Initial Business Response /* (1000, 5, 2015/05/07) */
We found this customer is our support portal.
Customer received our reply on 5th May.
Customer claims that he was charged for our product.
Unfortunately, we were not able to locate any order associated with his credentials.
We asked...
customer for proof of charge however he didn't provided it yet.
Once we will have proof of charge then we can investigate this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I immediately provided proof of charge as soon as they requested and still I have not heard anything back from them.
Final Business Response /* (4000, 9, 2015/05/11) */
We found this customer is our support portal.
Customer received our reply on 5th May.
Customer claims that he was charged for our product.
Unfortunately, we were not able to locate any order associated with his credentials.
We asked customer for proof of charge however he didn't provided it yet.
Once we will have proof of charge then we can investigate this issue.
Final Consumer Response /* (3000, 14, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They responded to me on 5/7 asking for proof. I sent proof on 5/7. I have still not been refunded my money. And this is the response I get:
Dear [redacted],
Thank you for your message and the proof of charges. I've contacted our partner Digital River in order to investigate and localize both unwanted charges.
I'll let you know soon and thank you for your patience.
Best Regards,
[redacted]
Customer service department
AVAST Software s.r.o.
So who knows how long it will be.
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find customer in our support portal.
We contacted him with our help to install our product.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
6-1-15
Sent via email:
Dear Ms....
[redacted],
Thank you so much for helping me resolve the issue I had with Avast. They have promised me a refund since I was unable to download their product and was charged for it anyway.
I appreciate you assistance with this matter.
Thank you again!
Sincerely,
L. [redacted]
Initial Business Response /* (1000, 5, 2014/02/17) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Final Consumer Response /* (2000, 7, 2014/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have finally been contacted from Avast after Revdex.com got involved.I have been told I would be getting my refund and its being processed. Too bad I had to go through the lengths and involve a third party (Revdex.com). I thanks you for your involvement and help with keeping businesses from taking advantage of consumers. Thanks Revdex.com!
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Auto-Renewal order was already refunded back to his account used for the original purchase.
Initial Business Response /* (1000, 7, 2015/07/09) */
Customer contacted us via our support portal on 30th June 2015.
Our support agent asked customer for more details about the fraud order.
unfortunately, we did not receive any reply since then.
We contacted our distributor to...
investigate this fraud charge and refund the amount.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Number one: This was "NOT" a "RENEWAL" we have never had nor have we ever ordered there product!
Number two: We "DID" have contact with them on July 9th, informing them we have contacted our bank, the Revdex.com and will pursue this further if we do not get refunded our money. That is when they agreed to a refund. They are trying to put a very good "SPIN" on this to make them look like they did nothing wrong. When this is understood and we receive our money back, then I will except there response.
Final Business Response /* (4000, 12, 2015/07/13) */
We reviewed customer's communication with our retention agent and didn't find any reference to "RENEWAL". Our retention agent asked customer if the email address used in this fraud order is his or if he knows it.
Customer replied, that he is not aware about it.
Our retention agent refunded this order before his Revdex.com complaint.
Based on our distributor's records, money should be refunded back to the account used during the purchase within 5 business days.
Final Consumer Response /* (2000, 14, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received our money back. We still do not understand how they obtained our banking information so now we must get new bank cards and change all our banking information. Not so happy about that!!!
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Renewal order was refunded as she requested.
Initial Business Response /* (1000, 5, 2014/09/04) */
We're very sorry but we do not take payments over the phone, please go to our website or to your current subscription to purchase online.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Your website is not accepting payments. Your call center is not accepting payments. Your companies disregard for customers at any level is inexcusable and I am a bit fed up being told that renewals can be done online.
If it could be renewed online it would have been done a month ago and this issue would not be where it is now.
Renew the antivirus program and enough of your games.
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]
Initial Business Response /* (1000, 7, 2016/02/08) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this, but I would like to be...
clear... the business states "Customer was already refunded", but they did not refund me, nor respond to my two open cases until one full week after I opened the Revdex.com complaint (which was three weeks after my initial request for Avast's attention to my issue).
Initial Business Response /* (1000, 6, 2015/06/23) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any request from customer in our support portal.
Customer was charged for an Auto-Renewal for her 2014 order.
She was informed about this upcoming AR in two emails 30 & 15 days before charge. These emails...
contains manual how to cancel AR if needed.
We are awaiting her reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still say I signed up for automatic renewal and that they sent me 2 emails regarding the renewal with instructions to cancel. Not true! Also they did not return my unsufficient fund charge or apologize to me or the bank for their error. It was their error not mine.
Final Business Response /* (4000, 9, 2015/10/20) */
We had a communication with customer in our support portal.
Where we specified an email where customer received notifications about upcoming renewal (same email was used during the original purchase).
Customer was refunded for his AR order as requested.
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not locate this customer in our records.
We've contacted customer with a request for an order number.
We are awaiting reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
I told them we don't have the order number. They were supposed to email it to us 3 days ago and we haven't received it. This issue has not been resolved.
Final Business Response /* (4000, 9, 2015/10/11) */
Our distributor located customer's order.
His TTS subscription was refunded as he requested.
