
i'm not disputing the 3/14 transaction. i'm disputing the 3/26 transaction which you will receive proof of shortly by mail. I don't know if by my 3/14 purchase I was going to be charged the additional 42.89 without me being told or but I did not receive any information that I would be doing so, I just want the 42.89 refunded by who ever pulled it from my account on 3/26, please. I only agreed to the 19.99 purchase and nothing more.
Initial Business Response /* (1000, 5, 2015/05/07) */
We were able to locate this customer in our records.
He was charged in January for an Auto-Renewal which was active in his subscription.
Customer asked for a charge-back for this charge.
He replied to us that charge-back was...
reversed however our distributor did not confirm it.
We escalated this case to get the result as soon as possible.
Initial Business Response /* (1000, 5, 2014/08/18) */
We will have a Total Support representative contact you regarding your request for refund and do apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I have been contacted before I registered my complaint with the Revdex.com, and there was no resolution because their comment to me was: we do not have a refund policy.
Yet the email from customer support clearly states that the person who convinced me to purchase the technical support was in error.
It seems like a brush off to me to have a representative say "we will contact you. so sorry". If they do contact me and arrange for a refund, I will then consider their response to my complaint as acceptable.
Thank you.
Final Business Response /* (4000, 9, 2014/08/25) */
A Total Support Representative will contact you shortly about your refund.
Thank you in advance for your cooperation.
Kind Regards
Final Consumer Response /* (2000, 11, 2014/08/27) */
Thank you very much for your assistance in this issue! For 4 months, I could not get the company to recognize that the error of this transaction was theirs and not mine. However, as a result of your involvement, Avast! will refund the inappropriately charged technical support. Many, many, many thanks!!!!!
As an interesting side note, I missed the first phone call from the Avast Representative, and so followed the instructions left by her on my answering machine to call a certain number and press option 2 twice. This put me in contact with a person who not only couldn't connect me with the Representative who called me, but after reviewing my case, told me, yet again, that a refund was not possible since the tech service had been used.
Fortunately, I did NOT miss the second phone call from the Avast Representative, [redacted] who politely listened when I told her everyone who reviewed my case was missing the beginning of the problem and was fixating on the 'end results' of this problem: the tech support was USED so no refund was possible. She recognized the BEGINNING: the software should have been configured for my computer for free without referring me to paid tech support.
With great appreciation,
[redacted]
Unfortunately, customer did not contact us via our support portal.
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These...
emails informs about upcoming renewal event together with a description how to cancel this renewal feature.As per her request, renewal license was refunded back to her account used for original purchase.
Customer was already refunded for his Avast Cleanup license in December/2016.
He is now running another Avast Cleanup which is free, complimentary license from Avast.
We contacted customer about this via our support portal.
Initial Business Response /* (1000, 16, 2015/01/12) */
1-12-15
Sent via email:
Dear [redacted],
Thank you for your response and all details provided.
Regrettably, according to our refund policy I can not issue a refund for the order which was placed on 07/06/2014 if the first...
request for refund was placed on 11/24/2014.
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of purchase.
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license.
Best regards,
[redacted]
Customer service department
AVAST Software s.r.o.
Ticket Details
________________________________________
Ticket ID: ZCC-XXX-XXXXX
Department: .Refunds
Type: Issue
Status: On Hold
Priority: High
You can check the status of or update this ticket online at: https://support.avast.com/index.php?/Default_remove/Tickets/Ticket/View/ZCC-XXX-...⇄ />
Avast Customer & Technical SupportAvast Customer & Technical Support is a web-based Portal that serves as a secure communication link between you and AVAST Software s.r.o
When you log in to the Portal with your secure user name and password, you will be able to see and reply to all your tickets.
Support Center: https://support.avast.com/index.php?/Default_remove
If you don't know your password, use the Lost password link in the Log in screen. This will take you to another page where you will be asked to provide your email address. We'll send a link to your email address to reset your password.
________________________________________
Initial Business Response /* (1000, 5, 2015/04/03) */
Customer was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was very impressed with both the Revdex.com and Avast. ...
The Revdex.com quickly handled my complaint and Avast promptly agreed to refund my $179.99.
I believe that Avast is a reputable and honorable company that can be trusted and that this experience was not representative of their usual business practices.
We were able to locate customer in our records.
His Avast Cleanup license was already refunded in September/2016 based on his request directly with our distributor.
Initial Business Response /* (1000, 5, 2015/07/03) */
We escalated this case to the call center supervisor to review this call sessions.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
It's resolved and no more bad service.
