AVG Technologies

Initial Business Response / [redacted] (1000, 8, 2014/08/15) */ Dear Ms [redacted] , I am sorry to hear of you getting a virus and thank you for bringing the case to our attention I have consulted with our technical support team who are aware of your case and are working on a resolutionThe continual restarts are unfortunately a result of a virus that is on your machineAlthough it may have appeared to you that the source of the reboots was the tool you ran, I am certain that the two events are actually unrelated and purely coincidental The only way we can solve your problem is by disrupting the reboot and, in essence of time, I would like to propose that one of senior technicians contacts you by phone to help you with thisPlease send an email to me at [redacted] @avg.com with your phone number and a suitable day and time to call you so that I can arrange things with our tyechnicianPlease also bare in mind that our technicians are located in Europe and standard hours of opperation are 8:00am - 17:00pm CET (1:00am - 10:00am CDT)We can extend this to 13:00pm CDT if necessary Again, I am truly sorry to hear that you have a virus but am confident we will be able to get this issue solved Kind regards, [redacted] AVG Customer Care Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was not coincidental, computer was working before I ran that virus remover and not working immediately afterwardI have contacted the above email address with my phone # but I don't think I should have to stay up past AM to take their call Final Consumer Response / [redacted] (3000, 13, 2014/09/02) */ they called at AM but I missed the call, I was away from the phonethen they called again a little after AM but I had to get ready for work at that timeWe set up another call for 10AM today, did not receive a callI emailed them and was asked to set up another time at 9AM tomorrowThis problem is not yet resolved Final Business Response / [redacted] (4000, 15, 2014/09/05) */ We have solved the customer's restart issue, manually removed the virus from her PC Regards AVG Customer Care

Initial Business Response / [redacted] (1000, 7, 2015/05/07) */ Contact Name and Title: [redacted] , Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com My colleague [redacted] has already asked Ms [redacted] , on 4/23/2015, for some form of proof of purchase, as we have only got a record of one (1) payment from Ms [redacted] : US $ Transaction ID: XX-XXXXXXX Transaction date: [redacted] (GMT) As far as we can see this is all she has paid us this year and we have already refunded it If Ms [redacted] can demonstrate that the additional amount that she is claiming is in addition to the above payment and provide us with the information to enable us to trace it, we will be happy to refund the money [redacted] Escalation Specialist Customer Care AVG [redacted] s.r.oavg.com [redacted] 2/4, XXX XX [redacted] Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice

Initial Business Response / [redacted] (1000, 10, 2015/03/09) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Mr [redacted] We acknowledge receipt of your complaint Our apologies for the delay in handling your case This was due to us having to investigate when your refunds were processed Both of your orders were refunded on March 3rd this yearYour sole remaining product is now a copy of Internet Security, purchased 2014.6.5, which will expire We hope that this concludes matters to your satisfaction Thank you for using AVG products [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 2/4, XXX XX [redacted] T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Saying they were "investigating" my refund is nonsenseI spoke with employees who had different accounts of what was happening with my refundI'm satisfied that I got the refund I was owed but 100% dissatisfied with the way in which I received itMultiple inquiries, having employees pass the buck onto my Bank, lie right to me,, and in the end trying to sell me more products Final Business Response / [redacted] (4000, 14, 2015/03/13) */ AVG has over million active users, sirMy or colleagues in the Refunds Team here at AVG HQ in Brno process approximately refunds a day, every day, Mr [redacted] They are the busiest team in the Customer Care department and work extremely hard Thus, it takes some time to go through the records and find out the status of a particular caseWe are too busy to respond in hours; a turn-around time of in the region of three days is typical [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] 2/4, XXX XX [redacted] T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice Final Consumer Response / [redacted] (2000, 16, 2015/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) MrProven, First, I do not appreciate the snide tone of your messageSecond, the length of time was never my complaint (which took closer to e weeks than days) it was the fact that your staff liedAlso, 3-employees seems inadequate which tells me the priority AVG puts on refundsFinally, after contacting AVG more than times your personnel tried to sell me more productI can see that an apology for your company's business practices is out of the questionAs I stated before I'll no longer be buying anything from AVG and I will definitely not be recommending your productsNot because of quality but the Customer Service, which is anything but

