Initial Business Response /* (1000, 5, 2015/04/02) */
We found this refund request in our support portal
Delay in this refund was caused by difficulties in locating his orderCustomer used different email address in his order
Unfortunately, we cannot process refund at the moment
because customer already disputed this order as a bank charge-back
Initial Consumer Rebuttal /* (3000, 7, 2015/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with the bank and withdrew the dispute on that endPlease process the refund
Final Business Response /* (4000, 9, 2015/04/07) */
We contacted our distributor about charge-back reversal
Customer's case was escalated to the refund department
Customer should receive his refund within business days
Final Consumer Response /* (2000, 11, 2015/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received our refund from AVASTThank you so much for getting involvedI wasn't getting anywhere with them until you contacted them
Customer contacted us via our support portal.We informed customer that we cannot refund his renewal order because of the charge-back request she placed.We will contact her again via our support portal
Initial Business Response /* (1000, 5, 2014/02/12) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 8, 2014/02/12) */
I received a call from avast total support agent name is phil explained the situation to him he offerd me the same terms as orginally offerd so this case has been resolved
I ty for yor assistance Revdex.com but you may now closed this case
*** ***
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total). The policy is described in our (EULA) license agreement (7th paragraph) with which you agreedLicense agreement is available here:***Customer agreed with these conditions when he purchased our product
Again, our support will be happy to assist customer with his license
Initial Business Response /* (1000, 5, 2015/09/04) */
Customer contacted us via our support portal with his request for an invoice of his order
His order contains many discrepancies so we had to initiate investigation with our distributor
Customer was asked by our agent for a proof of
charge however he did not replied us, yet
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have pages and pages of requests and responses from their tech departments and their outside billing service or whatever that is they sent me toI admit I did give up for a period because I was very frustrated and it was causing me so much stressWhen I found that I had spare time I resumed my inquest trying to find out why I could not get any access to my accountAgain I have pages and pages of their responses and sending me to this person and that person and another person and from one department saying they could not help so sending me back to the original departmentI finally had the idea to print my license agreement and look for the information they had been requesting over and over and over which made not a bit of sense to me because how could THEY not have the information? They are the ones who I purchased the software from? And this has been the issue from day oneWhy can they simply just go into my account give me access and let me review and make sure the account is not ever auto re-billed
AVAST
His order contains many discrepancies so we had to initiate investigation with our distributor
Customer was asked by our agent for a proof of charge however he did not replied us, yet
As they even admit in their response THEY had many discrepanciesThey initiated and investigation which I stated previously sent me from one department to another to the next all asking for the same informationI tried finding the charge on my credit cards and bank accounts, but simply could not find it because they could not even tell me how much the charge would have been forSo I was simply lost looking through all my statements for some amount that I thought possibly could be the purchaseWhile doing this I continued asking their departments if they could please just somehow get into my account or delete my account completely so I did not have to worry about any business whatsoever with their company in the future and as I said every person that responded asked the same question and then sent me to another personI did not understand why they as a technology company could not find this information in THEIR systemsAfter basically begging them to please delete my account or show me something saying the account was closed they still could not give me the informationI reviewed every single account I have again looking for a figure that they could not even provide me with, so I would just have to guess something under dollars I assumedThis was not easy just looking through statement after statement without any specifics of what I was looking for accept an amount I could assumed might be their charge
I finally received my final statement Friday looking for again some amount that may be their charge, but not having a specific amount provided to meThey informed me previously that again as they said, my account had MANY discrepanciesI did not cause any of these diiscrepanciesThey as a company were absolutely unhelpful or of any useThey finally recieved a response from I assume a manager stating that I was never charged for their software and this is why they could not help meAs I said, I have reviewed and re-reviewed all of my statements and I cannot find a charge that clearly is from their companyI do not accept their response, but if I can pay them possibly again because I cannot prove or disprove I was ever charged and get access, visibly see MY PERSONAL INFORMATION and delete any auto-rebillIf that is what it takes I will do it simply to be done with this company and never ever have to hear from them againAlthough I have been provided no proof from them that indeed I was not charged and I cannot find a charge that they cannot even tell me the specific amount for or what it would say as the purchaseI will email this manager request absolute assurances that I will be able to look at my account page and simply click a button to not auto re-bill by paying them possibly a second time I will do so happily so this can simply be overIt has cause me a massive amount of stress and now it turns out they are saying THEY never charged me! I had to do months of research which should have been done by THEM in order to be told this