Initial Business Response /* (1000, 10, 2015/03/10) */
Unfortunately, customer didn't contact us about this issue via our support portal.
** wrote to him our apology for this inconvenience and our help with licenses.
** are awaiting his reply.
Initial Business Response /* (1000, 5, 2014/09/05) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Initial Consumer...
Rebuttal /* (3000, 7, 2014/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still asking me to download their software and thier softwqre won't download and at this poini want is my refund. They seem to have a problem about giving me my refund. I respond to them saying, I just want my refund tkt EFG XXX-XXXXX on 9/1/2014
Final Business Response /* (4000, 10, 2014/09/10) */
Thank you for submitting your request through the Revdex.com portal. An internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases.
Kind Regards
Final Consumer Response /* (2000, 12, 2014/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2014/03/05) */
Your case is being viewed by our team and someone should contact you soon regarding your issue.
Thank you again for contacting avast.
Have a nice day.
Final Consumer Response /* (2000, 9, 2014/03/11) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
My money has been refunded. Thank you for your help in this matter.
[redacted]
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Customer's renewal license was refunded back to his account.
Initial Business Response /* (1000, 5, 2015/09/18) */
Unfortunately, we did not find this customer in our support portal.
Customer was refunded as he requested.
Unfortunately, we did not find any record from this customer in our support portal.
Customer purchased two separate licenses.
First one of them was an automatic renewal from our 60-days free trial (Customer has license for 60 days and then license is renewed for a year if AR was not turned...
off).
Additionally to the first order, customer placed a new order for same product 3 days after previous license renewed itself.
Customer already placed a charge-back for second order so money was refunded by his bank.
His first license was refunded upon his request in this complaint.
Both of his licenses were refunded.
Initial Business Response /* (1000, 7, 2015/01/26) */
Customer was already refunded as he requested in our ticketing system.
Initial Business Response /* (1000, 7, 2015/02/13) */
Customer was refunded for our product as he requested via our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2015/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 6, 2016/01/28) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (3000, 8, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Avast has agreed to refund $78.00 to...
me, but has disconnected my secure line. Remember, I paid for two, installed one, they disconnected one, I need the secure line installed, or, receive another refund of $78.00 more. I don't want the additional refund, I DO WANT the secure line installed. I have contacted [redacted] in Customer Service and asked him to intervene, but have not received a response as yet. I will forward my correspondence with him to you on a separate e mail so you are up to date.
[redacted]
Final Business Response /* (4000, 11, 2016/02/03) */
We sent licence file to customer via our support portal as he requested.
Final Consumer Response /* (2000, 13, 2016/02/11) */
Good morning, [redacted];
I am pleased to report that my complaint has been resolved. Two days ago I received instructions how to install the missing license and I now have the secure line installed and working. I checked my master card account and saw that the $78.00 has been refunded as of the 29th of January, so after more than a month, it is finally all okay, but I am convinced it was your involvement that brought it about and I am thankful for that.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/14) */
Customer contacted us via our support portal in July/2015.
His Auto-renewal order was already refunded back to his account.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept...
the response from the business.)
I don,t know who's account they refunded to, it wasn't my account 8407. I can't contact them because they say my e-mail address doesn't appear in there system. I can't access there system to check were they credit my account.
Final Consumer Response /* (2000, 9, 2015/09/18) */
My credit card notified me Avaat credited my account for $53.49 on Sept XX XXXX. This closes out this request. Thank You for help in resolving this problem of paym't.
Initial Business Response /* (1000, 5, 2014/04/14) */
I'm very sorry, Our records show that your purchase was for $19.99, not $42.89.
We will need a proof of credit to identify this "Unauthorized" charge.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/15) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
according to my bank records the 42.89 "Unauthorized" charge had the title DRI * AVAST SOFTWARE, I will get my bank to provide the records.
I am just tryin to find out who did this and get my money back, if this was n't your company we'll find out , and please cease with the sarcasm ( "Unathorized" charge) wasn't appreciated or neccesary
Final Business Response /* (4000, 15, 2014/04/30) */
This will forwarded again to our speciliast and they will contact you regarding the further purchases.
Final Consumer Response /* (4200, 12, 2014/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
i'm not disputing the 3/14 transaction. i'm disputing the 3/26 transaction which you will receive proof of shortly by mail. I don't know if by my 3/14 purchase I was going to be charged the additional 42.89 without me being told or but I did not receive any information that I would be doing so, I just want the 42.89 refunded by who ever pulled it from my account on 3/26, please. I only agreed to the 19.99 purchase and nothing more.
Initial Business Response /* (1000, 5, 2015/05/07) */
We were able to locate this customer in our records.
