Dashlane

Review: Dashlane offers a refund within 30 days as per their website. I purchased their service on 9/15 for $39.99 and it did not work for me. On the same day, I submitted proof and followed their refund instructions on their website. I have contacted them directly multiple times, and through the [redacted] account. Initially Lorenzo responded to my first email, and he stated the refund would take 7-10 business days. As of 10/* I still have not received my refund, and they will not respond to any emails. I have been lied to, and I am being ignored. I believe it is their intent to wait out the 30 days and claim I am not eligible for the refund.Desired Settlement: Full refund of $39.99 or class action lawsuit.

Business

Response:

Hello, thank you very much for contacting us here.I have checked in our database but I am afraid I wasn't able to find any tickets or accounts with your e-mail [redacted] or your name. By chance, could you please provide me with the ticket reference number, or the registration e-mail that was used to create your Dashlane account, so I can look into it and check that the refund has been made by Lorenzo?Also could you please confirm that you have already checked both on your credit card statement and your bank account statement? Where refunds appear may vary depending on your bank, and it is sometimes listed in a different place.Please keep me posted, and thanks for your patience!Xavier

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted]This is the order number Dashlane provided me through [redacted]. I have submitted the same exact information you have requested 4 times now. On 9/**/15 Dashlane hit my [redacted]l debit card ending in [redacted] for $39.99. I have provided my email address [redacted] and the order number is [redacted] If you cannot find this transaction, you are lying. I have followed every instruction and provided detailed information. I called my bank and the charge from Dashlane through [redacted] is VERIFIED and has NOT BEEN REFUNDED. The Dashlane website states that purchases through [redacted] require the provided order number to refund. LORENZO ALREADY TOLD ME THE REFUND WAS IN PROCESS TO BE COMPLETED WITHIN 3-7 business days. [redacted]I have submitted the refund request on Dashlane's websiteI have submitted the refund request on [redacted]I have submitted the refund request on Revdex.comI have submitted now 4 complaints and each has claimed I have not provided the proper information.Dashlane's support representative Lorenzo granted the refund and I still have not received it!!! I have the emails from them!!!Am I communicating in a language you people are able to comprehend?[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello, thank you very much for contacting us here. I am terribly sorry for the trouble.I can confirm I was able to find the charge [redacted] that you are referring to, and it has been refunded.However, your Dashlane account shows two charges on the same day, which may explain why you still have $39.99 that has not been refunded.I checked on the [redacted] site with your e-mail address [redacted] but I can only find the other charge, that has been refunded. Did you use a different [redacted] account to purchase a second Dashlane subscription on September [redacted]? Do you have other [redacted] e-mail addresses?Unfortunately, the only way that we can search for a charge on the [redacted] site is by e-mail address or using the transaction number. By chance, do you have a second transaction number other than [redacted]?We apologize for the confusion.Please keep me posted.Best regards,XavierUser SupportDashlane

Review: My husband and I attempted to download Dashlane onto our computer after signing up for their service. We paid $39.99 through [redacted] on August [redacted], 2015. We made many repeated attempts to establish a dialogue with Dashlane when their information did not resolve the problem of even getting into our program on their website, let alone getting our service set up. They continued to send undecipherable messages that a lay person just could not understand. I then asked them to call me or give me the number to call. They informed me they do not talk to customers by phone, which I found quite unsettling. When, after many hours of frustration, I finally decided to cancel my service, I sent at least two, if not three emails to them asking for our money back, as we were never able to set up their system on our computer. Therefore, we received no services for our payment. Because of this, we didn't even get a cr, so I can't give you that information. We then went to [redacted] for assistance in August, hoping they could get a reversal of charges, since that is how we paid for the service. Unfortunately, they received no responses from Dashlane and closed the case. Towards the end of September, we decided to contact our bank, Wells Fargo and ask for their help. Unfortunately, they could not help because it was taken from our checking account and had already passed through the system. That brings us to our contacting the Revdex.com. We did make every attempt to resolve this issue in a cordial manner, using other means, but to no avail. We are now asking for your help. While $39.99 is not going to break us, we feel that since you apparently endorse Dashlane, we felt you might be able to help us recover our money. Also, I believe others should be warned that this company does not honor it's service commitment. They should not be allowed to just walk away from this situation with our money. I did make attempts to contact them by phone at a phone number that I obtained, but they would never return my calls or said their mailbox was full! Really?? Could you please help us? We try to be honorable people in our business dealings and ask the same of others. Thank you in advance. Regards, [redacted]Desired Settlement: We would appreciate a refund of $39.99. An apology would be nice as well. This was a very upsetting experience, especially since my husband is a 100% disabled combat veteran and he does not deal well with these kinds of issues.

