AVAST Software

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Unfortunately, customer did not contacted us via our support portal We informed customer that his TTS subscription is still valid until December/and he can use the service He has no other valid subscriptions Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted there phone rep and they did not tell me that my subscription was valid until December in fact they said it had expired and referred me to a second number who referred me to their portalgoing to the portal I could not find anywhere to file a complaintI was unable to access there security program on my computer It continued to tell me my subscription had expiredsince I was unable to use their program I purchased a different oneI would like a refund for the unused portion Final Business Response / [redacted] (4000, 18, 2015/10/20) */ Customer purchased our Total Support service in December/ Due to our refund policy we cannot refund this order Customer could take advantage of our 30-days refund guarantee Unfortunately, we cannot refund it after more than months Final Consumer Response / [redacted] (4200, 20, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed this complaint in July and only wanted credit for the unused portion (approxmonths worth)If this is how they do business they can keep their refund...I will be sure to NOT to recommend them to anyone

Initial Business Response / [redacted] (1000, 5, 2015/04/16) */ We escalated your case to TTS supervisorWe can confirm that customer's subscription of TTS services is valid till April 16th Customer will receive a call from our supervisor to service his computer as he requested yesterday We informed customer about it in our support portal

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ Unfortunately, we did not find any request in our support portal from this customer We contacted customer that recent auto-renewal order was refunded and AR was canceled for customer's account

Initial Business Response / [redacted] (1000, 5, 2014/09/09) */ Hello ***, We do apologize for any inconvenience thus far and will have one of our internal refund specialist review your request for refund They should be in touch in the next few days Kind Regards Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would appreciate your prompt response in rectifying our business transaction issue and will expect a satisfactory resolution from you soon Thank you [redacted] Final Business Response / [redacted] (4000, 9, 2014/09/12) */ Hello ***, Thank you for submitting your request through the Revdex.com portalAn internal avast! refund specialist will be in contact with you shortly regarding your request for refund of both purchases Kind Regards Final Consumer Response / [redacted] (4200, 11, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been notified by the company that a full refund has been authorized and that I will be refunded within daysI am pleased with this decision but do not wish to conclude my complaint until my credit card charge to Avast! Total Support is credited back to me Thank you

Customer contacted us via our support portal Her Auto-Renewal charge was already refunded as she requested

Customer received a phone number to call the service via our support portal We are awaiting his call whenever he needs a help

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Customer contacted us via our support portal on June/(months from the purchase date) with his refund request This refund request was declined due to our 30-days refund guarantee We are more than to provide customer any help during the remaining validation of his license Auto-Renewal for his order was already canceled Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not even close to being satisfactoryI will accept nothing less than a full refund for every dollar I paid AvastThe company is incompetent as well as dishonestThis morning I received an email from them in Russian about renewing! If I don't receive a check (I've cancelled my credit card because I don't trust that they won't still automatically renew) I will take this matter to the appropriate governmental agencies as well as media consumer watchdogsThese kind of business practices need to be punished and exposedThey're getting off easyI should also ask for reimbursement for the computer that I had to replace because of their worthless "protection." Final Business Response / [redacted] (4000, 9, 2015/08/23) */ All Avast programs can be used days for free as a trial, and additionally we offer a days money back guarantee from the date of purchaseCustomer never contacted us in this extended period (days) with his refund request or any other support request Our support offer to customer help with any Avast related issues he may has Unfortunately, due to the refund policy which customer agreed in our EULA during the purchase process - this order cannot be refunded Final Consumer Response / [redacted] (4200, 11, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Before I purchased Avast's alleged protection, I had just had my computer checked out at a local storeAfter I had submitted my credit card info, I tried to install AvastI couldn't do it and called the companyThey claimed my computer was in disrepair and they would have to install it remotely for an additional chargeAfter a few months, allegedly under Avast protection, my computer was infected and had to be replacedI contacted the company and asked for a refundThe representative send me online instructions to do so which turned out to be impossibleNo mention was made of any day refund deadlineThese are the kind of questionable business practices which I will present to both governmental and media agencies if I'm not given a full refund by check

