Initial Business Response /* (1000, 5, 2015/06/11) */
Unfortunately, we did not received any email in our support portal.
We've contacted customer with our offer to help him fix any problems with our product.
Initial Business Response /* (1000, 5, 2015/10/06) */
Unfortunately, we did not receive any refund request in our support portal.
We found out that customer contacted our distributor Digital River about her refund.
Digital River refunded one of her Avast Securelines back to her account...
however another license remained active.
This license was automatically renewed for $10.62.
We canceled this AR and refunded renewal price back to customer.
We contacted our call center providing Total Care services.
Unfortunately, customer does not answer the call or reply to our emails.
We are awaiting his reply via email in our support portal or call to Total Care.
Initial Business Response /* (1000, 5, 2014/07/31) */
Unfortunately as your purchase has already exceeded the 30 day guarantee we would not be able to provide you with the refund request but will be happy to take you off auto-renewal.
Any legal matters please or documentations please...
attach them to this complaint so they can be forwarded to the correct legal department.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested refund well before 30 days and have emails to prove it. This is a complaint for not refunding me in a timely manner, not requesting refund. They can't be this stupid. Will go through attorney general and international police where the email is not in USA. They will not get away with this.
Final Business Response /* (4000, 9, 2014/08/04) */
Unfortunately there isn't anything we can do in that we didn't refund you in a timely manner. I can have a refund specialist contact you regarding any legal matters you would like to take.
Kind Regards
Initial Business Response /* (1000, 5, 2015/01/21) */
Customer was already refunded by his bank as a charge-back.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second part of my complaint...
is that there is not a human being to handle call, complaints from customers.The robotic responses did not satisfy my questions and request. It took them less than 24 hours to bill me for the service I did not receive but weeks before they said they sent the payment to debit my Visa card with my bank.
[redacted]
Entirely Negative Review because like another reviewer-the same story with no being able to turn off the auto subscription! I got struck with using their VPN, which is not very good. Emailed them about my sending out spam, which I am not. Still have not heard from them. I AM HEARING-IMPAIRED so e mail is the best way for me to contact them.
Initial Business Response /* (1000, 5, 2015/03/12) */
We've refunded his order as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm glad to be getting...
my money refunded, I'm still upset that I tried on several occasions to stop the automatic enrollment and was given the run-a-round, and after they withdrew the money from my account, I was still given the run-a-round. If I hadn't filed with the Revdex.com I don't think I would have ever been given a refund. I would stongly advise others to rethink purchasing any software from this company. I've found them to be unethical and I would NEVER get involved with them again.
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded for TTS services as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/09/17) */
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, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is almost the same response that I've gotten from Avast when asking for a refund before. When I get this response, they still do not contact me within a reasonable amount of time. I believe they are just hoping I will get tired of waiting for that response and give up. I can't afford to do that. Thank you for your intervention in this matter. Maybe they will actually respond this time.
Final Business Response /* (4000, 9, 2014/09/22) */
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, 11, 2014/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded my money. Thank you so much for your help. I don't believe this would have happened, had it not been for your influence. Resp. [redacted] R. [redacted]
Initial Business Response /* (1000, 13, 2014/07/15) */
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 Business Response /* (1000, 5, 2015/12/21) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They Finally got back to me...
after I submitted this complaint.
They state on the support page that they will respond within 24 hrs. Better late than never I guess, they did resolve the issue.
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 5, 2015/03/24) */
Customer contacted us via our support portal.
He was charged for a year subscription based on the Auto-Renewal in his trial subscription.
We refunded his order as he requested.
Initial Consumer Rebuttal /* (2000, 7,...
2015/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this prompt response, and about refunding my money; but, I will reserved my legal rights under New York State laws to required my money back if needed, within the 15 days...
Thanks
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not receive any refund request in our support portal.
Customer was refunded as you requested.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
The business completed my refund request.
Biggest complaint is a total lack of service, and questionable billing practice. I subscribed to Avast Premium a year ago. It automatically set me to auto-renew, and I quickly went in and changed it to NOT auto-renew.
They have since changed the website so that the option to not auto-renew is not there anymore. I received a bill from them last week telling me that my subscription was expiring, and if I wanted to renew early, I could. It said nothing about auto-renew, and I do not want to renew. So I started the task of trying to verify that they won't auto-renew me, because I've seen enough complaints about people getting auto-renewed against their wishes.