Business

Response:

Hello [redacted],I am terribly sorry that our support agents could not help you getting started with Dashlane.I have rend your previous tickets and it seems that there has been a misunderstanding with one of our agent in August, as our agent understood that you had already asked for a refund on [redacted]. This is why he did not initiate a refund process on our end. This is in our conversation on August [redacted] and [redacted]. We apologize for the misunderstanding and we will make sure it does not happen again.One of our VIP support agents has also tried contacting you on Monday [redacted] but I am not sure you received this e-mail. Could you please confirm if you did not receive it?I have checked your account status and [redacted], but I am afraid [redacted] does not let us issue refunds after 60 days, and your subscription has been bought 66 days ago. However, [redacted] lets you open a dispute and ask for a refund on your end within 6 months, so you may want to open a dispute directly there and [redacted] will refund you. This is actually what our support agent thought you had already done.If you are still willing to use Dashlane, I am sure we can find a solution. The problem appears to be that you need to create an account using the Dashlane application now. It seems that you are still trying to go on our site and upgrade your account to Premium, and this is why you see an error. I can confirm that your account [redacted] is already Premium and you do not need to do this anymore.After you purchase Dashlane on our site, you still need to download Dashlane on your computer and install it and create your account on your computer:1) What you need to do is install Dashlane on your computer now, using this link from our site: [redacted]2) Then run the installer file and it will install Dashlane on your computer.3) Open the Dashlane application (do not go on our web site – make sure that you open the Dashlane application from your application folder or menu on your hard drive)4) You will see a "Welcome to Dashlane" window – if you see something else, please click on "Create an account" instead5) Now enter [redacted] there and choose your master password for Dashlane and confirm you want to create your accountOur VIP support agent has offered to do a screenshare to help you create your account and start using Dashlane. Please let me know if you are available to do it, or if you have any questions! We apologize once again for the trouble.Best regards[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have attempted to contact Dashlane 3 times over the course of several weeks using their online HELP request form. I have yet to hear one word back from them. I explained the problem that I am having with their software, and made sure I submitted the form correctly. I am a Premier customer, which means I PAY for "Premiere" service, yet I have received NO service at all. This is outrageous for a company that is apparently so 'tech savvy', to not even respond at all. They did, however, manage to send me advertisements, so they do know my email address! The problems are that the software is locked up on my Mac OS 10.x, and has been for weeks now, and is no longer linked to my Iphone. Several other customers have complained about the lack of customer service. When is Revdex.com going to downgrade them?!Desired Settlement: I would like to use DAshlane and have confidence that it is functional and will not freeze up on my computer and that it will sync to my iphone. And would like to know that the service I am paying for IS 24 hour customer service, as advertised. Otherwise, I want a refund.

