Initial Business Response /* (1000, 5, 2015/09/04) */
Customer contacted us via our support portal.
Thank you for contacting AVAST software. I am sorry for my delayed reply.
Offer which customer is referring to shows price per months however each offer informs customers that their...
order will be charged annually for whole duration of selected validation period.
Customer was transferred to the shopping cart where the price was $64.99. customer couldn't miss this part of the purchase, he had to agree with this price and agree with sales terms & conditions of before payment for the product.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
9-4-15
Sent via email from consumer;
[redacted]
They actually emailed me this morning and are giving me a refund as fast as possible now! Thank you for even considering to help me with this situation
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
License for his Avast Secureline was sent to him.
Customer just needs to use this license file.
We are awaiting his reply in our support portal.
Business Response /* (-10, 13, 2015/01/29) */
Customer was already refunded as he requested in our support system.
Consumer Response /* (2000, 17, 2015/01/29) */
1-29-15
Sent via email:
They finally granted a refund.
[redacted] J. [redacted]
Initial Business Response /* (1000, 8, 2014/03/03) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Final Consumer Response /* (2000, 10, 2014/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My funds were refunded to my bank acct today Thank you 3/6/2014 NEXWAYSOFTWARE.C TELXXXXXXXXXXCAUS Tran Date/Time: 03/05/2014 05:01:31 39.99
Initial Business Response /* (1000, 5, 2015/10/27) */
Unfortunately, we did not find any email in our records from this customer.
We've checked customer AR status and found no AR.
We contacted customer from our support portal with an explanation where to manage her AR status.
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not receive any refund request in our support portal.
Customer already disputed his charge. Charge-back was already processed.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
It is odd that they would say there is no refund request, when a refund was issued. The Avast phone or website has no options to cancel, and they manipulate to get people to sign up. I was only able to get a refund by going through my credit card company to dispute the charge. Avast operates unethically. I will pass ** to everyone I can, including social media, that people should not use Avast.
Complaint: [redacted]I am rejecting this response because:They did not...
address my request for a pro-rated refund on the rest of my service due to their poor quality of both the program and their customer service. While I had totally forgotten about the refund nearly 5 months ago, THEY offered the refund causing me to think that it was never done previously AND I had written them 5x on both of these same issues with NO response from them at all even after my letters notified them of an impending complaint to the Revdex.com. Had I not filed this formal complaint, Id' still be waiting!
I received a response from them ONLY AFTER they heard my complaint from the Revdex.com and they reminded me of the refund (only). My apologies for a delayed memory response but they addressed no other issues I had and the requested pro-rated refund was, once AGAIN, ignored. So my reply to them AGAIN requested a pro-rated refund and AGAIN I've been ignored with No response. It's like they read my Revdex.com complaint but ONLY acknowledged the prior refund and completely and deliberately bypassed the rest of my complaint. Is it any wonder I want a refund due to, not only an extremely poor operating product but the level of customer service, in my opinion, warrants to me a full pro-rated refund so I may seek a more dependable and helpful security service and use my refund to help procure that end. I'm honestly fed up with such a poor product and personnel that seemingly care so little about customer satisfaction!Sincerely, [redacted]
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 services. I 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 card. And 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
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer contacted us in our support portal.
Our support agent explained to customer that he purchased this subscription from Apple iTunes distributor.
We sent customer a link to manage his subscriptions.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just cancel the account. The link that was sent, was not helpful. When I called the 800 number after receiving the unhelpful link, they were not able to look up my account at all. Not by name, by phone, or by email. This seems like more deflection and run around. Also, my iTunes account, email, etc. identify me as "[redacted].[redacted]". I am a female, not a male (as referenced by their comments above). This just further demonstrates to me the ineptitude I've experienced all along. Cancelling the account by me, or by Avast should not be this difficult!
Final Consumer Response /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted iTunes, the seller, and they have refunded me for the most current payment of $2.99. I want to make sure that no further payments are issued, by cancelling my account. I have notified iTunes, but want my account cancelled from your end, so that there are no further/future subscription payments made. Please confirm the cancellation of my account, and confirm that no further subscription charges will be made.