There is now no place on the website to turn on or off auto-renew, or to change it, or even to see the status. I sent an email responding to the address that sent me the notice about renewing early. I received an auto-response email in 14 different languages telling me to call the toll-free number.
I called the toll-free number, and a guy told me I had to go to the website. I told him there is no place on the website to do this, and he told me to submit a ticket. I told him that there were no options for billing / account support there -- just options for help with the product. He said "it doesn't matter, just pick anyone." Which I did.
More than twenty-four hours later, there is no update to that ticket. I went to their [redacted] page, and messaged them (their page says they are "very responsive to messaging"). Again, I got an auto-answer telling me to go to the website. I posted on the page, and my comment was deleted by the business. I posted a response to several other people posting problems, and I detailed exactly what had occurred, and the business deleted my comments. They even deleted my comment to someone else who is complaining that he can't cancel auto-renew. It was only today (just a few moments ago) that someone on the [redacted] page FINALLY addressed my problem via a comment from someone else who is having problems.
They clearly are trying to avoid dealing with any questions of billing / renewal. It should NOT be this difficult, and they should NOT try to avoid or deflect questions about billing. I have not filed a complaint because I have not yet been billed (and hopefully I will not now) -- but I can say with 100% certainty that I would never recommend this company, just on the basis of how difficult it is to deal with them.
Initial Business Response /* (1000, 5, 2015/02/20) */
We've thoroughly examined our database and did not locate any order from this customer.
We never receive any email/refund request from this customer.
We contacted him via our support portal to identify her charge and solve it.
Initial Business Response /* (1000, 5, 2015/06/16) */
Unfortunately, we did not receive any email in our support portal.
We strongly disagree with customer's expression about fraudulent charge to his card.
His subscription was renewed because his previous order had Auto-Renewal option...
active.
Customer received two emails which informed him about upcoming renewal. These emails contains manual how to cancel Auto-Renewal before the charge.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
6-27-15
Sent via email:
Thank you so much for your assistance in this matter. I did hear back from AVAST. They are still insisting I ordered their product (which I NEVER did). However, they stated they will refund the $49.99. I will try to attach the copy of their e-mail to this. I definitely do not trust this company. Can't remember if I had mentioned that when I was initially trying to contact the company I called ID Theft Prevention Services at XXX-XXX-XXXX was told they had cut their relationship with AVAST.
I do hope others do not experience this problem.
Thank you,
[redacted] M. [redacted]
I could not figure out how to attach the e-mails so am doing a copy/paste
Avast - Refund Confirmation (Order #XXXXXXXXXXX) Shopping
[redacted]@digitalriver.com Dear [redacted], We would like to inform you that a refund has been processed for the following order: REFUND DETAILS Order ID: XXXXXXXXXXX Amount: $49.99 If you have questions about your order, p
To
[redacted]@yahoo.com
Jun 19
Dear [redacted],
We would like to inform you that a refund has been processed for the following order:
REFUND DETAILS
Order ID:
XXXXXXXXXXX
Amount:
$49.99
If you have questions about your order, please visit: www.findmyorder.com
We are here to help you
avast.com/support
Best regards,
Avast Software Customer Service
avast.com/support
Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.
Unfortunately, we did not receive any refund request in our support portal.Cusotmer'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.His renewal order was refunded as he requested.
Initial Business Response /* (1000, 7, 2014/08/18) */
We will have our internal refund team contact you regarding your claim and thank you in advance for your patience.
Initial Consumer Rebuttal /* (2000, 9, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from...
the business.)
Company refunded majority of claims. Only one item for $32.20 it outstanding. I am for the most part content with the outcome. Avast employee [redacted] was extremely helpful and was mostly responsible for the resolution of this matter. Their complaint team on the other hand were not helpful and had refused to be of assistance.
I believe that the actions of the Revdex.com, [redacted] & my credit card company made this outcome possible. Thanks to all.
Initial Business Response /* (1000, 8, 2014/04/09) */
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
Complaint: [redacted]I am rejecting this response because:Avast customer service responded in email to me saying I purchased the product thru Amazon. that is not true....
I have an account with Avast because I have used their products for years. I called thru their website. Now they want to push it off on someone elseSincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/06/11) */
Unfortunately, we did not received any email in our support portal.
We've contacted customer with our offer to help him fix any problems with our product.