Business

Response:

Hello [redacted],I am terribly sorry for this!I have seen that one of your agents is now taking care of your latest ticket from November [redacted].However, I was only able to find another one of your messages from August.As you mention that this was your third attempt to contact us, it appears that there may have been a problem with some of your past messages.We are going to investigate and we apologize for the inconvenience.For future reference, we recommend to contact us directly using your registered e-mail address in Dashlane (or your contact e-mail address if you changed it in Dashlane) and as a Premium user, you can reach us directly here: [redacted]Kind regards

I install their program (Dashlane) hoping for something good. It was NOT good! The is a portion of what I said to them when ask why I uninstalled their program.
I had issues: 1) IN all your sale pitch you DO NOT mention that the "FREE" is ONLY "FREE" for 30 days- ( Talk about a trust issue) where is the integrity? 2) Not simple to use(for several reasons). 3) I wanted to change my Master Password: A) finding on the interface of how to begin to change it was not easy B) finding help to change my Master Password by way of your "help" link in the program was NOT easy - The question to the problem: "How to change your Master Password " not there in the Dashlane program! C) I found & send an e-mail to customer support TECH dept. that Got a quick response that DID NOT address my issues for Your e-mail was a Robot which was obvious for it made suggestions that had NOT address my problem! D) THE Only way I found to change my MASTER PASSWORD was to delete my account and start over from the beginning – lose everything I had entered - ALL the Websites Log-ins, passwords, I.D. Info, Credit Card Info ALL DATE) 4)Trying to change a password on a site to a better password is not easy - it would involve copy & paste the new password that Dashlane does generate. I did not want to FIGHT your program to make it work as advertised! I have uninstall the program and WILL try my best to warn the public NOT to install and use Dashlane!
After submitting this complaint, I when to a few of the websites I had used with Dashlane and found I had to reenter my log-in Info all over again. Whatever data you use with Dashlane will be removed from your computer once you uninstall Dashlane.

Review: I have had several problems with accessing my password information, which is what Dashlane Premium is supposed to simplify. In frustration, last Saturday (2/**/2015), I wrote an email telling them that their Premium program is "[redacted]" and that I wanted to cancel and get a refund. I got only this in response:

Please type your response ABOVE THIS LINE to reply. If you have a new question or problem, please open another ticket in our Help Center.

Re: DASHLANE DOESN'T WORK!!!

DASHLANE | Feb **, 2015 11:17AM EST

Thank you for submitting your request. We have received your message and are working on responding to you as soon as possible. If you have any additional information to add to this case, please reply to this e-mail. We reply to all support tickets that we receive and we will get back to you as soon as we can. Thank you very much for your patience!

If you have any additional information to add to help us better assisting you, please reply to this email. DO NOT OPEN A NEW TICKET. This will help us answering your request better and faster. Thanks in advance for your patience and support.

This message was sent to [redacted] in reference to Case #[redacted].

I replied again, stating that my prior email had been out of frustration and that what I really wanted was help in how to use what was potentially a good program, but one that I was having a lot of difficulty using. I got no response, but discovered that my Premium had been cancelled with no notification/explanation from Dashlane, nor any refund of my payment or notification of their intention to do so. I sent three more emails, again, with no response. On Tuesday, I sent a message through their Feedback and got an email that they had opened another ticket. It was identical to the above email, except referencing ticket #[redacted]. I sent a couple more responses to this email, again getting nothing, so last night I tried the feedback again and, once again, got the same formulaic email as the first, this time referencing ticket #[redacted]. My emails have told them of my intentions to contact you, so I definitely feel that I have given them MORE than enough chances to rectify this problem, but they prefer to ignore me, hence my reaching out to you.Desired Settlement: I would like more than a phone call, actually. I want my problem resolved (a tutorial would probably accomplish this), a reliable way to contact the company AND get a timely response, my Premium service restored (preferrably with some free time added in to compensate me for having to endure this) and an apology. If this cannot be done...please note that I prefer the latter described and to keep the service...then I think I should get an immediate refund, although this will NOT completely satisfy my complaint. Hopefully, Dashlane responds to you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I haven't had time to renew my premium account and what happens....I GET LOCKED OUT OF ALL MY PASSWORDS. ARE YOU PEOPLE [redacted] KIDDING? I can't even access my account. This totally reeks of scam, as in "thanks for giving us full control over your passwords....now pay up if you want access to your account especially since we created most of the passwords for you, [redacted]."