Initial Business Response /* (1000, 5, 2014/05/29) */
Hello,
I have found the Total Support Purchase that was made. It was purchased using a different email address [redacted]@crlhealth.com.
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive...
a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 5, 2015/09/14) */
Customer contacted us via our support portal on 25th August.
Her refund request was denied due to the usage of the software for more than 5 months. Our refund policy allow customers to ask for a refund 30 days after the charge for the...
software.
Additionally, our software can be used as a trial for another 30 days.
Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer.
Initial Consumer Rebuttal /* (3000, 16, 2015/10/13) */
I WAS NEVER CONTACTED FROM Revdex.com ABOUT THIS CASE. I HAVE ALL OF THE CONVERSATIONS WITH AVAST AND THE GUY THAT I SPOKE WITH BASICALLY SAID THAT HE IS NOT GOING TO GIVE ME MY MONEY BACK. I WILL POST.
Final Business Response /* (4000, 18, 2015/10/20) */
Customer contacted us via our support portal on 25th August.
Her refund request was denied due to the usage of the software for more than 5 months. Our refund policy allow customers to ask for a refund 30 days after the charge for the software.
Additionally, our software can be used as a trial for another 30 days.
Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer.
Complaint: [redacted]I am rejecting this response because: This is a separate issue and has nothing to do with the product they brought up!
The challenge I have now has not been addressed upon several attempts to contact Avast and resolve it.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/11) */
We found customer request in our support portal.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
Initial Business Response /* (1000, 5, 2015/04/16) */
We escalated your case to TTS supervisor. We can confirm that customer's subscription of TTS services is valid till April 16th.
Customer will receive a call from our supervisor to service his computer as he requested yesterday.
We informed...
Initial Business Response /* (1000, 5, 2015/05/07) */
We found this customer is our support portal.
Customer received our reply on 5th May.
Customer claims that he was charged for our product.
Unfortunately, we were not able to locate any order associated with his credentials.
We asked...
customer for proof of charge however he didn't provided it yet.
Once we will have proof of charge then we can investigate this issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I immediately provided proof of charge as soon as they requested and still I have not heard anything back from them.
Final Business Response /* (4000, 9, 2015/05/11) */
We found this customer is our support portal.
Customer received our reply on 5th May.
Customer claims that he was charged for our product.
Unfortunately, we were not able to locate any order associated with his credentials.
We asked customer for proof of charge however he didn't provided it yet.
Once we will have proof of charge then we can investigate this issue.
Final Consumer Response /* (3000, 14, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They responded to me on 5/7 asking for proof. I sent proof on 5/7. I have still not been refunded my money. And this is the response I get:
Dear [redacted],
Thank you for your message and the proof of charges. I've contacted our partner Digital River in order to investigate and localize both unwanted charges.
I'll let you know soon and thank you for your patience.
Best Regards,
[redacted]
Customer service department
AVAST Software s.r.o.
So who knows how long it will be.
Initial Business Response /* (1000, 5, 2015/05/26) */
Unfortunately, we did not find customer in our support portal.
We contacted him with our help to install our product.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/01) */
6-1-15
Sent via email:
Dear Ms....
[redacted],
Thank you so much for helping me resolve the issue I had with Avast. They have promised me a refund since I was unable to download their product and was charged for it anyway.
I appreciate you assistance with this matter.
Thank you again!
Sincerely,
L. [redacted]
Initial Business Response /* (1000, 5, 2014/02/17) */
We do apologize for the inconvenience this has caused and I am forwarding this case to our refund department who will be in contact with you very soon with a full refund.
Typically refunds take about 5-7 business days to receive. A...
notification should be sent to you soon with the information.
Thank you for contacting us via the Revdex.com and have a pleasant day.
Kind Regards
Final Consumer Response /* (2000, 7, 2014/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have finally been contacted from Avast after Revdex.com got involved.I have been told I would be getting my refund and its being processed. Too bad I had to go through the lengths and involve a third party (Revdex.com). I thanks you for your involvement and help with keeping businesses from taking advantage of consumers. Thanks Revdex.com!
Customer's subscription was renewed because his previous order had Auto-Renewal option active.Our distributor informed him about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Auto-Renewal order was already refunded back to his account used for the original purchase.
Initial Business Response /* (1000, 7, 2015/07/09) */
Customer contacted us via our support portal on 30th June 2015.
Our support agent asked customer for more details about the fraud order.
unfortunately, we did not receive any reply since then.
We contacted our distributor to...
investigate this fraud charge and refund the amount.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Number one: This was "NOT" a "RENEWAL" we have never had nor have we ever ordered there product!
Number two: We "DID" have contact with them on July 9th, informing them we have contacted our bank, the Revdex.com and will pursue this further if we do not get refunded our money. That is when they agreed to a refund. They are trying to put a very good "SPIN" on this to make them look like they did nothing wrong. When this is understood and we receive our money back, then I will except there response.
Final Business Response /* (4000, 12, 2015/07/13) */
We reviewed customer's communication with our retention agent and didn't find any reference to "RENEWAL". Our retention agent asked customer if the email address used in this fraud order is his or if he knows it.