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Hello ***, I am following up on your Revdex.com Complaint regarding the PC Tune Up issue you reported to our technical support teamCan you confirm if you received the correspondence below from our Support team and if you were able to perform the recommended steps? Thank you, *** [redacted] Senior SMB Support Escalation Specialist AVG Technologies Canada avg.com [redacted] To: [redacted] @yahoo.com Subject:AVG Customer Care - Request #XXXXXXXX Hello ***, Thank you for contacting AVG We really apologize for the inconvenience caused with the AVG on your computer and for delay in responseWe have analyzed the diagnostic data of your computer and see that there are no AVG traces or services foundIn this case the only possible way to bring back your PC to mode is by doing a system restore or moving back to last known good configuration modePlease follow the below steps to do the above options To resolve this situation please do the following: Restart your computer As your computer starts (before the Windows loading screen is shown), press and hold the Fkey on your keyboard Windows Advanced Options will be shown Use the arrow keys to select Last Known Good Configuration, and then press Enter Once Windows starts up, verify that all devices work correctly In case these steps did not solve the issue, please use the System Restore feature: Click Start - All Programs - Accessories - System Tools - System Restore On the first screen click Next Choose a Restore Point with a date and time before the problem appeared, and then click Next Finish the wizard to restore your Windows Verify that all devices work correctly If you still have any issues or questions, please feel free to contact usWe are always here to help you Thank you for understanding and co-operation Best regards, [redacted] AVG Customer Care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as it has not fixed my issue and the reference that was made to their products not being installed on my PC is true only because their technicians that remoted into my laptop to "fix" it deleted the AVG software as part of their trouble shootingI tried times to restore my computer from different restore points and it would not workI also tried to startup from the last known good configuration and that took me to my blank desktop screen that I have had for almost a month nowI emailed the specialist this morning and was never contacted backThis company has left me with no options to have a working laptop other than purchasing a new one Final Business Response / [redacted] (4000, 9, 2015/11/19) */ From: [redacted] Sent: Thursday, November 19, XXXX X:XX AM To: ' [redacted] Jr, [redacted] W' Subject: RE: Revdex.com complaint Request #XXXXXXXX ***, I understand your frustrationDespite your moving to a new laptop, I have asked another team to reach out to you to hopefully get this taken care ofYou will hear from them by the end of business day today Regards, *** From: [redacted] Jr, [redacted] W mailto: [redacted] @lmco.com Sent: Monday, November 16, XXXX XX:XX PM To: [redacted] Subject: RE: Revdex.com complaint Request #XXXXXXXX ***, I want to let you know that due to how long this has taken and the lack of resolution I am having to go and purchase another laptopI cannot continue to wait for "assistance", it will cost me thousands of dollars if I do not pass [redacted] classes I am enrolled in and I have had to borrow computers from my friends and co-workers just to get logged into the classesI am very disappointed with the lack of service I have received from this company and will be submitting a new claim to the Revdex.com requesting reimbursement for having to do this and to highlight the continued lack of resolution to my problem [redacted] From: [redacted] @avg.com mailto: [redacted] @avg.com Sent: Monday, November 16, XXXX XX:XX AM To: [redacted] Jr, [redacted] W (US) Subject: EXTERNAL: RE: Revdex.com complaint Request #XXXXXXXX ***, I am sorry to hear that the system restore option has not worked thus far for youI have asked that our Tier team reach out to see if there is anything further they can do to assist with this issue Regards, *** [redacted] Senior SMB Support Escalation Specialist AVG Technologies Canada avg.com [redacted] T XXX-XXX-XXXX option [redacted] E [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience From: [redacted] Jr, [redacted] W mailto: [redacted] @lmco.com Sent: Tuesday, November 10, XXXX XX:XX AM To: [redacted] Subject: Revdex.com complaint Request #XXXXXXXX ***, I am writing in response to your inquiry as to whether the support solution worked or notIt did not, my computer is not properly restoring from any point within the last monthsI tried different restore points and none of these were successfulThe reason there were no traces of AVG software found as the technician says is because they deleted the AVG software when they remoted into my laptopI have about $dollars wrapped up in online college classes and I had to miss another class last nightI have never had an issue with this laptop until nowThis is incredibly frustrating and I just want my laptop to function properly again [redacted] W [redacted] F-Sustainment Engineering Lockheed Martin Aeronautics XXX-XXX-XXXX XXX-XXX-XXXX [redacted] @lmco.com