I am not satisfied at all with their response, but I will gladly pay them possibly a second time to know with absolute certainty by looking at my personal information that I will never be re-billed by them I will pay them because they state I was never chargedI simply am that tired of dealing with themAs I said I have pages and pages of responses from one person to the next and it turns out it is their incompetance that caused this entire problem? If they are even telling the truth because I have been shown nothing to prove thisI no longer care, if paying them again will end this nightmare I will do so
This company is simply badPeriod
Finally as I stated I pulled my license information and as they stated there were very many discrepancies that they as a company had doing anything with my account and fwd it to them
Final Business Response /* (4000, 18, 2015/11/09) */
We are mixing two cases in one here
Of course that customer purchased Avast product, specifically Avast Internet Security in January/
However customer referring to additional order which was not found in our records nor distributors
We do apologize for confusion in this case
Final Consumer Response /* (4200, 20, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are all of a sudden saying now that I did purchase a valid product from Avast? After saying over and over and over that the product I bought was not an Avast product and I must have bought something from a 3rd party or some other company? You have insisted on this repeatedlyREPEATEDLY! Go back through your own responses, Sir or MadameYou repeatedly state that I must not have bought an Avast productNow you change your mind I suppose? Also, I can assure you I made absolutely no "second order" and have never claimed to have made a second order in any of my complaintsIf you are so inept you cannot follow the history of my requests for help in YOUR OWN SYSTEM, I just do not know what to sayI am just flabbergastedI have never once referred to a "second order", and why in good heavens would I ever try to purchase a second order after begging and pleading for help to simply look at my own financial information repeatedly and getting absolutely NOWHERE, but shuffled aroundAND ALSO BEING TOLD FLAT OUT, I MUST HAVE NEVER PURCHASED ONE OF YOUR PRODUCTSLOOK THROUGH YOUR OWN RESPONSES SIR OR MADAMELast I requested you send me an official apology in writing, addressed to me directly from your corporate office, not an apology of "confusion" that is not apologizing directly to me for the CONTINUED STRESS YOU ARE STILL CAUSING ME in insisting to provide some meaningless words that do not apologize to me directly while at the same time changing your narrative to, ohhh well yes he did purchase our product, and now saying I am referring to a different order? I just do not know what to respond to thatWhy? Why? Why would I try to purchase something from you when you insist I am not in your system and in your company and representatives statement? Finally, again go through your own notes please and see, just as I was giving in to your ridiculous company, you stated "customer never bought product from Avast", and this is what enraged me to not accept anything else but an apology from you in writing from your corporate officeHow can you sate "customer never bought an Avast product" and now state ohhhh, yes he did purchase an Avast product and then he tried to purchase a second product while I was begging and pleading for SOMEONE to simply let me see my account informationCan you tell me what month I requested to purchase this product? What product was this? Exactly how much was this product? Please see if you can pull that out of thin air as you just stated something you have said over and over I have not done and now say I have, PLUS I wanted a second purchaseAgain, I am flabbergasted by this companySimply leave me alone now, I do not ever want to hear from you againOn this forum or anywhere elseHow dare you! How dare you! And you did not apologize as I requestedThese words typed in seconds and not directly apologizing to ME are not what I requested for the immense time, stress, annoyance, research, and being shuffled around your companyI repeat I do not want to hear from you again, unless you are asking where you should mail this official letter of apology AGAIN from your corporate office apologizing directly to me and if you dare reference any second orderI simply advise you to not do soRemember I have records of every last word every rep said, as well as whoever is responding to this complaintYou state CLEARLY that "customer did not buy Avast product"And never one prior to this did I OR your company bring up a "second product"Leave me alone, I do not want to see another response of resolution from you as its clear you will not or do not understand what writing or typing a letter of apology meansLeave me aloneI will never ever look at your company again for anything ever, so