Nexway, Inc

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

Initial Business Response /* (1000, 5, 2015/05/18) */
To whom it may concern,
Below and attached you can find additional information to this matter
In 04/04/the customer purchased a Avast Internet Security - Subscription 1PC, YearsIn the order confirmation email sent after the
purchase has a paragraph in yellow, as you can see attached, and it mentions the Auto renewal feature"..With this order, you have opted in to the Avast auto-renewal service, a service designed to save you time, effort, and risk by automatically extending your license when it expires
At that time, Avast auto-renewal will automatically charge the then-current renewal price to ensure no lapse in your protectionWe will send at least one email notification about each upcoming auto-renewal before we renew your license and bill your selected payment method
If you would like to change your auto-renewal option, please click here to login to your Avast customer portal, and click on the "change auto-renewal settings" button
Login: ***@verizon.net
Password: *** customer could have disabled the Auto Renewal service at the Customer Portal
on 04/02/the customer contacted us saying
"password *** working"
Nexway answered "Hello,
thank you for contacting usThis order processed on April to a Discover card starting with
Please let us know if you have further questions, or if you would like to cancel this order and re-order on a different cardRegarding the password *** try closing the browser windows completely, then re-opening them and logging in again to fix the issue
If you still see an 'invalid email/password' message when entering the password *** when requested
to retrieve your password, you might be using the login information for your www.avast.com
account instead of the login details for the avast Customer Portal
You can use your www.avast.com account to join in discussions and submit support tickets, and
the Customer Portal to modify and review your account details, change or update payment
methods for your auto-renewal, disable auto-renewal features, as well as retrieve your license
file
Please login to your account at
http://avast-usd.nexway.com
you will need:
the email address used for your purchase
and password: *** make sure to copy and paste the password *** than typing it, and that there are no
blank spaces before the first digit or after the last digit
*Note that the card numbers displayed are not the last four but rather, the digits to of your
card number
If you need further assistance please do not hesitate to contact us again
*If you live in the United States, please call us at (XXX) XXX-XXXX
(Mon-Fri AM-PM PST) and we will be able to assist you over the phone."
Customer contacted us again in the same day:
"once again the password *** to me does not work!" - we answered "If you are having trouble accessing your account to update your subscription details, please make sure you are
trying to access your Avast customer portal, not the www.avast.com websiteThe passwords *** different
Once you have updated the information successfully, please reply to this message so we can close the issue
For instructions about the Avast Internet Security activation process, please check out this step-by-step
video tutorial
If your protection was auto-renewed and you continue to receive warning messages, prompting you to upgrade or to extend your license, you will need to reactivate your software
Please request a new license file, by going to: http://www.avast.com/resend-license-paid.php
When you enter your order email address on this page, you will receive a separate email with activation instructions
This message is generated automatically, please do not reply
Best regards,"
On 05/13/- The Customer contacted us saying "what is my cr?
I have been trying to cancel service
Thank you
No one is responding to request"
on 05/13/Nexway answered the request
" Hello,
This email is a confirmation that we have cancelled your order NoXXXXXXXX
You will receive a full refund within business days should you have already been charged
Please ensure that the software has been completely removed from your computer and that all downloaded files have been deleted
If you need further assistance or information, please don't hesitate to contact us again
*Please note that if the order was cancelled right after the purchase, the charge may simply disappear from your account, rather than showing up as a charge then a subsequent creditThis may take up to business days to occur."
Our Payment database shows the refund confirmation "Payment successfully refunded"
Please let us know if you need any further information
Best Regards,
Nexway

Final Consumer Response /* (2000, 5, 2015/12/15) */
This has been resolvedthe company has applied a full refund back to Paypal
Thank you
*** ***

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]

Hello,
to whom it may concern, the orders  [redacted] - $4.99 were cancelled on March 23rd upon request.
The refund should be posted within 7 business days from the refund date.
For order [redacted] - $219.99- The client  pressed a chargeback, so...

the  credit card company should have reversed the charge.
If you need additional information, please contact us at [redacted]
Best,
~N

Initial Business Response /* (1000, 6, 2015/11/16) */
To whom it may concern,
The Customer [redacted] placed her 1st order of Avast via Nexway back on 11/04/2013. This original order has a paragraph which indicates that this order had the Auto Renewal option enabled.
The same order after...

the expiration date, was auto renewed for 2014, and it got renewed again in 2015.
The customer contacted Nexway by email on 11/03/2015, the refund was requested by email, and successfully processed.
Below you can find the emails:
1) 2015-10-30 21:08:20
Initial e-mail message from customer
Customer : [redacted].edu

Contact from Nexway corporate site
From: [redacted]
Subject: Contact for the Billing or Download Customer Support section
Message Body
First Name: [redacted]
Last Name: [redacted]
Email: [redacted].edu
Company:
Country: United States
Message:
I've just been debited 39.99 from Avast Nexway. I don't remember purchasing anything from them. If I did, can you guys take it back and give me back my $39.99?
This mail is sent via contact form on Nexway.com
2) 2015-11-03 03:50:02
Agent's response is sent to customer
Nexway

