Awareness Technologies

We issued a refund for both subscription renewal charges on 2/13/to this customer's *** account There are currently no active subscriptions for the customer Should the customer have any questions or concerns regarding this matter, please feel free to email
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The device *** *** tried to register was set up with 2-step authenticationThis is an additional security step independent of WebWatcher and can only be configured with *** The customer claims that registering the WebWatcher software triggered a notification to the *** user. This is incorrect because as previously stated, it is not possible to register the device with this additional security step.Instead, sinceour software is not compatible with this additional security step, the customer was informed how to disable it. Once again, the offer still stands to extend out the subscription for the one-month that was already paid forIt is worth noting that this offer is available to the customer whenever she would like to utilize it and our dedicated team of technical and In order to take advantage of this offer, the customer should email upper management directly a***

*** ***, we have issued a refund to your *** account for the account reactivation fee. Should you have any further questions or concerns regarding your *** subscription, please feel free to reach out to us anytime. Our dedicated team of support professionals are available 24/via LiveChat. We look forward to working with you

Complaint ID #: *** *** Response: Based on the information that the customer provided, we have already approved the pro-rated refund since he was correct to say that it was not performing as advertised, and we were unable to resolve the issueSince the purchase was made over a
year ago, we asked that the customer fill out and submit a credit card authorization form so that we could process this refund manuallyNote that we have yet to receive this Authorization form and until then, we will not be able to process this refundIn order to take advantage of this offer, the customer should email upper management directly at ***

We urge the customer to contact his bank and/or credit card company A full refund in the amount of $has been issued to this customer's account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me assuming I receive the refund that I have requested per the merchant via email Still very dissapointed that this took so many hours of my time to resolve and took reaching out to the Revdex.com in order to get a resolution.
Sincerely,
*** ***

Having looked into this matter, it is clear that the customer has worked with our technical support team in order to install the [redacted] license purchased for her mobile phone.  As the customer stated, the device is running an antivirus that may interfere with the installation.  On 7/6...

our support team reached out to assist the customer with the uninstall of this antivirus in order to get the software up and running but to date we have received no response from the customer.  In the event the customer is not able or is unwilling to uninstall this antivirus we will be happy to issue a refund for the purchase of the mobile license.

Complaint ID #: [redacted] Response: This customer initiated the 7 day Free trial on 11/8/16. The customer decided to manually upgrade to a monthly subscription inside her account on 11/11/16. In reference to the 6 hour window. This is the amount of time it takes for the [redacted]...

data to upload to the account. The reason that the same data uploaded twice, is because no new back-up occurred on the target phone. However, in this particular case the customer was informed that it would appear as “Awareness Technologies” on their credit card statement and it actually processed as [redacted]” For this reason, a full refund of the purchase will be issued processed on our end within 3-5 business days.

As an exception to our refund policy, we have offered to convert the annual subscription that the customer purchased ($129.95) to a monthly subscription ($39.95) – a refund of $90 has been issued to the customer on 2/12/18.This customer enrolled in a 7-day Free Trial subscription for WebWatcher for...

[redacted]. Please see our refund policy, [redacted] “The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. Accordingly, if you have purchased WebWatcher via the 7 day Free Trial program, no refunds will be issued as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.” Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.

Having thoroughly investigated this matter the charge in question is, as the customer stated, an annual subscription renewal.  We regret not issuing the refund within a shorter timeline as is our practice.  However, at this...

junction the reason that a refund has not been issued is because the customer has filed a dispute with his credit card company.  This dispute was not contested by Awareness Technologies.  Since the dispute has been filed, the funds have been withdrawn from our account and will be made available to the customer directly from his credit card company (if they have not already been made available).  This information has been communicated to the customer and should he have any additional questions or concerns regarding this matter he can contact management directly at [redacted]

Complaint: [redacted]
I am rejecting this response because:  This is a complete scam.  Yes, I did the free trial, which doesn't give you enough information to see if you'll like the system.  You have to order the full product in order to see what you are actually going to get.  And like I said, the first day I had the actual system, it worked.  After that, things went downhill.  I heard from the company themselves through an email, that there is an issue with [redacted] working with this system.  If that is the case, then they shouldn't be trying to sell this to [redacted] users.  They are selling a faulty product knowing full well that if you have [redacted] products, it probably won't work.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Contrary to the complaint, there has been absolutely no "nasty" correspondence sent to [redacted]  [redacted] contacted the billing department at [redacted] to obtain a refund for a [redacted] subscription stating that her credit card information has been compromised and she did not authorize...