please simply leave me alone nowThis matter is closed in my opinionYou cannot or refuse to do as I requested and now you say I have been speaking of some imaginary second item I attempted to purchaseLeave me alone, pleaseSimply leave me aloneThe matter is overIt causes me headaches just thinking about itMy blood pressure rises seeing that you are trying to provide some other resolution that is probably going to be another insult to meI simply cannot deal with your company anymore, where in the world do you find that I am trying/requesting to buy a second product from you in all of the many months this has gone onI simply would have given in to you and let you do as you pleased had you not clearly stated, "customer did not purchase Avast product"....and now insist while having so much unpleasant, stressful contact with your company that in between Jan and the first help ticket I submitted way back in July or Aug I can't even remember anymore, I'd have to go back through my printouts of my contacts with your company and I don't care to...that I was asking you, or I suppose I was pleading with you, please let me buy a separate product from you? You have a screw loose have your technicians check that outI am requesting quite politely now, please leave me alonePleaseI don't want anything to do with your companyI state again, please simply, leave me alone
Initial Business Response /* (1000, 5, 2015/05/15) */
Customer was refunded as he requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2015/05/21) */
5-19-
Sent via email:
Dear Yvette,
My refund is back in my accountIt must have been
returned
after I was off computer last night and I worked today at my volunteer job
I appreciate so much what you did for meThanks you so much
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find customer in our support portal
We contacted him with our help to install our product
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
6-1-
Sent via email:
Dear Ms***,
Thank you so
much for helping me resolve the issue I had with AvastThey have promised me a refund since I was unable to download their product and was charged for it anyway
I appreciate you assistance with this matter
Thank you again!
Sincerely,
L***
Initial Business Response /* (1000, 5, 2015/08/05) */
Customer was already refunded as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/12/21) */
Unfortunately, we did not find any record in our support system from this customer
We contacted him with our offer to help fixing her issue
We are awaiting her reply in our support portal
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not locate this customer in our records
We've contacted customer with a request for an order number
We are awaiting reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I told them we don't have the order numberThey were supposed to email it to us days ago and we haven't received itThis issue has not been resolved
Final Business Response /* (4000, 9, 2015/10/11) */
Our distributor located customer's order
His TTS subscription was refunded as he requested
Initial Business Response /* (1000, 7, 2015/01/26) */
*** was already refunded as he requested based on his request in our ticketing system
Initial Consumer Rebuttal /* (2000, 9, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the
money refunded was just put in my accountBut they also need to be made aware that they need to stop their techs from telling clients that their computer has a virus and that the only way to get rid of it is to pay $for them to clean it upRight after the tech told me that I needed to pay more money to clean up my computer that was "supposedly" protected by Avast and I told him I did not believe him and would not allow them to clean up my computer and I called him a fraudThe tech hung up on meThe next day I has Toshiba look at my computer and they found NO VIRUS and I also did not have another virus protection on my computer like the AVAST Tech told me I didToshiba told me that AVAST was trying to scam meI am just glad to have my money back and be rid of this companyI just wonder how many people fall for their scam!
Initial Business Response /* (1000, 5, 2016/01/15) */
Customer was refunded for AR order as she requested
We notified her via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
The matter has been resolved satisfactorilyThanks to AVAST for their prompt attention
Sincerely *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any order associated with this customer
We contacted customer via our support portal with an request for an order ID or email to locate her order and cancel AR
Initial Consumer Rebuttal /* (3000, 7,
2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because the fact it that my credit card is being debited monthly by avast for mobile servicesI also have a laptop service covered by these people So the fact that they inform me that they have a zero record of any accounts with me is odd!! Someone from their company is charging my credit cardAnd I feel it is up to them to find out who
Final Business Response /* (4000, 9, 2015/10/11) */
Customer was informed in our support portal about non-existing order with Avast
Our agent recommended to contact Google Play directly to locate his charges
Final Consumer Response /* (2000, 11, 2015/10/13) */
This case has been resolved! I finally had to go through my credit card company
Sent from my iPhone
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
Customer contacted us via our support portal
His order was already refunded as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
8-27-
Sent via email:
***
Yes ma'm,
they refunded my moneyThank you kindly!
