AVAST Software

Initial Business Response / [redacted] (1000, 7, 2015/07/09) */ Customer contacted us via our support portal on 30th June Our support agent asked customer for more details about the fraud order unfortunately, we did not receive any reply since then We contacted our distributor to investigate this fraud charge and refund the amount Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Number one: This was "NOT" a "RENEWAL" we have never had nor have we ever ordered there product! Number two: We "DID" have contact with them on July 9th, informing them we have contacted our bank, the Revdex.com and will pursue this further if we do not get refunded our moneyThat is when they agreed to a refundThey are trying to put a very good "SPIN" on this to make them look like they did nothing wrongWhen this is understood and we receive our money back, then I will except there response Final Business Response / [redacted] (4000, 12, 2015/07/13) */ We reviewed customer's communication with our retention agent and didn't find any reference to "RENEWAL"Our retention agent asked customer if the email address used in this fraud order is his or if he knows it Customer replied, that he is not aware about it Our retention agent refunded this order before his Revdex.com complaint Based on our distributor's records, money should be refunded back to the account used during the purchase within business days Final Consumer Response / [redacted] (2000, 14, 2015/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have received our money backWe still do not understand how they obtained our banking information so now we must get new bank cards and change all our banking informationNot so happy about that!!!

Initial Business Response / [redacted] (1000, 5, 2015/04/14) */ We were able to locate his email in our support portal We contacted customer with our offer to help him to fix the issue which he has Initial Consumer Rebuttal / [redacted] (2000, 12, 2015/04/30) */ 4-29- Sent via email: Yes, the issue is now resolved, let it be noted that until Revdex.com was involved they were unwilling to even attempt help Thanks, [redacted]

Initial Business Response / [redacted] (1000, 13, 2014/07/18) */ We will have our refund specialists look into this case and contact you directly

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Customer was already refunded for Total Support services as he requested via our support portal Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/01) */ 9-1- Sent via email: [redacted] Hi, thanks for creating the caseMaybe that's the reason that I have heard from the company directly so soonMy return and refund request has been approved for processingBest wishes

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Customer contacted us via our support portal in July/ His Auto-renewal order was already refunded back to his account Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don,t know who's account they refunded to, it wasn't my account I can't contact them because they say my e-mail address doesn't appear in there systemI can't access there system to check were they credit my account Final Consumer Response / [redacted] (2000, 9, 2015/09/18) */ My credit card notified me Avaat credited my account for $on Sept XX XXXXThis closes out this requestThank You for help in resolving this problem of paym't

Initial Business Response / [redacted] (1000, 5, 2014/08/08) */ You refund request will be processed Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the company is inadequatebelow is what they stated: I manually accepted LOD condition for you, please let me know when you receive payment to your account I am explaining below as to why I don't accept this email: I have not received payment and payment which should have been processed on my account in the past few weeksI am not responding to the customers email until I receive paymentThere is no indication of when payment will be processed Final Consumer Response / [redacted] (2000, 10, 2014/08/13) */ Thank you for your assistance my refund has been issued and you may close this caseThanks again Revdex.com I am so thankful for you!!!!!!

Initial Business Response / [redacted] (1000, 5, 2014/02/17) */ 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-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] (2000, 7, 2014/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally been contacted from Avast after Revdex.com got involved.I have been told I would be getting my refund and its being processedToo bad I had to go through the lengths and involve a third party (Revdex.com)I thanks you for your involvement and help with keeping businesses from taking advantage of consumersThanks Revdex.com!