Initial Business Response / [redacted] (1000, 5, 2014/06/16) */ Dear Ms [redacted] , I'm really sorry to hear about your experienceI'd like to assure you that I'm here for you and that I'll do my best to resolve this unpleasant situation as soon as possible I have checked our records and found only order XX-XXXXXXX from December This order was already refunded and we do not have any other orders nor payments registered under your account Therefore I would like to ask you for more details about recent charges so I can check our records and send them for a refundI'm looking for order ID's or copies payment from the bank account statement You've mentioned that the licenses were purchased for the companyDo you have any list of all orders or licenses associated with your company so I can make sure that none of the licenses will be automatically renewed in the future? Or have you purchased separate licenses for employees within your company - employee name or e-mail was used for the purchase? We have made few changes in phone numbers therefore the number you have used was disconnectedFresh phone numbers as well as other support options are available http://www.avg.com/solutions-purchase I know how frustrating this process must be for you however I really need these information to find and refund the orders you haven't been expecting With warm regards, [redacted] AVG Quality Manager Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have still not been provided with any contact information and when I do call the numbers that are provided on AVG websites as well as doing a search I'm transferred to a automated systemThe previous number that I used the last time this happened are no longer in serviceI have a copy of our credit card statement that I would love to show the company the new charges from AVG on our business account for 46.74, 33.99, & The last time this happened it took months to resolve this issue for one chargeThese charges all happened in May and we are already weeks into this process and I have still not been able to make contact with AVG with a live personMy email is ***@kbselectric.com and our number is XXX-XXX-XXXXI need more of a resolution then a sorry you can't reach us keep trying by using a website that is not user friendly and customer service that is under staffed, under trained and not customer friendlyI would not have resorted to the Revdex.com if I was able to resolve this with AVG customer service staff or even contact them in the first place Final Business Response / [redacted] (4000, 14, 2014/06/30) */ Hi ***, I would like to inform you that we have found all orders made in last months and cancelled automatic renewals for themTherefore there are no licenses waiting for the renewal we know aboutUnfortunately as I've mentioned earlier - we are not able to check orders older than months based on the credit card number Do you have any updates from your bank? Are they able to block or cancel future automatic renewals from your company credit card? If not or in case that it will happen in the future then feel free to contact me directly or follow the AVG's refund policy to submit the refund for unwanted automatic renewalHowever I hope that we have successfully found and cancelled all upcoming automatic renewals I'm also sending copy of this update to your e-mail Thank you for your time and kind cooperation [redacted] Quality Manager Final Consumer Response / [redacted] (2000, 16, 2014/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Hi [redacted] , I have reviewed your feedback and I agree that there are some concerning aspects to your interaction with whomever you were speaking toFrom what you have described, this was not an interaction with AVG SupportPlease find a link to our support team for your future use :https://support.avg.com/choose_support?l=en_US From this page you will be able to select the product specific support you require Thank you and let me know if you have any questions Regards, [redacted] Senior SMB Support Escalation Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because after I had the issue I corresponded with someone on the chat module and they gave me a new phone number and website that I could contact when I needed help and I got a hold of the same person Final Business Response / [redacted] (4000, 9, 2016/01/21) */ Hi [redacted] , Can you please provide me the phone number, website and name of the agent you spoke with? Thank you, ***

Initial Business Response / [redacted] (1000, 10, 2015/12/30) */ Hello [redacted] , Thank you for contacting AVGPlease accept our apologies for not replying sooner Please be informed that under your email address there are two licenses of AVG Ultimate multidevice registered We would like to inform you that the refund of one of the licenses (RefNoXXX-XXXXXXX, USD 89.99) is in progress We have processed your refund in our database, however it may take to business days for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request Since you have accepted a 6-month compensation (case XXXXXXXX) for the second license, RefNoXXX-XXXXXXX, we need your confirmation in order to process the refund Please confirm your request by replying to this emailWe will then proceed and refund your purchaseThe refund will be returned to the payment method used to make your purchase within to business days Thank you for your cooperationWe look forward to resolving this matter for you without further delay Best regards, [redacted] AVG Customer Care Inline image URL : http://www.avg.com/stc/salesforce/signature/AVG_be_yourself.png AVG Customer Care AVG Community

Initial Business Response / [redacted] (1000, 5, 2014/10/17) */ Dear Mr [redacted] , Thank you for reaching out to us with this problem Let me start by expressing my sympathy for both your PC crashing and for the difficulties you have had in pursuing the refund for virus and spyware removal The problem with the refund occurred due to a problem in the synchronization between our licensing database and payment gatewayThe delay was not intentional by any meansOur e-commerce team managed to submit the payment manually on October 15th so it should show on your account within the next week I understand the frustration you have gone through and as a gesture of sympathy I can offer you a free copy of AVG Internet Security for monthsPlease contact me directly at [redacted] @avg.com and we will be able to arrange the license for you Kind regards [redacted] AVG Quality Manager