Initial Business Response /* (1000, 5, 2015/10/06) */
Unfortunately, we did not receive any refund request in our support portal.
We found out that customer contacted our distributor Digital River about her refund.
Digital River refunded one of her Avast Securelines back to her account...
however another license remained active.
This license was automatically renewed for $10.62.
We canceled this AR and refunded renewal price back to customer.
We contacted our call center providing Total Care services.
Unfortunately, customer does not answer the call or reply to our emails.
We are awaiting his reply via email in our support portal or call to Total Care.
Initial Business Response /* (1000, 5, 2014/07/31) */
Unfortunately as your purchase has already exceeded the 30 day guarantee we would not be able to provide you with the refund request but will be happy to take you off auto-renewal.
Any legal matters please or documentations please...
attach them to this complaint so they can be forwarded to the correct legal department.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested refund well before 30 days and have emails to prove it. This is a complaint for not refunding me in a timely manner, not requesting refund. They can't be this stupid. Will go through attorney general and international police where the email is not in USA. They will not get away with this.
Final Business Response /* (4000, 9, 2014/08/04) */
Unfortunately there isn't anything we can do in that we didn't refund you in a timely manner. I can have a refund specialist contact you regarding any legal matters you would like to take.
Kind Regards
Initial Business Response /* (1000, 5, 2015/01/21) */
Customer was already refunded by his bank as a charge-back.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The second part of my complaint...
is that there is not a human being to handle call, complaints from customers.The robotic responses did not satisfy my questions and request. It took them less than 24 hours to bill me for the service I did not receive but weeks before they said they sent the payment to debit my Visa card with my bank.
[redacted]
Entirely Negative Review because like another reviewer-the same story with no being able to turn off the auto subscription! I got struck with using their VPN, which is not very good. Emailed them about my sending out spam, which I am not. Still have not heard from them. I AM HEARING-IMPAIRED so e mail is the best way for me to contact them.
Initial Business Response /* (1000, 5, 2015/03/12) */
We've refunded his order as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I'm glad to be getting...
my money refunded, I'm still upset that I tried on several occasions to stop the automatic enrollment and was given the run-a-round, and after they withdrew the money from my account, I was still given the run-a-round. If I hadn't filed with the Revdex.com I don't think I would have ever been given a refund. I would stongly advise others to rethink purchasing any software from this company. I've found them to be unethical and I would NEVER get involved with them again.
Initial Business Response /* (1000, 5, 2015/02/24) */
Customer was refunded for TTS services as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/09/17) */
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, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is almost the same response that I've gotten from Avast when asking for a refund before. When I get this response, they still do not contact me within a reasonable amount of time. I believe they are just hoping I will get tired of waiting for that response and give up. I can't afford to do that. Thank you for your intervention in this matter. Maybe they will actually respond this time.
Final Business Response /* (4000, 9, 2014/09/22) */
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, 11, 2014/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally refunded my money. Thank you so much for your help. I don't believe this would have happened, had it not been for your influence. Resp. [redacted] R. [redacted]
Initial Business Response /* (1000, 13, 2014/07/15) */
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 Business Response /* (1000, 5, 2015/12/21) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They Finally got back to me...
after I submitted this complaint.
They state on the support page that they will respond within 24 hrs. Better late than never I guess, they did resolve the issue.
Complaint Response Date bumped because: Holiday
Initial Business Response /* (1000, 5, 2015/03/24) */
Customer contacted us via our support portal.
He was charged for a year subscription based on the Auto-Renewal in his trial subscription.
We refunded his order as he requested.
Initial Consumer Rebuttal /* (2000, 7,...
2015/03/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this prompt response, and about refunding my money; but, I will reserved my legal rights under New York State laws to required my money back if needed, within the 15 days...
Thanks
Initial Business Response /* (1000, 5, 2016/01/15) */
Unfortunately, we did not receive any refund request in our support portal.
Customer was refunded as you requested.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the...
business.)
The business completed my refund request.
Biggest complaint is a total lack of service, and questionable billing practice. I subscribed to Avast Premium a year ago. It automatically set me to auto-renew, and I quickly went in and changed it to NOT auto-renew.
They have since changed the website so that the option to not auto-renew is not there anymore. I received a bill from them last week telling me that my subscription was expiring, and if I wanted to renew early, I could. It said nothing about auto-renew, and I do not want to renew. So I started the task of trying to verify that they won't auto-renew me, because I've seen enough complaints about people getting auto-renewed against their wishes.