the transaction.  To this end, our billing department urged her to contact her credit card company directly regarding the transaction for her protection and to address the problem at the source - ensuring that this, and any other possible fraudulent transactions, could be investigated. Furthermore, following this recommended course of action will allow [redacted]'s credit card provider to assist he with obtaining any stolen funds and securing her account.  It is important to note that [redacted] will fully cooperate with state and federal law enforcement and should [redacted] decide to pursue a criminal investigation to hold the party who compromised her payment information accountable we are happy to assist with this process.

As advertised, [redacted] for [redacted] is an [redacted] monitoring solution.  Per Ms. [redacted] complaint, the device she planned to monitor does not backup to [redacted] due to a lack of [redacted] storage, making it impossible for the [redacted] software to record data until the customer adds additional...

storage to the [redacted] account.  In her correspondence with our refunds department, Ms. [redacted] was offered complimentary phone support to assist with the registration of her [redacted] license and to temporarily suspend her subscription until license registration takes place so as to ensure she receives the full year of monitoring service that she purchased.  In addition, our refunds team has extended the offer to convert Ms. [redacted] for [redacted] license into store credit.  To date, Ms. [redacted] has refused these offers. 
All offers to assist Ms. [redacted] in making the most of her [redacted] account still stand and our sales & customer support staff are available to help 24/7.  Additionally, since Ms. [redacted] indicated she would like to view the [redacted] account from her mobile device, we would like to offer her our E-Notify service free of charge for her first year.  This service will email recorded data from her account on a schedule, so that she can view recorded data from any device that has email access.

Complaint: [redacted]
I am rejecting this response because: No one at this business ever confirmed the functionality of the software. I sent several emails and called several times after I purchased to get a refund, almost immediately after purchasing, NOT ONE person helped me. Finally after a few weeks, I got my entire account cancelled because I was afraid that I would be charged again. I am very dissatisfied with this company and I want a FULL REFUND. This is no way to treat people. The customer service people were very rude and not helpful at all. I just want my money returned so I can go on. I would never recommend this company to anyone as they do not help there customers at all. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:After trying to resolve the matter with the company and providing my credit card company with 18 pages of email conversations with the company dating back to September(despite the company saying they have no record of trying to resolve the complaint with me) regarding issues with the software.  The company provided me with a refund only after my credit card company reviewed the documentation that I provided them regarding these emails that I sent.  I am disappointed that the company would only issue a refund after I had to pursue with my credit card company and did not support their claim that they would gladly refund if any issues existed. I have spent countless hours trying to resolve this claim and again disappointed that I have had to go to such lengths to get a refund. It is now somewhat resolved now, as my credit card company has indicated that the company has issued a refund for part of it. The $99.00 software fee but not yet on the $29.95 additional purchase to view older files. 
Sincerely,
[redacted]

This customer enrolled in a 7-day Free Trial subscription for WebWatcher for [redacted]. Please see our refund policy, [redacted] “The Free Trial program is intended to provide you with a no risk method to confirm WebWatcher works as advertised. Accordingly, if you have...

purchased WebWatcher via the 7 day Free Trial program, no refunds will be issued as you have already confirmed the functionality of the software by manually upgrading to a paid subscription inside your account. However, you can cancel your subscription at ANY TIME to ensure your account does not incur any additional renewal charges.”   Our records indicate that this customer manually upgraded their subscription to the paid version of our software to receive the full functionality of the features offered, that were previously limited during the 7-day Free Trial period.   Our Terms of Service are clear that no refunds are issued for purchase transactions if the customer previously did a Free Trial. This is the exact reason we offer a Free Trial before purchasing – so a customer can make sure it works to their satisfaction before purchasing!

The customer has received their money back for this purchase after initiating a dispute with their credit card company.  Therefore, we must consider this matter closed and no further action needed.

A refund was already issued to this customer on 7/25/17 prior to the case being initiated with the Revdex.com.  We must now considered this matter closed, as the customer has received a full refund.