*** ***
Initial Business Response /* (1000, 5, 2014/08/18) */
Hello ***,
We do apologize for the matter in which your issue was handled, you contacted one of our vendors for support but we recommend that you contact us directly by submitting a ticket to our support portal and your issue
will be handled efficiently and of course for free
http://www.avast.com/en-us/support
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I have to contact them I have lodged the complaint and see no reason that they can not contact me
Final Business Response /* (4000, 19, 2015/02/23) */
Unfortunately, customer never canceled Auto-Renewal for his order from last year
Our distributor already refunded his order
Unfortunately, we did not receive any refund request from this customer 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 (& days) before
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.Avast offer a days money back guarantee from the date of chargeRegrettably, according to our refund policy Avast can not issue a refund for the order which was charged on Apr/07/2017. That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer never contacted us about his issue
We contacted him via our support portal with an explanation of Auto-Renewal process and his options to cancel it before
Customer received AR notification emails & days before
charge
We are awaiting his reply
Initial Consumer Rebuttal /* (2000, 8, 2015/02/23) */
2-23-
Sent via email:
Dear *** ***:
My problem has been resolved by PaypalI am no longer being automatically billed by Avast for service I cannot useI tried and tried to elicit a response from them by emailing and trying to telephone themI was constantly stonewalled and their email addresses and web sites were no helpI could not get through to them, although no emails were returned as undeliverable
Today I received an email from them suggesting that they never received my emailsI used their official sites, to no avail
I am very grateful to Revdex.com for followup on this problem, but am very happy to say the problem is resolvedAvast was absolutely no help and I feel for others who have had problems
A far as I personally am involved, this case is over
Thank you for your help
*** *** (*** *** ***)
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, 2015/04/02) */
We found this refund request in our support portal
Delay in this refund was caused by difficulties in locating his orderCustomer used different email address in his order
Unfortunately, we cannot process refund at the moment
because customer already disputed this order as a bank charge-back
Initial Consumer Rebuttal /* (3000, 7, 2015/04/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with the bank and withdrew the dispute on that endPlease process the refund
Final Business Response /* (4000, 9, 2015/04/07) */
We contacted our distributor about charge-back reversal
Customer's case was escalated to the refund department
Customer should receive his refund within business days
Final Consumer Response /* (2000, 11, 2015/04/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received our refund from AVASTThank you so much for getting involvedI wasn't getting anywhere with them until you contacted them
Customer contacted us via our support portal.We informed customer that we cannot refund his renewal order because of the charge-back request she placed.We will contact her again via our support portal
Initial Business Response /* (1000, 5, 2014/02/12) */
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding your claims status very soon
We do apologize for the inconvenience this may have caused
Kind
Regards
Final Consumer Response /* (2000, 8, 2014/02/12) */
I received a call from avast total support agent name is phil explained the situation to him he offerd me the same terms as orginally offerd so this case has been resolved
I ty for yor assistance Revdex.com but you may now closed this case
*** ***
All Avast programs can be used days for free as a trial, and additionally we offer a day money back guarantee from the date of purchase (days in total). The policy is described in our (EULA) license agreement (7th paragraph) with which you agreedLicense agreement is available here:***Customer agreed with these conditions when he purchased our product
Again, our support will be happy to assist customer with his license
Initial Business Response /* (1000, 5, 2015/09/04) */
Customer contacted us via our support portal with his request for an invoice of his order
His order contains many discrepancies so we had to initiate investigation with our distributor
Customer was asked by our agent for a proof of
charge however he did not replied us, yet
Initial Consumer Rebuttal /* (3000, 7, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have pages and pages of requests and responses from their tech departments and their outside billing service or whatever that is they sent me toI admit I did give up for a period because I was very frustrated and it was causing me so much stressWhen I found that I had spare time I resumed my inquest trying to find out why I could not get any access to my accountAgain I have pages and pages of their responses and sending me to this person and that person and another person and from one department saying they could not help so sending me back to the original departmentI finally had the idea to print my license agreement and look for the information they had been requesting over and over and over which made not a bit of sense to me because how could THEY not have the information? They are the ones who I purchased the software from? And this has been the issue from day oneWhy can they simply just go into my account give me access and let me review and make sure the account is not ever auto re-billed
