AVG Technologies

Initial Business Response /* (1000, 10, 2015/12/30) */
Hello [redacted],
Thank you for contacting AVG. Please 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 (Ref. No. XXX-XXXXXXX, USD 89.99) is in progress.
We have processed your refund in our database, however it may take 5 to 10 business days for this to be displayed on your billing statement. This 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, Ref. No. XXX-XXXXXXX, we need your confirmation in order to process the refund.
Please confirm your request by replying to this email. We will then proceed and refund your purchase. The refund will be returned to the payment method used to make your purchase within 5 to 10 business days.
Thank you for your cooperation. We 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 /* (1000, 5, 2014/10/14) */
Dear Ms. [redacted],
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

Initial Business Response /* (1000, 5, 2015/12/08) */
Hello Revdex.com,
I have reviewed the case and it seems that the customer's system does not have the minimum hardware requirement for AVG product.
I have copied AVG's response to this email for reference.
Dear [redacted],
Thank you for...

your reply.
We would like to inform you that the data has been already analyzed. We have verified your system and it seems that your hardware does not meet minimum hardware requirements. List of minimum hardware requirements you can find in following document on page 4:
http://aa-download.avg.com/filedir/doc/AVG_Protection/avg_gsr_uma_en_ltst_10.pdf...⇄ /> We recommend to upgrade your hardware and then you should be able to install AVG Protection.
Thank you for your understanding. In case you have any other question or request, do not hesitate to contact us again.
Best regards,
[redacted]
AVG Customer Care
AVG Customer Care AVG Community
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AVG has not responded to my complaint. As previously stated, In bold type on the front of their box, they state "AVG Protection Secures all your Devices,All your devices. One Price." If at a later want add additional requirements this results in a conflict of their making, which legally must be decided in my favor. As previously stated I would accept either they successfully install their security software on my computer or they provide me with 3 years of Kaspersky Internet Security which I know works on this computer.

Initial Business Response /* (1000, 12, 2015/12/30) */
Hello Revdex.com,
This is the response from AVG.
Thanks.
Hello [redacted],
Thank you for contacting AVG. Please accept our apologies for not replying sooner.
According to our records, the AVG Internet Security license you are using is...

[redacted]. Since you did not specify which licenses should be refunded, we did not refund this license due to the fact it is being used. If you would like to get a refund for this license, Ref. No. XXX-XXXXXXX, kindly confirm this by replying to this email.
According to our refund policy, we offer a 30-day, no-questions-asked, money back guarantee from the date of purchase of any AVG software.
Even though your request was received after this period, we have carefully considered the facts surrounding your matter and in recognising how much we value you as a customer, we have concluded that we will process the refund of not only the order that is within the timeframe (Ref. No. XXX-XXXXXXX), but also of your orders from 2015 that are not (Ref. No. XXX-XXXXXXX and XX-XXXXXXX).
Please be informed that the refund of your orders is in progress.
We have processed your refund in our database, however, it may take 10 to 15 business days for this to be displayed on your billing statement.
We regret to inform you that we are unable to process a refund for the orders from 2014, namely Ref. No. XX-XXXXXXX and XX-XXXXXXX.
Thank you for your understanding.

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 Consumer Rebuttal /* (3000, 15, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My reply to email from AVG dated 1/5/16 (10:14am):
"I have done research and have found the duplicate for Order #[redacted] (dated November 7, 2015 on AVG's Order History) which was invoiced with date 7/12/15 and charged on my Meijer's account on July 8, 2015. And, after receiving a call from Security at Meijer's, the charge was subsequently credited on July 14, 2015. So that took care of that duplication.
However, I have been unable to find where the other Order #XXX-XXXXXXX, dated October 30, 2015 on AVG's Order History, had been charged. This same order # was duplicated as a debit to my checking acct., via PayPal on November 30, 2015. There is a month discrepancy from the date on AVG's Order History of October 30, 2015 and when the debit actually appeared on my checking acct. (via PayPal) on November 30, 2015. This is what leads me to believe there is a duplication on this Order #XXX-XXXXXXX, also. At this point, I am exhausted. And, if AVG is unable to reconcile this discrepancy, I will be forced to forfeit this payment, as well.
I have received AVG's CREDIT NOTE, for Order #XXX-XXXXXXX in the amount of $54.99, Invoice date December 30, 2015. But, the "Note" fails to inform me where the refund is being applied. I need to track the credit card where this is being refunded...please advise (include the last four digits of credit card).
Lastly, I have NOT received a CREDIT NOTE for Order #XX-XXXXXXX, dated March 12, 2015 on AVG's Order History. The refund should be applied to charge card ending "0579" in the amount of $114.98. AVG has referenced an agreement to refund Order #XX-XXXXXXX on email dated December 30, 2015 (9:53am).
Thank you for the refund to my PayPal account (originally debited to my Bank of the West checking account) for both referenced Order #XXX-XXXXXXX and Order #XXX-XXXXXXX.
When I am satisfied that refunds for both Order #XXX-XXXXXXX AND Order #XX-XXXXXXX have been processed to respective credit card(s), I will request that my complaint with Revdex.com be closed.
Respectfully, [redacted]
Final Consumer Response /* (2000, 19, 2016/01/14) */
On this date January 14, 2016, the $114.98 ((Ref. No. XX-XXXXXXX), has been refunded to my PayPal account by AVG. Please close this complaint as soon as it is convenient.
I have only kudos for how Revdex.com has "hung" in there with me. May God continue to bless your efforts on behalf of all of us who have such a "small" voice. Thank you.

