AVAST Software

Initial Business Response / [redacted] (1000, 7, 2015/01/26) */ Customer was already refunded as he requested in our ticketing system

Initial Business Response / [redacted] (1000, 5, 2015/09/04) */ Customer contacted us via our support portal Thank you for contacting AVAST softwareI 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 $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 / [redacted] (2000, 7, 2015/09/04) */ 9-4- 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

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 (& days) before the renewalThese 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 / [redacted] (1000, 5, 2015/03/12) */ Customer was refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged $on Feb I requested refund for this entire invoiceI have removed all Avast software from on my computerA certification of destruction was submitted on Mar A partial refund of $unacceptable, and it has not yet to post to my credit cardNo correspondence has been received that my account ID & PW are removed from their system Do not close my complaint, they have yet to satisfy even of my resolution requests Final Business Response / [redacted] (4000, 9, 2015/03/19) */ Customer will receive his refund in two payments $+ $Customer purchased two products: Grimefighter and EasyPass We've checked status of his refund and all terms & conditions for refund were accepted so he should receive his money within next business days We informed customer about above via our support portal as well

Business Response / [redacted] (-10, 15, 2015/01/30) */ Auto-Renewal was canceled for this customer His account was canceled as he requested Consumer Response / [redacted] (2000, 19, 2015/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/03/28) */ 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 to discuss a refund Typically refunds take about 5-business days to receiveA 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will wait until they contact me before I consider this matter resolved Final Business Response / [redacted] (4000, 9, 2014/04/02) */ 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 to discuss a refund Typically refunds take about 5-business days to receiveA 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 / [redacted] (4200, 27, 2015/02/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They promised to fix my computer, and their installed product made things worseThen they remove the offending product and still charged me the $service contract fee along with the $product feeOf course they refunded the $19.99, how could they not? But they should refund the $because their service screwed up my computerOr don't they stand behind their work?

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Unfortunately, we did not find any email in our support portal from this customer We found multiple orders for same product for this customer so we contacted him to straighten the whole situation and keep only licenses, he actually needs

Initial Business Response / [redacted] (1000, 5, 2016/01/28) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the refund from the company, but would only ask that they review their communication with users to make the process clearerThere is still the issue of going to the credit card company to receive a credit card number, bypassing [redacted] customerThis may be legal, but I would argue that it's a poor business practice because it erodes trust - something crucial for a software security company

Initial Business Response / [redacted] (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 / [redacted] (1000, 5, 2014/04/10) */ 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 to discuss a refund Typically refunds take about 5-business days to receiveA 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/14) */ Why will it take days? Final Business Response / [redacted] (4000, 9, 2014/04/16) */ I'm not sure but this is typically the time it takes for refunds to be processed Final Consumer Response / [redacted] (2000, 11, 2014/04/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am completely satisfied with the way Revdex.com handled my caseThe last email I received from the company I am complaining about,told me my refund will take up to a maximum of business days, that was business days ago on April 11thA rebuttal was issued on why it would take daysI haven't heard anything from the company as of yetI am hesitant on closing the case just in case the company does not give me my refundI do understand, however, that if they do not give me a refund I can always open another case through Revdex.comI just hope I will get my refund in the next few business dayThank you Revdex.com for helping meI appreciate it very much Consumer Response / [redacted] (3000, 15, 2014/05/05) */ Company did not honor refund like they said they were going to do I would like to re-open my case against this companyMy case # was XXXXXXXXThis is a copy of the email they sent me April 11th before I closed the case; Nuno Rodrigo Sousa Pereira Apr to me Dear [redacted] , Thank you for your message As per your request, please accept this email as confirmation of your refund being approved for processingWe have now notified our online shop of the refund and they will arrange this transaction and notify you in due course Please note that the refund process can take up to a maximum of business days Best Regards, [redacted] Customer Service Department Ticket Details Ticket ID: XET-XXX-XXXXX Department: [redacted] Service (Refunds) Type: Communication Status: On Hold Priority: High [redacted] Center: https:// [redacted] .avast.com/index.php? This is what I sent to them days ago; herry [redacted] Apr (days ago) to ccare REMINDER: As per your email on April 11th, my refund will take maximum business daysThe 15th business will be in more days on Friday May 2nd and I have not yet got my refundPlease send my refundThank you I would like for them to honor their wordI was hesitant on closing the case last time because I was worried they weren't going to honor itI will not accept waiting in longerThank you very much Revdex.com Business Response / [redacted] (4000, 17, 2014/05/06) */ Thank you for this information, I will have our refund team send the refund as soon as possible Consumer Response / [redacted] (4200, 19, 2014/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not close the case this time until I have a refund in my accountAs soon as the refund is in my account I will close the case Consumer Response / [redacted] (2000, 21, 2014/05/08) */ I have finally received my refund in the bankI would like to close this caseThank you

Initial Business Response / [redacted] (1000, 7, 2015/02/13) */ Customer was already refunded as he requested via our support portal Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They indeed did refund my money - on the last day of the complaint, so it wasn't "already refunded"But that's quibbling, I got my money back, thanks Revdex.com!