This company is the US Headquarters for Avast Software, according to their website (https://careers.avg.com/our-offices/usa/) I submitted two order cancellations (ticket IDs for order ID **SSN**$and for order ID **SSN**$75.76), seeking a refund for upcoming software license renewals Other than confirmation emails with ticket IDs, there is no other communication from the company No refunds have been made All telephone numbers, in my experience, lead to technical support, and I tried several Telephone questions about billing are recordings referring back to their website and submitting a ticket There seems to be no way of actually speaking to a human in customer service for the purpose of processing refunds Nor does there seem to be anyone actually processing these tickets generated through their website While their website does state that there is a refund policy if you are not satisfied, there doesn't seem to be any way to actually exercise this policy Buyer beware It seems that once they have your money, refund policy or not, satisfied or not, you're not getting it back

Initial Business Response / [redacted] (1000, 5, 2014/05/02) */ Dear Mr [redacted] , Thank you for contacting AVGWe are sorry to hear that your experience in working with our technicians in order to find a suitable resolution to your problem was so difficultNevertheless, I can assure you that your request for a refund was acknowledged and processed on There is usually around a two week delay before the money will appear on your account because our merchant bank is located in Europe Kind regards, AVG customer Care Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/05) */ Dear [redacted] Thank you for your follto my complaintYes it has been resolved to my satisfaction and a full refund was received Thank you for your assistance in this matter Tim Rippstein

Initial Business Response / [redacted] (1000, 5, 2014/10/14) */ Dear Ms***, I am sorry to hear of the troubles that you encountered when installing AVG and that you have still not received your refund I have pursued the issue and have been reliably informed that a check will be sent out by mail before the end of the week Please allow sufficient time for the check to reach you Again, I apologize that you experienced difficulties and wish to thank you for trying AVG Kind regards AVG Customer Care

Hello [redacted] ,Thank you for reaching out to AVG and thank you for sharing your experience with us.We would like to inform you that Revdex.com complaint is now being handled by Escalation Department.We have reviewed all orders and you probably made a mistake in your email addressAll orders are connected to email address: [email protected]/05/17PURCHASE DRI*AVG TECH [redacted] MN [redacted] $09/05/17PURCHASE DRI*AVG TECH [redacted] MN [redacted] $09/05/17PURCHASE DRI*AVG Tech [redacted] MN [redacted] $09/05/17PURCHASE DRI*AVG Tech [redacted] MN [redacted] $If you would like to have a refund of all orders, we are able to process itWe look forward for your kind response.Best regards, [redacted] AVG Escalation team

Initial Business Response / [redacted] (1000, 9, 2015/10/15) */ Good morning, Our Support team reached out to [redacted] on October 1st to rectify the situation with his wife's computerWe have not received a reply from him to datePlease see the correspondence below from our Support teamOnce [redacted] is ready, he can respond to the case directly to our support team Regards, [redacted] To: [redacted] @cox.net Subject:Revdex.com CASE#: XXXXXXXXBcc: [redacted] @avg.com Hello [redacted] , Thank you for contacting us We obtained a request for troubleshooting from our senior escalation specialistAs from the description you (or your wife) are facing an issue with lost data and contacts after installing invitational 3rd party software We would like to kindly ask you for more extensive description of the issue so we can understand better what might have happened on target computer Was there any error message, virus detection or anything of this nature as a manifestation of this issue? Or how is this issue exactly connected to AVG? Please specify what 3rd party software are we talking about We would like to kindly ask you to describe what data loss you encountered and please gather AVG diagnostic data from your computer by following next steps: Click here (https://share.avg.com/steam/PSP/Free_AVG_Solutions/AVG_SysInfo.exe ) to download the AVG SysInfo tool Run the downloaded tool Click AVG SysInfo - Continue Once the screen Output created is shown, fill in any additional details, or click Attach file if you want to attach any additional files, such as screenshots Fill in your email address, and then click Send output Reply to this email and let us know that you have sent us the export Thank you for your patience and cooperation Best regards, [redacted] Senior Customer Care Specialist AVG Technical Support http://www.avg.com More ***