AVAST
His order contains many discrepancies so we had to initiate investigation with our distributor
Customer was asked by our agent for a proof of charge however he did not replied us, yet
As they even admit in their response THEY had many discrepanciesThey initiated and investigation which I stated previously sent me from one department to another to the next all asking for the same informationI tried finding the charge on my credit cards and bank accounts, but simply could not find it because they could not even tell me how much the charge would have been forSo I was simply lost looking through all my statements for some amount that I thought possibly could be the purchaseWhile doing this I continued asking their departments if they could please just somehow get into my account or delete my account completely so I did not have to worry about any business whatsoever with their company in the future and as I said every person that responded asked the same question and then sent me to another personI did not understand why they as a technology company could not find this information in THEIR systemsAfter basically begging them to please delete my account or show me something saying the account was closed they still could not give me the informationI reviewed every single account I have again looking for a figure that they could not even provide me with, so I would just have to guess something under dollars I assumedThis was not easy just looking through statement after statement without any specifics of what I was looking for accept an amount I could assumed might be their charge
I finally received my final statement Friday looking for again some amount that may be their charge, but not having a specific amount provided to meThey informed me previously that again as they said, my account had MANY discrepanciesI did not cause any of these diiscrepanciesThey as a company were absolutely unhelpful or of any useThey finally recieved a response from I assume a manager stating that I was never charged for their software and this is why they could not help meAs I said, I have reviewed and re-reviewed all of my statements and I cannot find a charge that clearly is from their companyI do not accept their response, but if I can pay them possibly again because I cannot prove or disprove I was ever charged and get access, visibly see MY PERSONAL INFORMATION and delete any auto-rebillIf that is what it takes I will do it simply to be done with this company and never ever have to hear from them againAlthough I have been provided no proof from them that indeed I was not charged and I cannot find a charge that they cannot even tell me the specific amount for or what it would say as the purchaseI will email this manager request absolute assurances that I will be able to look at my account page and simply click a button to not auto re-bill by paying them possibly a second time I will do so happily so this can simply be overIt has cause me a massive amount of stress and now it turns out they are saying THEY never charged me! I had to do months of research which should have been done by THEM in order to be told this
I am not satisfied at all with their response, but I will gladly pay them possibly a second time to know with absolute certainty by looking at my personal information that I will never be re-billed by them I will pay them because they state I was never chargedI simply am that tired of dealing with themAs I said I have pages and pages of responses from one person to the next and it turns out it is their incompetance that caused this entire problem? If they are even telling the truth because I have been shown nothing to prove thisI no longer care, if paying them again will end this nightmare I will do so
This company is simply badPeriod
Finally as I stated I pulled my license information and as they stated there were very many discrepancies that they as a company had doing anything with my account and fwd it to them
Final Business Response /* (4000, 18, 2015/11/09) */
We are mixing two cases in one here
Of course that customer purchased Avast product, specifically Avast Internet Security in January/
However customer referring to additional order which was not found in our records nor distributors
We do apologize for confusion in this case