Customer was already refunded for his Avast Cleanup license in December/ He is now running another Avast Cleanup which is free, complimentary license from Avast We contacted customer about this via our support portal

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Unfortunately, we did not find this customer in our support portal We refunded customer as he requested Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that Avast refunded me the $fee for the Grimefighter antivirus programHowever my pc has not worked properly since I downloaded their Grimefighter programMy pc won't connect to the Internet, and there is a strange noise that comes on for a min or two whenever I start the computerAlso, when after I start the computer it comes up with pop ups saying several different programs are disabled I want Avast to get my computer restored to how it was before I downloaded GrimefighterI want a tech to call me, and if they can't fix it over the phone I want Avast to pay to have a service tech restore my computer Thank you, [redacted] Final Business Response / [redacted] (4000, 9, 2015/05/14) */ Customer contacted us today as a reaction to our recommendation with system restore His reply was that he already did system restore immediately after using GrimeFighter In this case all actions done by GrimeFighter were completely reversedGrimeFighter is a software product and cannot cause "strange noise" We recommended to customer to use his antivirus and check his computer for possible threats and defragment his hdd Final Consumer Response / [redacted] (4200, 11, 2015/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Avast says their Grimefighter program can't cause any problems with my pc, and I am wrongI just Googled "Avast Grimefighter problems." There are several complaints on online forums from innocent consumers like me that downloaded Grimefighter, and now their pc won't workThis man posted a video and it got 6,views telling a terrible story about Grinefighter, and his story is exactly the same as mine! He downloaded Grimefighter and it "broke his computer" and he said "my internet doesn't work nowHere is the link to his video: https://m.youtube.com/ [redacted] I tried the things Avast has suggested: I ran the Windows restoration program, but Avast Grimefighter did something bad to my computer and it can't be fixed by a simple restoration programAlso the other programs Avast suggested won't run because my pc is so damaged by Grimefighter now, that the disk defragmentation program won't even workI bet it would have worked before Avast Grimefighter broke my computerPlease put some pressure on Avast to pay for a technician to fix my computer to how it was prior to downloading GrimefighterThank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ 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 / [redacted] (1000, 5, 2015/01/21) */ Ms [redacted] claims that she was charged for our product however we did not receive any proof of purchase which will confirm her claim We were in communication with her however we didn't receive any Proof of purchases and replies anymore Initial Consumer Rebuttal / [redacted] (4200, 9, 2015/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did send photos of my bank statements and report segments from my fraud report several timesEach time I was brushed off and told I had the wrong company or that I needed to b provide more proof Then I was told I needed to contact them via their new website which I tried about times and each time the email would get kicked back I was also told it was now handled by digital riverWhen I tried texting them I got half of a message which cut off I will forward more of my emails again and attempt to re gather the evidence again

Initial Business Response / [redacted] (1000, 5, 2014/02/19) */ 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 / [redacted] (3000, 7, 2014/02/21) */ 02-21- MS [redacted] As a reply to phone contact from avast from XX-they once again are saying the will resubmit the refund .This will be the third time i,ve be assured of this .Hopefully the third times the charmThank you for your trouble [redacted] -claim [redacted] Final Business Response / [redacted] (4000, 32, 2015/02/10) */ Customer placed order in dispute In this case our distributor cannot initiate refund standard way Customer should already have payment back at his account otherwise he has to contact his bank for further investigation Final Consumer Response / [redacted] (4200, 34, 2015/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whatever this means? In this case our distributor cannot initiate refund standard way.(won,t be getting my new debt card number that,s for sure)cut a check Same line just more time ,The bank has investigated several time and found the party to be untruthful.thank you r[redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/15) */ Unfortunately, we did not receive any refund request in our support portal Customer already disputed his chargeCharge-back was already processed Initial Consumer Rebuttal / [redacted] (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 issuedThe Avast phone or website has no options to cancel, and they manipulate to get people to sign upI was only able to get a refund by going through my credit card company to dispute the chargeAvast operates unethicallyI will pass [redacted] to everyone I can, including social media, that people should not use Avast

Initial Business Response / [redacted] (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 / [redacted] (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 (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 / [redacted] (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 / [redacted] (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 / [redacted] (1000, 7, 2016/02/03) */ Customer contacted us via our support portal Unfortunately we had to decline her refund request due to following factors: Based on our records, this order was standard web order, no Auto-RenewalCredentials of this order are same as customer's (including email address) Customer contacted us months from date of purchase We offer 30-days refund guarantee for all orders Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have documentation for the cancellation in timeThey try to help meI said I want a refund cause I don't want this softwareIt has not been installedStill sitting in QUE since 10/25/All I used was the trial for less than days according to them then full installation is required and will be charged well I cancelled prior to that cause they said I've already had MacAfee and the manufacturing of my desktop security software installed on the PC already don't need cause it will cause to conflict and malfunctionI told them verbally and email and text want it cancelledI deserve my refund ASAPThey can check their records stating that I've cancelled in timeI saved all my email I transfer to them to resolve this issue Final Business Response / [redacted] (4000, 12, 2016/02/08) */ Unfortunately, we cannot refund this order for the same reason as we mentioned before First refund request created in our support portal was created on 15th December We have no record about any other contact to us