Final Business Response /* (4000, 14, 2015/11/27) */
Whole subscription management is done by iTunes directly.
If they refunded your charge so we expect that your subscription was stopped.
Initial Business Response /* (1000, 5, 2015/02/03) */
We were able to locate customer's order in our database.
Customer had a typo in his email address so he did not receive an email where he has to accept terms & conditions for a refund.
We initiated direct refund from our distributor...
and customer should receive a refund within next 7-10 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the refund will of course settle the case. I will await it's arrival!
Much thanks to the Revdex.com!!!
they accoplished what I could not!
Initial Business Response /* (1000, 5, 2014/05/26) */
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
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a response. It is a notification to Revdex.com stating: "Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding you claims status very soon."
Additional comments not included in my original complaint:
I have not received any of the following:
Notification of charges made to two of my credit cards in the total amount of $245.95.
No calls or emails other than those generated by computers regarding my complaint.
No call from the Senior Support Technician [redacted]) that was promised.
No notification that any alleged problem had been resolved.
No description of services to be provided.
No terms and conditions of any contract.
No evidence any type o0f installation (software?) had been installed on my computer.
Final Business Response /* (4000, 9, 2014/05/30) */
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 /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The message you received on May 30, 2014 is the same message you received on May 26, 2014 as follows: "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."
I will have to give the same response to the May 30th message as I did to the May 26th as follows:
This is not a response to the complaint, it's a "notification" to Revdex.com that the complaint has been re-issued to another "system" (what ever that means.) AVAST has not resolved the complaint.
One thing I noticed on AVAST's May 26th email to you is that they assigned an "owner" (which I assume is a person who will be in charge of the complaint) by the name of [redacted] I wonder if you could contact her and get a better understanding of what they are doing to resolve the complaint?
I am very pleased with the way Revdex.com (and Tecoyia Porter)is handling this case, but I am not pleased with the way AVAST is handling it. I'm sure you agree.
Thank you again for your time and effort.
[redacted]
Consumer Response /* (2000, 19, 2014/07/08) */
This case was RESOLVED. I was able to get a full refund.
If you publish a report on this case, please do not mention the names of [redacted] and [redacted] as computer technicians.
Also, please do not include my name in any report.
Thanks for your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/02/12) */
Unfortunately, we did not find any ticket in our support portal from this customer.
We contacted him with a confirmation that his order was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/20)...
*/
2-12-15
Sent via email:
Hello Ms. [redacted],
Avast Software, Inc. Has notified me by email that they are refunding my initial purchase and cancelling the automatic renewal.
Nice work and thank you!
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
Customer contacted us in our support portal with her request.
Our agent contacted her with solution for her however she did not reply back.
We are awaiting her reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7,...
2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have contacted me and my refund in in process.
Business Response /* (-10, 15, 2015/01/30) */
Auto-Renewal was canceled for this customer.
His account was canceled as he requested.
Consumer Response /* (2000, 19, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/18) */
We've escalated this case to the Total Support supervisor to investigate this phone session.
Customer was refunded for the TTS services as he requested.
Initial Business Response /* (1000, 5, 2014/08/29) */
Your current case is being reviewed by our refund team and you will be contacted as previously communicated.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
Obviously Avast is not noted for having a customer service department which knows how to handle anything more than telling
customers "go here and do this". I DID use the portal and also gave them the ticket # which is again [redacted]. There is nothing
more I can do if there own process is failing them.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
Unfortunately, we did not find this customer in our support portal.
We refunded customer as he requested.
This case was also escalated to the phone support supervisor.
Initial Business Response /* (1000, 5, 2015/09/04) */
Customer contacted us via our support portal.
Thank you for contacting AVAST software. I am sorry for my delayed reply.
Offer which customer is referring to shows price per months however each offer informs customers that their...
order will be charged annually for whole duration of selected validation period.