Customer replied, that he is not aware about it.
Our retention agent refunded this order before his Revdex.com complaint.
Based on our distributor's records, money should be refunded back to the account used during the purchase within 5 business days.
Final Consumer Response /* (2000, 14, 2015/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received our money back. We still do not understand how they obtained our banking information so now we must get new bank cards and change all our banking information. Not so happy about that!!!
Customer's subscription was renewed because her previous order had Auto-Renewal option active.Our distributor informed her about this renewal in the renewal notification emails (30 & 15 days) before the renewal. These emails informs about upcoming renewal event together with a description...
how to cancel this renewal feature.Renewal order was refunded as she requested.
Initial Business Response /* (1000, 5, 2014/09/04) */
We're very sorry but we do not take payments over the phone, please go to our website or to your current subscription to purchase online.
Kind Regards
Initial Consumer Rebuttal /* (3000, 7, 2014/09/05) */
(The consumer...
indicated he/she DID NOT accept the response from the business.)
Your website is not accepting payments. Your call center is not accepting payments. Your companies disregard for customers at any level is inexcusable and I am a bit fed up being told that renewals can be done online.
If it could be renewed online it would have been done a month ago and this issue would not be where it is now.
Renew the antivirus program and enough of your games.
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]
Initial Business Response /* (1000, 7, 2016/02/08) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 9, 2016/02/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this, but I would like to be...
clear... the business states "Customer was already refunded", but they did not refund me, nor respond to my two open cases until one full week after I opened the Revdex.com complaint (which was three weeks after my initial request for Avast's attention to my issue).
Initial Business Response /* (1000, 6, 2015/06/23) */
Customer was already refunded as he requested in our support portal.
Initial Consumer Rebuttal /* (2000, 8, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/02/25) */
Customer was refunded as he requested via our support portal.
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not find any request from customer in our support portal.
Customer was charged for an Auto-Renewal for her 2014 order.
She was informed about this upcoming AR in two emails 30 & 15 days before charge. These emails...
contains manual how to cancel AR if needed.
We are awaiting her reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still say I signed up for automatic renewal and that they sent me 2 emails regarding the renewal with instructions to cancel. Not true! Also they did not return my unsufficient fund charge or apologize to me or the bank for their error. It was their error not mine.
Final Business Response /* (4000, 9, 2015/10/20) */
We had a communication with customer in our support portal.
Where we specified an email where customer received notifications about upcoming renewal (same email was used during the original purchase).
Customer was refunded for his AR order as requested.
Initial Business Response /* (1000, 5, 2015/10/02) */
Unfortunately, we did not locate this customer in our records.
We've contacted customer with a request for an order number.
We are awaiting reply in our support portal.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The...
consumer indicated he/she DID NOT accept the response from the business.)
I told them we don't have the order number. They were supposed to email it to us 3 days ago and we haven't received it. This issue has not been resolved.
Final Business Response /* (4000, 9, 2015/10/11) */
Our distributor located customer's order.
His TTS subscription was refunded as he requested.
Don't count on Avast for refunds. Cancel the payment through your bank!!
Avast never responded to two service tickets for refund.
Initial Business Response /* (1000, 5, 2014/05/29) */
Hello,
I have found the Total Support Purchase that was made. It was purchased using a different email address [redacted]@crlhealth.com.
Your complaint has been re-issued to our new Revdex.com Complaint ticketing system and you should receive...
a notification regarding your claims status very soon.
We do apologize for the inconvenience this may have caused.
Kind Regards
Initial Business Response /* (1000, 5, 2015/09/14) */
Customer contacted us via our support portal on 25th August.
Her refund request was denied due to the usage of the software for more than 5 months. Our refund policy allow customers to ask for a refund 30 days after the charge for the...
software.
Additionally, our software can be used as a trial for another 30 days.
Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer.
Initial Consumer Rebuttal /* (3000, 16, 2015/10/13) */
I WAS NEVER CONTACTED FROM Revdex.com ABOUT THIS CASE. I HAVE ALL OF THE CONVERSATIONS WITH AVAST AND THE GUY THAT I SPOKE WITH BASICALLY SAID THAT HE IS NOT GOING TO GIVE ME MY MONEY BACK. I WILL POST.
Final Business Response /* (4000, 18, 2015/10/20) */
Customer contacted us via our support portal on 25th August.
Her refund request was denied due to the usage of the software for more than 5 months. Our refund policy allow customers to ask for a refund 30 days after the charge for the software.
Additionally, our software can be used as a trial for another 30 days.
Customer was instructed that our support is willing to provide her any support she needs to get our product back to her computer on any other her computer.
Complaint: [redacted]I am rejecting this response because: This is a separate issue and has nothing to do with the product they brought up!
The challenge I have now has not been addressed upon several attempts to contact Avast and resolve it.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/09/11) */
We found customer request in our support portal.
Customer was refunded as he requested.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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]
Initial Business Response /* (1000, 5, 2015/04/16) */
We escalated your case to TTS supervisor. We can confirm that customer's subscription of TTS services is valid till April 16th.
Customer will receive a call from our supervisor to service his computer as he requested yesterday.
We informed...
customer about it in our support portal.