I signed up because of [redacted]'s positive review and am going to contact him about this unless it is fixed ASAP.Desired Settlement: I want access to my account !!!!

Business

Response:

Hello,Thank you for contacting us here through Revdex.com.org.I wasn't able to find any tickets in our support platform; if you contacted us, did you receive a confirmation e-mail and a case reference ID?I am sorry that you cannot sign in to your account anymore.Please note that at this time, your account is still Premium so I don't think the problem is related to your Premium status.I have added an extra month of Premium so we can have the time to figure out what the problem is and fix it, so you can then choose to renew your Premium or use the Free version of Dashlane instead.If you use the Free version of Dashlane, you can install and use Dashlane for free on any device. All the features like auto-fill and auto-login are free to use on any device. But if you want to sync your data between devices and have a backup in the cloud, then you need to get Premium.Could you please contact us on [redacted] and let us know if you get any error message when trying to sign in to Dashlane?If you cannot see the log-in window anymore, are you still able to open the Dashlane application or not at all?In this case, could you please try reinstalling Dashlane?You can download Dashlane from our site: [redacted]Best regards

Review: I bought a Dashlane Premium 2 year membership on 12-**-2014.

The software worked okay for the first month or so.

After Dashlane made software upgrades, major components of the service became unreliable and unusable.

Technical support was unable to resolve the problems after several tries.

I've paid for a service that is of no use to me.

I want a pro-rated refund of the remaining portion of the 2 year membership fee.

I contacted Dashlane but they refuse to refund.Desired Settlement: I want a pro-rated refund of the remaining portion of the 2 year membership fee.

Business

Response:

Hello [redacted],Thank you very much for contacting us here.Our support team has searched in our ticketing system and we have indeed found an e-mail from September regarding a problem in Chrome. It appears that one of our support agents did a screenshare with you and the problem was solved at the end of the ticket. We apologize if Dashlane stopped working in your Chrome again after this date.Google have been changing many components in their Chrome browser for the last couple of months, and this is also why we need to update Dashlane to make sure it keeps working in Chrome. These updates must be installed so that Dashlane keeps working in your browsers.There is indeed a 30-day policy for refunds, as there are technical limitations with our payment processing solutions.However, as you paid for a 2-year subscription, we understand how disappointing it must be not being able to use Dashlane in your Chrome browser.We have asked our sales team to write you a check with the pro-rated refund. You should receive it in the next couple of days.Kind regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

As a security concious user, I have a lot of different passwords, and use Dashlane to keep tabs on them all whilst allowing access from another device. Dashlane has worked flawlessly, albeit a touch pricey. It would be better if they offered a monthly payment plan for those who don't want to pay for a year of premium immediately.

very useful app if you have more than 2 or 3 passwords or vital digital info. HIGHLY recommend! It has saved me several times. ( more specifically, my wife) who can't remember any of hers. But, me too.

Review: I paid for membership through Feb 2015 and have been having a problem for 3 months now and have sent numerous requests for assistance which has been ignored. Thus, I am unable to use the program.Desired Settlement: I want my money back. There is absolutely no one to help customers if there is a problem!!!

Business

Response:

Hello,

I am terribly sorry for this bad experience.

I was able to find your tickets in our platform support and [redacted] and [redacted] have normally answered your tickets, but something probably went wrong or the e-mails ended up in your Spam folder. We apologize for this.

Your Dashlane account has been deleted but I was able to find your Premium subscription.

However, the payment was made on [redacted]'s App Store, and we cannot refund you directly.

This is because we did not processed your payment and only [redacted] has your payment information. We only receive the payment confirmation from [redacted].

To ask a refund to [redacted], please check your [redacted] receipt for Dashlane – invoices are usually sent by [redacted] 24 to 48 hours after a purchase on the App Store – and you will see a link that says *Report a Problem* (in the *Item* column, right next to *Write a Review*).

Please click here to ask for a refund from [redacted].

You can find more information about this in our Help Center:

If I can be of any further help, please let me know.