Complaint: [redacted] I am rejecting this response because: Will just have to part ways on what happened to my computerI am using Avast now with customer support and all is fineNo doubt after trying to remove AVG, my call to AVG customer support I was able to use Avast to fix my computerIt took them hours plus to fix things after I installed and tried to remove AVGI appreciate AVG's offer but please close the case at this time.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/24) */ Hello Revdex.com, We have received this complaint and created the case (XXXXXXXX) in our systemWe will now be directing the case to the respective department for review and response In future we would like the customer to kindly send us their feedback/complaint by visiting https://secure.avg.com/escalation-feedback-form We appreciate your patience Thanks *** Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately this urgent problem is still not resolvedAs you can see: https://www.virustotal.com/en/file/d2ea458b983bc3cdXXXXXXf4781eeXXXXXf4629d7cabX...⇄ This is an empty exe file signed with our company certificate is still detected with AVG updated on As a result of this all our company software products are flagged by AVG Final Consumer Response / [redacted] (3000, 13, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi [redacted] Yes, I did submit the samplesYour customer support acknowledged that they received my sample with an e-mail received on 30.12.2015: AVG Customer Care - Request #XXXXXXXX [redacted] And the e-mail as follows: "Hello [redacted] , Thank you for contacting AVG We apologize for the delay in responseWe request you to please ignore the previous email sent by usWe've checked your history and see that you have already submitted the files and our developers are working on it to get it white-listedWe will contact you back one we finished the white-listing process Thank you for understanding and co-operation Best regards, [redacted] " I am still waiting on resolution of this case Final Business Response / [redacted] (1000, 17, 2016/01/15) */ Thank you for confirming [redacted] I have asked our Virus Lab team for an update and will advise Regards, ***

Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ Dear Ms [redacted] , I am very sorry to hear of the hassle and financial burdens you have encountered as a result of your computer crashingI understand how frustrating this must have been for you It is unfortunate that the crash coincided with you running an AVG tool, although there are potentially more reasons why your computer could have crashedIn our license agreement and as standard practice we are happy to refund the product value but are not liable for any costs over and above this However, we do fully understand your situation so as a goodwill gesture I would like to offer you a refund for the product that you purchased plus a free one year license of AVG Internet Security worth $54.99, which includes all the features of the AntiVirus program that you have used up until now In order to provide you with this, I would kindly ask that you provide your license number to [redacted] @avg.com as your license is not showing when I search for your email address I sincerely hope that our resolution has helped soften the blow incurred from losing your computer Kind regards, [redacted] - AVG Customer Care

Initial Business Response / [redacted] (1000, 5, 2015/07/31) */ Contact Name and Title: [redacted] Escalations Contact Phone: +XXX XXX XXX XXX Contact Email: [redacted] @avg.com Dear Mr [redacted] We acknowledge receipt of your complaint We are sorry to hear that you were dissatisfied with our product We must point out that when you contacted us about your difficulty installing, in case # XXXXXXXX on 25th June, our agent [redacted] offered you free remote-control troubleshooting to resolve your issueYou declined this offer However, we have now processed your refund for youThe money will be credited back to the payment method that you originally usedDue to the clearing time of banks involved, ours and yours, it may take up to days for the money to get back to you [redacted] Escalation Specialist Customer Care AVG Technologies CZ, s.r.oavg.com [redacted] Czech Republic T: +XXX XXX XXX XXX E: [redacted] @avg.com Delivering products and services to make our digital lives easier to secure, simpler to navigate and more enjoyable to experience This e-mail may contain privileged and confidential informationIf you are not the intended addressee, any use, disclosure or copying of this e-mail and any attachments is unauthorized - please notify the sender by return and delete the messageWe reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice

Initial Business Response / [redacted] (1000, 6, 2015/12/11) */ Hello Revdex.com, We have received your complaint and escalated the issue to our tiersupport Thank you for your patience and let us know if you have any other queries Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has removed their product from my computer, so the problem has been resolvedThank you for your help!

Initial Business Response / [redacted] (1000, 5, 2014/07/25) */ Dear Ms [redacted] , I am very sorry to hear that you have been a victim of credit card fraud and sincerely hope that no serious losses were incurred as a result of the same I have looked into your case and spoken with our e-commerce team to find out what the problem is with pushing the refund throughThe easiest way to describe the hold up is due to the number of transactions that go through to our merchant bank on a daily basisThe information that you have provided has helped us narrow down the potential transactions that need refunding, but we need the last digits of the credit card to be sure Another option (and perhaps the quickest and easiest) would be for your bank to issue a chargeback for the transactionThis way we would not have to locate the transaction, but only approve the chargeback Please let me know which way you would prefer to goEither way I will do my best to get the amount refunded ASAP Kind regards, [redacted] AVG Customer Care

Hello [redacted] , Thank you for reaching out to AVG and thank you for sharing your experience with us We would like to inform you that this case is now being handled by Escalation DepartmentWe have reviewed your comments and we apologize for inconvenience caused We are happy to inform you that your orders have been already refunded ( [redacted] , [redacted] )However it may take up to weeks for this to be displayed on your billing statementThis is due to the length of time taken for the banks to handle the refund request Please do not hesitate to contact us againThank you for your cooperation Best regards, [redacted] AVG Escalation team