Contact from Nexway corporate site
Hello,
thank you for contacting us.
This charge corresponds to an automatic renewal of an Avast anti-virus product. The initial order was placed in 2013 with the auto-renewal option enabled.
We can cancel the auto-renewal order within 30 days from the order date and issue a full refund to the payment method you used.
Please let us know if you would like to maintain your protection or if you would like to cancel the order.
3) 2015-11-03 04:48:37
Request reopened, user sent additional feedback
Customer : [redacted].edu

Re: Contact from Nexway corporate site
Cancel please. I really need that money back. And I thought the avast product I was using was free.
________________________________
From: Nexway Customer Service
Sent: Monday, November 2, XXXX X:XX PM
To: [redacted] P. [redacted]
Subject: Re: Contact from Nexway corporate site XXXXXXX-XXXXXXXXXX
Nexway :: Online Support
Hello [redacted]
Please find below the agent's reply to your request XXXXXXX-XXXXXXXXXX:
Hello,
thank you for contacting us.
This charge corresponds to an automatic renewal of an Avast anti-virus product. The initial order was placed in 2013 with the auto-renewal option enabled.
We can cancel the auto-renewal order within 30 days from the order date and issue a full refund to the payment method you used.
Please let us know if you would like to maintain your protection or if you would like to cancel the order.
Best regards,
Nexway Customer Service
________________________________
4) 2015-11-03 21:02:09
Agent's response is sent to customer
Nexway

Re: Contact from Nexway corporate site
Hello,
This email is a confirmation that we have cancelled your order No. XXXXXXXX.
You will receive a full refund within 7 business days should you have already been charged.
Please ensure that the software has been completely removed from your computer and that all downloaded files have been deleted.
If you need further assistance or information, please don't hesitate to contact us again.
*Please note that if the order was cancelled right after the purchase, the charge may simply disappear from your account, rather than showing up as a charge then a subsequent credit. This may take up to 10 business days to occur.
5) 2015-11-04 04:40:00
Request reopened, user sent additional feedback
Customer : [redacted].edu

Re: Re: Contact from Nexway corporate site
I do have one more question. I just want to be sure what Order No. XXXXXXXX is referring to. When I clicked the link, the page said it was forbidden.
________________________________
From: Nexway Customer Service
Sent: Tuesday, November 3, XXXX X:XX PM
To: [redacted] P. [redacted]
Subject: Re: Re: Contact from Nexway corporate site XXXXXXX-XXXXXXXXXX
Nexway :: Online Support
Hello [redacted]
Please find below the agent's reply to your request XXXXXXX-XXXXXXXXXX:
Hello,
This email is a confirmation that we have cancelled your order No. XXXXXXXX.
You will receive a full refund within 7 business days should you have already been charged.
Please ensure that the software has been completely removed from your computer and that all downloaded files have been deleted.
If you need further assistance or information, please don't hesitate to contact us again.
*Please note that if the order was cancelled right after the purchase, the charge may simply disappear from your account, rather than showing up as a charge then a subsequent credit. This may take up to 10 business days to occur.
Best regards,
Nexway Customer Service
________________________________
6) 2015-11-04 23:27:22
Agent's response is sent to customer
Nexway

Re: Re: Contact from Nexway corporate site
Order # XXXXXXXX is the number for your auto renewal with Avast (It was not supposed to be a link, sorry about that).
The account is closed and cancelled and you will not be charged again
7) 2015-11-05 02:11:18
Request reopened, user sent additional feedback
Customer : [redacted].edu

Re: Re: Re: Contact from Nexway corporate site
Okay thank you.
________________________________
From: Nexway Customer Service
Sent: Wednesday, November 4, XXXX X:XX PM
To: [redacted] P. [redacted]
Subject: Re: Re: Re: Contact from Nexway corporate site XXXXXXX-XXXXXXXXXX
Nexway :: Online Support
Hello [redacted]
Please find below the agent's reply to your request XXXXXXX-XXXXXXXXXX:
Order # XXXXXXXX is the number for your auto renewal with Avast (It was not supposed to be a link, sorry about that).
The account is closed and cancelled and you will not be charged again
Best regards,
Nexway Customer Service
________________________________
8) 2015-11-05 02:12:07
Agent's response is sent to customer
Nexway

Re: Re: Re: Contact from Nexway corporate site
you are welcome.
Please don´t hesitate to contact us again if you have any further questions

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,
 
This matter has been resolved.[redacted]

To whom it may concern,
as per customer request, the orders were cancelled and the full amount will be refunded as charged, $699.99 and $199.99.
The refund should be posted within 7 business days.
If you have any questions, please contact us at [redacted]

Hello,
we apologize for  the inconvenience it might have caused.
Following the customer's request we have canceled the order 43723228 and the full refund will be posted within 7 business days to the payment method charged.
 