Complaint: [redacted] I am rejecting this response because: These people called me three times using a RESTRICTED telephone numberI do not respond to restricted phone numbers They then sent me an email with a real phone number to call and I did It seems that they arbitrarily cancelled the contract I had paid for because they stopped using independent people to help with technical problems They never notified me or anyone else about the change I now have a new phone number and contact designation so that it is possible to actually call and speak to a tech support person There description of the attempt to call me is typical of the way Avast treats it customers On a scale of to I would rate them at a particularly since the people who you get to talk to when you call are not very good at speaking English.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ Unfortunately, we did not find any email in our support portal from this customer We checked our distributor database and found only one charge for Avast Cleanup We contacted customer with a request for proof of charge to investigate this case with our distributor We are awaiting customer reply in our support portal Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/30) */ I received your email today and wanted to inform you that I in fact did respond to Avast and the response is shown below along with their original email to me Unfortunately, we did not find any email in our support portal from this customer We checked our distributor database and found only one charge for Avast Cleanup We contacted customer with a request for proof of charge to investigate this case with our distributor We are awaiting customer reply in our support portal As you can see from their initial contact some of the things they stated in their response to you are in error!I did respond no request for proof was madeand I did tell them that I would send proofPlease forward my already sent response a copy of my proof susan [redacted] , thank you for becoming an Avast customer Here is a summary of your order, plus the installation instructions and several links you might find useful Order Information Billing Address Order ID: XXXXXXXXXXX Order Date: September 24, Invoice: Available at our Order Portal Password: [redacted] will need the password [redacted] logging into anOrder Portal to check details of your order Name: susan [redacted] Address: [redacted] XXXXX US Email: [redacted] @comcast.net Products in Your Order Product SKU: GMF-XX-XXX- Product Name: Avast Cleanup - PC, Year Qty Ordered: Amount: $ Subtotal: $ Discount: -$ Tax: $ Total Price: $ Payment Information If you paid by credit card, please look for DRI*AVAST Software on your credit card billing statement Installation Instructions Avast Cleanup Follow the instructions to insert the activation code Activation code: [redacted] NOTE: Your license is valid from the day of purchase not the day of activation ________________________________________ Do you need help with installation? Call us 1-866-951-(toll-free from US)We are happy to help you with any technical issue Auto-Renewal Plan Terms By completing your purchase, you have authorized Digital River to automatically renew your purchased license for successive renewal terms equal in length to your initial license term but no longer than year, at the then-current renewal license price (plus applicable taxes) using your payment information provided for your initial purchase, until you cancel At least one email will be sent to you to remind you of each upcoming renewalThe Digital River Terms of Sale and Privacy Policy will apply to each renewal transactionYou also agree that Digital River may, upon notice to you, transfer your responsibility for the processing of renewals of your purchased license under the Auto-Renewal Plan to Avast Software a.s("Avast"), in which case Digital River will transfer your billing information to Avast or their payment processor, and Avast's terms of sale and privacy policy provided to you in Avast's reminder email will apply to each renewal transaction You may cancel your auto-renewal plan at any time by logging into the My Subscriptions portal (access information are included in this email or on the Customer Service Help page), selecting your product, and selecting the option to disable automatic renewal Stay in touch Visit our Support Center to get instant help Join our community on Facebook Follow Avast on Twitter Read our blog for interesting news See all Avast contacts Best regards, Avast Software Customer Service avast.com/support Final Business Response / [redacted] (4000, 14, 2015/11/06) */ Customer's license is valid until We informed customer to reactivate his Cleanup with sent activation code Final Consumer Response / [redacted] (2000, 16, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to thank the Revdex.com for its assistant in obtaining the result provided by AVASTThough not perfect it is much better than I would have received on my own