There is now no place on the website to turn on or off auto-renew, or to change it, or even to see the status. I sent an email responding to the address that sent me the notice about renewing early. I received an auto-response email in 14 different languages telling me to call the toll-free number.
I called the toll-free number, and a guy told me I had to go to the website. I told him there is no place on the website to do this, and he told me to submit a ticket. I told him that there were no options for billing / account support there -- just options for help with the product. He said "it doesn't matter, just pick anyone." Which I did.
More than twenty-four hours later, there is no update to that ticket. I went to their [redacted] page, and messaged them (their page says they are "very responsive to messaging"). Again, I got an auto-answer telling me to go to the website. I posted on the page, and my comment was deleted by the business. I posted a response to several other people posting problems, and I detailed exactly what had occurred, and the business deleted my comments. They even deleted my comment to someone else who is complaining that he can't cancel auto-renew. It was only today (just a few moments ago) that someone on the [redacted] page FINALLY addressed my problem via a comment from someone else who is having problems.
They clearly are trying to avoid dealing with any questions of billing / renewal. It should NOT be this difficult, and they should NOT try to avoid or deflect questions about billing. I have not filed a complaint because I have not yet been billed (and hopefully I will not now) -- but I can say with 100% certainty that I would never recommend this company, just on the basis of how difficult it is to deal with them.
Initial Business Response /* (1000, 5, 2015/02/20) */
We've thoroughly examined our database and did not locate any order from this customer.
We never receive any email/refund request from this customer.
We contacted him via our support portal to identify her charge and solve it.
Initial Business Response /* (1000, 5, 2015/06/16) */
Unfortunately, we did not receive any email in our support portal.
We strongly disagree with customer's expression about fraudulent charge to his card.
His subscription was renewed because his previous order had Auto-Renewal option...
active.
Customer received two emails which informed him about upcoming renewal. These emails contains manual how to cancel Auto-Renewal before the charge.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/29) */
6-27-15
Sent via email:
Thank you so much for your assistance in this matter. I did hear back from AVAST. They are still insisting I ordered their product (which I NEVER did). However, they stated they will refund the $49.99. I will try to attach the copy of their e-mail to this. I definitely do not trust this company. Can't remember if I had mentioned that when I was initially trying to contact the company I called ID Theft Prevention Services at XXX-XXX-XXXX was told they had cut their relationship with AVAST.
I do hope others do not experience this problem.
Thank you,
[redacted] M. [redacted]
I could not figure out how to attach the e-mails so am doing a copy/paste
Avast - Refund Confirmation (Order #XXXXXXXXXXX) Shopping
[redacted]@digitalriver.com Dear [redacted], We would like to inform you that a refund has been processed for the following order: REFUND DETAILS Order ID: XXXXXXXXXXX Amount: $49.99 If you have questions about your order, p
To
[redacted]@yahoo.com
Jun 19
Dear [redacted],
We would like to inform you that a refund has been processed for the following order:
REFUND DETAILS
Order ID:
XXXXXXXXXXX
Amount:
$49.99
If you have questions about your order, please visit: www.findmyorder.com
We are here to help you
avast.com/support
Best regards,
Avast Software Customer Service
avast.com/support
Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message.
AVAST Software, Inc. [redacted]
Unfortunately, we did not receive any refund request in our support portal.Cusotmer'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.His renewal order was refunded as he requested.
Initial Business Response /* (1000, 7, 2014/08/18) */
We will have our internal refund team contact you regarding your claim and thank you in advance for your patience.
Initial Consumer Rebuttal /* (2000, 9, 2014/08/20) */
(The consumer indicated he/she ACCEPTED the response from...
the business.)
Company refunded majority of claims. Only one item for $32.20 it outstanding. I am for the most part content with the outcome. Avast employee [redacted] was extremely helpful and was mostly responsible for the resolution of this matter. Their complaint team on the other hand were not helpful and had refused to be of assistance.
I believe that the actions of the Revdex.com, [redacted] & my credit card company made this outcome possible. Thanks to all.
Initial Business Response /* (1000, 8, 2014/04/09) */
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
Complaint: [redacted]I am rejecting this response because:Avast customer service responded in email to me saying I purchased the product thru Amazon. that is not true....
I have an account with Avast because I have used their products for years. I called thru their website. Now they want to push it off on someone elseSincerely,[redacted]