He was charged in January for an Auto-Renewal which was active in his subscription.
Customer asked for a charge-back for this charge.
He replied to us that charge-back was...
reversed however our distributor did not confirm it.
We escalated this case to get the result as soon as possible.
Initial Business Response /* (1000, 5, 2014/08/18) */
We will have a Total Support representative contact you regarding your request for refund and do apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT...
accept the response from the business.)
I have been contacted before I registered my complaint with the Revdex.com, and there was no resolution because their comment to me was: we do not have a refund policy.
Yet the email from customer support clearly states that the person who convinced me to purchase the technical support was in error.
It seems like a brush off to me to have a representative say "we will contact you. so sorry". If they do contact me and arrange for a refund, I will then consider their response to my complaint as acceptable.
Thank you.
Final Business Response /* (4000, 9, 2014/08/25) */
A Total Support Representative will contact you shortly about your refund.
Thank you in advance for your cooperation.
Kind Regards
Final Consumer Response /* (2000, 11, 2014/08/27) */
Thank you very much for your assistance in this issue! For 4 months, I could not get the company to recognize that the error of this transaction was theirs and not mine. However, as a result of your involvement, Avast! will refund the inappropriately charged technical support. Many, many, many thanks!!!!!
As an interesting side note, I missed the first phone call from the Avast Representative, and so followed the instructions left by her on my answering machine to call a certain number and press option 2 twice. This put me in contact with a person who not only couldn't connect me with the Representative who called me, but after reviewing my case, told me, yet again, that a refund was not possible since the tech service had been used.
Fortunately, I did NOT miss the second phone call from the Avast Representative, [redacted] who politely listened when I told her everyone who reviewed my case was missing the beginning of the problem and was fixating on the 'end results' of this problem: the tech support was USED so no refund was possible. She recognized the BEGINNING: the software should have been configured for my computer for free without referring me to paid tech support.
With great appreciation,
[redacted]
Unfortunately, customer did not contact us via our support portal.
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These...
emails informs about upcoming renewal event together with a description how to cancel this renewal feature.As per her request, renewal license was refunded back to her account used for original purchase.
Customer was already refunded for his Avast Cleanup license in December/2016.
He is now running another Avast Cleanup which is free, complimentary license from Avast.
We contacted customer about this via our support portal.
Customer was already refunded for his Auto-renewal charges as he requested in our support portal.
Initial Business Response /* (1000, 16, 2015/01/12) */
1-12-15
Sent via email:
Dear [redacted],
Thank you for your response and all details provided.
Regrettably, according to our refund policy I can not issue a refund for the order which was placed on 07/06/2014 if the first...
request for refund was placed on 11/24/2014.
All Avast programs can be used 30 days for free as a trial, and additionally we offer a 30 days money back guarantee from the date of purchase.
That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license.
Best regards,
[redacted]
Customer service department
AVAST Software s.r.o.
Ticket Details
________________________________________
Ticket ID: ZCC-XXX-XXXXX
Department: .Refunds
Type: Issue
Status: On Hold
Priority: High
You can check the status of or update this ticket online at:
https://support.avast.com/index.php?/Default_remove/Tickets/Ticket/View/ZCC-XXX-...⇄ /> Avast Customer & Technical SupportAvast Customer & Technical Support is a web-based Portal that serves as a secure communication link between you and AVAST Software s.r.o
When you log in to the Portal with your secure user name and password, you will be able to see and reply to all your tickets.
Support Center: https://support.avast.com/index.php?/Default_remove
If you don't know your password, use the Lost password link in the Log in screen. This will take you to another page where you will be asked to provide your email address. We'll send a link to your email address to reset your password.
________________________________________
Initial Business Response /* (1000, 5, 2015/04/03) */
Customer was already refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was very impressed with both the Revdex.com and Avast. ...
The Revdex.com quickly handled my complaint and Avast promptly agreed to refund my $179.99.
I believe that Avast is a reputable and honorable company that can be trusted and that this experience was not representative of their usual business practices.
We were able to locate customer in our records.
His Avast Cleanup license was already refunded in September/2016 based on his request directly with our distributor.
Initial Business Response /* (1000, 5, 2015/07/03) */
We escalated this case to the call center supervisor to review this call sessions.
We refunded customer as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/07) */
(The consumer indicated he/she ACCEPTED the...
response from the business.)
It's resolved and no more bad service.
Initial Business Response /* (1000, 10, 2015/03/10) */
Unfortunately, customer didn't contact us about this issue via our support portal.
** wrote to him our apology for this inconvenience and our help with licenses.
** are awaiting his reply.