Kind regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business is asking me to reference a receipt I was supposed to have received 9-10 months ago online in an email which I do not have. Secondly, the website they suggest I go to for support does not exist. They need to send me a refund check to my home address to resolve this issue. Thank you!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello,

I apologize that my original reply was incomplete or lacking information.

You can find all your [redacted] receipts, no matter when the purchase was done, using [redacted]. Please refer to [redacted]'s documentation here for more information: [redacted]

If you cannot view this page, here is what it says:

1. Click to open your account in [redacted].

2. Sign in with your [redacted] ID.

3. [redacted] will open to your purchase history, and you'll see the items you purchased.

Alternatively, you can:

1. Open [redacted].

2. Click [redacted] Store.

3. Click Sign In.

4. Enter your [redacted] ID and password.

5. Click your [redacted] ID and select Account from the drop-down menu.

6. Next to Purchase History, click See All. It might take a moment for your Purchase History to appear.

7. To see the details for a purchase, click the arrow to the left of the order date.

Then on this page, please click on "Report a problem" and ask for a refund to [redacted] directly.

Please note that we cannot refund you the subscription as your payment was processed by [redacted] and [redacted] is officially the seller of your subscription. There is unfortunately no way we can refund these subscriptions directly to you. [redacted] needs to do it, and we cannot send you a refund check. We apologize for the inconvenience.

Regarding our Support Center, I am sorry that the link did not work for you. You may want to try in another browser or directly check this with your Internet service provider, as our Support Center is normally up and working. I just checked using this service and the site is normally accessible from anywhere:

Our Support center can be accessed directly from our home page (by clicking on "Help"), from the application, or using this link:

The direct link to the article is:

Please let me know if you have any further questions or need anything else, and sorry once again for the trouble with your subscription.

Best regards,

?

Dashlane has simplified my online experience's. I was always having to get passwords reset because I would forget it or misplaced where I wrote it down

Review: I have had nothing but trouble lately with using the product on Dash Lane! Almost every time I use it, it doesn't work I send them a report off the each website and a screen print goes with it...I have yet to receive any help from them. I've closed down the browsers, tried again, I've rebooted my computer and it does no good. There is no auto fill. I can't click on the Dash Lane logo, if I have more than one signin on a website the choices most of the time are not there so I can sign on. It forces me to go to the Dash Lane app open on my computer enter my main password to copy the password for that website, then I have to enter my user id and password to open my account.

All I want is to get a fix for it, if they don't want to help me then I'll cancel my subscription and look for someone else. I can't believe anyone recommended this product as much as I'd seen it. I realize you have problems with software etc. but the fact that NO one responds to help that's that I have a HUGE issue with!!

I tried to call them and their voice mail is full!Desired Settlement: I want them to fix it or help me fix it, if they can't I want a refund!

Business

Response:

Hello,Thank you very much for contacting us here and sorry for the trouble!I am also going to reply to your latest e-mail in our ticketing platform, if you prefer to reply there for troubleshooting.It sounds like a problem with the browser extension.Could you please confirm it happens on a computer, and is it on Windows or Mac OS X?Also, which browser are you running? This will help us understand the problem better and provide you better instructions to fix it.If you can see the Dashlane icon in your browser's toolbar, but nothing happens when clicking it and the icon is grayed out, it may be caused by one of these:- if you are running any anti-virus software on your computer, for instance AVG AntiVirus, ESET NOD32 Antivirus, Kaspersky Internet Security, Sophos, TechGenie, Ad-Aware or Ad-Muncher, depending on the settings of anti-virus software, it may prevent Dashlane from working in your browser. Please have a look at this guide for more information: [redacted]- if you are running Dashlane or your browser as an administrator on Windows (when you see a blue and yellow icon on top of the application shortcut)- if your browser extension needs to be reinstalled, you can remove it from your browser and reinstall it from the Dashlane application. Unfortunately, as the procedure varies depending on the system (Windows or Mac OS X) and the browser you are using ([redacted]), I will send you more information in a separate message.Thanks again for your patience.Kind regards,[redacted]

Review: Dashlane's product stopped working when [redacted] was upgraded to version 33. At their suggestion I signed up and paid for premium service after being told that premium subscribers would get expedited support. After several unsuccessful attempts to solve the issues Dashlane personnel stopped responding to my requests for assistance. This issue has persisted for a month.

