Dear ***,Thank you for contacting usWe have researched the matter and found that your payment was already refunded on April 12, We have been informed that you were using Webroot and that it showed a positive alert for Hide My IP This happens when an anti-virus product mistakenly identifies a program as malware We contacted Webroot and they apologized for their error and updated their virus definitions to solve the issue You simply need to update your Webroot definitions then re-check Hide My IP and it will show as clean/safe.If you have any doubts about your anti-virus software in the future reporting the correct result, you can use virustotal.com to scan any file using 60+ anti-virus products, for free.Below you may find the reply from the Webroot team:---------------------------------------Thank you for contacting Webroot supportWe did not have the file marked malicious, rather, it was unknown in our threat intelligence networkWe have now analyzed the file and marked it as goodPlease let us know if any of your customer's continue to have any issuesRegards, The Webroot Advanced Malware Removal Team---------------------------------------As there was no issue on our end, and the issue you experienced was entirely caused by Webroot, you are welcome to purchase Hide My IP again at any time.Regards,Hide My IP Team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedA refund was given you can close the caseThanks Regards, [redacted]
Dear ***,Thank you for contacting usWe have researched the matter and found that your payment was already refunded on April 12, We have been informed that you were using Webroot and that it showed a positive alert for Hide My IP This happens when an anti-virus product mistakenly identifies a program as malware We contacted Webroot and they apologized for their error and updated their virus definitions to solve the issue You simply need to update your Webroot definitions then re-check Hide My IP and it will show as clean/safe.If you have any doubts about your anti-virus software in the future reporting the correct result, you can use virustotal.com to scan any file using 60+ anti-virus products, for free.Below you may find the reply from the Webroot team:---------------------------------------Thank you for contacting Webroot supportWe did not have the file marked malicious, rather, it was unknown in our threat intelligence networkWe have now analyzed the file and marked it as goodPlease let us know if any of your customer's continue to have any issuesRegards, The Webroot Advanced Malware Removal Team---------------------------------------As there was no issue on our end, and the issue you experienced was entirely caused by Webroot, you are welcome to purchase Hide My IP again at any time.Regards,Hide My IP Team
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedA refund was given you can close the caseThanks Regards, [redacted]