Final Consumer Response /* (4200, 20, 2015/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You are all of a sudden saying now that I did purchase a valid product from Avast? After saying over and over and over that the product I bought was not an Avast product and I must have bought something from a 3rd party or some other company? You have insisted on this repeatedlyREPEATEDLY! Go back through your own responses, Sir or MadameYou repeatedly state that I must not have bought an Avast productNow you change your mind I suppose? Also, I can assure you I made absolutely no "second order" and have never claimed to have made a second order in any of my complaintsIf you are so inept you cannot follow the history of my requests for help in YOUR OWN SYSTEM, I just do not know what to sayI am just flabbergastedI have never once referred to a "second order", and why in good heavens would I ever try to purchase a second order after begging and pleading for help to simply look at my own financial information repeatedly and getting absolutely NOWHERE, but shuffled aroundAND ALSO BEING TOLD FLAT OUT, I MUST HAVE NEVER PURCHASED ONE OF YOUR PRODUCTSLOOK THROUGH YOUR OWN RESPONSES SIR OR MADAMELast I requested you send me an official apology in writing, addressed to me directly from your corporate office, not an apology of "confusion" that is not apologizing directly to me for the CONTINUED STRESS YOU ARE STILL CAUSING ME in insisting to provide some meaningless words that do not apologize to me directly while at the same time changing your narrative to, ohhh well yes he did purchase our product, and now saying I am referring to a different order? I just do not know what to respond to thatWhy? Why? Why would I try to purchase something from you when you insist I am not in your system and in your company and representatives statement? Finally, again go through your own notes please and see, just as I was giving in to your ridiculous company, you stated "customer never bought product from Avast", and this is what enraged me to not accept anything else but an apology from you in writing from your corporate officeHow can you sate "customer never bought an Avast product" and now state ohhhh, yes he did purchase an Avast product and then he tried to purchase a second product while I was begging and pleading for SOMEONE to simply let me see my account informationCan you tell me what month I requested to purchase this product? What product was this? Exactly how much was this product? Please see if you can pull that out of thin air as you just stated something you have said over and over I have not done and now say I have, PLUS I wanted a second purchaseAgain, I am flabbergasted by this companySimply leave me alone now, I do not ever want to hear from you againOn this forum or anywhere elseHow dare you! How dare you! And you did not apologize as I requestedThese words typed in seconds and not directly apologizing to ME are not what I requested for the immense time, stress, annoyance, research, and being shuffled around your companyI repeat I do not want to hear from you again, unless you are asking where you should mail this official letter of apology AGAIN from your corporate office apologizing directly to me and if you dare reference any second orderI simply advise you to not do soRemember I have records of every last word every rep said, as well as whoever is responding to this complaintYou state CLEARLY that "customer did not buy Avast product"And never one prior to this did I OR your company bring up a "second product"Leave me alone, I do not want to see another response of resolution from you as its clear you will not or do not understand what writing or typing a letter of apology meansLeave me aloneI will never ever look at your company again for anything ever, so please simply leave me alone nowThis matter is closed in my opinionYou cannot or refuse to do as I requested and now you say I have been speaking of some imaginary second item I attempted to purchaseLeave me alone, pleaseSimply leave me aloneThe matter is overIt causes me headaches just thinking about itMy blood pressure rises seeing that you are trying to provide some other resolution that is probably going to be another insult to meI simply cannot deal with your company anymore, where in the world do you find that I am trying/requesting to buy a second product from you in all of the many months this has gone onI simply would have given in to you and let you do as you pleased had you not clearly stated, "customer did not purchase Avast product"....and now insist while having so much unpleasant, stressful contact with your company that in between Jan and the first help ticket I submitted way back in July or Aug I can't even remember anymore, I'd have to go back through my printouts of my contacts with your company and I don't care to...that I was asking you, or I suppose I was pleading with you, please let me buy a separate product from you? You have a screw loose have your technicians check that outI am requesting quite politely now, please leave me alonePleaseI don't want anything to do with your companyI state again, please simply, leave me alone
Initial Business Response /* (1000, 5, 2015/05/15) */
Customer was refunded as he requested via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2015/05/21) */
5-19-
Sent via email:
Dear Yvette,
My refund is back in my accountIt must have been
returned
after I was off computer last night and I worked today at my volunteer job
I appreciate so much what you did for meThanks you so much
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find customer in our support portal
We contacted him with our help to install our product
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
6-1-
Sent via email:
Dear Ms***,
Thank you so
much for helping me resolve the issue I had with AvastThey have promised me a refund since I was unable to download their product and was charged for it anyway
I appreciate you assistance with this matter
Thank you again!