Please don't hesitate to contact us again if you have...

further questions.

Initial Business Response /* (1000, 5, 2015/10/19) */
To whom it may concern.
Our system shows only the order #XXXXXXXX linked to the email linked to Customer´s email.
The original order confirmation email is attached.
The Customer placed the order#XXXXXXXX manually for the Software Avast...

Pro Antivirus on 10/01/2015.
Based on the request in this complaint, on 10/19/2015 Nexway sent the email below to the Customer:
Hello,
This email is a confirmation that we have cancelled your order No. XXXXXXXX.
You will receive a full refund within 7 business days should you have already been charged.
Please ensure that the software has been completely removed from your computer and that all downloaded files have been deleted.
If you need further assistance or information, please don't hesitate to contact us again.
*Please note that if the order was cancelled right after the purchase, the charge may simply disappear from your account, rather than showing up as a charge then a subsequent credit. This may take up to 10 business days to occur.
Please don´t hesitate to contact us again if you have further questions.
Customer Service
Avast/ Nexway
Regarding the second charge mentioned,we could't find it in our systems, so we sent the email below to the customer:

Hello,
thank you for contacting us.
We have received your complaint filled at Revdex.com.
As per your request we have cancelled the order #XXXXXXXX of $54.99 for the Avast Pro Antivirus.
Regarding the second charge mentioned,we couldn't find in our system. This order was probably placed with Digital River, a different reseller of avast! products, and cannot be accessed from this department.
Please contact Digital River directly at X-XXX-XXX-XXXX* or http://info.digitalriver.com/Contact-Us.html and they will be able to assist you.
If your credit card or PayPal statement lists Nexway Software and not DRI (Digital River), please reply to this email and specify:
- the email address used to place the order
- the order number
- the name of the person who placed the order
- the exact transaction date and amount listed on your statement
Please don´t hesitate to contact us if you have further questions.
Customer Service
Avast/ Nexway
Please don´t hesitate to contact us if you have further questions.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Though I am not receiving all of the charges to my credit card, I am satisfied with just getting the amount they are crediting. Thank you so much for your assistance.

Initial Business Response /* (1000, 5, 2015/10/15) */
To whom it may concern,
The customer placed on 10/19/2014 the order# XXXXXXXX for a Avast Pro Antivirus paid via Paypal the amount of £19.99, with the feature of Auto Renewal enabled.
The order confirmation attached here, has all the...

information about the product, installation, and also mention in a paragraph highlighted in orange that the order has the Auto Renewal Service enabled, and also indicates how to disable it.
"....With this order, you have opted in to the avast! auto-renewal service, a service designed to save you time, effort, and risk by automatically extending your license when it expires.
At that time, avast! auto-renewal will automatically charge the then-current renewal price to ensure no lapse in your protection. We will send at least one email notification about each upcoming auto-renewal before we renew your license and bill your selected payment method.
If you would like to change your auto-renewal option, please click here to login to your avast! customer portal, and click on the "change auto-renewal settings" button.
Login: l[redacted]@hotmail.com
Password: [redacted] "
On October 6th the Customer contacted Nexway via email saying:
Initial e-mail message from customer
Customer : [redacted]@hotmail.com

Contact from Nexway corporate site
From: [redacted]
Subject: Contact for the Billing or Download Customer Support section
Message Body
First Name: [redacted]
Last Name: [redacted]
Email: [redacted]@hotmail.com
Company:
Country: UK
Message:
Transaction ID: 1KKXXXXXNXXXXXXXX
Why have you taken 24.99 from my credit card on Paypal? I have no want or need for your product, and I have not paid for anything through Paypal for months. This is not only money that I cannot afford at the moment because I am unemployed due to mental health problems, but it will also take me over my credit card limit and I will be charged even more money that I don't have. I am distraught over this, please rectify it immediately. If you do not, I will escalate it through Paypal's 'unauthorised transactions' pathway.
[redacted].
This mail is sent via contact form on Nexway.com
On the 10th Nexway answered the Customer:
"Hello,
This email is a confirmation that we have cancelled your Avast Antivirus order renewal No. XXXXXXXX.
You will receive a full refund within 7 business days should you have already been charged.
Please ensure that the software has been completely removed from your computer and that all downloaded files have been deleted.
If you need further assistance or information, please don't hesitate to contact us again.
*Please note that if the order was cancelled right after the purchase, the charge may simply disappear from your account, rather than showing up as a charge then a subsequent credit. This may take up to 10 business days to occur."
As shown at the document attached, our system had the refund processed on the 10th.
The Customer should have the credit of the full amount of the Auto renewal charged for the Avast £24.99, already posted in her Paypal account.
Please don´t hesitate to contact us again if you have further questions.