Initial Business Response /* (1000, 5, 2014/04/16) */
We have refunded the customer in the amount of $33.99. The monthly fee of $1.02 has not yet been identified so we have reached out to the customer to try and find out where the charge is coming from.
Regards,
AVG Customer Care

Initial Business Response /* (1000, 8, 2015/11/11) */
Hi [redacted],
You should have received a communication from our refund team on November 8th advising on next steps to received your refund. Please provide the information requested directly to that team. I have copied the communication from...

the 8th below.
Regards,
[redacted].
Hello [redacted],
Thank you for your reply.
In order to assist you with your refund request, kindly send us the following information:
Name and address of the retail store where you purchased your AVG software
Your own mailing address
A copy of your purchase receipt (attached)
We look forward to hearing from you.
Best regards,
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 10, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have responded to every reply I have got. Each reply states that either my purchase date is over 30 days which is it proven not by my receipt, or the reply denied my request. Please look over the attachments. Your general email is ineffective and you did not in your reply include a more direct one or specific contact person. your general email will only generate the same automatic reply buying you time. I Have health issues and do not care to play merry go round or pass [redacted] buck. I will again upload my most recent interactions to which I again got no reply. Every piece of info requested has been submitted at least 3 times.
Final Business Response /* (4000, 14, 2015/11/19) */
Hello Revdex.com,
Please find the recent correspondence with the customer.
This recent Email was received on Nov XX X:XXPm.
To:[redacted]@help.avg.com Subject:Re: AVG refund request - Case #XXXXXXXX
Thank-you.can you please confirm name on check is [redacted]. In many
places like my email I do abbreviate it. Please confirm name on account and
check is my complete last name so I'm able to cash it. Thank-you very much.
Once received I will close out Revdex.com complaint and leave positive review.
Respectfully [redacted]
On Wednesday, November 18, 2015, [redacted]@help.avg.com
wrote:
> Hello [redacted],
>
> Thank you for your reply.
>
> We have carefully considered the facts surrounding your matter and in
> recognising how much we value you as a customer, we have concluded that we
> will process the refund of your order.
>
> Please be informed that the refund of your order is in progress.
>
> A check will be issued and mailed to the address you provided. Please note
> that due to the exceptional circumstances of this refund, it may take up to
> a month for the check to arrive.
>
> Best regards,
>
> [redacted]
> AVG Customer Care
Final Consumer Response /* (2000, 21, 2015/12/10) */
Refund received. Thank you kindly

Initial Business Response /* (1000, 5, 2014/05/20) */
Dear Mr. [redacted],
I am sorry to hear that you have had problems with AVG and am particularly disturbed by the support experience you described in your complaint.
I have been through all of our call recordings and am unable to...