Sincerely,
L***
Initial Business Response /* (1000, 5, 2015/08/05) */
Customer was already refunded as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2015/12/21) */
Unfortunately, we did not find any record in our support system from this customer
We contacted him with our offer to help fixing her issue
We are awaiting her reply in our support portal
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not locate this customer in our records
We've contacted customer with a request for an order number
We are awaiting reply in our support portal
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I told them we don't have the order numberThey were supposed to email it to us days ago and we haven't received itThis issue has not been resolved
Final Business Response /* (4000, 9, 2015/10/11) */
Our distributor located customer's order
His TTS subscription was refunded as he requested
Initial Business Response /* (1000, 7, 2015/01/26) */
*** was already refunded as he requested based on his request in our ticketing system
Initial Consumer Rebuttal /* (2000, 9, 2015/01/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the
money refunded was just put in my accountBut they also need to be made aware that they need to stop their techs from telling clients that their computer has a virus and that the only way to get rid of it is to pay $for them to clean it upRight after the tech told me that I needed to pay more money to clean up my computer that was "supposedly" protected by Avast and I told him I did not believe him and would not allow them to clean up my computer and I called him a fraudThe tech hung up on meThe next day I has Toshiba look at my computer and they found NO VIRUS and I also did not have another virus protection on my computer like the AVAST Tech told me I didToshiba told me that AVAST was trying to scam meI am just glad to have my money back and be rid of this companyI just wonder how many people fall for their scam!
Initial Business Response /* (1000, 5, 2016/01/15) */
Customer was refunded for AR order as she requested
We notified her via our support portal
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
The matter has been resolved satisfactorilyThanks to AVAST for their prompt attention
Sincerely *** ***
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any order associated with this customer
We contacted customer via our support portal with an request for an order ID or email to locate her order and cancel AR
Initial Consumer Rebuttal /* (3000, 7,
2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because the fact it that my credit card is being debited monthly by avast for mobile servicesI also have a laptop service covered by these people So the fact that they inform me that they have a zero record of any accounts with me is odd!! Someone from their company is charging my credit cardAnd I feel it is up to them to find out who
Final Business Response /* (4000, 9, 2015/10/11) */
Customer was informed in our support portal about non-existing order with Avast
Our agent recommended to contact Google Play directly to locate his charges
Final Consumer Response /* (2000, 11, 2015/10/13) */
This case has been resolved! I finally had to go through my credit card company
Sent from my iPhone
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
Initial Business Response /* (1000, 5, 2015/08/27) */
Customer contacted us via our support portal
His order was already refunded as he requested
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
8-27-
Sent via email:
***
Yes ma'm,
they refunded my moneyThank you kindly!
*** ***
Initial Business Response /* (1000, 5, 2015/12/28) */
Customer was already refunded as he requested in our support portal
Initial Business Response /* (1000, 5, 2014/08/18) */
Hello ***,
We do apologize for the matter in which your issue was handled, you contacted one of our vendors for support but we recommend that you contact us directly by submitting a ticket to our support portal and your issue
will be handled efficiently and of course for free
http://www.avast.com/en-us/support
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I have to contact them I have lodged the complaint and see no reason that they can not contact me
Final Business Response /* (4000, 19, 2015/02/23) */
Unfortunately, customer never canceled Auto-Renewal for his order from last year
Our distributor already refunded his order
Unfortunately, we did not receive any refund request from this customer 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 (& days) before
the renewal. These emails informs about upcoming renewal event together with a description how to cancel this renewal feature.Avast offer a days money back guarantee from the date of chargeRegrettably, according to our refund policy Avast can not issue a refund for the order which was charged on Apr/07/2017. That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license
Initial Business Response /* (1000, 5, 2015/02/20) */
Customer never contacted us about his issue
We contacted him via our support portal with an explanation of Auto-Renewal process and his options to cancel it before
Customer received AR notification emails & days before
charge
We are awaiting his reply
Initial Consumer Rebuttal /* (2000, 8, 2015/02/23) */
2-23-
Sent via email:
Dear *** ***:
My problem has been resolved by PaypalI am no longer being automatically billed by Avast for service I cannot useI tried and tried to elicit a response from them by emailing and trying to telephone themI was constantly stonewalled and their email addresses and web sites were no helpI could not get through to them, although no emails were returned as undeliverable
Today I received an email from them suggesting that they never received my emailsI used their official sites, to no avail
I am very grateful to Revdex.com for followup on this problem, but am very happy to say the problem is resolvedAvast was absolutely no help and I feel for others who have had problems
A far as I personally am involved, this case is over
Thank you for your help
*** *** (*** *** ***)
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