Customer was transferred to the shopping cart where the price was $64.99. customer couldn't miss this part of the purchase, he had to agree with this price and agree with sales terms & conditions of before payment for the product.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
9-4-15
Sent via email from consumer;
[redacted]
They actually emailed me this morning and are giving me a refund as fast as possible now! Thank you for even considering to help me with this situation
Customer was refunded for her order as she requested in our support portal.
We replied to her from our support portal.
Initial Business Response /* (1000, 5, 2015/08/05) */
We contacted customer via our support portal.
License for his Avast Secureline was sent to him.
Customer just needs to use this license file.
We are awaiting his reply in our support portal.
Business Response /* (-10, 13, 2015/01/29) */
Customer was already refunded as he requested in our support system.
Consumer Response /* (2000, 17, 2015/01/29) */
1-29-15
Sent via email:
They finally granted a refund.
[redacted] J. [redacted]
Initial Business Response /* (1000, 8, 2014/03/03) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Final Consumer Response /* (2000, 10, 2014/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My funds were refunded to my bank acct today Thank you 3/6/2014 NEXWAYSOFTWARE.C TELXXXXXXXXXXCAUS Tran Date/Time: 03/05/2014 05:01:31 39.99
Initial Business Response /* (1000, 5, 2015/10/27) */
Unfortunately, we did not find any email in our records from this customer.
We've checked customer AR status and found no AR.
We contacted customer from our support portal with an explanation where to manage her AR status.
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not receive any refund request in our support portal.
Customer already disputed his charge. Charge-back was already processed.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */
(The consumer...
indicated he/she ACCEPTED the response from the business.)
It is odd that they would say there is no refund request, when a refund was issued. The Avast phone or website has no options to cancel, and they manipulate to get people to sign up. I was only able to get a refund by going through my credit card company to dispute the charge. Avast operates unethically. I will pass ** to everyone I can, including social media, that people should not use Avast.
Complaint: [redacted]I am rejecting this response because:They did not...
address my request for a pro-rated refund on the rest of my service due to their poor quality of both the program and their customer service. While I had totally forgotten about the refund nearly 5 months ago, THEY offered the refund causing me to think that it was never done previously AND I had written them 5x on both of these same issues with NO response from them at all even after my letters notified them of an impending complaint to the Revdex.com. Had I not filed this formal complaint, Id' still be waiting!
I received a response from them ONLY AFTER they heard my complaint from the Revdex.com and they reminded me of the refund (only). My apologies for a delayed memory response but they addressed no other issues I had and the requested pro-rated refund was, once AGAIN, ignored. So my reply to them AGAIN requested a pro-rated refund and AGAIN I've been ignored with No response. It's like they read my Revdex.com complaint but ONLY acknowledged the prior refund and completely and deliberately bypassed the rest of my complaint. Is it any wonder I want a refund due to, not only an extremely poor operating product but the level of customer service, in my opinion, warrants to me a full pro-rated refund so I may seek a more dependable and helpful security service and use my refund to help procure that end. I'm honestly fed up with such a poor product and personnel that seemingly care so little about customer satisfaction!Sincerely, [redacted]
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 services. I 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 card. And 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
Initial Business Response /* (1000, 5, 2015/10/27) */
Customer contacted us in our support portal.
Our support agent explained to customer that he purchased this subscription from Apple iTunes distributor.
We sent customer a link to manage his subscriptions.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just cancel the account. The link that was sent, was not helpful. When I called the 800 number after receiving the unhelpful link, they were not able to look up my account at all. Not by name, by phone, or by email. This seems like more deflection and run around. Also, my iTunes account, email, etc. identify me as "[redacted].[redacted]". I am a female, not a male (as referenced by their comments above). This just further demonstrates to me the ineptitude I've experienced all along. Cancelling the account by me, or by Avast should not be this difficult!