find anything from the phone number you have listed in this complaint. I have also located your account with AVG where I can see purchases for AVG Internet Security and AVG PC TuneUp, but there is no record of you purchasing Virus and Spyware Removal from AVG.
I'm very sorry but I suspect you are the victim of a scam. This would also be backed up by the fact that the problem you are describing is a known one with the first release of Windows 8.1, which Microsoft rectified with the following update release. The behavior of AVG in this case was not due to a virus.
Although we don't have your money I can advise you to contact the bank as soon as possible to retract the payment if you paid with a credit card. If you paid using paypal then paypal will be able to refund your money as long as you contact them within 45 days of the payment.
Regarding your issues with AVG, I am happy to arrange for a support technician from AVG to remotely connect to your PC and fix the issue. They will also be able to check if you have a virus in your machine and address it if necessary.
Again, I'm very saddened to here of your issue and would advise you to be ensure you find contacts for support only from official sources in the future.
Kind regards
AVG Customer Care
Initial Consumer Rebuttal /* (3000, 7, 2014/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company works for AVG as a vendor, it appears,serving the phone calls regarding AVG. Therefore, AVG would not be able to 'find' the phone number. Why would this company's phone number appear when one looks for tech support and AVG? This company stated they worked for AVG.
AVG should be aware of what this company is doing. I request a call back from someone in customer service regarding this issue.
Here is the response from that company:
Dear [redacted]
We again apologise for the inconvenience you had with our services. During our last response we have already informed you that we have voided the payment made and offered a Free Computer Tune-up. We would be more than happy to assist to gain your trust back. We would also like you inform you some important information, please read the following points below
1) We have no association with AVG or any other computer brand in any manner, nor we support or promote any product from any brand and we are not a vendor for AVG by any means.
2) Supervisor [redacted] has been provided with Immediate Corrective Action Plan in which he is on the review period of next 45 days, any such incidence in future will get him fired from the job.
3) As per supervisor ved , he had some family issues related to her mother that's why he had to leave early for the same however it is still not an excuse for any kind of human error during Service Delivery Period.
4) On the date of your call to us , we didn't find any problem with your AVG antivirus, there was a problem in your browser and computer has some junk files that's why we recommended you for Computer Tune Up. We do not recommend any of our customers to remove any of the antiviruses from the computer.
5) As per your email, we would to inform you if you have removed AVG please install any antivirus of your choice and scan from it, it is not advisable to keep a computer without an antivirus.
Please let us know if you agree we can arrange a call-back from Supervisor [redacted] himself, [redacted] will personally fix and tune your computer up. We would be more than happy to assist you.
Once again, we apologise for all the inconvenience you had, we assure you that we will improve our services for future and generate best possible customer experience.
Customer Services
Call Techy Solutions LLC
[redacted]@calltechy.com
Final Business Response /* (4000, 11, 2014/06/26) */
Dear Mr. [redacted],
I'm contacting you as an follow-up to your recent phone call with [redacted]
We are really sorry about your experience and we would like to assure you that we will do our best to make this right.
I would like to offer you the free remote session with our top technicians. They will check your computer for possible viruses and fix it for you.
This remote service is available Monday - Friday between 8AM - 4:00PM CET (Central European Time, GMT+1). Which is 1AM - 9AM of your time.
Instructions how to connect to the remote service:
- Visit the AVG Remote Support Center at http://www.avg.com/special-remote-support.
- Fill in the short form.
- Click the Connect to an expert button.
- A remote support file will be downloaded.
- Run the downloaded file.
- Use the opened window to chat with the AVG technician.
Note: Support sessions are protected by end-to-end 256-bit SSL encryption. All information about your computer and/or data is considered strictly confidential and will not be shared with other companies or third parties. You will be able to observe all the actions taken on your computer during the whole session. You can choose to terminate the session at any time. It is also possible to communicate with the AVG Technician via instant messaging during the session. After each session is terminated, the offer does not extend to additional sessions.
Please let me know if this resolution works for you and feel free to reply here or directly to me at [redacted]@avg.com if you have any additional comments.
I will be sending you the copy of this Revdex.com update to your e-mail as well since it looks there is the typo.
With regards,
[redacted]
Quality Manager

Initial Business Response /* (1000, 6, 2014/08/28) */
Dear Mr. [redacted],
I am sorry to hear that you were unable to get support that you consider satisfactory.
We are willing to refund the money that you paid but need confirmation of the amount because it was purchased from...

Walmart.
Once you have a copy of the receipt from Walmart, please send it as well as your postal address to our refund team (they have already been in contact with you on this matter) so that we can issue a check to you in the amount.
Again, I'm sorry to hear that you had problems reaching our support and would love to see you back as a customer in the future.
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 Department. We 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 2 weeks for this to be displayed on your billing statement. This is due to the length of time taken for the banks to handle the refund request.
Please do not hesitate to contact us again. Thank you for your cooperation.
Best regards,
[redacted]AVG Escalation team

Initial Business Response /* (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 issue. You declined this offer.
However, we have now processed your refund for you. The money will be credited back to the payment method that you originally used. Due to the clearing time of 2 banks involved, ours and yours, it may take up to 10 days for the money to get back to you.

[redacted]
Escalation Specialist
Customer Care


AVG Technologies CZ, s.r.o. avg.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 information. If 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 message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.