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (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 hrsBetter late than never I guess, they did resolve the issue Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (1000, 5, 2014/08/08) */ We do apologize for the double payment and will be refunding the 2nd purchase Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Business Response / [redacted] (-10, 13, 2015/01/30) */ Customer was already refunded for additional charges We were able to locate all payments and our distributor fixed his mistake Consumer Response / [redacted] (2000, 17, 2015/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 16, 2015/01/12) */ 1-12- Sent via email: Dear [redacted] , Thank you for your response and all details provided Regrettably, according to our refund policy I can not issue a refund for the order which was placed on 07/06/if the first request for refund was placed on 11/24/ All Avast programs can be used days for free as a trial, and additionally we offer a days money back guarantee from the date of purchase That said, we are happy, of course, to offer support and assistance for any Avast issue for the duration of the license Best regards, [redacted] Customer service department AVAST Software s.r.o Ticket Details ________________________________________ Ticket ID: ZCC-XXX-XXXXX Department: .Refunds Type: Issue Status: On Hold Priority: High You can check the status of or update this ticket online at: https://support.avast.com/index.php?/Default_remove/Tickets/Ticket/View/ZCC-XXX-...⇄ Avast Customer & Technical SupportAvast Customer & Technical Support is a web-based Portal that serves as a secure communication link between you and AVAST Software s.r.o When you log in to the Portal with your secure user name and password, you will be able to see and reply to all your tickets Support Center: https://support.avast.com/index.php?/Default_remove If you don't know your password, use the Lost password link in the Log in screenThis will take you to another page where you will be asked to provide your email addressWe'll send a link to your email address to reset your password ________________________________________

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 renewalThese emails informs about upcoming renewal event together with a description how to cancel this renewal feature.We contacted customer from our support portal to explain her this situation

Initial Business Response / [redacted] (1000, 5, 2015/05/26) */ Our agent offered customer to merge his licenses with an extension to the subscription validity Customer declined this offer and his licenses were refunded as he requested Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/26) */ 5-23- Sent via email: Thank you for your helpIt appears Avast is processing my refund now Sincerely, [redacted] , Assistant Project Manager/Groundskeeper NAM, LLC

Initial Business Response / [redacted] (1000, 5, 2015/06/11) */ Customer already contacted us via our support portal Due to his description of the problem of not released appWe cleared the rating for their app

Initial Business Response / [redacted] (1000, 6, 2016/01/28) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Avast has agreed to refund $to me, but has disconnected my secure lineRemember, I paid for two, installed one, they disconnected one, I need the secure line installed, or, receive another refund of $moreI don't want the additional refund, I DO WANT the secure line installedI have contacted [redacted] in Customer Service and asked him to intervene, but have not received a response as yetI will forward my correspondence with him to you on a separate e mail so you are up to date [redacted] Final Business Response / [redacted] (4000, 11, 2016/02/03) */ We sent licence file to customer via our support portal as he requested Final Consumer Response / [redacted] (2000, 13, 2016/02/11) */ Good morning, ***; I am pleased to report that my complaint has been resolvedTwo days ago I received instructions how to install the missing license and I now have the secure line installed and workingI checked my master card account and saw that the $has been refunded as of the 29th of January, so after more than a month, it is finally all okay, but I am convinced it was your involvement that brought it about and I am thankful for that Sincerely, [redacted]

Initial Business Response / [redacted] (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 / [redacted] (3000, 7, 2014/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a responseIt 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 $ 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 / [redacted] (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 / [redacted] (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, is the same message you received on May 26, 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 itI'm sure you agree Thank you again for your time and effort [redacted] Consumer Response / [redacted] (2000, 19, 2014/07/08) */ This case was RESOLVEDI 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 / [redacted] (1000, 5, 2015/12/21) */ Customer was already refunded as he requested in our support portal Initial Consumer Rebuttal / [redacted] (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 hrsBetter late than never I guess, they did resolve the issue Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (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