Dashlane does not have a customer service phone number so that I am totally at the mercy of their responsiveness or lack of same. The issue has existed for four weeks now and I have received no updates on attempts to rectify the problem.Desired Settlement: Resolution of the Problem

Extension of my subscription to provide one full year of service from the date of resolution

Means for contacting Dashlane personnel as they have no Customer Service phone number

Business

Response:

Hello,We are terribly sorry for the trouble.I was able to find the open tickets that you were exchanging with our support agents, and I apologize they were not able to help you on your Windows 7 computer.After reading your messages, I suspect this might be a problem with some administrator rights on Windows, which is why our support agents did not find it.Does it still happen when using [redacted] 34, which is now the most recent version of [redacted]?In this case, [redacted] might be launching in admin mode.Is there a blue and yellow shield icon on top of the Dashlane or [redacted] icons when you launch one of them? It would mean one of these two applications is launched in admin mode which should not happen. When those applications are not launched with the same admin level, the Dashlane browser extension cannot connect with the Dashlane application, even if it’s properly installed.Could you right-click the [redacted] icon on your desktop, and go to Properties? Then please check the compatibility settings: that you don’t have any different compatibility settings checked and that you don’t have the “Run as administrator” setting checked.For more information about this, please check this article to check that [redacted] does not launch in admin mode:[redacted]And this article to check that Dashlane does not launch in admin mode either:[redacted]

I will grant some additional months of Premium to your account as a compensation for the trouble.Please let me know if this works for you.Best regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The suggested actions did not resolve my problem.I can confirm that both Dashlane and [redacted] are not running in administrative mode. In addition [redacted] has been upgraded to version 34.The problem persists.Please advise.It would be helpful if I could contact you via phone.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted],Thanks again for your patience and for the crash report that you have provided to us.Our development is going to have a look as quickly as possible, and I will keep you posed.In any case, if you prefer to get a refund, just let us know by e-mail (on my personal e-mail or using our support platform) and I will refund your subscription.Best regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Since my first complaint Dashlane has been responsive to my issues. While they haven't fully solved my problem I appreciate the effort they have and continue to make to solve the problem.They have offered to refund my subscription fee if they are unable to find a solution. Therefore I withdraw my complaint against them.Thank you Revdex.com for your assistance.

Sincerely,

Review: This company charge an annual fee for the app " Dashlane" they offer Priority support but in fact there is nothing priority in they support since I have a problem with the functionality of the app since 06/**/14 and today 06/**/14 I have only received non real support from them and they reply the email every two o three days with a no really helpful solution to solve the problem. VIP mean for them to make you customer wait days for a non helpful solution.

This is the second time that the same happen to my with this company, after giving them a second chance the result is worse.Desired Settlement: they have to refund my money due to the fact that they are doing false advertisement when they offer a VIP priority support and they are not delivering what they promise.

Business

Response:

Hello,

Thanks for your message and our apologies for this bad experience.

It sounds like a Permissions problem on Mac OS X and the browser extensions could no be installed and updated in Chrome.

We are sorry that our support team was not able to help you regarding this problem, though it seems that the last message that our support team sent to you should fix this problem. Please do not hesitate to come back to us if you have any questions related to these instructions.

Please note also that e-mails from our Premium users are always treated in priority. Your original message was replied in approximately 24 hours (received on

Jun [redacted], 2014 and replied on Jun [redacted], 2014). We apologize that you had to wait so long before getting an answer. Our team is now bigger and we can guarantee a better response and resolution time.