Initial Business Response /* (1000, 5, 2015/04/28) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Ms [redacted]
We are very sorry to hear of your dissatisfaction.
AVG's Continual Protection Service is a standard part...

of all of our consumer products. When you purchase online, it is automatically activated.
However, you can contact us at any time to have it cancelled. We send 2 reminder emails before the auto-renewal is processed and both contain a link to cancel the services, as well.
In this instance, you requested and were granted a refund on 25th of this month (April). This is being processed from our bank to yours right now, but it takes an average of 10 days due to bank clearing time. You were informed of this by our agent who handled the refund.
If you wish to enquire on its status, it is case # XXXXXXXX.
We are sorry that you did not see the renewal warnings and that you wish to leave us. Your money will be back with you as soon as our bank and yours complete the transfer this should be within 1 week from now.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
Holandská 2/4, XXX XX Brno, 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 information. If 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 message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.
Initial Consumer Rebuttal /* (2000, 9, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Even though I received a refund for the $55.00, my complaint is the way in which it was taken out of my bank account. First of all, I expressed my dissatisfaction with your company last year so why on earth would I sign up for an automatic withdrawal? Also, the reminder emails which you mention you sent to me went to my junk file, which I do not read! It is funny though how the notice that the money was taken out of my bank account made it to my regular email in box!! The company should make it so the reminders goes to people's in boxes and not their junk box. Stop using sneak methods to get money from people. The only reason I caught the automatic withdrawal was because I check my bank account every other day!! I am happy I got my money back, but am very upset that I had to go through this!! Nothing further needs to be done for my complaint, however, in the future the company should make changes so people are more aware of the automatic withdrawal and improve on how the reminders are sent to people via email!

Initial Business Response /* (1000, 5, 2016/01/05) */
Hi [redacted],
I have escalated your refund request to our Refund Team to review and address. Let me know if you have any questions.
Regards,
[redacted]
[redacted]
Senior SMB Support Escalation Specialist AVG Technologies Canada ...

avg.com
[redacted] Drive, [redacted]
T XXX-XXX-XXXX [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.
Initial Consumer Rebuttal /* (2000, 9, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They sent this response to Revdex.com but did not send it to me took them 30 days to respond to my many requests for a refund. my first request was on 12/07/2015 finally got a response on 01/04/2016
Final Business Response /* (4000, 16, 2016/01/08) */
Yes- apologies for the delay however your refund has been processed.
Regards,
[redacted]
Final Consumer Response /* (2000, 18, 2016/01/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/17) */
Dear Ms. [redacted]
I'm really sorry to hear about your unpleasant experience. I know how frustrating this situation must be for you therefore I'd like to assure you that I will do my best to resolve your request as soon as...

possible.
Please be informed that this payment is related to your old AVG license which was automatically renewed. We are sending notification e-mail 30 days before the automatic renewal is happening however it looks like you have not received it - e-mail address in our database is different than the one filled in this request.
I have also tested our phone line X-XXX-XXX-XXXX and it works perfectly for me. I'm not sure what happened when you were calling in but it was an unfortunate event and most probably some glitch on the line.
After checking our records I've processed your refund request in our database however, it may take up to 2 weeks for this to be displayed on your billing statement. This is due to the length of time taken for the banks to handle the refund request.
Please let me know if you agree with this resolution or if there is anything else I can help you with.
With warm regards,
[redacted]
AVG Quality Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */
Hello!
Just received this from PayPal. Thank you for your help with this!
Have a great summer!
[redacted] ([redacted])
AVG eCommerce CY Limited just sent you a refund
Jun 17, 2014 11:00:08 GMT-04:00
Transaction ID: 3KPXXXXXNGXXXXXXW
Dear [redacted],
AVG eCommerce CY Limited just sent you a full refund of $59.99 CAD for your purchase.
If you have any questions about this refund, please contact AVG eCommerce CY Limited.
The refund will go to your PayPal account.
To see all the transaction details, please log into your PayPal account. It may take a few moments for this transaction to appear in your account.

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] Escalations
Contact Phone: +XXX XXX XXX XXX
Contact Email: [redacted]@avg.com
Dear Mr [redacted]
We are very sorry to hear about the difficulties that you have experienced.
We would be happy to...

process a refund for you, if you wish and you can provide proof of purchase. However, we would prefer to help you to get your program up and working.
We have only 2 calls on record from you, both of which are listed as requests for a reminder of your license key.
Here, as you requested, is a link to the instructions on how to download and install AVG Protection:
https://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Prot...⇄ /> Here is a short link to the same page:
[redacted]
Alternatively, you can download our installer yourself. All our downloads are here:
http://www.avg.com/download
No login or password ** required for any of the downloads.
We respect your wish not to have one of our technicians remote-control your PC. However, they may be able to provide support and guidance without doing so.
You can contact them here:
https://support.avg.com/support_contact_form
If you just wish to continue with a refund, then we can do that for you you can either let us know via the Revdex.com, or you can request one here:
https://support.avg.com/RefundForm
If that is what you wish, then once we have processed your refund, we can delete your information from our systems but we cannot refund you after deletion of your records.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
[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.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AVG says they only have two of my calls on record. I can prove five. They want me to give them proof of purchase to get a refund. I understand this but this would only give them more information about me. I would rather eat the cost. I want them to delete my information from their systems asap.
Final Business Response /* (4000, 9, 2015/06/08) */
Mr [redacted]'s customer information deletion is now in progress.