Initial Business Response / [redacted] (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 / [redacted] (1000, 5, 2015/07/03) */ We have found customer's email in our support portal Customer was charged for Auto-Renewal and new order Unfortunately, we cannot initiate refund at this point because customer already disputed these orders Customer should already have payment back at his account otherwise he has to contact his bank for further investigation

Initial Business Response / [redacted] (1000, 5, 2015/09/14) */ Customer contacted us via our support portal on 25th August Her refund request was denied due to the usage of the software for more than monthsOur refund policy allow customers to ask for a refund days after the charge for the software Additionally, our software can be used as a trial for another days Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/10/13) */ I WAS NEVER CONTACTED FROM Revdex.com ABOUT THIS CASEI HAVE ALL OF THE CONVERSATIONS WITH AVAST AND THE GUY THAT I SPOKE WITH BASICALLY SAID THAT HE IS NOT GOING TO GIVE ME MY MONEY BACKi WILL POST Final Business Response / [redacted] (4000, 18, 2015/10/20) */ Customer contacted us via our support portal on 25th August Her refund request was denied due to the usage of the software for more than monthsOur refund policy allow customers to ask for a refund days after the charge for the software Additionally, our software can be used as a trial for another days Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer

Initial Business Response / [redacted] (1000, 5, 2014/05/26) */ We will have a refund specialist contact you as we don't have any recent purchase in our database about a renewal

Initial Business Response / [redacted] (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

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of October 28, we have NOT received the refund from Avast as stated aboveWe received an email today at 9:55AM from Avast stating that they processed the refund request I logged in to my credit card accountThere is NO refund from Avast Final Business Response / [redacted] (4000, 9, 2015/10/30) */ Refund for this customer was processed by our distributor Customer should see it in his bank account during the next week Final Consumer Response / [redacted] (2000, 11, 2015/11/03) */ I received the $credit on my cardThank you for your help in resolving my issue [redacted]

We located customer's contact in our support portal His license was refunded as he requested

Initial Business Response / [redacted] (1000, 5, 2014/05/05) */ Can you please provide a purchase number or email address that can be associated to the billing? [redacted] @tx.rr.com is not in our database, is their another email address you can provide? We await your reply Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Merchant DigitalRiver US Inc [redacted] @digitalriver.com XXX-XXX-XXXX Apr 30, 01:32:PDT Transaction ID: 73SXXXXXXYXXXXXXH DRI*AVAST Software $USD Avast had the email address since thry did charge my accountThat is proof they are lying when they claim they did not have my email address Also, from AVAST site https:// [redacted] .avast.com/Tickets/Ticket/View/XXXXXXX "From: [redacted] mailto:***@avast.com Sent: Friday, May 02, XXXX X:XX AM To: [redacted] @tx.rr.com Subject: #***-XXX-XXXXX: ***-XXX-XXXXX Dear ***, Thank you for contacting avast! softwareI am sorry to hear that you are currently seeking a refund of your avast! purchaseCould you please give me some further details about the problem you are having with the software, or the reason for the refund request, and I will eagerly work with you to attempt to resolve it or initiate refund promptly I look forward to hearing from you Best Regards, [redacted] service department AVAST Software a.s Ticket Details" My response: 1) Posted on: May XXXX XX:XX Thank you for your courteous response Please refund $immediately This is the only acceptable resolution [redacted] L [redacted] Coppell, TX ph XXX XXX XXXX Final Business Response / [redacted] (4000, 11, 2014/05/29) */ Your case has been sent back to Mr [redacted] for him to reply to you directly

Initial Business Response / [redacted] (1000, 5, 2014/02/14) */ 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, 7, 2015/02/13) */ Customer was refunded for our product 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.)

Initial Business Response / [redacted] (1000, 5, 2015/11/19) */ Unfortunately, we did not find any email from this customer in our support portal We contacted customer via our support portal to straighten the whole situation We are awaiting his reply in our support portal Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have spoken with numerous techs and had the matter escalated to a senior tech and still our laptop is not functional We wasted hours of our time, including finances with this companyEach time they referred us to a more experienced tech we got the same results which is a non operating computerWe had access to the internet prior to contacting avast and for over a week we haven't had use of our internet There failed attempts to get our computer up and running in its capacity has left us no other option except to request a total refund of $ Final Business Response / [redacted] (4000, 9, 2015/11/27) */ Customer was refunded for TTS services as he requested

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ Unfortunately, we did not find this customer in our support portal. Customer was refunded as he requested.

Initial Business Response / [redacted] (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-business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) the refund will of course settle the casei will await it's arrival! Much thanks to the Revdex.com!!! they accoplished what I could not!