You have asked in your Revdex.com complaint a refund of your Premium subscription. I am afraid we cannot refund your Premium subscription as it was purchased on the Mac App Store. Payments are processed by Apple and we only receive the payment confirmation from Apple. Only Apple has your payment information and is able to refund you. Please find more information and see how to do this on this page:

Please keep us posted.

Best regards

Review: I recently signed up for three years of Dashlane, which cost $99.00 total. After signing up I went to use the mobile app on my phone only to find that it is not working correctly. I took troubleshooting steps on my own and when it those did not resolve the issue I contacted their support on March [redacted]. They didn't not respond for almost 24 hours. Their support asked a very simple request via email. I would respond and they often would take almost another 24 hours to respond. In the ticket I provided documentation as to what the issue was as well. Only to get as far as to ask if I am using the correct user name. All of that is fine, frustrating, but not the issue.

The problem was I never heard back from them. I contacted them via [redacted] because they don't have a phone number listed on their site, only the support link. The [redacted] on the site said they sent a response via email, I never received it. I asked them to confirm the email, which they did correctly but still no response. I even responded back to the original ticket and still have not heard back from them. I also tried to call them on the phone number listed in the Revdex.com.org site, no one picked up.

At this point I've change my passwords for apps using Dashlane and their app still is not working properly on my phone. Therefore I am prevented from logging into my accounts on my phone. This is a serious problem for me and anyone who might do business on their phone. Their Mobile App does not work as advertised and it's preventing me from getting my Professional work in IT done efficiently.Desired Settlement: I would like a refund of my purchase of $99.00 made on 3/**.

Business

Response:

Hello,Thanks for contacting us through Revdex.com.I can confirm that your $99.99 Premium subscription has been refunded on April [redacted], on the same [redacted] card as the one used for paying. If you could not find it on your bank statement, make sure that you check both your bank account and credit card statements. It will normally be listed under one of them.Should you need anything else, please let us know.Have a great day.Kind regards,[redacted]

Dashlane

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Dashlane stopped working on my iMac in August. I contacted customer support on August **, 2015 and since then have received numerous & useless canned responses. Each time asking me to uninstall and then reinstall Dashlane or provide additional insight. However Dashlane will not uninstall- thus I am locked out of accounts that I had established or must use a mobile device to access the passwords and then reenter them manually. A simple phone call or remote access of my computer would solve this issue- yet they refuse to do anything to get me up and running. I am a Premium member and need this issue resolved. By the way the phone number Dashlane provides " has a mailbox that is full... please try again later".Desired Settlement: I would like a phone consultation with remote access so Dashlane can see what is happening and fix the problem. I also want compensation for lost time of the Premium services I have paid for.

Business

Response:

Hello,Thank you very much for contacting us and sorry for the trouble.We are sorry that you tried and couldn't contact us by phone. May I ask which phone number you called? We do not have a phone line yet for support but we are working on this and hope to offer this service in the future. We apologize for the trouble.I was able to find your e-mails in our support platform and it appears that the recent crashes that you are experiencing are caused by a specific bug in the older versions of Mac OS X 10.6 and 10.7. Our team has been looking into it and will have it fixed as soon as possible.I will keep you posted when the fix is available and will make sure that you can use Dashlane on your devices.Thanks again for your patience.Kind regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am using the most recent version of software Yosemite 10.10. The phone number listed on the Revdex.com website is ###-###-#### as soon as you call this number it says the mailbox is full and disconnects you. I have had over two dozen emails back-and-forth with Xavier today-sitting here on my computer with team viewer open, waiting for him to connect-however he says that my computer shows that it is unavailable. I have sent numerous photographs of my screen showing that I am ready for connection and waiting for him. Instead of contacting me with people in Manila and Paris, perhaps you could connect me with somebody here in United States who knows how to use team viewer and could assist me with this problem. Please let me know a time and date as I cannot sit here any longer wasting my day waiting for a response.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hello [redacted],Thanks again for your patience.Let me know if you need anything else.Kind regards,Xavier

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,