Final Consumer Response /* (3000, 12, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted iTunes, the seller, and they have refunded me for the most current payment of $2.99. I want to make sure that no further payments are issued, by cancelling my account. I have notified iTunes, but want my account cancelled from your end, so that there are no further/future subscription payments made. Please confirm the cancellation of my account, and confirm that no further subscription charges will be made.
Final Business Response /* (4000, 14, 2015/11/27) */
Whole subscription management is done by iTunes directly.
If they refunded your charge so we expect that your subscription was stopped.
Initial Business Response /* (1000, 5, 2015/02/03) */
We were able to locate customer's order in our database.
Customer had a typo in his email address so he did not receive an email where he has to accept terms & conditions for a refund.
We initiated direct refund from our distributor...
and customer should receive a refund within next 7-10 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
the refund will of course settle the case. I will await it's arrival!
Much thanks to the Revdex.com!!!
they accoplished what I could not!
Initial Business Response /* (1000, 5, 2014/05/26) */
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
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a response. It is a notification to Revdex.com stating: "Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive a notification regarding you claims status very soon."
Additional comments not included in my original complaint:
I have not received any of the following:
Notification of charges made to two of my credit cards in the total amount of $245.95.
No calls or emails other than those generated by computers regarding my complaint.
No call from the Senior Support Technician [redacted]) that was promised.
No notification that any alleged problem had been resolved.
No description of services to be provided.
No terms and conditions of any contract.
No evidence any type o0f installation (software?) had been installed on my computer.
Final Business Response /* (4000, 9, 2014/05/30) */
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 /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The message you received on May 30, 2014 is the same message you received on May 26, 2014 as follows: "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."
I will have to give the same response to the May 30th message as I did to the May 26th as follows:
This is not a response to the complaint, it's a "notification" to Revdex.com that the complaint has been re-issued to another "system" (what ever that means.) AVAST has not resolved the complaint.
One thing I noticed on AVAST's May 26th email to you is that they assigned an "owner" (which I assume is a person who will be in charge of the complaint) by the name of [redacted] I wonder if you could contact her and get a better understanding of what they are doing to resolve the complaint?
I am very pleased with the way Revdex.com (and Tecoyia Porter)is handling this case, but I am not pleased with the way AVAST is handling it. I'm sure you agree.
Thank you again for your time and effort.
[redacted]
Consumer Response /* (2000, 19, 2014/07/08) */
This case was RESOLVED. I was able to get a full refund.
If you publish a report on this case, please do not mention the names of [redacted] and [redacted] as computer technicians.
Also, please do not include my name in any report.
Thanks for your assistance.
[redacted]
Initial Business Response /* (1000, 5, 2015/02/12) */
Unfortunately, we did not find any ticket in our support portal from this customer.
We contacted him with a confirmation that his order was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/20)...
*/
2-12-15
Sent via email:
Hello Ms. [redacted],
Avast Software, Inc. Has notified me by email that they are refunding my initial purchase and cancelling the automatic renewal.
Nice work and thank you!
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/02) */
Customer contacted us in our support portal with her request.
Our agent contacted her with solution for her however she did not reply back.
We are awaiting her reply in our support portal.
Initial Consumer Rebuttal /* (2000, 7,...
2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have contacted me and my refund in in process.
Business Response /* (-10, 15, 2015/01/30) */
Auto-Renewal was canceled for this customer.
His account was canceled as he requested.
Consumer Response /* (2000, 19, 2015/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/18) */
We've escalated this case to the Total Support supervisor to investigate this phone session.
Customer was refunded for the TTS services as he requested.
Initial Business Response /* (1000, 5, 2014/08/29) */
Your current case is being reviewed by our refund team and you will be contacted as previously communicated.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Complaint: [redacted]I am rejecting this response because:
Obviously Avast is not noted for having a customer service department which knows how to handle anything more than telling
customers "go here and do this". I DID use the portal and also gave them the ticket # which is again [redacted]. There is nothing
more I can do if there own process is failing them.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/09) */
Unfortunately, we did not find this customer in our support portal.
We refunded customer as he requested.
This case was also escalated to the phone support supervisor.