[redacted]
Escalation Specialist
Customer Care

AVG Technologies CZ, s.r.o. avg.com
[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 information. If 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 message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.
Final Consumer Response /* (4200, 11, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept the resolution when my information is completely deleted. "In progress" can be halted. At least AVG is finally going in the right direction.
[redacted]

Initial Business Response /* (1000, 5, 2015/07/23) */
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, but we do not understand it. Additionally, we have no record of...

Mr [redacted]'s name or email in our customer database.
AVG does not produce any Java programs for the PC platform. (Our Android products are, de facto, written in that language, but do not run on any desktop platform.)
We are an anti-malware software vendor, primarily for Microsoft Windows. Our products include AVG AntiVirus, AVG AntiVirus Free, AVG Internet Security, AVG PC TuneUp, AVG Performance, AVG Protection, and AVG Ultimate.
Additionally, our logo in no way resembles Microsoft's logo.
We do offer a number of browser add-ins, written in Javascript, which despite the name, is a totally unrelated language with no resemblance or connection to Java.
These include AVG Secure Search (or a related toolbar) and AVG Web TuneUp, depending on which AVG product you have.
Here is how to remove them and reset your default browser settings.
AVG toolbars:
http://support.avg.com/SupportArticleView?urlname=How-to-uninstall-AVG-Toolbar-h...⇄ /> AVG Web TuneUp:
http://support.avg.com/SupportArticleView?urlname=Uninstall-AVG-Web-TuneUp
If these are not what you are referring to, then we will need additional information to identify the offending programs and, if they are AVG ones, remove them. We will of course be happy to assist Mr [redacted] in doing so.

[redacted]
Escalation Specialist
Customer Care

[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 information. If 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 message. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.

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 4 orders and you probably made a mistake in your email address. All 4 orders are...

connected to email address: [email protected]/05/17PURCHASE DRI*AVG TECH [redacted] MN [redacted] $43.29 09/05/17PURCHASE DRI*AVG TECH [redacted] MN [redacted] $32.46 09/05/17PURCHASE DRI*AVG Tech [redacted] MN [redacted] $32.46 09/05/17PURCHASE DRI*AVG Tech [redacted] MN [redacted] $32.46 If you would like to have a refund of all 4 orders, we are able to process it. We look forward for your kind response.Best regards, [redacted]AVG Escalation team

Initial Business Response /* (1000, 5, 2014/09/10) */
Dear Mr. [redacted],
I am sorry to hear that you were automatically billed after being assured that this is not the case.
The refund was already processed on September 6th and, although I understand that you would like the funds...

immediately, it will definitely take a minimum of 3-5 business days to clear as our merchant bank is located in Europe.
Please be patient in allowing sufficient time for the refund to appear on your account.
Kind regards
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded the funds that were taken. Thank You.

Initial Business Response /* (1000, 15, 2015/04/28) */
Dear [redacted],
I am sorry to hear that you were not aware that you will be billed and had to go through these troubles to recover the money you lost.
I can confirm that all of your customer records held within AVG have now been...

deleted.
Kind regards
[redacted]
AVG Customer Care
Initial Consumer Rebuttal /* (2000, 17, 2015/04/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (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 crashing. I 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 crashed. In 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 /* (1000, 5, 2014/10/16) */
Dear Ms. [redacted],
I am sorry to hear that you have encountered an unexpected charge from AVG but am happy to help you get this issue resolved.
I have looked into the issue and the charge seems to be for the renewal of your Internet...

security protection for 1 computer for a further 24 months. When you purchased the original license there would have been a check box for continuing protection which you may have overlooked or forgotten about.
If you no longer use the license please confirm and I will ensure the amount is refunded.
Alternatively, if you do plan to continue using the license I can arrange for your license to be extended by a further 6 months as a goodwill gesture for your efforts in having to reach out to us to solve the issue.
Please let me know which resolution you would prefer and I will ensure execution on our end with priority.
Again, I apologize for the inconvenience and hope to sort this out for you as quick as possible.
Kind regards
[redacted]
AVG Quality Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)